airpass@aa.com: American Airlines AirPass Email in USA

Good evening, or should I say afternoon for yourselves,

I am sending this e-mail with disappointment & anxiously wanting an explanation of what has happened and what is being done to rectify this huge upset!

Firstly I am the sister of Mr Nicholas Dickens and having worked as cabin crew for a British Airline for twenty nine years, I am appalled at the lack of information, caring and empathy shown to my brother. When you as a company are responsible for loosing his luggage and one week later can not tell him we’re? His luggage is, this in it’s self is very worrying.

Firstly some four years ago my brother was very poorly and in hospital, gravely ill.

Since then he has been saving for this amazing trip of a life time for his fiftieth birthday, glad to be able to celebrate this after his illness.

Firstly to see good friends in Mexico and then of to his dream destination and holiday Alaska. Having saved very hard for this trip that he thought he might never make.
He left the UK very excited, to find that on arrival in Mexico he had no luggage what so ever, your Airline could not tell him were it was. Once again very worrying!
Some three days later his hold luggage arrived, no hand luggage though? In his hand luggage he had expensive camera equipment that he had purchased for his trip of a life time. Also many other items needed for Alaska.

Some eight days later and still no sign of his hand luggage, once again very worrying as no one seems to no were it is?!

Firstly the Cabin Crew removed this piece of hand luggage on the pier before he was allowed to board the Aircraft, saying that there was no room in the cabin and it would have to be hold loaded. So what has happened to this? and were is it? It seems to me that your Company doesn’t care!

My brother should by now be in Alaska, but had to cancel his flight. He had several excretions booked in Alaska, which he has had to cancel.

No explanations have been given to my brother and certainly no empathy shown.

If he does not have his case, or information regarding this within the next twenty four hours. I will have no choice but to go to the Media with this story. This I can assure I will definitely do!,

I am heart broken for my brother, as after his illness this was going to be such a special trip for him. Your company has completely ruined this for him, also this has made him very ill whilst in Mexico.

Having worked as Cabin Crew for twenty nine years I am amazed that your Company can not trace this bag.

I wait for your reply in anticipation. I just hope this story does not have to go to the Media! For your sake. So please find his case and get it sent to him ASAP.

Kind regards
Mrs Sandra Fenton
(one very worried and upset sister!)

Would like to know if the airline can give credit for money paid to your airline but was unable to use because of the coronavirus. we were going to San Antonio for a conference but it was cancelled due to a city declared a state of emergency. we paid $752.36 for tickets an fees. Can you give credit to use your airline at a later time.