American Airlines

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.

Not Verified | Avoid American Airlines if you cannot risk your flight get delayed or canceled. We will never book this horrible airline again. Our flight get delayed 3 times and then canceled, one time we got on board but had to get off due to mechanical problems. It was all due to mechanical problems but they blamed it to weather. Then, they made it so hard to transfer us to a new flight for next day and offered us a flight 2 days later after waiting in line for 5 hours for customer service. In the end, they made it like they were giving us a favor by offering a next day flight with one stop and 12 hours layover for our direct flight. Horrible experience, never fly with this airline again!

Not Verified | Objectively terrible airline. Early morning flight was delayed by 2 hours and trip plan wasn't automatically booked liked Delta. If I didn't wake up at 3am to check on the flight, I would have to leave on a flight the next day. I am never flying with this airline ever again. Amenities are sub par compared to Delta as well.

✅ Trip Verified | The personnel at the boarding area are rude. I complained to a supervisor and her excuse was that it was busy. Supervisors should make sure all employees are friendly

Not Verified | I don't think I could give less of a review. My son was traveling as an unaccompanied minor today. He had a connection flight and they gave his seat away to someone on standby. I was never notified! I spent hours trying to find where my son was, went to my local airport to find he was still in his connection city. Not given an update as to what flight he was being put on or departure time they let me talk to him but no one from American Airlines would get on the phone with me. I've been on hold for 8 hours trying to speak to someone in customer service and still cannot connect with anyone. I was told by my local airport the next flight they're putting him on may get canceled but it's the last flight out for the day. I asked what happens to my son overnight and am told they don't know I'll have to talk to someone in customer service about that! The same customer service that I've been on hold with. I don't even have the words to express what they have put me through and not the local airport or Charlotte Airport American Airlines staff seem to care I didn't know where my son was or what flight he was on. They see nothing wrong in the fact they never notified me they gave his seat away and put him on a different flight. Do not trust your loved ones with this airline