American Airlines

Flight was cancelled on July 23rd at PBI. I was so sick at the news. Then, AA decided to let those going to DFW direct could go at 4:30. They graciously put on another flight for the one that was cancelled. I recovered. Jackie, a flight attendant was so sweet and helpful. Kudos to Jackie on that flight on July 23rd from PBI to DFW.

I flew US/AA to Minneapolis this summer. US up and AA back. What a wonderful experience. American Airlines has made a great improvement to USAIR. All 4 flights provided wonderful service and I will be flying them again.

I found everyone at America Airlines, to be not only friendly, but overly helpful as well. A simple thank you to those who saw my trip - journey, helped.

Recently used AA to fly from our regional airport into LAX to make connecting flight to Australia. First, the flight was delayed and then cancelled without reason, though I did hear that they had no crew for the plane. My travel agent was at the airport with me and she managed to get me onto another flight. though I would miss my connection. When I reached LAX I was given vouchers for hotel and breakfast--the breakfast one was for $7!!! No transportation vouchers. And that was a mess--trying to find transport--thankfully the man who brought the wheelchair to the plane for me was extremely helpful, staying with me until I got transportation. I had a mobility scooter--goes as checked luggage. It was folded up and had luggage straps around it. When folded it is locked--they kept trying to open it without unlocking it. I will be flying to San Diego in a few months--they are trying to get me to fly to San Francisco first--that is 175 miles north of where I live and lengthens the journey and ups the fare. No thanks I will go to LAX to change planes.

On July 27th, my wife and I boarded USAIr Flight 866 at SXM for CLT. The flight was scheduled to depart at 2:25 pm; we boarded at 2:55 pm, then sat in the plane for nearly an hour while "paperwork" was completed; what was really going on was that the pilot had not shown up! Then upon landing, we werenot allowed to deplane for twenty or so minutes due to "congestion at immigration." As a result of the delays, we almost missed our connecting flight to PHL; when we arrived at 8 pm the gate had closed & we had to argue with the attendant to allow us to board, which she finally did rather grumpily. The flight left at 8:10 as scheduled. Another problem arose when claiming our luggage: only one of our two bags had been put on the flight & I had to wait until the following day for my bag to be delivered.to the hotel. And for this incompetence on all levels we were charged $50 baggage fees!

American is losing control and it is a complete disaster! In Reno, NV according to folks who travel out of there. They have no maintenance on site (contracted out), and no catering at all. Our July 23 2 PM originating flight to Dallas was delayed to 5:30 because there was no plane and nobody at the airport all the way to a supervisor at their 800# could tell me where our plane was or when it would arrive, and they could offer no other options to get us to New Orleans that day. A plane on the ground July 23 for a flight at 8am to Chicago required maintenance. The Chicago flight was also delayed to 5:30, and when the pilot showed up he announced that the maintenance log showed it had not been done and the maintenance crew was an hour away, so the new time 7PM. Later he said he could not confirm they had done all the items required, like changing the oil on one engine, so delay to 9PM departure while that was all straightened out.. The flight we were to go to DFW on showed up at 5:30, so it was rescheduled to 7 PM, but then this plane was then changed to go to Chicago at 7, so we now had to wait for the debacle of the 8AM flight maintenance to finish. Our flight was changed then to 9PM. As boarding was underway an announcement was made that there was no food or drink aboard the aircraft that had been sitting there for an 8AM flight, and we could get a voucher and run get something to eat as concessions were closing in Reno. People had to run from our terminal end gate clear across the airport and back to find any nutrition. Finally, arriving in Dallas at 2:15AM, we stopped short of the gate because a piece of equipment was in the way. It took 15 minutes on a deserted tarmac to roust someone to move it so we could debark. They should have known we were coming for over 3 hours, but they were cleaning the breezeway carpet! We were given $7 vouchers for breakfast and a $70 voucher for a Wyndham hotel, which the attendant said was 30 minutes one way plus similar time for the hotel shuttle to come. With an 8:50 flight we took the SkyTrain around to the Hyatt on the airport, which AA refused to provide vouchers for. 3 hours sleep for 2 70+ year olds was hardly adequate. As fate might have predicted, the cheese/egg sandwich at AuBonPain before the 8:50 flight to New Orleans gave me diarrhea, which still persists 4 days later. It's really disheartening to see a once top tier airline become so incompetent.

The problem with the re-organization is that they are eliminating flights. In January I signed up for a non-stop flight to Boston for August. Two weeks before the flight I notice (only when I checked on my flight on the site!) that the flight has been eliminated and I now have a flight with a stop...the whole thing taking 5 1/2 hours instead of 11/2 hours! The schedule was also inconvenient. When I called, they offered a refund...but at that late date, of course, there were no reasonable rates left! Otherwise I could have gotten a cheaper non-stop flight on Jet Blue!

I am handicapped and use a mobility scooter--which is free checked luggage. It was folded up and I used a large size adhesive label attached in two places which read "do not open with out pulling locking key which is on right side--and they opened it without unlocking it by pure force--cost almost $1000 to repair. also found the locks on both by suitcases were stolen--they were hot pink.

My 14 yr old son is to fly to summer camp on a direct flight from PIT to RDU. Last year as a 13 yr old there was NO fee associated with this flight. This year the same itinerary has a charge of $150 Each Way plus tax, and I was unable to book the flight online. I ended up on the phone for an hour and a half on hold repeatedly just to book the flight and without any explanation of how the rate was determined nor what the $322 (tax included) was covering for someone 14 & 5/6th's besides "it's just our policy". This is more than the cost of the flight. I suppose if I could have just booked the flight online, I would be annoyed but would not have written this note. If anything, it should be a sliding scale based on the age of the traveler. There should not be a fee on a child over 12 on a direct flight, nor should any fee be more than 50% of the cost of the flight. My wife and I are taking him to the gate to board and the camp picks him up. What am I getting for $150 each way for him to sit in that seat?

Last experience was horrible and still fighting w/ AA to get $86.00 refunded. Flight from HNL to DFW originally booked coach then hubby in hospital so had to fly out ASAP so paid $200 chg fee + difference in price to 1st class seat cost $586.00 additional to my coach fare already paid. This flt was finally cancelled by AA after 2 tries departed. Return to HNL as mechanical issue. AA crew ran out of flying hours, no fresh crew available. So then most of us spent the night at HNL airport. AA told us it was our responsibility to rebook on another flight. So most of us on smart phone made reservation. But now only flight HNL-LAX-DFW. HNL to LAX leg was given 1st class seat then from LAX-HNL I was given coach seat as 1st class booked up. Asked for refund difference, told I had to write to AA. Then I was not allowed to board till the final group called because my boarding pass did not have a group# on it. Well needless to say, all overhead bins full so no choice but had to give attendant my laptop (which was not packed securely enough for baggage) and my CPAP machine (medical device not to go into baggage). I have been trying since March to get all my correct amount of money refunded. Do not fly AA unless you are prepared to have last minute changes and no time constraints.

I am a very long-time AAdvantage member (1980s). I'm still very angry with American Airlines. They gobbled up all my miles and put me on the worst airline in the world, their partner, British Airlines, who then charged me more than an economy ticket would have cost in "taxes." To add insult to injury, upon my return flight from London, I actually sat in a WET SEAT. I was devastated. They offered me a paltry $200 off my next travel experience and BA offered me $100 off my next flight on their lousy, dirty airline. The humiliation I experienced while standing in the aisle when the flight attendant was trying to find me another seat before takeoff with everyone staring at me was indescribable.

My current gripe is that even though there is only one reward program, you must book AA flights through AA and USAirways flights through USairways, otherwise you are not automatically upgraded based on your status and you miss status upgrades.

2 years ago, I would have rated AA a 9. Following the merger with US Airways, it has dropped to a 6...at best. Were I not a million-miler, I would sample other airlines to gain back the customer service I have lost - but they have me and I must just suffer the consequences.

I have to say that in the past 2.5yrs AA has gone from ok to horrible is there customer service, i just flow from Dallas to Miami on a cramp overbook flight which was delayed 1hr not due to AA but weather. Once i arrived in Miami @12am i realized that i had left a carry on in the over head. I walk over to young lady, asked her if i could retreive the bag that i left and she said NO and that was it, I asked her if she could retrieve it she said NO, I asked her can someone (crew) bring it she said NO, and said i had to wait till everyone including crew to leave plane. Are you serious this is SERVICE??? I had just returned from a leadership conference where i just heard Bod Jordan VP of Southwest Airlines speak about customer service and how to take care of your customers. And this was a prefect example of how NOT to take care of customers.. AA truly needs to remember WHO made them who they are today. After this last flight i WILL NO LONGER fly with them.. I will take my money to a company which treats its customers with respect and kindness.

I have been a loyal customer of AA since the 1990's when a Northwest Airlines agent told me she "did not have time for me." AA became my go-to for travel from the small city I am in. But now, AA is pricing itself out of my favor. Last year I took two trips to Africa, both on Delta/KLM since AA fares were not just higher, they were incredible. $2,200 on Delta to Nairobi, $4500 on AA/BA. $1,400 to Entebbe on Delta, $2,700 on AA. It is the same this year as I look to visit both countries in the fall. But, the worst offense is what recently happened to friends of mine, who, based on my recommendation, have chosen AA often. They booked a flight to Paris 4 months ago. In Paris, they were informed of a schedule change, resulting in their getting back 8 hours later than planned (new arrival at midnight). At CDG, they were told that for a mere $140 each, they could have seats not THE FLIGHT THEY HAD ORIGINALLY BOOKED! Obscene AA, obscene. The AA people I have dealt with over the years have been first class. The company they work for is slipping fast. JRS / AA Platinum

We were on our final leg home from a trip to Key West, and arrived in Dallas to find out our flight had been delayed. We waited for over an hour, and the finally told us the flight was cancelled due to mechanical problems, and all the passengers were put on standby. So 160 passengers are all on standby to Austin... we were passed over for the next flight, and the next, and the next, and finally decided to rent a car and drive, which would be faster (only four hours). I asked the American ticket office if we could get a refund, and she said our tickets were worthless, but American would pay for the rental car. Okay! We drove the four hours to Austin, and I called American the next day. Guess what! They don't have a policy of paying for rental cars after cancelling your flight. They don't have a policy for reimbursing you after cancelling a connecting flight. The person I talked to spoke to me as if I were crazy AND stupid. I will never fly American again, and I'm sure they don't care.

In January 29, me and my wife together with a 2yrs old and a yr old baby came in to LAX from the longest flight ever experienced by my babies. When we were checking in to our next flight heading to our final destination to the US Virgin Islands. The guy in the counter did not allow the baby stroller to be left at the gate, He forced us to check the stroller in at the counter. Me and my wife begged and even asked for the manager to let us just leave it to the the gate. Coz we will be needing the stroller so that babies will have nothing to sleep on in Boston where we have to spend over night at the airport and there was a storm in Boston that night... But with no luck, the guy insisted that we should give him the stroller and he can not let us talk to the manager about it... So, in Boston, me and my wife was up all night carrying our babies while they were sleeping on our arms. Cant put them on the benches coz they have arm rests and only one person can sit with them. That is why I made a promise to my wife and to my self that we will never ever take an AA flight any more... NEGATIVE on their customer service, NEGATIVE on their company policy and another NEGATIVE for the LAX check in counter clerk. Hours of layovers from the Philippines to USVI SKorea 9hrs. LAX 6hrs Boston over night JFK 10mins to get to the plane to USVI Consider the flight hours wherein that is the only time we have to get some sleep.

I've to fly AA often because of my job, my company book my business trip flight for me, so, I've a lot of experience with them: The serive is getting worse and worse, in March, I bought a brand-new suitcase, Kelvin Klain, at very first trip, from Miami to Cancun,MX I' got my luggage with broken handle. I' went to the AA office there, the answer was: we don't take responsability for handles and wheels. My question here is: for what do you take responsabilty? United for example they will compensate if the luggage got damaged during the flight. The worst thing is the shortage of staff at critical airport, such as Miami, during holiday season: on Dec. 23.2014 I' went at airport 2 hours before my flight to Port of Spain, Trinidad, I' found and endless line at check-in machines. Few of them were out of service, and we have only 2 persons trying to assist the passangers, most of them do not fly often, and were not familiar on using those machines, when finally I' get there, it shows the flight is closed, I' went to the desk, and I' tld them better you put me on that plane, because I' come here 2 hours before my flight and AA didn't provide the passagers adeguate assistance and they re-open the flight. Recently, coming back from Cozumel, MX to Miami, I' try to get the attention of a male flight assistant, including using the call bottom to get something to drink, he ignored me, nobody never acknowledege my call. Honestly, whenever I' get other choise, I' choose not to fly AA. My rating of 3 is generous considering how we are treated during the flights.

I have to use AA only because of the destination where I fly. I have had so many issues with this airlines. It's usually with the Dallas/Fort Worth flight. I have been stuck in Sacramento for 8 hours and then got to Dallas late. AA did put us up in a MOTEL (gross) for the night. The last time i flew, the plane was late getting into Dallas and the attentent told me it was because of weather. It was not weather related! The weather was fine! It had to WALK to a hotel and spend over $200 for a hotel! If I had another choice of airlines, I would use it. But, I'm stuck with AA. My bad luck! They suck!!! Always late and always blaming the weather and always mechanical issues! Good luck to me. I'm flying out later this month. Pray for me!!

Since the merger with US Airways, I have been forced to deal with AA customer service reservations and flights. My most recent experience includes a long boarding process in PHL on a flight to MIA on 6/24 at 3pm. After the unorganized boarding and 30 min sitting delay, the flight was cancelled for mechanical reasons. Really, the arriving flight couldn't have prevented this? We were inconvenienced and not compensated in any way. rebooking was effie at best and the rebooked flights did not make any allowances for passengers having to change two concourses to make the flight. I flew to a cheaper airport FLL but no refund was issued and even the miles were the ones to FLL and not to MIA as paid. Adding to the "New American" since the FFP merger I have not been upgraded in any of my flights, I am a Platinum customer but it seems that in the new american that only means early boarding, which I already get by having the Citi Executive card anyway. I have asked three times, one at an admirals club desk, at a gate and by phone, the answer was the same, "we now have more customers", so how is that my fault or why am i being penalized? So far the only good thing out of this merger is the new planes if you are lucky enough to fly in one of hem. The amount of Admirals clubs but I do pay $450 for the privilege, i said number of clubs, no quality. I use LAX, with the inconvenience of the busing when I fly USAir, and this one is dated and not very clean. MIA on D concourse D15, very crowded and PHL both the old envoy and concourse C, old USAir clubs and definitely the best of what i use. In conclusion, the New American has a long way to go, biggest doesn't mean best if you don't earn it!

May 13, 2015 To Whom It May Concern: AA Record Locator: XXXXXX My name is Lxxxx Oxxx, AAdvantage #XXXXXXX and I am writing to tell you of the horrendous experience I and my daughters Jxxxxxxx Sxxx and Bxxxxxx Rxxxxx had while traveling on American Airlines. I purchased a round trip to New York (NYC) for the three of us, see above record locator for April 28th through May 3rd 2015. I also upgraded seating on two of the three legs of the trip at an additional cost of $218. At the time of upgrade I selected seats for all three flights. We had limited time for this trip so it was very important for us to make our destination timetable as purchased. Unfortunately we lost a day in the process. It began at 04:41, Tuesday April 28, 2015 when I received a text message stating AA0049 has been delayed until 10:00. We arrived at the airport at approximately 08:00 and arrived at the departure gate soon thereafter. At the gate we looked out a window where we could see the boarding tunnel and the aircraft and saw the left engine cowling lifted with a small elevated platform in place for access to the engine. The first officer for the flight just happened to be there and said they were having a problem with one of the engine components. He said the mechanics were working to rectify the problem. As far as we knew the flight was still scheduled to depart at 10:00. At 09:36 we received a text message stating the flight had been pushed back to 12:30pm. The reason given was the part which the mechanics believed to be defective was not available in San Diego so they were flying the part in from Los Angeles. We were told the part should be installed by 11:30 and they were confident we would leave at the new departure time. At 11:27 and 12:15 text messages confirmed the 12:30 departure. At 12:33 a text message was sent stating the departure had been pushed back to 13:30. The reason given was the new part had been installed but a breaker on the flight deck was still tripping and the mechanics were working to find the cause. At 13:37 we were told via text, the departure was now at 14:00. We went to the gate attendant asking for assurance the flight would depart as rescheduled. She said she didn't really know. That is when we wanted to find another flight. We were told AA0049 departing on April 29th was full so there were no seats available. We then asked for any flight that might get us to NYC ASAP. The first offer was at 20:00 arriving in NYC at around 05:00 on April 29th. After talking to the gate attendant she did find a flight to Dallas departing at 16:00. She said we could catch a flight from Dallas to LaGuardia departing at 08:55 CST and arriving into NY at 13:10 EST the next morning. She also said AA would pay for an overnight stay at the Days Inn in Dallas. She gave each of us a food voucher valued at $7. I do not know any place in the USA where you can buy dinner and breakfast for $7. When we arrived in we were given a phone number for a shuttle to the motel. It took over an hour of waiting to be picked up, putting us to the hotel at about 22:30. The only available restaurants available within walking distance was at the Westin hotel or a Denny's. The Westin was closed so we were left with the Denny's. The flight from Dallas to NYC was uneventful. But we did lose as day in NYC due to problems brought forth by AA. Our return fright was from LaGuardia to Dallas and then on to San Diego. When we reached the gate at LaGuardia we were told there was an “equipment change” with no other explanation. Of the three of us I was the only one who needed overhead space so I made sure I was at the front of boarding group two, my daughters were slower to reach the gate. I found my seat and put my carry-on in the overhead and sat down. It was but a moment later that a young woman wanted to take seat 30A, I had selected row 30 seats A, B, and C. I told her my daughter had that seat. I checked my boarding pass to make sure I was in the correct row, yes, and then she showed me her boarding pass and it indeed showed 30A. I was now beginning to worry what the heck was going on. Towards the end of the passenger loading time my daughters finally came down the aisle. Jxxxxxxx told me the gate attendant said they did not have seats. My daughter Bxxxxxx is in the first trimester of pregnancy and not feeling well. Jxxxxxxx told me she had to be firm in getting seats so they could sit together. Jxxxxxxx was told ten people didn't make the flight as the replacement aircraft did not have the seating capacity. And to cap off the trip as we were leaving Dallas, in the aircraft and hurtling down the runway, the plane struck a flock of bird and made an emergency abort of the take-off. I am pleased we had not reached the 80 knot threshold and the pilots were able to abort and I give kudos to the flight crew. The other fortunate circumstance is we were able to transfer to another airplane to make the trip home. But once again AA fell short. Instead of sending a stocked truck with snacks and beverages, the snacks and beverages were pulled from our original aircraft and transferred to the plane we just boarded. I know this is the case as one of the flight attendants or someone from the flight deck announced this was the cause of the delay to push back from the gate. And to further impact the passengers, during the flight, when the attendants rolled the beverage and snack cart down the aisle they ran out of most of the food by row 30. While they did have the items in the front of the aircraft for the passengers and I was lucky enough get a beverage AA still charged our credit cards for items – REALLY!!! As a summary, other than the actual bird strike, I believe the problems we encountered were squarely on the shoulders of AA. It is unfathomable to me AA didn't find a plane the day of the 28th in a timely manner once it was determined the original plane was not air worthy. We were lucky the gate attendant was able to get us a flight at 16:00, many people were unable to leave until the next day. (As a side note, I kept getting updates on flight AA0094 and the last one I received in Dallas before I stopped the texting, said the flight would depart on the 29th at about 09:30.) I paid extra on AA1108 for seating and my daughters still lost their seats. We were stuck at the gate in Dallas because someone made the call to transfer food and snacks. Obviously we made the trip safe and sound, but in my view, my family's experience was way beyond reason. There were issues on three of the four legs of our trip. We lost a day in NYC, we lost purchased seats and were not able to sit together, poor service to the hotel in Dallas, an inadequate dollar value for a food voucher, not enough food on a flight to service passengers, still charged for food and beverages after waiting to supply the aircraft, almost an hour wait in San Diego to claim our baggage.

AA has a decent on-time departure/arrival track record based on my experience. However, their customer service stinks! They have taken away benefits for all but the upper echelon of elite status. In other words, Gold status... the lifetime status earned by million-mile fliers has been reduced to the same benefits as those given to holders of AA Citibank Credit Cards. You can't choose a premium seat, as a Gold Status flier, until 24 hours before your flight - you know... the time when there are none to be had. For 3 years I had Platinum Status - which AA was more than willing to extend to me for another year for the small fee of $1200.00 (make that $1199). Since USAir acquired American and decided to keep the name, they have also kept many of the customer UN-FRIENDLY policies of the old American Airlines from last year: upgrades cost me (with US Air, they were complimentary), I've already addressed the seat selection. Upgrades - even if you're willing to use your 500-mile upgrade credits for a flight almost never happen flying out of any of the AA hub cities because they can't even accommodate the number of Executive Platinum fliers much less ever get down the the lowly Gold members. Also, the route fares are ridiculous lately. Many airlines will match your elite status if you call and ask - especially if you're willing to start giving your business to them (Delta, United, etc.). You get more bang for your buck on almost any other airline as far as rewards go for your loyalty than you do on American. My final pet peeve is try using those miles to fly somewhere; there are never enough base-miles seats offered for me to take my wife and kids. However, magically there are ALWAYS award seats available for twice the number of miles. For this perk, you'll do better to go with one of the major credit card companies with rewards for any airline (ex. Capital One Rewards). American: The arrogant, "we don't have to treat our customers like they mean something because they don't," airline.

AA merged with UsAir . and USAir is not the friendliest Airline . the flight attendants are rude and do not seem happy . this is true on my last two flights to CLT . However AA always has wonderful flight attendants . and even seem to be nice and respectful even with a full flight

After flying on American multiple times, I am not pleased with all their services. While they do fly to many destinations in the U.S., I find that whenever there are flight cancellations or delays, their customer service is slightly difficult to work with. Additionally, there in flight services such as beverages are average compared to other competitors.

Very affordable not luxury by any means but definitely worth every penny spent. Great customer service that have worked with me to get on the next plane when i had missed my original flight.

I flew from the US to Italy on AA and had a great experience. I enjoyed being able to watch movies for free and their free internet was perfect for the long flight. Seats are what you would expect as is the food.

American Airlines doesn't seem to be available for most of my flights. I've flown them once before and it was a neutral experience. They'll get you where you want to go safely. I do think they had phone chargers though which is appreciated.