American Airlines

Not Verified | My wife and I, are American Airlines credit card holders so we are very disappointed. We were flying from California to Texas and has the option give up our seats for a flight voucher. which we did. But, due to Covid mandates we were unable to fly prior to the vouchers expiring. When I called and spoke with customer service they replied to me in an email, but they never followed up with us and I was never able to redeem my voucher. This is not the first time that this has happened but I swear it will be the last. If a company is not able to hold up their part of an agreement it makes me weary of trusting them in the future!! I will never give up my seat again for a travel voucher or an upgrade with American Airlines ever again.

Not Verified | I had booked this back in March when I heard that AA were using their B-777-300 aircraft on the MIA-LAX-MIA route. They market it as Flagship Service which is supposed to be a domestic version of their International premium service. Due to Covid the Flagship Lounge in Miami was closed but they let me use the Admiral's Club, which was fine. The plane was completely full with no sort of control at the gate when boarding in Miami. Once onboard my seat was fine and the service was as well. Still no glassware. Meal was good and after extending the seat into bed mode I slept. My complaint was that there was no pillow and no blanket for a flight that AA market as Flagship Service - their premier product domestically. For Flagship Business passengers on a flight over 5 hours where people have the option to sleep in a flat bed AA should provide pillows and blankets. I mentioned this to a female F/A and she told me to write to American Airlines, which I did not do because all I'll get is flowery reply blaming it all on Covid. I will use this service again because I like flying the B-777-300 but will bring along a blanket and pillow.

Not Verified | Brought my 2 year old with me. 2 years old and up require masks due to covid per CDC. She kept it on in the airport and when boarding. But when we sat in our seats, which was just our family, she removed the mask to eat goldfish sporadically. The flight attendant told me that she had to wear a mask. I apologized and said she had been eating and placed it on. The next time the flight attendant came by she said she needs to wear it even though my daughter was actively eating at the time which I told her. She said well it really should stay on and just be pulled up and down. On a 2 year old? Be realistic. However, what really was upsetting was that adults around us had their masks partially down while eating and there was another child next to our aisle that was at least 3 that never had a mask on at any point. She didn’t have it on during the flight or when they left and the flight attendant never commented. I think that it would be easier to tolerate this lady’s unrealistic standards, if she held everyone to them and not just my child. Other staff were completely fine.

✅ Trip Verified | They have changed my flight over and over. It's been 24hrs and I am still trying to get home. I will never fly AA again. They have been less than accommodating. They don't care that they just cancel flights minutes before take off. The reason was "too much air traffic". Then the next flight they gave me without compensation was delayed. It's out of hand. Traveling for days when it could be a simple 3-4hr flight.

Not Verified | American Airlines, I wish to express my extreme disappointment in your airline and customer service. Last month, my family and I boarded your planes for a trip to Hawaii. It was an extremely disappointing experience. Your airline is the least family friendly I have ever met. Most airlines offer pre-boarding for families with small children. This is a great service especially for a family like mine that was traveling with a 1 year old and a 6 year old. I had purchased a seat for my 1 year old so that I would be able to use a car seat. Pre-boarding would have been beneficial to give the time to install a car seat. Please consider making your airline more family friendly with a pre-boarding option. (Especially since seats are assigned.) First, we boarded a severely delayed flight at Salt Lake City International Airport in hopes that we would make our connecting flight in Phoenix. To our dismay we found out that what was supposed to be a 2 hour layover in Phoenix would have to turn into a mad dash to a different terminal and gate to make a flight leaving within minutes of our arrival. If we missed this connection we would have to be retested for COVID. With two small children this was almost impossible. Somehow, it worked. However, after boarding and while trying to install the car seat, the flight attendant yelled at my father who was trying to help me. In fact, her exact words were “You need to sit down. We are not delaying this flight because you won’t take your seat.” When we explained what we were doing she responded with “I don’t care. It is time to take your seat.” She didn’t offer to help. My father complied with her wishes and sat down as I continued to struggle to hold a 1 year old and install a car seat so he could fly safely while we taxied down the runway. I understand that we chose to fly during a global pandemic, and we tried to comply with mask requirements, however, there is no shame in being a decent human being, which some of your flight attendants were not. During the flight my one year began to cough. One of your flight attendants came over and asked where his mask was. I explained that he was under two and not required. To which came the response, “You need to either put a mask on that child or make him stop coughing.” I tried to explain that my 1 year old was simply choking on water, but the flight attendant then cut me off “Look Lady, just mask the kid.” and walked away! This reaction was extremely rude and uncalled for, especially since this flight attendant didn’t wear his mask over his nose as required! I expected more from your customer service. Also, our six year old was napping on the 6 hour flight. When the snack cart came by, my husband simply asked for a drink for when she woke up. The same flight attendant responded with, “I don’t think you are really asking me to waste a drink on a child who won’t wake up. You just want a second drink.” I purchased the seat, which entitled me to a snack whether my child was awake or not! This was only made worse when two rows behind me a man asked for a second can of soda and the flight attendant gave it to him without complaint. This cemented the idea that you are not a family friendly airline! I am never going to fly American Airlines again if I can help it. Nor would I recommend it to any of my friends. I am extremely disappointed in the almost anti-family policies and behaviors of your airline.

Not Verified | Most incompetent airline employees I’ve ever witnessed. We were supposed to go from Chicago to Miami, then Miami to Barbados for our honeymoon. We needed to present a negative COVID test to get into Barbados only. They wouldn’t even allow us to fly from Chicago to Miami because my wife’s link to the negative results would not open. Miami doesn’t even require a COVID test. So these employees almost ruined our entire honeymoon and couldn’t care at all about our situation. Luckily we were able to take a COVID test in O'Hare and still make it to the honeymoon, but we couldn’t leave until later that day, but this time through Delta. I can guarantee I will never even think about flying with American Airlines ever again.

Not Verified | Today July 19, 2021 I was supposed to fly to Dallas Texas from Killeen Texas, and from Dallas Texas to Chicago Illinois at 12.47pm, I was there early around 10.15am at the gate waiting till 12.30 and they cancelled my flight, without notifying me ahead of time, then I received a text message notifying me that I was booked for another flight at 1.20, same terminal then every about 25-30 minutes they kept changing my flight. I got in line to speak with the counter assistant to see whats going on, she booked me another flight at 6.30 and said I had to be there by 5.30 if I wanted to leave and come back, she didn't know how to explain what was going on and why my flight kept delaying and changing. I got a job to go to and a home to go to, when I left the airport I received another text saying my flight was changed at 6.37 then 30 minutes after I received another saying it was changed till 7.30 and it kept on till the last flight. I called American Airlines and they had me on hold for about an hour, then I called again and they said waiting time for them to call me back was between 2 hours to 3.50hrs and when they called me they kept hanging up on me, so they texted me and they gave me the last flight for today which was 8.30. When I was ready to head to the airport at the time I was supposed to they ended up canceling my flight, I went in person to see what was going on, there was nobody at the counter, a guy with no uniform, only a green vest on came over the counter and took care of me which didn't help either. He said he was new, he had to call American Airlines for them to see what was going on because he didn't know, they say I was booked from Dallas to Kansas and Kansas to Chicago, when I'm in Killeen how am I supposed to get to Dallas? I asked to cancel the flight because I found a cheaper flight through another airline in Austin airport, they didn't want to give me my refund either, I asked where my luggage was and if I could get it back since all my stuff was there, they didn't know where it was either. Not only today, last Friday July 16 when I arrived from Chicago to Dallas I waited about an hour at the gate and when we all got in the airplane they made us wait an hour and a half because the airplane didn't have gas and they had to fill it up, plus the water from the bathroom was supposed to be changed also. This is the worst experience I have had, first and last time flying with American Airlines. Its just horrible - never again, another night at a hotel, money wasted in taxi, food etc..

✅ Trip Verified | I had a small carry on bag that I asked the guy in the front of the airplane if he could be kind enough to help me put it up. His response “I’m sure a make passenger can help you”. Sorry what? Isn’t this your job? I wouldn’t have asked if my doctor hadn’t told me I wasn’t able to carry anything over 10lb. I then proceed to my seat and asked the airline attendant if she could help me out it up and she gave me a confused look and said she can’t carry that. What are they even here for then, just for looks? Terrible service.

✅ Trip Verified | Due to a lack of American Airlines employees checking in customers at the ticketing/checked baggage desk located within the Salt Lake City International Airport as well as poor customer service, we were not able to make our 8am flight. After multiple delays at SLC and DFW, we finally arrive in LBB to discover our bags were incorrectly offloaded at DFW and waiting in the baggage claim area. You would think it would be an easy fix to have my bag flown from DFW to LBB on one of the 5 nonstop flights which occur throughout the day. However, after notifying both DFW and American Airlines multiple times throughout the day, my bag has continued to sit at the baggage service desk at DFW after nearly 36 hours. Despite going without crucial pain medication for going on 2 days, the customer service representatives have been unwilling and/or unable to accomplish the simple task of transferring my bag on a flight to LBB. I’m so desperate at this point were it not for my one-year-old daughter, I would have them book me a round trip ticket to pick up the bag myself as it is seems this major airline is incapable of the simple task of sending me my “already found” bag.

✅ Trip Verified | Never again will I fly with American Airlines! From changing gates last minute to losing luggage, traveling with them for an entire day yesterday was miserable. While having to literally run from one gate to another, all while having to take the sky train completely across the whole of Dallas airport, I barely made it to board my connection flight. Meanwhile my luggage I paid $130 to even get on the plane, never made it out of Dallas. So now all my belongings are still lost while I’m out $130. Mind you this is not the first time this has happened to me with AA. I gave them another chance and one again they blew it. Do not waste your money on this overpriced airline.