Browse Categories

• Airlines
• Appliances, Equipment, Tools
• Arts, Crafts
• Books
• Building, Construction
• Business, Finances
• Cars, Motorcycles, Boats, Vehicles
• Clothing, Shoes, Apparel
• Computers, Software
• Consumer Electronics
• Delivery, Moving Services, Storage
• Education
• Entertainment
• Food
• Furniture
• Gambling Games
• Games, Gaming Consoles
• Government, Police
• Health, Beauty
• Home, Garden
• Hotels
• Internet Services
• Jewelry, Watches
• Job, Career
• Kids, Baby
• Law, Civil Rights
• Magazines, Newspapers
• Nature, Environment
• News, Media
• Online Scams
• Online Shopping
• Other
• Pets, Animals
• Products, Services
• Public Transportation, Taxi
• Real Estate
• Restaurants, Bars
• Scam Contests
• Society, Culture
• Sports, Recreation
• Stores, Shopping
• Telecommunications
• Telemarketing
• Travel, Vacations
• TV, Music, Video
• Unauthorized Charges
• Unsolicited Phone Calls
• Wedding Services

Company: American Airlines

Category: Other

Mr Don Carty and Mr Thomas Del Valle, CEO and President, Customer Services Department of American Airlines, I am writing you to express my extreme disappointment on my traveling experiences with American Airlines in USA. I am the silver and ruby class member of the One World and I always intentionally travel with the One World member in order to maximize air mileage but I believe I definitely made a mistake with my decision to travel with American Airlines. Myself was traveling with my friend ?Mr. Michael Jovicic, we did book tickets on AA133 flying from New York, JFK to Los Angeles on 13 Nov 1600. In view we would like to spend a bit more time to travel around New York City, we came up with an idea to delay our flight to AA185 departing JFK 1900. On 2330 12 Nov, we phoned up AA toll free number and there? a very nice gentleman ?Mr. Brian looked into our enquires.

We tabled Mr. Brain our request to defer our booking to AA on the same day with all our ticket information, since the nature of our ticket which was on M class, Brain advised that we can only change our ticket when we arrive the airport and Mr. Brian told us that the aircraft is a 767 huge aircraft and the booking was only half full and it was crying for the passenger, Mr. Brain also told writer that as long as we arrived the airport at around 1700, it as 99.9 percent safe that we shall able to change our tickets and have a good trip to California. On 13th Nov, we did have good time and looked around New York City which was great and I feel US is a great city with great people. However the incident happened afterward changed my perception to New York City and I would like to share this terrible experience with tourists who are planning to visit to New York City. We arrived the airport at 1645 as suggested by Mr. Brian, there? a long queue on the line and we have waited for around 30 minutes until we got into the counter, we were attended by a very impolite and rough lady ?Ms McGrath in the counter, Ms McGrath told us the computer system was down and she did not able to receive our booking information in the system and asked us just wait and stand aside the counter, I understood system issue was probably out of her control so we took her advice and stood next to the counter. Ms McGrath continued to handle other customers which AA computer system could retrieved the information and we were continue waiting for another 15 minutes next to the counter. There were no further information provided i.e. what kind of computer system issues was, why she could handle another customers booking provided to us but not ours and we just kept on waiting and waiting.

We took the initiatives and suggested Ms McGrath to see whether there? any possibility to accept our booking by some kind of manual system or we could consider to buy another economy class ticket to keep on our journey. Ms McGrath? response was so impolitely and kept on saying that this is nobody? fault as this was a system issue and she could not check out the price of another ticket in the system. We waited for another 30 minutes to 1800 and we believed we could not tolerate just kind of poor service anymore. We went to Ms McGrath desk and insisted to get a quotation for another ticket and also explored the opportunity to understand why we were the only party did not able to obtain the booking pass. Eventually, Ms McGrath was able to provide us with the new quotation with the price of USD 1200 per ticket which we could not accept and we then insisted to talk to her manager. There? a black lady and her name is name something like Letty she attended us and after making some phone call and eventually she wrote something into our ticket and asked us to use her hand written document to obtain the boarding pass at the gate counter when we get on board at the gate. It was not perfect though as we have to explain the customs/security officers why we did not able to get the tickets and so on and so forth 3 times until we got into the gate. There was not a long line here and we have had our boarding pass printed eventually next to the gate. We understood we were the last two in the queue but at that time we were asked to go through another security check, both of us were not sure this additional security check were applicable for all passengers or only randomly selected, my friend went into to restricted area without our boarding pass and I was standing outside the restricted areas waiting for him.

At that time ?there? a manager who is named under Mr Wagner came to me impolitely and ordered me to get on board immediately, since I did not have my boarding pass and I was waiting for my friend to go through the security check, I refused to take his order. Mr Wagner went mad on my response and he called up the captain in the aircraft to unload our checked in bags and closed the gate. Of course I argued with him and told him he could not do that kind of unreasonable actions towards us, he reacted strongly by saying he can do whatever he want to and stood just 1 inch in front of me ?somehow trying to threatening me by his aggressive posture and calling for airport security by saying that I blocked the hallway. I could not understand Mr Wagner behaved that way and not waiting my friend go through the security check with will only take few minutes and not checking my boarding pass and ordered me to board. His attitude was rough to the us as the tourist and traveler and his action was totally unfriendly to the passenger and I could not understand why Mr Wagner can exist in the service industry. My friend Mr Jovicic could not do anything as he was going through the security check and he came out and asked for reason, of course there? no favorable reply just asked us to take the next flight which will depart an hour later. We were kicked out from plane and of course we could not stand your company service anymore and decided not to take your plan forever ! We went next door to JetBlue which cost us USD 280 each to buy new ticket and we did manage to fly to Southern California an hour later. I would like you to investigate my complaints seriously and hopefully give a fair reply to writer. I have intentionally copied in various media in Asia and USA and I believe the general public should have rights to know the reason why we have that kind of unreasonable treatment from American Airlines. Keith C