American Airlines

Not Verified | I had the absolute worst flight experience of my life. My first flight took 2 hours to leave the ground, once I got off the flight I was notified that my connecting flight to get to Albany was delayed 12 hours because the crew never showed up. The service was horrendous and I did not even receive an apology from workers. I got a hotel voucher which was a run down disgusting hotel and was given a food voucher for "dinner", which was 12 dollars, I ended up rebooking my flight with a different airline because the same flight that was delayed 12 hours, was not even guaranteed to leave during the announced delay time. If I had waited I would have been stuck in Charlotte on Thanksgiving day when I had very limited time to see my family. The flight back was even worse. My first flight also almost took two hours to leave the ground so by the time I got off my first flight my next flight was boarding. I had to run from terminal F to terminal B, and made it there 17 minutes before the flight left and I was rudely shooed away and told that the doors were closed even though the flight was still there. There were many people on my connecting flight that were also shooed away. I was sobbing my eyes out from the stress, I needed to get back to my car which would have been towed if I did not make it back on time. I received no apologies, no accommodations. When I went to talk to someone about this issue they were extremely rude and quickly rebooked me a new flight and told me "you better run if you want to make it on time" after I ran 20 minutes to try to make my first connecting flight. I received no apologues, workers were disturbingly rude. Service was horrendous. I received no refund or vouchers after this hellish experience, where I have had other airlines send refunds and vouchers without me asking. I will be telling everyone about this horrible experience and I will never fly American airlines again. Truly the worst experience.

Not Verified | In order to use my paper transportation vouchers I had to book our tickets by phone. It is not possible to use them online. After a lengthy phone call all seemed right and I was told the amount that was to be charged to my credit card. After a few weeks the tickets were finally issued but to my surprise my credit card was charged with a higher amount than agreed. After some research I found out that American Airlines wrongly issued an adult ticket to my 9 year old son. That should have been a child ticket. I contacted American Airlines, explained the situation and expected it to be easily resolved. American Airlines acknowledged a mistake was made, issued the correct ticket but simply refuse to refund the money they wrongly charged to my credit card. Instead a voucher, which is utterly useless to me, was issued. They won't even respond to questions regarding the status of my refund request anymore. It blows my mind how they can overcharge my credit card and simply keep my money. This is by far my worst customer experience with any airline. Only good thing is all flights are operated by BA so I won't have to actually fly American Airlines. I'll avoid American Airlines if possible in the future.

✅ Trip Verified | They charged me an additional $180 for my ticket. I was told by an agent that there was no additional fee to change flight. When I tried to check-in, I couldn't. Message said call airlines. When I called after being on hold for over two hours I was told that I needed to pay an additional $180 if I wanted to fly. They outright lied to me. Do not fly with American Airlines.

✅ Trip Verified | We got to the airport in Miami at 8am got breakfast and waited. The airline called up the groups to start boarding on time. We got to our seat and wait 2 hours in our seat in the plane. After waiting for 2 hours the airline staff told us we needed to get off the plane because the airline staff was missing paperwork. Then our flight got delay for 4 hours plus the 2 hours we sat on the plane. This is ridiculous. I'm an American Eagle member and I was very shocked that this happened.

✅ Trip Verified | Just no. Gate agent wouldn’t let me check my bags because “you need to check them in one hour prior to boarding” then they put me on the defect flight to South Bend (was originally catching a connection at Fort Worth), agent wouldn’t look into other airlines for a flight, and instead put me on a flight boarding at 10, and they diverted in a fog Delta managed to land a flight in, made us spend in hour in Chicago, and still didn’t get us to where we needed to go. Flight attendant had an attitude problem.

Not Verified | My wife and I purchased a flight in April of '21 for an upcoming return trip from Panama in January of '22. We had to cancel it because it turns out I am going to be undergoing chemotherapy during that time. According to AA's rules we could get a voucher good for travel up to 1 year from the original booking date, meaning we had to use it by April of '22. The problem is that I would still be immune-compromised in April and travel would be very risky. So I contacted AA's customer service and asked that they extend the voucher for even just a couple of months until it was safe for me to fly. Chad and his team went beyond what I asked and gave us until the end of 2022 to fly. The airlines get a ton of bad press these days, but in this case American Airlines showed that they had my best interest in mind. Thank you, AA!

✅ Trip Verified | Booked a flight to Milwaukee to surprise my grandmother for her 91st birthday. Flight was supposed to take off at 8:54pm. We boarded a plane, and sat there for roughly 2 hours before being informed that the plane had mechanical issues severe enough that it was now out of service and we would need to deplane. American Airlines then had us board an alternative plane which reached all the way up to the run way before that plane had to be brought back to the gate to look into further mechanical issues for this alternative plane and they didn’t know how long it would take to resolve these secondary issues. After boarding 2 planes that had mechanical issues severe enough to return to the gate, I made the decision to deboard due to safety concerns and a continuation of an already 3 hour delay. Upon deboarding the plane I attempted to discuss my options regarding rescheduling my flight or obtaining a refund as well as information related to regaining possession of my checked luggage from a representative at the DFW airport. The representative proceeded to tell me that American Airlines did not have a number for customer support, or an email address to contact and that my only option was to reschedule or cancel my flight. As far as my luggage, and despite the flight attendant telling me they would pull my checked luggage from the plane, the agent informed me I would just have to hope it was unclaimed when it arrived at the baggage claim in Milwaukee. I was able to locate the customer service number for American Airlines and despite having my flight delayed by more than 3 hours, the planes they intended on flying having significant enough mechanical issues that the pilot made the decision to head back to the gate, and the money I spent on a hotel that I was unable to utilize due to the conscious safety concerns I arrived at based on the pilots actions… I was provided the option of a refund or the same flight in the same seat the next day and basically told that it would be up to me to locate my luggage. The worst customer service experience I have ever had and the lack of professionalism and business efficacy from each service representative that I spoke with was extremely prevalent over the course of this ordeal.

Not Verified | American Airlines email check in web page only allowed by to print 2 of 3 boarding passes. I had 2 connecting flights on 11/23/21, so I needed 3 boarding passes. American Airlines check in web page did not have an option to print the boarding passes from home and get the email link for boarding passes. I called American Airlines customer service. The American Airlines agent was not able to email be a link with the boarding passes. American Airlines agent agreed to transfer me to another department that could potentially help. Instead I got some worthless customer service survey, then their system hanged up on me. Luckily one of their agent's at the gate was able to print my final boarding pass. On my way home to NY State I checked in on their web pate and selected the option to receive my boarding passes via email. I had two flights. The first flight from Phoenix to Chicago. The boarding pass from Phoenix to Chicago would not scan. Luckily I had one of your agent's at the Phoenix airport ticket desk print my boarding passes. For my second flight from Chicago to Albany the boarding pass would not load on my phone. One error after another. Again, luckily I had a printed boarding pass. The flight from Chicago to Albany was a small plane one seat on one side of the plane and two seats on the other side of the plane. The seats were very uncomfortable. The seat felt like was sitting a steal rail. Nothing, but problems. A real hassle and stressful situation during my vacation. American Airlines boarding pass system is flawed and needs a lot of work. I would not recommend this airline.

✅ Trip Verified | We were shocked when we and several others were asked to check our carry-on, because they were "too big!" The same agents allowed large duffle bags which were clearly larger than our bags. The flight wasn't full and there were Empty Over-head Bins upon takeoff. When I got up to go to the bathroom there were at least 10 empty seats on the plane and I mentioned the incident to a flight attendant and they say This Happens All The Time. In all the years of our flying we have never experienced such rude, indiscriminate gate agents. 

Not Verified | Worst airline customer service center experience. Got moved around to different CSR's for same booking with multiple 30 mins to hour wait time each. Then transferred to supervisor, she gave wrong information about the flights. While being transferred from one agent to other service agents have no clue of previous conversation and no history tracking. This is basic in today's world of service CRM implementation. This can be only done by cheap IT vendor or poor solution designer.'