American Airlines

✅ Trip Verified | This review is about the lack a customer service and ignorance of American Airline's employees. Traveling back from Mexico to Chicago my son was not allowed on the plane. He tested positive prior to leaving the US for Covid. Per new CDC guidelines and as posted on AA's website and the US consulate in Mexico, he had a note from a certified physician clearing him for work and travel as well as a copy of the positive test. The ticket agent said because the test was not 14 day prior to his flight back to the US said he could not be allowed to board. There is nothing in any of the sources I listed that state this. When asked to meet with a supervisor we were told the decision was made and the supervisor could only be reached by email. We asked for a phone number and were denied. My son was threated with detainment if he did not leave. He went back to our resort at our expense and had to wait for a decision. Once I arrived in Chicago, I spent 1 hour and 43 minutes talking to 4 different so called customer service agents for AA. 3 times after several minutes I was disconnected. 2 of the 4 agreed with us that my son should not have been denied to board and 2 agreed with the Mexican ticket agent. How can 4 employees doing the same job have different answers for such an important issue? One word, incompetence. Finally a very rude reservation supervisor said nothing could be done in the US and we had to deal with the Mexico airport? This was an AA error it had nothing to do with the airport. Our resolution was to book a flight the next day on a different airline. With the exact same documentation my son was allowed to board and is home safe. My advise for international flights DO NOT USE AA. They do not know how to interpret CDC guidelines or train the employees.

✅ Trip Verified | Today is my 39 year wedding anniversary. The first leg of our flight was delayed an hour and a half because of mechanical reasons. We arrived at our second leg gate five minutes after the scheduled departure time. This was for a flight from DFW to Cancun Mexico. We ran the entire way trying to get to the gate. We had been in communication with our flight attendant, I am angry that rather than wait 5-10 minutes for passengers on the last flight of the day they decided not really to care. This is not an isolated incidents for American Airlines. My family normally fly Southwest Airlines and in the situation they would’ve waited. The personal factor is significant. After today I’m gonna fly any airline but American. This mini vacation was only four days and now it’s really going to be abbreviated. And also disappointing given that it’s our anniversary. American doesn’t value individuals in contract to Southwest Airlines.

Not Verified | Last October and 2-2-21 I cancelled flights. I have spent many hours on the phone (got hung up on just this morning) as well as many emails (25 or 30) with customer relations trying to receive a voucher for a cancelled flights to Jamaica and Allentown, PA. Customer relations says "check your email spam" which I do. At least 40 times I have requested that info via phone and email How hard can it be? I wish someone there would get their act together. BTW when I asked to speak with a manager this morning, AA hung up. If I didn't have a $636.39 credit, I would be thoroughly finished with AA

✅ Trip Verified | American Airlines needs to get fully informed on the BS new mask mandate. They claim double cloth, but no gaiters. They claim following CDC. CDC shares that if a gaiter is used that it should be folded into two layers to comply. AA can’t seem to understand this. I flew all week with no issues. First segment on 2/4/21 from FLL to CLT No issues. But these idiots from CLT to DAY just couldn’t comprehend that their information is incorrect. Study up AA and make your policies more detailed because as a weekly traveler I sure was able to shred holes in your written policy using your own policy.

Not Verified | I would just like to say Thank you to American Airlines for looking out for my Military son. They were able to quickly make changes for him due to unforeseen circumstances. No charge change for him.

Not Verified | Only reason we flew with this airlines was because they advertised direct flights after purchased both flights were given layovers, but most importantly during this time of pandemic they think they don’t have to follow the safety rules and precautions for their customer and staffs health! Both me and my girlfriend tested positive for covid 19 after being on there packed flight from Miami to Boston, they had all of us sitting next to strangers instead of seats right next to each other and it was a full plane. We previously tested negative to get on the flight from Punta Cana to Miami. Never flying AA again

Not Verified | Flight from Miami to Boston at the end of January did anyone else test positive for COVID? I am ashamed of this airline, I will never fly with them again. Absolutely no social distancing on this flight. Every single seat was taken, I am disgusted. Not to mention our flight was delayed yet again due to the plane being unfit to fly seeing that this is a trend with this airline inconveniencing every single person on this flight. Disgrace. Never again. Will never fly this airline again.

Not Verified | Worst Airline in the world. I am from Texas, my daughter goes to college on the East Coast, she’s been flying on American Airlines from Texas quite a few times and always the flight is delayed somehow. So now we thought they cleaned up their act, today she was traveling from Houston to New Jersey and her flight got delayed from Houston 1 hour for no reason, so she missed the scheduled flight from Dallas to New Jersey. So she got reservation for the 5.00 pm flight and she checked in now they’re saying an hour delayed. Now they’re saying it’s delayed till 6.45 pm don’t think they ever fly on time at all. Don’t fly American, they delay the flight for no reason.

✅ Trip Verified | Horrible. My plane was supposed to leave from DSM to Chicago at 6.05am, the pilot called at 5.30am to say he was sick. They then changed our flight to 7.45am with a replacement local pilot who at 6.14am cancelled or was unable to get a hold of the pilot. So our flight got changed to 10am. It is now 9.51am and they have not even called us to start boarding the plane so no telling if the pilot is really here or just running behind. So unprofessional. The attendants and customer service offered me $12 voucher for food when let’s be honest that won’t get you far at an airport. No other compensation. I have never experienced such an unprofessional, inconsiderate, and rude experience in my life. I’m in disbelief with their customer service.

Not Verified | Flt attendants (DC based) were not professional. After 3 announcements about facial masks being worn, a fellow passenger was seating, usual stuff to arrange bags and seat belts etc. He had to remove his mask momentarily due to the space and cargo he was carrying the and the flight attendant jumped in his face asking why he wasn't wearing a mask. He described to her the issue but she was not having any of it. He explained he had to remove it but was putting it back on. Maybe it was off for 10 seconds. He asked her if these was a problem? Well that was it, she ran to the pilot and told him about an unruly passenger. I have never seen such a display of unprofessionalism in my 35 years of travel. Of course this caused a delay to the flight and many people missed their connections in DFW. I have never ever seen such a display of overreach of power. I was tempted on exiting the plane myself just because of the shear rudeness.