Complaint Review: AMERICAN AIRLINES

As a frequent business traveler, I often fly with AA and regularly report back to my company with positive reviews.  However, after my last flight experience on 11/1, I can confidently say that I'll never fly AA again.

After our plane sat on the DFW runway for 30 minutes after our arrival, my spouse and I missed our connecting plane home to Miami.  We were among at least 5 passengers who also missed the same flight, leaving us stranded in Dallas overnight.  While we realize that these things happen, our real disappointment came with the horrendous AA customer service at DFW.  One employee, Supervisor Carlos Reyes, was too busy watching a sports game at the nearby bar to assist us, while the other, an agent named Don, offered no solutions for hotel accommodations or finding our bags.  Our requests for an upgrade on the next flight were flatly denied, despite the fact that we were forced to spend $200 on a hotel unexpectedly.

I should stress that there were no weather delays.  The plane landed at DWF nearly on time, but passengers were allowed to leave their seats until after 7 pm. that evening.  By the time my spouse and I exited the plane, our connecting flight had already left.  The AA staff was useless during this entire experience.

I'm wrote to AA in hopes that your customer service team will follow through and reimburse us for our hotel and terrible experience overall. Until then, I'll be flying Southwest and blogging about it.