American Airlines

✅ Trip Verified | San Juan to Salt Lake City with American Airlines. The worst flying experience ever! Flights overbooked, one was delayed 4hrs so we missed our connecting flight, our luggage was put on the wrong plane. Very unprofessional and unorganized.

✅ Trip Verified | While the airlines cannot control the weather, they can certainly control the customer service (or lack of) that their paying customers receive. I missed my connecting flight to Greensboro from Charlotte on 2/19/2019 due to rainy, cold weather. I entered Charlotte airport at concourse A and had to depart from concourse E which is about a 12-15 minute walk. Once I was informed that plane's door was closed and could not be opened, I asked what my options were, I was told everything from "rent a car, it's only an hour away" to "go stand in line". An agent pointed at the Customer Service area which had approximately 100 people surrounding it. I was told I could either go stand in line or give the airline a call. It would have been helpful if the agents could have provided information regarding when the next flight out was scheduled, a list of hotels available in the area, or who to contact for questions. None of this was offered to me. Instead, I had to listen to a ground crew staff complain that the flight attendant let passengers disembark the plane before the ground crew were ready and watch an agent put chapstick on while he was trying to deal with upset passengers. There was a glaring lack of professionalism from almost every employee I encountered with American Airlines. It was clear that passengers missing their flight were not American Airline's problem, and agents were quick to let me know that they were under no obligations if the delay was weather-related. After the chaos had subsided, I was able to speak calmly with an agent and get a boarding pass out for the next morning. I was also able to book a room with no assistance from American Airlines. I was lucky to find a room at all and got one of the last rooms at a Best Western 15 minutes away. Once I got to the airport the next morning, the screen listed my gate as Arkansas instead of Greensboro; when I asked the agent if I was at the correct gate, she said "hold on, I need to log out", then proceeded to finish her conversation with her co-worker. The agent finally responded with a "yes" and no apologies for the screen not indicating Greensboro were offered. Greensboro was never put up on the board which caused confusion for several passengers. It was announced later that this flight was going to Greensboro, NC but Arkansas still showed as the point of destination for Gate 33 passengers as we boarded. Would it be too much to have passengers that are connecting to another flight, to disembark the plane prior to other passengers? If I had gotten to the gate 2 minutes earlier, I would have made the connection. I have flown with American many times previously and have encountered rude agents; however, the agents in Charlotte are by far the rudest. This is the last time I will look the other way and chalk up bad attitudes from agents as having a bad day. I would highly encourage American Airlines to provide customer service training to your staff. I will not recommend this airline to my co-workers nor my family, as I would not want anyone to experience such a disregard for simple human kindness and courtesy.

✅ Trip Verified | Frankfurt to Dallas via Los Angeles. It's all about the money for AA - no interest in performing a quality service. If you book their lowest fare, you are guaranteed not to sit with your partner but instead always in a center section seat. In fact, they go out of their way to ensure this: We were both assigned center section seats between a vacant aisle and window seat. I look at the seat map and there were 76 vacant seats with 32 possible adjacent seating combinations. I have never heard of a company that brings out a product and then makes sure you hate it. We asked to sit together at the airport and were told : 100€ and that we should have paid the $12 at home or the $240 to have an "upgraded" fare. British also assigns you a middle seat but their airport staff cheerfully reseat you when you ask - without any "I told you so" attitude. Ground staff is good, but the inflight crew all have chips on their shoulders. It makes you miss Eastern Air Lines.

✅ Trip Verified | Orlando to Phoenix. I think this is the worst airline. Every time we fly with them there is an issue. Booked seats 3 months and advance and got split up with 4 little children! Waiting on the plane for 3 hours to exit the plane and was late for the next international flight. No one was even helpful about it. Lost luggage which took 2 weeks to be found. Constantly delayed flights. We just hope we will never need to use this airlines again .

Not Verified | I did not fly with American however the ground team accidentally took my luggage to Phoenix from Houston and it now sits at Tucson airport. The team won’t deliver to UA agents so that it can be returned to me. I travel with AA however recently reduce how often due to poor quality service. I continue to encounter this. When I called, the call center agent was unforgivably rude. When I pointed that out the response was met with more rudeness. When asked for supervisor they placed me on hold with no sign getting my call redirected. I am still waiting on my luggage to be returned. Please make some minor effort to help resolve this issue and return luggage. This would take communication and teamwork. Why is that a challenge?

✅ Trip Verified | Was a little apprehensive flying with American Airlines after reading previous reviews but was pleasantly surprised by the overall experience. The aircraft itself was clean, spacious and the seats comfortable. The food - has to be some of the best I have ever had flying, and I have traveled on a lot of airlines! I especially loved the sesame chicken with tabbouleh salad and sesame soy dressing - so delicious! It was also a nice touch before departing Sydney a menu was handed out detailing the food to come and at what time during the flight it would be served. The inflight entertainment system was fantastic with so much to choose from, including films that had just been released in cinemas. And finally the cabin crew - were professional and friendly. There was one guy recommended sites to see in the states. All in all an incredible experience and I could not highly recommend American Airlines.

✅ Trip Verified | On February 16, 8:45 am we took a flight from JFK to Cancun, flight number 1327, it was me, my husband and my kids, my youngest being my three year old daughter, who was flying for the first time. Once we landed and we were waiting to get out of the plane, my daughter, obviously being in a new environment began crying, I was trying to make her feel better and stop crying when one of the air hostess came up to me and told me this is unacceptable you are the mother you need to make her stop crying. I was so appalled by your employees attitude and customer service to a family who trusted your airline for our travel. I have never been treated this way in my life and I was so disappointed and upset with the way my children and myself were treated. Your employees lack of customer service and respect towards paying customers was appalling, and put a very big damper on our family vacation. I did not expect this from American Airlines and I expected your airline to treat your customers better. I will not be flying American Airlines again and I am very dissatisfied with the way your crew member have treated me and my family. As a business owner myself I know the importance of customer service and putting a customer first, I did not see that kind of service when I flew your airline.

✅ Trip Verified | La Guardia to Dallas Ft Worth. Well, flying is already not pleasant, and I am not that frequent of a flyer, about 750k miles toward the million miler, usually about 25-30kk miles a year, just under their gold tier. Here is my beef. The new basic fares where you only get half a leg credit. My company has a policy they says all of the employees must purchase the lowest published fare. Well, for American, that means basic economy. Flying on American Airlines went from bad to worse. I live in Dallas and it is tough to fly any other airline that doesn’t have a connecting flight. So I am stuck... a gold member they can’t select a seat, gets half credit for every flight, and just flies in misery. American should change the policy on basic fares and allow gold members or higher to at least be able to select seats. At this point, I truly hate living in Dallas because I have to fly American and they completely suck with these new policies.

✅ Trip Verified | We were delayed by the airport shuttle and arrived 55 minutes prior to our flight departure and were not allowed to check in. We explained the delay was out of our hands. Because we missed the flight out they would not reserve the return flight even though it was paid in full. We had to throw the tickets away. We walked over to Delta and the agent just put a person on a flight to Costa Rica 35 minutes before his flight took off and they did have to check bags. Our flight was delayed on Delta which meant we were going to miss our connecting flight to Nassau. We were so disappointed. But Delta held the plane in Atlanta and moved it to the gate next to our arrival so they could collect us and get our bags.

✅ Trip Verified | Honolulu to Los Angeles. I attempted to check in online 18 hours prior to my flight. For whatever reason, the system processed mine but not my wife's. Since in the inbound flight we weren't seated together, I wanted to rectify this. I called AA and the first agent who answered immediately suggested it was my fault because I "didn't check a box or something". I suggested he first listen to me and run my record locator. All I wanted to do was ensure me. And my wife sat together this time. When he did, he said this is an issue with British Airways since they issued the ticket. I said that's impossible, because BA doesn't handle check in for flights on AA. I asked to speak to a supervisor, and was told to call BA or they could put me in touch with their website tech support (why?). Both the initial agent as well as the supervisor were incredibly rude and appeared to be doing whatever possible to get me off the line. I called BA. The agent, Dev, went above and beyond what could possibly be expected, and stayed with me for an hour to help. I explained what happened and he told me they're "giving you the run around" because, of course, BA doesn't handle check in for domestic AA flights. He offered to call AA for me and we were on a conference call. The supervisor he spoke to informed him that there was an issue with the passport info. He asked them to change the info and complete checkin and was told that was impossible. He said he knows for a fact it isn't, and it happens all the time. Since checkin wasn't my issue, but seating, he suggested my wife simply be given a seat next to me and she would complete checkin at the airport. The AA supervisor said that, too, was impossible. Until she's checked in, they can't assign a seat. Once again, the BA agent explained that this is impossible and he has lists of policies and regulations, not to mention previous experience. The AA supervisor hung up on him mid sentence. He apologized profusely and said he never experienced anything like this. We called again, and the agent we got this time was just as unhelpful and refused to do anything, but was at least pleasant. She suggested I pay to select my wife's seat, because next to me there is an empty one. The BA agent again asked why they can't assign it to her, it's within 24 hours of the flight. No. They won't assign it, they won't fix her checkin, but they're happy to SELL the seat. At this point in my frustration I said fine, I'll buy it. $50 additional fee if the agent takes my payment. Both me and the BA agent were at a loss for words. I ended up going online to buy the seat next to me for my wife, with Dev and the AA supervisor on hand to confirm it went through. AA succeeded in ruining my last day in Honolulu and wasting 2 hours of my time in order to squeeze even more money out of me. I would have thought that would be it, but upon arrival at Heathrow, I learned my bags didn't make the flight (2hr layover at LAX). This airline is an absolute joke, with complete disregard for passengers. Even the discount carriers treat you better. BA offered a black and white comparison between how an airline should behave and how it shouldn't. Dev was apologizing for things that weren't his fault, stayed with me until the end, whereas AA staff were aggressive and condescending, and even hung up on their British colleague. Absolutely shameful. The plane was also terrible, but west coast/Hawaii flights typically are. Shameful behavior.