American Airlines review by Heather Bowen

My son had a 5:30am flight on 7/17/25 for the MILITARY. He had MILITARY ORDERS and was on duty. We arrived at 3:30am and were standing in line at 3:40am. There were about 7-10 people already ahead of us. There was a nice man that was up there at 4am when the counter opened. Around 4:20 a lady in a pink shirt came in and took over his spot. She walked around for a while, chit chatted with other employees, chatted with i can only assume was one of her friends that she allowed to cut from the back of the line to the front. Continued to wonder off. When we finally got to the counter it was 4:49am and he reported his duty orders, flight and destination and she with the worst additude told my son he missed his check in time by 4 MINUTES 4 MINUTES!!!!! We explained to her he had to be on this flight for the Army and could not miss it in anyway. Her nasty response was "I don't care, you should have been here 45mins ago" We than told her, ma'am we have been standing in this line for well over an hour and were here before you even got here, he has to be on this flight. She than again said "she didn't care , move to the left and when I get done checking in everyone else I'll see about trying to find you another flight." The other customers were saying "you need to get this man on his flight, he is MILITARY and has orders. It's only 4 mins. The Delta men down the counter were saying "that is not right, and this is sorry customer service, he is Military he is supposed to have priority to make sure he is on board. Delta tried to help him get his flight switched to Delta but unfortunately they were booked up already. We still tried to get this lady to help , who come to find out is some kind of supervisor. She only ignored us and moved her hand to the left. We tried again to tell her due to her not being and doing what she was supposed to be doing is the only reason he was not at the counter 4 mins earlier. Delta employees then tried to just rush him thru security so he could at least get to the gate and get it situated there. The security and TSA were all trying to get him back to the gate as fast as they could but unfortunately by the time he reached the gate it was already closed. My son was unable to make his flight and ended up having to be driven to his location destination which he has still yet to arrive as of 1pm on 7/18/25 but was supposed to be checked in at 11am on 7/17/25 all because your ' so called supervisor' seems to think that our US Military service men and women are not important enough to be taken care of and helped. I will NEVER NEVER EVER fly or recommend American Airlines. You have done nothing but disgust me and everyone associated with our US Military. Never again, yall are the absolute worst. From one very Peed off but PROUD ARMY MOM.