American Airlines

Complaint: [redacted]
I am rejecting this response because: A resolution has not been met! 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
First of all, I would like to direct some comments toward the Revdex.com. What 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.com. Aren’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 stand. After 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 flight. Now AA has made the case that they are not responsible for weather delays and on that point I do agree with them. But 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 delays. So, the fog delay in Albuquerque accounted for one hour of delay. Had this been the only delay, the connecting flight in Dallas would have in all likelihood been made. But what actually occurred that day started a domino effect that continued throughout the flight process. And that is where all of the customer service failures occurred. So, 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
1. After the fog delay, the plane had to be de-iced. Why couldn’t this be done while the fog was in effect?
2. After de-icing the plane, it was discovered that the air was not working on the plane. So, it had to be fixed. Since 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?
3. 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
4. There was no flagging of customers with missed connecting flights or directing to specific stations so new connecting flights could be arranged. In other words, the customers bore the responsibility of making their own arrangements.
5. 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 wait. Feeling exasperated and faint, another kind passenger assisted my Mom and pushed for her to be helped by the ticket counter.
6. 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 carry-on luggage 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.
7. 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.
8. 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 process. It was only after complaining online via AA’s website and after a long delay that I was finally refunded the price difference.
Springfield, MO
9. Despite repeated attempts to inquire at the ticket counter, no ascertainment was ever made to determine on which flight my Mom would arrive. So, I was left with no option but to check all arrivals from Dallas (3 flights) until my Mom finally arrived on the 8:30 PM flight.
10. 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.
11. 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.
12. Finally, when you are waiting for long periods of time at the airport (50 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, MO. Now 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, MO. It is obvious that no concern is made regarding the quality of the flight.
That brings me to my background. I am a customer service specialist who has worked in the hotel business for the last eighteen years. In 2016, for the small hotel category, our hotel was number one on Trip Advisor. And in 2017, our hotel was number two for the year. So, needless to say, I know a little bit about how customer service issues should be handled. That is why I find the lack of customer service from AA in this matter to be so egregious and even outrageous. To 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 half. And 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 cookies. We feel it is our responsibility to offer our guests the utmost in customer service and that is what we strive for every day. So, that is why I feel that I am well within my rights to ask for a refund of the departure flight. The customer service failures for this flight were way above the norm and thus, proper restitution needs to be made. Thank you for your help in this matter.
Regards,
[redacted]

“American Airlines has indicated that they’ve received your correspondence and have responded accordingly. Given that they’ve addressed your concern/question, they have since closed your file. If you need any further assistance from American, visit them online at [redacted].”

Complaint: [redacted]
I am rejecting this response because: I was not compensated financially by American Airlines. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: it has been TWENTY TWO (22) months since I filed this complaint. It is completely unprofessional and unacceptable that a company as large as American Airlines would disrespect their customers this way. I urge everyone to look to an alternative airline for all their future travel plans. My family and I will NEVER use the RACIST American Airlines again. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Thanks for reaching out. AA actually did respond to a formal written complaint I filled online. They credited $100 to my account...

for each flight ($200 total) that I must use with them within the year and they apologized. Thanks for your efforts. Best,[redacted]

Passenger has been contacted under case number [redacted] on April 3, 2018. See attached.

Passenger has been contacted under case number [redacted] on April 9, 2018. See attached.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
American Airlines did resolve the issue witj me directly. I am satisfied with the resolution.
Regards,
[redacted]

Complaint[redacted]
I am rejecting this response because:
I filed the complaint after I received a response from American Airlines on August 11th that they denied my request. The response from...

American Airlines is not as per the conversations I had with American Airlines representatives or their website. Based on all my conversation, the extra baggage is supposed to be $100 dollars and I was charged $325 by their codeshare partner and they claimed that part of this charge will go to American Airlines. Because I purchased the ticket from American Airlines, I can only work with American Airlines. I did contact [redacted] airways, but they said, because I purchased ticket from American Airlines, and if I have any concerns on the charge I need to contact American Airlines only. If I had purchased ticket from [redacted] there wont be any charge, because their rule is 2 bags per person, and American rule is 1 bag per person, so the charge.
Regards,
[redacted]

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

Passenger has been contacted under case number [redacted] on February 14, 2018. See attached.

Customer was contacted on April 3, 2018 under case [redacted].  Please see attached.

Complaint: [redacted]
I am...

rejecting this response because: American Airlines did not resolve my complaint. My luggage was damaged in their care and they did absolutely nothing to fix it. I was told by a representative that if I could not provide an original receipt of luggage purchase then there was nothing they could do. I explained to the representative that there was no way I could have known to keep a receipt from a purchase that I made years ago. And I also had no clue that trip would be the day that American Airlines would ruin my luggage and not try to fix the situation. It is amazing that a major airlines can damage your personal items and get away with it.
Regards,
[redacted]

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

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

Complaint: [redacted]
I am...

rejecting this response because: The response never changed ($50 certificate for future flights) which I used for my son.  The figure never changed from the very beginning, after several back and forth between American Airlines and myself.  To be honest, they weren't going to change anything, even though it cost me more than I received from them by scheduling a more expensive flight to get to my destination earlier, and they did not care.  American Airlines are the worst!
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Thank you so much for helping us dispute our claim. As of this past week we have received a partial refund from American Airlines...

and are content.  [redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:It took 9 months to get a response and over a month to get back to Revdex.com - I just received this. Not much of a "renewed partnership" with Revdex.com and...

certainly not much of a customer commitment if any. It looks more like AA is trying to get ahead of something. I left that phone conversation feeling jilted. Though not out of the question, I didn't even hint at the notion of receiving credit or a voucher and, immediately, it was brought to the forefront those options would not be available under any circumstances. The massively defensive posture was the impression (imposition?) I was left with. I remember nothing else from that call except wanting to end the conversation. Work on your people skills. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The airline did not compensate me in any way for the inconvenience and expenses I incurred as a result of their lengthy delay. The least they could do, since they can refund my ticket is to provide me with a travel voucher that would allow me to continue flying with their terrible service. 
Regards,
[redacted]