Congratulations to our Customer Service team for ratifying a new five-year agreement today! This well-deserved new contract for our 15,000 Customer Service team members ensures competitive pay and other important improvements. Represented by the CWA-IBT, our Airport Customer Service and Premium Guest Services team members care for our customers at airports, clubs and lounges across the American Airlines network, and our dedicated Reservations team is available 24/7 for our customers at any point in their journeys. These #AATeam members are steadfast in making it happen for our customers daily. Thank you for all you do!
George F.
6mo
Your ops team at DFw is not very good. Landed last night at midnight and no one to unload luggage and no one at baggage service. This is awful customer service. My bags are still missing. Executive Platinum and not happy. How can you not have crews to unload luggage at a major hub and not one customer service person at baggage service desk? It’s not the hard working employees. It’s terrible management. The Board might want to look at how United and Delta are run and take some pointers. This management team is NOT customer focused
1. Your customer service team is, literally, useless. I had my fist class luggage delayed for DAYS ( it’s amazing when it sits at DFW for 3.5 days when 3 flights a day we’re headed to my destination. During that time my luggage was broken into and $600 worth of merchandise was stolen. When I finally received my bag ( biz trips are totally professional sans pants and makeup ) the bag itself was also destroyed. I have made over 10 calls to customer service asking for assistance. Some gems from this top notch team included “ you need to call DFW yourself. I can’t do anything. It’s not my issue “ then gives me a phone number for parking lot info at DFW. “I don’t have a supervisor”. “You cannot talk to someone in customer relations. Email and they’ll decide if they will call you back”. “We decide what reasonable expenses are”. “You need to tell baggage services in Boston about your slashed open suitcase “. Baggage services in Boston “What are we going to do about it? You need to file a claim online” Phone customer service “You need your drive back to Logan tomorrow with your bag and file a claim”
Rachel Downey
6mo
It would appear that many others like myself are resorting to this platform to raise concerns about their experience with American Airlines as there is no way of escalating a customer complaint when you do not feel it has been resolved. I am exceedingly disappointed with the treatment I have had since alerting your CC department to my recent experience. Firstly, at the gate my husband was told he had to move from Premium economy next to me to Economy, it was all last minute and quite traumatic, despite us being in the lounge for 2 hours before boarding. I then had to have a very disgruntled business class passenger next to me due to a broken seat. SAFETY - I then discovered a 2" metal bolt in the footwell and when I brought this to the attention of the flight attendant (he was horrified) I never heard from him again. I was very worried throughout the flight that this substantial bolt was crucial to the aircraft, such as a door. We then landed and out of all the passengers our luggage was not put on the flight and your team were unable to locate it as it had not been checked in anywhere. I made my full complaint to your CC dep (it was a very traumatic flight) but was told unable to escalate, hence my comment today.
I am deeply disappointed to share my recent experience with American Airlines (AA), an airline I have been loyal to for over 15 years with 3.6 million miles and Executive Platinum status. Despite my longstanding loyalty, I encountered a level of disrespect and poor service that is beyond comprehension. Having booked a paid First Class ticket, I expected a premium experience. I endured over 30 hours of horror – from aircraft delays to misinformation from the crew, including the captain. This was the most unacceptable customer experience of my life. Even as an Executive Platinum member, I was kicked off my Concierge Key status due to the pandemic's lack of activity, a decision that added to my dismay. Neither airport nor weather-related issues can excuse the extremely poor service and lack of attention to customers. My wife and colleagues, flying on the same day, did not encounter such problems with other airlines. The crew's lack of empathy, and overall disingenuous behavior, including that of the captain, further intensified my dissatisfaction. I feel compelled to share my feedback on various platforms, including your website and social media, to ensure others are aware of the disrespect and subpar service I experienced.
Julie D.
6mo
Congratulations Customer Service Team! You deserve it! 🎉🎉🎉 So when will the flight attendants get a new contract? We have been working under an expired contract since 2019 that was negotiated in 2014. We deserve better!
Stephen Ogden
6mo
Sorry, but your Customer Service Team is only as good as those who lead them, and sadly Robert Isom you are not a good leader when it comes to customer service. For more than a year I have tried to communicate with you and you have refused to engage in a conversation about the horrible service from our holiday flights of the 2022 and now 2023 holiday season. If you cannot provide customer service, then how can those under you do it? When the CEO of a company cannot perform a basic function of a company, then they cannot lead, especially when they do not use all resources at their disposal. At least the CEO of Delta knows how to provide customer service and how to use resources effectively to get the job done when the ball is dropped by those under his leadership....
Beth Cohen
6mo
Plz have someone contact me as I've had no success and my daughter had a traumatic experience 1/8 after 2 cancelled flights first class tickets to Mich nat'l champ game (1k ticket missed game) being at airport all day 3rd flight gate agent wouldn't print her boarding pass even tho she arrived prior to boarding. It's all recorded and I am pleading that someone listens to the recording to see how polite and patient she was and how inappropriate AA employee was after he gave away her seat to standby passengers and closed gate in her face leaving her hysterical missing the event in houston and all the expenses lost because he was on a power trip and disciplinary action needs to be taken. I have not received any responses to my complaints or any compensation for her first flight to dallas and other expenses. She was stranded at dallas airport as we live in MA from 9am until midnight and they never got her on a flight that day or night nor offered hotel or meal voucher and the expenses to then fly her home last minute from dallas on delta and ubers back and forth to airport 24 later etc. She is traumatized from how she was mistreated by this gate agent. My business cell is 339-777-5489 as I don't want to publicly post my personal cell.
Wow!!! I worked for American Airlines from 1994-2007 (In the Caribbean) and talked about customer service in those days. It was above and beyond. Now even when I do travel on American (full fare) the customer service is not the same. I wonder if American Airlines still has customer service training for their employees? Stop having machines talk to customers. Go back to the live ways. Employee me to teach customer service of the 90's.
Clint Thetford
6mo
I’m hoping the American Airlines Flight Attendants will soon have a Fair Contract as well
International Flight Attendant American Airlines
6moSo does this mean you will finally negotiate with the Flight Attendant’s ???