American Airlines Reviews

Poor customer service when my flight was cancelled. They cancelled my flight 2 days in advance. None of the options for rebooking were nonstop flights like I had booked, they would all get me to my destination at least 12 hours late and in the middle of the night. There were available flights on the website that would have been much more similar to what I had booked and they didn't offer those as an option for rebooking. The app also didn't allow me to add myself as a standby for any nonstop flight since the rebooked flight is not nonstop. However, the flight I booked and paid for before they cancelled it was nonstop.

Horrible service. Flight was laid over for 6 hours. No customer service available to help me sort it out. Most of the people I talked to were unable or unwilling to help me. They were understaffed in every department I dealt with. I wish I could give them 0 stars! I will never fly with them again!

My Flight 2 hours late from DCA to CLE and then. My return flight lost luggage for a day. I tried complain for minimal compensation and after a bureaucratic nightmare was only offered 1000 miles compensation.

Flight 2804 from Dallas to Toronto was originally supposed to depart Friday November 28 at 6:42 pm. After a delay of over four hours, passengers were informed that the flight will now depart at 5:00 am on Saturday November 29, while also being told they need to be at the airport by 2:00 am. Such a lengthy delay with no food or hotel accommodation offered. This is the last time I'll book anything with this joke of an airline.

This is the worst airline! They won’t give you any warning that they changed your flight! After almost 3 hours of waiting and scanning my code, they would inform you that I need to wait for another 6 hours because they changed your flight!!! Their options aren’t really options. It’s a threat! They’re asking me to decide within 2 to 3 minutes where they have already closed the door. Three staff members against one. This is irrational and inhumane!!! They don’t deserve to be called the best airline!!!

Listening to the customer service line while I'm stranded in the airport overnight. They keep trying to convince each person that mechanical problems are actually weather problems so they don't have to compensate people.

I followed every step of an American Airlines shopping portal offer exactly as the terms described. I made the required purchase, submitted everything they asked for, and even contacted their support multiple times. They acknowledged that I followed the instructions and acted in good faith, but then refused to credit the miles anyway. The representatives kept giving me the runaround and eventually admitted they were waiting on commission before they would issue the miles. That has nothing to do with the offer I completed or the terms I agreed to. The miles were supposed to be earned based on my purchase and my compliance, not whether AA was getting paid on their end.

Terrible experience - I made a reservation on American in June for a flight to West Pam Beach - my wife and me - seats 2A and 2B. In checking today, MY seat has been changed to 5D, while my wife is still in 2A, so they split us up even though we are on the same reservation. Calling customer service was an experience in frustration - two agents mimicking "the airline has a right to change your seat" - when I asked them to change the seat of the person who is NOW sitting in 2B, they said they cannot change seats for people. Just a terrible way to treat someone, especially after flying AA for 30+ years.

Delays, cancellations, stress, anxiety, crowds and that's all before boarding. On plane, very cramped seats, no cushion to seats, I've sat in more comfortable stadium benches than these seats. Scrappy in flight wifi, disconnected agents, horrible experience.

Unfortunately I can’t place zero as a rating. We recently had a flight from Charlottesville to Charlotte to Ft Lauderdale. The fist leg was ok but as soon as we landed Charlotte @ 8:20 pm an email was received on our phone that our 9:10 pm flight was cancelled & they would fly us to Miami (not our original destination) the next day @ 5:10am. We got to our original scheduled gate prior to boarding call & see. Our seats on the board given to other travelers as upgrades. We approached the staff that said they couldn’t do anything about this that the “system” kick us off & they cannot manually change that. I told them we are here for our connecting flight & we have our tickets & you are forcing us to take another flight that isn’t our original final destination @ 5:10 the next day!

This is absolutely the worst airline in the world. You do not care about your customers nor their schedules. This airline is absolutely terrible. You think an “I am sorry, here is a hotel and meal voucher," solves the fact that you do not perform.

On two separate flights I have had bag damage or lost items for which AA has no way of comp'ing. I fly out of their headquarters site - DFW - where baggage handling is the worst. In addition, on the last 3 flights, there were multiple gate AND terminal changes while I was waiting. Checking by phone, app or marquee information is often conflicted among each source. During the last flight EVERY DFW/AA marquee was down. When asking to de-conflict the information with a gate agent I received a sharp rebuke and told to find the info for myself from one of the multiple sources (which I had just explained were conflicted.) It seems clear that AA has cut ground and customer service to the bone. Its communication system is often broken, their rules for compensation issues are rigid and oftentimes unworkable.

100% the Airline with the arrogant and rudest customer services! Avoid at all costs. We have preferred/upgraded seats. Travelled light by taking just carry on. But since they didn’t have room onboard since people take extra carry on and they don’t stop them. Well when you complain you are wrong.

I paid for an upgrade on my recent American Airlines trip that included Priority Boarding — but we didn’t receive it on either flight, going or returning. After the trip, I filed a refund claim online as directed, and based on my explanation, was told I would receive a refund. Then the refund was denied with no real explanation. When I called to ask why, I was told to contact Customer Relations — a department with no phone number and the same website form I had already used. It’s a dead end. In short, I paid extra for a service that was never provided, was promised a refund, and was then denied without reason. The process is frustrating, impersonal, and completely unhelpful. I’ve always chosen to fly American for reliability, but this experience really makes me question their customer service and accountability.

I’ve flown with this airline many times, and every trip starts the same way with hope. I book my ticket, plan my schedule, and trust that things will go smoothly. Then the email comes: Your flight has been canceled. It has become a pattern. Every time I book, the flight disappears from the schedule, and I’m left scrambling to rebook. The worst part is that the new flight always costs more. It feels like I’m being punished for their mistake. I spend hours on the phone waiting for someone to help. The agents are polite, but there is no real solution. They offer credits or apologies, but the price difference is on me. A refund does not help when I still need to travel and every replacement flight is more expensive.

I would never fly American Airlines ever again. Customer service is awful and they put the blame on customer relations and then tell you there is no way for you to talk to customer relations. You have to fill out a form on their website for complaints and refund request. I was charged an extra $45 dollars and still no help from anyone at this company. Not to mention the delayed flights and gate changes on short notice.

The rating should be 0. I will never, ever fly AA again. People talk about bad experiences with airlines like Spirit and Frontier. I have never experienced what I experienced with another airlines in what I experienced with AA today. We were supposed to leave at 9:41 but got delayed over and over. When we did board we sat on a hot plane for a hour waiting to take off. Got all the way to the tarmac just to be told that the pilot ran out of time and we have to go back to the gate and get off the plane…And they couldn’t give us any information on what would happen next. Even after we taxi’d back to the gate they wouldn’t let us off. I hate this airline and will never fly with AA again!

I am submitting this complaint regarding American Airlines’ refusal to assist or provide documentation during an active hurricane emergency. I was booked to travel from Atlanta to Kingston, Jamaica via Miami on 10/23/2025 when Hurricane Melissa intensified into a Category 5 storm—leaving travelers stranded, homes destroyed, and loss of life reported across Jamaica. Despite these warnings, American Airlines agents repeatedly dismissed my safety concerns and refused to issue an exception or provide proof of cancellation for my travel insurance claim.

Flight delayed 3 times. Finally got canceled but nobody was left at the gate to inform the passengers. Only learned from a text stating it was canceled. Left all passengers furious as we sat at the gate waiting for staff to come and give us instructions and an explanation on what to do. Never happened. They clearly clicked out without any concerns for the passengers.

The worst company ever. If you wanna feel like crap then book with American Airlines. I’ve had bad service before but American Airlines definitely took the cake on this. I’m traveling pregnant with my ten months old and my husband I understand things happen but it was one thing after another. Waited on our first flight on the plane for 2 hrs before taking off. Then getting to our connecting flight our gates kept getting changed. The workers were no help whatsoever constantly lying to us to get us off their case. We spent the night in the airport. Mind you I’m 22 weeks pregnant with a 10 month old. I’ve never been treated so horrible. No one had compassion or sympathy. Everyone was so rude. I will never flight American ever again.

On October 21st. 2025 in my American Airline flight from Cancun to Miami my luggage was opened and they stole goods from inside. When we opened the case the inner compartment zipper was opened all the goods and clothing were a mess like they went through everything looking for valuables, they stole perfume, souvenirs good thing we had no jewelry nor cash in it. I can no longer trust the integrity of AA employees, I will switch to try my luck with another airline company.

I wish there was a way to give them zero! On this trip to Key West for a friend’s 30th anniversary celebration, we had purchased business class tickets for all legs of the flight. After a couple of months we get an email saying our flights had been changed. We didn’t notice that one of the flights was changed with a 30 minute layover. First of all, why would they do that? I noticed it once we were already in Florida. I tried to change it on the app, found a later flight from Charlotte to Chicago, but suddenly, my Key West to Charlotte flight has disappeared!

Having to deal with American Airlines on a flight that was NOT COMPLETED is horrible! DO NOT BUY.... USE ANOTHER AIRLINE!! Their customer service is even worse!! Trying to speak with anyone is near impossible!

TERRIBLE customer service! They will cancel your flights and lie to you about there not being more and will NEVER compensate you for any level of inconvenience. We will never fly with them again and we fly a LOT.

Hello, so I have a list that spans both my flight out to ORF and my flight back to Santa Fe. 10/9/25 I arrive for my flight early and checked my bags. Upon arrival to orf, I received notification that my bags were delayed. I made comms with the baggage office and notified them that my bag had wedding apparel for a wedding that would be officiating and I was assured the bag would show up approx 14:45 10/10/25 and they would send me my bag waiving the 50mi requirement. On the way to my house in Gloucester pt, which I had moved out of to go to New Mexico, I was on the phone with a friendly lady who assured me my bags were marked for expediting and that I would have my bags available by the time I needed them.

I am sitting in flight 1707 from CLT to EWR on Tarmac for the past 60 minutes for the same exact reason that I was sitting on Tarmac for 60 minutes on flight 2410 from SFO to CLT.. apparently due to needed paperwork after a repair!? On top of that the inflight service was horrible in both flights. In my last flight with AA, they sold me a flight From SFO to Long Beach Island via Philadelphia airport and the second leg was a bus ride!!! When I wanted to skip the bus ride and show up In Philadelphia they refused and asked me to pay $2400 for the same ticket, because of if I was not using the bus it was canceling the whole trip! They switched me flight to depart from EWR and I had pay $300 extra. This experiences happened when I booked my flight business or first class! This is a horrible experience as a customer, how do you want to compete with other airlines?

If you like delays and cancellations this is the airline for you. If you ever fly into CLT be prepared to wait in lines longer than Disney. Of course they don’t compensate you either. You either get stuck in CLT or you’re waiting till the day's done to get on your flight. The people who work here are rude and guess what you’ll have to run from terminal a to terminal e which is 15mins run. On top of it everything shuts down at 9 so if you’re here for a long time past 9pm you’re gonna be hungry. Good luck finding a clean bathroom that doesn’t smell like vomit or poop. Oh and their waiting seats hope you like 90 degree angles and sitting up straighter than an American president for a portrait. You’ll never be comfortable or on time ever if you lay American Airlines esp into CLT.

American Airlines was absolutely horrible, was forced to check my carry on bag and they mis-tagged it and sent it somewhere else and now I’m in Disney with no luggage, also there was snot smeared all over my seat, absolutely disgusting

Actual airline staff were friendly. Customer service is horrid. They refused to help assist with a departing flight change due to an emergency mid trip. Save yourself the headache and fly with another company.

Flight from DAB to NYC delayed 3 times and 6 hours later, finally preparing to land. We asked for a refund of points used and denied. Then asked for a meal credit and told to keep it a secret. $12 meal ticket gets you 2 waters.