American Airlines

Not Verified | Absolute worst travel and customer service experience of my life. I will never fly American Airlines again! Our flight out of Omaha got delayed 8 hours, causing us and almost everyone else on board to either miss connections, or miss their cruise ships out of Miami. The staff at the airport was rude and refused to answer any questions on why we were delayed and for how long. By the time they decided to let us all know when the flight would be leaving, there was no chance to book with another airline and still make our connections. Of course, AA had no other flights to the Grand Caymans that day, so they booked us a room in Miami and scheduled us on the first flight out of Miami the next morning. When we arrived at the hotel that AA had booked for us, the police were raiding the hotel, there were bullet holes in the floor, the place was filthy, and there was no way I was going to stay there. We called AA to have them change hotels for us and we were informed that they couldn't do anything over the phone, that we would need to go back to Miami International and find an AA customer service desk to get a hotel change, otherwise we were welcome to find a hotel on our own and save the receipt and AA would reimburse us. Fine. By this time, we had been "traveling" (not that I would call it that) for over 18 hours and decided to just find a hotel close to the airport and call it a night. It was 8:30 pm at this time. We got a hotel and back to the airport the next morning. The flight the next morning seemed to be going smoothly until they got everyone on board and backed away from the gate. We then sat on the tarmac for over an hour and a half with no air conditioning (apparently the mechanical issue was the air conditioner). It ended up being over 90 degrees inside this airplane that was over packed. The entire time, we sat and listened to the staff laugh, joke, and complain about the "bonuses" they all had just received for the holiday. Zero professionalism and rude to customers who were asking for water due to the excessive heat inside the aircraft. When we finally made it back from our trip, we submitted the request to be refunded for the hotel, our meals, and the hotel and excursion we had booked in the Caymans but were unable to make it to. AA customer relations representative would not accept some of our receipts, offered us a $200 trip credit to fly AA again and sent a check that was not even half the cost of the hotel room ($142), much less any other of our expenses. When I complained to customer relations again, I was informed that the amount I was refunded was the "policy amount" set for that date and location. I asked to speak to a supervisor and was told that the person I was speaking to was the last person I would speak to, there are no supervisors, and no other departments above them. I cannot believe that an airline allows this to happen. I haven't even mentioned in this review how rude the gate and flight attendants were throughout the entire trip, or that our return trip was delayed for over an hour as well. Absolutely the worst! Do not fly American Airlines.

Not Verified | Upon boarding the plane, the staff scanning my ticket told me my carry on was too big and to put it in the bag tryin. Fly with this bag regularly. My bag slid in with squishing my bag ever so slightly. She said it was too big because it touched the bar. So I took out my jacket out and that made the difference. I put my jacket back in my bag when I got on the plane and still had 3 inches of space above my bag. After an hour delay sitting on the plane due to a repair (understandably) the announcer comes over the intercom and says to the cabin “if the stewardess ask you to do anything don’t give them any trouble" first time in 40 years I’ve heard such a lovely random comment. AA you need to have better customer service training for these rude people. Thanks for taking my money.

✅ Trip Verified | There was no water or drink offered in first class until 45 minutes into our first delayed flight. There was no screen available for TV or movies in first class. The airline did not state the reason for our delay. Airline rebooked our connecting flight that we missed since our first flight was delayed for unknown reasons. Their rebooking added a leg and then did not get us in on time (again) for a different connecting flight. This has been a hot mess.

✅ Trip Verified | Flight left on time and arrived early. Pleasant onboard experience with very pleasant, friendly, helpful flight attendant. We had a pet in cabin and as usually with AA the experience was not stressful and very nice.

✅ Trip Verified | Horrific. The gate agents decided to close the gate 20 minutes early for their convenience. I explained my neck is broken, which can clearly be seen, and my immediate family member just died. I also explained my Father is very sick and this would be his last birthday. I had documents to show this was true. They said they didn’t care, and would book a flight 12 hours later, that would cause me to miss seeing my family. I also cannot sit in airports for hours through multiple changes because I am in excruciating pain. They said they didn’t care, and I showed proof I am going into surgery in 5 days. They didn’t care. Said they might give me a refund, but didn’t know if they would. Thank you American for once again letting me down when I needed you to respond like rational human beings. I may never see my Dad again, except at his funeral. I’ll make sure to send you his obituary, and will make sure not to count on you to get me there.

✅ Trip Verified | I wanted to reach out to describe an experience my daughter had with American Airlines. My daughter just turned 18 years old. Epileptic and has service dog. We purchased a seat for her trained seizure response animal (not an emotional support animal), as she felt with her dogs size, 72lbs, she needed her own seat so as to not bother anyone. When she arrived at the airport at 4:30pm for a 7:35pm flight, she received a message that the flight from PIT to DCA as well as her flight from DCA to Hartford was canceled. It happens. She got into Charlotte approximately 10:30pm and had 12 minutes to get to the next flight. She was a little panicked as she had to get to the other side of the airport for the connecting flight. But she ran, with her dog. She arrived at the gate D13 and saw people standing around and thought she would be called to get on the flight. She sat down and waited. Looking on her phone. After a few minutes, she looked up and saw a sign that said Gate Closed. She went to the gate and the two women there and asked why there was no announcement. One started laughing, the other said well you were walking away, obviously they saw her. My daughter was mocked, laughed at and when one asked about her dog, the other in air quotes "oh that's her service dog" My final comment is; shame on them. My daughter is a kind, unselfish and respectful person. She was by your employees, humiliated, embarrassed and shamed for having a disability. Again, shame on them.

Not Verified | We will never fly American Airlines again. First of all we have always had problems with this company to begin with as every time we have flown American they have always delayed our flights, Our last flight with them returning from Cancun was delayed 6 hours without compensation. Ruined our return to work the following day. The real reason and issue we Will never fly with them again was our recent flight due on Dec 2. It was cancelled on us 11/30 (less than 48 hours before) with a mere email and excuses from both the representatives and supervisor I spoke with who were exceptionally rude. I asked to take the same flight they cancelled on me which was available for same price and was told it was not their problem. Really horrible treatment and ruined our trip just 2 days before. We are two physicians who fly all the time for business, pleasure, and fun. We always offer to assist or help on flights whenever we travel if needed. To be treated this way is so unacceptable and unprofessional for such a "large" company.

Not Verified | Me and my fiancé were supposed to be on a cruise for our Engagement. We booked our flights with American Airlines and downloaded the app to keep watch for updates. Monitored the app for days and even hrs/mins leading up to boarding. Their website/app allows you to see where the plane you will be flying on came in from and when it landed at MCI our aircraft landed at MCI 11/25/23 at 4:32pm from CANCUN, the next morning when they were loading us multiple passengers asked to make sure we would be taking off on time because we did have some snow (it stopped around 1am) including myself we were reassured that yes we would be taking off on time. When all passengers were on board the Pilot announced take off in 15mins ... 30 mins later and we still had not moved .. 1 hr later still had not moved and nothing was said passengers started to question the flight attendants who didn't know what was going on. 2 hrs in and the pilot announces that our plane had not been refuelled in the 15 hrs that it sat at the airport so we were waiting, next thing he comes on and says they notified him that our plane was never de-iced. He lets us know that they are short staffed as well and now he does not know when we will be taking off. Multiple passengers wanted off, including us and we were denied being able to get off the aircraft that was still at the terminal to book other options. 3 1/2 hrs later we finally arrived in Chicago we missed all connecting flight to our cruise. Were forced to wait in the airport for hours for a return flight and now American Airlines is trying to say that they do not owe anyone any type of compensation and not to mention they are robbing me of my time, money and returning flights that went unused.

✅ Trip Verified | I will never book with this airline again. I was supposed to travel to Phoenix for a conference. A few days before I was leaving with my friend her sister suffered a tragic death. I reached out to see what could be done and at first i was told nothing. Then after hearing the alderman's of the situation they agreed to refund our tickets as long as I provided a death certificate, obituary and note on letter head from the funeral home stating the relationship of the deceased. Imagine the embarrassment of having to ask for these things when her and her family were grieving. Then even though I was told both tickets would be refunded they only refunded one. It's shameful to think that this is how people treat another human in times of loss and grief. I hope who ever decides to process refunds never has the humiliation of what this company put me through. It's shameful and they should be embarrassed to be a part of this company.

✅ Trip Verified | The worst airline ever. My son is graduating from basic training tomorrow and we are going to miss everything because of American Airlines. The airline completely ruined this experience for our children and for the family, our kids that we have not seen in 2 months and they are going to be looking for our faces tomorrow during their run and we will not be there for them because of American Airlines.