American Airlines

✅ Verified Review | Me and my family managed to grab a bargain with American Airlines on our most recent vacation from Glasgow to Orlando via Philadelphia. The price was more than 70% cheaper than any other airline operating the route, however if I knew the misery we would have to endure then I definitely wouldn't have flown with AA. The first problem arose at check in (GLA-PHL) where we were allocated new seats from the ones we had previously purchased resulting in my family being split up throughout the aircraft. We complained and was given new seats nearby each other but still not the ones we had paid £200 for previously, which American Airlines are still refusing to issue a refund. Next when we arrived at the gate we were informed that the flight was delayed but that it wouldn't be long and they were going to commence boarding - not long turned into sitting on the aircraft for almost 2 hours. The aircraft was old, in need of refurbishing, extremely cramped and didn't have personal inflight entertainment which American Airlines didn't tell us while booking. The aircraft did have an overhead screen which played one movie during the 7hrs 45min flight to Philadelphia, however me, and many other people sitting around us thought it was unsuitable for children to view. The staff were rude, never came across people with such bad manners, talked inappropriately about passengers onboard the aircraft (which we have complained about) and couldn't be bothered doing their job but instead stand at the back of the aircraft talking. The food was poor quality, even for airplane food, and was thrown down in front of us. The aircraft landed just over 2 hours late making it tight for our connection to Orlando. Once on the connecting flight we were told that our bags had missed the connection and would be sent on the next flight out, not the best news for the start of you're holiday. We had a mad dash to the flight, just making it by minutes to spare, and once we sat down were told that the flight was delayed due to technical problems resulting in another 2 hour delay. The staff were slightly friendlier on the connection to Orlando and we eventually landed about 5 hours late (thunderstorms near Orlando delayed us). We got off the aircraft rather quickly and proceeded to baggage information for American Airlines which told us that our bags wouldn't be arriving until the next afternoon, we were offered several thousand air miles as compensation which we rejected as we had already decided we will never touch American Airlines again. Our bags eventually arrived the next evening but an extremely poor service and lack of information from American Airlines. I definitely do not recommend.

✅ Verified Review | Not the best long-haul experience. My seat was changed while boarding to a row far away from my travel companion, no explanation or apology was provided. Gate staff at PHL are extremely rude, bordering on hostile, and are in need of serious customer service retraining. I do not appreciate PHL gate staff barking orders at passengers and not using the PA system prior to a 9 and a half hour long-haul flight. Upon boarding, a passenger opened a box of very smelly food and proceeded to eat it during push back - flight attendants did nothing to intervene. The quantity of diner food items was very stingy for such a long flight, and I would have been starving if I did not bring my own food. Flight attendant servicing my row was also stingy with the complimentary wine - would not offer a refill until dinner service was completed. The trip back to the US was a completely different and very positive experience.

✅ Verified Review | Honolulu to Los Angeles. Was notified my plane was delayed this afternoon. When I asked why I was told "I don't know" by both customer service on the phone and customer service at the airport. How can an Airline not know why their planes are delayed. No apologies or anything. My 8 hour trip became 12 hours by the time its all said and done. I'm 6'4" tall and theres no leg room unless I pay $50.00 for First class so no sleeping foe me. I woke up early and planned my day around original flights. I now will be up over 24 hours because they can't get it right. No compensation either.

✅ Verified Review | Boston to Minneapolis via La Guardia. Zero customer service. Our flight was cancelled from New York LGA to Minneapolis and American Airlines will not offer any hotel vouchers any cots, blankets or food. I will never ever fly with American Airlines again. Our customer service agent was texting her friends while we were waiting for her answers. One agent got up and walked away and there were 30 people waiting.

✅ Verified Review | We flew with American Airlines from Hartford to Orange County via Dallas. My wife and I had to use the customer services of wheelchair. We found the staff helpful and accommodating. We felt we were taken care off. Staff of AA were courteous on our journey. Will fly AA again.

✅ Verified Review | Houston to Albuquerque via Dallas. The airline of excuses and terrible customer service. I said never again the last time I flew American, and I confirmed why today. Rude service, constant delays and lame excuses to explain those delays. I will try to avoid this company as much as I can and fly Southwest instead.

✅ Verified Review | It gets a 1 because zero wasn't an option. Our flight originated in Rapid City, SD connecting through Dallas/Ft. Worth, TX and then on to Newark, NJ. We checked four bags/items ($75 b/c the stroller was free) at the urging of the gate attendant at check-in because they advised the flight would be full and there would be little room in the overhead compartments. Upon arriving in Newark, we picked up two bags and the stroller but the other piece of luggage was nowhere to be found. The surly woman in the baggage claim area of American Airlines (AA) said that the bag was put on the wrong flight but that it would arrive later in the evening and be delivered within 24 hours. I then took the day off work ... but the bag never arrived. Several phone calls later, what we know is that they can't find our bag and that they really aren't particularly concerned about it. Almost every representative that we've spoken with in the baggage handling customer service department has been less helpful than the one before. They cannot locate the bag and they're "not sure what else to tell us at this point" (that's a quote). Meanwhile, I'm out an expensive Rimowa bag and several thousand dollars in clothing and other items. Some of them with sentimental value and which can never be replaced. Any effort at replacing our items will be a tedious and time consuming process and I'm sure will be laden with red tape and bureaucratic obstacles. And they won't even begin that process for 5 days. Even though they admit that they can't locate the bag and it's coming up on 48 hours here shortly. American Airlines is a joke, they lose your luggage and basically laugh at you when you seek assistance. Two days later and they have no idea where our checked bag is now? This has to be the worst and least helpful customer service. The poorly trained customer service reps at AA are flippant, unhelpful, and totally unsympathetic to one's plight. The fact that this airline carries the name "American" in the company's moniker is a disgrace. If you value your personal belongings and don't appreciate being treated like yesterday's used up garbage, do yourself a favor and either find another airline to fly or just stay home.

✅ Verified Review | An overall pleasant flight from Rome to Philadelphia - aside from the complimentary hot meal and wine/beer, free pretzels and water/juice were available at the rear of the aircraft throughout the flight. In addition, ice cream was provided mid-flight, followed by a hot savory snack as well as a sweet snack. Personal screens offered a wealth of options, and seats featured a USB port for device charging. Flight attendants were all friendly and helpful, although a few were a bit more informal that they should have been. This is a much better product in terms of value for money than British Airways offers at the moment.

✅ Verified Review | Jamaica to Indianapolis via Charlotte. Extremely poor customer service. We had a 5 hour layover in Charlotte on our way to Indianapolis and there were earlier flights available, but they refused to switch our flight. There was availability on a flight that was 4 hours earlier, but they said since we had paid a lower fare they would not switch us, even after we tried to pay the difference. They gained nothing by making us wait for no reason and lost a customer.

✅ Verified Review | Seattle to Knoxville via Dallas. I'm writing this review while sitting in the terminal in Dallas. Our flight out of Seattle was delayed, but we still made it in time to make our connection in Dallas if we ran like maniacs to the next terminal, which we did. When we got to our gate, with 5 minutes to spare, the doors were already closed. The plane sat there for at least 20 more minutes. We were told during our flight that they often held flights for 10 minutes when a flight like our with so so many connecting flights was late. Not only not only not held, but it was shut early! Thanks American! We were booked on a later flight without a hint of an apology or an explanation. Again thanks American! We'll get home at after 4:00 am. Thanks American! Do you have computers? Can you see connecting flights just landed? Do you care? Can you be polite to your customers?