American Airlines

✅ Trip Verified | When I arrived at the airport there were huge lines for inspection, I checked in and ran for inspection, while I was standing in line for inspection my plane flew away, then I went to change my ticket and stood again for a very long time. At the end they gave me a ticket for the next day flight, I arrived at the airport long before my flight, of course, there were no queues at that time, when I approached the girl who asked me which flight I was on, they answered me very rudely and disrespectfully, they didn’t put me on this flight. I was waiting the next flight, when I again approached to find out if I would sit on this flight, they answered me again rudely and disrespectfully, I bought myself a business class ticket because I can’t fly economy, but this employee didn’t care where to put me, although I had business class. This time I spent 6-7 hours at the airport waiting for my flight and then I had to fly on a seat not like I bought a business class because my back hurts and I can’t sit for a very long time. Thanks for your terrible service, and now I have big back problems.

✅ Trip Verified | This has been the worst travel experience of my life. My flight was suppose to leave Miami to charlotte at 10:30pm. Flight ended up getting delayed 12.5hrs, and they didn’t even have a place for us to stay at night. We were stranded in the airport. However, they did give us a $12 voucher for food! Such an awful airline with awful customer service. Won’t be flying with them again. This ruined my week.

✅ Trip Verified | Worst airline anyone could fly. I’d fly a plane on my own before i fly with these people again. Customer service is garbage.

Not Verified | I have had the worst experience with American Airlines this weekend trying to get back home to DC from Nashville. My flight was set to leave Saturday evening and was canceled at last minute due to “bad weather” even though it was sunny and nice out. Not to mention, I could see online that TONS of other flights, including those that departed after mine was scheduled to take off, were landing at DCA just fine. The clerk herself admitted that it did not make sense. The experience, however, only got worse… Everyone on my flight waited for hours at customer service for a resolution only to be told that we couldn’t get on another flight until Tuesday. The airline refused to offer a hotel discount, airline credit, or refund to anyone. Even though we were now stuck in Nashville for three days. When I found out I could be put on standby at 6 am the next morning, I asked and they wouldn’t even allow me to have a lounge pass so I could wait at the airport. I was then told the flight the next morning was overbooked by 10 people and standby was essentially pointless for me. While waiting in line at customer service, there was a gentleman in front of me who was traveling with his wife and baby. Again, the airline refused to offer him a discount for a hotel, a refund or credit. The man (who was a black man —coincidence? I’ll let you decide.) never once raised his voice or got aggressive. He simply pleaded for the airline to do something to help him and his family. Instead the attendant got angry at him and yelled at him that he had two options “book a different airline or take the Tuesday flight. Do you want us to risk your life flying in bad weather?!” Very unprofessional. The man in front of me then frustratingly walked away and the airline called the police on him to have him arrested. Unbelievable. The flight attendant said he had been working since 4 am and was too tired for this. Thankfully, my mother was able to speak to the police and calm down the situation so that they understood the customer did nothing wrong. When it was my turn to speak with an agent, I was met with inconsiderate agents who kept saying they just wanted to walk away or tell everyone to go away because this was frustrating for them too. I agree, it was a stressful situation for everyone involved. However, it is unprofessional and extremely inconsiderate to say that to passengers who are now having to book an extra 3 night stay over the weekend in Nashville where the minimum is a couple hundred a night for a room. American Airlines is a billion dollar corporation. They could have compensated for customer troubles at least a little bit. I am absolutely appalled by the experience and customer service.

✅ Trip Verified | This is a horrible experience! The initial flight is at 5:25am, they didn’t allow me to check my bag 40 minutes period to that and change my flights. Then I had to wait 12 hours at the Philadelphia airport just to know at last minute that the flight got cancelled due to weather, they said. The next confirmed flight is around 7:30 pm on the next day and they won’t pay for hotel or any compensation. I also have to go through many different people and processes. Just so horrible!

Not Verified | American Airlines has managed to surpass my expectations as a non-frequent flyer with the manners of a small town farm boy. Not only did they manage to destroy my luggage for a second consecutive return flight home but they also managed to have the rudest, nastiest service to overworked and most likely underfunded staff. Your priorities are very well listed indeed .. but very much not with the people you serve. Tucson/Phoenix airport, you were lovely and the staff was very accommodating. Thank you and I do apologize to group you with the unsavory experiences from years past and multiple suitcases ripped open and thrown into trash-bags on the conveyer belt. But when you're in a monopoly with limited funds (as a traveler) there's not much one can do. So to captain Maria and Hope and the third flight attendant (I forget her name I do apologize) I send my appreciation and I very much wish there were more flight crews like yourselves to where maybe then American could pride themselves on their sayings instead of syphoning their next buck.

✅ Trip Verified | Was returning from vacation and they cancelled my flight. The people I spoke to on the phone and in person were rude and basically just took the attitude "sucks to be you." They booked me on another flight more than 2 days later. I missed an incredibly important doctor appointment. I missed work. My car spent 2 extra days in long term parking. I was compensated for nothing. No meals. No hotel stay. They said they don't compensate for flights cancelled for weather. It was sunny out. There is no way the flight was cancelled for weather conditions, they just said that so they did not have to compensate anyone. I attached pictures of the "terrible weather." Absolutely the worst customer service I have ever experienced

✅ Trip Verified | I am sitting at the Chicago Airport, when I should be visiting family in IN. I arrived here from WA state at about 11.20. When I got off the plane, I checked the reader board to find the gate, for my next flight to Indianapolis. It was gate H2. I got to the gate around 11.30, and told the AA representative that I still needed a seat assignment for flight 4143, boarding at 12.05. She printed out a boarding pass with a seat assignment and gate H2, posted on the pass. At 12.20, I looked up from my reading and overheard two men talking. One man had just received a message on his phone that the gate had changed to G8. I had signed up for flight information updates also, but got no message. The three of us ran to gate G8 where the plane still was, but the door to the ramp was closed. We explained to the AA rep, that we had no idea the gate had changed until just a few minutes ago. She literally said, "I made one overhead announcement around 11.20 and that is all I am required to do." They would not open the door for us to get on the plane. A manager, also told me that they had given sufficient notice and 42 of the 45 people on the flight had managed to make it on the plane. We were all booked standby for a 5.00 pm flight, with seats on an 8.00 pm flight, if needed. I suggested that, in the future, when they changed gates and they had the names of patients that they knew had arrived on prior flights, that had not arrived at the gate yet, they actually page those individuals by name. "That is a great idea, we will do that the next time" was his response. My daughter happened to be one of the 42. I found out from her, later, that her flight from Austin had arrived late, so she ran to gate G8 (by this time the reader board had been updated). When she got to the gate, they scanned her boarding pass, and asked her to wait with a small group of people waiting for them to reopen the closed door, to access the plane. Seems like 42 people didn't arrive without any problem.

✅ Trip Verified | I booked a trip for a long weekend with my son. They screwed up my reservation, lost my son’s reservation, hours on hold with customer service, had to buy another ticket to get my son to NC. Not even sure he has a reservation for our flight home. On hold with customer service for 4 hours yesterday only to be told I can only take care of it at the airport. Horrible experience!

✅ Trip Verified | What a disappointment. It’s almost unreal how bad this flight and customer service was. Not only was our first AA flight delayed 40 minutes for “maintenance paperwork” but then the connecting flight was either not told or didn’t care that the original flight was late, so more than a dozen people sprinted through DFW only to arrive at the gate 10 minutes before takeoff and be told (even though the plane was still there) that the gate closed five minutes ago and there “was nothing they could do.” Not only is that not true it is not helpful. Speaking of not helpful, rebooking a flight was completely driven by me - no one offered to help all of the stranded people at DFW who missed their connections (again due to AA being late, not us). I ended up flying back to Austin because there were no additional flights for more than 12 hours. On that flight, I was shocked to learn that we were waiting 30-40 more minutes so that “we can get everyone to Austin we can because this is the last flight.” What? Where was this idea of waiting - regardless of people on board - for all of the people on our first AA flight that missed their last flight of the day to their final destination? Absolutely surreal. I will never fly AA again and I will absolutely recommend to everyone I speak to to avoid this airline.