American Airlines

Not Verified | American Airlines has terrible customer service. Our flight to Mexico was canceled due to the virus, but the return flight was not. We booked a round trip through priceline, but they sold the tickets as two one-way tickets. American Airlines is refusing to refund our return flight because they flew essential passengers back from Mexico. So they fully admit that they could not fly us to Mexico, but they said they would have been able to fly us back. This is insane. The customer service rep, Kimberly, said "I could refund you, but I wont" and that I should also feel sorry for American Airlines. I told her I was going to write a bad review and she said many people do and that it really doesn't matter.

✅ Trip Verified | America Airlines changed my flight times and gave me the option to either get a voucher or cancel flight and get a refund. I choose to cancel and get refund in which they recommend going thru their poorly designed website. So i began the cancellation process and request a refund as it ask you this question several times and you have to verify over and over that yes you want to cancel and get refund. Well just before the final submit i get a pop up box offering a voucher instead of refund and i accidently clicked for the voucher and it would not let me uncheck it and the website quickly sends the request for the voucher thru. So i called American Airline to tell them about the mistake and they told me it was nothing they could do about it they are unable to stop any request for vouchers and i was no longer eligible for the refund! I just think that is some of the most low down and dirty business practices. Are American airlines that desperate for money they have to trick the customers out of their money.

Not Verified | I have been a customer since 2004 - tell me why when I have been so loyal and a repeat customer to AA are you so unwilling to treat your customers with respect and courtesy? I tried to book a award travel flight online and also purchase a flight for my brother - on the same reservation. I was told by a few agents that I needed to call in to book both together and now they are saying that I cannot book both together. What is the purpose of paying an annual fee to my credit card each year if I cannot enjoy the benefit of allowing myself and my guest to travel with me and have the baggage fee waived? It seems like your company just cares about nothing but the $$$ and not your customers. You should make it possible that my companion - regardless of them being booked on my reservation or separately, get their bag waived if I am present - which I would be. I am so turned off by your company. You end up leaving me no choice but to go fly with United and bid farewell to American. It is truly disappointed!

✅ Trip Verified | American Airlines as not adapted properly to the covid-19 epidemic. In comparison to other businesses it seems that American has had their head stuck in the sand for the last month, not even being aware that there are new procedures and rules due to covid-19. When I flew today there was no mention at check-in or on the plane about anything to do with covid-19. No social distancing, no request to wear masks, no hand sanitizing,. Within 6 feet of me there were three individuals with no masks, one who coughed frequently and became rude when I asked him to cover his mouth. When people deplaned they were close to each other breathing heavily on other people. I do not believe that American Airlines is safe for senior citizens such as myself due to failure to adapt to covid-19 precautions. American has a long long ways to go if they want to make the public feel safe flying again.

Not Verified | Customer service is huge, or at least that is what a lot of these airline businesses promote. Their false desire to be completely dedicated toward their customers, they appreciate us, right? Well, I don't feel appreciated by American Airlines at all, as someone who has flown with American Airlines multiple times I'm shocked with how little their flexibility is in the midst of a pandemic. I get they have their rules and regulations, I understand they are a business. But in times like this, where viruses are a major global threat, where many people are out of work, and it's been advised by government officials to social distance and quarantine, I am shocked with how little they are able to accommodate their customers. I asked for a refund and was turned down. The only thing they will do is give a credit equal to the value of the ticket. When purchasing the ticket (online) I so badly wish I screen shot, which I thought I did, the cancellation/refund policy stating tickets are able to be refunded or credited. When I called today, the only option was to be credited, they remained stern on that. I do have to say, the woman I spoke with was very professional and kind over the phone. I also spoke to her supervisor who did not have the same essence but whatever we all have our days. I want to be clear that the issue is not with American Airlines employees, but rather with the policies and American Airlines itself. In my experience when American Airlines overbooks a flight and ask X amount of passengers to give up their seats, which happens extremely often, we the customers tend to be very accommodating. When American Airlines lack of staff, in particular cities, led to the majority of passengers missing their flight, we the passengers were upset but forced to be flexible with American Airlines and overall accommodating, why? Because things happen! Things that are out of anyone's control. It's interesting to see, in the midst of a crisis like this pandemic which companies are willing to accommodate their customers and which companies act as if satisfied customers are within their core values, but realistically only value money. When it comes to American Airlines, it is a case of false advertisement. They reel people in with a desirable price and charge extra for anything even slight of moral. If you do not pay extra, they cannot help with any of the selfish rules they've put in place. I would expect this weak strategic propagandize greed from Spirit.

Not Verified | Received a document number for a voucher but not the actual voucher. When I called to book a flight they couldn’t find anything and just said they needed the voucher number, even though I had the document number it wasn’t good enough. So basically, my money that they have already taken, cannot be used because they can’t find a voucher number. Customer service was also extremely rude, I’m not disrespectful and understand things happen but this is the second time I’ve had issues with their vouchers and customer service NOT helping.

Not Verified | I was scheduled to fly from ORD to Reagan National. In March Washington DC was declared a state of emergency. The conference I was supposed to attend cancelled. I cancelled my flight. Subsequently, I contacted American Airlines, spoke to a live agent and supervisor who indicated that because the outbound flight did NOT leave and was later cancelled, I was entitled to a full refund for the round trip ticket - which she processed over the phone. I later received an email from American that my refund was being denied and they would only provide me a credit going forward. I contacted AA. Customer Relations who disregarded what their agent said and said no refund. I am super frustrated with American and it’s insensitive policies and customer service during this pandemic. I have been a loyal customer for over 30 years - but I am ready to make a change! Delta has no problem issuing customer refunds!

Not Verified | My Fiance and I booked flights in December for our honeymoon in September 2020. We were flying to and from Barcelona. We are no longer comfortable with traveling during COVID-19 and wish to get a refund. AA has told us that they can only give us a credit for our flight to Barcelona, not from (it's after the date AA will "cover" for now). I asked for a refund and they said no. Further, because we are flying via British Airways, we had to pay for our seats beforehand. They will not refund payments for seats (in excess of $1,000). So to recap, during a Global Pandemic where traveling is unsafe, AA is not taking that viewpoint. They are taking money regardless. They have refused to refund us for seats on a flight that we will not be taking. They have refused to allow us to change flights without a fee or refund us. We have already had to postpone our wedding, with no desire to take a honeymoon for a wedding that isn't going to happen yet. I could not be more disappointed, but I'm not surprised that this is how things have gone.

✅ Trip Verified | Orlando to Washington. Never flying American again. These are the rudest people I’ve ever met. My bag fit perfectly in the measuring thing. They lady came took it out and put it back still fit then was like look check the bag or you're not flying. I told her I don’t have time to wait for baggage claim.

Not Verified | Chicago to Norfolk via Ottawa. Would not refund ticket price when we could not fly due to Covid 19. Our state is under a stay at home order, as is the state we were going to fly to.