American Airlines

Complaint: [redacted] I am rejecting this response because: First of all, I would like to direct some comments toward the Revdex.comWhat part do you play in all of this? Are you just a liaison who allows back-and-forth dialogue to continue between the customer and the company? If so, I had already established a dialogue with AA before I came on board with the Revdex.comAren’t you supposed to advocate for the lowly customer against the prima donna company who treats customers like rug mats just because they know they can? Don’t you stand up for what is right and fair and go against what is wrong and unjust? At this point, I would like to know where you standAfter all, you did accept my case as being valid I would like to take a different approach to this case by pointing out all the customer service failures that occurred on the departure flightNow AA has made the case that they are not responsible for weather delays and on that point I do agree with themBut one would think that with all of AA’s experience with weather delays over the years that they would be better able to coordinate and handle logistical issues (connecting flights, etc.) in the aftermath of such delaysSo, the fog delay in Albuquerque accounted for one hour of delayHad this been the only delay, the connecting flight in Dallas would have in all likelihood been madeBut what actually occurred that day started a domino effect that continued throughout the flight processAnd that is where all of the customer service failures occurredSo, let me itemize them for you one by one (please keep in mind as you go through these items that my Mom is a First Class passenger): Albuquerque After the fog delay, the plane had to be de-icedWhy couldn’t this be done while the fog was in effect? After de-icing the plane, it was discovered that the air was not working on the planeSo, it had to be fixedSince this was an 8:30AM flight (assuming this to be the first flight of the day), why isn’t the air check a basic checklist item to be done before passengers have boarded the plane? Now that the delay has become two hours, and we know that connecting flights are going to be missed, why is there no coordination to set up connecting flights in Dallas while plane is in route, especially for First Class passengers? Dallas There was no flagging of customers with missed connecting flights or directing to specific stations so new connecting flights could be arrangedIn other words, the customers bore the responsibility of making their own arrangements When my elderly Mom (a First Class passenger) tried to arrange for her connecting flight, she was treated rudely by the ticket agent who told her to sit down and waitFeeling exasperated and faint, another kind passenger assisted my Mom and pushed for her to be helped by the ticket counter After a connecting flight was finally made, my Mom boarded a plane and she was placed in the very back of the plane (her being elderly with carluggage and susceptibility to air sickness)To add insult to injury, it was announced that all passengers would have to evacuate the plane without any explanation being given as to why After a second connecting flight was made, my Mom was once again, placed in coach in the middle of the plane instead of First Class Since my Mom was downgraded to coach on the connecting flight to Springfield, MO, the difference in ticket price should have automatically been refunded as part of the processIt was only after complaining online via AA’s website and after a long delay that I was finally refunded the price difference Springfield, MO Despite repeated attempts to inquire at the ticket counter, no ascertainment was ever made to determine on which flight my Mom would arriveSo, I was left with no option but to check all arrivals from Dallas (flights) until my Mom finally arrived on the 8:PM flight Despite the initial weather delay being only one hour, my Mom ended up arriving in Springfield, MO seven hours later than her originally scheduled arrival time of 1:43PM Upon her arrival in Springfield, MO, my Mom’s luggage did not arrive on the plane with her, but we had to wait another two hours for the next plane arriving from Dallas to finally get her luggage around 11PM Finally, when you are waiting for long periods of time at the airport (miles from home), you incur hefty parking fees Hopefully, by this itemization process, you can clearly see all the failings by AA during the departure flight from Albuquerque to Springfield, MONow I realize that AA’s main argument declares that since they transported my Mom from point A to point B, then no restitution is required except the difference in fare between First Class and coach on the flight from Dallas to Springfield, MOIt is obvious that no concern is made regarding the quality of the flight That brings me to my backgroundI am a customer service specialist who has worked in the hotel business for the last eighteen yearsIn 2016, for the small hotel category, our hotel was number one on Trip AdvisorAnd in 2017, our hotel was number two for the yearSo, needless to say, I know a little bit about how customer service issues should be handledThat is why I find the lack of customer service from AA in this matter to be so egregious and even outrageousTo give you an example, if only a small portion of similar customer service failures that I have listed here were to occur with one of our guests staying in our rooms, we would comp the room altogether or at the very least, cut the room charges by at least halfAnd this would be after the guest slept in the room, used the amenities, ate the in-room breakfast, and enjoyed the turndown service of fresh milk and cookiesWe feel it is our responsibility to offer our guests the utmost in customer service and that is what we strive for every daySo, that is why I feel that I am well within my rights to ask for a refund of the departure flightThe customer service failures for this flight were way above the norm and thus, proper restitution needs to be madeThank you for your help in this matter Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Passenger was contacted under case [redacted] on March 7, Please see attached

Complaint: [redacted] I am rejecting this response because: Never received an attempt to resolve issue Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I made a mistake purchasing the ticket and tried to correct the mistake with a gate agent directly after the purchaseI believe a company such as American Airlines should be able to listen to it's customers versus going to "policy" as a basis for customer serviceI believe customers today want transparency and a person to understand their complaints and handle accordingly versus making policies that don't listen to customersAmerican Airline's grounds for not allowing was that I purchased a non-refundable ticketI purchased this ticket very quickly, never even knowing that there are non-refundable ticketsI literally realized right afterwards that I made a mistake and within minutes tried to speak directly to an American Airlines agentI don't understand why there would be non-refundable tickets and should have a grace period (certainly within minutes) to make a change or cancellationI believe a strong company would have listened, understood my mistake and provided a refund Regards [redacted]

Complaint: [redacted] I am rejecting this response because: We only received a refund for the portion of the ticket we did not useWe were still inconvenienced by the incident, coding us a few hundred dollars for a rental car, and the time to make the driveWe also never received a contact from the business regarding our request Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: the response did not address my complaint at allAA was aware of runway issue that happened in the morning that day that affected our late afternoon flightThey failed to alert us until we arrived at the airportThe delayed response should demonstrate AA lack of concernThe complaint was June 2017; their response is January Regards, [redacted]

Passenger has been contacted under case number [redacted] on December 4, See attached

Passenger has been contacted under case number [redacted] on March 2, See attached

Complaint: [redacted] I am rejecting this response because:I think you may be confused by the information I previously suppliedThe flight may not have been oversold but the previous passengers were bumped from the previous flight so when my flight arrived the previously bumped passengers were then prioritized and placed on what was supposed o be my flight and my seatSo yes the flight appeared to be oversoldThe previous flight may have been the flight that was oversold so passengers were bumped, those bumped passengers were then given my seat on my flight and I was bumped without my consent! Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: They didn't do a thing Regards, [redacted]

Passenger has been contacted under case number [redacted] on April 4, See attached

Complaint [redacted] I am rejecting this response because:American Airlines never resolved this complaint to my satisfaction My multiple requests for either a call or email response went unanswered by the business, so I have not yet received the explanation I requested I am also disappointed by the timeliness of this reply (years after my complaint) I look forward to direct contact from American Airlines to explain their position and in what way they feel they have addressed my concern Regards, [redacted]

Passenger has been contacted under case number [redacted] on February 22, See attached

Passenger has been communicating directly with Reservations and a resolution has been metOur reference # [redacted]

Complaint: [redacted] I am rejecting this response because:They never sent a response to me regarding any outcome to this situation/matterI have since moved, and they are more than welcome to send the documentation to [redacted] San Diego, California [redacted] Regards, [redacted] ***

American Airlines has indicated that they’ve received your correspondence and have responded accordinglyGiven that they’ve addressed your concern/question, they have since closed your fileIf you need any further assistance from American, visit them online at a [redacted]

Passenger has been contacted under case number [redacted] on June 8, See attachedRequested receipts were not received by our baggage department

Complaint: [redacted] I am rejecting this response because: They really never addressed several of the core issues with me They never told me as a Consumer the following: The Website [redacted] is a booking company (Not and Airline Company), Book other airlines seats in association with agreements unknown to Consumers When purchasing Tickets from AA.COM You are purchasing booked seats on other airline flights of which AA.COM has no control over "CHECK IN" "SEATS" and "AIRPORT CHECK-IN" as stated a "PASS THROUGH BOOKING COMPANY" of which is "NOT" stated Prior to Purchasing an Airfare at AA.COM to the Consumer All other sites such as Travel.com [redacted] , and all others mention all of these key Notations to the Consumer that they would have no control once booked as to the Control of seating and all other aspects of the travel and have a Valid Refund Policy that allows consumers to receive refunds for not receiving what they paid for in validity American takes "NO RESPONSIBILITY" as to Booking to A PARTNER Airline through agreements that they think the consumer should not have knowledge of What American is booking and takes No Responsibility for the Refund, the Seats, the Cheof that other airline, and does NOT Take the responsibility of Informing the Consumer they are entering into this Agreement with American prior to Purchase of this Ticket This is a violation of Consumer Rights, and the Airline Transportation Association for Consumers, I have validly complained to them as well and American responded only by "NOT ACKNOWLEDGING" their Violation, and By Updating their Website to show now Airline Responsible but has not mentioned that they are not in control of Seating and Cheand Refunding or combination of those services is out of their control And NOT By offering a Refund for their Obvious sneaky BOOKING robbing the Consumer of Choices prior to Paying so deception of Purchase to the Consumer tricking them into Purchase by not offering the information prior to purchase, nor Offering a refund Prior, during, or Post Activity !!! American Airlines has recently been FINED for Various Refund Violations for Delays or Ignoring Refund Requests and this is one of them American Needs to address their Request for Refunds as well as pay their fines ! Not just wait for fines and avoid paying back Customers for their own Violations and lack of Responsibility in this industry that other airlines such as [redacted] Follow regularly and daily..! Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: this response literally took yearsI could have died without my breathing apparatusThey didnt care when they promised we would all make our flights, they didnt care when they gave us a dollar voucher to buy food at midnight at a casino(dollars yea right), they didnt care when I told them to make sure my bag was transferred to the correct plane, they didnt care when I tried to get them to find my luggage, they didnt care when I had to drive there several times to wait for my luggage that never arrived, they didnt care for the years this complaint existed No they never resolved the issue I want my money back for itthat was an absolutely ridiculous situation Regards, [redacted] ***