American Airlines

Not Verified | I flew my son down for my wedding and he had a horrible experience. He was so delayed out of Rochester NY on his incoming flight that he missed his connecting flight in Charlotte and no other flights to Columbia were available that day per American Airlines so I had to drive 2hrs to Charlotte to pick him up. On his return flight American Airlines informed him that he could fly from Columbia SC to Charlotte NC, but his connecting flight in Charlotte was canceled and would have to stay there till the following day. We called American Airlines customer care center and got no resolve. We drove to Columbia SC airport and spoke with a ticket agent and got no resolve. As a matter of fact, the ticket agent was rather rude and had a grin on her face which only rubbed salt in a wound. My son is a Veteran and deserved so much more respect than this. I am a paying customer and deserved better than this. In the end my son ended up having to drive back to NY. I paid almost $600 dollars for his tickets and American Airlines did not live up to their obligations. I will never use American Airlines. This is not good customer care, this is not how you conduct business.

✅ Trip Verified | Flight out delayed by 90 mins so rescheduled connecting flight. Connecting flight at DFW delayed an hour, then after sitting on tarmac for 90 mins returned to gate. Flight then cancelled, Sent everyone to another gate 15 minute walk away to get a hotel voucher and re-book. Line for this was 200+ people long so opted for rental car instead. Good thing because I would have stood in line for hours for a hotel voucher and the earliest rebooking flight would have gotten me to destination (Austin) at 5pm the NEXT day. Got a rental car from Budget (only one that had any cars available at 11pm) and drove to Austin, arriving at 2AM, 11 hours later than my original flight would have gotten in. On the return flights, the first plane had no air conditioning, and on the second flight the woman next to me took up not only her own seat but part of mine as well. My request for a refund on the cancelled flight - denied. Instead, I can rebook using the credit AA so generously gave me. I would rather walk then ever fly AA again. Zero stars. I feel sorry for anyone who works for this airline.

✅ Trip Verified | The worst airline to deal with customer service. I got to the airport 2hrs before my flight. No one figured out how to pay the taxes on a flight bought with points. I used the wrong card at booking. So I had to pay the taxes. After waiting 30 min in the customer service line I was told I had to call American Airlines. But I was at the customer service counter. So I called them. And after waiting another 45 min I was told that I had to deal with the customer service at the airport. I had to ask for a manger just to find out what I needed to do. They just keep telling me I had to buy another flight if I wanted to deal with them at the counter. No one seemed to figure out wat I needed to do. Which cost me losing the bag drop off time. American Airlines can keep their points and services away from me. I would never spend 1$ with them again.

✅ Trip Verified | As usual, American was late, despite the face that this is a morning flight. We have a deadline to get somewhere in Mass later today that is very tight. However, as I am boarding, they stop me, saying my bag is too large to put on the overhead. Of course, yesterday it was fine on American. They force me to check my bag and then we they are closing the bins, there are open spaces remaining. Now we are going to certainly be late to our appointment because a. American is always late b. They arbitrarily pull bags to check. Really disappointing.

✅ Trip Verified | When I arrived in Dallas, I went to boarding counter and informed them, I had just passed a kidney stone. They told me to go to customer service which was 15 min walk and my plane was boarding in 20 min and I had just passed a stone. However, I went to customer service and staff called me over. I informed him, i had just passed a stone and if he could allow me to take a flight to Orlando in the next 24 to 72hrs instead of boarding now, so i can rest and go to hospital. He says it will cost me a hundred dollars. I said you do this flight almost daily and I am just asking for a the same seat or any seat and to fly out at same time or anytime you deem okay. He than tells me, I should of called reservations and he doesn't have time to deal with this, his only job is to help customers that have had their flights cancelled. He than calls 1800 number and infront of me, makes it a point to ask the agent on the other end. So, the customer should call you correct? He should not come to my desk with this correct? I decided to walk away and when I went to boarding my seat was deleted and I had to wait an extra 5 min for the boarding agent to give me a different seat.

Not Verified | I bought 2 round-trip tickets to Germany from Utah. My husband and I had been saving our money for a long time to take this trip. We bought the tickets in September 2021, expecting to fly in January 2022. As of December 2021, Germany announced "red flag countries", which meant all countries listed on a "red flag" list were required to quarantine for 2 weeks upon arrival in the country, due to Covid-19. The United States was placed on that list late December 2021. With our trip being 1 week long, a 2 week quarantine was not possible. We called American Airlines and were told by a representative that our tickets could be applied/credited for another time within 1 year of purchasing. In May, the US was allowed into Germany without quarantine, and we called American Airlines to apply our credit to a new flight. We were told that the previous representative had lied: our tickets were not eligible for credit, and we revoked our money when we canceled our tickets in January. We complained, and received $100 to spend by September 2022. With airline ticket prices as they are now, that is almost nothing. This trip to Germany was a huge goal for my husband and I, and we are nearly starting from scratch now, having lost all the money spent. American was not understanding of the situation, despite it being Covid-19 related. We are extremely disappointed and have tried to fight for more from American Airlines, but it's been useless.

Not Verified | We were on a trip up north when my Mother passed. Not only did the agent help me find a new flight at the same price, she sent me a very nice condolence card. This was above and beyond normal and very much appreciated.

✅ Trip Verified | Madison to Kahului via Dallas. American Airlines just sucks, it’s always something with these clowns. On this particular trip, none of my three checked bags were forwarded to our final destination, and are still sitting in Dallas as we’re in Hawaii with no clothes, medicines, personal items, ect. They are consistently incompetent, and their customer service is terrible. I’m on day three of this mess, and still have no answers.

✅ Trip Verified | San Antonio to Memphis via Dallas. Staff very polite, but plane was supposed to depart at 6:20, but had maintenance issues. AA kept moving the departure time 9:30, 10:30, 12:20, 1:00, 1:30, 2:00, 2:30. They changed our gate once too. I had to change my connecting flight twice. Why couldn’t they bring another plane?

Not Verified | During airplane boarding, the display screen showed incorrect information (said Group 2 out of 9 now boarding) even though they were "inviting all passengers to board." Given that information, I waited, expecting Group 2 to reach 5 momentarily. Next thing you know, the boarding gate closed and the plane was already taking off, I asked the AA agents there why they had not updated the screen and if they could let me through because I thought it was not my turn yet logically because of the screen information. They apologized and said they couldn't do anything, they even tried to blame it on me for not coming to the gate. Well, now I missed that flight and my ticket is not refundable — terrible experience with AA. I've been a loyal AA customer for some time now but this is really off-putting and demotivating for future travel. All I can say now is don't fly with AA — use Delta Airlines instead where they can actually process a refund in a case like this.