American Airlines

❎ Unverified | Booked a seat for my mother Columbus to Washington for tomorrow March 4. She could not find her photo ID due to early stages of dementia. Called AA to change her reservation to a week later. Was informed there is a $200 "reservation change" charge (Ticket cost only $177). The agent based in of Dallas/Fort Worth was very understanding and extremely helpful when she offered to change the reservation date at no extra charge. In my opinion, she went above and beyond in helping me and I am very grateful. Thank you, American Airlines!

✅ Verified Review | Houston to Puerto Vallarta via Dallas. This will be the last time I fly on any American Airlines flight. From the moment I was in line at Houston IAH to head to my destination, to my return to Houston, the people that represent AA lacked customer service skills. The officer reviewing passports at IAH was extremely rude and sarcastic to every person that went through her line. She talked down to paying passengers with no provocation from them. She was making it clear to passengers that she had been there since 2:30 am. Perhaps she needs to find another position more suited to her so that she does not take out her displeasure with her work schedule on paying and unsuspecting passengers. On my return flight, my bag did not arrive on the same plane as I had. It was delivered the next day. At home when I opened my suitcase, I noticed that I was missing a bag of clothes. I called AA lost/missing baggage department and yet again, the agent was rude and lacked customer skills.

✅ Verified Review | I purchased a flight from American Airlines from San José SJO to Washington with an 18 hour layover in Dallas, thinking that missing a day of work would be worth the money I saved in ticket prices. We were charged to recheck our luggage in Dallas before being allowed to board our flight to Houston, even though this policy is listed nowhere on the AA website or in any of the emails I received from them, not even in the fine print. We were basically extorted $65 with no alternative option other than to leave our professional equipment behind or lose our seats on the non-refundable flight. This was such a blatant scam, I am honestly appalled that something like this can even happen. Also, good luck ever getting ahold of a human being - we called customer service and they wouldn't even talk to us. We had to express all of our concerns over email. Neither of us or our families will ever fly with American again no matter how much money we will have to pay to any other airlines.

✅ Verified Review | Phoenix to Seattle. On the way out, searched by TSA as American is the only airline to routinely offer its passengers the optional additional screening at the gate. Optional to them, not to us surrounded by a dozen TSA agents. Not greeted by an attendant during boarding. Sat about 45 minutes after landing while they figured out where to park. Then had to wait to board connecting flight for another attendant to show up. On the way back, had to wait in the plane as apparently no one told the ramp operator that we were there. Again, no greeting by attendant.

✅ Verified Review | New York La Guardia to Nashville. The worst customer service experienced. Made me check my carry on bag (that I've never had an issue with in the past) after I had already stood in the security line for 20 minutes. Then once I boarded the flight, we sat on the plane for an hour before take off. I do not understand how this airline is still up and running. I always experience major delays and horrible service.

✅ Verified Review | San Diego to Phoenix. We arrive at the airport to check our bags and spending 10 minutes going back in forth between the electronic bag check in and the human attendant we learned that we could no longer catch our flight because of a 45 minute bag check rule. If the attendant would have just helped us we wouldn't have been forced to stay a night and get placed on stand by. To top it off she was rude as hell towards us. They are in customer service, with one job, to serve customers. The next day experience was just as bad from check in to the smug pilot at the gate. Get with it AA or get out. This was a great reminder why we typically avoid this airline.

✅ Verified Review | Flew American Airlines from Chicago to Cancun. No inflight WiFi. No seat back TVs. The usual limited poor selection of food which fortunately we could avoid as managed to grab a quick bite in transit at ORD before boarding. Only redeeming features were the fact that the flight left and arrived early, the plane was not full (seems most American airlines fly the smallest planes possible with maximum capacity. Smart business perhaps but does little for comfort) and one of the FA's was friendly, polite and unusually interested in the passengers. Other than that, it was hard to imagine it was an international flight.

✅ Verified Review | Always anxious flying any American airline and lower expectations on every aspect other than safety. Basically, you're on a bus and should expect that level of service. This flight from Seattle to Chicago met expectations although had a redeeming feature in surprise seat back TV's for the 4hr flight to ORD and an exceptionally friendly cabin attendant.

✅ Verified Review | Boarding announcements were hard to understand so a bit chaotic. Packed in like sardines. No entertainment. No onboard WiFi. Usual limited poor food options. Fortunately flight was less than 3hrs which was just about bearable. Fortunately arrived on time but then had to experience a nightmare transiting through DFW to a domestic flight. Just glad I don't have to fly for my job very often. On this flight, can not recommend American and have only done so previously based on the fact you have to fly someone. Depressing experience.

✅ Verified Review | With the exception of the pitiful food options which we were forced to eat after a disastrous transit through DFW, perhaps the best American Airlines flight I have taken flying from Dallas Fort Worth to Seattle. The plane was rammed as pretty much always but the saving grace was the seat back TV's with quality programming. As a family of 5 we don't have screens each, let alone travel with that many, as much as AA asserts that 90% of passengers do. Also benefitted from a very attentive and friendly FA who went out of her way to get me some milk, as opposed to cream, for my tea. Contrasting experience to 2 years ago on a flight with AA when I was literally scolded for asking that the cream not be put in to the hot water before a tea bag was put in. This was the 4th AA flight and 3 of those included FAs who were very much not part of the normal experience. Food options are seriously challenging for those unable to grab something before the flight. 4 of us opted for the $10 cheese platter which is about the best thing on offer. The other selected an overly loaded virtually inedible turkey and apple croissant sandwich.