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 😒

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.

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.

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.

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!

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.

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.

AMERICAN AIRLINE TREAT THE DISABLE PEOPLES WRONG.. THE NOT GIVE A OOPS ABOUT THE FAMILIES OF DISABLE PEOPLES... I HAD A BAD EXPERIENCE WITH THIS COMPANY..TRAVEL FROM MADRID TO DALLAS....THEY THINK THEY CAN DO WHAT EVER THEY WANT WITH THE FAMILY MEMBER OF DISABLE PEOPLES SPECIAL IF YOU ARE A VETERAN WITH NEED. THEY CUSTOMER SERVICES IS BAD...ABUSE OF AUTHORITY..ABUSE OF CUSTOMER WITH DISABILITIES .

I would say American is a choice I make when their prices are better than other airlines. While they are not the worst, they are certainly not the best. I feel like they pack passengers in like sardines, and offer the driest snacks possible. The last time I rode American, someone next to me ate the smelliest food ever. While I can't really blame the company for the atrocity that was happening next to me, it still left a bad taste in my mouth.

I think the charge for checked baggage and preferred seating is nothing but money grabbing. I have always traveled on AA and over the years the service has gone down and the prices have gone up. The last trip I took to Central America was on an Airbus, cramped, un comfortable and the attendants were very unfriendly and acted like they were mad at the world.

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.

Every time I fly american airlines I experience some sort of issue. The most recent, a second leg of my flight was canceled after a two hour layover already. I was placed on a new flight the next morning. What they offered me? a $12 meal voucher. WOW

poor the aircraft was not clean at all. Recommending this airline is not an option it's if individuals going to a particular destination which the fare maybe what they are looking for, the service really is deplorable but then now a days people don't know how to be hospitable.

Almost everything wrong that could be . Maintenance problems - and while in the plane , waiting to take off , not knowing when it will . People wanted to get off the plane until it's fixed . And the company said , if you got off , the plane would not let people back on .

Overall, quality of American Airlines has decreased. I have been a long time customer until the last couple of years. Smallest seats and so cramped. The plans are up. Not upgraded at all. Fees are so high if you ever have to change your flight.

I have been pretty unhappy with customer service with American Airlines. I think there are unnecessary fees and I don't feel like they really care to make their customers happy. Prices are usually high and I rarely can find a good deal with AA. I think some bettering of their customer service could do the company good.

I would have given a higher score if AA did not start this price surge and new image thing. Dont get me wrong, I do like the new logo. However, they did not just became a luxury airline. Their airfare has gone up 50% as compared to 2 years ago. Those are the same aircrafts and the same service.

the more expencive air line, many dealated, the flight attendants treat bad people,,, they charge a lot for bagage, for the price of tickets, they suppose to give something to eat, sorry but I won't flight with this company no more !

Always late, slow baggage claims. I have been lied to from customer service . Flight attendants allow large bags that won't fit on planes. The advantage program is a jc

Their customer service is lacking and I have had flights cancelled at the last minute with no regard for the customer. That can be so stressful!! I only fly with them if I have to.

From Philly, AA has little or no compatition on some routs. Service is "no frills", bagage charges explotived as are the upcharges for non first class seating. FF miles expire quickly.

Not even peanuts. When I started flying them in the 80's, they had the best service. Now, their prices are much higher and their service isn't as good. That said, American has wonderful, experienced flight crews.

I am very appreciative about the service that the airline provided; however, it is quite crowded and some of the flight attendants were very lazy and had attitudes.

Lack of decent customer service. Boarding procedures are ridiculous. 9 groups, Priority line and Regular line ending up in the same place. Planes are dirty

Feels like every time I take a trip that has layovers with American the second plane has some sort of issue and I am stuck in the airport for hours on end or have to take an alternative super out of the way route

Not my favorite airline company. They are not as reliable as I would like for them to be. And I was really let down once when I missed a flight, and had to pay for my hotel. They blame weather, but I'm skeptical.

I used to be the biggest AA fan but I’ve had my fair share of hard seAts slim seats and feeling claustrophobic. Not for me

The plane was dirty and we ordered food that probably made me sick the next day. The plane was on time it just took forever to load the passengers!

Packed like sardines into a city bus with wings. The only resaon to fly with them was price. and for that you get what you pay for.

All your miles and status expire. NO respect for how much money you spent in the past. Lowest quality service possible.

I always take Singapore Airlines going to Asia. Sing. Airlines service/comfort is superior to A/A or other US carriers.

ONE WAY TO fLA. GREAT FLY! COMING BACK WHAT A MESS!! WAITED FOR 5 HOURS TO GET A PLANE TO COME BACK TO NY!!, NO REASON AT ALL/