American Airlines Baggage Service Info
Amenities
Accessibility
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Wheelchair accessible entrance
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Wheelchair accessible parking lot
Best KPortal Reviews
Me and my family boarded a flight today! Worst customer service, I have experienced flying. I expected more from American Airlines. Everyone at the kiosk was in a horid mood! Sean, Qing, and helisha the supervisor, did not care to make it better or realize they were all in a terrible mood! When I was trying to scan in my QR code Qing kept giving me attitude and was not trying to help me figure out which one I was missing. Helisha then proceeded to then point out there were 8 people in line in back of me I kept asking her which seat am I missing? And she continued to give attitude instead of helping. I then let her know your customer service is terrible, and I pernounced her name incorrectly she then in a nasty attitude said you pernoounced my name wrong. I asked for the supervisor her name was helisha and I let her know the experience was terrible even though she Apologized it was not sincere. Sean charged me extra for a carry on it was less than half an inch off I have never been charged for this specific luggage it's a carry on. They should not be up greeting customers that are getting ready to fly they have 0 customer service skills. I am trying to fly with my family and have a good holiday. Terrible! Terrible experience!
There is no way to follow up on a damaged baggage claim. I took it straight to the counter after I picked up my damaged bag off of the conveyor, but have completely ignored my claim.
AA ticket counter employee at the Reno airport this morning (who was actually named Karen) was extreme rude, speaking meanly to my sister. Furthermore she was full of self-importance and even more full of incorrect information. She tried to deny boarding a pre-paid 5 pound puppy in an airline approved carrier (which had already been welcomed aboard Southwest happily) by saying the carrier was too small for the 5 pound puppy. (What a joke!! It has to fit under the seat!) Once again AA employees rude treatment of customers confirms my 20+ years boycott of the airline. Wake up AA and get your employees trained by Southwest Airlines! And my apologies to my sister who endured this rudeness on her first visit to Reno - Sis, I assure you that that AA employees rude behavior in no way reflects the warm and hospitable nature of Reno, NV.
Unfortunately, I do not have many good things to say about this airline. They delayed my flight during the first half of my round trip and made me late getting to my destination and messing my whole entire schedule and vacation up. Now when I am trying to return, they cancelled my morning flight and made me rebook without ANY compensation for the earliest flight leaving at midnight (assuming it leaves) and I will be flying into a hurricane and may not even reach the intended destination on time (knowing how “reliable” American Airlines” is)… I will be choosing another airline from now on. Customers beware!
Check bag line had been waiting and backing up after employee just ghosted her desk. She did not say anything and was gone 25mins before another employee yelled at our whole line move over to the very long line for the non self check bag. After all of us move over there they reopened the self check line but we were already in the roped in area and couldn't go back out. Then the proceeded to start taking people that had just got there in the line they just made us leave. This mad us almost late to board our plane because it took over an hr. The self check is there to speed up the process. This is a huge airport and getting here 2 hrs early was almost not enough due to this absolute terrible experience.
My flight out of Reno was delayed & I had to stay another night in Reno. They booked a room and they said it had a shuttle and also gave me a meal voucher.... Well after 20 minutes, the hotel doesn't have a shuttle. So I had to get a rental which was severely over priced. And the hotel didn't have meals to use my voucher!! This whole ordeal was terrible..So I will not be flying American in the future. I will see if I can get any reimbursement for this terrible ordeal!!
The ticket counter staff was ARROGANT, uncooperative and rude. I missed my flight thanks to the Karens at the ticket counter - They would not accept my luggage check in simply because they were suspicious of the content, despite the fact that I did my best trying to explain to them what the contents were. They actually requested TSA’s presence to verify the legality of the content and point their finger at me. LET TSA DO THEIR JOB, AMERICAN. TSA had no issue with the contents, but alas, the staff would not accept the luggage. I had no choice but to cancel my flight. And to add insult to injury, the ticket counter staff were STARING at me the entire time while I tried to sort things out. Never flying American again.
Flight cancelled and never gave me a replacement flight (so did my original fly out btw). Been at the air port for 3 hours waiting stand by for what they admit is there own fault...will be another 2 hours before I MAY make the next flight...they told me no other flight will get me to Orlando. So I checked...JetBlue could get me there today, was told "we don't have an agreement with JetBlue". That's not my problem? You guys have me left in a state I don't know, with nothing, no place to stay tonight, no car, and for the troubles you can't even get me on a flight with another company? I know of it was their mom, or them in my shoes they would not appreciate this treatment. Since this is a company that obviously does not care about customer service they will not receive me or my family support. I have a family, job, and believe it or not a life to get back to, you guys admit to being your fault but other then that have no urgency or care to fix YOUR MISTAKE. Acknowledgement that it was your fault is good, but no apology and plan of action to fix your mistake says you really could care less.
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