American Airlines

Not Verified | Supposed to leave 12.15 pm on Saturday 10/22/2021. Our gate was changed 4 times. We were told many excuses for the numerous delays but the popular one seemed to rest on a maintenance issue. Here we sit still after 2pm with no plane. Airline stated they are looking for another plane (good luck!). We have been strung along for almost two hours! Why don’t airlines simply tell the truth (late crew, scheduling screw up, etc?). Instead their credibility continues to erode daily as they’re most important thing is the convenience and profitability of the airline. That’s it! They don’t give a rip about inconveniencing customers! And, they would rather lie about the real reason for the delay rather than telling the truth. I will never purchase another ticket from American Airlines! Buyers beware! Now of course AA is “having trouble” with their website! Ha! They are a joke!

Not Verified | I flew from Miami to Los Angeles last week. My flight was a little bit complicated, and I couldn't solve it. And then, I went to American Airlines customer service and wanted to talk with the supervisor. I asked one lady about the supervisor, and she asked me about my concern. I was a little hopeless, but she called somewhere, explained my situation patiently, maybe 2 -3 times, followed up on this issue, and solved my luggage and ticket problem. I really impressed by her dedication. I appreciate it.

Not Verified | Every single employee I have encountered is just plain rude and hateful. The problem is, I have flown American the last 3 to 4 times I have flown (they are always the cheapest and I see why). They are always rude and hateful, I am so sorry that you hate your jobs! Thanks please get another one and let someone pleasant take your place. American, what are you doing to these people to make the hate everyone?

✅ Trip Verified | Exceptional staff, very professional and pleasant smiling personalities. Especially with these extra paperwork travel arrangements it is wonderful to have so much calm and composed staff onboard and at the check-in too. Keep up the good work

Not Verified | Bad customer service. On October 18, I was flying from Norfolk, Virginia to Sacramento, California and I faced another bad experience with American Airlines. This is the second bad experience in the last two months. I was already in the airplane when the flight attendant announced that Charlotte airport had some water issues so my flight was delayed. It meant that I was missing my connecting flight. After few minutes, the flight attendant announced that at that point they did not know when the airplane will be departing so passengers started leaving the plane and tried to rebook their flights since the majority of the passengers were missing their connecting flight. When we returned to the airport, there was mess. American Airplanes agent was rude to all passengers, American Airlines did not have plan B for the situation. There was a chaos by the gate. American Airlines agents were not able to give clear message or clear updates. I started rebooking my flight - they refused to rebook the flight from Norfolk to Charlotte, they said that I needed to pay again for the flight or I could fly to Charlotte and spend a night at the airport or I could book the hotel at my own expense. I had no other option but fly to Charlotte and book the hotel and pay for the hotel on my own. Another thing, do not buy their internet, it doesn’t work most of the flight anyway. If you want to be treated like normal passenger, fly with another airlines.

✅ Trip Verified | New York to Palm Springs via Phoenix. We paid for our tickets round trip, and contacted American to see if we could get an earlier flight from Phoenix to Palm springs. The agent sold us an earlier flight at $98 per ticket. On the return flight, our tickets were canceled and there was no explanation given. After numerous emails back and forth with customer service "representative", we were told that we had not completed our flight and thus, the remainder of our ticket had been forfeited. I explained what had happened regarding purchasing an earlier flight, and was told by American that our flight in the afternoon would be canceled, however they accused us of trying to cheat the airline. More emails back and forth, and she then finally, in what she considered a magnanimous act, returned the unused portion of our tickets. By now, with $627.90 For the original tickets, $198.00, for the change to an earlier flight charge, and then $482.90 to fly home after they cancel our tickets and we're not allowed to use what we already paid for, the grand total for two round trip tickets to Palm Springs became $1308.80! Now the biggest and funniest part of this whole story, is that when I went to use the unused portion of the ticket it was worthless. And the customer service agent I spoke to in Texas, was just as rude. Needless to say, I will never fly an American Airlines again. They literally could not care less about their passengers.

✅ Trip Verified | Knoxville to Houston via Charlotte. Uncomfortable, the flight here was even worse for 3 hours but nothing makes it worse than rude ignorant flight attendants. I remember the days were they were nice and gained respect just because but these two are rude, and not polite, or educated. If you add that to the fact that the flight is late for no reason and you are not going to make your connection with no sympathy this airline sucks. Use to be great with Delta and the reason why I was always willing to pay more. Now I know is a mistake and I need to stay with United.

Not Verified | Honolulu to Nashville. American Airlines have to be the worse airline ever. They expect you to pay a lot for your flight but when your flight is canceled on their end they feel it's nothing they can do about it but reschedule you on longer flights. If I wanted a longer flight that is what I would have booked from the start. Long story short I will never fly with them again and I suggest no one else do as well.

Not Verified | I have never been so disgusted with an airline, customer service and their lack of information as I have been with this company. Even after not having a pilot they boarded the whole plane and let us sit for an hour, no information, no explanation. When the finally cancelled it and we finally got off the flight customer service basically told us the luggage being on the cancelled flight wasn't their problem. The people at luggage customers service were the rudest, most uneducated on the airlines process that could have been there. After the cancelled flight they tried to get us booked on a flight 2 days later! Completely unacceptable. What were we supposed to do, miss 2 full days of work because of your screw up? Never again will u get my business!

✅ Trip Verified | Really a deceptive and dishonest company. I live in Colombia and was told that if I canceled my ticket (Premium Economy) I would be able to apply the value to a future trip. No! When I tried to rebook BOG NYC was told that because their company had issued me a "flight credit" I have to fly from the USA to use it. How does that help someone who doesn't live in the USA? and why would they issue me a "trip credit" seeing that I am not flying from the USA? Why? to steal your money, of course. Probably it's because their agents do not know how to work with foreign currency units and at AAL they do not think for themselves but are only robots in the service of their computers. For the flight, not a "dinner" flight as advertised. DINNER/LUNCH/BREAKFAST flights are all hot meals, anything else is a "snack." So, for this "snack" flight we all got 1/2-a-sandwich and some crisps. Inflight entertainment system was out as always (the earphone jack was broken) but since this happens all the time with this company I brought movies on my telephone to watch since the last time I sat in the dark for six hours with nothing to do. Cabin crew also terrible: even though I was sat in a "Main Cabin Extra" seat that is sold with the promise of free adult beverages all I managed was a can of Coke. I went to the back after four hours for a second coke but was met with a frown of condescension. Really awful people. Ground staff in Colombia was super of course.