Originally Posted by
cmtlatitudes
Thank you for filing the complaints. I've had to use AA's wheelchair services at most airports since 2021. My experiences at MIA and CLT mirror everything you've described at DFW. Each trip I've completed the survey in detail, but not an actual complaint. Your doing so may have helped lead to recognition of AA's systemic issues.
In fairness, the wheelchair services on departure from DCA, have been pretty good for me. But I think that's more of a function that since needing the wheelchair service, I'll only fly J/F. It seems to makes a difference on the outbound experience. Connections and arrivals trend barely adequate to dismal though, regardless of travel class.
DCA, ORD, LGA, PHL, LAX are all regularly good to great IMO. CLT gets let down by sheer numbers, too many travelers, not enough workers but the ones that do show up at least try and do their job correctly. MIA has its good points and bad points, mostly good, but I plan extra time there just in case. Even LHR has gotten better than it used to be, but still has its own issues (Wilson James looking at you). DFW handicap services is just awful, no matter the airline. It's run by Prospect Services and they just don't care. I check into the AC and they regularly go "we'll need to call for the wheelchair extra early and hope they show up." I've had more than one AAngel just push me to the gate themselves as well as pilots giving up waiting and pushing me up the jetbridge to at least get me out of the heat. I at least know my rights (e.g. ask for a CRO), who to call (In the moment I've gotten good responses DMing AA on X), how to advocate for myself, etc. but it's still not right. In the midst of the last incident, I had to help other passengers with 1) what to do in the moment and 2) how to complain afterwards.