American Airlines

The worst customer service I ever had to pay for. On my flight back to Miami I encountered one of your employees Ms. CYNTHIA. I understand and respect the fact that she was doing her job but the nasty, rude and disrespectful behavior was not called for. I tested 3 days before my flight not knowing it was 1 day. Me and my fiance payed 99 dollars each after explaining when we were leaving but no one said anything changed about the date for covid testing changing and I accept responsibility for that. However, at the airport Ms. Cynthia clarified that and said we had to pay another 75 dollars each. I was trying to have a cordial conversation about the requirements and my challenges with the covid testing but she kept talking over me and yelling. I said to her ma'am I'm not arguing with you I was just trying to have a conversation with you. She cut me off again saying yes you are, yes you are that's why your repeating yourself. I explained to her that I'm repeating myself because you keep talking over me, I'm not mad just try to talk. She responded, I don't care you won't be getting in this line today. She was so rude, I just walked away. My experience has definitely made this my last time booking any flights with this airline. I took 2 test to get to Bidgetown Barbados and once we arrived we were told it didn't say how the test was taken so we had to do another one before we could enter the country and that was fine. Upon leaving we had to take two more which cost use about 350 us dollars. Just trying to have a light conversation with this young lady was deplorable. Never again 😒

American Airlines is one of the safest and most secure airlines I have used. They offer affordable prices and are very clean. They also have great customer service compared to their competitors.

They get a 2 because we did arrive without crashing. They changed our reservation three times. The last version gave us a 40 minute plane change that was a 20 minute run between terminals. The first flight was late but even though we made the gate panting before our connection left, They did not let us board. We caught a later flight stand-by after an expensive time delay to sit apart in two middle seats for a 5 hour flight to Phoenix. The staff could have cared less and in my book they are zero in customer service. It makes me sad because Doug P started with America West in Phoenix and we loved that airline.

I've used AA for years and thoroughly recommend them! The rewards that the offer are fantastic and can quickly accumulate. Service is decent on board and if you have points you may get an upgrade. Websupport is pretty good but the phone centre is not great.

Traveling all over the states with American has been a pleasurable experience. I have always been able to get a flight with American that has met my needs. The staff has always been helpful and taken care of any issue that I have had quickly and efficiently.

I recently flew internationally with American Airlines and was impressed by the whole experience. The staff was very kind and helpful and the plane was very clean and comfortable. Definitely an enjoyable flight!

Customer service is atrocious. Julie S. at the customer service desk would not allow both my husband and myself to accompany our minor son to the gate for his flight. She stated this had been a policy for 7 years and it was on the American Airlines website. We had both been able to pick him up at the gate the week prior with no problems. We asked for a manager and to see this "policy" in writing and were allowed neither. She was curt and condescending even after we explained we had traveled 2 hours to get to the airport. After seeking out a manager myself, I was told there was no problem with both of us going to the gate and promptly given a pass. Ms. S. needs a refresher in American Airlines Policy, discrimination, and customer service.

American Airlines has been able to offer me cheap and reliable flights throughout the pandemic. Although some of the flight times have changed, they are more than willing to make free adjustments to my trips.

American Airlines provides excellent air transportation. My experience with American Airlines has been wonderful. They have an inviting and helpful flight attendants and skilled pilots. Their travel agents are accommodating and quick problem solvers.

I did not have a great experience on American, mostly with the customer service. It seems like the attendants are not happy to be there. The plane also seemed more dirty (and I fly quite a bit). One thing that I did like : I didn't have any status with the airline, but was still able to pay for an upgrade into first class (I liked having that option even though I'm not a regular).

My experience with American Airlines is awesome. They are the best airline to travel, they travel to many destinations and the flight attendant are very friendly people. I like that they don't charge for your carry-on.

Great mid-grade tier airline. I have never had a bad experience with AA. Staff is friendly and aircrafts are clean. I guess the only thing I would say is the aircrafts are a little cramped depending on how long your flight is.

he plane was very clean, the seat comfortable, the flight team seemed happier than other flights and everything went smoothly from gate to gate. Pleased I can give them a good review.

Every time I travel to New York I travel through this company the BEST airline to travel with. They have the most comfortable seats and the best snacks when it comes to that time.

I like using this airline because the staff are always so polite and friendly. Whenever I had a question/problem customer service was ready to help right away. Also the food on the plane is very good.

Basic need and most available source for travel from where I now live to where my family lives. It has been fine overall yet I find their equipment is dated on the route I need to take to visit family unlike my experience traveling to other locations where the equipment is more updated and has more conveniences for the passenger.

Above good, but flight attendants can be a bit rude at times. I fly AA and Delta, depending on the price at the time. Delta flight attendants seem to be a little nicer, but they all have times they aren't. Must be the type of job.

We have been taking AA for over 33 yrs to Aruba and they were great. Now, we take them to Europe and they offer great service. The only improvement would be to offer super savers earlier.

The updated planes are great and aren't uncomfortable, but the customer service is questionable. I had a trip to Dayton where a flight was delayed and made me miss my connecting flight in Charlotte, NC which kept me from getting to my home flight to Gulfport. No offer to cover a hotel stay, just getting a small percentage off with a partnering hotel. They at least covered my flight to New Orleans, but I had to arrange for my wife to pick me up and on top of that, miss a day of work I did not need to miss.

I've flown with American Airlines once my entire life and it was a great experience. Aside from being young and wanting to be in the air I was very comfortable and I arrived safe with no complications.

Really disappointed in our last two trips with American Airlines. We had multiple flights cancelled and the airlines made no accommodations. We had a flight delayed 4.5 hours and then when we were 7 minutes away from boarding they announced it would be further delayed because they could not find the 1st officer. Our flight was then cancelled. The flight next to us was cancelled because they could not find the pilot.. I understand various circumstances can make flight plans unpredictable but they should be able to foresee personnel issues and not make hundreds of people wait that long just to cancel. While they sometimes have decent prices in comparison with other airlines, the small discount is not always worth the service provided.

AA totally messed up a connecting flight from DC to BOS that was cancelled due to weather. I had been forced to check my carry-on bag when I boarded the flight, which was later canceled. When I got off the canceled flight, the gate agent told me that my bag (with meds, etc.) would be available at baggage claim in DCA, which was not true; the AA baggage people told me that my bag would not be offloaded until 4 hours later (4 a.m.) but it wasn't and never was available as I spent overnight at the airport (unable to book into a nearby hotel). I turned out that my bag was sent to BOS on the earliest flight out without me, since the gate agent had also told me that the first flight I could get out was 2 days later, which turned out not to be true. Thankfully, I checked with an AA departures agent early in the morning after my night in the airport and he got me a flight that morning (vs the next day) and informed me that my bag had already flown to BOS, where I was able to get it after a lot of effort. In short, AA personnel totally mishandled the situation, except for the one departures agent @ DCA. I would never trust AA again. They mishandle, misinform, lie, and don't seem to care. I prepaid for a nearby hotel room when I thought I had to stay overnight, and when it turned out that I didn't need & couldn't recoup my payment, AA was unwilling to reimburse that $120+ cost. My advice is to avoid AA.

The experience was good, but the seats are built for small children...at the time I needed a bigger seat belt but was too embarrased to ask so I flew without mine buckled. I've since lost 260 lbs and the seat belts fit now.

I fly American Airlines pretty often & really like their mobile app that they have. It's easy to book a flight, check a flight status & find a trip right from my cell phone. I really like the feature of being able to track my bags while I'm flying. Really makes me feel comfortable and at ease when I travel.

In the past several years, I and my daughter have had the unfortunate opportunity to fly American Airlines on separate occasions. AA is not typically my airline of choice. However, I was unable to book my usual airline to our destinations. My first extremely negative experience with AA was 2 years ago when I was traveling across the country to DC to attend a conference. I was recovering from a severe illness and extremely weak, and probably shouldn't have been going in the first place. I had lost a great deal of weight and was shaky and very short of breath when I got to the baggage counter line, which was extremely long. One worker was standing behind the counter chatting with another. She eventually opened up her counter and when I got to the front, I wheeled my bag to the opening, which had a bit of a ledge over which the bag needed to be lifted in order to put the bag onto the moving carousel, and the worker told me to pick up my bag and place it on the moving carousel myself! I had had difficulty just wheeling my bag, much less actually picking it up! She stepped aside from me to help the next person, leaving me standing there. I struggled with it but managed to get it onto the carousel, but was horribly winded. Another occasion was when I dropped off my 17-year-old daughter (who is very petite and looks 12) for a flight to Texas. She had cash but no credit or debit card with her. She went to check her bag, and the worker told her she could only use a debit or credit card to pay for the bag. SERIOUSLY? This was the first time my daughter was flying solo, and she wasn't sure what to do. She asked the worker and the response she got was just a shrug and "I don't know what to tell you. You have to pay for the checked bag with a debit or credit card," and the worker moved onto the next person. My daughter was about to cry, thinking she was going to miss her flight. Fortunately, another passenger had overheard the entire exchange and helped my daughter get a pre-paid VISA card at a kiosk that ended up costing an additional $5.00. So the fee for checking the baggage ended up costing $30.00 instead of $25.00 because of having to purchase the pre-paid VISA. Then... I was returning home, flying across the country again after a conference. Seated between me and another passenger was a very young boy (looked to be about 4-5 years old). He had a tag hanging around his neck identifying him as flying alone. The stewardess came by before we departed to check on him. He was really cute and quiet. After we took off, the stewardess came by again and see if he needed anything. He was a little nervous and didn't have anything with him. She appeared to be a bit overwhelmed, and asked him if he had any toys or games to play with, which he denied. At that point, the woman at the window and I exchanged looks and rolled our eyes. Who would put a young boy on a plane for 3 hours without anything to do? The stewardess clearly was at a loss and she just left him there. I was exhausted from my conference and had planned on napping on the trip home, but clearly, this was not going to happen. I did have some games on my iPhone and iPad, though not much for a child that age. I hoped he would be able to amuse himself with my electronics, but he wasn't really old enough to just play by himself, so I ended up playing various games with him the entire trip. I didn't mind interacting with the child, who was adorable and sweet. I was very annoyed that the stewardess had absolutely nothing to offer this young boy - no paper, colors, nothing. I can't believe that no other children fly alone on airplanes. I understand that it should be the parent's responsibility to provide entertainment for children, especially if they are sending their kids alone. But I think the airline should also have at least paper and some colors or colored pencils available - every restaurant I've ever gone to when my child was young had this. It would have been even better if AA, knowing that a young child was flying unaccompanied (and knowing the age of the child), planned ahead and had available an electronic tablet loaded with some games or videos in case it was needed. Such a simple thing to do!

My biggest complaint with this company was the inability to ensure seating when booking a flight. I was able to book seats next to my family on my outgoing flight but somehow was not able to do the same thing on our return flight. The overall flying experience was fine, but I would have liked the ability to book flights next to my family for both flights in the future.

Its stressfull enough flying with a toddler. The flight attendant on our flight was very kind. Half way through the flight she gave us a small piece of tape to entertain my child. Sounds wierd, but it worked!! She loved trying to get the tape off the seat, armrest, and window.

I've only had a few experiences flying with American Airlines, but they were good ones. The staff was friendly, the plane was clean, we always arrived ahead of schedule and prices were among the lowest in my search. My only complaint across the board with these AA flights was the lack of legroom - no one was comfortable on these flights.

I absolutely love American Airlines. When I have had to use the customer service, they are so polite that I feel like I am in the south getting southern hospitality on every call.

The flight attendants goes above and beyond to let my flight be enjoyable and stress free. I greatly appreciate thier time and effort into making me and everyone on our flight have a great flight.

I was supposed to leave my home town at 7 AM, only to find that me flight was delayed twice and then cancelled. I was taken by taxi to an airport 115 miles away, where that flight was delayed 2 hours, plus they were telling me that I would have to say in Dallas for a full day, because they did not have another flight leaving for Anchorage. My trip planner found a flight on the AA website with a layover of 1 1/2 hour delay. The AA people could not find it on their own website. Then, on top of that, they did not forward my luggage on to Anchorage. It stayed in Dallas until the next evening.

I have flown American for years. Every summer I go to Costa Rica and it is (was) my favorite airline.. However, it seems that in the past years they are charging more and more for less service.. This summer I paid double for the trip, and even when I try to change seats , there was a charge of $40 and $50! . Makes me wonder if I'll continue using their services.

Quality of service at AA is uneven and depends on flight or airport. And on the mood of the attendant or customer service rep. They need a company wide drive on customer service. They also need to be like their major competitor, Delta, and quit taking advantage of the exception to the DOT rule that allows customers to get a full refund if they cancel within 24 hours of booking. With AA, you are out of luck if your flight takes off in less than 7 days from time of booking; the DOT rules allow that. Delta has a no risk guarantee that provides for a full refund within 24 hrs or flt departure time, whichever is shorter

Flew to Boston from LAX for a visit with grand daughter and her new baby. We took our 7 year old great grandson age seven with us for his first air plane trip. Our seats were in the very back of the plane so I paid over $100. to upgrade to better seats more in the front of the plane. We fly handicap as I need a wheelchair. The plane was an older 737 airplane that has seen better days. Paid for window seats and when we got on the plane there was no window for our 7 year old to see out. I feel if you are going to pay for better seats you should be told it is not a window seat that has a window. Buyer beware.

I am a very frequent traveler on AA and I must tell you that I have seen the service and attitude go from ok to arrogant to blasé again. The merger has reduced service to a level that should be an embarrassment to the executives. The flight attendants act like "You owe them" something. I get treated like a 'run of the mill' passenger yet they 'tell' me I am one of their most valued flyers. Really sad....

I flew to Hong Kong and Japan via DFW In April, 2015. I was delayed one day by weather, but was easily able to change my itinerary. Superb flights with excellent food, service and comfort. I flew a few legs of my trip on JAL, and they were quite comparable. No complaints!

Myrtle Beach, after knowing our flight was delayed a alert gate agent moved us to the next flight witch departed before our delayed flight allowing us to make the next connection and get home on time. Thank you US Air ground crew. He did save our day with just a little common sense.

I made some reasonable flights with AA, their mileage program is good and functions, although expensive to add miles. Already used all my miles to book a complete flying from Peoria, IL to Miami and back, and paying hotel, rental car and flight with miles. Then I moved to Houston, and when I want to go to Miami to see my brother and his family I go by car ... Domestic flights are usually well served. Last time I flew internationally with them was to São Paulo, Brazil. No complaints.

AA is the best. I have nearly 5,000,000 lifetime miles. Flying isn't what it used to be and I have had bad experiences on a number of airlines. For the most part AA provides better than a satisfactory experience from top to bottom.

I always travel using American Airlines. I travel every 3 or 4 years to Sao Paulo, Brazil. American Airlines is my favorite. Also I visited my friend frequently in Dallas Texas. Keep up with good work.

I've always felt that the employees do the best they can under the circumstances. Too many passengers blame the company for bad weather or other conditions out of their control. We get where we want to go and its still relatively a bargain. The new 777-300 airplane was beautiful.

Had a grudge with AA since 2003. We were on a cruise. My mother had a heart attack and had to be taken off in Belize. We had insurance so paying the 100 dollars per person to adjust or reservation to get home wasn't a big deal. But, With the new reservation the insurance company and AA assured me there would be a wheel chair waiting for her with a rep to help us through the customs business. There was a wheel chair there at the door. Another person jumped in and was off. They were sorry they couldn't get another wheel chair for her. So she had to walk, very slowly to get to the end where customs was. I was furious, livid and madder then you can imagine. Come to find out, that wheelchair was meant for my mother after all..the other person didn't order one but took it. AA was totally aware of our reason for traveling that day. The insurance company apologized, but wasn't their fault. Fast forward to this coming Oct. I will be going to England and used a discounting site to get a good airfare, times were great.. Its AA. AA you got this one last chance to impress me..or I will pay more and go United or Virgin for my trip to Barcelona next year.

I have never been disappointed with anything about American Airlines. It is always my first choice when I fly. I've always had good service on the ground and in the air. Flying American is always a pleasant experience.