American Airlines

Not Verified | This was going to be my first time flying with American Airlines. I had a vacation package booked for this weekend to Mexico flying out of MIAMI for my husband surprise birthday . All exclusive Resort (which I was told AA was the best for these types of packages) All excited to go however the day before we leave an unexpected change (set back) happened therefore were unable to go. Thursday 5/20/21 my travel agent has been trying to get threw to anyone within Customer service as soon as she does 7 hours later and that's waiting on the call back the phone was disconnected nobody from AA had the curstey to call her back the professionalism was gone once that happened. Moving forward to 5/21/21 at 7:30am let's try again but this time we need management to be involved left a couple of VOICE MAILS and as of now still have not received a call back nor an email. (5/22/2021 1:30am ) still waiting. The disappointment and sadness I feel as a new customer words can't explain. What hurts the most is the poor customer service that could've been corrected once the phone was disconnected. Now that no one has called my agent back makes me feel like my hard earn money and the excitement I wanted to see my husband have has gone Down the drain. The thing about this is I don't want the money back we just needed a voucher so we can rebook Within a couple of weeks. So now instead of my husband enjoying his Birthday he has to watch me sit and worry if anything will happen if we'll receive a call back. My fear is next week comes and AA says oh sorry there's nothing we can do it's to late but we've been trying since Thursday. I truly do understand that people are busy but for a well known company to not have one person to do call backs or the Manager that was left the voicemail not return a call is unacceptable.

✅ Trip Verified | American Airlines was almost unbearable before the pandemic, but they’ve used Covid as an excuse to drop customer service and comfort to even lower levels. Other airlines have not stopped beverage and snack service. American gives passengers a child’s tiny water bottle bottle, a minuscule bag of pretzels, and an alcohol wipe. No drinks or snacks available for purchase, at all! Seats are so cramped that you really need a drink to make the flight bearable. Also, onboard WiFi did not work. Just prior to our return flight, it was discovered that lightning had hit the wing during a previous flight. These aircraft are built to withstand multiple lightning strikes. We were allowed to board, sit for 1.5 hours and then taken off of the plane. We waited in terminal for 6 hours before being sent to a hotel and forced to fly home the next day. Very disorganized response to a fairly common situation. I never thought I would say this, but American Airlines makes Spirit Airlines look like a top end premium Airline! Wish I could give negative star ratings!

✅ Trip Verified | For the fourth time this year American Airlines has delayed a flight with no rhyme or reason and taken 3 hours away from my trip. No big deal to them but a pretty major deal to me since I have very limited time to visit home. If I can help it I will never ever fly this airline again. This is so ridiculous I don't see how they can treat people like this.

✅ Trip Verified | This was hands down the worst airline I have flown. The plane got delayed got stuck in Dallas, they refused to help or refund ticket, 10 plus hours waiting over night. They would not provide room, no drink on plane. I will never fly with them again.

✅ Trip Verified | I bought a first class ticket and the tv I was supposed to be able to use was broken on the whole left side of the plane. The upgrade to first class was promised food and they only served trail mix. This is the worse experience I’ve been in. They didn’t care and wouldn’t help in any way.

✅ Trip Verified | Great service. Very prompt. The ticketing agent and staff went above and beyond to accommodate me. They were very understanding and patient. I have flown many times throughout my life on many different airlines and I wanted to make a point to leave a positive review because of how helpful they were. Thanks! Will definitely fly American again!

✅ Trip Verified | We stood in line in St. Lucia for over 2.5 hours because they only had 2 windows open to check in people for 3 international flights. This was similar to our other 2 legs only worse leaving St. Lucia. When we got to the window the attendant didn't process us as expected and did not/would not tell us what was wrong. When we pushed, he finally admitted he couldn't find evidence that we had flown to the island on American a week earlier. We definitely had. Our tickets and flight information on our phones, nor our stamps on our passports convinced them of this. We could hear overhead announcements calling us to board our plane so we offered to buy new tickets and work this out late, but the attendant stood with the phone to his ear like some inanimate object with no ability of problem solve. After an hour with him, we insisted on speaking to his supervisor. A lady with better communication skills came out and only took one more hour to get us a room and taxi to overnight at Coconut Bay. With no resolution as to what went wrong and now with expired covid tests they put us on a flight the next day, so that we arrived home in the midst of a blizzard.

Not Verified | It’s always something with AA. Delays, mechanical issues, you name it. Every time I fly AA I say “this is the last time”. Shame on me. If I ran my business the way AA runs theirs I would have to shut down. I wish Southwest Airlines would just buy up all the other airlines. Nothing compares to their customer experience. How does AA stay in business? Supply and demand I suppose. Oh well, I would highly recommend not flying AA. You are better off driving, even if it takes an extra day. If you do choose to fly AA, pack a toothbrush and some clean undies in your carry on. You’re gonna need em!

✅ Trip Verified | The worst airline with the worst customer service ever! AA cancelled the 1st leg of my trip then charged me to rebook because I had no choice but to drive 5 hours to catch my connecting flight. I was charged a change fee and the ticket prices at a higher cost and 30 days later no refund for cancelled ticket or extra charges. In addition the reps are rude and have even gone so far as to hang up. You can’t get a response from customer service email so I gave files claim with credit card!

Not Verified | American Airlines is not family friendly. I was traveling with 3 children ages 5, 3 and 8 weeks. I asked to pre board as stated on the website for additional time to get all my children settled. The employee at the gate would not allow us to board until group 5 which held up everyone boarding behind us. I will not travel with American Airlines again