American Airlines

✅ Trip Verified | Toronto to Dayton via New York. Every flight I’ve ever had with American Airlines has been delayed. This time my flight was delayed by 3 hours for “maintenance.” I understand that things happen, but I’ve seriously had a problem with this airline every single time I’ve flown with them. I’ve had enough, and I will never fly with them again.

✅ Trip Verified | Orlando to Kahului. Customer service training must happen or happen more frequently. I have flown many times on business trips and with my family. I have never experienced what we experienced this trip. Our flight to Florida was okay. On our way back home, we were checking in at the Orlando Airport. A AA agent told us that we had to check in our Sit & Stand stroller. We told her that it was never a problem coming and all the past times we traveled. She said that at this airport, we had no choice and had to check it in. I went to ask another AA agent. I politely said, "Good morning Maam" to get her attention. She looked at me and said, "Uuuggg", you are the second person that called me Maam today! What do you want?" I looked at her and said, "I'll ask someone else". Can you imagine the things you need to carry while traveling with two children? This made it very difficult to travel with two young children to say the least. When passing through TSA, we asked what the deal was and they said, it was okay with TSA. They check and allow any type of stroller. We got up to our gate and we saw one family on the flight before us who had the same exact Sit & Stand stroller and had no questions asked and strolled right into the jet way. I asked the agent, why the family before us was allowed and why we had to check our stroller in. She stated that it must have been missed. I found that hard to believe as another family checked in a double stroller (wider and more bulky than what we had). I looked around and noticed that we were the only family without our stroller. When we got to Texas, the AA agent was so rude. We asked if our family could sit closer together. She asked for my boarding pass. Since my wife had it, I asked if I could show her a picture on my phone. She looked at me and said, "I don't want to hold you phone. Phones are full of germs." I didn't want her to hold my phone anyway, but what a thing to tell a guest. Phones could be full of germs, but you don't need to say that to a guest. There are many ways to politely respond and assume someone is giving you their phone to hold.

✅ Trip Verified | Our flight was canceled because of snow-fine, no one can control the weather. The issue is in what happened after our flight was canceled. We were rebooked on a flight for the next morning, that would have taken us from NY to Boston, and then to Miami - a total of about 6 hours travel the next day. I called the 800# for AA to talk to someone about rebooking for something, anything that would get us into Miami that day, so we would not have to waste 2 entire days of our 5 day break (while also wasting hotel nights, and other things we'd planned). When I spoke to the person on the 800# she told me that there were no more flights leaving JFK, Newark, or LaGuardia, going to Miami that day. And maybe this was true for direct flights. I asked if there were any other options whatsoever, with flights going elsewhere that might then connect to Miami that day. She told me there were no other options. I asked, point blank, "So you're telling me that no more flights are arriving in Miami for American Airlines for the rest of the day?" She told me the only option was for this flight we had been rebooked. I then went to a counter to try to get on a standby list for an AA flight that was full, and going to Miami. Seeing a growing line of upset people, the attendant at the counter actually made an announcement that he could not help anyone who had been booked for the 6.45 canceled flight. I spoke to him anyway. I, again, asked if there were any options at all that would get us to Miami via American. He told me he was just too busy to help me. I'd like you to meditate on this for a moment: an AA service representative told me that he was too busy to help me, a customer whose paid flight on American Airlines for himself and his family to go away for spring break had just been canceled. We went to another AA gate for a later Miami flight to try to get on the standby list. At this gate we spoke to a gentleman. He was very pleasant, added us to the standby list, and then we sat. A few minutes later, he me up to the counter and said he could get us on a flight to Chicago, and from there we could pick up a flight to Miami. I was somewhat incredulous after a) being told that there were no options by the AA "service" rep on the phone, and b) being told that by another AA "service" rep that he was "too busy" to help me. So I asked him to confirm that we would have guaranteed seats to Chicago, and then to Miami. He said yes, and that we'd get in around 9pm. It worked-we made it to Chicago, then Miami, and ultimately only lost 1 day, arriving at our hotel in Miami almost exactly 12 hours late. But we did not lose a hotel night, and we did not have to reschedule anything else. This man saved our vacation. The rest of the AA staff and system is rigid, inflexible, and robotic, and do not try to help customers. They seem perfectly okay with unhappy, sad, disappointed and angry customers. Maybe they see it all the time and are numb to it. Maybe they need better training, maybe they take too much garbage from some customers who no doubt act like jerks. We did not act like jerks because we respect people trying to do their jobs. But we don't respect organizations that foster a culture where most staff clearly don't care about customers and only do the bare minimum for their jobs. We will never fly American Airlines again.

✅ Trip Verified | Santa Ana to Phoenix. Those small airplanes are miserable to sit in. Smashed in those tiny seats. We always wait until the last minute to board but after boarding they announced we would be sitting in these crammed seats for an extra half hour. Would rather have shopped and walked around the airport instead. they knew this ahead of time. I have never had a good experience with American. Was very sorry I chose this but it was a short flight. Duped again by American.

✅ Trip Verified | Phoenix to Denver. I will never fly with this airline again. After a few hang ups in baggage and security I was running late and ran to the wrong gate. My mistake, but once the gate agent and I realized the mistake she warned me i may not make my flight. I turned and ran to my correct gate ( same concourse) to arrive a be told doors were just now shut. The other agent did not call the gate and tell them I was on my way- a common sense courtesy. I was bumped to a new flight which missed my connection, bought myself and my toddler a motel for the night, only to arrive in the morning to be told I needed to purchase a new ticket in order to reach my final destination. All in all, horrible service, rude employees, and a very very cheap airline not at all concerned about customer satisfaction.

✅ Trip Verified | Hands down the worst airline I have ever flown on. Delayed the flight at least 7 times and ended up finally saying that the flight would leave at 930pm instead of 1040am. Which left me no choice but to rent a car and drive from North Carolina to New Jersey as I missed my connecting flight in Charlotte. Will never fly with this airline again. So a big thank you to American Airlines for forcing me to drive up the coast for over 9 hours, last minute, and ensuring I don’t get home until far past midnight. Do yourself a favor and avoid this airline at all costs. Also, in an attempt to appease the room full of people who definitely didn’t get where they paid to go, they handed out expired snacks. If I could give AA a zero out of ten stars I would.

✅ Trip Verified | Chicago to San Francisco. First and last time flying with this company. I was supposed to arrive in San Francisco today at 11:20pm and they rescheduled it for the next morning at 7:30am. No support at all about where my friends and I could stay or about the money we are losing and the people that work for them was rude. I don’t recommend this company for anyone.

✅ Trip Verified | Buffalo to Charleston. I entered the system as an AAdvantage Member because they mentioned in shining lights that you get your 1st bag checked free. Needless to say that was only through one type of credit card - Citi Bank. So I had to spend an extra $50 on my checked bags there and back that I did not have. I only found this out when I had no choice but to check my bags, and spend that money. What a cheap cheating airline. Will never fly again.

✅ Trip Verified | Atlanta to Chicago. Horrendous service at the ticket counter by an extremely rude employee. When filing a complaint, AA were not willing to provide a full reimbursement for our inconvenience nor did they apologize for the behavior of their employees. In other words, American Airlines does not treat their customers as the forefront of their company. As a frequent flyer, I will never fly American again.

✅ Trip Verified | Charlotte to Las Vegas. The flight was late to leave, but today that is normal place. We take off for a cross country flight. The sole flight attendant in first class, seems to not have her wits with her today, but she remains pleasant. They serve drinks and offer a complimentary snack, your choice of two pieces of cheese and some grapes or three edamame pods floating on a wasabi colored mush of humus. I think sometimes their chef just feels like they have to be creative, and i am sure they won some fabulous airlines chef award for creativity. Comfort food, may not win the award but I bet customers would be happier. Then we went to use the AA entertainment system, however it appeared to not be operating. The partner of our witless attendant when asked if it was working barked a quick NO and kept walking. Not worth flying American. I wonder if AA Senior management ever flies their airlines to check on service