American Airlines

✅ Trip Verified | AA was the worst airline I’ve ever flown and I fly often using Delta. I was suppose to arrive at my destination close to 1pm. I get things happen and weather permitting, etc. but I had to switch flights multiple times, multiple connecting flights were missed… I was stuck on a plane for 55 minutes while they decided they needed maintenance to come fix two lights on the aircraft in the aisle. It was hot and there was no air on. Everyone was sweating and complaining. Granted another delay that was about an hour was to sit on the plane and wait till the weather in Chicago got better. I understand that. But then I had an elderly man behind me on one aircraft that was on oxygen and needed a plug to charge it and the lady told him there was none and that “oh there is one but it probably doesn’t work.” So the elderly man and everyone around him was nervous and scared the whole flight. The staff on multiple planes was very rude and unhappy. I didn’t end up to my destination for about 6 hours after I was suppose to and after all the flight changes I encountered, I ended up having to fly to a different airport in Houston where I then had to get an Uber back to the airport where my rental car reservation was that was unable to be changed to a diff location. Not to mention one of the aircraft was out of almost everything to drink!

✅ Trip Verified | I fly approximately 40-50 times a year for business with all major airlines within US and International, economy as well as business class. Never experienced such a bad customer service. Flight delayed twice. Horrible customer service, will never ever fly again with AA even if I have to walk thousand miles.

Not Verified | Worst experience ever! Delay caused re-scheduling for myself and my son. Nothing available until evening of next day. Had to pay $387 for a hotel room as it was a holiday weekend and all rooms were sold out or required a 2 day minimum stay. Had to pay another $166 for rental car car, dog sitter and cancel plans for the next 2 days as a result. Received a text with new reservations 17 hours prior to departure stating a connecting flight would be delayed. I'm cancelling my end of July trip until they get their act together. My best friend had her Friday flight cancelled, re-scheduled flight 2 days later delayed, which made for a 12 hour day of flying. They should not schedule if they are not staffed! Paying customers are the ones that suffer!

Not Verified | What should have been a direct flight got changed at the last second to a lay over. So what should have been an hour and half lasted 6 hours instead. My flight was somehow changed at the last second so I couldn't get a chance to try and get my original flight back which wasn't even cancelled so I'm not sure why it was changed on me. So in the future I'm avoiding AA at all costs.

✅ Trip Verified | Worst experience ever. Checked in 3 hours before, then attendant told me the flight has been delayed for two more hours. Had be reassigned to a different gate. Later they changed the flight to another hour with another gate change. By the end of the night I was placed on standby as well as a military family with 3 kids. They said the flight was fully booked and turned them and me away. I spoke to the general manager, and he seemed oblivious to the whole situation and was very rude. I had to check into a hotel out of my own expense. I got an email at 5 am saying I had be rescheduled a flight at 9 am. I checked in early, got on the plane and then had to exit the plane as the plane was having issues with the fuel and technical issues. Then reassigned another gate and plane. It was unreal, the customer service was terrible. Do not fly with American Airlines ever!

Not Verified | I departed PSP on time and arrived to DFW. I had a 5 hour layover and saw 20 or 30 random people sprinting back and forth. American Airline Customers missing flights. I just knew it was going to happen to us. My flight boarded almost an hour late, and then the pilot didn’t show up. I land in Charlotte and sprint to my terminal but show up 3 minutes after 10 pm. The app said E31 and my electronic boarding pass said E17? Of course the one time American Airlines can meet a time line is after it forced us to miss our flight. So now I’m stuck in the airport with a hungry 8 year old, she had lunch but no dinner because everything is closed. Luckily they gave us a $12 meal voucher, that’s about enough for a bottle of water and a granola bar maybe. But again everything is closed.

✅ Trip Verified | Horrible customer service! Missed connecting flight in Dallas due to severe delays. Even though arrived at gate while connecting plane was still waiting departure, they would not allow us to board even though plane remained at gate 30 plus more minutes. There were two few staff to assist customers and aside from offering to book us on the next flight a couple days later from our transfer city, did not offer to assist financially or in any other way such as through lodging or vouchers to book a separate ticket. We tried to pick up luggage so we could move it to another flight we booked, but there wasn't enough staff 5o retrieve our bag from the transfer luggage so we could recheck it in to new airline. While I did eventually receive that bag at our final destination, it took two hours to find staff to assist in retrieving my luggage from baggage claim. To be fair the cabin crew for one flight was nice and so was the pilot. Even though I understand that some events are out of airlines control, it was very clear from this experience that American Airlines does not view customer service as a priority.

✅ Trip Verified | I will never fly this airline again. We purchased a direct flight from LIT to DCA. They changed our direct flight to one with a 30 minute layover in Charlotte. Before we even arrived at the airport our first flight got delayed by 10 minutes. No gate was listed for our flight. No one told us why we were delayed. Flight was delayed a total of 45 minutes causing us to miss our connection. I got on the app before we even took of from LIT to see what other options we had - all flights were overbooked by 10+. Go to a customer service desk and they can’t find us anything but stand by for 2 days. Offer a hotel but when you are on a week vacation - 2 days is a lot. We decide to rent a car- have to spend 4x what we planned to pay for our rental (that was already booked in DCA). So I ask for a refund - I paid them to take me from point a to b and they failed to do. After over 8 hours on the phone, numerous people telling they couldn’t help me, going to Twitter- they finally gave me a $50 (less than 13% of my original ticket) travel voucher. You can’t get them on the phone OR email. Their own employees recommended Twitter! Finally after three weeks they grant me a partial refund for the flight I missed. Final straw- my grandma flew home today. Same thing - cancelled her direct flight to give her a layover in CLT. Her flight was also delayed 30 minutes! Thankfully I had already changed her ticket to give her more layover time (over an hour). I asked for Someone to take her to her gate during her lay over AND NO ONE SHOWED. The lady on the phone and the guy at check in this morning confirmed that someone would be there. Thanks to the kindness of some strangers and her independence she was able to locate her gate. She well in her 80s and that was a lot of walking. I am beyond livid.

Not Verified | Please choose another airline! I'll never fly with this airline again. Our flight from New Orleans was initially delayed for 20 mins which was not a big deal. 2 hours later we were still on the ground. It took us 4 hours total to get to Dallas from Nola. Alright, mistakes happen. Our next flight was supposed to leave 2 hours later, but they kept changing departure time 5 times until they finally canceled it at 7pm and nothing is available until July 5th. Happy vacation!

Not Verified | Avoid like the plague. First flight cancelled for lack of crew. Second flight, four hours later rerouted to Atlanta, three hours from destination. That flight was cancelled for maintenance issues. No other flights available. Tried to book us for a flight two days later automatically. More than an hour and a half wait time to get to customer service. Ruined our first holiday vacation in a year and a half. They do not have the crews or staff to meet their flight schedules and are proactively cancelling almost 100 flights every day because they don't have the crews. And, checked baggage was still sent to Atlanta despite the flight being cancelled. Never fly American Airlines -- let them fail and the other airlines take up the slack.