American Airlines

✅ Trip Verified | Charlotte to Anchorage via Seattle. As many people know, American had some serious software blackout issues that delayed and cancelled an untold number of flights on June 17 - the day I happened to be flying. I had saved my airline miles to take a once-in-a-lifetime trip with my two young daughters. I spent 240,000 airline miles, only to have my flights delayed (and later found out they were cancelled). We had guided tours booked in Anchorage, and delays meant cancelled trip, lost money, no memories. We had been planning this trip for the last two years, so out of desperation, I stayed on the phone with American until I was able to book a flight out of Charlotte, a two hour drive away. We threw the luggage in the car and rushed to make it in time. We eventually made our final destination, but not with our luggage - it was lost. Without going into too many details, it was late at night the following day before I got my luggage, and only because I physically went back to the airport, demanded to look in their baggage claim, then demanded to do a physical search of the Alaskan Airlines baggage area. No one could find my bag in their computer, but I found it stuffed in the back of Alaska Airlines. If I had not taken all of these extreme measures our trip would be a total loss. The flight itself was ok. No food offered without extra fees. The flight attendants only came by once. The seats were very tight and uncomfortable. When I returned I filed a complaint with American, asking for at least some of my miles to be refunded. They offered a whopping 682 miles for my trouble. 682 miles out of 240,000!! I was appalled. I literally could not believe such a slap in the face. I appealed my complaint to corporate, and received a scripted answer letting me know that they stood by their decision and reassured me it was more than fair. Of course, they wanted to make sure I knew how much they hoped I would give them a second chance. Hmm, a second chance to do what exactly? After my time, my expense, my stress, my fight to drive to a far away airport, to go back to physically search and find my luggage that wasn't even tracked in their computer (it still said it was in Seattle waiting for another flight). I can't even book a flight from Greenville to Charlotte for less than 15,000 miles per person on their own website. We had three people, but they think 682 miles refunded was fair compensation. Shame on them. We have very different opinions regarding what is fair. I have been a loyal customer of American up until now. I cannot justify loyalty to an airline that responds so poorly.

✅ Trip Verified | The only thing the American Airlines has going for itself is its list of entertainment. May be they should be in the TV business. The only thing they do not have going is to fly passengers from one location to another. This is the second time I have missed an long international connecting flight due to unforgivable delays in take off. If you do not wish to fly your passengers then why operate an airline. I wouldn't have left this review if I had just one such incident to describe, unfortunately with American Airlines this is my 2nd time missing a connecting international flight. Will never fly this again in case of a tight schedule. However if I do not have anything to do in life and have a few extra days to spare I will consider flying American Airlines because I could waste away my time in the airport.

Not Verified | Avoid this airline. Quality is severely lacking in everything about this airline if anything goes wrong. What’s perhaps worse than this, however, is their disinterest in you as a customer. Once you are there if they screw up in any way whatsoever i.e. their ability to deal with problems that must naturally occur in running an airline, they will simply smile, say they’re sorry and continue to do nothing to help. On top of this, if you bring any of these issues to the attention of superiors via social media they are ignored or replied to with snarky comments and then deleted. My family and I won’t ever be flying with American Airlines again and I suggest you do the same.

✅ Trip Verified | American Airlines from Honolulu to Minneapolis via Dallas. The flight in Dallas (7:30 am) was delayed due to technical problems by 20 mins (7:50 am), which quickly escalated to change in fight and gate. Also the departure time was delayed by another 30 mins (8:25 am). Everyone was visibly tired at this point, but we still made it. The departure was again delayed by another 20 mins (8:50 am) because, “the new flight needs cleaning”. The time shows 8:45 am and no sign of boarding. When asked, the reason was that, “some of the life vests are out of the packets, they are working on fixing that, that’s why there is a delay in boarding”. The reason I am writing this review is that this is not the first time this has happened with American Airlines. A similar delay of 4.5 hours happened on the same trip (from Phoenix this time to Honolulu). The flight was scheduled at 2 pm. We boarded the flight and was asked to disembark due to technical issues. Again the flight and gate was changed and we boarded after 4.5 hours at 6:30 pm. Seriously question the quality of flights and maintenance of American Airlines flights. They are responsible for around 80 people missing the first half of their work and livelihood.

✅ Trip Verified | I was traveling with colleagues from Boston to NE Arkansas, via O'Hare. We were supposed to have a 1.5 hour layover. Our flight from Boston to Chicago was delayed by an hour due to weather. No problem, these things happen. Usually when flights are delayed by that much the airline makes a special attempt to help travelers who need to make connections. But as we approached landing in Chicago they made no mention of connecting flights. They did not ask if anyone needed to rush off the plane to make a flight. They did not announce whether there were gate changes for connecting flights. I was at the back of the plane. Others I were traveling with were further up front. They ran ahead to the gate, which was in another wing of the terminal, a 10 minute walk, 6 minute run. I followed as soon as I got off the plane. Of course the gate was changed but no one at the old gate, when I finally got there, knew where the new gate was, so that took 3 minutes to locate it. My traveling companions who got to the correct gate first told the gate attendants that I was right behind them. But still they closed the jetway door seconds before I arrived and refused to open it. They had nothing to say, just pointed me to the customer service desk. The flights themselves were fine, comfortable, but the lack of customer focus, common courtesy, and most importantly the lack of helpful service on the delayed flight is emblematic of a company that just doesn't care. No attempt was made to help avoid the problem to begin with by asking if anyone had to rush due to the delay. No calls were made to the connecting gate to tell them that passengers were on their way. No attempt was made to help at the gate. And no apology was given at the service desk. It was a full team effort across numerous American employees to demonstrate that they couldn't care less about me as a customer. Pathetic. Also, JetBlue and Virgin both have free Wifi. American, nope. Gotta pay Gogo for really lousy bandwidth.

✅ Trip Verified | Seoul to Dallas Fort Worth. Overall, a great experience with AA on a long haul flight, but some minor things could make it a little better. A few days prior to my flight, I attempted to upgrade my seat online. I work in IT so I know what I'm doing. The AA web-page kept asking me to update some details, which I did, but kept coming back and saying that they were not updated. As a result, I was unable to pay and do an upgrade. Tried this five times on different days, same result. Met a couple in Inchon who had exactly the same problem. Please fix your web-page! Despite explaining very slowly, AA staff at Inchon at check in did not upgrade me either, even though the seat was available. Fortunately, just prior to boarding, found a staff member who understood English properly, and she did my upgrade, thanks! The flight was great; fast, quiet, food and drinks were nice, and cabin crew were very polite and kind, but who on earth selected these ultra small seats? Difficult to eat your meal without knocking your neighbor with your elbows. Please, even take out just ONE row would make the whole thing 100% better. Feel sorry for the cabin crew, impossible to get past one of them in the aisle if the food trolleys are in use. Despite all of this, I'm going to give good marks due to the newness of the aircraft, and the professionalism of the cabin crew. Captain had a great sense of humor too. Will be happy to fly AA again.

✅ Trip Verified | Dallas to Amsterdam. The Flight was on time but I booked a ticket with code share flight with Finnair and I can`t reserve my seats and cannot check in online so the booking process was bad. The service on the airport and in the airplane was very good.

✅ Trip Verified | Chicago to Los Angeles. The seat was comfortable. The tray table was just disgusting. The cabin crew was unfriendly (Not all attendants). I bought a chicken wrap, it was okay. My IFE had a problem so it took a long time to fix it.

✅ Trip Verified | Phoenix to Ontario. Worst flight I’ve ever taken. Would’ve rather flown southwest like i usually do. They over booked the flight and didn’t have room for my bag so they sent it on a flight 7 hours later. Only served water and juice not even club soda or any other kind of drink. The plane was so small it was just miserable. Wouldn’t fly American airlines again.

Not Verified | Boston to Philadelphia. It was incredibly difficult to book using points on American. They seem to really want to discourage use of points. It took and hour and three phone calls to book a simple one way domestic flight. The website is convoluted and very difficult to navigate. Then I was shocked to see a $75 redemption fee. For what, a lot of aggravation? There not making enough money? It's not much of a rewards program. Bring back US Airways