American Airlines

Not Verified | This airline is absolutely the worst, they changed flight times and layover destination 4 times, changed gates 4 times. Over booked and I will never book with them again. We had a 7 hour layover in Dallas.

Not Verified | I will boycott this airline until the day I die. I have never experienced such rude staff and incredibly unorganized airline. American Airlines caused me to miss two flights in one day and caused me to have the worst travel day ever. I will never go through this company again. I rather fly JetBlue.

✅ Trip Verified | They delayed my flight 3 times after I arrived to the airport and even the last provided departure time was false, which caused me to miss my overseas flight, so I had to by a new ticket, a pricey one, and I’ve got home almost a day later. And after all, it took them 3 weeks to solve my refund request, and they still haven’t sent me an email, I saw ‘Not refunded’ when I was checking. Not to mention I still haven’t got any reply to the additional emails I sent them.

Not Verified | Plane Maintenance issue made us turn around. Ok. Then we got in line to get new flights set up. Ok. Then we got word the plane or a plane would be ready at noon. Ok. Got back in line rebooked another set of flights. But still taking the noon flight to Charlotte. Ok. Then noon comes and goes and they announce no plane and will update us at 12:30. Not ok and unacceptable treatment of an entire plane full. Probably just flying out if Dayton. Either way used to look firmware to an American Airlines flight as you were treated Great!! Not the case in this instance.

✅ Trip Verified | I have never met ruder people in my entire life then the desk workers this company has greeting you. They don’t even pretend to care about your issue or help you reach your flight. A woman, who refused to give her name, walked away from me as I was asking a question. My main issue is that I was in 1st class, priority, and my bag didn't arrive at my location! Was it because I got a free checked bag with priority? Because I got something free, it means we just don’t have to do our jobs? Absolutely appalling customer service skills. Something needs to be done. Seminars, workshops, I don’t know, anything to help these depressed looking individuals you put at the front helm of your business. I will be spending my vacation researching better airlines to use from now on.

Not Verified | I was not able to change my seat to the seat I needed. I was told that economy class B was the premium seat. I did not even have the opportunity to change my seat as I knew it would be very uncomfortable. The food they serve is beyond awful. I can understand it's a plane, but come one, step it up! The service was awful on the plane that I did not feel comfortable the way I was responded to.

✅ Trip Verified | American issued a travel alert on the 26th of January for Washington Reagan for January 28 and 29th. We tried to rebook but were charged $1600 to do so. This directly violates American's Travel Alert Policy. We requested a refund of this amount when we returned to Washington. We complained to American afterwords by letter and got back three emails indicating that they could not reply in a timely manner. They never responded to our request.

✅ Trip Verified | Jacksonville to Lynchburg. Long story made short. I had trip credit from previous trip that they messed up that’s why I had credit. Went to use my credit for a trip and I got to the airport to find out that they had canceled my trip and said it was my banks fault. They said my bank disputed the charge of $13.80 which was the difference of the trip credit I had to pay. My bank can’t dispute a charge unless I request a dispute. I had to purchase another ticket for more cost. I was trying to go home to my cousins funeral so I had to purchase a ticket. American Airlines made my trip worst. They refuse to give me my credit on another ticket saying it’s my banks fault. My bank sent me the email of the transaction. American Airlines lied. Never again will I. I will crawl first.

✅ Trip Verified | American Airlines takes the award for worst Customer service! They delayed my flight twice, have us board the aircraft for +30 minutes when they do not have pilots, then we have to get off the plane, 45 minutes later you Cancel the flight. When you cancel the flight, you can't give customers a straight answer, you can't give a refund you make it so difficult, you staff at the airport are worthless, they cannot direct me where my checked bag is located, all I keep being told is to go to Customer service. AA does not care about the customers travel expense and the money lost all due to them canceling the flight.

✅ Trip Verified | I don’t even know where to begin with this huge travel fiasco I had to endure with a baby in tow. American canceled our flights due to weather on 2/25/22. Okay, fine. We tried rebooking on the app several times, the flights kept disappearing and we get error messages. Call times were over 5 hrs. Finally get a call back from an agent the next day. The earliest she could rebook us for was 3/1 (four days after our original departure). In the meantime we’ve tried rebooking other airlines, and same error message kept happening. Not to mention flights were four times the cost with 11hr or more flight times as opposed to the 5 hr flight time we originally booked. We keep calling every day between Friday and Tuesday to see if anything else had opened up - nothing. Now we’re stuck in Miami for four additional days - racking up costs on hotel, meals, car rental, gas, diapers, etc. We check in for our flights on the app Monday night and seats are confirmed. When we arrive at the airport two hrs early on Tuesday, the agent says we don’t have tickets. When she reviews our history, she notices the agent that rebooked us forgot to reissue our tickets. The agent puts us on standby. When we get to the counter at the gate and explain our situation to the agent there, she says we have to wait, so we do. We later realize that the agent starts giving away seats to customers flying solo as they become available instead of following protocol (wait until all paying customers are checked in and then go down the standby list in order - we were the top 3 on the list). We ask her why and she says because they are in a rush and need to board the plane. That they cannot afford to wait for 3 seats to open up, they must give them away asap. Although 3 seats eventually became available, because the agent failed to follow protocol, we didn’t make the flight. We return to the original check in agent and explain what happened. She was confused and confirmed that the staff person did not follow proper standby protocol. She rebooks us for the following day on Wednesday morning but cannot sit us together. I ask her about hotel and meal vouchers and she said she cannot do anything and for us to file a complaint. Yet another night at a hotel, missing work, school, and meal expenses. We arrive at the airport two hours early on the day of our flight so that we can speak to the agent at the counter about sitting us next to our two year old son. The agent says they cannot do anything for us and to “figure it out” when we board the plane with other passengers. We were so distraught by their refusal to help us that two passengers then volunteered to move so that we can be seated with our 2 year old. It was only at that point that Victor (the agent at the counter who refused to help us) then proceeded to change our seats. AA doesn’t care about families. AA doesn’t care about customers. All they care about is their bottom line $$$. I am disgusted by the lack of professionalism and empathy, gross negligence, refusal to follow proper protocols, refusal to provide customers with hotel and meal vouchers when they were the ones who messed up. The financial and emotional damages they caused us were too much to bear. I will never fly American Airlines again and I hope you don’t either.