American Airlines

✅ Trip Verified | Honolulu to Los Angles via Tampa. Don't waste your money. If you are not on a flight of more than 5 hours, you get no comfort. Yes, bigger seats but no premium class like the 787-9 Dreamliner that we actually flew on once we left Tampa and got into Dallas/Fort Worth. But you still paying the higher price. Each flight's aircrew standards were different as were each airport and each Admiral Club and Flagship Lounge. If you're an occasional flyer and want to waste your money, go right ahead. No standardization in any employee at any aircrew or airport. Very poor, not recommended.

Not Verified | Glasgow to Orlando via London. Our flight to Heathrow did not allow enough time to make our flight to Florida. I called American Airlines and they rescheduled our flight to the following day, but to Gatwick. That was ok but I had to pay an additional $1350, I filed a complaint, but they would not refund the money. Their fault but we had to pay. Never again will I use American Airlines and urge everyone else to do the same. This was all done on their partner airline British Airways, but all payments and correspondence were to American Airlines. The travel was done in business class

Not Verified | I go into this review understanding this has been a doozy of a year for the industry but never in my life have I experienced this. A girl friend and I were able to get a last minute ticket to Florida from Phoenix. We had a connecting flight in Houston (getting in at 11.30pm on Thursday) with our final flight to Miami the next morning, Friday, at 7.20am. We get into an extremely empty airport and look up at the board to check our morning flight to find it cancelled, they sent us an email that this connecting flight was cancelled 8.02 while we were already in the air. We find someone still working and ask about another flight, he was so dismissive. He literally waved us away while telling us that our app would have more options than his computer and said this while walking away into a terminal door. We had no idea if he was coming back. When he did, someone else was there and the original guy finally took interest in helping us. We knew this wasn’t his fault but we are two young moms away from our families for the first time now stranded in a different state. He said he could offer a hotel but that it “wouldn’t be the nicest”, even though there was a hotel in the airport but he said he had no access to it, oh and that the transport ended at midnight so we’d have to hurry (literally would give us only 10min to get out of the entire airport). He then offered to put us on standby for a flight the following morning, Friday, at 5am and then booked us a flight at 6pm in case we couldn’t get on the morning flight (missing half our trip but at this point something was better than nothing). After an extremely glamorous stay in the empty terminal we woke the next morning and checked our app only to see that he had booked us for 6pm the following day, Saturday. There was at least 15 other people on standby for the flight so we didn’t get on, effectively ending our attempts to get to Miami. The entire time they said it was cancelled because of a domino affect caused by weather, there was multiple people from our group already there sending us videos of clear skies. Three other people from three different locations were all able to get to Miami just fine and to add salt to the wound, exactly 10min after our original cancelled flight, another airline to Miami left right on time from the same terminal. When we finally got on a plane back home (after spending 15 hours in the airport), I was getting leaked on by, what I assume, a weird condensation build up in the window when we were descending, it wasn’t just a drip, it was a lot. So when we landed I told the stewardess, just to let them know in case something was wrong and she said “well do you want a napkin or something? There’s nothing I can do about it” I’m an overly polite person and I just can’t get over how rudely we were treated, constantly. We were told to call for refunds once we were officially home and when we finally did, I did talk to an extremely nice gentleman but was told that we may just get a ticket voucher, even though we also paid an additional insurance fee. We are still waiting to hear back (via phone or email we were told) almost two weeks later and my friend checked online to see the status and it was denied but when you click to go further into the site, it still shows a weird pending but of only $125, the ticket was $638. Give us our money back.

Not Verified | To begin, I booked our flight to Tampa from Phoenix in January. Paid extra to have a direct flight home from Tampa to Phoenix. In February American took it upon themselves to not only delay our flight to Tampa but also add a layover in Dallas on the way home. Now I was obviously annoyed but chose not to complain at that time as it wasn’t a huge deal. Well cut to the layover as we are waiting to get on our flight home the weather in Dallas is beginning to rain and our flight gets delayed 3 times then cancelled entirely. We rebook one immediately for 3 hours later than our original flight, then that flight gets delayed 3 more times. All while tons of flights at the airport are being cancelled and the bad weather is scheduled for another 6 hours I expected that our rebooked flight would likely be cancelled as well and the customer service line already had at least over 300 people in it so we got in line to speak to someone regarding what the next step was if this flight got cancelled as well since that one was at 11pm and I didn’t plan to sleep at the airport. Meanwhile the airport employees are referring us to call the customer service line so I called them while we waited in line. Spoke to a staff member who was very polite and understanding but didn’t have a resolution for me so I held for over 2 hours to speak to her supervisor. After hours in the line we made it to the front and the lady was less than helpful and completely rude. Her resolution was that she could cancel the flight we had re-booked and rebook us at the earliest 9pm the following day with no accommodations because it was “weather related”. I again explained that we were not supposed to have this layover to begin with. Her resolution to that rather than admitting that that is poor customer service on Americans part was that I should have complained when it was changed. So me being nice and letting that slide was now my fault so you’re encouraging that I complain in advance next time? She then said I was being disrespectful and asked me what I wanted from her. I simply explained that I wanted accommodations if the rebooked flight was cancelled. She told me I would have to get back in line (the line that now has well over 800 people in it) when that flight was cancelled. I asked her to just place a note in my file that we had waited 3 hours in the line already and that we were requesting a hotel accommodation if the flight was cancelled. She said a note isn’t going to do anything everyone else is waiting too and slid me back my ticket and called up the next customer. The other party that was with us was asking the other attendant for the same thing and the lady got extremely hostile and defensive and said “Are you trying to fight me?” None of us were being hostile towards them so for an employee to speak to a customer in that manner is completely unprofessional. Cut to after we left the counter with no resolution I finally got a supervisor on the line and she was very polite and willing to hear me out but unable to help me either. Then we finally get on the rebooked flight, just thankful that it wasn’t cancelled at this point then get on the tarmac and have to sit there for over an hour behind 15 other planes and then they lost our luggage to top it off which also happened at the DFW airport the last time we had a lay over there too. So disorganized, insulting and distasteful customer service.

Not Verified | Worst service I’ve ever experienced! My husband and I didn’t get to sit together both ways due to your garbage check in schemes. Absolutely ridiculous!! Instead I have was able to sit with a man slobbering while falling over on my chest during flight. Disgusting. I’m so sick of AA! Never again! We couldn’t check in online and when we arrived at gate the attendant had boarding passes with seats 3 rows apart. AA, you’ve officially lost our business.

Not Verified | First nice trip after COVID, and things could not gone more wrong! First flight from Buffalo to Charlotte had issues with the breaks after being on tarmac for 1 hour, pilot said we can deplane for a few min. The plane was delayed over and over until 3 hours later they said they were unable to fly the plane. After waiting to be rebooked, we asked if they would pay for hotel as they rebooked us out of Philadelphia, leaving the following morning to Aruba. No! Manager was not allowing it. Sorry AA, never again.

✅ Trip Verified | What a joke! Old aircraft, horrible seats, horrible meals, horrible in-air service (had to ask for water each time), horrible timing and a horrible pilot, who could not make up for 1-hour delay during a 9-hour flight! This is appalling and disrespectful to say the least. Don’t fly this joke of an airline.

✅ Trip Verified | I recently had the displeasure of booking a flight for my son and I on American Airlines. We were to fly out of DCA to Boston Logan. I paid for seat upgrades at the gate, the flight boarded and apparently the plane broke on the runway. We were brought back to the gate and told a replacement was en route and to stay at the gate. After another hour we were told no plane was coming and they could not find us a flight until Tuesday (it was Sunday). We were told to go to customer service for anymore details. The airline had multiple canceled flights with over a hundred people in line and one customer service agent working! My only option was to take a red eye to Providence, take a $300 Uber ride to Boston, pay more time in central parking and miss a day of work (and school for my son). Once finally home I contacted American via email because they won’t take phone calls about these issues. It’s took over 2 weeks to get to get a response. First off I was never refunded for the seat upgrades I was promised by customer service that I didn’t use. Second I wasn’t compensated for Uber ride, parking overages or missed work. What I was given was 7,500 air miles worth basically nothing. And more insulting was I never received the air miles for the actual fight, so the 7,500 miles was les that what I actually was entitled to! Do yourself a huge favor and fly another airline!

Not Verified | We arrived in Philadelphia for a connecting flight and rushed onto the plane to find that the brakes are broken. Then we get off and wait over 3 hours for another plane. When the plane finally arrived they “cleaned it” for an hour and a half. We boarded the plane and waited another hour and a half because they “forgot to move the luggage”. I am angry and I have been at airports for 11 hours, while only being in the air for 50 minutes. Really frustrating.

Not Verified | I have never seen such a horrible customer service. I unfortunately had to deal with them for my parents (70 years old). You have to spend a minimum of 1 hour on the phone for somebody to answer. Nobody is helping, like really not helping and not willing to help. They give false information all the time. Talking with them leaves you hopeless. At the time I had to deal with them, I was like "ok, this is how I imagine hell to be".