American Airlines

✅ Trip Verified | I consider American Airlines a world-class carrier with aspirations for excellence, so when I sat down at my seat and found the touch screen was not working. I thought, “Ok, it’s fine; this sometimes happens. This is okay.” Then I put my arm on the armrest and was surprised to see that the entire armrest was covered in duct tape, and I thought to myself, “Duct tape? really?!” If I rent a car, and upon getting in, find the seat is covered with duct tape, I would consider this unacceptable. So, for American Airlines, which has aspirations for excellence. My question is this: Is this acceptable?

Not Verified | We were flying 2 legs with American airlines: DTW (Detroit) to DFW (Dallas), DFW to MEX (Mexico city). On the way there, our flight was delayed, and we just barely got to our other flight in time. then, they lost our checked luggage. the worst part is, we were flying with another airline to another destination in Mexico, and simply couldn't wait. The airline staff was either rude, or they didn't know what they were talking about for our lost luggage. The airline then took 2-4 days to get it back to us, near the end of our trip. they also refused to answer our phone calls to customer service. we sat, on hold, for over 5 hours just for them to hang up. On our way back, we got stranded in DFW and it was American airlines' fault! It was a real hassle due to their truly awful customer service.

Not Verified | Sonya at the MBJ Counter of American Airlines was attentive and addressed my concerns professionally, and in a timely manner. She is definitely an asset to the organization.

✅ Trip Verified | This was an awful experience. Avoid American Airlines at all costs. First, they changed our itinerary and forced us to add 3 hours flight time and a 4 hour layover to our trip. Next, our flight was delayed due to mechanical issues with the plane but they wouldn't tell us what was happening they just continued to delay for short periods of time so we couldn't leave the gate area and couldn't make other arrangements. Then they announced a new gate, new aircraft and boarding time and again started announcing delays without explanation. The second plane was eventually taken out of service as unrepairable and a third gate and flight was assigned. This time they let us now the departure time was uncertain because they didn't have a crew (it was Thanksgiving and getting late). We finally got them to agree to change our reservation to another airline with a flight leaving later in the evening and they assured us that they would transfer our baggage because they had over an hour and a half. In total, we spent over thirteen hours in Dallas/Ft. Worth airport, our original 4 hour layover and an additional 9 hour delay. Our arrival in Madrid, originally scheduled for early the next morning ended up being 2:30 in the afternoon and we still had to wait for the baggage which, of course, did not make it onto our flight. One whole day in Madrid gone. After i posted a complaint with American Airlines I received one phone message from someone who never returned my phone calls and several apologetic messages without any offers of compensation or resolution. Ultimately they gave me 7500 air miles while they researched my claim and in keeping with their policy of customer neglect, no real satisfaction. I will certainly never fly American again.

✅ Trip Verified | My nephew and I traveled to Cuba and we were overcharged $165 each for a bags that they considered overweight or oversized, even though, their website states the following: “Each passenger traveling to Cuba may only check up to 2 bags* with a maximum weight of 70 lbs / 32 kgs per bag, plus 1 carry-on bag and 1 personal item” Trips originating outside Cuba. Bag 1 Bag 2 Bag 3 To Cuba. $0 / $35*^ $150 / $200**^ $200 They charged $400 for each of us. I have different phone calls and they refused to get back our money. On top of that, last phone call they hang out. On top of that, they left behind a check in bag in miami when returning back, the bag was broken and also refused to pay what it cost. It was a bad experience and I hope I don’t have to travel with them anymore.

✅ Trip Verified | Very rude staff at YYZ and even worse at MIA. They have no manners in speaking with passengers. Very impatient with seniors that required assistance using the totems to check in.

✅ Trip Verified |   This airline is awful. They have no regard for you as a passenger. We are delayed 30 hours and counting. Just as we are preparing for take off on a 15 hour flight, the Captain realizes he is over his hours. Now we sit on the plane and wait for a new Captain? I had a similar experience returning from Peru in August 2024. The most frustrating part is the complete indifference towards the passengers. I was a loyal customer. Now I just hate this company and will do my best to avoid them in the future.

Not Verified | Multiple flight changes without any notice of gate or flight change. Left New Orleans at 3 am, it is now 8.45pm and still waiting on a delayed flight. 6 of the American Airlines flights are delayed at this time. Will never fly American again, would rather rent a car and drive for days. Will try Delta next time. Pathetic customer service.

Not Verified | We left 2 hours late, then diverted to Tulsa with no explanation. Left sitting on the plane for 10 hours with no food and no water. They did not help us find or even offer to help find ways to our destination We lost our once in a lifetime trip, NFL game tickets and hotel. We were given no hotel voucher and no flight home. We were stranded in Dallas, had to rent a car to drive home and pay for our hotel. There is no person you can talk to because they don't have a phone number to even call customer service. I will absolutely never fly AA again.

Not Verified | I tagged my luggage, as we were boarding I noticed my luggage was left behind. The stewardess just said I don't know what to tell you. I had noticed way before & asked before we boarded. They just said ok just keep an eye on it. We traveled to NY and on way back our flight was canceled then rescheduled to 3 connecting flights and overlay of 8 hours. We're getting home a day late.