American Airlines

I was very impressed by the extra service from all airline staff. I was on crutches with a broken foot and they offered to take me in a wheelchair between airlines and even to get my luggage. All airline staff was very courteous and concerned. However, I was very very offended at the end of the journey by a porter. The lady who took me to get my luggage realized that she couldn't carry my bag outside and wheel me as well, so she asked a porter to help, a Spanish speaking man. He literally picked up the one suitcase and wheeled it outside. The lady left me in the wheelchair to wait for my ride. The porter then turned to me and said, "well?" "Well what?" I asked. "I work for tip!" He said. "I'm sorry I have no cash," I said. "Ha! You have no cash?? I work for tip!" He said again. "Leave me alone," I said. He then threw my suitcase on the ground and walked away. At this point it was midnight, my foot was in real pain and I was really offended by this. I have no problem tipping porters, but this was a very different situation, as I didn't not ask for his help and it literally only took a moment of his time. The lady could not have taken me outside without his assistance. I will avoid the airline after this experience.

I have flown American Airlines at least 5 times this year, not one of the 5 times has anything gone smoothly, from delayed flights due to planes not being available, planes breaking down on runways, switching planes and gates multiple times, and the list goes on. The staff is flat out rude, every single time I have a question it is responded with a condescending answer. By far the worst airline I have ever flown and this includes American eagle. If this is any indication of how irate I have become with them, I have never written a review online for any business no matter how bad the customer service was. I recommend you choose any other airline besides American or consider driving. With all the delays you will undoubtedly incure you may make better time driving.

Los Angeles to Kona (Hawaii) on an American Airlines A321. Now that I've taken two flights on this new aircraft and spoken to flight attendants it is clear that American has chosen the wrong aircraft for this route. Firstly, although new, the setup is so flawed and poorly thought out on many levels. The entertainment system is problematic with constant reboots needed and a very clumsy operating system. The whole experience is like renting a car from a budget company and getting a new car which is clearly made as cheaply as possible. The most serious issue is that due to fuel requirements this aircraft very often has to move passengers away from the front of the aircraft when loads are light. A flight attendant confessed to me that it happens with regularity including evacuation of the entire first class cabin. This is not a safety issue but an issue of very poorly thought out choice of aircraft for route. That combined with the serious design flaws make it a strange experience.

This is the first and last time I book a flight with American Airlines. The pilot for the 6am flight was a no show, which resulted in a late departure to Philadelphia where I needed to connect to get to Syracuse. They made me miss my connecting flight to Syracuse. They provided me with a rescheduled ticket for 2pm to make up for it. They wait until 2pm to tell me that I had a standby ticket meaning that I was not guaranteed a seat. It's 12 hours later and I'm currently and still at the airport because of this standby! Never again will I invest in disorganization and lack of good quality service.

Decided to fly with American Airlines for a return trip from Houston to Phoenix. This was a colossal mistake! We arrived at the airport 2hrs before our flight and almost didn't make it. We tried checking in at the American kiosk but were told we had to see a representative because we were travelling with a small dog. We got in line for a rep and waited while several angry customers ahead of us were seen to. Got to the front of the line and were told that we could not be helped and had to stand in another line for a different rep that could check our little dog in. We did this and finally 30 mins later were at the front of that line when the rep closed his station! He directed us to another line where we waited and started to fret because it was getting near to our flight time. Got to the front of that line and the sloth like rep told us our gate had closed. We asked what our options were and were told it was not her problem! My husband ran and tracked down an AA manager. He proceeded to read us the riot act about being late before even hearing our side of the story. Fortunately some other travellers who were going through similar scenarios stood up for us and told the AA manager that we had indeed been on time and had spent over 1.5hrs in the check in line. The manager decided to help us after explaining AA was in no way responsible for any of our trouble. He got us to our gate just before the plane door closed. We had paid for an upgraded seat but lost that with no compensation and not even an apology. Our luggage did not make our flight and we were told in Phoenix it would cost us to have it delivered to where we were staying! We received similar treatment on our trip home but had allowed 2 extra hours at the airport so made our flight! I have never seen so many angry disgruntled travelers on an airline and I travel a lot. Nor have I seen so many rude, incompetent employees. I would ride my bike to a destination before I would ever take another American Airlines flight!

Complete distain for their customers. Although American Airlines tout in their Customer Service Plan "We are in business to provide safe, dependable, and friendly air transportation to our customers, along with numerous related services, in the hopes that you will fly us again and again." My wife and I found the reverse opposite to be true when traveling out of both Houston and Phoenix this weekend. The ticket agents were all (six people that we worked with anyway) poorly informed of the airline process and procedure, stunningly rude and belligerent. It boggles my mind that this airline is still in business, I guess size trumps quality for American's ridership. I however, will never again purchase a ticket with American Airlines.

Dallas Fort Worth to Wichita Falls flight AA3339 was delayed due to weather. However, minimal efforts were provided to comfort the passengers. Cots and blankets were piled in one area, first come first serve. No compensation was provided (i.e. food vouchers, coupons for future flights, water). No one offered to dim the lights. No efforts were made to silence or turn off the televisions. I asked one of the attendants for something as little as ear foam plugs but none were provided. On top of all of that, there was a fire alarm test of the building that lasted approximately 20 minutes at 4am. Attendants refused to provide the customer's baggage to leave the airport to seek lodging elsewhere and/or procure other transportation to their destination. Customer satisfaction reached a new level of low. Flight attendants all departed from the airport after cots and blankets were distributed. It seemed like the attendants said, "It's not my problem anymore". It is understandable that decisions were made from the bosses in the top, however it is the attendant's responsibility to try to provide maximum comfort to the passengers whenever possible. The little things really do matter!

Don't volunteer to give up your seat unless you are prepared for significant hassle. They asked for volunteers, I asked when the next flight was, they told me it was an hour later. I stood at the counter for about 45 minutes while they tried to figure out how to do this. By then, my original flight had departed. It was then that I was told the next flight was seven hours later. Upon arriving I told the reps at the American Airlines baggage claim desk that I had moved to a later flight. They told me that my luggage had been transferred to the new flight and should be at the baggage claim. I watched the baggage belt go round and round for forty five minutes before asking a different rep, who said my bag had come through on my original flight. He got it in five minutes. Overall, a colossal waste of time trying to do something nice. It's just business to them. They do not care.

Dallas to Quito via Miami. What was supposed to be a routine departure from Dallas at 5am with an arrival at Quito at 2pm (via quick stopover in Miami) turned into a 24 hour shocking debacle all due to the unprofessional couldn't give a hoot attitude of ground staff. We cleared security at 4.15 and checked on the board that we were still for Gate C22 . The board confirmed Gate C22 and we proceeded directly there. At 4.40 an announcement was made that the gate had changed to A39 - two terminals away. By the time we got there (with quite a few others) they had closed the boarding! They blamed it on us for not checking the board 60 minutes before departure. On telling them we checked 45 minutes before departure they said they had no control over the board and that we should have googled "something" to check on the Gate! Her attitude was belligerent, demeaning and in my opinion she should not have that job. We were put on a later flight that missed our connection. On arrival in Miami, we asked for hotel accommodation, or at least meal/beverage tickets for our 8 hour delay but were told they only did that for "mechanical " delays and not for people that missed their flights, again putting the blame on us. The attitude and belligerence of this staff member was on a par with her Dallas counterpart. She told us our baggage had proceeded on the flight we missed - so much for security - and she promised it would be on our flight to Quito that evening. I did not trust her advice and later asked another staff member. He said they could not tell where the baggage was but that it would be on our evening flight (so one of them was lying). Anyway, we finally got to Quito to spend another 90 minutes waiting and then complaining that our luggage had not arrived. The queue at the lost baggage desk was unbelievable ~ all with similar stories. They promised we would get the luggage today - but it is still in Miami! Woeful, incompetent, unprofessional and rude ground staff all with belligerent attitudes. We will never fly with American Airlines again.

American Airlines from Honolulu to Los Angeles. The good news is new aircraft on all Hawaii routes. Truly not bad. Flight on time, staff cordial, food acceptable - just ok. Interactive entertainment has good content but very clumsy to operate. Why tag luggage premium when it just has no meaning? It actually makes it worse with expectations not met.