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Original Comment First off let me say I have filled out several complaint forms and emailed many people at AA and have not received one response. below is a shortened version of the nightmare business school trip/vacation we had because of AA.<br /> <br /> I flew AA on the first leg of a journey to Vietnam, China, and Indonesia. This was a trip for the Executive MBA program at KSU combined with a vacation for me and my girlfriend for the last week. The AA flight was from Cle to JFK. My luggage was checked by American and was to be checked all the way to Shanghai I was told however it was lost at JFK for 5 days. As a matter of fact there were about 15-20 people in Shanghai who lost their luggage and every single one had flown American Airlines from locations all over the US. My girlfriend and my travel insurance company called AA numerous times. They were told it was not AA's problem it was up to the destination Airline which was China Eastern so too bad. China Eastern never received the luggage so back to AA where a supervisor told my girlfriend if she wanted to find my luggage she needed to go to the yellow pages and look up the word interpreter. When she found that word she should start calling them until she finds one that speaks Chinese and hire them for a lot of money. I think that is a little more than racist and since I talked to the China eastern people in JFK, Shanghai, and Ho Chi Minh in English I thought it was very uncalled for. So after 5 days in Vietnam I flew back to Shanghai and found my bags in the airport there getting ready to be shipped to Vietnam. Thank goodness I was able to intercept them. Some AA employees were helpful but most were completely rude, mean, nasty, racist people. I had bought all new business clothes for the trip as we were visiting multinational corporations and wasted all that money. I had to buy clothes in Vietnam that were not very nice, did not fit, were poorly made, and made me look like a stooge. It was extremely embarrassing. After 5 days with no luggage and all the phone calls to AA to no avail for many days my girlfriend decided to not bring any checked bags with her for the vacation part of our trip. We had just bought all new diving gear that she had to leave at home another unnecessary purchase at this point and she also had to just plan on buying clothes which while not very expensive in Indonesia we did not want to spend our limited time there shopping for daily clothes but knew she would never see her checked bags. So overall by not even attempting to help for several days I would like to thank American Airlines for making me look the fool and doing everything in their power to make sure they tried to ruin the vacation part of our trip. When we returned to the states we were told by numerous AA employees that they would never fly AA. Every flight into Chicago, most into JFK and Miami, lose bags on every flight. Your own employees even said it was the worst airline for baggage. I went onto Tip advisor and ranked all the Airlines with 10 or more reviews. AA was number 124 out of 146 Airlines in the bottom 15% in customer satisfaction. What should be even more alarming is that US Airways was ranked 130th in the bottom 10%. I went to the AA customer service website both yesterday and today and filled out complaints. As to no surprise I have not received a message back or a call in response to my complaints. Customer service ranks last in your priorities. I have news for you on time ranking is meaningless if luggage does not arrive too. This experience will be the topic of many of my future and current papers throughout my EMBA schooling. I can assure you that my entire class is appalled at how both my girlfriend and I were treated but even more so with how American Airlines reacted and what was said by your employees both when we wanted help and when we talked to them about your company. The general census is that you just don't care about your customers and your employee morale is extremely low for those who are genuinely trying to make a difference as they run into the same problems as your customers. Again I say what a horrible way to run a service business and it is quite apparent that you will be bankrupt in just a short period with your current company culture.

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