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1/09/2022 update:
More delayed flights, 3 hours and counting. THen when they start to board the plane during the walk on the jetway they say oops, We didnt mean to start yet/ 45 minutes standing on the jetway for a plane that has mechanical issues. SOunds about right. Continued to wait on the Plane for another hour and still have not departed. 

1/08/2022 update:
Days long Cancellation. Followed by non rebook. Waiting for possible departure the following day. NO HOTELS PROVIDED. when rebooking my flight they tried to charge me $500.00. when i booked on AA website while speaking to them i got if for $137.00
This needs to stop. IF its happening to me, its happening to everyone. I however will keep posting this publicly until i get a response from a manager to address my going on a year of issues. I will take this to the news, social media etc.

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12/28/2022 update:
Customer support cancelled my trip that was already booked, She told me that it would be an even swap to the new flight on friday, After she cancelled the flight for thursday suddenly my trip friday was 27000 points, i have 14k available meaning not only do they still have my luggage with all my tools, Dropped me in the wrong airport, Now i have to spend an additional $400.00 to make up for their mistake.
After waiting for 74 minutes on the phone just to have the call dropped i tried CHAT, i reiterated the entire ordeal, he referred me to customer relations whom i've already talked to and already told me it was ready to be paid i just had to pay taxes. When i logged in it just shows as pending. Again another horrible experience. 

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12/27/2022 update:
So 5 hour delay from a 9:30 wheels up. this was just because they didnt have a crew... , i didn't leave ATL until 1:40. Missed my connecting flights, Then my luggage is Lost due to conveyor belt breaking down. didnt even land in the same airport
We have 3 service calls to be on over the next two days, now I don't have tools, Toiletries or even a change of clothes.

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I travel a lot, Normally north of 40 weeks a year, Howerever 2022 has been a downright embarrasment.

This may reach out and hopefully there is something we can change, I fly American Airlines 40+ weeks a year, 2022 however was a disaster. Normally I take it with a grain of salt but the amount of times I had to sleep on the floor, the amount of times I spent all day just waiting for a flight to take off is mind boggling. Clearly I fly a lot to reach the status that I have and yet here I find myself contemplating staying with aa or leaving to United or delta. Here are a few issues

1- I lost $50,000.00 from customers I couldn’t reach in an appropriate period of time, meaning I booked my flight with a cushion day and still didn’t arrive on time, customer backed out. Not once but 9 times. Do you have any idea how embarrasing it is to tell a customer sorry, Trying to make it but just cant? ...I service specialized Equipment, So when the equipment goes down and i have to respond its got to be within 48 hours in most cases, There is no reason why I can't book a flight from ATL or SAV to anywhere in the country when weather is not a concern...

 

2- my luggage has been lost no less than 11 times. Each with my tools, my very expensive tools, calibration devices and things they cannot be purchased from a store, each stopped me from performing my job, customer gets mad, sends a credit card chargeback and now I’m out travel and their payment among tons of other examples. So I started driving, 8, 10 so times more hours to endure I’d get to where I needed to be. On 2 occasions I lost a brand new in the box GoPro 10, I also lost a nikon d7500, my camera did not have a receipt because i had it for over a year and do not keep receipts forever. 

The next time my baggage was destroyed ruining a Sensor that cost nearly 5,000.00 that i build specifically for machines, it is not a fast build and difficult to replace. 

 

3- the most recent happened when i was on my way to our charity event, we race motorcycles on the off time to benefit st Jude, I was left stranded yet again recently, my team drove from Georgia to Baja California, I was supposed to meet them instead, I sat in an airport while paying for my truck, crew, and bike to make that journey just for me, the main rider not to show up. I could literally go on for an hour. JOURNEYTOBAJA

 

My main issues are I’ve reached out a half dozen times; I’ve never not once gotten any feed back except from that rockstar Ryan in central baggage, he's been great. all the other responses are generic responses, then when i would respond id get another generic response. Id hope the folks at the customer relations dept would care just a bit more than not at all given the amount of money i spend with American Airlines..

 

Nobody from customer relations would talk to me, I just got 27 auto replies, or an insulting 10k miles offer for the inconvenience.

 

I Earn that in a week, why would I care about more? Now, I was informed that qualifications end in Feb 2023, so not only do I get to continue horrible service but I get to do it from the back of the plane, I’m 6’6” tall… that is torture, slow and painful torture.

 

Make it make sense, explain to me why I should be brand loyal when there is zero loyalty back. How can American Airlines correct this wrong. If you have read this far I really appreciate your time.

 

James Church

On Dec 9, 2022, at 12:46 PM, AmericanAirlinesCustomerRelations@aa.com wrote:



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December 9, 2022

Hello James:

Thank you for reaching back out to us. This is in response to your recent follow-up regarding the baggage claim that you submitted online. I'm sorry to hear that this issue has not been resolved.

While we'd like to be of assistance with this matter, your particular request regarding information on your delayed baggage and compensation for items purchased can only be handled by my colleagues in our Central Baggage Resolution department. You may contact them directly at 1-800-866-4010. The Central Baggage Resolution department will supply you with further directions on submitting additional forms. I hope this information is helpful.

James, thank you for choosing American Airlines. We look forward to welcoming you aboard a future flight. You are why we fly!

Sincerely,

Ramona Monet

Customer Relations

American Airlines

AA Ref#1-32233431234

The information in this email is confidential and is intended solely for the addressee(s); access to anyone else is unauthorized. If this message has been sent to you in error, do not review, disseminate, distribute or copy it. If you are not the intended recipient, please delete this email from your email system.

If your comments are related to American Airlines service to, from, or in the United Kingdom and we have reached an impasse in terms of resolving your complaint, please know that we are obligated by the Civil Aviation Authority (CAA) to inform you that you may contact a CAA-approved Alternative Dispute Resolution (ADR) provider competent to deal with airline service complaints. American Airlines, however, does not participate with an ADR in resolving disputes.

RESPCONID: 1-ETQLWIM:

RESPID:1-ETQI57Q:

TID:1-ET2YAPU:

PROCESS:Response:

CONTACTID:1-DJWTJWK:

November 20, 2022

Hello James:

 

Thank you for reaching out to us. I'm so sorry your flight didn't operate as planned while traveling to Dallas. While mechanical disruptions are statistically rare, we realize you are more likely to experience a flight delay or cancellation than our average customer would due to your frequent travel.

Since you've experienced more than your fair share of these events, we can appreciate and understand your inquiry regarding our aircraft maintenance. Rest assured, the safe operation of every American Airlines and American Eagle® flight is our absolute priority. Our adherence to strict and careful aircraft maintenance practices is unwavering.

As a gesture of goodwill and to encourage your continued business, I've arranged to send you a $300.00 Trip Credit to use toward purchasing a ticket to travel with us. The Trip Credit will arrive in a separate email and will be valid for 12 months from the date of issue, unless otherwise stated and can be used to purchase travel on American or American Eagle for yourself or a friend or relative if you prefer.

James, it's truly a pleasure to have you as a customer. We're committed to providing world-class customer service, and we value your long-standing loyalty and support as an AAdvantage Executive Platinum® member since 2018. From all of us at American Airlines, we look forward to welcoming you aboard your next flight!

Sincerely,

Ramona Monet

Customer Relations

American Airlines

AA Ref#1-32199323416

The information in this email is confidential and is intended solely for the addressee(s); access to anyone else is unauthorized. If this message has been sent to you in error, do not review, disseminate, distribute or copy it. If you are not the intended recipient, please delete this email from your email system.

If your comments are related to American Airlines service to, from, or in the United Kingdom and we have reached an impasse in terms of resolving your complaint, please know that we are obligated by the Civil Aviation Authority (CAA) to inform you that you may contact a CAA-approved Alternative Dispute Resolution (ADR) provider competent to deal with airline service complaints. American Airlines, however, does not participate with an ADR in resolving disputes.

RESPCONID: 1-ESRZ86O:

RESPID:1-ESRZ86M:

TID:1-ESIN8YG:

PROCESS:Response:

CONTACTID:1-DJWTJWK:

Ramona,

A few weeks ago I reached out expressing the issues again, the bigger issue is our charity race to benefit st Jude was ruined due to the issues expressed in my email last time. I have not heard frimbanyone regarding this entire mess. Please advise. 

Thank you,

 


_________________________________________________________________________________________________

On Nov 28, 2022, at 8:42 AM, AmericanAirlinesCustomerRelations@aa.com wrote:



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November 28, 2022

Hello James:

Thank you for reaching back out to us. I sincerely regret that your baggage didn't arrive with you. I can easily understand your disappointment. To file a claim for your tool replacement, please click here. Once the claim form is completed and submitted, someone from our Central Baggage Resolutions team will review your claim form and be in touch with you as soon as possible. In the meantime, we're grateful for your patience. To view frequently asked questions regarding delayed or damaged baggage, please visit us online by clicking here

A $236.00 check to reimburse your hotel expense has been sent via postal mail to your address on file. Although I know it doesn't change the circumstances of your experience, I hope it helps to make amends.

James, we appreciate your business and continued loyalty with us and look forward to serving your future travel needs.

Sincerely,

Ramona Monet

Customer Relations

American Airlines

AA Ref#1-32224925737

The information in this email is confidential and is intended solely for the addressee(s); access to anyone else is unauthorized. If this message has been sent to you in error, do not review, disseminate, distribute or copy it. If you are not the intended recipient, please delete this email from your email system.

If your comments are related to American Airlines service to, from, or in the United Kingdom and we have reached an impasse in terms of resolving your complaint, please know that we are obligated by the Civil Aviation Authority (CAA) to inform you that you may contact a CAA-approved Alternative Dispute Resolution (ADR) provider competent to deal with airline service complaints. American Airlines, however, does not participate with an ADR in resolving disputes.

RESPCONID: 1-ESZPDX9:

RESPID:1-ESZPDX7:

TID:1-ESXVZU1:

PROCESS:Response:

CONTACTID:1-DJWTJWK:

________________________________________________________

Ryan,

Sadly I haven’t hear back from anyone after I escalated my other issues, just generic responses with 10k points which literally have any value to me vs the. Or 30k I’v lost in sales…

 I did however receive the check and you have been Americans saving grace because had it not been for you I would have taken my business elsewhere… 

 

With that said unfortunately I had a 20 hour day with 10 hours of delays and a very lost bad which has all my tools needed for this job In San Antonio. I have to be at my customers location in 4 hours, which means I’m going to Home Depot in the morning to buy an entire new tool kit, it’s likely going to be upwards of $700.00-$1000, drills, bits, electrical meters and clothing.

 

Idk if I have to go through the process from scratch but my flight was supposed to be Savannah to Dallas dfw landing at 9:00am, which got pushed back to Dallas at 11:xx, the delays all day till finally it said 10:59pm.

 

I diverted to San Antonio through Dallas arriving at 11 pm. I waited for my bag but seeing as the only updated I had all day was boarded plane st Savannah it was obvious it wouldn’t not be making it.

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