American Airlines Reviews

I did not know how much my refund would be, but I booked the American flight on my own assuming they would make it right. My cancelled flight was direct EYW-PHL. My new flight was one stop in CLT. It cost me $226 MORE than the refund for my direct flight. American has repeatedly refused to refund the difference, saying I voluntary accepted the refund. I only did so because I was told there were no other options, which was clearly false. Feels like a bait and switch to get more $$$ from me. They have admitted no fault, just keep telling me I voluntarily chose not to rebook through the agent.

David Seymour, Chief Operating Officer

This refund request was also denied by an obviously incompetent, low level "Customer Relations" representative Tiana ** that we suspect was being discriminatory. I followed up by sending a THIRD 14 page refund request with medical documentation and documentation of Tiana Brown's incompetence and seeming discriminatory practices to the same FIVE top UnAmerican Airlines executives. Finally, a refund was approved. It is despicable how a veteran and a mother, grandmother, great-grandmother was treated by UnAmerican Airlines. It is no surprise that UnAmerican Airlines has a well-earned TWO STAR rating. We urge all veterans to NEVER fly with UnAmerican Airlines.

On that following day we arrived at the airport 2 hours early. We dropped off our checked bag as soon as the bag drop was opened 15 minutes later. After we started to go through security the American Airlines agent called us back and said that our checked bag was flagged for secondary screening. The indicator that we were flagged for secondary screening wasn’t on our boarding pass, but only on the checked bag tag which caused confusion for the American Airlines employee. They weren’t sure what to do exactly so they had us stand by the TSA office for about 20 minutes while they figured it out.

The TSA agent screened the checked bag thoroughly. Then they took us back to security and had us stand there waiting for another 20 minutes while the TSA agent was trying to figure out what to do. After that they started a very thorough screening process going through all of our luggage one item at a time, running various tests on several items in our luggage, etc. The security process that we would have expected to take the usual 5 minutes took us 1 hour 30 minutes which caused us to miss our flight. If the ticket had the special screening code then the special screening would have taken 20 minutes and not an hour extra and we would have made our flight.

To rebook another flight, we went to an American Airlines agent beyond the security checkpoint and they told us to go a couple of gates away where someone would help us. However no employee was at the location they directed us to. We eventually realized we needed to scan the QR code at the empty customer service area and figure out how to rebook our flight on our own.

After we got our flight rebooked on our own, we went to an American Airlines employee at our gate and asked them to print our new boarding pass. They said “You’re in the right place.” Then they walked off without helping us. About 10 minutes later a different American Airlines employee came and actually did print our boarding pass for us. We would definitely pay extra to avoid American Airlines in the future so we don’t miss our future flights. You have made it more expensive for us. We expect some sort of professional compensation for every flight in and out of DFW to have problems.

So now we have to sleep in the airport and wait until 4 pm tomorrow to leave to Cedar Rapids. No rental cars available. No hotels ready. A bunch of incompetent, cold-hearted foreigners running American Airlines…what a shit show! I’m never flying American Airlines again. Never going to Chicago O’Hare airport unless absolutely necessary. Just a complete ghetto experience. Fly Delta. Fly United. Fly anything, but please do not waste time with this American Airlines. They may have once been a great company but not anymore.

We spent more than an hour on the phone getting the flights reinstated, only to receive an automated message shortly afterward saying that our reservation had been canceled again. We called back and spent another hour trying to fix American’s mistake. By that point, we were told that only one seat remained because American had already given away or resold the other seat. As a result, I had to pay more to take the original flight, while my fiancé had to drive six hours to another airport because there were no longer any flights available for him.

The problems continued during my connection at Dallas–Fort Worth, where my connecting flight was delayed five separate times. I found another American flight that appeared to be operating on time and went to the gate to politely ask whether switching might be possible. The gate agent, Roxanne, working at approximately 6:00 p.m. on Thursday, July 16, was shockingly rude, dismissive, and unnecessarily hostile. She made no effort to explain the situation, offer alternatives, or show even basic professionalism. I understand that airline employees deal with stressful situations, but passengers should not be treated with contempt simply for asking a reasonable question.

I was previously an American Airlines rewards member and have an American Airlines credit card. After the six-hour mechanical delay, the repeated cancellation of our reservation, more than two hours spent on the phone, the loss of one passenger’s seat, the additional expenses, the six-hour drive, five further delays, and the appalling treatment at DFW, I am finished with this airline. American Airlines did not merely experience operational problems. It repeatedly mishandled those problems and treated us as though the consequences were ours to absorb. I strongly recommend choosing another airline whenever possible.

Flight before this one: PS I took the time to write a complaint every time but when I tried to send it, it was having technical difficulties. Finally sent and it got deleted. I called and spoke to someone but to no avail. I committed to now flying AA again. Unfortunately only two to choose from. Drove last time there but it was LONG. Flew back. The worst. Started early. Hour and 1/2 to drive to airport from Pagosa. Flight delayed. This was due to flight attendants not available. They told me. No flight until next day or fly to Dallas and we will get you a hotel. Ok.

Hours later. "Flight delay but we can’t give you a room." They tell me right before I was booked on a new flight to Dallas that I had to stay overnight still because I was going to Sarasota. At this point I was already 7 hours in airport. Lost my shirt so I took a flight all the way to Phoenix with a layover then to D.C. getting home 30 plus hours later. No ride which is 40 min from airport so had to pay $40 for Uber. No food vouchers offered. Just lie after lie.

Flight before this (no these last two were flipped, actually this was last trip because I was balling I was so MAD) I get to SRQ right off the bat, "Your flight's been cancelled." Going to DFW. “AGAIN?” "To leave airport it would cost about $100 r|t to go home and back." No flight until next day. So I asked what I was supposed to do. I explained the last trip. "Man we can’t get you a hotel or pay for ride." I was stunned when the guy was sooooo rude to me. I was like, "Really??!!" He threw his hands in the air and said “I can’t deal with her”. 3 other employees were just staring at me. I was crying at this point. Shocked this person / people were so rude, as if I was behaving badly because I was being inconvenienced yet again!!! I left to gather my thoughts, look for other options. None. I went back and told them I needed to get to Durango today.

Finally a women came up and took over. She said she could get me to Albuquerque but it was the best she could do. Ok. I’ll rent a car from there to Pagosa. Hmmmm. It was 2330 by the time I arrived and I barely made it to pick up my car. Then I couldn’t book a room because online it said there was rooms available but when I decided on on one it was after midnight and it said there was no rooms because that day it turned to at midnight was Friday and all reasonably priced hotels were sold out. I even went into a couple and they said we have no rooms because of the time turnover. Makes no sense. I cried. Went to the smelly rental car, it was the last one, and I had to sleep in the car with windows closed because it was freezing.

Next day when I finally driving to Durango to turn car in, I had no music no cell service. I had a new iPhone. Change of plan happened. I had no one to pick me up in Durango so I rerouted to Pagosa. Got entirely lost because I had so cell service. I had no navigation my phone was not in calling range. I left Albuquerque late so it got dark and the roads had not a soul on them. Ended up paying a couple hundred for the rental not including gas. All that to fly to help my sister and brother in law out while he had a surgical procedure.

I'm so done with AA - American Airlines. I don’t want to fly at all but im in my 60s and finally able to travel, only to fear more nightmare travel woes. It’s very disappointing that we the consumers can be treated so poorly by subpar businesses. They have control because they know even in the big picture, WE have no other choices. Well sometimes limited choices with sadly similar experiences. Something needs to change.

One other comment: How do some people get accommodated while others don’t. The airline or who designates a delay or cancellation?! I’ve had them tell me it’s was staffing and / or technical / mechanical issues and still have not been offered assistance. Or in the one case I 100 % did but I guess because I ended up on a different route they then had the ability to not accommodate me for hotel. It’s so so so very wrong. We wonder why people do bad things?! When pushed to the edge there is no choice but to eventually fall.

When the consumer paying the high prices become the so called problem, when clearly they are the victims, time and time again. What options do we have??? I’m a deathly affraid when I push send this will be deleted or I won’t be able to copy this. I’m older and technologically inept. Another unfairness in this game of life we are forced to play. Then there’s the question, BIG Question, will anyone read this, BIGGER yet, will they care at all. This took again, over an hour to write with one finger. Please God have mercy and let this be sent.

I have been a loyal AA only traveler for decades and what have my family got to show for it?…Not one thing. I have never been the recipient of an upgrade in all of those years as I hardly ever fly domestic. Why should I continue to provide AA with all of my hard earned money for the price of a free checked bag and a few paltry miles, doesn’t seem fair nor balanced does it?

When one puts it in that perspective it sounds laughable. Hence I am no longer a loyal AA only client. Why spend more to fly exclusively with only one airline that doesn’t respect my lowly status? I don’t have a company that pays for my flights and allows me to earn a ton of free miles yet they are the people you reward, not the FFs spending their own hard earned money. As soon as my miles are used I will be downgrading my card to a no charge card and freezing it. Capital One Venture X is cheaper, has much better perks, free worldwide lounge access and are much easier and more client focused. That’s who gets my money now.