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Horrible experience with American Airlines reservations

posts: 1
reviews: 12
Horrible experience with American Airlines reservations

This evening has been a horrible and expensive waste of time for my wife and me. We believe American Airlines must be the worst airline and have the worst airline website ever. They care nothing about their customers. My wife was timed out while picking a seat in the process of trying to match a reservation with our daughter for a trip to Las Vegas in March. She was so upset I tried again. The cost jumped $250 in a few minutes. I called customer relations and even talked to a supervisor. "Too Bad!" was the response. "Nothing we can do." Of course there were no apologies for their difficult and unreliable website. I guess we have been spoiled by Southwest Airlines representatives who actually seem to care about their customers. With American, my wife had to chose either to desert our daughter or allow them to gouge her. She is going to go but it was a difficult decision and will not make the trip as pleasant as it should have been.

36 replies to this topic
1. Re: Horrible experience with American Airlines reservations

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Removed on: 3:05 am, February 08, 2014
 
Portland, Oregon
Destination Expert
for Air Travel
posts: 17,053
reviews: 5
2. Re: Horrible experience with American Airlines reservations

What happened is that the last seat at that fare sold out during the time between the seat reservation timing our and your wife searching again. It happens, as there are only a finite number of seats in each fare "bucket".

As to their website timing out, that could have been a glitch on aa.com which is unfortunate, or it could have been a problem with your internet connection (they do go down from time to time).

Does your wife absolutely have to go on the same flight(s) as your daughter for the extra $? Or are there cheaper alternative ways to get there, on other AA flights, or Southwest or other airlines? Lots of families fly separately to their destination to get the best fares.

And, just to be clear I don't work for American or any airline.

Edited: 1:45 am, February 08, 2014
London, United...
posts: 16,402
reviews: 23
3. Re: Horrible experience with American Airlines reservations

I think maybe you are being a little dramatic. The last cheaper seat sold to someone else before your wife completed the purchase, someone else got there quicker,,,and obviously had no Internet issue.

What would you like the airline to do, cancel someone else's ticket for you? Take your word for it and reduce the price? Both are not realistic, I'm sorry.

As to why your internet timed out, that could be either aa or your own issue, it happens.

Florida - Alaska...
Destination Expert
for Chiang Mai, Chiang Mai Province, Outdoors / Adventure Travel
posts: 3,437
reviews: 1
4. Re: Horrible experience with American Airlines reservations

What actually "timed out"?

Many online booking systems have timers built in, so once you select your room/flight/cabin for the hotel/airfare/cruise the timer starts. And if you don't fill in all the blanks and confirm your booking within the time they set, the system resets and your space is released. The timers usually have more than ample time to fill in the necessary blanks, even enough time in case you have to run upstairs to get your credit card. But if you hem & haw for 15 minutes trying to choose which seat, the timer runs out and the system resets.

Some systems like Agoda actually show the clock, so you have an idea how much time is left to finish (though I am sure they put it there to encourage you to commit quickly).

5. Re: Horrible experience with American Airlines reservations

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Removed on: 3:35 am, February 08, 2014
 
uk
posts: 1,749
reviews: 186
6. Re: Horrible experience with American Airlines reservations

Next time, make your wife choose seats faster

7. Re: Horrible experience with American Airlines reservations

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Removed on: 4:37 pm, February 11, 2014
 
Worthing, United...
posts: 5,182
reviews: 11
8. Re: Horrible experience with American Airlines reservations

Hi

You were timed out, how is that the Airline's fault? Procrastination is the thief of time, and in this case the theif of your preferred fare bucket.

Jackie

9. Re: Horrible experience with American Airlines reservations

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Removed on: 4:37 pm, February 11, 2014
Edited: 4:37 pm, February 11, 2014
 
Chicago, Illinois
posts: 6,161
reviews: 75
10. Re: Horrible experience with American Airlines reservations

I use it all the time with few issues.

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