✅ Trip Verified
| Where do I even begin with this airline? I could start by saying I will never be flying with them again. American has not once, but twice lost my infant car seat, stroller, and base when flying with a 5 month old baby. My most recent flight I had checked my stroller, car seat and base at my gate, when I arrived in Dallas for my layover it was nowhere to be found. When I asked for assistance it seemed that no one working for American had any idea what they were doing. One gentleman unloading baggage was trying his best to help us by calling his supervisor who took 30-40 minutes to even answer the phone. We got sent back and forth between employees who didn't feel like dealing with us and told us things like "I honestly have no idea how to do this". "Baggage claim isn't answering my calls" and things like "You are going to have to go back to the gate you came from I don't have time to deal with this". The most frustrating moment was when the supervisor finally showed up 40 minutes later, meanwhile I am holding my sick, hysterical child on my hip in the airport trying not to miss my next flight that leaves in 30 minutes. The supervisor drives past us in a baggage car, not even stopping saying "you are going to have to call baggage claim and see where it is, I don't know what to tell you, it must be lost somewhere". It was the worst customer service I have ever experienced. I was then told to go to my next gate and wait there so I didn't miss my next flight. So I carried my child to the opposite end of the airport with no stroller and no extra hands to carry my personal items. When I arrived at my next gate and told the new American employee what was going on she responded by saying. "Oh, you're going to have to go back to the gate you came from. That isn't in my department since you came from a different gate". So extremely frustrating! I then proceeded to ask the employee how she expected me and my child to get home from the airport with no car seat or base when I arrive at my final destination. She then stated that I can file a claim with American and "maybe" they will supply me with a used one to get home from the airport. $250 later my husband had to meet me at the airport, 2 hours from our home with a brand new car seat and base we had to purchase so that we could safely leave the airport with our child. When we arrived at our final destination we were then told our baggage had never even left the first airport we left from. American Airlines stated if they could find our items they would send them to our address. Two days later an American airline employee shows up at our house at 1am with our items! One o clock in the morning! This is one of the most ridiculous and stressful experiences I have dealt with. American not only has terrible customer service but not one of their employees was knowledgeable or accommodating to our situation. This was a nightmare and totally unacceptable! I would advise anyone to steer clear of flying American Airlines. Thank goodness for family that was able to meet me at the airport with new items to get home, otherwise I may have been stuck at the airport with my child all night! So extremely pathetic American Airlines.