American Airlines Reviews

Once we boarded the flight stayed on the Tarmac for 45-minutes before taking off. Once we landed in Charlotte (late) we had to run to customs and security check point to make our flight. We finally made it to our destination where we waited forever for our luggage because of lightning in the area. We heard this not from an AA employee but a random passenger who was sharing this area. Not once did an AA employee come out to inform passengers of any issues.

The luggage started coming up on the conveyor and none of our 8 member party received our luggage because it never made it to the plane. The luggage attendant was rude and said "oh you never got a text or e-mail?" None of us did - we waited for no reason. We picked up our luggage the next day. Flying American Airlines I've had to deal with mechanical delays on planes, cancelled flights, rude employees, etc... I'm sure other carriers have issues, but i had none with United on our travel to Cancun.

I was provided a hotel "voucher" for the night, which later turned out to be a voucher for the most expensive and least comfortable hotel in PHX. I was told that I would not have another flight available for 24-hours unless I sent my 13-year-old daughter to fly by herself!!! I got smart at this point, rented a car, and DID NOT choose to put my fate in American Airlines again. I drove home in 4-hours, rather than the 24-hours American Airlines was going to make me wait. When I went to pick up my bags from American Airlines in PSP, I was left waiting again for two-hours, and when the agent did arrive he stated that he had just clocked-in and that all of his co-workers who were supposed to be working had gone home for the day. If that isn't a tell all of where this company is going... DON'T FLY AMERICAN AIRLINES, you are better off driving.

All while tons of flights at the airport are being cancelled and the bad weather is scheduled for another 6 hours I expected that our rebooked flight would likely be cancelled as well and the customer service line already had at least over 300 people in it so we got in line to speak to someone regarding what the next step was if this flight got cancelled as well since that one was at 11pm and I didn’t plan to sleep at the airport. Meanwhile the airport employees are referring us to call the customer service line so I called them while we waited in line. Spoke to Karen which she was very polite and understanding but didn’t have a resolution for me so I held for over 2 hours to speak to her supervisor.

After hours in the line we made it to the front and the lady (name began with “So” ** with long hair) was less than helpful and completely rude. Her resolution was that she could cancel the flight we had re- booked and rebook us at the earliest 9pm THE FOLLOWING DAY with no accommodations because it was “weather related”. I again explained that we were not supposed to have this layover to begin with. Her resolution to that rather than admitting that that is poor customer service on American's part was that I should have complained when it was changed. So me being nice and letting that slide was now my fault so you’re encouraging that I complain in advance next time? She then said I was being disrespectful and asked me what I wanted from her. I simply explained that I wanted accommodations if the rebooked flight was cancelled.

She told me I would have to get back in line (the line that now has well over 800 people in it) when that flight was cancelled. I asked her to just place a note in my file that we had waited 3 hours in the line already and that we were requesting a hotel accommodation if the flight was cancelled. She said a note isn’t going to do anything. Everyone else is waiting too and slid me back my ticket and called up the next customer. The other party that was with us was asking the other attendant for the same thing and the lady got extremely hostile and defensive and said “Are you trying to fight me?” None of us were being hostile towards them so for an employee to speak to a customer in that manner is completely unprofessional. Cut to after we left the counter with no resolution I finally got supervisor Quinn on the line and she was very polite and willing to hear me out but unable to help me either.

Then we finally get on the rebooked flight, just thankful that it wasn’t cancelled at this point then get on the tarmac and have to sit there for over an hour behind 15 other planes and then they lost our luggage to top it off which also happened at the DFW airport the last time we had a layover there too. So disorganized and such disrespect to your customers. We had kids and dogs waiting on us that we had to make additional arrangements for, did not make it home until 3am so you also cost 4 people out of work that day as well losing thousands of dollars and your customer service representatives could care less and were actually completely insulting and repulsive with their poor attitudes and lack of compassion towards their paying customers.

I am completely dissatisfied with American Airlines I am a frequent flyer and also spend thousands on your credit card each month. I will consider never doing business with you from now on if that’s how you find it acceptable to treat your customers to add layovers without calling the customer to ask and then blaming the customer for not complaining about it beforehand when the layover has issues. So distasteful.

Earlier this year I decided I’d better check on it. It still was not displayed but when I called (another long wait time) I was assured that they had the rebooking information and gave me a new booking#. When I went online to review it, I saw that 1) the price was $2,000 more than the original cruise and 2) it said we had declined the travel insurance. In an effort to get this fixed, I have since spent countless hours on hold and have been bounced around from AA Cruises to Princess Cruises (who the cruise it with) to a company called World Travel, all with no results. Each says the other needs to handle the issue.

American Airlines Customer Service, who I contacted out of desperation, insists that they do not have access to nor information for key people at AA Cruises. They keep telling me I have to call the main AA Cruise number but when I do, I am put on hold again and never get to speak to anyone. Using the chat feature, I have asked for the name and direct line of a supervisor who can help but get told the same thing – I must call the main number and wait for whoever answers. They admit that wait times to get through are excessive. We do get calls from World Travel not to fix anything but to badger us for an extra $180 for the travel insurance (on top of the $385 we originally paid) and threatening to deny us the coverage if we do not pay right away!! Apparently, we need outside help!!

On American Airlines website it states for missing items you must report it within 30 days. And luggage damage must be reported before leaving the airport. Since my luggage was not damaged I didn’t file the claim there at the airport. However, after learning I had several missing items I reported my findings within 12 days. Can anyone Reading this review contact me and let me know if this is happened to you as well? My email address is **. For American Airlines, please replace my missing items or take Responsibility.

This clearly demonstrates the value American assigns to its frequent fliers and assures I will be flying Delta for the remainder of my professional career which will translate to hundred of thousands of dollars in airfare. Bravo American. Do not recommend. Planes need updates, service is often sub-optimal, and customer service has now taken a big step backwards. Was looking for a reason to switch carriers and now I have it.

I decided to order a pizza for the next day using the card so that I could progress toward the $2,000 requirement. That was accepted and I went to bed. I was subsequently awakened at 3 AM the next day by a text from Citi saying "We're unable to process the charge for pizza. Your temporary card only works for certain purchases”. Very embarrassing! I had to call the pizza store later in the morning and use my AMEX to pay for it. I have very good credit. I then called Citi and they explained that I could only use this card for American Airlines purchases until my actual card came in the mail. I was not told this when creating the account. I investigated further and found that I was not enrolled in the $250 credit 40,000 miles card. The website instead enrolled me in a different program!!!

I called AA res again and was told that there was not anything they could do. It was their mistake, but they could not fix it. I called Citi back and was transferred to the "migration" department to request being transferred to the original program. THEY TOLD ME THEY COULD NOT DO IT. I was stuck with the old bait and switch. This is on the weekend, so I will try calling Citi back to see if can get someone on the US help desk to help me.

Also they would cover room and food for the delay. Finally get thru immigration, and now off to the customer service desk, along with about 70 other folks who were going to be missing connecting flights. After standing in line for near 2 hours there, we finally make it to the counter. The lady was very helpful, but trying to find a flight was a joke! She tried sending us to any airport possible. Said if we wanted to make it back to Portland we would have to wait 48 hours in Dallas on our own dime. Not even a voucher for food! Their best option was to send us to Philly the next morning, have a layover there for 7 hours then fly us to Seattle…. and from there find our own way home?

I don’t think so! I paid for a round-trip flight to Portland Oregon! We sat in the airport all night long, and they had taken our bags from to us for the flight to Philly. While we were waiting at the airport, we decided to look for flights on other airlines. Figured we wouldn’t find anything since the ticket agent at AA said they couldn’t find any other flights on any other airlines. After looking for 3 minutes we found a flight from Dallas, to LAX, then to Portland Oregon the next day. So we decided we wanted to book that flight, but tried to be proactive and get our bags back so they would be with us.

After phone calls and more phone calls, we couldn’t get any answers. Decided to book it and say the hell with AA since they had been no help since the first moment. We went to the ticket counter for AA at 330am to see about getting our bags. Lady was very rude about it, and said she put it in the computer to get our bags back, but didn’t know how long it would take and we just needed to go wait. Wouldn’t even cancel our flight we weren’t going to take, or even make a simple phone call to baggage to get our bags! After waiting 40 minutes for our bags we had to catch our delta flight so we had to leave.

Come to find out, our bags were sent to 3 different locations… Dallas, Philly, and North Carolina…. What a joke! Once we FINALLY made it back to our destination in Portland, 37 hours later mins you, we had to put in for missing baggage. After this experience, American Airlines will NEVER get my service again, and we have let all our friends and family know about how horrible this customer service is.

She just called to show that she call but has no interest to work with me and address my situation and hearing my explanation. She is hostile and changed her tone and voice once I expressed bad customer relations service provided by the department and has no means for customers to bring issues up further to the channel. Overall, it is a waste of my time and hers to call this morning. I hope the CEO of the company read my review and investigate the services provided by this manager and the department overall.

We show up the following day for the make-up flight, and United Airlines tells us that American Airlines never booked the tickets properly and because of that, we had no flight. We go back to talk to AA supervisor Deborah **, and she gives nothing but excuses (with no care about the situation) and tell me there is no way to print me proof that the tickets were ever booked. This mistake cost us two days worth of luxury hotel reservations. I believe the agent never truly booked us tickets, and used United as a scapegoat to cost us more money. They also shipped our checked bag to Key West on the initial flight to arrive to Key West 2 days earlier than we even could.

I attempted to reach someone to discuss this through their phone system, and was met with 20+ minutes of holding to be told that internally American Airlines does not have a way for customers to speak with someone about the compensation they owe certain customers. Every step of the way American Airlines makes things as terrible and impossible as they can for their customers. Avoid this company at all costs. There is no worse option for travel in the industry than American Airlines.

I had specifically chosen that flight so I could be home Sunday evening since as a teacher I had to work Monday and could not miss school. I immediately told them I wanted a refund and ended up having to drive over 5 hours home by myself and pay for an expensive rental car to guarantee I would get home that night. Being exhausted, frustrated, and pregnant I am extremely disappointed in American Airlines. I have never had such a bad experience. I understand that weather happens, delays happen, but the way that I was treated after spending hundreds of dollars is still shocking to me. I do not plan on flying American in the future.

They said they don't compensate for flights cancelled for weather. It was sunny out. There is no way the flight was cancelled for weather conditions, they just said that so they did not have to compensate anyone. I have pictures of the "terrible weather" that shows the sun shining bright. Absolutely the worst customer service I have ever experienced.

We end up at Pet Shipping and there the lady was EXTREMELY RUDE telling us we needed to take the dog to the AA Cargo Building over a mile away! HOW?? Every single person we talked to were rude and telling us "that's not my department". I said "Can someone PLEASE help us?!" The woman at the counter just stared at me and said, "We can't help you." At that point, a stranger offered to get us in his van with the dog and suitcases and drove us to the Cargo building. Then it got real bad. They starting loading her up, then said it's too late to load her! We had been at the airport for 2 HOURS trying to get this done! Then they say we're missing documents which NO ONE every said anything about needing! I started having a panic attack at this point and nearly threw up.

My daughter just lost her father, we are grieving and NO ONE at AA would help us! I had to call my family to drive back to LA from 1.5hr away to get us back to their house. We missed the flight, the dog didn't go and I missed my car rental. I ended up having to rent a car the next morning and drive from CA to FL because AA representatives don't know what the heck they are doing. So much money wasted and was days late getting back to work. This affected my work, my personal life and lost a lot of money. This experience was literally traumatic. I am beside myself how absolutely horrific this experience was.

Mar 6, 2022 I tried to reschedule the trip for May 15, 2022 and apply the credit from the cancelled 2021 trip. The reservations person I spoke with mentioned that the credit must be used within 1year of the previous purchase, (that was April 8) but said because my proposed reschedule was only 13 about months from that date it could probably be approved. However- she came back and said her manager refused to allow us to use the credit because most of the original funds had been paid in Dec 2019.

When logging into my account on the AA site, I click the “Have travel credits? Find them now” link and see notices that credit for the tickets purchased in April 8 can be applied to a new trip. These notices have been in my account since August 2021 and continue to be there after I talked to Reservations on March 6, 2022. NOWHERE on the AA site does it say that credits from a cancelled trip can only be reapplied once and that a second cancellation makes the funds initially paid no longer available to the passenger for new trips.

5) I call the AA phone number and wait 30 minutes to receive a very offensive and rude explanation of why the service I paid for has not been done! A multi-billion dollar company's representative tells me, "We cannot call you every 5 minutes to tell you where your luggage is." The tone was condescending as if they were talking to a 5-year-old. 6) I go to the check-in section of AA and talk to a supervisor. He tells me mishandling the luggage happens a lot. I get angry and ask why. He says other airlines do it too! If everybody is doing a wrong thing, it does not mean that you're doing the same wrong thing is justified or acceptable!

I and my wife are as of now 8:40 AM March 6 waiting to receive our luggage! I will file a complaint with whichever company is responsible and reasonable to listen to me. Based on my horrible and time-wasting experience, it seems the AA is not such a company.

Trip two was a little better on the delays thanks to the European Union's wonderful travelers rights where American Airlines actually had to put us up in a decent hotel in Europe and provide a full meal. However, once we arrived in Miami we had to stay overnight again. This hotel was HORRIBLE! The bathrooms were incredibly dirty (stains and hair all over the floors), the sheets were stained and the floors definitely weren't vacuumed. American Airlines also provided us with a $12 dinner voucher while stuck in Miami that we could use at the airport... The only problem is they gave us the voucher after we already left security so there was nowhere to use the voucher.

My wife and I took 3 other flights with American Airlines in 2021 that were all delayed causing us to miss certain family events and for us to endure additional hotel, rental car costs with 0 reimbursement. My Wife and I have flown 3 other airlines this year and have not had 1 single issue that we experienced with American Airlines. I can say that even though it's a mild inconvenience to fly a different airline since DFW is American's HQ, it's great to actually arrive when you intend to! Please nobody fly this horrible airline that will take your tax paying dollars for a bail out but do absolutely nothing in return for you.