American Airlines Customer Service

User Reviews, Ratings and Comments



American Airlines customer service is ranked #230 out of the 939 companies that have a sportpref.ru rating with an overall score of 44.11 out of a possible 200 based upon 950 ratings. This score rates American Airlines customer service and customer support as Disappointing.

NEGATIVE Comments

816 Negative Comments out of 950 Total Comments is 85.89%.

POSITIVE Comments

134 Positive Comments out of 950 Total Comments is 14.11%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • American Airlines

    Customer Service Scoreboard

    • 44.11 Overall Rating
      (out of 200 possible)
    • 816 negative comments (85.89%)
    • 134 positive comments (14.11%)
    • 1 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.5 Issue Resolution
    • 2.9 Reachability
    • 2.1 Cancellation
    • 3.8 Friendliness
    • 3.7 Product Knowledge

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Posted by Kafraiim88


Ivery dissapointed as a wheelchair person I was there at 430 no one to help anything I dragged myself with two luggage to the front took me 45 min no help to get in then I miss the flight on a very importantly business meeting. Consider this my last flight on this Mickey Mouse airline because the money time and schedule I was cost is the reason why after this I will never ever fly Thais unorganized frugal airline that won�t pay a soul to help out a first class customer

Posted by maryg


I paid for a premium seat with American Air. The flight came in 2 hours late, so I couldn't make my connection. The AA rep then booked me on a flight the next day with a seat that was literally next to (30 inches away from ) a smelly bathroom. The flight attendant's response was that"somebody" needed to sit there. AA doesn't take customer complaints by phone. You have to email them. They responded and seemed to feel that I should appreciate their "generous" offer the refund the $25 I paid for a seat upgrade. Unbelievable!

Posted by sharon


Hi my name is Sharon

I asking for a refund or credit. I flew to Maryland on Wednesday with your airline. We we stuck on the runway prior to leaving for 30 min the when we arrived we were stuck again on the runway for over two hours in a thunder, and lightening storm before we could get out of the plane. We were first told that it was to dangerous for the people to work in the storm, but we were just left out in the storm.Then on the way back our flight was delayed over an hour again. I had things planned and a schedule to keep, and missed appointments due to all the delays. Please give me my money back or credit.

Thanks Sharon

Posted by Christine cates


I live in grand blanc blanc, michigan and needed to travel to Wausau wisconsin for a funeral on Friday, August 4,at 11am. I was booked on a flight from bishop airport inflint with a connecting flight at ohare airport in chicago on Thursday August 3. It was canceled and i was booked for a 6am flight from metr airport in detroit. My husband drops me off at 5am. I get through security and check at a aa desk for the gate. He tells me it is canceled. He books me on united flight to still get my connecting flight in chicago for the funeral at 11a. I walk to the other end of airport in my black dress and heels to find the gate screen shows a flight delay till 10:20a. This will not work for the Chicago flight. United tells me to go back to aa to find a different flight. I walk all the way back and i am booked for an 8:20am flight with aa. At 8:10 the attendant at the gate announces the flight is canceled. I am not able to make the funeral and see my family. My daughter finds a sitter for her two babies to come get me in detroit. I cried all the way home.

Posted by my name


I spent over $15,000 getting 6 family members to Europe and back. Not a single America Airline flight got there on time. Delayed over 24 hours getting there, three delayed over 18 hours getting home. Nobody cares. Can't get luggage out if weather cancels a flight. Other family members using United for similar flights not cancelled, but American routinely cancelled flights. Terrible service, terrible people. I'll never use this company again.

Posted by Anonymous


Your process for cancelling a ticket within 24 hours of making the reservation and getting a refund is terrible. I purchased two tickets and have tried to cancel them within 24 hours of purchasing. It makes no sense that this requires two different processes (a phone call to cancel and then an application for a refund). This is ridiculous in this digital age for a process that should be quick and automatic. I have never received any email confirmation of either the cancellations nor my application for a refund. In addition, the application for refund process keeps saying that the ticket is nonrefundable and the request needs to be reviewed and may take 2 billing cycles to get a refund. This is crazy and should just be automatic within the first 24 hours. Please look at Delta's process and see how easy you could make it for customers. I am left feeling uncertain whether I have actually cancelled the flights and have called several times and used up too much of your staff's time just to make sure the flights were cancelled (since I have still not received any confirmations) and now I am waiting for confirmation about the refund. I will not book directly with you again if this is not changed. Expedia has a better process, so I will book through them.
Please, please come into the digital age for your system of online changes!!

Posted by pb


Cancelled a reservation within 14 hours of making it. Then they said go to another page to request a refund!!! Then the dialogue box would not accept the reservation code or ticket number to request a refund so now we have to tr calling the rep for a refund that by law is automatic!!!!!
Also, it is next to impossible to find a way to cancel an AA flight without knowing your AAdvantage password. I found anohter site once, but twice in the last 24 hours I cold not find one not requiring tht info. It is not at all intuitive. I forgot to write it down...

Posted by Anonymous


On aug 2, 2016 i flew in on flight #2193 from St.CriOx TO Miami we were late leaving St. Croix the flight crew tried to keep us informed but they were stuck with us too they had flown 9 hours . We were diverted to land in WEST PALM BEACH AIRPORT LANDED AT 7:00PM ON THE 2TH WE REMAINED ON THE TAR MAT WITH NO REAL ANSWERS AS TO WHY WE COULD NOT LEAVE THE PLANE,FINALLY WE WERE ALL GIVEN A CARD TO SPEAK TO AN AGENT FOR HOTEL ACCOMMODATIONS I i I WAS CHARGED 92.26USD I COULD NOT CANCEL THAT ROOM TILL 3:30 AM WED. THE HOTEL REFUSED THE REFUND my control at that time was we got vouchers to The Hilton hotel at 3:45 am wednesday morning by the superviser. He said to cancel the flight but was refused the refund from Hamton Inn West Palm beach 33409 even though it was explained to them i could not cancelled til we got off the plane by that time it was 3:45am too late to cancel,if u can help with this issue, their credit card ended with 2602 Wells Fargo bank.please help me get my refund back i never stayed there. But they did not care to work with me. I WAS JUST DOING WHAT THE FLIGHT CREW TOLD US TO DO.

Posted by madlug


I was charged double for my seats. my husband payed for an upgrade and when I went to check in on line I noticed we had different seat along with different aisle. so I payed for an upgrade not knowing he had payed. it was a difficult time and we where trying to get out of town to see my mother in law that was barely holding on before she past away. I tried calling and explaining but there was no compaction. I did receive a call from someone but it seems as to what they had said on the phone is not what they email me back. so frustrated with american airlines.

Posted by celia


Hello, I keep calling you and it get cuts off everytime. I need help with a trip i bought few weeks ago. I can't contact the agent who helpped me to get the tickets. He is not answering the phone or emails or SMS ETC... I NEED THE INFORMATION for the trip, itinerary, documentation etc.... I need to know if really was bought or not. The trip was paid mine ticket and my husbands charles D younger leaving on Sep. 21st. until oct. 4th. and I am leaving from Sept. 4th till oct. 4th. Please i need confirmation number or locator or information about the trip, since the agent didn't send me anything. I don't know absolutly anything.. no time no fligh # etc...I will appreciate if i get this information in a email because I tried 5 times to get it and got cut everytime. Thank you so much. Celia younger AKA Celiapilar de Miguel-Younger

Posted by Anonymous


Hello, I keep calling you and it get cuts off everytime. I need help with a trip i bought few weeks ago. I can't contact the agent who helpped me to get the tickets. He is not answering the phone or emails or SMS ETC... I NEED THE INFORMATION for the trip, itinerary, documentation etc.... I need to know if really was bought or not. The trip was paid mine ticket and my husbands charles D younger leaving on Sep. 21st. until oct. 4th. and I am leaving from Sept. 4th till oct. 4th. Please i need confirmation number or locator or information about the trip, since the agent didn't send me anything. I don't know absolutly anything.. no time no fligh # etc...I will appreciate if i get this information in a email because I tried 5 times to get it and got cut everytime. Thank you so much. Celia younger AKA Celiapilar de Miguel-Younger

Posted by [email protected]


i sent you a letter about being charged for first bags on my trip to cancun from jfk. i also noted a verble fight with the steward on our return flight. i received a letter from jennifer Tecor Customer Relations stating i would receive a refund for $125.00 for three people from jfk and two back from cancun. the letter also said we would get2500 Bonus miles put back into our account. this letter is dated june 24 2016. Advantage as of now nothing has happened

Posted by Patricia


American Airlines is a nightmare. This is the second time they have ruined our vacation. They cancelled the flight, losing us a whole day in Hawaii, and then downgraded us from first class to economy. Though I have filled out forms several times,once again a check or line says they have no record of our application for refund. American Airlines stinks!

Posted by Karen Jno Baptiste


Good day,

This is my third email, I do not need a refund i nee a credit to purchase another ticket to another state. Hope for a respond.

Posted by [email protected]


I have Requested while ago for a refund of 573.00 for repurchased ticket at the st.louis air port I have not heard from you ??? Why Please review and refund me in 3 days need an answer

Posted by Anonymous


I Was An Ammerican Airline Loyal Traveller Who Only Travel With American Airline They Finally Broke Me No More The Customer Service Rep Are Heartless They Do Not Show Any Emotion When U Have A Difficult Situation All They Do Refer To The Website.

Posted by $$$ stolen from an old lady


I purchased a one way ticket to Tucson, Arizona with the thought of moving there in August 2016. I have had to cancel the flight because, as of this day, I was not able to raise enough money for the move. I am a 74 year old widowed senior citizen on a fixed income. American Airlines was so kind as to say that I had purchased a non-refundable ticket so I can not get a refund. The flight is about six weeks away. I certainly believe that good old American Airlines will be able to resell the seat, and probably for more than I paid for it. Question: What do they do with all the money they STEAL from those people who have no choice but to cancel their tickets?

Posted by Anonimous


Last week my cousin was not allowed to fly cause he was intoxicated.
The awful AA instead of call the consulate of his country let DHS take him to a hospital in an ambulance.
The awful and unsafe hospital was Jamaica Hospital Center (near JFK airport)
My cousin was robbed in the hospital when he too his clothes off.
NEVER FLY WITH AA AGAIN.THE BEST DAY IN AMERICA WILL BE WHEN AA RUN OUT OF BUSINESS.
I hope will happen soon.

Posted by Concerned


We are extremely upset with the lack of respect and responsiveness with American Airlines. we are still waiting for resolution of a claim for lost luggage now going on 6 months. This has been the worse experiences we have ever had with any company.

Posted by Jgavin2345


This is the first time I used american airlines in 30 years. This will be my last time. Cancel my flight after being on the plan for 30 minutes. Taxi ride to Newark during rush hour. Arrive 3 minutes after check in, on my way to Jacksonville for my brothers funeral. Attendant tells me to bad I am not issuing you a ticket. I get my ticket from her and made my flight. I have severe COPD so it was not easy. Had to carry my luggage which I had paid to have you take care of. Applied for my $25 refund a month ago, but in my claim and sent you my supporting documents. No Response. I am sure you need the money more than I do. You can be sure I will tell everyone NEVER to fly on your airline.

Posted by NYY Fans


We requested a refund a month ago because my husband had an accident and hurt his foot. It was a medical emergency. He had to have surgery and there were complications, so we cancelled our flight immediately. We have written, faxed, called, and emailed the Refund Department with the proper information to request a refund, since my husband won't be able to travel for some time. A few emails have been sent to us from the Customer Relations Department and they finally forwarded our information again to the Refund Department. They keep telling us to check the website for the refund status, but nothing has been updated. Our issue was assigned a document number and it just sits there. We would like to know the status as soon as possible.








efund department. The Customer Relations Department did email us a few times and did finally tell us that they were forwarding our information to the Refund Department. We have not heard anything and we are getting the runaround!

Posted by [email protected]


I bought 3 tickets from A'A, because of my help reasons couldn't travel,that was me my wife wife, and my little boy cost me more $150+. MY surgery was Lumbar puncture,(spinal) I did contact AA agent to multiple time,fax to them the the hospital discharge. they mislead me with no answers. Reservation

Posted by Anonymous


To whom it may concern,





On February 27, 2016 we were scheduled to fly out of Baltimore with a connecting flight in Philadelphia onto Aruba. Our flight was leaving at 6:30am. When we went to get into our car at 4:15am our car would not start. We contacted someone who was willing to take us to Philadelphia, knowing by the time they could pick us up we would never make the Baltimore flight. I called the 1-800 number to let them know we would not be able to make that flight and the circumstances we encountered. At that time I spoke to Barbara who informed me that they would have to cancel our original tickets (which we already had boarding passes for and seats together) and reissue us new tickets and new boarding passes at a cost of over $500.00 per person which included a $200 transfer fee.





Due to the overwhelming stress we were enduring very early in the morning, we had completely forgotten about our insurance plan that we purchased, (Policy Identification number AMR20001267617). To add - the American Airline Associate's lack of compassion, Barbara did not even inquire as to whether we had insurance or not, she merely said we could not do what we were planning that we would have to purchase these new tickets. When arriving at the Philadelphia airport we also realized that our original boarding passes were no longer valid (in which to the cost of the tickets we paid EXTRA for seats together) and were issued new passes which put us sitting on complete opposite sides of the plane, not being comfortable with flying that put more undue stress on me and starting out your much anticipated vacation with all these obstacles it was not very comforting that American Air was not willing to help us out at all. At this point I am very disappointed with your airlines and most likely will not be using your airlines for future transportation. I hope that in the future you may have your employees try to understand the situation that YOUR clients are under and TRY to be a little more forgiving instead of adding increased stress to the situation. The vacation is already expensive and to have to add an unexpected $1000.00 to it did not help matters at all.





Please refund us the amount that was charged due to the insurance that we purchased. The amount was $511.40 per person which is a total of $1022.80.





Sincerely,

Beverly A. Jack

Posted by Wendi


OK....I would like to know how Anonymous spoke to countless representitives, when I have been able to talk to only one in the past 3 weeks, who was an on call ticketing agent that was no help at all. I would like to be able to talk to a human not keep submitting ignored emails and online form complaints. What happened to the good old customer service days? I work in tourism, and this is appalling.

Posted by Anonymous


I tried to change tickets from NY to Brazil. I didn't want to take my children to that country considering the Zika virus. Despite the company's policy of REFUNDING pregnant women their money (acknowledgment that something was wrong down there) i was still going to be charged $300/ticket just to change destinations!!! I had 5 tickets including 3 child tickets and was told that I would have to pay that additional $300/ticket for a total of another $1500 just to change flights. COREY MCLAMB a "supervisor" from the Raleigh NC office not only was rude (and seemingly not that intelligent), he talked over me, didn't attempt to make any accomodations and basically blamed me for not buying refundable tickets. As I tried to ask for some kind of accomadation, this guy Corey McLamb HUNG UP ON ME. I didn't raise my voice or use foul language. He just couldn't grasp what I was asking, got frustrated and hung up. I couldn't believe a "supervisor" in "customer service" just hung up. At least I got reconnected to someone in the Dallas office that took better care of my situation. As a side note I actually did buy the insurance provided by Allianz, if you want to call it that. It didn't cover this flight change or cancellation. That insurance is basically worthless as well. Anyway,

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Posted by Anonymous


wonderful lady flight attendant on flight AA4666 on May 24th from Regan to Providence. She was very kind and caring, will certainly use your service with employee like her, sincerely, Brenda Weiss

Posted by Anonymous


On April 5th I left for home from the Augusta, GA airport on American. Your employee, JAMES SLADE, was at my check-in desk. What a wonderful representative of American's Customer Service he is. He was caring, helped me with issues and so wonderful to deal with. My flight home started off on such a positive note and renewed my faith in flying, as it seems there are more negatives than positives these days. More employees like James will certainly improve ratings. Caring Customer Service is the answer, regardless of how busy they are.

Posted by ACooper


William Blue was my American Airlines Phone Concierge and I could not have had a better experience! This man deserves a raise. He was able to reroute me without a hassle during the worst winter storm of the 2015-2016 winter. Thank god for this man and thank god for American Airlines.

Posted by Teresa


I would like to recognize agent Kacey Zwier for her outstanding customer service. We were cancelled on the first of 3 flights to Bari Italy with my husband and two children and she went out of her way to help us to reschedule. Other agents took short cuts and told us nothing could be fine but she made it happen for us and another young girl traveling alone.
The young girl didn't have anyway of getting in touch with her driver to pick her up and was worried!!
Thank you Kacey. Hopefully she gets some recognition.

Posted by USN Retired 1229


After speaking to several American Airlines people on the phone, being transferred numerous times one person helped me, Ms. Grace White... The difference was night and day; Ms. White handled all my questions and booked my flights without any issues. It is unbelievable that if one of the other agents asked if I wanted to use miles, I said yes and they transferred me to another department just to wait another hour on hold. One agent lectured me that she had been with the company 28 years and I didn't know what I was talking about when I asked about companion certificates. Ms. White carried on a conversation with me while she worked; it was like I was sitting in front of her. She asked if I was going to use my miles and I said no don't transfer me she laughed and took care of everything. This young lady needs to be cloned.... She needs to teach your agents to be more personable... I always like to make sure companies know when an employee goes above and beyond when it comes to customer service. Friendliness only applies to Ms. White... Product/Service Knowledge doesn't apply to the first group of people I spoke to.

Posted by Anonymous


want to give all my gratitude to Sharon Beach on march 29 on Las Vegas AA counter she helped me so much with an "ilegal connection" my flying agent had booked for me on my trip back home in Chile. She really made the difference between a computer and a kind helping woman

Posted by Anonymous


I was on the American Airlines flight from LAX to Maui, HI, Tuesday, 2/17/15. I do get motion sick, but not normally on a 'plane. There was a great deal of turbulence and I felt horrible. I attempted to go to the restroom even though the seat belt sign was on and a flight attendant (Kehau) stopped me and helped me. She seated me across from her, got me a flat stool for my feet, a cold compress for my forehead and neck, a bag to use if I needed it, and then some ginger ale. Another attendant also asked if I needed ice chips. I didn't get her name. I was extremely glad to arrive in Hawaii and very thankful for Kehau's attention. She is definitely an asset to your company.

Posted by JonSimon


Rarely had to wait on hold. When I did have to wait on hold they gave me the call back option which works just fine.

Posted by Susan


I would like to take this time to give very positive feedback on one of your employees his name is ANCELOT out of LA airport. On 5/1/14 we flew from Kona Hawaii to LA missed our connecting flight to Reno, NV because the flight was late getting in to LA. ANCELOT was the only staff that was helpful, kind, pleasant, knowledgeable to assist us. I am sorry it took so long to give feedback but I really feel this man is an total asset to your company and should be recognized I don't know his last name. I believe it was the day that all the computers where messed up because all flights were late. Anyway my Advantage number is 40V0ED0. Thank you again I do hope this gentleman will get feedback. Thank you Susan Kennedy

Posted by Anonymous


On May 4th I flew your American Eagles flight 2802 from DFW to SPGFLD, MO. The steward on the flight was exceptional. I am elderly and don't walk well. He came out of the plane, and carried my carry-on for me, and escorted me to my seat. When serving beverages he called me by name when asking what I would like. He came back 30 minutes later to see if I needed anything more. He made me feel like a valued customer. I would like to give him a commendation for his genuine concern and kindness. I believe his name is Raysan. He is a great asset to American Airlines. Sincerely, Cheryl Schmidt

Posted by Rowalla


We (4 of us) was staying on Cayman Islands with a flight out on 2/11/2014 with another airline. The weather caused our flight to be cancelled and the personnel from this other airline didn't try to help us get off the island. We went to American Airlines personnel and they helped us get 4 tickets off the island and back to the US. I would like to thank the young lady at GCM airport for her help in getting off the island. We left the island around 3:30 pm (est) to Charlotte, NC. I will definitely choose an American Airlines flight 1st over this other airline on next vacation trips.
Thank You American Airlines for your help.

Posted by Anonymous


spoke with grace white today about lost baggage. she was very helpful in locating the bag in tulsa, ok. she was very kind and courteous.

Posted by Anonymous


Steve Raghunan, When I forgot to put my favorite pocket knife in my checked baggage, he offered to find my bag and put it in. not being able to find it he mailed to me. This was in Atlanta when things were messed up cause of weather and things were VERY busy. He is a positive man and you should reward him.

Posted by viola


my daughter needs a wheel chair and when she got to Indy airport all was well, great service. she arrived at Dallas and was told her fly was 40 min late. They sent her to 4 gates, things were still good. the person who wheeled her to the gate left her thinking, I am sure that she was at the correct gate. The lady at the gate told her .Her gate was changed for the firth time.NO ONE CAME TO HELP HER so she tied to wheel her self and was unable to do so .some very nice passenger took her to her gate. And the air lines personal put her on the plane. I was very upset to think they told her to go to another gate but never bothered to get some one to push the Wheel chair

Posted by Anonymous


My wife and I want to comment Brion Inman, Operational Supervisor, who assisted us in a timely fashion to help us reach our desired gate during the Thanksgiving holidays. Thanks to Brion we made our destination on time. He is the consummate professional.

Posted by Charlie


I want to say thank you to Johnathen Gonzalez Echevarria for his help. On Thursday 10th October I flew from Waterloo, ON to Chicago, IL to connect to a flight bound for San Jose. Due to the line at customs, I had a long wait to be cleared. Despite asking for help so that I didn't miss my flight, the customs officials did nothing. Consequently others in the line with me missed their flights. If it had not been for the American Airline personnel who helped me once I got out of the custom's hall, I too would have missed my connecting flight. They retrieved my suitcase, dropped it at the AA check-in and raced me to the shuttle. Then, while they got me into the front of the line for security clearance, Johnathen Gonzalez Echevarria phoned the gate and told them we were coming. He then took my backpack and sprinted all the way to the gate with me running after him. It was a long way. The gate staff were waiting and I was allowed onto the plane. Johnathen did his best to get me to that plane and he did it with good cheer and exceptional professionalism. Thank you for what you did. His colleague was very helpful too...just not as fast as Johnathen and me, so I did not get her name! Thank you both.

Posted by Don't know what this is


I would like to thank and praise your employee Robin Anderson. We are seniors trying to book our tickets online. She was so helpful and patient with us. We certainly appreciate having people like her available to help seniors like us who struggle with the digital world!

April 22, 2013

Posted by Sunnyall


I recently completed four American flights and all were VERY WELL done. From Charlotte to Grenada via Miami and the bag check was free and the planes mainline planes were new 737-800's, one with the great new flag on the tail.
Only negative if there was one, was a $6 sandwich which was my breakfast on an early flight from Grenada.
Good Job American!

Posted by Anonymous


I would like to give a kudo to one of your agents at DCA airport. My husband had food poisoning and we had to rebook our flight home. I rebooked our flight on the phone and was told we could return economy but not first class due to lack of availability. When we got to the counter I asked if there were any first class seats available as that is what we were originally booked on. He MADE it happen and gave us priority booking. So, many thanks to Mr. Lee at DCA as he could see that my husband was not doing well. It helped to have a better seat as he is 6' 8" and would have been otherwise miserable. So, there was an agent who understood and made an effort to accomodate the customer.

Posted by Jan


Bravo to American Airlines...my husband left his computer on the plane, when we landed in Tampa....he had not realized this. We received a call from American letting us know that the computer was being held for him at the AA office. What great follow through by the airline staff. We retrieved the computer and all is well. kudos to AA....

Posted by Ana


Needed to use my credit from 2012 and the expiration date was on 3/10/13. Contacted on 3/10/13 and requested to buy a ticket with penalty but use the rest of the credit and add the difference. I was denied, I need help!!

Posted by klj


This morning at the des moines international airport colleen was very helpful. The other clerk. Who worked with her was rude and would not help me because she was too busy. Colleen noticed and even tho she was helpingf another person she said she would help me. The other clerk was prwetty and has an accent and was obviously too important to do her job. This occurred between 7:40 and 8 on 1-29-13 in the morning. People like colleen need to be commended and the other clerk needs to find another job not in serving customers.

Posted by Petra Clark


l am writing this letter on one of your employee Petra Clark she was so helpful to me and you should be proud to have her as a supervisor for your company, thank you John

Posted by Anonymous


I want to thank American Airlines for doing such a great job at helping me make reservations during the time of my father's death. The customer service was so friendly and helpful. I am glad I had them on my side when making my travel arrangements. I will tell all my friends to fly American Airlines. I want to thank Reservation Agent,Cheryl Freeman in Norfolk, Virginia for all of her hard work helping us during our time of grief. Very sweet southern personality.

Posted by Anonymous


Last Wesnesday when my husband and I were ready to visit our families in Colombia after one year and half of being studying in Canada, we missed our fligth and conexions due to a delay in customs. Fortunaly we counted with the help of the AA employees, especially Nella, who kindly made almost the impossible to be sure that we could spend the christmans and holidays with our families. We thank to AA and employees as Nella who made our christmas whishes came true.

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Posted by Wally1


Most people who find it necessary to post negative comments are the ones travelling for the first time, and looking for something free after buying a ticket; those of us who are members of this great Airline (I have been an AADvantage member since Sept. 27, 1987)and have had great & memorable experiences with most (if not all of the employees I come in contact with, the latest of which was on Saturday March 12, 2011 when reservations were made for my wife & I to travel to a Caribbean Island for our annual winter vacation. To say that agent Kim Davis (No. 689621) went out of her way to accomodate all mof my requests, especially with my wife travelling from a northern city (1, 700 miles away), while I'll be travelling from Houston, meeting up in Miami, would be putting it mildly. Credit needs to be given where credit is due, and given with the same intensity like those of complaints, and i do trust that the naysayers out there who are apt to complain will find it necessary to give credit to the next agent & or flight attendant who shows that he/she is just an employee doing his/her job.

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Baggage Service department
800-535-5225
General Customer Service
800-433-7300

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