American Airlines

Not Verified | It was just a horrible horrible experience. Let's just say my family and I are stuck in a hotel 20 hours away from home with another flight canceled less than a couple hours from when we were supposed to leave in the morning. Have to check out of the hotel by 11 am. No where to go and no luggage. Worst airline ever.

Not Verified | Disaster from the start. First round, flight canceled set us back a whole day in our trip. On the way home absolutely chaotic. Will never recommend AA to anyone ever! Also at this point a hotel and food vouchers, if we are even offered them is a slap in the face. Standing in a line that was more than 100 people long, with equally angry people. Told at one point we may make it home tomorrow. Will find out if we ever make it to the service counter. Didn't call since the lady in front of us has been trying for 3 hours to talk to a live human.

✅ Trip Verified | Customers have no recourse for airlines mistakes. I purchased roundtrip tickets and upgraded (using my advantage miles) to exit row seats because i'm 6'5" and need the extra space. Someone my height cannot sit in the regular seats without encroaching on either side of the seat, its very uncomfortable. I checked in via mobile at 4AM and everything appeared fine with the correct seat. When i checked in at the kiosk in the airport using the qr code sent to me, initially the exit row seat was shown to me and then a message popped up saying my seat had been changed. The agent at the counter said she could do nothing about it but the person at the gate could. I made it to gate A37 and when i explained the issue, she immediately started implying that i did something wrong. She first said that it appeared i changed flights, then she said i didn't actually purchase the upgrade. She also said the qr code on my phone could have been created by anyone, implying i fabricated it. None of the Agents or people i talked to wanted to help. All of their answers were to try to get rid of me and push me along. The Agent at Gate A37 was the worst, using passive aggressiveness to imply i was wrong and get rid of me. When i found the email for my seat upgrade, i went back to the counter. She said she didn’t have time to help me, the seat can’t be changed and the charge would be reversed. I'm 6'5" its not about reversing the charge, its about me purchasing an upgrade for a seat out of necessity and the Airline changing it at the last minute for no reason and thinking that money is going to fix it. Both flight attendants looked at me as if i was just complaining and the male attendant looked at me and said "I don't make the seat assignments, so what can i do, nothing". No one cared that my knees are bad and the long 3 hour flight what hurt. No one cared that i purchased an exit row seat and it was changed. So even though i purchased seat upgrades, AA didn't give a damn and everyone from the ticket agent, the gate agent and the flight attendants all have the I don't care attitude.

✅ Trip Verified | Was to fly out of St. Louis at 5:50am to Miami for a connecting flight to Cozumel. Arrived at airport at 3:30am after driving 2 hours. Once at the gate waited til time to board and all was going fine. Boarded the plane at the scheduled time and that’s when the trip began to go bad. Sat on the plane for 1 hour while “maintenance” attempted to fix a software issue. Plane was then unloaded while they continued to work on plane. New departure time was set for 8am, and I began to talk to staff about a different flight option so that connecting flight could be made, and was offered little assistance. 8am came and went and departure was then pushed to 9am. Still no help from AA to help get myself and group to Miami for connection. At 9 am passengers were informed that plane was awaiting a part that was intended to arrive around noon, and departure was pushed to 12:30pm. At this time there was absolutely no way we would make it to Miami and then to Cozumel. AA still would not help correct this situation and then flight was pushed further back to 8:30pm. Had to reschedule to flights tomorrow. During all of this we find out the plane had this known issue the day prior and was not corrected over night and crew were hoping it would magically work today. Now out a night at the resort in Cozumel and stuck in a poor hotel in St. Louis. Absolute lack of AA to correct the problem before it became worse and complete disregard to how it affects their customers.

Not Verified | Delayed flight and lost connection in NC to Tennessee and my minor daughters at the airport waiting until the next day or they would take them to a hotel alone outside the airport with the dangers of today. Call American Airline, explain the situation and me They responded like computers without putting a minute instead of a parent, that the connecting flight was not going to wait being from the same airline, inhuman and unprofessional.

Not Verified | My spouse and I are frequent flyers and this is by far the worst experience we have had in 10 years. This has nothing to do with any Covid or mask policies and 100% to do with American Airlines lack of customer service and communication. After a wonderful vacation to Hawaii our flight was delayed which almost made us miss our connecting flight. After running through the Chicago airport we got to our gate in time only to have our boarding passes not work. The agents told us that they thought we wouldn’t make it so they gave up our seats and rebooked us on a flight 12 hours later going to a different airport! Livid - we eventually were able to be transferred to a United Airlines flight arriving to yet another airport and we were assured they would transfer our luggage. After arriving, we find that our luggage did not make it and American Airlines never gave it to United. United Airlines submitted a claim and has been incredibly helpful and even physically walked down to American Airlines baggage to find no one. For over 24 hours United Airlines, myself, and my spouse have been trying to contact anyone from American Airlines only to be put on hold for hours. Still have no update. When choosing an airline choose any other airline! You pay too much for the incredible lack of care and customer service.

✅ Trip Verified | Staff member was condescending and extremely rude! We sat at the back of the aircraft, we looked back several times to see that she and the other man with her were not wearing their masks but were demanding the people in front of us wore theirs, what an odd display! Only one of the 4 attendants was pleasant. The others had very bad attitudes and were not willing to help whatsoever, when I asked a question they acted like it was not their job and were put out to have to help! I brought a mask I was told was not sufficient! I asked for a cocktail and was told I wasn’t first class! If told that when booking we would have booked 1st class! However I am more than happy to purchase my drinks! The touch screen displays are absolutely disgusting, I fly very frequently. This will be my last trip with American Airlines! With or without Covid-19 this is not sanitary! See pictures attached. These are our touch screens on the headrest.

✅ Trip Verified | First of all they lost our baggage not once, not twice, but three times! Also the first flight we took back home stopped in Philly. Our flight from Miami to Philly was delayed an hour and fifty minutes because the captain forgot their “log book”. The flight we had from Charlotte to Miami was delayed due to weather, which is understandable. But after boarding we ended on waiting another hour for a caption because they didn’t think to have anyone ready to fly the plane before boarding it. All around a terrible flight experience and I legitimately paid the same amount of money for my seats on the flight that I did for the actual tickets. Not to mention I got seats right next to each other and on every flight I had I was not seated next to my boyfriend. Kinda disappointed honestly.

Not Verified | False weather cancelation. Several weeks out, our flight was changed from our originally scheduled travel times which threw the first wrench into our plans. The night before our 8am flight, we received notice that the first leg of our trip was delayed which would cause us to miss our connection. In the middle of the night, we received notice that our flight was canceled, with no alternative provided. We called AA and after waiting on hold for over an hour at 2am, we were told we’d have to contact our travel agent (booked through Chase bank) or pay $50. After several hours on hold and dropped calls, we were told the cancelation was due to weather, however, no other flights were canceled in either airports along the two legs. We were also told our flight did not quality for refund. At that point, we were on the hook to pay for a substitute flight and last minute flights were 5x what we paid. Horrible experience and ruined trip. I will never fly AA again.

✅ Trip Verified | I am devastated at how corporations selectively forget that people do not have to be exploited in favor of the bottom line. For the first time since COVID, my family and I are about to travel. This morning, when I went in to check on tomorrow's flight, I found out it was cancelled. There was NO communication from American that there had been a change. In the midst of trying to incorporate this change into our plans, I made the mistake of purchasing seats that weren't needed for our other flights. To be fair, it was my mistake. It appeared that seats had not been chosen for our connecting and return flights (they had been, but I was under the impression this changed suddenly as other aspects of the trip had changed without any communication from the airline) and the only seats that were available were the upgrades. I didn't want or need the upgrades. But it appeared that there were no other options. I realized shortly thereafter that there was confusion and misunderstanding and contacted American immediately. The initial agent was kind and understanding about the confusion. The supervisor was not and refused any possible way of working this out so that both I and the airline would be ok. No refunds. Period. No credit or other efforts to buffer the cost. Period. You screwed up (based on our miscommunication) and you still pay. Period. Sparing a lot of unnecessary details here, at the end of the day, I wasted $300 on a misunderstanding I tried to fix, which certainly impacts me much harder than it does American. This should have been an easy fix on American's part. It stinks to start off what is supposed to be a refreshing time of finally getting to travel with such disappointment.