American Airlines

Not Verified | Terrible. Flight delayed for 4 hours due to plane having to turn around and there was not much warning beforehand. Gate agents were so rude and not willing to help accommodate.

Not Verified | Changed my 1 star to a 4 star for this company. This was my first flight with American Airlines. I expected more but got less. The seats and comfort wasn't the greatest. The staff was just fine, nothing spectacular. The returning flight was horrible! I think it's fair to say, equivalent to a nightmare. On the 12th, In Colorado Springs, we were told our plane would be delayed due to a fuel problem ( bad batch or no fuel). So, we were to fuel up in Denver, however, there was no need to get off the plane. Most people, including me who had connecting flights, was in a confused and angry uproar. Personally, I think I was more sad than angry. Okay, long story short, we missed our connecting flight in Fort Worth, TX. We were told to call their customer service number, which was like, impossible to talk to a real-time agent. The other option was to stand in the longest line you've ever seen in your life. There were at least, four attending AA agents. I stood in line for, what seemed hours, watching this one agent, out of the four agents... Work the mobility of the long line by himself! The other agents, seem to spend like 45 minutes to an hour on one customer.. At this point, you might be wondering, why I gave them a 4 star rating? Unbelievable, when it was my time (in line) to speak with the agent, the only guy moving the line. I told him all about our planes' fuel problem, which caused us to miss connections. He gladly printed my tickets for the next available flight. Giving us options for a couple of flights, if we needed more time to return, as not to miss our flight. (Of course, we took option #1, the first flight out/ less amenities, we were desperate to return, but the options were great). He gave us a Taxi vouchers. Set us up, with a voucher to rest/wait at a beautiful 4 star hotel in Dallas! And a voucher for airport meal accommodations. I requested his name, because he had miraculously turned my nightmare into a success story. I told him, because of his work ethics, professionalism and caring heart... He'd just made a remarkable " turn-around" on my thoughts about this airline. I only wish AA could make carbon copies of this guy! His name is Carson at the DFW location. He reversed my challenging experience. Thanks AA for hiring such a great guy.

✅ Trip Verified | This Airline is horrible. My company spends hundreds of thousands of dollars a year flying is for work and literally every time there is an issue with American Airlines. Most recently today, July 16, 2021 I get to Charlotte, NC and luckily don’t have to literally sprint across the opposite end of the airport just to catch my flight. I do however arrive and have to sit and watch as my flight gets delayed FOUR times. So instead of leaving at 4:30PM, I got to leave at 6:20 PM. The lady at the counter was also very rude. Offered not even an apology for the delay, and then demanded that if you have two bags you will check one in as there will not be enough space. And this is not a new thing that I’ve noticed at American. Always rude unless you’re first class. Will never fly with them again.

Not Verified | My experience with American Airlines over the last two months has been nothing short of exhausting. I booked a flight for a work trip and then a few months later left that company. I called AA to cancel said flight and book two tickets for an upcoming flight which would result in leftover credit from the original trip. I was never sent a confirmation that the original flight was cancelled, or record of my trip credit. It took 3 calls over the course of 4 weeks to even confirm that our tickets had been booked, as each rep told me the previous rep did not press the right keys, but now they were booked, only to find invalid record locators for our flights. The night before our flight it appeared that our seats had disappeared. After a 4.5 hour call at 10pm, with the rep hysterically laughing that our flight no longer had seats and she could not use our credit, we finally figured out our tickets. Now, I am trying to book flights with the remaining balance and it has been next to impossible. I spent 2 hours on the phone with a rep this morning trying to find my flight credit with an email I received on June 1 (finally) listing my trip credit number. Even though my email was received on June 1 and noted that it was issued on June 1, I was repeatedly told that was invalid credit and was issued and used on May 20th. Not accurate. Finally I was reissued a travel credit and assured it would be an easy booking process when I called back. Here I am, on hold again for 30 minutes now because the rep cannot find the new credit number they issued or the travel credit at all. This process has not only been a gigantic waste of time (at least 12 hours on the phone at this point) but also infuriating that the errors and mistakes of AA’s booking process have become my own massive problem

Not Verified | This airline caused so many issues in our trip that it had to be delayed a whole day and we missed out on a full day of a paid excursion with no refund. To start with, we were held up in Denver by a medical delay, it took them 1.5 hours to do the paperwork for someone simply fainting in the cabin before takeoff. We were going to be close to making our flight but then after we landed it took ANOTHER half hour on the same plane just to taxi us in. We then had to stand in line for 2.5 hours to rebook because it had to be as soon as possible and 2 days later wasnt acceptable. Then, we had to wait 10 more hours, this led to an overnight stay in the airport because they don't allow hotel vouchers for basically anything except maintenance issues (with my 80 year old grandma also). They caused us to miss our connecting flight and we were also now having to pay $180 each for new Covid tests because of their delay and $100 each for a new connecting flight on a different airline. On our way home, our flight was delayed an hour and a half which caused us to miss our connecting flight again and we had another 14 hour delay. This caused me to miss a whole shift of work and it was also inconvenient because we then landed in the 4th of July. They wouldn't accommodate us with a hotel then either. We were all so tired from traveling over night and just wanted to be able to take some naps. I will never fly American Airlines again. It almost would have been quicker to drive home at that point.

✅ Trip Verified | La Guardia to Charlotte. Worst service ever! The stuff are rude, careless, and they might lie just to put you in troubles! Beware not to fly with American Airlines .

Not Verified | My special needs daughter was flying as a unattended minor UM special needs and was supposed to have escort services. Well she was abandoned by prospect and American at a gate in Chicago O’Hara airport where I had to fight 1000 miles away and advocate for her via phone to keep her in the airport with escort overnight. They tried sending her out to Chicago alone to a hotel. She’s speech impaired and has developmentally delays she cannot read or write. Most horrible experience I have ever gone thru. This airline is horrible! My daughter was traumatized being left and neglected in the Chicago airport.

✅ Trip Verified | Really nice flight except for Americans cost cutting. The Covid excuse is old Nice flight attendants who handled the occasional mask complainer well. Decent meals again Covid new standard. Great IFE great selection. Best AA experience in a long while.

✅ Trip Verified | I've flown 5 times on AA planes in the past week and they are truly their own worst enemy. Here's what you need to do AA: Hire enough staff to actually staff the flights you book, train them well, and fairly compensate them for their difficult and stressful labor that they do for you - especially the workers who have to work outside the air-conditioned planes and the air-conditioned buildings. If you understaff then your customers have terrible experiences like I did. It's not these individual employee's faults the vast majority of the time; it's you the company. Don't book flights in planes that don't work properly. Don't book more flights than you can responsibly staff. And don't check everyone's carryons at the gate if you're not going to get those bags back to us in a timely manner. Don't give me the seats I want, confirm them, and then bump me because someone else wanted to pay you a few dollars more. Scrambling will frustrate everyone. Do better.

✅ Trip Verified | Terrible! All of our flights were delayed, two were an hour delay each, one was delayed 3 hours and the last was delayed 3 times making us spend the night in the airport, never offered food or water on any flights. The only good thing was the people at the ticket counter in Miami who offered us pretzels and water while we spent the night (many thanks to them as we had 6 kids with us) Never will fly with them again!