American Airlines

✅ Trip Verified | A quick roundtrip this weekend DCA-SLC. Not! Four flights total. Two were deplaned for hours while American searched for other planes that weren’t defective. On the way out they found one at 5:30 am the next day, 18 hours late. Book me on another carrier with well-maintained aircraft? Nope. Clear skies, awful planes. Horrible booking site. Nearly useless app. The perfect storm; no actual storm necessary.

✅ Trip Verified | This review is for flight AA 2053 from SAT to PHX on 24 Mar 2024. The cabin and seating were filthy. Every tray I opened or surface I touched was either grimy from many hands or left with crumbs from a prior snack. I'd expect attention to the cleanliness of the whole customer seating area, but especially first class where you are paying extra for creature comforts and service.

✅ Trip Verified | Never Flying American Airlines again! We booked our flights (for end March 30th) in October so my family could sit together. We paid extra money so we would not have to split up and the day before our flight we got put on standby. Our family got split up, and the flight crew got mad when we tried to switch seats as we boarded (we decided me and my daughter would swap to different seats considering my five year old daughter was placed next to a stranger). They were very rude to us and thankfully one of the passengers switched for my daughter's sake. Then moments before takeoff we were informed not all of the bags had made it on and the company forced them to take off.

Not Verified | I was flying from Kona, HI to Phoenix, AZ on 3-27-24 Flight AA60. I arrived at the Kona airport 2 hrs prior to my flight and stood in a very long line at the ticketing counter where one employee was working. I had already purchased my checked bag through the app so I thought about going to the counter and asking for my baggage tag but did not want to be disrespectful of all of the people in front of me, so I stood in the long line. By the time I got up to the counter, it was about 40 minutes to my flight, and I was denied the ability to check my bag. I assured the attendant that I was there in plenty of time, but that the line was long, and even asked that they check cameras to verify. I was told that he is not going to put my luggage onto this flight regardless of me being here on time because I didn’t make it to the counter in time. His only resolution was to rebook on a later flight and stated that I would have to buy a whole new ticket to even get on it. When I protested, the agent rolled his eyes, smirked, slammed my ID on the counter face down, and walked away while I was still speaking. I was with two friends and we were in utter shock of the disrespect displayed by the employee. I asked for a manager, but she refused to come over. I needed to make this flight so I could get home for work, so I had to leave my suitcase on HI. These agents laughed at me and told me “good luck”. Once I arrived home, I called American Airlines to report this, but was told by the representative and the supervisor to call American Airlines cargo to pay and have my suitcase shipped, because they would do nothing about this. Even though I protested because I thought this was outrageous, I called American Airlines cargo. AA Cargo stated “I don’t know why representatives continue to send customers to us… we will only work with businesses, not passengers for their personal luggage. I got off the phone with them and wondered why “the right hand doesn’t know what the left-hand is doing“ at American Airlines, and still sat with no resolve of getting my luggage from Hawaii to Phoenix. My only option was to email a complaint because American Airlines will not even take complaints by phone and attempt to help customers. I am an American Airlines advantage member and this represents American Airlines and Kona airport terribly as being absolutely no help and disrespectful to their patrons. And I am now back home without any of my belongings to no fault of my own with no resolution to this horrific experience offered by American Airlines except their own cargo company (that actually is not an option), and a suggestion to FedEx my 50 pound suitcase for nearly $400.00. Shame on you, American Airlines, for causing this issue in the first place, not accommodating a loyal customer, allowing disrespect to happen in multiple avenues of your company, blaming me for standing in your long line for too long, and offering no help or resolution to someone who is now out all of their personal belongings all because you did not schedule enough employees at the ticketing counter to work through long lines, and allowed blatant, disrespect, and disregard for customers. Shame on you. With all of the other airline options out there, and many being cheaper than American Airlines, I will not be flying American Airlines anytime soon, and I do not suggest you do, either.

Not Verified | I had the absolute worst experience with AA. I flew from Sacramento to LAX on AA4929 on 3/14. Preboarding they stated there was no over bin space and my bag needed to be 'courtesy' checked in. I handed over my suitcase like everyone else and expected it to be at the jet bridge. Long story short, AA informs me upon my arrival at LAX that my bag 'must have not made it'. Mine was the only bag that was left behind because 'it must not have fit under the plane'. Since when is that protocol? Leave a bag behind? I have a 8 pm flight scheduled the following day. I obviously needed my bag. The AA worker stated she 'messaged' the team in SAc to expedite my bag on the 8 am flight. I arrived at LAX waiting for my bag and Sacramento airport said they 'got the message too late'. How does an IM message get delivered late? A new AA lady stated she would send it on the next flight but it was going to sac-phoenix arizona-lax. Then my bag gets stuck in Arizona! This same lady tells me to file a 'late bag claim'. When we go online to do so, it clearly states these claims are not accepted unless your bag has been missing for 5 days? Why advise a customer to do something when they are not even able to do so? I had to pack a whole suitcase of items I bought last minute. My father did not receive my bag until Friday at 7:30 pm when I was in my seat on my way to London- a whole 24 hours late. It was exhausting working with idiots to get my luggage that should have never been checked in in the first place - so much for the "courtesy' check-in. My bag was misplaced thanks to American Airlines. I am never flying with them again.

✅ Trip Verified | American Airlines has horrible policies. I booked a flight with a specific time to get to my destination. American cancelled the flight and put me on a different flight that arrived 2 hours later (missing my appointment). So, I had to book with a different airline to make my appointment. American Airlines apparently has a policy that they will not refund your flight even when they change it, unless it is by more than 4 hours! So they gave me a credit to use later on another American Airlines flight, expiring in 1 year. I tried multiple times to book another flight, both online and through their app. I even called on the phone and chatted online with agents, trying to use the credit. Every time I tried, I got an error message that the credit could not be found. No one from American would help me use the credit, despite email after email, phone calls, chats, etc. Now the 1 year is up and I will lose the credit. American Airlines has terrible customer service, horrible policies, and cares nothing about their customers. I will never fly American Airlines again!

✅ Trip Verified | One of the dirtiest planes I have ever been on. This month I flown on 4 different AA flights, and all the planes were less than that deal when it comes to cleanliness. The last flight though sent me over the edge; when I went to get in my seat there was spilled wine that had not been cleaned up, and crumbs all over the little table and arm rests. Even the guy next to me commented that they must have skipped cleaning this plane.

Not Verified | Worst airline I have ever flown on. We were to fly out Saturday. Flight cancelled but not rebooked until Monday. On Monday flight cancelled after we got to the airport with no warning. Rebooked for Tuesday night 8:30 pm. Tuesday 11pm they canceled the flight until 7:00 am Wednesday. Maintenance problem on plane that they fixed then the flight crew left (watched them walk past all the waiting passengers). American Airlines doesn’t care a bit.

✅ Trip Verified | My review is for what happened before my international trip with American last month as well as my experience today trying to fly American American booked me double for the same flight. When I saw this on my credit card, I called my bank and they said they would dispute. I also called American and told them about it. The woman with American refunded. However, American also deleted the remaining flight due to bank request without looking at the notes of what happened . I only learned this the night before I was supposed to fly out and ended up having to drive five hours to catch the flight for my job. Two days ago I had booked travel with my flyer miles, and when I went to look at my itinerary, it didn’t exist. American claims that this is because there was an issue with my payment. However, the issue was with their system not accepting the card if the name didn’t match exactly the name on my ticket. I bought the ticket with miles. I was not notified that my ticket was canceled. So after many hours I rebooked, but had to use double frequent flyer points as the rates had gone up. They would not negotiate. The worst part was that I got up at 3 AM this morning and drove to the airport and was at the airport an hour and 10 minutes before the flight was to leave. There were people in line that have been there 90 minutes before the flight was to leave, there was a long line, not enough employees, none of the kiosks were working. Because American could not get their overbooked flight processed in time at least 10 people, myself included were rebooked, and some of these poor older folks were supposed to be leaving on vacation today and had to have it rescheduled for tomorrow. There were no apologies. A woman just kept yelling about how everyone should’ve gotten there earlier. I went ahead and canceled my flight and rebooked on Delta. Because of these multiple mistakes, extremely long customer service times, and the total lack of accountability today, including rudeness to older people who are just trying to go somewhere on vacation, I will never fly this airline again. I fly for business monthly, and even if I have to inconvenience myself to go on another airline, I will not use American. They really need to clean up their act.

Not Verified | American has been the main carrier we’ve used and we are Advantage members. But, today we were horribly disappointed with the American customer service in Charlotte. With many travelers re-routed (due to multiple reasons) lines were very long and American customers service were rude, lazy and overall unpleasant. They actually turned off their computers packed up their belongings and left the counter with at least 100 customers still in line with absolutely no explanation (when we asked “we don’t matter?” the AA employees just shrugged stuck up their nose and said, “we’re leaving”. I can’t do that at my job and expect to still be employed the next day! So, when we got home and our luggage did not make it, we can only assume the same mentality (or lack of) customer service also exists in the luggage department as well. Is it American or is it Charlotte? Or the horrible combination of the two. Only as strong as your weakest leak and right now the chain is broken! Sorry the survey questions don’t address American ground crew because that’s were the problem seems to be.