American Airlines

✅ Trip Verified | Using Covid as an excuse for serving tasteless sandwiches and drinks in plastic glasses, offering no pillows, no pre departure drinks etc in first class is getting old. We all know this is purely about money and not safety any longer. Flight attendants are embarrassed and it’s not their fault. I flew today on a beautifully appointed international aircraft for this 3 hour flight but service was minimal. In addition the first class cabin screens are ridiculously positioned and difficult to see. Prices remain at a premium level and the services can safely be offered and should be. Fix this before premium customers find a carrier that offers premium service.

Not Verified | The worst service possible. Never ever fly with this airline if you can avoid it. Flight attendants are terrible. The absolute worst human interaction skills possible. I have never in my life experienced such low social situation I.Q. Not only was that bad, the temperature inside the plane was unbearable, and our flight was delayed (along with every other review on here).

Not Verified | I cannot recommend flying with American Airlines! When I flew to El Paso and had to change flights in Dallas, the flight got pushed back again and again and was finally cancelled at midnight. No explanation whatsoever. The hotel, they offered us, was downtown which was quite a drive especially because we had to be back at the airport at 5am. On my return flight it got even worse. The flight from El Paso to Dallas got delayed. When everyone was already on the plane they told us that the machine had 'mechanical issues' and they needed to get a mechanic now to check it. Even though it probably was nothing major - that does not make you feel safe! Of course, I missed my connecting flight after that. So, I was waiting in Dallas for almost 3 hours till the next flight was going to Washington DC. Then, boarding was almost completed when flight attendants told us that the plane was somehow broken and they 'just recognised' that! Again: not feeling very safe! How can you miss that a plane is not working?! When I asked for compensation - vouchers for food and drink - a flight attendant told me that’s not possible. The whole thing was a business trip and my whole schedule lapsed. So: if you can avoid going AA - do it!

✅ Trip Verified | There is a policy at American Airlines that if they can get you to your destination within 24 hours of the time you were supposed to arrive then they will not allow you to switch airlines. We were supposed to leave Oklahoma at 6.20am and arrive in Florida at 10.30am but due to total chaos and hours at the airport, being directed to incorrect lines wasting precious time we missed the flight. Not that big of a deal because we could still catch a flight at 2pm the same day and make it to Florida by 6pm with Delta but because this policy is in place the agent had to put us on a flight at 5am the next day with American Airlines that would get us there 40 minutes shy of the 24 hour rule. We missed an entire day and a paid non refundable hotel night in Florida because this policy would not allow us to switch to Delta and leave the day we were supposed to. I can’t believe that. 40 minutes and I miss a whole day. Never again will we use this airline.

Not Verified | If you value your time, I recommend avoiding American Airlines. I was flying from Albuquerque, NM to Detroit, MI with a layover in Dallas, TX. Our plane required maintenance which delayed my flight by an hour. This caused me to miss my connecting flight to Detroit, so I was stranded in Dallas. After waiting over two hours in the customer service line, the airline provided me a hotel credit for the night and rescheduled my flights to Detroit. However, the hotel they provided was 40 minutes away from the airport, and I ran into additional delays the next day due to my plane being grounded. They ended up having to acquire another plane which delayed my flight an additional 2 hours. Overall, an entire day was wasted because of these delays, and the primary cause was poor plane maintenance which is concerning. Once again, if you value your time, I recommended avoiding this Airline.

✅ Trip Verified | Flight delayed/changed last moment. Confusing gates and times. Helpless staff. Asking passengers to check in Google for gate number. If possible avoid this airline.

Not Verified | Absolutely worst experience ever! My parents are seniors who can't speak English. When I asked for a gate pass so I can escort my parents through the TSA to their boarding gate, the AA staff absolutely refused to give me one. I have always been able to get one with other airlines and the AA website stated I could. The AA staff acted like I was an idiot and their explanation for it was because of "security concern" and even told me to just give my parents the instructions. How do you give someone instructions in another language and expect them to follow through in a huge international airport where there is no other language but English? The TSA officer couldn't understand why they refused to give me one either. If not for the kind TSA who took her time to help my parents get to their gate after 1 failed attempt, I don't think my parents would have made it to the gate on time. I have left them a message to call me back and discuss this issue.

✅ Trip Verified | Honolulu to Phoenix in First Class. Comfortable seat but a lack of real food. After take off I was served a soda in a plastic cup, along with tiny packets of corn nuts and almonds. Prior to landing orange juice in a plastic cup. The AA website shows what is served depending on flight length, none of which applied to this flight. A flight attendant, Carrie, addressed me by name and that's about as First Class as it got. She's the reason I might consider flying AA again.

Not Verified | The airlines check in department would not let me board with my dog from Tucson. This was at 5AM. He has flown with them before, as well as I pay a fee of $125 to have him fly with me. He is ESA approved and they still would not let him fly so told me to make other arrangements. I had 3 hours to then get to Phoenix for my conneting flight and called ahead to let them know I had a pet flying with me. All was good until check in to receive my boarding pass. There is only 1 line with American to check in with pets, which cannot be done at the kiosk only with an agent. I waited in 3 lines for over 30 minutes and then was told my flight was closing the doors and they would not let me on. No calling them to let them know I was here and coming that way, no TSA pre check for security, just nope not going. Then they said we can get you a flight for 7PM but cannot guarantee you will be on it as it is standby only, I was checking in at 8AM to leave. Needless to say I missed my daughter's baby shower for my new grandson and have never been treated so poorly by staff at an airline in my life! Be careful they are uncaring, unapproachable, non-negotiable agents. I was not even offered an alternative, just told nope.

✅ Trip Verified | One can see from my boarding times that my arrival in PHL from DWT was at 5:49pm however the flight to MHT was delayed repeatedly with AA citing that the connecting flight needed has not yet taken off to meet with us. This rhetoric was parroted to customers repeatedly with no further information. Ironically on the AA terminal screen saver the phrase “put compassion and customers first” was never applied. The 7:15pm to MHT was delayed for an hour and the same parroted message was conveyed every hour. Meanwhile flights from MHT to PHL were arriving fine but AA refused to offer any details on how much longer or why can’t you get everyone on a different plane. After 11:30pm it was obvious that AA was trying to save money by not getting another plane turned up and kept delaying now in 10-20 min increments. Sadly the drive from PHL to MHT could have been done faster than the flight but given the non-answers by AA staff, people were left to languish for 7 hours at PHL and all services and restaurants were closed. The gate had changed not once, not twice, not three times, but four times, the last blonde bouncing passengers from gate 19 to 27 and then to 37 then back to 27. Then AA had to find a pilot for the plane, then they had to find a flight attendant. Then they had to check everyone’s bags, then they had to read off the schpeal about AA mileage points at 12 in the morning. The “sorry for the inconvenience folks” doesn’t cut it and the complete lack of ownership for this blatant mismanaged logistical flub up reinforces how bad AA truly is. This isn’t the first time with AA where a flight has been delayed for 7+ hours ( missed a family members last moments due to multi-day delays and cancellations without cause or reason prior ) but it is now the absolute last time I will ever fly with them.