AMERICAN AIRLINES . . . what are you doing to HELP a customers? Here is a tale from a mishandled customer:

I would like to register a complaint againt American Airlines and the Windham Hotel In Ft. Lauderdale, Florida.

May 7th 2004 I had to take an emergency flight out to Puerto Rico due to a death in the family. I had a connecting flight in Ft. Lauderdale to San Juan. My Flight number was 2045 From Laguardia to Ft. Lauderdale, then from Ft. Lauderdale to San Juan.

My flight to Ft. Lauderdale was scheduled to leave at 4:05pm from New York that Friday, May 7th. Because of engine trouble the flight did not leave until 5:15 pm for Ft. Lauderdale. That was not the problem. I arrived at Ft. Lauderdale at 8:30pm becuase of the delays. I asked the attendant on duty at American counter that night where I can catch my connecting flight. She told me that the flight I was supposed to take to San Juan left at 7:20pm. I had missed it.

I asked her what I had to do. She told me to hang on a moment. This American Airlines employee was taking a flight to New York as I stand there on the verge of tears and she was more interested in hearing all about his life and flirting with him instead of helping me.

I was in a strange city alone. I needed help. I interuppted her flirtation and she seemed a little annoyed, I asked her if she was going to help me. she told me once again "In a moment", as she kept asking her friend if he was going to buy her a present.

45 minutes later I asked her again, can she help me. she told me that she would have to put me up at the Windham Hotel all she had to do was print me up a voucher. I saw her calling someplace which I thought was the Windham Hotel she gave them my name and told them that I would have to be placed there for the night due to American Airline flight trouble. She hung up and continued flirting and playing with this man.

Well then she had to leave for someplace and she set off the alarm that the "friend" reset. she came back 10 minutes later and asked "Oh did I do that?" Her friend told her he reset the alarm and security came and made sure everything was Ok. Which it was as far as American Airlines security was concerned. But I was still standing there no further than I was one hour prior when I landed and asked for help.

Then to add to my aggrivation and frustration. She called the Windham Hotel, gave them my name and told me that she had no time to print me out a voucher. She told me that I had to go to the front of the airport, leaving the security area to get a voucher from American Airlines desk up front. Stupid, Stupid me, I trusted her and I went to the front... and to my amazment, there was nobody at the counter. I asked the security personnel if they knew where anyone was from American Airlines, one gentleman said they all went home for the night. I explained what was going on and they told me to go back to the same attendant and demand my voucher.

I saw a counter for Continental and they didn't want to help me once I mentioned American Airlines. They told me only American can help me. That I should wait to see anyone from American and ask them to help me to get my much deserved voucher. That went over like expelling gas in church.

At this point no-one is letting me back in to see the attendant who just left me out to fend for myself in a town I have never been in. Someone told me to call the Windham Hotel. With no area code or town I was in, it was a very hard task, but I completed my task. The person who picked up the phone at the Windham Hotel seemed very caring and I explained everything in tears. Not after spending about $3.00 in calls on a pay phone. He asked if I was crying I told him I was and he said there was no reason to cry, that they would help me. NOT!!!

He sent a van to get me and another couple who had a simular problem. The only difference was that they got a printed voucher form Continetal and they would not do that for me. So we went on the Windham van together comparing stories. We arrived at the Windham Hotel and I told the man at the front desk that American had called in my name, but as they told me "they were to busy to print me out a voucher" he let me go no further, before cutting me off and asking for a voucher. I tried to explain to him what I was experiencing but he told me that he could not talk to me without a voucher.

He said he only got one call for a family in distress and that was the couple behind me and all he could do was give me rates. I tried to tell him that American had called the Windham and gave my name. He said I was not telling the truth. He had gotten no call. I explained that I saw and heard the attendant for my self. He said very rudely all he could do is give me rates and unless I had a printed voucher he could not even talk to me. I had no money other than $100.00 and I needed that to get from San Juan to Yauco on taxi when I got to Puerto Rico. I could not spend a dime. He didn't want to hear me unless I had a voucher. I just broke down crying. I told him that I would be staying in the lobby because I had no place to go and no money. He told me that he would have me removed forcefully need be.

My brother works for security in Orlando airport for American and he was mortified at Americans actions and the Windham Actions towards me as was I have never been treated so inhuman in my life. All I could do was cry. My brother called one of my cousin's I haven't spoken to or seen in 15 years and she came and picked me up and I stood the night at her house until the next morning to get on my 7:00am flight number 1511 to San Juan.

Never in my life have I been treated so badly by a major airline and a major hotel. I was already distraught becuase of the death in the family and could not handle what was going on with American and the Windham. I was beside myself. I cannot belive that American Airlines hire people that represent your company in such a disgusting manor. I expect to be compansated for my troubles and suffering. I will let everyone know exactly how your emoployees treat there customers in the very time of need. The attendants felt it more important to flirt and play with a male co-worker rather than take 3 minutes and print me out a voucher so I had someplace to sleep for the night that they were supposed to provide by no fault of my own.

I am livid with your airline and the way they treated me, "the consumer" and I will forward this on to consumer affairs and anyone else that will listen and register this complaint. American Airlines used to be such a great airline. Well now it has turned to crap. I expect to be compensated for my troubles cause by no fault of my own. You should be embarrassed at your employees actions. I know my brother was as was I. My husband was fuming to know I was all alone in a town I have never been in and that you can treat me in such a horrible manner. I expect you to corresponde either by e-mail or letter to: D. L. W. Coram NY 11727

Very upset and disgusted

Hello Delta once again . . .
My family went to orlando on vacation on 4-4-1999 leaving Bradley International Airport at 7am the man who took our luggage said who was going to take care of us . . . putting out his hand. Afraid he was going to lose our luggage we gave him $10:00. I was very shocked and disturbed that Delta would let these things go on. It is not often my family gets to go on a family vacation. It was a very bad way to start this one. I wish the airlines would keep a better eye on the employees working for them. We have no problem tipping when apropiate. I wonder how many other people he ripped off that day . . . I will think twice about flying with Delta again.[Frencie says, "Notify Delta people/security people IMMEDIATELY.]