American Airlines

Not Verified | They have an app but it is sub par. Didn't update gate changes, causing me to miss my connection. I haven't been home in a month, but thanks to AA, that'll be a month and a day. I never had this problem with Delta (my preferred airline). AA is cheaper, but I can see clearly, it's for obvious reasons.

✅ Trip Verified | Boarded the planes. The first leg left on time, second a little delayed bit wound up around 10 minutes late. Crew was nice, but nothing memorable. Connected in Dallas, which seems to have smooth operations. The American App was not working so we had to get paper boarding passes. Come on, American, you're not Spirit! There was a power outlet, a type of USB port I believe was to plug your phone charger in, though I may be wrong, nonetheless, a port and outlet. The flight to CLE from DFW was on time which was nice. Unfortunately, though my first impression with American was in 2016 which was when A320 or A321 fleet had free entertainment and seatback screens which I hear they are in the process of removing in favor of streaming. Overall, both flights were nice and smooth, i'd take them over Spirit or Frontier any day if close in price, but i'll stick to United for now. Why? Because unlike American, United has reversed course and has decided to bring seatback entertainment with a personal tv on every seat on their whole fleet by 2025. If American continues their current path, they will be the only Legacy Carrier without seatback entertainment, and we will fly them only if they are significantly cheaper than their competitors, Delta and United, as they were when we booked this flight. One aspect i'd like to give American credit for, were the gate agents helping us out at CLE Airpot. As a United frequent flyer, the friendly agents reminded me of the good old days of Continental. Maybe we just got lucky, but the team at the check in counter was super nice, which was a pleasant surprise for a 5:45 AM flight!

✅ Trip Verified | I had 3 flight credits for myself and my kids due to my flight being cancelled and originally had main cabin tickets. When re-booking I was told I could not use the credits to book a basic economy flights, however they could not direct me to the terms and conditions were it stated that information. I tried getting assistance from their online customer service and I was told to call Customer Service. After speaking with 3 reps and 1 supervisor (all very rude and not willing to help), I was stuck having to pay another $400 more so that these credits did not cancel. The supervisor I spoke to from Dallas was extremely defensive, would not let me finish and when I got transferred again to online web support she refused to give me her name and disconnected the call.

Not Verified | I had booked my reservation and picked my seats (I upgraded) months in advance. 6 hours before the flight left, I was automatically switched to a different flight ( much earlier than my original) due to now missing my connection. I spent 4 hours on hold with American Airlines for them not to help me and told me I had to get my seat assignment once I was at the gate. I was assigned a seat on the flight however it is a middle seat in economy. I am highly disappointed with American Airlines - this is my first and probably last time flying with them.

✅ Trip Verified | First and foremost the last thing I want to be worrying about after what we just experienced is dealing or worrying about plane tickets, but right now every penny is crucial. We were in the cross way of hurricane Ian, fort myers. House gone and we were supposed to have a flight in one week, clearly, we knew that wasn’t Happening and although didn’t want to worry about it, knew we needed it cancelled and our money returned. Every single person I spoke with were so inconsiderate, lack of compassion and had the nerve to state “I understand your concern” in the mist of telling me, there is nothing they can do but Give me a new date rather than refund. The last person, manager on duty, I spoke with telling me there was no other person above him I could speak too and nothing he can do as far as refund. For a natural disaster American Airlines has No sympathy and no intend of making things right to help their customers. Fair warning to all, do not book. With Delta, we didn’t even need an explanation they heard we were affected and refunded us immediately. I am sick that what we just experienced, what we lost, still they wanted to argue and not give me a refund.

✅ Trip Verified | The aircraft was clean. Both departure and arrival were only 20 minutes late and the business class seats were very comfortable, including a larger than usual footwell which was wonderful. However, the cabin was severely understaffed and the cabin crew gave the impression of being annoyed at serving passengers. As with my JFK-ATH flight several weeks earlier the food served was close to inedible. On both flights AA offered a single appetizer of shrimp ... for anyone with allergies to shrimp or religious problems with said shrimp - tough luck. Further to meal service, drinks were served only once, no coffee or tea was ever offered. My Inflight entertainment did not function except for the first hour of the flight. Ninety minutes prior to landing we were told to expect severe turbulence for the next 45 minutes and thus no second meal service. There was not a single bit of turbulence nor a second meal service. We considered this to be deliberate. A very comfortable seat was the only positive of this flight. Everything else was the worst I've experienced in 40 years of flying.

✅ Trip Verified | It’s not often that customers take the time and effort to review an airline. I travel frequently to Florida and also to Europe using American Airlines because I am a credit card holder and I appreciate the free baggage allowance as well as zone 5 priority boarding. I always need to save money so I fly Basic Economy. I want to say that my June, July experiences post-pandemic were very uncomfortable with long delays and almost missed flight. But my experiences since July 2022 have been absolutely stellar. I have been impressed and grateful to be flying AA again. Specifically, the customer service people Sharon and Kim in Wilmington NC on September 13 and Francisco on September 20 in West Palm Beach FL were, to a person, above and beyond in customer service. Sharon was wonderful at helping me sort out how to fly standby on an earlier flight. She helped Kim learn how to properly tag a checked bag when the traveler is on Standby. Instead of brushing me aside they were capable, calm, smiling, and gracious to me and to other travelers in line. Everything went smoothly as grace. So many other people greeted me with friendly smiles, good eye contact, patience and kindness (when I bugged them to ask if I’d made the cut to Standby seat). I was very impressed with the informative way in CLT that the gate agent for gently but firmly handling another inebriated male passenger and for juggling everyone with kindness, patience and aplomb. He informed us of the status of a fuel tank that needed to be topped off, and quickly and smoothly got us all boarded. No one works alone but I wanted to take the time to mention some of them by name. I’m again proud to fly “American”.

✅ Trip Verified | There is absolutely no reason why in 2022 a customer can't get a full refund with sufficient notice of a cancelation. Its September 29 and my trip was for Feb 28th 2023. My dog needs a $12,000 surgery. This wasn't planned for obviously. Neither airline was understanding. I understand it says no refunds as soon as you book but honestly the airlines are just money hungry. Life happens. Help the people out. Like I said, with sufficient time, we all deserve a full refund. It's not like I canceled a day before and expect it.

✅ Trip Verified | This was the absolute worst experience I have ever had flying. Rude staff, not on time, and wasted my entire day at the airport. Our initial flight was supposed to leave sometime around 10. We got to the airport around 8 to check in and immediately our flight was delayed by 3 hours. The next soonest flight was not until 4 and we were unable to make it to our destination until 9. We spent 11 and a half hours at the airport doing absolutely nothing because we can’t afford the airport food. Absolutely unacceptable. Then on the way home same issue. We got on our plane to leave and ended up sitting for an hour waiting for it to take off causing us to miss our connection and be unable to get on another plane until 9 o clock. Every time I attempted to get help or assistance from staff they were rude and on top of that I was not given the free food vouchers I was promised for a flight delayed beyond 3 hours. Thanks for ruining our entire vacation. Never again will I fly American Airlines.

✅ Trip Verified | Flew full-fare first class with my wife. Flight attendant was in a bad mood when we boarded. in my opinion she was surly and unfriendly. I asked for ear buds, the cheap disposable type that were distributed to us a week earlier in the American Airlines flight into Jackson Hole. She told us she had none. End of discussion; no apology or recognition that we would be on a three-hour flight and not be able to use the in-flight entertainment system. In effect, we were denied use of a much advertised service and one for which we had paid top dollar. To add insult to injury, she suggested we use our layover time in Chicago to obtain ear buds on our own. I submitted a complaint for to American Customer Service. Their response was most disappointing. They stated they try to train their air crews to be courteous, and that ear buds are not guaranteed in first class - not guaranteed! They stated there was nothing they could do for me- no compensation and no mention of correcting the rude attendant. Other aspects of the flight were equally disappointing. The meal service consisted of a cold turkey sandwich on a cold chewy roll. The gentleman seated in front of me reclined into my lap. My seat was against a bulkhead, so I could not recline to give myself breathing room. So much for the luxury of first class travel. All in all, a very disappointing flight and even more disappointing interaction with American Airlines Customer Service.