The worst customer service I’ve ever experienced
My partner and I had a flight departing from LGA at 11am to Tulsa which was a direct flight. We arrived very easily on time and moved to several different gates as they changed 3 times. Once the plane started boarding we were told alongside 2 other individuals that we could not board the plane. For about 20 minutes we were given no reasoning or any communication from the staff at the gate. They then said it had something to due with a combination of heat and weight restrictions… they then told us we could board. After 15 minutes on the plane they removed us alongside the same individuals saying we had to get off for the same reasons. We never voluntarily accepted a voucher or accepted to get off the plane, they simply demanded we did. Handed us a voucher and made us go on a connecting flight 2 hours later. I was visibly upset and attempted to get information from the staff, they did not make eye contact and did not provide any communication at all. They were rude beyond belief and when I attempted to change my return flight to compensate for the lost time they told me I had to call a number. I was reassured I could change the flight by calling that number.
Upon landing in Chicago for our connection my partner and I ran to our next gate. The flight was boarding and we walked over. The representative at the gate was visibly confused why we were there. Told us to wait while everyone else boarded and gave no information, no eye contact or anything. This was very demoralizing. We were finally allowed on board and made it to our destination in the evening. When we should have arrived around 1:30pm.
I’ve since called the number during my trip several times in an attempt to have my return flight adjusted so I could spend more time with my family that I am visiting. Every representative I’ve spoken to on the phone has been rude, condescending and unwilling to accommodate the change. One yelled at me and my partner on the phone and harassed me when I asked to speak to their supervisor. I am absolutely shocked at this level of weaponized Incompetence and lack of customer service. Someone noted that my partner and I agreed to get off and accept the voucher, which is not true and completely deceptive.
I’ve filed a complaint on the American Airlines system but doubt that it would be looked at. I wanted to share my experience here to warn anyone that this is what they can expect from this airline. Apparently the luxury of flying in America has turned into an exercise in futility.