American Airlines

✅ Trip Verified |  American Airlines The worst travel experience ever! I have flown countless times all over the US and I have never had an encounter like the one from this week. Typically, you could have issues on one leg of the trip not both. Going to San Antonio, somehow our luggage ends up in Phoenix while we are in Texas. We came from a region where the temperature was 30 degrees and landed in full winter gear in a region that was 81 degrees with no luggage. “Go buy what you need and we will reimburse you for that and your luggage”. Okay…accidents happen, we can do that! However, on the way back get to the airport to leave, “Your flight into Dallas is delayed causing you to miss your connecting flight into Omaha. The next flight is fully booked with no reasonable expectation that you can get standby. We can’t get you into Omaha for 2 days”. “Okay so you are going to put us in a hotel or reimburse us, correct?” “No! It’s weather related.” On radar the “storm” was the day before, has long since cleared the area, and nothing current or on the horizon. We have kids, animals, and other responsibilities at home that we must be back today but you expect us to sleep on the airport floor for 2 days. We are left to figure out our own way home after we get checked in to Dallas. Flight out of San Antonio gets delayed 3x and there are no rental cars within 25 miles of the Dallas airport and none open that do have vehicles. We find seats open on a flight to Kansas City which the employee originally said was full, go get booked onto that flight. Closest we could get to Omaha but still have to rent a car and drive home. Get to Dallas and our flight to KC gets delayed. Finally get to KC at 11:30 PM! Go to get our luggage but it never made it on the plane!! 3+ hour layover and y’all couldn’t even get that right. So there we were 2 1/2 & 4 hours away from home just to have to figure out yet again how we will get our belongings after everything else that we had to go through! We finally get the rental car after dealing with baggage issues for about an hour after our flight landed. Then we have to make the long drive home! We get home but it was strictly through our own perseverance not due to good customer service on behalf of your airline! Unbeknownst to you, I sat in the very last row by the flight attendants and could hear every single word of the conversation about how a “technical computer issue” was compounded by a weather event and instead of doing right by your passengers, your company decided to log the entire multi day situation under a “weather event” so that you did not have to make financial reimbursements or find accommodations for the passengers effected! You used the weather related incidents loophole in the US DOT “commitments to controlled delays” section to avoid a financial impact to your company, thus passing the cost to your customers in lieu of being accountable for an already existing technical issue your airline had! And….. I still don’t have my belongings.

Not Verified | The horrible incompetence of this airline, which left Dallas hours late to Houston to pick us up in Houston, meant that connecting flights were missed, ruining the first half of my spring vacation. I will never book with American again, because they put you on these regional airlines without your knowledge, and these regional airlines are notoriously poor. The couple waiting next to me missed their flight to LA so that they couldn’t get their flight to Bali.

✅ Trip Verified | Delays. Took me 11 hours. I decided to fly American after not doing so for years because I wanted a nicer flight. Dumb idea. Late, delays but most importantly arrogant personnel. Flat affect. No customer service. Never again. You have lost my business forever!

✅ Trip Verified | Absolutely appalled and infuriated by our horrendous ordeal with American Airlines. Our management team has been stranded in Charlotte, NC, for over a grueling 10 hours, following what was supposed to be a brief stopover from Grand Rapids. The behavior of American Airlines staff in Grand Rapids was deplorable, obnoxious, and utterly dismissive. They seemed to find it completely acceptable to extend a mere 45-minute layover to an interminable 10-hour wait, without so much as a blink of an eye. Their attitude was appalling. Upon our weary arrival in Charlotte, a glimmer of hope was provided by a lounge representative who revealed that, contrary to what we were told in Grand Rapids, we could have been booked on earlier flights home. Seats were available, yet we were misled to believe otherwise. During the endless hours spent in Charlotte, conversations with various airport employees, restaurant workers, and shop attendants painted a stark picture of American Airlines’ reputation—delayed flights and a glaring disregard for customer service seem to be the norm, leading many to question how they remain in operation. It’s downright disgraceful. We are resolved to never fly with American Airlines again and strongly advise others to steer clear of them. Their indifference to our situation caused us to miss crucial meetings, showing a blatant lack of concern for their passengers’ time and commitments. A truly disgusting experience.

Not Verified | Having been based in Miami, FL I've had no choice but to fly AA for the past 20 years. I hace accumulated miles and have status. But I've observed that the overall experience flying American Airlines has declined. At first it seems small, but reflecting on all the small changes that have added up, it's big. The customer service on the ground is average at best, and if there's a delayed flight or aircraft issues, oh boy. Rude and dismissive. But the flight experience itself has gotten so much worse. The seat pitch has been reduced to a point of ridiculousness. They charge premium options for extra space on terrible seats. Bulkheads often have different cushions that are hard and super uncomfortable. I also had a chance to fly some other airlines recently. None of them are great, but the experience was significantly better.

✅ Trip Verified | American Airlines lost my wheelchair and didn't take responsibilities. And nobody even apologized. All I asked was that my wheelchair was to be ready at the door when I arrived. Nobody even thought to double check and when there was clearly a problem, instead of coming forth with it and apologizing they made me wait for so long even though I had connecting flight. And then blamed others for the problem saying "I was in an airplane so I couldn't have known." They really wanted to get me off their sight, and passed me away to airport workers. The manager did come but he didn't say anything. Had airport workers not found my wheelchair, my whole trip was entirely ruined, like how was I supposed to enjoy the trip without means to walk?

Not Verified |   I was on flight AA708 last night that was scheduled to depart at 9:15. Maintenance issues as we were sitting on the plane at the gate forever. Finally sent to another gate in the netherlands (Miami is a huge airport). We arrived in DCA after 3 am. This flight was made even more miserable because of the attitude of the flight attendants. In first class we were not even offered a cup of water or a biscotti though I asked for one. We hadn't had anything since the last flight at 6. I did get to watch the flight attendants eat a bag of chips in their jump seats as they were right in front of me. Claimed it was too bumpy to serve. We were an arms length away from them. What has happened to service and a nice friendly demeanor?

✅ Trip Verified | Started out in Knoxville airport where something was wrong with the plane, but instead of telling us what was going on, the agent called up a few people at a time to rebook even though I was in line first because I knew something was wrong. Then, finally when the agent, who was extremely obnoxious with her stupid happy smirk, overly positive typing skills and repeatedly saying “Spring has Spruuung”, gave me a ticket to Charlotte where I’d be on standby for my next flight. (Pretty much just to get me outa her hair). In Charlotte, I ended up going to the help desk where an agent got me a legit ticket in like one minute. It was the same flight where the agent had put me on standby after typing for twenty minutes. Then the 4 people on standby who all showed up at the last minute ended up with seats in aisles 8 & 9 while I’m back in last aisle. I can’t stand this airline. I wish the company cared about its reviews, its customers, peoples comfort, and kept up with maintenance on their planes but all they care about is money. You really should just be shut down.

Not Verified | Our flight got delayed several hours because of maintenance issues. They made everyone board and then unboard which took hours in itself and they were terrible to us during that time. I realize the flight attendants were getting frustrated but the eye rolling and attitude wasn’t needed. We were ready to put that all behind us but then we get on the flight (finally) and our tray table is broken (fine we can deal with that) the wifi doesn’t work for a good while and the flight attendants are once again giving us attitude. I don’t know what it is with this airline and its flight attendants but they’re some of the meanest, most entitled people you will ever meet. I literally just asked what drinks they have when they were coming around because I didn’t know and no one told me they had a menu, I get “what? You want me to sit here and list off all the drinks for you?”. Like excuse me? Did I ask for your attitude? I respond with “well I don’t know what drinks you have but you can just show me as well” and to be honest I don’t even think she was listening to me because she goes off about how they have a menu and I need to stop being lazy. Real great way to start a flight that is causing us to spend ANOTHER night away from home. We can’t even go home tonight because of the delay we have to stay in a hotel room in some random city that they’re dropping us off in. No consideration for the day we just had and their customer service is atrocious. If it was a one off I wouldn’t even mind as much but it’s been non stop attitude from these flight attendants when we’re the ones getting screwed over. Best part, they had just finished saying over the intercom that the flight attendants were here because they wanted to help us. lol. Yeah never flying with American Airlines again and I hope they fire the girl that can’t even tell us there’s a menu nicely. Do better American Airlines. Your hospitality is absolutely atrocious

Not Verified |   Our flight from PHX to Kona Hawaii was over 7 hours due to head winds (FLT 603 ON 17 FEB 24 arrival Kona at approximately 4:00pm). Normally a 6+ hour flight with no food service or even food for sale for premium economy or economy seating. I was able to buy a 1/2 size can of Pringles for $5.00. Was told they originally had a "few cheese plates but they quickly sold out". They had one full drink service within a hour of departing PHX, with only a glass of water (no ice) offered approximately 1 hour before landing in Kona.