American Airlines

✅ Trip Verified | American Airlines lost my bag and it is impossible to speak to a live agent to resolve the issue. I have been placed on hold several times for 2+ hours, only to have the agent transfer my call to be placed on hold for another 2+hours. They give the option to call back, but do not call back. I have been unable to contact them for four days. Avoid this airline. They are short staffed and it shows. Customer service is the worst.

✅ Trip Verified | AA delayed our flight to Miami, sent message and all, 20 mins later they decided they wasn't going to delay and stayed boarding at regular time. Not sure how many missed their flight but I made it with 3 mins remaining. After boarding us, flight was delayed, now we are sitting on the runway for a hour waiting to depart.

Not Verified | I will never fly with AA anymore. Customer service was very poor. Disrespectful and rude ground staff. We were delayed for 5 hours from NY to Boston. No clear instructions on what to do next. We we’re just told to wait until further notice. Not even food or water were provided. Some passengers have been waiting overnight in the airport because their flights was either canceled or rebooked. Caused so much stress for us.

Not Verified | My family and I traveled on American Airlines back home from Pittsburgh where we were visiting family for two weeks. This was our first time with our 3+ month old newborn and as I understood it, we were allowed priority boarding because we had a baby so young in age. Little did we know that the agents didn't seem to care with regard to this. Regardless of this they still made us wait to board once we connected in Phoenix. Leaving Pittsburgh wasn't so bad but we still had to fight our way through the massive line to get to the front. This was on New Years Day which I understand is going to be a little hectic but the airline did no way of organizing passengers, everyone marched forward like cattle on a farm waiting to come off the fields at night. I will add that years ago I remember infants and small children being announced over the PA system clearly when it was time to board. Flying sure has changed. For the worst. One woman ahead of us tried to board with her infants and was turned around saying "sorry not your group yet", no sincerity whatsoever from the attendant. Seems all they want to do is pack us on like sardines in a can. You can't even understand what they say on the intercoms anymore. Just a bunch of distortion and crackling with a small discerption of someone's voice barely coming through. The woman ahead of us with the children said she had better experience with Delta and would be going back to them for future flights. Might think of doing that next time ourselves as American Airlines seems to have fallen off the deep end.

Not Verified | Arriving 2.5 hours early, I’ve never seen this level of absolute chaos. The counter line was shockingly massive and moving at a snail’s pace. When it was finally my turn, 3 hours later (9:15 am), I was informed no seats were available to make it to Belize that day. Lucky I had the foresight to check backup flights while stalled in the long waiting line. I was told it would not be possible to reach Belize that day! I explained how there were absolutely seats available and requested to speak with the manager. After a long wait, the same agent returned. There were two optional flights out of Austin with seats available, but she refused to acknowledge these open seats, in both of the flights to Dallas and also availability on a later flight from Dallas to Belize. After 20 more minutes and constantly on the phone, she explained since I hadn’t booked a hotel, I would be required to quarantine for 24 hours, if flights were even available. I explained this was not the case according to the Belizean government’s webpage, as well as the Aggressor fleet company. After another 15-20 minutes on the phone and running around talking with supervisors, she found this was not true and now wasted another 30 minutes of time. This uniformed agent had now foolishly misused the precious time needed to make the first of the two available flights. After another 20 minutes, now almost an hour at the ticket counter, I was issued boarding pass. Even then, the agent warned it was likely I would miss the connecting flight in Dallas. Once in Dallas, was forced to literally run 25 gates (39 to 14), with a 30 lbs backpack in only 10 minutes, not an easy task when you’re 67. They were preparing to close the gate as I arrived and barely reached my seat before take off. Check your records and please explain why dozens, if not hundreds of fliers, arriving over 2 hours early, missed their flight that morning, The original letter was 5 times longer, but had to omit so much to submit.

✅ Trip Verified | Don't waste your time or money on American Airlines. Flew into Buffalo for a 425pm NFL game. flight was changed at the last minute with no prior notice causing us to arrive in Buffalo at 345pm rather than 11am. We arrived late for our event. Did absolutely nothing to accommodate the massive inconvenience. DO NOT book through priceline either, terrible customer service. Neither company cares about their customers only their profits.

✅ Trip Verified | Flying from small town to small town meant three layovers, but somehow flying from the northwest (Oregon) to New England (Maine) meant staying 15 hours in Phoenix? They asked if I would check my bags without telling me that my long layover meant I’d have to go to baggage claim and check it again several hours later and then go back thru security. Nobody I talked to seemed interested in helping me. So frustrated. There was more on my round trip back that also just showed poor organization and lack of interest in their passengers’ experience. Also WiFi didn’t work on any of the flights I tried.

✅ Trip Verified | It’s was very well announced in Nashville TN that on the 6th of Jan 2022 will be snow storm, so my flight route was 6th Jan from Nashville- Chicago - Amman -Iraq round trip. I had to pay $95 to Uber due to the snow and went to airport 3 hours ahead of time, checked in my bags, then when time came we boarded the airplane and sat there for almost 3 hours. At that time my second flight from Chicago to Amman was already gone, after waiting long line where there is only one agent who was sweet and polite but way over whelmed by issues has to deal with. I ended up changing flight to 8th of Jan instead of 6th. Well my problem now is I have only 7th of Jan to do Covid. Pcr test when the whole city is locked down due to the weather. I spent the whole day driving all around Nashville looking for a place regardless the pay to do Covid test and I couldn’t find any. Contacted AA customer service and scheduled after 4 hours. The lady has nothing to say about the snow but I must provide another pcr test or I could lose my ticket altogether. I went to my doctor today 1/7/22 and asked for rapid antigen test and report, wen back to airport but they do not accept the paper. So they delayed my flight when I was in time, change it to another day and I have to do another pcr test and my responsibility otherwise I lose my ticket. My bags were sent to Chicago and not sure when or where to get them back.

✅ Trip Verified | I was originally booked to fly from El Paso, TX to Chicago on the Sat 1st Jan, this was cancelled. The "alternative" I was offered flew me to Chicago on Sun 2nd Jan but there were no ongoing flights available to my final destination of La Crosse WI until Tuesday 4th Jan therefore I would be stranded in Chicago for two days with two grandchildren in tow. American Airlines were no help at all in the regard, the "alternative" was unusable so was in reality no alternative at all. I took a different flight to Phoenix AZ and then connected to Madison WI because even though it was long and clearly going the wrong way it at least got me to Wisconsin on Sunday. I was then picked up from Madison and we drove home, if I wanted a long drive I would have flown from Chicago to start with, I fly from La Crosse because it's my regional airport and I don't want a long drive to get there. My luggage never arrived in Madison, clearly AA lost it somewhere along the way, it probably went in the first flight plane and was never moved over as AA staff promised me it would be. I've been able to find it arrived in Madison a full 24 hours after I did so clearly it was impossible for me to retrieve my luggage when I arrived. I have not been able to contact anyone from AA at all in regard to this, it is impossible to find out how you plan to re-unite me with my luggage that you lost. Worst customer service ever, in an industry not known for high levels of customer service, that takes some doing. My husband did warn me, he's not an AA fan, I should have listened to him. I want my luggage back please.

✅ Trip Verified | Had to cancel this flight due to new Covid restrictions but the airline doesn’t care to accommodate and cooperate with the created situation, unbelievable scammers. Ripped off my $240! Will never fly American again and don’t recommend it to anyone!