American Airlines Reviews

My family and I were traveling with my infant son on American Airlines 1663 from Cabo to DFW on 6/10/21. What should have been a relaxing flight home, turned into a nightmare. The minute we boarded the plane we were rudely told by the crew members put our luggage anywhere and take our seats because the airplane was running late (AA delayed the flight 4 times and then there was a looooong line at the check in the counter with only 1 person behind the counter). We found our seats and the plane took off. Almost immediately I became the target of flight attendant on board (Stephanie, badge #3).

As I stood for 2.5 hrs in a line of hundreds of people 2 days ago, it dawned on me: American Airlines just does not care. The entire day they had delays and cancellations at their Hub in Dallas. And yet 4 agents. Yes 4 agents were there to help stranded passengers and their babies. As the rain drizzled outside, it was clear that “weather” was NOT the issue. I spoke to several friends who traveled AA that WEEK. And all of our flights had delays. All faced poor customer service. Their phone lines permanently on hold. Their website/app crashing. No offering of a way to buy a toothbrush. No apology. AA rebooked me (and unaccompanied minors) on a flight 48 hrs later! They waited 4 hrs and until after midnight to cancel the flight. My Uber was 4 times the usual price. The plane I finally boarded a day later (I rebooked my own flight) seemed like something from 1980’. They over sell planes. Understaff service. Worst airline on the market in USA right now.

AA does not value their customers at all. I have to work much too hard to be their customer and I'm paying them! AA changed a return flight from Turks & Caicos to delay our return for 3 1/2 hours to get us home at midnight without notification. Went online to change the flight but it told me I had to call. I was on hold for 5 hours and 42 minutes. I hung on due to principle. The lady who answered had no sympathy for the unexpected change or the lengthy hold time. She said "we're busy" in a monotone voice with no empathy at all. She was not authorized to do anything to compensate me for my time. I asked to speak to a supervisor and she said there wasn't one. Anyone believe that? I hope I never have to fly AA again. Horrible company.

American Airlines delayed my flight for weather from San Antonio TX to Dallas TX with good cause because safety first. We had a 426pm flight and we got delayed and another plane from American took off at about 420pm to Dallas. We boarded with the intent to leave however the Pilots informed us that they the Pilot and Co-Pilot had reached the allotted hours they can fly and our flight canceled. Now it's 540pm and you would think we could just get another flight out? Wrong I was told it would be days to get us to DFW to get our connecting flight.

Flew from Las Vegas to Austin, TX. Then boarded flight to Charlotte, NC. Plane sat on tarmac for approximately 1 1/12 hours while waiting on storm to pass. Flight attendant had plenty of time to serve drinks but did not. After taking off flight seemed smooth but flight attendant in no hurry to take drink or food orders. Then we were told there would be no service at all because of turbulence. Flight attendants had time to serve a drink but did not receive any service for around 4 hours. Then missed connecting flight in Charlotte and placed on standby for flight to Greensboro, NC even though there were several first class seats available. We were finally allowed to board in main cabin. Would not recommend paying for first class on American.

I have been on hold for 50 minutes with their customer service phone system. AMERICAN AIRLINES TOTALY SUCK at their one and only function.

May 28th we were supposed to fly out of DFW for a 30 minute flight home around 9:25. They kept delaying up until almost midnight and then they cancelled our flight and pushed us to the morning. They said it was because the bathroom on the plane wasn’t working. Again this was a 30 min flight. They gave us vouchers for cabs, hotel, and food. When we went to get a cab we were told it could take up to an hour. Then they put us in a hotel an 20 mins away.. Mind you it was almost 1 am when we arrived to the hotel. We were traveling with my 9 year old. Then the hotel refused to accept our voucher from AA. They really didn’t explain this to us they just said we could talk to the manager in the morning.

They cancelled my flight 7 hours before my grandfather's funeral. Now they won't give me a refund. I paid 600 out of pocket because that had no flights that day. Do not fly with them. They do not care about their customers!!!!

These guys are predators. New bag size limits having nothing to do with the bag's ability to fit in over-head. They are simply trying to scam hardworking Americans, just like they did with their stock-buy-backs. ** This company should have gone bankrupt, and it probably will. **

I booked a flight to Costa Rica on American Airlines with my points from British Airways. When I had to cancel, I tried to contact by phone. What happened: I was given a option for a call back so I left my number. I got the callback & was placed "on hold" & I hung up after 15 minutes holding. Why give a call back just to place the person on hold. Impossible to get anyone on the phone. I tried many times at all different hours of the day & night. Always placed on hold. To contact AA by e-mail hasn't worked for me either since the menu given does not apply to my problem.

I personally Don't recommend this airline to my worst enemy... The delays are crazy, then they don't give a ** about the customer if you are stranded in the airport for 16 plus hours...worst AIRLINE EVER....PURE TRASH????

I have noticed that American seems to have more delays both on departure and un-boarding. Seems about 50% chance in my experience. They will load everyone into plane that just flew and then say there is some minor issue that repair crew needs to fix. Example, air conditioner in cockpit making noise? Minimum over 1 hour delay if you are lucky. Being able to get off plane once landed is also iffy. Seems to always be a reason why you have to stay on plane an hour or more. Example, reports of thunderstorms at a location that is known for frequent thunderstorms. They also removed rear seat entertainment screen and are using pandemic as cover to cut back on other services. I will not being flying with them anymore.

After delaying our flight 3 times from Gua to Mia, losing our connection, I called, was on the phone for over an hour to be hang up on. At the Ecuador airport they place us on the last flight to Orlando but assure us that we can change the flight once on the state because he did not have access to see availability. Once in Miami you go to custom and must leave your luggage. Once we asked to be change to an early flight, they stated they could not do it because the luggage was already checked in. We explained we did not have the option to unchecked the luggage since it came internationally, however they blamed their on crew for the first delay and we are stock on Miami for 6 hours with 3 flights going to our final destination before 11 pm. Now I remember why I try my best to fly Delta, Southwest or Jet Blue. American Airlines service is AWFUL!

On April 11th, my family and I were traveling to Charleston, South Carolina. We had a connecting flight at the Washington Reagan International Airport. We were removed from the connecting flight due to my child having an emotional melt down. My child has special needs. He has ADHD, severe anxiety disorder and is on the autism spectrum. The flight attendants were not kind at all. They were not understanding of the issue at hand. We had to leave our flight and try to get a connecting flight which we missed. We were stuck in the Washington area for two days unable to find a way home. We were finally able to find a car rental and head home because at this point, getting to our destination wasn't going to happen.

My wife and I were traveling as part of a group of 8 home from Cozumel through Charlotte on April 24th. Our AA plane arrived 30 minutes late which left us 45 minutes until our AA connection began boarding. There were hundreds of people in the Immigration line which had to have taken at least 30 minutes to get through. Customs was just taking forms and the baggage swap took a minute. TSA was a nightmare as they are using new automated machines a they were understaffed.

After making and paying for my flight I saw that they, AA, had incorrectly made my departure and return on the same day. After waiting for 2 hours to be able to talk to someone... and realizing AA made the mistake, I was charged money that I was told would not be charged. Inept, deceitful and will not fly AA again.

PLEASE DO YOURSELF A FAVOR AND BUY FROM ANY OTHER AIRLINE! Once again, American airlines disappoints! After boarding into the airplane, they tell us we have to wait an hour for a "light that needs maintenance". Then, 40 min before arriving into Lima, they tell us that due to a "communication" issue, the airport is "closed" and they need to reroute us to Ecuador. Once we land in Ecuador, they tell us that they are taking us to Lima, but we ran out of fuel so we have to wait for american airlines staff to get to the airport from home, because they are not on site. We were in a FULL FLIGHT (no social distancing) for AN EXTRA 3.5 HOURS DURING A PANDEMIC!!

Atrocious customer service. When American Airlines changed our flight number they screwed up our ability to check in online. We have tried to talk to them. This is the worst I have ever experienced. Four of us have tried MANY TIMES to get a hold of customer service. They call us back with an automated Voice and hang up. They tell us they can’t understand us. Disgraceful service.

AA took my reservation and when my credit card provider declined due to needing verification for amount, the airlines dropped the reservation. They said they emailed me 3 times (kind of hard to miss that!). I never got any emails and now when I need to make the reservation again, the flight went from $1900 to $2500. This trip is to memorialize my mother. She died of covid over the holidays. When I called to complain, they sent me to their site to email them the complaint. I keep trying to do that but the site only says "oops something went wrong". This is the worst airlines and I wouldn't travel with them again!!!

I had a terrible experience with American Airlines on 4/2 flight from Cabo to DFW connecting to MSP yesterday. My mom and brother are now stuck at DFW, because AA didn’t have a seat assigned for my 11 year old brother after we rushed to get through customs for our connecting flight to MSP. They told us he wasn’t checked in for the flight even though we checked him in at the San Jose/CABO airport plus his record number wasn’t connected to ours like AA PROMISED he would be. My mom had to stay behind to try to get my brother on the flight then they bumped them to standby and now may not have a chance to make it home. We were told this was AA fault; however, I am haven’t been helped at this time. Will never fly AA again if someone doesn’t resolve this issue.

On several of my past trips, the seat areas very dirty. When mentioned to an attendant, seemed to be disregarded. Otherwise staff friendly and knowledgeable. Saw a stewardess help a woman through a stressed state about flying..

It’s usually a pleasant experience. Sometimes I have issues with how they change gates to close to the flight time causing me to rush trying to get to the new gate. Their planes are usually relatively comfortable and new with TVs on each seat.

This airline has clearly shown it cares more about the bottom line than its passengers. I and 200 passengers were stuck on a plane for 4 hours during the pandemic. The pilot told us "Sorry, you'll have to wait it out." I heard of many other passengers with the same complaint.

When flying American Airlines you can bet that your pilots and the stewards, hostess are top notch. I have flown with American Airlines to Los Angeles from the Dallas Fort Worth international airport and felt extremely comfortable and confident. I have also flown out of Dallas to Belize City on several occasions. And I tell ya that the Belize international airport is very small. But the pilot landed and took off like it was nothing.

I usually depend upon this airline to be available in more cities. I have more frequent flier miles with them. And, they have removed the expiration date on the frequent flier miles. The prices have climbed, though, which makes it hard to get a reasonable fare. I am a little wary to travel now with Covid prevalent.

Very pleased with American although the time of departure changed drastically and there seemed to be a problem with seating and a delay caused by (we were told) a light in the baggage hold. Price was right and when we weren’t able to leave when we first planned to, there was no problem canceling and rescheduling.

Since moving back to the Southwest I have been using AA for most all of my trips -- to the East Coast & to Mexico. I live in a relatively small town (Santa Fe) and it is one of the few airlines that flies directly from there. That saves me a great deal of trouble by not having to drive to a larger city (Albuquerque), long-term park & sometimes take a hotel for one night for an early morning flight.

I had all approved vet. papers, vaccinations, ICA (Agricultural dept), reservation for my dog to travel from Colombia to US...upon arrival to the airport, I was denied. No prior notification of the airlines policy change. I was forced to leave my dog behind & now making arrangements to go back with JetBlue accommodations...costing me another huge expense. I will never fly American again & will not recommend to others as well.

I felt completely safe flying American. Everything was done professionally and efficiently. The attendants were helpful and pleasant. I appreciated the social distancing as well as the airline continuing to distribute water bottles and a small snack.

I wish that I could give a negative review. This was one of the worst experiences I have ever had with an airline. As we boarded the plane on March 19th in Seattle (AA 1471), the first thing the pilot said overhead was "the back engine IS broken, so you will hear some loud noise, but it will be fine once we are in the air". After we pulled from the gate, we sat on the tarmac for about an hour and were surrounded by two fire trucks, a fire SUV, and police patrol. The engine was inspected, and we were indicated to have further inspection at a different location. After another hour, the plane was pulled out of commission. I am unsure why a fully booked flight was put onto an aircraft with a knowingly broken engine in the first place, risking all of our lives, however, nearly all the passengers had connecting flights in Miami. When we finally arrived in Miami, I missed my connecting flight to Grenada (flight 1546), by only 15 minutes.

Have no problems with AA...have always accommodated needs and gone the extra mile to help. Take care of special needs when traveling with a disabled person. They send notifications and updates on flights. Their website is fairly user friendly and answers to most questions can be found at AA. Like to support locally based airlines.

Although reluctant, I had to fly to a funeral during the height of the pandemic. I was impressed with American’s attention to cleanliness, seat distancing and offering the best service possible in these difficult times.

American Airlines planes during my last few trips have been top of the line. Brand new, clean & updated seats with USB ports and tv's. Nice experience. They are for the most part, on time and their schedules offer many options. Nice meal selection as well. Their change fees, pre-pandemic, were high, but so are most of the other major airlines. Wish they would go away permanently, or at least be reduced!

Check in personnel are always efficient and helpful. They are knowledgeable about what to do if your flight is cancelled or you miss it. I love American because they are usually on time and work to make it right if something goes wrong, which is rare.

I've had the occasion recently to commute frequently between Phoenix and Los Angeles. I've made the round trip four times within 10 weeks. Each and every time electronic check-in was flawless. Checked bags twice. Both times I was able to claim my bag quickly.

Traveled to Florida from New York last week. Embarking flight was canceled due to equipment problems (apparently a bad smoke detector in a bathroom). Announcement wasn't made until 40 minutes after scheduled flight time. Wasn't a direct flight, so we had a connection in Charlotte. Connecting flight only had a 1.5 hour layover. Instead of desk agent trying to connect people to other flights to make their connections, I had to go online to find another suitable flight. Luckily, another flight was going to Charlotte via Philly, & the gate was directly across from the one I was at. Luckily we made our connecting flight in Philly with 5 minutes to spare!! Coming home was no better. Flight was "delayed in flight" with no other explanation. Really? 2 cancelations in one trip?? What are the odds? We will NEVER use American airlines again!!

I used this airlines when flying with the military. The first time I ever saw you I realized every time we changed altitudes my eardrums felt like they were going to explode and stewardess were so helpful in telling me tips to keep that from happening which were sample just chew gum. The planes were always neat and clean and I never really had any problems with delayed flights. I would definitely recommend them.

I was impressed with their attention to detail to truly make me feel safe and comfortable in lieu of pandemic that we are living thru. They took the time to make sure all seats and armrest were clean and dry, made sure to ask all to place mask over their nose and made it a point to ask if there was anything else they could do to make me feel comfortable.

Their customer sucks, the way they treat their customers and the way they handle customer affairs is awful. Especially the front desk workers, their attitude is not good, I personally thought it could be because of the busy work environment, yet they lack proper handling of guests.

This airline has plenty of seating room for everyone. They have friendly staff. Their equipment is up-to-date, clean areas throughout the plane. Schedules are always on time or within a 5 minute window. The baggage claims are always accurate with customers' bags. The fees aren't as high as other airlines. The terminals' walkway are always clear of any kind of clutter. Their website is very easy to navigate through. Easy to book a trip to anywhere the airline goes. A lot of information they have is easily printable from the website. Layovers are not long compared to other airlines. Most airlines you have is sit and wait game but not at American Airlines. I love flying the friendly skies with American Airlines..??

I have found AA always tries to work with customers. Finding that Flight. They go out of their way to work with you. They have found flights for me and I cannot say how happy I am that they do the extra mile!

Since the merger/takeover with/by USAirways, American's Customer Service had decrease dramatically. Employee moral is low, not because of COVID but because of Management. Flights are delayed or cancelled with no information. Try to reschedule is a nightmare. I've flown many international flights and the food has been terrible, unstable sometimes. American has a long, long way to go to get back to the great airlines it once was.

Just seemed like everyone was uneasy. I don't know why? Flight attendants were superb. Other than that all was good! Had some snacks, so glad everything was quiet.

American Airlines customer service representative Lisa overcharged me for two plane tickets I have no clue about. I realized that days later. Called to get a refund. Amelia advised I will have to wait for 21 days to get it. Sha, the supervisor advised I will have to wait for 10 days, like it made a difference. They agreed they made a mistake but were unapologetic about it. They show no empathy or wrong doing which makes me believe that they have a habit of charging/ stealing from people' cards. I know to never give you guys my card number....and I will continue booking my flight online and fly though better airlines. Customer service is zero. AA is the worst airline ever.

Horrible experience, every flight arrived late, flight attendants were rude and useless, plane dirty and lacked modern amenities. Very disappointed, especially for the premium price. Will definitely choice a different airline from now on.

I was given a flight credit for a cancelled COVID flight. I tried to use this credit to book a new flight. The ticket was under $200. When I tried to use the flight credit that was in my wallet of my Advantage account, I received the error message that the last name did not match - it did. The issue after over 2 hours on the phone with customer service is that my middle name was an initial and not spelled out. Even though I tried to change the passenger name to match the ticket exactly, that did not work.

Last month our flight was cancelled. I applied for a refund online (that’s apparently the only place you can go) and American refunded me 1 of our 5 flights and denied the other ones. There's no way to call and request a repeal. Only communication is through email with a long delayed response. What a ripoff. Worst experience ever. I will never fly American Airlines again. Ever.

Guess the new communist attitude in America is spreading like wildfire... My boyfriend & I were just kicked off of a flight because the over zealous flight attendant thought we had an attitude with her! No one raised their voice, no one was aggressive or derogatory yet they delayed the flight to have security remove us! Unbelievable, we are sitting in the airport selling off all of our AA stock right now!!! DO NOT FLY AMERICAN AIRLINES.

Booked a trip for my brother and sister in law to visit. However, they were not able to due to covid quarantine requirements. I understood that I could not get a full refund but (since I paid) was hoping I could at least get the credit in my name (like UNITED did for me on the return flight). However, AA would not even allow this. I understand the "nontransferable" part but in the midst of a global pandemic, their customer service team should be more flexible. Never flying AA again.

I am thoroughly disappointed with my travels with American Airlines this time, and I will likely not take AA anymore in the future, even with credit still left on my account. I booked a round-trip direct flight from DCA to LAX 3 months in advance. However, without explanation, both flights were changed to layover flights with a stop in Dallas. Then, they changed my seats without explanation. Even worse, my flight from LAX to DFW was delayed, causing me to miss my connection from DFW to DCA.

American Airlines is truly disconnected from the needs of the average consumer. For example, I purchased a round trip flight but because of Covid and other holiday complications, was left with only needing my return flight. American Airlines cancelled my flight home leaving me stranded in another state during the holidays. Now I am sure in the fine print this is allowed but to add insult to injury the representative on the phone gave me only one option, and this was to re-purchase my seat for 3x the original cost on top of my original purchase. Additionally, the representative on the phone was callous and nasty and on top of that, many layovers were added to my original flight. I will never use this airline again.

They changed my flight plans 3 times and then on the 4th time they cancelled my flight and moved it to another day 6 hours before our flight was to depart, I had to cancel everything, my family was so disappointed that they never ever want to book a flight on American Airlines ever again. What a big let down they gave us????

American Airlines in April, "We're all in this together, be patient and understanding with us." American Airlines on Christmas Day, "You booked a flight 23 hours before scheduled departure, in order to be eligible for a refund it had to be 24 hours." Has anyone there taken a single management class? You get to keep my $1,400 and require me to use it as a voucher AND your actions guarantee that you will never get another dollar of my money as long as I live. Not the best long-term strategy...

Our flight times changed and no longer worked for our travel plans. Customer service agent cancelled our flights for us, promising a refund within 7-10 days. We booked new flights. Next day we received emails stating our flights aren’t eligible for a refund.

Made a quick round trip on AA this past weekend. The staff and flight crews seemed genuinely interested in pandemic safety, and everyone wore masks. However, on two of the 100% full fights there was next to no air available from the overhead nozzles. The air in the plane seemed stagnated. I understood I was taking my chances with full planes but thought there would be at least the normal amount of ventilation for an airliner. The jet may have high efficiency filtration as they claim, but if the clean air isn’t supplied into my breathing zone, the filtration doesn’t help me much.

The most terrible experience today - they were not able to accommodate us with disability. They put us in the end of the plane to walk on crutches, even though we were willing to pay for the seats in the front of the plane. The check in desk person told us no need to buy tickets then, and that people at the gate will be able to accommodate us. Not true! Everybody was extremely rude at the gate, don’t even try to assign us seats that are appropriate with injuries, more over they told us to board last, standing (on crutches) and waiting for all people to move thought the plane. On a top of that there was no room for our luggage, because we boarded last. Will never flight American again and don’t recommend anybody with special needs ever fly American!

Flying with American Airlines has been an absolute nightmare. I will never again in my life fly with American. The customer service is horrid from the start. Our flights were changed multiple times. I have paid multiple times to pick seats and have never sat in the seats I paid for because American Airlines keeps changing my seats. I had a seat and an extra seat and at one point today I had a seat on one flight with my extra seat on a totally separate flight. They can't seem to figure it out. I want refunded for all those seats I paid for and never sat in!!!

We have yet to fly on American Airlines. We recently booked tickets that were suppose to be refundable, however American Airlines is declining to refund...even for the price of the seats that we paid for. Very disappointing on their customer service.

I flew from Narita to San Francisco, 11/7/2020. The flight supposed to departed at 5pm, but end up departing at 6:30. I told the FA that I have a connecting flight to a different airline from Chicago to LSE. I'm afraid that I’ll missed my flight from SF to Chicago at 10:40, But she said they will take care of it. Once we arrived at SF it’s already 10:30, in short I missed my flight. And it will all affect my connecting flights for Chicago to LSE which I’ll missed it also. I asked American Airline about it and they informed me that the next flight will be 8am. In short I will end up waiting 12 hours and paying extra because of the adjustment ???‍♀️

Original flight was for April 2020, we purchased 2 adult tickets from American Airlines at a total cost of $400 plus. AA canceled that flight and we were forced to reschedule, which we did twice and those flights were also canceled by AA, the third time we scheduled the flight for December because there were not flight for September. Almost 2 months after my last flight was canceled, I am told to pay almost $800 to get my reservation ticketed, at this time my reservation is on hold. I was never told I had to pay a difference in price since my flight was canceled, it is not that I voluntarily changed it. Now the customer relation rep tells me that because I changed it so far out (from September to December) I have to pay the difference because it is a voluntary change, even though they did not have flights at the beginning of September.

After several poor experiences with both the airline itself and the ensuing lack of customer service, I wanted to warn others. Most recently they left me stranded in a connection city and I was forced to pay for accommodations. They also delivered my luggage (after losing it for 24 hours) soaking wet which ruined several items inside. After several attempts to contact customer service and ask for reimbursement for accommodations ($100), I finally received a reply saying, "Sorry but we don’t cover that." After similar situations in the past, long story short is they are unreliable and have 0 customer service.

I flew from Fort Lauderdale to Asheville, NC. last week. The announcement was to wear a mask on board over mouth and nose or you cannot fly American again. My first flight the woman sitting by the window, myself being on the isle with one person between. The window woman would not cover her nose because of COPD. I explained to her she could catch or pass on the Covid by not covering her nose. I told a flight attendant to ask her to cover up. For 2 seconds she did. I asked again and they said they couldn’t make her to do it. Her next flight was to TN. I asked them if they were going to let her fly to TN. No real reply.

Original flight details: AA record locator **, Reservation Name **. In June of this year we purchased 2 adult tickets from American Airlines at a total cost of $734.40. We were scheduled to fly on October 29 but had to cancel the trip in August due to Covid issues at our destination city. We requested a refund and were told we could only receive a credit. We attempted to use the credit in October and were told it would require not only the credit, but would require an additional$ 400.00 for each passenger to fly. This was from Austin to Albuquerque. We then asked if we could combine the credits so at least one of could fly at a reasonable rate. American Airlines refused. The best part is that we were told our credit was only good till 2021.

On 10/5/2020 I made a reservation for a trip from Charlotte to Hartford. I had to change it twice. The first time I called they said a agent will call me back in two hours. They did call back and changed the trip with no issues. The second request was the same issue, an agent will call back in two hours, after the second call they did change the flight but they said it would be an extra $20.00. I spoke to the agent (who was very rude) and said that is the price for changing the flight. I told her that the first time I called there was no charge, she said the changed flight is $20.00 more and there was nothing she can do. Not a very good customer service company.

We booked 4 night vacation package to Mexico using Costco Travel leaving 10/03/2020 at 6:23 AM from SEA. They use American Airlines for the flight. We went to airport at 4 AM in the morning, trying to check-in, just to be told by agent (spent 1.5 hours on the counter with her) that we cannot board the flight to Mexico because my wife's Permanent Resident card expires in 3 months, and according to agent's claims it needs to be valid for at least 6 months to travel to Mexico, otherwise Mexico wont let her in.

My husband and I arrived at the airport to return home from a brief trip. When we tried to print our boarding passes we discovered that one of our tickets had been canceled. We had not requested to cancel this ticket, had received no notification that the ticket had been canceled, and there was no refund posted to the credit card.

We have had a few problems with American Airlines over the past few years and stopped using them. The last time we used them was Aug. 2019, we went to Cali Colombia to visit my spouses family, we flew on their direct flights from Aug. 2-12. They never gave me my frequent flier miles, I even sent in copies of their ticket showing my miles on it and the dates and all, they refused to give them to me and then because of this in Nov. 2019 I lost 24000 miles, they play games with peoples' miles and are not a fair airline.

I have been a loyal American Airlines customer and card member. I fly them strictly even when other airlines have flight times that work better with my schedule. On the first leg of a recent flight, I was crammed with little space to work on my computer, but understand as I booked standard, main cabin seating. On the way home, I knew I needed to get a lot of work completed so I upgraded to business class with the promise of additional space. I got the seat and was originally happy with it but ended up sitting next to a larger person that took over at least 6 inches of my space and caused me to be pushed into the window to avoid overlapping ourselves. I realize people come in all shapes and sizes and my issue is not with her. She was very nice and polite.

After flying Delta, where we were handed a sanitizing wipe upon boarding, and all the center seats were blocked so we could distance and be safer, American Airlines shocked me with every seat full on both of my flights w/ them. They never mentioned their cleaning protocol between flights (like Delta did), and packed us all in. Comically, they did mention to exit the plane spaces apart for “social distancing” which made everyone laugh. Will avoid this airline in the future.

American Airlines has changed my flight three times without giving me appropriate notice. I was in Mexico and they sent me an email telling me my flight was changed from Tucson to DFW. I didn't get the email until a few hours before the flight. They have texted me in the past when there was a change but not this time.

I rarely feel compelled to write a negative review about any company, but my experience today with American Airlines is an exception. I plan on posting my experience on several websites like this one. About a month ago I booked 2 tickets to Aspen, CO to fly American directly into Aspen. Earlier today I logged on to select my seats and the Aspen part of my itinerary was missing?!!! Where did it go? Did I miss an email? What happened?!!

Today I took a flight from Dallas to Sarasota Fl and was sitting in front of lady with a dog where she did not use mask, but was talking constantly loud to her dog, so I called out service personnel and asked why all of us on the plane with a mask and she allowed to be free. Here was the answer: "because she has sickness problem with breeding." What if that related to Corona, all of us on that plane used same circulated air with 3 dogs on this plane around and this lady with terminal illness. Company has double standards, and force all people to limit exposed sick to spread the covid 19. They don't care CDC guidelines. All they care is business mindset. Use someone else who is serious about your protection.

American Airlines is refusing to apply my paper voucher amount to an upcoming reservation. They claim I need to book a flight 12+ days in advance via the phone and mail in the voucher. This is not practical. This was also not communicated to me when I received the voucher on March 17. I cannot book a flight 12+ days in advance because due to COVID-19 changes / cancellations could happen and I do not want any more vouchers. American Airlines also charged me a change fee for a flight change due to COVID-19 on March 18, 2020.

I had a ticket to fly to Jamaica on March 19th in the midst of the COVID-19 shutdown. All over American Airlines website and app it said, "Don't call us, just don't show up and you can call to reschedule your flight anytime before the end of the year." After that I saw something on their website offering me a refund on the tax so I went ahead and did that. I assumed that the remainder of my ticket value would still be waiting for me when I went to reschedule. When I went to reschedule 2 weeks ago I was told my ticket was already refunded and that I had forfeited my remaining ticket value by ticking some box. It was in no way clear that I was somehow forfeiting my ticket value, why on earth would I give up $500 just to get the tax money back? That's absurd.

I never want to fly American again. My flight from Springfield to Dallas was delayed because I pointed out to the flight attendant an overhead panel that came dislodged. I pointed this out! This delayed our first flight by over an hour. I knew I was likely going to miss my connecting flight from Dallas to Abq. The flight attendant knew this too, even spoke to everyone on the plane who had connections and were likely to miss. Not only did they take no action to notify our connecting gates that we would be late. They were completely indifferent to us missing our next flights. I ran to attempt to get to my connection and before I could even get on the tram my flight had not only left, but IT LEFT EARLY! How? American knew I was going to be delayed, all they had to do was hold the gate for 10 minutes!

We recently returned to Philadelphia from West Palm Beach Florida. We were very hesitant about flying during the pandemic, but after reading American Airlines' commitment to passengers' safety, We felt they were doing everything possible to ensure safety and decided to take the flight. My husband & I purchased 1st class seats in the first row. We decided we would be able to board last and exit first, which made us feel safer. When everyone was on board the flight attendant made an announcement stating that everyone’s face covering must be worn throughout the entire flight, and if not, you will be banned from flying American Airlines in the future. This also gave us a sense of security!

Complain, complain, complain. People will not wait two seconds to express their ‘outrage’ when a flight is delayed or the serving cart was out of Diet Coke. My experiences with AA have generally been pretty good. For several years I was fortunate to take some international business trips for the company and allowed to keep the Advantage Miles. I’ve used these for personal family trips to England, Hong Kong and Boston.

Flight was delayed and caused us to miss our connection. Had to fly to different airport and drive five hours to get to our final destination. Ended up having to pay over $350 for the new rental car since we never made it to our original airport. American does not care whatsoever. No apologies, no compensation, nothing. About to fly back home and tried to move our flight up a couple hours in case they delay us again, we would have a backup option. They have seats on the earlier flight but want $200 extra for each ticket to be put on that flight. I would NEVER use this airline again. Go ahead and use this if you want to be nickel and dimed to death and end up with the worse service ever.

I was surprised to see that both flights were fully booked and absolutely zero social distancing. The extendable handle was broken on my suitcase. Neither the lady in Pensacola nor the gentleman in Dallas offered to assess the damage and begin a claim. I was told to bring the empty suitcase back because they did not have one to give me. I just got off the phone with them and was told I had to do so within 24 hours and I cannot go back to the airport today. So I paid them $60.00 to check my luggage and now have to buy a new one. I will never fly American again.

I booked 2 tickets with American Airlines on 5/6 from Atlanta to Miami for $126 per ticket. When I checked the same exact flight again on June 3rd at 9:30PM, it was $51 per ticket. So I called customer service a couple minutes after, but the automated message said there was a long hold time and it gave me the option to get a call back instead of staying on hold. I chose the call back and didn’t get a call back until 11:04PM that night and by that time, the flight had doubled in price, but I went ahead and asked the representative if I could get a credit by cancelling my existing flight then book it at the $51 per ticket price. I specifically asked him “next time it goes down, I just book this cheaper flight and then call in to get a credit for this other flight?” And he said “yes, you got it”.

American Airlines is running a "You can modify or change your reservation without change fees" campaign. However, a modification or a change is going to cost you in that American Airlines will claim that the new flight has a higher cost than your originally booked flight. I changed a return flight from New Orleans to Philadelphia that was on Friday to Thursday (same flight). The flight on Thursday was half empty, so it would have cost nothing for American Airlines to move my flight from Friday to Thursday. Also, the flight being half full indicates that the price of the flight on Thursday was likely not higher than the flight I booked on Friday. Nonetheless, American Airlines decided to charge additional $222 for the change.

My husband and I recently flew on American Airlines. They kept mentioning their new social distancing. So basically it was a PACKED plane, every seat was full. The only thing different is they don’t serve any food or drink (unless you are first class, I guess then you can’t spread COVID) in order to maintain social distancing. They also did not enforce wearing a mask. So what’s the point of denying food and drink when you fill up the plane and don’t enforce your own rules?

We have an annual business trip to Hawaii each year and it was cancelled due to COVID-19 and Hawaiian Airlines gave us a refund and American will not.... Please DO NOT give them a dime and want service.

For years, American Airlines service has been horrid and several times I’ve said I would never do it again. Well, they got me again. I promise they will not get another penny from my family. As an avid frequent flyer, I’ve had to scrap several flights over the past two months due to their inconsistencies on keeping schedules, changing flights times and the complete inability to staff properly for on time departures. This time, I booked two flights at the same time with my son traveling with me. They booked two separate dates. Both on a Tuesday but a week apart. When I called in, they have the worst customer service as usual and I scrapped two more flights. Their alternative was to spend $600 to get my son on the same flight. I hung up and booked both of us out at the same time on Southwest for $180. American Airlines is absolutely the worst.

My wife and I had purchased two first class tickets to fly from Punta Cana Dominican Republic in May 2020. However, American Airlines cancelled our flight about a week before. They reluctantly refunded most of what we paid, less the taxes. First I spoke with their refund department, they said I needed to speak with their Customer Relations Department, and they told me they couldn't do anything about it. Was the refund departments responsibility.

I planned a trip to Puerto Rico and 5 days before we were supposed to leave, the country shut down. According to American Airlines, I didn't pay enough for my ticket to have a refundable ticket, and COVID-19 wasn't a reason to not travel. Marshall Law in Puerto Rico would have been enforced after 5 PM and none of the stores had food, via 2 connections we had down there. Once I have used these credits, which I may still have to pay a change fee to use, I will not use American Airlines unless it is the last viable option.

American Airlines has totally defied all social distancing on their flights by selling full tickets. I was appalled when our flight from Charlotte to Tampa and then Tampa to Dallas was full. We had a stranger sit right next to us :/ No food service for our safety haha. How can you fill the whole plane and then say for our safety. BOOO!! I will make sure to fly Delta going forward!! I wish they weren't allowed to have American in their business name.

My family came to the US for 1 week vacation, short after all airports started to close globally and they got stock in the US. They were constantly looking to fly back home (overseas). They were in a limbo with their original flights. So, we found a "good deal" with American Airlines and a week later after purchasing tickets with AA. My family flew back home with original airline. (Last minute call, as humanitarian flight) Now AA won't issue refunds for 2 tickets. And they are very stiff and so careless on understanding that, THIS IS AN EMERGENCY and people have no much money to waste.

The destination I was flying had closed it borders. The flight continued anyway to a closed country. AA refuses to give me a refund on my ticket. American Airlines can you please refund my ticket. Please operate your company with integrity.

I buy 2 tickets to go to Jamaica. I find out they have cases of the corona virus. I call them. Was on the phone for 2hrs. It hang up. I call back again for 1hr. It hang up. I have a chronic illness the no doctor can tell where I get it from and it causes me to have a low immune system. I call on the date again that I was supposed to travel. The representative tell me to request a refund. I did that. I fax and I emailed my medical papers because they keep saying they couldn’t read it. They claim they emailed me twice and I did not receive it. Customer relations was no help, then when I check the refund website it says that I already get a refund then all of a sudden today a get a email that my refund is denied. Maybe they want me to get the virus first Then drop dead. You all some evil people. I chose the medical section on the refund section, send my medical papers before they asked me to and they still denied it. I will taking legal action.

I traveled during the restricted time, had to family emergency American Airlines and the crew handled it with so professionally their crew members were the best we must never forget these people who work so hard to make our travel so stress less was treated with most respect and they took care of my needs treated me like an queen. Very relaxed trip. Thanks to the whole team.

Tried to change our flight due to coronavirus, as usual this crappy company wanted to charge us double what we originally paid. I went to Frontier! Better website. Better prices. Better planes. Dealing with America equals really getting screwed. They will go bankrupt again and they deserve it.

I took American Airlines over the summer and they greatly improved. I bought their tickets because they were the cheapest that season and I was surprised at how great it was and clean with nice seats.

Travelled internationally which I had not done for some time and I was pleasantly surprised by the experience on American Airlines. Food was not bad. Ground personnel were very good with the many questions I had.

Very late departure with no explanation, but did apologize! We were an hour behind schedule, after boarding everyone was anticipating an explanation but all we got was apology with no explanation. The flight was from Jacksonville Florida to Miami Florida.

You shouldn't have to pay for seats. It should be first come first serve in the past. Too many expenses & you have to pay for a bag. Costs too much to fly these days. Loved it 10 years ago. Today is all about the money.

I was living in Scotland when I received a call that my mother was shot and in surgery in New Orleans. Right away I booked a flight but that airline was getting me there so late. A lady from American Airlines saw I frantic I was and asked if there was anything she could do. I told her what was going on and she said they had a flight that would be getting to the States earlier than the one I was on. She took my ticket and changed it to American. I’ve upgraded me to business class. The pilot knew what was going on and contacted the hospital my mother was in to find out how she was doing and related it to me. American Airlines went above and beyond in helping me. Ever since then I fly American Airlines.

I flew AA2172. I was actually originally scheduled on nonstop BOS to DCA and was booked onto AA2172 and AA4326 through LGA after the original flight had maintenance issues with "Project Oasis". The AA2172 flight returned to the gate twice due to mechanical issues, which shows issues with AAs maintenance. Then we flew down to LGA and arrived 6 or 7 hours late after getting a brand new plane. No cabin service onboard due to turbulence. Oh well.

I have flown with American Airlines several times yearly for the last 6 years. I feel it's the best value for the great customer service and flights available. I will continue to use them in the future as my airline of choice.

Flight was cancelled for our trip to Hawaii in June of 2018. Was put on another airline in which we arrived a day later and lost a night at our resort. Did not get reimburse by American Airlines. American Airlines did not seem to care about our problem or us. Will not use their airlines again.

I have flown many other airlines previously, and found American Airlines is the best fit for my family and I. There’s plenty of room around the seats (as I am a six foot lady) so very helpful. American Airlines had TV to watch for my children. Cheaper prices. Snacks. Some airlines I have flown with, don’t have all those amenities. I definitely ONLY fly American Airlines!

The staff is nice. The seats too small. The change rules not so good. Flight delayed. Overall 4 stars. Customer service on phone nicer than face to face staff. Long line to board. Air limited on flight. Loved CANCUN tho.

Horrible customer service. They act as if everything is an inconvenience. I was traveling with my family to Orlando with a baby and the boarding crew in Dallas were very rude upon checking in the stroller and car seat. When I handed my tickets upon boarding the boarding lady started arguing with me that I needed to have my tickets better prepared when I handed them directly in her hand. I had them ready. Not sure what she meant. She was rude. Unwilling to help. Not sure what was bothering her. For the record my baby was quiet so I don't see how he could have bothered her. Never will I ever fly American again.

I was unhappy about being forced to check all carry on bags that are small and free to fly with on other airlines. The additional charge made it cost more than another airline and this route took longer. Also no legroom and tight seating on their larger plane was not adequate.

My travel included a connection in Dallas. The origin check in process was uneventful using the kiosk and I checked 1 bag. Agent was available at the kiosk to assist if needed and agent at bag drop was efficient and pleasant. Boarding was organized and the gate agent helpful in getting me a choice of seats. He had a great helpful attitude even with the pressures of about 6 preboard wheelchairs and aisle chair customers, and checking about a dozen gate bags.

It's the first airline that comes to mind when I'm booking flights. I've been an awards member for over 10-years and have never been disappointed. One Thanksgiving about 2 years ago I missed my flight and didn't realize how late I was until I was walking to the gate. The agent quickly moved me to the next flight without charging me extra.

I am Executive Platinum on AA. I won't fly any other airline. The service is always stellar and the employees at all levels always exhibit professionalism and are very friendly. Having Dallas as a hub is convenient for travel to any place in the world. The planes are clean and newer models. The entertainment systems are upgraded. The first class cabins have wide comfortable leather seats with stellar service by the first class attendants. Traveling 4 days a week is stressful enough, but the employees are always helpful and cheerful and make a long day seem much better. This from the gate to the flight attendants.

This was my first time using American Airlines and the service was exceptional. From the customer service to the aircraft I was very impressed. I would use american airlines without a doubt. The website was very easy to maneuver through and the prices were very fair.

Customer service for AA is not consistent. There is ground crew in Green Bay that excels. They do put the customer first. They multi-task and so so with a smile. Customer service however is not that way everywhere, Based on what I know I continue to choose AA over others because they have the the concept correct. The value of services is competitive and I wish their cancellation policy was more like that of Southwest. AA strives to provide safe customer oriented service, based on my experience. I choose AA as my first choice.

Generally accommodating to the air traveller. As a ADvantage member, better consideration the general population. Not as good as some airlines, but OK.

Everyone was a good and the trip went very successful, I was concerned because the last time I flew American they lost my luggage and it was never found and it tooks me months to get reimbursement. I was a little bit nervous flying this time.

This airline was great. No issues. Except we watched the baggage people nearly destroy someone's luggage by running it over with the truck (I'm sure accidentally). It was run over then dragged a few feet.

I booked a flight for April but coz the virus I had to postpone for next April 2021 but they won’t since it has to be until January only (since I booked them) but also they want me to pay extra fee if the new date I picked is higher than the original flight. They do not fully understand that I wouldn’t change my flight if it wasn’t because of this deadly virus. Does this aerolínea represent the American spirit???

I had no problem with the booking or the price. I was able to get a flight that has good hours based on my timeframe. The seating selections are available according to extra price but that your choice. Overall experience was great.

Too many times delayed, causing me to miss connecting flights. Not enough importance put on time schedule. Many of the fleet needs upgraded. Too many customer service agents have below average attitude.

Charged 30$ extra at check in, because 2 tightly bundled backpacks clearly below the size and weight limit were counted as “2 bags”, because they had “different color”. Also made us remove 2 pounds of weight from one bag into a second bag 30 pounds below the weight limit in a move just to add additional hassle.

I really enjoyed my experience with American Airlines. I really liked having the monitors on the back on the seats and that there were free movies and games to play during the flight on them. Other airlines need to take note of that. Thanks American Airlines for being so awesome! God Bless!

I recently took a flight with American Airlines and both my flight to the destination and flight back home were slightly delayed due to mechanical issues discovered after we boarded the plane. Also on both flights, they claimed the overhead bins were full after only boarding groups 1-3, and made us check our carry-ons. However, when we boarded the plane, there was room in multiple overhead bins. That was frustrating since that meant we had to go wait a baggage claim once we landed, which we weren't prepared for.

I enjoyed the flight... Smooth and early arrival on return. I loved the television at each seat. The only drawback was legroom. I am a tall lady with long legs so I needed a little more legroom about 4-6 inches more.

The landing was so severe that people screamed. I thought for sure we were crashing. The crammed in seats were not "Amazing" as the CEO said. It was more like being a sardine in a a can. Oh, and I should mention that they didn't initially credit me for being an AAdvantage member. When I spoke to the counter person at the airport check-in she seemed annoyed that she had to bother with it. No wonder American Airlines is consistently rated as the "F Troop" of the airline industry.

I usually always try to fly American. Every single time in the last 4 years especially I have had absolutely no issues. Always on time flights, very courteous staff and attendants. Lots of room great displays on the seats to enjoy movies and or watch the map and navigation. Planes are generally clean, smell good, and the pilots are fantastic at getting me to and from safely.

Deplorable. No customer appreciation or loyalty, no value of customer service, no upgrades to Latin America. They discriminate towards Latinos. Status is always devious, never clear and they lower your grade whenever they want.

Seats too crunched in together, on my outbound flight the person next to me was so large they tumbled over on me and my seat! The flight was full so there was no other seat for either of us to move too!

Humiliated by the rudest Airline employer. Due to a glitch in their system (when I upgraded to business class) I could not print my ticket all the way to Montreal. The agents were very helpful and directed me to the check in counter to MS RAY ** (27 February 2020, 11.45 pm, flight AA 362 from LAX to ORD). She told me to contact whoever I bought my tickets from???? I could not believe what I was listening to. Then she told me to leave the counter. That’s when I asked for a supervisor. Then she did not even let me explain or show my booking reference from AA.

I fly at least 60 trips a year for business and pleasure and until last year I had no loyalty to any particular airline, I looked for fastest route, lowest price, etc in choosing my carrier. I decided in 2019 to move all travel possible to American to see if there is any level of reciprocity from the airlines. After 1 year and reaching the platinum pro level I can assure it is not. In my recent trip where 1st class was purchased, I was moved to coach and had to call to get a $106 refund on $1600 ticket. This is 1 in a line of recent mishaps, the bigger issue is no matter what level with American they will not speak to you on the phone, instead you submit a ton of info and they return an email or letter. I requested a call and of course, there is no one who cares enough about customer service to pick up a phone even for a frequent loyal customer.

The airlines is pretty good with punctuality. But it's all for white and rich people. Most staff are courteous except for some old women staff. Boarding is terrible.... They give preference to people who pay more money and not by seat rows.. If you happen to be an unlucky chap who just wants to fly from point a to point b in basic economy, then, this is not the airline you want. You'll board last. You'll be sitting in the middle. You'll get no overhead bin space for your carry on. And if you happen to be a **, co passengers will be very rude.

I booked a cruise for 2 for March, 2020 and I also booked the flight with the cruise line in November 2019. The cruise line recommended we take the American Airlines for the roundtrip direct flights. I was Ok with the outbound flight but found the inbound flight to be too late. I wanted to come back earlier in the day so upgraded (paid extra) the ticket for an earlier direct flight. American Airlines then cancelled the mid day direct flight and put us back on the cheaper evening direct flight. I asked for a refund of the difference but American Airlines just said this does not warrant a refund but no explanation provided.

I booked a 1-way flight for my husband dated for 2/7/2020 under his account on 2/4/2020, coming from Chicago IL to Raleigh/Durham. The flight time was around 2pm & landing was around 5pm 2/7/2020. The cost of the flight was for $154.40 including taxes. No email was sent to my husband’s account for the flight & we didn’t notice it till the day of his flight. After my husband gets to the airport & he was advised that flights are booked for that day & he didn’t have a ticket. I checked my husband’s online account for his ticket for that day & surprisingly there was nothing for a flight that day. I know I booked his flight b/c after entering in the voucher it advised to me that the cost was $0.00. I called AA & talked to 3 different customer service reps & a manager. The manager stated that the flight was booked on 2/4/2020 around 3:45pm, it wasn’t ticketed & then it was canceled around 4:09pm.

I have found out that it's far too easy to cancel a person flight. With a name and a record locator, someone can change your travel plans without you knowing anything about it. This happened to me. I had a scheduled flight and when I went to check on the flight details a few days before, I saw the flight was cancelled. When I called in, they told me that I had called in and cancelled the flight a few weeks before. I explained this was not me and I had no idea what they were talking about.

Our flight to Cancun got delayed by 3hrs without any reason. On top of that the worst staff on ground that is to rude you feel they are doing you a favor by providing service. The worst experience started from checkin itself and once we all boarded and settled and looking out for a great vacation in Cancun for our 15th marriage anniversary, we were told that flight is now delayed by 3 hrs for No reason and have to deplane within 5 mins of settling in. Our whole travel plan got screwed. Wish we were flying Delta and Philly was delta hub. Unfortunately AA will never be like delta and have to just deal with it.

My wife and I flew BOS to JFK and the agent told us that to sit together we had to pay 38$. On the plane she had 2 empty seats next to her!! I will choose a different airline next time. I can’t believe they do this to customers.

We were booked on Flight 3271 from Roswell NM to Dallas TX on 1/6/2020. The flight was delayed because of mechanical issues so we missed our flight from Dallas to Mazatlán MX. We were told they would put us up in Dallas and we would fly to Mazatlán the next day. When we arrived in Dallas they said they had rerouted us to Mexico City and then Mazatlán but could not give us tickets. They would be waiting at the gate when we arrived in Mexico City. There were no tickets waiting for us at the gate and we ran around the airport in Mexico City for 3 hours and could not find anyone that spoke English.

One of the worst travel experiences in 45 years:

My son plays travel basketball and their flights are always paid for by the organization. Upon checking in via kiosk we were told to go to an agent. As the agent put in the reg# and asked to see my id she asked for the card that paid for the tickets, so Im confused as this has never happened. I advised her I didn't own the card and the coach paid for it. She stated, "Without the card I cant let you fly." So I call the coach which she would not speak to him but said to call cust service. I asked so if my child is coming home from college and I purchase his ticket in another state he wont be able to board? Long story short a total of 700$ plus gas and parking gone down the drain. AMERICAN AIRLINES are a joke and has all future business with myself and any organization I associate with. You were once something to brag on but now I feel the same about you as I do Spirit. You're a trash airline who does not care about your customers.

I have been a weekly business traveler for 10 years. I have been part of Jet Blue, Delta, and other rewards FF programs. With Delta, when you get status (for loyalty) you get free upgrades. For the last 12 months I have been on over 60 American flights. To increase my status, I recently paid $1,000- $550 in giving up points accrued, and $450 in cash. My reward for this investment (and being a loyal frequent flyer) is to get upgrades often, but now I have to pay $80 for them since I gave up all of my accrued points. I would have been better off just paying for first class and not improving my status. Much of this is on me for not researching this thoroughly enough. You know the saying, fool me once ….. I will be evaluating other programs. If you are a frequent traveler I would take a detailed look at how the status programs work. There are better programs out there than American.

Had flight for me and my husband booked with American Airlines, all that was left even remotely affordable was basic economy. Business event we were traveling to canceled 4 days prior, hotel event and all. I asked AA for an exception on the basic economy so I could get a credit to fly with them in future if event gets rescheduled. They refused due to basic economy airfare. Friends traveling to same event, had booked non refundable basic economy with Delta, when showed business event was cancelled, they received a voucher for future use/travel. AA would not work with us at all. So basically if you are wealthy enough to afford main or first class, good for you, you can change and have emergencies come up and they will work with you, but not if all you can afford is basic economy. It was going to be my first time flying AA, I will not choose them in the future.

As a frequent flyer, I would like to caution as many travels as possible against flying American Airlines. I've never in my my years of travel experienced the lack of customer service from ANY airline that I've experienced from American. I recently purchased a one way ticket through American Airlines from Atlanta to Portland. Prior to arriving at the airport I received several text messages indicating that the we would not likely make the connection to Portland based on delay on the flight leaving Atlanta. This included a link giving you the option to rebook.

I book a reservation with American Airlines as an AAdvatange member. An advantage of being a member is free baggage for 3 travelers. While make my reservation I misspelled my wife's first name. American Airlines told me a new reservation/locator had to be made for my wife. When they created a new locator, I was charge for round trip baggage. When I requested a refund, it was denied without reason. I will never fly American again.

We flew from Fresno to Dallas to Nashville to visit relatives for Xmas. We arrived at the Fresno Air Terminal 2.5 hrs ahead of our scheduled flight. Upon arriving to the American a Terminal, the lines were so long. There were 2 employees checking in people. Both of them had ID badges on but were turned around so I couldn’t get their names. There were 2 kiosks for American passengers to use to bypass the long lines. Only one was working. It was taking on average 20-25 min for passengers to use the kiosk. Our line for the kiosk was about 50 passengers. I finally looked at the “broken” kiosk for American and it was flashing “needs more paper”.....so I went to the counter for American and told them we could get more passengers moving if someone could just add paper.

American isn’t my preferred airline for obvious reasons (delays, notoriously bad service, old planes, and a lack of amenities like WiFi and tv’s), but now I’ll never spend my money with them again. They took me off an already delayed flight after I’d already boarded to examine my smart bag. I know that lithium batteries can’t be taken in the underbelly of the plane and I knew my bag would likely be checked at the gate (why I removed the battery and left it at home in the first place). When they asked me if I had a lithium battery in my bag I said “no.” They then gate checked the bag and allowed me on the plane. After everyone had been boarded (half an hour after we’d been scheduled to take off) they then called my name out on the speaker. I had to then de-board the plane and re-explain to staff that there was no lithium battery in my bag. The staff didn’t believe me citing the infallible logic: “there are ports so there’s a battery.”

I paid $2,820 so as to purchase 141,100 advantage points. These points were all forfeited because I was unable to access my account on time so as to buy more points. I am a 19 year old girl and plan to never do any business with American Airlines in the future. I wrote them 2 registered letters but never, ever received a reply. If they can't reply to letters I presume that their safety is not so good. As I live on the periferia of their services it is much more difficult for me to maintain the points. We can't get their credit cards and we can't take a very short flight like someone living in, say DFW. The amount of money that they have effectively stolen from me might not be much for them, but it is a lot for me. Just think they have stolen $2,820 from me without providing anything at all.

I was traveling on American Airlines on a purchased full fare First Class ticket. When I boarded my flight I put my Tumi roller board in the overhead bin and checked to make sure the door would close, which it did. Five or so minutes later a Blond Flight Attendant, this is for identification only, because she will not give me her name, asked whose bag it was. So I said it was mine and she says “the bin will not close”. I said that I checked it when I put it in the overhead and it did close. I don’t exactly remember what she said but my seat mate got up so I could check the bag.

I was on a flight from Leon Mexico to Dallas. While on the flight I had an empty seat next to me in first class. Don't ask me why, but I took my money clip out of my pocket, with cash, credit cards, and driver's license and put it on the seat next to me. Of course in my hurry to get thru customs and onto my next flight I forgot about it as I had put a newspaper over the top of it. So, I get thru customs and on my way to my next flight realize what I had done. I went to a AA customer service desk and they were absolutely unbelievable. They called the gate and they had the money clip. They then sent a "runner" to the gate and pick up the money clip and then met me back outside of customs and handed me the money clip. No cash was missing.... and I tried to give the runner $100.... she wouldn't take it. I made my connecting flight. Unbelievable!

Below is a letter I sent to AA only to get a response saying, "We have documented this issue and will give a voucher for the UM minor fee." On 12/2/19, my 9 yo daughter was traveling from Madrid>DFW>SFO. I get a call at 11pm PST stating that she cannot check in due to the unaccompanied minor fee not being paid. When I booked this flight it was mandatory that both unaccompanied minor fees were paid for both ways. While on the phone with the agent she confirmed both ways were paid. Unfortunately when I was sent my trip confirmation unaccompanied minor doesn’t show up on that. After receiving the phone call I immediately called the airlines to fix this problem and was told that somehow the system must have dropped the unaccompanied minor for the trip back.

PLEASE RETIRE the 767-300 from Miami to Montevideo. 9 hour flight NO TV, NO entertainment, old seats very tight together, smallest leg room I have experienced, PLEASE PLEASE PLEASE.... IT IS TIME TO RETIRE THIS AIRCRAFT IMMEDIATELY!!!!!

I have kept my American Airlines AAAdvantage miles active for over a decade. Over the past year they added a button to their system and somehow they deleted or lost my award miles transactions. The transactions do not matter to me, however they keep my larger balance active. Also when they updated their database, they changed my email address to a very old email address. As such since they mailed their messages to a non-existent email and lost my transactions, they cancelled my miles. Their calling system voice recognition system was also completely broken when I called. The calls continued for many days and each department shuffled me to another department and took no action on the root cause of the problem. I do not have time to call them a 9th time to fix their issue and reinstate my paltry number of 8000 miles.

My company booked a flight from Tuscon to Portland on American Airlines and when I got to the airport to my surprise it cost me $30 just to check a bag, then being 10 lbs over it cost me another $100, or I was asked if I wanted to remove 10 lbs, I supposed I could of thrown my dirty clothes away, but I figured it would of cost me more to replace those clothes. Those days of free checked bags are gone. Most airlines allow a free checked bag, but not American.

This was not a good experience. I purchased a flight that left later than I had intended (the mobile app was difficult to use and I assumed I'd be able to resolve the issue by speaking with a person), and tried to change it to the correct one at the airport (to a flight departing from the same gate, slightly earlier which was not at full capacity). I explained my situation to the desk agent and later to a CSR on AA's hotline, and was told that they couldn't help change the flight but I was free to buy a ticket for $210 for the earlier flight if I wanted.

Delayed nearly 6 hours. The flight before ours got delayed 20 hours. Wifi is way, WAY slower than Jetblue, getting about <1 mbps and jetblue got 20+ mbps. The plane does not allow Netflix, Youtube, and Hulu on wifi, but we got lucky and got a newer plane, it has wall outlets, usb ports and all the bells and whistles. They have screens with games and live tv. I probably wont fly with them ever again.

I booked thru American Air website 3 flights for my wife and I over $2300 in value including a short leg valued at less than $300 from Madrid to Marrakesh on Iberia Air. All done on AA website. AA refuses to allow me to use the $200 in e-vouchers because it is a shared booking with Iberia, even though it was all booked on their site and over $1900 of the flights are on AA planes. Then I asked to extend vouchers 1 year so I will not lose the $200 and the answer was NO!!! Reason- it is their policy! Told them I was not satisfied with their answer and was told "It's our policy".

I have been a long-time customer of AA (back to the Piedmont Airlines days if you remember that) and am a Platinum Pro customer. But I will avoid them at all costs from now on after an outrageous experience with their baggage department which wound up costing me more than $2000 to retrieve a bag from them — a bag which they now say they are not responsible for because it was not a checked bag.

I booked my flight about 2 months in advance to fly back home to Alabama for the Holidays and in an unforeseen event, a member of family passed away. I called American Airlines to see if they can move my flight up a few days so that I can fly in for the wake and they denied my request because the family member was not in their words "a grandparent" which to me sounds ridiculous. I made a second attempt to see if they can accommodate my situation but they said no and accused me of lying.

They are rarely on time for departures. One time sticks in my mind. A flight from Tucson to Phoenix is having technical difficulties but they flew 3 more flights the same leg without delay. Another time they cancels a flight 30 min before departure knowing the day before they would be unable to have a flight crew due to the previous day's weather.

American Airlines has compromised our personal data. Hand luggage taken by flight attendant at DFW Airport has not arrive at destination. Laptops and court papers all gone. Who at AMERICAN AIRLINES WILL TAKE RESPONSIBILITY and TELL US THE TRUTH as to ITS WHEREABOUTS??!!

Worse worse worse worse airline. Bunch of thieves are running the business. Worse customer service, worse planes, lazy employees, corrupted managers, corrupted curbside employees, please take out the American from your company name. And make it ** Airlines. Worse experience using your airline, I won't even recommend your airline to my enemy. This is how bad you guys are. Please go out of business already.

I understand that these places just want to make money.. But they have no interest in helping you out if you need to cancel a trip. I would of been fine with a credit, but apparently a $300 worth of a ticket has no value and can’t be credited or refunded. I would understand more if it was like the same month but I’m canceling well ahead of time. And nothing can be done.. like things happen and plans change all the time, y’all need to do better by your customers.

Not long ago I was solicited to apply for an American Airlines Credit Card with a 60,000 point bonus if I charged $3000 in three months- which I did. I asked the telephone salesman that he was sure that I qualified on a RECORDED LINE and he assured me as he ran through the details that I was qualified. I waited for my bonus points to post and they never did. I called and was told it was because not enough time had passed since I had the card but was never told that.

American Airlines doesn’t care. They delayed my flight, made me miss my connector, put me up in a lousy hotel with a $12 voucher for not one but two days. The customer service representative was surly and sarcastic and had no compassion for our situation. Definitely the worst experience I ever had. Would not wish flying with American Airlines Pm my worst enemy. The customer service representative said it was the CEO's fault, something about being in charge of US air when they merged and they are driving American Airlines into the ground just like they drove US air into the ground. You know the company is bad when even the employees are saying terrible things about it. If you want to spoil a trip or a vacation, just book it on American Airlines. If you call to complain, they will just tell you to go online and file a complaint. So, basically you are stuck. There are so many airlines that care about their travelers, American Airlines is not one of them.

American Airlines will not make any attempt to cover lost baggage! They are the #1 airline with lost baggage claims. Do not fly with them if you value your belongings!!!! They lost my bag on a flight from Nashville to Miami in July. After months of time spent filling out questionnaires and sitting on hold they refused to provide any compensation.

I had a 10:40pm flight out of San Diego. The flight attendant was late, and so the flight had to be cancelled (after we were already on the plane). The next flight wasn't until 3pm the following day. As we were being kicked off the flight, they told us they would pay for our hotel for the night (since there were no more flights). I went to my hotel, and booked a flight with Southwest airlines at 10am the next morning so I could get back when I needed to. After contacting American Airlines, they said since I did not book my replacement flight with them, they wouldn't cover my hotel room. I expect cancellations and delays with airlines, but when their mistake greatly inconveniences their customers, I would expect them to go above and beyond in taking care of them. I will not be flying American Airlines again, and neither will any of my employees.

I am writing to address the HORRIBLE customer service experience I received while flying with American Airlines this week. I was in the last boarding group, in fact, I was going to be the last person to board the aircraft. I was told that I must check my carry on luggage so I politely asked the customer service agent at the desk if she would mind if she or I could check with the FA just before I board if there is still room at the back (as there usually is, since the CSA's start checking luggage before it's all full so they don't have to have anyone walking back off against traffic with their luggage that wont fit- see I get it?).

I am a US service member and Izzy is my service dog. It was in the requirements that food and water was to be tapped to the top of the kennel before transport and that she would be fed in a layover and that she can be tracked on their website as well. I was trying to track my dog the whole day and her tracker was not being used so I could see where she was. I called the number to figure out where my service dog was and they lost my dog in route and could not figure out where she was for over a hour and a half. All they could tell me is that they can call different places to find her. My mother who was picking up my dog messaged me saying she now had my Izzy but she wasn't in the animal cargo pick up area and that she was in baggage claim. My mom then informed me that there is still food and water tapped to the top of her kennel.

I was granted with free flight! From the world best Airline in the whole wide world! In my opinion my name is Amancio ** I have nothing bad about American Airlines is just the perfection. I am so happy they get up after 9/11! Blessings for American Airlines!

I booked a flight to see my son for thanksgiving at Sheppard AFB, when I went to see the flight info I saw that the return fight is wrong, why would I book a 3 hour fight hat would take me 13 hours to get home?? When I called customer service the rep was beyond rude to me and demanded that I pay over $300 to correct my ticket. When I explained that I know this is not the return flight she told me, "Well you obviously didn’t look at what you were booking when you did it". When I asked to speak to her supervisor, she too was rude, kept cutting me off and told me that it was my fault and that I would have to pay over $300 to fix something that is not my error. I offered to pay a portion and she refused. DON’T fly American. They will take advantage of you at any chance!!

American and Marriott Bonvoy are running a scam where they get you to cash in Marriott points for AAdvantage points by offering a 5000 mile bonus. The exchange rate is horrible...don't do it! I lost 45,000 points by responding to the offer and wanted to cancel immediately and they won't cancel. They keep referring to their fine print. What a classless way to handle a long time customer of over 30 years.

I just returned from flying Huntsville Alabama to Fairbanks Alaska roundtrip over a week long span. I haven’t flown American Airlines in over 15 years. What I noticed, surprised me. After paying almost $1500 for a ticket booked well in advance, I was charged to check my one small bag. I received no meal on any of the flights and by the time the stewardess got to me, she was sold out of most meals to purchase. When I spoke to an AA rep on the phone, he told me my flight had been delayed. I was traveling with colleagues and was able to disbelieve him and went to the airport anyway to check in. The flight was on schedule.

After multiple delays due to weather, my flight remains delayed due to “no flight attendant”. I’m shocked that I have waited 2 hours because of American Airlines’ inability to staff flights. Terrible customer service!!!

So, from the start we arrive at the Airport at 3:30 AM for a 5:20 AM flight. Not even getting to the gate and the flight is delayed until 6:15 AM, which is cutting it close since we had a connecting flight in Charleston, SC then on to Jamaica for our honeymoon. Mind you the plane is sitting at the gate this entire time. Then we hear through a radio that the next flight will be at 12:30 PM. AN ENTIRE FLIGHT was delayed until 12:30 PM because of "maintenance” but come to find out the plane had been given to another gate going to Philly. They get some customers on another plane to Charleston, but we are left stranded. We must leave the airport in a frustration knowing we are missing a day of our honeymoon that we have had planned for over a year.

I booked First class seats on August 13. 2019 from Anchorage Alaska to Corpus Christi, Texas. I later find out that American had not requested the first class voucher from Alaska Airlines on their flight from Anchorage to Seattle, only economy seats. This was verified by agents with Alaska Airlines. After continued calls to American Airlines to complain, and filing with the BBB, American has said I can drop the first class flight booking I did in August, and re-book with American doing all the flying on their planes for an additional 30,000 miles per ticket. What a rip off. A bait and switch on AAvantage's part, and now they want me to put out more for something I already paid for. Don't look for any deals from American, seems their ego can't see the reality of how poor they really are with customer service. They will screw you over when they can and find excuses for their lack of ethics.

I Paid more for flights for my family to have shorter flights and just one lay over from SLC Cancun via NC. It was a red eye flight. 3 hours before flight we were told that flight was delayed 2 hours due to inability for Airline to obtain a flight crew who had not worked too many hours already. This Put us missing our connecting flight. Airline told us that they would likely hold our flight since there were 17 people flying in our party. We had children, 2 elderly women with diabetes and dementia and one epileptic in our party. Nope. We left SLC at 2 am and missed our connecting flight in NC. They then Routed us to Mexico City and then on to Cancun. They ended up somehow voiding one of the children's tickets and when we got to Mexico City the staff could not figure out how he even got into the country and dealing with this almost made us miss our next flight and had to literally run through the airport to try to get it fixed.

I can't honestly believe that these reviews are legitimate, the volume of issues I've had with American Airlines is astronomical compared any other airline I've ever been on. I fly 60~ times a year and American flights are the only ones I've ever had issues on. Their support has been consistently rude, useless, slow, and quick to point blame directly at American itself. I have no idea why I would ever book this airline given another option now or in the future.

David LAX aa121. My son recently flew with a group on American Airlines. He boarded the plane and realized he left a book in the boarding area, with the gate agent's permission he ran out to get it. When he turned back around they had closed the boarding gate, all his luggage including his carry on and his jacket were on the plane but the gate agent refused to reopen the door, his group on the plane pointed out that he asked if he could go get his book. No one cared AND the plane sat on the tarmac for another 20 minutes before leaving the gate for departure, and no one in the boarding area was willing to assist this him on how he was going to get home. His group leader told the flight attendant they were stranding a 14 year old boy and pleaded with them to please let him off the plane if they were not going to allow my son to reboard but was told there was nothing they could do once the gate was closed.

My flight from Hawaii to JFK was canceled due to mechanical issues. We were grateful that they realized this before we boarded but this happened after we got to the airport checked in, checked in our luggage and waited for hours. When they canceled the flight there were 4 AA reps helping 300+ passengers. We were stranded for 1 1/2 days and were told by Stephanie and AA representative that we would be reimbursed for hotel, transportation and food. We just needed to submit receipts. We incurred approximately $1000. We were refunded 238.50. They said that was reasonable and "we should have read the fine print on the ticket when we purchased it. This is their Policy" Worst customer service ever. Worst overall caring for customer ever. I strongly advise flying anyone before American Airlines if possible. They clearly don't keep their word or care about their customers.

Let’s start with arriving at the gate on time, which I did. I was welcomed with a 30-minute delay, that’s fine. We then boarded and waited 30 more minutes. Then 30 more. Then 2 hours more. And guess what? The pilots said screw it and never showed up. After that, the next crew also said screw it. Then, the entire flight was cancelled. That’s not all though, I then received a hotel voucher with a hotel without a shuttle. Thanks American Airlines for not screwing me once but now twice by leaving me stranded. This airline needs to hurry up and go out of business again for good. What a crap company.

I had called to switch my flight, and was not happy about the $200 change fee on a flight 6 months out. The agent let me know the flight I was switching to was drastically cheaper and wouldn't need to pay the fee and would actually receive a $27 voucher. Pleasant surprise. Then was put on hold, and call disconnected. Interesting... Called back and spoke with a different agent and they said it was only now $27 cheaper and had to pay the $183 difference. Confused by how they operate, seems like one agent made a mistake and hung out to solve the issue. Terrible experience talking to their claims department as well. Why record calls if it doesn't help the customer? Would rather fly Spirit, at least they are honest.

Abhorrent customer service. Delayed out of Knoxville for no apparent reason. Watched in Charlotte airport for 15 minutes before gangway detached from airplane that was supposed to go to Pitt. Forced to stay in Charlotte but no compensation made for hotel or transportation citing “policy”. Rude, uncaring customer assistance. Manager not empowered to address anything and was uncaring and obstinate. Similar experience same evening for my wife but she was flying Delta - they took care of their customer. Simply put DON’T FLY AMERICAN!

WORST EXPERIENCE EVER. My girlfriend had a flight to San Diego but needed to get off at the connection in PHX. When she got to the gate, Ivana was very rude and forced her to check her 1 of 2 allowable carry-on bags. My girlfriend pleaded with her to no avail, and when I asked to speak with her Ivana refused, continuing to respond with "you can check your bag or stay home". When we asked for information on the process to retrieve the bag she said "you'll have to figure it out." If a representative from AA is reading this and cares about the public image of your company, I highly recommend forwarding this review to the leadership of the SJC airport branch for AA to investigate the performance of Ivana, the gate employee assigned to flight AA2105.

Goodbye American! I've been a loyal customer of American Airlines for 30 plus years. We are just a very average, medium income family. We have used their credit card for years and have earned some amazing flights across the world. I do understand when I redeem those miles that seats are restricted and never complained. However, we always were seated together. Paying customers should get priority. Further, I do understand the very competitive nature of the airline industry. However, our latest experience is the last straw. I went to their site and booked our trip - not having a thought in my mind about seat assignments. Granted, it was my fault for not paying attention to the instructions, but I had done this several times in the past and didn't pay attention.

Our flight was delayed our night with no experience reimbursement after as it was domestic flight. We pay out of pocket for hotel, food, transportation, everything. I would never use American Airlines again!

I was warned about American Airlines (have advanced status on Delta but our company's travel agent suggested this flight) but did not realize how bad they could actually be. Today, plane left late, baggage lost, was told my bags would arrive in a couple of hours and be sent to my hotel. 10 pm no bags, although I have to give a presentation tomorrow. Was first told the problem file was closed because they had given my bag to a delivery company and it was no longer their responsibility. Then was told the company had not even picked up the bag yet. The phone agent clearly deals with a lot of American Airlines lost bags, since she was neither helpful nor pleasant. She said to go buy new clothes (after 10 at night??) since all I have are a tee shirt, top, and slacks. Never again.

American Airlines refused to give me a credit when I had to cancel ticket due to my moms unexpected cancer diagnosis. They refused to work with my emergency situation even after hearing the emergency. American Airlines policy is not empathetic or sympathetic to real life situations that are beyond human control. I lost out of $200 that could have been used for another flight. American Airlines doesn’t care about people with cancer.

I am writing regarding our canceled flight (714) on 09/27/2019 out of Philadelphia (PHL). My wife and I have planned this trip for over a year and a half. We were also taking my wife's parents on this trip. We had the worst experience ever with American Airlines staff. We arrived at the airport around 3PM for the 6:50PM flight. At 2:50PM we received a text that the flight was to depart at 6:50PM, then we received another text at 5:28PM stating it changed to 9:30PM, then it went to 10:30PM, then 11PM, 2AM, 2:30AM then that it was canceled.

14 women flew to Budapest to serve a non profit organization in Romania for a week. Upon departure, checking our bags at the ticket counter we found our flight going back to the US had been cancelled. The reason we were told was that the plane coming from the US had to turn back due to mechanical difficulty. That would have been a minimum of 13 hours prior to our departure. We weren’t notified, there was no back up plan. We were stranded. Mothers needing to get home to babies, business women needing to make an appearance, one person was ill, all exhausted and NO PLAN from the airlines!

I travel regularly for my job. Have been using American Airlines almost exclusively for the better part of the last three years now. What was once a pleasant travel experience has become wrought with delays and cancellations. Even when I know it wasn't weather they claim it is. Rebooked flights are not in the same class as the original direct flights become several hour one stop layovers.

I was downgraded/denied my Business Class seat at JFK after booking it in July and after having been issued my Business Class boarding pass for seat 10A at approximately 2:30pm for a 5pm flight. Sometime during the next two hours, while I relaxed unaware in the Admiral's Lounge, I was bumped out of my seat to a “Premium Economy” seat. When I arrived at the gate expecting to walk in to Business Class I was stopped and given an ultimatum and five minutes to decide whether to board and take the downgrade or wait and fly the next day, losing a day of my vacation. (Although my luggage had already been taken at check-in, when I was given my Business Class boarding pass.) AA could not guarantee I might not get my Business Class seat the next day either.

American goes out of their way to find reasons to drain your wallet and underperform on AA Advantage rewards. With almost one million miles on AA, I am leaving them because my experiences the last few years are insulting. I protected them for free post 911. Find another airline, this one is a poor Performer, filthy cabins too. From reservations to service and beyond. "Below and Beyond " Stephen USNR **

CA are not well educated or trained at all. It's just terrible. Also, it was connected flight, gate was from edge to edge far away. Before this travel, I had to cancel my trip for medical reason and had notes from doctor, cancelled ticket which was eligible to get refund about $450. After I spoke to three people(!) from AA because the direction they gave me how to get refund was not working and I had to do different way than THEY TOLD ME, then I got refund ONLY $5!!! I was shocked. I had to complain them but there were no one to speak to and again had to thru website send email, I asked to show me the details how they are calculating. Then they finally refund $412 without showing me details but after huge long hassle, it took over one month for all process, it was terrible. I've been loyal customer years, but no more. I never recommend American Airlines to anyone. Delta is way better for everything.

On July 19, 2019 my husband and I were arriving from our trip to Peru. When we left to Peru we stopped at the Free Duty store and bought a Shiseido Day facial cream. (I have extensive skin cancer and I only can use certain facial creams. I forgot my facial cream at home by accident.) When we arrived to Peru we discovered that it was Shiseido Night cream instead. We packed cream and kept receipt to returned it or exchanged it for right product. When we arrived to JFK airport we couldn’t return the product because the only way to the free duty stores it’s from departure entrance. I spoke to the airline personnel on arrival and look for help with airport staff and nobody was willing to help.

I made reservations with American Airlines (AA) July 20th 2019. I paid for upgraded seats because of a 17 hour flight departing Sept 25th. I was fortunate to discover prior to my departure date that AA changed my seating and canceled my reservation. The reservation was reestablished without the upgraded seating I paid for. In speaking with Customer Service, they were accusing me of canceling the reservation. After more than four hours on the phone speaking with two customer service agents and two supervisors, the last Supervisor acknowledged that AA made the error. My request to the customer service agents was to reestablish the seat assignments which I paid for or upgrade my seating.

Relaying a bad experience with American Airlines hotels booking. We booked a hotel stay through American Airlines' site. There was almost no communication and we were not even aware of which hotel it was. When it came time to take the trip we tried to cancel, but could not find any information on the hotel that was booked. We called the airlines and they were unhelpful. In the end, we were unable to cancel and were charged over $700.00 for rooms that we did not use. We disputed with the credit card company and they only proved their point that the rooms were booked. They had no problem charging us the full amount even though we never stepped foot on Staybridge Suites San Francisco Airport property. BEWARE that there is very little communication between AA, the hotel and you. Will never do this again.

As an American, it gives me great pain to see my country's namesake airline being run by a bunch of baboons. As stated in other reviews, the company employs predatory/extortionist business practices by letting you purchase your ticket, then extorting you into paying more to get a non-middle aisle seat. In my particular case, it was $40-$50 to get an aisle or window seat.

I emailed the director of customer relations and received a phone call back after about 2 hours and they switched my flight with no problems. It's just too bad it had to come to that. Their original customer relations representatives, and their managers, should be able to help a person out.

We had made an error when booking our flight. Unfortunately we were past the 24 hours free change policy. However, when I called and explained the situation, customer service was able to walk me through requesting an exception through their website. I received an email back within the timeframe given. They approved my request but what meant more was that the email was personal and not a scripted email. From beginning to end all employees were extremely understanding and sympathetic. Thank you so much for your assistance.

I am extremely disappointed with my experience with American Airlines. I recently took a trip to Greece in which I paid for business class. American Airlines was extremely behind schedule and made me miss two flights. One of which they informed me that the pilot failed to show up; how professional is that? After spending my entire day stranded in an airport in Philadelphia; I managed to find a plane back to San Diego which was in economy class. However, this was an extreme inconvenience as my ride lived near the LAX airport. My bags were missing and took over 24 hours to retrieve. My luggage was broke and the expensive cheeses and other items purchased were damaged. I contacted customer support and was very unsatisfied with their response. The amount offered does not cover the amount of time and valuables lost.

I booked a $650.00 flight to visit my family in Miami, Florida with my toddler. The first leg was from Laredo, Texas (LRD) to Dallas Forth Worth, Texas (DFW) with take-off scheduled for 6:00 AM. The next thing we knew, the flight had been delayed a half hour; the flight crew was late getting to the airport. None of the agents explained to us what was happening. Then it was delayed again, and again. There was obvious miscommunication among the staff. We were told the flight would be delayed, and then told it was canceled, and then told it was delayed again. At one point the pilot himself went up to the staff asking if they were telling everyone the flight had been canceled. When the staff replied that is what they were told the pilot told them that he never said that and that he did not cancel the flight. He stormed away after that encounter.

Agents speak broken English, you are not able to obtain email confirmation of ANY changes you request. Spent 2 months unsuccessfully attempting to change something as basic as due date. Online chat is worthless because, once again, you receive no written confirmation of what you ask for. Over phone even Supervisor level confirms no email can be sent to customer verifying changes. The 60K miles offer sucks you in, you do not get preferred boarding sooner than than Zone 5 out of typically 7, and ongoing service is terrible. Consider other carriers.

AA did not make my connection twice. I request a refund and the response was, "We emailed you on this specific date." I have not received any correspondence from AA. This has been a month now! I will not ever fly this airline again.

This carrier must MUST rethink its loading system. It doesn't work. Instead of using the proven and efficient loading passengers from the back of the plane forward, AA has devised a system based on an intricate revenue-generating scheme. Under this new gouger tactic, an economy passenger isn't assigned a seat until check-in. You are guaranteed a lousy seat UNLESS you're willing to pay an extra $11 or $19 (or whatever) for a more desirable seat. If you do pay extra, you are also "rewarded" with boarding in an earlier group (Groups 1 thru 9), thus assuring a space for stowing your carry-on in the overhead bin. But it doesn't work that way.

Recent trip from Boise/Dallas/Puerto Vallarta. A total of 4 flights. Mechanical issues on 3 out of 4 flights. One was the flaps not working as we were landing, so they climbed and we toured the Dallas sky until they told us 20 minutes later and another 10-15 minutes later we set up and landed along side all the emergency vehicles following on the runway. One was an indicator gauge on the ground that held us up 20-30 minutes followed immediately by a "wait for the cater truck" for another 30. It was to bring us food and snacks, but all we saw was the cheap stupid cookie that no one can get past. So they held the plane of 130 or more (737) for the 16 or so first class people who needed a snack, which should have been loaded way before the people you'd think. And one was a bright light and pop out of the left engine that several people saw. Never addressed, we just crossed our fingers.

NEVER AGAIN!!! I booked a family trip originally on December 3 for our family of 7 with an infant to Portland Maine out of Detroit, Mi. It was schedule to leave out of Detroit at 6:10 am with a short layover in Charlotte, NC and arrive in Portland 12:06 pm. Not bad, 6 hours and we would have been to our destination. Early in 2019 American Airlines informs me that they had randomly re-booked our trip to some ridiculous 12-14 hour journey with 6 plus hour layovers. I spent an hour or so on the phone with a representative to re-book new flights for all of us that made more sense.