American Airlines

Not Verified | Got a lovely email at 5 in the morning the day of my flight saying that my original connection had been canceled and I would have to rebook. While I understand things happen it is a little absurd to cancel a flight that day of, give some people some leeway to figure out what other travel arrangements they could make. By the time I checked my email it was impossible to catch half of the options they gave me for rebooking. Beyond the cancelation American is average at best, they're your typical seats and typical flight crew although I would say the plane was a little dirtier than average. On my flight out here the plane was supposed to have wifi, part of the reason I booked that flight so I could get some work done, but lo and behold when we hit cruising altitude the wifi was not working. American did make sure to promote their new credit card to a captive audience while we were on the plane though. I'll be avoiding this airline at all costs in the future.

✅ Trip Verified | I was trying to fly from Providence to Los Angeles Leaving at 5:30 p.m. from Providence and without explanation their app said my flight was delayed 2 hours and so my connection was blown but they offered no solutions or alternatives on the app. In a panic I approached a gate agent at a Providence to Philadelphia flight loading The plane at 4:30 p.m. and asked if I could get on that flight and possibly fly to Los Angeles from Philadelphia that evening and the agent actually made that happen at. I want to give him a compliment for pulling that off. Unfortunately the flight from Philadelphia to Los Angeles was greeted with a slow moving thunderstorm on the airfield and we waited 3 hours in line for the storm to clear and the planes to take off only to find out that our flight crew had been timed out since they had flown up from Orlando to Philadelphia earlier that day so we had to return to the gate and D plane. By then it was close to 8:30 p.m. and we were told the up flight was leaving at 9:15 p.m. but the staff had no other information then the app said no it's changed to midnight and the staff had no more information then it changed to 215AM and the staff just stared at us mutely. Some of us migrated over to a customer service window 5 gates away and after some shouting from stressed out travelers and apologies from ill informed staff members they suddenly started issuing hotel vouchers and $12 meal vouchers but the largest number of travelers never made it to that line and I think many slept in the airport till 9:15 a.m. when they had told us the flight with finally rescheduled for the final time period at the hotel the $12 vouchers didn't work and the poor hotel clerks after many attempts and much time spent frustratingly in putting the voucher numbers gave up and took our credit cards for our food. 3 out of 4 $12 vouchers didn't work at the hotel. One lucky traveler got his voucher to work. Apparently American Airlines had rooms available and decided at midnight to give them to the travelers since other flights were taking off the storm had cleared enough but because they couldn't find a replacement pilot crew we were left stranded till the next day so they decided we deserved rooms but it was all very poorly handled.

✅ Trip Verified | Worst experience ever, a two hour flight was delayed by 4 hours as of right now and to make it worse two of it was inside the plane. If it was an individual that was late even for one minute for what ever reason no one will open it. If American Airlines wasn’t fully equipped and ready to good service maybe they shouldn’t give one at all.

✅ Trip Verified | The airline was notifying customers about changes through text but we would have the captain come over and give us a completely different information. The airline staff was rude to customers about updates. They took our bags off of our flight because they thought we were an inbound flight. They handled the adversity of weather terribly.

✅ Trip Verified | The banality of bad service is impressive. You book a flight, you can’t pick a seat, after you call them directly you’re put on a +4 hr wait list (which then they think it’s appropriate to call you at midnight), the online help option is useless, and so on… What else is there to say about this airline that hasn’t already been said. I typically flew for work multiple times a month, and after my latest experience with their inability to even provide the service they offer, I’ve already made plans to use other airlines rather than keep a sorry excuse for an airline in the industry.

✅ Trip Verified | So just booked over $4,000 worth of tickets for January 2022 and then they show I have to call American Airlines to get a seat assignment for my group of 4. So I call them. They tell me it will be a 2-3 hour wait. OK, fine. They say they will call me back and I won't lose my place in line, so I choose that option. Then they tell me I can choose to have someone call me tomorrow or the next day, up to a week from today. But nothing for today. So I go back to stay on hold for 2-3 hours. No problem, I understand they are busy and want to hire only one person to handle all of their customers. Now comes the crazy part, every 12 seconds: 1. Vouchers expiring between March 1, 2020 and December 31, 2020 may be extended for 1 year by contacting customer relations on AA.com. 2. Vouchers expiring between January 1, 2021 and May 31, 2021 are automatically extended to expire on March 31, 2022 And this goes on and on. Instead of helping, they seem to enjoy hurting people. This is a horrid way to take care of your customers.

✅ Trip Verified | The only thing dependable about AA is that they never fail to disappoint you. I had a nice time with very professional, gracious, & courteous agents in the Flagship Lounge. As soon as I joined the Priority boarding line an agent began to bark at me about the coca-cola I had brought from the lounge (even in First Class you'll sit in your seat for an hour before being offered something to drink so I brought one with me). Apparently, as explained by a less abrasive agent, if there is no lid on your soda the agents will assume without reason that you have alcohol in it and so cannot bring it with you. I fail to understand how a lid over a cup will neutralise any alcohol inside if there were any, just as I will never understand the discourtesy and cloddishness of American Airlines' ground crew. There must be a professional way to address this issue without embarassing a retired 60-year old schoolteacher in front of the entire boarding lounge. Think about it, AA, isn't there a better way? I've read they are suspending alcohol sales onboard because of disruptive behaviour from the passengers. It is my judgment that the passengers have not arrive at the airport in such hostile mood until they encounter this airline's staff of jobsworths.

Not Verified | Missed my flight due to long check in line in Austin. I had an international flight from Austin to Amsterdam, with a layover in Dallas. I stood in line for 3,5 hours to be checked in to Dallas. Nobody cares about your flight, they just simply raise there arms if you ask for help. Asked 5 different AA staff for help nobody cares. They put me on 2 flights after the one I was originally on. By the time I got to Dallas supposed agents would be at the gate helping passengers, not an agent to be seen. From there I was treated with no dignity, staff is rude and instead of helping that actually make it more difficult for the passenger. Rebooked for next day and the rest I could figure out for myself and pay out of pocket over 400 dollar extra cost. Even after talking with the supervisor, they refused help.

✅ Trip Verified | Terrible service! I don’t fly American often, but it seems there is a delay every time I do. This time I was using a canceled flight to HI and rebooked for Albuquerque. I was told by the agent online that I could use the Admiral Club, but was rudely denied upon my arrival at the DFW airport. Then to make matters worse, a long layover was even longer due to there being NO plane! It appears that 2 flights have been combined, so it will be interesting to see if I actually get out of here today, much less have my Oregonian seat on row 3. If you can’t fly Delta, I would much rather fly SW over AA. The exact same thing happened in DFW a few years ago. AA’s delays made me miss my connecting flight to Japan. The plane was still there, but they just closed the door and wouldn’t let us on. I had to totally book another flight on my on because the service desk was no help!

✅ Trip Verified | AA customer service is deteriorating daily. Their review rankings is not by any means a farce. I have been a loyal Advantage Member for years but I am moving on. Try another airline that value customers. They don’t even care their ranks are falling. Customer Service agents are rude, impatient, and incompetent. Missing connection because of a delayed flight and an attempt to rebook on another flight was a fiasco.