American Airlines

Not Verified | American got me halfway to my destination. The connecting flight was cancelled because they could not find a captain to fly the plane. The next plane out was 5 days later. Since I was going to miss a conference the next day, there was no reason to go on to Wichita. I asked the airline to put me up for the night in Dallas and return me home the next day. Since they cancelled the flight, the airline admits that it was a trip in vain. They keep promising me a refund. They cancelled the first refund request. They submitted another refund request, but nothing has happened for over 10 days. I sent an email to the customer complaint department but have never gotten an answer. I am under the impression that they are stalling. I would ride on the back of a jackass before I would fly American Airlines again.

Not Verified | Flew on Flight 1636 from Charlotte to Denver on April 13, 2022. Flew in business class cabin with my wife Judy. We just wanted to compliment the stellar service given to us by Gary who was our attendant during the flight. His service, demeanor, sense of humor and overall greatness harkens back to the glorious days of flying prior to 9/11. He truly made this trip first class for us. Please extend our thanks and give him our highest commendations.

Not Verified | Ridiculous team work, terrible maintenance crew, and disorganized. We had a wonderful vacation with a connecting flight in Dallas TX. First of all security was incredibly rude literally yelling about everything. Our flight was delayed an hour and a half or so due to weather. We were basically last to board the plane. They did not do maintenance checks before boarding the plane, there was an error with an oxygen cap or something. Took maintenance forever to get over there, pilot tried to update passengers said probably a half hour. That passed, estimated another half hour so they could pick up a part, then another to complete paperwork. Then we did take off checks. Started taxi and light came on that the door was not sealed where they did the cap replacement took so long, then they were waiting for more help to back up the plane! By the time we took off we had boarded the plane for 3 hours. I traveled with small children who watched two movies during this time. I get there wasn’t much the crew could do but why weren’t these checks done before loading the plane, not to mention all that time during the weather delay. I felt like I was questioning how prepared the plane was to leave, with how maintenance had to come back and forth three times and couldn’t do the job completely the first time. My children and I are utterly exhausted our flight should have been 2.5 hours and we were on the plane 5plus. It was incredibly hot before take off, my feet were aching and swollen. I felt like my families time was not important to anyone. Again our flight crew was adequate. Obvious that whoever they were radioing to help was not helpful. What a waist of my life. I hope to never fly with you again.

✅ Trip Verified | The worst ever experience! Charged me double for a bag, which I found out accidentally checking my online bank. I sent them an email, nobody ever contacted me. Trying to call them now, waiting forever. In Cartagena everything was not organized, staff don't speak English. After the plane landed we spent another hour just waiting for a parking space.

✅ 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.