American Airlines STINKS; I'd rather walk to Florida than deal with them again

In case my flight crashes into a river or some other unpleasantry takes place, I want it to be known that American Airlines deceived me and has no sense of Customer Service whatsoever. And since my trip - starting tomorrow - includes much Scoreboard Gourmet material, I feel it's best to post my experience here.

On January 16th I purchased a one-way ticket on American Airlines, then called them to use my 15,432 miles to upgrade myself to first class. I was told I needed to call back closer to the flight. Not sure why they didn't want my $50 and my 15,000 miles right then, but I believed her.

On February 18th I called American Airlines to get that upgrade. I was told I was ineligible because I have zero miles. A mini investigation by the Representative told us that my miles had expired on February 9th.

I was dumbfounded.

Representative 1 transferred me to Representative 2 who informed me that I was not alerted about the expiration because in 2002 I told them I no longer wanted paper mail, and in 2005 I told them I no longer wanted email solicitation. That's ridiculous when it comes to account matters, but I did not argue. What about the 2009 phone call, I asked? She did not know. She was willing to reactivate my miles for $180. When I said No Way she transferred me to Representative 3, Debbie Howard, Supervisor of Fort Worth Customer Service AAdvantage.

Debbie said all this was my own fault since I'd "not had activity on my account for 18 months." She did not agree that buying a ticket and planning to fly counted as activity.

She offered to "waive the 2 days" and only charge me $100 to reactivate my miles (the charge if you call within 7 days of expiration). I refused, reminding her that I'd called a month earlier to book the travel and that no one had mentioned my expiring miles. Clearly I was talking to someone who was looking at my account. Debbie said there was no record of that conversation on my account. Of course there wasn't.

Debbie put me on hold a few times, each time returning with the exact same offer. I was practically crying. I mentioned that I had a head cold and that moving me to the front would help other passengers. She told me I could move to the front for $250 - $100 reactivation, $100 expedited use of miles, $50 fee.

Expedited use of miles? That's what happens when you try to use American Airlines miles within 21 days of travel. Good thing I called one month in advance.

Was this planned in advance? They refuse you when you first call, tell you to call back, drop your miles, then try to charge you up the wazoo? They're not that clever, or are they?

We went in circles for 42 minutes. I will never book an American Airlines ticket again. Friends and colleagues always complain about American but this is my first real taste of their bullsh*t. I called Delta and begged them to pull me off the flight but all their morning flights are booked. Damn it. At least they are bringing me home.

I am so looking forward to tomorrow. Will American Airlines lose my bags? That would be the icing on the cake.

Comments

[SG]

oh, NOW they send me details in an email. great.

Previous Balance: 15,432
Miles Posted: 1,097
Miles Redeemed: 0
Current Balance: 1,097

*Unused miles will expire 18 months from this date if there is no additional qualifying activity

wait a minute...I had additional qualifying activity. but do I have the stamina to call them again?

[SG]

Thank you for your generous offer to reinstate the miles you stole from me, and to reimburse me for the luggage fee, and the minutes used on my phone. The free upgrade certificate certainly improves the chances of me considering flying on your airline again. Another thing I really enjoy about my experience with you is the fact that every time we correspond I need to log onto your site and enter tons of information into a form. Your use of direct, personal email is a testament to the direct, personal service you offer. In case it's not clear, I am being facetious (above). It's appalling that you are content to offer absoltely zero to a customer, less than zero, in fact, since you took away my miles.

[DM]

We received your most recent email, and we are glad you took the time to provide additional comments regarding your concerns. I am glad to know that your experience with some of our flight crew was positive. We have some great employees out there, who exhibit excellent customer service. I'm glad to know part of your experience with us was positive.

You also made note of poor customer service with regards to some of our other employees, and I regret this was a part of your experience. We expect our personnel to perform their duties in a friendly, courteous and professional manner, and I'm sorry this is not the situation you report.

Ms. Pepitone, you are a valued customer. We hope you will travel with us again in the future.

[Eddie Wilson]

These airlines are simply scammers. They'll charge you for a SODA. For a checked bag! Charging you for everything.

Then you pay it, and they steal your miles from you anyway!

Scammers!

[SG]

No clue? American Airlines is terrible and dishonest. Address your customer service. Actually, that's not fair to the flight staff who was wonderful and friendly. Address your off-plane customer service. Don't deceive your customers, and service them when they contact you. I can see how that's confusing to you based on my own experience. If you're looking for guidance, contact Delta. They know how to treat people over there.

[DM]

Thanks for contacting Customer Relations. Please know that I'm unable to verify any authors of the postings on the web site you provide. Additionally, your reservation does not provide any clue as to what you would like for us to address.

Ms. Pepitone, we would be glad to review your concerns and address any questions you might have. Please direct those questions to us, and we will research and respond as soon as possible. We appreciate your understanding.

Sincerely,

Debbie Mahan
Customer Relations
American Airlines

[SG]

You said it, sister. They charged me $15 to check a bag. No wonder everyone tries to stuff everything they have into the overhead.

[Rebecca]

Boooo American Airlines!!!!!!