I’d comment on the service but I never received any and waited almost 45 mins to try to talk to someone because the sole AA rep was on the phone with customer support the whole time so I left and went to SWA Cargo who got me in and out in 10 mins.

I have been trying to book a cargo move for my three pets. We are military family moving from Colorado to England in January, and all of the booking has to take place over email. I’ve gotten different answers on the cost of shipping our pets from everyone who responds to emails. I also had to request a change of date, because the military had to send us on a flight that left before the animals were supposed to leave. The new date would have put us all leaving on a Saturday. Originally the animals would be traveling for three days with a layover in Dallas, which I was comfortable with, and if that itinerary stayed similar, the animals would arrive on a Monday with the date change. When I reached out via email to change the date I got a response from someone that said that London Heathrow airport didn’t accept animals on Saturday or Sunday. I was understanding of this fact, but as I previously stated, if their itineraries stayed similar they would arrive on a Monday. I sent another email to say this , and their response was that there were no flights leaving out of Atlanta on the Saturday we were leaving, which is not the airport we are leaving from. When I tried calling, I was told that all booking has to take place over email and was talked to as if I was the one making mistakes. My faith in this service getting my animals to England has gotten smaller and smaller every day. I can’t get a direct answer from anyone over a phone and obviously everyone on the email chain doesn’t take the time to look into the details.

Terrible experience here—avoid at all costs. Customer service was openly antagonistic. The manager, Jackie, made my experience here even worse and made no effort whatsoever to help solve my problem. Horrible communication, wildly different standards between agents and locations in different cities, and long wait times. I was horrified to leave my pet in the care of these people, but sadly it was my only option. AA should consider using a different contracting company.

Changes in management and protocols have transformed this air freight office. Unfortunate that it took so long; but better late than never. This is by far the most inefficient cargo office in Denver. I have never been there without being treated rudely by at least one staff member and waiting at least 15 minutes. Unfortunately this office handles cargo for American Delta and Alaska... Always plan on a big delay here.

If you need to send or pick-up air cargo from American Airlines here is where you need to go. As of now there may not be a person inside to assist, just a computer, and no real signage. If you are a pro and come here all the time you know the drill, if not you could be confused. That being said the staff were pleasant and helpful when they were around.