American Airlines

Not Verified | San Francisco to Charlotte. Worst customer service I've experienced with an airline. I get sick and claustrophobic in middle seats, and despite my obvious distress and discomfort, the crew refused to allow me to move to the open aisle or window seats because they are only available by charge, even though they are empty. A terrible policy, and awful management that they would make their crew feel they have no choice to move someone's seat even though they are visibly sick. Awful people, awful airline. This will be the last time I ever fly with American. Now I remember why I usually choose Delta for domestic flights. Unbelievably discourteous. Wish I could rate them at zero stars.

✅ Trip Verified | Denver to Charlotte. Absolutely awful experience. Rude, terrible service from the first class flight attendant. To make this a worse experience, this was followed by zero customer service after multiple emails contacting the customer service department. I would highly recommend another airline if given any other choice.

✅ Trip Verified | Chicago to Salt Lake City. I'm not surprised seeing that I'm not the only one who is disappointed with American Airlines. Whoever is in charge of customer service is doing a very poor job. My flight was delayed several times due to weather in Chicago. I get that, it happens. My disappointment begins when American refused to compensate me for my hotel room because I had to stay overnight in Chicago. I missed my connecting flight because they didn't get to Chicago in time, and they didn't have another flight departing for Utah after 9:30pm. The soonest they could do was 1:30pm the following day, so it's not like I could hang out at the airport for 15 hours. Then big surprise, I got another notification that my 1:30pm flight is now delayed enough to miss my other connecting flight! I called them and suggested the solution of putting me on a Delta flight at 7:50am. Why am I the one to figure out the solutions? I forward the complaint to Customer service; I ask them to compensate me for my hotel room ($129) and I may travel with American again. They tell me no. I explained that I travel every month for my job and they won't invest $129 to keep a customer. Obviously the return of investment is there for American airlines, but they couldn't see it. I've let my colleagues know (of whom also travel monthly) that I don't recommend flying with American. I already have another business trip planned for next week to Missouri and I booked Delta! Keep up the poor work American airlines, you'll have empty seats on your flights.

✅ Trip Verified | Phoenix to San Jose. At issue is American Airlines decision to reassigning my window seat 30A to a middle seat without my consent or any mention of this, later forcing me to change seat inside the plane. Upon entering the plane, my phone notified me that my seat had changed. I asked two cabin crew members where I should sit. They replied I should sit on my original seat, by the window, because it was less demanding on my foot. After having settled on my window seat and stored my bags in the top compartment, a family of 4 appears claiming they had the entire row assigned to them, seats 30A/B/C. The family appeared to consist of a small child, his parents and his grandmother. Another crew member told me that my seat was 12E and that I should move. I refused to do so since this was the seat I had purchased at least a couple months back and because I was told by the other crew members that I should sit there. A few moments after, the attendant came back and said that the captain had said that I can “either choose to change my seat or not board at all on the plane”. Intimidated by this and considering the fact that the plane was delayed and this family wanted to sit down and that I was extremely tired from the long trip, I moved my bags, changed my seat and apologized for the family since this was not their problem, but American Airlines. I will no longer fly with or recommend American Airlines.

✅ Trip Verified | Bags were tagged with correct tags Charlotte to Dublin to Lyon but American Airlines sent one bag to Tampa. Bag found 2 days later but 4 days later still haven't even begun to forward them to me. No communication from American whatsoever. All info from call center in another country where they keep calling me to tell me that they have found my bag and they'll let me know as soon as they arrange to send it to me. Why are they holding the bag? They say they cant tell me. Dont fly American if you want your bags to go where you are going. They don't seem to care at all. Vacation is ruined because I'm spending all my time on phone and internet trying to get my bag. I go on vacation to get away from my computer and phone Thanks American Airlines for not caring!

Not Verified | Salt Lake City to Charlotte via Phoenix . Plane was late getting into Salt Lake City so we were late into Phoenix.. Was told that the connecting flight knows were are coming, so run. I’m a 60 year old Uterine cancer survivor of 2 months and I ran like a crazy woman! I ran past younger people that were on my flight (there was 14 of us) when I reached the gate they let a guy that I was on the plane with on but then closed the door! I said please I was on his plane and they said y’all are waiting on us. She said there are no more seats left that the plane was over sold. What? That is a connection flight for me. Not my flight of origin!? I asked at the customer service counter when they were booking my for another flight for 8 hours later how much did people get compensation for giving up their seat on my sold out flight and I was told nothing the 10 seats that weren’t filled by us passengers from my flight were given to people on standby! So I was bold face lied to by the attendant at the gate! Then the plane I was on after all the 8 hour of waiting barely got down the run way and we had to go back for engine issues. So an original flight time of 5 hours for me turned into a 21 hour circus and a missed day of work at $180 for the day. If I could give this airline zero stars I would! And a zero rating I would.

Not Verified | We were scheduled to fly from San Antonio to Chicago to Dublin. As we boarded the aircraft, we were told the plane was broken and we needed to wait for another plane to arrive from Dallas. 2 hours later, we boarded another aircraft. After we boarded it, we were told it was also broken. At this point, we were at risk for missing our connection. I spoke to the pilot and desk clerk who both assured me that the plane will be fixed very quickly and we will not miss our connection from Chicago to Dublin. In fact, they didn't want to rebook us on another flight at that time, as they were certain we would make our connection. 4 hours later, it was announced the plane was permanently grounded and there was no other plane they could put us on. Our connection was missed. We were rebooked on another flight out to Dallas now, with our international connection through now two different cities, getting us to Dublin 3 days after originally planned arrival. The next day, when we arrived at the airport and boarded the aircraft, we were once again told that the plane was broken and they would fix it shortly. At that point, we left the aircraft as everyone was screaming at us, asked a crew member to get our bags (airport crew, who was very helpful) and drove to Dallas where we got British Airways to get us to Europe. American refused to reimburse us in any way for this. They took no responsibility. We lost 3 days in our vacation time and expenses. All gate agents and customer service we spoke to was extremely rude and even yelled at us.

✅ Trip Verified | Philadelphia to Austin. American Airlines changed my departure time from 9AM to 4PM without any notice. They also changed my flight home from 1PM to 11 AM without notice. Im going to a convention so this time limitation creates unneeded stress. I will never be flying American Airlines again.

Not Verified | Flight was delayed but not announced until passengers were on board. This delay was over 1.5 hours causing us to miss our connection requiring an unplanned overnight stay in Philadelphia with a new flight the next day in the afternoon. LAX gate staff was rude and unhelpful. Customer service staff at LAX told us we could book on another airline, but we were on our own to contact, book and pay. In Philadelphia we were directed to the 50 person line at customer service where we were told our flight for the next day and we would be better off getting our own hotel. We were given a $12 voucher for each of us for food. We were not allowed access to our bags for medication for our 3 year old requiring. Fortunately, Marriott was able to find a 24 hour pharmacy once we checked in and paid on our own for rooms there. As of today, American has offered no assistance nor responded to us online or on the phone. We arrived home 24 hours later than scheduled.

✅ Trip Verified | Washington to Quito via Miami. My wife and I took a trip of lifetime to the Galapagos Islands this month and it was wonderful - except for our treatment by American Airlines. We booked first class tickets 9 months in advance and on half our flights, we were downgraded to coach because they oversold the tickets. I have spoken to six customer service representatives (you can never speak to the same one) and have yet to receive a refund for the difference in cost of first class and coach tickets (which amounts to thousands of dollars). And by the way, you cannot speak to anyone in the refund department. So if you still choose to fly American Airlines, don't expect to sit in first or business class even if you buy those tickets and good luck getting any money back once they downgrade you.