I purchased with American Airlines frequent flyer miles two tickets from Tallahassee to...
GetHuman909061's customer service issue with American Airlines from July 2018
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The issue in GetHuman909061's own words
I purchased with American Airlines frequent flyer miles two tickets from Tallahassee to San Francisco for travel Tuesday, July **, ****. The record locator: PXKQRY. The itinerary was as follows:**AA**** TLH to MIA **:**-*:** p.m.*AA**** MIA to MCO *:**-*:** p.m.*AS**** MCO to SFO *:**-*:** p.m.**My companion was to be met after each flight with a wheelchair to be taken to the next gate. Our flight from Miami to Orlando was detained for ** minutes or so because of a lightning safety issue. Unfortunately because of the layout of the Orlando airport, we had to go through Security again to get to our Alaska Airlines gate. I think our connection was so tight that we would have missed the flight in any event, but when we got to Security our boarding passes that American had issued were deemed “Invalid.” Our person helping with the wheelchair then took us to an American Airlines agent to get rebooked to our San Francisco destination. She looked for flights on American and other airlines to get us to San Francisco. She said the only thing she could find was for us to fly back to Miami and then take AA**** to San Francisco. She mentioned that the flight wouldn’t arrive until **:** a.m. July **. I told her that the last Sonoma County Airport Express bus would depart at **:** a.m. and that we wouldn’t make it to get to our final destination of Santa Rosa, CA. She asked whether it would be satisfactory if American paid for transportation to get us up to Santa Rosa upon our arrival. I said yes and she handed me two computer generated “passenger tickets and baggage checks,” one for AA**** from Orlando back to Miami, and the other for AA**** from Miami to San Francisco. I asked whether I needed something in writing showing that our ground transportation trip from San Francisco to Santa Rosa would be covered by American. She said no, that it would be “on our reservations,” and that we just needed to see an American agent upon arrival at SFO. The AA**** was further delayed due to some passenger issue, and we ultimately arrived in San Francisco at approximately *:** a.m. Immediately upon disembarking I went to the American agent at the gate and inquired about our ground transportation. She said that would be handled at the baggage office downstairs, where we would also retrieve our checked baggage. When we got to the baggage office, the American employees saw nothing on our reservations to indicate that American would pay for our transportation. One of the American employees who tried to help us found a taxi driver who said he would take us to Santa Rosa for a reduced fare of $***, as the regular rate was $***. She recommended that we call American Airlines to explain the situation and request reimbursement. Having to other viable option, we took the taxi. The total fare was $***.** ($***.** plus $*.** to cross the Golden Gate Bridge, plus $*.** sales tax). I separately gave the driver a tip.**It was a very arduous trip, and I have only now felt up to contacting American Airlines to explain this rather complicated situation. I’m requesting reimbursement by American for $***.** for the taxi fare. I charged this amount on my American Airlines AAdvantage credit card.**Thank you.**Linda Schmidt***FLX**
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