American Airlines

Complaint: [redacted] I am rejecting this response because: Working within your response time requirement of calendar days before you close out the complaint, would require I have an actual offer from American AirlinesThat has not occurredI am to receive a call from the refund department, according to the most recent response from AAI appreciate the fact that they are figuring out the refund, but I won't be able to say the matter is closed until AA tells me the amount of the refund and when I can expect itThank you Regards, [redacted] ***

Passenger has been contacted under case numbers [redacted] and [redacted] on May 18, See attached

Complaint: [redacted] I am rejecting this response because: there is no solution that has been offeredThe ticket #'s are as follows [redacted] I responded to the gentlemen from American Airline Relations via my personal email as that is how he contacted me on Friday, March 16th Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: you did nothing Regards, [redacted] ***

Passenger was contacted under case [redacted] and a resolution offered

Passenger has contacted under case [redacted] and a resolution has been met

Passenger has been contacted under case # [redacted] and a resolution has been met

Passenger has been contacted under case number [redacted] and product explanation has been given

Complaint: [redacted] I am rejecting this response; while the response, on the surface, clearly shows an Airline willing to accept their faults It also clearly doesn't offer any recompense.Let me make this clearAmerica Airlines advertised a flight for quite a few months and then at the last minute (figuratively of course) decided to change the flight scheduleThis wasn't a minor delaythis was a multi-hour delay that had us landing several hours after the cruise was suppose to leave portIn essence, the flight was no longer acceptable to our needsWhen I contacted American Airlines about this issue, I was told I could either take a full refund, in a voucher form, or I could take an earlier flight; the only problem was there were no same-day earlier flightsThe only other same-day flight was a red-eye that landed at AM (or some ungodly hour)Either way, I had to spend money on a hotel room due to a flight change that was not my choosing, and by all accounts has never been explained by American Airlines.To top it off, [redacted] was extremely rude and didn't careHe literally laughed at me on the phone and screamed at me that he was the "end of the line" as far as managers went and that I was just wasting his and my time Regards, [redacted]

Passenger has been contacted under case number [redacted] on January 31, See attached

Passenger has been contacted under case number [redacted] on September 13, See attached

Complaint [redacted] I am rejecting this response because:American Airlines did not in fact deal with it at allAnd is now contacting me over a year later...? Odd business practices Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I DID NOT REACH MY DESTINATION!!! WHAT ARE GOING TO DO BECAUSE YOU DID NOT GIVE ME AN OPTION ON REACHING MY DESTINATION!! I NEED TO BE CREDITED FOR THE LACK OF TRAVEL NOT RECEIVED!! Regards, [redacted]

Passenger was responded to on March 15, 2018under case [redacted] Please see attached

Passenger has been contacted under case number [redacted] on October 19, and case number [redacted] on October 22, See attached

Passenger has been contacted under case [redacted] and advised of the resolution

Complaint: [redacted] I am rejecting this response because:I responded back to this letter from American Airlines as follows on the same date of their correspondence, Dec5th, and received no response They have taken no action on my issues yet.Here is my response back to American Airlines, to which I did not receive a response: [redacted] Hello! Thank you for calling me this morning - I do still wish to pursue this matter In fact, in the last two weeks I tried again to use my Upgrade certificate, purchased with Business Exxtra points.On my trip to Wisconsin, I was told I was on the list to be able to use my upgrade certificate, but I didn't get upgraded due to lack of available First Class seats, which I understand, but then on the way back home on the same ticket, there were enough seats to be upgraded, but when I called Business Exxtra be able to use the upgrade certificate they said I didn't have the right kind of ticket to be able to use the upgrade certificate.So I've been trying to use this certificate for many months; it is now becoming dogeared/faded from being in my purse for so long because they say I need to have the certificate with me to use it.Every time I try to use it there is always some reason I can't use it - it is "too early" to get on the list to be have a chance to use it, or it is "too late" to use it because the seats in First Class are already used up to be able to use it, or there are not available seats, or most often - I don't have the "right kind" of ticket, which you don't even know until you book the ticket!So this all seems like a scam to me - the American AAdvantge program is so much easier to use (I don't have to carry around this ridiculous paper ticket, and I can mark online whether or not I want to use my AAvantage points to try for an upgrade, rather than having to make the time to call Business Exxtra So it seems like a scam or like Business Exxtra is hoping I'll just give up on trying to use it, or I'll loose the paper ticket, etc It just shouldn't be soooo hard to use it! I have more important things to do If I have an upgrade certificate and First Class seats are available, I should be able to just use the certificate Also, every time I ask anyone on the American Airlines staff about this, they don't really know anything at all about the program, so that is not great either.So there is a lot of improvement needed for this program, I just want to be able to use this upgrade certificate before it expires - I am quite frustrated with this I am Platinum and a Million Miler, so obviously I fly a lot but still I have tried to use it multiple times with no success.Thank you for listening - let me know how I can use this certificate and please make some improvements to this program[redacted] Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:American airlines did not honor their agreement to credit miles or compensate in anyway more poor customer service and lies as usual from them Regards, [redacted] ***o

Passenger has been contacted under case number [redacted] on April 20, See attached

Complaint: [redacted] I am rejecting this response because: I find their proposed resolution of a $refund to be almost as insulting and the entire situationI have another offer, you can keep the refund and instead refund me for my next flight I have booked with AA next week and I'll book it with Delta or JetBlue and no longer fly with American in the futureHere is the record locator for that flight [redacted] Regards, [redacted]