American Airlines

Not Verified | My flight from Washington DC to Boston was delayed 7 hours! After I texted customer service I was mad and asked why the flight was delayed for 7 hours and 45 minutes. She told me goodbye without any reasonable response! Then I called and the lady on the phone was very unprofessional, she was saying yes your flight is delayed and this is not my mistake you can go to another company if you would like! and that said, the airplane still has some technical issues! I mean for 7 and 45 minutes delayed because the airplane was broken. This is not acceptable. I am done with American Airlines. this will be the last trip for me with American Airlines. Customer service is zero. Air services are zero.

✅ Trip Verified | I just wanted to share a terrible experience I had so folks are informed about American Airlines fraudulent guarantee for family seating together at no extra cost. I took a flight to yesterday Sept 22 NY to Delhi with my two children who are 3 and 7 (AA292) at 8:55 pm. When I had booked the flight it was just me and to my two children yet when they issued my boarding, pass AA booked me in three different seats in three different rows. When I argued about it with the manager at the gate she was extremely rude to me and she asked me if I had paid for my seats, otherwise they wouldn’t be able to help me. This is despite AA’s claim on CNN and USA Today that AA will seat families together for no extra cost. When I asked her about the rights of families to be seated together, and the guarantee that had been made the manager asked me how about the rights of the other passengers who paid for their seat? Why should you as a family with small children get a priority ? She then told me go inside and discuss it with the passengers feigning complete lack of empathy. Of course, when I went in, the passengers refused to switch their seat because they said they paid extra for it. When I spoke to the air hostess, she said that this happened on a weekly basis, and that people were not willing to give up their seats. For this flight American Airlines was selling individual aisle seats for a higher price, after families had booked on basic economy, even after they knew that families needed the seats to be together, and when families came in all the aisle seats were taken, and so they were all separated. At the time of reservation even though the seats had been available, the families were not seated together automatically even under the same reservation. This violates the guarantee on their website. The truth is American Airlines is not family friendly and it seems they need customer service training and child focused training if they want to become a family friendly airline. Currently the PR and their actual service are mis-matched as the managers didn’t seem to know about the guarantees the company make online, neither did the air crew it seems. Eventually I had to beg and pay people myself to get them to let me sit with my kids. It was extremely nerve-racking. All this while on my children were crying with no real support from the air hostess. We need solid legislation to enforce airlines to meet the statements they make. If they can’t seat family together and see there are two small children and a parent traveling on a flight they need to inform the passenger at the moment of booking that the seats will not be together. They should not try to sell the seats to individual passengers and then at a later point tell families there is no seating or that they need to pay extra, leaving them at the discretion of other passengers. AA is prioritizing profit over families.

Not Verified | We have had the most disappointing experience. This caused us to lose an entire day and we paid for excursions that couldn’t be refunded. My Mom, sister, and I were going on the trip of lifetime to Barcelona. We boarded the plane in Philadelphia and sat on it for two hours before we had to get off after two hours. We were told there was multiple failures. How were we even able to board? We got off the plane with no instructions. We were supposed to get our meal/dinner on the plane and they gave us a $12 meal voucher so we could get a bag of Cheetos in the airport - LOL! At that time most of the restaurants were not serving food any longer. They provided us with a hotel and shuttle service. The hotel left much to be desired and we ended up getting an Uber because the line was so long to get a shuttle. We also found out that a flight to Paris was also cancelled. The next day we came back we sat in an area and left our travel pillows and a set of crutches in a back seating area. We grabbed lunch and came back to the area with a flight attendant sitting there. She said those were her pillows and we couldn’t sit there. We asked why and she said it was for crew. I asked why we couldn’t sit there because there was no signage for indicating we couldn’t sit there. She asked if I knew I was talking to and I said are you an employee. She said yes and I asked her name. She threatened to call security. Mind you I am in a wheelchair. I told her go for it! I can’t go anywhere fast. She eventually left the area and everyone around us thought she was totally inappropriate. I will definitely consider this experience as we consider flying in the future.

Not Verified | I asked AA to change my flight or provide a credit for an honest mistake in my purchase. I accidentally picked the wrong cities to leave and go to backwards. They refused to give a credit or help me change it unless I paid an additional $500 dollars for one way! I will never fly AA again. My return flight was through United and they immediately cancelled the flight and gave me a future credit. No one could do anything nor did they care that I was out money and the flight is wasted.

Not Verified | I booked tickets to have the airline change them 5 times, not me to then only leave a small window to get to my connecting flight! Then there was delays from the get go, to then being at a standstill in theO Hare to get to our gate! We had our connecting flight to Alabama a few gates down. I ran to our gate but had my husband wait for my check bag! We were traveling with friends they got on the plane, but when the attendant called the pilot stating we were delayed and four of us were traveling the Pilot refused to wait for us! As we got our bag the flight was then closed as we sat there and the plane was still there and could not get on, we ended up having to fly to DC then to Alabama a total of 8 hours more to get to our destination. It was a nightmare, and I will never fly this airline again. We had a full day of vacation that we could not enjoy due to this experience. The attendant was not nice at all at O Hare, I will again never fly with this airline.

✅ Trip Verified | American Airlines is the worst. I am a loyalty member and I regret it completely. This is the second time this year my flight was delayed and I missed my connecting flight. I have wasted a lot of money and time on American Airlines. I do not recommend anyone to use AA.com. I had to stay over night in a strange city with my kids. I huge hassle. I received vouchers that were not excepted because all restaurants are closed so they are completely useless. I am canceling my loyalty membership immediately.

✅ Trip Verified | Had planned a trip to Madison for by niece’s wedding. We’re packed and ready to go to bed and our trip was cancelled and rescheduled at 11pm. We originally had a 6:00 am flight arriving at 10:30am to our destination. We were rescheduled to leave at 2:30 pm via DFW with a 5 hour layover arriving at our destination at 11pm. Horrible option. Cancelled trip. Will never fly AA again. Had to wait on hold for hours to try and reschedule.

✅ Trip Verified | I have encountered an awful incident & demeaning interaction with an AA staff assigned to do the boarding process. Before they started calling the group number assigned to board the plane. Before boarding time, we were already standing behind the wall that was out of the way from the line to wait for our group number to be called. While I was standing with my sister, we witnessed the agent display unprofessional behaviors towards other passengers specifically to the girl/teen in his age group. He was suspicious but flirting at the same time, & asking her if she was the one in the passport, but then let her go and let her board the plane anyways without calling the security check. Another incident, he let the a person board, even though it was not his turn to board yet, his number was the same as ours, and AA staff said, "Are you alone? but, I will let you go, even if it's not your turn to board yet, just this time.” After a few more mins, the agent had stopped calling the group number & instead, he had started just saying, next, to let the other passengers board without calling the sequence number. So, I finally approached him, what number he was calling, he then screamed at me and told us to go to the “cue” which we did & followed him, but first, I had told him to “cool it down” & no need to scream at us, it’s unnecessary. We then proceeded to the wall behind us and went to the passenger line, where he said the ”cue” as exactly what he just told us to do. I saw him smirking, laughing with another passenger, and telling her about us. At the same time, I had overheard the agent calling the security to do a luggage check on us for no apparent reason. I totally understood clearly that a random check could happen at any time to anyone to check luggage again if they are under any suspicion. But the agent acted more like a scornful staff & retaliated further to show his power. We didn’t leave the airport, we were just there for transfers & we are just there for boarding. Even the supervisor told me he was not supposed to do that without letting him know first. He clearly violated AA protocol per his supervisor.

✅ Trip Verified | An all-time new low from American Airlines domestic. How dare they get away with calling this joke of a service First Class? Of course First Class was packed with all the AAdvantage upgrades. In reality, the ONLY thing you get in American domestic First Class is a slightly wider seat. The service from the stewardess was non-existent. She did the bare minimum and then disappeared into the galley for the entire flight. I would not have believed earlier reviews about the new B737-800 MAX if I hadn't experienced it myself for the first time. The seats, even in First Class, are extraordinarily uncomfortable, even for a mere four hour flight. Also, there is no seat-back entertainment screen whatsoever. Presumably, this is some ploy to force passengers to pay for the very poor WIFI. I cannot stress enough how awful American Airlines truly is. Do not waste your hard earned money or points flying this airlines, unless you absolutely are forced to do so.

✅ Trip Verified | I was initially booked First Class on British Airways, but downgraded by BA to Business Class on Air Belgium. I did not wish to fly on British Airways charter to Chicago, so elected to fly on American Airlines who only have Business Class to ORD from LHR. I have not flown on American Airlines for some years, and hoped for a dramatic service improvement in Business Class trans-Atlantic. Sadly, the service on American Airlines is much worse. The cabin crew were surly, and inattentive. The food was literally inedible, and the wine selection a bad joke. The flight attendant almost threw the food at the passengers, with no smile whatsoever, and then disappeared for the majority of the flight. Absolutely atrocious service, and American Airlines should be ashamed.