American Airlines

✅ Trip Verified | Flight delayed/changed last moment. Confusing gates and times. Helpless staff. Asking passengers to check in Google for gate number. If possible avoid this airline.

Not Verified | Absolutely worst experience ever! My parents are seniors who can't speak English. When I asked for a gate pass so I can escort my parents through the TSA to their boarding gate, the AA staff absolutely refused to give me one. I have always been able to get one with other airlines and the AA website stated I could. The AA staff acted like I was an idiot and their explanation for it was because of "security concern" and even told me to just give my parents the instructions. How do you give someone instructions in another language and expect them to follow through in a huge international airport where there is no other language but English? The TSA officer couldn't understand why they refused to give me one either. If not for the kind TSA who took her time to help my parents get to their gate after 1 failed attempt, I don't think my parents would have made it to the gate on time. I have left them a message to call me back and discuss this issue.

✅ Trip Verified | Honolulu to Phoenix in First Class. Comfortable seat but a lack of real food. After take off I was served a soda in a plastic cup, along with tiny packets of corn nuts and almonds. Prior to landing orange juice in a plastic cup. The AA website shows what is served depending on flight length, none of which applied to this flight. A flight attendant, Carrie, addressed me by name and that's about as First Class as it got. She's the reason I might consider flying AA again.

Not Verified | The airlines check in department would not let me board with my dog from Tucson. This was at 5AM. He has flown with them before, as well as I pay a fee of $125 to have him fly with me. He is ESA approved and they still would not let him fly so told me to make other arrangements. I had 3 hours to then get to Phoenix for my conneting flight and called ahead to let them know I had a pet flying with me. All was good until check in to receive my boarding pass. There is only 1 line with American to check in with pets, which cannot be done at the kiosk only with an agent. I waited in 3 lines for over 30 minutes and then was told my flight was closing the doors and they would not let me on. No calling them to let them know I was here and coming that way, no TSA pre check for security, just nope not going. Then they said we can get you a flight for 7PM but cannot guarantee you will be on it as it is standby only, I was checking in at 8AM to leave. Needless to say I missed my daughter's baby shower for my new grandson and have never been treated so poorly by staff at an airline in my life! Be careful they are uncaring, unapproachable, non-negotiable agents. I was not even offered an alternative, just told nope.

✅ Trip Verified | One can see from my boarding times that my arrival in PHL from DWT was at 5:49pm however the flight to MHT was delayed repeatedly with AA citing that the connecting flight needed has not yet taken off to meet with us. This rhetoric was parroted to customers repeatedly with no further information. Ironically on the AA terminal screen saver the phrase “put compassion and customers first” was never applied. The 7:15pm to MHT was delayed for an hour and the same parroted message was conveyed every hour. Meanwhile flights from MHT to PHL were arriving fine but AA refused to offer any details on how much longer or why can’t you get everyone on a different plane. After 11:30pm it was obvious that AA was trying to save money by not getting another plane turned up and kept delaying now in 10-20 min increments. Sadly the drive from PHL to MHT could have been done faster than the flight but given the non-answers by AA staff, people were left to languish for 7 hours at PHL and all services and restaurants were closed. The gate had changed not once, not twice, not three times, but four times, the last blonde bouncing passengers from gate 19 to 27 and then to 37 then back to 27. Then AA had to find a pilot for the plane, then they had to find a flight attendant. Then they had to check everyone’s bags, then they had to read off the schpeal about AA mileage points at 12 in the morning. The “sorry for the inconvenience folks” doesn’t cut it and the complete lack of ownership for this blatant mismanaged logistical flub up reinforces how bad AA truly is. This isn’t the first time with AA where a flight has been delayed for 7+ hours ( missed a family members last moments due to multi-day delays and cancellations without cause or reason prior ) but it is now the absolute last time I will ever fly with them.

Not Verified | Flight left Chicago two and a half hours late. No explanation other than mechanical. No updates on status just changed departure time by 30 minutes once the departure time listed arrived. Clerks working the gate left and went home and left the gate closed and passengers had no person to contact and ask questions. Finally left Chicago and arrived in Austin two and a half hours after scheduled time. Sat on tarmac for 20 minutes waiting on a gate so we could deplane.

Not Verified | I write this as I sit on the airplane. We have been on the ground for 45 minutes and my connecting flight boards in an hour. You may ask why we are sitting here on the plane still and it’s because there is “no open gates” however in my current line of sight I see 8. Thanks American Airlines. You have now made me late. Didn’t expect anything else from this pitiful excuse of service.

Not Verified | I will drive, walk, or swim before I ever get on an American airline again. Waiting for people to get on the plane before telling them that the flight was delayed for 18 hours due to “weather” that every other aircraft company flew in to that destination. Definitely didn’t cancel the flight though because they didn’t want to pay back the money. Instead they issued most to redo their COVID test for the flight (that’s in 18 hours) which they didn’t pay for. Leaving the passengers stranded at the airport and says “go get a hotel” that they weren’t going to pay for. They didn’t want to give anyone back their luggage but said if you needed anything it should’ve been in your carry on.

✅ Trip Verified | I love American Airlines, fly them often. Yet, flying First to Europe was an embarrassing disappointment. Yes, flights were both delayed, due to weather, OK. Flagship Lounges were all closed due to COVID, OK. Service was pleasant. Seat on the transatlantic was a full flat bed and wonderful. Pictures speak a thousand words and the slop they served made me wonder how they can ever sell another seat in a premium cabin. You guessed it: champagne in a plastic cup. Coffee in a paper cup. Salt and pepper in a paper packet. Something they must have meant to resemble bread wrapped in plastic. Compare that to Lufthansa, freshly warmed/baked bread, pre-take off bubbly in a glass and a dinner to rival the very best restaurants out there. Dear American Airlines, your customer in a premium cabin simply has not flown on the other airlines or may not have experienced the difference.

Not Verified | Was in boarding group 7 and got told that overhead space was at capacity. They made everyone from group 7 and on check their bags. When I got on the flight there was tons of over head rooms and saw passengers that got on after me bring their carry on suitcases. They refused to give me my bag at the layover. I do not check bags because airlines constantly loose them and offer no help to get them back to you. Will not be flying American ever again.