American Airlines states that they believe in "customer relations", yet there is no way to contact them except by a form submitted email that they NEVER respond to.
On June 15 I got on my flight from San Francisco to Denver (via Los Angeles) ready to see my cousin compete at the College National Finals Rodeo. It was her last year of eligibility and she was roping on a broken leg and had a great shot at winning a national championship. I drove the 50 miles to the airport in rush hour traffic and parked my truck in the $20 a day long term lot and boarded my flight. We got to LA with no problems and I grabbed a bite between flights.
The flight to Denver took off (after sitting on the tarmac with no air conditioning on for 20 minutes... Should've been my first clue!) and we were on our way. About halfway there, the pilot lets us know that we will be turning around because we're having engine trouble (at 25000 feet!). Great... Not only is the plane having troubles, but we just lost a LOT of time.
We get back to LA and sit on the still un-air conditioned plane for 45 minutes with no information while they check out the engine. They decide to take the plane out of commission and we are deplaned and told we'll get news at 3 pm (about 15 minutes later). At 3, the rather pissy attendant announces to us to BE PATIENT AND WE'LL HAVE INFORMATION AT 3:30! (as if it were always 3:30)
At this point I decided that the fates were against this trip... Not to mention the fact that even getting on a plane at 4 would not get me into Denver until 7 or so and I still had to rent a car and drive the 4-5 hours North to Casper Wyoming! My 3 day weekend was suddenly halved by one engine.
So they get me on a flight home... And 12 hours later I walk through the same gate I left from. I spent a lovely (not!) day in the LA Airport (not someplace I was eager to see for a day!) and didn't go anywhere.
I lost $90 on my hotel room (they refunded 2 of the 3 nights when they didn't have to because I booked online), $20 in gas, $20 in parking and an irreplaceable amount in time... Not to mention the experience.
I called the next day (the number in the header is THE contact number for the corporate office people!!!) and spoke with a representative who apologized for the troubles, told me she would refund my ticket and issue me a $100 voucher. Great... At least I am nearly even... Better than nothing.
I later see my credit card statement... They've refunded me all but $77.12. I dispute this and they tell American Express that no, the voucher was the remainder!!!
Not only have they been the most un-helpful lot of people... But they lied. They told me I would get a FULL refund and the voucher... Not partial and a voucher. I'm giving the voucher away... American doesn't fly to Montana (which is about the only place I fly to) and I wouldn't get on another one of their planes and give them any of my money if I had to WALK across the Sahara Desert!
I am telling everyone I know about this... I am going to call them daily if I have to and I hope anyone who reads this who had issues with them does the same.
Phone them at 817-963-1234 and ask for Gerard J. Arpey. He's the CEO and he really needs to know what a crappy airline he runs.
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