American Airlines

✅ Trip Verified | It's been a decade or so since I've flown AA. The trip out, which I am not reviewing here, added 3 hours to our travel time which was a guessing game of, "will we or won't we". The trip back was the doozy. We had a flight scheduled for 3 months. All locked up with seats selected and all. On the day of our travel home from Eagle, CO airport, we received a notice via the AA app that the flight was delayed and that we MUST choose another connecting flight because we'd miss our Chicago O Hare connection. So we do and the flight that was chosen via the app actually took us to DC instead of MD. We called to correct this item and that transfer only took 26 minutes on the phone. At this time, we were on the hour long bus ride to the airport to catch our now confirmed 240pm flight. As SOON as we got that confirmation, we checked the app immediately and there was another delay 2:40 to 4:02pm We figured, "okay, things happen but let's make the most of it". We waited at the Eagle airport for 5 hours before the notifications started flying. Delayed again to 5pm. Again, looking like we'd miss our connecting flight again but then reassured by the staff at the check in desk that we'd be fine. I brought up that there seemed to be confusion with the app and the information that they had. Again, reassured that we'd be fine. The time finally rolled around to board and this same attendant came running up to us to apologize about the information she shared a half hour ago. We would in fact, likely not make our connecting flight. So, we took this flight anyway. Got to the airport and the plane taxied for a half hour to get to our terminal (this included wait time for a spot to open?). We asked the check in attendant if we could get to the next gate before they left, he said we could. He didn't offer to radio ahead to hold the door for 5 minutes or anything. We ran. And I mean, almost had a heart attack ran to go the 20 gates to make the flight. They were pulling away as we showed up. The first time I've ever seen a plane pull away from the concourse on time ironically. The desk attendant of course couldn't help us because all flights out of Texas apparently stop at 730pm? I expressed my displeasure with the fact that everyone would tell us there were delays, rarely did anyone know what system was disclosing the delays to customers and that no one could tell us why there were so many delays. We were told ,"weather". Not where the weather was bad but that there was "weather". Eagle was 28 degrees with blue skies and jets were taking off left and right. Texas was 65 degrees and Maryland was in the teens with no snow or ice. We were offered the very last flight out of Dallas but it would get us in to DC at 2am. We reluctantly accepted with confirmation of a ride from one of our good friends. Otherwise, we were stuck in a motel and another connecting flight through Charlotte to BWI. The airlines are crumbling but this was just horrendous. We were not the only ones affected this day by AA. Nor will we be the last.

✅ Trip Verified | Yet again, American Airlines, delivers on their abhorrent customer service. I haven’t flown with them in over 6 years due to constant issues with flights (delays, last minute changes or cancellations - usually due to their error). I recently decided to fly with them due to someone else picking up the tab and they re-affirmed why I stopped flying with them. They cancelled my red eye via text last minute. I had to call and fight to get them to change it to one with Delta that would work with my schedule (4 hours longer). When I asked for any customer service, I was told I chose this flight so they aren’t liable. They told me that all they’re responsible for is getting me to my destination, but apparently they get to choose the time and flight for me ultimately.

✅ Trip Verified | As I was landing in Phoenix to catch the final Let of my return home, I received a text that my flight from Phoenix to Orange County (Santa Ana) was cancelled. There were no other options to fly into Southern California. American did the right thing by providing a hotel. But their system failed to provide a transportation voucher to the hotel (no airport transportation offered by the hotel according to the AA information). The real insult was that I landed at 7.30pm local time. I can’t fly out till tomorrow morning. I was speaking with an AA agent. AA gave me a $12 (twelve dollar) voucher for Dinner or Breakfast! Are you serious? What airport or hotel offers a nutritious, filling meal for $12 (including tax and tip)? I had the agent contact the customer sat depart three times during our conversation. AA refused to give more than $12. I am a Platinum For Life AA customer (over 2 million lifetime miles) and this is how they thank me for all the business I have given them? If Airlines show no loyalty, how can they expect any from customers? I am beyond disappointed.

Not Verified | Absolute worst airline experience, I never thought it could be so bad. They delayed several times and cancelled my connecting flight. Set me up with a hotel, I wasn’t able to have my checked baggage, but the agent at customer service assured me that I needed to get a ticket in the AM for the next flight to Denver. I’m the morning I received 3 texts delaying my flight to Denver. When I showed up for the scheduled flight the lady at customer service said that the flight I was supposed to take already took off in the morning, when I showed her the texts I received she said she didn’t know why I got those. She was able to get me a flight later that day, which was delayed once again. Then at the gate they said that the flight was full so I had to check in my carry on bag, I was already down another from the previous flight.

✅ Trip Verified | Pay for first class ticket, delay after delay. Go to the rest room, they board and close the gate ahead of what was said, they left several people standing there clueless for us to go figure it out. I hate this airline, will never fly with them again.

✅ Trip Verified | American Airlines are the worst, my first flight was delayed over 2 hours, as a result I missed my connection flight. And they don’t have another flight until tomorrow morning at 8.50am. I am so annoyed and will never use them again. When complained to customer service, they look at you like you’re crazy. Worst customer service.

✅ Trip Verified | This review isn't so much about American Airlines as it is about a flight attendant. As we all know, since 911, and more recently Covid, traveling has changed in countless ways. However, one flight attendant, Jan, brought back the joy of flying on my flight from Portland to Dallas. From her greeting upon boarding & throughout the flight, she was professional, kind, personable, attentive to the souls on board, and always with a beautiful smile. It felt as though the years had slipped away, and we were once again in a time when our world had not been forever changed. Thank you, Jan. And thank you American Airlines for having such an amazing person working for you!! The flight was 2655 on Wednesday, January 25th - I was seated in 21C.

Not Verified | They closed the cabin door and didn’t take off till an hour later. They directed me to another flight and they also didn’t take off till an hour later. They could have easily let me get on the first flight. I had to wait three hours for the second flight to take off. Horrible.

Not Verified | As of right now, I am sitting on this plane. We have a connecting flight in Charlotte to Miami, we have been sitting here on this flight for 30-45 minutes with little to no movement. After rushing us onto the flight and telling us we were going to be leaving shortly, we are still here. We are not being told what is going on or how much longer this will be taking place or how long this delay is becoming. It’s terrible. The pilot even acknowledged that we had a connecting flight they didn’t want us to miss. Too little, too late. Will not fly American again.

Not Verified | We paid for a first class ticket and had chosen our seats when booking since we were traveling with a baby. They changed our seats the day before our flight without us knowing so that we were separated and then when our flight was delayed, we got bumped to coach with no refund.