American Airlines

Had an excellent experience from Palm Springs to Washington DC return during September. I had not flown American Airlines for a few years and amazed at the improved quality of the First Class domestic product. All flights were on time with connections at DFW. The inflight service was excellent and the friendliness of the team surpassed expectations.

I was visiting Miami for an academic conference. My colleagues arrived to MIA a bit late due to traffic issues/flooding. We arrived to the airport around 55 min before our departure on AA1265 to PHL. With no bags to check, we proceeded to security where I noticed that my boarding pass would not load on either the mobile app nor via the browser. I told my colleagues to go through security without me, and went to a nearby American Airlines kiosk to print my ticket. It did not work. I tried another kiosk which printed an error ticket, directing me to the counter. I did check-in from home earlier that day and had a reserved seat on this flight. Aware of the lack of time, I informed the check-in line rep of the situation, who referred me to the supervisor. She understood my situation but insisted I wait in the bag check line to print my ticket, despite 0 bags to check. When I said the delay would cause me to miss my flight she unsympathetically told me that I should have arrived 2 hrs early and walked away dismissively. At the counter, the agent printed my ticket easily with no explanation as to why it didn't work on my phone or from the kiosk. I went through security and sprinted to my gate, only to miss it by a few moments (walkway still attached), both of my colleagues aboard. Rebooking was apathetic and booked me standby for 7am. American Airlines has the worst customer treatment and I will never fly AA again.

American Airlines makes it almost impossible to speak with anyone in person, and now I know why. They do not want to be held responsible for any part of your flight experience which they did not provide well - which for me, was just about every one. The mechanics of the plane, quality of the flight attendant service, timeliness of the flight, etc. My son was smacked with the tray table from the seat in front of me repeatedly and no one cared to do anything about it. I finally just left it open so it could stop randomly falling on my infant (3 months old at the time). The flight attendant got annoyed and said I had to close it and I told her I would just as soon as she figured out how to get it to stop hurting my baby. She was rude and said she didn't know and didn't even apologize. Clearly, all they care about is taking your from Destination A to B, regardless if you get there in one piece or not. If you get on the plane, then they have done their job, according to them. Do not fly with them if time or safety are your priority.

In Florida the American Airlines plane I was flying had mechanical problems which made us an hour late getting into Philly. I missed my connecting flight. I had to stand in the customer service line for 90 min only to be put on the next flight going out the next day. There allotment of hotels was out so I guess I was supposed to sleep in the airport, and some did. They would not help find a hotel, I was denied help when asking for transportation through the airport due to a disability. I ended up finding a hotel nearby and grabbing hotel transport. I was charged $172 for the night. After contacting customer service, in the end they gave me 10,000 points (which is worthless) and $79 towards my hotel. Thanks for nothing. I fly a lot and it will not be with American Airlines again!! They are a huge disappointment and unfair practices.

Someone else booked me this American Airlines flight, and I will never make the same mistake. I was taking the Red Eye back home to Boston, needing to make my connecting flight from LAX to BOS. Not only was my first flight delayed, from SAC I had to add another connecting through Chicago which they promised me was the earliest flight, but then ended up having to wait 3 hours in the airport. American Airlines customer service was abysmal and the whole trip was stressful and unproductive. Would not recommend.

So displeased with the customer service American Airlines serves. I booked a flight through one account with my boyfriend two months ago leaving from two different locations but meeting in Miami to connect. His first flight was delayed due to crew issues, which then had his connection put on another later flight to Panama. AA said there were many seats on the second flight but it would cost me 200$ for switching. Even though it was a mess up on their end, I tried to address it nicely but they refused to work with me. They don't care. Sat at Panama airport waiting for him. I refuse to fly with this airline again. I've never had issues with Southwest when I had to cancel my flight with full refund. American Airlines just wants your money and not your satisfaction.

Las Vegas to Miami via Los Angeles. The A321 is quiet aircraft, comfortable seats, wonderful spacing and inflight entertainment system. Crew was exceptionally professional on the first short flight and the A321 to Miami. Food selection was good. Captains informative especially deviating around weather. Returned to DFW on refurbished Boeing 777-200 and to LAS on new Boeing 737-800, again fabulous flights. Sat on ground in MIA with baggage and weather delays and Captain informed passengers of status. Missed DFW connection, but my AA app revised flight all figured out as we landed. New Boeing 777-200 interior is beautiful, loved the mood lighting. Once again, service was great and crew very professional.

Second time this year American Airlines has changed my flight causing me and my wife to be seated separately on the new flight. The only seats available next to each other were premium seats that they were requiring me to pay for. Fist time was our 35th wedding anniversary. Never again.

American Airlines ground handling at Heathrow is slapdash, disappointing considering it's AA's own staff. Despite having Oneworld Elite status, no priority tags, explanation of lounge options or recognition at check-in or boarding gate (use of my name just once would have been nice). Used the British Airways lounge, and it was fine for a coffee and afternoon tea. Boarding at LHR chaotic. Onboard, the crew were friendly and jovial, the new Business Class seat is comfy, lots of storage, great IFE and Bose headsets. Wifi did dropout numerous times. The dining was second to none, compared to British Airways where a tray is thrown at you in Club World and the main course in overcooked and swimming in liquid. I have not flown in Economy with American Airlines transatlantic yet, but Business Class exceeded my expectations, and with their new product they exceed BA by miles. Looking forward to American Airlines and this aircraft on the SYD-LAX route.

American Airlines is hit and miss on most flights. Sometimes great service, sometimes not so great. They should have longer turnaround times in London Heathrow, because I often take their flights from there to LAX/JFK and the planes are dirty. This time, I opened up my screen at row 16 and there was food, drinks and everything else on the screen. The table dirt was the same. Seats had food bits in them. This flight was okay, food was better. Planes are packed these days, so even as Exec Plat, I had no chance of the system wide upgrade.