American Airlines
No customer service rip-off! They refused a wheelchair! Delayed flight! Chicago, Illinois

We flew American Airlines on a trip to Arizona. Arriving in Arizona was fine. Coming home to Pa. Was not. Weather in Chicago was bad so our departure from Arizona was delayed. We were told an hour delay... Ooops not right... We will leave on time... Ooops not right again. An hour delay.

Finally get onboard only to wait on the runway to another hour. Get to Chicago late for our connecting flight. One bank of departure screens said our flight to Phia. Was "on time" next one said "canceled". Not one person to ask. (Even though we were told a AA rep. Would be at the gate to help! Nope.

We finally found a person behind a desk and was told there was another flight an hour later. Nope again. That gate was empty and that flight canceled.

I was able to rebook, but our luggage was not to be found. 4 hour wait to get luggage. Finally gave up, got a motel (our expense) and hoped out luggage would be in Phil. One old woman requested a wheelchair on to be told be Flight Attendant, "we changed gates... You have to walk!"

No caring, no customer loyalty, and very ill informed employees.

Company: American Airlines
Country: USA
Site: americanairlines.com

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