American Airlines Center — Attraction in Dallas

Dear Mr. Isom (AA President/CEO), I realize that this is an investor relations email address, however, I have exhausted all resources through your customer service portal to get my situation resolved. I actually had to go through the customer complaint process on your website three (or four?) different times before I even got anyone to acknowledge my situation. I am going to provide you with all of the emails that I had with your American Airlines customer service department so you can see why I am so frustrated. I still don't have the check that I was promised for the cost of the hotel for $233 and some change, and I was told that was sent nearly a month ago.

To recap, I paid for my daughter and my son to come to their grandmother's funeral in California. The morning that my daughter was supposed to go home, her flight was delayed to the point that she was going to miss her connecting flight in Dallas to get home to Rochester, New York. Fortunately, we caught it in time in the morning before I dropped her off at the airport, and she didn't end up at the airport in Dallas with a seven month old baby trying to figure out how to get accommodations for the night and how to get a new ticket for the next day. She had to call in sick to work, and I had extra cost for lodging, transportation, and food for the extra day that she and my grandson had to spend in California. This was not weather related, and we were able to get her a ticket the next day over the phone, at least. However, it was very disrupting and caused a lot of extra cost and stress for both of us.

will tell you that this is not the first time that this has happened to me, not just from American Airlines (But mostly from you because I usually always fly with you.), but all airlines in general. Flight delays, flight cancellations, lost luggage, delayed luggage, last-minute gate changes, sitting on the tarmac for up to an hour or longer, no internet, flight bookings where I have only 30 minutes to get from one terminal to the next, and l've actually fallen twice in airports, running to make my gate in time. It's absolutely insane (This is why I choose to drive as much as possible.). And of course, when I ask what the reason is, the people behind the desk will never tell me directly, but usually it has to do with not enough staff to operate the plane, or a malfunction that has to be addressed, or the plane has to be cleaned, or the prior flight arrived late, or paperwork has to be filed. I swear, it's like being held hostage!

Anyway, I think you get the gist of my complaint, so l'm just going to close by leaving you with all the emails I had back-and-forth with the customer service department about the cost that my daughter and I incurred for the extra day that we had to stay after my mom's funeral. It's stressful enough traveling across the country to deal with something like a huge death in the family, or to just visit family or friends, and the transportation aspect of traveling should not add to your patrons' stress. These are not all of the emails that were sent back-and-forth because there have been too many, and they're probably out of order but hopefully you'll see that the reason people really hate flying is because of situations like this, and the fact that airlines will do nothing about them, but make excuses, even though the government has passed recent laws stating that airlines ARE responsible to some degree for ALL of this nonsense!

Cordially yours,

Denise Trone (Deanna Ash's mother)

P. S. The cost of my daughter's ticket, and the cost of the hotel and the transportation and the food and the loss of pay she took was well over $1000. All I was offered was $233 and some change for the reimbursement of my hotel. It's been a month as I said above, and I still have not received the check, nor have I received any response about why I haven't gotten it...

Visited venue for Jin's concert in July 2025, which is an entirely different experience all on its own and there are distinctive standards compared to concerts for Western artists. My review is solely for the venue and the staff working at the venue (NOT the volunteer staff or temporary staff for the concert).

I came on day 1 and day 2 of the concert and noticed that the venue had a cooling bus out front, near the check in table, so that people can come inside and cool down, as temperatures had reached 100-103° on those days. After all the backlash other venues received earlier in the summer for poor management and doing nothing for attendees who suffered heat exhaustion, I was glad that American Airlines Center was fully prepared for the occasion. The staff also wheeled around carts of water (in ice baths!) for everyone waiting in line. And believe me, the lines were plenty. IYKYK.

The arena is comparably new so structurally, everything looks great. There was a concession stand set up to make Jin-inspired (non-alcoholic) drinks, which were pretty good. My friends and I, luckily, had front row seats in section 101 and the view was spectacular. We were pretty much eye-level with Jin on stage. No delulu here though, I know we did not make eye contact, despite him looking our way several times. 🥲

There were some floor staff (do we still call them ushers?) assigned to our section who were so sweet and funny. I'm so sorry I didn't get their names; I believe one older gentleman is named Tim and one kind blonde woman who collected confetti for us before encore. They went above and beyond the job requirement and we shared such a lovely interaction, I have to commend them for ensuring we had a great time.

Pretty easy location to walk to (at least from where we stayed) but traffic is horrible and the front corner street seems dangerous. There needs to be a better designated spot for rideshares without making the streets congested on event nights.

My friends and I had a great time and there weren't any major issues during our time here. Though I'm not particularly fond of Texas, if any BTS member decides to come back, I hope this is the venue the...

I have attended Mavs, Stars, and concerts at the AAC since it opened 20+ years ago. It's a great facility and for someone who has been to many similar facilities across the country, I would say it's one of the nicest even though it is getting older. This week, I took my mother to 2 concerts back to back nights, which was the first time she had attended anything at the AAC since becoming completely wheelchair bound/immobile. It was actually the first place we had gone in public since she became immobile other the doctor/hospital. The AAC staff easily changed our floor concert tickets through Ticketmaster to ADA seats on the floor even though I didn't buy ADA seats. The entry process to the arena both nights was significantly better and easier than I expected it to be. Being that it was nearly 100 degrees out, the arena staff immediately let us to go the front of the line for the VIP check in and immediately go into the arena for both VIP early entry and regular doors entry the next night (so basically they let us skip the line). They made taking in her medical bag easy and immediately escorted us to where we needed to go for the elevators. Once on the floor for our concert seats, the staff would check on my mom in case I had to get up to go to the bathroom or whatever. I was truly impressed with how nice the staff was and how easy it was for us to attend the concert. Even going to doctor visits has been a hassle for a newly immobile person so I was definitely prepared for the process to get into the concert to be difficult as well. Fortunately it was a breeze! The only complaint I have is the Lexus garage does not have enough assessible parking spots. Day 1 they were completely out, even though we showed up at 3:30pm hours before the concert and though we were told the basement level was for handicap parking, they only had like 15 spots and told me I couldn't take up 2 spots so we had to park at the back of the garage away from any other cars to have the space for her to get out of the car. The 2nd night, though we showed up later than the day before, like closer to 6pm, we were able to get a handicap spot...