American Airlines

Not Verified | Employees are rude. Flights delayed leaving you stranded in airport and then the Employees treat you with attitude. Fly United! For the money you pay they need to invest in customer service training. Also why is nothing open in an airport that has departure flights throughout the night. You get stranded in an airport, told if you go outside you can not come back in for hours until TSA reports in the morning.

✅ Trip Verified | If you have a choice please don’t fly American Airlines. I have flown over 100 plus flights and American Airlines is with out a doubt the worst! Latest flight was from Fresno to Pittsburgh. Was told the plane didn’t have enough fuel to make it to Dallas, where my connection was. We had to fly to San Jose for fuel! I have never heard of this. Because of this I missed my connection. When I arrived in Dallas, I was told there was no more flights to Pittsburgh. Was rebooked the following day. I had to fly to Chicago which was also not part of my original flight with a over 2 plus hour layover and then to Pittsburgh around 5 that evening. 5 airports and 27 hours later I arrived at my destination, which was originally a 7 hour flight. Most of the American Airlines workers offer little help and are rude. Please if you have the option choose a different airline.

Not Verified | I been trying to get home for 2 days had to stay another night at a $700 resort bc they kept pushing my flight back the canceled it do to maintenance problem and wasn't offered nothing or compensated at all for the inconvenience it now its the next day and I'm stuck in NC and the same thing is happening again and now I'm going to miss my son first ever game when this flight was book months ago!! Never fly American, fly delta or United if something does happen with them atleast they care

✅ Trip Verified | We had prepaid for a seven day all inclusive trip to Puerto Vallarta. When we got up at 2:30 AM to head to the airport, I just happened to check my emails on my phone. American Airlines at 1:47 AM had sent us a notice that our flight had been postponed for one day. If I had not checked my email that early, we would have wasted several hours driving to Salt Lake and back to our home. We were able to talk the resort into extending our visit one day to make up for the lost day that the airline had caused. When we called American Airlines to move our flight back one day so we could enjoy our full week at the resort, they refused to change our return home flight plans. We lost a full day of our prepaid vacation time at the resort. When we arrived in Phoenix and went to pick up our baggage, we approached an employee and asked where we turn in our stubs to claim our baggage as per the instructions we were given in Mexico. The man said in a very rude tone, " Just pick up your baggage and get out of the way."

✅ Trip Verified | To summarize, had a connecting flight thru Chicago, they landed in Indianapolis to refuel so sat on runway for over an hour then when we finally arrived in Chicago missed connecting flight so stand in customer service line with about a hundred other stranded customers for two hours while the staff were one by one walking off away from their desk leaving just one employee working. Unreal, basically they did nothing, did not even offer a hotel leaving me and my girlfriend stranded in Chicago to find our own accommodation after losing out on about a thousand dollars of our already planned reservations. Then when I went to retrieve my bag they had me wait for 3 hours for them to just come and tell me they lost my bag. I’ve flown American for years, this company no longer has any customer service, I have never been more rudely treated or disrespected by the staff at Chicago O'Hare airport. So after being stranded in Chicago and having to spend more money to get around and buy basic necessities finally got on flight the next day which I am currently sitting stranded on the runway for an hour now! I travel frequently do not trust this airline anymore, do not fly with them you will regret it.

Not Verified | Tried to check-in for my evening departure from SAN to Quito, Ecuador. Imagine my surprise when I found only the return leg (Quito to SAN) listed, even after multiple attempts on the AA website with locator number and ticket numbers, and even though I have the AA receipt and my credit card record of the purchase. When I tried to contact customer service there was nearly a three-hour (!) wait, during which time there was no update regarding hold times - only "We apologize for the delay. To speak with a representative, please continue to hold". For nearly three hours. In desperation (my flight was scheduled to depart later that day, I looked for an online chat facility, but could find none on the AA website. What an absolutely disgraceful customer service system. There' no excuse for such negligent staffing and website maintenance.

Not Verified | I have never been treated so rude in my life. This airline canceled 2 of our flights, didn’t honor the flight insurance, and refused to refund us after we had to have our flights transferred to a different airline. The customer service reps that we spoke to were disrespectful, mouthy, and down right rude. They refused to help us! The reps told us we were not allowed to speak to a manager and refused to give us their name to reference back to. We had to pay out of pocket for premium seating on a new flight, which got canceled, then upon transfer to the new airline, lost the preferred seating and they would not give us our money back. Now, I’m not one to complain, but their service was absolute trash. It’s not our fault that their employees went on strike. We are a dual military family and my husband is preparing to deploy. We wanted to spend a few days together beforehand, but that time was cut almost in half thanks to their negligence. To add insult to injury, they were rude and disrespectful. What ever happened to customer courtesy? We will never be using American Airlines again. I will pay double for tickets before I reserve a flight through this airline.

✅ Trip Verified | My flight from Miami to Madrid was scheduled to depart on June 29th 2021 at 5:35 PM. Around 4:40 PM, groups 1-6 were able to embark; then, the crew stopped the embarking arguing that people were getting wet while embarking, how was that happening? It is difficult to understand since the the boarding bridge is covered. Anyway they delayed the embarking of passengers for longer than an hour. Later, when the rest of the passengers were embarked, they kept us for two hours inside the plane, and then they announced there were no pilots available to fly at that time. The process to rebook the flight was a nightmare, long lines, moving from one gate to the a different one, starting the line all over again, the flight was rescheduled for next day at 11:00 am. On June 30th were getting ready to leave to the airport and then we got an email stating that the flight had being rescheduled again at 7:45 PM with a stop in London. Originally, we paid additionally for seats and when the flight was rescheduled no seats were assigned, we lost two days in hotels in Madrid and that were paid in advance. Who is going to pay for money, time and stress caused by this irresponsible company? One more thing, they announced they did not have head sets for economy class so, passengers were supposed to get their own ones. I would like to add that this is not the first time that I experience the same situation with American Airlines. I deeply regret I used American Airlines when I planned my travel.

✅ Trip Verified | Worst customer care ever. Lost our luggage then had to wait the next day for 2 hours just to get someone to get it. Called to let them know we were here for the bag and they said they only have one person working they would get to it when they could. One person responsible for everyone’s luggage just does not sit well with me. Wrst experience ever.

Not Verified | I would strongly recommend flying a different airline. I've never experienced so many issues and I've flown many times but never with this airline. We were sent a text at 1:30am alerting us our flight at 6:08am was delayed until 8:45am instead. No problem right? Well, we'd be missing our connecting flight from Charlotte to Milwaukee because of this delay. So we had to change our whole flight. Ended up separating the group i was in. My friend was put on a 9:30am flight with a connection in Charlotte and a flight back to Milwaukee around 4pm. Making her back home at 7pm. While my other friend & I were put on a separate flight leaving Miami at 2:22pm & arriving in Raleigh at 4:44pm with a connecting flight in Charlotte at 8:35pm leaving to Milwaukee at 10:52pm. While waiting in Raleigh, the gates kept getting switched and so did the times. The plane was not there at 8pm. Not at 9pm & not even at 10pm. We didn't leave Raleigh until almost 11pm. While waiting in Raleigh, our friend texted & told us her flight from Charlotte to Milwaukee was also getting switched multiple times & she was STILL at the airport waiting for it at 10pm. With the flight being delayed multiple times, we ended up missing our connecting flight in Charlotte to Milwaukee. Their next available flight to Milwaukee wasn't until 7:45am the next morning. So we had to stay the night in Charlotte. Their customer service was terrible as well. So many rude employees working at the airport in Charlotte. Just an overall terrible experience & I will never fly American Airlines again. There is no option to give zero stars but i wouldn't even give it the 1.