American Airlines

✅ Trip Verified | One of the worst first class experiences ever. In-flight entertainment nonexistent. How difficult is it to properly provide wifi or streaming. Delta was way better on the trip down. I will never use American airlines again. Clown shoes. Super disappointing.

✅ Trip Verified | I am an experienced traveler flying at least once a month for the past 12 years. Today I experienced the worst flying experience ever. 6:00 am flight from Sacramento, delayed two hours, then another two hours, and another, and another. Total wait time 9 hours and then they canceled the flight until the next day. No apologies, no flight vouchers. Just your flight is rescheduled until 8 am tomorrow. Apparently, there was a leak in one of the bathrooms? They ordered the part and when the part arrived, the mechanics were working on another plane. Oh, and guess what, it was the wrong part! Total incompetence! Poor communication and no one took charge. There was no one to speak with expect agents who can’t do anything. Who the hell is in charge here? American Airlines needs to take look at Southwest to see how an airline should be run!

✅ Trip Verified | American has been reducing steadily service and quality since Covid - and it is being noticed. My flight from Charlotte to Evansville was 1hr 20min, but no drink / snack cart was brought out. The attendant announced that drinks "available upon request" (and this has happened before), but only 2 asked for a soda. This flight had 1 open seat - due to the fact that American dropped the flights from Chicago to EVV forcing people to use Charlotte. The Admiral Club in Pittsburgh was closed 6 months in 2021 (for renovation) and is now open but closed on Sundays. And now the main club at Charlotte is down 6 months. The Platinum Pro / Sapphire phone-in number has a typical wait time of 3 to 4 hours, and then you get an agent with an Indian dialect that does not know how to navigate the Sabre system - so American has outsourced this service to India and I assume laid off the well trained U.S. agents we used to enjoy. Finally, American has changed their program to Loyalty points instead of flight miles and segments. In short, American has systematically cheapened everything about their service - for preferred and non-preferred passengers alike.

✅ Trip Verified | This is related to our flight March 14th - it was just cancelled, all other flights for Lauderdale still went and booking was made for the next evening 8.45pm. We missed our cruise. We had booked through the cruise so we would get better service and coordination. Our baggage went the same day to Fort Lauderdale and we couldn't. I was hoping they would coordinate and make sure we could get on the next flight and not miss our cruise. Many of their staff were rude, inconsiderate and no common courtesy of being nice.

Not Verified | Flying a half full planes certainly enhances the experience. We flew from Amsterdam to Dallas and onward to Acapulco. Premium Economy on AA's 787 is comfortable with nicely presented adequate food. IFE is great, crew nice. Flight on time with slightly early arrival at DFW. Immigrations and Customs absolutely horrendous, with 2+ hour wait. After eventually reaching front of the line there, we were simply waved through without even a look at our passport (after mentioning our connection to Mexico), This also happens on the way back. This was new and seemed our long wait even more a waste of time. Flight to Acapulco on Embraer in First (paid upgrade) that now comes with access to Admirals Club. Lounge (at DFW D terminal) wonderful. Seating in First (in single seats on the left) is comfy, catering just drinks and some snacks. Lovely crew and on time arrival. Our return was equally smooth (Acapulco Airport is really great) until reaching immigrations at DFW where situation was even worse as on the way out. So we missed our connection. Rebooking at arrivals very busy so left arrivals and went upstairs to check in. No issue in being rebooked to next day. No offer for assistance in accommodation but also didn't ask. Check-in agents first come across as a bit harsh, but warm up when you just go along. Next day, purchased access to Admirals Lounge, again such a nice experience. Return flight to Amsterdam on-time, about 60% full, lovely and funny crew. Smooth flight. The upgrade to premium is such value: space and catering are really upgraded. All in all a very good experience.

Not Verified | Milwaukee to Cancun via Philadelphia. I will not only never fly this airline again, but I will also make sure none of my friends, family, and anyone that will listen never flies with them. Original flight from Milwaukee WI, with a layover in Philadelphia and final destination in Cancun. This is what has actually happened: Flight from Milw-Philly= delayed 30 min, delayed 30 min, delayed 30 min than after two flights, we could have switched to, left their gate my AA app told me the flight was canceled. After trying to get on any other flight to get us to Cancun we were told our only option was to leave two days later or drive 4 hours to Cedar Rapids then on to Dallas with a final destination of Cancun. We drove 4 hours to CR. Cedar Rapids to Dallas flight was delayed after we sat on the plane for 20 min due to a malfunction with the fuel door. We were going to miss our connecting flight to Cancun. We called AA three times and after finally getting someone that wasn't telling us there was nothing they could do we got someone to put us on another flight. The only thing is it didn't leave until the next day. If it wasn't for my travel agent we wouldn't have even known to ask for them to cover our hotel in Dallas for the night. No one even offered. We weren't offered food vouchers either. We went to get our bags to head to the hotel and nothing came on to the baggage claim belt. When we asked about our bags we were told that our bags will be on our flight the next day to Cancun and we could not get them. Not only that but my AA app was telling me that one of our bags was completely missing and not scanned. I called AA back to add two days to our trip and come back two days later. I was told they would only cover the flight if we came back one day later not two. If we extended our trip two days we would owe them $1065 per person. Not only that but in order to add an extra day we had to pay another $650 for our hotel room that would not be covered by our travel insurance. Fast forward from a night with no bags to the next day, the next flight. Dallas to Cancun. So far we have sat in this airport since our approval at 12 pm today waiting to board our 4:39 flight. In that time we have seen three flights delayed and one flight moved from Terminal A to Terminal D. At this point, it is 3:33 and our plane hasn't even arrived. The flight is now delayed to 5:05 and continues to be pushed back every 10 min. Never again American Airlines.

✅ Trip Verified | Four of us had a direct flight to Greenville to Washington. Flight left at 1031 getting into DC at 1149. Attendant notified us that they overbooked and only 2 of us could go. We were told they were waiting on 2 more people to check in before we could have their seat. We waited for them to make an announcement for volunteers but only heard them call 2 people names. 1 didn't volunteer and the other didn't show. We were told 1 volunteered which was the no show so that was a lie. We had asked for manager, who eventually came to the gate when the flight was closed. He never identified himself as a manager and us asking for him several times. We were finally told who he was. After over a hour of going back and forth, they made ground transportation arrangements for us to go to Charlotte, NC and leave at 605pm and arrive in DC at 725.

✅ Trip Verified | I paid $977 for a round trip flight from Houston, Tx to Peoria, they don't even offer a free checked back and have the nerve to have the wrong measurements for carry ones knowing your going to be flying the smallest plane when going to a smaller city. The AA measurements for a carry-on bag is not correct and they know it which makes customers be forced to pay for a checked bag! I had one personal item in a carry-on that i know for a fact was measured correctly because i got the brand and also the measurements for the bag to make sure it was in fact able to be carried as a carry on. Iarrive early to the airport to make sure it was indeed the correct size and got my boarding pass an went on through security i get to board my plane an your flight attendant tells me its too big when one of your workers before even going through security measured it told me it was the correct size. Then the attendant stated were on a smaller plane. I had to pay $60 more dollars to check my bag that was the correct size because you want to fly small planes and your measurement stand that you have you know is not correct for the sizes that you state on your website. On my flight home after paying over $1000 to fly I couldn't even use the restroom because it was out of order so for 35mins.

Not Verified | I would like to complain about the Customer Relations department which is the only department that customers can only write in to address issues and concerns via email. They never replied until I went through a reservation department yesterday. The supervisor of the reservation department was very nice and took an effort to bring forward my questions and concerns to the department. This morning at 8 am I received a voice call from the Customer Relations Department from a lady who claimed she is the executive administrator of the department. She elected not to align with my views and queries. I respected her decision. However, I told her what a lousy service her department has been provided and not the American Airlines that I used to like and know. She immediately changed her voice and tone toward hostility of my view. I told her I wrote four emails for more than 2 weeks and never get any replies from the department. I expressed that we as the Customers have no way to call and address issues and concerns to the executive branch of her department. She argued all emails were read by the executive branch. If this is the case, the four emails that I wrote should have been gotten a reply. She said that was the reason she called this morning. I told her she called not until I escalated my questions to the reservation department threatened to bring them forward to the CEO or go public to put in a review. I hope this email is read by the CEO and take the immediate investigation into the services provided by this Customer Relation department, especially to this lady who called me this morning. It was a horrible conversation. When this so-called executive administrator called this morning was not friendly and rude and could not take criticism. Her voice and tone turned hostile immediately once I expressed my view of bad services provided by the department. I have been a loyal customer and am able to achieve the highest elite status each year.

Not Verified | AA gives these good priced promotional tickets for Japan Olympics. But then the Covid pandemic hit, and I could not get my refund back from the airlines. Instead I was told by the agency that they could only issue credit for use in the future. But another year went by and the government banned all foreigners completely. So then the different Covid and Omicron variants came out. We are senior citizens and have secondary health risk factors. So the agency and AA each point at each other to handle this matter. I was told AA would accept the use of the ticket and the balance can be used in the future. But AA says they won't do it. AA only cares about its preconceived bottom line which is to make a quick buck at the suffering of the consumer. So from now on boycott American Airlines.