[ATX]

I am appalled at the lack of customer service your airline displays. I swore to God I would never use your airline again after you ruined my Christmas 2 years ago making me sit on the tarmac for 9 hours with internal temperature of 40 degrees but my business travel required AA. I will ensure they get a copy of this letter as well. You canceled my flight 1221 on 6/26/15 due to mechanical issues per the pilot’s announcement over the intercom on the flight after we sat on the tarmac for an hour and had to deboard. It was sunny and beautiful outside yet you choose to publicly announce that the flight was canceled due to weather. That is a lie and misrepresentation. I went to the resolutions customer service desk Gate C25 in DFW. The black man working the desk at approximately 7 PM was EXTREMELY rude. I explained my frustration in that EVERY time I have flown your airlines there is an issue. He replied by saying, “Sounds like the issue is you, you bring bad luck to the airline.” He preceded to tell me that all other flights, connections and other airlines back to Austin were full except the 10:15 flight. However, the man right behind me said that another agent at the gate said there were open flights. I don’t think he even looked. I decided to wait to see if flight 1221 would still go out. I called was booked on the 10:15 flight which was also delayed. I asked about my luggage and was told that it was being taken off the plane for Flight 1221 and put on flight 1450 as we spoke. My flight was to leave at 5 PM, however, you did not tell us that the flight was canceled until 8 PM, 3 hrs later! By that time all other flights were booked because you oversold them according to the gate agent. I complained about the inconvenience and lack of customer service and long wait time to reach them by phone to the agent who took my call to change the flight to the 10:15 flight. This person preceded to tell me that, “we are hiring to training classes to handle our customer service volume.” WOW, hiring more people to deal with issues you create instead of finding ways to provide better service?!!!!!! That is one business model that does not sound successful. I arrive in Austin after waiting for 1.5 hrs to see if my baggage was coming off the plane and to my dismay found out that it did not make it!! After I was specifically told that is was being taken off the 1221 flight “as we speak”! I waited another hour to make the baggage claim. The attendant put in an incorrect address and wrong description on the bag when I checked online on 6/27. I specifically told him it was a 27 type of bag and he entered 22. He promised that my bags would be on the first flight from Dallas the next morning and would be delivered by noon at the latest. It is 9:28 PM on 6/27 and still no bag delivered. I received an automated call at 7:43 saying it would be delivered by 9:00 PM still no bag. I have been on the phone since 3:04 today trying to resolve where my bags were. NO ONE could tell me where they were or if they had left Dallas. I spoke to a Resolution specialist for 1:09 minutes and she blind transferred me to baggage claim without giving me her name. Was on the ph another 22 min for them to say they couldn’t tell me anything? I called back multiple times but no help. Spoke to a Miss Skye in Resolutions who hung up on me. Spoke to Linda Monroe who said there was no way possible for her to find out what happened to my bags. No one could tell me why they didn’t make the first flight, why they didn’t make the original 10:15 flight. I spoke to a Tyler in Raleigh who put me on hold for over an hour to speak to another resolution specialist. His name was Serge in Dallas. He said my bags were scanned for delivery at 7:21 PM and it is now 9:36 PM and still do not have them. It is now 6/28 at 5:25 two days later and I still do not have my bags. I asked him what #AA was willing to do to compensate me for the 14+ grueling hrs of my life that #AA stole from me that I would never get back again. A flight scheduled to leave at 5 PM and not getting home until 2:00 AM, Lost Luggage, having to be on the phone for over 5 hours today, is horrific customer service. He offered a voucher for $300 or 12000 points. I said that does not even come close to measuring up to 14+ hours of my life that was stolen from me by AA. I am asking to escalate this and speak with someone of authority. I am posting this letter on your Facebook page, Twitter, all Social Media, and any other forum I will find. I expect a personal call, hope you will do the right thing and make up for your horrible customer service.

Sincerely,
XXXX