American Airlines

Not Verified | Philadelphia to Orlando. I won't be booking with American again because of disrespectful customer service manager who lied to me several times, was sarcastically belittling my grievance, and offered no solution. I booked my family's vacation to this year on American because I wanted the assurance of picking a seat when my two daughters flew for the very first time. Specifically I passed up the cheaper tickets from several other airlines so that I could pick window seats for my daughters and my family could sit together with assigned seats. I booked 8 months ahead of the trip and paid for the specific fair where we could choose seats. A week before the first flight, I checked the app and to my surprise my family had been moved from 2 window seats for the girls and the 2 middle seats to 4 internal seats in the middle of the plane with no notification on both of our flights. I called to inquire and the initial agent reviewed the trip, acknowledged that no notification had been made, and that the original seats were now an additional $244 - but now came with free drinks for my 4 and 7 year old. The original agent was empathetic, admitted that there were plenty of open window seats, but offered no alternatives (aside from the up-charge) so I requested a manager. The manager offered no empathy (let alone an apology) and sarcastically suggested that the airline moved us because they "had it in for E & F seat passengers" - not humorous given the situation, and then he then repeated lied about the process, available seats, and lack of communication about the change. He even went to his go-to excuse that the original flight was on a 737MAX that was grounded but, the original email clearly shows that the original flights were on an Airbus A321 and he couldn't even admit that he had made that up. Last month when American stranded me cross-country on a business trip and their solution was a flight home two days later, I spoke to empathetic agents that did their best. I had no complaints despite the fact that it cost me time and money where the solution involved me flying back to an airport several hours away from my destination to rent a car to finish the journey. A bad experience but no hard feelings for American. My current experience however shows that the employees do not value their passengers so I'd have to warn others to book with an airline that values your business.

✅ Trip Verified | Philadelphia to San Juan. Words fail to convey the impressive level of incompetence that American Airlines bestows upon its “customers” each day. As United global services members, we travel frequently and are accustomed to a certain level of service ... however we have received better treatment from airlines such as Southwest. Their very creative employees revel in anticipation of finding new ways to mistreat passengers. Most other poor airlines are only capable of one or two blatant failures during any given flight. American Airlines, however, can deliver dissatisfaction from booking, through check in, boarding, meal service and disembarking the aircraft. They are a strong team dedicated to screwing up every part of your experience. My experience was so thorough, I didn’t believe I was experiencing reality any longer. It was so perfectly bad that it couldn’t be real. A Matrix-like experience only without Trinity wearing tight pants and flying helicopters. I can truthfully say that myself, my family, and my entire company will be blacklisting this airline and I will encourage friends, acquaintances, and strangers alike to do the same.

Not Verified | Harrisburg to Fargo. American Airlines changed my wife and my seat assignments without notifying us. I found this out after checking in and getting our e-boarding passes. I called customer service only to be told that after you are checked in there is nothing they can do. We will have to deal with it at the airport. Will never fly American again. Their customer service is horrible at best. The 844 number that comes up when you google American Airlines isn't even their number. They obviously are all about the money and not customer satisfaction.

✅ Trip Verified | Boise to St. Lucia via Chicago and Miami. Never fly American Airlines! The absolute worst airline I have ever dealt with! I’m now stuck in Miami without my bag because they forced everyone to check carry on bags at the last minute and multiple people guaranteed me I would have it in Miami when I made it very clear I was here until tomorrow - absolutely nobody with American will help.

✅ Trip Verified | Quito to Manchester via Miami / Philadelphia. Horrendous delays with little help and explanations. Previously reviewed my outgoing journey (all but 2 flights delayed), return journey was even worse. Only the first flight, UIO to MIA was roughly on time. Second flight (MIA to PHL) was 2 hours late (stuck sat on the runway and it took an hour and a half and repeated asking for staff to offer around water). Was worried I might miss my connection but predictably the third flight was also two and a half hours delayed. No in-flight entertainment unless you have the app downloaded on your device then you can watch on that (which they tell you once on board that you needed to download before boarding).

Not Verified | Dallas Ft Worth to Orlando. On our last flight, we sat on an exit row, which gave us a bit more room. The fit was a bit tighter than I'd have liked, but that's the drawback of booking economy. What I want to actually review is the fact that they were super accommodating just this week as I tried to change my flight. I planned on heading out the week after but an unexpected death in the family changed my plans. The airline was willing to work with me to move up my travel date without any cancellation or other fees, as I'd originally booked under basic economy. There was a small upgrade fee, but nowhere near as much as we'd feared it would be. I'm just happy I get to go to the funeral and that they were able to work around various schedules to get me there.

✅ Trip Verified | Flying both in and out of country has been a nightmare that can only be attributed to American Airlines. I had 3 connecting flights with them, and only 1 has gone as it should. My first flight was delayed due to emergency on the runway, that’s fine, what isn’t fine is being pushes aside for a rebooking the day after and getting the worst customer service I have ever received in my life. Then, the flight the next day (they rebooked) they were delayed about 2 hours because their plane wasn’t loaded with oxygen tanks for the pilots and they had to go get them. Threw off all pickup timing and car rentals. To rewind, Dallas has some of the worst reps I’ve ever spoken to and push any question you have away, from hotel stay to rebooking, to make you call their website. Pretty much useless and immediately dismissive. I will call and try and work out something but this was my experience so far and I would hate for others to go through the same ordeal. Will update if anything changes.

Not Verified | Lynchburg to Dallas via Charlotte. This was my first time flying American and there were several concern and problems. I brought a medical device and they made me check and pay for my carry-on. When I arrived at baggage claim there was a text saying it was at the baggage service desk. When I got there, one person said it was lost and another said it came early at another terminal. After waiting to see if it came with my flight since there was confusion, I had to go to the other terminal. I asked it they could bring it to me as I have a bad back and they said no. All in all, I was not happy with this airline. And they made me check my medical device at the plane. They labeled it fragile and watched the man bounce it up the stairs to the plane.

Not Verified | My flight from Baltimore to Charlotte was delayed by 2 Hours and my return flight from CLT to BWI cancelled (Monday morning). I was supposed to go to work on Monday morning but missed because of flight cancellations and reschedule. I opened up a ticket with customer service to get a refund as I had to incur loss of pay. After few days I got a call from AA customer service, lady on the phone started conversation with a lie that my flight was delayed only for half hour when it delayed for more than 2 hours and didn't even mention about cancellation, on top of that she says she is doing me favor by adding 750 miles to my account. I am the one who suffered with the delay and AA customer representative says she is doing me favor. In total my whole journey is better stated as a bad experience, no value to customers, flight delays and frustration.

✅ Trip Verified | Boston to Los Ángeles. This has been the worst airline experience of my life. American Airlines made me miss my National Soccer tournament and the customer service was absolutely horrible. The airline did not help or give any reassurance that I would be able to make my games on time and I did not make them thanks to their lack of support and failure to help me find a new flight. Never flying on American Airlines again and recommend other people read this and follow my steps. Thanks for nothing American Airlines you really know how to ruin someone’s day!