American Airlines

✅ Trip Verified | I became ill on the flight out of Heathrow. As we approached LAX I asked for a wheelchair, and subsequently was taken to the emergency room. I was hospitalized for several days, during which I called American about my reservation. I explained the circumstances and was told they were holding open my reservation (first class from LAX to Phoenix). When I called the next day to rebook, they had no record of my reservation or the conversation. I gave them my ticket number and they found my record but offered absolutely no credit for my original business/first class ticket. They did however offer to sell me a ticket in the main cabin. (I hung up and used my points for a ticket home on Southwest.) This is a terrible excuse for customer service, and I will make a point of avoiding American in the future, even if I have to pay more to a competitor.

✅ Trip Verified | I have travelled all over the world on multiple airlines and have never had confrontations with the attendants or felt compelled to submit a review. However, this trip with American Airlines was a disaster. On the trip out to CA, every plane was late (not a terrible thing). On the trip from Ontario, CA to Pensacola, FL (with a layover in Dallas, TX), the plane in Ontario was on time, but because of an earlier flight that had mechanical troubles, the flight was packed and several of those passengers were stuck for several hours and missed connections. The real problem was at the loading gate in Dallas on the final leg to Pensacola. The gate attendant was arbitrarily picking people out to have their carry-on bags checked to make room on the overhead bins. He singled my backpack out and told me to place it in the device they use to check if it will fit in the bins. My backpack fit, but he still wanted to check it. I argued with him about it as several bags that were obviously larger than mine rolled onto the flight. After removing my computer, the attendant told me I could take the backpack on and hold my computer. I was extremely frustrated by then and while packing up my backpack I mumbled under my breath "dumb ass." The attendant heard this and returned to me and told me I could not board the flight. I apparently hurt his feelings, and he felt that was sufficient to kick me from the flight. I was allowed onto the flight after his supervisor came over but had already called my ride from Pensacola to home to stop them from coming to the airport. I strongly advise avoiding American Airlines if you have to travel through Dallas. The airline has empowered their thin-skinned attendants to ruin your trip for arbitrary reasons. You don't have to pose a danger to the flight.

✅ Trip Verified | On Nov 23rd I had an award reservation from CLT to JFK booked main class with a seating upgrade voucher to premium seating. I placed myself standby on the earlier flight, I checked in early at the airport and was number 2 of 13 passengers. I informed the gate agent she replied 35 minutes before boarding seating would be assigned. American Airlines assigns seating according to the standby list to my dismay she placed me economy in row 32C by the bathroom and gave all the passengers on standby after me premium seating. I did inform her of my premium seating voucher used for my confirmed flight. She lied and said the computer assigns the seating. Upon my return to CLT I asked a reservation agent had American changed their practice on assigning standby seating they replied no therefore it leads me to believe I was discriminated against by this gate agent cause I was African-American. To this review American has failed to give me a reply on the complaint I filed. "American Airlines November 23, 2024 Hello, Thank you for contacting American Airlines Customer Relations. This is an automated acknowledgment letting you know that we received your comments and will be responding shortly. Should you need it, we've included a reference number assigned to your correspondence. It is located at the bottom of this message. You're in good hands Customer Relations is here to help. We're committed to answering every suggestion, inquiry and complaint we receive. We know that you are eager to hear back from us as soon as possible. One of our team members will review and address your comments personally. The review process might require some research therefore we may need some time to respond. We respect your time and will be doing all we can to get back with you as soon as possible - and in no case longer than 30 days. Haven't traveled yet? If you are inquiring about your reservation, please contact Reservations at 800-433-7300. They are available 24 hours a day and are able to answer questions and make routine arrangements for our customers requiring a certain degree of assistance when traveling. We also have an exclusive team of Special Assistance Coordinators who make the necessary arrangements to ensure that travel is comfortable and safe for our customers with special needs. No matter which level of assistance you prefer, our Reservations team can assist you. Calling from outside of the U.S.? Refer to "Worldwide Reservations Phone Numbers" listed on aa.com. Thank you for flying American Airlines. American Airlines Customer Relations"

Not Verified | I recently flew with American Airlines and experienced the best service ever on a 3 star airline ever for example cabin crew (Kim) went over and beyond my expectations she was so friendly in serving us dinner and made sure we had a safe and comfortable flight she also gave me a couple compliments which I thought was very nice of her, seat/legroom was fabulous. There was no entertainment but, I was able to watch some movies on my laptop and the movie options were spectacular. There was onboard wifi which was nice, ground service was fast and efficient since a TSA helped us and the check-in guy was very friendly in offering us the boarding pass even though my dad said no, food was very very delicious. Landing/departure in Santa Ana and Miami were very smooth, value for money was over and beyond my expectations. Will fly with them again!

✅ Trip Verified | Just wanted to put in a good word since there are so many complaints. JFK to DFW encountered a storm at DFW and were diverted to a nearby small airport. We did have to sit there for a while, but the storm had caused havoc to all flights. Crew was fine. We got back to DFW around midnight and had to spend the night in a nearby hotel (all very full due to storm, but found one) and booked a flight for the next day - we did this on our own, not through Customer Service (too long a line). At check-in, the agent found a sooner faster flight for us, which was great. Back home, I wrote an email to AA customer service requesting reimbursement for hotel and taxi, which they are not required to due when delays are caused by weather. They wrote back within an hour, apologized for the inconvenience and asked for the receipts. The next day they sent approval and within a few days I received a check for the full amount. I thought they did a great job under the circumstances. The rest of the flight(s) was normal - I don't fly for fine dining nor do I expect anything beyond the normal - older planes a little less fun, newer ones better. So I'm just commenting on the Customer Service which was great.

✅ Trip Verified | This is why I chose again and again to pay more for my international flights because of the rude and poor stuck up attitude of American Airlines air steward. I came in asking for help with my luggage because I was juggling with a lot of other things (including a baby etc) and this steward said sure but proceed to “air lift” his hands were NOT touching my luggage and said “please leave most of them and I can help after”. After what? After I lift it up myself? Then he proceed to say it’s not in his contract to help. This is not the first time I am appalled at American Airlines attitude. You’re in service industry. If helping is not in your bone go get yourself an office job. Total disgrace and why American airline will NEVER be close to any leading airlines like Emirates, Singapore or Qatar. Please do better and train your staff.

✅ Trip Verified | AA from the US in business class is normally ok, this was the return flight from Cancun to Phoenix, but is similar on all AA flights from out of the country back to the US. The counter person was announcing the flight and absolutely no one standing nearby could understand what she was saying, either English or Spanish. When the announcement to board came, no one knew whether it was priority, group 1, so everyone just swarmed to board, which meant that priority, group 1 passengers had to wait in line, about 15 minutes snaking down the ramp, to get to row 2. Nothing was offered to drink for business class while waiting to depart, not even water. There are 16 seats in first/business class. The attendant started taking menu choices from the rear row, when she arrived at row 2 there was NO OPTION, there was sea bass. We’re coming from an island where we had fresh fish and lobster for 8 days and we are given fish while heading home. This is inexcusable to not prep enough meals for a 16 section business class. As you can imagine, the sea bass with couscous was underwhelming. The offered dessert was a banana something, and having flown business class for 30 years I can honestly say it was the worst excuse for a dessert offering I have ever had - in appearance, taste, freshness, simply mediocre. Even though business class anymore always seems to be full, these seats are not cheap but the service from out of the US back in seems to be dropping rapidly to a point where it is nothing more than extra legroom. All airlines are pretty much the same, the only step from here is private flights.

✅ Trip Verified | They disrespect loyalty, & status. I have been united 1k for 4 years, never will recommend American. They reassigned my ticket in front of me, even when I was 15min before departure. Travel on your own risk, get are monopoly you can avoid them I got platinum pro this year, will go back to United

Not Verified | Delayed flight out of Miami over two hours causing us to miss connecting flight to Portland. Rebooked automatically to have us fly to Phoenix and be stranded overnight and take a flight to Portland Wednesday 11/13 in the morning. Flight in Miami delayed again so we would miss our rebooked connecting flight in Miami to phoenix so stranded in Miami overnight. Rebooked flight from Miami to PDX but it is not a nonstop like original, have a layover in Texas. American Airlines Booked us a hotel overnight only to show up and have them tell us there is no rooms available, this forced us to go back to airport to stay there overnight with our two kids. This forced us to pay for an Uber back to the airport. In total we are now going to arrive home more than 16 hours later from the original time that was booked. Loss of wages for two people, pet sitter additional day and night, uber rides to hotel, both kids miss school, extra day of parking fees at airport

✅ Trip Verified |   This complaint is due to a mechanical problem which caused me to miss my connecting flight. I stood in line for 45 minutes at the help desk to receive a voucher as promised. Upon receipt of a free hotel and a $12.00 food credit, I left to pick up my luggage, which was pulled at my originating airport to be picked up in Dallas ft worth since I knew ahead of time I would have to spend the night in Dallas and was told I would receive a voucher for my hotel along with my luggage. I waited for all the bags to come off and my luggage was not there as promised. I went out to call the hotel, and the phone just went voicemail after numerous attempts. I googled the address of the hotel, and could not get anyone to answer to even get a ride to the hotel. After having this happen to me on a previous trip with American Airlines, where I received a voucher to a hotel, got a bus to the hotel and there were no reservations available. I realized I did not want To pay for an uber to a hotel that clearly either wasn’t in business anymore or were overbooked. I realized that since it was after 9:00pm, I would need to secure my own hotel. I got the last room at the Hyatt which was almost $500. I called every low cost hotel in the area and there were no rooms. I left early the next morning for my charlotte connection and went to use my food voucher and was told it was only good at Dallas ft worth airport. I was told at the help desk it was good at any airport on my itinerary. I arrived home with no luggage until the following day. It was raining, and the courier service just dropped it in the pouring rain and drove off, not even ringing my doorbell. My luggage is expensive Hartman tweed favric and was soaked. I sent a complaint to the customer relations department to complain and was told that although they understood my frustration, they would not be sending me one penny for the vouchers that were of no value. If a company promises vouchers yet won’t stand by them, they are dishonest and lack integrity.