American Airlines

✅ Trip Verified | Literally the worst. Do not book with American. Both flights were delayed making us miss our connection then the connection was delayed, dirty planes, unfriendly staff, awful airline communication. Don’t do it. You’ll be lucky to even make it to your destination if you travel via American Airlines. And one would assume during Covid there is more cleaning but nope! Nasty.

✅ Trip Verified | On Friday, Feb. 18th I and six other Ladies were traveling together on American Airlines flights from Nashville to final destination Shreveport LA, to arrive at 3.04pm with a layover in Charlotte, NC, on flight #5685. We received a notification at 7.50am that flight #5685 had been delayed until 1.59pm, we arrived at BNA at 8.00am to board flight #844 from BNA to CLT leaving at 10.08am with a board time of 9.33am. At 8.29am we received another notification that the flight was delayed again until 4.10pm. 35 minutes before takeoff at 8.56am we received a notification that flight #5685 was canceled. We instantly started looking for alternative flights. At 9.17am we received a Rebooked notification from AA for a flight leaving on Sat Feb 19th at leaving at 5:27pm the next day. We all needed to be in Shreveport for a 10.00am Ceremony that was scheduled for us as the main attendees. Others involved had already started their travel from other states. We could not miss the event. We decided to change the flight #2244 traveling from BNA to DFW at 5.37pm and drive 2 hours and 53 minutes by rental car. The flight #2244 was also delayed twice. Once to 6.05pm then to 6.29pm. We rented a car for $349 at the DFW to drive the remaining way. Paid for in full up front during booking. Once we got to the DFW airport rental car location. That there were no more cars available at any of the rental car locations. Our rental was through Thrifty. The Manager said that the 3rd party sites were overbooking and that they were only honoring reservations older than a week. So at that point we were all stranded at DFW. We called shuttle/car/bus services, with no luck. We finally found a cab that would drive us to Shreveport from DFW for $450 cash that we borrowed from a family member. At that time it was after 12am, we arrived in Shreveport after 3am. This was a horrible travel experience. We are all very disappointed customers. Looking forward to hearing how AA can rectify the situation. Their response was a month late and they said sorry bla bla bla. Here is 12000 travel miles, when I have none at all, but the others lady's that traveled with me got refunds, travel miles and $200.00 travel voucher to be used in a year.

✅ Trip Verified | I understand that there are circumstances especially due to covid that would create flight changes. But having your flight changed 5 times and then given a 9 hour layover is unacceptable. I changed the flight to a different one that not only was an inconvenience, but it took away time from the resort I'm staying at. In addition, I am flying first class and one leg of the flight, I'm not even sitting with my husband due to the fact the new flights seats are already booked up. When bringing this matter to their attention, this was the response I got: March 22, 2022 Hello Mrs. Nash: Thanks for reaching out to us. I'm so sorry to hear how your plans have been affected by this schedule change. As a traveler myself, I know schedule changes can be unexpected and often unwelcome, especially for those of us who carefully plan itineraries. I understand that you would like other flight options, and have questions about your seat assignments. Our Reservations representatives will be happy to assist you. For your convenience, they're available 24 hours a day, 7 days a week by calling 800-433-7300. Please have your record locator DIHPAO handy. Our Reservations team may be experiencing a higher than normal call volume, and we encourage you to see if you are eligible to make changes online at aa.com. You may also want to try calling closer to the date of travel. I understand that you're requesting compensation due to the unexpected change in your itinerary. We know that schedule changes are not always convenient for our customers, but they are a necessary part of the normal operation of the airline industry. While I understand your perspective, I must respectfully decline your request. Mrs. Nash, from all of us at American Airlines, we thank you for flying with us and appreciate your loyalty as an AAdvantage® member since 2019. We look forward to caring for you on your next journey.

Not Verified | I have a 300+ dollar flight credit from American and part of me does not want to use it because of the awful experience I had today. Not only did American put us on a flight with no air conditioning for over an hour, which felt like a sauna. The plane was missing a part and instead of letting us stay in the airport, we all almost overheated on an airplane. Due to their delay, we barely made it through customs when arriving to the US, ran across the airport, and almost missed our second flight. Oh by the way, they lost my bag. Somehow I got on my plane and my bag didn’t. I have traveled for most of my life to all different states and countries, and including on many budget airlines, and I have never been so annoyed at an airline. And this was the second time I almost missed flight because my initial flight to Mexico was delayed by two hours and I found myself running across the same airport to catch the connecting because American did not give us enough time to actually transfer. Day 2: American outsources their luggage to other contractors. They gave me one file number at the airport. The company gave me another. The outsourced website says that my bag would have been delivered by 7 pm and it is 9 pm now. There is no number or any sort of contact information. I called American, was on hold for 30 mins for an answer of it’s the company’s job to update the website and they do not have any contact information on file. So I have to put in the work when they lost my bag in the first place. I called the outsourced company and it went to voicemail, even though they said they were open until 10. American had no real sympathy. I’m happy I made it to New York, but I am never using American again.

✅ 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.