American Airlines Cargo

You know, its stressful enough having to send any animal via a cargo flight. It was our very, very last resort and we did everything we could to ensure our pups were safe and happy.

But when we arrived for drop off at American Airlines cargo counter in Salt Lake City, the staff there made it SO much more stressful and unnecessarily difficult. We had all paperwork in order for these golden retrievers, but staff said they needed a signed confirmation from a vet that they were in fact not a bully breed (restrictions on shipments of snub nosed breeds understandable). Despite the health certificate and weather acclimation papers stating GOLDEN RETRIEVER they said they wouldnt accept the shipment without it. Fine.

Unfortunately for them, we have a friend who works at the vet we use and she was able to get the form signed and returned via email within minutes. The staff was clearly upset by this, apparently hoping wed be denied shipment based on the missing paperwork. We then are told the crate is too small. Despite having plenty of room, and obviously meeting the requirements listed on AAs provided information, they said wed either have to go get another crate, or they could maybe get a supervisor to come check the claim that it was too small.

There was no way wed make the 3 hour pre-flight check in required if we had to go get another crate. After over a half an hour, a supervisor finally showed up and confirmed the crate was fine to ship. But then (after sending the crate onward) said if the cargo loaders didnt want to load the shipment, theyd deny it on the tarmac. Also, before taking the crate, they refused to let us put any of the extra pads and blanket in the crate; it gets COLD flying, and they allowed for 1 single potty pad.

If they were actually concerned about the safety and well-being of our pups, they wouldnt have refused even those basic comforts. They just didnt want to do their jobs. So, for nearly 3 hours, we had to wait and see if our pups would be loaded safely. Of course, there was no actual issue and the crate was loaded just fine.

But, the cargo tracker we signed up for didnt work so we had no idea where our precious puppy shipment was for the entire trip!!! To say this was stressful and scary is an understatement. All due to the counter staff at SLC who had immediately told us upon arrival (after United staff in the same building said they didnt ship animals and tried to send us away) that they, American Airlines cargo desk staff, just dont like shipping them. Uh.

You think we do?! We had no choice in this situation and had to get the pups across the country. So, because they just dont like to ship animals, they made this already stressful experience far worse. We spent nearly 2 hours at that counter and office trying to get our pups safely accepted for travel.

2 hours. Now, years ago, I used to send pups via Delta petcargo. They were THE BEST. Always caring, always very thoughtful and easy to track the pups.

I felt confident and safe using them. But, due to C19, they currently dont allow pet cargo, so we were stuck with American Airlines leaving out of SLC. I wouldnt recommend this to anyone - ANYONE! Those people were rude, combative, and generally just unwilling to do their jobs.

If I knew the names of who was at the counter, Id share them here because they should be ashamed of themselves and receive review from their supervisors. Their behaviors was absolutely uncalled for and unnecessary. Luckily, the American Airlines employees at the destination of arrival were far more professional and caring. We picked up within minutes of arrival and our precious pups were safe and home at last!

What a horrendous experience with AA Cargo in SLC. For over $600 total send (including necessary vet checks and crate, bowls, etc), Im more than disappointed in the service given.

In the future, Id rather hire someone triple that cost to drive our pups if we cant take them ourselves. Thanks, AA Cargo desk in SLC - your self righteous attitudes and lack of actual caring will definitely ensure I dont recommend your services to any of the few thousands of followers and clients we have.

We had a shipment from Charlotte/NC to Frankfurt /Germany. One Box to be picked up by our customer at AA Cargo in Frankfurt.

When out customer got there to pick up the shipment, it wasnt there. The box couldnt be found. Almost two weeks have passed and we still dont know where our shipment is. Weve contacted UPS and FedEx to check if they have picked it up by accident.

AA is NOT helping at all to try and find our Cargo. There is video footage everywhere at the airport and we would assume AA had an interest in finding our Cargo, which was rather expensive to ship. But no luck there. Just lame excuses and no customer service whatsoever.

Lesson learned, never again!!! Eventually theyll go out of business.

AA Cargo is contracted out, in other words, not AA employees, from my understanding. AA should be horrified at who is working behind these counters, especially regarding live animal shipments.

We have used them a minimum of 5 times but NEVER again. We spent 6 hours early in the morning outside of LGA cargo, surrounded by trash and stoned cargo drivers because they wouldnt fly our dog back to where he flew from 2 weeks ago. They claimed the crate was too small, even though it was fine 2 weeks ago this is NOT a growing puppy. It is a 4 yr old Australian Shepard.

The lady working at the desk just HAD TO THROW HER WEIGHT AROUND.

congrats lady- you just lost a good customer. And this is all besides the ludicrous charges ($1430) round trip.

Was told on the phone when I made the reservation to fly a puppy in from Wisconsin to go to Cargo fir pick up.

When ai got there customer service agent. ( big black guy behind the counter) was extremely rude.

He stated they always say pick up here you don't pick here...You go yo terminal 5

When your not from LA and NEVER BEEN TO LAX BEFORE...

I was in a total panic had no idea where to go..Asked him to ease write down directions on how to get terminal 5...HE STATED I WONT WRITE IT FOR YOU..YOU CAN DO IT!

BY then I was in tears my anxiety was through the roof, all I could think of I'll never find my puppy... Found some guys on thr side of the road gave me directions were helpful.

IT DOESNT COST ANYTHING TO BE KIND OR HELP SOMEONE...

SIgned

A nurse for 28 yrs helping others!!!

Hi!

We are interested in your cargo service. Our company has an online shop and goods to bring from the US to Armenia, so we are looking for information about your prices, address and cooperation way.

Here is some information about us.

We are a company operating in Yerevan that offers any kind of goods (such as clothes, electronics, cosmetics etc) from the US.

Weekly 500-600 kg need to be brought to Armenia so the cooperation will last longer. If there is no direct shipment to Yerevan, RA please give us more details about shipment through other countries such as Russia, Kazakhstan, Georgia etc.

We would be glad to contact the head of the cargo service department to talk about the details.

The right coordination of yours is highly appreciated.

Thank you in advance.

Ani Isahakyan

Shopppy Team