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“Poor customer service. ”

written by Phoenixi229 on 09/09/2015

I flew AA for a multi-destination trip recently with my family of 4. We checked 2 bags and 2 carseats. We gate checked our stroller. Everything was fine, until we were getting off of our flight and we noticed when we went to pick up our gate-checked stroller, 1 of our carseats was sitting there with it. Turns out that they incorrectly tagged one of the carseats so it was unloaded with the gate checked items. Thank goodness we noticed it! I was also terrified that our other carseat wouldn't make it... It took FOREVER to get the whole thing straightened out. And when we finally did, we had to rush to our next flight lugging an extra car seat around (with a stroller, our 2.5 year old and 11 mo. old, and all of our carry-ons). We had a delayed first flight and only had 15 minutes to make it to our next gate which of course is a task at DFW if you have to take the tram to the gates across the way. The worst part was the employees we dealt with. Even though it was AA's mistake, they were rude and short with me... I am a pretty understanding person and everyone makes mistakes (perhaps it was a newer employee, bad day, whatever the case), I don't appreciate rude people. I travel pretty frequently and this has not been my only issue with AA, I just thought I would share my most recent. I'll gladly pay a couple hundred more next time to NOT fly AA.