@AmericanAir I need to speak about a very serious experience my mother and aunt had while traveling with you.
Both of them have mobility issues and requested wheelchair assistance for their 4:20 AM flight. There was NO staff available to assist them. They were forced to go through the airport and TSA alone, carrying their own bags.
(They were not the only ones. Several passengers who needed assistance were left abandoned. This is unacceptable.)
When they arrived in MIA, things got worse.
While boarding their flight to Cuba, a man identifying himself as a “supervisor” stopped my mother and told her she had to throw away food she had purchased (donuts and croquetas).Since when is this items restricted when purchased in the airport?
When she calmly asked why—especially since other passengers were not being stopped—he responded: “I’m the supervisor, and I will do it.”
Other passengers even offered to take the food for her, and he refused.
This situation escalated unnecessarily and caused my mother extreme stress. Her blood pressure spiked, her lips turned white, and she suffered a panic attack.
No passenger—especially one needing wheelchair assistance—should be treated this way.
Between the lack of accessibility support and the unprofessional, inconsistent treatment by your staff, this experience was unacceptable.
@AmericanAir I expect a response.
Worse part the so-called supervisor, was Cuban…. Really?
English