American Airlines

✅ Trip Verified | Reno to Punta Cana. 2 weeks before our trip, American Airlines cancelled our flight to connector DFW from Reno (where I live). They booked us leaving from Sacramento (2.5 hour drive away) 14 hours before our original flight on Friday night. Being employed, this ended up falling at the beginning of my workday. Contacted phone support, waited 1.5 hours on hold to let them know we couldn't leave in the middle of a workday and let them know Sacramento was 2.5 hours away. They scheduled us into Chicago through United for Saturday morning around 00:30. I rented a car for $125 + $60 in gas to make the flight. On the way back our flight was 2 hours ahead of time. We left for the airport only to find it was actually going to be on time. So we were 5 hours early. They additionally booked our connector with 40 min to make it through customs, baggage pickup, baggage recheck and across DFW. We missed the flight by less than a min, they had just shut the doors even though they verified we were on our way. The attendant told me, "We have a choice to wait or not - we didn't." We then went to customer service, who booked us a flight to LAX with a 9-hour layover to connect to Reno. They additionally put us in a hotel. Upon landing we found out the hotel was 36 miles away without a shuttle. When I asked for a different hotel voucher, the attendant found one next to the airport. We walked back to the shuttle line and I thought maybe I should check the hotel. Upon calling I found out they had been sending people away for 2 hours because they were full. I went back to the counter, who found another hotel with a vacancy. We slept for 4 hours in the room stinking of marijuana, woke up to take showers, bought some bathroom necessities and donned the clothes we'd been traveling in for the previous day. Thankfully our flight was on Alaskan, so there were no more troubles from then on. Note: I was a loyal AAvantage cardholder before this. I will find a way to spend all of my miles and then never use that card or fly on American again.

Not Verified | Tampa to Memphis. American lacks proper etiquette in all respects, their flight attendants and customer service staff are horrid. They treat paying customers like the scum on the bottom of their shoe! First flight of the day I missed and my seat was bumped to economy. I had no issue with this because that’s what they had to offer and was left, but when I attempted to reach American Airlines to get the difference refunded to me they refused. The customer service rep was rude and gave no reason as to why the amount could not be refunded to me. Instead he refused and hung up the line. Not only did I not get my money back, on the second flight a flight attendant decided to single me out for wearing headphones during the safety run down. I did not realize that was taking place because we just boarded the flight. I got off the phone and simply told the attendant I was sorry and unaware and she told me to not to talk back to her and that I was interrupting. TO NOT TALK BACK TO HER!? I found that to be outrageous considering I wasn’t “TALKING BACK TO HER” and in fact being the complete opposite. The fact that this flight attendant thought it was okay to talk to me as if I were her child left me almost speechless until I realized the people sitting right next to me were playing games on their iPad and decided to say something because I was evidently singled out!! I paid over $600 flying with American just to be treated with disrespect. I will never fly with them again. I will always fly with Delta! Delta has always had the best customer service and best flight experiences I could ever ask for. American could learn a lot from them.

✅ Trip Verified | We never got to fly because of covid. They did extend out our flight credit for a year, then 6 more months after that. Then American Airlines was no longer available at the Joplin Airport, which is only 20min from me, which is why we went through them in the first place. The closest airport to us now is a 2 hour drive. I requested a refund and was denied because my flight credit had "expired." So why did I receive an email stating that it had been extended through September 2022? Of course, I still haven't received an answer, even after forwarding the email about the extension. $1000 was paid for nothing! And with all the flight Cancellations, we are not about to get stranded somewhere. Never again will I ever use AA. They stole my money!

Not Verified | Got to the airport with plenty of time for my 6.21am flight, however, since the flight attendant was an hour late, it caused me to miss my connecting flight in Dallas by 4 minutes. Apparently there is a corporate policy that the door is to be closed at 15 prior to flight leaving even though the airline knew we were delayed because of them. So we did what all good mannered adults do and go to customer service as instructed. Here they merely took our tickets and licenses (and dropping our license in the crack in between the two desks and acting like we made them do it) and instead of asking us anything they said look all we can do is put you on standby. It’s your only option. So with 3 (yes I said three) standbys later, all they can do now is send us to San Jose but not until after 7pm and then we have to get a rental car to drive to San Francisco (another hour) - and we all know how easy and cheap rental cars are right now. So hating American Airlines.

Not Verified | Minneapolis to St. Croix via Miami. The seating situation with American needs to be figured out. American now requires you to pay for most seats if you wish to select them in advance. We spent $2300 on three tickets, and our daughter is a minor. Because we are on a budget with travel, spending an extra $100-$125 out of pocket to select seats isn't realistic for us AND many other people! Like others have complained, our daughter ended up in a seat by herself on multiple occasions. When I asked the staff about it - I was told "all seats are booked." There needs to be an option for families to sit together without having to pay more money for seats - and this is especially true for arranging seats with children. In fact, at the airport, another family approached the desk with the same issue - a parent being separated from their child. We don't expect special treatment, we want to be able to sit next to our child on the airplane! Whatever system American uses to plug people into seats is completely insufficient. In fact, it's ILLEGAL for airlines to not seat a child next to a family member together without charging extra (law passed in 2016).

✅ Trip Verified | Philadelphia to Punta Cana. Literally the worst experience EVER. I fly quite frequently and have never experienced such incompetence. I don’t know it it is just the Philadelphia employees who are notoriously rude and unhelpful or what. We are 2 adults flying with 2 young children (ages 8 & 5). When we purchased our seats, we chose 2 & 2 so there was 1 parent with 1 child. However, when we checked in, we were separated from our children. First, we tried the online chat, that person merely told us our assigned seats, which we already knew since that was what we were calling about. Then we called the customer service line and were told we had to talk to the person at the airport. When we arrived at the airport, we checked our bag through and our passports were scanned. We were not given paper tickets nor told we needed them AND were told we needed to speak to the person at the gate about our seats. We waited and waited for gate personnel. When they finally arrived they just started boarding. We finally got to the front of the line and were told “5 yr olds can sit alone.” This is unacceptable. They expect and think it’s ok for a child in kindergarten to sit next to a complete stranger. Then as we were boarding we were told our passports were not “verified.” Ummm, what? YOU scanned them! Such incompetence is astounding. If I practiced with such incompetence in my job, people would die. Once on board, every single family was separated from each other. It was pure chaos as people attempted to make seat switches. It was like a jigsaw puzzle with missing pieces. It seems all of this could have been avoided if families were seated together to begin with. When purchasing tickets, the birthdates of the passengers must be entered. Seems like they could figure this problem out easily with a simple algorithm. There is no “AAdvantage” to flying American Airlines.

✅ Trip Verified | Traveling when you are handicap with limited income is a nightmare. And if you are a black handicap woman that "looks" healthy, the situation gets quicksand sticky! Well, I have never had such a horrible flight experience as I had with American Airlines. I was coming back from Hawaii on April 2, 2022 - April 3, 2022, after releasing all of the stressors the world is throwing at me, I received all of them back with a snap of a finger. Still in recovery from a surgery, as well as other conditions that has deemed me permanently disabled, I requested a seat with more room to be able to move around and/or stand when necessary. I attempted to do so on my reservation by online, 800#, ticket agents, supervisors, and gate attendants. Everyone up to the gate attendants said "we have no control over seating until you get to the actual gate for that flight". Once I get to that gate, waiting in line for 45 minutes, the attendant seemed so overwhelmed and uninterested in my situation that I was cut off mid-sentence with "we don't upgrade anybody unless you pay for a seat". Now they are calling my name for pre-loading over the intercom, there are 30+ more people behind me, and the flight is boarding...I either pay the money or be uncomfortable. So I say "fine, upgrade me", thinking I will just have to be very frugal this month after spending $150 for leg room. Then she says "sorry, it looks like somebody already took that seat" while shrugging her shoulders. As if that isn't enough, when I arrive at my layover, there were no wheelchairs waiting for me or the other 6-7 people whom requested it and when 3 wheelchairs did come, the gate representatives made the decision on who gets a wheelchair versus who rides the handicap cart...I had to ride the cart. We went all the way through the airport, then was told I had to get off to go up the elevator to take another one. That driver literally gets in your face and stares at you until you give him money, then will take 2 steps back. I get on the next cart, same thing! 3 carts later, I am dropped off at the wrong gate. The gate attendant calls for another cart to pick me up, and after watching 3 drive past me, I had to hail one like a taxi in the street! After listening to them screaming/talking to each other on their intercoms, yelling at people to move out of the way, and staring you down for a tip ($30 spent at this one airport to get from one gate to another), I would have rather walked! I finally get to the correct gate and have to wait to talk to the gate agent for a leg room seat again, fingers crossed (third conversation). She shows up 10 minutes before it was time to board, I am standing there while she's doing whatever is required of her... printing papers making announcements (my name was on that announcement), opening doors, talking with other workers, before she helps me. I tell her that I am hoping to get a seat with a little leg room, "NO MA'AM, this is a full flight and I can't move people around," then walks away from me. I have never been so glad for a vacation to be over and it was because of this flight. On my way to the airport, I remember saying "I needed this relaxation" due to the past year I've been having health wise, to be completely disregarded. I forgot to mention that my seat was dirty and sticky, and my neighbor's was broken so we were stuck with a light on for an overnight flight! My advice to consumers, if you are disabled do not fly American!

✅ Trip Verified | Flight attendants are very rude and non accommodating with normal things that other airlines have no problem doing. Our flight was 2 hours delayed and then every little inconvenience that could happen continued to happen after that. We waited 25 minutes at one of the baggage claim areas just for them to later tell us it’ll be at a different. We had a 6 hour flight including the wasted time sitting in the plane prior to leaving and was only offered food and drinks once within the first hour. Just way to inconvenient stick to Delta or United. If I could do 0 stars I would.

Not Verified | This is the worst experience I've ever had with an airline. My flight was changed two times with no explanation. My partner and I were not allowed to post on the first flight we switched to due to mechanical issues with our initial flight. I was then told to sprint to Terminal C from Terminal A with 15 minutes to spare. My luggage was lost in Oklahoma, and I am currently sitting in a hotel with jet lag and no necessities to properly bath. Throughout this entire ordeal, I didn't receive not one apology. I will never do business with American Airlines again.

✅ Trip Verified | Absolutely the worst experience I have ever had flying with any airline! Departure from Mobile was scheduled for 2:25 pm. Delayed due to mechanical issues they said, finally boarded at 6:23pm and delayed again because while fueling, the fuel truck ran out of fuel. Finally up after 7:00. I had called AA early on to check on different connector and was told it would not be any problems if I missed the original. Finally made it to Charlotte only to be told I’d have to fly to LaGuardia and catch another flight on Friday to Washington, then another to Buffalo. If they would only tell the truth I would never have boarded in Mobile. Now I’m stuck in LaGuardia, no one will help! Worst customer service ever. Airport is closed, can’t find my bags, and was told it wasn’t their fault because it was all due to weather. BS!!! There wasn’t a cloud in the sky in Mobile, and Charlotte was clear also. Totally lied to everyone on the flight. Never will I fly with American again.