American Airlines

✅ Trip Verified | Vancouver to Phoenix. My flight from YVR was departing at 8:20am Sunday September 23. Upon arrival to the airport at 6am I see the big screen of departures and arrivals, with delayed 1PM next to Phoenix. I first thought well this sucks. My second thought was i have a ton of time to sit here. My third thought was why was I not notified of this delay? Fourth thought, why is the plane delayed so long? Fifth thought, would if this plane never takes off. I find myself over to the American counter, a huge line of people who also we not notified of the delay stand waiting for the attendant to hopefully find a new route for them home. People in line said their flight had been canceled over 24 hours and they had to stay in a motel and received a food voucher, other people said their plane on the way in had been delayed over 13 hours and their whole trip was ruined because they missed out on precious time. I started panicking I did not want to be stuck in Canada all day and night. I was running out of clean clothes and second I didn’t want to have to eat out another meal. I asked the attendant she said I had to wait to speak with someone as it was her second day and she had no idea why the plane had been delayed. Some customer service they have. I had a better idea to call. Once patched through to a human being and not an automated message the lady told me the estimated time was to depart at 1pm. I told her there is no guarantee it’ll take off and by the sounds of it it probably won’t because no one ever even reached out to say it was delayed. The lady said I had to wait until 1PM. I told her absolutely not. I want a refund which I think I got maybe 75% back of the ticket going back. But what a horrible way to end a trip. It is so foreign to me that as a consumer we have to notify the airlines of a cancellation within 24 hours of purchase of our ticket for a full refund. If anytime after that we don’t get a full refund. But the airlines can screw over so many people and ruin so many trips with out notice of delaying or canceling the plane. I will never ever fly American Airlines again. I only flew them this time because Southwest didn’t fly to Canada. I always fly Southwest and never have any issues with them. American Airlines are snakes and fraudulent. They will do anything to keep themselves ahead and don’t care at all about the passengers. I hope others will write about this awful experience from flying from YVR to PHX. American Airlines needs to treat their consumers better or they will tank. They have the worst cancellation policies and attendants working the counters at the airports. So incredibly unhelpful.

✅ Trip Verified | Melbourne to Charlotte via Portland. I was scheduled to depart on 9/15/2018 from Melbourne Fl to Charlotte, NC then leaving from Charlotte, Nc to Portland Me. Unfortunately due to the tropical storm the flight was cancelled. I proceeded to call there 800 number as they instructed to find other arrangements. The agent sent me to Daytona Beach which is an hour and 30 mins away from Melbourne. I drove to the airport only to find out that the agent had booked me on a flight out of Dayton OH. Due to her lack of incompetence, I had driven to an airport that wasn't even flying to my destination. How do you make that mistake knowing I live in Fl and booked me a flight from OH. I called the 800 number again as Delta had a flight leaving from Daytona Beach to Atlanta and they could get me as close as Boston which my destination was Portland ME. Delta suggested that I contact AA and have them transfer my ticket to them. When I got a live agent on the phone they unfortunately could not do that for me as they were not transfering any flights for customers to other airlines. I had to end up paying for another ticket through Delta because of AA incompetents. I am thoroughly disappointed and dissatisfied with how AA handled the situation. They only refunded me for the cancelled flight I originally bought from them and would not refund me for the inconvenience they caused me nor would they give me miles for there agents mistake. They told me that they are not responsible for me making the option of flying and buying another ticket through another airline. That they can only address to higher management about the agent that made the error. I will never fly with AA again. Delta will be my number 1 choice of airline as they went out of there way to make sure that I was able to get to my destination since I was in an airport that AA had me drive to where no flights were going out of that day.

✅ Trip Verified | Worst flight ever. A 7 hour flight for the amount of money I paid should be way more comfortable then this very full flight with no room to move your arms and legs. Everybody is jam packed on this flight. I don’t recommend flying American Airlines if you’re traveling a long distance, very uncomfortable. The plane is big for nothing, they pack everybody on and they don’t care if you're comfortable or not!

✅ Trip Verified | La Guardia to Cozumel via Miami. Where do I begin on what turned into the worst 'first class' experience I have ever had! The first flight we were meet with the least impressive first-class seat, which belonged in a premium economy cabin somewhere. I must have missed the memo that American was now selling budget fist class. On this flight the toilet leaked blue goo all over the floor and ruined my partner's shoe when he was the first to discover this. The flight attendants were blasé and showed no empathy or compassion for the situation. Our second flight on the itinerary into Cozumel was thank goodness the one uneventful leg of the journey. Fast forward through a few days in Cozumel to our return flight 1256. You allowed us to leave Cozumel without begin able to land in DFW. Flight cancellation after cancellation lead to us being left on the tarmac in San Antonio for hours. We were then taken off the plane to clear customs and abandoned in San Antonio. No communication attempts were made except emails saying I had been rescheduled on flights, moved to a lower class of service and then those were cancelled as well. I was willing to take my chances that Houston would be a better bet given weather and we had to rent a car to get us to Houston to attempt to get home to SFO in a reasonable amount of time. I am unsure why we left Cozumel when you could not get us to the destination city. I find it irresponsible to have taken all of these passengers when the pilot told us from the get go we would need to circle around Dallas- ie we couldn’t land there. As a result of this experience, I am cancelling my upcoming reservation as the cancellation penalty could not be as painful as another flight with American Airlines. Last but not least their app is terrible and the wifi is not supported on most planes to provide entertainment

✅ Trip Verified | On our American Airlines flight from MSO to DFW, we were diverted to LBB (Lubbock, TX) due to weather. It happens, airlines cannot control the weather. It's what happens after they can control! We were in a holding pattern waiting for the weather to get better; however, it did not. The crew, obviously, notified their dispatch as when we landed in LBB they left to the hotel. There had to be communication there so American knew we were coming to LBB. After landing, the crew let us know they had "timed out", meaning they could not fly anymore (FAA regs.). The pilot said, "We will probably be back around 5:00 AM tomorrow." Good communication so far. Then we were de-planed. We were told by the flight crew to proceed to the AA counter for options. Many people stood at the counter for several hours; no one showed up. A police officer for the airport, who was extremely helpful, tried multiple times to get someone from AA to respond; to no avail. We had to leave to go to a hotel as we had been traveling with little sleep, unfortunately, we did not have our luggage. AA would not remove the bags from the airplane. Multiple phone calls were made to AA's 800 number. Not one representative cared enough to even try to assist. We were only told to take it up with the local AA counter. Here we were at another airport, no baggage, and nobody to speak with. The AA android app, which is HORRIBLE, showed a new flight for us three days later. If we were told go to a hotel, get some sleep, and return tomorrow for the flight to connect to DFW, we would have been good. Instead nothing! We ended up at the hotel at 1:30 AM, then returned to the airport at 5:00 AM, as the Captain lead us to believe the flight would leave around 5:00 AM. Well, it did not! The flight ended up leaving around 10:30 AM. We had to book another flight on Delta, which was excellent BTW, to get to our final destination. We still have not been able to speak with a representative to get a refund. Needless to say we will not fly American Airlines again.

✅ Trip Verified | Terrible experience on American. Was flying from Peoria to Houston via DFW on Sept 21. Flight was late/rebooked out of Peoria due to bad weather at DFW, then couldn't land at DFW so had to refuel in Wichita and sit there a couple hours, then finally got to DFW at about 12:30a & it was about 1a by the time I had gotten to talk to a gate agent about flights home. Many customers had to sleep in the airport. All hotels were reportedly booked & American made no effort to help us find lodging. I tried several hotels and finally got to one at 2:15am. Left out of DFW the next morning, got to Houston, but my luggage was sent to the wrong airport (IAH instead of Hobby). My destination had been changed the previous day (Houston Hobby, then IAH, then Hobby again due to flight delays, cancellations, etc), but they assured me repeatedly that the bags would be delivered to the correct airport. The AA app showed I had checked 4 bags when I had only checked two. I called AA and straightened it all out but when my luggage wasn't delivered to my home I had to call again and they said they had no record of the prior call and that they might not be able to get luggage delivered to me until next day. I finally gave up and drove 20 miles to IAH myself to get the bags. Worst treatment I've ever experienced on an airline. The weather isn't their fault but dumping us off at DFW after midnight w/ no assistance to find lodging, and the incompetence without my bags, is inexcusable.

✅ Trip Verified | Literally a horrible experience in both directions with American Airlines from Lihue to Los Angeles. Disgusting overpriced food. Horrible customer service. Purposefully overbooked the planes and then delayed the flight to convince customers to leave a flight they paid for. I would’ve much rather flown Spirit then this poor airline.

✅ Trip Verified | The worst flying experience and airline I’ve ever dealt with. 20 open seats and nobody was allowed to move to an exit aisle. Over 24 hours worth of delays and cancelations and constantly lied to. I had to drive 2 hours north to Chicago for a direct flight that I found on my own and not by American Airlines. I will never ever fly with them again.

✅ Trip Verified | I would never recommend American Airlines to anyone. I was originally suppose to be on a flight from Las Vegas, with a stop over in LAX with Honolulu as destination. Our flight kept getting delayed (which I understand can happen) I waited in line to speak to ladies at desk for at least 40 minutes, then only to be told to sit back down as my following flight won’t be affected. Then the flight got further delayed. So I went back in the line for at least another 45 minutes to check what I should do. I totally understand that the woman on counter was having a stressful time but honestly the customer service skills are disgusting. I have never heard people being so rude in the way they spoke to customers on that counter. When I finally got to the front of the line we were put on another flight with Hawaiian Airlines. The flight was to leave 10 hours after our original flight was meant to leave. I was reassured that our luggage would be put on that flight. After waiting around the airport for all this time and discovering that most of the food places were shut we ended up getting a taxi to take us to get some food. When we finally got on our flight and arrived in Honolulu, we then discovered our luggage wasn’t transferred onto Hawaiian airlines and was still sitting in L.A. Now I am normally a very patient person, the 10 hour wait I could handle, but the luggage not arriving after all that waiting around is what’s really annoyed me. We are actually on our honey moon and this was a short stop for a few days in Honolulu, before our return to Australia. So I would hope that American Airlines can get their sh*t together and get our bags to us today! By the way Hawaiin airlines are amazing to travel with and their staff are much more happier and willing to help, customers are their main concern. Not their coffee’s like American Airlines.

✅ Trip Verified | On my flight from Baltimore to Dallas we were stuck on a boarder plane for about an hour because of what was explained as a Maintenance issue. That was fine I mean things do happen. When we got to Dallas I called customer service to say I wanted to switch the flight and just go home because my flight was delayed and I was annoyed at this point. I spoke with the manager on duty of customer service and they assured me that I would not have to worry about another delay the captain gave the okay to fly out. The delayed flight was suppose to leave at 9:40 then 10:30 comes around and I’m calling to switch planes and I get placed on hold for another hour and thirteen minutes, in the time I’m on hold my flight gets canceled and the customer service rep basically says they can not do anything for me because it was now technically a rain delay.