American Airlines Reviews

Horrible airlines, they charge my card and when we show up we don't have a seat, and they don't return my money, customer service is horrible. They are in India, Guatemala, Mexico, they don't speak english and American Airlines don't care, don't buy any flight.

I had to cancel my flight due to a delayed USPS delivery. I contacted American Airlines customer support, and they assured me I would receive a refund minus $90 per ticket. Since I had a round-trip ticket, this meant $90 for each segment. They also instructed me to submit a separate reimbursement request for the ticket cost. However, in the end, American Airlines completely refused to process any refund.

Delayed flight out of Miami over two hours causing us to miss connecting flight to Portland. Rebooked automatically to have us fly to Phoenix and be stranded overnight and take a flight to Portland Wednesday 11/13 in the morning. Flight in Miami delayed again so we would miss our rebooked connecting flight in Miami to Phoenix so stranded in Miami overnight. Rebooked flight from Miami to PDX but it is not a nonstop like original, have a layover in Texas. American Airlines Booked us a hotel overnight only to show up and have them tell us there is no rooms available, this forced us to go back to airport to stay there overnight with our two kids. This forced us to pay for an Uber back to the airport. In total we are now going to arrive home more than 16 hours later from the original time that was booked. Loss of wages for two people, pet sitter additional day and night, Uber rides to hotel, both kids miss school, extra day of parking fees at airport.

Arrived at New Orleans airport to check-in two hours in advance. Apparently this place is worse than waiting on the cable man. I stood in line for an hour and forty-five minutes for a line of about 150 people and five lines. I finally got to the counter two minutes late and the aircraft was already gone. Wth. Boarding was two minutes earlier and they said they left early. What a load of crap. This is the last time I fly the crap airline and I fly every month. I hope it goes out of business and they all get dumped.

I never receive any of my emails from this company. Confirmations, receipts, etc... and when I call they can't be bothered to find out why. Instead, they tell me when I make my next booking to call them so they can look at it then to determine why.

Confiscated all my American Advantage Miles/Points – due to “expiration” (regardless of COVID force majeure situation). The other majors (e.g. Delta, United, etc.) do not “expire” people’s Points – only American Airlines does this. I wrote to the management, reminded about COVID – to no avail. The reply was: “no exceptions”. I’d flown around one million miles with American Airlines in the past, but will not fly with them in the future. They have no appreciation for loyalty. Other options do exist.

Avoid at all costs. If you have any issue with a flight it will be impossible to resolve because their customer service is non-existent. Save yourself the money, time and headache, buy from literally anyone else.

We need another airline instead of American Airlines. They have a lot of bad reviews which some of them I experienced myself. Please don’t use this Airline if you are on a business trip because you might get there 2 days after your arrival date.

I would give 0 stars if I could. I purchased tickets during a State of Emergency of the recent hurricanes in FL and ended up not having the right carriers to fly my cats. I even went to multiple stores that morning and they were all sold out. They did give me a credit. But I have requested several times for them to take our situation into consideration and give me back my money. We got hit hard with these hurricanes. Lost a lot of income. I'm a solo parent. I couldn't board due to the carrier guidelines. And they refused to take any of this into consideration. Never again! THEY DO NOT CARE ABOUT PEOPLE!!!!

@AmericanAir, it’s ridiculous that every time I speak with someone from customer service, I get a different answer for the same issue. Even the supervisors seem to have no idea what the rules are. As a frequent traveler, I am officially refusing to fly with your airline from this day forward. You have cost me an additional $600 for no reason. Sue (HV Dallas) told me I would receive a credit for my current flight, only for me to get back on the phone and be informed that I need to purchase a new flight and will not receive credit for the one I’m on. This is completely unacceptable. I’ve been getting the runaround since 4 a.m. today. I will be advising my company colleagues, friends, and family to avoid this airline. It’s already hard enough to reach destinations on time with you. I’ll be posting on all social platforms and leaving a Google review.

I was told over the phone that we could board up to 45 minutes before regular boarding time because of my son's disability, but when we were at the airport, I was told that's not possible because they aren't even allowed to let people on the plane until 37 minutes before takeoff, and we were only given a few minutes of pre-boarding time before everyone else started boarding. One flight gave us literally 5 seconds between when they called my son's name to when they started boarding business class. We didn't need 45 minutes of extra time, but more than a couple minutes would've been helpful because we had to carry in our bags + get a car seat buckled on the plane, all while holding on to a very energetic, wandering autistic child. That's very stressful to do with a long line of people behind us who we're worried about holding up.

I purchased a Flagship 1st Class ticket for a long haul, lie flat seat to Rome from Dallas. The price was approximately $3800 dollars with a standard ticket costing about $700 at the time. Due to a knee injury, it was important for me to have the ability to lie flat, which is why I purchased that specific seat type. After the flight reached a safe altitude to adjust our seats, the captain allowed us to unbuckle our seatbelts and walk around the cabin. I realized my electronic control panel was not working and I was unable to move my seat. I called Michelle and Mats, the flight attendants serving our area, and notified them of the issue. Michelle let me know the seat was known to be broken and could not be adjusted through the control panel due to a power failure. Any seat manipulation would require it to be done manually by two flight attendants.

American Airlines has terrible customer service. They try to shift blame away from themselves in order avoid responsibility to their customers. On our planned trip to Oaxaca from Dallas, they delayed the flight by 1 hr to try await a late flight with a lot of layover passengers. This delay pushed us well into the peak of bad weather, which then triggered us to drive around the tarmac for 3 hours, which then required us to dock back and refuel, and then we drove around the tarmac for another hour leading us on that we were going to take flight at any moment, before finally quietly taking us back to the terminal, likely because the staff has met their work time limits.

American Airlines will force you to gate check your bag long before the overhead space is gone for their convenience. Their crew was rude and pushy and I have never experienced that on the 4 other airlines I regularly use.

Horrid. Unexplained delays, last minute rebooking of connectors. Lost bags like bags that went to a state that was not on our itinerary at all. Not great customer service. Pilots did okay, thank goodness. They pretty much tripled our travel time.

I paid $70 online to check my bag. I then got to the kiosk. It offered a free bag check and I had already paid in advance. My bag was 10 over and my husband's was 6 and she was saying it would then be 200 because of our tickets being the cheapest and that’s why so I asked if I upgraded our seats would it be cheaper. The lady ignored me. Rolled her eyes in the middle of our conversation. Answers the phone!! She had horrible customer service. She didn’t smile at all and was being super rude. Paying 200 extra just saying I was “group 9 and couldn’t get an upgrade with my status” without even checking. It's nice to know if you aren’t first class you don’t get respect from this airline's workers. Won’t be flying again and will definitely be letting my family and friends know.

I'm a disabled vet and my wife is frail. Both age 70, we arrived in Chicago from New Orleans ahead of schedule, but then the plane taxied for approximately 50 minutes while it waited for a gate to open. We deplaned about the same time our connecting flight's door shut. At the connecting flight's gate, we were booked standby on the next available 6 hours later and implied that we would get a seat as high priority. What they didn't tell us is the flight was already overbooked. We waited and just before boarding were informed no seats were available.

I have been trying to obtain a refund since June 2024. American told me two months ago that they would refund the full amount of my tickets, but to this date, they have not. I have called three times to the representative who emailed me they would refund the full amount and three emails to inquire why they haven't done so. She replied to one email telling me to check the refund status on AA.com which I have done every day for two weeks, It still says not refunded. She has yet to return my phone call. Isn't it a bit ridiculous that a customer has to go through this sort of thing for five months or more? AA should be better than this. They will be my last choice airline. There is much more to this sage, but too much to type in this review.

Never fly American. American Airlines allowed me to book a ticket with a less than 50 min layover (SBN - DFW - MSO). I checked in via the American app and said I had 1 bag to check. All went smoothly until I arrived at the airport at 6:10am. The ticket counter agent, Tyler, informed me that he could not check my bag on the flights I purchased and that he would need to rebook my ticket so that there was enough time for my bag. I was booked through Denver on American and then United Airlines. My flight from SBN to DFW did not change. I went through TSA pre-check fairly quickly and made my way to Gate 7 immediately.

We experienced a 32+ hour layover in Dallas on our fight to Rome on 08/31/24. The hotel that we stayed at with the voucher from American Airlines was horrible to say the least. We filed a complaint and request for a reimbursement for at least our expenses while we were pretty much at their mercy, has been ignored. The customer service representatives during the delay was not helpful in any way. They were not concerned or seem to care what this extreme delay caused in our once in a lifetime trip to Rome. Money was lost but the time we lost is not replaceable.

I have often traveled internationally, but my experience with AA 127/128 left a particularly strong impression. Frankly, it was the worst. Customer space is squeezed to a minimum. It feels as though customers are treated like mice, with American Airlines (AA) prioritizing more seats over passenger comfort. They seem to forget that customers are human beings who need a reasonable amount of space during travel. United Airlines, Delta, and other airlines provide far better experiences in this regard. However, AA appears to disregard customer respect, focusing solely on profit in a way that feels disgraceful, almost criminal.

I am allergic to dogs. I was flying out of the Dallas airport this morning when I saw 2 service dogs boarding our flight. I asked the boarding rep, "How does having dogs on board with someone that is allergic to dogs work?" Her answer "You have to carry your EpiPen." Really? Dogs take priority over people?

The flight attendant was rude to my wife because my wife asked her if we can sit together..because my wife was telling me how rude the flight attendant was the flight attendant then went and lied to her co worker and said that she thinks my wife have a problem with her..so he came and asked my wife if she had a problem with his co worker and my wife said that she is very rude..he then said that we have to get off the plane..other passengers that was in the vicinity stated that my wife did nothing wrong and that it might be racial profiling and we had to leave the plane.

It’s an outrage. October trip from BR to Boston planned back in August. Depart at 7:15. Arrive 1:30pm. Plenty of time to check in and see the sites. Cottage rental check in 4pm. Problem started with flight delay in BR from 7:15 to 11:45am puts us in Boston almost midnight, Rental car would be lost most to mention an entire day cottage rental LOST! So given the option to catch next one at 9:16. Ran to NO to try to get there from NO. Missed that flight. Next fight 10:15. Time change twice more! Finally on SC with 5 gate changes over 2 hour period once we go to the changeover on Charlotte SC.

This was my first time flying in a long time. As a parent, I was excited that my son was going to college for the first time at UCI in Irvine, California. Our flight was at 5:30 pm at the Philadelphia Airport with American Airlines. When arriving to the airport my son and I was prompted to use the kiosk to prink our tickets and check in. Our first time using the machine and the lady at the front counter strong accent said we did it wrong with an attitude. We eventually got everything straight and headed upstairs to TSA and that went without issues.

My flight from Orlando to Boston was canceled due to Hurricane Milton. American Airlines refused to refund my returning flight from Boston to Orlando. I couldn’t get a flight to Boston, why would I need a flight to come back. I lost all my money because the hurricane hit. American Airlines was not helpful and they were very rude. I will never fly with them again!

If I had not made my reservation, plans, I would choose a different airline for travel. The inconvenience is astounding! Where in hell do you “pay” for your baggage? It says aa.com. Ummm? NO! There is no place on there to PAY! Just take my bag on my flight and put it on the carousel where I am going! Your procedure and your airline suck.

This complaint is regarding how rude, disrespectful, inconsiderate and thoughtless GRISELDA C. SUPERVISOR treated me and my family on flight AA 0565 from SXM to MIA on Monday October 21st at 2:32pm. We are a family of four, 2 adults, one toddler and one infant. When we first arrived at the gate we asked to the CSR from AA if we will be able to board after they were finish with First Class since we were traveling with younger kids. The CSR answered YES and we felt relieve since both of our kids were very irritated and tired at that moment.

Flight ** - I have been traveling with American Airlines since 2008 I joined the military. It was my favorite Airline, but lately, I have seen several things that could be improved with service. I am also an AAdvantage Member. The first problem that occurred was on my wish list for London, a place that I have never visited and is on my wish list. My flight to London got bumped and redirected to Chicago without my knowledge. It all started with delays from where I was supposed to begin boarding at around 6:15 PM, with a stopover in London being delayed, changed, and canceled because of an "issue with the plane," these conditions on 10/02/24. This allowed me to get on the plane for an extended period, and later, I heard an announcement stating that the aircraft would return to the gate, where I would have to exit the plane.

Our flights were CDG-LHR on BA 307 and connecting LHR-MIA on AA39. Our first flight was delayed for 25 minutes, when we exited the plane, a lady from American was waiting for people connecting to the flight to Miami with a sign telling us to go to gate 16. (We were 5 passengers in business class doing this connection). So all of us ran as fast as we could and made it to the gate, we were relieved that the boarding was still going on with still about 60 people waiting to board the plane.

Tisha at Miami airport bag check kept asking for our service animals papers. I started recording her, she refused to help us until I stopped. She said that because we didn't have papers she would not give us our boarding pass, check our bags or help us. She said that the animal is a pet and told us we would need to buy a 65 dollar dog carry-on if we want to board the plane and pay a pet fee. If we didn't pay the fee and get the carry on we would have been stuck in a hurricane (as it was going to hit the next day). Tisha did not care.

Myself and three other women had scheduled a trip to Italy and to Greece for September 4th, 2024 thru September 14th. We flew from DFW to Philly on the 4th. We had a connecting flight to Italy. We landed in Philly and sat on the tarmac for approximately 1 hour and 45 minutes waiting on a gate. We and most of the other travelers missed our connecting flight. The flight attendants on this flight we so rude and disrespectful. I had an elderly lady sitting in front of me and she told the attendant that she was going to miss her flight, to attendant got right down in the woman's face and said, do you not think that I want to get off of this plane too, its not my problem. I tell you this if that had been my mother I would probably be in jail just for the way the attendant talked to that lady.

I try to avoid this airline due to a prior baggage claim problem. Occasionally it’s my only option. I find the planes are either dirty or run down and the staff are hit or miss friendly. Our initial flight home was okay, 2 of 3 attendants were great, the plane was just late. The connecting flight, though was terrible. My wife and my trays were filthy, I ran out of travel wipes, so I asked the attendant for something to clean them with so I could eat on it. He made a joke about it and announced loudly to the whole plane he was going to clean oooonly my tray and noooo ooone else’s (as if I was behaving like an entitled king). I had simply asked for something to clean it myself. I played along, but he went on to say how the plane had 8 flights that day and not enough time to turn them around, so I should cut them a break. My friend had a nail file in his seat. The quick turn around is not my problem, American needs to manage their schedule better.

I have flown AA before. Had great experiences. Made the mistake of booking through Booking.com. I was told AA changed my flight. It was to one that I could not make. When Booking.com refused to help I reached out to American. They refused to help. Not happy as I am out over $400 for something I did not initiate.

Check luggage was 15lbs over and I was charged 100 + 40. I called customer service and complained and the attendant stated that 100 was too much but that what all airlines charged. I asked her to confirm all airlines charge 100 for 15lbs and she then changed her story. I expected to pay an additional fee but not 100.

AA was late arriving in Dominican Republic so I missed flight from Miami to Oregon. I paid for a direct flight with a window seat but since they screwed up, they put me on a flight to TX and then to Oregon and no window seat. They didn't reimburse me the difference. I paid more $$$ for direct flight and window seat and should have been reimbursed since it was their fault. They cheated me out of my money.

I would give them zero stars if I could. This was the most horrible travel experience that I have ever had. Upper management is not doing their job as the employees are rude and unprofessional. I was in the TSA line and an AA employee was yelling at customers in line for no reason. She moved toward an elderly lady so fast like she was going to push her - the lady started crying and almost fell down (just imagine if that were your mother trying to make her way to the TSA line).

We had to cancel our flight from Fort Myers due to hurricane Milton and American Airlines refused to refund the First Class Upgrade. They gave us a partial refund for the regular seats but denied our refund for the upgrade. We had no way to get to the hotel because it was closed so we would have no way to return back home. The airline told us their flights weren't cancelled so they would not give us a refund.

Worst. Airline. Ever. I do NOT fly AA as they are unreliable and hardly ever on time. I was flying Qatar and was put in an AA flight and literally begged to be put anywhere else. The ONE flight I had with them was delayed by 3 hours (two of those us just sitting in the plane while flight attendants sat in back and did nothing helpful). Utterly unprofessional. My layover in Philly was over three hours but AA made sure I still couldn’t make that. WORST AIRLINE EVER.

Honestly American Airlines has the worst customer service I have ever experienced. I do understand most of their employees are from lower income Philadelphia neighborhoods and tend to have no education, but that shouldn’t stop them from treating people with respect. Philadelphia is the worst when flying AA.

I’m an Advantage member and fly American Airlines every other month plus addition trips throughout the year. I’m very disappointed with how American Airlines does not care about their clients and unwillingness to work with them when a situation arises. I bought round trip tickets flying from AZ to Ohio a few months in advance as I typically do and was scheduled to fly out Wednesday Oct. 9th. I received a call on Saturday October 5th that my brother was in the hospital after two heart attacks and now needs a heart transplant because only half of his heart is working. Obviously, I took the first flight out the next day to NC to see him. I stayed to visit my brother and flew to Ohio from NC, so I did not need my ticket from AZ to Ohio. I figured I could just use the second half of my round-trip ticket to fly back from Ohio to AZ.

We booked American Airlines from Boston back Phoenix in Oct 11, 2024 with nonstop flight and refundable for me and 2 kids, unfortunately I did extend 1 more day in Boston to do some research education for my son and have to switch flight return the next day following same American Airlines. They changed the schedule flight. Not informed in advance. Made we missed the other flight come back Phoenix. After landed at O'Hare late then they information 1 hour. I am a single Mother and have blood pressure issue and have a minor with us. They did not say any excuse and just printed the hotel voucher and meal voucher for us even know we could not use the hotel voucher just in a couple hours before we have to wait for the next flight at 7 am next day. We have to stay overnight at the airport to prevent miss our flight again. I have to back with my job and kids have to ready back to school too.

American Airlines delays or cancels 50% of their flights. They offer customers no refunds, no compensation for time wasted, nothing. They simply continue to overbook and underperform. Fly American Airlines at your own risk.

My father who has early stage dementia wanted to visit his older brother - maybe for the last time. To coordinate such a trip takes a lot for those of us who know. American Airlines made it so much worse. 1) In booking the ticket, the agent made me get my father on the phone to attest I was not fraudulently redeeming miles for HIS ticket from HIS account. He cannot hear well, he was confused and she kept trying to get him to give her his frequent flyer account, his account address and email. Because he was confused I was yelling on the phone so he could hear me the answer.... Then after 20 minutes, she agreed that my dad was my dad and I could charge the $36 to my credit card. She then wanted to scold me about she had to follow AA's anti-fraud policy and how she had two calls about fraud that day.

Highly NOT RECOMMENDED AIRLINES. American Airlines, our first time experience with American Airlines flying from Philadelphia to Doha on October 10, 2024 was horrible and pathetic. My wife and my son travelled through flight AA120 from PHL- Doha. Right from security scan to the experience in flight was terrible.

told us they would! Terrible customer service, about impossible to make contact with them, especially with a real person. I do not plan to EVER book with them again!

White Plains to New Orleans and back = 4 flights, 2 delayed. Worst one was second to last. Left New Orleans w/ guarantee of hotel since delay caused 10 of us to miss 3 connections. Got to DC and were told no hotel-had to stay in airport. One lady was in wheelchair. Dispute over mechanical or weather. Next day we get on plane and hear for the 4th time how AA values its customers. WHAT??? Ond one of the customer service workers was inaudible taking our info since she had laryngitis. I spent more time than necessary asking her to repeat herself because I could not hear her. Call in sick lady or AA should reassign if you can't talk to people when you work in customer service.

American Airlines is unfortunately my only choice out of PHL direct. AA knows this and they play on that. Aside from my own travel, for which I travel 28 times (at least) per year on AA, I book travel for 7 executives who reside in different areas, and I have found that by far in every category, Delta Airlines is the best airline, hands down. American Airlines has absolutely no loyalty to its loyal members. In the past 4 months I have FIVE times had the seat I selected taken without merit or explanation, and each time the agents who all acknowledged seeing my seat selection now missing told me there are premium seats available for purchase. I'm sorry, AA took my seat without merit or notification so why would I need to now purchase a seat comparable to what I booked??!!

I will never travel with American Airlines again. I had a flight delayed from 5am until 5pm. Initially they told a few people that it was a brake problem and it needed to be repaired. We were then told hours later that they had to order a part and it wasn’t available. Then we were told the crew couldn’t make the trip because they had timed out for the day. I didn’t receive any compensation for meals. After the several delays it was delayed until the following day. Myself and other passengers try to find additional flights however, American Airlines would not compensate anyone to find alternative airfare, American Airlines didn’t offer alternative flights, and then finally just told us to buy a piece of paper with every request for compensation or a refund, which with never honored. I was never compensated for my time lost from work, Uber fares, or lodging.

We would give American Airlines negative 1,500,000 stars if we could. On 9/19/2024 our connecting flight AA0040 from ORD to BCN was repeatedly delayed more than 10 tomes over a period of 24 hours for "mechanical issues," causing us to incur sizable no-show penalties and charges for missed accommodations and tours. We were exhausted with no sleep and starving with no food. After contacting American Airlines with our complaint we received a canned denial which is insulting and unacceptable. According to the US Department of Transportation definition of a controllable delay is defined as maintenance issues or crew scheduling issues. According to this definition, this was a controllable delay by the airline. American Airlines is completely and 100% at fault and has penalized us monetarily, emotionally and physically for circumstances that were completely in the airline's control.

In the past three weeks I have had two extremely poor customer service encounters from AA employees, wrote emails to AA and received two generic emails back saying that they will take it under advisement. One crew member ordered me and my wife to go back to our seats in the back even after we explained that we had been invited by a different crew member to sit in the exit row. He made a point of loudly saying, so all other passengers could hear, "These seats are more money, go back to the ones that you paid for." His name was Michael. LHR To BOS flight Sept. 17. At Bos airport. Kenneth was rude and obnoxious, when I asked for his name, he shoved his card 6 inches from my face twice and would not tell me his name. Instead retreating back to the office.

Worst customer service. They changed our flights and send an email saying that we qualified to choose a different flight, but when we called the customer service they said we did not qualify. When we asked to speak with a supervisor, the supervisor was extremely rude and aggressive. Never had an experience like this, and actually made a formal complaint About supervisor Patrice ** out of Dallas. She should not work in customer service or around people at all.

I was booked from Vegas to Orlando. Received my boarding pass in Uber on way to airport. When I got to airport at 8:00, they rebooked me for a flight 13 hours later and a 6 hour layover in Miami. When I asked for any other possibility, they said 1 seat free and 1 standby. It was a lie. When we checked in at night, at the gate (Gate d11, 9:40 pm flight to Charlotte, there were seats. My bags were already checked via Miami. Big mouth, nasty checked in agent interrupted this discussion with my wife and started berating me for whatever stupid reason she had. I told her a discussion with my wife was none of her business and she said, "You are not flying!" She left the gate after boarding and I flew, arriving home at 3 pm, instead of 9 a.m. Crew was rude on both flights, to boot. I'm going back to Delta or United. American is a lying, nasty airline.

Hello, Yesterday I had a flight that was delayed to go to Houston for the Buffalo Bills game. The flight got delayed several times before it eventually settled on a departure time of 1155 pm from a departure time of 6:30 pm. The original flight was supposed to go to Chicago and then land in Houston at 11:37 PM. The updated flight was to land in Chicago at 12:55 am, then leave Chicago at 5:00 am to fly to Dallas, and end up in Houston at 930am.

Fortunately for American Airlines you cannot give 0 stars. Our flight was delayed which caused us to miss our connecting flight. Before we ever left our home airport we spoke with American Airlines. They told me not to change my flight yet and to get to our connecting airport. They assured me that when we arrived in Charlotte we would be rebooked to the next morning and a hotel voucher would be given to us. When we arrived not only did we not receive a hotel voucher, but we also could not rent a car or a hotel room. Both were completely sold out for the night. On top of no place to stay or a way to get anywhere they did not rebook us for the next morning. Our flight would be 36 hours later.

First time I ever booked with this American Airline and I even applied for your credit card thinking I was going to be using your airline in the future. However, it ended up being the worst experience of my life with an airline company. I had to cancel the flight due to a family emergency and yet your dumb** company refused to refund me. Hope your company chokes into bankruptcy on that money you refused to refund me for my cancelled flights.

Flight Madrid-London-Chicago, 8a departure (IB) delayed 1.25h for a 2h window at London Heathrow connection; mad-dash to customs with myself, 2 minor children in tow -pulled off BA connection see Iberia counter. 3.5h wait as agents called supervisor and waiting; only option take AA next day and overnight accommodations; came back next day to AA (640a) no itinerary, speak to BA; BA ticket staff, Georgia - "We didn’t start your flight, go to another terminal and ask Iberia or call Iberia" (IB tele agent Gian **- says go in person);

I used to fly American almost exclusively. When they merged with USAir years ago I ended up switching to Delta as I found the AA service had fallen off slightly. For the past few years, I have been Diamond Medallion with Delta and I'm already Diamond for 2025 as well. I decided since I already had my status for Delta for the next year, that I would start flying American again and so I did. Last week when I attempted to log in to my AA account to book additional flights I was unable to. It turned out my account had been hacked and the password, email, and address had all been changed. This was extremely concerning as I had a number of credit cards saved in the account.

Unable to move flight up one day 5 months out from trip 48 hours after scheduling. No coherent rationale for inflexibility, no attempts to be reasonable or support customer. No alternative paths to accommodate situation, including upgrading ticket, cancelling and rebooking with credit, etc.

I don’t even want to give them one star. I will never use American Airlines to fly again. They do not care about their customers at all. They have no concern for your personal belongings. I watched as they left my bag in the pouring rain for over a half hour. This is completely disrespectful for the people who spend hundreds of dollars to fly on their airline. When I called to speak with someone they could care less with what I had to say. As long as I got my bag they did not care about any damages that were caused. I will never fly with American Airlines again and I suggest you do the same if you care about any of your possessions.

I had to change my flight home due to a medical emergency - my mother, who has dementia, broke her hip and I needed to stay a few extra days to see her out of the rehab facility. I was told that it was not possible to change the flight, but was recommended to book a second flight and then request a refund for the first flight and submit documentation. I did so, booking the same flight for later in the week, but was denied a refund despite submitting FMLA paperwork and a letter from the hospital. I will be taking my business elsewhere in future.

I had the worst customer service experience with an agent on the chat. The chat is completely a waste of time, I am assuming it’s American's way of saving money but the reps are not there to help you but to waste your time. I spoke to 3 different reps and all were terrible and unhelpful. The first one took over 2 hours to “help” and they ended up dropping the chat. The second dropped the chat when I said I wanted to be transferred to a manager and the last one wanted to cancel my reservation and upsell me on seats I had already purchased since the agents couldn’t help me. The WORST customer service ever!!

I’m extremely disappointed with how American Airlines handled my recent situation. On September 24, 2024, I called their customer service to reschedule my flight due to the approaching hurricane. I was informed by an agent, that my only option was to cancel the flight, receive a credit, and pay a $100 fee per ticket. I followed these instructions and canceled the reservation. A few hours later, I received a Travel Alert from American Airlines stating that passengers flying on September 27 (my original flight date) could change their reservations without any fees. This was frustrating because I had already been charged the fee. When I reached out to customer service to address this inconsistency, I was flatly told that there was nothing they could do to refund the fee.

As I called and canceled all my American Airlines accounts from WiFi to AAdvantage Membership, I felt it appropriate to leave a review of AA. After years of membership and hundreds of flights, the company has gone way downhill regarding reliability and overall customer service. The proverbial camel that broke its back was yet another delay, but this time, one that was so bad it caused AA to rebook my connection flight to a flight that didn't arrive at my destination until midnight.

My husband and I had tickets with American Airlines for $2000. We paid the cancellation fee. My husband called and canceled our trip. American Airlines put our money on a credit for us. They did not say, it had an expiration date. We went to use our tickets a year and three months later. Only to find out it had expired and they will not release it back. We lost $2000 and we had a cancellation fee. So what the hell is that fee good for? I don’t see why the credit has an expiration date, it’s not like it is a file that is taking up space at their office. I hate this company. DO NOT USE THIS AIRLINE, THEY ARE CROOKS!!!!

My experience with American Airlines could not have been much worse. My husband and I were traveling to Jamaica for our honeymoon and because of a flight delay (which the passengers didn’t know about until dropping off bags at the airport at 6am-multiple people furious) we missed our connection to Jamaica. They couldn’t get us on another flight until the following day which meant we missed a night at our resort which was $1,000+ a night. The resort would not reimburse us and American Airlines wouldn’t do anything to reimburse us either.

My husband and I purchased tickets from ILM to DTW on 6/9/24 to go home over Labor Day weekend. We were going home to Michigan from North Carolina to introduce our 4 month old to our family. We departed ILM on 8/30, this flight was initially delayed taking off to CLT due to a mechanical issue. This late departure caused us to hit severe storms around the CLT airport leaving our plane unable to land in CLT for which we were re-routed to Greensburg-Spartanburg, SC airport. We sat on the tarmac (not being allowed off the plane) for 4 hours with our 4 month old and our dog onboard. When we were finally allowed to go back to CLT our plane to DTW had taken off ~20 minutes prior to us landing resulting in that flight to be missed.

Never in my life have I had such bad service. I am Emerald One World and was flying first. The rude arrogant staff at gate FORCED me to check my carry-on RIMOWA luggage with no explanation. There was room on the flight. I arrive home at LAX and it is dented and damaged. I log a claim only to receive "we don't cover this type of damage". WORSE airline in the One World Group, I even got downgraded on the way over. No one to talk to and they want me to go all the way back to the airport for another review. AMERICAN this bag should have never been checked and IT WOULD NOT HAVE BEEN RUINED. NEVER AGAIN. No one even cares - and for a Emerald member, just WOW.

We had a very poor experience after a delay caused us to miss our connecting flight. Our class of service was downgraded and when we attempted to get a refund for the difference in fare price, were offered a ridiculously small amount as a refund. After multiple e-mail requests, we were continually referred back to the AA web form for complaints, no one would call to speak to me, and the refund amount was not adjusted. It's rare that I experience customer service this poor. AA should be ashamed at the way it treats its customers.

I book a flight on September 7th 2024 at 4:57 pm departing from Tampa to Dallas flight number 2324. I booked first class. I was on seat 2f and I left behind my very expensive hats, this are large and very noticeable hats. I was exhausted that day I was sleeping the entire flight, I didn’t drink any alcohol just ginger ale and I forgot them when we deplane. I came back to terminal C gate C20 and try to get help from the employees but they were mean and careless about the situation. All they say was to file a complaint online, I explain my fine g flight was departing to SLC on about 1 hour and I needed to return to gate D to please help me out and look for my hats. But they didn’t care AT ALL.

I recently had an unpleasant experience with a staff member, Kimberly **, during my flight with American Airlines. She was unprofessional and rude throughout the interaction. Despite my carry-on always fitting on previous flights, she insisted that it did not this time, without any clear explanation. Her approach was disrespectful and unnecessarily harsh, making the situation more stressful than it needed to be. I expect better customer service from American Airlines. P.S. I AM AN AADVANTAGE CUSTOMER!!!

Leaving on a 5:30 am flight from Eugene to BOS. We all load onto the plane to find this plane needs a mechanic who is at least 30 minutes out. The 30 minutes turned into 2.5 hours. I would not be able to make my final destination at this rate. So I deplaned, having to reschedule for the following day. On the return flight from BOS to EUG, the connecting flight in Pheonix was delayed by 2 hours, now arriving in EUG at 1 am, 2 hours later than scheduled. And now I'm on hold in order to get a refund from paying for selected seats on my original flight, that I was told would be automatic. Alaska air was so much easier to deal with than American. Ugh. Signed tired and frustrated.

Got to loading at gate, Helga informed me I had to check my baggage. I did not pack a suitcase just so I didn't have to check a bag. I had to stand for 45 min to retrieve my baggage. I informed Helga and the manager I did not have time when I landed to wait due to children needing picked up. They informed me because I didn't pay for an upgrade, I was not entitled to take my carry on. I find that funny because the last people loading that sit directly in front of me got to bring their carry on bag. I will NEVER fly American again, nor should you!! Unless you want to be discriminated against because you can't pay more.

My wife and I had booked our honeymoon to Banff, and were flying from Buffalo to Chicago, to Calgary and then had a rental car reservation for 12pm in Calgary to drive to Banff. We had roughly an hour layover in Chicago before flying to Calgary. Our flight from Buffalo was delayed, and when we got to Chicago for a completely unexplained reason we were stuck taxiing for about 45 minutes. The flight crew was fairly rude when passengers were getting restless and provided no indication of timing. Towards the end when it was too little too late, the flight crew recommended passengers with connecting flights should start looking into rebooking.

Our first flight was about 10-15 minutes late landing in Phoenix because there was a long queue for flight going to Phoenix. Our connecting flight from Phoenix to KC ended up leaving about 10-15 minutes earlier for some reason. Our 45 minute layover turned into 18 minutes and we couldn’t get from one end of the airport to the opposite end in time. They had JUST CLOSED THE DOORS when we wake up and said “we’re sorry but you’ll have to take the next flight”. So instead of getting home at 2pm, it’ll be midnight, 9 hours of killing time because the connecting flight left sooner than it was supposed to. One would think that when they see the time frames and that there are 3 passengers not quite there because the first flight was late…. They couldn’t wait 5 flipping minutes?!

My suggestion this airline should be your last option. Delay, delay and delay. They are extremely unprofessional. They suddenly convert your carry on baggage to check in if you are 6 7 8 9 group. They do not maintain flights and they do endless delay for that. They charge 3 times more than Spirit but not even close how Spirit gives service. You should rather choose Spirit than American Airlines. Do not waste money.

American Airline is a broken organization. I fly every week and seldom do they get a flight off the ground on time. Almost every flight I’m on is delayed to the point that I race through the airport just so I can miss my connection by minutes or even seconds. The flight attendants are rude. The plane is their kingdom and by God they will let you know it. The agents are discourteous and downright mean. Not a single AA employee approaches their job with a smile on their face. Planes are always broken while Maintenance crews stroll around like they don’t have a care in the word, pushing themselves through the line of customers that now need to try to rearrange flights.

My flight experience with American Airlines was the worst airlines experience I have ever had, to summarize my experience in August 2024. I purchased 2 round trip flights from SNA - MOB. There were a few issues with my flight experience.

Never book a flight with American Airlines if you expect to get anywhere on time.. This airline will offer you flights that miss connecting flights and then act like it was a flight you booked.. No dumb **.. It was the option you gave. Every time I fly American the flights are delayed or late... I do mean Every time... Do yourself a favor and look elsewhere. American Airlines is not the flight you want.. Trust me.. And if you do.. can't say I didn't warn you.. Never depend on American.. Never.. Never.. Never.

American Airlines has no customer service direct line. I accidently put the same name on two tickets for both my children. They would not make the name change at the airport and required that I leave my child or forgo all our tickets or purchase an overpriced last minute ticket. They have no policy in place that all their staff and representatives know about because every time I spoke to a different person, they gave me a different answer. No refund offered.

We paid extra to get specific seats for 2 flights 2 months in advance and they changed it. We selected seats far from the bathroom and the person at the airport changed it. Obviously, we didn't know until we were seated and the airplane is full. AA is not the same anymore.

I bought a first-class seat (Dallas to Burbank) and was seated in the 4th row (the first class cabin only has 4 rows with 4 people, so there are only 16 seats in first). When I bought my ticket, I was given the option to pre-order my meal. I looked at what they were offering and found only one thing that would work, so I ordered that.

I'm not sure when these airlines became more focused on greed than on serving their customers. Why do I now have to pay an exorbitant upgrade fee just to reschedule my flight, choose a seat, or board early when booking with one of the prestigious airlines? If I wanted to keep shelling out extra money for these things, I would have booked with Spirit or Frontier. The customer service when I tried to reschedule and get information was rude and abrupt. This isn’t the first time I’ve had such an experience with this airline. In fact, I’ve received better customer service when rescheduling with Frontier. American Airlines, you used to be the top airline, but in my opinion, you've fallen to the bottom. Do better.

Last Saturday morning, 8/31/2024, I had a disappointing experience with American Airlines. After arriving early at the airport, I checked my bag and headed to the waiting area for flight AA1642. Shortly after I sat down, the airline asked for volunteers to take the next flight and offered a $700 voucher. Since I wasn't rushing to get to Chicago, I decided to volunteer. However, as I waited, they increased the voucher amount to $1,200 due to high demand.

Delays taking off with zero communication from the pilot other than were running late. An hour delay taking off on the return without any communication. Brutal airline. Since Covid, they’re done. Horrible staff.

I flew from Las vegas to Hartford the flight going wasn't bad but the flight coming back was awful. When returning back to Las Vegas the flight had to wait for another plane to unload and then we would load on the same plane so that made the flight leave late then our layover was in Philly. The worst airport, dirty, filthy. The departure was to leave a C gate then while waiting they called another gate A11 that was so far away after being told there was a delay with no reason after waiting the plane was loaded only for the captain to announce he knew it had been a long day but now the crew was abandoning ship so now we are loaded in the plane. Why they are looking for a new crew. After waiting about 40 mins they postponed the flight to the next morning.

Poor customer service, Cheryl was racist and show no respect for and 97 yrs adult, we called the manager but he was more for her than for customer. He told her "don't worry I got you" and started laughing at us

Demanding my money back or some form of refund! Absolute joke!! Our first flight was delayed, then we were delayed getting off, they book us a rebook flight give us the wrong information!! Then tell us too late to go to another gate just to have to get ANOTHER REBOOKED FLIGHT!! Your employees were rude and screamed at me and 7 other people that were also given the wrong gate and information causing them to also miss the same flight we missed!! Your “manager” was louder at screaming at us!!

We are moving to another state and had a flight booked so that we could have work done at our property and only had a three day window. When my husband got to the airport flying out, they told him there was a delay in our flight. Within another hour and a half he was told he was no longer able to be on the “new” flight as he was now “bumped” off. American Airlines now told him that the best they could do was get him on a flight that would bring us to the destination over 24 hours later, which was unacceptable as we had multiple service appointments being scheduled at our destination that now had to be canceled. We were never able to have any of our worked on American Airlines after many phone calls and being on hold did refund that flight.

Horrible customer service at American Airlines. Met 2 passengers on my flight to NY who described luggage damage by American handlers. To my shock, I picked up my luggage with a missing wheel. Told to file a claim online. Within several hours, I received a denial of my claim with no specific details as to why. It seems the claim process is to avoid denying the claim in person. I will not, under any circumstances use American Airlines again. Any cost savings was not a sufficient trade-off for exceedingly poor customer service and damage policies that are not transparent.

About everything goes wrong with these people! Surprised the airplanes stay in the air! Get yourself a rental car and forget giving them your money. From inexplicable delays to suitcases ending up everywhere except your final destination.

Worst Airlines I have ever flown. Constant delays causing missed flight and having to spend the night. From what the hotel was telling us, this is a regular occurrence. A shuttle driver told us he thinks they leave a plane on the tarmac long enough to force passengers to miss connecting flights. Then they can cancel that flight and save money. I don't know if that is true. We were given another flight the next morning at 5 am. We were given random seats all over the plane. Couldn't sit next to our partners. A family even had their 8 year old child given a seat next to strangers. The ticket agent in Philadelphia was rude about the whole thing and uncooperative. Never again for that airline.

There are No TVs for a 5 hour flight, no blankets, terrible snack (1) no options. Freezing cold. Left plane sniffling and throat messed up due to extreme air condition. Took my carry on bag, now I have to wait at baggage claim. Not happy w experience at all.

On a recent flight from Tallahassee to Miami many passengers were forced to check their rolling carryons. It was not a gate check, forcing passengers to retrieve their carryons at the bag carousel. However, more than half the overhead bins were empty. The gate attendant in Tallahassee was about the rudest gate attendant I’ve ever had the displeasure of dealing with.

I was going to print my baggage tag but the kiosk was out of service so I went to the AA desk. The agent Lawrence ** was very rude to me from the beginning, I gave her my driver license and showed him my mobile boarding pass. He told me "It's 40 dollars each way". I told him that, "My company already paid for it." and I told him that, "I called this morning AA to confirm this and they putted a notes on my reservation." He started ignoring me and told me "Are you paying?" I told him, "I'll call AA and follow up on this."

Bright from American Airlines in Montego Bay is the best customer service I’ve ever received at an airline. We’re US both military members and appreciated her assistance and calm and pleasant demeanor. If that’s her legit name she really lives by it!

Went to Cancun for my sister's birthday and American Airlines is AWFUL, I will NEVER fly with them again, treated rudely by customer service in the airport and rude by customer service on the phone telling me all about their policies with zero empathy and absolutely no willingness to be of assistance. It was a disgrace, unorganized, rude workers, flight delayed multiple times. I will never fly American Airlines again, I will always select a different airline that hopefully has some sort of standard for their customer service. AA customer service is a joke, it's basically non existent. Planes are small and cramped. As far as I can tell there is no redeeming qualities at this point. Yes I am at the airport waiting for a delayed flight that they refuse to reimburse me for because I haven't been inconvenience for a whole 24 hours yet.

My parents and I were waiting for a flight from Charlotte, NC and we were unboarded from the plane twice and boarded three times. They had two lazy pilots that never showed up and by the time we arrived at our destination, it was the next day. We will never fly with that company again.

On August 4, I traveled from Charlotte to Montego Bay, Jamaica. Upon arriving and retrieving my luggage at the Jamaican airport, I discovered that one of my bags was damaged. I was advised to reach out to American Airlines online, but I found it difficult to do so while preparing to return to work. I attempted to call multiple times, but I was put on hold for more than two and a half hours without ever receiving a response. I just need my luggage fixed or replaced.

They lost my baggage and because of my airtag I know where it is. They have been saying that it’s not right and when I now try to contact them I hear nothing. My backpack is now missing for 30 days and still nobody reached out to me. They are not helping at all and I only get standard replies.

This was the absolute worst experience. I am a veteran and flew in from overseas to surprise my daughter on her wedding day!!! Know that I would not be able to get there until in the evening, I was able to get my now, son-in-law, to convince her to have an evening wedding. My flight on American Airlines was suppose to get me there in enough time to land, change and be at my daughter’s wedding to walk her down the aisle. My flight was delayed and then cancelled, first due to mechanical issues. The connecting flight was also delayed due to crew arriving late. This information was given to me by American Airlines staff and employees. The wedding was set for 8:30pm. I was originally due to arrive at 7:44. I didn’t get into Kentucky until 1AM!!!!

After being delayed on my flight because of weather which is understandable I was rescheduled on a flight that included a bus ride to my final destination. I was told at the final destination that it was considered a flight because it picked you up on the tarmac and dropped you off at the tarmac. If this is considered a flight why was there not a flight attendant due to the trip being 1.5 hours. According to the FAA any flight over 45 minutes you are supposed to provide snacks. Also my bags were delayed and when I asked the AA attendant about my bags they told me to scan the QR code and file a claim. What is their purpose if they can’t help. When you contact the customer service at the 1-800 line they tell you the same thing sorry but send an email for help.

We were flying to Boston from New Orleans with a layover in Charlotte. Our flight hadn't been rescheduled but many others had. On the plane, the crew stated that we would be landing and they had spoken with air control and they were keeping out offloading gate clear so we could run to our next flight...as there was only a 10 minute window. As we pulled up we were told that another flight had to be taxi'd out of the way, even though they had been in communication. We grabbed our bags and ran as fast as we could to the B concourse from D, which gave me an asthma attack. Over 20 of us hadn't been rescheduled. The plane waiting had not spun up yet, but the umbilicus had been disconnected. We were speaking with the customer service rep at the gate who was empathetic but could only help customers until she was tasked.

My connection flight was canceled as I boarded the first flight which left me stranded and left me no choice but to drive 13 hours home. I tried to request a refund for at least the one ticket or see if there is some effort to compensate for the inconvenience unsuccessfully.

If I could give American Airlines negative 100 I would. Worst airlines I have ever encountered. Fine. Your Captain called in sick last minute and you didn't have a back up?? Fine. Then you informed the passengers 5 minutes after boarding time. No refunds or any accommodation just because I had kids with me and it wasn’t easy. We pay so much money for plane tickets and get this service is a shake. Please do not waste your money. JetBlue Delta is so much better.

We had a trip from Bangor to Kansas City. We attempted to check in online and were told we couldn't do it because we were traveling with a pet. A while later we got a trip reminder from the airline saying our flight was on time. We drove to the airport and at the counter we were told that we had cancelled out trip and there were no seats for us for the next two days. We insisted we had not cancelled our flight but she said "someone cancelled it and you bought economy tickets so I can't do anything for you but book you a ticket for Wednesday at full price". Otherwise, call American Airlines and talk to them, but you cancelled so your money won't be refunded." I wouldn't say that she was rude as much as completely apathetic and nonchalant.