American Airlines

✅ Trip Verified | Phoenix to Boise. The kiosk Check In is slow and asks to many questions to get you to pay more. Which takes several minutes instead of asking it all on one screen. If you have a problem the front can’t help you and refer you back to an assistant which takes more waiting. Then I arrived to my gate 8 mins before my flight was to leave and the attendant was very slow wasting time Loking for a number to call. Insisted she go to the door and check she barely moved down the aisle and then said it’s too late. Customer service wasn’t much better, she found me a flight but said I was on my own for finding a hotel

Not Verified | New York to London. The seats are fantastically uncomfortable. They fit 10 seats across in a Boeing 777. No leg room. The food was inedible. Miserable flight. Would not recommend going across the ocean on American.

✅ Trip Verified | Miami to Bogota. I have been sending mail, e-mail through contact, claim through BBB since May 19th and I have not gotten any answer from American just the automatic reply email. SO, I would like to express my disappointment and dissatisfaction with the service I received recently from American Airlines. I had a trip scheduled for 05/05/2019 Miami to Bogotá leaving at 9:40 pm. that was canceled at 11:00 pm. This caused me expenses, American reassigned me to flight AA-915, leaving Tues. 7 at 5:35 pm. I could not lose two days of work, so I had to rebook for Sunday 05/12/19 AA-915. On 05/12/19 the flight was delayed again several times from 5:30 p.m. We board at 9:00 p.m, but at 11:30 p.m. we were informed that flight would leave the next day at 11:15 a.m. Again, expenses for no show Hotel in Bogota. I had to pay for hotel on 05/12 at Miami and taxi to the hotel shuttle was not working. Vouchers I received from American staff at 12:30 am, were wrong. The name was different that my name. I made the claim about what happened to American before leaving for Bogota on May 13th, by phone at 6:00 am, and through passenger service staff at gate 14 at Miami airport. In both cases I was kindly treated and informed that I have to make the claim through customer relation “aa.com/refunds” attaching the receipts and any relevant document. As I mentioned, all this situation has caused me significant losses that I asked them to be compensated by you as soon as possible but still nothing.

Not Verified | I have had awful experiences with this airline and will most likely never travel with them again. Back in April 2019 I was traveling to see my family up in Boston. I was 28 weeks pregnant at the time. I was in the airport for 7 hours! My first flight was delayed due to wind (which was understandable). The second flight, everyone had gotten on the plane and after we were all boarded was told that we had to deplane due to the toilet not flushing. So then the third time around we got fully boarded again and then was told they had to inspect the plane(which took 45 min). After that, once again, we had to deplane and were also told that they had to find a plane and weren’t sure we were going to get one. We were told we were going to be fed but never were given anything. Then on the final flight we had to wait 25 min before we could takeoff waiting on other planes to take-off. I wish this was the end of my awful experience with this airline but it isn’t. Now, my sister had booked a flight for July , paid $60 per ticket for ticket changes and $40 for insurance for her and my moms flight in case I went into labor early and they had to change flights. Well, I ended up being diagnosed with icp and need to be induced June 17th. So, since my sister paid for ticket changes she called them to try and change the flight but was told that the $120 that she paid for was “just to skip the line and get on the flight quicker” and because I “wasn’t in the hospital right then they couldn’t make any exceptions.” If I were you I would pick a different airline, they are the cheapest airline around for a reason with no courtesy for any of their customers.

✅ Trip Verified | Philadelphia to San Diego. I always forget how much I hate flying American Airlines. They separate you from people you book your flight with on purpose so that their customers have to pay to switch their seats. Then they make me check my bag when there is all this extra cabin space. I’m just annoyed and frustrated at this whole experience. This is why Southwest Airlines is taking over.

✅ Trip Verified | Los Angeles to Buffalo via Chicago. What a terrible treatment of passengers. The flight attendant yelled at me for drawing her attention when I asked her a question and she passed me by for water/snack. This is the only airline that has their crews completely ignore the passengers when during leaving the plane. Customer treatment by the flight attendants is ZERO. American Airlines treat passengers like trash. I will not fly American Airlines again. The Aircraft got delayed, at 1AM departure time, by 30 minutes apparently because it changed to a different runway. At 1AM! Is the Airport busier at 1Am than during the daytime? Because of this 30min delay, we are waiting 7 hours for the next flight home. We are even lucky to have this flight. Another lady has no flight today, and tomorrow she has only one flight where she can do standby. What a terrible airline.

✅ Trip Verified | Los Angeles to Buffalo via Chicago. I will never buy another American Airlines ticket. If there is only AA available for my schedule, then I will change my schedule to find another airline. If the price of ticket of another airline is $200 more each way, I will gladly pay extra to avoid American Airlines. This trip, I and my wife are spending the whole day in the airport because the pilot wanted to use another runway to take off from LAX. That delayed the arrival by 30 minutes which made us miss the connecting flight by 10 minutes. The next flight was full, so they put us on standby and there is only one seat available. SO we need to wait another 3 hours. The flight attendants treat the passengers like trash. Thy yell at you. My dog will be staying the whole day alone -- we were supposed to take care of her in the morning. We can not find another dog sitter until we get home ourselves. So, folks, if you purchase American Airline ticket, factor in another full day from point-A to point-B in your itinerary because American Airlines will have delay or cancellation or something, always.

✅ Trip Verified | Thank goodness for a short flight from Nashville to Chicago. We were initially sat next to each other, but then on check-in at the gate, the agent asked if we would volunteer to take the next flight an hour later, for $$$ compensation. We agreed, but then on boarding, they announced that they did not need volunteers after all. However, they separated us in different rows, and I was given a middle seat in the last row near the toilets. Thanks for nothing American Airlines, and their attitude was tough luck. There is surely a lesson here. Never volunteer for anything from an airline that charges you for everything. Also, the economy seats on the B737-800 have to be some of the most uncomfortable in the airline industry.

✅ Trip Verified | I'm writing this scathing review after 3 back and forth emails with AA's customer disservice team. When your flight matters, when you have a vacation on the line or a critical meeting, and something goes wrong - don't expect AA to lift a finger to make it right. The policy they have shared with me is "If we make an exception for you, we have to make an exception for everyone" - Well that's the point! You should be making things right for every passenger you screwed over on this flight. My flight was AA515 Cancun to Phoenix, final destination Orange County CA. That's ONE connecting flight. Our flight was turned around mid-flight - the captain came on and explained we had mechanical issues. This is terrifying to hear. There was no mention of "this is a minor issue and we are not going to crash and die". People were panicking, praying, crying with stress and panic. We were told we would not receive an alternate flight that day and we would be sent to a hotel and be given dinner and breakfast. Bottom line, the transportation from/to the airport, the hotel, and the food was all unacceptable. We were herded around like cattle with no explanation of what was going on. When we were bussed back to the airport we encountered AA employees who had no idea what our situation was, and when we explained things they didn't care at all. "Next!" So instead of getting another flight set up to handle a full flight of people whose flight was cancelled, they just tried to put everyone wherever they could to fly out of Cancun. We ended up forced into a flight plan that didn't even get us home until the next day! After already missing a day of work over this, and begging our dog sitter to stay another day, we HAD to get home Friday. Their suggested route was Miami/Orlando/Phoenix/Orange County (Saturday). At the ticket counter in Miami, we spoke with the dumbest customer service employee I've ever spoken to, who spoke to himself instead of speaking to us, and he couldn't produce any flight solution that got us within 50 miles of home (that's 4 airports) on Friday. After we worked on our phones for a few minutes we found a flight that he missed and were able to convince him to get us on it. That's literally the rebooking agent's job - and he couldn't do it. Fast forward to Phoenix customer service desk and we realized the whole trip we hadn't sat next to each other - we went to the clerk and asked her if she could help us, after the day we have had, and waive a seat change fee (~$12). NO, she said plainly. This small gesture of courtesy was not even considered. This would have gone a long way in simply showing they care. But they 100% do not care about any of us. When we finally arrive in OC, surprise, or baggage was lost. Speaking to customer support we were told AA was not responsible for any of our $200+ in incidental unexpected charges (receipts provided) for the extra day of travel. They still wouldn't budge on the seat change fees, and now a random unexplained $12.87 charge is on my card that they won't address. They force you into an email only conversations - they claim their structure prevents the need for a supervisor to be involved. That their email team is the highest escalation possible. Speaking to someone in person is not allowed. You will take what they give you and you will like it! Genuinely disgusted by their service and handling of a tough situation that they could have easily rectified.

✅ Trip Verified | Savannah to Frankfurt via Charlotte. It has been a week and I am still missing my luggage! Luggage agents stating that there is no communication between the baggage claims at the airports? Switched luggage tags, not booked through destination - too much to all write down! However, sorry to say, incapable personnel, no real communication with the customer. Return calls are under a private number, emails are from unmonitored mailboxes. Sorry AA you need to do better. I am outraged!