American Airlines: My family and I were returning from a vacation...
A American Airlines customer review by GetHuman user gethuman-laureno from November 28th, 2017
Background on gethuman-laureno's case
GetHuman: gethuman-laureno - can you tell our other American Airlines customers when your case took place?
gethuman-laureno: Yeah. It was evening, on November 19th.
GetHuman: Did you reach out to American Airlines, and if so, how?
GetHuman: And which of these common American Airlines customer issues best describes the reason you wanted to talk to them?
(Shows gethuman-laureno a list of common American Airlines problems)
gethuman-laureno: "Update Reservation" was why I was trying to call.
gethuman-laureno's review of American Airlines customer service
GetHuman: So how would you sum up your experience for GetHuman's American Airlines customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
gethuman-laureno: My family and I were returning from a vacation in Mexico and had to go through customs in Miami with a *-*** hr layover. Apparently several flight that had been delayed due to mechanical issues came in at the same time our flight did, causing the customs area to be over run with people. This also caused a delay in the luggage coming off the plane.**When we finally got our luggage and proceeded to recheck our bags for our connecting domestic flight to Boston, an American airline attendants pulled a us out of line and told us to go to the terminal for our connecting flight, but I hadn't rechecked the luggage and the attended said just follow me. Got to the terminal with ** at *:** a *** hr before departure and they refused to let us check our bags I explained to the attendant that our flight hadn't even boarded yet, so why couldn't we check our bags and get on the flight. They said no, we had to get in line and rebook our flight. We were in the line at *:** pm and our flight wasn't scheduled to take off till *:** pm. American left my family of * (me, my husband and our * kids) stranded in the airport for over ** hours. No compensation, nothing. What was supposed to take less than * hours of travel took ** hours with * kids ranging from * years old to **! We were not the only ones, there were hundreds of people stranded in the American terminal in Miami on Friday July **th. They had to set up cots to accommodate people because all the hotel's were full. We were put on stand by *x starting at *am, after checking in at * am on the **th and finally got out of Miami at **:** pm. We flew into Philadelphia where we were told we would be put on a connecting flight to Boston. When we arrived in Philadelphia we were told they only had * seats on the next flight! Luckily * people didn't show so we got on that flight and into Boston around * p m. Only to had to hunt down the luggage that had originally kept us from getting on our original flight. I've attached a picture of the line at the airport at *:** pm on ** July. In addition this flight left early, at *:**. There were so many people trying to get out on standby flights I believe American bumped my family and gave away our seats. I've sent * email complaints to the airlines, the first of which was replied to in ** hrs and the *nd in a week. Both emails they sent back to me seem to be identical in content. Tried to contact a person because they keep saying that I missed my connection, but I didn't they wouldn't let us board.
GetHuman: Let's quantify your experience contacting American Airlines. On a scale of 1 to 5, how easy is it go get help on a American Airlines problem?
gethuman-laureno: I'd give them a four out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
gethuman-laureno: I'd give them a one out of five on communication.
GetHuman: And what about American Airlines's ability to quickly and effectively address your problem?
gethuman-laureno: For that I would say one out of five.
GetHuman: And finally- any advice for other American Airlines customers?
gethuman-laureno: Call them early in the day or late. Don't forget any personal or account information you might need for American Airlines to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from gethuman-laureno taken from his American Airlines customer service problem that occurred on November 19th, 2017.