American Airlines

Dallas to Quito with American Airlines. It was clean and new cabin, with comfortable seats. The meal was bad - just a sandwich. It is an international flight and just a sandwich is served. Be ready and take some food with you. Only 1 glass of water was offered, and this is not fair on an international flight, we have to buy food at the airport. They should improve by including some food. I believe that Delta and LAN Ecuador have better choices.

The temperature of the aircraft on or flight from Dallas Fort Worth to Fargo was so hot it melted the chocolate candy bars my husband and I had. He was sitting toward the front and I was over the wing area. We did not mention it to the flight attendant because she was so rude to begin with. I spoke with a number of other passengers and they all felt it was extremely hot. We were nauseous by the time our 2.75 hr flight was over. The temperature wasn't the part that upset me as much as the flight attendant's attitude. One of the other passengers asked for more ice and the flight attendant said "I will in just a bit, like I told the other guy, I only have two hands". Unnecessary rudeness.

My review is about the customer service rather than the flight itself. I recently booked an American Airlines flight from Austin to Oakland but found other more time-friendly flights. After cancelling the flight, I inquired about a refund. The representative told me the charge was $200 for rebooking - more than the original ticket cost. Obviously I was angry. After speaking with a manager at their Phoenix Reservation Service Center, my fee was waived. It was not of course without expressing my displeasure with the airline's policy. I decided to rebook the flight for the sake of convenience and cost - why use another airline if I could not receive a refund? Passengers would do well to be wary of nonrefundable tickets and hidden fees.

Flew LAX to Sydney on the relatively new American Airlines service and I was very impressed. I love the business class seats on their Boeing 777 - same as Cathay Pacific, very private and comfortable. I am 6ft 4 and was very comfortable when the bed was flat. The meals were great and the crew were very obliging. I wouldn't hesitate to fly with them again over the Pacific and would choose them before the Qantas skybed any day.

The American Airlines flight from Detroit to San Antonio was not overly noteworthy. They handled the flight as expected with friendly staff, nice aircrafts, and pleasant flight times. However on the return trip, my girlfriend and myself were not impressed in the least. We arrived two hours early for our flight as expected and proceeded to wait for our plane. We weren't informed at any time that our aircraft was behind schedule, however it landed roughly twenty minutes past the time we were supposed to board. After the plane arrived we were informed that no carryon "larger than a briefcase" do all passangers needed to valet check their bags. This created an interesting issue when boarding as a pile of carryons began to block the path onto the plane. After boarding a plane that seemed to have been built in the seventies, we were informed that we were not going to be able to leave for 40 minutes due to weather in our connector in chicago; something that is to be expected this time of year. What wasn't expected was the condescending attitude of the entire staff. A fellow passanger stated that they needed to check the landing time, because he was going to a military funeral he would rather not miss. The flight attendant stated that they couldn't control the weather and walked away. After a hellish two and a half hour flight in an old, loud, cramped plane we arrived in Chicago for our layover. We than had to wait twenty minutes in the jetway while they unloaded each individual bag into the mass of passangers; noteworthy at this time is that Chicago was sitting at 6 degrees. We rush through the terminal to our connector flight and make it right as the plane is boarding. I give the employer at the gate my ticket and begin to walk to the airplane. He cleared his throat and stated my bags, that I had taken all of the way to Texas as a carryon, were to large for the flight. I inform him they are the same ones we went down to Texas with, but apparently that is not enough. Because he stated that I must place them into a size verifier to show that they are in fact acceptable. I preceeded to place them into the bracket, which showed them to clearly be the correct size. His response was to turn around and simply walk away, leaving me to puzzle over the correct next step. Overall, I felt belittled, and outright disrepected. I will not be taking another American Airlines flight due to this dreadful experience, even if it means higher costs or less ideal landing times.

We arrived at the airport at 10am and missed our 5pm American Airlines Miami to Houston flight due to gate changes. The staff was unbelievably accommodating. They heard our story and really worked with us to find a solution. We were put on a 11:30pm flight. The flight attendants were so kind to us, and they turned a nightmare into an absolutely great experience. I would recommend this airline, strictly based on the staff that we encountered on our trip.

I will pay a premium to fly with other airlines in the future. Our American Airlines departure from Miami was so stressful after a much needed vacation to decompress. We arrived 2-1/2 hours early and went to the AA terminal to check in. There were lines at every kiosk and hundreds of people waiting on line throughout. We got on line and waited 40 minutes at a kiosk (several were out of service it seems). Everyone who got a turn at bat eventually arrived a problem which required a customer service person to come over and help them. The help mainly consisted of sending them to the baggage check/kiosk service lines. Our turn was no different. As our baggage tags began to print, the machine had a glitch, indicating that it was probably out of tag stickers. We flagged down a customer rep who - you guessed it - sent us to the baggage check/kiosk service line where we waited another hour plus. Everyone we watched was having to remove stuff from their bags and this was very time consuming. When we got to the front of the line, they weighed our bag (which was the identical bag we had flown in with - nothing added!) and told us it was 2 lbs over and we could remove items or pay a $100 upcharge for the overweight bag. Since by now our flight was boarding and we still had not gone through security, we felt compelled to pay the charge. As we were boarding, our daughter with a smaller bag carry on was forced to check it anyway, as most of the other passengers were also being forced to check. (Why did we bother to stand in line for 2 hours if the flight attendants were tagging bags at boarding?) A woman on our flight told us how they were forced to layover in Miami overnight after waiting in the airport all day. They were not comped for their room. Several people on that flight missed connections for their vacations, and one couple missed their cruise. Does American know or care that people save all year to enjoy a vacation and then have to put up with this kind of crap?? We will fly any airline but AA going forward.

I am an AAdvantage member and American Airlines credit card holder and I was just hung up on by an American Airlines supervisor. I fly monthly to weekly for work with multiple airlines. I am flying with American Airlines tomorrow from Madison to Seattle via Chicago. After my travel agent booked my flight I went onto my mobile app to select my seat. All the open seats had an up charge to select them. So, I decided to wait to get a seat assignment at check in. This morning I checked in on my mobile app. I was assigned a seat and given my boarding pass like usual. A few hours later I got on to the seat selection portion of my app. It showed the seat I was in did not recline. It also showed that all the seats except one in the back still had an up charge. So, I picked the seat in the back of the plane. After confirming my seat change I saw that the seat I had been assigned originally was a preferred seat with extra leg room and priority boarding. It also showed that to move back to that seat I was initially assigned I would have to pay an up charge. I decided to call reservations to see if there was anything I could do to keep the same seat level I'd been assigned but switch to one that reclines. This is a 4 hour flight at 5am after all. The rep said she couldn't explain what happened and couldn't help me because I was already signed in. She did say that it shouldn't have happened (all seats shouldn't have up charges and I should've been able to move seats in the cabin I was assigned). So, I decided to call the mobile app technical support line to see if they could at least tell me what happened. The tech person sent me to a supervisor who was supposed to be able to help. The supervisor listened to me explain what happened then proceeded to accuse me of lying because it didn't line up with the activity on my account. She said I would've had to pay for my original seat assignment claiming I hadn't completed my transaction and had I gone to the "last screen" I would've been asked for a credit card. I explained that I didn't ever ask for an upgrade and that I merely checked in and did fully check in without ever being asked for a credit card or told I had priority seating. I also told her I had the preferred seat on my boarding pass. She said that had I kept that seat and gone to the airport tomorrow, I would've been told I had to pay $68 or switch to whatever seats were left open at the back of the plane. I told her that sound strange and didn't seem like great customer service. She then asked "what are doing right now". I explained I was just looking for an explanation of what happened (was it an issue with my app?) and looking for someone to make me feel like a valued customer. I really wanted to understand what went wrong, I fly too much to deal with this and have never had anything like this happen before. The woman then rather heatedly announced that they are the best airline in the world. I told her our conversation wasn't demonstrating that and that the reason we were talking right now was because I wanted to give them a chance to show me that. I asked if she could just help me understand what happened and confirm the issue wasn't there for the other leg of my flight. She then told me to have a nice day and hung up on me. I was shocked. I did not use curse words or insult her. I was not screaming though I was frustrated. It was shockingly bad customer service.

I have been flying frequently for the past several years and American Airlines is the worst airline that I have ever dealt with. I got a call at 11pm the night before my 6am flight from Las Vegas to San Antonio saying that I would be delayed over an hour and a half. I got to the gate of my connecting flight 5 minutes before departure due to the delay and they would not let me on the plane. I had to wait 4 hours for the next connecting flight just to be told that it was delayed another 3 hours. I was supposed to reach my destination at 1:30pm, but instead I got there at 6:45pm. Every time I talked to an employee, whether it was to ask questions or try to change my flight, they were extremely rude. Unless you are willing to deal with horrible customer service and a ridiculous amount of waiting around at the airport, I do not recommend this airline.

Philadelphia to Denver, and this is my first time flying with American Airlines and I will never fly with them again. I had to have my name changed on my ticket going to to my initial flight and I was in the customer service line. I was yelled at by three different employees in the Denver airport to go print my boarding pass at a kiosk, which I had already done. Then, with my departing flight from Philadelphia, I had to pay for my checked bag with cash. A very nice employee directed me to the correct line. I was standing there for a little while and then a woman behind the desk starts staring at me, yelling at me to go print my boarding pass at a kiosk. I have never ever been treated this way when I am just trying to get on to my flight. I understand that the kiosks make things easier for everyone, but employees should be trained in being polite to customers to find out what they are in line for before shouting at them. Or at least hire friendlier people if it's that difficult.