[Csharer]

We ship pets and have the unfortunate opportunity now and then to use American Airlines in Buffalo to fly out our puppies. I arrived (after driving 2+ hours) 2 hours prior to the flight leaving (arrived at 5:30am) to the check-in area. I was told that the gentleman checking me in "didn't have a clue how to do live pets". I was then informed that the other two people didn't either. (HELLO....if they cannot do their job, why are they there????). Then, after processing things incorrectly for over 1.5 hours, I was informed that he mischarged my card and had to cancel everything and start over. He also asked ME..YES ME...to fill out the inspection forms because he did not have a clue how to do them. (So much for safer skies....let's just have the terrorists in the future inspect their own baggage!!) Anyway, he reprocessed the paperwork while on the phone with another airport who was walking him through things. He recharged my card again. WELL...All charges were processed and American is making ME (YES, ME AGAIN) fill out a ton of forms and then wait 60 days to see if they can get me my refund. WHAT????? You have an untrained employee who screwed up and the customer has to do all of the legwork???? No wonder American is doing so poorly in ratings. We have unqualified, lazy, arrogant people serving us. Then...DON'T TRY TO CALL as they have no numbers with humans that can help you!!!!!!
I will pay the extra to go another airline in the future as they are just HORRID to deal with. I was told again today that if I didn't have an airbill for the wrong charges, they could not help me!! I was never given paperwork as the guy screwed it up and said it was all cancelled out. They do not hold their employees accountable at all. Nor do they train them.