What’s the Problem with American Airlines?
This post was written by my mom, who was more than a bit peeved when American Airlines lost her luggage – only to find out that they mishandled it. If you’ve also had a problem with American Airlines, be grateful to know that you’re not alone.
When a person visits another country, they will likely purchase items from that country as souvenirs. As tourists in Jamaica, my girlfriend and I purchased 3 bottles each of Jamaican Rum to bring home (one of which is unavailable for purchase in the States). These were wrapped and packed in a heavy cardboard box with cardboard placed in between the bottles. Before going through customs in Miami, we opened our luggage to make sure the bottles were still intact. They were. My girlfriend’s luggage made it to the Dallas / Ft. Worth airport with all the bottles unscathed.
My luggage was lost between Miami and Dallas, apparently taking another plane ride.
The first time I called to check on the status of my luggage, around 12:30am, I was told it had arrived at Midnight and that I would be called before it was delivered to my son’s house. The implication was that it would be delivered that night. The next morning, I called again to check on it and was told that it would be four to six hours before the truck would deliver anything. When the luggage finally arrived (WITHOUT me receiving a phone call), I found broken bottles of Jamaican Rum which had spilled all over my suitcase and the contents inside. Luckily, I always pack many of my clothes in plastic bags; however, my suitcase and some items didn’t escape the sticky mess.
Since we are understandably required to put any liquids over 3 ounces in checked baggage, this eliminates “hand” carrying and protecting fragile liquid items. However, my girlfriend’s checked luggage made it through with everything intact – bottles and all. This tells me that the EXTRA plane ride, EXTRA baggage handling and the (four to six hour) truck ride took a toll on my bottles and broke them.
When I called the American Airlines customer service line for recompense, I was told that American Airlines wasn’t responsible for broken bottles and alcohol. I asked the representative for her manager’s name and phone number and was given the name – but was told the manager had only a FAX number to reach her!
I didn’t ask American Airlines for an arm or a leg – I only asked for the cost of my Jamaican Rum. This amounts to about $36. I didn’t even ask for anything for my possibly-ruined luggage or the contents! (I’m rethinking that though!). I was told unequivocally “NO” even though my luggage traveled extra miles, received extra handling, and likely a long, bouncy truck ride. I find this type of customer service incomprehensible. I worked in customer service for over 15 years and always tried to work out problems to benefit both the customers and the company. I am very upset with American Airlines’ policy, with the lack of ability to talk directly to a higher authority, with the loss of my luggage (which I truly feel caused the breakage), and with my ruined items.
Would I think twice about flying American Airlines again? You bet – and you might think twice as well.
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15 Comments
joegrind
March 22nd, 2009
at 6:49pm
I feel your pain. The three times I’ve ever taken AA, I’ve had luggage lost as well as broken. I will NEVER fly AA again. I’m from Jamaica and make frequent trips. Let me know if you need that hard to find rum. (I’m assuming it’s Wray & Nephew white overproof rum)
Sue Waite-Langley
March 22nd, 2009
at 8:46pm
Ahhhh…not for nothing but what exactly did your mom think “could” happen to three bottles of rum in a suitcase? Lost baggage is a hazard on all flights…frankly I’m surprised it doesn’t happen more often…and, it’s happened to me and my daughter. BUT…I doubt the bottles broke solely because of the extra handling…they would likely have broken anyway. Now…what would have made me mad was if the bottles had “disappeared” out of the luggage before it got to you.
Elana
March 22nd, 2009
at 8:48pm
I have actually NEVER had a single problem with them. Every time I fly someone else, HUGE headache, but American has always been great to me. I guess I’m one of the lucky few.
iPhone Info Blog
March 22nd, 2009
at 8:51pm
That’s no good.
Kathleen
March 22nd, 2009
at 8:56pm
I fly AA 100k or more miles a year and I don’t have many problems with them, though I rarely check luggage. Sometimes you have to escalate to higher AA customer service levels if you have a problem (ask for a manager multiple times, call back multiple times if needed).
I think this is true with most domestic airlines. They all have pretty crappy service.
@UncleJohn97420: that show was about Southwest, not American.
Keith ellis
March 22nd, 2009
at 8:56pm
Chris mom rocks!
tracy
March 22nd, 2009
at 9:39pm
Wow, I had no idea American Airlines didn’t know how care for their customers. If they can’t take care of their customers, what else can’t they take care of? I can assure you I will avoid doing any kind of business with them. Thank you for sharing this!
Jay
March 22nd, 2009
at 11:27pm
Chris, nice meeting you in the hotel lobby tonight.
And what a coincidence, too — my luggage was lost on my way to San Francisco this weekend, but on USAir. It somehow ended up in Cancun (CUN instead of SFO, so you see how easy it was for someone to have mistaken the two). Today the luggage was delayed again as it entered the States, since it now has to go through customs.
I’ve had to purchase new clothes, toiletries, etc, for the conferences I’m attending, and I do hope to get reimbursed for all that. Your story isn’t all too encouraging, however.
Rufus
March 23rd, 2009
at 3:56am
American Airlines doesn’t care. Eventually, you won’t really have a choice of airlines anyway as the low fares of the past decades has driven the profitability out of running an airline. You’ll just be damn glad you are able to fly anywhere at all.
And why are you checking luggage? If you can’t make it there and back on one carry-on, don’t go. Or, ship Fed-Ex. (Yup, 3x to Europe for 2+ weeks at a time and ONE CARRY-ONE each trip. Never lost.)
jonfisher
March 23rd, 2009
at 5:57am
Did you have the bag labeled as “Fragile”? I transported an unprotected gallon of beer in a glass container in my checked luggage once. I didn’t have any problems.
David Liftsifter
March 23rd, 2009
at 11:01am
That sucks :( Sorry to hear you’ll be missing out on some good rum!
Shawn Houtsinger
March 23rd, 2009
at 12:23pm
Unfortunate, sorry to hear…ugh!
highflyer34
March 23rd, 2009
at 3:01pm
Yep, that happens with almost all U.S. airlines!
Adriana
June 13th, 2009
at 6:17pm
I can start a list of my last episodes with American Airlines…not only they lost all my luggage on a flight from NY to Sao Paulo, but also have no idea where they are. Today I was told that they will not reimburse me for any value item inside of the bags, since that it’s not their responsibility when people (costumers) decide to pack value items and send them in the checked bags instead of carrying it along. I just can’t believe that lack of respect I’ve been treated, and believe, I’m a gold member, I was flying exclusively American for the last 4 years, I just can’t believe, they just don’t care about the costumers…so far, I’m still here waiting patiently for any contact regarding my missing luggage. I guess that will be in vain!
vicky
November 12th, 2009
at 12:30pm
Typical aa,but most airlines are like this.
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