American Airlines
Bust Planes, Bust Consumer Relations

Dec. 19th there was to be a flight out of Indianapolis to Miami and leaving at 8:10am. Family members were on that flight and were to catch a cruise ship that afternoon.

As it turned out, the flight did not leave until after 12:00pm. Almost 4 hours late. No other accommodations were made and the AA 1-800 number was extremely rude. Family members did make it to Miami and was lucky enough to make the ship before it sailed. (Only because there was a seaplane crash in the harbor that held up it's departure otherwise they would have been stuck in Miami.)

The return flight on Dec 24th was no better. Was to leave Miami at 6:30pm but was delayed because of "tire problems" on the front landing gear. 2 hours later they left. Again, rude customer service and no other accommodations made.

This morning, Dec. 26th, a call was placed American Airlines customer service. Was promptly told they WILL NOT handle customer concerns over the phone. You must e-mail, fax, or write a letter. This is a *^&$ poor way to conduct business. It's no wonder the airline industry is in trouble.

I did fail to mention that all reservation paperwork showed that everybody was seated together on the aircraft. Guess what!? They were split up contrary to the written paperwork that was sent to our home.
American Airlines have cost themselves on this one. Not only the rude behavior of the clerks at the 1-800 number, the customer service people at the end of a phone line as well as what seems to be poor maintainance on the aircraft they fly.

Since when has the airline business NOT been consumer driven. I really don't think they can survive on cargo alone (though that's they way they treat their travelers).

I do promise that there will be an update to this, if and when American Airlines decides to respond.

Company: American Airlines
Country: USA
State: Indiana
City: Indianapolis
Site: www.americanairlines.com

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