American Airlines

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.

Not Verified | So I was supposed to go to Disney with my daughter for the first time April 18-26,2020. American Airlines canceled my trip due to covid 19. I totally understand that but now is a back and forth game with me getting a refund. I don’t want to rebook since I don’t know when I’m going to get a vacation again from work once we get back to normal. They still want to give me a rebook ticket, very upset I want my money and when only then when I get vacation time again I will book a trip.

Not Verified | They will not refund or transfer tickets. They will not aid you in anyway all because of policies that allow more money. I purchased a first class ticket for my one year old and myself and because of the pandemic we unexpectedly have my husband coming with us. (Things have been up in the air) but we’re moving again because of the pandemic and no longer being able to afford our apartment to Oklahoma from NY. My child will not use his seat he will be in my lap the entire time. He’s 1. Yet apparently I cannot transfer his ticket to my husbands name and my husband cannot use that seat that we paid for already! AA will do nothing to fix this or attempt to help us. They want money so bad they said buy another first class ticket for 270$ or don’t but it’s not their problem. I’m aware of company policy but the idea that during a national crisis they aren’t more Lenient and Wouldn’t do a single thing to help a family about to me homeless sickens me to my core. I couldn’t even afford the tickets I already bought. I had to buy first class to keep away from the crowds in the back of the plane with my infant and get extra bags on board (it was cheaper with how much we need to move). All they care about is money not the people and their is no help. So for anyone out their a little unsure of flying - don’t support this airline and read the fine print extra because they won’t be making exceptions for anyone even in a time of national crisis.

✅ Trip Verified | El Paso to Dallas Ft Worth. American canceled our flight and put us on an earlier flight. The plane was delayed due to mechanical issues. 40 minutes later we board. Small plane and packed. No social distancing at all! Broken items on the plane. Finally we were told we are getting off this plane and will be getting on a new plane. Still waiting so let’s see

✅ Trip Verified | American Airlines is my number one for great customer support and amazing membership awards. I fly to States almost every other month, and I choose American Airlines every time. I honestly sometimes choose them among cheaper options for the same trip. I know when I need help with my booking, they are so easy to reach and come up with a solution. They are very flexible with bookings especially in these difficult lockdown days.

✅ Trip Verified | I booked a business trip from West Palm Beach to Philadelphia on March 7th. I had to cancel my flight when the business meeting was cancelled due to the COVID crisis more than a month before the trip. I was expecting a refund on my next credit card statement, but none was forthcoming. When I contacted American Airlines to request a refund, I was told there would be none. In a calm voice I said that this would influence my choice of carriers the next time I flew...she hung up on me! I will never fly American Airlines again,