Old Oct 14, 2023, 4:48 PM
[email protected] jschifrin@yahoo.com is offline
Join Date: Oct 2023
Posts: 1
Angry Horrible costly AA customer service info

August 17,2023 I was returning from SJO to MIA then MIA to ORF.While waiting to board the connecting flight to ORF my flight was cancelled.The AA terminal was chaos as many flights were cancelled.I spent 13 hours at MIA attempting to navigate long customer service lines (2-4 hours wait) and the baggage customer service (another 2-4 hours).The passengers were furious, taking their frustration out on the short-handed AA staff.Every customer service agent spoke English as a second language (this is Miami so I guess it is a requirement to be fluent n Spanish).Security was called frequently to control unruly customers who we arguing with the AA reps in Spanish.My family was making no progress with assistance and after many hours I was finally able to speak to an AA representative via phone.This was after waiting for 75 minutes for the return call from AA but I was still in line and making slow progress.I explained my situation that I needed to get home the next day and she said the earliest AA could get me home was in 2 days.I said that will not work for me and it was the AA representative who suggested I purchase tickets from to ORF from a different carrier.I asked specifically if the price of those tickets would be reimbursed and she emphatically said yes! I contacted AAA travel agency and they got me tickets home the next day.The tickets cost $2500 plus (3x700 plus taxes and $330 for baggage).I would never have purchased the tickets if I was told that I would not be reimbursed.I faxed my receipts to AA every day for 5 days.I emailed the receipts every day for 1 week.The only message I got was an automated response.I mailed my letters to 4 AA representatives who I was able to find a name to to address them.No response! after 4 weeks I called AA and spoke to a helpful agent who notified me that she never heard of AA reimbursing for tickets purchased from another carrier.I explained that I only purchased the tickets because an AA agent gave me the suggestion.! Now I am out $2500 and AA will not help me or own that I was provided the wrong information by AA.I will never fly AA again and I only used it because my credit card has rewards in travel mile with AA.I hate what AA is doing to me and it feels so unfair.

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