American Airlines

✅ Trip Verified | Chicago to Newark. Over 5 hour delay, poor communication, rude staff with apparently lack of information. Puppets we call them. Better equip and train your staff to communication and provide credible information to paying customers.

✅ Trip Verified | Miami to Houston. I find it extremely unprofessional for an airline company to not be able to explain why a flight was delayed three different times. When asked at the front desk to speak to a representative or manager, the employees of American airlines gave extremely rude, non-hospital answers. If a passenger books a flight for hundreds of dollars to a destination, they should have the right to know exactly why a flight was delayed without attitude from American Airlines crew. It is the responsibility of the airline to provide factual answers to the customer who is spending several hundreds of dollars. If I could give this airline a -10 I would.

✅ Trip Verified | Palm Springs to New York via Dallas, and was traveling first class with an emotional support 16 lb Cairn Terrier. I was asked to renew the AA form signed by my doctor 48 hours before the flight. I had been doing this for the last 4 years. I sent the completed form 3 days before the flight I got an email back saying they needed the date the therapist was licensed not the date it expired and the name of her business. I emailed back that she was in private practice and gave the date she was licensed. The day of my flight, I checked in for my flight and was asked for a copy of the service animal form, which I presented and was issued boarding passes, with a stopover in Dallas. When I got to Dallas and boarding the flight to NY with my dog, I was pulled aside and told I couldn't board the flight. Now I had my boarding pass, my suit cases were on the plane, and my little dog was in tow. I said "What, you've got to be kidding?". This very rude employee brusque told me he wanted to my paperwork, which I gave to him. He told me I couldn't board the flight because I needed a letter from my doctor with her letterhead and I didn't have it. I told him I was never asked for that, just the AA form. He said the only way I could board the flight was to pay $250. I said I would if this would help expedite and we could sort it out later. Then he told me then I would need a dog carrier to board the plane, which I didn't have as this wasn't required for emotional support animals. I told him this was not right, I had followed the online requirements and showed him my AA form and my emails with the SAC (Special Assistance Coordinator). I asked him to call his supervisor, which he did. All of this took about 30 minutes. Now the plane was fully boarded and he was not going to let me on this flight. Seconds before the flight left, finally his supervisor agreed I could get on the plane. The doors were now locked to the hallway and he couldn't open them, he was having a meltdown, until another employee who had the gate opener helped him out. I was literally overwhelmed and terrorized (create and maintain a state of extreme fear and distress in (someone); fill with terror.) The so called first class flight was horrendous, with a loud stewardess gossiping for 3hrs, we all heard every word and she couldn't even bring water. I had order a breakfast, got some crumby granola!

Not Verified | Dallas to Maui. The service in first class going over to Maui Hawaii was very good on June 15, 2018. However, the service coming back to DFW on June 23,2018 was very bad. I would say the people sitting coach had better service. I had a staff member that must hate her job because they acted as if it was a bother to answer any questions. The meal was very under par, I was served a vegetable dish that consisted of a plate of rice and 2 peas and 2 cubes of sweet potatoes. I will be rethinking my next flight with this airline again

✅ Trip Verified | On my way back home from Lima, the service was very bad. From Lima to Miami, their on board meal only included an omelet or a ham and cheese sandwich. We all ordered the omelet (a family of 5 people) since no one of us eats pork meat; however after the second bite I discovered that it has bacon in it. The flight attendants never mentioned that. I asked if they have any other options they denied with an attitude (I felt like they are doing me a favor even though I paid over $3000 for the trip). From Miami to Norfolk, I ordered a beer. The flight attendant served everybody but me. When I asked her again she pointed to my wife who she gave 2 beers and she said “there she got yours..” even though my wife ordered just for her. Later, I asked for another beer. The flight attendant claimed that they are out even though she listed many beer brands options to a guy was sitting right in front of me and she never served anymore after him (I knew this because the airplane was super small and the kitchen was right behind me). So technically the flight attendant never served me a thing for the whole time I was on board… (Very rude and unprofessional). Next time, I will make sure to fly with a different airline than this American Airlines. I believe that deserve some service with the money I pay.

✅ Trip Verified | Worst staff ever! First off flying to a funeral, first flight landed 40 minutes late. Had to get 33 gates in 20 minutes, made it in 8 minutes just time to see our planes door closing. Total useless employee named made no attempt to get me on the plane. Informed me doors close 10 minutes prior to flight even when their airline was responsible. Instead made a disabled veteran go back 25 gates to customer service, who then booked my new flight 2 hours later 15 gates away. They could care less that I was disabled, going to a funeral, actually on time for the flight, anything. Everyone I dealt with was lazy and incompetent, that the best way I can describe them. First time and last time flying this pathetic excuse.

✅ Trip Verified | Santa Ana to Phoenix. Poor communication. Changed the gate without an announcement. Then the flight was delayed to wait for a flight attendant to get to work. At least keep us informed, up to date, and not sitting in a plane for too long. We were clearly seen with dollar signs above our heads, and taken for granted. Just poor communication all around. As the very base level of customer service is communication. If you can’t handle that properly, the rest is diminished and meaningless.

Not Verified | Hands down this is the worst airline I have delt with. The staff was the rudest and most unprofessional. Our flight was from Phoenix to Fresno was cancelled, when we asked about our options the staff was rude and said we be put on stand by for the next flight which was later that night. We had children at home and our sitter was leaving the next day so we had to get home, so being put on stand by with 100 other people was not an option for us. So we rented a car and drove for 9 hours. When we emailed the airline (there is no phone number to call according to the staff) they said we "elected" to take a car and they would not reimburse us. The refund for the ticket didn't even cover the cost of the car (because it was from a different state). We tried calling the reservation hot line and the women we talked to stay we wasted their time by calling. She actually said we wasted her time. Please do not fly with them. They are rude and unprofessional and you might not even get where you need to.

✅ Trip Verified | I have flown with American Airlines many times before and have never received such horrible customer service. My flight from Chicago O'Hare Airport to Wilmington, NC was delayed four times (which is not the problem). The flight was eventually cancelled, I have never had to deal with a cancelled flight before but I know it happens, so the staff should know how to handle these situations. I couldn't be more wrong. After standing in the customer service line for 40 minutes, I was handed a piece of paper with an 800 number on it, to then sit on hold for another hour, only to be told I would be issued a refund, or I could wait until the next day for a flight to my destination. I was traveling alone with my 7 Month old baby, and had only her diaper bag of limited supplies. The staff was absolutely useless, and very rude. One staff member rolled her eyes at me, and another man said to me, "I can't control the airline, it's really not my problem." I have never received such horrible customer service and this is absolutely unacceptable. I had to come up with different options for the staff to work with me, essentially doing their job. I ended up having to go through United Airlines to get to my destination, and their staff was very helpful. My family travels often, my husband is in the USMC, he and sometimes our whole family have to travel all over the US.

Not Verified | Arrived at curbside check in at 5:30 am for a 6:43 departure (Tampa to Greensboro, via Charlotte. Then later that afternoon I was scheduled to leave Greensboro on a direct flight to Philadelphia and returning to Tampa the following day). Stand at curbside for ten minutes or so waiting for “computer problems” to be resolved so I can check my one bag. Finally gave up and went inside. Stood in that line for I guess another fifteen minutes or so because by the time it was my turn I was one minute ... yes, one minute inside the 45 minute cutoff to check a bag. What ensued over the next ten or fifteen minutes is not even worth going into, but suffice it to say that due to the ineptitude and uncaring of this “customer service representative” and his even more inept and uncaring supervisor, I missed a domestic flight I arrived an hour and fifteen minutes early for and was put on standby for the next one which was going to get me in an hour later than my first meeting was scheduled to start. While waiting on standby at the gate, I happened to start chatting with a girl sitting next to me, and turns out she is an AA employee’s daughter, and tells me somewhat sheepishly that it is AA policy to overbook every flight by at least five seats and their workaround is that any preferred status members who want on a flight can get on because they will work the system to get idiots like me who had the audacity to want to check a piece of luggage to “miss” their flight by milking the clock and then invoking FAA regulations. By some miracle, I did get on the standby flight, made it to Charlotte and on to Greensboro and went to baggage claim to get my bag. Guess what? No bag. A patently disinterested, gum-popping employee in the baggage office told me that my bag had been checked on to Philadelphia because “this isn’t where you are actually going.” Oh no? Then why am I here now? Too much in a hurry to worry about it, I left to get to what was left of my meetings and returned to the airport in Greensboro. With time in hand before my flight I decided to check and see if a different employee might have some other info about the bag containing my meeting clothes and other necessities for my meeting the following morning that I now hadn’t seen for almost twelve hours. This woman, who was actually nice enough, unlike everyone else I had dealt with so far, proceeded to tell me in about 0.2 seconds that yes, in fact, my bag was already in Philadelphia. The amazing part was that she hadn’t looked at my baggage claim ticket or touched her computer so I guess she was a psychic? Apparently a bad one, however, because when pressed she admitted she had no basis for that claim and decided maybe sne should call someone (never did say who or where) and double check, at which point she says that in fact my bag has very considerately been held here for me in Greensboro and will be joining me on the plane to Philadelphia. Super. Only guess what? I land in Philadelphia and there is no bag waiting for me there, so once again I head for the baggage office of AA. Luck happened to be with me this time and I happened to get helped by a wonderful person named Zakiyah who patiently worked to disentangle all of the lies, ineptitude and misinformation that had been dogging my poor little suitcase all day long and finally deduced that it had been taken off the plane and put on the wrong conveyor in another terminal and was revolving forlornly on a conveyor belt a few buildings over