American Airlines

Not Verified | Omaha to Los Angeles. I wanted to thank the American Airlines staff. I face many health issues and fly with my emotional support dog and in many cases they have went above and beyond to help me. Today they kindly asked someone to switch seats with me as they had more leg room for my dog. This is something I was not expecting as my dog and I make it work each time. The person was not very happy but I appreciated it more than they both will ever know. I always choose American Airlines and this is an example of why they stand out.

✅ Trip Verified | Knoxville to Charlotte. For starters this has to be the smallest plane. A full grown child would have difficulty being comfortable. The main reason for my review is the awful service with American. This is not my first time flying with AA and each time it is always a nightmare. Unfortunately, to get from A to B there is no other option. You would think after the recent incident last year and being in the news with physically removing a person from the plane that there would be efforts and strides to improve their service. I have not found this to be the case. In my most recent incident, we are running on a delay leaving very little to no time to catch my connecting flight. While still sitting on the tarmac I politely asked the stewardess if I could move to one of the many empty seats ahead of me in an effort to deplane faster and hopefully make my connecting flight. Her response was of, well, those seats cost extra money and no you cannot move. Now, mind you we're fully planed and sitting here. She goes onto say, if you miss your flight I'm sure they'll reschedule you for another flight. Really? That's your answer. Really sad.

Not Verified | On Jan 21 we flew from Philadelphia PA to Sarasota FL, and upon arrival discovered that my suitcase was severely damaged - the zipper had been ripped and the lock removed. When I went to the Baggage Office at Sarasota, he offered to send it out for repair, which wouldn't have been any good; then offered me another suitcase which was too small. I sent in all the relevant information, including pictures of the damaged suitcase and the new suitcase and lock that I bought. AA promised to refund my purchase price and did so in about 10 days. I am completely satisfied. I should also add that my daughter, finding herself in a seat next to an extremely large man, requested and was given a seat change with no problem.

Not Verified | Last time I’ll ever fly American. Website must have glitched out or maybe I misclicked on my return flight. Didn’t notice until I was looking at my flight schedule, luckily I caught it you know, a week in advance. Decided to call thinking it would be no big deal, it’s not like I waited until I was at the airport to make a last second change. I was very wrong. The representative on the phone was very rude and wouldn’t let me change the flight without an additional fee despite my flight insurance. My wife’s experience wasn’t much better. She needed to change her flight due to her father dying and AA decided to harass her about it saying they won’t do it unless she can provide a death certificate which she didn’t have since it had happened so recently. There’s a time to use a little common sense and be somewhat compassionate but not for American Airlines. As long as they bleed you out of every last dollar they could care less.

✅ Trip Verified | My flight was from London to Dallas and I have booked an economy class ticket. I got my seat in the middle rows, the seat size is very small compared to other airlines and leg space is horrible. Folks with height above 5'10" sitting in these rows would be a nightmare. Coming to meals and snacks, I am a vegetarian and the items given for lunch were pathetic. The pasta was undercooked, tastes really bad and very limited options on the plate. Overall, very bad experience.

✅ Trip Verified | Chicago to Salt Lake City. Horrible customer service! The only reason I am flying this airline is that they have a tie-up with Qatar Airways. I was issued boarding passes at the beginning of my 17 hrs journey by Qatar Airways for the entire journey (DOH to ORD, ORD to SLC). After my international flight from Qatar, I asked American Airlines twice to change my boarding pass to an American Airlines one, but was said that I do not need to as I already have seat assigned. Despite that while boarding, the attendant screamed that my ticket is not scanning because I do not have seat assigned. After showing her that it is in fact assigned, she just screamed: "Well it changed". This is especially humiliating because they wanted to bump 8 people from this flight and delayed the flight 2 hours to finalize everything. If you wanted to be humiliated and be blamed for all their errors, go ahead and choose American Airlines.

Not Verified | Worst experience of my life. I understand the airline does not control the weather; however, American can certainly control my experience and they fell short in every way. First, the American employees at DC airport were unprofessional, rude, and not knowledgeable. The communication re: status of our delayed/canceled flights was nonexistent and when they did communicate, it was always inaccurate information. A staff member literally walked away in the middle of “helping me” trying to get on standby for a flight to Nashville, stating to his coworker “what’s the point, the flight is full and there’s already 5 people on standby in front of her” and stormed off with not a word said to me. I could go on for hours about the incredibly rude American Airlines staff at the DC airport but I would run out of characters. 2nd, due to our canceled flight and the weather, AA was not able to get us a flight to our destination of Nashville but instead was only able to get us on a flight to an airport 120 miles way from our original airport destination, causing us the need to rent a car for $200 and drive 2 hours. For myself and my fiancé both being loyal AA flyers, AA advantage members, and AA barclay credit card holders, you would think at the very least AA would comp us the cost of the rental car for not getting us to our destination. Instead I was met with “no it’s not our fault.” Then, our original flight we were 1st class &our flight we got changed to we were coach. Again, no compensation. To top it all off, they lost my fiancee's checked luggage. Again, I am well aware the airline does not control the weather but I expected so much more from them and they dropped the ball every step of the way. When we get home from this vacation my fiancé and I will both be canceling our AA barclay credit cards and never flying American again after this experience.

✅ Trip Verified | Toronto to Dallas via Guadalajara. If I could give American Airlines 0 stars I would. We arrived to Toronto early to ensure we made our 6:30 AM flight. We were stuck on the tarmac for deicing, we thought this was no big deal and we took off. Midflight in we realized we might miss our flight to Guadalajara. In flight, they had no information about connecting flights, which I have experienced on other airlines. Upon landing in Dallas we learned we in fact missed our flight and were directed to customer service. At this point we were told to call a number whilst in line, however, they told us that we should go to the counter anyway so that was a waste of a phone call. We get to the counter and they put us on standby for a flight out later that evening and booked us on a flight for the following day guaranteed. We asked about a hotel voucher because it appeared we were delayed due to waiting for deicing in Toronto. However, we were told that it was due to "long lines at U.S customs". We do not believe this as the flight door did close at the scheduled time. We wait for hours in Dallas and make it to the gate. We were told the flight was full, but they would have more information after boarding. Midway through boarding, we were informed there was a mechanical issue with the plane, everyone had to migrate to another terminal to grab another plane. The boarding process began again. When it came to standby everyone got on except for myself and my husband as there was only one seat left. My husband became visibly upset and they just stared at us with "we just need a yes or no". We get that it is beyond our control, but we just wanted some compassion. We were rudely directed back to customer service. We went and pleaded for a hotel voucher and were just given a blank stare and once again told there is nothing the airline can do to help us. We missed a day of our vacation and were out $200 for a hotel. All in all, the staff were not helpful and we just wished that we got an apology. We will never be flying American Airlines again.

✅ Trip Verified | Pensacola to South Bend via Charlotte. I booked a trip to Pensacola with my niece who was turning 18. I wanted to spend time with her prior to her going to college! Didn’t think our time would be spent in airports or on the plane. On the way there we had a connecting flight to Dallas which then took us to Pensacola. We ran into flight delays, flight cancellations, missed flights, to not getting on standby flights! It was a mess to put it lightly. South Bend people were not helpful and were a bit rude. When we got to Dallas, staff was extremely unhelpful and rude. She told me that she was in the middle of something and I would have to go elsewhere. The other staff were extremely helpful and they should lead a training on customer service. Toni who worked 33d on 2-13-2020 was extremely nice as well. The rest of the workers should be fired. After spending 15 hours in airports and on a plane I didn’t have much energy to complain so I settled for a standby flight for in the morning which we didn’t catch. We ended up catching the mid afternoon flight so we lost a day and 1/2 of our vacation. On the way home our flight was delayed due to the flight crew not having enough hours so instead of 7:27 take off it was 7:50. We get to Charlotte however, our plan needed maintenance so there was yet another delay. They change us to a different plane which also needed maintenance so we got switched to a 3rd plane. This plane was from the 70’s and I prayed we would make it to South Bend. We did but never again will I fly American Airlines. I wasn’t going to write a review but when I heard other people’s stories waiting at the airport I knew my concerns were valid. Please do yourself a favor and book with a different airline!

Not Verified | Omaha to Key West via Chicago . They delayed our flight into Chicago for weather which is understandable but they told us they would hold our connecting flight to Key West from Chicago. We got to the gate and they were just closing the gate to the flight and wouldn’t let us on. It took customer service 2 hours to get us on a different flight to Fort Myers. We ended up waiting in Chicago for 6 hours for the flight. We finally get to fort Myers and they sent our luggage to key west. We call to key west and they won’t even deliver our luggage to the hotel or anything. No refund of any kind. We spent about an extra $1200 to cover the mess up. Not happy at all and will never fly with them again.