American Airlines Reviews

Just can't possibly recommend. Bad customer service and bad overall experience.

My fly was supposed to be at 9:10 pm. We stayed in the seat for 3 hours. First they said the airplane was overweight, then they said the pilot doesn’t have more hours to fly. How can it be possible they don’t have a control how many hours they fly is ridiculous if they have years doing this, so we be in the airplane for a fly from Chicago to El Paso 7 hours. Worse airline ever.

I actually went and looked at every flight so far this year and every one of them were delayed. All of them. American Airlines has gone downhill so bad that I am done with them.

I am extremely dissatisfied with the service provided by American Airlines. Our flights experienced significant delays, resulting in an arrival time of 10:30pm instead of the scheduled 4pm. The pilot's decision to divert three flights and subsequent joking about the situation was unprofessional. Furthermore, the staff's demeanor was discourteous, and the customer relations department seemed unconcerned.

Very poor customer service. My flight was cancelled and they initially said I can get a voucher from the airport or submit a claim online but later refused to honor it for my hotel stay.

I am extremely disappointed with my recent experience flying with American Airlines. My flight was delayed for more than three hours, and throughout the entire delay there was little to no communication, explanation, acknowledgment, or accommodation provided to passengers. We were simply left waiting without answers. After finally boarding the aircraft, we were then told we had to wait for an employee to arrive, resulting in an additional 30-minute delay while already seated on the plane. This demonstrated a complete lack of planning and respect for passengers’ time.

I was forced to check my carry-on luggage. I counted more than 25 empty spaces in the overhead storage. Staff made ridiculous excuses.

American Airlines deserve a zero!!! I flew from Rochester with only a checked bag, with a layover in Chicago O'Hare. They made us check in all hand luggages to pick up on our final destination, the flight was full, they said. Got to Tampa with no luggage; it was still in Minneapolis. I did not get my luggage until twenty-four hours later. I had some cooked frozen dish, Food spoiled. A gift (hoodie) my sister sent my son soiled. I tried to fill out a claim, but they gave me a run around. That was my first time flying with them and it will be the last. When I shared my experience with my daughter, she said, “Mom, I could have told you, they did me the same way.” Reading the reviews here makes me think, they do not care about their customers. If they don’t make things right. They will be going down like the others, sadly. Fly AA at your own risk!!!

My husband and I booked a Schooner trip in Portland for our anniversary. We had a flight for 11:30. Moved to a different gate for 2:00. Moved to a different gate. Then it was cancelled "due to weather". It had rained but was clear at two and Portland was clear. We watched as plane after plane took off. We called AA to reschedule. No flights that could get us there to be able to sail. So we went with Delta.

Scheduled to fly 5:30 pm then 6:20, then 6:45, 7:10..blah blah not until 9:30 pm...still did not fly. Ground stop at Newark?? But other airlines can fly?? If you are broke and have no choice and want to fly cheap airline...sacrficing your time...go for it...at your own risk.

I would rate American Airlines and Citi Card less than one star. I had a flight booked for Jamaica over Thanksgiving 2025. Jamaica was hit with a category 5 hurricane, October 24, 2025. The airport and all resorts were closed without a known re-opening date (later determined to be January 2026). To maintain a vacation, I rebooked with American for a trip to Cancun. American WOULD NOT CREDIT OR USE THE VOUCHER issued for the Jamaica ticket. So... I am stuck with paying for a trip that never happened. The most horrible experience with American Airlines and Citi Card ever. Highly recommend not using either!!!!

I waited for 4 hours. Called the number they told me to and asked for several different options. The other flight that was leaving around the same time as the one that’s delayed still apparently “not available due to mechanical delays” again. The next one after that 10pm get in around 12am. No. Should’ve been there at 2pm already. Finally we see people get off the flight and they announce on the monitor “Sorry but this is delayed further. Sorry for the inconvenience if you need a different flight let us know.” Never ever in my life will I fly with them again. Run them to the ground like Spirit. They deserve all the bad reviews they receive.

Wow. Didn't know that Citi reputation was exactly what they deserve a 1, base on the service they give especially with their partnership with American Airlines. Which I just also read they can downgrade your first class and keep the money, what a bunch of crooks. We need to stop using their card and American Airlines all together. I booked a hotel knowing they don't cancel or change reservations thinking I didn't need to do either one. But plans change dramatically where I needed to make the change. The idea that base on my situation they didn't budge at all, not even to change the date for 5 days earlier, does not make any sense. Which company that you do business with would not allow a change, not one that I'm aware of. But Citi and American Airlines are the exception that has no problem in keeping your points and cash. DON'T OPEN AN ACCOUNT WITH CITI AND AMERICAN AIRLINES, eventually you will be sorry and out of money like I am.

American Airlines WORST airlines I ever flew with. Better to fly with United! They take care of their customers. They'll make a mistake on their part and not hold responsibility even if you paid extra for the flight. All I can say is STAY AWAY!

Next Airline Company to go out of business. Took 2 days to return from New Orleans to Providence. Broken planes, bull s excuses blaming at first weather delays ultimately "pilot did not want to fly" the plane. "She" bailed....flight didn't happen. Next day, wrong departure information, more delays that interfere with connecting flights, upgrades not honored......finally back. Stop the bag nonsense -1 bag per person or buy bigger planes. Cannot understand most of the staff and on the phone at least one hang up. Not worth the stress and anger. Maybe they should paid attention and learned from Spirit.

Worst airline. 5 hour delay then had an intoxicated older woman sit by me. She had 5 margaritas before her flight. Tried to move me out my seat then puked for 10/15 minutes. Flight attendant brought trash bags and a few wipes and said thanks for being a good sport. No reimbursement or anything offered. Horrible horrible customer service and delays out the rear. For what you charge for flights it's inexcusable.

Gate change a mile away - fine. 45 min delay - fine. Customer service telling me I don't have to change to a window seat because I have the whole row anyway... Stuck in the middle - garbage. Forcing me to check my carryon that's under the size limit because the bins are full.... But they weren't full...not even close - garbagio. Do yourself a favor and book Spirit/Frontier/Allegiant/Jetblue because American is worse than all of them... Even the airline that doesn't operate anymore. Absolutely terrible. Negative 5 stars.

On Thursday, May 7th I had a flight to Virginia for a family reunion. My sister and 86 yr. old Mom were traveling to Virginia too, that same morning on Delta. On the morning of the flight, I was waiting at the gate at 7am to board with my 2 kids. While waiting at the gate, I received a call from my sister that my Mom had fallen outside by the Delta check-in. I immediately left the gate and ran to check on my Mom. She had suffered fractured her maxillary bone above her 2 front teeth, fractured 7 ribs, and her T12 spine. Of course we had to cancel our travel plans so I could be with my Mom at the ER.

I went to Mexico to get stem cell therapy for my back. On the return flight from San Diego to Phoenix. I asked the Steward to please help me put my carry-on in the receptacle above my seat. He said, "Oh, we can't do that as it might injure our backs, but you can always ask one of the other passengers to help you." Yet when they gave the flight directions at the start of the flight, he announced where to put your carry-on and added if anyone needs assistance, to ask the steward or stewardess. I hurt my back when lifting my carry-on and didn't get any assistance. I don't appreciate this lack of respect and assistance. I am a 74-year-old female. I noticed he was quite friendly with the younger, attractive women on the flight. This is definitely age discrimination, and I don't appreciate it at all. I always fly American, and I carry their credit card. I guess I need to go to Southwest next time!!!!

Purchased tickets a year ago and my departed flight from Philadelphia was Awesome, now going home in SAN Juan PR is a nightmare. Desk staff dismissed you Quickly saying the plane had maintenance issue and to my surprise American had no other plane to take the 15 passengers back to Philadelphia. The flight changed 3 times while we waited at the airport. We care about your saftey is what the customer service keep saying. I call BULLSHIT!!! The plane did not make its quota of passengers. American feels that handing out $12.00 voucher for the 10 Hour wait should turn our frown upside down. The update on the board still reads 3063 C-8 6:20 am closed. No updated on the board at the terminal.

I was met with a very disgruntled employee at the checkout counter, who did everything and her power to make my travel a struggle would not look up anything on the computer made all three including my carry-on bag go through oversize bags, even though it was a carry-on that I was able to check for free. I requested a manager, Sandra took over 45 minutes to come to the counter and when I tried to explain, she put her hand up in my face and told me to be quiet so she could explain. I sat quietly and she told me because I had tools in one of my bags all of them must go to oversize. I explained to her that I’ve been waiting here for nearly an hour and that my plane boards in 45 minutes.

My husband and I were on our 1-year anniversary trip and did quite a bit of traveling for that trip. We used American Airlines for one of our flights and were disappointed. Our main reason is... we weren't able to sit together. It blows my mind that airlines are no longer placing family members together for flights and you have to find some kind stranger to switch with you, if possible. Most people on our flight were flying solo, and I highly double all, or even any of them, paid for a specific seat. How hard is it to group families together when a majority of your customers are solo traveling?? This should be a basis priority when deciding seating, even if you have to reprogram your computer system to do a better job. My worry is in the near future when we have children. Will our 2-year-old be placed somewhere else while flying?

It’s a fraud! I purchased 4 tickets for LAX-MLI one-stop flight, and I chose seats and I paid for it, about three months ago. Today, when I checked the flight, I noticed that the seat information disappeared. I contacted American Airlines 5 times, and they said even though they were able to see the seats information, they couldn’t help with reselecting and that I need to reselect seats and pay again! And that hopefully I would get refunded!!! Also, they refused to provide me with a confirmation email that shows I will be refunded!! I had to repay $260 for reselecting new seat for our flight. This is the first and last time I’m purchasing American Airlines tickets.

I booked this airline through my credit card to go to and from the DR. What a mistake. My flights were not only late but they were delayed. On the return from DR, I sat in the airport for 6 hours and ultimately did make it home until after 1 am the day AFTER I was originally suppose to be there. On top of that, when you file a complaint no one gets back to you. Crazy. Highly recommend picking another airline.

If I could, I would give American Airlines a negative 3,000. My first flight from Newport News to Charlotte was delayed. In turn, I got to the next gate just in time to see the airplane on the tarmac. I got to watch it depart. It was simply too much for the pilot to wait ten minutes on the last flight. My husband had gone into congestive heart failure. I had used my last dollar to get to the airport. American Airlines offered to dump me off in Miami or Gainsville. I asked about Tallahassee because my sister could have gotten me to my husband. I spent the night in Charlotte Airport. American didn’t offer a hotel or so much as a water. I will not fly with them again.

This is the WORST flight experience I have ever had!!!! My flight was canceled within an hour of boarding so another flight could depart at my scheduled take off time. (Of course they claimed it was weather. The 5 rain drops didn't stop the other plane going to the same destination.) I was provided ZERO support in rescheduling my flight, and when I attempted to seek reimbursement for the inconvenience of having to make plans in another city for 24 hours more I was given the runaround. Not only was I given no support in the rescheduling process, the gate attendant didn't arrive until 5 minutes prior to boarding, and I was not seated with my partner and we sat in an un-airconditioned air craft for an hour in the Texas heat.

Flight was canceled twice at last minute. Paid extra for a seat in the front of plane and my seat is in the second last row. Gave the main counter my id. Gave me the wrong boarding pass. Absolutely ridiculous. I would highly recommend flying another airline line. Nothing good at all with American Airlines.

My son and I scheduled a flight at Spring Break, which AA oversold. We volunteered to be bumped per AA's request. There were no more flights that day so we were asked to wait until the next day. In addition, AA switched us from Daytona Beach to Orlando (MCO) airport. AA said they would refund our LYFT car rides to/from the airport. The ride to MCO from Daytona was almost $200. I sent all the receipts/documents to AA refund department as instructed.

This airline is NEVER on time, sitting here today with now 3 hours delayed and no reason given. Most of my flights with this crap airline have been delayed and quite frankly it’s gotten old. Fly ANY other airline than this horrible airline.

American Airlines has to the new Spirit. Customer service is lousy, and so many gate changes and cancellations. I fly almost weekly, and my flights are cancelled at least twice a month due to staff shortages or missed connections. Save your money and fly another airline that cares and appreciates your business. They don’t!!

After the airline made changes to my flight I tried to cancel my tickets. The rep said, "Oh you have to create AAadvantage account," so I did. She said it may take a couple hours to show in the system. I then called back a couple days later for them to tell me because I booked through a 3rd party there are no refunds. Then I reached out to the 3rd party who directed me back to American... Still no cancellation or refund.

Customer service so bad and rude, she just step at side and don’t say or explain anything and just closed gate. Left us.

Horrible experience. DO NOT RECOMMEND. Delays. No customer service. Cancel flights. Change of airports. This airline is the new Spirit. Will not recommend. Spare yourself of one of the worse experiences ever. And to top it off (the cherry) we landed and parked 1 mile away from the terminal because there was no space for us. And during all the flight and wait not even a glass of water was offered.

I booked a flight for my elderly father in law reserving wheelchair assistance. They never gave him that assistance causing him to be lost in the airport with no assistance. Horrible experience.

If I could give no stars, I would. Never fly with AA.

The worst airlines ever. I have traveled a lot in my life, but AA OMG, they cancelled the flight with reason of a weather, so no any accomodation provided. It means I was stranded the whole freaking night at the airport. Then they rebooked me from 2.5 hours direct flight to New York becomes 12 hours flight the next day to Indianapolis then NYC.

My daughter and I flew from Dallas to Tokyo on American Airlines. I paid for two reserved seats and was put in the center of four. The seats had no legroom, a large bar where your feet go, so you could not have your bag with you. They were small and cramped and horrible. Didn't think things could get worse until we took off. There was no on board entertainment or Wi-Fi for 14 hours. I will repeat that, there was NO ENTERTAINMENT OR WIFI FOR 14 HOURS. I could not easily access my bag that had to be put above in storage bins because of the crappy seats. I could pay almost $2000 each to upgrade, otherwise too bad for me. I honestly thought the flight would never end. I hoped at one point it would. I contacted American when I returned home. I had five emails and four phone calls and was basically told, "Too bad." Unless it's delayed or some other terrible thing.

American Airlines hub in Chicago is the worst hub anywhere. Workers in Knoxville laughed at me, a veteran with ALS, when I asked for help. I never want to fly American or through Knoxville again. I can barely speak, and they laughed about it.

I’m completely fed up with American Airlines and their credit card bait-and-switch. They took away the free bags. Now the second bag costs $100. Economy flights don’t earn miles anymore, only main cabin. And on top of that, we pay over $100 a year in fees, for what? At this point, I’ll just cancel and fly Delta. They actually reward loyalty, not take it for granted. I’m done.

I was charged $50 for a carry-on bag on our returning flight. We were not charged for this bag on our initial flight, nor have we ever been charged for it in 3 other previous flights. The staff never weighed my bag or did any measurements, but said it was too big. The woman who disputed with my 7 months pregnant wife told her that she needed to run back to baggage check in which is unacceptable! The other staff insinuated that the flight team in Dallas “did us a favor”. We had 3 tickets and only 2 carry on bags. Why am I even being charged at all when the bag was taken on the cargo of the plane anyway!? How is it an issue at one airport but not another? And telling my pregnant wife to run??? Are you serious? Terrible customer service and created a negative experience for really no reason! They refused to refund us. Apparently $50 is more important to them than their reputation and client satisfaction.

Had two flights with American Airlines today, the first was from Seattle to Chicago, and it was great. On the flight from Chicago to MCI, was a employee and I need surgery on my elbow, so I can only use one hand. And he started yelling at me when I was going to put my carry-on overhead. Then I didn't even get seated and other people was still boarding, and the same flight attendant came over and yelled at me to put my purse under the seat and my neck pillow if I wasn't using them. Excuse me, where do flight attendants get the right to be rude and start telling me what to do and interrupted me while I was speaking to my fiancée. Should be a little bit nicer to your elders and treat people how you want to be treated.

Worst experience with AA and I have had many. On Mother's day we were stranded at DFW for 9 hours due to mechanical issues with our plan. I know things happen but their response and communication to passengers was horrible. We were actually stuck on the tarmac for 2 hours. Should not ever happen to a customer.

Do not travel with American Airlines, especially through Dallas. They will cancel your flight and leave you stranded overnight. This happened to me two years ago and it just happened to my son tonight. I warned him about AA and he didn't listen. This is the worst Airlines out there. They caused him to miss Mother's Day.

Cancellation of Flight, While 1 understand that delays and cancellations can happen, the lack of communication, organization, and customer support during this situation was completely unacceptable. Passengers were left frustrated and confused with little to no clear information about rebooking options delays, or accommodations. Trying to reach customer service was time-consuming and stressful, and the assistance provided did not match the seriousness of the disruption caused.

My mother had a flight last night from Charlotte to London leaving at 11PM. A male manager came and made a number of flight decisions, refused to let anyone know his name and left. Then they announced that the plane has been changed and the seating has been changed. They told my mother that her flagship business class seat has been involuntarily downgraded to premium economy at they gave her a 600 dollar voucher.

I now have somewhere close to four hours (my fault for being so stubborn) speaking with American Airlines customer service personnel. The only positive part of this review is that, generally, everyone I have spoken to including Paola today has been nice and professional. that being said, I have received erroneous and conflicting information from several I have spoken to.

Attendants asked other fliers to allow fliers that had connecting flights that were running close to allow us to get off first and nobody did. Our ticket had a gate that didn’t exist at the terminal. I was forced to put my carry on under the bus headed for South Bend Airport and there was only 7 passengers. My luggage ended up missing😡. Worst experience with an airline in my 67 years….

I called American Airlines to inquire about senior travel packages. American relayed to a company call Flyswat. I found out later they are out of the country. We arranged a solo trip for myself to London. I was traveling to take some of my late wife's ashes back to England and Scotland, our favorite place to travel. The package they put together was reasonable and saved me over Expedia, for the exact trip. That is where the good stopped. I checked the night before my trip for my boarding pass, but not there on American's site. Frantic calls to Flyswat the night before and morning of the flight and nothing. Then 2 hours before my flight was to leave, flyswat got my ticket. I got to London, to the Tower Hotel by Thistle. They did not have my reservation paid. More frantic calls to Flyswat and I was assured by "Deep and Jon" that everything is in order, but had to give a deposit to the hotel, that I would be refunded by Flyswat at checkout.

We were rerouted due to weather to another city and needed customs. We were told they would be calling people in. Then quickly decided to refuel and head back to previous destination. They canceled flights and did not reschedule until next day. They continued to ground our flight. Very little communication or organization. Bathroom was dirty and disgusting. We were offered water.

Just was delayed due to air traffic, which American Airlines does not give out food vouchers or hotel vouchers. Worst experience flying in my life. Didn't get offered drink or snack when they said they would be around shortly, Never did. I sat for 2 hours to make sure I made that flight just to sit on the runway for an hour just to miss my connecting flight. Which is job security. Where is the compensation for not keeping your end of the deal. Paid $650 just to get treated like sh!t. Never again will I use American Airlines. What a joke of a company. Gonna be a long night at the airport. I have 12 hours till next flight.

I am sharing this review regarding my recent experience with American Airlines (April 10–18, 2026), which included flights AA1482 (AUS–CLT), AA2218 (CLT–SJU), AA2838 (SJU–MIA), and AA1396 (MIA–AUS). This itinerary included both First Class and Business Class segments, making the overall experience especially disappointing given the premium cabin expectations. Cleanliness was a recurring issue. Both my seat and my companion’s seat had visible grime that required us to clean them ourselves, with the towel turning black. On the final flight (AA1396), there was also leftover trash, general dirt in the cabin, and a non-functional power outlet. Lavatories were not maintained at an acceptable level.

Ignorant and rude customer service at the gate. Especially from Johnny the gate agent. Actually mocked us for running a minute late due to a last minute diaper change. The guy absolutely lacks compassion and is not the person American should have forward facing greeting customers.

Constantly being delayed, constant plane changes, constantly sitting on the runway for hours pilots constantly giving the wrong flight duration, lame compensation vouchers that don't even cover the flight or the upgrade.

I recently received an email that someone had used my account and used all my mileage points. I had to call the fraud department. First time I was on hold for 35 minutes, NO ANSWER. I tried calling customer service and of course there was nothing they could do. I waited 24 hours and tried again. This time I waited 45 minutes. I tried a different route when given the option of a call back. That was a week ago. My account is locked and am unable to access. What should I do now? Peter D.

If I could leave less than 1 star I would. I am a Delors platinum member but decided to book on American due to price to fly to Dallas. My trip out to Dallas was smooth. My trip from Dallas back to Atlanta was a nightmare. Beginning early on the day of departure our gate was changed 4 times. The last gate change was an hour Before takeoff and required a terminal change. I’m DFW. You need to grab a train in order to change terminals. There is only one train running at DFW so people were packed like sardines. Just as we were boarding we were told that the captain had timed out so we needed to wait until a needed to wait until a new captain could be contacted.

After a delayed flight (overnight) due to severe storms we were assured our luggage was secured on the international flight to leave the next day. Upon arriving in Buenos Aires at 11:30 pm the next night we gathered our checked luggage. The luggage had obviously been outside during the storm and EVERYTHING in the 25” bag was completely soaked. We were starting a 23 day cruise and this was the equivalent if have no luggage. AA offered no resolution, wanting us to send documentation of all the ruined items. They want no responsibility for the lying of the gate crew assuring the safety of our luggage

EVERYTHING ABOUT THIS AIRLINE IS DISGUSTING.. The amount of disrespect is mind blowing.

On Monday, we checked in at the first class counter in COS. There was NO other customer around (note, no crowds.. no confusion) The AA agent came out to the counter, checked our passports, printed our boarding passes and check in our two bags. She handed us the two bag tags-- which my husband put on the back of his boarding pass. Arriving 3 hours later than scheduled, we find out his suitcase did not make it to ORD.

I have traveled 27 hours from work on the Prince Sultan military base in Saudi Arabia. The flight from ORD to FWA was delayed a few times due to maintenance. After boarding the plane, the pilot announced that the mechanic has found the part he was looking for and will be repairing the plane within 15-20 minutes. Then he said the mechanic is still working on it, so we waited more. Shortly after that, we all received email and app notifications on our phones saying that the flight has been canceled due to bad weather.

DFW - one of American Airlines biggest hubs - what a mess. From the time we landed, every step of the process was a mess. I mean - if Fuji Airlines outperforms you, assume you have an issue! Customs - there weren't lines of people - there were masses of people with no orderly process - all pushing each other to get ahead so as not to miss their flights, which btw many did. Then we had to get our domestic boarding passes and check our bags. So we went where we were told and they pointed us to another miles long line to drop our bags...which was such an incredible nightmare that they actually sent us BACK to where we originally were because they had to open another line. So we dropped our luggage and headed to TSA Precheck.

They simply suck, delayed flights and no one cares. They’ll just treat you badly on top of their poor services on the plane.

This is for the MSY airport. I travelled from Geg to Msy with the same luggage, carry on. My flight leaving MSY on a flight that was not full, rules are not the same! I had a small purse and laptop bag and carry on luggage. They made me put my purse in my luggage, which was ridiculous considering the size! Mind you this did not occur at any other airport for boarding an American flight, rules should be the same.

My first flight was delayed twice, then it was cancelled. This was a 9 am flight. I was stuck in Tampa airport for several hours waiting for my new flight, which means my second flight in Dallas had to be rebooked. Then that flight was delayed several times. I finally made it to my destination at 9 pm. This should have been about a six to seven-hour trip in total. It took over twelve hours. Which also meant that I had to purchase more food than I had expected to from the extremely overpriced cafes.

After around 20 minutes on the plane they announced that one of the engine could not start and have to deplane, now we have to wait for another plane at that point I am missing my connection flight to Seoul. Korea, first approached with customer service terrible rude luckily I was traveling with two people and the lady who help them very professionally and friendly she was able to put the 3 of us and the way to Korea but have to flight Houston to London 9 hrs flight on British Airlines it was ok and 6 hours lay over to catch a Virgin Atlantic flight 11hrs worth business class. We could not cancel the all trip because of two doctors appointment we barely made those appointments, lost money on one night hotel and driver car reservation so now we are the 3 of us going back to Korea before the end of the year and gone flight Houston Los Angeles to Seoul on a different airline l

If I can leave zero star I do it. Horrible customer service. Flight delayed for 3 hrs and change from 1 gate to another far away and they not even notified me. No money back. No resolution only that if I want to leave later. What a joke. Last time flying with them. The worst of the worst. No effort to the customer who pays the tickets and have to wait long hrs.

This agent was so incredibly horrible to me and my family. She was insulting and sarcastic. I no longer wanted to deal with her very poor attitude and she refused to let me speak to a supervisor, claiming she was "her boss" and laughed at me as she said this. We were trying to remain patient as they sent us back and forth to TSA without resolving the issue in the computer. When we went to the front of the line via the side because we had waited 45 min already and at this point were going to miss our flight, she told us we were cutting the line and yelled at my kids. I don't understand how American stays in business with such awful customer service representatives.

If you’re considering booking with American Airlines because you want a "premium" experience compared to the budget carriers, don't bother. After my recent experience, I can confidently say that American has successfully combined the high prices of a legacy airline with the dismal customer service and "you’re on your own" attitude of Spirit and Frontier. For five days, I have been chasing a human response. I’ve requested call-backs to repeatedly, only to be met with a wall of silence. We are a family of five traveling internationally, and when AA cancels a flight, they don't see a "Duty of Care"—they see a nuisance.

The customer service department, does not fully service customers, because it won't, can't provide Refund department info or followup. Received flight refund, but not the seats paid for, both ways. Just 1 way. When you enter ticket number and search your own refund, sure it says refunded, because the ticket numer is connected to the seats, but fact is they only paid one way, not return. It's petty, of me but Ava ** Customer service couldn't follow up.

I have flown all over the world with AA, and always fly first class to wherever I may be going. France, UK, Mexico, Hawaii, Miami. They won't let you in the 1st class lounge unless you're going overseas. Which is bs. You pay 4 grand for a ticket just to the east coast so the flight attendants can be rude, short with you, uninterested and just not good with customer service. First class is definitely not worth it, nor is BA first class. I have had over $900 in trip credit just disappear with no explanation. It's just terrible. Time to switch airlines to Delta.

While we normally have great experiences with American Airlines, the way they refuse to handle our damaged baggage claim is just unacceptable. We flew into Curaçao where there was no one to file the initial claim with and our luggage was immediately loaded into a scheduled shuttle and taken to our resort. We used the online chat feature where they told us to bring the bag back to check in on our departure to handle. Once there we were told no, it must be handled at our final destination. So unbelievably, we had to fly all the way to Phoenix with an empty broken bag, only to arrive at 2 am due to all the delays, and there was no one there to assist. Now they're telling us they can't find our flight info, and we're just SOL. Very poor accountability and customer service.

Kiosk help was despicable. Gate staff was rude. I am an active duty Soldier and your airline prioritizes people who pay for group boarding 1 called priority boarding. I now see who and what you prioritize as a company. I will make sure my military community knows not to fly your airline ever again! My suggestion is you accept active duty as pre boarding and get your priorities straight!

I couldn't check in for my flight online or on the app; very frustrating and strange. Contacted customer service by chat and told them the issue; they offered to help me choose seats. I asked several times how much this would cost and they said $26. Later, I received a receipt and saw that I had been charged a $100 "external booking fee." I chatted yet again, and the rep said I could file a complaint after my flight and that I would be able to receive a transcript of my flight so that I could prove what I'd been quoted. I did complain and request a transcript. Received it, but the file would not open. Had to complain twice more before I got a personal response. Was told the transcripts couldn't be accessed, and the booking fee was standard. But wow, they want to "rebuild my confidence" in their airline! They won't get a chance. Scam!

I was in ATL for a family event (CONFIRMATION CODE: **). I booked my flight to NYC last night. I paid for the flight and my seats for 3:58 today. I am aware of the accident in NY so I definitely understood them possibly delaying so When I woke up like 2 in the morning I check and realized my flight was canceled and I was put on a new flight. I have been here 24 hours inquiring to the 2 supervisors at T9 what has been a going on. COURTNEY A AND CARTER K DIDN'T HELP ME AT ALL. I asked and it seemed as if Carter was getting irritated. Was trying to understand how this could happen and he made it no better. I said can I speak to a supervisor. They laughed and said they all are. I sat in the airport 24 hour. They were not empathetic at all. They directed me to the number. A little understanding will go along way. I paid for those 2 seat and I understand the refund but to take me off a flight I paid for is so unprofessional. The fact.

We booked our trip with plenty of time. We booked a trip to Jacksonville to Madrid with one stop on Miami. We booked tickets in PREMIUM ECONOMY for the international leg of the trip. To my surprise, American Airlines sold us the PREMIUM ECONOMY tickets when there were no PREMIUM ECONOMY tickets on the plane on the way back from Madrid to Miami. I told to myself, nothing to worry about, we will get a refund. WRONG - American Airlines gave me a refund of $106 USD for the downgraded seat. I am still fighting and asking for a refund for the right amount. Long Story short - do not buy PREMIUM ECONOMY from American Airlines.

American Airlines will give you the runaround then claim you didn't do the proper channels nor the correct time frame. I am just one consumer and my patronage will not make a difference. I am done wasting my money on a company that doesn't give a damn anyway. My damaged luggage will not be replaced nor will the 1 week old shoes taken from the damaged luggage. Screw American Airlines.

I wish I could give American Airlines a lower rating. While returning from an active-duty deployment in December 2025, American Airlines lost a bag containing over $1,000 in items, including official U.S. military uniforms. I understand their intent, but their policy requiring receipts for items over $100 unfairly assumes consumer dishonesty when the company is solely at fault.

UPDATE for 03/2026! American Airlines are literally taking your money for flights and canceling the ticket right before the flight so you cannot check in. I’ve called over a dozen times to be caught in a game of who to speak to next about my refund. Lost a job opportunity and as of today showed proof that the flight was cancelled 3 hours before the flight when I went to check, job lost and everything. No Refund! Don’t let them scam you!

Flew from Phoenix to Charlotte, Rose was the most unprofessional person I have ever experienced in my life. So rude she does not belong In customer service. Even the other passengers said she was very rude to me telling me to move out of the way. I had the printouts of the wrong flight but the correct ones on my phone which I had pulled up but she didn’t even give me a chance to show her. Instead she was yelling at me to move out of the way. The other attended also agreed and gave me her name. What a horrible experience her not knowing I had the remains of my mother in my backpack and was already stressed enough.

Delay after delay due to ‘mechanical issues’. New plane arrives and we board but have to get off again due to a mechanical issue. Now we are back on the plane, delayed because of refueling. How? We were ready to take off an hour and a half ago with the amount of fuel we had. So far, we have been delayed 5 hours. They’ve changed our connecting flight once, but due to the fuel delay, we will miss that flight. American Airlines is NOT the airline to fly.

Horrible experience. Lost 2 days of my vacations because they had to rebook my flight due to maintenance issues with the planes. They did not give any other options. Take it or find another airline. I had never been so mad in my life.

I will never be using American Airlines again. They called themselves “old-fashioned” when they couldn’t manually enter a credit card, electronically process nor take a payment over the phone (that I waited over an hour for) for a pet, even though you can buy bags, tickets and all other services that way. This is not “old fashioned”, it’s absurd and ridiculous. The staff at check-in was rude and “helpless,” didn’t tag my pet or my checked bag when all other airlines have for 14 years of traveling with her.

Horrible Airlines, waiting over 2 hours on hold just for them to auto hang up on me. I will never fly with them again. their system is crap, they can see my flight on their end but I can't check in with my confirmation number or ticket number unless I call them and wait on hold

This is the first time and last time I fly with American Airlines. I should have sticked to United or Delta as they are always punctual. They kept delaying the flight over and over again. Now I’m going to miss picking up my rental and I’m not going to sleep properly for my traveling gig tomorrow.

So we arrived from JFK on time. We rode the Air Train from D Terminal Station 1 to D Terminal Station 4. We went straight to the gate. By the way, when you get to gate D60, there are TEN options there. Yes, I said TEN options. So I walk up to the first person that I see and she tells me to go to Gate 1, when actually my flight is at Gate 10. It's only about 10 to 20 yards away, but nonetheless, I walk over there and when I arrive, they tell me boarding is closed. The gate agent continues to allow AMERICAN AIRLINES EMPLOYEES who were on STANDBY to board the plane. My flight is not due to depart for 11-12 minutes, but the agent insists that boarding is closed 15 minutes before takeoff. (Even though they continue to board standby employees.) Then, the flight gets delayed 20 minutes and they still won't let us board. I WILL NEVER FLY AMERICAN AIRLINES AGAIN!!! (We had been at the gate for several minutes before the photos were taken.)

Booked first class travel. Lost my first-class seat due to being rebooked. Got rebooked several times and lost a day getting to my destination. Arrived a day late. I did get a refund of 61 dollars for my lost seat. Not sure how that was figured.

American Airlines completely derailed our trip to Italy — and their response has been beyond disappointing. What should have been an incredible trip turned into one of the most stressful travel experiences I’ve ever had because of American Airlines. My sister and I booked a round-trip itinerary through American Airlines to Italy. From the very start, the trip was plagued with issues caused by delays, cancellations, and lack of communication from the airline. Our travel quickly spiraled into a mess of problems:

This is my first time fighting with American Airlines. They've changed the flight times on multiple occasions. The flight had a 1 hour layover which changed to 2 hours which is now at 4 hours. I should've known better. Every time someone I knows flies American, their plane is hours delayed. This is the first and last time I'll ever fly with this airline.

I am currently waiting in the DCA airport for a flight that has (so far) been delayed over three hours. As if that weren’t bad enough, American Airlines changed the seats I picked and moved me from an aisle seat to a middle seat four rows farther back. It’s worth noting, I checked in early to specifically get an aisle seat because I have IBS and must make frequent trips to the restroom. And finally, somehow our flight’s length went from 2 hours to almost three. How does that even happen? This airline is neither timely nor honors the contract you originally made. Do not fly American Airlines.

Hello! I think any professional like doctor, eng, army should not travel such a horrible airline, just to safe few dollars. I selected AA from Chicago as it is hub for aa. This is my 4th round flight from ord to Atlanta. Every time my flight which is to depart 6.54 pm departed 10-10.30 and I reach Atlanta in morning after 1 am and reach home after 2.30 pm. How they disrespect your time is worst than any other airline, I have experienced traveling on and off for 40 yrs. They do not have remorse for our time. They have no customer service, manners, we treat our pets much better than how they treat their customers. They need to change their name from aa to savage airline. They want receipt for harassment of customer.

Dear Consumers and American Airlines support staff, My husband and I recently, March 3, 2026, travelled from Santa Barbara to Savannah with his 92 year old incapacitated father. As you can imagine, we planned as much as possible. The transport from ticket counter to drop off in SAV went amazingly smooth due to the tremendous support from American Airlines ground support and staff. Getting Dad from wheel chair to aisle chair to seat, four times, on two different flights with less than an hour for connection, WOOW! Everyone jumped in without hesitation, making sure we made our connecting flight. Thank you American Airlines, what seemed an impossible task has become an answer to many prayers. SPECIAL SHOUT OUT TO THE Manager at DFW responsible for PRM assistance!

Always delayed and delayed and then you get a flight cancellation and no refund. It’s ridiculous and I will NEVER fly this airline again. They are awful when it comes to communication and I’m so disappointed.

I do not believe I have had a single American Airlines flight out of Wilmington leave on time. This time it was maintenance issues. Last time it was... maintenance issues. 20 years ago when they ruined my honeymoon? Same. American Airlines is a miserable failure with atrocious costs and nonexistent reliability. Start holding the scumbag airlines accountable by requiring reimbursement for wasted time.

Had to change plans and return 1 day later from a trip for 3 scheduled two months in advance, I'm being charge $819.00 extra just to make that change! Beware booking on American Airlines! "Customer support" isn't at all helpful.

American Airlines is the ABSOLUTE worst. Used to be a good airline... not anymore. I have Executive Platinum status and am switching airlines. Delayed... Delayed... Delayed... Delayed... Canceled. Typical with AA. It's no surprise they have a 1.2 out of 5 rating. God awful!!

I have been travel all this months for work. American Airlines always delayed the flight. Doesn’t matter from where to where. Staff very rude. Bath smells, higher tickets prices. Highly don’t recommend this airline.

Delayed flights, they rebook us, not enough time to get from 1 flight to another, skytram been down for weeks, they are not accounting for it. Missed our connection, no help. We were to have wheelchair help. Nope, no one came. Been here since 9:30 am and now the next flight delayed again. Won't fly on here ever again. One star is too much.

I have been flying this airline for over 40 years. Their service has gone downhill especially since the "pandemic" and they make it very difficult to get ANY SUPPORT. None of the working employees seem to be able to remedy flight delays, cancellations or offer ANY COMPENSATION in favor of the customer! High fares, they've all become a monopoly so it doesn't matter how the treat vou. Stuck in Colorado. Cancelling our flight for 5 days. Always citing weather here or there or anywhere you try to fly because they don't need to cover their expenses, ordinary people's lives or real responsibilities. They made us wait in the airport for 7 hours before canceling so we could actually then try to find an alternative route which they offered none.

American Airlines is terrible every time I have to fly with them. Flights constantly get delayed and cancelled. Old and dated fleet. Terrible customer service. Avoid at all costs.

I would give negative stars if that was an option. American Airlines agent cancelled my trip by mistake made on their behalf, with no direction or permission from me to do so. When I asked the agent to rebook the same trip for me, the agent told me I needed to wait for my refund to rebook it or rebook it again at my own expense. Afterwards, I reached out multiple times to various personnel with American Airlines and long story short, they told me that my ticket was a non-refundable ticket and that I was not eligible for a refund. I explained to them that I had no intentions of cancelling a non-refundable ticket nor would I have cancelled it but the American Airlines agent cancelled this ticket without my permission. To date, I have not received a refund for their screw up. I would absolutely not recommend American Airlines to anyone. It is not worth the hassle and they cannot be trusted to treat customers fairly.

If I could give American zero stars I would. I booked a flight to attend my Mother's Funeral and utilized points I had earned to use towards additional flights for my children. I needed to change our return flight and was told by AA Advantage that I would need to request a refund for points used and could not use them on the rebooked flight. Spent an additional $1500 on three flights that could have been handled by one department.

I came down with the flu the day of my flight which obviously I couldn't take. I was hoping I'd be better in 24-48 hours as the flu a lot of times can be, and then I would book a different flight to my destination, but use my originally booked flight home. THEY CANCELLED BOTH! Called me a no show (Yes for the initial flight out) but how can I no show a flight that is still 4 days out?!?! It's basically theft at this point because you know they'll resell that seat and make more money. Horrible company! Horrible Customer service!

Pilot didn't show up New Years day in Phoenix causing us to miss our connecting flight out of Miami. This caused us to miss two days at our prepaid resort in Bonaire. No compensation by the airlines or the resort. They also lost our luggage. In addition, we were in line at customer service for 8 hours to figure out another connecting flight.

A flight delay caused me to miss my layover, and flew me to Texas and stay there overnight. They refused to give me any accommodations for food or sleeping. So not only did I lose half a day, but I lost money by needed to pay for food, and pay for parking.

AA on the app state they will assign a seat if you choose basic economy. This is untrue and they left my wife without a seat. Basic economy is a standby mode. Their pricing is misleading and will leave you stranded. I am Platinum for life on AA but after numerous bad experiences I will never choose one of their flights again. It’s no longer an honorable/honest airline.

American Airlines is what happens when an airline actively hates its passengers. Delays are guaranteed, explanations are fictional, and customer service agents treat you like you personally crashed the plane. Flying American isn’t transportation—it’s a character-building exercise you didn’t consent to. I would rather teleport, walk, or be launched from a cannon.

My recent experience with Jazzmine at the American Airlines check-in counter in El Paso was absolutely unacceptable. She came across as rude, impatient, and completely uninterested in helping passengers. When I asked a few simple questions, she responded with a dismissive attitude and made me feel like I was inconveniencing her just for asking. It’s shocking that someone with such poor customer service skills is representing American Airlines. Her lack of professionalism and courtesy created an unnecessarily stressful start to my trip. This was one of the worst check-in experiences I’ve ever had, and I sincerely hope American Airlines addresses this issue and holds their staff to higher standards of respect and communication.

Extreme award pricing volatility and unacceptable customer service while attempting to book travel using AAdvantage miles on 1/5/26. I filed an official complaint online, received an email confirming receipt and assuring me the incident would be evaluated and now, one-month later, have heard nothing. Frustrated that as a long-time AAdvantage member, the booking process was so horrific, but now also at the lack of customer service and care. Will not be flying AA again, and will be closing my AAdvantage card.

I understand delays but what I don’t understand is poor communication and customer service to passengers having to wait. Kindness and information go far.

American Airlines just showed (with the recent storms) how poorly managed they are. Flight crews being stranded, corporate not know where they were, crews sleeping on airport floors. Perhaps their PSA employees finally had a contract (it’s been over two years without a contract) employees might be willing to put up with this disorganization. But, they don’t. Wonder why the stock is less than $14 a share and Delta is almost $70. Fly Delta.

If I could give zero stars I would as this is perhaps the worst customer service experience I have ever encountered. My wife and I were ticked to fly on a flight on American to Charlotte. There were weather delays, but at the time of departure other airlines were able to to land in Charlotte. However, American kept posting delay after delay with no one at the counter to explain what was going on and ultimately ended up canceling our flight and several others, not due to weather, but due to their crews 'timing out'. It was at this point that the fun began and we were forced to stay at a hotel for the night (no refund for the cost of the hotel and no offer of meal vouchers). Because our bag was on the flight that was cancelled we stood in a line for nearly 2 hours to try to get our bag back only to be told that that was not possible and that it would be delivered to Charlotte on the next flight and then would be delivered to our home.

I booked an airline ticket online as I am moving away and opened up a credit card through citi card AAdvantage to receive a free first bag and 200.00 credit per offer. My app says my ticket is all set w 2 bags but my email does not show bags. After 5 hours w CS on the phone I was told I cannot be frustrated, that I was not focusing on the solution and I was wrong. Despite doing everything I was told I still have 2 bags showing online but CS saying my bags are canceled. I can't add bags nor are they comping my first bag since my AA member # was removed from my purchase from the CS rep. I am not getting my 200.00 credit and no one seems to know why my app and online shows I have 2 bags but on their end I have no bags. They do not know what will happen at airport and what I need to do to fix it.

If I couLD give them zero stars I would. Both our flights delayed by hours!! No other flight delays on boards at all. DO NOT FLY AMERICAN!! ABSOLUTELY HORRIBLE EXPERIENCE!!

Hello, Let me start off by saying that even though the employees themselves are not at fault. THE AIRLINE is responsible for everything me and my family had to go through; this caused distress and emotionally and physical strain. We had a flight from Newark to Miami at 6:30pm but it delayed over and over and over again. We were finally told at 8pm that the pilot is LATE! I’m sorry but why overbook your pilots and delay an international flight. That is very irresponsible of a very well known, busy, wealthy airline. I can understand a slight delay but to get on the plane and having to DISEMBARK due to the pilot being over 3 hours later! DEFINITELY NOT!

American seems to make it extraordinarily difficult to obtain your bags when your flight is canceled. People don't have time to wait around the airport for days on end, waiting for AA to remove their bags from the plane and send them to baggage claim. The baggage claim employees (at PHL anyway) don't seem to know what the proper process is for getting one's bags returned and American Airlines makes it nearly impossible to look it up (bag tracking doesn't get updated) or reach a live human being. If you go to their website for information, no matter what you try to do to inquire about your baggage you end up on the same web form that is useless. And they wonder why no one wants to check their bags. I am now assuming I will never see my stuff again. Oh, and the web form won't even allow me to make a claim because I need a claim number that was never provided to me by the baggage claim rep when I told him to submit a report.

Horrible customer service. Our flight Phoenix to Dallas on at 620 pm on 1/27 got cancelled while all Southwest flights had no issues going to Dallas on the same day and at the same time American flight got cancelled and the lady at the rebooking at customer service was very rude, no compassion at all. I asked what happens to the baggage that we checked for the cancelled flight and she said, "It would have gone to Dallas," then I said, "We just checked in and we need those bags for my parents either international travel on the next day." She asked me to describe the bags and I asked, "Is there a way to track with the baggage no.?"

Vacation ruined worst experience ever. Waited until 8 pm in the extreme cold to cancel and not have any voucher to people to stay. Canceled 10 times. Just awful we can’t even get our bags. What a call they’ve made.

After waiting online for one hour AND 20 minutes to be transfer, I hung up and now trying again. Waiting to be called back again. The only reason I use American Airlines is because Delta doesn't fly direct, but United does. Will give them a try,

The AA169 on 1/18/2026 was delayed by over 11 hours, and when I checked in with 3 luggages they charged me the wrong amount, and I knew it. I told them the guy name Gregory and his supervisor that is the wrong amount showing both websites from AA and JAL they both started $200. They insisted that I need to pay $400 and check with the airlines. Now I called both airlines and emailed about 10 times. They finally offered me a voucher, but I'm looking to get my money back. While I'm in Japan, I get a phone call from the customer service at 3 am and 5 am. Is this some kind of scam this company is pulling on me? I don't recommend to anyone to fly American Airlines.

Nightmare dealing with most of the employees here at LAX and the customer service and customer relations. Flight 169 started with email delay notifications. So many of them. Ended up 11 hours and 15 minutes so far. When I checked in I checked in 3 suitcases, but first 2 were covered, however they charged me $400. I asked for a reason why the price is double. They say the reservation was made by JAL. I looked at JAL website and AA website and they both shows $200 for the 3rd luggage, but for some reason they charged me double, and told me to check with JAL. So I did. JAL says AA holds my money, so they have to handle the refund. AA says even though you are flying AA JAL is in charge of refunding money. That statement did not make sense at all. I don't know what to do because both parties say they can't handle the situation. I think I got scammed.

If I could give AA a ZERO I would. I bought my ticket with an AA representative for Houston TX to Las Vegas NV on January 1st 2026. I had $187 credit from my Hawaiian ticket cancellation in Oct 2025. I took a loss of $99 due to my family emergency health issues, and they said I bought a non refundable ticket. After paying the difference to purchase my new ticket. I'm now at the Houston Airport, and must check in my carry on due to TSA Rules for a battery generator. I was wheeled back to the counter, checked my carry on in, got a claim check, quickly wheeled back to TSA, then to my gate so I won't miss my flight.

The only reason it's 4 stars because both of my flights were delayed but everything else was on point. When my baggage was lost they found it and It was delivered the next day and received a refund and they also sent me a meal voucher for my troubles.

My family and I were 3 of the individuals with a cancelled flight on January 3rd from the Caribbean. We were told by American that our flight would automatically get rebooked. It was not. I went to the airport and spoke with an American Airlines representative and was told they would not rebook and I would not be eligible for a refund. I was told I would have to pay out of pocket for a new flight which was six days later. My family was not alone. We were abandoned by the airline and had to find a place to stay, which was also out of pocket. American stated since it was due to a Government issue, they were not responsible for rebooking or for refunds. I will NEVER fly American again. We spent more than 8000 dollars for 6 nights of a hotel and a flight with another airline. I can’t believe this is legal! Buyer beware and pay a little more for a reputable airline. United and Delta were working hard to rebook passengers.

Had flight booked to key west for over a month. They involuntarily rebooked me and skip the next flight which amounted to me spending 8 hours in the miami airport when flights were still available that would have only left me in miami for 2 hours. Impossible to get any help online or on telephone.

AA Pilots: 5★ — safe, smooth, on-time landings. To Miami Boeing 787: 5★ — fly in comfy first/business class cabin, good food. TO Miami Flight attendants: 3★ — met expectations. Customer service(via phone): -1★ — mostly unhelpful; only one rep tried. From Miami Airport staff: –1★ — refused check-in help until supervisor stepped in. Return flight (AA 737): 0★ — AA marketed as first class, felt like premium economy; cold, poor food. Luggage handling: 0★— First-class luggage can be last out; other airlines usually do first-in, first-out. Return Flight attendants: 1★ — only provided service after requesting. Overall: Would not fly AA unless no choice. Buyer beware: AA first class ($3500/1 round trip) ≈ other better airlines’ premium economy!!

My flight has been delayed 6 times so far and I still don’t have a clear answer from American Airlines for when I can leave this airport. Representatives told me they have staffing issues and logistical problems but AA takes no responsibility and claim they are not authorized to provide assistance. They can’t even give us a straight answer about updated flight schedules. They refuse to book us on alternate flights with partner airlines, no hotel accommodations, no meal vouchers, nothing. On top of that they have possession of my checked luggage so I’ve been without my personal belongings all night long. This is by far the absolute worst experience I’ve ever had. AVOID AMERICAN AIRLINES AT ALL COSTS.

I purchased an airline ticket with American Airlines for travel to Japan, with a connection in the United States. However, due to circumstances beyond my control—specifically, a delay in the issuance of my visa—I was unable to take the trip on the originally scheduled date. As a result, I canceled the ticket on July 24, 2023, fully aware that it was a non-refundable fare, but with the formal assurance that the amount paid would be converted into a Flight Credit for future use, as confirmed in an official communication from the airline.

They penalize you for planning ahead. Cancel flights months in advance with no notice, and don't even rebook your seats without having to spend hours on chat with "customer service". Then when you point out that this has been a huge inconvenience, and the flights are now worse, but still the same price they won't do anything to compensate you for the trouble or diminished product. Our airline system is broken, and American Airlines doesn't give a damn about its customers.

By far the best airline ever. I travel at least 20 times a year and find American to be best as far as service and quality goes. Their loyalty program surpasses any other airline. Lower mileage requirements and more seats to all over the world. Based on schedules, I have used many other airlines, budget, high end and so on. American is the one which gained my respect. I use them most of the time and every time I travel, they really surpass my expectations and believe me, I am very hard to please.. During 45 years of using them, I seldom had an unresolved issue. Keep up the good work. Thank you American Airlines.

Good afternoon, I am writing this letter with sincere gratitude and deep appreciation to formally commend Mrs. Seeranie ** for the extraordinary customer service she provided during one of the most stressful and emotional travel experiences I have ever encountered. On the day of my scheduled international flight to St. Kitts, I arrived at the ticket counter excited and full of anticipation, as I was finally going to spend the Christmas and New Year holidays with my family. Unfortunately, that excitement quickly turned into devastation when I was informed that my passport card could not be used for international travel to St. Kitts. Until that moment, I was completely unaware of this restriction.

I am extremely frustrated. No one seems to care about my nonstop flight being cancelled making me miss my granddaughter’s 2nd birthday. My mother is also terrified of flying - which is another reason I needed a nonstop flight. I’ve spoken with three American Airlines employees and all have been extremely rude and uncaring about the situation. I simply requested first class upgrades due to the situation out of our control and to make my mother feel more comfortable. Dealing with this has been extremely stressful!

If I could leave minus 5 stars, I would. I had to fly from Atlanta through Dallas to Mexico. It was a very early flight (7 am). The check in experience was HORRIBLE!!!! There were several long lines of people wondering what to do. There was barely anyone to help or assist. The check in desks were not working. We had to wait on one line to check in ourselves and the bags via the kiosks (wait time was about 15 minutes).

We have been planning our trip of a lifetime to Antarctica for two years and we were talked into trying the new American Airlines Flagship service on their brand new wide body planes. We had three separate legs to fly, but the longest was close to 11 hours. The Flagship service sounded amazing to lie flat and sleep and listen to music or watch movies in a cozy cabin, except that’s not the case.

Our flight got canceled due to inclement weather, which was fine. But instead of putting us on the next available flight they made us wait 2 days, forcing us to get a hotel and miss work for 2 extra days. We also had to pay $120 extra just to get a seat on our connecting flight. We finally get on our connecting flight after several delays and there are multiple passengers with the same seats. They finally get that all sorted out and they say that we have to wait because the plane is too heavy so they have to take fuel off. 2000lbs of fuel (it is supposed to be a half hour flight). Total unprofessionalism and honestly very embarrassing. Definitely will not ever fly American Airlines again. -7/10 will never recommend.

We had and having poor experience with American Airlines Advantage program!! We have been reaching out to them many times, however, we had and having horrible experience, poor customer service with very arrogant and aggressive attitude!!! Not professional, non-customer oriented, unfriendly, very arrogant and aggressive!!! They don’t care customers at all!!! Definitely not recommended it.

I booked a flight that offered Flagship First seats. Those seats included lay flat seats along with several other amenities distinct from other First class seats. I paid a premium of miles for upgrade to those specific Flagship First seats that were advertised. American canceled the flight and due to aircraft change put me in regular First class seat on another flight. I assumed common sense would prevail and I would be offered a refund based on not getting the seats I was promised, but AA is no longer a trusted airline. As a credit card holder, platinum pro member and long term flyer evidently I am not valued as a customer and after multiple attempts AA has chosen not to make right. Don't trust them.

American Airlines informed me that the cabin I originally booked was no longer available, even though the flight itself was not canceled. When I called, they told me that due to a schedule change, the cabin I had reserved was no longer offered. I asked to be placed back on the same flight, but they said it was already sold out.

Flew AA JFK – Miami afternoon flight. Flight was in complete darkness. Flight attendants were rude. Did not ask if we would like a snack instead waved the biscuit in the air. When I asked for a biscuit, the attendant told me that “had offered it to me and I didn’t want it”. No lady, I couldn’t see you in the dark and it’s OK for me to ask for something, particularly as you’re currently doing service.

They lied and changed my plane ticket to a bus ticket from O'Hare airport! Unbelievable! I never heard of such a thing in my life. I have been flying for decades and suddenly I'm told after I thought I was. Boarding my flight, that I had to get on a bus. And what's even worse, I have to go on a bus for my return "flight." Other passengers were also in shock. It takes more than double the time to arrive. My ticket was not any cheaper and they certainly on all communication said it was a flight, not a bus trip! I will never fly American Airlines again! Obviously they don't care about their reputation or their customers!

I’m very, very upset. My late husband’s suitcase was broken. And my things were taken out, I was coming back from Punta Cana with my granddaughter and all of the things I had bought and things I used were stolen, the zipper was broken and all of my valuables were stolen.

Response from American Airlines after a complaint was filed with the Better Business Bureau: "As part of our partnership with the Better Business Bureau, Thank you for bringing this matter to our attention. We sincerely apologize that your flight experience from Dallas did not go smoothly. I regret that you didn't receive the Preferred Seat that you purchased. I can only imagine how disappointed you were to not receive the extra legroom. Our Main Cabin Extra seats are purchased as nonrefundable. In this case; however, your seat does not qualify for a refund. I regret any disappointment this may cause. I apologize that you went three days without your luggage and incurred expenses. I can easily understand your frustration.

I had the worst travel experience of my life at Dallas Fort Worth International Airport due to a complete failure by American Airlines, DFW Customs, and DFW TSA. My flight from SJD (San José del Cabo) departed on time on December 14th at 3:34 PM and arrived at DFW at 7:25 PM. American Airlines booked my connecting flight to RDU (Raleigh) with boarding at 8:11 PM and departure at 8:51 PM, which is an unreasonable and unrealistic connection for an international arrival that requires customs and TSA re-screening.

This airline is a nightmare!! I don’t even want to fly again after the crap they are pulling. Delay after delay after delay. They schedule flights without having crews available. Literally 9 hours of hanging around at the airport waiting for them to get it together. Never again!

Spent 17 hours in the Phoenix airport with my son because of a canceled air miles ticket. Had to purchase another ticket and nobody could help. Was a joke. Nobody could figure it out and no refund. Spent a bunch of money surviving the day. Was horrible.

Great start to our Sunday travel, subpar finish thanks to thin-skinned, poorly trained AA representatives. Here's what happened. Our AA flight was Sunday at 9pm out of Phoenix. Due to maintenance it was delayed until 11:30pm, arriving in Milwaukee at 3:30am. We opted to change our flight to the next morning and accept AA's offer for a hotel stay in Phoenix, an Uber voucher and small food voucher. I appreciated how they handled it. We had our bags and were in the hotel within a reasonable amount of time.

American Airlines, please make sure you are hiring mature, professional staff. Today, an entire plane full of passengers was kept waiting for over an hour and a half while we were repeatedly given inaccurate information. After all that, we were told to deplane because two flight attendants had an argument and one of them walked off the aircraft. This is completely unacceptable. Passengers should never be left stranded due to internal staff conflicts, and we certainly shouldn’t be misled about what’s happening. Is this really how your team is trained to handle situations?

What a nightmare experience. Had to fly to Minnesota for work from Texas. On the way there, at Chicago O'Hare airport. Flight kept getting delayed and kept changing gates almost every hour. Original flight was supposed to take off around 5 pm we finally left Chicago around 11 pm. I wasn't prepared for the trip back. The night before they cancelled a connecting flight from Chicago to Dallas and booked me on a flight to Dayton Ohio to connect to Dallas. Got on the Dayton flight almost took off, and pilot abruptly slams on breaks. Comes on. Says a maintenance issue.

HOW ABOUT THIS ONE TO CHEW ON!!! (FROM MY FACEBOOK PAGE) SO, I was supposed to leave for Thanksgiving on 11/25, but due to a serious medical emergency, I was unable to make the flight. Before my flight, my doctor signed a pre-typed & signed note stating I was unable to travel, and I had to cancel both of my flights. BREEZE AIRWAYS refunded in 48 hours, and sent me a nice message. AMERICAN AIRLINES denied my refund, so I went through WELL FARGO. I will never use AMERICAN AIRLINES ever again! THANK YOU, HERBERT **

Flew from California the other day on a 4 hour flight. The captain announced at the beginning that the wifi might be sporadic for the entertainment feature. Sure enough, it didn't work at all, so no-one could watch a movie for the 4 hours we were in the air. Not good. I was wondering if the captain of that plane has to say that for every flight for however long it takes them to correct it? One last thing, I have witnessed many times when a passenger comes onto the plane with a carry on, and a back pack. The back pack is supposed to go under the seat, but instead, both items are put into the overhead. Then the poor people who board last have to check their bags. They should announce that only one item can go into the overhead, that way more people would have room for their carry ons.

I recently started flying American because they have a lot more flight times than other airlines. This has proven to be a bad idea. 2 out of 3 flights have had significant delays to the point I need to rebook. One time my connecting flight was with a different airline so American wouldn't help at all. I ended up having to pay to rebook with the other airline, pay to book a hotel, pay my sitter for an extra day and pay extra for meals. American at first offered nothing then did give me 5000 miles but that's nothing compared to what it cost me. The second time they have made me late. Now they are telling me I can book another flight at my expense and they will give me a credit to fly them in the future. That is just insulting. They make zero effort to make it right.

I've been waiting for about 8 hours. The flight delayed 4 times! 2 of them because of the airplane issues, this is unacceptable! spending 8 hours at the airport is not normal. I should be home by now but I'm not.

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.

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 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.

Do not fly with American Airlines! I went to Jamaica from Sept 26 to Sept 30 for my boyfriend's birthday. They destroyed my luggage and broke two wheels and ripped my boyfriend's luggage, and not only are they refusing to pay for the damages, but they are making the process for receiving a travel credit or some type of reimbursement impossible. We've had our bags for over a decade, so there's no receipt or bank statement available. I am not giving up, but this was absolutely ridiculous. Save yourself the trouble and book a flight with another airline!

TERRIBLE customer service. Multimillion dollar company making me eat $300 for their mistake. Apparently they have poor training for their representatives because I'm basically being told that even though I did exactly what the representative told me to do. I am going to have to eat my own money for their 8 hour delay and me getting into Chicago at 2 AM and needing to book my own hotel for the night, with my own money. Disgusted with this airline.

This used to be a great airline. Recently, had a severe delay of over ten hours on a common route. And I figured well things happen. Give them another chance and the same thing happened. Fool me once shame on you, fool me twice shame on me.

I reached out to the customer relations dept. I responded to them with the information requested. Now I'm not getting any response from them for 5 days now. Tried calling the person and they say no such extension. This is very disturbing and frustrating. They don't seem to care.

Once again, after already having two gate changes in terminal B at Fort Worth, they switch us to Terminal D with only 20 minutes before boarding. That means a hike to the tram and then another long walk to the new gate. I have a bad knee and now it will be blown up all week at the trade show I am heading to. This is the last straw with AA. I am done. I am canceling return flight and will never fly this airline again. I see they only garner a 1.2 rating already. I do feel sorry for all the people that work here. This should serve as a poster child of way the SEC should not allow companies to get this large. As an airline the only term that comes to mind is worthless. Avoid them like the plague.

In a situation that deserved a 1 star based on the behaviors of the gate agents at RDU on 9/19/25 flight AA1998, Jennifer ** made right on the EP hotline that night. She is an icon of what customer service should look like. She made me feel like I mattered. She was kind and genuine. Even when she told me no, it was a no but, "Let's see how I can help." She was apologetic without accepting blame. She was appreciative and supportive of me and validated my feelings relating to my cancelled flight. She was an angel and is a Team Member that American Airlines CANNOT AFFORD TO LOSE. With the declining level of service across American Airlines, my brand loyalty was beginning to waffle after 15 years... But Jennifer fixed that for me and for American Airlines.

I paid for seats for my wife and I on all legs of a trip when buying tickets in February, 2025 but our seat selections were dropped on one leg of our trip going and one leg coming back due to a schedule change made by American (we did not request the change) and I had to buy the seats again at a much higher price ($158.70 vs. $34.55 paid originally)

My husband and I endured a 24 hour delay on an international American Airlines flight. We were given separate flight rebookings and had to make separate transportation plans upon arrival. We are elderly and this was extremely difficult for me. We were given no compensation for this missed flight and lost first day and night in London, even though we have Frequent Flyer status with American Airlines and hold Platinum credit cards with this Airlines company.

Dallas had an outage for some reason that was never explained. We were booked on a later flight, that got canceled due to congestion at 9:45 pm, we were told. Upon rebooking again, our flight was to leave the next day. I asked about a motel. We were told the motels just showed white, they couldn’t book anything. I’m too old to be sleeping on the floor of an airport. It was the most miserable night. The damn speakers playing commercials.

In September of 2024 we booked a trip from Flagstaff, AZ to Naugatuck, CT. The trip was scheduled for May 2025. The cost was $1951.90. After the trip was booked, I happened to check a veteran friendly site the next day and found a package that offered the flight (same price) and vehicle for a better price than getting the car separate. Anyway, I cancelled the initial ticket and purchased the better priced package. Seems that I fell outside the 24 hour window by just about an hour. I was issued a trip credit that would expired on 11 Sep 2025. I attempted to use the credit and it was not there. I contacted customer service, their response was they are looking into it, the case has been elevated, we're so sorry. I've sent numerous email about this, now that the date has pasted I'm being ghosted. We are retired seniors and can not afford to lose almost $2000 to a multi billion dollar company due to their incompetence.

The morning crew on 9.13.25 did an excellent job. They exceeded my expectations in every way and Kathy (I think was her name) is a great supervisor. I ran into problems and the crew got it sorted out and had me on my way and on time. Very efficient very professional and very pleasant to work with.

I provided all the information on online portal for my lost baggage claim. Now they claim it's been more than 30 days and can't do anything about it. I have all the records of communication and planning to sue them. I even provided them details in the email, yet they refuse to find my bag or issue any refund. Such a highway robbery!

Anniversary trip. We were supposed to land in Boston at 1130am. With a 30 min layover. 1st flight delayed and the rebooked us with a 13 hour layover. I had to ask to find a better flight. They tried to put us on different flights at first. Finally got a flight landing at 630pm and it's delayed. I fly multiple times a year. Just flew AA 3 weeks ago. This was the last time. Delta here I come.

This airline has become a complete wreck in recent years. I've traveled with them for the last 3 years and each month begets a worse experience. I only use them because I've built up so many points over the last 24 mos. Here's some advice based on my experiences.

I have had the worst experience with AA. They lost my luggage back in July and here we are and they cannot resolve the situation. I have spoken via phone email and chat to different people and they all give me a different answer but no resolution. They just give me the runaround. It's not my fault they lost my luggage but it seems they think it is.

American Airlines is not good. They seem to be having a lot of trouble keeping their schedules. It does not inspire you to want to fly with them when they keeping changing the ETA 1 hour at a time or when they put you on the plane and you sit on the runway for an hour before they taxi back to the gate. It does not make you feel secure when they are taking the engine apart while you watch out the window and then you are supposed to get on that plane. If you manage to get a concession out of them it will probably be a hotel voucher. Do not go to the hotel they give you a voucher for it will be a dive. A good chance the toilet will be flooding the bathroom, it will be in a bad part of town and have a bunch of unsavory sorts around. Also the promise of shuttles in a timely way... I wouldn't count on it. The staff may or may not be helpful, but they definitely will have trouble being helpful because no one will know what is going on.

The American Airlines staff was rude. The plane is old and had small seats. There were no TVs for entertainment. The staff made me check a bag even though I only had one carry on and one personal item. Would not fly this airline again.

This airline is the worst. I have never experienced something like this before. I had a fight to Aguadilla, Puerto Rico from Newark Airport. We make sure to be on time. Our flight was boarding at 7:09. We checked in. They were pulling some people because of their bag size and charging them because the size this and that and I understand it took time to boarding for the ones that where on line. At the time of check-in, I requested a wheelchair for my mom that is 75 years old. They told me ok to wait and someone will be here for me shortly, that was a 3:47.

August 29 our flight 1971 to Philadelphia from Cancun. We had an expected a long wait in Philadelphia of 5 hours before boarding our connecting flight to State College. Sitting in Cancun our flight (1971) was delayed 3 times and ended up 3+ hours late. The crew said had no idea why they were delayed. We lost more time over Florida because of weather. When we finally landed in Philadelphia we sat on the tarmac for 20 minutes because a plane in front of us had mechanical problems and we couldn't get to our gate.

When I never imagined it possible, American Airlines has risen to yet another level of incompetence. It was already going to be a challenge getting from the very last E gate to Terminal B in the hour we had—since it was dinner time it would have been nice pick something up to eat on the way to the plane. We landed in CLT with plenty of time to that trek all the way across all terminals, but there was NO gate attendant to work the jet bridge!!!

I strongly recommend that don’t travel with this airline. Flights always have delays or cancellation. Anyway just wanted to give a heads up that if you buy ticket with this airline there highly chance to be regretted.

I'm shocked at the horribly unreliable service at this Airline. Out of 4 flights in the past year, 2 were canceled and 1 had luggage sent to the wrong destination. This airline provides no reason for sudden canceled flights, then reschedules you for a flight 5 hours in the opposite direction of your destination, only to extend your destination 16 hours. NEVER AGAIN.