American Airlines Reviews

Horrible customer support. I had a severe injury and asked for a refund. I submitted a doctors letter as well. They denied my request even though I can’t fly. Will never use this airline again.

My experience with American Airlines was extremely frustrating. My flight was delayed four separate times, and after making passengers wait for hours, the flight was ultimately canceled. What made the situation even worse was that there were no weather alerts at the time the cancellation was announced. The constant delays wasted my time, disrupted my plans, and caused unnecessary stress. Communication from the airline was poor, and there was no clear explanation or meaningful assistance offered after the cancellation. I understand that delays can happen, but repeatedly delaying a flight only to cancel it is unacceptable. I expected much better customer service and reliability from American Airlines. Based on this experience, I will think twice before flying with them again.

God forbid anything remotely, in the most minor way, changes about your trip, because you are screwed. Do your plans change, and you want to use your flight but just not get on the connecting one? You're screwed, the ticket is an extra $500. Have two flights, but want to use one departing and one arriving? You're screwed, give them $500 and they'll charge another $500 for each of the two suckers sorry enough to take your ticket. These guys are the lowest of the low and will burn for eternity.

We took a trip to the Bahamas in June through American Airlines. Our flight was delayed and we thought we would miss our connection, so we rebooked. Our original tickets were for business class, but the connection flight was in the back of the plane. We got reimbursed $32.00. There were two of us. I have been trying to get an explanation from them and was told I had to email refunds since there isn't a phone number. It's been two weeks and no response. Pissed to say the least. Not shocked because I am sure I am not the only person who is unhappy with this airline. We will never again fly American.

American Airlines need to just shut down their company. They have terrible customer service and their employees are have no knowledge, they have nasty attitudes, and they are never helpful. I don't even know how they exist with so many complaints, letting their employees do whatever they want to customers without any repercussions. They let their employees even go as far to kick customers off of their planes falsely accusing them of verbally saying sexual slurs. You can escalate it up the chain, but nothing happens to their employees. American Airlines is just a poor excuse of a company.

I rebooked a r/t ticket. Bought seats, checked bags. The entire transaction was “paid” entirely with travel credits. I checked in 24 hours before. Reviewed the seats and wanted to upgrade my seat. According to the customer service representative, I never paid for the seats. And then I did not have any seats, and there were no seats assigned to me and then I could pick out a seat and not pay for it and it would not constitute a full reservation. I got a full dissertation about buying and paying for airline tickets. I could not believe how rude and condescending that little queen working in the other end of the phone had to be. I will never fly American Airlines again. They are customer. Service sucks.

I was traveling from Punta cana to Chicago and from Chicago to Seattle on the 9th of July and I had an over 3 hours delay already, then the flight was kept on delay. I was waiting in Chicago for a very long time and here came more delays and on top of that the gate changed from H something to k18 and more delays. Very bad experience. I wasn't happy at all.

Name: Jaye **. AAdvantage number: **. The absolute worst of the worst. 3 out of 4 flights to or from Durango has put me through hell. Write a complaint?! For what. It’s 100% clear that they “do not care” what our experiences are. This most recent was last night. It’s bad but not nearly as bad as the last two. American Airlines Flight 2704 was late leaving me to miss connecting flight. Air traffic control issues. Just sent new flight info via text. The next morning at 830. No we can’t accommodate you because it was weather. Right. Of course.

Overall poor. Pick a category-poor. Just bad experience, staff could not care less. Chatbot help is a true joke. And severely late.

We had a cancelled flight and forced into a hotel stay. American refused to help because they gave us a flight next morning. Also, had flights Greece to Philadelphia and arranged to sit together for 10 hr flight. We were separated due to issue with a defective seat. They refuse to address these issues.

Same heartburn inducing meals year after year. Impossible tiny seats. Anyone over 5’5” is going to feel like a cripple after a long haul flight. Impossible to sleep on red eye flights. Far too many Delays. Price gouging. Canned replies showing that they couldn’t care less about customer experiences. No more miles given as an apology. Abject greed is the name of the new game. Being an AAdvantage member is almost completely useless unless you have status. Only well off people can afford to use any of the so-called perks on offer. Just like any other corporation you only care about your wealthy clients. Everyone else gets the crumbs that fall to the ground and that’s if they're lucky!

Spend a ton of money with AA. Worst customer service I have received ever, on a flight wasn't on the flight. It was the gate representative. DFW to Wichita, July 7th, 2026 gate B 38 5pm flight to 6:30. Gate attendant has zero manners. If I could take my points with me and leave AA I would.

After booking my vacation months in unadvanced and receiving all information on the date of the flight to Dallas then to Cancun my wife and I got to the Airport 90 minutes before departure. My luggage was check in and my gate of departure and seat was given but when we got to the gate, I was told the flight was cancel. Also I never received any text notification. Ended up driving to Dallas for a noon flight after otherwise I would had lost a full day of Hotel that I prepaid, on the return flight had to get off in Dallas and drive to Tulsa. Parking alone was $160 for 5 days. I wrote to American Airlines Vacation for compensation not only for the gas and parking and food but for the flight I never took from Tulsa to Dallas or the Dallas to Tulsa. Well let's say last time I will use them.

Every flight was an ordeal. They had another plane parked at our gate on the first flight which caused us a delay, but luckily their delay on the second flight saves us from the delay on the first flight. On the return trip, they kept delaying our final flight until every rental car was sold out, then they cancelled the flight because they didn’t have crew. The first delay was because they didn’t have a plane. I think they sell flight that they don’t have planes or crew for. They finally flew me on a super late flight to a nearby city and lost my luggage. They promised to deliver my luggage to my house, but it has just been sitting at the airport for days and days.

If I could give a 0, I would. I checked my flight this morning at 645am and it was “on time”, then at 711am it had been cancelled due to “scheduled maintenance”. How is this possible 8 hours before my flight for my family of 5 is supposed to go home. I had a client lunch, my wife a BIG meeting and my 3 kids were supposed to start camp. Now I have to pay for the AirBNB and rental car, take PTO and miss my meeting, my wife will miss a career changing meeting!! The frustration stems from American Airlines not offering a viable solution to get me home today. I booked this flight 2 months ago. How is this OK???

I learned today that if your flight changes for any reason all that, verbatim from the customer services representative I spoke to today, "American Airlines GUARANTEES your seat will change." This call took place on July 5th, 2026 from 1:00pm to 1:55PM. I reserved seats for myself and my husband and my 75 year old in laws months and months ago and just found out that due to our flight changing that we are no longer able to sit together. The American Airline's representative "guaranteed" me that the seats I choose again today would possibly change again. Why even let us "reserve" seats if they are subject to change up until the moment that you check in at the airport. This only provides a false sense of "customer service" when in fact there is no service being provided.

Lacking in customer service skills and communication. They just point to the kiosk for check in and the kiosk inevitably directs to a counter agent back at the counter. One word.... ENSHITIFICATION.

Absolute joke of an airline. Put the wrong gate on the screen. Told I should have googled the gate. Well guess what google had the wrong gate too. This is unacceptable. This airline should have been closed down not Spirit.

I flew on a flight from Phoenix AZ today to Denver, CO. The fellow I traveled and I checked in at the same time. His luggage arrived in Denver, mine did not. The ticket agents in Denver did not readily assist in helping me file a claim for lost luggage. I went to reservations to issue a complaint, and the manager did not care, indicating that the systems do not work together. I have spent 5 hours trying to have the luggage delivered, and I have been informed that FEDEX will deliver in two days. Vacation is a disaster now. My location is 1 hour North of Denver. I did not sign on with FEDEX, I signed on with American. This was the worst customer service for a passenger who has more than 2 million miles with this airline. FEDEX, you must be kidding!!

I was a first time flyer with American Airlines. When I arrived to the airport the staff there sent me to multiple wrong locations for check in, that by the time I made it to the correct spot. I apparently missed my check in time by 2 min. Which then cause me to go from a direct flight (that you pay extra for) to a flight with a layover. That was just the start, arrived to the layover stop and the gate kept getting switched. Get to the right terminal. Flight was delayed due to mechanical issues. Well passed the original 3 hour layover time. We finally get to board the plane. As we start pulling out of the terminal. The plane was shaking and sounded awful. We had to pull back in and get off the plane. Wait and move terminals for a different flight.

We will never fly with AA ever again after our last trip. On 6/20/2026 seven of us were flying from Boise ID to Knoxville TN with a layover in Dallas. I had prepaid for our bags online at check in, but when we got to the airport the lady made us pay again at the kiosk saying that I lied about paying online even though I showed her the receipt. When we got up to the counter we had twice as many luggage tags as needed because we had actually prepaid. We were told there was nothing they could do. I would need to ask for a refund online. We then had our connection flight cancelled in Dallas, we were put up in a flea bag motel run by rude people who tried to put all seven of us in one room. Because of this we lost our rental car and we lost two days at our Airbnb which was quite costly.

Us on and was still sitting the over 25 more minutes. Will never fly American Airlines again. Will let everyone know how bad Express. Made us wait 3:20 till 109 pm at night getting guys After midnight to our destination. Horrible service. I talked with customer service at airport and call the customer service line. We should have had compensation for over 6 hour wait that was not our fault.

Dallas to JFK JFK to Rome. Hours apart. Yesterday they had me go to 3 different gates for broken toilets on plane. Missed my Italy flight by 10 min. My kids are there without me. I asked for compensation or a hotel for the night. No. Since they did provide a plane that day they did their due diligence. So rude. And since my Italy flight was with another airline they told me that it's not their problem and maybe next time I would be smart enough to book with just one airline.

Flew today from Tallahassee to Las Vegas. Was supposed to leave at 1:40 PM and left at 7 PM due to mechanical issues. We waited an hour for a mechanic to show up. Finally they re-boarded us and we sat on the plane an additional hour. Finally got to Las Vegas. Our next flight was also delayed over an hour, and then when we got on the plane delayed another hour and 20 minutes. After being cleared to go it was another hour before we took off.

Horrible customer service. They do not issue refunds unless you get the ticket above first class. I booked an international flight. Needed to cancel, gave 60+ days notice, had a first class ticket. And medical note. They said it wasn’t life threatening, so they gave me a travel credit only. Do not use them. Fly Jet Blue - never an issue. I would of choose them except they didn’t fly to Greece. Terrible service.

Worse travel experience! My flight AA241 from O'Hara was supposed to take off at 2120. Due to weather, the departure time kept being pushed out, this is understandable to a degree. We finally were able to departure around 1230, only to get in the air and the Captain stopped climbing because a cabin pressure warning. He leveled off at 10,000ft and came over the intercom to tell us that we were going back to O'Hara. Once we landed, it took a few minutes before anyone said anything but I already had notifications with the new departure time. Then the Captain said the crew hit their time limit that they couldn't fly us. The gate agent said to proceed to H4, which we did, only to be notified they canceled our flight.

American Airlines managed to ruin our vacation on both ends. On Saturday, June 13th, we were supposed to fly out of Mobile, AL on AA5195 at 5:00am, with a layover in Dallas, TX. Then flying on AA767 from Dallas, TX to Seattle at 8:20 pm with arrival in Seattle at 12:49 pm. Well, at 10:54 pm on Friday, June 12th, we were suddenly notified of the cancellation of our 5 am flight on June 13th from Mobile to Dallas and our automatic rebooking on Sunday, June 14... One whole day of our vacation lost! Then Tues. June 23rd, we flew on American Airlines AA717 from Seattle to Dallas. All was well. We were then suppose to take AA5186 at 10:11 pm with arrival in Mobile at 11:55 pm.

6 hour flight(s) from Billings to Wash, DC will end up at about 30 hours. BUT…American Airlines provided us with a small bag of pretzels and cup of soda!! No food…No hotel…Sleep in chair at airport in Cedar Falls, Iowa (wasn’t on our itinerary).

I had a nasty experience in NY lag airport. I miss my flight due to early closing 20 min earlier. Denied next 3 flight and not even voucher. I paid clt to lag $650. Had to get a new flight with Frontier and got late at home. I am 79 year old. They cost me stress and I demand a voucher for my half trip.

I'm only giving 1 star because I have to in order to leave a review! I would give a minus 1,000,000 if I could! Horrible customer service, employees don't show up for work, resulting in delays and canceled flights, no assistance to passengers needing flight changes because of their delays, total lack of work ethic!!! And, what is the purpose of a carry-on if they force you to surrender it right before boarding??? If you're not going to allow it at boarding, notify passengers at the time of booking their flight, NOT 1 minute before boarding!!! There could be valuables, medication, and/or breakable items that otherwise should not be taken away from the passenger! Someone who is in upper management should rethink your procedures!!

Horrible experience with American Airlines and their customer service during and after! 9 hour delay due to plane issues, sat on the plane for 3 hours, taken off the plane to wait hours before they found another plane. Customer service lines took an hour and offered no assistance but to refer to the app. Phone customer service was a 2 hour wait… bag was sent ahead on another plane and eventually 9 hours later got the flight to Chicago to arrive at 1:30 am. Then took an hour to get my bag, missed car rental and important event. Customer service still horrible and actually refuses to refund points, bag, fees and only offered a $25 filler voucher! Seriously!!?? What a joke. They have more delays than any airline and don’t take care of advantage members. I will be choosing other airlines in the future.

Then, on the return flight ( from O'Hare in Chicago), I stood watching "boarding will begin soon" for about 15 minutes with nothing announced or changing. I HAD to use the nearest BR, about 100-150 yards away. No more than 15 minutes passed before I returned to see "Boarding closed" with no attendant at the specific gate. I heard NOTHING as a warning, certainly did not receive a text or call..... When I asked an adjacent AA gate attendant for help, he printed a ticket for a flight 9-10 hours later and immediately walked away. I was stuck in the airport for 10 hours.

My daughter was traveling alone and is a nervous flyer. I paid extra for a specific seat to give her some comfort and security. Upon boarding, someone else was occupying the seat because the change had apparently never updated in the system. Both companies refunded the charges, which I appreciate, but the stress and anxiety this caused a solo traveler cannot be refunded. Families and passengers with anxiety should be aware that paid seat assignments may not always be honored.

My husband accidentally booked the wrong dates- he called for a refund which they agreed to grant. They tried 2 times, to issue the refund but it bounced back to them both times. While I realize this is ultimately an issue with the bank, I sent American Airlines photos of my bank statements proving that we did not receive the refund and instead of helping us, they stopped responding to our emails altogether. Therefore, we ended up paying for a flight we never used and should have been refunded for- or, given the circumstances, at minimum, offered a credit.

Flight was delayed 40 minutes prior to takeoff. During the flight I spoke with the attendant about the possibility of missing my connection and wondering if they could let the next gate know it would be tight getting there. They dismissively told me "a lot of people have connections and if you miss it, they will put you on the next available." Upon arrival (already 25 minutes late), we sat for another 10 minutes. We were told our gate was ready, but we had to wait for another plane to be pushed out of their gate.

American broke our $1,000 dollar stroller and agreed to cover the claim. American told us to buy a new stroller. Because we were oversees we could not order the stroller until we got back, we were past the 30 day window of the incident. When we got back, we purchased the new stroller and sent the receipt the American. They responded that we were past the 30 day window and would no longer cover the claim. I escalated and they still refused.

I will NEVER EVER BOOK ANOTHER TICKET WITH THIS AIRLINE! I was denied boarding with my service dog. The gate agent simply said "You will NOT be flying with us today." No reason was given. She would say nothing other than my boarding pass had Been denied. When I had booked the flight at the ticket counter less than 24 hours prior, the ticket agents were telling me they saw my dog's information on their screen and I was good to go for flying the next afternoon. I declared the service dog when my flight was booked. The law states that only 2 questions can be asked. This "supervisor" at the gate did not ask me either of those 2 questions. I still do not know the reason for the denial and no one has contacted me since I issued a complaint via their post flight survey. I find it appalling behavior, discrimination at its finest. I intend to speak up until I either get tired of typing or some judge orders me to cease and desist.

Horrible experience. I flew with 2 handicapped 88-year-old parents. I had requested wheelchair assistance for both in advance. No wheelchair assistance was available for us at the drop off. I had preselected and up paid for seats close to the front of the plane due to limited ambulation of my parents. The flights were changed without prior notification and our seats assigned were in the rear of the plane. My father suffered a great deal from getting to the seats and is ill. No airline staff cared about the fact that he struggled to try to get in the rear of the plan with falls and collapsing on the plane. They just stood and watched. I tried to put his canes in the overhead bin for flight and the attendant yelled at me and said "no you have to hold those on your lap". Thus I sat with cane handles in my face throughout my flight with no use of my table. Absolutely disgusting and made my parents feel so much like a burden.

Never flying AA again. They have a hub in Philly and could’ve easily used a different jet to fly passengers waiting 6 hours but they kept lying about the delay, pushing it back 30 mins each time until the connecting flight finally got cancelled.

I tried buying a flight, at the end, the website told me there had been an error and to try again later. I checked my bank and they very much had charged me 700 dollars for said flight, but yet never sent an email with a confirmation code. I called their customer service, and the first couple of times after making me wait 2 hrs on the phone, they pretended they could not hear me and hanged up, and the last time the agent was extremely rude and beyond unprofessional, stating verbatim "I cannot find anything, figure it out with your bank" and immediately hanged up. I am beyond disappointed. I have had nothing but awful experiences with this airline, like the time they charged for my luggage twice and never returned the money. Do yourself a favor and avoid them like the plague; they love stealing from people.