American Airlines

✅ Trip Verified | Baltimore to Miami. We have had to sit on the runway for over an hour and climbing after being told by the captain it would be 10 minutes outside the gate with zero ability to enter the airport, the airline is completely disorganized when it comes to weather. The passengers are super frustrated and the airline has no solution for departing the passengers. This is a horrible way to spend a Friday evening when people are going to a tourist destination like Miami and then caged up because there are no solution minded people at the airport who are capable of Moving empty planes from gates to depart paying passengers in order to save money on gas. Really awful- and all at the customers expense.

✅ Trip Verified | AA got me to Europe and back to the US safely. That is about all I can say that's positive. I have flown this airline for over 30 years and they seem to be going downhill in on-time departures, comfort, and service. On my trip from DFW to Paris and the return from Rome, the service was the most apparently lacking. On the outbound they kept announcing another 30 minute delay(mechanical problem in the interior) every half hour for a total 3 hour delay. The ground crew was heard saying they did not have enough maintenance people working on a Sunday afternoon. The dinner service once onboard was rushed and unpleasant and I chalked it up to the late take off. Not so, because the service from the flight attendants on the return trip was just as shabby. FA were unfriendly, unhelpful, and at times rude or condescending towards passengers. They acted as if they did not want to be there doing this job. I was in the new Premium Economy cabin and paid a lot more than an economy fare for my ticket. I feel the higher cost should include better service, not just a bigger seat. The new Premium Economy passengers had to go sometimes to the very back of the plane and through the galley to use a vacant lavatory. Forget stretching your legs on a long flight by walking to the back as the aisles are so narrow in the Main Cabin one can not avoid bumping seated passengers.There was no offer of refills on the free alcohol drinks. Any question or request was met with an attitude that the FA could not be bothered. I could see that this job may not be the most glamorous, but if you can't or won't do the job, then retire so that someone with a better attitude could take your place. Or maybe you should take a desk job at American.

Not Verified | Worst experience of my life. If you have been to El Paso, TX you know how small this airport is. I’ve been flying International for years with Delta and United Airlines, never had an issue arriving 90 min prior. We arrived at 5am for our 6.30 flight, the line was at end of the opposite side of the airport (only airline that had any line) they had 7 different airplanes leaving within minutes of each other. We finally get to the front, our attendant is assisting another attendant who is having a hard time explaining to another customer about their cat boarding, took another 10 minutes to assist us, finally gets to us “sorry they’ve closed the check in 5 minutes ago”. They rebooked for the next day with a 6 hour lay over in Dallas. I’ve been on hold for 50 minutes now (and counting) to try to get fly us one day after our scheduled back date. Horrible, horrible, horrible!

✅ Trip Verified | American Airlines changed its terminal at LGA. A gates are now at the B terminal. I arrived at the A terminal and had to get to the B terminal quickly. I arrived at my gate just as the doors had shut, and while the airplane sat there for 20 minutes, a rude stewardess told me repeatedly "ma’am there’s nothing I can do". When one of her colleagues tried to help me she told her not to. I was boarded on a flight two hours later which left 20 minutes late because they were waiting for late passengers. Unbelievable. Just a case of a small person playing king in the castle.

✅ Trip Verified | I am sitting on the plane right now at 9.20 am and was supposed to depart at 8.40 am. One announcement was made by a pilot stating "we will depart shortly" about 5 minutes after I made a comment to the attendant about the lack of communication to the passengers. It is absurd I have had nothing but problems with American Airlines this week. I surely will not recommend American to anyone.

✅ Trip Verified | Florence to Seattle via Charlotte. I am highly disappointed in American this morning. Had a 5:50 am flight out of Florence and right in the middle of boarding they cancel our flight which caused me to miss my connecting flight to Seattle. The inconsiderate way the staff handle it made it even worse basically saying you either drive to CLT or they will provide Uber to but won’t assure that we will miss the new flight that was scheduled. Needless to say I miss the another flight en route and get here having to go through TSA once again then sent back to even more difficult customer service reps was a nightmare. Getting told my 4pm flight may be oversold etc and there isn’t another flight until much later or even tomorrow has me so upset I can cry. I don’t usually complain being that I fly out 2 to 3 times a month and understand things happen but maintenance issues or crew issues are solely under the control of American Airlines how they handle these conditions are primarily left up to staff and reflects their company. But these people so rude and just don’t care I think I’ll be going back to Delta after this one

✅ Trip Verified | I booked a flight on American Airlines flying out on June 15 to see my mother for the last time she was placed in hospice. I showed up to the airport in plenty of time only to find out that my flight was delayed after waiting for about an hour after the original take off time I was told the flight was canceled. Employees at the desk said that I could wait for the next flight which flew out the next day or I could rent a rental car and be reimbursed for the cost of the rental car. I decided since time is of the essence and my mom was not doing well that I would Drive eight hours from North Carolina to Alabama to be with her. After driving all night and not getting any sleep I got to Alabama around six in the morning and spent my mothers final hours with her before she passed that evening. When we woke up on Sunday, June 17 my wife could not find my flight record anywhere. After spending an hour and a half on the phone waiting for a customer service rep she got disconnected called back and left a callback number which took over two hours and finally got the flight rebooked. Around 4 PM we got an update from the American airline app saying the flight had once again been canceled my wife got back on the phone and was able to reschedule my flight through Delta putting me home around 2 AM. Now we are trying to get A refund issued on a flight we paid insurance for but have called customer service numerous times tried to use the website to find out how to get a refund and it keeps saying the flight was not canceled but I canceled the flight with the customer service reps at the airport. The amount of hassle and time and money that we have had to spend has been ridiculous especially having to deal with this with the death of my mother. The rental car that I got cost me over $500 with the rental and gas and I’m finding out it’s going to take a long time to get that money refunded. No one should have to wait on the phone for upwards of 5 to 6 hours altogether in the matter of two days and not have any resolution as far as how to cancel flights get refunds or get any help at all. The hoops we have had to jump through just to make sure I made it to my mothers and home when I needed to be had been exhausting and is making an already hard and stressful situation harder. All we are asking for is a refund of the rental car and flight I couldn’t take due to the airline canceling the flight originally but the airline is telling us they will not refund the car because the employee at the airline did not record it, we will only be refunded around $76 for the leg of the flight that was cancelled when the flight cost $484 so half of that should be refunded and are only going to give us a $300 flight voucher when we never fly so we will not use the flight voucher.

✅ Trip Verified | Philadelphia to Athens. I have realised that US airlines are in no way near any of the european or other international airlines in terms of in flight service and quality. Especially with American Airlines an airline that I have used time and again, only in order to avoid transit airports, this can be the only choice for a direct flight to Athens from Philly. The Airbus aircraft was perfect and the flight was very good with minor turbulence however somehow I felt unhappy with cabin staff with the exception of a greek speaking steward. Dinner was below average for such a long flight, (10 hours) and so was the miserable "breakfast" just before landing. Hardly did cabin staff ever pass to collect garbage and once when I complained, the guy looked at me as if he wanted to kill me. Courtesy is almost unknown. Likewise the situation in the toilets was beyond any description.

Not Verified | Cleveland to Charlotte. Customer service was absolutely horrible, arguing with other members in front of customers, didn’t apologize, flight was over booked. Was given a choice. Either get rebooked to a later flight with no forewarning or take your chances and if you can’t get in tough luck? That’s not how business works and I wasn’t accommodated for anything. I’ll never fly American again that’s a fact. Work on your customer service and employee screenings. It's not the customer's job to figure it out if I want take a chance on getting on a flight.

✅ Trip Verified | Baltimore to Minneapolis via Charlotte. I was enjoying my first time flying first class until I reached my layover in Charlotte and found my connecting flight to be delayed - as if my layover wasn't already long enough. I try to go to customer service to rebook and the line is way down the terminal. Then I call customer service on the phone but was disconnected because of the high call volume. I look at the departures going to MSP to see an earlier departure that I was willing to pay $70 to jump on, but was denied because I checked baggage in Baltimore. This delay has caused so much inconvenience. You would think AA would take care of their loyalty members. I have another trip booked with them next Monday and I think after that it's to start considering other options.