American Airlines

✅ Trip Verified | Well the plane was late (approximately 45mins) to Cabo as we are boarding the flight you get the privilege to witness some fine engineering at work as they are literally duck taping the plane. The only drinks were Coke Zero or Diet Sprite. Then we get to Dallas for our connecting flight to New Orleans the fact that Customs had only 3 agents trying to work some 300 people didn’t help, but we got through customs and security to run thru this airport and arrive at 7:03! That’s a whole 10 mins before the flight was supposed to leave but 5 minutes late to board, not only that the ticket agent saw us running her way at gate A18 and instead of talking with us she ran away so we had to go to another American Airlines gate to talk with someone on who only said we had to go to gate A20 who then said we had to go across the way to the customer service line that has a line down the hall and only 2 people working around 7:40 someone showed up saying we can call a 1-800 number now I’m stuck in this airport. Everything dealing with this airline today has been a nightmare!

I’m sorry if you have flown with American Airlines I feel your pain! Never again! After flying with them I started reading the reviews and to my surprise they were filled with story’s just like mine. I won’t bore you with the details, just know you should steer clear of this airline.

✅ Trip Verified | I booked through awards travel. However, I needed to change my flight plans. It was within 3 days of travel and so AA instructed me to cancel the flight and book the other flight. However, after I canceled the automated system refused to let me book my bee flight because it said it was a duplicate. They also never reinstated my miles, and my ticket was in fact canceled and I was not allowed to fly on it. No one at the airport could help me and there was a 3 hour wait when you call American. They offer to call you back, but when I got the call back it asked me to press a button on my keypad and then would not register that I pressed it. I tried this process with my cell phone and my mothers home phone, in both cases after waiting 3 hours for a callback the system hung up on me before I got to speak to a person. I still have never been able to get my miles back, and the rewards system never let me book my new ticket so to save my vacation I had to pay another way for the new flight. I was a loyal American customer for years now. But I doubt I will fly with them again unless it’s the only option for my route. It is now months later, I still have not received my miles back and it’s still a 3 hour call wait. I recently flew to Europe and back on Delta, flying to S Africa later this month again using Delta’s network. A trip I was regularly making booking through American in the past.

✅ Trip Verified | We booked a red eye flight with a toddler because it was the only time we could make it after having to reschedule our original trip due to Covid. We drove 4 and a half hours to the airport and waited in their check baggage line for 2 hours. We finally made it and were so thankful because we had a half hour to spare. We were told we missed our check in window and that we would have to go to the end of a much longer line to reschedule our flight. We were heart broken as we had trip plans very dependent on this flight time. We had already rescheduled the trip and lost a lot of money. For us to do everything correct and plan accordingly only to be so rudely told to go to the back of the line and figure it out without any sympathy offered was absolutely ridiculous. We tried to remain patient and waited for the full length of their line, another hour and a half. We got up to the window and were told the last flight for the night would leave in 20 minutes and they were not going to get us only that one either. I asked when the next flight was and I was told it wasn’t until the following morning. So my family has to pay for a hotel which was not budgeted into our plans, we have ruined plans for a very long and thought out trip, and I was told that if I wanted assistance I would need to “bill American for my hotel because the agent can’t do anything” Why do you have an agent working for you American if she is not capable of helping customers or making a call to someone who can? I asked her several times to call someone above her and she refused. I asked what her employee ID was and she refused.

✅ Trip Verified | This is literally the worst experience of my life. Never have I dealt with so much unprofessionalism! Each of their work does the bare minimum to help. I had a connected flight and the plane landed a little late so I rushed to my next flight but it already been boarded so I was on a stand by for 10 hours! What ever you please avoid this airline! They’re literally the worst.

Not Verified | Fiancé and I were flying to Vegas to get married. I checked in, spent 60 bucks to guarentee seats next to one another. When we got our boarding passes we were 8 rows apart. I stayed on hold with customer service for over an hour just to be told “only the airport can take care of it” At the airport I was sent to 4 different kiosks or agents all telling me they couldnt help but the next person could. By the time I finally got to where I was directed, a woman told me she couldn’t help us because it was less than an hour before the flight. It seems as though American Airlines kept us going in circles to earn 60 extra unearned bucks as well as ruined the beginning of what should have been a celebration. Will never fly them again and will be on endless calls until that $60 is refunded.

✅ Trip Verified | American Airlines flight 1901 gate F79 TPA to CLT. Flight crew were disrespectful, rude and not concerned with anyone but themselves. Management does not have any responsibility for staff actions and the flight crew is a direct reflection of the pilot. I have never had a drink taken out of my hands by anyone on a flight in my entire life and flying on planes my entire life. Manager says basically not my problem. Choose a different airline!

Not Verified | No one wore a mask, even before takeoff when eating or drinking could not have been an excuse. This was a flying covid petri dish. Canned announcements were aired now and then but were ignored. I flew the premium seating just below first class, but even the first class passengers were unmasked.

✅ Trip Verified | Do not fly American Airlines. I had three flights canceled within two weeks. These cancellations were announced within hours of the flight taking off. I missed my brothers wedding. Then I decided to fly my brother out and both of his flights were canceled - resulting in missed days of work and multiple trips to the airport for both of us. American Airlines is very unprofessional.

✅ Trip Verified | Took a flight from Eugene Oregon to Memphis Tennessee by way of Phoenix Arizona. Left Eugene at 6 AM and flew to Phoenix then from Phoenix to Memphis that was the planned trip, the actual trip was we left Eugene around 6:45 AM and arrived into Phoenix late but with 30 minutes they told me to get to my connecting flight but we sat on the tarmac until my connecting flight left because there was another plane in our gate. When I went to the customer service if you could call it that? I tried to explain to them that I was headed to Memphis to attend a family funeral, and needed to be there. And they said that was too bad because I wasn’t going to make it that I had just missed the last flight to Memphis for the day with American Airlines. They suggested that I check with Southwest and buy myself another ticket and they would check into possibly refunding this one that I was currently flying on. Southwest is no longer flying into Memphis as of October 1 I had already checked that out.They said could reroute me through Charlotte through Chicago through wherever and then get into Memphis around you know anywhere between 9 PM and midnight. Customer service was lacking at best. So then I ask if I could have a cart as I had had recent back fusion surgery . She called for me a cart and they took me to the gate for the flight to Chicago. When I finally got to Chicago I went to that customer service as well to see if I could get any help and again she looks at me and says what do you want me to do about it and I just said nothing because that’s what you do best. I am a senior citizen and I have flown hundreds of trips and have never had this kind of customer service or lack of customer service. My question is Why do they allow planes to take up gates that they know they have planes coming into that are scheduled with That gate? Do they just not care if you make your connection or not. Are they really that mismanaged? They have terrible reviews three out of 10 and I’m hoping this will make it even less! Also I had upgraded the night before from regular to first class for a fee of $98 thinking that was my trip but then found out it was just for Eugene to Phoenix. Then I was waiting for my coffee and breakfast and first and first class and was given a small bag of broken cookie chips! And I asked the staff where was my breakfast and he said oh we don’t serve food on or any of our airlines anymore. So if not for the service and for the amenities why would one pay the extra dollars to fly on first class? But I discovered on my flight from Phoenix to Chicago they do in fact serve food in first class regular meals and in my first class I was given a bag of Cookie chips. And drink my coffee out of a paper cup? I have a return flight on the same airlines to go back to Eugene and I will then remove American Airlines from my life regardless of the fares or etc. that they may offer.