I have read several of the comments left on here and while each one has its own horrific story to tell, I cant help but feel like our story may take the cake. For almost a year my fiance and I planned our wedding day. We set the date. When the time was right, purchased our tickets, made AirBNB reservations, reserved a rental car and put the down payment on the chapel we were to be married at. Did I mention that we planned to do all of this in Las Vegas? We wanted to do it up Vegas style, married by Elvis, hit the slots, see the sights..really live it up! Our date chosen was Feb. 5, 2022. Fly out date Feb. 4, arriving around 9:30pm Vegas time, plenty of time to take in some night life when we got in, finalize our plans the day of and be married by Elvis at 5:30pm. The dates are important to pay attention to and keep reading, because this is quite the tale. Our flight was set to fly out at 5:25pmPittsburgh time and was initially on time. My fiance and I arrived roughly three hours prior, checked our car into long term parking, used the shuttle to get us to the terminal, retrieved our boarding passes and made it through TSA with plenty of time to spare. Enjoyed a meal prior to heading to our departure gate where we had almost an hour prior to boarding. As time passed, the attendant at the gate began to announce that the flight would be delayed. The reason given was they could not find a pilot to fly the plane. Now, making light of the situation, we began to joke and say things like "its an airport, just go find a pilot", "he's probably at the bar drinking, walk up there and get him". Many delays and four hours later, the flight is finally canceled. Rebooking and accommodations commence to all of the passengers who were not flying. Our accommodations included a hotel for the night, voucher was for one person which the hotel gave us a hard time about and a bus/shuttle to and from the airport. Oh, I forgot to mention that our original flight was from Pittsburgh to Phoenix and then Phoenix to Las Vegas. Hotel check out is at 11:00am as it is in most places and the rebooked flight was not leaving until 3:25pm and was now going from Pittsburgh to Miami and then Miami to Las Vegas and would not be getting into Vegas until 11:45pm that night, Feb. 5 2022, well beyond our reserved wedding time. So phone calls had to be made and date moved, not the date we had picked and chosen as this is what we want our anniversary to be. We now had to move it and settle. We check out, do a little light shopping and make our way back to the airport. Again, making it through TSA with plenty of time. Rechecked our bag and had our carryon with us, housing our car keys, my fiances wallet, toiletries we would need upon arrival and our medications. Remember this part as it is relevant later in the story. At the gate we, the passengers, are asked if some of us would voluntarily check our carryons as the flight was very full and they might not have enough room for all. So we agree to, thinking we will see our bag on the other side once we land in Vegas. We board this flight and the flight takes off! Miracle right? The flight was about two hours, we caught a small nap, enjoyed the wonderful in-flight snacks (said with the utmost sarcasm) and then touched down in Miami. Once the tires had met the road, we took our phones out of Airplane Mode, like responsible passengers, put them in when we were taking off, and I immediately began receiving text messages about our connecting flight to Vegas. Several stating that the flight had been delayed and moved gates and then last text received, the final nail in the coffin, flight canceled. My fiance and I are dressed in fairly warm clothing as it is quite cold in Pittsburgh in February and have now landed in Miami where it is currently 80 degrees. Now even though the text said cancelled, the departure boards showed that the flight was still leaving. Confused? Yes, us too. So we make our way to the gate and find out that the flight is officially cancelled and that rebooking is commencing at gate number whatever. So then we hoof it down to there. By this point, we are sweating, we're tired and pretty much fed up, but STILL we want to try and salvage our wedding and still get married. Once, waiting in a line for almost two hours, maybe more because time really has no relevance when your mad, we get to the man who can rebook us and provide us accommodations for the night. Next flight out to Vegas is Tuesday morning. No hotel provided, "no hotels", and no transportation provided, "cant do that either". Did I mention that our original return flight was for Monday, Feb. 7 12:20pm. How do we fly into Vegas Tuesday if we're already suppose to be flown back Monday night, it would be late at night by the time we hit Pittsburgh. With no hope of making it to Vegas, no hope of getting married, seeing all the money we had saved for the past year and was non refundable just go down the tubes, we tell the man who is of n read more

Single worst flying experience of my life. I am a 48 year old executive who fly's frequently for work across many different airlines and the only reason I gave American a 1 star rating is because there wasn't a lower rating option available. I have never really had any reason to write a review from any other previous flights because aside from being way to cramped on every airline they were relatively uneventful, but this experience has to be heard. We were returning to Las Vegas from a wonderful family trip to Cancun Mexico on Saturday April 3, 2021, flight 792 which was delayed (of course). I was already annoyed that we were doubling the length of the trip by connecting through North Carolina of all places because no more direct routes to Las Vegas were available. But the happiness from a great family trip filled with lasting memories with my wife and children still filled my heart and we were just happy to be through with the nightmare of check in lines, baggage check, COVID screening protocol's, mask and socially distancing overreach imposed by our government policies at every turn in the Cancun airport. And they wonder why travel ins down? Anyway, little did I realize when I stepped on the American Airlines plane that sunny afternoon that I would be entering the 3 ring of hell. It started off simple enough, with the traditional fake smiles and cramped seats, the usual condescending tone, demeaning looks from the stewardesses, and ridiculous protocols of "seats straight up", and "no bathroom breaks" that I have come to expect on American flights. That's when the flight pulled away from the gate and the true distain for their passengers and socialist policy of the American Airline staff kicked into high gear. Walking up and down the isles the stewardesses only purpose was to catch people with their masks down. I was chewing gum and my mask dipped below the tip of my nose for .23 seconds and the, what I can only describe her as a short, stalky, angry black female flight attendant, was all over me to get the mask up. Now consider, every single person on this flight had just come through Mexico and was returning to the US, everyone had to have just passed a COVID test within the last 48 hours, and all the TSA prescreen for symptoms. Additionally we were all jammed into a full to capacity airline like sardines all breathing each others recirculated air for the 4 hour flight. My singular nostril full of unmasked air did not pose any kind of flight threat. She mask shamed me again while I was eating their sorry excuse for a snack, and a third time when I slid it down to take a drink of water after waking up from a nap. Each time it happened my fellow passenger around me looked at me with wide eyes and asked, "What was her problem?" I am not sure why she was so angry but have never felt that level of racism or been so targeted against as a white male in my life. Then to add insult to injury, once we touched down she announced that me and my family were to stay in our seats while everyone else emptied the plane. Not only did she make us miss our connecting flight (the last one to Vegas until 3pm the next day) but she had airport security and the police waiting for us when we were finally allowed off the plane. At that point she went into full psycho mode telling her story to the American Airlines Security manager saying that she had to ask me 6 times to put my mask on, then as the story went on it was 8 times, and by the end of this fairytale it was that she had to ask me 10 times, and my mask was in my lap, I was back talking, and taunting her with my mask, all of which was a complete fabrication and flat out lies. She had also recruited the pilot, who I had never seen before, but who came at me like I was a hijacker, accusing me of the same things (curiously word-for-word) as the stewardess. My next question is how would he know any of this if he was supposed to be flying and landing an airplane. My wife and daughter are crying at this point, we missed our connecting flight, and are being threatened not only with being banned from any American Airline flights in the future but being police escorted from the Airport and forced to find alternative methods of getting my family home...to Las Vegas...from NORTH CAROLINA!!! As a customer and US citizen, I had absolutely no recourse! No one from American willing to hear my side of the story, no voice of reason, the only opinion that mattered was this terrible American Stewardess who was just looking for someone to punish for her miserable existence and clearly my family and I were her target that day. So if you enjoy being looked down on, treated horribly, and being distained by the very people you paid good money to fly you from one place to another by all means book an American flight. Otherwise you may want to consider another airline, or mode of transportation. It doesn't surprise me at all that American has one of the lowest customer approval ratings. read more

If it was possible to give zero stars I would. This past month I had THE WORST experience with U.S. Airways/American. I will NEVER fly with them again. It is insane to me that you can charge $ for a service, mess that service e up entirely and leave it with just a "thank you for the feedback" type line. I hope people take the time to read these reviews and don't fly with this new hybrid airline. Cutting and pasting what I sent to US Air: I had a 5:15 flight out of LAX to San Antonio. I booked the 5:15 b/c there were next to no other options during the day. It was very important to me that I get in to SA as early as possible as it is three hours ahead and I have a business breakfast at 6:45 for a conference in town the next day. I was stressed during the day trying to figure out how when we landed at 10:15 after I picked up my bag and got to where I am staying I would be able to immediately sleep given that it would be 8PM my time.. but I had to do it as I had to be up at 5AM San Antonio time, 2AM LA time. I had called IN ADVANCE b/c I wanted to make sure I was going to the right terminal, no chances. US Airways told me Terminal 3. I got to terminal 3 already checked in (had my boarding pass on my phone) and already having paid for my bag. I was directed to wait in line to put the bag with an attendant. There was a bit of a line. Finally I got to the attendant and she said-- you are in the wrong terminal. She said you need to take this bag back and walk down two terminals to terminal 4. She said it was two minutes. Hopefully you have seen LAX and know exiting the US Airways desk at Terminal 3, passing the Intl. Terminal and finally getting to 4 ON FOOT is NOT two minutes. It is more like 12 with a hustle. Which is what I did. Hustle. I'd already wasted time in line in terminal three. So in the sun my carry on and full bag in tow I RAN to terminal four. I went straight up to the US Airways baggage attendants who took my bag, said I had 45 minutes and to relax. He said I had PLENTY of time. Nonetheless I ran myself to security where I waited in an excruciatingly long line. I explained to the woman taking the IDs (as by the time I got up to her my flight was leaving in 25 minutes) that I had been sent to the wrong terminal and although everyone along the way had said I had plenty of time there was only 25 minutes left. She said there was nothing she could do. I asked if I can't move ahead in the line can you call the gate and let them know I am on my way? I checked in this morning and my bag is already loaded on the plane. She said there was no way to call the gate. At this point I was getting the distinct feeling the attitude and lack of help was coming from an assumption that I just decided to show up late. No. I got to the airport on time. I checked in in the morning, arrived early and attempted to check the bag I'd already paid for an entire hour+ before my flight. I got up closer and asked a different gentleman working security who laughed and said I had 20 minutes I was fine. I finally got through security, ran to the area where my gate was supposed to be and nothing. 44E was nowhere. I asked someone who motioned to a set of stairs I needed to go down. I get down and find out from someone else that I need to wait for a shuttle to take me to my gate!!!!! I have now been to one terminal, walked the length of two additional terminals, went through security, walked to the 40's and 44E required a shuttle I had to wait for to get to the actual gate. Now the clock was really ticking so I AGAIN asked for help. I explained to an attendant at the shuttle area how I had been misdirected and was about to catch a plane that was leaving in like 14 minutes could they please help me. I was told I needed to wait for the shuttle and they couldn't call ahead because they close the doors 10 minutes before departure and I would not make it. As you have likely deduced by now I could not get on the flight. Eventually I was re-routed through United to a flight that gets me in to SA at 12:21 in the morning at which time I will need to locate my baggage that arrived hours before me in a different terminal and I am now missing my ride that was to pick me up at 10 and I have to take a cab.. There is more but I am out of space. The icing on the cake was they sent my bag to the wrong airport. After all the inconvenience and time wasted and stress I had to miss the conference b/c I didn't have the suit I'd packed. U.S. Airways/American response to the online complaint form was thank you for your feedback we are always trying to improve. They offered no replacement flight, not even miles. The fact that they can know what happened here and offer not so much as a flight in return is insane to me as a business. They messed up all over the place and I was massively inconvenienced, had to spend $ I shouldn't have and missed the conference I booked the flight for! read more

I flew with American for the first time in mid-April 2026. It was also the last time. I was on a trip with my mother for a family birthday. SF to LA to Miami. The flight from SF was delayed for 1 hour with no explanation. The attendants didn't know anything; they said the agents there would help us. Got to LAX, and there were no agents. We had to take a bus to get to Terminal B; it was physically impossible for us to reach the plane in time. Even if I'd ran, it would've been impossible. We were with one other lady; she stopped to complain to airport staff while we moved on ahead. She ended up getting 2 food vouchers from the staff. We got to our gate, and there were no American attendants. We found the lounge; they didn't want to help us rebook, and gave us a piece of paper with a QR code instead. The QR code didn't work due to a "system update error", so the lounge attendants begrudgingly rebooked us for a flight 8 hours later. We were told we'd have to wait for a gate agent to get food vouchers. We waited 2 hours for an agent. She refused to help us because she was busy boarding people, even though it would've taken literally a minute, and we were there first. She gave us the QR code with a phone number, and said customer service could email us vouchers. We were on hold for 20 minutes, got connected with disability services, who put us on hold for another 20 minutes. We talked to customer service, and they said to talk to a gate agent in person. So we were sent on a wild, Kafkaesque goose chase because no one wanted to do a simple transaction. We gave up on the vouchers, bought food instead. We waited for our flight, tried asking again. The agent supervisor was incredibly rude and dismissive. She claimed that because our plane was delayed for only an hour, we didn't qualify for vouchers... Even though we'd been stuck at LAX for 8 hours. She could see our itinerary, so apparently she lacked basic reading comprehension and/or American Airlines procedures. She also didn't believe that other passenger we were with got vouchers, even though that passenger rode just one row ahead of me on this same flight as us to Miami, we had her contact information on WhatsApp, and taken photos of the vouchers as proof. I don't appreciate some arrogant whelp implying that my elderly mother and I are liars. She probably thinks she's untouchable because she knows anyone who complains too much can be deemed as "unruly" and dragged away by security. She's quite lucky I'm a patient person; someday, she's going to try screwing over someone who's not so patient and get her attitude changed quickly. We had a cruise to catch, so we couldn't waste time dealing with her. I tried complaining through the regular channels. I got a generic AI response from Twitter DMs and the complaint form on the website. American clearly doesn't care about such things anymore. I flew with Singapore Air and Cathay Pacific in February. I had missed flights on those as well, but those agents had rebooked tickets, hotel, and food vouchers for me ready literally as soon as I stepped off the plane. LAX's American agents are so ridiculously, maliciously incompetent in comparison. I'm not some Karen who complains for the sake of it. I'm just a regular person with a lot of experience, and I expect basic decency. I've faced far worse in terms of delays and other emergencies, so I've learned to be patient and easygoing. Over the last few decades, I've been to nearly 40 countries and flown with all kinds of airlines. But I've never dealt with one that's so blatantly proud of its ineptitude as American. They're likely doing it to squeeze as much money out of people as they can via willful ignorance and bureaucratic red tape. I do not understand why people tolerate such substandard service, especially when other budget airlines like Frontier and Southwest do better. Customer service should not be luck of the draw based on the whims of how moody an employee is at a given moment. Consumers should expect more from companies, not settle for ever-dwindling standards. I'll celebrate when American Airlines go under. And when it happens, I'll think specifically of that smug little fool of an agent who treated my mother so contemptuously. Given how horrendous the airline's reputation is now, it'll happen sooner than later. read more

This has been my first ever experience with American Airlines and it was not a good one. My first leg of travel from Erie, PA (ERI) to Tampa, FL (TPA) via Charlotte, NC (CLT) was uneventful and smooth. I arrived on time with my baggage and was quite happy with the service of the agents, flight attendants and crew. My journey home was another matter. First let me begin by saying that I understand that the airline industry cannot control the weather. Mother Nature decided to throw a fit and cover TPA in thunderstorms and lightning for several hours causing the airport to close which resulted in my missing the connection in CLT to ERI. No worries. I contacted the gate agent who quickly re-booked me onto the first flight out from CLT to ERI the next morning at 11:30am. As I had arranged hotel accommodations in Charlotte, I inquired as to how I could retrieve my bags upon arrival in CLT. She told me to simply contact the gate agent upon arrival and my bags would be retrieved for me to take to the hotel. This is NOT what happened! Upon arriving at CLT, I did contact the gate agent about my bags and was instructed to go to the baggage claim area and speak to the agent in the baggage office. I did so. There were a few people in line ahead of me inquiring about the location of their missing bags and I could quickly see how one agent was doing everything in her power to locate them, while Pamela (my agent) seemed to feel that the passengers (including myself) were simply a nuisance to her existence. Without effort in actually locating my bags, Pamela informed me that she had no idea where my bags might be and did little to attempt to locate them. A baggage handler in the office was looking over her shoulder at the computer screen, asked me if my flight had landed yet (ummm.... I didn't jump!) then shrugged his shoulders like, "Oh well..." When I told her that I had hotel accommodations and simply needed my bags retrieved from the plane I just de-boarded so that I had clean clothing and toiletries, she handed me a complimentary American Airlines toiletry bag ( which is its own review). The following morning, I arrived at the airport at 9am, passed through TSA screening and arrived at my gate with time to spare. Our plane was boarded and all passengers and crew quickly assessed that the air conditioning wasn't quite up to par. We were de-planed and told that the air conditioning would be fixed, or another plane would be provided. Our flight was now delayed. Approximately 2 hours later, we were again seated on the plane only to be told that, again, the air conditioning was not functioning correctly and the crew was "timed out". Our flight was now cancelled. There was one more flight to ERI from CLT that day, but it was full. I was able to arrange for a seat on the next flight to Cleveland. This meant that I had to impose upon a relative to drive 2 hours to Cleveland and another 2 hours home. Upon arrival at the terminal for the flight to Cleveland, I quickly noticed the difference in accommodations for passenger travelling to Cleveland versus those for passengers travelling to Erie. The seats in the waiting area were more comfortable and were equipped with charging stations for personal electronics, while Erie passengers were seated in worn, cramped, and uncomfortable seats with smaller charging stations (with access for 6 devices) in the waiting area. It was like being told that Erie passengers were second-class citizens by virtue of a smaller market of passengers who were less important to the airline. In the end, I did arrive home... more than 24 HOURS AFTER MY ORIGINAL TIME! I could have driven home in less time. This is unacceptable. Air travel is expensive and I expect a certain level of service for my money. I don't expect to be served on bended knee, but I do expect an effort in solving problems. I hope that this review reaches the management of Erie International Airport/Tom Ridge Field and that effort is put into the recruitment of other airlines to service the NW PA market. In the past, I have travelled with Delta, Air Tran, United and Frontier Airlines from both Akron/Canton and Cleveland airports. I think I will continue this practice until changes are made. read more

WORST AIRLINE I HAVE EVER FLOWN WITH!!! If I could give negative stars I would. On our trip to Belize for my wedding we had had numerous problems within our entire group of 25 people traveling at different times. Just for my family of 5 we have had planes switched on us due to engine troubles. so American Airlines thought it was a good idea to put my 9yr old son rows ahead of where anyone else in our group was sitting by himself. When I simply asked if they could move him anywhere closer to us all I got back from Anna at the Houston location was attitude and eye rolls and she didn't see why sitting a 9yr old by himself was a big deal. Instead she was very rude and customer service went out the door. Little did we know at the time that American Airlines does not care about their guests and no one seems to like their job, no smiles, no empathy, nothing! Then after we got to Belize from San Antonio, we had a family of 5 leaving from Austin including a Granny 84 yrs old Almost miss their flight due to American Airlines not knowing their own policies and procedures and not being consistent across locations. Even though we were traveling on the same Airlines with the same policies during Covid. Austin would not let them leave until the bad the QR code (which does not exist anymore) for traveling. the lady was arguing with them saying they had to have that or they couldn't fly. Keep in mind that 18 people already made it into Belize without the QR code since it is an OLD policy. so American Airlines will do whatever it takes to stop people from flying but will take their money. Finally after lots of arguing a supervisor said they could show a picture of their accommodations to them (why didn't they ask for this as a solution before it escalated??!) so since it was for our wedding everything was in our name, that was another issue but I guess they were tired of arguing so they allowed that picture of accommodations . We had people traveling with us that paid more for specific seats that were just moved and had to eat that cost. BUT the WORST was in MIAMI. We were supposed to be home in San Antonio last night but due to American Airline delays leaving Belize we were already an hour delayed to our flight to Miami. Due to American Airlines decision to allow a DRUNK MAN to aboard their flight and right when we are ready to take off he THREW UP. So instead of making him get off the flight and ONLY delay himself American Airlines thought the best solution was to allow him to stay on while they cleaned 2 isles of THROW UP for AN HOUR while all passengers got to see and smell it so our flight to Miami was delayed another hour at this point. so when we finally made it to Miami our group of 9 people that we were traveling back with (not sure about anyone else that was on our flight) were made to go into a different line where we were told we can not make the flight back home. Even though our flight had not left yet. Surprisingly we made it in time and we're thinking we could really make it (we could have if American Airlines hadn't already made up their minds that they would re sell our seats and bump is from the flight) so instead they told us all 9 of us had to stay in Miami for 24 hrs for us to fly back on a 8pm flight next day. Again no apologies for their delays or decisions that puts us in this situation with 3 kids. They were rude and thought it was acceptable. So here we are family of 9 that could have made it home if it wasn't for American Airlines delays and on top of that our flight leaves at 8pm but now the hotel in Miami that American Airlines accommodated is making us leave at 11am so we can wait at the airport for 8 HOURS. American Airlines didn't even get us a late check out for THE MISTAKES THEY CREATED!!! Worst Airline EVER, we are not even home yet so I'm sure we will run into more issues. Do Not Fly American Airlines Please!! read more

On August 23, 2024, my family and I embarked on what turned out to be one of the most frustrating flying experiences I've had in recent memory. Our journey took us from Miami International Airport (MIA) to Newark on flight number 1708. Normally, we would opt for Delta, as we've consistently had positive experiences with them. However, given the specific travel hours required for our trip, our options were limited. We hoped that flying with American Airlines would offer a better experience than the infamous Spirit Airlines, a carrier I've always avoided. In retrospect, I might have been better off with Spirit, despite my aversion to flying with them. This is saying a lot, considering my strong reluctance to choose them as an option. One of the more tolerable inconveniences during air travel is dealing with flight delays. Yet, this flight presented a particularly unfortunate combination of issues. Our departure was delayed for nearly two hours, and to make matters worse, the airplane's air conditioning was malfunctioning. The oppressive heat onboard only added to the discomfort. Traveling with a six-month-old daughter, we have always been fortunate enough to have our seats assigned together without issue. This time, however, our experience was different. We approached the ticket counter seeking assistance in ensuring we were seated together, only to be told that the flight was fully booked. We were directed to the gate, where we were informed that the gate agents could help us resolve the seating issue. The gate agent's demeanor, however, was far from helpful. She was not only unprofessional but also rude, condescending, and dismissive. Despite my polite request to purchase seats so that our family could sit together, she refused to assist. It seemed that the flight's supposed full status was genuine. To our dismay, upon boarding, we discovered that the very next person to be seated was an unaccompanied minor, who was assigned a seat next to my wife and infant daughter. This only reinforced the sense that the gate agent had been spiteful and unhelpful, particularly given that we had asked as politely as possible. The discomfort continued as we were forced to sit between strangers, while my wife managed a crying baby alone. We spent over an hour on the runway before we finally took off, and the lack of functioning air conditioning made the situation even more unbearable. While the rest of the flight was relatively uneventful, I did approach one of the flight attendants with a request to switch seats with the passenger next to my wife. Unfortunately, my request was denied, and no alternatives were offered. The minor remained in the seat next to us, contributing to our overall discomfort. Adding to the stress, there was a last-minute attempt to force us to check our travel-approved, foldable stroller right before departure. I refused to comply with this demand, and in hindsight, I'm relieved I did. As we exited the plane, I overheard another passenger complaining about their stroller being damaged--an issue we fortunately avoided by keeping our stroller with us. Reflecting on the experience, it seems that sometimes, you get what you pay for, but not always. In this case, the concept of "buying" seats together didn't seem to hold any real value. It was a bitter reminder of why my American Airlines stock has been performing poorly. My frustration was compounded by the lack of resolution or meaningful compensation offered by the airline. I don't expect any outreach or compensation from American Airlines; my intention here is solely to share my experience so that others might make more informed decisions. The disheartening experience we had is a cautionary tale for future travelers. If you're considering American Airlines for your next flight, I hope this account helps you weigh your options carefully. read more

How can I give 0 stars. My daughter and I flew from TriCities TN to JFK on 1/3/17. My daughter checked one bag. Our flight left and hour later due to flght staff arriving late. We made it to Charlotte just hoping to make our connecting flight. It was delayed for 50 minutes when we arrived. Then it was delayed about ever 50-60 minutes until 6:30pm. We lined up to board finally and stood in line for 50 minutes until our departure time came and went. The staff at the boarding gate called to find out about the flight and then suddenly it was cancelled. We were booked on the last flight to JFK which at this point was 4 hours away. I checked on my daughter's bag and was told it was taken care of and would be on the plane. As the time approached to depart, the flight time was pushed back twice. We eventually boarded the plane from Charlotte to JFK just before minute, and took off at 12:20am (Fifteen hours after we planned). We landed at JFK at 1:35am. There were "delays" with the baggage being unloaded. About an hour later, as the belt stopped, there were about 25 people with no luggage and about 40 bags left on the belt unclaimed. We filed a claim with AA Baggage Services at 2:40am before leaving the airport. They said the bag was still in Charlotte, but would be sent on to my daughter's school address in Italy, which was her final destination on a different airline. I asked that they just get the bag to JFK since her departure was at 4pm that same day and she would be in the airport all day to claim it and check it on the other airline. The lone young, baffled clerk insisted that the bag had to be sent to her final destination. It has still not arrived in Italy. It is now the evening of 1-9-17. As I write this, my phone is on speaker (and hold) waiting for the Central Baggage Claim Ctr in Phoenix to pick up. My phone has been on hold for 2 hours and 15 minutes and still counting. This is in addition to the 1 hour 38 minutes spent earlier today for the Newark Airport American Airlines to pick up today. They were unhelpful when they did. I'm interested in talking to Phoenix because I have talked to AA baggage claims at JFK and Newark several times over the last 5 days. They insisted there was no one to speak to outside of the call center. They claimed to have no supervisors, no way to provide documentation about luggage to passengers, and insisted that British Airways had the bag. My daughter never flew British Airways. I have racked up several hours of phone time with AA baggage people and no one can say what happened to the bag. They insist that British Airways has it, but by their own protocol, it should have been sent on Lufthansa She flew from JFK on Lufthansa Airlines... I have the original receipt from the claim filed with AA for the missing bag. The tracking info traced the bag from TriCities to Newark where it was unloaded. This record was available on 1-7. There was no record that the bag was "expedited to London and then Florence" on British Airways as they claim. They have repeated this information to me several times over the last couple of days. They have provided 2 bag tag tracking numbers other than the original tracking number. None of the numbers can be traced by British Airways. American Airlines can't trace them either. When I tracked the bag today with the original number, the record tracing it to Newark had been erased by American Airlines. When I inquired about it, they said that the record locator number is deleted 2 days after the flight. Odd that they would delete a record for a missing bag before the bag is found... Still on hold...two hours and 27 minutes and counting. Central Claims closes at 8:30pm. Twenty-five more minutes...will they answer???? Needless to say, American has not done a great job with this. read more