American Airlines

✅ Trip Verified | There is literally no way to talk to an AA employee who can do something about a poor experience. A customer must instead complete a cumbersome on-line form. I submitted such a form and included the information below. At a bare minimum, I am entitled to a refund of the difference between first class and coach, and I should also receive compensation. Instead, all I got was a short form email response that said “sorry” and a $25 credit. Unbelievable. My trip was a disaster for many reasons, including how I was treated by American after the trip. It is clear that American upper management cares only about short term profits and is not focused on the long term or its customers. This is a shortsighted approach and American will pay the price in the end. Is management oblivious to the terrible reputation American has in the marketplace? Many people — including me at this point — simply refuse to fly the airline. And American employees are equally frustrated with the company. Almost without exception, when I related my poor experience, they apologized and said they wish there was something they could do but the company will not allow them to take any action. And almost without exception, they went on voice their serious concerns about how the company is managed. Upper management, wake up! You are headed for disaster unless you alter course. Here is the information I submitted on the form: “Issues with first leg: I received multiple text messages which postponed my original flight multiple times. Weather was a factor but most of the delay was due to mechanical problems, poor planning, and mismanagement. My original flight from SLC to DFW was scheduled to leave at 2:02pm. It was first postponed to 3:01pm. It was then postponed to 4:18pm, then 5:18pm, then 6:32pm, then 7:28pm, then 8:12pm, etc. etc. etc. The flight was finally scheduled to depart at 10:25pm, a full 8.5 hours later than the original departure time. Meanwhile, inexplicably, many other flights left on time or with only short delays. I stood in a quite long line at the SLC airport, I had to be quite aggressive to get a seat on a flight to Dallas that departed at approximately 5:30pm, and I lost my first class seat. As an aside, a long line should have been unnecessary, but there were only AA agents at one of the AA gates and there were only two agents. Why not more agents at more gates since AA was of course fully aware of the many issues arising? Issues with second leg: Here is my updated boarding pass for my second leg, Flight 1007: When we landed at DFW, I walked to Gate C6 but when I went to board with my updated boarding pass they told me that I was not on the flight and that I had been rebooked on another earlier flight that had already departed a short time before! Why didn’t anybody tell me? I could have made that flight if I had only known. Again, being somewhat aggressive, I was able to get a ticket on Flight 1007 which they had told me was full. However, again, I lost my first class seat. Issues with luggage: When I finally arrived in New Orleans, it took at least 45 minutes for baggage to start being loaded onto the carousel. And after waiting for all the luggage to come through, which also took significant time, I realized that both my bags had been lost. I then needed to go to the AA baggage claim office, wait in a long line there, & answer many questions. They eventually told me that my bags never left SLC. Etc.

Not Verified | I have never seen so many people left hanging on standby. We were pushed on standby for 3 flights, no sleep, no suit case, same clothes for 1.5 days. The issue of people trying to find gate changes was unreal. We had 2 gate changes on the 3 standbys. Not to mention the gate agents, we had one in Miami named Alex he was very helpful otherwise no one. As for the customer service in the airport all were very rude. It is all about them not the customer. I have to say these poor agents put up with what the executives plan, you executives make their jobs unbearable. Not sure how anyone can work there under all these circumstances. 2 hour delay with a plane in Bahamas, 40 minutes on the tarmac in Miami and of course over a mile long line in customs due to Americans number of standby flights. by this time we missed our 9 PM flight and again stood in line at American from 8:30 until 12:30 PM to be put on standby at 6 AM the next morning to Charlotte. We made the 6 AM flight then on stand by for three times there. no sleep, no suit case, same clothes. Finally we got on a 3:30 flight to Minneapolis. As we were on my sister in law went to her seat and then was hauled back to the door to get off. Someone was in her seat. Her husband had enough he said 2 people were listed after us on standby and we were told they go by the list so the ones behind us on here need to get off. They ended up taking off the lady who seat in her seat which did not have a ticket just a standby stub. We will never use American again, and I would suggest to anyone out there fly Delta at least they treat you nice and get you back on a flight!

✅ Trip Verified | I was traveling to New Orleans from Greenville via Charlotte by American Airlines. There was a 1.5 hour transit at Charlotte Douglas Airport, but the flight made delay at Greenville Airport. So, in transit I was almost running to catch the flight to New Orleans. Ground Staff were helpful to keep the aeroplane waiting for few more minutes for the transit passengers. Cabin crews were good in this particular flight. Aircraft was good. Very light snacks was provided.

✅ Trip Verified | I often travel by American Airlines while in the USA. It offers very average service. Ground staff are sometimes good, but many cases they are bad in manner, especially with foreigners. Cabin crew were good in this particular flight. Aircraft was good. Very light snacks was provided.

✅ Trip Verified | Absolute waste of money. Landed stating medical emergency and fact is something else. Stuck us for 24 hours at Madrid and also connecting flight got after another 24 hours.

✅ Trip Verified | Phoenix to Mexico City flight was actually good. Departed & arrived on-time. Purchasing food onboard was somehow complicated since you have to upload your credit card details in their app which I find unsafe, this is just me though. A slightly bigger meal could have been served instead of just a small pack of biscuit in this three-hour international flight.

✅ Trip Verified | I will never fly American Airlines again. The first flight they wouldn’t announce my 9yr old sons allergy and the person next to me pulled out a bag of peanuts. Luckily, I was right there to stop her and she was very understanding. My 10 yr old son tripped getting off of the first flight and twisted his ankle which was no one’s fault, but it brings me to my disastrous connecting flight in charlotte. This flight was an 11pm flight and they had my 2 sons and myself in all different locations- one of which, as I already stated, has life threatening allergies so severe that he has had multiple anaphylactic reactions just from touching things that contain oils of peanuts and tree nuts, and the other now hopping around due to the twisted ankle. I explained the situation and the First Lady at the desk and she basically told me that she had no idea how to help and to come back when the other lady showed up. The other lady showed up and the First Lady made me go back to the end of the line to speak with her. Also, this was during pre-boarding and meant I would miss my opportunity to get on and wipe everything down for my allergic son. So I chose to go on and hope the attendants could help. Lady #1 gave me a ridiculous amount of grief pre-boarding and While I was in the middle of speaking with her, she started saying “ok bye. I said bye” in a condescending tone. The flight attendants were all very nice, but were very clear that the policy stated that they could not assist at all in helping me sit with my two kids on this late flight- which, if this is a company policy as it sounds, is complete rubbish. Children should not be separated from their parents, especially on an 11pm flight and with the already stated issues going on. It put me in a position to have to plead with people and explain this very emotional and stressful issue multiple times, while in the middle of the chaotic boarding process with everyone listening. Then when we got off the flight in Boston, I went to get a chair to push my son with the twisted ankle on and the man told me I couldn’t take it… so my 10 year old had to hop all the way to the baggage claim and I found him a stray one there. To American Airlines- if you are not willing to announce peanut allergies on your flight and to tell people that they can’t eat their peanuts/tree nuts when a child with severe allergies is at risk, what gives you the right to separate them from the person who will protect them. Horrible service.

Not Verified | American Airlines is probably the worst airline to fly on and 20 minutes wifi only. When we can go on Delta and get pretty much 2 hours of wifi time and even still we can regenerate a new url to get another 2 hours. AA needs to get with the tines and get with the program. All 6 of the passengers I flew with (some family) are in mutual agreement that this airline is pretty pathetic just on the situation of wifi usage. Come on AA is that good business?

Not Verified | American Airlines is by far the worst airline I have flown on. They abandoned me and my family at JFK after an 8 hour flight, which they delayed twice and changed the gate of three times. After all that they had the worst customer service, basically telling us we couldn’t make the flight we were connecting to, even though it didn’t leave for another almost half hour, and telling us we had to find a way to get from JFK to LaGuardia, to catch a 11:30 flight the next day. Never fly American.

Not Verified |   I'm writing this for my wife. She has been stranded by American for 18 hours now, and counting. Two cancellations, and then delays. The plane she's waiting on now was late leaving Austin, and is delayed about 3 hours so far. We have to decide if she's just going to a hotel, and I have to drive to Dallas to pick her up. We are about to give up on the idea of American getting her out of DFW at all. We haven't even begun to talk to them about a refund, but I can imagine how that's going to go. Terrible company. Never fly with them. They have tortured her. She's been awake at the airport for 18 hours now, and she is overwhelmed with exhaustion. Don't let this happen to you. Don't fly American.