American Airlines

✅ Trip Verified |   AA has the worst customer service of any business I have ever interacted with. They cancelled one leg of my flight while I was at the airport. Offered me future travel credit because they could not rebook me same day. The advice the gate agent gave me was to "drive". And gave me an 800 number to call. I rented a car, called the number, and had the immense displeasure of speaking to a manager who asked me how I got the number and told me she could not reimburse me for the rental, could not refund my canceled flight and offered her advice of "use the website". So even though I was told to call the number and now my husband is driving a rental to try and get us to our connecting airport in time for the next flight she said she cannot do anything to help me. Now that I have looked at their website it is equally as helpful as destiny. I would love to talk to someone from AA who actually cares about people, if such a person is even employed there. If I could leave a 0/10 I would

✅ Trip Verified | My flight going to NY was fine. But my return from JFK to CDG was awful. This is due to reduced seat pitch (31") and repeated negligence from the crew, especially 2 hostesses. They kept complaining about the passengers and just wanted to serve the meal and turn the lights off.. The a/c was freezing cold and the air draft was strong. I asked 4 times to increase the temperature. It was actually hot for 10' (28° C probably) and then went back down to 12/13°C. The hostess then said she could not do anything about it. The result is I got a cold and a sore throat. The special meal I requested was not available, and it was the same for many passengers around me. The pasta was hard and disgusting. People around me barely touched it. The service was expedited. The food cart got probably damaged because it was hitting the passengers' seats regularly. The wifi was not working correctly.

✅ Trip Verified | This was the most horrible experience! American Airlines cancelled our connecting flight to London despite options to still catch our flight using other airlines. Their automated system cancelled our seats and reassigned, sold, upgraded them to someone else before working with us to try to rearrange our flight to make it. This was the first time we were flying first class to treat our kids as a reward for their graduations. This ultimately resulted in losses in excess in the cost of the flight tickets that we now have to fight them to get compensated. Buyer beware of American Airlines!

✅ Trip Verified | Dallas Fort Worth to San Francisco onboard their Airbus A321. My previous flight with American was good but I couldn't find the "punch" factor that made American Airlines special. This time, I was surprised that American Airlines had become so excellent. Check-in at DFW was done in a very fast manner, and maybe because I arrived way too early, I experienced 6 gate changes - from A16, then B7, B9, B11, C29, then C12 (thank Goodness DFW had a reliable Skylink). However, that was pretty much the end of my moan because once I stepped on the plane for boarding, I was welcomed by a (surprisingly) very energetic set of crews who smiled at and greeted me. I soon proceeded to my seat, 18A, which was pretty much basic with no IFE screen, but it had USB charging ports, universal power sockets, some literature items, and a decent amount of legroom and padding. The cabin, featuring larger overhead bins like the ones in the A321neo, was spacious, comfortable, and in its best condition despite the toilets being inoperable for short flights cruising under 16000ft (we cruised at twice that altitude, so no issues). The Wi-Fi was blazingly fast and the entertainment had plenty of contents that were up-to-date and beautifully laid out. The pretzels and drinks provided on the flight were delicious. Throughout the flight, the cabin crews remained passionate, friendly, cheerful, and lovely. This might be a little bit overboard of me to say, but the crews of this flight were on par with the Japan Airlines and Starlux Airlines crews that I met. We took off from DFW an hour behind schedule due to a changing traffic flow control, and landed at SFO just 25-ish minutes behind schedule, allowing me plenty of time to catch my connecting flight. American has continued to surprise me for the better, and as an AAdvantage member, this flight affirms my loyalty and love towards them.

✅ Trip Verified | I'm having a terrible experience. I bought tickets from SCL to Montego bay which had a stop on Miami. We were supposed to depart at 21:55. The flight was delayed until 23:00, and later once again delayed until 00:00. At 00:30 with no other information we Are informed that the flight is cancelled due to maintenance. AA got us meal vouchers to use at the airport and moved us to a hotel in Santiago. They moved us by bus at 2:00 am while only one bus was making the round trip to pick us all.. we waited hours at -1°C with no shelter. Next day, with no notice whatsoever to me AA picked up everybody BUT me from the hotel to the airport at 14:30. I had to go by myself by uber at 15:00. At the AA counter there were only 2 people working and the whole group of the cancelled flight had to wait in line until 18:30 The rescheduled flight was supposed to fly at 19:20 now.. it was a few minutes delayed. At the counter and because they were in a hurry, they didn't arranged my connection flight to montego bay but only saw that i could get to miami and "they will help you there" At an AA counter in Miami they put me in a flight to Montego bay that leaves at 8:00 - the flight was overbooked. Now they put me in a waiting list for the next flight but with no certainty that i will make the flight, So far i have lost 2 days of my honeymoon vacation, spent 2 taxi fares, had had a couple meals to survive and have no idea when and if i am going to get to Jamaica finally. The official response of AmericanAir is: "As a token of our apology, I have credited miles to your AAdvantage® account" which they added to an account that is not mine by mistake. Meanwhile I'm spending my honeymoon and work leave at airports pushed from line to line with no notice of arriving at my destination. I'm very, very upset and disappointed. Update: they assigned me to another waiting list at a flight to Montego bay at 11:00 am and with no surprise to me, again overbooked. Later they assured me seats at a flight at 18:50 but now destination Kingston "best i can do" And when i thought i could finally get to Jamaica, the flight was delayed and now canceled until tomorrow 5 am ... 3 days vacation wasted on airport lines (not to mention lost reservations, no access to my checked baggage, no shower) and @AmericanAir haven't even said sorry.

✅ Trip Verified | We booked 5 tickets on American Airlines. Two were 1st class and three were Economy with additional charges for the premium seating. The initial leg of our flight to Charlotte was cancelled due to mechanical problems. Originally, while we were already boarded, they announced that the flight was not going to take off, but they had no idea on what the resolution would be. When we deboarded the plane, American told us there was no way they were getting us to Charlotte for our connecting flight, and there were no other flights available. The only resolution the gate agents could give us, was that they would get us to our vacation destination 24 hours later. While we were trying to find better options with the agent, my son found a flight departing out of Washington DC. The agent volunteer to book this for us. I assumed that our original flight charges would be refunded and I would be recharged for the new flight. After several email communications with American, we received $175 for each of the two 1st class tickets, and a $25 flight credit for each of the economy tickets. The difference between the original ticket price and the new flights was over $2000. So far, American has responded to two of my emails, and the second was simply thank you for your comments. They say they have "world class customer service" but I can't get anything but canned responses. Our 1st class seats were exchanged for basic economy tickets on United Airlines. and the economy tickets with premium seats were exchanged for basic economy seats also. I understand the premium seating purchases are non-refundable, but I truly believe that if the plane does not fly, I should not be charged for the seats! We also had a $160 baggage charge that would have been covered with our 1st class tickets, and since our new flight departed from an airport 2 hours away, we also had to expense a rental car for $150. American Airlines are taking the stance that since they got us to Cancun, we are not entitled to any more refunds. I also now understand, that if I had just allowed American to cancel my original flight, I would have been fully refunded for the charges, but since their agent booked the flight for me, American feels they are due the entire amount of my fees. Trust me, I have learned a valuable lesson and going forward, I will always rebook my own tickets. And flying American will no longer be my first choice!

Not Verified | I recently purchased 3 tickets and seats to go to a wedding. I specifically purchased all seats in the same row. My mother is handicap and my daughter will only fly if seated next to me. The flight was rescheduled, and my seats were reassigned. I called and explained the situation to the AA representative. She was nice but would not accommodate my seating. I told her I paid over $120 for specific seats. She let me know I could repurchase the seats, but she could not make the change. It's absolutely insane. Needless to say, my daughter won't fly, so I had to cancel her flight. NO REFUND. Now she is upset and can't go to her cousins wedding. To everyone out there, think twice before choosing American Airlines if you want to sit with your loved ones.

✅ Trip Verified | I am a AA Credit Member. MAY 19, Sunday, my flight was delayed due to some type of crew error. The soonest flight would not arrive until May 20 at 10:00am. Due to having to work I will be unable to make that flight. I asked if there was a way to receive a rental car or travel credit for this flight, and I was told no to both, I also purchased an insured flight with. They would also not be able to refund the flight due to I was able to make the first flight; however the connecting flight was missed due to the delay. I really am disappointed with them and will never be booking with them again, forget the credit card and everything. No accommodations is so crazy to me. I have said my piece just so no one gets this same treatment. Please beware of the accommodations for things that are their fault.

✅ Trip Verified | Another disappointing experience with AA. Always delayed, staff never helpful and they never attempt to assist you or make your journey better. And that’s on business class.

✅ Trip Verified | I fly AA at least 1x/month on full fare first class tickets between DFW and San Diego and, despite their premium fares which range between $1,200 to $2,200 for round trip first class tickets between the two cities, their service delivery is among the worst: chronically delayed, terrible attitude from reservations to flight crew and one lane excuse after another. Today, the flight was delayed (not weather related and no reason provided whatsoever) and flight attendant told me no food or drinks available by the time she got to my seat (1F). How could that be for a $1,200 ticket? That’s just this trip. Always an issue. The management of this airline appears to be among the most incompetent in the industry.