American Airlines review by Denise Trone

In order for you to understand this review, I'm just going to attach the letter that I wrote to the president of American Airlines, after many many futile attempts to get my problem solved through the customer service portal on AA.com. It's been about five days, and l've received no response from him. But that doesn't surprise me one iota. 5 December 2024 Dear Mr. American Airlines President, I realize that this is an investor relations email address, however, I have exhausted all resources through your customer service portal to get my situation resolved. I actually had to go through the customer complaint process on your website three (or four?) different times before I even got anyone to acknowledge my situation. I am going to provide you with all of the emails that I had with your American Airlines customer service department so you can see why I am so frustrated. I still don't have the check that I was promised for the cost of the hotel for $233 and some change, and I was told that was sent nearly a month ago. To recap, I paid for my daughter and my son to come to their grandmother's funeral in California. The morning that my daughter was supposed to go home, her flight was delayed to the point that she was going to miss her connecting flight in Dallas to get home to Rochester, New York. Fortunately, we caught it in time in the morning before I dropped her off at the airport, and she didn't end up at the airport in Dallas with a seven month old baby trying to figure out how to get accommodations for the night and how to get a new ticket for the next day. She had to call in sick to work, and I had extra cost for lodging, transportation, and food for the extra day that she and my grandson had to spend in California. This was not weather related, and we were able to get her a ticket the next day over the phone, at least. However, it was very disrupting and caused a lot of extra cost and stress for both of us. will tell you that this is not the first time that this has happened to me, not just from American Airlines (But mostly from you because I usually always fly with you.), but all airlines in general. Flight delays, flight cancellations, lost luggage, delayed luggage, last-minute gate changes, sitting on the tarmac for up to an hour or longer, no internet, flight bookings where I have only 30 minutes to get from one terminal to the next, and l've actually fallen twice in airports, running to make my gate in time. It's absolutely insane (This is why I choose to drive as much as possible.). And of course, when I ask what the reason is, the people behind the desk will never tell me directly, but usually it has to do with not enough staff to operate the plane, or a malfunction that has to be addressed, or the plane has to be cleaned, or the prior flight arrived late, or paperwork has to be filed. I swear, it's like being held hostage! Anyway, I think you get the gist of my complaint, so l'm just going to close by leaving you with all the emails I had back-and-forth with the customer service department about the cost that my daughter and I incurred for the extra day that we had to stay after my mom's funeral. It's stressful enough traveling across the country to deal with something like a huge death in the family, or to just visit family or friends, and the transportation aspect of traveling should not add to your patrons' stress. These are not all of the emails that were sent back-and-forth because there have been too many, and they're probably out of order but hopefully you'll see that the reason people really hate flying is because of situations like this, and the fact that airlines will do nothing about them, but make excuses, even though the government has passed recent laws stating that airlines ARE responsible to some degree for ALL of this nonsense! Cordially, P. S. The cost of my daughter's ticket, and the cost of the hotel and the transportation and the food and the loss of pay she took was well over $1000. All I was offered was $233 and some change for the reimbursement of my hotel. It's been a month as I said above, and I still have not received the check, nor have I received any response about why I haven't gotten it in the mail.