NEVER fly American Airlines
family traveler
| Cons |
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MAR
8
2009
American Airlines —
My sister's vacation was planned for a month ago. Her 8 month old got sick and had to be taken to the hospital the day before her American Airlines flight was scheduled to depart. She canceled that flight and re-booked for the following month. They charged her a $150.00 fee which they would not waive, because it wasn't her in the hospital.She boarded the plane on Thursday with one carry-on bag. She was told there wasn't enough room in the overhead. Though she argued, they would not let her on the plane with the bag and forced her to check it. The plane ended up not taking off. Everyone was removed from the plane. She managed to get on another flight through US Air and tried to get her bag back from American Airlines. They told her it was impossible at that time and that she would be able to pick up the bag in Las Vegas the following day.
Friday, she called American Airlines to see if her bag had arrived. She was told that because of they way their system worked and because it was checked at boarding and not prior, they didn't know exactly where the bag was. They traced it from her departing city to Texas and then to Las Vegas. She was told they could not deliver it and she'd have to go to the airport to baggage terminal one to see if it was there. So we were off to the airport. We arrived at the airport, went to baggage terminal one and inquired about the bag. The American Airlines woman behind the counter knew who my sister was (called her by her last name) and told her the bag had been delivered to the hotel.
We went back to the hotel, retrieved the bag only to discover someone had gone through it and stolen her digital camera (a mother's day gift), cigarettes and $200 in cash. She immediately called American Airlines and was told she had to file a complaint at the Airport within 24 hours of receiving the bag. That night after dinner we went back to the airport to file the claim. In the American Airlines baggage office there is a computer printed 8 1/2 x 11 piece of paper in a clear plastic holder that basically says it is American Airlines policy if a person was rerouted and put on a different airline, that airline is where the claim should be filed. It took a good half hour to get through to them that the bag never left American Airlines. She was told there was nothing they could do and they were not liable. They wouldn't open a claim and told her to call the number she had originally called, the same number that sent her to the airport to file a claim.
My sister asked to speak to a supervisor and one was called on the phone. Did you know that a woman named Diane runs American Airlines? I found that fascinating since she has no last name, no employee number and she doesn't answer to anyone. Then we find, Diane does answer to someone, but doesn't have a phone number for them. Then she admits she has a phone number, but doesn't give it out. My sister, now crying her eyes out at the loss of the digital camera, pictures of her 8 month old and two yr old that can never be replaced, a company that refused to look into it and doesn't care they have a thief working for them, and a vacation interrupted by multiple trips back to the airport, asked Diane how she would feel and what she would want done if this had happened to her. Diane responded, "that would never happen to me".
I guess Diane doesn't fly American Airlines.
No member of my family will fly them again either.
American Airlines is not recommended by shechicago
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