✅ Trip Verified
| Salt Lake City to Lubbock via Dallas Ft Worth. In short, multiple occasions of poor communication at the airport, cancelled flights with hit an miss support, delayed bags after confirming they were on the flight, & rude employees during and after trip. My problem isn't as much that bad things happened, but how many and how the airline handled the situations. I even filled out the the survey that American Airlines sent me. Due to my responses, I expected that I would have been contacted by now (3 weeks later) with al least an email apologizing for the problems I had and appreciation for flying with them. As a result I feel it is important to share with others my experience. The problems started with a series of gate changes that had me bouncing around the airport at DFW. At one point there were people from 4 different flights at a gate trying to figure out if it was the gate they were supposed to be at. The monitors at the most of the gates did not show any information about the flight that was upcoming. This added to the confusion for my flight and others. Eventually my flight was cancelled. The next flight wasn't available till late morning the next day. The person at the gate was able to re-route my flight so I could meet up with the group I was going to road trip with. I received a hotel voucher for my overnight stay. When I called the hotel shuttle to pick me up, they informed me that they wouldn't send a shuttle. I told them I had a voucher from the airline for my stay. The hotel said that it didn't matter and I would need to talk to the airline for different arrangements. Many American Airlines employees & 4 hours later, I was finally on my way to a hotel I would have to pay for myself and submit a refund from the airline. Another person on the shuttle had many difficulties as he didn't have a cell phone to get messages about gates changing and flights cancelling. The lack of announcements and information at the gates was a serious concern. Once at my hotel, I called to confirm that my baggage would be rerouted with me to my new destination. The employee submitted a request, but said I would want to arrive early at the airport and talk to the baggage people in person. I arrived several hours prior to my flight and approached the baggage assistance counter. I stood at the counter being ignored by the employee for several minutes before she acknowledged my presence. She then asked me to wait a few minutes. When she was ready for me, I explained my situation, she seemed pretty annoyed, but she did pulled up my information and said that my bags are marked to be with me. I expressed concern because the lack of confidence from the employee the night before. She snipped at me and said they will be on my flight. (They didn't make it on my flight.) I proceeded to my gate. While waiting, I observed similar flight and gate confusion as the night before. Gate changes & people not being sure where they were really supposed to be. One particular flight only had one passenger on board and they were within a few minutes of needing to shut the gates for take off. I was only set to a few gates that morning. On the plane, the passenger next to me and I realized she had received texts from the airline directing her to gates that were different then the ones I received. We confirmed by looking at each others messages. Upon arrival I was informed that my bag was going to a different airport. I ended up having to replace the contents of my bag and submit reimbursement. Still hoping for refund.