American Airlines has Bad, Horrible. Terrible, Horrific Customer Service

I experienced some of the most horrific, horrible, terrible, and plain old bad customer service on Christmas eve in the DFW airport courtesy of the American Airlines staff. This is a tale of doors being slammed in our faces, mean nasty gate agent named Lokesh, missed connections, lost bags, shift Managers who asked us to count our blessings that we are not sleeping in Denver, and the saving grace of Delta Airlines. I must disclose that I am a very frequent flyer on Delta. I'm including other links at the end to other folk's AA Horror stories.

One month ago Continental called and said they had canceled their last flight to Atalanta, and therefore they would need to place us on a different airline so that we could make it home from our ski vacation. We chose the American Airlines option and were told all things were set for our trip. Evidently Continental never paid AA for our tickets but we were issued boarding passes. Brilliant right?

When we left Montrose, CO our bags were checked all the way through to Atlanta. The AA agents there were so painfully slow that it took over 2 hours to check in one plane full of people. The process took so long in fact that ,combined with the agents waiting on other passengers who arrived late to the airport, we were 65 minutes late taking off and landing into DFW.

We sprinted off of the airplane and rode the train to gate C-8 at 5:15 pm Christmas eve when we encountered one of the nastiest, rudest airline employees I have ever met in my many years as a  frequent flyer. His name was Lokesh and he declared that our boarding passes were no good since we did not have a ticket. After trying to reason with him he had his assistant Denise slam the boarding door in my wifes face and told us to leave and go talk to someone who cared out in the ticketing area.At that point we met Carolyn who was sweet but not very helpful, and her supervisor whose name tag was as backwards as his ability to be helpful.  After hearing that we came in from Colorado he let us know we should be thanking him that we are not in the Denver Airport.  I told him we were 500 miles south west, not impacted by the storm and chose to fly through  Texas to avoid weather related foul-ups. Finally he listened to our concerns, dismissed them, and asked Carolyn to call Continental to find out why AA was not paid.

At this point I was working up an exit strategy - I to was on the phone with Continental and was getting us re-booked on Delta. Landon was a real help on the phone and got us on the 7:10 pm flight into ATL. There were only 15 or so passengers on the plane and we all got bumped up to 1st class. I can not remember the Delta ticket agents name but she stayed 15 minutes past her shift Christmas eve to help us and really embodies why I fly Delta! So while AA had canceled two previous flights to Atlanta, Delta was flying a near empty plane. Way to go AA for taking care of your customers.

We clearly did not expect to find our bags, but mine came in on the next AA flight. We are in the process of tracking down the second bag (my wifes of course) and getting her clothes back. I am submitting this story to Carl Hiaasen for immediate consideration.

Other links to bad AA customer service:
My3cents
My3cents
Felix Salmon
Mantra Brand Consulting
Top 5 Reasons not to Fly American Airlines
Mary Trigiani

Comments

[bryan weber]

The idiot that produced this stupid blog doesn't understand that with no money behind the boarding pass, there is no way you can fly. Don't blame AA when CA put you on a flight but didn't fund it with your ticket. When you pay, you can fly, and it works that way at every airline.

[Maritza]

American Airlines the worse. My sister took a flight to Miami with American Airlines back in April, 2010 for her daughter wedding. She ask the flight attendant a question in Spanish been a Spanish speaking country, the flight attendant reply that she does not speak Spanish and remind her that she was flying with a English speaking airline. Flight attendant got offended and ask security to escorted my sister out the airplane, and she was escorted out the airplane had to take another plane 2 hours later with another airline and she miss her daughter’s wedding reception .

[RamonGustav]

I think you have a thorough understanding in this matter. You describe in detail all here.

[scoremore]

great ad, pretty good airline with older cabin crews who after many, many flights still treat people with respect and a smile. The older gals and gay men who serve us in the cabin deserve a smile in return...

[Antivirus_man]

You write well will be waiting for your new publications.

[school_dubl]

Hi Merry Christmas and Happy New Year

[raymond]

how about checking also this blog http://blogforge.com/2011/01/customer-service-isnt-a-buzzword/

[jae]

I don't recommend American Airlines AT ALL!!!.
I used this company two times.
One was at Fayetteville, NC and another one was Austin, TX.
Both flights had mechanic issues according to them...
So, I stuck in airport more than 10 hrs to get new connection flight.. :(

[שולחן מנהלים]

I never met in my many years as a frequent traveler. Lokesh and his name was he said that boarding passes are not good, because we do not have a ticket.

[חופשות סקי]

The process took so long that the combined materials, waiting for other passengers, who arrived late to the airport.

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