American Airlines

✅ Trip Verified | I was flying to Jacksonville North Carolina. I accidentally purchased tickets to Jacksonville Florida. Notice the different states. Yes I know this is my fault however I am human and it was an accident. The first leg of my journey was with Delta. When we arrived in Atlanta and realized we were headed to Florida accidentally Delta took care of us and sent us to Jacksonville North Carolina as I had originally planned. When I called and attempted to change my American Airlines ticket they refused. They refused to make an exception. Very poor customer service and they did not care. They refused to even entertain switching the ticket. I was willing to pay a fee to change it.

✅ Trip Verified | Indianapolis to Phoenix. I will never fly on American Airlines again. Their customer service is the absolute worst I have ever encountered and there is no way to talk with anyone on the phone. Despite the fact that there is a "customer service" telephone number listed, I have called it four times and each time I waited over 30 minutes to be connected to discuss my issues only to be told "this is reservations and we are a totally different department, if you want customer service you can send an email, that is the only way to contact them." On one of these occasions (after waiting 40 minutes, I couldn't understand the person when they said their name. I asked him to repeat it, still didn't understand him so I spelled what I though he was saying and he hung up on me! This forced me to call back again and wait ANOTHER 40 minutes. In the end I emailed them and someone finally called me back but when I asked to speak to their supervisor because I was not happy with the resolution or her ability to explain the situation (more about this later) she stated "our supervisors don't speak to customers". The whole issue was a mechanical problem that caused me and the two people I was traveling with to miss our connection and be delayed an entire day (I understand problems happen and that is not the issue) my two traveling companions filed claims for a refund as did I. they both received vouchers for another flight but I did not. When the customer service agent (who I cannot call on the phone) called me she explained that because I have an AAdvantage Account they were giving me 10,000 miles or I could also receive a voucher. So I asked "what is the value of the 10,000 miles versus the $175 voucher my companions received?" She said she couldn't tell me but I could call the AAdvantage program and ask them and I said "but if I do that how will I reach you again to tell you which I want?" She answered that I could submit another email request (which requires phone number, email, flight number and record locator to all be submitted again and wait for them to call me. I told her how ridiculous this was and this is when I asked for the supervisor. In the end I told her to just give me the miles but it didn't really matter because I will never fly American Airlines again.

✅ Trip Verified | Worst airline customer service. They simply don’t care! Delayed by 5 hours. Happens, right! But such a lack of communication the entire time. Every single employee seemed annoyed at the questions. Then they boarded us and we sat on the tarmac for another hour! Weak apologies and planning! I will take 2 segments with another airline to avoid American in the future. And I travel for business 3 weeks a month.

✅ Trip Verified | Dallas to Reno. How does a standby ticket get a better seat than a paid ticket and is loaded in group 3 with a carry on bag instead of 9 made to check the carry on like I had to? I had to wait until five minutes before boarding to getting my seat assignment when a standby person got a seat assignment 10 mins before I did. The counter agent told me it is a full flight and had to check my bag. When we were loaded, there were several empty seats, so much for the full flight. Now I have to wait in baggage claim when I get to Reno. I can see why American Airlines has such low reviews. Whether I buy a first-class or economy one I should be treated as a paying seat ticket price customer. I'm very disappointed with the service.

✅ Trip Verified | Tampa to Miami. This was probably the best 36-minute flight ever. The plane felt and looked brand new, legroom was great, the seat was very comfortable, the large entertainment screen was unexpected but very much appreciated, they gave me a drink and a snack. The crew at the counter and the gate were very friendly, I wish I could say the same for the first-class flight attendant that never smiled at all however was efficient in his duties. Maybe he had a rough morning. Over all, Good job AA!

✅ Trip Verified | New York to Chicago. I was worried after booking American for the first time in a decade after reading a lot of poor reviews, but they offered good prices and itineraries for flights from JFK to ORD. However, I felt compelled to leave a review based on my pleasant experience that completely exceeded expectations. There were no bells or whistles to this flight, but the small fee to sit in Main Cabin Extra was well worth it, as I am 5'4 and could stretch my legs out almost completely without hitting the seat ahead. The cabin staff was friendly, pilots upbeat, and the aircraft was actually pretty modern and clean. Bad things I expected based on popular reviews of American Airlines but did not experience: - outdated aircraft interior - delays & cancellations - gate changes - unfriendly crew - tight pitch Things that could be improved: - cheesy smell of the breakfast offered to first-class passengers permeated the cabin and was quite nauseating - had to explicitly ask for the alcohol perks for Main Cabin Extra passengers and wasn't originally offered - rougher takeoffs and landings than any other airline I've flown (felt very rushed on both actually) - no inflight entertainment if you don't have the app on your phone Overall, this was a good flight at a great price point and I would definitely fly American Airlines again for short-hauls.

Not Verified | Las Vegas to Dallas. Two hour delay sitting on the plane due to air not working. Staff is rude and not helpful. They keep telling us 15 more minutes and we are clearly nowhere close to departure. There have been 7 delays since I have been sitting here. The air is still not working, all the passengers are sweating, and very uncomfortable. I have never had a more horrible flight experience in my life. I will never fly this airline again.

Not Verified | Tampa to Wilkes Barre with American Airlines. This airline takes no accountability for errors that occur on their end. A death in my family occurred and a change of flight had to be made. I called over 24 hours before the flight was scheduled for and paid $32.00 to reschedule my flight for the next day. I was advised to use the same flight locator/confirmation code and check into my flight and when I attempted to was met with a completely useless ticket representative with no record on the part of American Airlines and was advised my only option was to purchase another $285 ticket! Though I had credit card receipts showing we had paid to change the flight. Worst experience I’ve ever had flying. As a frequent flyer with family across multiple states, myself and family will never fly American Airlines again and recommend anyone considering a trip to do the same!

Not Verified | Second time flying American Airlines and it's completely screwed up again. Two hour delay due to plane being in hanger and no one to bringing it over. Missed first flight. Also missed second flight out of Charlotte due to delay. Now sitting in airport for another seven hours getting into Erie at 10.20 Monday evening. Keep in mind we left Fresno at 11.30 pm Sunday night. They changed our flights from Dallas to Charlotte and we didn't want to sit in airport for seven hours so we changed flights for a fee and here we are sitting on Charlotte NC for seven hours. Worst airline ever. They gave us free flights for next year because in July they cancelled our flight for no reason and I don't even want to use them because the airlines are such a mess. They ruin the end of every great vacation and we're sick of it. The incompetence of this airline is beyond comprehension.

Not Verified | Phoenix to Spokane. It is very sad that a company as pathetic as American Airlines can be up and running still with their consistent inability to satisfy even the simplest of needs (including landing within 2 hours of your scheduled time) on an overpriced ticket. I must give props to the staff however because despite the horrible system they still manage to impress with their astonishing amount of rudeness and lack of basic customer service skills.