American Airlines review by David

After being deplaned (9:15 p.m.) from our connecting flight in Philly the A.A. (Eillen Hartley) Rep. at the ticket counter told us that the flight would be canceled and to go across the hall to customer service for re-booking options. While we waited Daryl Jenkins (A.K.A. Manager) handed out A.A. post cards for re-booking options. Which I utilized but the website said no flights available. We waited about 2 and a half hours in line and when I got to the counter I found out that they switched us to a 10:30 pm flight. Then Sephonia (A.K.A customer care rep) asked me why I wasn't on that flight. I stated because I was instructed to wait in this line. Then she stated "no wonder the flight was so passenger lite". She offered to book me another flight about 12 hours later that would connect in Charlotte with a couple hour layover to finally get me home sometime the next evening (weather permitting). After being patient for this whole duration I became frustrated as my luggage (with my medication) was on the 10:30 flight. After Daryl said there wouldn't be any hotel vouchers I and a couple of other passengers (from the same flight) rented a vehicle to get home in time for our personal obligations. I drove through the night and as I picked up my luggage from JAX airport. Next to the luggage for all the other passengers that didn't know about the other flight. After pursuing all the appropriate complaint channels, I was sent an email from Chris Allen (customer care specialist) that stated as much as American Airlines strives to provide exceptional service there are some things they can control, etc. and offered to refund a portion of my ticket back. I emailed Chris and stated that it's disheartening that my experience didn't even warrant a phone call. Acknowledged that mechanical failure is a big challenge for airlines but my complaint was with the unprofessional way A.A. staff handled it after. a few hours later I received a phone call from Chris Allen and we revisited our stances in the emails. Ultimately Chris said "it seems we have come to an impasse...as A.A. made an announcement and 99 passengers were on the 10:30 flight." I asked who his manager was and he expressed "we speak on behalf of the management team, your complaint was reviewed by the management staff and was deemed unnecessary for them to talk with you". At that point I expressed, with agitation, that I would be sharing my experience with A.A. on every outlet and as I expressed myself Chris Allen started talking over me. Which brought out a louder decimal on my part about how I wasn't finished and which point Chris Allen stated "don't raise your voice to me" and reminded Chris Allen that if I wasn't being talked over I wouldn't have to raise my voice for him to hear me. Yes Chris Allen and American Airlines we are at an impasse as this is not how you take care of your customers! I wasn't looking for anything more than accountability. This is the short version of my experience.