American Airlines

Not Verified | Not about the flight, ticket, changing flight, cancelation of flight, customer service. Booking was a breeze, but downhill from there. To change flight computer program not working, phone call on hold for 4 hours just to get disconnected. Flight time 7.03 pm, canceled flight after sitting in airport for 6 hrs, rescheduled flight in line until after midnight. Poorest of customer service around.

Not Verified | American Airlines is the absolute worse airline ever. I had trouble with Delta in the 1990's but American is worse than Delta was. American cancelled our flight moments before we got to the airport without an explanation. Now my wife and I are sitting in the airport for 5 hours waiting for the next plane that we are on standby. Next time we fly it will be with United or Frontier.

Not Verified | Flying is stressful enough with the masks and the weather. American makes it worse by adding incompetence and indifference to the equation. Think “incompetence” too harsh? First leg delayed over 90 min due to engine tech installing wrong grade of oil. Call it what you want. Rebooked flight delayed an hour for weather, had attendant call gate to ask for hold of five minutes for three more of us, arrived at gate in final minutes, nobody there, door locked, agents came out, indifferent. “We waited long as we could. Sorry” Watched plane sit at jetway another 15 min. Had to get flight to city four hours away and hope for the best, spending night in terminal. No efficiency, every step slow, jetway driver slow. Just poorly run at every phase.

✅ Trip Verified | Flight was delayed several times, finally canceled flight after waiting all day. Been on hold with customer service for 2 hours, no one will answer. Been standing in line for hours, no customer service at all. They do not care about customers, can’t even get ahold of anyone to talk too. Everyone is rude, lost out on a day of work and have no idea where my bags are. Got stuck with a hotel bill for the night too. After dealing with this fiasco it cost me an $300 in food, room and I had to go buy some clothes. I understand things happen but they could at least cover the hotel room, and make themselves available to talk to. They truly do not care about you. Terrible company from the top down, management makes or breaks a company and they are breaking American. Eventually folks will just stop using them, I know I will.

Not Verified | Yesterday my first flight from Orlando to Miami was delayed due to inclement weather which made me miss my connection flight to London Heathrow. The problem with the situation I have is that when my first flight landed in Miami it took extra time to find a terminal since all of them where taken plus once they found a terminal that was free they where having technical difficulties with the door which added another 15 minutes until we could actually exit the plane. Upon getting released I had 5 minutes to catch my next flight to London which was in the E terminal, I had ran the whole way across the airport to catch it and to my dismay I was too late since the gate was already closed. I had talked to one of the clerks before getting on the plane and he wasn't helpful at all and told me that if I ran then I would be able to catch it. Since I missed that connection flight I had to pay for a hotel that should not have come out of my pocket and I'm still without my luggage. I have had to pay out of my own pocket for a change of clothes. Today, 7Jun 21 I made a complaint yesterday on my missing luggage, out of pocket hotel expenses due to the delay of my first flight. Now I am contacting you today because I received my luggage back which was brand new and this was the first time I used it and now it is severely damaged with holes on it and a missing lock on one of my suitcases.

✅ Trip Verified | Avoid this airline at all costs. They charge a lot and can’t be on time to save their lives. If you enjoy sitting in the airport for hours while your plane is continuously delayed 2-3 times, this is your airline. And then, if you miss a connection due to their late take off, they do the bare minimum to ‘help’.

✅ Trip Verified | American Airlines suck. My flight got canceled and i was forced to choose another flight that is a total inconvenience. 4 hour wait in the phone and when tried to get help at the airport was told that all other flights are full even though online they are still selling tickets for them. I'll never use them again as its not the first time they have done this. Plus they refused to give me a reason why my flight was canceled. Choose your airline wisely. Total joke of an airline.

Not Verified | I was on a school tour with about 28 kids in our group. We were touring Washington DC and we had a flight from DC to Charlotte, NC. Our flight was on time but then we had a delay because one of the bathrooms was not working and we sat on the plane for about an hour and then deplaned. We waited off the plane for another hour, and then we got back onto another plane. Again, we had a delay. We sat on the plane for another hour because they had to wait on the fuel. Our original flight was supposed to leave at 7.45 but Charlotte is a very short flight from DC. We got to Charlotte at 12.03 that night. To make things worse, flight attendants were rude and not assuring and they were not helpful to the situation. Never flying on this airline again and please never fly on American.

✅ Trip Verified | The worst experience I’ve ever had trying to check in for an AA flight and getting charged $1250 for an upgrade that I did not get. After trying to upgrade from economy to premium economy and getting told that the “system” is not working and there are no two seats together, the clerk said we could ask at the gate or if we want to upgrade to business, she could do that for $600. I agreed to pay $600 for two of us to upgrade to business. I asked “600 total for two yes?”. The clerk said “yes 617.90 total for both”. She then took my card and processed $1250 on it. Then went “oops, seems it’s 600 per person” after the charge already went through. She could then not refund the amount and disappeared to get a supervisor who could also not do anything about it. Taking the whole experience to 2.5 hours of waiting at which point we had to leave with our original tickets to make it through security on time. And no refund. At the gate, different clerks said that there was nothing they could do to process any upgrades as they have the same system. When they called the original clerk they asked her why she tried to process business class tickets because a two level upgrade (from economy to business) is not even possible on American. To which the original genius had no answer. To make matters worse, when we got onto the plane (last to board) there was two sets of two seats together in premium economy, totally unoccupied. Which were then offered for free for the people in the first 2 rows of economy. The level of incompetence and lack of willingness to do anything to help resolve this is outstanding. I am still out $1250 and the final word from the clerks was that I would have to call American myself and ask to speak with the refunds department to request a refund for an upgrade that never happened. On my own.

Not Verified | We left Columbia, SC yesterday afternoon at 4:30. We arrived to DFW expecting to fly out at 8:00 p.m. and the flight was continuously delayed every 30 minutes due to mechanical issues. We finally boarded a plane around 1:00 a.m. After sitting on this plane for 45 minutes, it was finally announced the flight was cancelled. We deboarded the plane and waited in a line of at least 150 customers in front of us trying to get rerouted, no thanks to the online option of rebooting where they wanted us to pay an extra $200. We stood in line for a good 90 minutes before they shut the line down, waiting for a new crew to come in at 3:00 a.m. At 3:15 one customer service agent arrived and was able to get us booked for a flight leaving at 6:10 to Denver, followed by a change over with united to a flight to Salt Lake City, our final destination. Our flight from unit arrived an hour ago. No bag was transferred from American Airlines. So here we sit waiting for the bag. We just learned our bag is on a different flight from DFW and will arrive shortly. Worst customer service. We should have been home at our house last night by 11:00 p.m. and now it's the next day at 11:00 ... still waiting for a bag. Unfortunately, this is not our first issue with American Airlines. Under absolutely no circumstances will we fly on this airline again. I will pay more for a competent airline that values their customers. Of note, United Airlines was more than helpful when it came to trying to hunt down our bag. We will be choosing United Airlines in the future.