American Airlines

Not Verified | Indianapolis to Palm Springs via Dallas. This is not a review of a specific flight. It is about the company’s complete lack of customer service. I have been flying American Airlines my whole life and it is appalling how they mishandle every simple detail of what it requires to make your experience at least bearable. The website is unintelligible. My husband is dying of cancer and they said it would cost $2200. to transfer his 168,000 miles to my account. I have now been on hold for 20 minutes trying to book award travel.

Not Verified | Cedar Rapids to Miami. Left Cedar Rapids on the 6:50 am flight, spent 45 minutes at the check in counter with a lady that was incompetent. Barely made to the gate in time to get on the plane. Got to Charlotte and boarding passes were all screwed up. spent an hour at customer service desk trying to get tickets fixed to get on the next plane. Barely made that flight and got to Miami and they told me they forgot to take my bag off the plane. Told me they would get hot right away and deliver it to the hotel. When I got to the Hotel and told the counter gal that they would be bringing my bag she laughed and said AA is the worst, they see this at the hotel all the time and that they probably would never deliver my bag. Checked and AA said that it was picked up by a driver at 3:27 and I would have it by 7:27. Checked at 7:30 and it said that it was picked up at 7:27 and I would see it by 9:00 pm. Called the 800 # and they had a terrible attitude and said I should see it within 12 hours. Said the driver probably had a medical Emergency. Stay away. No regard for customer service. These people don't care.

✅ Trip Verified | London to New York JFK. A trip of contrasting flights - outbound was rammed full. I was sat in the middle aisle of 4 and the experience was sub-Ryanair. Zero space, zero comfort. As compensation IFE was good. Food was dreadful. Return leg, much lighter load and I secured the economy travellers’ holy grail of 4 seats to myself - economy business come on down! I got this flight very cheaply on a basic economy basis, no bags, no seat selection. I would have paid to choose a different seat, but non-US credit cards are not accepted on the app which is a bit rubbish!

✅ Trip Verified | San Francisco to Los Angeles. I was made to check in my hand luggage for no apparent reason in a rude and unprofessional manner! Their planes are old and the service below zero. Never fly with them.

✅ Trip Verified | Milwaukee to Cedar Rapids via Chicago. My son flew home from college in December then back to college today. Both times were with American and both times we had issues. When he flew out of Cedar Rapids there was a huge delay because of mechanical issues, which caused him to miss his connecting flight in Chicago, so instead of getting in at 8pm he got in at almost midnight. This time on his way out of Milwaukee they overfueled the plane causing a delay making him miss his connecting flight in Chicago. When he got in to Chicago the American Airlines employees would not help him. They gave him the latest flight to Cedar Rapids meaning he has to sit around for over 8 hours. Not his fault that again they messed up and had issues. They didn't offer him vouchers for food or try to get him on a different airline to Cedar Rapids. When Customer Service was called by me, they wouldn't help. A simple call to get my kid taken care of in some way. Such a hassle for literally a 30 minute flight. Plus I had to sit on hold for over 30 minutes waiting for them to answer. We will not use American Airlines again.

✅ Trip Verified | The absolute worst. Had a connecting flight from Dallas, Texas to Narita, Tokyo. It was originally delayed because of some cart issue that couldn’t push the plane away from the gate. Then delayed due to a paperwork issue. Then delayed waiting for the mechanic to come on board to check the nose wheel so the aircraft was safe for takeoff. Then cancelled because the forward landing gear was damaged and wasn’t safe to fly. The staff was less than pleasant to the passengers, and they couldn’t rebook any passengers at the counter until we arrived in Narita past 10 pm because no flights depart Narita past 10 pm. So now this results in overnight in Tokyo because connecting flights aren’t even available. Every time I’ve flown with AA I’ve had either 5+ hour delays or cancellations. This is one of the most atrocious airlines I’ve ever experienced, and I’ve been a flier with AA for the past 10+ years. I’m done with this airline for the rest of my life. Infuriating.

✅ Trip Verified | Peoria to Dallas with American Airlines. This airline allows 50 pounds maximum on each bag. My one bag had 45 pounds while the other had 53 pound.s They could have allowed this bags. But I was told to transfer 3 pounds to other bag to balance the 50 pounds. It took me 5 min and I have to miss my flight. I had to wait for 9 hours for next flight. Mean while my original flight was day before and got cancelled due to bad weather. My whole experience was pathetic and due to their baggage policy it got worse. I always go for Southwest, but they don't come to Peoria.

✅ Trip Verified | Miami to La Guardia. Worst experience ever. My baggage has been lost and no one is taking responsibility.No one knows what there job is it’s all about money they dont care for your security or luggage highly not recommended.

✅ Trip Verified | Omaha to Lihue via Los Angeles. American has lost any sight of customer service. It's bad enough our flight was delayed, and once we were inflight and had to turn around for mechanical issues, they made no attempt to help customers get rebooked when we landed. The gate agent was the rudest, most inept person I've seen - and I fly a lot for business. I had to call American and had someone help me on the phone - he said I needed to return to gate agent to finish the rebooking, the agent screwed up and our luggage didn't get switched. I specifically asked him to make sure he did a luggage transfer. As if that wasn't bad enough, AA couldn't locate our lost luggage the next day. We filed reports online, and our bags showed as at the Lihue airport; but they couldn't find them. The lack of customer concern was astounding - we traveled to Hawaii from Nebraska and they had zero since of care or urgency. We called the AA lost baggage line and they said repeatedly the bags weren't located. We finally went to airport again, went into the American baggage office and all the bags were just sitting there. We showed the clerk our luggage tags, assuming she'd want to check off her list that we took our luggage, but she wasn't interested. Hours later, I received a phone call from AA luggage, asking for my claim numbers etc and to discuss our luggage. They didn't want to use any process when we were standing there but wanted to interrupt my vacation to talk paperwork. I'm not surprised you are losing customers, getting low ratings etc. You should be embarrassed about how we were treated.

✅ Trip Verified | Philadelphia to Kansas City. Airline was late to arrive at airport - due to mechanical issues .. seems to be a very common occurrence as it has happened several times in the last 12 months. After departure we flew for 2 hours to reach the destination only to be told that they could not land due to weather. So they routed us back to the origination. Yes another 2 hours. Only to be told that they would not comp meals or hotel because it was a weather related issue. Flight crew and gate agents could have cared less. I fly every month and this airline is in trouble!