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Complaint Details
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Initial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On June 23 2024, **1191 from LGA to ***, for which my wife and I had tickets, was cancelled due to weather at 1130pm after four hours of delays. Two weeks later, my refund requests have been denied or deflected/ignored by ** three times. On June 23 after **1191 was cancelled by ** due to weather, I declined **'s automatic rebooking option which had us arriving 24 hours late with a 4 hour layover in ****************, at the instruction of the ** staff who said I would get a refund. I submitted refund requests for my tickets under code AOKXAX. ** denied these after a week. I called ** customer service, and the supervisor told me I should get a refund and resubmitted the request. This was denied on 4 July. I called again and ** customer service told me again that I was right, that I should get a refund. They submitted a request to ** customer relations, a higher-level department. On 5 July, I received an email from ** customer relations that was clearly defective and boiler-plate: they gave me about 2000 miles to my account (worth less than $15) and told me to have a nice day, without answering my refund request. I replied to this email saying this was unacceptable and that I am entitled to a refund per DOT regulations. I called ** customer service again 6 July - the supervisor at ** advised me to submit a complaint to BBB, as he said he agreed I should get a refund but "there is nothing I can do to help you", and that ** Customer relations would be back to me within 14 business days and possibly deny me again wrongfully. I am not sure what remaining restitution I have, and have filed a complaint through DOT.Initial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Flight was June 15th 2024 from *** to ********** ********************, confirmation DXXEVC. Flight was slated for evening time but had delays due to weather in **********. ******* cleared and new flight crew was requested but we were only notified at 1030pm that they wouldnt be able to find a flight crew. Our flight was this delayed to 8 am. I missed many things due to this and despite mild compensation it did not cover a lot of travel and expenses I incurred due to this. American Airlines had the ability to tell us earlier but instead we spent about 2 hours on the hot plane before being let off to get dinner and then after a few more hours of waiting to then be told that that nights flight was canceled altogether. I spoke with customer service in person who inclined me to file a complaint and ask for compensation through their website. I did so and received a generic response with no substance. I requested further review and did not receive any further communications. I am requesting flight compensation given all the expenses I incurred.Initial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Booked Flight with American Airlines on 13 Jun at approx 0005 hrs; once flight was booked received itinerary within 2 minutes of booking stating that 1st leg of flight is delayed and unable to complete travel with connecting flights. Immediately contacted American Airlines and was placed on 2 hr hold. Spoke with customer service representative ( @ approx 0220). Informed that American Airlines site did not have current flight status at time of booking and would cancel reservations and that refund would be issued within 7-10 business days. Contacted American Airlines customer service on 27 Jun (@ approx 1901 hrs); informed by customer service that no refund is showing in system. Spoke with Supervisor ******* and was informed that customer service representative on 13 Jun provided inaccurate refund information and I would need to contact American Airlines corporate headquarters as their customer service department cannot assist to resolve issue.Initial Complaint
06/26/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Gm my name is **** on June 24 me and my daughter proceeded to take a trip from ********* ******** to ************* on American Airlines. We got to the airport and time we get to the gate 86 and to find out our flight from 531 was canceled until 631 so we just lounged around the airport for a little bit and then we found out that the flight was canceled and then it was put back on so we went through getting our luggage and everything to back to the counter to them, letting us know that they can put us on the flight will get to ** and they will put us in the room as well as given us credit to and from the airport plus a food voucher we ended up getting into ** about 9 oclock last night. Nothing happened all the Customer *************** at the Customer representative station and **********************. they were the worst, especially the one guy he was a large guy. I dont remember his name, but I know he had a tattoo on his arm a man of color. He was very rude and disrespectful. No one at that counter could put us on a direct flight they were making up every type of excuse there was that me and my daughter ended up flying back to *********, ******** at 10:35 PM , my daughters bag they said that was on connecting flight back to ******************. Today is June 25. We wake up in our my daughters bag is on its way to *************. We are still in ********* ********. We have tried calling American Airlines only thing we are getting is just an apology. Its not about the apology. All the flights was delayed. Why no one can never say or tell us why all of these flights was delayed. They could never ever put us back on a flight to ***** I mean, excuse me to ***** seeing that our flight was delayed from ********* so we missed our connecting flight. Im not understanding whats going on with American Airlines but their customer service rep *************** and their staff theyre awful. They need some more training and their planes taking off as well as landing. Sounds awful
Business response
07/03/2024
Thank you for taking the time to share your feedback. Please know we take your comments very seriously and we would appreciate the opportunity to review and address your concerns. Please feel free to contact us directly at www.aa.com/customerrelations. Our Customer Relations team will review and respond as soon as possible. Thank you.Customer response
07/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****************************Initial Complaint
06/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
The problem is due to American Airlines inability to communicate with it's customers. An entire vacation had to be cancelled. Our flight was cancelled, they "automatically" rebooked another flight, but didn't bother to tell us. The requested refund is for funds paid for items that could not be refunded due to the very late cancellation.Business response
07/03/2024
Thank you for taking the time to share your feedback. Please know we take your comments very seriously and appreciate the opportunity to improve. Our records indicate that you currently have an open case with our Customer Relations team that is currently under review. You should hear from our team soon. In the meantime, we thank you for your patience.?Customer response
07/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The issue is not resolved. It is being reviewed by American Airlines Customer Relations. I expect to hear from there as soon as possible.
Regards,
*********************Initial Complaint
06/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My husband and I were traveling from ********* to ***** with a connecting flight through ******. Our flight out of ********* was delayed by nearly an hour causing us to almost miss our connecting flight. We were able to catch the flight, but were downgraded from our paid first class seats to coach. We were then forced to wait on the flight for another 90 minutes without the amenities we paid for. No attempt has been made by American Airlines to resolve this issue, not at the time of the incident or since. Two complaints have been filed with American Airlines directly and have been only responded to with "sincere apologies." At this point, we would like a full refund for the entirety of our trip due to the lack of respect and care, but would be satisfied with a refund of our return flight.Business response
07/03/2024
Thank you for taking the time to share your feedback. We take your comments very seriously and appreciate the opportunity to improve. Our records indicate that we previously responded to you. If you have any additional questions or concerns, please feel free to reply directly to that email, or contact us again at www.aa.com/customerrelations. Thank you.?Customer response
07/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***************************Initial Complaint
06/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
American Airlines canceled my outbound flight from ******* on May 17, 2024. I still took the return leg home after booking another outbound flight on another airline. They told me to request a refund. When I requested a refund the first time, their website didn't log it. I called them, and was told that the refund department cannot be reached by phone and that I needed to submit the refund request again via a generic "complaint" submission. I did so, and the refund request was logged (I checked the refund status page to confirm). Then they denied my refund without explanation. And since I cannot call the refund department, I don't know why. I also cannot submit the request again through their website, it won't let me. This is unacceptable. They canceled the flight. I'm entitled to a refund. I started the process well within their proscribed time for refund requests. Horrible process. Big company taking advantage of the average person. Ticket number *************Business response
07/03/2024
Thank you for taking the time to share your feedback. Please know we take your comments very seriously and appreciate the opportunity to improve. Our records indicate that you currently have an open case with our Customer Relations team that is currently under review. You should hear from our team soon. In the meantime, we thank you for your patience.?Customer response
07/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*********************Initial Complaint
06/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My husband and I attended a wedding in **********, ******* on June 1 and our original flight from ****** to ********** was cancelled due to bad weather. We decided to rebook a flight from ******* to *********** so we could get to our destination that evening and join our son and daughter for the short side trip we had planned. We had an Airbnb booked for 2 nights and although this was a major inconvenience, this plan appeared to be our best option. This flight, however, also had delays that pushed further into the evening and was finally cancelled due to lack of a flight crew. We decided to get rebooked on another flight into ******* the next morning because again that seemed to be our best option. This meant we had to rent a car and drive to ***********, as well as having the inconvenience of driving to ******* and having to pay for airport parking, all of which added more expenses to our vacation. We were offered vouchers to stay at a ************* (all of 4 hours), but even the hotel was unacceptable it was very run down and sketchy and had a terrible lay out we (and another passenger who was on the same flight) got lost trying to locate our rooms. While waiting to receive the hotel and $12 meal vouchers, I overheard the airline agents talking to a passenger who had been offered a $2000 voucher for volunteering her seat; however, we were offered nothing for all the hassle we had to endure. We experienced more delays the next day but finally did make it to *******. On our return, we again had more flight delays and stress and spent many hours in the airport, again had to rebook flights because we missed our connection and didnt get back to our final destination in ******* until nearly midnight. When I contacted American Airlines about this, I received a reply thanking me for my input, but no offer of any kind to resolve/compensate us in any way. We feel AA owes us and as they did not respond professionally, I am requesting BBBs help with this matter.Business response
07/03/2024
Thank you for taking the time to share your feedback. Please know we take your comments very seriously and appreciate the opportunity to improve. Our records indicate that you currently have an open case with our Customer Relations team that is currently under review. You should hear from our team soon. In the meantime, we thank you for your patience.?Customer response
07/08/2024
Dear Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. That said, I wanted it to go on record that I asked for clarification (and I am awaiting their response) on whether the offer of compensation would extend to my travel partner.
Regards,
*****************************Initial Complaint
06/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Flight AA3918 was delayed multiple times on May 14th and as a result I missed my connection to AA5608. I went to AA customer service and there were no more flights until the morning and they advised me to find my own hotel and no matter the cost AA would reimburse it because they couldnt find any hotels in their system. My hotel was about $165/night when most in the ** area were $500/night. I also had to eat the cost for my hotel that was at my final destination of $165 since it was too late to cancel for refund. I have attempted to work with AA multiple times to get reimbursed, first response gave me $25 in flight credit, second gave me 7500 flight points and the third gave $109 reimbursement for hotel. None of these credits cover the expenses I accrued not to mention the fact that the flight representative in customer service lied about this process. AA needs to be more accommodating of their customers, especially when the misfortune was a result of their actions not mine. Total flight cost was ******.Business response
07/03/2024
Thank you for taking the time to share your feedback. We take your comments very seriously and appreciate the opportunity to improve. Our records indicate that we previously responded to you. If you have any additional questions or concerns, please feel free to reply directly to that email, or contact us again at www.aa.com/customerrelations. Thank you.Customer response
07/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I am waiting on the final check for full reimbursement of additional expenses accrued to be received.
Regards,
*************************Initial Complaint
06/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am reaching out because I have tried to receive a refund for a flight that was cancelled and then rescheduled to a much later time. I was not able to make that flight and cancelled it, requesting a refund as they advised. They received the refund request on June 2nd. I have allowed the 10 business days for a response/refund and contacted them twice in regards to an update and have not received an answer. I am requesting the BBB to please help assist in receiving my refund as was requested.
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