American Airlines Reviews

A week before the first flight, I checked the app and to my surprise my family had been moved from 2 window seats for the girls and the 2 middle seats to 4 internal seats in the middle of the plane with no notification on both of our flights. I called to inquire and the initial agent reviewed the trip, acknowledged that no notification had been made, and that the original seats were now an additional $244...but now came with free drinks for my 4 and 7 year old. The original agent was empathetic, admitted that there were plenty of open window seats, but offered no alternatives (aside from the up-charge) so I requested a manager.

The manager offered no empathy (let alone an apology) and sarcastically suggested that the airline moved us because they "had it in for E & F seat passengers" - not humorous given the situation, and then he then repeated lied about the process, available seats, and lack of communication about the change. He even went to his go-to excuse that the original flight was on a 737 MAX that was grounded but, the original email clearly shows that the original flights were on an Airbus A321 and he couldn't even admit that he had made that up.

Last month when American stranded me cross-country on a business trip and their solution was a flight home two days later, I spoke to empathetic agents that did their best. I had no complaints despite the fact that it cost me time and money where the solution involved me flying back to an airport several hours away from my destination to rent a car to finish the journey. A bad experience but no hard feelings for American. My current experience however shows that the employees do not value their passengers so I'd have to warn others to book with an airline that values your business.

Our flight (1550) out of St. Lucia was fine until we were put into a holding pattern due to traffic in Miami. (Not AA’s fault). This caused us to land 30 minutes late into Miami. After disembarking, we made our way to passport control & customs. This is where the nightmare started. The lines for the passport control were extremely long and did not move very fast. (Again, this is not AA’s fault.). We got in line a little before 6:00 p.m. and did not reach the passport kiosks until 6:17. (Timestamp). It then took us until 7:00 p.m. to get through the customs part of the line and to baggage claim. (Of course our flights baggage claim was all the way down from the exit to connecting flights).

At 7:00 p.m., we reached the American Airlines connecting flight luggage check in and turned our bags into the attendants. (Who were not very helpful). Knowing that we had a 7:35 p.m. flight, we asked them to call the Gate and let them know we were on our way. (Don’t know if they did or not). We then had to wait in another line to get through the TSA precheck that was moving slow (not AA’s fault). One of our bags got pulled for additional screening at the pre check and it took five minutes before they had a TSA agent check the bag. The first four of the 8 members of our party took off for the gate while the other 4 waited for the bag check.

It should be noted that we did not get out of the TSA precheck area until 7:20. The precheck area is near Gate 26 and we had to go to Gate 60. We had my 78 year old mother in law with us and I have a herniated disk in my back which makes walking fast impossible. (even using Skytrain). It didn’t really matter how fast we walked as the Gate 60 staff had already given our seats away.

Here is where this disappointed us with American Airlines service: The first four of our group made it to Gate 60 for Flight 3798 at 7:24 p.m. after getting through all the immigration, customs and TSA. They were informed that the flight was closed and they could not board. It was still outside the 10 minute window before the 7:35 scheduled flight. (In fact the flight officially has been listed as leaving at 7:34 p.m., which is earlier than the scheduled time…)

When they asked what could be done, the agent said that they could see about getting us on the next flight to Columbus which was leaving at 9:35 p.m. They check and, surprise, there were exactly 8 seats left on the later flight! Coincidence that 8 of us missed Flight 3798 and now there are 8 seats left on the next flight?? (Don’t think so….they gave away our seats PRIOR to the 10 minute deadline.)

We were then placed on Flight 4256, the later flight. We did not get into Columbus until after midnight and had to arrange for a different ride home since our original 10:30 ride was not available. In addition, my mother in law’s carry on bag, which was gate checked for flight 4256, ended up being damaged beyond repair during the flight (lock and zipper completely ripped off.). Would that have happened if we had been on Flight 3798? (Maybe, maybe not…) Now let’s add more insult to the story…. We rechecked five pieces of luggage at 7:00 p.m. at the American Airlines connecting flight desk. FOUR of those five pieces of luggage made it on to Flight 3794!! (The fifth one ended up on our later flight). So our luggage made the flight, but the people did not!!

7.) Would my mother in law’s carry on bag have been damaged beyond repair had we been on Flight 3798? (no way of knowing...but doubtful)

Flight 3798 will go down on AA’s stat sheet has leaving early and will help pad your on time % at the expense of travelers delayed due to no fault of their own. That is not something to brag about…. The holding pattern for Flight 1550 as well as the long lines at passport control, customs and the TSA pre check[B] ARE NOT the fault of American Airlines, [/B]BUT AA gate staff should know these things were happening and looked into latecomers itineraries.

As a result of this mess, my sister in law and her family have said that they will never fly American Airlines again if there is a choice. I had worked to get her to take American for this trip, but that appears wasted. (back to Southwest & United for her.) She also knows someone else who was on flight 3798 and she found out from them that the customers who came on board and took our seats (7A, 7B, 7C, 8A, 8B, 8C, 9B, 9C) came on at 7:10 p.m. Please note, this has nothing to do with the crews on our flights. Each crew member on the planes were wonderful and positive.

The most important thing that American Airlines can do from this incident is to learn and improve. Better train your gate agents in Miami to look at the entire situation regarding late comers. Was their flight delayed, are there long lines in passport control, customs and TSA that is causing the lateness. If these conditions exist, then slightly delay flights so that people (who have already been through 2+ hours in lines), can make their flights. I have filed a complaint with AA Customer Service, but we got what appeared to be form letters from AA since much of what was on my letter was exact wording on my sister's letter from AA. (In a follow up letter, they swear it was not form letters.)

AA response to my letter was basically an attempt to put the blame on everyone else....the Air Traffic controllers, Immigration and Customs Agents, TSA, the crowds and us....but not accepting or acknowledging anything wrong on their end. I sent a response back after the first letter from AA stating that we did not blame the TSA or Immigration officials but there were things that American could have done differently instead of trying to improve their on time stats for a flight that has been late 65% of the time in the last two months. My response from AA to that letter was basically a reiteration of what they said before and basically saying our whole complaint is a "he said, she said" issue. It appeared to be very degrading toward me because I am not buying their excuses. It's funny, at no time have I asked for compensation from them but they act as if I am....

Offered "fast pass" for immigration at Heathrow. I informed the flight attendant US citizens could use E-gates and no longer used the "fast pass" line, to which she retorted "don't take one if you don't want" and then condescendingly "are we having a good day?" Flight attendants appeared to have just rolled out of bed, uncombed hair and grouchy. Glasses from dinner never picked up all night.

Breakfast never offered. Had to hunt down a flight attendant just to get a cup of coffee. Asked for my sport coat 20 min before landing, to which the attendant retorted "we will do that later", after which my wife heard her telling one of her coworkers "the guy in 8D is trying to micromanage me". Food item pulled off my wife's tray, after it was served, to be given to another passenger. Not the entire tray, just a specific food item! Attendant arbitrarily held up our side, business class, getting off the plane until the entire far side, well back into coach, had gotten off (I was in the second row).

Our flight was rescheduled from a cancelled British Airways flight. After flights over 30 years to London, none of this would have ever happened on British Airways. Their personnel are always professional and caring, the exact opposite of American Airlines. I believe business class tickets were around $8000. Certainly there are better ways to spend $8000 than on American Airlines abuse.

They also lost our checked bags and we didn’t get them until a couple days later. It was one thing after another! :(We were looking forward to our honeymoon but it only ended up being 3 full days there. We tried staying positive, but after everything, we were a bit irritated with everything going on, just to get there and get back. When people asked about our honeymoon, we tell them about this, dang near everyone seems to have a similar story about American Airlines. Never again!

I call and tell them she has RLS so she cannot sit much longer as they've already caused her to be gone longer than anticipated and has run out of her meds. They inform me there is a flight leaving k18 if she can get there she be able to leave immediately (due to leave in 5 minutes from me talking to them) so she moves as fast as she can to the gate just to find out they had closed it 10 minutes early and that there wasn't any room left on board anyway... What a crock!! These people have no care for their passengers and this will be the last time I ever book a flight through this garbage airline again!

The earliest available one is not until 7:20pm the next day, which is 37+ hours from the original date and time. We could not wait that long and had to get a rental car and drive 7 hours to make it to Chicago. When asked if they will compensate customers for the waiting time and costs, they refuse and said this is because of the weather and that they can’t “control mother nature.” Later when we got to Chicago, the weather was nice and we were told it was a nice the whole day.

Now we have to go through a manual refund process, which per AA website will likely take one or two billing cycles on the credit card. This is very bad customer services from American Airlines. Customers deserve a lot more from this company but instead, we are given bogus excuses. Personally I will not fly this company ever again.

We boarded the plane on time, but were told that there was a “maintenance” issue that was preventing us from departing. The flight ended up being two hours delayed as the airline discovered a dent in the cargo door that required repair and inspection from the engineers. We were asked to get off the plane to wait at the airport lounge. American Airlines did provide drinks and snacks, but not nearly enough for every passenger to get one snack and drink as everyone was grabbing handfuls at a time, leaving those of us who un-boarded last nothing.

On our return back from Cancun (CUN) to Chicago (ORD), on 7/7/19, via American Airlines flight 1417 we had a 5.5 hour delay. Because I knew American Airlines did NOT notify me of any flight changes on our flight from ORD to CUN, I decided to check the flight status online on my own just to be safe and make sure there were no time changes again. I checked the flight status the night prior to our return, on 7/6/19 around 11 PM, and saw that there were no changes and flight departure was 12:05 PM. However that early morning (7/7/19 at 4:00 AM) I received a text message from American Airlines that the flight was being delayed until 3:50 PM with unknown reason. That’s already a 4 hour delay. Because American Airlines notified us so little in advance (just 8 hours before expected departure), it was too late to re-schedule our shuttle from the resort to the airport and we had to accept that we’d be sitting at the airport for 8 hours.

Upon arriving to the airport later that morning (around 9 AM), I received another text message from American Airlines that the flight is being further delayed until 4:45 PM. American Airlines was not providing us a reason for the delay. After checking in and passing security, we looked all over the Cancun airport for an American Airlines representative. We were given vouchers worth just $15 for food that was expected to last us the entire day, and the representative told us that there was a “maintenance” issue and that our plane was STILL IN CHICAGO!! We were told that there was only one American Airlines plane that makes the trip from Cancun to Chicago and vice versa, so there was no other plane available.

We ended up departing from Cancun at 5:40 PM, instead of the scheduled 12:05 PM. Upon finally landing in Chicago, as we were un-boarding the plane, I asked a male American Airlines flight attendant what the reason for the 5.5 hour delay was, and he rudely responded “It was our fault. Sorry.” We never were given a reason, to this day. We booked an early flight back from Cancun to Chicago for a reason: the following day was Monday. Our children have school early in the morning, and the adults all have work early in the morning. We expected to be back home at 4 PM and have enough time to unpack, prepare for work and school, and relax. But the 5.5 hour delay meant we were home past 9 PM which did not give us ANY time to prepare for the work and school week. Never again will I travel using American Airlines and I certainly will not recommend American Airlines to anybody.

Unfortunately, the call representative told me I have to pay $300 for each ticket if I cancel this trip schedule. I clarified to her, that 3 to 4 people have been told me that flexible tickets are fully refundable. And this chick told me that she can't do something about it and just saying what the ticketing department told her. Therefore, I asked her that the first 4 people I called were just lying to encourage people to buy tickets? She said she does not know and laugh about it. I think this is so unfair to the customers.

We thought this bad experience was just a mishaps, however the same thing occurred again on 7/14/19 on our way back from Jamaica with a layover in Charlotte. Ten minutes before boarding our entire flight was cancelled without reason again. There was an hour plus hold time for customer service and the lines in the airport for customer service were ridiculous. Customer service calls back and the agent is absolutely no help at all with the questions we had. To make the matter even worse the supervisor got on the line per my request and was very rude.

After I got done explaining what happened she stated “I made no sense.” When I asked for clarification on which part did not make sense the supervisor stated “all of it." After getting nowhere the supervisor hung up on me. As I was talking with customer service another flight to Cleveland was also cancelled the exact same day our flight was cancelled. If you booked a flight with American Airlines save yourself the trouble and cancel. It will end up being a nightmare for you.

I wait for a couple of hours and then get another voicemail fifteen minutes before the flight and is taking off that the flight is CANCELLED. Had to spend another night there and Uber back to airport in the morning. Next morning we board the plane and they can't get their door closed. Another hour delay. Now I'm coming in to the wrong airport (LGA versus JFK) on the wrong day and my ride can't pick me up. Another $100 Uber ride to Long Island. Arrived exhausted and had a flight to Dublin that night. Ruined my first day in Dublin. Contacted AA by email, website and Twitter... They could care less. Joined the "we hate AA group" and many stories like mine. Something should be done!!!

I had paid $200 each for an upgrade to “priority premium”. We boarded, found our seats 13 D&E and settled in. There were no seats in front of us, extra leg room and a wall. Perfect! Then we discovered our seats did not recline and the leg rests did not come up. Flight attendant “Dan” tried to get the seats to work. No luck. We were uncomfortably upright for a 9+ hour flight overnight while the folks in 13 F&G were comfortably reclined. Morning came, we were served breakfast but no coffee. We were told there “might” be some turbulence. Our neighbors in 13 F&G got TWO cups of coffee from their attendant.

After returning home I wrote a letter to AA Customer Service citing all our issues and asked for a “reasonable compensation.” I did not ask for a full refund of the $400 upgrade fee. I specifically stated that vouchers or miles were unacceptable. I had paid for the upgrades in CASH (credit card) and I expected a CASH reimbursement. I provided my mailing address, email address and phone number. The letter was sent to the address of their corporate headquarters shown on their website. A month passed with nothing.

I called Customer Service, she said there was no way of knowing if my letter was received and that I could wait longer or go on their website and send in my complaint. I decided to write to the CEO instead. Included a copy of my original letter and copy of boarding passes. Same corporate mailing address. Funny, but he got my letter just fine.

and explanations, stating that she was “not able” to give a cash reimbursement but was happy to include two vouchers good for one year. NOT ACCEPTABLE TO ME!!!! They were “able” to take my cash, they should be “able” to return my cash! It is now June 11, two months since my original letter.

We were out of the country at the time but I sent Ms ** an email that I was not satisfied and would pursue the matter when we got back. Upon my return I have made several phone calls, never could get anyone who could help me (amazing how no one knows anything), could not connect with Ms **, could not get her phone number. Totally frustrated, I sent a second letter to CEO Doug Parker on June 24. It is now July 10 and I have never heard another word from AA.

Please be warned: AA will sell you a service they do not provide, then refuse to refund some of your money to compensate. They play games, ignore you, and try to shut you up by tossing you a voucher (that we will never use). This is absolutely disgusting and they should not be allowed to take people’s money in this manner. Shame on them!!

Went to American Airlines to get help, and only thing she did was rebook me and not even to my hometown of Daytona, (where I was suppose to go to begin with) but Orlando/MCO because they had early flights - the next day. OMFG. No one at American tried to accommodate us with ANYTHING, No airline vouchers, no hotel/motel accommodations, no food vouchers, NOTHING! I missed work now because of this. I no longer like American Airlines. They didn't even TRY to work with me and others that were inconvenienced because of something that was clearly their fault. Wow, how disappointing. Shame on you American Airlines! Ugh.

To our additional shock, she did not care whatsoever, told us it was our fault, that our ticket was non refundable, and that it would now be an additional $501.60 each to fly. With the long line and having to be on that flight for a business meeting, we gave her our credit cards. As a flier of AA for 35-40 years, we were shocked and upset to be treated this way. We explained to multiple people at the airport and on the phone trying to get help and no one would help us. It's been weeks since we wrote customer relations with no acceptable outcome. We are now at a point where we believe AA doesn't care about us as people or future customers. We believe AA has intentionally built a system to lock out its customers from getting timely help. They seem perfectly happy for its good customers to pay $694.20 each for a ticket that should have been $192.60 each for a computer glitch. If at all possible, do not fly American Airlines!!

To make things worse a few hours before boarding AA told them their confirmed tickets are now on standby, after my dad kept persisting they gave them separate seats on that flight. My parents are 67 & 62. For them to go through this trauma isn't acceptable, my mom fell sick as well. I understand weather has a say in delays but that's no excuse for such bad & insensitive customer service.The record locator-HSHYYB if anyone wants to verify the details. I should have stuck with Air Canada. The experience is always smooth even when there are delays!

Fast forward to Thursday, and my flight home. 5:45am flight, which I got to the airport in plenty of time for... but the kiosks were broken. There was only 1 ticket agent... And she was taking 5 minutes per passenger, and was the slowest-moving human being I've ever seen. She made me miss my flight, which means that I missed my connection(s). They assured me that all was not lost, however, as they would put me on "stand-by" for the next flight out that morning.

Which they did. 5 flights later, however, at 2:00pm, I'm still in Raleigh. Not a single seat available on 5 different flights. The reason? American intentionally oversells Every. Single. Flight. No spare seats for standby passengers. When they shrugged and told me that there no more flights out that afternoon, I lost it. When the smoke cleared, and the bleeding had been controlled, I walked away with a hotel voucher (for a Days Inn Roach Motel), and a $12 meal voucher (only good IN the airport, of course). And no apology.

No clothes, toiletries, heart meds, or CPAP, as they were already in Moline by that time. Fortunately, today went much smoother... And when I got on the little American Eagle regional jet, I saw a complete flight crew riding in coach. I joked that they were "rubbing shoulders with the common folk" and they chuckled... And I said, "But wouldn't you pick a more glamorous place to dead-head to than Moline, IL?" The pilot said, "Yeah, well, we have to fly this plane back to DFW (where we were flying out of)." I said, "Wait a minute... If you're flying it BACK, why in the world aren't you flying it TO Moline?" The pilot smiled and said, "Welcome to the American Airlines Experience."

The 2nd trip was to Houston from Pennsylvania, requiring 3 flights. The originating flight was delayed an hour for mechanical problems. Before take off, I received text notification that my connecting flight was canceled due to mechanical problems. Upon arriving in Charlotte, I was put on another flight on Standby, but it was delayed due to mechanical problems. By the time they were ready for takeoff, the arrival time was delayed too long to catch the last flight to Houston. Therefore, I was stranded in Charlotte. I had to get up at 0300 to get to the airport at my own expense to get through TSA at 0400 to t ft y and catch an 0500 flight. American Airlines has made it to the #1 position on my personal DO NOT FLY list! American Airlines, NEVER AGAIN!!

The flight back was horrible too. We got to the airport with plenty of time, they called the person I was with minutes before boarding to do a screening. That’s fine, but I was separated from him and unaware what I should do! I was outside the country and they would not make sure we made it back together. I was scared and angry when I got the ok to board from the person I was with due to him not being able to come back to me. I will never fly American Airlines again nor fly thru Charlotte airport who obviously has issues keeping on track with flights.

Here was my scenario. A domestic connection was delayed for about an hour and a half. Naturally during that time the passengers got limited info and the run around. We were now in the area where connections, particularly my once a day flight from MIA to a city in Northern South America was going to be missed and basically ruin my 5 day vacation by cutting a full day out of it. I finally coaxed info out of their generally indifferent, in my prior experience, flight staff and learned the delay was to get a new seat pilot for the asst. pilot. Seriously. And all this while we are stuck on a large plane at ORD waiting for a 2 hour flight in a plane that seems it could have been passed its prime in the 80s. Seriously. No screens, nothing. Even this staffer admitted she was embarrassed by the state of this plane.

Finally, we make it to MIA and I rush to where my international flight to South America is to fly and lo and behold, luckily it has not departed and I get on right around the time it was supposed to depart--no layover but OK I will get to my destination that same day sometime that same day. So they held the plane for connections. Great. I figure my checked bag might be a causality. But then over the course of over an hour the pilot comes on THREE TIMES to announce that “we are hold the flight to ENSURE that all checked bags from connecting flights get loaded on”. So over an hour has passed and even more since my checked bag was in the connecting plane and it is literally about 1000 ft. away on the other side of the terminal. So we finally depart. OK, things are fine-but this being American, naturally they are not.

First, toward the front of the plane it appears a passenger is in distress and medical pros on the flight are call for. There are none. An hour goes by on this 2.5 hour flight. No beverage service and no dinner service. The flight staff are actually chatting and laughing about who knows what--well at least this alleged medical emergency doesn’t appear to be an issue anymore but still they seem indifferent as the time nears 8 pm for a flight that was supposed to leave at 5:45 pm. All during this time naturally the first class cabin is being wined and dine by a single staffer--again this alleged medical emergency didn’t impact them just the rest of us in kennel club section!

Finally, about 45 min. or so left in the flight the remaining 4 flight staff begin service. Since there has been a long wait and I had to run to the gate, I ask for 2 cans of soda. The rude flight attendant refuses, stating “I need to ensure that we have enough for everyone” even though I am a few rows from the back of the plane. When I had booked this flight 5 months earlier, my ticket listed “Dinner” on this international flight. Right. We got a box labeled “Snack”. Here are the pics. It was definitely on par with what I would expect to be prison rations at a local detention center.

Thus, now two miserable flights in a row with AA. I get to my international destination and through immigration to baggage. Guess what? Well, you know what. My checked bag that they held the flight for well over an hour to ENSURE that ALL BAGS got loaded is not there. It is still in MIA. So I am now inconvenienced as well as everyone else on the flight who had to sit tight for well over an hour to ENSURE my bag got on the flight that did not. Hilarious.

Of course as I mentioned there is just that single AA flight from MIA to my destination every day at the same time. It is a warm clime and I was smart enough to pack an extra pair of shorts, a t-shirt and underwear so at least I might be fresh for part of the next day and plus it would be yet another major hassle to try to go out and buy some clothes locally and HOPE that they will be reimbursed by AA.

The next morning I call AA baggage back in the US and the rep is beyond rude and seems to be taken aback that I would like to retrieve my bag and gets argumentative when I attempt to ask a series of probing questions to determine how I am going to get my bag--stupid me. And as I expected it won’t arrive until late that night and it won’t get processed right away naturally so it will be ready for delivery the NEXT morning--so at least 36 hours without my bag. At this point I don’t even trust them to get it delivered to me locally and am forced to inconvenience my father in law who is a local and drive back to the airport to pick it up and then I proceed to try to enjoy the remaining 3.5 days of my vacation.

Shortly after back in the States I contact their Central Baggage online and start a claim. I meticulously scan and upload every receipt, baggage tag and boarding pass both to and fro and submit via e-mail with my case # as requested. And wait. And wait. And wait. For 3 months all the while responding about every 2-3 weeks since I can’t get a resolution from them. All the while I keep get a response from the same agent via e-mail that they are working on and don’t worry a response/resolution should be coming any day now. Sure-right. Again, 3 months go by. Nothing. Incredible customer service. Though it probably makes sense in hindsight-I imagine a scene where the staff who process these claims are so inundated with them that the pile never abates.

Finally after 3 months I get an e-mail with--you guessed it--an apology. Beyond hilarious. Words are cheap. Providing great customer service like SWA does is not but they do it anyway. I respond to this agent in kind stating such and that all along I have been asking for real compensation. Shortly thereafter I get a call from Central Baggage which shocks me to no end--and we have a conversation. Naturally, she states they don’t provide cash money as compensation. She states they will “snail mail” me a voucher for $50 for my troubles (so very, very kind AA!) and that it will take 2 weeks to arrive. I state that that is a total bummer as I have an upcoming Caribbean flight with them (hoping it will be my last one--it’s a route only they run out of my somewhat major metropolitan airport) and would love to use to upgrade my seat or purchase food/drinks on flights. She states it can be used for that but yes, it will arrive too late.

And then to my amazement, it arrives in my e-mail inbox as a $75 voucher (!) and I go online and try to upgrade my seats but once at the select tab there is no option to enter in the voucher code. I call reservations and get a rep from the Philippines who barely speaks understandable English but eventually learn what I expected all along--that the Central Baggage agent was wrong--it can only be used for future flights (a total Catch 22 as I am trying and trying to never fly AA again). End of story. Thank you so much AA--your certainly have EARNED your low customer and industry ratings. Just beyond pathetic all around.

After waiting in a long line to get a new flight, we were given a $12 food voucher (everything was closed of course) and I ended up sitting up the rest of the night in the terminal which was by then very cold. No blankets, pillows or anything. I had developed a severe case of heat rash from sitting on the plane for so long so it was a long, miserable night for sure. The flight I was put on the next day meant I had to change planes in San Francisco. We were offloaded there but no one told us that our connecting flight was in a completely different terminal which meant going thru security again.

I finally got the info about the other terminal from a gentleman in Security as there are no signs indicating where the other airline was (expecting a customer service rep to be on hand to answer questions would have been crazy). Luggage of course went by a different flight - later than ours even tho we were told otherwise which is why we couldn’t get our luggage when the original flight was canceled. Now they claim the cancellation was weather related to cover the fact that if they had kept to schedule we would have missed the storm. Actually much of what we were told turned out to be incorrect. I felt especially bad for a young couple with a baby who were flying for the first time. They had no stroller or car seat the whole time and couldn’t even get a bottle of clean water to mix formula since it was the middle of the night and everything was closed. They also sat up all night in the terminal.

I understand that unavoidable things happen but so many for one flight was bizarre. What was the worst in my opinion is that we were given absolute minimal service and support it felt like we were being treated like a herd of cows instead of people. I’ve no doubt that others on that flight had a much worse experience than I did since I was traveling alone. But those with children, in frail health, or were inexperienced flyers must have felt absolutely shell shocked. American Airlines is hands down the worst airline I have ever flown and will avoid booking future flights with them.

36 hours later my bag still hadn't moved so I called back to customer service. I got the "Gee, I'm really sorry about that, please let me put more stuff into the computer..." I asked if they could call the airline desk at the airport and the rep responded, "No, I can't call them. They aren't manned for that and they are too busy as it is." After I hang up, I google the airlines desk at the airport and call the number. A person immediately picks it up and is now putting my bag on the next flight to my location. EPIC FAIL, American Airlines. Why do I have to do your job for you? Utterly ridiculous.

American Airlines was no help at all, no viable solution. We found out 15 min before boarding that the plane was an hour behind. We had to retrieve our luggage before it went on the late plane. On the phone for an hour and a half with the company we booked with. I looked up flights on my phone while waiting and found one from Dulles, the booking agent said they got us tickets. This was at 9:15pm, we ubered the 30 min to Dulles to get there before the 10:20 pm flight just to find out the flight was already overbooked by 7 people!!! I cannot believe these airlines overbooking. REALTORS, can you imagine selling the same house to several people at once and one lucky person gets the home? This is just what they do!! They really need some monitoring! If I did my job the way they do, I wouldn't have a job. No accountability.

Beyond mad and exhausted at this point. Ubered back to National to get our car. Got home at 12:30 pm. I will never fly American Airlines after this fiasco. No compensation for anything. I just hope our flight today goes without a hitch! Say a prayer that we are Ireland bound today! #AMERICANAIRLINESSUCK #AMERICANAIRLINESTERRIBLECUTOMERSERVICE #DONOTFLYAMERICANAIRLINES

We recovered and had a wonderful visit in Quebec and started our journey home on June 26 with a 11:30 am flight, only to immediately have a two hour delay, which caused us to miss our connection in Philadelphia which caused a 7 hr layover in Phil. Also will say that the customer service in the Philadelphia Airport was horrible. Only one desk attendant, Cheryl, made any effort to be helpful with our seat arrangements. We finally arrived at our local airport at 11 pm. Our bags that were supposed to be carry on, were somehow routed to the baggage claim which caused an additional wait at the end of a very VERY long day. WILL NEVER FLY AMERICAN EVER AGAIN!!!

I had to purchase new tickets only available from Munich to Madrid at 7.05pm (June 21th) with the value of $547.66 with IBERIA, the only company that was willing to help us! We had to sleep in Madrid with hotel expenses of 155$. The next morning on June 22nd at 7.55am we finally left to our destination Seville. We lost 1 entire day of our vacation trip due to American Airline delays and we had expenses of almost $1000. We have the receipts available of everything and AMERICAN AIRLINES is not refunding or helping us at all!!!

I've missed work, paid more, delayed, gone without luggage for days, had to rent more cars out of unexpected cities, on hold, delayed, canceled, bumped, switched gates, delayed, cursed at, smarted off to, lied to, delayed, had to find an overnight hotel, rebooked, never reimbursed and even on two emergency landings with American. Did I mention delayed? Each time, regardless of what arena or area the issue was, customer service has been, let's just be nice, disappointing. They normally have a well rehearsed speech and will always start with an insincere "I'm sorry" and ending with a "We'll take this seriously".

I get that they are there to make a profit. I understand in business things happen that's out of control. And I know that every person is not always the best representative of a business, (there's a few a AA that are AWESOME). It's a mundane job listen to complaints. Trouble is AA is so big that it's lost control. Their people don't get good training anymore. They have forgot what pays their bills and how they count on paychecks.

I've been a loyal customer with American Airlines for years. Had ups and downs, (pardon the pun), but as of late, they have taken that and my business for granted. I can only imagine the frustration of a vacationing or weekend traveler bewildered by such lame, inexcusable service after paying hefty fees. My company is growing and expanding and moving into different countries and as such we discussed air travel. Unfortunately for American, my experiences were a deciding factor to not use AA for a upcoming trip to North Africa. Approx $40K later, (4 travelers), we went with another carrier. I am currently awaiting the outcome of a recent issue with American and its customer service that may determine if I and employees use them in the future. They seem content to polish pennies collected while neglecting future dollars available.

I would hope they will do better. With the prices they charge they could at least pretend to be concerned. If I ran my business like they run theirs, I wouldn't have any. Happy traveling. Follow me on Twitter to verify the AA travel escapades. #TipTopFlier

We finally boarded and then told that a switch was out and we couldn't take off without it. We sat on the tarmac in the heat to only then hear that the part was not found and it would arrive on the plane from Dallas at 3 pm. We were told to get off the plane and stand in another line. After standing in that line for 45 minutes, we were told that there were no other flights to Dallas/Denver until the next day and the connecting flight was canceled so even if we took the 5 am flight, we would miss the concert. American Airlines expressed zero concern. Emma, the attendant at the desk never apologized for causing us to miss our 830 flight. No vouchers offered, no apologies, nothing. Worst experience and heartbreaking to be so disappointed to not make this surprise concert/vacation. We lost money on the first night of the hotel reservation, parking at the airport for 8.5 hours being stuck there and over $500 for the concert tickets. We will never fly American again.

As we got closer to Philly, it was obvious many passengers on board were going to miss their connecting flights due to the delay. (A maintenance delay! Keep in mind. This is important.) I asked two flight attendants what procedures we should take to make the process go the most efficiently, one told me they weren’t sure and that I could check the app (?) and the other bold-face lied to my face telling me they had agents prepared at the gate we were getting off at with information for all passengers with a 2-3-hour layover that were going to miss their connections (A very intricate lie!).

Once we disembarked, I had very little time to make my connection, but it was possible! I followed directed signs to go through US customs (a very lengthy process) and made it to the next round of TSA security check. They would not let me through because American Airlines did not print my boarding passes for all of my flights, just for the first leg. I asked what I could do and they said, “Well, they should’ve printed them. You’ll have to go outside, walk to the next terminal and have a boarding pass printed.” So I sprinted outside in June to reprint a boarding pass that should’ve been printed at the start of my flight. There were four women standing at the desk, and I sat for 5 minutes before I was even acknowledged, since they were busy gossiping to each other about another coworker. My only saving grace was a male attendant getting on duty who held a flight to Dallas for me later that night in case I didn’t make my flight.

When I finally got to the counter for the Philly to Charlotte flight there was another couple from the original Prague flight running up at the same time (gate B13). The gate closed three minutes before we got there. We could SEE the plane sitting and it didn’t take off for another ten minutes. We tried to ask the gate attendants what we could do and they said, “We were working that flight. You can wait here until the next flight or go see someone else.” “Y’all can wait here but we’re not working right now.”

Then, they turned to each other and started complaining about us AUDIBLY. “It ain’t our fault there was a delay”, “What do they think we’re gonna do for them?”, “I’m off the clock when the gate closes”. I listened to the ladies rebooking all of us (thankfully the man from the beginning held one of the last seats for me) and I heard the attendant talk to the woman next to me like a dog. “I don’t know what you want me to do.” Well… We want to be treated with maybe the smallest bit of empathy???

I finally made it to the gate of my rebooked flight and had a small duffel bag as my only carry on. I had been traveling for six months and was holding all of my valuables, fragile souvenirs, etc. in that bag that clearly fit carry on regulations. The lady stopped me, said I had to check the bag. I tried to explain the situation to her, she cut me off and said, “Look, you can either check it or get rebooked. And it’s not happening tonight, we’ll rebook you in the morning.” First of all, I had not interacted with this woman yet. She had no idea if there was another flight to my destination. She tried to use an intimidation tactic to get me to comply, which I would have anyway! I sat down and started to try to see if I could wrap things in the clothing items I had and she yelled over my head “gate is closing in 4 minutes”. I was the last one getting on, she was yelling to intimidate me.

I get on the plane and NONE of the overhead compartments are full… A beautiful picture some of my Czech students created for me was shattered. Our flight to Dallas then flew in circles for over an hour to avoid storms. I asked another flight attendant what would happen if I missed my last flight, the last flight of the night to Mobile and she said, “Since it’s due to weather, we aren’t required to help you book a hotel.” WEATHER? If the maintenance issue hadn’t happened I would’ve been home HOURS before the storm even hit!!!!

Flash forward to yesterday. Again, I was told American couldn’t check me in for all three of my legs of flight. My first flight was Mobile to Charlotte, less than 2 hours. On original takeoff the brakes made an awful, screeching sound. A man directly behind me and a woman two rows behind me and to the right both commented they were concerned. Less than 30 minutes from Charlotte, the pilot came over the speaker to tell us we were being diverted to Columbia, South Carolina. At 4:53 we landed in Columbia. We were told it would be 45 minutes before we would receive an update and that even when Charlotte was clear, we were “nowhere near the top of the list to land”.

At 6:30 we were told we were reboarding the plane for the 25 minute trip to Charlotte. As we began to taxi and overwhelming smell of burning rubber filled the plane. We sat for another thirty minutes until we were addressed and told emergency services were coming to do a brake inspection. About this time, they turn the power in the plane off, in the middle of South Carolina, in the middle of June. It was 89 degrees, we sat on the plane until 7:52 when we were evacuated by emergency services on the jet way. During this hour and a half time with no air, we were not offered water ONCE. There were many elderly people and children under ten on the flight. The little boy in front of my had sweat beads dripping down his neck and was turning red. We were evacuated onto metal stairs, people who needed wheelchair assistance had to be lifted by flight attendants and emergency service personnel because there was no ramp or anything.

We were then put on a shuttle bus and told, “it will probably be a bit stuffy.” (?) The only terminal in Columbia airport closed at 7:45, so some of the children and other people who hadn’t eaten since we boarded the plane at 2:00pm had not eaten in hours. We were offered Cheez-Its, gummy bears, crackers, cheese spread and veggie straws with water bottles as our dinner. We were back into the terminal by 8:06, an agent did not come to address us until 8:40. We were told a flight crew was going to come get us to take us to Charlotte at 10:30, during this time they were giving out hotel vouchers for Charlotte but were unable to rebook our fights. We would have to do this when we got to Charlotte around 11pm. At 11:55 I was still in line in Charlotte to talk to an agent to be rebooked. They told me they could get me from Philly to Prague, but there were no seats from Charlotte to Philly (so how would this help me???).

Due to my last experience with carry ons, I decided I would only travel with my small backpack. I had no extra clothes or anything. I went to put in a request for my bag and the lady dismissively told me, "Ok! It’ll be three to three and a half hours to process your request." They were able to get me on a flight today (June 23) time at 7:00pm. I will be arriving (if there are no more delays! cross your fingers) a full 29 hours after my original scheduled time. American tells me my ticket type is non upgradable and all they could do to help me is to give me a $12 meal voucher.

I’ve spent hours on the phone and in person speaking with agents, none of whom have treated me as a valued customer (I’ve flown with them for years) or even a human being. There’s been no empathy, no trace of being apologetic, NOTHING. I would encourage anyone taking a flight, especially a flight with multiple connections or an international flight to fly with absolutely ANY other airline. I understand things happen and weather is unavoidable, but American Airlines customer service is a disgrace.

I won't bore you with but not your world I know but this problem all started when your company failed to honor my already paid for ticket. All the care I took for my safety on this flight threw out the window simply because the agents didn’t want to have to actually solve or fix a situation and I guess the American logo of more money not sure which but here we go.

The paid flight was a first-class ticket from Phoenix to FLL. Some drama getting out of Phoenix to think the crew needed more rest or whatever, that is what was put out over the PA system. It left about an hour late, we did get going finally. While that was taking place, the lady called everybody up to the counter and gave new tickets as she said we would not make flight and she handed me a couple of economy tickets before we even left Phoenix just in case. I informed her there I was traveling first class with my wife and by your own clock, we should make the next flight. Well, what do I know I got it. I did not want to change anything but she said over and over we will not make it, said I will take my chances.

Long story short we did make it by 34 minutes as the data will support my wife and I ran to the next gate in Chicago and had 34 minutes to spare, not to brag but we did make it. Anyway I presented the tickets I paid for and was told they gave them away to other passengers. Well, the story gets crazy here on but the bottom line was "We gave your tickets away. Thought you would not make it." Well no issue. I was a day earlier and asked very simply to get on another flight, wait whatever it took for another airplane that could fly us in the next couple days to FLL in first class (really this simple).

The lady was rude, said, "This flight booked you missed it. We gave your seats away." Only another option was a later economy flight to Dallas and we would be stand by, nothing guaranteed except it would not be first class. I took time to explain I needed them first-class option and paid for this not because I am rich because I have huge veteran-related issues, and stress out of control when close or touching other people. I can’t be in a small situation with no way out and some say don’t fly anymore. I guess at 59 100% VA combat wounded this might be my end and I will be stuck home forever but that doesn’t seem fair to me. I have never in 28 years asked anybody anything because I was a combat vet. I am no better than anybody else and don’t read my own headlines, but I do think after this horrible situation was getting ugly at the desk, more care and compassion.

I told the gate agent (first time ever) I truly needed help with this and would gladly wait till she had time to figure something out. She did not even care, "...to take the economy seat and if you are not happy there is the line for customer service (some 300 people in line with two agents helping reroute /issues)." Are you kidding me. I paid first class tickets, have them in hand and you tell me to hit the road or I thought call security. Customer service none, rude behavior prevalent, didn’t have time for me. Well, American am so disappointed with you guys and my treatment as a veteran. I told the lady with my lovely wife to aid me thru the airport, we needed help not angry out and frustrations. I was not at fault the other agent canceled my ticket I did not ask. The agent said we would not make it, we did and I was in front in time with ticket in hand and told to pound sand. Very disappointing.

I also was in tears by this time as the meds to keep me calm (**) wearing thin. I told the gate agent I was first class for a reason, not $$$$. I am retired (Army not rich). I don’t have a choice but fly first if I am to make it. That’s the simple logistics and I already thought thru everything, paid everybody and just expected you to fly the plane and get me there safe. Boy it was a nightmare.

End of story I was a mess, crying, upset, starting to lose control. My options be limited and nobody helped or cared less. I took the economy seats and two middle seats back of plane, not good at all. Caregiver was split off me and that really freaked me out until one nice man asked the flight attendant to help which she did not and moved with my wife so I at least had my caregiver next to me. I am still so upset. After paying to have this type thing never happen, pay top dollar and your agents just tell me tough luck, no alternative answer. "Put a refund in", she said. That is just not professional

Bottom line I am disappointed in American but to say I have many other choices is not really true. 4 carriers left and I guess you really do care less. Walk, I guess. I bet this was filmed as many people took at cameras after the horrible treatment it looked like I was getting. Maybe this social media thing is all you care about. Shameful American, shameful. And if not for a caring American not your staff who insisted and thanked me for my service and gave seat to my caregiver who knows what could of happened. But I know now how the United pulling passenger thing off the aircraft got so out of control. It's your ill-trained people. Heck. I was drugged and keeping, more calm and never lost control except emotionally. And to be honest the PTSD and claustrophobia is a pain but to have other American treat me so badly I wanted to just die. I have given so much and who really cares, certainly not American Airlines.

What I expect is nothing except my money back for a first-class ticket you failed to give me, anything else is your side of things. I am not writing to get a freebie from you, need nothing from your ungrateful company. Nothing at all, except my hard-earned money back. I am attaching all my first-class tickets, itinerary. Booking numbers should all be here. I certainly could solve this. I am going to make this my new mission to learn more about social media and shame you American Airlines. I will find video evidence although not really needed to prove anything except your shabby service. I hope to hear from you promptly a professional would. Again just want my money back. Good day Sir/Madam.

To all Veterans with combat-related issues, this is not a good choice of Airline. They have contacted me as to this horrible story I post, still no refund and nothing but a runaround and a call to say, "Sorry here's is a 150 coupon." I don't want $$$$. I want Veterans to be treated well period. We pay for a service provided, take precautions and outline a great plan to safely get thru airports.

American Airlines is beyond rude and don't expect (Veterans) for them to care about you. They have not and will not. Disgraceful service and the issue is I paid handsomely to not have these Veterans issues come up. My part was done as I always have correctly. They failed to provide for my safety, that simple. Veterans as retired CSM (1999) I bore you with this long story as a warning....American Airlines is really not Veteran friendly regardless of how many precautions. I took look elsewhere to spend your hard earned money. They are bad, you will be disappointed and may be unsafe as I was.

We lost $700 dollars of non-refundable reservations in Dublin, and missed the first day of our HONEYMOON. This heartless airline couldn't give a rip about our suffering or the money they made us lose. I will never fly with this wretch of an organization ever again. Their customer service is abysmal. Their heart is non-existent. Their service is always incomplete and incompetent. Their customer relations are worthless. Their customer service is rude and threatening. Their gate agents are ignorant and ill informed. And their company as a whole is a stain on humanity.

I will review them 0/10 on every platform I can find and tell everyone I come across to never do business with this company and will make my best effort to ensure they lose far more money than I did, all because they were unwilling to even consider my situation or understand they ruined my Honeymoon due to corporate greed. American Airlines, if you want to make this right in the future, feel free to contact me. You have my information. If not, I am going to continue blasting you at every turn and making sure you don’t screw over any of my friends or anyone who will read my reviews.

The issue was with the line. There was a long line due to a delayed flight and most people in line had to find other flights. The AA agent walking the line stated that I would have to wait in that line for my issue and that it would only be about 20 minutes. After 20 minutes, the line barely moved and I informed the AA agent again that at this rate, I was going to miss the flight even though I am hours early. She stated that there's nothing she could do and if I miss my flight, I miss my flight. Keep in mind there were other people in a similar situation who weren't part of the delayed flight. I even tried mentioning to the AA agent that can't they open up a separate line or allow people who came very early and flights are on time to maybe use the priority line so that we don't miss our flights due to the issue with the delayed flight customers. But they said there's nothing they can do.

What eventually happened is that I waited in line for almost 3 hours just to fix my boarding pass and missed my flight. Others I spoke to who came very early missed theirs as well. Another observation we all had was that they had a very short Priority Member line (less than a quarter of the line for the regular customers) and had 4 agent helping Priority members only as well as 2 agents helping the first class line that only had a handful of people in line. They would have anywhere from 3 to 2 agents helping the long line in which transactions would take anywhere from 15 to 40 minutes. They should have properly allocated their agents for each line which would have allowed a lot of customers (not part of the delayed flight) to make their flights on time.

Overall, it was a horrible experience as I don't believe any customer should have to wait in line for almost 3 hours. I've worked in customer service and have across similar situations where if there's a long line, agents walking should be able to determine what service is needed and have those who arrived to the airport very early and just need minor fixes to bypass a line like that so that they don't miss their flights. That fourth agent helping the priority line (which was not needed at all) should have helped the customers not part of the delayed flight with their minor issues so that they don't miss their flights. There was even an active duty member next to me who arrived as early as I did as well and waiting almost 3 hours in line because he couldn't check in at the kiosk. He ended up missing his flight as well because he couldn't be serviced in a timely manner.

For more than once, I encountered very rude and impatient customer service rep at the CTL dedicated customer service desk. All of them have the “You should know this” attitude when the only option is to verify and confirm with them. There was also one customer service rep who asked to back off from the counter when I stood in front of her for a full minute. I was enquiring about the my seat confirmation for a rescheduled flight and was given the answer that I can get it confirmed when the gate opens.

I proceeded to ask if there are other ways and I was given the answer “Do you want me to repeat my answer in another way?” The customer service rep then proceed to rant. I sincerely hope better customer service could be given and less passive aggressiveness would be displayed by their customer service reps. The incident happened at 12 Jun, CTL airport (Charlotte) between 1200-1230 hrs.

I don't know how a large airline like American doesn't have contingency plans for these eventualities. Between parking and lost hotel fees I lost over $300, not to mention lost PTO and just a general loss of my day. American offered me nothing for this, nor did it offer something as simple as a meal voucher for hanging at the airport all day. When I wrote to complain they gave me 7500 frequent flyer miles, which is fairly insulting. To make it worse, a friend flying to the same meeting was given 10,000 miles. When I wrote to ask why they said that complaints were handled on an individual basis and they wouldn't match the 10,000 my friend received. Bottom line, American Airlines has terrible service and if they screw you, your only recourse is to say "Thank you sir may I have another!" Don't fly them if you can avoid it!

Finally had to rent a car to drive to San Jose ($300 plus fuel). Got a flight thru Delta. Still waiting on confirmation of original AA flight refund. Ticket agents were clueless and couldn't have cared less. AA customer service sucks. How can you ask a customer to wait 3 days for another flight? BTW flights were coming from DFW to San Jose all day, so not sure about the weather story. I will fly any other airline in the future. Don't reward poor service.

At 3 AM, I made my own arrangements for a hotel as my son has seizures if he does not get enough sleep. Sunday, our flight was delayed 2 more times and finally left at 3:51. On Sunday, the agent at the gate said the 11:30 flight from Saturday had been cancelled due to no staffing. That is not weather related. When we finally arrived home and slept, we found that 2 of our bags were damaged. It was also at that time, that I realized that medication had been removed from my bag during our first flight on May 10th. I thought I left it at home, but when I returned home, it was nowhere in my house. Thankfully, I found a pharmacy that gave me enough medication for the duration of our trip.

I am requesting reimbursement for the hotel, our snack at the airport and the Uber driver to the hotel. For the inconvenience of not enough staffing, I would also like miles added to each of our accounts. I have also filed out the most challenging forms I ever saw for reimbursement or repair of 2 luggage bags. I consider myself rather intelligent, but those forms were ridiculously difficult to understand.. Thank you for your help and consideration. My son said he filed a previous complaint however, I don't believe he was as thorough. Again, thank you for your time and consideration.

Half an hour later, I was waiting in line to use the bathroom and she came up from behind me and bumped her body into mine instead of asking me to let her pass. I was speaking to another flight attendant and this rude ** flight attendant interrupted me and complaining about how I asked for her name earlier. I told her she was rudely interrupting my conversation and she began shouting at me “You’re done! You’re done!” Again I told her how rude she was and she began having a temper tantrum stating: “You stop talking to me.” Then she violently shoved her fingers into my face repeatedly. When I told her to stop shoving her fingers into my face she continued to do so and said, “You are non-compliant and we’re going to turn around and take you off the plane.” When I told her that there are many witnesses to her behavior she suddenly looked around and completely stopped with an embarrassed look on her face.

This type of power trip on the part of airline employees is out of control. This employee assaulted, harassed and threatened me in retaliation to her overheating that I wanted to file a complaint. Airline personnel are not entitled to abuse the authority given to them to exploit passengers. I didn’t have my cell with me but another passenger took a photo of this employee. She was the only ** flight attendant on this flight so it shouldn’t be too hard to locate her name.

After standing and arguing with 2 AA customer service agents that my plan in Paris would screw up big time, I would lose hotel reservation, train tickets, if I fly out like they wanted which was May 7. They finally re routed me to JFK on flight AA1186 on May 5 2019 so I could catch a flight to CDG on flight AA44 on May 6th. Ok I get it, they tried to help me. I was reassured before I left CLT for JFK that my suitcases would travel with me to JFK on May 5. Well, when I got to JFK, my suitcases never arrived with me. They were still in CLT. I went to Lost and Found at JFK and was informed and assured by the agent that my 2 suitcases would get on the plane at CLT on May 6 to CDG and I would get my suitcases in Paris on May 6. I had to pay for a hotel room at JFK for May 5 because once again, the delay was not AA fault.

The next day, May 6, I came back to JFK Lost and Found to make sure my suitcases were on the plane to CDG as promised. Once again, I was informed that my suitcases just arrived at JFK. What the heck did you guys do? AA is a multi-billion dollars business, how could you run a business like that? At this point, I was already very upset, pissed off and tired. I asked if I could get my suitcases to change new clothes because I did not have any clothes the day before. It took them 3 hours and at least 10 phone calls to locate my suitcases which just arrived 30 mins prior to my request. Again, what kind of business is this? Very disorganized, very unreliable.

After I got my suitcases and changed clothes, I proceed to a AA kiosk to recheck in my luggage, lucky me that I didn’t trust you guys. I asked an agent to scan my luggage tags, my luggages were going to London or something. I had to ask the agent to remove the tags and retag with newly printed info, just in case. On May 19th 2019, my wife and I were supposed to come back to the United States on flight AA787. I arrived at CDG-Paris 3 hours early only to find out that my flight back was cancelled on May 5th 2019. I paid for my tickets, why did you guys cancel my tickets without even inform me? I had to spend another hour and half at customer service so they could investigate and rebooked us tickets to go back. My flight from CLT back to TPA was full, so they had to fly to Miami and then from Miami back to Tampa.

At Miami airport, our 30 mins flight AA1921 back to Tampa was once again delayed 7 hours due to mechanics issue said agents. This flight was delayed 10hours prior to us arriving already. Finally, at around 2am on May 20th 2019, the agents at the gate announced they were going to cancel the flight and we had to sleep at Miami airport for the night. What the heck didn’t you guys divert an airplane over to take us home?

After several arguments from many passengers and a bunch of police were called, someone from your Operations management finally made a call to tow an airplane from another terminal over to take us home. What the heck was this experience? Do you guys even value your customers? Do you guys even care? Probably not, because you guys fly thousands of customers daily so a few customers upset shouldn’t be problem. I want you to know, I will post this story on every forum I can find. I’m telling this story to everyone I know.

This was a lie. Although my luggage arrived in Phoenix approximately 5 hours after my arrival, American Airlines did not place it on the next flight from Phoenix to Tucson. I had to phone the Customer Service desk at least 8 times to inquire about the status of my luggage and was informed there was nothing they could do to escalate the matter. I received my luggage the following day around dinner time. I was unable to participate in the resort activities for two days as a result of having no clothes/shoes...anything. This was an expensive resort ($1, 000 per night) and I was unable to do ANYTHING due to American Airlines' screw-up.

My return flight was out of Tucson to Phoenix and on to Charlotte. My luggage went to Phoenix but not to Charlotte. After waiting in the American Airlines complaint line for 45 minutes, I was told that since my luggage was in Phoenix, there was nothing they could do. They referred me to an 800 number. After waiting on the phone for 45 minutes, I was able to report my missing luggage. I did not receive my luggage until early evening the following day. When I returned home, I filed a complaint with American requesting that they refund the points used to book my flights, my baggage fees ($60), and reimburse me for a portion of my resort stay. They refused to do anything other than "consider" my request for a baggage fee refund.

I have been an American Airlines Advantage customer since 2005 but in the eyes of American Airlines, this is meaningless. They have no loyalty or concern for their customers. American has the worst customer service I have ever experienced and I will do everything in my power to avoid using them in the future. I frequently travel for business, but I would rather take an inconvenient route on another airline than to ever fly American again.

My seat was over the wing at the window, and I could see the copilot standing in front of the wing watching while the pilot tested out the patch while we were all seated on the plane. I could hear various noises as parts of the plane were enabled and tested. All of a sudden, the copilot made a frantic gesture moving his hands across his throat (the "cut it" signal), to tell the pilot to shut down everything and stop testing the hydraulic patch. Shortly after that, the pilot came on the speaker to tell us the hydraulic patch had blown, and hydraulic fluid was all over the ground. To me, it seems terribly unsafe that all the passengers were on board the plane while this hydraulic patch was being tested. What if a fire had accidentally started? Why wasn't the hydraulic patch tested before passengers were boarded onto the plane?

AA staff held us at the airport until 9 pm on 5/22 when they finally started distributing hotel vouchers to a run-down, musty-smelling hotel called Windward Passage. We were "lucky" to have finished eating our voucher dinner at the hotel by 11 pm; most passengers were eating at midnight. Before leaving the airport for the hotel, the AA staff had told us they would be working all night to fix the plane, and to come back for an 8 AM flight the next day (5/23). While eating dinner at the hotel, one of the hotel security guards passing through the restaurant informed us that our flight had been delayed until 2 pm the next day (5/23). We naively took this as a sign that American Airlines had diagnosed the problem, and had some idea of when it would actually be fixed.

However, before we checked out of the hotel the following day (5/23), we found out the flight was delayed again until 6 pm. I immediately called the AA booking phone number to inquire about getting on another flight. I spoke for over an hour with an agent and her manager. The manager claimed that there were no seats available on any flights departing from STT that day, even on other airlines such as Delta. She said if I could book myself on another airline, she would refund me $200 (which was much less than I paid for my AA ticket). Thus, we were stuck waiting to see if the defunct plane had actually been fixed.

We passed customs and security for the second day on 5/23, and sat in the airport all day, watching other American passengers arrive on a different working plane, and fly off to Charlotte, which was our destination. But they would not allow us to board the working plane, though we had been waiting 24 hours. We were stranded since we were "assigned to" the broken plane. The gate agents told us they had no information about when the plane would be fixed. They were waiting for information "from above". Dozens of people asked emphatically to speak with the AA manager in STT.

The AA clerks radioed him over and over, but he stayed outside on the tarmac (we could see him walking past the windows) so that no one could speak with him. Some passengers had run out of medication, and others with dietary restrictions like myself (Celiac disease) were feeling faint from a lack of gluten free food. Finally, at 7pm, they began handing out hotel vouchers again, and released us again from the airport. They gave us no information about when our cancelled flight would be rescheduled. We spent another night in the musty, dirty hotel, and ate another dinner there with vouchers.

At this point, we felt really desperate as we were approaching 48 hours of delay with no end in sight. We called the AA booking phone number and were passed around for 3 hours talking to various agents, who said they could not transfer us to a Delta flight that showed seats available online because technically it was overbooked, and Delta wouldn't allow us transfer to an overbooked flight. Finally, we were passed to a manager who listened to our whole nightmarish saga, and tried to put us back on the same defunct plane for the next day. I explained that the AA app showed that flight as "diverted." Finally, he understood that the plane was out of service, and he put us on hold.

When he came back he said he found two "reserved" seats on an AA flight to Philadelphia. I asked him why these seats were reserved and not available to the public. He said they were "operations" seats that were reserved for situations like this. I wondered aloud why I wasn't offered these seats earlier that morning when I was on the phone with a booking manager - it could have saved me a full 24 hours of delay!!! Anyway, my husband and I were so desperate, we didn't cause a fuss, but just immediately accepted the proffered tickets.

We then went back to the airport on 5/24/19, and passed through customs and security for the third day in a row. We got on the flight to Philadelphia, and then waited 4 hours for a connection to our hometown. We made it home at midnight on 5/24/19, which is 48 hours after our original scheduled arrival time. Due to the 48 hour delay, our pets were held at the kennel 2 days past when we were supposed to pick them up. We incurred extra fees for the kennel, as well as airport parking, and my husband wasted 2 extra "vacation" days spent all day in an airport.

I suffered 2 migraine headaches, feeling of faintness due to lack of gluten free food in the airport with my Celiac disease, and had a painful, enlarged lymph node that showed up on the night we arrived home. I'm hoping it's due to stress, but I will have to go to the doctor for diagnosis. American Airlines has offered me two $175 vouchers for my nightmare trip, which I have declined since I will NEVER fly with them again.

The following flight was several hours later so we waited, and then were told we could not get on that flight either because THAT flight had been also been overbooked. The original flight was on a Friday night, and when asked when the next confirmed seats were available, we were told we'd have to stay in Miami until TUESDAY afternoon. We had to rent a car and drive 24+ hours to Philadelphia. They not only refused to pay for our hotel or rental car, but are also refusing to refund us for the flight from Miami to Philadelphia that they refused to let us on originally. They will not provide a person's name, phone or email to contact, so we sent a certified letter to their customer relations department.

We finally received a phone call a month later, and all the person (Emily **, AA Customer Relations) would say was that she's sorry we are frustrated and 'didn't understand their policy' but they would not refund the charge for the flight they would not let us on. She refused to provide any other name or contact info saying they 'don't escalate customer complaints'. Since we had no control over the way AA schedules their connecting flights, and since their agent is the one who refused us (and several other passengers, including a family with two small children and an elderly woman in a wheelchair) passage on a paid flight, the least they should do is refund a charge for a flight they refused to let us on.

We've had to wait so many times on just the pilot showing up on time despite the plane already being there. The excuses are many. Furthermore, don't count on your luggage making the destination with you. Apparently, they can't hire enough personnel to handle luggage, so even if your flight is delayed, it's not likely your luggage will make the next flight. Expect your luggage to arrive anywhere from 1 to 2 days late after you've notified them. Good luck on getting an agent to care. They don't. They act like it's your fault.

When we arrived for the flight the gate agent said there was no way to guarantee that we would not have to check the medical bags. He told us that if you don't want to check it, you should have bought a better ticket than basic economy. Needless to say, I was angry and stressed out that we might have to check over $10,000 worth of medical equipment and worried about health if the medication/equipment was lost or damaged. We waited for another agent to arrive, who thankfully had more common sense. She had us pre-board so we were assured to have room for the medical equipment.

The return flight was much easier. When we asked the gate agent she simply told us to board with group 4, although she didn't seem pleased. I was just happy to have the medical equipment on board! As a little more detail, although they said that medical equipment would not count toward our total we decided to pay for checked bags because we didn't want to carry so many bags through the airport. So we still fell within the guidelines. 4 people, 4 personal items, 3 carry on size medical bags, 1 carry on size personal bags.

After we landed, they said they will cancelled our trip and said there no more flight on that day. However, there was a flight departed to Washington DC in 1 hours right on the gate that we just landed. So we lined up for option and they said they only had flight the next day to Washington or to go back home, Ottawa. It doesn't make sense for us to wait the next day since ours is 3-day vacation. We were careful so we called AA customer services and question about the refund option. The rep reassured us that we will get a refund since our flights were cancelled. We were confident to rent a car which is a 6-hour ride.

After we complete a returning flights, we called AA again, and they said we are not eligible for the refund because we landed "somewhere" although it is not the right destination. We are so confused with the misleading info they had given to us. This rep told us to file a complain and ask for compensation and there is no guarantee that we will get a refund. AA will decide how much they will refund. So we waited, and finally a customer relation rep replied to us and said normally they do not refund due to the weather issue (when that day was sunny and clear blue sky) - a typical weather blame, but they will refund us the leg from Pittsburgh to Washington DC (1 way) for 3 of us.

I just receive the refund confirmation and it makes me real mad. The refund is a joke, while the rental car, gas, the tow fees, the waiting time and all the troubles we had to go through. I am so disappointed at AA and lose confident in American Airlines altogether. I feel we don't have any customer protection and it's up to the airlines to decide what they want to do. If we are late to go to the gate, we lose the trip. If the plane arrives late, we receive an apology. Where is the fairness?

I was then lied to at the gate and told the bassinet was already claimed, but when I looked on the kiosk at the gate, those seats were available for a PAID upgrade. Really helpful for me on an overnight 8 hour flight with an 8 month old baby. The icing on the cake is that they don’t even have priority boarding for families with small children. Holding my crying infant, they told me I had to “wait for my boarding group”. By the time we got to our seats, the overhead compartment was full above us, where we needed to access bottles, formula, and toys.

I can deal with my crying child because your agents clearly have no empathy for an exhausted mother and baby, but who really paid the price is the rest of your passengers who got to listen to it all night. Nice to know you care more about the money for the upgrade of the bassinet over every passenger in economy class. I didn’t CHOOSE to fly your airline, I had to because of sick in-laws and getting to Rio in time. Emirates Airline offers TWO bassinets in every section of 777 economy class, 6 in total, for no extra cost. They will switch adults WITHOUT kids seats to accommodate families with babies and have priority boarding. A little empathy goes a long way, because traveling with a baby is stressful enough already. All I received from your desk agents and staff was a quick “no” without any effort to try and help. If avoidable I’ll never CHOOSE your airline again.

Then after a few more people, We got our turn, there was a tall bald man telling our clerk what to do. He lied to us stating there was no other way to get to destination except waiting until next night and there were no other flights, he was rude and intimidating, I took a photo of him to help with my complaint and he told me it was illegal and he pulled out his phone and said he would not book another flight unless I deleted the photo. Then he said he would call the police, SO I succumbed to his threat. He told the girl JUST DO IT, and she gave us seats on a flight May 7th at 830pm. I left the counter in tears, my husband took the tickets. When he handed them to me, I noted that he put us in the last row of the plane. We paid thousands for this flight. So we proceeded to the other line and stood there for an hour or so. Called AA and they tried to fix the flight but could not because of the was this man set us up.

When we got to the counter the second time, we found out there were other options besides sitting in an airport for hours on end. We ended up flying to Colombia on another airline. Waiting 5 hours and then flying to Costa Rica. This is not the way a customer who pays top dollar to fly should be treated. I would recommend no using American Airlines.

Two days later we called the airline to reschedule the flight and she was charged an additional $386 for the ticket in addition to the $242.80 that was originally paid. The fare for the flight at that time on the airlines web site was $414 and was still $414 the following day. This means that we were charged more than $170 over the online cost for the same ticket.

I tried to contact anyone at American Airlines to assist with the issue but the airline only offers customer relations assistance via fax, email or mail and is only open Monday through Friday. As it was now Friday evening; I sent an email to customer relations asking for assistance with the issue. I received a call at 11:02 AM on Monday and the representative told me that the airline can change the fare price at any time and that next time I should just purchase a new ticket as it would be cheaper. The treatment and attitude of the American Airlines staff clearly demonstrates their lack of caring for customers by taking advantage of someone during an emergency situation. EVERY potential customer should be CLEARLY WARNED about what could happen that the lack of empathy from the airline.

On reaching out to customer service, I was told, since the first flight was cancelled indirectly because of the weather, they will not refund anyone because weather is not under their control. The AA gate personnel had clearly mentioned that the second flight was cancelled because of mechanical concerns. AA customer service is just using excuses at this time. This was the worst travel experience ever. I used to think Spirit was bad, but no people, make way for American Airline as the king of horrible air travel and customer service. Never flying this again.

I was told I had to check my luggage as I watched a lady with a suitcase wider than mine. It was shorter than mine also with a back pack and a purse plus a dress in a garbage bag proceed right on by so I pointed that out and she shoved the dress in a bag and boarded. There were also many others walking right on by with the same size luggage as mine and carrying things as well as back packs. I can help but feel like I was singled out. A very frustrating flight back to Tampa only to wait an extra 25 minutes to be on my way. You can fly with them but I will never fly with them again.

I ask if there is any way I can just get checked in. The flight doesn't leave for another 23 minutes. They say no. Me and all the kids have colds, by the way. If I would have known AA was so anal I could have elbowed my way to the front of the line.... Actually, I probably would only have had to ask, since human beings are generally sympathetic to a mom taking three small kids on a flight.

I made it to Chicago but decided not to wait there overnight with my kids. I hire a car and drive the rest of the way. I was told by the front desk I could ask for a refund for that final flight we never took. I called them today and they said, "oh, we did you a courtesy and gave you flights. We sure aren't giving you a refund for anything." Literally, my experience they so courteously gave me was the worst of my life. Thank you, American Airlines.

I have had cancelled flights and the carriers have gotten us to the destination within a 24-hour period, even if we went with another carrier. I have had delayed flights due to weather/mechanical, but these were simply due to scheduling issues with pilots. The flight staff were amazing, but it does not make up for missing a 100th Birthday event of someone in your family. Period. AA will never see me again.

After the flight is over, I talked to the No. attendant and asked what her name was. She, with her consistent obnoxious attitude and spoke back to me with the same offending tone. I can't really believe that American Airlines will staff such a veteran attendant with such an attitude problem in our flight! Shame on American Airlines! The rest of AA attendant crew told me that they know exactly what happened and assured us there is no 'blacklist' and apologized for No. 2's behavior. They also told me that they are not allowed to provide the name of the attendant, but if I mention that the flight attendant is No. 2 associated with the flight, that will be sufficient. Even after months after this, this ugly image of the AA flight still remained in my memories. I will definitely stay away from AA from now on for sure.

I was to accompany my wife to an event in Vancouver for the Association she works with the evening of the 28th, an international event at the Vancouver Aquarium. Now I am told that I can fly out Monday the 29th. Really 6 months of planning down the tubes because my flight was canceled less than 24 hours before I was to take off. "Is there a way you can put me on a different Airlines say to Chicago so I can get the second part of my original trip flight 1338 getting me there Sunday so I can attend the event." I was told no although I could travel over two hours to Philly, pay parking for 9 days and get the same flight times and get there on time. Problem 2 of us are booked to come back to BWI, so we would have to pay a change fee to return to Philly to get my car. I booked the flight the next day. To add insult to injury I now have to pay for seats. Never flying American Airlines again.

I was not very very happy and The Medication was for my Cancer, my son have to come back to the airport to pick me up at 1:00 am in the morning. All day l was in the airport Waiting for the next flight back to Salt Lake. One of your staff told me the Person have done it before leaving Forget to pick them up, l am the second person it has happened to. I will not flight with American Airlines anymore. It was so bad things for me l wasn’t happy at all for what he did to me. Know l have to flight out today 4/26/19 (**).

I was immediately told that there was nothing to be done. I was screwed. They couldn't help me at all. No attempt was made. Nothing. Apparently the criteria of a customer support agent with this company is achieving a limited vocabulary of 'no' and 'there's nothing I can do', which I would have believed if she had even acted like she was trying to find a solution. The call took all of 2 minutes, 90% of which were me rattling off alternative flights that had availability. Zero ** were given. I immediately bought a ticket on United and I would self pilot a Boeing 747 before I ever booked this airline again. Be warned.... Zero stars.

Turns out the new plane had a door issue that took 2 hours to fix. Then it started to snow so we got stuck on the tarmac for another 3 hours before finally heading to Houston. Because of all this we missed our cruise which cost me over 2,000 dollars because AA screwed us over and they haven't done anything about it. Also on top of this AA lost our luggage and took an extra 3 days to get it to us. We sat at the gate for 2 hours and they couldn’t get our bags on the plane??

When it was time for person ahead of me to be helped, person at desk said "I'm done for the day, I'm leaving." So the last 3 people in the line, which included myself had to find another line to go to, which were huge. When we finally got help, we were told that the only flight to San Diego would be 2 days later in the afternoon.

We arrived Saturday night and we would not be able to get a flight to San Diego until Monday afternoon at 2:25 PM. We would have to fly to Los Angeles and stay in LA for one night and take a morning flight to San Diego (Tuesday morning). They said that the best way to get on an earlier flight would be to be put on the 'standby list' and go to each gate for flights to San Diego. We were in Terminal C and had to take a tram to Terminal A. We headed to gate A39, which was the last gate in the terminal. When we asked them to put us on the 'standby list' they said that there was a San Diego flight that was getting ready to board passengers at gate A11 and that if we would hurry it would be possible to get on the flight. We went as fast as we could (2 people 65+ years old and wife's daughter) to gate A11.

When we got there, they said that our names were not on the 'standby list'. They told us to go to gate C25 for another San Diego flight. This was in Terminal C, which we had just come from. So another tram from Terminal A to Terminal C. We arrived at gate C25 only to find out that we were numbers 30, 31, and 32 on the 'standby list'. We were not added to the flight. We were then told to go to gate C11 for another San Diego flight. We waited 5 hours, only to have the flight cancelled. In the middle of the 5 hour wait, my wife's daughter decided to go wait in the huge Customer Service line.

After 3 hours we were able to get tickets for the next morning to San Diego. The Customer Service employee told us that we should have been offered a voucher for a hotel and food when we first arrived in Dallas. We were not offered anything. We had to try to sleep in the terminal. American Airlines needs to improve their Customer Service. I never saw so much chaos.

The 2 girls at the customer service area at LAX had the personality of soulless automatons. The experience flying with American has been hot garbage from the lack of just commonly decent politeness to the barrage of ads and flyers handed out by the flight crew to sign up for their credit card. Needless to say my next flight will not be with this airline, as they are so fond of reminding me during this trip - I do have a choice in airlines.

This flight I'm referring to was on 4/8 from Austin to Miami. From the very beginning it was the most rocky turbulent flight I have ever been on. I fly a lot and that's saying something. Usually I don't travel American Airlines because their prices are always higher. My husband threw up on plane since it was so turbulent. All the people around us was commenting on the turbulence. I might have not written this review but the flight got worse.

As we are on final approach we heard the air brakes firing. This is odd because that usually on happens when the wheels are on the runway. The plane then drops and then shoots up again in the sky. Everyone was screaming. The pilot came on the intercom and said. "Sorry about that folks, we were a little too close to the plane in front of us. We will have to circle around and try to land again. It will be about 5 minutes". I'm visibly shaken and so is my husband and I can't believe that just happened, that we almost crashed and felt so close to death.

We finally land which was shaky at best and we took forever to taxi to get off the plane. We had another flight to catch and we had hoped to still make it. No one on the intercom told us anything about our connecting flight. American Airlines and pilot knew this incident happened; which was the cause in making us late in landing by a lot more than 5 minutes.

We are worried about catching our flight. Miami is such a big airport. Where each gate is far away from each other. At least half a block per gate, sometimes more. We had to run from gate 19 to gate 49. We had 8 minutes to spare and the plane was already pulling away. They did not call our names over the intercom or call out for final boarding. They just left even though it wasn't our fault. We ran to the next gate to tell them but they just told us there isn't anything they can do and to go to the rebooking center.

Then we had to walk back to gate 37 to the rebooking center. We talked to the agent. Told them what happened. She has no sympathy, no compassion and a huge attitude. No authentic apology either from her or on behalf of American Airlines. Her attitude told us that she was blaming us and she even told us that the flight crew we just left should have told us that we wouldn't have made it to the connecting flight and to go to the rebooking center. Which never happened. We didn't know and no one told us.

We rebooked for a few hours later, thank goodness. But, better customer service and compassion and a heartfelt apology would have gone a long way in this situation. We got neither. Next flight to Dominican Republic was turbulent and rocky landing. Our flight back to Miami after our vacation was turbulent and had a rocky landing as well. Sliding side to side as we hit the runway. Our flight back to Austin was 1 hour late boarding because they had to switch pilots and they mentioned they were short staffed. Then we are all settled into the plane and we are taxing for another hour with no word on what's happening and why we haven't taken off. Again no communication. No apology.

They offered another flight for the next day. At this point I am looking at a 3 day delay in reaching my destination with no customer service support or offer for better solutions. Only after calling and waiting on hold, and then complaining profusely, the representative offered a flight that was leaving 12 hours earlier than the flight I was rebooked for. Weather problems can't be avoided, bad customer service can be avoided. American Airlines will not be my first choice for travel in the future.

The AA website for rebookings was down as a note (screenshots available) and I tried to call AA and they had a NINE (yes NINE) hour callback time. I have call logs to confirm that I called them at 1 PM and they called me back at 10:30 PM. How in the world is this acceptable? NO TRAVELER should ever have to endure their flight being cancelled for a ½ inch of snow but then this is your service model? A 9 hour hold time? 5+ hours in line for some people?

When I got to the counter, after an HOUR more they rebooked me to an 8 PM flight. Keep in mind that I have been at the airport now since 12 noon. No offer was even made to give us dinner. We get to the gate and the flight is delayed to 9 PM, then 10 PM then at 10:30 PM someone says that the crew for the plane is actually in NY and oh, by the way, the crew in NY has actually not even left NY yet. I know, you must have as many questions as we all did! Like how did they not know that the crew was not there until 10:30 PM?? Strange, right?

A woman went up to complain about this and the rude employee told her that if she didn’t like it she was “free to leave.” Great service guys. During this process, I went up to the desk TWO TIMES to make sure that my luggage was going to be on this plane. TWICE. Keep that in mind for later. The plane finally leaves at 11:30 PM and arrives at 1:30 AM. We go to baggage claim, and you guessed it, no luggage. It took 2 days to get my luggage back!! I can understand flights cancelled due to bad weather - I cannot however understand such AWFUL service from AA in rebooking their customers. Truly inexcusable.

We asked what would happen to our luggage. The gate attendant shrugged and said there was no way to get the bags from under the aircraft. I checked my bag, so I was out of luck. I reboarded the plane once they had maintenance come on board. We find out later that the pilot was simply looking at the checklist FOR THE WRONG AIRPLANE. He explained it was human error. We were on an Airbus 319, and he happened to running a test from the Airbus 320 or 321 checklist. Never have I heard of a pilot completing the wrong checklist on an aircraft before take-off. Was he drunk or impaired? Who knows! Always a surprise with American Airlines!

So nothing was wrong with the actual plane, yet we ended up leaving after 9 am, OVER 3 HOURS AFTER OUR SCHEDULED DEPARTURE TIME. Naturally, most of us with connections in Phoenix missed them. You would think they would automatically book us on the next flight out or try to accommodate us with a different airline. But not American. American does things differently.

After waiting in line at Customer Assitance at Phoenix International for 1 hour and 25 minutes, I was told the very best they could do is book me on flight to Charlotte and booked me on a flight leaving at 7 pm on Saturday. I explained that would not work for me. I needed to get there latest the next morning. The wedding started at 11 am. Luckily I went over to United Airlines and they were able to get me on an overnight flight arriving at 6:00 Saturday morning. We arrived early and I made the wedding. American emailed me notifying me that the flight from Charlotte they booked me on was cancelled. Had I not paid for an entirely new ticket from United, American would have me arriving in Cancun on Monday, April 15th at 1:45 pm. In short, don’t book with American Airlines. You will be sorely disappointed.

There was plenty flights with Delta available but they said they have no access to that which I don't believe it. They just wanted to fill up their own flights. They never offer any voucher for food or drink and I was told to open a claim online and they would reimburse me for expenses during 10 hours wait, I just got an email telling me they can't do that but they give me some stupid AA points which serve for nothing. Useless company.

Tip: no other airline wants to work with them in terms of swapping passengers anymore. What I mean is normally if a flight is cancelled, the airline you are with may be able to switch you to a partner airline with a similar flight. American Airlines can no longer do this -- I was told the only way they could swap me to a partner airline is if I was going to miss a funeral due to the delay, and that they would literally have to call the funeral home to guarantee the person dead is of close relation to me. How disgusting is that?

Then, a few days later, I needed to make a change, so I called the airlines to see if I could fly stand by on an earlier flight. They told me that my ticket was a Basic Economy ticket, which means no changes, no seat assignment, no carry-ons, and I must board last. Wow! Talk about treating me like dirt. I honestly do not recall seeing any of these restrictions listed when I booked the ticket. And they didn't care that I had extenuating circumstances, a close family member's funeral. I had not encountered such punitive measures before. Maybe that's because I usually fly JetBlue. In the future, I will rent a car or take the train before I fly American.

When we got off the plane there was only one representative to deal with a plane 150 people looking to rebook their next flight and/or find a hotel. After waiting online for another 45 minutes to speak to this person, she had no information on our new flight and no hotel vouchers. It was now midnight with two small kids who had been on a plane for 8.5 hours without food so we checked into the Hilton at the airport and paid $400 for the cheapest room.

My complaint to online customer service about our ordeal and request for reimbursement for our hotel went unanswered for 15 days, despite emailing them every day during that period. When they finally responded they could not have been more callous or dismissive. In the end, American agreed to reimburse us $120 for our $400 hotel room because that was the "policy rate." Their policy is irrelevant because they did nothing to assist us in the first place and left us with no options. Last time I ever subject my family to this airline.

Upon being airborne and cruising, I paged a flight attendant, whose name was Chris, and I informed him that we were likely to miss our connecting flight from CLT to HHH, which was to depart at 6:29 pm. Chris told me that “when we reached CLT, there would be someone at the gate to give us the information”, I said that this was not acceptable. At that Chris said that “there was not enough staff to perform this service” (ground or cabin staff deficiency was not stated). I replied that that also was not acceptable, since there were probably over 100 people in the same boat (or flight) who would all be asking for service at the same time. At that, he just walked away and did not return.

Later in the flight, about 30-35 minutes before arrival, a female flight attendant, Cindl, attempted to update our flight information but only on her laptop. No update information from either the pilots or CLT was available. Furthermore, the pre-landing flight attendant instructions were, “check the monitors for information on your next flight”. No extra help for those of us who might miss them. Finally, when the plane arrived at the gate and we were waiting to deplane, another flight attendant came up to me and told me that we were arriving at gate C12, and the 6:29 PM flight to HHH was departing from C12, and we should just run across.

As it turns out, C9 was 100-150 yds from C12, and we missed out flight by 3 minutes. We went back to the gate to try to get another connection, and we faced a line of 20 people trying to do the same thing, with one gate attending helping, and other airline personnel in attendance to guide people to alternative services. So we found an AA customer service desk further down the concourse with four agents, and we got ourselves onto a flight to SAV, departing at 8 pm and arriving at 9 pm. We were told that because we accepted an alternate destination, AA would not reimburse us for the cost of getting home from that destination. So, they were willing to pay for an overnight accommodation in CLT, since there was no later flight to HHH, but not willing to pay for us to get home from the only close destination for which there was a later flight. Thus, we then paid $62.59 for an Uber to get us home to Hilton Head.

I have never been on a flight on which, facing a substantially delayed arrival, the flight crew did not make a substantial effort to inform the passengers of new arrangements (either flights or accommodated layovers), before landing. This flight was not a “discount” flight on a discount airline, and it appeared to be staffed as well as any other flight on any other airline I have flown, with minimal cabin service (beverages, food and alcohol for purchase in coach) to take the flight attendants’ time. It is also essentially completely automated (automatic pilot), except for emergencies, take-offs, and landings. Therefore, I do not see any time crunch that would not allow pilots and crew to help us passengers out in this situation.

Moreover, CLT is the Operations base for ALL of American Airlines, so that it is completely inconceivable that there would not be ground staff available to aid in this fairly standard and relatively commonly occurring situation. This is an unacceptable level of passenger service and accommodation for a full fare airline that the FAA licenses. This episode demonstrates a complete unconcern for the necessities of the traveler, who has a contract with the airline for responsible service.

They actually gave me erroneous information, by telling me I'd have to rent a car to get home, but that I needed to keep all receipts for submittal. Already annoyed at having to do exactly what I'd paid additional to avoid, I still was polite and did just that. They denied it and stated they would have put me up overnight in a hotel. Neither the gate agent or the person I spoke to in the Customer Service booth offered that option. They were actually the one who gave the instruction on renting the car. For their part, American refunded $31 and think that is just. I won't be flying with them for work or business in the near future. I don't like dishonesty, and I absolutely abhor bad customer service.

The woman who was transporting me did not want to wait in line for the elevator, she wanted me to sit alone on a bench while she went somewhere, I refused so she took me up in the elevated and left me by friends to be transported in the cart with 5 people. I stressed I needed to urinate but she walked away. The man driving the cart finally agreed to take me to the bathroom door. So I could hang on to the wall to get the first stall. I was lucky and made but two of my friends wet theirselves.

So the cart took us to a hall where there were 30 other people and only 20 chairs, no wheelchairs. After a while, after no one explained attendants started coming with wheelchairs, as they called people in Spanish. A man gave up his sit for me to sit. Then he got in a wheelchair and was transported. Finally we were able to get the attendant to realize the 7 of us, 5 needing wheelchairs, had come in a half hour early but had a connecting flight to Buffalo.

A man came to take me, but was not friendly, asked about customs and he said, "Don’t worry about it." I asked how we transfer luggage because I need a sweatshirt out of my suitcase, he made an not understandable grunt. He treated me like I was invisible. Also I was in a wheelchair because I hurt my back, so this was not my norm to be in a wheelchair. He made remarks to other employees as we were going to the customs, and suitcases, it felt like he was talking about I saw him point. He was not happy transporting a patient.

When we went thru security, he put the wheelchair further then I could walk while he retrieved his stuff. Then we got to suitcases and I pointed to him my suitcases, he was ignoring me and putting my small one I needed to the man handling. I had to 3 times say I needed it and finally had to yell I need that to get my medicine which was in my sweatshirt pocket. He was muttering something.

Then he took me to the gate and told me to get out and I sat on a bench by my friend who did not need transport so she had gone ahead and was worried. He left me with no wheelchair to get on the plane. I had 30 minutes before boarding. A couple friends got there with 5 minutes to board in their wheelchairs. The nice man collecting tickets called for a wheelchair for me to be transported. This was the most humiliating incident in my 71 years of life.

I was told that "it's not our approach to offer compensation for the change in your itinerary that you experienced, please be assured, all your concerns about this situation have been taken very seriously. We're truly dedicated to making certain that our customers have a pleasant experience when flying with us. We're also always looking for ways to improve and your constructive criticism gives us that opportunity." I'm certain that the change in routing was solely due to being able to generate far more revenue than the originally scheduled route.

A long story short AA failed to get me to my destination on time and I missed my ship then stranded at the LGA airport. It took several hours arguing with AA and NCL who will get me home back to MN. I was at the airport from 5:30am to nearly midnight. I could have stay in Minnesota to miss my ship instead of wasting my money and time all day at the Airport. AA of course blamed their actions on the weather as an act of God. It wasn’t God or the weather that lied to me and told me they would get me to LGA on time for my cruise to celebrate my birthday; it was American Airlines. AA refused to compensate me for wasting my time and money at the airport.

Why do I need to pay more to sit together when I already paid the first time to sit together. It should have been an easy comp due to already having to change my arrangements to take an earlier flight. These type changes affect my drivers on both drop-off and pick up not just the airline passengers. Come on American, you could comp $100. This is the last flight on American Airlines for our family.

Original review: I restricted my American flights years ago due to poor customer service and poor customer retention value. Recently started using AA again and now I have decided to clear out my miles and never use them again unless AA is only option for business. Tried to get on earlier flight home on standby and they would not let me and if they chose to, there was going to be a upcharge.... WTF? I paid full fare. So the plane left with a empty seat so I can hang out for 3 hours to get on already delayed scheduled flight. Now it's all about "status" so past history does not count. Employees are less friendly and helpful than other airlines too... It won't happen again...

I submitted my additional Car Rental and Hotel bills to AA Vacations totaling $1,886.34. AA responded after two weeks with a flight voucher for $315.07. Rest assured I am not happy with AA's handling of my trip. Not only was I stranded in a different state with no assistance from AA, and then the only compensation AA provided was less than 1/3 of my additional expenses… in the form of a flight voucher. Be warned of AA Vacation capabilities and Customer Service. Orbitz here I come…

My flight was such that, from Wichita KS, I was in AA till Chicago and from there I was in British Airways. My entire problem was because of AA and their poor customer service. My flight was at 4:30 however, I arrived at the airport at 12:30 because I like to be in time and give room for any error, I was especially careful because of it being an international flight.

Around 3:45 or 4 they announced that the flight was delayed and then later cancelled. The amount of chaos it caused for everyone was unbelievable. It was because none of the employees at the airport were willing to help. I was so stressed because I would miss my British Airways from Chicago just because of this 2 hour flight. I stood in line frantic for 2 hours while they were trying to clear one customer who had a domestic flight. I am not kidding, we all had to go get our baggage back from the claim and stand there. It was 2 hours before they were done with that 1 single customer.

3) I was already losing a day because I was travelling from West to east. I could not re-book and come back after a day and lose another day as is and one more, while traveling so that I would reach just on the wedding day.

No one wanted to help. The lady who gives boarding pass said "My shift is up" and left, after I reached her after waiting for 2 hours. Then within the next 25-30 min all other employees started to leave and soon no a single AA employee was there and I was standing without a solution and an answer with my bags. I was reduced to tears and I was freaking out as I pictured the entire wedding being cancelled because I wasn't there. And all this because of this 2 hour cancelled trip with no explanation and every employee being so unimaginably selfish that none of them said "Oh let me check what I can do or probably try calling this number or maybe let me see if there is an alternate route." Nothing.

I was on call for 6 hours in total. I was at the airport like a maniac trying to see if any human would help me at all. AA counter was gone. No one there. On call I repeatedly begged people to help me out, find an alternate route. They said the next flight was 2 days later. My heart was thumping, there was no way I could take that. People from various parts of India were going to be there at my wedding. Perhaps, one may not be aware of how weddings are in India, if guests arrive and there is no bride or groom , then they are going to taught you for it. Not a pleasant thing for the parents!

One customer service agent on phone said he confirmed a flight for 5 am and had sent confirmation email to me and I would get it in an hour or so. I went back home and checked and re-checked and nothing.

I called again and was on hold for 56 min and the lady disconnected. I called again and was on hold for 45 min and then I again a manager spoke. Luckily he sensed that I was distressed and had been crying so he said he would try to help me out. After 2 more hours of being on call (and on hold) he said he got me one on alternate route at 5 am.

All the planning, and having everything figured out when I had booked this whole trip 3 months ago went to dogs! I had no seat of my choice and no food of my choice (but at least I was travelling finally now...) I believe if only those employees at the airport had any courtesy to help me out (as one would expect because isn't that why it's called customer service?)

If only had they guided me at least or given me an option about what I could do (since I am a regular person travelling only the 2nd time internationally having no idea about what frequent travelers do) and if only the customer service agents on phone not lied and not put me on hold and disconnect the call, I think I would have really not minded travelling in a completely different airlines (Qatar) this time and with 3 toddlers who cried all the way to India. I tweeted them for aid in June 2018... guess what there has been 0 reply from AA. American Airlines, something is wrong.I really wish you could heir people who are less rude, selfless and empathetic. It's all about customer service. It's in the name.

You call. They say that you have to go online. Meaning, no refunds (?) for something that I should be home for more than 24 hrs ago. Ok, you keep it up - your flight is delayed meaning you will lose your connection to Miami. So now I’m still at Cancun airport waiting for my flight to Charlotte that it’s delayed and no one can help or do anything even a taxi refund that they forgot to book and this is happening because of their fault that canceled a flight yesterday. I understand that unexpressed things happen but the way their customer service sealed with it, it’s unacceptable. The worse one.

They have a attendant called Roberto ** that his supervisor should see it. Sooooooooo unhelpful and rude. I’m a patient person, while yesterday everyone was freaking out I was calm but today they got me. I lost 2 days of work, $100 and I’m spending a total of 20 hours in airport that was supposed to be 4 and they treat it as it’s not their problem. For me to be writing this review it’s because is SUPER BAD. Review your customer service AA, it’s not that you guys are doing us a favor, we are paying for the service!

Around 930/10 pm, American announced the flight was canceled. I then headed with the 200 other passengers to the American Airlines Customer Service desk where I waited in line for over an hour. By the time I reached the desk, it was midnight. I was “automatically” put on a 5AM flight from DFW to Charlotte (CLT) then on to JAX. The customer service lady and I agreed that a hotel room would be worthless, since the flight was scheduled for 5AM. She offered me a meal voucher, which I accepted.

A whole $12 voucher. $12 to spend in the airport. Unfortunately, ALL the stores were closed and there was nowhere I could spend the $12. I spent the night in DFW waiting for a 5am flight, all due to American Airlines’ mechanical problems. At some point, I called American’s customer service to see if I could get better compensation. I was told no, $12 is it. Nothing else. Nada. Have a good night. My early AM flight was also grounded due to mechanical problems on American Airlines. While we waited on the plane, several people deplaned. Some spread out. Finally, over 2 hours after our scheduled departure, the gate agents came on to do a final headcount. The count was so far off, that they made us deplane and replane. Again, more passengers abandoned the flight for other options. I was now going to miss my connection in CLT due to American Airlines’ mechanical problems.

By this time, my last meal was over 24 hours ago. I was unable to eat in the airport because I either had to stay at the gate, was captive on a broken American Airlines plane, or nothing was open. The snacks American offered I could not eat due to being gluten intolerant. I finally made it to CLT, the plan leaving over 2 hours late. Fortunately, my connection was also late due to weather and not a mechanical problem (what a refreshing change). I arrived in Jacksonville 18 hours after I was supposed to and after a journey that took 36 hours instead of 12. All of this due to multiple mechanical problems on American Airlines.

To add insult to injury, American clearly demonstrated that my value as a paying customer is worth all of $12 to them. However, since I was never able to use the voucher, my value to them is actually worth $0. Which is exactly what I will be giving them in the future! Mechanical problems at DFW. Delay in getting information out to passengers re: cancelled flight. 200 people and 6 customer service reps. $12 voucher to use in airport, but stores were all closed. Last meal over 24 hours ago, due to delays/cancellations and closed airport shops. Mechanical problems leaving DFW the next morning. Several hour delay in leaving DFW due to mechanical problems and gate agent issues. Journey took 36 hours and should have been 12. Kersten **. My reservation code: **. Flights on February 22/23, 2019.

She hands me a ticket and says that I am booked on the next flight which leaves in 3 hours. So that you will understand, that means I will now be arriving to my New England destination well after midnight. What bothered me most was the no care attitude and that she had done me a favor by holding the plane doors open to the last minute. Since I was in the system the airline certainly knew I was on the connecting flight and they were at fault for the original delay. If there was any type of sympathy, I may have understood but in no way was this staff member even going to start to care. I was just another traveler that missed the connecting flight and she could have cared less about me. This is the type of attitude that permeates throughout a large company and eventually leads to failure. I will certainly look to other airlines before booking on American again in the future.

Fast forward a week (3/10) and our flight from JAC to ORD got delayed 6 times! (6!) leaving over 3 hours late making us miss our connection to BWI. So, we rebooked from Chicago to REAGAN (mind you we need to go to BWI) and have less than 30 minutes to make that connection, IF WE MAKE IT, we have to take a shuttle from REAGAN to BWI. If we don’t make it, we will have to sleep OVERNIGHT in Chicago’s airport with 6 year old twins and travel more than 24 hours total what should have taken us less than 7. American Airlines' response is “oh well”. They only care about dollar signs not about people. It’s disgusting.

My luggage also paid for still proceeded to the destination while I stayed, and I was sent to already other overbooked flights. Now in a standby list I saw this happening over and over again. Dozens of other passengers left behind. Now I understand that the reason tickets are nonrefundable is for in case you don't show up the airliner don't lose, the seat is already paid for and is flying empty, even better, lighter, now not only we showed up on time, had already checked our luggage and they still sold our seats. That's just pure wrong. Customers services are not only rude, not sympathizers but also not willing to help at all, they make you look like an ** that was late for a flight.

Luckily there was a couple in the front of me that was in the army also. They told me they would watch my son really fast while I get the bag, so the man that works at AA said he called the police (he seen me bring the bag in). Then it was about 505 and I had to have my bags checked by 520 to board by 6. He called the people in front of me and at 505 he stopped calling my line. (I was next in line.) He procrastinated and then called me at 521 to the front of the line to check in my bag and told me he wouldn't be able to because it was 521. He didn't offer to put us on the next flight as a stand by and told me and the others in line we had to call AA customer service to Book another flight.

I then had my bag come back to get us from the airport and call AA customer service. The rep I spoke with told me I would have to book and pay for a 1 way flight because I was a no show. I explained to her what happened & requested a supervisor. The supervisor was very rude to me. I explained to her what happened and I felt like it was discrimination and requested a Manager. She then told me no there was nobody else to speak with and hung up on me.

I called back and spoke with another supervisor who explained there was nothing he could do and I would be paying 301 for a 1 way flight. My orig ticket was for a round trip was about the same. I then found a flight I could afford for 179 but was 2 hrs away leaving from SJC TO PHX (Phx is 2 hrs. away from Tucson) but that was all I could afford. I then had to have my dad drop us off and that airport and then flight was delayed. We ended up flying into Phi and getting picked up by my Husband and drove 2 hrs. Home. I was being discriminated against and racially profiled. This isn't the first time with AA but this is my first time reporting it. I will never fly with them again.

Once my puppy buyer arrived there to pick up their puppy they gave him horrible service the bagged desk. The desk person's name was Alex at Albuquerque New Mexico is the baggage claim desk!! He told my puppy buyer that he probably bought from a scam breeder and wouldn’t even look at his flight itinerary on his phone. They gave him a nasty attitude and did not want to help him whatsoever until he had to get me on the phone in order to speak to them. This company is awful. They give all cargo shipment companies a bad name. I will never use them again. I am extremely disappointed.

For us, we not only missed our Charlotte to Seattle connection, we were holding first class tickets for this flight flight, but now we were going to be lucky to get a seat in coach the next day. We were not compensated for losing our first class seats, 'because it was mileage tickets', and although American caused the problem, it was not their mileage so they accepted no responsibility for their late flights and missed connections. The other airline did not delay any flights so they were not the ones to be held accountable. Further, because we were not in Seattle that evening we missed our Seattle to Anchorage connection later that night, and ONCE AGAIN lost our preferred seats and had to take whatever was left in coach the next day. Finally our dogs In Anchorage had to stay another night at a kennel, and of course we had to absorb this charge as well!

What did American do for us? They gave incredibly poor customer service for everyone on the flight. We were in line for two hours at the Charlotte airport. They did not add any extra personnel to help mitigate the delay. I was accidentally upcharged for a seat by the Charlotte agent, and the agent was unable to figure out how to "undo" it, even after she placed a call to someone. ( I finally told her to just leave the charge on there and let us go. ).

I am sure the agent that charged my card additional fees for one seat could see that this plane had many, many empty seats. She also knew that everyone in that line had suffered as a result of American delaying takeoff of the flight in Tampa. Considering the circumstances I am left wondering what American Airlines idea of customer service is? Delays are not good, but one would expect helpful counter service to remedy this. The Charlotte employee insisted that unless we each paid for upgrades, we were not going to sit together.

(For some reason she was unable to remove the charge once she placed it, and therefore we could not sit together in the back of the plane either. The person on the phone was unable to walk her through the refund process. I thought the flight was so full that we had somehow lost the seat, so I told her to leave it and we would just pay for one seat upgrade as long as we were both on the same flight.)

The next morning the ticket agent at check in moved us together AT NO EXTRA CHARGE. Since the plane was half empty, I was wondering why we were even charged on the first ticket, or why we couldn't sit together somewhere (anywhere!) when our tickets were put in the system the night before. Again, poor training on the reservation system, and even worse instruction on how to win customer loyalty.

The moral (!?) of this story is flight delays apparently mean nothing to many of the American Airlines Charlotte employees. Our hotel clerk told us that 'American always does this' - (fills their hotel with unlucky travelers) but other airlines don't seem to. Why American and not the others? I don't know. Why would American have such clearly untrained and uncaring employees? I don't know. Should anyone book a flight with American if they have other options? That would be your decision. Hope this helps!