American Airlines

✅ Trip Verified | Tonight’s lack of customer service is despicable. My boyfriend and I flew home from Alaska and had different middle flights from Seattle to DFW. His plane was late departing making his already close call to near impossible. The plane then landed with 20 minutes to spare before our gate closed and there was no gate available for them to dock the plane so they stayed landed and unable to get off the plane for 30 minutes. Management refused multiple times to hold the flight for the 15 American Airlines who were stuck on that plane due to their error and unable to make the last flight to Jacksonville for today. 15 passengers are now stuck in Dallas because they refused to delay the departure of 1 flight to give good customer service to customers who were delayed due to their error. To top it off .. they will not even provide hotel to those they have screwed. They now have to wait in DFW for the next flight out tomorrow morning at 7:20. Shame on you, American Airlines. I will never fly with you again and I’ll do everything I can to make sure others don’t also.

✅ Trip Verified | Orlando to Dallas. American Airlines staff are great, however, their company runs a terrible business. For my honeymoon, my wife and I took 4 American flights which we booked together. The airline separated us for 3/4 flights and even with checking in 24 hours in advance there was no unpaid option for seats together. The airline was trying to force us to pay for an upgrade to get seats together. The American Airlines front desk admitted this is what they are doing, but could not help us. I have flown on over 12 different airlines and American is the only one to treat me this badly.

Not Verified | Phoenix to New Bern. This is the 3rd flight this year that has been delayed over and over. Worst airline ever. If Southwest flew here I certainly wouldn't be flying American. My last flight I spent half the night in Boston trying to get home. Always the same thing they don't have a plane. Get it together AA.

✅ Trip Verified | Flight from CLT to CLE booked through American - they suggested this connection at Reagan. The flight from Charlotte to Reagan sat on the tarmac waiting to take off for at least 20-30 minutes. I asked the flight attendant when we would make it in and whether I would make my connection. He said “yes! You will have plenty of time to connect. The flight is only an hour.” I finally get off the plane in terminal B and check the monitors to make sure I have the right gate for my connection (35X). There is one very small sign that says you have to take a shuttle to get to terminal C/X. I almost exited the airport because I passed it. Now, I don’t travel every once in awhile - I travel for business 2 out of 4 weeks a month. Get to the shuttle gate and the bus just leaves. I walk over to the closest gate and ask the attendant if she could help make sure the flight doesn’t leave without me. She says she can’t help and they always leave on time. I finally get down to my gate at 4:49! I looked at my watch as soon as they said the flight was closed. My flight was scheduled to depart at 4:59. I was there ten minutes before the flight was to depart - I should have been permitted on the flight. The staff at the gate were not helpful nor apologetic. If someone would have just said “sorry for the inconvenience” I don’t think I would be so upset - but nothing! I work in retail - I know things go wrong, mistakes happen ... but if one of my customers was inconvenienced with my product - even if it wasn’t my fault particularly, I still apologize. American has definitely lost a customer and I plan to spread the word.

✅ Trip Verified | Our flight from Charlotte to Des Moines was okay, but a little frustrating. Very friendly staff at ticket counter, at gate and on the flight. We were able to board early with our infant and get settled. Waiting on the tarmac for 45 minutes before take off was not ideal. We technically still made it to Iowa on time so that means the 45 minutes wait time was built into the flight. If that's the case, state that so I can book with someone else. The plane was small. My husband and I are not small in width so trying to juggle an infant and having to pump, we were miserable. The Des Moines to Charlotte flight was not a pleasant experience. The lady at the ticket counter was great as well as staff on the flight. The lady at the gate was awful. Very rude. They boarded a handicapped lady so my husband and I head up to board early with our infant and was told "you are in group 7 and it is not your turn. We do not allow families to board early. You'll have to wait". No "I'm sorry" or anything and with a snarky voice like we should have known this. I have never been on a flight were families weren't allowed to board first. So trying to walk down the aisle with our bags and an infant, bumping into other passengers and disturbing them was not okay. This needs to be addressed.

Not Verified | Chicago to London. I flew to London with American Airlines and it was a comfortable flight. The staff were sweet and helpful. They always checked on everyone, making sure everyone was happy and taken care of. The flight was smooth and quick. The inflight movies and WiFi made the flight so much more comfortable and quick. I will be flying American again.

Not Verified | Gulfport to Portland via Phoenix. 6:10 am flight cancelled late night. Changes to an earlier departure with a lengthy connection. They could care less. Missed business appointments and left with a middle seat. Will do everything possible to never fly this airline again. Beyond anything, I could imagine. The worst. No empathy no offer for assistance. A “whatever” attitude. There are options

Not Verified | My flight was returning at 9.00 pm from Philadelphia to St Louis last night. I upgraded my seat to be closer to the front of the plane to not get stuck near the bathroom where I was. This cost me $21 which I chose to do willingly at check in. When I boarded the plane it was a 6 seat across aircraft but I don't remember the model. It was mostly empty so when I saw how empty it was I asked if I could move anywhere I wanted to and the Stewardess said anywhere but the emergency exit seats or first class. I get the first class thing but the emergency exit seats? Seems like they'd want someone there to handle the doors for emergency purposes but she said they are premium seats and its against the rules. I think I could do a good job with the seats since I am 6'2" 210 lbs former Marine in shape. She did a good job and was very pleasant so I don't fault her. American Airlines has a silly policy is all I think. All those emergency exit seats were empty so there was nobody there to man the exits. Seems dumb. Like a governmental bureaucratic policy deal. Everything else on the flight was fine.

✅ Trip Verified | Dallas to Corpus Christi. Worst customer service ever! Bought 2 tickets for $400 each. No seats. Got to the airport early to check-in (even checked in online 24 hours prior). Told we had to wait to get our seats after all customers had gotten theirs because we had Economy Class tickets. Have to wait in line again. Will never fly AA again. Will pay extra for any airline that treats customers better. Cannot imagine Delta doing this.

✅ Trip Verified | Atlanta to Miami with American Airlines. The worst service ever. Here’s what went wrong: 1) The person boarding was mean and horrible (I wonder how a person this unpleasant is allowed to be in any passenger facing role) 2) The manager was mean and horrible 3) They let me know that they needed to check my bag. When I said that I would like to speak to a manager because I am not comfortable with that, they were yelling and said I had 2 minutes to get on the plane. Their first move was to give an ultimatum. I would have understood had they asked nicely, but their terrible attitude really didn't help.