American Airlines

✅ Trip Verified | Do not book with American right now, their customer service during COVID is just awful. The experience will take years off your life. They do not have to staff to remain operating during COVID. They canceled my flight due to crew, and I waited for over an hour to rebook my flight before giving up and flying United the rest of the way home. Every employee I talked to was rude and overwhelmed and clearly they are short staffed and should not be selling tickets to these flights.

Not Verified | Initial flight was delayed three times in a span of 5 hours. Got told me and my wife would receive hotel vouchers when we arrived in Phoenix. Got here for the customer service reps to tell us they could not do that and all they could offer was food vouchers. Called up to complain about the Reno staff lying to us, just to find out that it was in fact the Phoenix staff who lied. Now we have been here for over 4 hours with no way to get a hotel and no one to give actual customer service. If you enjoy being screwed over and lied to my suggestion would be take American Airlines as often as you could. However, if you are a sane person like myself, pick any other airline. You will be much better off.

✅ Trip Verified | I have never missed a flight in my life. Have had a nightmare day with American Airlines. I was on a flight through American Airlines going from RDU to FLL that had a short layover in Charlotte. Our initial flight ways delayed about 30 minutes due to "power outages in the Raleigh area." Mind you it was a sunny 72 degree day. Then we were delayed at the gate in Charlotte because of a "sluggish jet bridge." Our connecting flight was scheduled to depart at 4:50 pm and we were not able to deplane until 4:38 pm. Our connecting flight was in a completely different concourse. We ran the entire way. When we arrived at the gate, the gate was closed but the plane had not left yet. We were informed matter-of-factly by the customer service rep at the gate "You missed your flight." Apparently, this was our fault. Not American Airlines fault. He informed us that as policy they can only hold the flight for 2 extra minutes. We were rebooked on a flight that would not be leaving until 8:45 pm since all the other flights were full. So instead of arriving in Fort Lauderdale at 6:50 pm we will not be arriving until almost 11 pm. Our day with American Airlines started at 1:15 pm when we arrived for our flight at RDU. So basically I could have driven from RDU to FLL and made it in almost the same amount of time (it's an 11 hour drive). To add insult to injury, none of the staff even acted genuinely sorry. Needless to say, I will never be flying on American Airlines again.

Not Verified | Poor customer service from the moment you checked in. From supervisors to flight attendants. Everyone feels entitled to treat you like they want. They forget, their reason of the job is customer service! Plus blaming everything on covid.

✅ Trip Verified | Everyone was standing and waiting to board plane when this American Airlines female Personnel started being rude to passengers by closing the lane right in front of their faces. I really don’t know if she was having a bad morning or what. Now, the second American Airlines Personnel singled me out from people that were boarding. I’ve seen people that boarded who's carry-ons were much bigger and the Personnel only stopped me. She called a carry on weight check on me for no reason. AA can even check the cameras and you will see that. This rude Personnel got as rude as to say: “Thank you” twice for me to acknowledge her rude behavior. I did not even look at her. This lady only got mad because the passengers were talking about how the first AA Personnel closed the lane in their faces and was saying something under her breath while doing so. AA 2 thumbs down! Be nice to the passengers, it’s really because of the passengers that you all have a job‼️‼️

✅ Trip Verified | Very difficult morning with my flight getting delayed, leading to missing my connecting flight and having to re-schedule. It all put me in a grumpy mood cursing American Airlines once again for never failing to fail me. Staff at ILM (Wilmington, NC) took care of me and put me on the next available flights at the gate. They took care of me in a way the 3 precious customer reps I had dealt with did not and even if today continues to go down the drain, I am thankful for both of them. Please give them my warmest thanks and gratitude. 10/10 for those two people and let’s not bring up the others.

Not Verified | This was my first time flying American Airlines after flying with multiple other airlines and these were hands down the worst flights I’ve been on. The second flight had some poor weather and I’d never experienced that before but the first one was also horrible and the worst landing I’ve had. The customer service was okay, but if I had to choose having good customer service and having a good flight, I think I’d go with the latter of the two.

✅ Trip Verified | I doubt if there could be a worse combination than AA and Miami International but I had had previous experiences so was expecting the worst and that is what I got. The line for business class check in was more than 80, the girl at the check in knew close to nothing, the line to go through Priority security was over 100 and took over 40 minutes although the monitor said a delay of between 8 and 12 minutes. There was one person checking passports and one belt working. Then the long walk and the train to designated gate E2. Shortly before boarding I saw the gate had been changed to E30, more walking and another train. On board no food except packet potato chips or nuts and a can of drink. Then the girl sat down until 10 minutes prior to landing.

✅ Trip Verified | I had a flight schedule to see family in Illinois, and overnight prior to the flight, I received an email the flight was cancelled and rescheduled(for 2 days later). I called in and was advised a credit would be applied. I asked for a supervisor and demanded a refund, not a credit. I was advised this would be processed, and I would receive and email to document this. It has been 8 days. No email, and no refund on my credit card. I have sent 2 emails thru the AA website. I have received to automated responses, but nothing else. I have called in several times(huge wait times. Have spoken with 2 customer services reps, that show it is in process. I understand the airlines are having a hard go with many unspoken issues, but come on. As I said to all of the cust serv reps, this is not my fault. This is totally on American Airlines. They blame this on weather issues, but you read about their personnel issues, and the Southwest Airlines pilot walkout, as a consumer you really wonder. Anyway, I am done venting. If anyone from American Airlines sees this, please HELP!

Not Verified | My husband and I flew from Philadelphia to LA yesterday on American and the inflight crew and service was the worst we have ever experienced. They finally got around to serving soft drinks and cookies about 2 hours into the flight. After that we pretty much never saw them again. My husband had to take his own trash to the galley where the flight attendant, who was busy reading a book, told him to put it in the trash can in the galley area without ever looking up. The restroom really needed some attention but the flight attendant who was sitting right outside (still reading her book) ignored it. Worst of all nobody came through the cabin to do a seatbelt check before we landed. Never had that happen before! We flew on 4 different American flights over our long weekend and the general attitude of the crews ranged from surly to indifferent. My husband is a lifetime platinum status flier with American but after this weekend we will be rethinking our choice of Airline for future trips.