American Airlines, Inc. is a major United States airline. It operates an extensive international and U.S. domestic network, with scheduled flights throughout North America, the Caribbean, South America, Europe, and Asia. American Airlines is a member airline of the Oneworld airline alliance.
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The flight that never took off
It was supposed to be a 2-hour flight from San Francisco Intl Airport (SFO) to Phoenix Sky Harbor Airport (PHX). However, Flight AA486 departing SFO on May 22nd at 3:45 pm never took off. For this flight we purchased preferred seats in Economy class.
As soon as everyone was on board and settled the captain announced that Air Traffic Control (ATC) at SFO is delaying the flight for about 20 min. When the 20 min were up the captain told that he exceeded the allowable work time per FAA of 8 hours for the day because of the ATC delay and that he cannot fly the aircraft, and that another crew has to be found in order for this flight to leave; however, when that other crew will be found and will it be found at all, no one had any information.
As time progressed the cabin crew announced that if passengers wanted to leave the aircraft they are free to do so, but once you leave you cannot board again. After more time passed people started to leave realizing that they can no longer make their connections or simply because they did not want to stay in the aircraft. At about 4:30 pm lots of passengers received a text message or notification on their cell phones, including us that the flight is rescheduled for 11 pm. Soon after that the cabin crew asked everyone to leave as we were not able to stay any longer on-board having another 7 hours to departure. People raised concern about their luggage that was still in the belly of the plane and how in this situation would be able to rebook.
As we deplaned we tried to find American Airlines customer service desk within the terminal but not until we walked back to the main terminal departure area, and passed security where we were able to find customer service. The representative took swift action to rebook us on another airline flight later that afternoon, after he first said there were no more AA flights to Phoenix, and after our reply that the situation was created by American Airlines and they airline had an obligation to take us to the final destination within reasonable time since the 11 pm was very, very late departure for us.
While at the customer service desk another employee showed up and informed the guy who was helping us that flight 486 was delayed to much later departure time so “no hotels and no transportation” to be given as the delay was “caused by ACT and not American Airlines.” We couldn’t believe that they would say something like that not realizing that we were form the troubled flight. Even the fact that ATC delayed the flight with 20 min, why was that pilots didn’t have ample time to buffer the short delay and complete this flight? So whose fault really was?
We’d like to commend the customer service agent who help us rebook on United Airlines flight just 3 hours later. We’ve also checked historical flight data and found that flight AA486 did not leave until 11:37 pm that day. We are still waiting for refund of the preferred seats we purchased.
Friendly Cabin Crew
It was a short flight from Phoenix, AZ to San Francisco, CA that I enjoyed very much. It left at around 8 pm and soon after take off I along with many passengers around me as I noticed dossed off. The cabin crew was very unobtrusiveness doing its complementary service and kept the lights on at minimum so we can rest and even take a nap. Upon boarding I was greeted by a flight attendant and by the rest of the crew as I was making my way to the seat in the isle. The seat, however, I did not find very comfortable. I did not have a headrest. In terms of entertainment, there was non. Overall, pleasant flight.
Worst non-low cost airline in the US
Leaving from Buenos Aires and having purchased an economy seat, I made sure I was early to the airport. Firstly, on my polite inquiry about an upgrade, I was told it would be too expensive for me, 4 to five thousand dollars. When I asked if I could have the actual price, since I was actually considering an upgrade, it took the staff 20 minutes of sneering at me and lengthy computer taps to tell me it was 2.300 dollars. Although sorely tempted to buy the damn upgrade at that point just to see their smiles falter, I went with the more responsible fiscal thing. And then the night got worse. I went to my appointed gate an hour before the flight, but there were no signs of any flights. I went to look at the departure boards, and the only flight I found going to NYC was at a different gate and and an hour later. I asked an attendant at that gate whether this was my flight and was told that yes indeed, it was my flight. So I waited, only to find out it wasn't and my flight had already left.
American had switched the gates after my boarding - to a different part of the airport that didn't show up on the boards, didn't announce this or ever called my name. Granted, the jerk at the United flight had also steered me wrong.
An American representative picked me and six other passengers up at this "wrong" gate, (I clearly wasn't the only one stupid enough to miss my fligh and I recognized them all from the early boarding line) and led us back through the empty airport. Since the airport was now closed, there was no one I could talk to or change money for a cab ride or anything, but this was apparently my own problem. I told me I would be on the same flight the following day. Good thing I double checked. I wasn't. And then I was told since I missed my flight, I would have to buy a brand new ticket for 2.300 dollars. Ah, the irony. Only thanks to American Express ( with whom I purchased the ticket) did I manage to get an economy seat that night.
Never travel in American Airlines!
My flight to my destiny was somewhat bearable. Flight attendants were rude, pretended not to understand spanish. I speak english perfectly well but my husband doesn´t, he said 2 or 3 basic words in spanish when offered his sandwich and they pretended not to understand anything. The word sandwich and "sanduche" sound pretty much the same in both languages. Also, for a 4 hour flight I was hoping to put my son a movie. They had forgotten all the headphones so no one on the flight could see a movie. Fortunately, we brought our iPad with us and a pair of headphones we gave to my 2 year toddler. But the flight back home was the worse. It departed 20 minutes late, again no headphones. And when we got home one of my bags did not arrived. This was 4 days ago. Since then, I haven´t received any information of what happened. I´ve called AA´s Call Center a million times and they claim they have no updates regarding my bag since we landed, that the AA´s office at the airport doesn´t reply their internal messages. I had to ask a friend of mine that lives in Miami to go to the airport. The supervisor told him that they found the bag and that they were going to send it in the next flight. It has been 1 more day after that and 2 more flights and they haven´t even notified me about the finding neither they have sent it in any flight back home. Now that I call this morning they say they still haven´t heard from the Airport and that is probably because they haven´t found it. Rude staff at the call center too. I kept calling 4 times a day, (international calls) and kept me on hold for hours! It is outrageous! I payed for 3 full priced tickets, payed 2 additional bags and I´ve received the worse service. They even have the nerve of not answering. I´m not flying in American Airlines not even if I get free tickets. It´s probably the worst customer service I´ve ever experienced. I used to travel a lot a few years ago since I studied in Europe. I´ve used KLM, Lufthansa, Iberia, low cost airlines, etc and never have experienced this. No wonder they are broke!
Worst non-low-cost airline I've ever traveled with
I traveled with AA from Geneva to Cancun in August 2015 and I have quite a few complaints. First of all, I had the longest overnight layover in London (about 10 hours) and I was not offered any meal or accomodation vouchers as other airlines do. Once I arrived in Cancun, my suitcase took 4 days to arrive, because of which I obviously had to do some shopping, and when I called and asked for a refund for my shopping (regardless of the fact that other airlines give you a compensation for the delay even if the customer didn't purchase anything, and AA said they did not have to give me a compensation), they directed me to their website where I could check the instructions for the refund request. The process is as archaic as it can be: it involves sending the actual receipt for the purchases by postal mail! Anyway, I did it. About 4 months later I received a notification saying that the refund had been approved and they wanted my bank info. The process ended up taking much longer. I finally received my refund, after several emails and shaming tweets, ONE YEAR LATER. It's just ridiculous. I DEFINITELY DO NOT RECOMMEND IT. I'm never flying with them again.