American Airlines

✅ Trip Verified | I have a couple of major issues with AA after today’s flights. Firstly, carry on. My assigned grouping prevented me from boarding until 90% of passengers were already on the plane. When I could finally board, AA staff told that there was no space in the cabin for any more carry on items and that my single item (which met their carry on requirements) would have to be checked in. I replied that this was the first leg of a long journey to Australia and I needed access to my carry on. They literally said there was nothing they could do about that and that I would be bumped from the flight if I refused to check it in. They also said the door was closing soon so I had to decide immediately. I feel that this created an element of duress that was at a minimum unethical. I also think that their attitude to customers is appalling considering that these situation are 100% AA’s fault - their carry on requirements don’t align with the capacity of their own aircraft. When I finally received my suitcase back from them in Sydney, I found that they had somehow completely destroyed it (see attached photo). Secondly, the flight took off from DC at 5:15pm and landed in LA at 11pm (DC time). Who wouldn’t want to eat dinner at some point during these hours? Nevertheless, the only food they offered was a small packet of either cookies (for other Australians, this translates to “2 small biscuits) or pretzels. I couldn’t even pay them for real food - they just had nothing. I wouldn’t treat a dog like AA treats their customers.

✅ Trip Verified | My non-stop window seat flight was cancelled. American Airlines could not accommodate me with a flight until the next day. No compensation for a 2 hour trip to and from the airport, or hotel or food. I had a nonstop flight with a window seat. American got me on the next day with a layover and a middle seat with no wi-fi so no entertainment. Customer service said they got me from point A to point B but not I what I paid for! I received 7500 miles which gives me nothing! Customer service said they filled their role by getting me a flight. They don’t care.

✅ Trip Verified | After being shunted onto a Charlotte flight (see previous review of London - Philadelphia) had a much better experience. Got 2 seats together on a flight about an hour later than our original. To my surprise they were the most comfortable Premium Economy seats I have ever flown in. Reasonably helpful F/A's although their slightly offhand attitude when only "shrimp" meals were left was a bit off putting. We eventually got a Pasta dish. Generous with the wine servings. Good selection of in flight entertainment with noise reducing headphones. Flight took off and landed on time. Baggage off reasonably quickly at a quiet Charlotte airport. If all AA flights are like this I could recommend.

✅ Trip Verified | This is an example of shocking behaviour by AA. Never flown with them before we decided to change from BA to Miami and up to Charleston because Hurricane Ian was imminent. Changed to AA London - Philadelphia with the intention of staying 1 or 2 nights in an airport hotel (my wife had been to Philly before and we could at least explore until we could travel on) until we could fly to Charleston and then travel on to Hilton Head Island. Checked in online, and printed Boarding passes. Left home at 2am as it was an early flight. Got to Heathrow T3 only to be told we had been bumped off of the flight, and were now travelling the next day (and not even in P/Economy - which we had paid for). No reason except "it's the weather". Yes - we know. That's why we changed to go to Philly. We now had to see the Agent and got a flight in P/E to Charlotte - right into the path of the hurricane. Stayed in a Hotel for 2 days that we couldn't leave because of "the weather" - no restaurant and no bar for night 2. A very bad experience for our first encounter with AA. See next review for the replacement flight to Charlotte.

✅ Trip Verified | Lady checking us in was rude. She made me check my bag because it wouldn’t fit, but didn’t let me get my medicine or wallet out of it. Also my bag totally would have fit it was the same one I had on the way to Knoxville. Very annoying. When I asked them please not to lose my bag she said “pack a smaller one next time”

✅ Trip Verified | My husband and I were on flight AA1400 out of Miami today. We were attempting to get to our honeymoon destination in Jamaica. We boarded the flight around 12:10 PM with an expected take off at 12:56 PM. There was light rain that turned into thunderstorms for the first hour of us waiting to take off, delaying our flight. After the first hour it went back to light rain and we noticed several airplanes starting to take off on the runway. After waiting for another hour with minimal updates from the pilot, we were instructed to exit the aircraft. We did as we were told and went to the gate to wait for further instructions. We were informed after about 45 mins minutes that another pilot will be taking over and we were able to re-board the aircraft. The time at re-boarding was approximately 4:30. After another hour of waiting on the now second pilot to take us to our destination, the plane suddenly turned around on the ramp when we were very close to take-off. The plane was taken back to the terminal and all of us passengers were waiting to hear what the delay was this time. Unfortunately for us, there was little communication as to why we could not depart for our destination now 5 hours after our SCHEDULED departure time. I would like to say there was a “vague” explanation but I simply cannot. Even their pilot could not explain why he was not allowed to take us where we paid good money to be. It was at this time we were instructed to de-board the plane a SECOND time. After some talk amongst the flight crew and I suppose them communicating with their outside resources, they informed us of a THIRD pilot who would be boarding and be responsible for taking us to our destination. We FINALLY were able to depart at exactly 7:06PM. We had been on that plane for 7 hours today, just sitting and waiting and left in the dark. The flight crew kindly passed around cookies and one cup of water during our first delay around approximately 2:30. When asked to de-board there was no time for any passengers to stop and eat because we were trying to stay close to be informed on the situation only to re-board and wait an additional 3 hours. There were several small children on this flight as well. AA should be extremely disappointed in how this situation was handled. It was unprofessional and cruel to leave us waiting and waste our time. My husband and I missed our first day at our expensive resort on our first day of our honeymoon. They left children and other passengers crying and hungry. Shame on them. I am not one to leave a bad review or even write an email to this extent (especially on my honeymoon) but given the situation it is much deserved. We tried on our honeymoon to call and get compensation and all we received were two $50 trip vouchers. We will NEVER fly AA again and neither should you. They lack care for their customers and accountability. They make it hard to file a complaint because I am sure they get too many. Do yourself a favor and fly Delta.

✅ Trip Verified | Very good experience. Nice people and what a aircraft! Had a 14 hour fight but enjoyed every moment of it. The plane was nice and modern - thank you American Airlines

Not Verified | I'll start by saying I fly Delta for a reason. We are in the plane and ready to take off and the bathrooms don't work. They tell us it will take 30 minutes to complete the paperwork but hold your bladder. So we started watching a movie. And they decided to push commercials on the screen as we sat in the plan. Next was the credit card push with a 10 minute announcement. I'm sorry but I'll take an extra stop on Delta than deal with this mickey mouse company

✅ Trip Verified | Cancun to Nashville via Charlotte. Worst airline ever to be so expensive. Flight was delayed so we missed our connection. American Airlines didn’t do anything to accommodate this situation and we have been given the complete run around. I will never use them again .

Not Verified | I have been a loyal American Airlines passenger since 2007. I flew with them for both business travel and my personal travel. In the last 2 years or so, their customer service has plummeted. My final straw was this morning when, to not fault of AA, I missed my flight by one minute because of a delay in the Queens Tunnel and the TSA baggage screening system breaking down and chaos happening. However, their gate agent, was one of the most unhelpful, rude and downright hateful persons I have ever met. This is the third time in a row I have had to email a complaint because AA employees treat their passengers like garbage. I carry their credit card, I'm usually a Platinum or higher flyer and I currently have over 500,000 miles to show for my loyalty. I am now going to switch to Delta, where I have no status, because I will no longer give my money to a company that treats their passengers the way American does time and time again. I suggest anyone reading this do the same.