American Airlines

Not Verified |   Just upset. Again it is delayed. This year already I had 12 trips and 60% got delayed or canceled. I am still with AA because is my company policy, but I will fight to have this changed.

✅ Trip Verified | They started out delaying our flight at PLC. Then upon arrival to Philadelphia, they delayed our flight four times. I spoke to the customer service desk three times requesting a hotel room and was met with disdain. I was told that we're unable to offer you anything until your flight is canceled. But it was never canceled. Only delayed until they could not offer anyone comfortable accommodations for the night. As time passed, I asked what is the reason for the delay and was told the crew has timed out. So, why would American Airlines and Oneworld Alliance book a flight full of passengers to have us stranded at the airport to sleep on a restaurant bench and/or chair. While the employees of American Airlines stated, "We are leaving because we don't get paid to stay over and another set of representatives will come to assist you." (The two reps left the desk with at least 20 ticketed customers standing in line at 2200 in concourse B of the Philadelphia Airport on Saturday, May 18, 2024.) Another representative showed up, but stated she was leaving at 2230. I called customer service around 0100 and was was sent a hotel voucher around 0020, but upon clicking the link it displayed "No hotel rooms available at the moment." I rechecked for room availability around 0200, but the hotel stopped check-in at 12 midnight. Needless to say, we spent the night stranded in the airport due to American Airlines poor planning for ticketed customers. I sent a complaint to customer relations and requested a refund or at least something comparable to appease us due to the inconvenience and missed engagements the next day. I was only met with 2500 award points. Where can I possibly flight in the US with 2500 points, but no where other than the restaurant bench we got kicked off of or the chair that I spent the remainder of the night located at Gate B8. Giving me enough points for a flight or a travel voucher wouldn't bankrupt you. Please review all the attachments of delays and a letter from customers relations.

Not Verified | My review is on the ignorance and the knowledge of the American Airlines staff. A lot of them in the airport and customer care, have no idea and instead of admitting their ignorance or trying to pursue the right process, they give wrong information. I lost my bags due to a missed flight. Although I admit missing the flight is partly my fault, the delays in boarding made me complacent leading to a missed flight. Imagine living in a country with none of your belongings. I missed my international connection and lost my bags due to their ignorance. They told me my bags would reach the final international destination, while it was stuck in PHL. If they had told me it was in PHL, I would have gotten my bags from there. I have never met such incompetent and lazy staff. Of the 10 people I spoke to maybe 2 of them knew what was going on and was able to give me solutions to the problem.

Not Verified | The absolute worst way to travel. Everything about our experience has been terrible. Our flight was delayed 16 hours and when talking to workers, they were incredibly rude and basically said oh well. It then took us several hours just to get a flight to a destination that we have had planned for months. Several of my classmates have been up since three am and it is currently 10:35. We were then all split up (as a group of 20) to go to different locations (Philadelphia, Boston, new jersey, Chicago). Once my mom, me, and two other students got our ticket, the lady told us that the boarding process had already started, so we had to rush to our next plane. They gave us two meal vouchers each, but several of them were expired. Once I arrived in Charlotte, the team members continued to be rude! A lady did not speak English and she was reprimanded for boarding with group 8, even though her ticket said group 8. Once on the plane, I sat next to a lady who told me that when she arrived at the airport, she was told that she had canceled her flight and then she had to start her ticket process all over. Once I arrived in the Boston airport, we were told that we were lied to by Orlando American airlines about a hotel voucher being booked for us when we were sent to a completely different state. We have now been waiting for over an hour for a hotel that was supposed to be booked several hours ago. When we asked the front desk, the lady continued to be on her phone while not even answering us when we asked what hotels were around when we were willing to pay with our own money, for a hotel. While waiting, a lady came up with a broken suitcase and all five members at the desk sat there, several of them on their phones, while she had a suitcase with a broken wheel. They barely moved while she had to pick up the suitcase to show them. I do not understand how not a single person has done the right thing. Everyone is completely rude in the process, even though they were the ones who messed up. I am never using American Airlines again. They have ruined a trip planned out a year in advance.

✅ Trip Verified | We are traveling with a new born baby and asked the gate attendant to allow us to board earlier so we can properly bit away stroller and baby bags. Gate agent by the name of HP declined the request. When I asked him about hospitality and humanity, HP threatened to not allow us to board at all. HP was the only name this employee provided me with. He said that HP was all I needed to know. Two years ago I stopped flying American after becoming a Platinum member and instead started flying Southwest. I am unsure why I allowed my wife to purchase tickets with American.

✅ Trip Verified |   AA has the worst customer service of any business I have ever interacted with. They cancelled one leg of my flight while I was at the airport. Offered me future travel credit because they could not rebook me same day. The advice the gate agent gave me was to "drive". And gave me an 800 number to call. I rented a car, called the number, and had the immense displeasure of speaking to a manager who asked me how I got the number and told me she could not reimburse me for the rental, could not refund my canceled flight and offered her advice of "use the website". So even though I was told to call the number and now my husband is driving a rental to try and get us to our connecting airport in time for the next flight she said she cannot do anything to help me. Now that I have looked at their website it is equally as helpful as destiny. I would love to talk to someone from AA who actually cares about people, if such a person is even employed there. If I could leave a 0/10 I would

✅ Trip Verified | My flight going to NY was fine. But my return from JFK to CDG was awful. This is due to reduced seat pitch (31") and repeated negligence from the crew, especially 2 hostesses. They kept complaining about the passengers and just wanted to serve the meal and turn the lights off.. The a/c was freezing cold and the air draft was strong. I asked 4 times to increase the temperature. It was actually hot for 10' (28° C probably) and then went back down to 12/13°C. The hostess then said she could not do anything about it. The result is I got a cold and a sore throat. The special meal I requested was not available, and it was the same for many passengers around me. The pasta was hard and disgusting. People around me barely touched it. The service was expedited. The food cart got probably damaged because it was hitting the passengers' seats regularly. The wifi was not working correctly.

✅ Trip Verified | This was the most horrible experience! American Airlines cancelled our connecting flight to London despite options to still catch our flight using other airlines. Their automated system cancelled our seats and reassigned, sold, upgraded them to someone else before working with us to try to rearrange our flight to make it. This was the first time we were flying first class to treat our kids as a reward for their graduations. This ultimately resulted in losses in excess in the cost of the flight tickets that we now have to fight them to get compensated. Buyer beware of American Airlines!

✅ Trip Verified | Dallas Fort Worth to San Francisco onboard their Airbus A321. My previous flight with American was good but I couldn't find the "punch" factor that made American Airlines special. This time, I was surprised that American Airlines had become so excellent. Check-in at DFW was done in a very fast manner, and maybe because I arrived way too early, I experienced 6 gate changes - from A16, then B7, B9, B11, C29, then C12 (thank Goodness DFW had a reliable Skylink). However, that was pretty much the end of my moan because once I stepped on the plane for boarding, I was welcomed by a (surprisingly) very energetic set of crews who smiled at and greeted me. I soon proceeded to my seat, 18A, which was pretty much basic with no IFE screen, but it had USB charging ports, universal power sockets, some literature items, and a decent amount of legroom and padding. The cabin, featuring larger overhead bins like the ones in the A321neo, was spacious, comfortable, and in its best condition despite the toilets being inoperable for short flights cruising under 16000ft (we cruised at twice that altitude, so no issues). The Wi-Fi was blazingly fast and the entertainment had plenty of contents that were up-to-date and beautifully laid out. The pretzels and drinks provided on the flight were delicious. Throughout the flight, the cabin crews remained passionate, friendly, cheerful, and lovely. This might be a little bit overboard of me to say, but the crews of this flight were on par with the Japan Airlines and Starlux Airlines crews that I met. We took off from DFW an hour behind schedule due to a changing traffic flow control, and landed at SFO just 25-ish minutes behind schedule, allowing me plenty of time to catch my connecting flight. American has continued to surprise me for the better, and as an AAdvantage member, this flight affirms my loyalty and love towards them.

✅ Trip Verified | I'm having a terrible experience. I bought tickets from SCL to Montego bay which had a stop on Miami. We were supposed to depart at 21:55. The flight was delayed until 23:00, and later once again delayed until 00:00. At 00:30 with no other information we Are informed that the flight is cancelled due to maintenance. AA got us meal vouchers to use at the airport and moved us to a hotel in Santiago. They moved us by bus at 2:00 am while only one bus was making the round trip to pick us all.. we waited hours at -1°C with no shelter. Next day, with no notice whatsoever to me AA picked up everybody BUT me from the hotel to the airport at 14:30. I had to go by myself by uber at 15:00. At the AA counter there were only 2 people working and the whole group of the cancelled flight had to wait in line until 18:30 The rescheduled flight was supposed to fly at 19:20 now.. it was a few minutes delayed. At the counter and because they were in a hurry, they didn't arranged my connection flight to montego bay but only saw that i could get to miami and "they will help you there" At an AA counter in Miami they put me in a flight to Montego bay that leaves at 8:00 - the flight was overbooked. Now they put me in a waiting list for the next flight but with no certainty that i will make the flight, So far i have lost 2 days of my honeymoon vacation, spent 2 taxi fares, had had a couple meals to survive and have no idea when and if i am going to get to Jamaica finally. The official response of AmericanAir is: "As a token of our apology, I have credited miles to your AAdvantage® account" which they added to an account that is not mine by mistake. Meanwhile I'm spending my honeymoon and work leave at airports pushed from line to line with no notice of arriving at my destination. I'm very, very upset and disappointed. Update: they assigned me to another waiting list at a flight to Montego bay at 11:00 am and with no surprise to me, again overbooked. Later they assured me seats at a flight at 18:50 but now destination Kingston "best i can do" And when i thought i could finally get to Jamaica, the flight was delayed and now canceled until tomorrow 5 am ... 3 days vacation wasted on airport lines (not to mention lost reservations, no access to my checked baggage, no shower) and @AmericanAir haven't even said sorry.