American Airlines Cargo

Jun 29th, 2023

While checking in our dog in at Richmond International, we were turned away 3 times with contradicting information. The woman that was working the desk was nothing more than impertinent each time. It felt as if she received enjoyment from turning us away. After 3 flights rescheduled, driving across town for more paperwork (which could have been given the first time I was there) and escalating to the supervisor, finally on try 4 I was able to get my dog checked in. The woman that works the desk is nothing more than incompetent and for a lack of better words rude and Schadenfreude. I am a Director of a facility that provides customer service to my community and I would never have such a person be the face of my department. She definitely needs some training and direction on how customer issues should be handled. I will say her supervisor was the most calm empathetic, caring person I encountered during my process. I truly appreciate his heart and kindness.
May 29th, 2023

Showed up at the cargo area with the bare minimum knowledge I could gather from online about picking up a pet at LAX. I talked to an amazing kind woman about that was able to inform me my puppy was at the terminals PPS area, gave me super easy to follow instructions and about 20 mins later I was there. Arrived at the PPS station checked in with another amazing human named Freddie. This dude went above and beyond to help us get our pup! Our puppy hadnt arrived yet and he broke down the typical protocol for us, and we asked if it was cool if we wait around the terminal, he said of course and then out of nowhere about 20 mins later he tracked us down and got us out and on our way, helped so much I couldnt be more grateful. Freddie definitely the type of person that should be the face of something because he was so overwhelming helpful and kind, really dont get that much anymore.
Mar 31st, 2023

Ok
Mar 24th, 2023

Mar 7th, 2023