American Airlines Reviews

My experience was with the staff at the American Airlines in Wilmington, NC. Our flight was canceled - there was 5 of us and one had a wheelchair with very limited mobility. The staff was patient with us and were amazing in getting us the best possible flights to get home. We lost a day to canceled/delays due to weather mostly, but our experience would have been much worse without their kindness and dedication. Kudos to their staff and thank you for all of your time and help getting us home! 😊

I finally got back to my house at 10 pm last night. I decided to drop another 500 dollars to book a plane ticket to Baltimore, then to Albany with Southwest. American Airlines should be ashamed of stranding us in the airport because of mechanical issues for two days on a plane and offering us nothing while we there or coming to a solution to get us home. Believe me, they will be getting a lengthy email and I will get my money back for that flight. What a complete and utter disaster. Never again am I flying with them!!

I am extremely disappointed and frustrated regarding the unacceptable experience my family and I endured while traveling with American Airlines. What should have been a routine trip home turned into an exhausting, stressful, and completely avoidable ordeal due to your company’s poor operational procedures, lack of communication, and incredibly unprofessional customer service. My family and I have been trying to get home since approximately 5:00 PM on August 3, and as I write this, it is now August 4, and we are still dealing with the aftermath of your company’s failures. This entire experience has been physically and emotionally draining.

I would give 0 but no option for that. I am with my 2 year old girl baby and 9 year old son stuck in Chicago which is supposed to be connecting flight to SLC now. Flight to SLC from Chicago was cancelled and rebooked flight to Dallas (now itinerary is Chicago to Dallas and to SLC) is getting delayed which is going reduce my possibility of boarding connecting flight almost to 0. Still Airline staffs are chilled and giving me use suggestions. I don't know when will I reach home!!!

If I could give lower than 1 I would. In one day I had two flights canceled, multiple gates changes and so many delays I can't count before canceling at 11pm.

The experience with American was from the outset, bad. All flights from them on our vacation were delayed for dubious reasons, mainly for from the pilots being WAY overly cautious on brake checks or paperwork, etc.. I will not be flying with them again and will instead be going with United or Delta.

My experience with American Airlines at JFK was truly exceptional. This was my first time traveling without purchasing flight insurance, and I was nervous when unexpected circumstances caused me to miss my flight by just three minutes. Before heading to the airport, I had to stop at an urgent care because I wasn't feeling well. Then I had to make one last stop at my business to take care of some urgent matters. What is normally a 30–40 minute drive to JFK ended up taking almost twice as long because of traffic, and unfortunately I arrived just after boarding had closed.

I am disgusted! I booked for Montego Bay Jamaica for the date I could go for them to inconvenience me and switch my flight from a Monday to the Sunday before Monday. Then on my way back they delayed my flight to when I was suppose to get home early the next morning until late night the next day! They horrible and I will never book with them again. Delta would never!!!!

I booked a flight back in March of this year for Aug 20, to depart at 10:07am and land at 12:39pm for me and my daughter. My flight got MOVED by AA to a 4pm departing and 6pm landing. I had spent well-earned miles and paid cash for the taxes. Yesterday July 27 I saw there are other options again - including the flight I originally booked. I tried to change my altered booking-- Was charged ADDITIONAL miles for the change but then ACCIDENTALLY booked the 10pm one instead of the 10am option. With a 4 year old, that won't work. I cancelled everything, distressed. Now the online portal says I don't have enough miles to rebook what I had originally done. I had to PAY MONEY and lost my miles. I called Customer Service yesterday and when I finally got a call back, I explained my issue and the woman hung up on me. I called back last night thinking the wait time would be less but it was 5 hours.

American Airlines provided a very disappointing experience on my recent flight. The flight was delayed, and the gate changes were confusing and poorly communicated, causing unnecessary stress and inconvenience. Overall, the service and organization did not meet expectations.

Well here we are, again. Screwed by American Airlines. Had a flight leaving Orlando today at 3:00pm and at 10:30am it’s already cancelled. Every time over the last five years flying down here the flights get delayed going and coming. Today it was cancelled. We had first class seats. Gone. Put us on another flight supposedly leaving at 5:30. No first class, didn’t even have us sitting together. We’re done. Rented a nice luxury SUV driving back. Not waiting for the next flight to get delayed or cancelled again. My money will never be spent with this terrible Airline again.

Priority service was much slower than the regular line. Check-in luggage was accepted 2 hours prior to the departure time only. Therefore, I could not even get to a lounge. AA doesn't even have their own lounge at ANC and is too cheap to make an agreement with Alaska Airlines to accept their business class customers. Customer service was non-existent. Complete waste of money.

Horrible service. My last travel with AA, they didn’t respond to the customer.

Flew American Philly to Key West in March. All flights home cancelled due to weather. I was able call in and rebook my partner for the next day, but could not get us a flight together. I called back to rebook my own flight, I was told they had nothing available for four days and all they could do was refund. I had a medical procedure scheduled so I had to fly within 3 days. I accepted the refund to book on another airline, and the first flight I found was on American for the third day. This was within minutes of the agent telling me they had no available flights.

After 2 delays and multiple gate changes, I missed boarding my flight and pleaded with the gate attendant to let me board because it was still at the gate when I got there. She said no and that she would help me rebook, but she never came back to help me. I was left stranded in Chicago with no resources, and my husband had to rebook a flight for me with a different company (Delta, thank you!) Just so I could get home the next day. I've never been stranded in an airport before, but it is just about the worst feeling in the world, especially with NO assistance. I will NEVER book American Airlines again and hope others can prevent this hassle.

To be clear this is a ZERO star review... Facing risky open heart surgery my wife booked a flight on UnAmerican Airlines to visit her family in Texas "just in case". Subsequently my wife was deemed "medically unable to fly" by four cardiologists/cardiac surgeons/cardiac thoracic surgeons and applied for a refund from UnAmerican Airlines. UnAmerican Airlines refused the refund. As an Army Aviation veteran I'm not afraid to climb corporate ladders. I sent a five page appeal, along with documentation from FOUR cardiologists/cardiac surgeons/cardiac thoratic surgeons to FIVE of UnAmerican Airlines top executives:

Avoid flying American Airlines (AA) if possible. We booked a trip to Rome from O'Hare airport in May, and a worker drove their utility truck into the plane, making a hole in the engine. AA then delayed the flight twice (as if they were going to fix it) and then cancelled the flight. After several hours, they got a smaller plane and loaded many passengers but left behind many others. Those left behind were scrambling to re-book flights to Rome, with very few seats available. We were delayed TWO DAYS and missed all 3 of our tours in Rome. No meals, hotels, transportation were offered (I guess you have to ask). My daughter did receive a meal ticket and it didn't even work. I filed a complaint, but it was basically "sorry" and we hope to see you again. Very disappointing experience!!!

On our flight to our vacation, they had us get on the plane then when we were about to take off, they said the plane had mechanical issues. They had everyone get off the plane. 2 hours later they got us on a working airplane. On our way back from our vacation our first flight was delayed 3 hours due to mechanical problems. That resulted in us missing our connecting flight and not getting home until the following day. We paid for a hotel then returned to the airport the next day for our next flight.

This was one of the most disappointing travel experiences I've had. Due to an extremely long TSA security line and a message from American Airlines indicating that I could change my flight, I attempted to do so, only to find out that the change could only be completed by phone. I requested a callback, but no one contacted me for over three hours. By the time I finally received assistance, all alternative flight options were gone, leaving me stranded at the airport. The lack of timely customer service was extremely frustrating. Based on this experience, I would not recommend this airline to others.

Well, we are stranded at Chicago O’Hare Airport overnight after our American Airlines flight was cancelled. Tried our best to get onto a flight to Waterloo at 1:40 AM and no one was at the gate to help rebook, and the guy on the hotline said they would let us on which gave us tremendous hope…well, the supervisor came and he said we could not get on even though they had plenty of room; he tried to direct us to customer service.

Customer service sucks. They won’t even transfer you to them to talk to someone. You have to fill out a form. I had to pay $400 more to get an e voucher on a $700 ticket that I had to cancel because of a death in the family and now they won’t honor it. Nowhere does it say there is an expiration date on it and we’re only talking 2 months. They will not even allow me to talk to a supervisor. I won’t be dealing with American Airlines again.

An absolutely unacceptable travel experience from beginning to end. After this trip, I will make every effort never to fly American Airlines again. Our first flight of the day out of New Orleans was delayed for more than six hours because of a mechanical issue—even though the aircraft had apparently been at the airport overnight. Because we could not wait that long, we arranged alternative transportation. American then automatically canceled every remaining segment of our itinerary.

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

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

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

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

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

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

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

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

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

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

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

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

I would like to thank Ms. ** flight attendant for flight 1102 from Cancun on 7/07/26. I am very afraid of flying, but she made it such an amazing experience by distracting me & by assuring me that everything was going to be ok! Thank you! Thank you again! Hope to run into you 1 day again!

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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.