American Airlines

✅ Trip Verified | My American Airlines AADVANTAGE account was hacked and someone booked an award ticket using my miles. I immediately changed my password and attempted to contact American about the fraudulent ticket but could not get ahold of them. The ticket was booked the night before the scheduled flight. I also contacted Memphis Airport Police and asked them to contact the AA ticket counter in MEM and not allow the thief to board the aircraft using miles stolen from me to purchase the ticket. I attempted to contact AA several times and sat on hold for hours with no contact from anyone. I have the name, email and phone number for the person that hacked my account but can never reach a person at AA. I’ve Attempted to contact them via phone, email, chat and even tried calling the ticket counter in MEM and could never speak to anyone! The company must be run by robots with no regard for customer service. I will be canceling my Citibank AA card due to this nightmare. How can one of the world’s largest airlines be unreachable after contacting them for almost two weeks?

Not Verified | I'm lifetime GOLD (not that means anything to AA). Booked a Business trip from 6/23 ~ 6/27 using credits from previous business tickets purchase pre-pandemic. I'm in a wheelchair so always fly first class to be at the front of the plane. Flight cancelled today, rebooked me in economy on earlier flight. Have booked a Southwest flight as backup. On hold AA Gold Desk as for 55 minutes as of this posting. My recommendation, fly SW for domestic, find another carrier for international.

✅ Trip Verified | I have never had such a terrible experience with an airline. The morning we were to leave (4 hours before takeoff to be exact) AA rescheduled our flights for the following morning which would completely mess up our travel plans. After nearly 3 hours of waiting on hold with CS, we were adamant on getting put on to another airliner and they finally did so after insisting that we drive to another airport 2 hours away to try to get to our destination on that day. Coming home was just as bad. Not only was the check in process complete chaos, but they were asking people to volunteer to change flights due to overbooking (as a means to make more $ off of people who don’t show up). We then had a 3 hour layover which then turned into 4 hours due to their delays. After 12 hours of traveling we finally get home to realize AA never put our luggage on the plane- we were there for FOUR hours. There’s no reason any luggage should get left behind after such a long layover. The worst part is that the airline really doesn’t seem to care about customer service/experience. They’re just trying to make up for lost time and only care about your money. Please, take your hard earned money elsewhere and do not fly with American. They will make your travel plans miserable and show a single ounce of sympathy for it.

Not Verified | My family and I have been traveling since yesterday with American Airlines from LAX to STL Lambert. Our flight was delayed then we lost connecting flight. We got rebooked to United Airlines and were given a hotel voucher to overnight in Denver. When we arrived at the given hotel, the voucher was not valid and we were not able to sleep in the hotel. We came back to the airport and overnighted on the airport benches. We couldn't find any available hotels at that time of the night. At 4:00 am, we checked in with United flight and had to pay additionally for one checked bag which was already paid with American Airlines. We went to American Airlines customer service kiosk to see if we can be accommodated for the inconveniences but they simply said they can't do anything for us. Originally, we have purchased a straight 3 hour flight to LAX and back but that flight got cancelled within the week of purchase. Everything started going down from there. This is a shame and fraud. I understand that Covid has caused many problems but this fiasco that American Airlines has put their customers through is simply unforgivable. Now, they have lost many loyal customers forever.

✅ Trip Verified | If you want to have a smooth travel do not travel with American Airlines. Each of my flights were 2hr delayed, lost my luggage, terrible customer service. They lost me as a customer.

Not Verified | Upon finding out the night before I was to depart that my flight was cancelled, I called to find out my options to reschedule. I was on hold to Customer Service for over eight hours with no response. I ended up going to the airport to talk to someone directly. I will never fly American again unless I have no other option. There is no acceptable excuse for the lack of communication. There were other negative ramifications due to the lack of response from American that I will not specify due to the length, but the ramifications are permanent and cannot be corrected.

Not Verified | I think they have been on time once in all the flights I have taken. This morning was no different - 10 am flight delayed to noon with no explanation. Then no plane with five minutes to board. Allegedly the plane was on its way but no explanation as to why it's late. Avoid American at all costs.

✅ Trip Verified | The customer service has been horrible! I try to call and it's over a 4 hour wait every time I've tried. My connecting flight from Charlotte to Aruba was cancelled until the next day because they didn't have enough staff. They gave me a $12 food voucher and that's it.

Not Verified | Always delayed. I haven't traveled since covid and thought AA had changed. But here I sit in Denver waiting on yet another 2hr delay. They need to publish their failure rate. In fact all Airlines should publish their failure/success rate. Then they want to know value for money? If the tickets were free and you can't get to you're destination in a timely manner, you're just wasting paper!

Not Verified | This is the worst airline I have ever flown with. They should not even be in business. They never leave on time, the pilots work on they own their time. It is just frustrating with this company because they don’t take off until an hour after departure. I hate this airline.