American Airlines

✅ Trip Verified | Tucson to Honolulu via Phoenix. Timeline of events: On August 22, 2019, I left TUS for PHX at 1146a. At 1025a, received an AA text message advising my 225p PHX/HNL departure was on time. At 1230p, received another AA text message advising my 225p PHX/HNL departure was on time. At 103p, received an AA text message that my 225p departure was delayed to 254p. Approximately 130p, we were told by the PHX gate agent that our flight was delayed - a bit overdue since we already knew this from our text messages. She anticipated the delay being about an hour. At 328p, received an AA text message that the HNL flight was delayed until 425p. At 344p, received an AA text message that the HNL flight was delayed until 425p. At 427p, received an AA text message that the HNL flight was delayed until 530p. At 5p, received an AA text message that the HNL flight was delayed until 6p. This was only the second time we heard from when the gate agent advised this was a mechanical delay and it would be a further delay. They were getting a part for the plane. At 532p, received an AA text message that the HNL flight was delayed until 630p. At 543p, received an AA text message that the HNL flight was delayed until 830p. At 558p received an AA text message that there was a gate change for our HNL flight. At 637p, received an AA text message that the HNL flight was delayed until 9p. At 640p, received an AA text message that there was another gate change for our HNL flight. At 735p, received an AA text message that the HNL flight was delayed until 931p. At 751p, received an AA text message that the HNL flight was cancelled! At 755p, the gate agent announced the flight was cancelled and advised us to go to the Customer Service counter and handed us a “Let’s get you back on track” card. After standing in line, with Customer Service, I was given two vouchers one $12 food voucher and one hotel voucher, for the Hampton Inn. They also rebooked me on a Hawaiian Air flight, leaving the next morning, August 23, at 8a. The events of August 22 certainly could have been handled better. We barely heard from a person on all these delays but text messages were almost every 30 minutes, but no updates from AA employees. When I asked (as well as other travelers on the same flight) the gate agents for updates, they just said they knew nothing. I tried to use my “meal” voucher twice, with no luck! Both McDonalds and coffee kiosk told me they did not take the meal voucher, so this went unused. When I called my hotel in HNL, they were able to hold my reservation, but I would have to still pay for Thursday evening. After over 9 hours in the PHX airport, I finally just went to the hotel, grabbed a bag of chips and fell asleep. When I asked American Airline to reimburse me for my missed night in Hawaii, which I had to still pay for, they advised they were 'fair and reasonable' in providing the hotel accommodations in Phoenix and then got me to Hawaii the next day. Definitely no longer 'something special in the air'!

Not Verified | Charlotte to Lexington. First of all when my flight landed in Charlotte, NC we sat on the runway for 45 minutes before we could get off, then had to go through the slowest customs lines and missed my flight home. This isn't the first time that has happened. I wouldn't recommend anyone to fly to Charlotte, NC if you want to get home at a decent time and not have to miss flights and end up sitting in the airport 4 to 5 hours waiting on another flight. American airlines need to get their schedules together so you won't miss your connecting flight. American airlines knows the process of going through customs and shouldn't have planes scheduled to take off so fast before you can get through customs. People's time is valuable and don't want to spend a whole day trying to get back home

Not Verified | Salt Lake City to Dallas. Horrible. I caught an earlier flight planning on catching the flight back. They cancelled both. Even though I called before. So I had to rebook the same flight for $500. When I called in to fix it after talking to the supervisor he said he would check something then put me on hold for 20 minutes just because he could. I fly this route with them monthly. Will be Delta from now on.

Not Verified | Seattle to Atlanta. Wasn’t pleased with this flight. We had a layover in Charlotte. Then from there went to Seattle. On this flight there was no tv. The snacks were limited to just cookies and you had to pay for additional food. If a flight is 5-6hrs I think the expectation is that there should be entertainment and a few snack options. In addition at the end of the flight we had to catch a shuttle to the airport. Mind you this is a 10pm Landing. The plane smelled and my husband and I didn’t enjoy the experience.

✅ 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.