American Airlines

✅ Trip Verified | Nashville to Chicago. No customer service at the airport. AA employees are always frustrated and have no intention to help you. They toss you around 3 or 4 different queues. Different ones of kiosk, baggage, service. You have to go to all those queues in mysterious sequence. Staff wont really help neither there are any signs. Missed or delayed flights every single time I boarded American. Best of luck. I am never taking AA ever again.

✅ Trip Verified | Montego Bay to Fort Wayne via Charlotte. I have flown with American airlines 4 times and this was the worst. Got notification that our flight from Jamaica to Charlotte was delayed by an hour. Once we got to the airport it was an hour and a half and we miss our connection in Charlotte by 5min. Couldn't just let me stay in Jamaica another day. Need to give more notice for this. I had to spend the night in Charlotte. Not happy at all. Couldn't hold that flight to Fort Wayne being it was their fault or book another one. I know they got enough planes. Had to wait until 1130 the next morning and of course it was over booked they said. But once on the plane there where open seats. I paid in advance for upgrade seating and of course with this flight my husband and i didn't even get to sit together. Don't think I will be flying with them any more.

✅ Trip Verified | Hong Kong to Portland via Dallas. American Airlines should be embarrassed with their International First Class product. I flew on their longest nonstop flight from Hong Kong to Dallas and the experience was mediocre at best. The few positives were a friendly cabin crew and the actual seat itself, which has a lot of room and adjustments. But these good points are overshadowed by miserable selection of food and drink. Upon boarding, we were brought cold, stale almonds and cheap champagne that cost maybe ten bucks a bottle. After takeoff, we were rushed thru our meal because of "upcoming turbulence." My beef filet was an inedible mass of gristle and the ice cream sundae was completely melted. The promised "Open Snack Bar" was nothing but a bag of chips and disgusting cold sandwiches. The breakfast served before landing was OK. The Purser on the flight actually apologized to the eight passengers in First Class for the sorry food and drink stating that "There have been some unfortunate cutbacks." The wifi did not work and the entertainment system was so slow that I gave up and just used the map. I will be cutting back my business with AA after this terrible experience.

✅ Trip Verified | Miami to Los Angeles. My original flight from CUN to connect in MIA for LAX was delayed 3+ hours and I was offered several alternate options. Once I arrived in MIA there was confusion amongst the staff with some telling us we missed our flight when it was actually delayed. Not one person empathized with my situation. I was repeatedly told there is nothing I can do because of the ticket type purchased. I was given a boarding pass for the following morning at 9am but was never told it was a standby until I realized at boarding time I had no assigned seat. Well didn’t make that flight either and still no one empathetic. No offers for options of which there were plenty just the same flight 2nd flt on stand by AGAIN was delayed from 1230 to 2pm. And then no on board amenities ie. charging station

✅ Trip Verified | Denver to Dallas. Worst experience ever - arrived 55 min before the flight and since we needed seat assignments the agent at the kiosks directed us to get in line for the main ticket counter. There were a couple of people ahead of us and the agent came out from behind the desk and started asking everyone why they were in line. I told her the window was closing for us to check in, but she continued to go person by person to see why they were in line, rudely asking why they were in line and condescendingly telling them to use the kiosk or that she couldn’t help them, instead of just taking customers in the order they were in line. She completely ignored us and the fact that the minimum 45 minutes was ending. She went back behind the counter and after a bit called someone from the priority line (they had a dedicated rep handling their line) she was incredibly rude and intentionally delaying helping us. When we finally were called up, she very coldly told us we were too late and that we should have used the kiosk. We told her that we were told to get in the line- were actually escorted there and she said, well I will have a talk with that agent. She put us on another flight leaving 2 hours later but did not tell us that we were on standby. We found out when we trying to get seat assignments. No go. Talked to a supervisor - no help. Told this is what you get with economy tickets - ridiculous how we were treated. Never experienced this with Delta or United. Finally got on a flight and were told as we were walking on that there was no overhead bin space left and would have to check bags-even made a lady get off the plane to check hers - when we got on the plane there were tons of open bins- some completely empty! Unbelievable- and so rude and the flight attendant said that’s what you get with an economy ticket- which is not true - carry ons are included. Will never get my business again - rather pay triple to another airline that treats all of their passengers like human beings.

✅ Trip Verified | New York to Washington. American Airlines used to be one of the better American (USA) companies. Now it is trash. They are absolutely incompetent. I was waiting for the screen to show the flight was boarding. Then a notice came up saying the flight was delayed 15 minutes. I happened to walk over to the counter anyways. If I had not I would have missed my flight! They never showed boarding. And the flight left on time. No explanation; only the typical American Airlines shoulder shrug. You’re better off flying a budget airline in Europe than you are flying any American airline.

Not Verified | Rochester to Orlando. Worst airline. We had multiple planes “break down” with mechanical issues which resulted in multiple delays. We watched as tons of people missed there connecting flights. The staff was incredibly rude and not helpful. We will never fly with American Airlines again.

✅ Trip Verified | Albuquerque to Redmond via Phoenix/Los Angeles with Skywest Airlines as American Eagle and Compass Airlines as American Eagle. The absolute worst customer service I have ever experienced. Thank you SW and Alaskan airlines for incredible and helpful customer service, I will always fly with you, never American Airlines again!

✅ Trip Verified | LaGuardia to Pittsburgh. The employees of this airline are so bitter and angry. Their customers are a nuisance to them. They can often be overheard complaining about the customers and/or their schedules. On May 15 there was a customer who was made to check a bag when there was clearly space for her to bring it on. The flight attendant in first class referred to this customer as a bitch to her fellow flight attendant. Unacceptable.

✅ Trip Verified | Miami to Rio de Janeiro. If there’s an award for least child friendly airline, American Airlines wins by a landslide. Their website claims they have bassinets on long haul flights which are first come first serve at the gate. Correction; only if you want to pay an extra $120 for it or pay even more to upgrade your seats. When I asked if the bassinet was available, the answer was “oh, people are already sitting in those seats and they aren’t going to want to ask them to move”. Great customer service. I was then lied to at the gate and told the bassinet was already claimed, but when I looked on the kiosk at the gate, those seats were available for a paid upgrade. Really helpful for me on an overnight 8 hour flight with an 8 month old baby. The icing on the cake is that they don’t even have priority boarding for families with small children. Holding my crying infant, they told me I had to “wait for my boarding group”. By the time we got to our seats, the overhead compartment was full above us, where we needed to access bottles, formula, and toys. I can deal with my crying child because your agents clearly have no empathy for an exhausted mother and baby, but who really paid the price is the rest of your passengers who got to listen to it all night. Nice to know you care more about the money for the upgrade of the bassinet over every passenger in economy class. I didn’t choose to fly your airline, I had to because of sick in-laws and getting to Rio in time. Emirates Airline offers 2 bassinets in every section of 777 economy class, 6 in total, for no extra cost. They will switch adults without kids seats to accommodate families with babies and have priority boarding. A little empathy goes a long way, because traveling with a baby is stressful enough already. All I received from your desk agents and staff was a quick “no” without any effort to try and help. If avoidable I’ll never choose your airline again.