[Rissa786]

Purchase a flight with AA award today from ONT at 7:20 pm to EWR arriving 5:27 am Via PHX. During the afternoon I received a phone call from AA representative informing me that upon arrival to ONT airport, I will be shuttled to SNA airport as the flight from ONT is delayed to arrive and this will cause me to miss my connection. Agreed to be shuttled so I could arrive as planned. Went to airport only to be told my ticket was not issued. Called AA and they asked the AA representative to process ticket but the representative had never done so and did not know how to. Trying to help, she called around and finally got someone to help but it was too late as the flight from SNA was to leave in 1.5 hours and the drive to SNA airport was about an hour from ONT airport. She told me she would not be able to get me there on time. Being frustrated, I asked to be compensated for my troubles and their incompetence. The lady said she was in no position to do anything but I could call and speak to an AA customer service representative.

I went home disappointed and called to speak to a supervisor. She was the most obnoxious, rude and insensitive supervisor I have ever come across. She admitted it was their error on AA's part and said no compensation would be given except to put me on a flight the next day that reached EWR after 4:00pm and use 20,000 miles and charge my CC for taxes and fees, which I told her would not do anything for me as my entire day of meetings, work etc has been wasted and unproductive at AA's lack of prompt processing in today's day and age when at the click of a button you can get your work accomplished. I said to her that if there are any errors/changes on the customer's part, AA would make us pay left and right e.g. flight change fees, difference in fair, baggage fees etc. She said she agrees and still will not do anything. She kept repeating that I was "beating a dead horse" and to write a complain to AA's customer service online. Finally, I knew that I was not going to get anywhere with her and so decided to write a formal complain to AA on their website, guess what every time I went to submit, it would send me to their Homepage. I tried to submit 3 times but to no avail. Finally, frustrated I searched on line for airline complaint website and found this one. I truly hope you will help me to be heard. They have to pay for their errors and if every time they get away with it, they will continue to do so to every customer and this is unacceptable. There should be laws to protect the consumer, esp. working people who have job commitments and due to no fault of their own are looked upon as irresponsible. AA has to take responsibility for their incompetent computer system and rude, unprofessional staff.
A very disappointed, disgusted passenger. Hopefully never have to use AA again