American Airlines

✅ Trip Verified | Everything from check in thru security to boarding went very smoothly. In flight services were very good. Seats were comfortable and inflight entertainment operated perfectly. This was an afternoon flight so there were only 2 selections for lunch. Both were cold plates but they were tasty and plentiful. Overall, my experience was very good. It was about a 2 1/2 hour flight and it went quickly. Cabin crew was very attentive to all passengers in my section of the plane.

✅ Trip Verified | American airlines is hands-down the worst airline from a First World country. I vowed never to fly them once before, and after many years I decided to fly them again. My bags were lost for five days and they couldn’t find them even though we had a tracker in the bag telling us exactly where the bags were. On my flight home, I was met with the most ridiculous set of circumstances that prevented me from using my miles to upgrade from premium economy to business. They had the inventory, they just wouldn’t do it because apparently the premium economy ticket I bought wasn’t the right type of ticket. After spending an hour and 10 minutes on the phone, I was connected to a supervisor who repeatedly talked over me to repeat herself telling me why they could not upgrade me. These people are terrible.

✅ Trip Verified | American Airlines took me from Philadelphia to Las Vegas safely and on time. The airplane was only a year and a half old and smelled like new. You know that you are a little bit more tighter inside these new planes however the design is such that you don’t really feel it, the mood lighting really helps and this five hour flight was good and time went fast. For $9.99 you can purchase Internet for the duration of the flight, I did and the Internet was very good. The crew was professional and friendly, since the flight was not full, they went around the plane to rearrange passengers, two per row instead of three, something I thought was very nice of them to take the time and do. They went around twice with free beverages and a snack, I was only expecting them to go around once. Overall a very positive experience for me compared to other carriers that fly this same route.

✅ Trip Verified | Was disappointed to learn that Qatar Airways was partnering with American Airlines since previous experience with American Airlines was mediocre. But my return trip turned horrendous with the worst customer service possible at my SFO connection. Qatar was delayed, so I missed my connection but the worst part was American Airlines customer service. Although mid afternoon she began by saying to take my big bag and come back in the morning. When I began to explain my situation, she angrily said "I do not want to talk to you! I reminded her that Qatar was their partner and her service would prevent customers from using American Airlines in the future, and she snapped "I don't care!" Never again will I fly on American Airlines. It's customer service is horrible.

Not Verified | I was flying with my siblings home from Arizona after our mom had passed away. We were tired, very emotional, and sad after an exhausting week. Upon checking in and letting them know we had our mothers remains we were shocked at the horrible customer service we received. I had called to see if there were any requirements to fly with remains and was told yes! Various paperwork had to be obtained, remains must be in carry on , etc. We followed all instructions only to find out upon check in “they didn’t care about any of that!” We were also told we could put remains in our checked bag so I did that, of course not wanting to carry an urn on the plane. The women checking us in was extremely rude. She never said sorry for your loss or anything. She then weighed my bag after she told to put the urn in my checked bag and charged me $100 extra for being 6 lbs over. When I asked about the price she said "well you can start taking stuff out but good luck with it". I wasn’t going to argue and just told her I would call when I got home. I did call and was told “ oh well that’s the policy for overweight baggage “ The employees have no empathy or sympathy! I will never fly with them again and neither will my family after the way we were treated!

Not Verified | American failed to have a pilot ready for our flight, delaying the flight overnight literally as we started to board. Could not service us hotel or food vouchers at the gate because of "technical difficulties" but it appeared to be more employee incompetence. Further proof of that incompetence; their customer service counter told me I could claim diapers and wipes at the same counter I could claim a car seat, on the other side of Sky Harbor and down a level, just for me to find out that that was not true and no such supplies would be made available to me. The employees only suggestion was that I go out and get my own and request reimbursement. I am left stranded in a city hundreds of miles from home with none of my belongings and no way to acquire basic hygiene supplies for my infant without going out into the city on my own dime at 10 o'clock at night with an exhausted toddler in tow. The absolute worst fight experience I have ever had. The first and last time I will fly American, and I will tell all who will listen to stay away as well. Their pathetic offering of a food voucher included $12 a person and did not include my child. $48 dollars to feed a family of 5 for their own incompetence. Absolutely pathetic from start to finish. Stay away.

Not Verified | Had a horrible experience with the ground airline staff from this airline. She requested us riding the coach to check in our hand carry bags claiming that the overhead cabins were full which we totally understand. We had 2 of our hand carries checked in, and one of us did not have any hand carry. But that woman insisted and just tagged the bag that we wanted to take in with us, I believe that if every passenger is entitled to 1 hand carry it shouldn't be a problem. My problem is when we went inside the plane there were open spaces in the luggage cabin, I say this because I was one of the last people to get inside and the cabins are still open, and some people behind me were able to bring in theirs. At the end of the flight again some people have big bags, so where is the fairness when they claim to give the best service to the public.

✅ Trip Verified | This airline is awful. If you can get a flight with anyone else, do it. I had a layover, set by the airline, and by the time I got off my first flight my second had already left. They then couldn’t put me on the next flight, five hours later (which they also overbooked), so had to put me on the flight after that another seven hours later. I am about to miss a funeral because this airline couldn’t follow through with what I paid them for. If you value your time and money NEVER fly with American Airlines.

✅ Trip Verified | I was treated so poorly yesterday by the manager of American Airlines that I will never be returning as a customer. I frequently fly with my Bichon Frise and I was told he was not allowed to go on the flight. The Manager took pleasure in telling me that. She smiled and laughed while I teared up. I was trying to see my family for the holidays. It was a month long trip. Hiring people who find pleasure in others pain is a terrible business plan for management. I have been working in Customer service for over 20 years and I understand that sometime you have to fake being nice. This manager did not fake being nice and smiled and laughed at the situation. I was shocked and so sad. Telling my mom I couldn't come home for Christmas was the saddest phone call I have had since her mother passed away. I will never fly AA and continue to fly Southwest since they have never given me issues with flying and their flights are reasonably priced compared to AA. I am surprised by how many people have experienced similar issues with AA. How is AA still a company with terrible customer service?

Not Verified | American should have their flight certificate revoked! I am delayed, and missing a connection, because they cannot calculate the weight distribution properly. For goodness sake, that is the first thing you learn in flight school. Their people treat you like dirt and have no customer focus. If you book on American you deserve the problems you will have to endure.