American Airlines

✅ Trip Verified | My family and I planned our annual snowboard trip to Park City and we chose to fly American because they had the latest departure on our return flight home. We always snowboard the last day of our trip and then fly home in the evening. Well, American messed that all up for us. Both of our initial flights were changed and the only flight they had available to return home was so early that we were not able to board the last day of our trip, even though we purchased tickets in advanced and had to eat almost $600 for our entire family. The only concession American was willing to make was to put us on a flight the next morning- which would mean we would have to pay for an extra night at our hotel, which was sold out. No refund or credit was given. We won’t be flying this airline ever again!

✅ Trip Verified | The self serve kiosks seem like a good idea, but people are not good at it and it caused me to miss my flight by 10 mins because my bag needed checked in 45 prior to boarding. Even with 35 minutes left until boarding, I was only given the option of flying the next day, and I had to pay $200 or be on standby, which was not guaranteed. Additionally, the rep was mad even before I got to her. I realize it's a difficult job, but if you are only going to be frustrated and short with people, maybe you should look into another line of work. Overall, American is pretty terrible, but this experience left me very frustrated. I could not get further up in the line even though I was missing my window to check my bag. The one person they had helping people get to kiosks could've been bringing people who were flying immediately to the front, or they could've offered to check my bag at the gate. Poor attitude and no real offers to resolve anything. Lastly, I was charged $30 again for bag fees. Everyone should know that you cannot talk to anyone about these customer service issues, you just submit online and they send back an email stating how sorry they are and even though they can't help you, they will forward your concerns to leadership so they can hear it. I'll be flying a different carrier from here on out.

Not Verified | I had a flight booked for March to take a cruise out of Miami. The cruise was cancelled. I re-booked for December. The airfare was a total (for 3 of us) a savings for us at $217.50. I had to fight for the credit to my credit card for the pre-paid seats, which I finally received. I called many times to get the credit for the difference in airfare credited to my credit card. I never received a call back from a "manager", and even emailed the CEO three times to get a credit rather than a voucher, which I can never use before the expiration date. Contrast to Delta, they were so nice and did whatever was needed to accommodate the disruption caused by covid. Will never use them again!

✅ Trip Verified | The worst airline me or my family has ever been on. Flights 3 times, seats switched without refund, gates switched without informing anyone. They don't help in any way when it's their fault and yes the snow storm on in Texas was no reason to not fly, the airport was fine.

✅ Trip Verified | I had a layover from American Airlines to spirit airlines and spirit rejected my personal items. So I missed my connecting flight. The layover was 16hrs. So at that point I was livid and ready to go home. I tried to get my flight changed through the company I purchased tickets from. And they told me I was not going to be able to and I wasn’t going to get a refund or a flight back home the same day. Stressed and anxious I asked Bernadette for help as I realized I wasn’t going to get any customer service support from the Spirit Airlines or the booking company. She was able to help me and book a flight for me as well as Barry from ticketing. I cannot stress enough how much American Airlines customer service is FABULOUS! I was able to get a flight home same day! Which I was told was a snow balls chance in hell of getting. I will be only using American Airlines because of this experience! I pride myself on being a loyal customer, thank you American Airlines for all your help and thank you for critical problem solving in such short notice!

Not Verified | Fly another airline! They just canceled our flight for the 5th time, with no compensation. We’ve had to pay out of pocket for a hotel for 3 days. Our luggage has been checked and we have no rental car. Our infant is without food and diapers and they do not care at all. The worst traveling experience I’ve ever had.

✅ Trip Verified | Fly with anyone else. They were uniformative. This was the first and last time I will ever fly with american airlines. They damaged my luggage. It was the first time I had ever used the luggage. It was ripped and there are holes in the front. They also broke the wheel so it doesn't roll properly anymore.

✅ Trip Verified | I do not recommend flying American Airlines! Every seat was booked. No social distancing! Not clean. Didn’t feel safe. Due to the weather conditions our flight was canceled from HH. Once American canceled the flight the staff didn’t know how to help a plane full of stranded customers. Not enough American flights out of Savannah, Charlotte or Charleston. If you were lucky to get a flight get here we’re NO seats available. We walked away from the counter with NO flight to get home. Stranded! In order to get to Chicago O’Hare. We had to book a new flight on Delta for $1,012.00 and rent another vehicle to fly out of Savannah. I received an email 20 hours later saying they booked us a flight leaving tomorrow. Thursday! Awful experience. I recommend flying DELTA. They practice COVID-19 safety! No one sitting next to you. And they gave out complimentary water and snacks. Very Friendly too. They care about their passengers.

✅ Trip Verified | When we booked our reservation, it was last minute and when we got to the airport we realized that we are not seated together. At the ticket counter the agent said that in order for my friend to sit with me, there is an upgrade fee to a better seat with leg room. We thought it was odd, but we bought the ticket for $31.16. When we got to the plane, there was NO DIFFERENCE between the seat that he was in and the seat that he moved to except to sit next to me. No leg room difference. I disputed it with the flight attendant, I also had taken down the name of a witness who thought it was ridiculous and I disputed it with the customer service when I got back into town. They swore up and down that it was a more premium seat and refuse to refund the $31.16 fee that was needlessly and deceptively sold to us. I don't recommend flying with American Airlines as they overcharge and don't do right when so much proof is presented.

Not Verified | First off I wanted to start with saying I rarely or never use AA and I do not foresee myself, my family or my employees using AA again. original booking Oct 2020 flights were changed twice and had to reschedule vacation, outgoing SLC - OGG added 5 hrs to my trip. OGG - SLC was delayed several times, multiple gate changes without notice, arrival was late to SLC, landed at 8:07PM Bags scanned and offloaded at 8:20 PM bags did not make the SLC Carousel until 10:15 PM, no updates nothing. I contacted AA baggage in airport and he shrugged it off as oh well just wait. Then I called Customer Service 800 # for AA and she was very unhelpful. Multiple airlines baggage come and went while all passengers from AA2999 stood around not getting answers. With the increased fares, additional baggage charges and wasted time from delayed and/or forced changes to itineraries, I find it appalling that the customer service is this bad, only forcing me to not make changes from Delta or United Airlines, I would rather book with Frontier, Southwest or Alaskan Airlines than have to go through this again. I will be sending a certified letter to the board of directors, I am a Million Mile client with Delta. Shame on me for trying to use another airline that is not capable of offering the same great service as their counterparts.