American Airlines

✅ Trip Verified | Worst customer service ever, wrong information about needing passports for my kids. We couldn't board the flight I lost over 4,800 and they want to give me credit for 150.00 bucks. What a joke, never fly American Airlines. We ended up taking a bus to Mazatlán and it was very comfortable.

✅ Trip Verified | This return trip home was a nightmare!! Weather prevented us from departing Maine but when I was able to speak with agent at counter, was reassured time after time we would make our connecting flight in Chicago. Absolutely zero interest in my telling her that flight was the last flight to EVV for the day, if we missed it we were not going to be able to get home that Saturday. Usually when she announced another delay, she made it while holding a door open to make an immediate exit after, disappearing for any questions to be asked or information gained. Upon eventual arrival in Chicago, our next flight had also been delayed but when I asked the flight attendant if she could contact our next gate to see about holding up the flight for passengers, I was told "We can't do that! We don't have phones!" along with a look like I had sprouted 2 heads. Our flight took off as we were finally getting off the first plane. We finally were able to speak with someone regarding getting home, No other flights that night (I knew that), both flights Sunday were full, can get on a flight Monday (too late, husband has to be at work Monday!), I can get you to Louisville Sunday. That is of zero help as there are no flights from Louisville to EVV on ANY airlines! Tried to find rental car ... zero luck (because it was by now after 10:00pm, they close at 10). Tried to find hotel .. zero luck. Inquired about getting our checked luggage, was told they made the flight and had just landed in EVV! After a long night of dozing in the rental car building at O'Hare, nothing substantial to eat since 11am Saturday, having a mask on since 11am Saturday, being told we could not sit on the floor (to lay head in seat to try and be a tad more comfortable), we were finally able to get a rental car at 6:45am Sunday to drive 6 hours home. We arrive at EVV airport, go in to collect luggage. "Your luggage isn't here, it's still in Chicago!" No they wouldn't deliver it because there had been no claim filed and they knew where it was. Counter agent got incredibly rude with us as we stood there with little to no sleep just wanting to get home! Our luggage was due in on the next flight, arriving at 4:21pm, but check the flight status on Flight Aware to be sure it is on time. I check status at 4:00, still in Chicago not scheduled to leave until after 5. Checked status again, delayed again. Checked status again, delayed. (see the pattern?) The flight finally got in to EVV just a bit after 8:00pm.... After submitting for refund for unused portion of flight (which we did get), I submitted a request for compensation on the over $300 added expense to getting home a day later than we were supposed to. I finally heard back from G.L. in Customer Relations with a form letter in which she did not change a name at the end (how I knew it was a form letter). I am absolutely dumbfounded by the lack of care whether a customer is satisfied or not. I declined the offer as I do not want to be tied to having to use this airline ever again!

Not Verified | My special needs unattended minor traveled with American Airlines. She had an armband and paperwork on and per corporate and the manager of Jacksonville airport she would be in good hands. Well she was left abandoned at a gate in Chicago O’Hare airport and missed her flight. She was abandoned there for 15 hours and it took hours to make them put her in an unattended minor room and do what they were supposed to do. They tried sending her to a hotel on her own. Well she cannot read or write and is speech impaired, she was left to come up missing or possibly die. Parents don’t trust your kids with American Airlines.

Not Verified | Had a chance to fly home after 6 years. Decided to trust American Airlines. Worst mistake I have ever made. Thank you for wasting what little precious moments I have with them.

Not Verified | Please don't fly on this airline. Unless you're prepared to have a 5 to 6 hour delay and/or 2 to 3 gate changes. I wanted to have a relaxing weekend getaway after working with social services in my community but instead came home drained because of this American Airlines.

✅ Trip Verified | This was my family’s first time ever flying anything outside of Alaska or Delta and I have to say, we swore we will never, ever, ever fly with any other airlines after our horrific experience with American Airlines. We woke up the morning of our flight to see that they had cancelled our 7:30 pm flight and rescheduled us on a flight for 6 am the following morning with 0 heads up or communication via phone or email whatsoever. Mind you, we are on vacation and can’t just magically stay at the resort on a whim. After checking with the resort and local hotels we decided we can’t stay another day due to no vacancies. We had to call American Airlines customer service to ask them to rebook us on an earlier flight. They found a flight around 7:25 pm same day but it’s in Orlando. We drove 2.5 hours to get to the flight. Boarding first got delayed from 7:25 to 7:40, then 8:00, then 8:30 then finally 8:55. Finally at 9:10 we make it off the runway. We were supposed to take a connection flight from DFW to Seattle at 10:25. Of course having left Orlando at 9:10 not a chance in hell we would make our connection. Again, no one from the airlines would actually explain why the delay was. Or communicate to the connection flight. We make it off the plane in DFW at 10:25 on the dot. An app notification on our phones that the connection flight is actually not departing till 10:40 (hope is somewhat restored). We literally RUN to the gate and try to catch the connection. We are then told they gave our seats away to people on standby because we were delayed. They also have no record of why our flight in Orlando was delayed therefore they would not make any accommodations. After we spent nearly 30 minutes at the counter with the staff, they tell us they can put us (7 people) on standby for a 7 am flight. Again, no accommodations for hotel or anything. We spend the night at the airport as all surrounding hotels and motels are booked solid. The following morning having been fed up and searching for other flights all night with other airlines we decided we weren’t going to pay nearly $2500 out of pocket to fly with another airlines because American screwed us over. We called their 800 number again and asked to speak to someone who is in charge so we can actually be taken seriously. Finally after 1.5 hours or wait, we speak to a representative who was able to book our family on the 7 am flight with real seats not standby, and get us home. To say this experience was a nightmare is an understatement. The staff at the airport was extremely rude and unhelpful. The communication overall is nonexistent. Please if you take the time to read this, do not give your business to an airlines that is this unprofessional about conducting business.

Not Verified | This is only the second time I've flown in my life and I'm 65 years old. I have a broken back, asked for wheelchair assistant when ordered tickets but In TRI cities they were great on top of everything. But coming and going to LAX. Charlotte Airport American airlines was no help at all. I had to walk both trips for 20 min ... couldn't find anyone to help me get wheelchair and i was in so much pain I thought I was going to have to call rescue squad. Very unprofessional.

✅ Trip Verified | American Airlines airline is always problematic. I booked my last flight because it was a one-way to my destination. AA changed my flight to be a connecting flight. It was supposed to be a 90-minute flight but turned into a 6-hour ordeal. The staff was rude, unhelpful, and unknowledgeable. Alcohol was not offered and for drinks we had a choice of water or orange juice. The live TV feature in the AA app wasn't working for any of the four flights. The worst part is that AA lost my bag. I had to buy clothes and other items and didn't have my medicine with me. I didn't even want to check my bag - they forced me to check it at the gate. They have been a pain to deal with about the lost bag. Their customer service is so terrible. I will never be flying on this airline again.

Not Verified | During this flight, I was traveling with my 2 children, ages 12 years old and 12 months old. During the flight, an attendant approached me and said my 12 month old son could not watch to the musical cartoon he on his tablet without headphones because it was bothering others on the flight. The attendant made it clear he did not care that I was just trying to keep my son entertained on the evening flight to prevent him from screaming on the 4 hour flight. If this is the representation of your airline, I don’t feel parents are welcome to bring their children on flights.

Not Verified | I had the worst experience flying American in all of my years of travel. It began in the Des Moines Airport where there was not enough staff to cover the 3 flights that were leaving that morning. None of the kiosks would print bag tags (and yes, we tried at SEVEN of them). When we got to the front of the line, the customer service person said 'sorry, you will have to get in another line to have bag tags printed - however the cutoff has now passed for getting your luggage on your flight, so you will have to rebook'. There were at least 60+ people in the line behind us, most of which had already missed their flight and were being told to rebook for another day. Unacceptable. One of our party was able to get on the phone with Diane - a very helpful AA staffer who got us on a flight thru United to Denver to make a connecting flight on to PVR. We were able to still arrive at our destination that day. A week later when we tried to return home the nightmare continued. We were able to board our first flight, but then circled the airport waiting to land for 60 minutes. While we were in the air, our connecting flight out of O'Hare was cancelled. The AA service representative got us on another United flight, but because we were unable to land (air traffic control issues?) we missed that connection. AA was unable to get us on any other flights that day - claiming weather issues so that they did not have to pay for us to stay in a hotel overnight. So another $200 later we had to return early morning the next day and try to get home. ONE of our party was able to return to DSM while the other two of us had to go to CID and find someone to retrieve us and drive us to DSM for our vehicle. ' I will never fly with American again. I will pay more to have service from Delta, Allegiant, or Southwest where I have never encountered such ineptitude. I was willing to say 'everyone has a bad day', but AA is having a bad day/week/month!