American Airlines Reviews

American Airlines has virtually no respect for their customers' schedule/time. I can't tell you the amount of times flights have been delayed (you can virtually guarantee it) and I've had to run to the next gate to make the next connection. If you're planning to fly American and have a connection, make sure you have a bare minimum of two hours between flights. I recommend taking your business to another airline (even if it means paying a little more). American Airlines has zero appreciation for their customers and less respect for their customers' time/schedule.

Two years ago, I took an American Airlines flight from Los Angeles to Miami and from Miami to Los Angeles and there was no in flight entertainment, nice staff, baggage fees okayish check-in experience, and okay customer service, and smooth takeoff and landing. Last but not least, my experience on American Airlines is horrible.

Diverted instead of DCA to Richmond VA after what seems like a modest storm, but they said that they were not allowing people to land so we were diverted here. Every hour another hour would be added to our wait time. Eventually around 8 PM the agent left “I’m getting help” and no return by the agent - we have no knowledge of how to get our luggage, which are apparently still on the plane and we were told if we left the area TSA would be closed and we could not come back so we’re just stuck here. Freezing, no agents, no answer. No luggage. And it’s not even 9 PM. They’ve all gone. We’ve been here a total of nine hours now. HOW ARE THEY STILL IN BUSINESS? Horrible!!!

On our 50th anniversary trip to Europe, our bags were delayed 5 days. This caused much aggravation and anxiety. Trying to speak to an agent at AA had us waiting an hour or more each day trying to trace bag. At each port, which we wanted to sightsee, instead we were searching for clothes or makeup stores!! Then having to go back to ship to put our bags in room! Hours of wasted time out of our vacation. After writing to AA for 5-6 days and complaining, they added some air miles to my account worth about $100. I wrote and said this is not acceptable- we need monetary compensation! They ignore all my emails.

Travel Credit 1st Timer: I had no idea that my travel credit was expiring. I did not get any email telling me this nor any reminder of this. This is my first time even dealing with this. I was not sure if it came in the form of points. I did try and book my flight about a month earlier but could only find the rewards and not how to redeem my travel credit. I tried again in July; it was very difficult to even find it with over 45 minutes of hunting. When I did find the travel credit, it was there, the full amount was listed, and it did not say anything about being expired. I went to then book my flight, and it would not let me. I tried several times. However, then the price kept changing and the availability of flights. What a hassle! I finally had to call in and spent 2 hours trying to talk to someone on the phone. They are the ones that finally let me know it was expired. This is terrible service! The experience has been extremely disappointing!

I’m extremely disappointed with how American Airlines handled our recent connecting flight. Our first flight arrived late — which was already frustrating — but what made it worse was the complete lack of support from the airline. Despite clearly being at risk of missing our second flight, we were not offered any help, priority deplaning, or even a heads-up from the crew. No effort was made to assist passengers with tight connections. By the time we got off the plane, our connecting flight had already departed — and we were stuck scrambling for alternatives. The lack of communication and basic customer service is unacceptable, especially when it’s the airline’s delay that causes the problem. I expected more from American Airlines and will seriously consider flying with a different airline in the future.

Avoid American Airlines if you value your time, money, or basic customer service. Our flight was canceled with almost no warning, and we were left stranded for over 24 hours. I stood in line multiple times at the airport and spent over six hours on the phone trying to get rebooked—transferred repeatedly, placed on hold, and disconnected more than once. There was no real help or accountability from anyone at American. To make matters worse, the email I received after filing a complaint was a generic, copy-paste response—the exact same one I got after a previous delay months ago. Clearly, no one is actually reviewing these complaints or taking them seriously.

American Airlines rescheduled my flight to inconvenient times without my approval and refused compensation for added costs to us. American Airlines changed our reservations to a Red Eye flight on the same day causing us hundreds in additional expenses for transportation, hotel additional meals, etc. When asked American Airlines to compensate us for the difference or upgrade our tickets in some way...we were given the runaround and were refused any type of compensation. The representative was so rude and disrespectful, my son had to get on the phone call so he would be more appropriate. I am very disappointed with American Airlines and will not fly with them again.

Flight to LAX was delayed by several hours. Rerouted with no information about the new connecting airport. Flight connecting from ORD cancelled due to "weather" to avoid paying for lodging. Snarky, unhelpful agents willing to lie to your face. And this is first class. Lousy food just the finishing touch on a very bad experience.

Flight from Tampa to New York. Unfortunately, our experience with American Airlines was extremely upsetting. Due to a brief misunderstanding of a question, the staff chose to move our seats without proper communication or respect. Instead of showing patience or understanding, the crew acted with rudeness, impatience, and even made us feel threatened. There was absolutely no sense of customer service or consideration. It felt discriminatory and deeply unprofessional. I strongly recommend others to consider flying with a different airline. I know I won’t be flying with American Airlines again.

American cancelled a flight from Washington DC to Chicago. The weather was ideal at both locations. A United flight took off minutes before the American flight and left the same DC airport and arrived in Chicago. American told the customers that WEATHER was the cause. Weather couldn't be the cause - as the weather was fine in both cities AND a United Flight had the same route at about the same time. American LIED to their customers. Shame.

I got a brand new bag in Spain. On my return we had a stop in Philadelphia. I got my bag there and I had to check it in for my connection flights to Florida and my bag was perfect and when I got to my destination in Fort Myers airport my bag was destroy, dent, missing wheels, grease, scratches. It was a mess, I went to the office at the airport and the lady sitting there didn't said a word. All she did was point me with her finger to the QR code picture that they have there. Now a year later I just got a call from central bag damage from a person by the name David and he left me a recording message that my claim was denial because I didn't submit pictures which I did so I'm asking for support to stop this abuse from this airline.

Booked a flight for my husband from Florida to Myrtle Beach. Coming and going 4 flights total with two lay overs in Charlotte. Going first flight leaving Tampa was delayed 2 times by over an hour. So he missed his flight from Charlotte to MB. They put him in a latter plane (two hrs) difference, gave him a good seat and by time he got on the plane changed his seat. Coming back both flights were delayed twice. I'm sorry this is very poor service and reliability, especially for the prices they charge. Never flying AA again!

Flight was delayed on July 6th due to weather which I am not upset about. They rescheduled me for a 6am flight the next morning and when I woke up I checked the app and it said flight on time. I had Uber drop me off at 5:00am and proceeded to the gate where no agent was present, just a flight delayed until 10am. I had to leave the flight area and headed back down where you book flights to see what was going on and they said it was for flight personnel rest which I got. I asked why the app said on time still and they said, "Oh you shouldn't use that. You should be checking your emails," which I did receive at 2:48am.

Just booked with them the price went down and they won’t credit me because I didn’t get the main cabin.. When I booked with Southwest and the price went down they credit me with no problem.. This will be my last time flying with them..

Horrible!!! I was at the gate getting ready to board and my son and fiancé was with me. The boarding attendant told my 8 year old son that my fiancé could get left and my son started crying. As I was trying to board the flight my hands were full and I handed my boards pass to the attendant and she told me to scan the pass myself in a rude tone. All three attendants were very rude and unprofessional!!! I will NEVER FLY AMERICAN AIRLINES AGAIN!!!

I had a flight credit of over $900. I booked a flight for several months out. For some reason I checked on the flight a few weeks later and found out that it had been cancelled and the only flight times to my destination were late at night. It would not let me change or cancel the flight even though there was a place to do so. I chatted with someone who finally was able to cancel.

Unexplained delays that left us stranded for days at Charlotte airport. They lost our bags after they told us that the bags were going to be on the plane. Just simply a traumatizing travel experience on a vacation to Italy. NEVER AGAIN AMERICAN AIRLINES. TERRIBLE IS AN UNDERSTATEMENT.

Awful. Flight cancelled, no reasons given. Just about impossible to get alternate booking. Rude. Unhelpful staff. Next flight ran out of fuel. Had to land to refuel. Dallas >NY flight time double scheduled time. AA is ZZ. 0/10 Just awful and we’re priority passengers.

I was on a flight returning from San Francisco to Dallas after watching my grandson graduate from Stanford University and upon entering the plane, I was greeted by the most inspiring flight attendant (Andrea). She was full of smiles and positive energy. She had the most amazing spirit and was so full of life. She showed my family so much grace while serving us our meals and beverages. At one point during the flight, I began to feel sick with a headache and she jumped right in, offering an ** to ease the pain. She proved she was truly a gift that God has blessed. Andrea, if you are able to view this post, just know you are an amazing and gifted person and remember. (I AM SECOND.)

American Airlines refused to refund me for seats I paid for but through no fault of my own I wasn’t able to sit in. They moved me on the first flight and I missed the connection for the second flight due to delays. Denied a refund. I wasn’t even in the second flight. Ended up on standby.

On my recent American Airlines flight, I boarded in Group 9. Before boarding, the ground crew informed me that there was no remaining overhead bin space and required me to check my hand luggage. Upon boarding, I observed multiple available overhead bins that could have easily accommodated my bag. This incorrect assessment by ground staff caused unnecessary delay and inconvenience.

June 1, 2025, American Airlines denied my family of 3 from boarding our connecting flight from Dallas (DFW) to Baltimore (BWI). Our international flight was delayed 1 hr. American Air alerted connection flight was delayed 40 min. Arrived at DFW gate to board plane, group 4 of 9, was boarding. Waited til group ,9 called to board, approached to board, gate staff requested we step to the side with no explanation. Gate attendant we step back away from desk "your up in our space". After 25 min.. while boarding standby passengers, American Airlines staff requested us to proceed to American Airlines customer service desk to reschedule flight.

We arrived at the airport well in advance — over four hours before our scheduled 10 PM flight — and checked in with American Airlines at 6 PM. Despite booking our seats well ahead of time, we were shocked to learn just 30 minutes before departure that one of our family members might not have a seat due to overbooking.

Heartfelt Appreciation for Pilot Anthony – Flight 2742 (June 28, SJU to DFW). On behalf of my entire family, I would like to extend our heartfelt gratitude to the outstanding Pilot Anthony, whose kindness and professionalism left a lasting impact on us especially our 6-year-old son, Gamaliel. On June 28th, our family, including my daughter Yberi (8), my husband, my parents, and myself, were waiting to board Flight 2742 from San Juan, Puerto Rico, to Dallas Fort Worth at 12:59 a.m. While in the waiting area, my son was playing with his toy airplane when Pilot Anthony and his co-pilot passed by. To my surprise, Gamaliel quickly engaged in a joyful and animated conversation with them, and Pilot Anthony responded with such enthusiasm and warmth that it drew the attention of those around us.

Always delays and cancellations with no explanation. I hope American Airlines goes out of Business. It takes a lot for me to take the time and write a bad review but American Airlines, you are the absolute worst airline company there is to exist. I rather fly Spirit Airlines.

Customer service is virtually non-existent. If you are lucky enough to get to talk to someone chances are they are unable to assist you and have to put you back in the call queue. It is an all day ordeal to still not have an answer. Most of the customer service representatives are rude and some don't speak English well enough for communication to transpire. The flight attendants seems to be even worse on some of the flights. They stand at the front of the plane gossiping with one another and are rude and clearly offended if asked anything by a customer. And this was in the first class section. I hate to think what most travelers are experiencing. The few times I had to fly economy because of the flight the seats seemed as tiny as a child's seat. At least that attendant was courteous. When did AA go downhill so badly?

AA recently had me diverted from DCA to CMH while trying to fly to BNA. We were late by 5 hours. We received NO compensation for the issue. It was NOT weather related. This is wht happens consistently with AA. On June 30, 2025 I was flying from DCA to CLT then onto SFO. Ay CLT, the flight was delayed (as ALL AA flights are) and was just beginning boarding when the flight was supposed to be ascending into the sky. There was only gate agent at A7 and he began boarding and got through to Group 4 (I was standing in line by Group 5 sign) when a wheelchair rolled up. There was no attendant to assist so the agent had to stop boarding, close the jetway door, and take the passenger to the plane. 20 minutes later he returned and continued boarding. I stood in line this whole time.

I have traveled a lot on airline, but the American Airlines was the worst experience for me. The checking people were hell a slow, coz of that I missed my SFO to Amarillo via Dallas flight for $600. Then I had to purchase another flight for $700. It was such a headache. I will never take it again.

Worst airline I have ever dealt with. They canceled our flight from Puerto Vallarta to LAX. Rescheduled it for the next day kept delaying it. Horrible customer service. They brought us to a nastiest hotel for the night. I’m traveling with 3 kids and my elderly parents.

Worst airline ever! They cancelled our flights twice in the same day and didn't automatically rebook, I had to sit on hold for hours to get it rescheduled 3 days away from the original date and I was met With the rudest customer support person. We are still waiting on compensation for our cancelled flights, I have never experienced something like this with other airlines. If my new July 3rd flights get cancelled again American Airlines will be hearing from my lawyer! Shame on you American Airlines!!

I had to cancel my flight due to an emergency only for AA to tell me, "Too bad. So what. You can’t get your money back or receive a credit." They’re the worse, I’m going to continue to stick with what I know which is DELTA.

- Just a girl from Texas, Madi (12)

If I could give a zero, I would, though some of the staff don't deserve that. But when storms came through Philadelphia yesterday, it was instructive how my kid was treated in flying Delta versus me, on American. They were told straight away--after a two hour delay--their flight had to be cancelled, given a new flight and a hotel and meal voucher. There was staff at the gate, who kept passengers appraised. I on the other hand was given ZERO information, the flight was delayed five times with no information other than a very delayed email occasionally, and several times passengers' boarding passes simply evaporated from the app and it said we had no trips booked. We thought the flight was cancelled each time, but no.

A little disappointed with American Airlines. We booked a trip to Jamaica with them. The return trip had a 90 minutes layover in Chicago. The short layover time made it impossible to catch our connecting flight due to the fact that we had to go through US Customs, Baggage claim, move to another area of the Airport (Domestic travel area) and then recheck in our bags and go through security and then catch a shuttle to our gate. American Airlines should have known this before booking this short layover. One huge bright spot was an American Airlines employee named Keith **. He went above and beyond to assist us in getting vouchers for a hotel and booking us that night, and one for a Uber and a Breakfast meal. The customer Service he displayed was Top Notch. Thanks Keith!!!

I flew from CLT to BUF on a non-stop flight, which has a duration of about 1.5 hours. I checked in my baggage, but upon arrival in Buffalo, I was informed that it had been “delayed.” I went to the American Airlines baggage office at BUF for assistance. I had questions about setting up delivery for the delayed baggage, but the staff member there seemed irritated by my inquiries. She actually yelled at me and told me to “just Google it” instead of helping. I was essentially scolded and dismissed from the office without any support.

Iberia Airlines and American Airlines—You Failed Us. This trip was supposed to be special. It was my son’s birthday. Instead, it turned into a complete nightmare—because of indifference, incompetence, and zero accountability from both Iberia and American Airlines. We booked through American Airlines, paid extra to select seats. Then learned we had to pay again because the international leg was operated by Iberia. Fine. We paid twice to ensure my family—my wife and our two young boys—could sit together on our way to Madrid. But it all unraveled in Texas.

If I’d give zero starts I would. I have traveled around the world so many times, and by far AA is the worst on scheduling and customer services. Customer service acts like it is customer faults to have delays.

My job always picks American Airlines but personally I always fly with Delta. Less issues. Today, my flight times and gates kept changing. I want to go home in a timely manner. The same thing happened to me last year and when American Airlines rebooked my flight, they rescheduled it 2 days after my original booking. But get this, they flew my bags back home on the flight that I was supposed to be on! Because of so many delays and cancellations they moved some of those folks onto my flight I was supposed to be on. I had NO clothes to change into after spending all day sweating in DFW. They couldn’t even accommodate and pay for a hotel. Then I asked what happens to my bags and they said as long as if I pick it up in 5 days (or something like that). What kind of shenanigans is this?!

Today is not so unusual for AA...first flight delayed due to equipment failure...delay prevented making next flight...rebooked by agent but no seat assigned, gave directions to next gate..got to next gate told flight moved to other gate - this now is 3 different terminals..got to third gate..delay flight to cool of the plane...move to another gate for a third delay of this same flight...oh yes...there is no plane at new gate!!! Not a word of why this literal run around!!!

I would like to start off by saying that I was not aware this was a budget airline. First off customer service is horrible; from booking to the stewardesses. When booking I was asking for help because our seats for 6 were changed, this was not our fault since we had pre picked our seats already. No help and just tried to upset our tickets, unlike the other airlines which would usually help and set families together. On our flights the flight attendants were rude and kept pulling on people's seats (accidentally), I don't know how you do that more than once especially if this is your job. Then there was no food service on a four hour flight, not even to buy. And the food prices were ridiculous. Then on our last flight we were tired and struggling with the kids, the flight agent decided to make the comments "hurry up you guys are holding up the line". As if that was going to make us go faster.

I took a chance to fly out of PAH which was served by Contour with the remaining flights American Airlines. I cannot say enough positive about Contour and their staff. Completely different about AA. Completely uncaring and inconsiderate staff. Delays after delays and end up being literally routed all the way across the country and an extra night and day in the airport. No offers for discount or upgraded seats even though what would have been a few hours was now 6 plus another leg. I have double knee replacements and they stuck me in the back of a very large capacity plane. I asked to be moved as I am not supposed to be cramped up that long unable to straighten my legs. "Benne" said I could change if I paid for the higher seat. First off the time would have been less and the seat was better before all the changes not my fault. Not sure I will give these another shot.

Horrible, horrendous customer service; wish I could give 0 stars. Delayed flight in Orlando led to a missed connection in Charlotte. Orlando agents said that we would be offered a hotel voucher and meal voucher and booked on a future flight for the following day. When we arrived in CLT, we were offered a MEASLY $12 meal voucher and told because they have an overnight flight available getting into MSP at 1:00AM. I have young kids at home and my wife cannot pick us up in the middle of the night when we were initially scheduled to arrive at NOON.

My husband and I have been planning our anniversary trip from SAT to FCO for over a year. When we booked our flight everything was wonderful. Then an email about flight change, needless to know that that also meant having to rebook seat, which we didn't know we had to do, so we no longer had window seats but now middle seats. Then again another flight change and now we have a 3 hour layover and when I reached out to AA, to change flight from SA to DFW would have cost me more once again. I am so tired of customer service having to read from a script, a monkey can do the same, maybe even better than what they have now.

American Airlines sucks! We went to take off and the brakes got hot. The plane turned around and we sat in the plane for over 2 hours until the mechanic could fix it. I missed my connecting flight and had to book for the next day. When I got to Charlotte they wouldn't give me a hotel voucher because they lied on the form and said it was due to weather. It wasn't the weather it was the breaks! I went to rent a car to drive 4 hours home. No cars!

My daughter is stuck in FLA. Flight delay is causing her to miss 10pm connect flight in Charlotte. American isn’t offering a hotel stay, a refund, a new flight, or even assistance in solving the problem. American is offering nothing, when they caused this issue. Is she supposed to fly to Charlotte and hang out there till morning to purchase new flight home? Crazy! I’d give it 0 stars if I could.

Was supposed to fly from Albany to Jacksonville NC. Flight delayed and no notification. Multiple flights delayed, many people affected. Apparently at least 2 planes had mechanical issues. At least 3 flights were delayed or cancelled. Ultimately able to find a flight to Raleigh and then would have to drive 2 hours to destination. On top of it my new flight to Raleigh delayed, with very tight connection and small airplane is used which means bags have to be valet checked and collected on arrival, wasting more time. Concerning that at least 2 planes have mechanical issues and small planes are being used. Would not recommend to family and wouldn't fly American unless absolutely necessary. On the plus side the gate agents were very helpful. Date is 6/22/25.

Worst airline e experience ever. Both legs of my trip experienced flights cancelled and significantly delayed because of lack of crew. Customer service is rude. Impossible to speak with anyone who has any clue what is going on or any authority to do anything other than say “sorry for the inconvenience.” They now owe us for cancellations plus hotel expenses, lost time, and emotional distress.

Just got on flight. First thing they say. "No catering available, will take too long for the flight. You can get a cup of water or juice in the back. No snacks.' We still pay high prices for tickets and get close to nothing. What happened to the airline business?

On the way to Cooperstown, NY. Booked American Airlines so that we can book first class for comfort as one of the passengers is disabled. The downfall was a layover in Charlotte. The outbound flight was fantastic. The nightmare began on the return flight. They continued to push our flight back. When we got to Charlotte, NC on the return, we had missed our connection. They gave us vouchers for a hotel and food. They advised they could only put us on 1 flight out the next day. Flight was supposed to go out at 640p. It also continues to get delayed. No reason.

It doesn’t matter how many loyalty points that you have with them, if there is ever a mishap, you’re treated as if you just came off the street and bought a ticket. I spent 30k with them in one year, and they couldn’t refund a $300 flight. I can easily spend that money with another airline, and you should, too.

It has not happened once, but many times, as soon as American delays one flight it is like a domino effect, all of them get delayed, This last time and I do mean last time I flew American I showed up on time and at the last 30 minutes they cancelled because another flight cancelled my flight, Don't they have more than one plane, and I had to drive to my destination, on the way back same thing but it was delayed for 12 hours, and when we landed there was no one to bring the ramp to the plane, so we sat there for an hour and a half to go 10 yards, I will never fly American. I fly a lot and no other airline has this much problems.

Last year, flying out of Salt Lake City, Utah, I experienced the worst airline service I've ever been subjected to. I'm writing now because during a small family gathering this weekend, everyone who just recently traveled here to Charlotte on American had the SAME THING HAPPEN! I arrived on time. The plane was late boarding. We were told at 1:00 in the afternoon that they had to change the oil. Isn't that something you do at 3:00 am when the planes aren't in service? Said it would take an hour. Three hours later, they needed a new part, and several hours later, they were "waiting on a new crew to come in from Phoenix since ours had timed out." Then, at 10:00 pm, they announced, "Folks, we're sorry, one of the crew from Phoenix can't make the turn." ARE YOU KIDDING?!? All day...wasted.

American customer service, in flight experience and continual delayed flights makes it perhaps the worst airline I've ever flown on. On both flights to and from home, the flights were delayed nearly two hours with absolutely no weather related issues. We purchased first class tickets and the experience was far from first class. On the outbound flight the food quality was so poor, I wouldn't give it to a dog I don't like. On the delayed trip home they failed to load any food on the plane despite it being part of the price of a 1st class ticket. On both flights despite our bags being tagged as priority, they actually came out last. The only priority for American is profits, they care little for the customer. Contacting customer service is a complete waste of time as all you will get is a form letter apology. Stay away, you won't get what you paid for.

American Airlines delayed our flights without telling us until 45 minutes after boarding time. We missed connecting flights both ways. They lied to us about the flight status and we will never use American again.

I’ve had 3 poor experiences with American Airlines out of DFW. First had delays and multiple gate changes. The second had cancelled flights and delays at the beginning of the trip. And then an over 4 hr delay on our way home, plus the customs machines were down for awhile and the lines wrapped around the upstairs airport hallways. The last trip had issues with something breaking on the plane, causing a delay after we were already onboard. That caused us to miss our connection (with insanely long/slow TSA lines contributing to that). And then the flight we were rebooked on was delayed twice. After being awake 24 hours, I just want to get home… and flying AA through DFW is NOT the best way to get there. I will never fly AA or through DFW again!!

When it comes to Reliability American Airlines is the worst. Several times my schedule flight was 9am and didn't get out till 10 pm. If you call customer service be ready to play games. You can't understand them unless you are from India. They have very lazy employees especially in Tulsa. I try to avoid American airlines now.

They LOST elderly mother who had reservations for special assistance. They WOULD NOT HELP FIND HER. I had to call O'Hare and get mercy from the operator there to look for her, which airport police is doing RIGHT NOW and I am in New York, helpless and crying after being on the phone for 2 pointless hours with this incompetent and uncaring airline. They should NOT be allowed to move HUMAN BEINGS anywhere. Never ever book anything important with American!!! EVER!!!

Terrible flight delays. Bad customers services. Did not notify customers early enough for any changes and delays. No staff available to answer any questions due to changes. We got 6 times changes on terminal stations within 1 hour. Almost pass out from running to keep up with them. Missed announcements when plane were about to land. Many were standing up with cabins opened when plane was not at a complete stop yet. No one told them what to do. Will never fly with American Airlines again. Will never recommend anyone to fly this airline.

Worst company ever. Inhuman, unprofessional, zero percent patient, empathy, worst mistake I have made in my life is traveling with this dead company. Zero customer experience. Don't waste your time traveling with them.

I had planned my trip to allow for both business and personal time. The vacation was lost due to long flight delays, gate changes without notification, and missed flights. If I had been notified of the gate changes, I would not have missed my flight. My luggage arrived at my destination, although I was a day behind schedule. There were issues from day one, including gate changes for all four flights. I was unable to sit with my husband, which was ridiculous. I would verify the correct gates with the attendant after getting off the plane, and they weren't even provided the updated information. Seats were ok - charges are ridiculous - staff did their job, some were friendlier than others...

Today is my worse experience with American Airline. My baggage was 6lbs overweight and they charged me $160. My baggage was the only checked-in baggage on the flight. The person checking me in stated the contract when booking my flight states what the cost of overweight baggage. When booking my flight, information regarding check states the fee is $45. I flew from Chicago to Springfield IL with the same baggage, nothing more or less and the cost was only $40. Why the inconsistency. I feel robbed and misled. This is injustice. Not only did they charge ridiculous price; after weighing my luggage, I then had to take the baggage through TSA. Normally when checking in baggage, the Airline will take the baggage and ensure it's on the flight.

At DFW airport: Moved our departure gate TO DIFFERENT TERMINALS 3 times, so far. Forty minutes wasted because the passenger cabin was way too hot for humans. (Some nitwit left the plane sitting out in Texas sun all day, all shut down.). Now we HOPE to depart and be late & HOPE to make our connection. Let’s hear it for DEI hiring!!!

I will avoid flying AA at all cost. The customer service staff is extremely rude as well as the flight attendants I missed my connecting (due to a long delay from AA) flight in Dallas (horrible airport to be stuck in) I was told to go to customer service to get on another flight home. With an extremely long line and wait period, do to others in the same dilemma. The staff was passing out candy to each other as if we were all invisible. I was told there were no other flights available until the next day. Hmmm the lady in front of me must have gotten the very last seat, profiling at its best. In my opinion. I am a caregiver, and it was urgent for me to get home. I explained this and basically got a shoulder shrug.

I have been using American Airlines because they are the only major option at my local Airport but I am now going to take the hour drive to Cleveland so that I can use other airlines. They're just not worth it. The last six flights I have taken with them have been canceled, delayed, changed and rerouted with less than 3-hour notice and this has included an international flight where they wanted to have us have a layover for 24 hours. They damaged six of our luggage and after arguing and fighting with them they finally agreed to replace four of them and the other two we were just out of luck.

During boarding, my carry on have been forcibly taken from me with a threat and a scandal(!). As I was scanning my boarding pass, a woman pointed at me and said to her colleague 'Don't let her on the plane', then yelled to me: "You, Step Aside!". I did. While other passengers went in with their carry ons, she said to someone: "Take her bag, we have no room in the overhead storage compartments" and then to me: "you can't board unless you give me your bag". As soon as I got on the plane, I saw that overhead compartments had plenty of room. My carry on is euro size which is small enough to fit under the seat, and way smaller than other passengers' and I had a purse and no other items. My carry on was taken from my hands by another worker. I asked the name of the woman, she responded: 'you don't need my name, move on' then snorted.

I fly this same route every month. The last four flight have been delayed. This is getting to be too common with this airline. I’m done with them. It is so frustrating and they act like they don’t care or even have any concern. When you look at the departure screen and you see the amount of cancellations.

We flew on flight. 949. Dfw to Raleigh NC. Bradley ** was our flight attendant in first class. Hands down my favorite attendant! Super professional and more so personable. THANK YOU Bradley from me and my team that sat in first class. AWESOME!

I was recently on a flight where I missed my connection, at no fault of my own. When I landed I was informed that I had been re-booked to a flight the next morning. When I went to customer service in the airport, there were 3 of us in line, all from the same flight. The two others were both older people, one in a wheelchair. Both older individuals were offered hotel stays and a credit toward a future flight. When I stepped forward, I was told "there are no accommodations available to you". Really? THIS IS BAR FAR STILL CONSIDERED DISCRIMINATION!!! I wasn't old enough, nor in a wheelchair, so I was offered NOTHING! I've received zero apology, zero conversation about the discrimination that I received. I slept in an airport, all night, with a chronic condition that isn't "seen" to the eye, yet others ON MY FLIGHT were offered a place to stay and a credit.

The worst! If you can avoid the airline, please do. I will never book another reservation with them. I know I’m only one person but I’m about to delete even the app from my phone. And to anyone that will listen I will share my experience.

Worst airline ever! I travel nonstop for work and will avoid using them at all costs. Constant cancellations and 8 hour delays. Then, customer service does absolutely nothing to help you. You are on your own for hotel cost, car rental, etc even if it’s their fault. They canceled my flight on Christmas Eve and told me no other flights available, yet I found one on my American app, so I booked it and had to pay for it. Called customer service and they wouldn’t refund, even though they lied and said there were no seats on the next flight. They said they would rather have has an empty seat than reimburse me! TOTALLY DISGUSTED. Spoke with a woman named Julian who could barely speak English and she told me she wouldn’t do a single thing to help me. DO NOT FLY AMERICAN!! I will be reviewing on every site possible.

I would live to give AA a higher fever, after all I fly with them in 3-5 legs each and every week. However, living in Dallas, I have very few other options, Southwest isn’t practical for my National wide destinations. I first want to preface that 98% of my encounters are positive. But most of that is with the flight attendants and CS agents on the PE Advantage Desk.

American Airlines delayed our flight in Virginia for maintenance yet wouldn't hold our connecting flight. We literally ran to the next terminal and missed the boarding by seconds. They hadn't left the terminal but they closed the door and told us it's policy 🙄. So where's the policy for causing us to be late? Another passenger tried to get help from customer service only to witness the workers hiding behind their work centers, taking pictures and laughing. Apparently it's funny to see people get stranded at the airport. Classless employees and disrespectful. 😒

Worst flight or airport experience I've ever had goes to American Airlines - CLT Airport!! Trash!! So trash I will never pay for an American Airlines flight again! Absolutely terrible customer service!

This is a horrible airline to fly with! They are always late or cancelling flights. They don't even deserve star. They are nothing but a flying disaster. Thank God I don't fly American anymore. They used to be good. Not sure what happened. Maybe they should fire the CEO or just simply do us a favor and go out of business.

After an 8 hour delay in Lexington, Ky (due to a fuel leak) and a 3 hour delay in Dallas (due to ATC delays), TX I arrive in SF with no bag. The representative at the baggage claim was very rude and only provided a QR code to scan. The QR scan directed me back to the agent. Finally my bag arrived to SFO hours later. There was no direct number to call. After multiple attempts to have my bag delivered, my bag arrived 15 hours after I landed. Horrible experience.. I would rather take a bus than deal with those people..

Having flown over 2 million miles with American Airlines over several decades, my long-established and positive opinion of American is no more. They currently display poor customer service, no customer loyalty, and no empathy. My mother passed away recently and I had to cancel my flight to attend her service, weeks in advance, due to a personal health issue, (dizziness for 6 weeks confirmed by a doctor's note provided to American). Thankfully, my family has postponed my mother's service until a later date.

Had to check my bag at the gate because they didn’t have enough room on the plane for carry-on luggage. Received my luggage at the airport at baggage claim and it was damaged. Didn’t notice it until I got home… I live about 45 minutes from the airport and they want me to go back to the airport with my luggage and file a claim. Ridiculous.

Delayed flight. Delay in communication to passengers. Sharing of incorrect information to the passengers. Staff not capable of handling the situation. Short staffed. Overall horrible experience. Do not recommend.

I traveled with American Airlines from Chicago to DC on 19 May 2025. While I was waiting to be boarded, there was an announcement that they needed volunteers to give up the seat. I went to the desk and told them that I am willing to give my seat. After some minutes I was told they no longer needed seats. I boarded and they announced that they needed three seats. I volunteered again. The reason was that the flight was delayed, and I have a femurs thrombosis in my leg, and I did not want to stay seated for a longer time. They again did not consider my request even though I am a senior and have a medical issue but accommodated three other passengers. The flight was delayed about 1hrs and 30 min. I sent a complaint, and I received only a response acknowledging the email. No refund, nothing. Valentina

I’m very disgusted with the flight attendant on this flight. My connecting flight has a 20 min window. At the beginning of the flight I asked if there was an empty seat if I could move closer to make sure I met my connecting flight. She was absolutely so rude. I can’t believe AA would want to employ someone that represents them in such a way. She told me I was out of luck. Didn’t try to accommodate or help. Her name is Tammy. I believe she is Charlotte based. She’s got short bleached hair. ABSOLUTELY the worst customer service / people skills I’ve ever seen. Please hire civil decent human beings when you’re conducting employment interviews. I watched her do the same thing with everyone she had contact with.

AA is the worst with constant issues with planes and delays. Took a flight from BDL to Chicago May 15 and our plane landed and steering broke. Had to be towed to gate. My connector was suppose to be at 8:50 pm. Delayed to a pilot not there and maintenance had to be done on plane and no one showed so they pushed it to next morning at 9:15. As a woman traveling alone it was scary sleeping at an airport!!! Haven’t received refund or any compensation. Only offered a hotel voucher which was useless since it was already 1 AM. Do better AA.

They broke my gaming pc glass and one of the legs for it. When I filed a claim, they said “there’s no proof they broke it” because I would definitely ship my gaming pc full of broken glass to further tear up the inner components right? 🙄. Avoid using them if possible, they have zero respect for people’s personal property even if you mark it fragile. Instead of just being adults and admitting to the mistake and trying to rectify it like most normal companies would do, they try to deny and lie. The fact they managed to break it despite the immense amount of packing material we used is wild, I have never had this issue with any other airline. If you are stuck having to bring anything with them, make sure you take pictures and video just prior so, otherwise they’ll pull scummy excuses to get out of being accountable for the damage they cause to your items.

Am a military spouse. I checked their policy online. It said that I have up to three bags 50 pounds each if I’m travelling on business or pleasure. No need any orders. I called the airline office the night before travelling they confirm that. When I went to the airport the next morning they didn’t wanna honor that policy and they were really really nasty evil. Something definitely wrong with them. They basically don’t give a crap about good customer service. I read the policy to them more than one time. They didn’t wanna listen and I had to pay to get on the plane. This bad experience with this airline makes me promise. I will never ever ever travel again using this airline. Even if they offer me a free ticket, I’m going to turn it down.. What a shame. Truly, I don’t know how can they stay in business like that..

I was supposed to be on a flight from PHL to TPA on 5/16/25 at 6:50 am. at 9:02pm the evening before I get an email stating my flight was canceled. No explanation as to why it was canceled. then at 9:30 pm I get a notification that my flight was rebooked but it was booked for 24 hours after the original flight, so now I am supposed to fly out 5/17/25 at 6:50 am. No call or notification asking if that would work for me. I was trying to get to a funeral service which I will now miss. to add more frustration, I tried calling their customer service and was on music hold for over 5 HOURS until finally at 4 am I hung up. I even tried to rebook a different flight on line only to get repeated error messages from their website making it impossible to rebook that way as well. Even the app would not let me try to rebook for a flight that would have departed on the original date. All around failure on the part of this airline.

Twice in less than 2 months we have been delayed, left on the plane for well over an hour, had rude and unhelpful attendants and left to sleep in the airport. First time was our honeymoon which made us miss a full day of the honeymoon and this one which is making us late for our granddaughter's graduation. Emailing to complain only to receive an automated response, zero refund/credit is unacceptable. My husband is a disable military vet and retired from the police dept and I have health issues which causes us to be limited to flying. We will choose another airline for all flights going forward. This is a terrible way to conduct business AA!

I bought my husband a airline ticket 05/15/2025 only for them to cancel him. Had him waiting 4-5 hours. This will never happen again. Treated him like crap. I would NOT recommend no one to use this company.

It is a shame the lowest rating is 1 star. If I could give zero I would. Currently sitting here at the airport, waiting for a delayed flight to actually leave, flight 1377. This whole experience is trash and it reminds me of why I never wanted to fly AA again. Three yrs ago they made me check a carryon bag, just to throw it around and break ALL of my liquor and souvenirs. I HATE AA.

It is a nightmare having an American Airlines flight. In the last years I have had two different international flights with them, in both cases we have been left in the airplane for more than an hour, diverted and left passing the whole night at the airport without any compensation. If you escalate a claim, and only if you do it, they use to reimburse a small part of your ticket cost that obviously doesn’t cover your expenses for transportation, hotel and meals, in fact there is not money amount that cover the stress it cause, the health issues it triggers specially when you are flying with somebody with special needs and you find out their indifference and lack of protocol. If you want to get the worst travel experience, choose American Airlines.

Sad to say I have had more than one bad experience with this airline. Experiences that I don't have with other airlines. The customer service is severely lacking. If for any reason you have to cancel a flight this airline will not help you or refund you, they will not even give you a credit to rebook another time. So basically, they just keep your money for nothing. My husband travels often at his job and my son travels often with AAU, and every other airline we have used has been more than helpful when changes occur. Do yourself a favor, save your money and fly another airline. I will never use this one again.

We sat on the plane on the Tarmac for 2 hours and 58 minutes while the crew of the aircraft made excuses for why we couldn't take off. One of the excuses was that we needed extra fuel because there was some bad weather in Charlotte, so they were giving us another route. Do you mean to tell me that it was not considered when fueling the plane before takeoff? Bad weather can also happen after takeoff. I believe I should be reimbursed for my flight, but I guess American Airlines doesn't think so.

My wife and I have always paid extra for refundable tickets to avoid headaches. In January 2025, we purchased two round-trip tickets through American Airlines at $452.68 each, clearly marked as refundable. Due to a change in plans, we canceled. On March 13, we were told we’d receive trip credits valid for one year. The next day, I called to rebook using the credit. The agent explained that in order to keep our new tickets refundable, we’d need to pay an additional $445.53 — which I did. He confirmed the tickets were refundable, booked them, and told me our new itinerary would arrive by email. He also advised me to open an AAdvantage account to ensure the full benefit of the credit. Everything seemed in order.

I purchased two refundable round-trip tickets from American Airlines for $452.68 each. After canceling my trip, I was issued a trip credit. However, when I called to rebook and paid an additional $445.53 for refundable tickets, the agent mistakenly booked basic economy tickets instead. Despite numerous calls and hours spent on the phone with customer service, American Airlines refused to acknowledge the mistake, leaving me without a refund or valid credit.

My elderly disabled veteran father, needed a change in his flight schedule. When we reached out to customer service and reiterated that he was a disabled veteran, we were refused the opportunity to speak with management. Wendy told us that her manager Carlos refused to speak with us after explaining the situation. When we clarified that they refused service to a disabled veteran they told us yup and too bad. Sad that American Airlines doesn’t support veterans.

This is the first time and last time I’ll ever fly with American Airlines! We missed our flight at DFW and it’s because the airline schedules too many international flights coming in at the same time and there is no way you can get through TSA and checkpoints with as many flights as they schedule. The customer service is nonexistent and the people here are so rude!

@AmericanAir really dropped the ball. Our flight to Dallas was delayed due to a maintenance issue, making us miss our connection home. Our choices? Wait 6+ hours or rent a car and drive 3.5 hours ourselves. We chose the car. Between the rental, gas, and an Uber, we spent nearly $300 out of pocket. You refunded us only ~$160 total — not even close. This was your delay. Do better and reimburse the full cost.

With Newark Airport experiencing so many problems right now, I asked AA to change a flight for my 88-year-old mother who will be flying this weekend. I asked for them to change her to a flight traveling to Lehigh Valley vs. Newark to forego any unforeseen problems. Due to her flight being a basic economy, I was told no. I asked to speak to a manager, was given one, then told managers above that level don't accept phone calls. The absolute unwillingness to help an 88-year-old woman, and the complete lack of customer service has turned me off to AA forever. We will never fly this airline again.

American Airlines has been nothing but trouble for me. It's not reliable. My experience on 04/28 2025 Started at 7:00 am I arrived at the Tulsa OK airport. The flight was canceled at 9am. I finally got a flight at 8pm. Arriving in Las Vegas Nevada at 10 pm. Coming back from Las vegas Friday the 2nd of May my flight was canceled at 1:30 pm. I was booked to depart at 5:19 pm. I finally arrived in Tulsa Saturday at 10am. I was up for 27 hours. American Airlines is trash. I will never fly American Airlines again.

I boarded the non-stop flight from DFW to San Diego on April 30th scheduled to depart 11:57pm (twice delayed from 10:46pm originally), after having had to re-book twice that day as several of my scheduled flights I was booked on had been canceled due to weather. Once seated, all passengers were told to de-plane with their carry-on bags due to a window issue in the cockpit so that maintenance would to be able to write up a work order. By 2 am we were told the plane was now out of service but they would try to find another airplane but we had to move to another terminal 1/2 mile away and it was advised we walk there, as it would be faster.

Don't do it! Never fly this airline. Customer service does not exist. They bump you from a full price First Class seat to to horrible middle seat in the main cabin and want to give you a $50 trip credit that can only be used on their horrible airline. DON'T do it!

Absolutely unacceptable experience with American Airlines. Our Friday evening flight was delayed from 7:00 PM to 11:00 PM, pushing our arrival to 1:30 AM—well past our car rental pickup window. Since my wife had plans to stay with her aunt, we accepted American’s offer to reschedule for a 9:00 AM flight the next morning. We rearranged our entire trip—appointments, schedules, everything—around that new plan. Then, without warning, the morning flight was delayed again… to 5:00 PM. At that point, the entire purpose of our trip was ruined. We had to cancel everything, and now there’s absolutely no reason to even go. American Airlines completely derailed our plans, wasted our time, and left us with zero confidence in their ability to manage or communicate effectively. This was our last time flying with you. Never again.

First and last time I fly on this so called airline. I missed a connecting flight due to their poor time management and due lack of accountability. I had to book a hotel room that they refused to cover.

Extremely disappointed with American Airlines. Their reliability is the worst I’ve experienced—every flight seems to come with last-minute delays or unexpected schedule changes. It’s frustrating to plan around a flight time only to have it change with little notice, often without clear communication. I’ve given them multiple chances, but the inconsistency is becoming a pattern. Travelers deserve better reliability and respect for their time. I won’t be booking with AA again unless they make serious improvements.

I had flown with American Airlines back on 02 April 2025 on a domestic flight to TPA. In the process of transporting my luggage, they damaged it to the point where I cannot safely use it for future air travel and managed to lose several items in the process. When I retrieved my luggage in baggage claim, I immediately filed a report at their office where they took pictures and filled out a damage report. I was told they would contact me in the next day or two to discuss how the claim would proceed. That never happened. When I called the number on the damaged bag receipt, I reached a voice recording that instructed me to file an online claim. I did as instructed.

I flew on AA on April 15, 2025 from Dallas to Spokane, WA (via layover in Phoenix). Our flight was delayed and the plane was ultimately grounded out of Phoenix. We were moved to another plane and ultimately arrived in Spokane hours later than scheduled. Go to get my bag in baggage claims and it's not there. The Spokane airport baggage service person was unprofessional, rude and condescending in helping me with the process of finding my bag. It was after 1 am, so his cranky attitude could have been due to him being tired - so were we all after that delay!

Caution. Flight can leave approximately 25 min before it's supposed to. They can shut door to load on plane. American says at 6.55 for 7.23 so you can load because they are locked and no at desk to help you. No refund either because it's not their problem. Customer service sucks.

Booked a flight from 4-25-2025 Hartford through Dallas to Cabo San Lucus to attend my grandson's birthday. Waited 5 hours in DFW before the flight was finally cancelled for "weather", an excuse AA gives so they don't have to give you a hotel. We come back the next day after rebooking, (we lost our 1st class seats), and were promised top of list for upgrade from agent in Admirals Club. At gate flight was delayed again for 1 hr and the ignorant, gate agent told me, (with a snarky attitude) we should not have been promised top priority for 1st class upgrade. I became angry, (due to 24 hrs of delays an total lack of interest by AA) and used the f word and was told I could not board the flight. American Airlines has developed into 3rd world country airline and should never be used for travel! I have used them most of my international career. I will not use them again!

Our departing flight was delayed 45 minutes, our connecting flight was also delayed so an announcement was made to go get dinner since it would be an additional 50 minutes, 10 minutes later another announcement was made that they were boarding, contradicting the first announcement. $60 wasted on food we had to leave on the table to catch the flight. Returning, flight was again delayed 2 hours, missed connecting flight, worse seats in rescheduled flight, etc. No agent at the counter, had to track down help to reschedule missed connecting flight due to their delay! Poor customer service!

My Incident involved mistreatment of my elderly, disabled mother by an American Airlines officer at LAX airport. My mom was scheduled to fly on American Airlines Flight AA136, operated by British Airways, departing at 1:20 PM on 4/15/25. We arrived at LAX at 9:15 AM for check-in. the AA counter, staff claimed my mother's travel document was only valid for Egypt and that a UK transit visa was required to connect through London Heathrow. The staff member questioned whether my mother could understand flight instructions due to her limited English proficiency. The staff member then claimed my mother could not check in, citing a visa issue. She suggested that purchasing a new ticket could resolve the situation.

Worst ever. I booked a flight for my daughter from Orlando back to college. Paid over the price of other similar flights. She gets on the flight at 530am, and there is no pilot. The flight leaves almost an hour late, which makes her miss the connecting flight. When looking for rebooking, she is placed on standby. NOBODY ever says the flight is full. She has now been waiting at the airport for 3 hours, and the attendants only say they will call her if there is a seat. After no one calls, she has to seek out another person who says it will be another 6 hours before the next connecting flight. Meanwhile, I have to find a way to get my child, who is under 18, food, a charger, and other basic personal necessities out of pocket because a 2-hour flight is now a 10-hour flight. DON'T EVER USE AMERICAN. I will NEVER make the mistake of thinking this is a good or even fair airline.

Booked flights for my wife and I to celebrate our 25th wedding anniversary and vacation. Couldn’t even choose our seats and when we get to the airport to check in we were seated not together and when asked they told us there is nothing they can do. It is what it is. What a joke! Almost $2000 for flights and they don’t even seat you together and they don’t care! Counter personnel told us it is what it is. And to top it off. They did it to us again on the return trip. Retired disabled vet. 25 year wedding anniversary and was told that it is what it is and too bad.

A front gate agent in Orlando, FL was rude to us, swore at us, then called her supervisor, and lied to him about her atrocious behavior. The supervisor didn't even listen to our side of the story, got in our face to shout at us, and cancelled our tickets. We will NEVER FLY AMERICAN AIRLINES EVER AGAIN, especially since they refuse to compensate us for services they didn't provide. And that was just the most recent bad experience. We once got stranded in Charlotte, NC due to a flight that was delayed so many times that we didn't leave until nearly 24 hours later! No accommodations or attempts to ease our situation were made. We had to pay out of our own pocket for hotel, meals, and rideshare. American Airlines never compensated us a single penny. American Airlines is a GREEDY, SOULLESS black hole that will suck you dry and give back nothing in return.

I purchased exit row seats for my two flights. When I arrived at my departure gate, the gate agent announced they had exit row seats available at no cost and asked if anyone wanted to switch. I informed her that I paid for mine and would like a refund since they’re giving them away for free and I was told NO! This is ludicrous.

Horrible travel day with American Airlines on Tuesday April 7, 2025 Norfolk to Laguardia to Boston. We were rebooked 3 times with delays resulting in a whole day of travel instead of just 3-4 hours. And on one of the flights we had terrible turbulence resulting in both of us sick with nausea and headaches. Was one of the worst travel days ever for me. And I have been traveling for 50 yrs. I will be sharing this story with all my friends and family. Very disappointed and disgusted.

Extremely disappointing experience with American Airlines — twice in one weekend. On our way to Portland, OR, our flight was delayed for over 3 hours, with misleading and constantly changing updates: first a 40-minute delay, then more, then more again. It was frustrating not knowing what was actually happening. Now, on our return flight (AA2515), we’ve landed but have been stuck on the ground for over 30 minutes because there’s no available gate. No clear communication, no solution in sight — just more waiting, again. Two flights, both delayed and poorly managed. This kind of service makes it hard to trust American Airlines for future travel.

We traveling Dallas tx to Austria. Their service is not good. Food was Horrible. Frankfurt to Dallas tx crew was so rude. They have no respect for anyone. We never flight with American Airlines again and we never suggest anyone to fly with American Airlines again.

Terrible airline. We have flown seven times in the last 6 months, five of the seven we've had delays. Never weather related, always mechanical or the incoming flight was delayed. Horrible airline! Never again!

While the pilots and flight crew were very professional at all times, the operations for American is simply the worst. I fly to Vegas multiple times a year and the success rate for timely travel on AA is less than 30%! 4 hour delay yesterday due to a “crew change”, 45 minutes on the tarmac due to “gate issues” which then resulted in an overnight stay and crack of dawn departure out of Dallas. Sadly, this is the norm and not the exception. Booking customer service is simply reading a script. Management and air operations need to fired ASAP! There is no an ability to leave zero or negative stars, which is deserved.

Delays are not the worst part of flying with this airline, it is the lack of empathy/support for people with health conditions and terrible customer service that makes this flight experience so miserable.

Unfortunately this will be my last flight with American on 4/12/2025. Never had an issue when flying first class. The one time I fly main cabin with upgraded seats I get bumped from flight due to over booking. Never given any compensation for loss of upgraded premium seats. Had to wait at final destination for luggage that made my original flight they said I would not make. Absolutely the 0-10 customer service.

The agent was very attentive initially. Talked us into insurance (paid extra) and then did nothing when we needed her help. When my daughter had emergency surgery last min and could not travel, The agency would not refund $1150 bucks for 1 canceled hotel room and 2 of us still went! Do not use them!

American Airlines has the worst customer service I have ever dealt with! Everyone read this email, and I had to send many others. Filing a complaint with American Airlines is a joke! I am still waiting for a reply to the last email I sent you days ago. Again, your email was filled with inaccurate information. The American Airlines refund department should not be waiting for my "reservations" to be completed. As my complaint submitted on the 15th stated, American Airlines had to cancel my entire trip to Dublin and Milan. As I said, the flight 2M8FQF was delayed 6 hours due to a call out from a crew member, reported right from Alexis on a recorded conversation over the phone. She had to rebook my connecting flight out of Chicago.

I want to elevate American Airlines for their quality of service. I had always love flying American Airlines but after my experience Sunday flying from Miami to Montego Bay, I'm more determined to travel AA. I flew down from Savannah Georgia. Somehow we got confused with the gate and waited at the wrong one. When American airline called us, we were at the other end. They assured us that they will not leave us. The flight was delayed a couple minutes to wait for us. All the staff including the Pilot was happy when we reached the airplane. I appreciate them so very much. Now I'm American Airline happy stop passenger. Love you AA!!! Fly AA everyone!!

I had a connection FLT from Nassau Bahamas to Nashville on Feb 28th this year..we were to connect in Miami,s o the flight to Nassau had mechanical problems and we were in the plane for 2 hrs which made our Connected flight being changed in Miami, so we arrived in Miami and had like half hr to catch our plane to Nashville. The flight attendant told others passengers who didn't have a connection FLIGHT to let us off the plane so we can run to our gate. We ran to our gate to meet a notice saying the plane isn't leaving until the following morning at 6am.

Flown Delta my entire life. First American Airlines flight I took was out of St. Thomas in the U.S. Virgin Islands. The flight was "delayed" an hour (even though it was sitting outside the airport for 45 of those minutes) and in their own words, 115 people from the flight had to be rescheduled on other flights the next day and that is not including the connecting flights that were just flat-out cancelled.

If you pay for an upgrade that shows complimentary snack and drinks and while you fly they offer to all your row but not you is unacceptable. You should reimburse me for what I paid. Also if it shows priority boarding but you don't received it. It is unacceptable.

On 2/23/25 I flew American Airlines to Costa Rica. Upon arrival at 11:30 pm my new duffle bag suitcase came off the carousel in shreds. Side pockets had been sheared off and I lost everything in them. Tread marks could be seen on the outside. My toiletries and makeup were exploded and my remaining belongings were shredded or stained beyond repair. A few of my things had been placed in a plastic bag full of holes. Pieces of my underwear were literally going around the carousel. No one from AA was present. I attempted to file a claim online but the site did not work.

American Airlines does not honor trip credit. Had to cancel plans due to death in the family. Was not able to get refund without paying an extra $500 per ticket. Obtained trip credit however the trip credit number does not automatically populate the traveller's account even though the reservation was made with login to the account. Instead trip credit number is in a separate email. This is unlike other airlines. When it came time to use trip credit, I was not able to use trip credit for an eligible flight when making the reservation online. The message directed me to call customer service.

I book my flights with a chase rewards card. Every time I book with American they print my name on my ticket and reservations incorrectly which causes unnecessary delays and headaches. Everything is correct on chase's end. When I asked if American can fix it they blame chase and say because it's booked with a third party they can't fix it. I tell them I am looking at the chase reservation and spoke with chase and confirmed everything is correct and that it only occurs with American Airlines. They continue to gaslight me and tell me it's out of their hands and that they can only fix it for a $50 fee. Absolutely outrageous.

WORST EXPERIENCE EVER. THEY ARE RUDE AND INSULTING. THEY HIDE THEIR NAME TAGS SO YOU CAN'T REPORT THEM. I try to check my 10 year old in and the lady at the counter told me that I was suppose to check him in two hours before had.. which I know for a fact that it's 1 hour before hand. I kindly tried to tell her, but she was mad and told me about personal accountability. And that it's basic math..right in front of my son.

I had an awful experience trying to travel to see my husband's ill grandmother in her final hours. We should have had the day to spend with her if our $800+ flights were on schedule. Instead, we spent 15 hours in DC due to TWO plane “mechanical issues”. This is unacceptable. Each agent and CSR we spoke to provided miscommunication and a lack of care/understanding. I reached out to their “customer relations” department. They are useless and are not taking anything seriously with numerous templates email responses. I have a full report that I’d like to provide and each time I ask how to submit it or for contact information on who to contact, it is ignored. Absolutely unprofessional and disappointing. If an AA sees this, I expect a response to show you care about the situation (which is much worse than I’m putting on here, you’re welcome) and that you care about YOUR employees that need much more training.

I was at the airport for a 3:30 flight on American Airlines. They announced that we would be boarding in 10 minutes. 5 minutes later they announced that the flight was being delayed until 7:00 pm! I happened to have a layover in Los Angeles and now I would miss that. I went to customer service and they fixed this problem. They booked me on a flight to Phoenix, AZ I would have to stay overnight there then I would get a flight in the morning to Sacramento. That was inconvenient but okay I understand things happen.

I paid $1,965.35 for first class round trip flight from PHI to RTB. The first leg of the trip from PHI to MIA I was put in Economy. (Ok, the old bait and switch usually done by companies with no integrity.) The flight from PHI to MIA was delayed I just made the second leg of the journey from MIA to RTB but my bag didn't but was delivered to the hotel the next day (over 24 hours later). On the return leg there was a delayed take off at RTB so I missed connection but was able to get on a later flight in economy. Total refund from American Airlines $158.48. Robert Isom's (the AA CEO) has set the tone at the top for employees not to provide decent service and should be fired.

Will never book another flight with AA! They canceled the flight and rescheduled for a late night flight 10 hours before the booked flight. Needed early flight in order to attend funeral services. Extremely disappointed! Never again American Airlines!

This airline is never on time.. I travel frequently and I use to be a fan of American Airline but over the past couple years they have gone downhill.. They change flights without updating you, cancel flights, have you waiting on planes for hours (Cancun on 3/16/25 to Charlotte) without any communication as to why you are just sitting there causing unnecessary panic.. They always have a shortage of Pilots.

First our flight was fine. Checking in was horrible. Packed at counter. People everywhere. Our bag was 2.5 or 3.5 lbs over. So they charged 100.00 extra dollars. The girl was miserable. Even before bag overage. Horrible customer service. There was nowhere to grab anything out of bag to get weight down. When we got home I contacted customer service explained that my cervical stimulator had to be in packed luggage and luggage was 49lbs at home before cervical stim added. Basically they wrote a bunch of fluff and said they are strict with bag overages. They didn't get the point that a medical device made the bag go over. I have no patience for nasty people or companies. I will never fly with them again. WHAT Happened To CUSTOMER SERVICE. No complaints about flight. Nor coming home. Same bag came home with cervical stimulator. No extra cost.

I had an upcoming flight that I wanted to possibly reschedule due to bad weather being forecast. At first the customer service rep was helpful and tried to help me out but it became clear that there weren’t any flights that would work for me. I told him I was going to keep things the way they were. He then proceeded to çall me 3 times saying he had a good deal. I called back but he was trying to get me to change all my flights which wasn’t going to work and I told him so. Then I received the attached text saying my flight was cancelled. I was so worried and called the number back. The thing was I didn’t get an email from the airline and the flight was NOT cancelled. The rep's name was Aiden and he was very exasperated when I wouldn’t give in to his pressure to change my flight. My question is who are you hiring to do these jobs?

Still sitting on the plane over an hour awaiting air conditioning maintenance. First Class gets served, the rest of us just sitting no service of anything. Zero alternatives communicated by the flight leaders. Pilot only said this problem has been a previously unaddressed issue that they want to take care of now and a paperwork process is to follow, no real estimate for departure. Plane is an A321. Beware American Airlines out of LAX. Never again.

My husband and I flew on American Airlines, first class, full fare from San Diego through Dallas/Ft. Worth to Savannah, Georgia on Feb. 20. We were supposed to land in Savannah about 7:09 p.m. Delayed out of San Diego caused us to miss our connection in Dallas. Originally rebooked by AA via Miami to Savannah for the next day. Not acceptable as we were attending a wedding. So rebooked three different times, after unbelievable delays, including returning to the gate because "we are low on fuel" according to the pilot. Three different crew changes over 3-4 hour. End of story: we arrived in Savannah at 4:29 a.m. on Feb. 21. Bumped from first class to coach. No meal. Lost one night's cost at our hotel. AA's response, after several back and forth emails, was because we arrived at our destination my husband's ticket was refunded $61. My ticket - no refund. We will never fly this airline again.

Purchased 2 tickets to fly to a resort. Found out after the resort is full of feral cats. My wife is highly allergic to cats. Could end up in hospital. Tried to cancel tickets and fly somewhere else. AA would not give us credit even with letter from my wife's doctor stating her medical condition. That is completely wrong on AA end. I would not purchase any tickets from this company.

I am totally unhappy and dissatisfied with American Airlines' customer service. I was flying from Florida to Washington DC on January 12, 2025. The flight gate agent was so disrespectful. First, he called the passengers from Group1-6 and they all boarded the plane. Then I heard him calling Group 7 but lots of the passengers lined up. I asked some people what were their group number. Some of them told me that they were Group 9. Some were 8. I thought everyone was called to lined up. A lady in front of me and her daughter were G-8 and some people before them were G-9. He let everyone before me in but when it was my turn he told me to go back. He should have treated everyone equally because we all paid the same amount of dollars even though we have different skin colors.

I purchased a Business Class international ticket on American Airlines for approximately $4,000 because I needed a lie-flat seat due to my bad back. This was a significant expense—nearly five times what my friend paid for a coach ticket ($800)—but I justified the cost for the comfort and ability to sleep on the outbound flight to Europe. Unfortunately, my experience with AA turned into a nightmare.

Continually changing flight times, flight numbers and layovers. Impossible to access their website to alter flight plans due to chronic "System Difficulties". Can't believe they are able to stay in business.

The AA business class flight booked with BA was the last leg of a very productive business trip which up to that point was only uncomfortable with the whole Heathrow airport chaotic experience. The cabin steward responsible for my aisle was just plain rude from the moment I took my seat: Couldn't understand my menu order, interrupted me impatiently, and insisted that I kept a table cloth on my tray for the entire 3 hours it took for them to roll out one drink and the meal. I had my drink and went to sleep within the 2 hours mark and let them worry about the table cloth. Unlike other airlines - no bother to inquire if I wanted a wake up call for my meal but that was fine.

I was on an AA flight from HKG (20+hours) and was able to get to the gate of an earlier flight to my destination (TPA). The gate agent (Evelyn) at gate A36 DFW, said due to not having a high status she was unable to make the change. She did verify that there was plenty of room on the flight. To make matters worse my flight is now delayed. I tried to call customer service and that was an hour wait and the flight started boarding. WHAT CUSTOMER SERVICE!!!!

My husband and I had a stop over at Reagan and we had to valet our bags because the plane was not big enough to put them over head. The plane was delayed because we had to deice from Des Moines. We still thought we had plenty of time to make our connection. We stood waiting for our bags. The first bag came out. Then we waited. He finally told me to go to the gate because now we were cutting it close. I got to the gate and tried to tell the gate attendant what was going on and she acted like she didn’t care and for sure wasn’t listening to me. My husband called and was on his way. I got on the plane thinking the flight attendants would be nicer. They were training and didn’t even look up at me while I was trying to tell them our situation.

I am filing this complaint because I have never been so disappointed in an airline in all my years of traveling and I am a credit card and reward member with American and up until this experience always gave preference to American airlines. That will change as of this point based on the horrific customer service I received during this last trip. I have for sure had issues in the past but they felt isolated, but this incident was constant and with just about every member of your team I engaged with over my travel on February 17th. Each person I encountered just made a hard situation harder. I have documentation between the app chats, my boarding passes, and medical documentation from my father’s medical provider to confirm the facts of this complaint and I am happy to provide them (you all should have access to the chat transcripts).

I was flying to a family funeral on Feb 14 and when I arrived in DC my flight to Bangor ME was cancelled. I called the executive line and asked about other cities in Maine which would get me close enough to drive to Canada but all were booked. The agent said Alaska has a flight to Portland so I asked him to put me on that. I then went to the Alaska desk and asked the agent if the flight was going to Portland Maine and she said yes. After taking off on the flight, I then learn that the flight was going to Portland Oregon. I ended up flying back home to Myrtle Beach because I could not get to the funeral in time.

I booked 2 simple flights with American Airlines from Raleigh NC to Miami FL. The flight going there was on time until they discovered a hydraulic leak problem and we all had to get off and re board 3 hours later, coming home. The same thing got on the plane on time but sat on the tarmac for over an hour before they had to return us to the gate for a light issue 3 hours later back on the tarmac and they decided they did not have enough fuel, they had to return us again for a fill.... Are you kidding Me!... Worst airline ever, dangerous planes with shady maintenance.

Ugh. I stopped flying AA two years ago but due to changes in our corporate travel policy have had to fly them again. Nothing has changed. Status board will read "on time" 10 minutes before departure but no plane is at the gate. Gate agents just blame "the other team". It doesn't occur to AA that lying on the status board time and time again doesn't inspire brand confidence. I would rather fly ANY other airline in the US than American.

Our flight was cancelled due to “weather” and instead of working to rebook our flight, multiple agents closed their kiosks as lines and lines of people were trying to rebook due to the cancellation. After calling the help desk line, I requested a spot for an agent to call me back. This never happened. My wife eventually was able to get ahold of an agent, who should have called me given that American Airlines said they would, and was able to get a flight booked for two days later. We were not offered any compensation or lodging even though we were stranded by American Airlines’ decision.

The absolute airline, they cancelled my ticket which was basic economy but I spent $550 and they decided to cancel me last minute with no exceptions, no travel credit, no refund or even another flight because they had no other flights for the day. As a military family, we fly all the time with AA. I am very upset.

I travel a lot for business and pleasure, and AA is my go to airline. I live in Arlington, TX and DFW is my hub. I have never had a bad experience with AA. Flights do get delayed, gate changes, and canceled, and AA does a great job of communicating any issues. For those that travel with AA, I recommend that you upload the AA app on your phone, so you can receive alerts if your gate changes, delays, and cancellations. The flight attendants are great as well. If you have not signed up for AAdvantage, do it. For those that don't use AA inflight entertainment, do it. I have been an AAdvantage member since 1998 and have earned top executive status. Thank you AA.

I HATE THIS AIRLINE!! They made me check my bag because I was in the last group and all the other people before us (group 9) had taken up all the spaces. I already wasn’t able to change or even pick my seat so I got stuck in a window. I’m afraid of flying and claustrophobic so this window seat shows how much you all care. Add to that that the LAST thing I needed while trying to manage my stress was the added stress of having my cary-on checked with all my meeting stuff in it. You care about money not people so just run the truth in your ads. They even allowed someone obviously drunk to board the plane which only lengthened take off when they had to remove him. This trip is more than upsetting, it has actually harmed me mentally and I will be lucky if I get to AZ without throwing up. Garbage performance.

They made my bag delayed so I didn't have it for the rest of my trip for the next 3 days. Now they're not agreeing to pay to ship my stuff back to my home! They're all just giving me the runaround with links to pages that no longer exist, or phone numbers that never pick up. I can understand delayed or cancels flights, that's not in their control, but this is.

I have been victim to late or canceled flights a good 20% of the time using AA. That is very poor customer service. I avoid the airline as much as possible. I am now waiting for a 3 plus hour delay. They keep delaying by 30 minutes to keep us on the hook. They should be bought out by a better managed airline like United.

Disappointing International Flight Experience with American Airlines. I recently booked what I thought would be a Qatar Airways flight from Philadelphia to Doha, only to discover after purchase that this leg was actually operated by American Airlines. Sadly, the experience left much to be desired. First, the seat itself was tolerable—though that was only because I had paid extra for additional legroom. However, the real problem was the flight crew’s attitude. I had requested a Hindu meal, and while it was served to me first (as is common with special meals), the manner in which it was handed over was extremely rude, making the interaction unnecessarily uncomfortable.

I deeply regret choosing American Airlines today Den-Phx. A Southwest flight left 15 min later and will be early to Phx. We are sitting on the runway for an hour. Not to mention the crash -poor planning and time management will cause me to miss appointments.

American Airlines & DFW Airport: The worse experience ever at an airport. I threw out my back and was an incredible pain when I took an American Airlines flight into Dallas Fort Worth so I had arranged for a wheelchair to take me to my connecting flight as I recalled the cavernous airport, with long, extended walking necessary to get to the various gates... The airport is a mess. It's complete chaos there. Once we landed, the foreign people who handle the wheelchair, transportation were in complete chaos. I asked who was in charge and I wanted to get his name to file a complaint and an American Airlines flight attendant came over and a very hostel and arrogant fashion demanded to know why I want the man's information and said “No! No names. You don't need any names” and stood in front of him so I could not see his name tag.

I missed my flight out of NY - my own fault - found another way to VA and planned to continue to use the returning flight that was ALREADY paid for. Because I missed the outgoing flight they cancelled my whole trip and now I don’t have a way home. Flights are twice as much now as when I booked the flight. I called and they wouldn’t work with me at all - basically told me too bad. I was not trying to make changes to my return flight, I was not trying to cancel my return flight, I wasn’t going to be late for my return flight. The fact that they canceled justify keeping ALL my money because I missed my outgoing flight is disgusting! I paid for the return flight and want to use it and AA is basically stealing my money for that return flight and not allowing me to fly.

I am not impressed with their attendants's attitude - rude, and a lack of understanding while comparing others who are supposed to very helpful and cheerful. Simply I will never book their flights again!!!

Paid 2600 for flights. Flights were canceled and I was only refunded $460. I was also hung up on and blown off by more than a few agents over the phone with zero cares about the flight disruption. Got nowhere online as well. Will NEVER fly American ever again and will forever tell people to avoid this scabby airline.

Our destination was to Bozeman, MT flying out of Nashville, TN, connecting in Chicago, Illinois. 1/10/2025. A heavy snowstorm was predicted for the Nashville area. Most flights out of BNA had been canceled. Ours had not. We boarded the plane but delayed for over an hour to prep for the weather. The plane had been sitting at the gate since our arrival, we questioned why preparations weren't already done. It was an early morning flight, before the snow had moved in.

My journey TUL-GRR Nov 21 was extended by 19 hours. There was NO weather problem at my departure location or my final destination. There was some snow problem at my transit city. AA did NOT rebook me by another route. I sat at the airport for 9 hours, spent 6 hours at a hotel booked at the last minute. I submitted $65 for taxi from airport to home because I could not get a ride during office hours and had to take a cab. I missed a night's sleep plus day's work and billed them a token $300 as inconvenience fee. Both were Not reimbursed.

My daughter recently moved away, and my family has used American Airlines three times between October and December. Unfortunately, all three flights had significant issues, and we will never use their services again. In October, my daughter’s flight home was delayed by four hours. Passengers were boarded and had to sit on the plane for the entire delay before being moved to another aircraft. In November, I flew out to visit her. I booked my flight well in advance, but when I arrived at the airport, I discovered my departure had been inexplicably changed from Richmond, VA, to Dallas/Ft. Worth, TX. Airport staff resolved the issue, but it delayed my trip by an entire day, forcing me to scramble to update transportation. There was no apology, explanation, or compensation.

American Airlines flight 3626...you have a flight attendant who is in need of training or retirement. Don't know her name but she's an older ** middle aged lady with blond hair with a bad unprofessional attitude. She constantly harasses passengers and from judging the body language of her fellow attendants they don't care for her either. Thank you for your attention in this matter.

Our from Philly was late due to Mechanical problems, They assured us we would make our connection, we did not. We were told to check our baggage as the overhead compartment were small, we couldn't get them as the late plane also caused us to miss the aa baggage dept. They couldn't stay open even though they knew our plane was late. That was the last time we would have a change of clothes etc. We spent the night in the comp hotel. It had no hot water in the sink, food vouchers were nice except there wasn't anyplace to use them. Rebooked to Chicago, this flight is delayed due to computer issue. We are told we will still make it. That place arrived 2 hours late. We are then reluctantly sent to Delta. The plane has mechanical issues and we are stuck in Chicago. The hotel reservation was botched and we spent x-mass morning on a bench in Chicago airport with another passenger in the same boat.

The snacks were good and the flight itself was decent. The reason for the one star review is the complete lack of quality of customer service across the board if you ever need to update or change a flight. I say across the board because we called and spoke to 5 different reps that all weren't helpful and couldn't do a simple flight change. We went to their in person customer service in Dallas and also to a desk where our flight was supposed to board. Everyone just says go to the app. No help offered, no care, just literal deadpan looks like, what do you expect me to do... Go away. Then when you call it's even worse 😂... So yeah, if you can get through your travel without making a change, you may be okay. If you're in a situation where you HAVE to talk to customer service, you're legit screwed. A simple flight change is impossible for them to figure out.

First, American cancelled our booked flight from Savannah to Madrid via Charlotte and rerouted us through Dallas adding 3 hours to our flight time and a 4 hour stopover. Then they had multiple short delays due to mechanical problems which prevented us from leaving the gate area or making other arrangements. They ended up switching gates and planes but the result was the same. Delay after delay until we were told the plane was not serviceable. Switched to a third plane but they admitted that because it was Thanksgiving they had no crew and weren't sure when they would have one. We insisted on rebooking with another airline and American promised to transfer our luggage, no problem.

Paid more than $900 for ticket from CLT, North Carolina to PDX, Oregon on Christmas Eve 2024. Flight was supposed to depart at 5:25 AM and arrive in PDX at 11:10 AM with change of plane in Dallas Ft. Worth. Plane boarded, then door would not lock. Mechanic called to fix it but couldn't so everyone had to deplane. No communication as to when new plane would depart. THEN, AA grounded all flights nationwide due to "technical issue." Four hours later (9:30 AM), we left for Dallas, then were diverted to Houston due to weather. Sat on the plane on tarmac in excess of three hours (nearly 3.5 hours) with little to NO communication. Finally told there was no gate. Only provided water and a biscuit. So generous! NOT.

We were on our way to Fort Myers Florida from Charlotte scheduled to arrive around 12:45 am on Dec 31 2024. About 20 minutes before landing we started going in circles because of heavy fog that did not clear up to allow safe landing. We were diverted to Miami Fl. And this is where the problems started. We were told it would take hours to get our checked luggage if we got it before we supposedly boarded again at 4:30 am. 4:30 turned to around 6:30, we finally get boarded and thought we are ready to go but had to wait for them to load the bags that we didn’t have access to and they evidently did not update the fact that they were unloaded. Yes we checked our barcode.

I Will not ever fly American Airlines again. Period. And I like to fly. They Lost baggage with needed medicine in it. 36 hrs have passed and they don’t have the baggage on a plane yet and there are several flights per day to this 1:20 min commuter destination. No call. No text. No update. Nothing!

Your airline is absolutely atrocious. You have the worst staff and issues of any airline or customer service business I've ever encountered. The amount of delays and issues your airline has seems insurmountable. A little bit first, we were delayed in Punta Cana because you had no one to fuel the aircraft?? Secondly, our flight was delayed in Philadelphia because there was no one available to park the jetway to the plane for over half an hour??? This sounds like the worst excuse I've ever heard in my life for employees not doing their job. Third. It took over an hour to get our bags at this point because you don't know how to run an airline or a business. I doubt you could run a hot dog stand...

Horrible experience on Christmas Eve 2024. Our initial flight was delayed 3 hours and we sat on the tarmac another hour before taking off. This caused us to miss our connecting flight in Dallas. When we finally got rebooked on a flight to our destination, the pilot & crew that was to be on that flight DECIDED TO LEAVE and LEFT! American Airlines told us they needed to find another crew. The airline delayed the flight every 30 minutes (for hours) until it was finally CANCELED COMPLETELY at 10 p.m. on Christmas Eve night!!! We were never given any meal vouchers, hotel, or rental car compensation. We had to rent a car at 10 pm (on Christmas Eve) and drive 4 hours to our destination. STAFFING WAS EXTREMELY LOW AT the Dallas Airport. DFW was a madhouse, with hundreds of folks stranded late that night. I WILL NEVER PURCHASE FROM AMERICAN AIRLINES AGAIN. I DO NOT RECOMMEND THIS AIRLINE.

We left 2 hours late, then diverted to Tulsa with no explanation. Left sitting on the plane for 10 hours with no food and no water. They did not help us find or even offer to help find ways to our destination. We lost our once in a lifetime trip, NFL game tickets and hotel. We were given no hotel voucher and no flight home. We were stranded in Dallas, had to rent a car to drive home and pay for our hotel. There is no person you can talk to because they don't have a phone number to even call customer service. I will absolutely NEVER fly AA again.

Needed to fly to San Diego for funeral. Flight was scheduled to depart at 10:39. Flight cancelled less than an hour before departure, delayed until 6:00pm. What? Why? Seriously? No bad weather out of San Antonio. So little notice. Like you didn't know if you had enough pilots? Couldn't forecast weather changes? What reason for such a lengthy delay? AND to make matters worse, my husband is handicapped. Do you think they give any assistance or help with boarding the plane for the handicapped. NO!!! He had to be the blockage for others boarding the plane. Handicapped people need extra time to be seated. Most other airlines allow priority boarding because of this issue. You think handicapped people aren't aware they are inconveniencing other travelers? They know and don't want to be that blockage!!

I travel Delta and Southwest quite a bit because I have their miles credit cards. While planning my vacation to Florida the only flight times that worked for me was on American. DON'T EVER FLY AMERICAN!!! I am 4 ft 10 in tall (short). My knees were snug to the seat in front of me. When stretched out, almost half of my short leg was under the seat in front of me. American Air should feel embarrassed and ashamed. The flight was no cheaper than the delta or Southwest flights I typically book. This was so unacceptable. Someone should be fired. Please stop using airlines that do this to their customers.

Never travel with this company, they switched my terminal last minute and when I went to look for my plane it was gone and they blamed it on me, had to sleep at the airport. They are a disaster. Not only it was their fault but they blame it on customers.

I booked my flight and reserved my seat way in advance, just so that I could get an aisle seat, which I need for a couple of medical issues. I got my boarding pass with my aisle seat, but when I tried to board I was informed my aisle seat had been given to someone else, and I was put in the window seat of the same row. I was physically blocked from being able to leave my seat, which I consider to be a health and safety hazard. To make matters worse, the flight was delayed for about four hours. Much of that was spent sitting on the plane at the gate, even though they had no idea when the technicians were coming to check on the plane. Sitting on the floor at the airport gate was downright luxurious in comparison. I wish I had skipped this disaster of an airlines and driven instead.

My Thanksgiving flight began in Detroit at 7am. The first connection in Dallas had over a 9 hr delay. Two planes were taken out of service due to mechanical issues. Two flight crews timed out waiting. At 9pm they had found a third plane and were looking for a flight crew that was available and sober. The flight that was to take off at 1:40pm finally took off just before 11pm. Due to the delay my connection in Madrid was rebooked 3 times and ultimately rerouted to Jerez, Spain. There I was to board the cruise at the second port. Due to the delay, rebooked flights and rerouted flight my luggage was lost. I was reunited with it on day 5 of the cruise. American Airlines customer service is mostly nonexistent. For my trouble AA is offering 10000 miles. That is unacceptable!

We missed our flight due to a bridge closure. I swallowed the $1450 I spent months ago knowing it was a loss. Then they rebooked us and I thought my return flight that was in the future was still good to go. Nope! They cancelled it and when they rebooked my flight it was just a ONE way?! So I had to pay for two ONE way tickets when I realized the return flight was no longer appearing on my app. I spent $4,000 for a round trip flight. When I contacted customer service they didn’t even attempt to keep me as a customer. The guy that booked my return flight was baffled with why they cancelled my return flight…. that I hadn’t missed. They must be hurting for money, but not putting it into their planes. The seats were so worn down that I could feel the steel beams and I’m maybe 100 pounds. I could t imagine if I was a bigger person. American has officially lost 4 customers if not more after this debacle.

On june 27th my husband passed away due to an accident, we already had tickets for july trip to our country. I sent several emails but AA denied the reimbursement of his ticket stating that was an economy tickets that is not refundable. I explain my economical situation and how helpful would be if they refunded that money to me but they had no heart or empathy. We been traveling with them for a long time and it is very unfair that under this circumstances they do not take care of their loyal customers with humanity and consideration. All rules have exception.

Worst experience I have ever had with travel. I will never use this company again. The plane was dirty, service was rude and did not appear to care about their customer base. Waited in line for 1.5 hours despite being first in line only 2 employees at the desk and neither seemed to care about the customer extremely rude!!!

I’m only giving 3 stars for the employee that got me rescheduled. Good people are holding this airline by a thread. My flight at 10am kept getting delayed and some “smart” algorithm booked my connecting flights by 6 minutes! Didn’t realize American defied the laws of physics but thought I’d confirm. I waited 20 min to speak to an AA rep, who first told me yeah there’s no way to make that flight and there might be no flight to east coast until tomorrow. After pleading with her to help me find something today as I have work at 9am the next day, she got me a flight that would get to my hometown by 10pm. Better than nothing... This airline has been getting worse each year. Like anything “American,” business prioritizes shareholder interest above quality & decent living wages for employees. The Rep who helped me deserves a raise. If people like that are gone, then this airline will crumble like the Boeing737 in midair.

My 9:14 am flight home was delayed, four times - first for half an hour, then two hours - ultimately a 4 hour delay, on a two hour flight. All they would say is the plane hadn't left yet. After people started asking about refunds, suddenly they started saying there was a mechanical issue, in order to avoid discussing the dozens of refunds they owe everyone on this flight.

The absolute worst experience. When every avenue of communication leads to a dead end, how does this business still exist?... Clearly 94% leaving a 1 star review has no impact on a large conglomerate. Let me start with the quality of AA planes being old and disgustingly dingy and filthy. Unfortunately I had to book with them to get to my desired destination. Secondly our plan would not clear errors. This left myself missing a connection. No big deal right? Well, when you rarely travel first class and you actually decide to spend to fly in comfort but you get bumped to rear seat economy, that's fun. Even better, they give a $67 dollar credit. I did buy that ticket, it was 4X value equivalent to $300 increase. Lastly, y'all make it impossible to register flyer miles. Good luck on your continuum of failures. I will spend the extra time traveling with a more reputable outfit from now on.

Absolutely the worst air travel experience I've ever had...I will NEVER fly on American Airlines again..EVER. They should be ashamed of the way they conduct business and their customer service is non existent. I was a flight attendant for 17 years and I have never witnessed such a horrible mess. If I could give a negative 5 star review I would....simply disgusted.

On May 11, 2024, I traveled to Cancun for a mother-daughter trip, during which our primary luggage was lost. Consequently, my daughter was left without any clothing for the duration of our stay. I promptly filed a complaint and have since been consistently emailing, calling, and visiting the airline. Today December 10, 2024, I received a call indicating that there is nothing they can do to provide reimbursement.

5 plus hour delay from Denver to Phoenix and all we got was a crappy meal voucher. Never flying this crappy airline again. It's been delayed due to a water leak and 5 hours later and they still haven't found the leak and won't even offer a food voucher till we wait for another 45 minutes. American Airlines I know you don't care about one bad review and that's your problem. Get better, do better or go bankrupt!

A bunch of us were forced to check our carry-on bags as we were boarding the flight. They told us they was no more room in the overhead bins, BUT THERE WAS PLENTY!! So we were needlessly forced to go and wait in baggage claim for nearly an hour. FOR WHAT?!

I have had multiple horrible experiences with American Airlines. They have made mistakes in my reservations that have cost me thousands of dollars to resolve. Their customer service department is not helpful and driven by the lawyer's scripts. They do not care about the customer and only care about profit.

Yesterday I had a flight with American Airlines that was delayed due to a flight attendant running late for work. As a result, the connecting AA Flight I had scheduled was missed. When arriving at DFW, the employees were rude and unapologetic. Upon asking for a supervisor, I received a $12 Meal Voucher and was told that I would have to pay for a new flight. This made no sense and am still waiting to hear back from their corporate office. Both the worst flying experience and customer service experience I have ever had in my life.

Dear American Airlines, I am writing to express my disappointment regarding a recent experience on one of your flights. As a paying customer, I expect professionalism, respect, and a level of service that reflects the significant cost of air travel today. Unfortunately, my experience fell far short of these expectations. First, I was deeply disheartened by the behavior of the flight attendants. Their demeanor was unprofessional and unnecessarily rude. This is not the standard of service I anticipate when flying with a reputable airline. It makes me wonder if there is a training program that emphasizes the importance of customer service, as the interactions I witnessed and experienced seemed to lack basic courtesy and respect.

They disrespect loyalty, & status. I have been united 1k for 4 years, never will recommend American. They reassigned my ticket in front of me, even when I was 15 min before departure…. Travel on your own risk, get are monopoly you can avoid them. I got platinum Pro this year, will go back to United.

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.

I have been using American Airlines to ship dogs to their forever homes for several years. I've had several encounters was a wonderful representatives. However, most of them have made it very difficult due to lack of training. It's frustrating when I get up at 2 AM. And drive 2 hours to Huntsville, so a dog can ship out on a 6:30 flight only to be told to return home. No one is working today that knows how to check in live animals. This morning, I was greeted by someone named Bridget at Huntsville International Airport. Bridget was very friendly and efficient. I automatically knew she was someone who enjoyed her job, took her roles and responsibilities seriously, and was respected by her coworkers. I wrote this review only to highlight Bridget for her professionalism and joy she brought not only to me, but everyone around her. Thank you Bridget.