I flew with American Airlines this past Labor Day weekend and what was suppose to be a relaxing weekend turned out to be a neverending nightmare because of this airline. I had a 7:45 flight to Las Vegas with a connecting flight in Chicago. My plane was delayed 2 hours which would make me miss my flight in Chicago. The only thing that they could do for me was make me stay overnight in Chicago or come back the next morning. So my vacation was cut short with no apologies. On my returning flight from Las Vegas to New York I had a connecting flight in Los Angeles. This flight was delayed again and I had 30 minutes to get to my connecting flight in LA and the guy at the counter told me I had plenty of time to get on the plane.
They forgot to mention that my baggage did not have enough time to get on my plane. To my surprise when I got to New York my luggage along with my boyfriend's was not there. I must add that this was 5:30 in the morning. I go to baggage claim and the woman there was talking to everybody like we were idiots. She talked very slowly with an attitude and so like any unhappy passanger in baggage claim I talked to her with an attitude. She begins to tell me that I am yelling at her (which I was not) and begins to tell me that she refuses to help me if I yell at her. This is when I yelled at her and she puts her hand up in my face and says goodbye. I asked for her supervisor and I asked for her name and she said and I quote "good luck with that". I asked the other workers for her name and asked where the supervisor is and they sent me out on a wild goose chase. I found an AA supervisor at the check in counter and she tells me that the baggage claim is not really AA because they have hired a company to handle the baggage claim. I asked her to locate a supervisor for baggage claim for me and there was NO ONE to be found. While I was on my wild goose chase for this invisible supervisor my boyfriend was setting up delivery for our luggages to be delivered to his home. He requested both our baggages be sent to his home. When she finished the set up of the delivery he saw his name on the confirmation and not mine. He confirmed with her 2 times that my luggage will be sent to his home and she said yes both times. He asked why my name was not on the delivery confirmation and she takes the paper that she gave him and hand writes my baggage number on it and says that we are all set. Later on that day I call baggage claim at 3PM and the guy tells me that my boyfriend's luggage is set for delivery and mine is on hold at the airport for pick up. I asked him if I could get the number to baggage claim in JFK and he tells me that it is not available to the public. I went to JFK later that night around 8 and I picked up my luggage and I asked for the supervisor and the woman helping me tells me that she is the supervisor. I told her what had happened and she tells me that she can not find out the name of the woman who was working there that same morning because now she is a part of AA and not a part of this baggage company that has been hired. I told her that there should be a roster or a work schedule that she could look at and she says no and sorry but there is nothing that she can do.
I came home, sent an email to customer relations because there is no phone number, and I requested this woman's name and a reply telling me what her consequences will be for treating a passanger this way, being unprofessional, lying and giving me the run around and I get a reply that "a message will be sent to the general manager at JFK". This upsets me more... There are no consequences for AA employees' actions when their passangers are treated like crap and that is why they continue to treat us like crap. On their website it states in their customer service plan "Handling of Customer Issues: Our goal is to be a service and product leader in the airline industry. When customer service issues arise, we try to resolve them at the first point of contact. As a result, we have devoted resources to the front line and rely on our personnel to solve most problems during daily activity." This did not happen in my case and they have printed on their website false information on how customer service is handled. What bothers me the most is that there was NO supervisor to be found! How is this possible??!! Do not fly AA! You will get treated like dirt especially in baggage claim.
I would like someone to tell me who goes in to baggage claim with a smile? People working in baggage claim should be expecting upset customers if they can not handle that, they should not be working there.
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