American Airlines

Not Verified | Buffalo to Cancun via Philadelphia. After being almost a 2hr delay, with absolutely not weather events and the 35mins circling the sky to land in Philadelphia. My wife and I have upgraded seats. Had 5mins to get through customs and heard the flight to Buffalo, NY was about to close the gates. After running with my military service connected knee and back conditions. And after asking for a ride by an attendant, which we were denied, made to the gate on time. However, the airlines sold our seats to someone else, even though we made it on time. The ticket agents need to have a bit of customer service training. They could not have been more ignorant, especially when I attempted to get it straightened out. I was given a the neck jerk and the hand, while she took our tickets and would give me their names. So, now I am stuck in a hotel when I should be home already. Not only that, the Homeland Security act has given these folks the audacity the act like law enforcement officers. I worked for custom and immigrations for many yrs and have never experienced the ignorant folks you have working for you. I will never fly with American Airlines again.

✅ Trip Verified | Los Angeles to Boston via Philadelphia. Extremely disappointed, mainly by the crew. When we were first at the gate, the gate agent made us put our bags in the bag sizer to check if they fit, which was fine. However we had 2 of the same exact suitcase, one of which had a backpack and jacket on top. We briefly explained that it was the same suitcase and it would be too much of a hassle to put it in the bag sizer and began to leave. As we were walking down the jet bridge, she was saying "It won't fit. When we got on the plane, the greeter kept saying 'good morning' to everyone, despite it being 11pm. While passengers were trying to sleep (because it was a redeye) crew were talking about their life and other nonsense. When I confronted them about this, they rudely stated 'We're working'. They did not bring drinks when passengers woke up, which would have been nice on a 5 hr flight. Only tolerable part was the legroom. No adjustable headrest, though.

✅ Trip Verified | My 2nd ever worst flight in business class was Miami to Santo Domingo AA987. After a overnight stay in Miami I skipped breakfast at the hotel to get something light in the lounge. I was pointed to the AA lounge by gate D15. But not much there to eat but some fruit and yoghurt. The rest they wanted me to pay for. Well ok I thought I’ll get breakfast on board. (Afterwards I was informed by BA staff I should have gone to the lounge by D30 apparently) To my surprised, all that was served as breakfast on board was yoghurt and fruit or a bagel. Business class - no way!

✅ Trip Verified | Santo Domingo to Miami. My worst ever business class flight was the AA1154. Got up and left the hotel at 4:15am. Arrived at the airport and checked in. NO lounge! Had to sit at the gate for over 1 hr. Finally on the plane. About 1 hr after take-off the cabin crew asked if I wanted breakfast. My question was what were the choices. Surprise me! 1 decilitre of yoghurt and 17 grams of granola. With a small power bar. I even had better breakfasts on domestic flights in Sweden. And thank you BA, Qatar Airways and others to serve decent breakfasts, lunches and dinners! And snacks in between. Both in first and businesses class. AA answer "we are sorry for your bad experience". Nothing else! No compensation or anything! Never American Airlines again!

✅ Trip Verified | Boston to Dallas Ft Worth, first I find that they do not give veterans any type of benefits, not even a free checking bag. Than they gave me the wrong gate number, almost missed the flight. The staff were incredibly. I dont see why a retired veteran can't get any benefits.

✅ Trip Verified | New York to Miami. I had the most ridiculous excuse given to me to justify me not being given a seat on my flight I was on time for. I arrived at 2:30 for a 3:30 flight, after ten minutes in the kiosk and another 10 of an attendant helping me, I was informed that I would not be allowed onto my flight as I was too late. After receiving my standby flight ticket to a later flight and a quick security check, I arrived at my terminal by 3:05 and was still not allowed onto my flight. I spent the next three hours waiting for my new flight for absolutely no reason. They told me if I had checked in beforehand I wouldn’t have lost my seat but the email confirmation had no check in for someone who didn’t pay extra to reserve a seat.

✅ Trip Verified | Charlotte to Atlanta. Very unimpressed with customer service. I was connecting through Charlotte and saw an earlier flight back to Atlanta available than the one i was on (both american flights). I went to the terminal and they very rudely told me i could not switch flights. I went and checked snd there was 15 seats available on the flight. I went back to discuss with them and offered to pay a transfer fee and they still would not allow it. You would think with how competitive flight industry us that something as simple as switching to an earlier flight where there was plenty of excess seating would be doable. I do not plan to be flying American again.

✅ Trip Verified | They cancelled my flight due to lack of staff and logistical error. We sat on the runway for over 90min. The pilot even voiced his frustration over the PA system. I shared detailed information with the airline about how I lost wages and wanted some form of restitution. They decided to claim it was "weather related" which was a flat out lie. Very unprofessional. Won't fly with them again.

✅ Trip Verified | This was the worst flying experience I’ve ever had. I understand bad weather happens, but the way this airline handled their problem was unacceptable and offensive to me and likely all the others that AA stuck with the bills that were “complimentary”. I was in NYC getting 2nd opinions on recurrent stage 4 cancer. The weather got bad on my way back home and our plane never left runway. We were all bussed back to the airport and shoves in a small room as they tried to figure out alternate routes. It was disappointing they couldn’t get me home until 11pm the following night due to both NYC airports shutting down so it was a mess. The nice man at the rebooking booth knew it was way too long for someone in my condition to wait it out in an airport as it would be almost 24 hours. He offered me a food credit, 2 shuttle credits, and 2 nights at a hotel he told me was within 2 miles if LaGuardia. Food credit worked great and I got food before I left for the shuttle. I then waited outside in the pouring rain as the shuttle just wasn’t coming even after an hour. Finally I see it and make sure to get on first. It was at that time the driver asked to see the credit and he said okay hop in. Let’s get you to the Bronx! The Bronx I said? It’s true they booked all of use in the hurtle in a Comfort Inn in the Bronx much further than 2 miles. I was just happy to be going to a room as I was beginning to feel weak and tired. I hopped off the bus first and ran in when we got there. This was pure intuition. I walk in and explain and show my vouchers only to be told they don’t take airline vouchers as the rest of the entire shuttle lines up behind me. She called 3 managers on speaker phone and they all said they don’t take them Nor were they notified by American Airlines. So it’s storming and this lobby is full of upset people. They were about to get more upset when the woman tells us all they only have 3 rooms total available for everyone and you must pay for it. I paid for that night and the next day since they refused to take my two vouchers and the next day as my flight was 10pm. It was $175 a night. The next day they end up changing my flight twice so I could longer use my voucher for the shuttle as they didn’t allow me enough time with the last second flight change to sooner take off. Now I had to pay $43 for an uber ride to the airport because they moved the flight back up last second to try and get out before a storm. I did all of this as I had no help and no choice. I explained all of this in detail with proof and there must have been others report this as we had a full large shuttle with people that got no room at all. I provided receipts. They can verify it all. I spent nearly $400 all because of them. They refused to refund anything for months and then send a $143.00 check which I still am unsure where that number came from. I called and they told me to go to the airport as thats the only way to be refunded. I did this and they said no refunds are processed at the airport and to go home and email them. I did that too. Nothing. Very sad for such a large accomplished airline. It’s sad because I fly them often and use an associated credit card. I will never fly them again unless necessary. Regardless, they need to redo their customer service when it comes to the example above. Bad bad! If I wanted to pay I would’ve stayed closer to the airport...

✅ Trip Verified | Charlotte to Dallas Ft Worth. Zero accountability and the staff could not care for the inconvenience of scores of passengers and they did as little as possible to accommodate all of us. I knew they were terrible already and should have avoided flying with them. Their mistake cost us a lot of extra time and even more expenses. They simply provide poor services and seem fine with that