My husband and I flew in Reagan airport in Washington DC and then we were to supposed to continue on to Pittsburgh on Sunday 10/28/2018. Our flight was delayed 1 hour and 45 minutes coming from Bradenton/ Sarasota although we were never told why. Luckily my husband had chose the connecting flight onto Pittsburgh with a three hour layover or we would have missed our connection. We were told to take a shuttle from one terminal to another. After having trouble finding the exit to the shuttle because it was not clearly marked I was dismayed to see that we had to go down two flights of steep stairs outside to get to the shuttle bus and then up two flights of steep stairs up to get to the other terminal. It was a strenuous activity for someone such as myself who has a disability. After finally getting to our gate we sat down about 30 minutes before it was time to board. When it was almost time to board I stepped up to ask where to stand to pre board because I had asked for a pre board when we checked in previously in Florida. I was completely ignored even after constantly asking and showing them my handicap tag multiple times. An older lady who had not previously asked for a pre board stepped up to the desk and asked for a pre board and did not show a handicap tag. She was immediately let on the plane while I am still standing there being ignored. When they finally did let me try to start boarding we were told that we would had to check our bags. When my husband asked them why they said they were too big when we told them that we just got off the same size plane and we had no problem and have never had a problem with the same bags anytime that we have flown before. I have seen people with much larger bags and no one has ever said anything to them. The guy definitely had an attitude problem and we could see that even before we had to deal with him. When we asked for a manager he kept saying he was the manager (came to find out later he was just a supervisor). When we asked his name or id he would not give us the information and in fact had his identification tags turned so we could not see them. When we asked for his manager or security or police he said he could not get them for us even after asking multiple times. All he kept saying was he had the authority to deny us access to board the plane. He gave our seats away to two of the 8 people that were on standby. We argued with him for 30-40 minutes and yes it was very heated. He has no business being in customer service because instead of trying to defuse the situation he further inflamed things. The two gentlemen that were standing behind us told him that he was very rude when they were boarding and that's why I believe he did not let us on the plane so we could not talk with them. When they closed the door and we knew he was not letting us on the plane we went over to the customer service desk and were speaking to a very nice young lady who was trying to get us on another flight which was not for another 3 1/2 hours and she was calming us down. When He saw that we were calming down he then came over and pulled her behind a partition to further start trouble again. He then called security on us after telling us before when we asked for security to be called that he could not. After speaking briefly with the 20 some year old guy that was supposed to be security we were so aggravated that we decided to rent a car and drive home ourselves. I did not feel safe and felt threatened and just wanted to get out of that airport. I believe when he saw us and our last name he did not like our race or my husband's religion and that I had a disability and we were discriminated against. We will never fly American Airlines again or not ever go to that airport again. I cancelled my credit card with them as soon as I got home and will donate any points that I have to charity. read more

On 9/23/19 My wife and I had a flight to Mobile al.departing at 8pm. It was cancelled with no reason given. I was sent an email and text at 6:29pm that we were being rerouted to Mobile thru Dallas Tx on a flight that left at 5:58 thirty minutes before we received the Text. We were given a hotel voucher for the night and (1) one $12 meal voucher each for (3) Three meals Dinner on 9/23 and Breakfast and Lunch on 9/24 as our new flight was at 1250 on 9/24. We could not eat off of Mc'donalds dollar menu for that. Dinner on 9/23 was 49.78 plus tip. Our Breakfast was 18.56 plus tip Lunch. Our lunch at the airport was 34.98 plus tip. No alcohol was consumed as we are not consumers of alcohol. I also have to pay an additional parking day at Mobile $10. We had 3 tickets to a Paw Patrol concert in Mobile to take our grandson $ 67 each. It took place at 10am the time we were still in Charlotte waiting for our 12:50 pm rescheduled flight. The real issue is trying to explain to a 3-year-old he did not get to see Paw Patrol a show he had been anxiously awaiting because a company has to pay their CEO 12 million dollar a year and some bean counter figured out a way to save a few dollars at the inconvenience a few passengers. My wife is handicapped and had to go thru TSA check again. The extra time standing is very hard on her as she has had back and knee surgery. She also suffers from mental health issue anxiety related and her medicine was on our checked bags as she only had enough on her carry on for the day. There were 2 earlier flights that we were not given an opportunity to book that because I had booked this flight with points which obviously affected the rebooking options. It should be noted that the points used were from being a loyal American Airline customer in the past. I must emphasize from the past as I will only fly American as a last resort in the future. When we arrived at Mobile a day late our luggage was not on the plane. The counter clerk in Mobile was a poorly trained employee that could not determine where our bags were. She provided a 1 800 # and we reported our bags delayed/lost. After I call the number provide it was determined our bags were in the Mobile airport. We were told they would be delivered after 6:30 pm as that was the last delivery run of the day. The next Day Wednesday 9/25 I again called about our bags. I was told they were in Mobile airport and they would call when the lost baggage office opened. There is not a lost baggage office for AA in the airport only Delta has an office to address lost baggage on site. The personal at the ticket counter handle lost bag status as there are employees there at 5:30 am to handle the 4 flights that leave before 10am. I guess multitasking is not a skill required of your employees. Again, I was told my bags would be delivered that day. At 5:30 pm I called again praying my bags would make the 6:30 run but they did not. My bags were finally delivered at 11am CST after calling again Thursday morning. I first tried to file a complaint thru your website. The first attempt I was timed out as I was composing the complaint. I logged on again and this time there was a character limit on your complaint. I am very disappointed that we were used to increase your corporate profits as plane was probably cancelled due to not enough ticket sold to maximize your profit. Just glad everything goes good for your 12 million Dollar CEO. Total additional cost to us a senior citizen living on a fixed income is $290.32. Have a blessed day. Best Regards John Lilley read more

I regret to say that my recent experience with American Airlines was incredibly disappointing. My journey on October 26, 2023, was plagued by significant flight delays and a complete lack of communication regarding my connecting flight in Dallas. I had to initiate multiple calls to their customer service department, but the responses were marked by incompetence and indifference. The reasons given for the delays ranged from crew no-shows to inaccurate weather-related explanations, and I even had a representative hang up on me when I inquired about alternative flight options. As a result, I had to take matters into my own hands to secure an alternative flight, causing me to miss dinner reservations and a significant portion of my vacation plans. This is unacceptable and does not align with the level of service I expected. The return journey on October 30, 2023, was no better, with unexplained delays during my layover in Dallas leading to further disruptions. Customer service on October 31 was dismissive and offered no compensation, insisting that the airline fulfilled its duty merely by getting me to my destination "without harm or injury." The entire experience left me disillusioned. American Airlines displayed a shocking lack of coordination, communication, and accountability. It's vital that they acknowledge their responsibility in these matters. I expect a thorough investigation and fair compensation for the disruptions I experienced. I strongly urge American Airlines to improve their customer service, communication, and accountability to prevent others from enduring similar ordeals. It is my hope that they will take prompt action to address these issues and restore customer trust. I await their response, hoping for a more positive outcome and a resolution to these issues. Update: While I appreciate American Airlines' response and the $75.00 Trip Credit offered, it falls short of addressing the extent of the issues I faced during my travels. The Trip Credit doesn't adequately compensate for the communication errors, delays, and the lack of proactive assistance that marred my experience. As a loyal customer who invested $750 in travel tickets, I expected a more comprehensive resolution. The frustrations remain unresolved, and I hope American Airlines reconsiders a more suitable solution. read more

I flew with AA in March to Dominican Republic this flight went well. However when we were on the way back home. AA lost our baggage in Miami Intl. Airport, that is where we had our connecting flight. Ever since we checked in in this airport service here was terrible. Employees were care less, talking to each other, when they had huge lines of customers. We had 1 suit case that we checked in and paid for, one carry on, and one backpack. Once we came to the part of security screening, they told us that we need to have our backpack and carry on checked in as well, so we could not bring it with to the airplane, which was very annoying because we bought liquor at the duty free in the airport. So we had walk back after we stayed in the line for 30 minutes to get security screening. When we came to check our additional bags which was carry on and a back pack employees were care less, did not give us tickets, or anything, but we did ask them if they knew where it was going, they do not worry everything will be fine and we will get our luggage. So we left, got our secure screening, went to the gate. That is where they rescheduled our flights to a later time, then they changed our gate. So we had to wait 2 more hours. Once got in the airport BWI, we had waited till everyone left from our plane and still our carry on did not arrive. So we went to AA customer service lost baggage department to record our missing carry on suit case. After 2.5 months waiting for a reimbursement instead they told us that we are not getting anything back, not our suitcase with all my summer wardrobe, iPhone and other, nor the reimbursement. This huge airline company and such a poor service. I will be hiring a lawyer, I will write a complaint to Civil Aviation Authority. All the money on my expensive clothing that have been lost AA should be responsible for all of it. The worst service, worst airline company. I will never in my life take it again or recommend to others. And I see that not only me but a lot of people have reviewed them, everyone is complaining. If you can do not use this airline. Worst experience to date. read more

I just wanna preface this review by saying I will never fly American Airlines again as long as I live no matter what. In March, I booked a first class flight to Miami as I typically do every year. This year American Airlines seem to be the most reasonable so I decided to book with them. After getting into the airport, I was physically assaulted by a mentally unstable woman right in front of the check-in kiosk at American Airlines. When I reported this assault to the employees, they looked at me like they were retarded, and just stared. I reiterated several times that I had been assaulted until the girl walks over and engages the employee, requesting assistance with her check in at which point, I clearly identify her, and they still just look at me staring blankly with no response. I then in the confusion went to print my luggage labels from the check-in kiosks, which I was only able to print one for some reason. I then go over to the obese, black woman, standing at the counter and ask her for help when she condescendingly asked me "why didn't you print two" instead of just helping me in the first place. Also, let me say that while I was being physically assaulted by this unstable woman there were. Two employees standing in front of the check-in area, as some sort of greeters, a black girl, and an Indian boy, both of which were making faces and jokes, while I was being assaulted by this mentally unstable woman that they did nothing about. I don't blame them though, that's probably how they were raised likely in section 8 or some other hell hole so I can only hold their parents accountable. The saving grace of this experience was the flight. As I mentioned, it was a first class flight, but the only difference between the first class and economy and business on a 737 max Boeing is that the seats are grouped by two instead of three, and you're sitting in the front of the plane. There are no first class amenities, and I would never fly first class with American Airlines again especially not on a 737 max. read more

The worst experience ever. It took over 30 hours of travel to get these two passengers (including a 3-year old boy) what is typically a 6-hour travel time because of a series of delays - none of them weather-related. The only part of the journey that was consistent was the lack of helpfulness or consideration by American Airlines employees along the way. Below is a list of the delays they experienced as communicated (or not communicated, as was more often the case) by the American Airlines staff. Not once was weather mentioned as a cause for delay. Sunday, 7/23 - all delays for DCA to PHL 1 - took the bus to the plane on the tarmac; told there was no crew. Plane delayed waiting for crew/pilot. - 1 hour 2 - plane swap - 1 hour 3 - maintenance check (flight still supposed to be leaving) - at least 1 hour; no departure time listed. At this point, they rebooked for the next morning. Monday, 7/24 1 - luggage door wouldn't close (DCA to PHX) - departure delayed 2+ hours waiting on the plane 2 - missed flight from PHX to SLC - AA staff communicated that the plane had waited, but when they reached the end of the walkway, another staff said the door had been closed. - 6 hour wait for next flight 3 - plane, captain, and crew delayed coming in (PHX to SLC) - delayed 1.5 hours 4 - gate change and plane change, new captain and crew - delayed another 1.5 hours 5 - new crew needed - no updates on new departure time 6 - new crew needed (again) Finally arrived at midnight DC time - 32 hours after arriving at the airport the day before. When I brought this to the attention of customer service, they did nothing. Absolutely nothing. Cited the "Conditions of Carriage" and said they're not liable for delays. We'll never fly American Airlines again. read more

I had a terrible experience with american airline. I traveled from San Francisco to DC on November 17th 2019. Accidentally I pushed "confirm" key at checking stand and cancelled my flight( I didn't know my ticket was already confirmed.) When it showed "Changed" I asked agent to correct that for me but the AA agent instead of correcting my mistake she printout a late fly ticket for me and pass it to me without telling me what she did!!!! Why I got New ticket!? She caused me lots of troubles.(to AA:you may look at camera and see by yourself) I was asking for help from AA employees but all I got were rudeness and cold answeres with no help. The worse part is customer relation section. My last hope was to call them and I DID!! What a pitty, it is better to call them CUSTOMER IRRITATION!! After many emails and phone calls they offer me 1000 mile back to the account for 15000 we paid!! The AA employee told me it was my fault to did mistake also I accepted the tickets from agent. Don't waste your time to contact them. I am 75 years old with recent serious back surgery and that is why I pay extra for first class to get extra help and attention. Looks like AA dosen't care for their customers. I read reviews about american airline recently. I wish I read it before. I flight with many airlines (International and Dometic) but flying with AA was a big mistake. My advise to AA. Please pay more attention to customers and train your agents to be polite and understanding specially when it comes to problems. read more

Would give 0 stars if that was possible. I was flying from Detroit to Chicago, which is about an hour long flight. My flight was delayed by exactly 55 minutes. Since this was basically the entire duration of the flight, and it was actually faster for me to drive, I called and asked for a refund. Since the flight wasn't delayed by an hour, their policy is to not refund money. They might as well have delayed the flight for 59 minutes just to make it that much more blatant they were entrapping people into not getting a refund. Spoke to the customer service supervisor, she was rude, unwilling to listen and very robotic. I drove to Chicago with a friend, and my ticket for the way home was canceled, without me knowing! Very disappointed and still scratching my head as to how this company is still in business. First and last experience with this airline. Would not recommend. The difference of 5 minutes cost me $300 and the "customer service" did nothing to help, she actually suggested I purchase a different flight for $400, LOL! Worst experience of my life. Don't fly with them. read more

I had last week a flight from CA that was supposed to leave at 7:30 am. They told us that the airplane is not available. I then got a call from AA saying that my transit flight must be changed based on the delay. They confirmed a new transit flight at 2 pm. However, there was again no airplane at CA until 11. So i got a new call saying that my new transition flight is changed to 5:30 pm and it will be to a different airport that is 50 miles away from my house, while the first was next to my house. Not only this, but i was told by one of their team in Dallas that they don't care and i can only send email complaining to AA.... This was his answer when they did not allow me to take my small bag with me to the airplane while they limited this to groups 1, 2 and 3. So i complained that i have to wait again for my bag at the arrival airport after all the delay that they caused and he simply answered: i don't care... Send an email and let Them apologize. They have miserable service read more

Recently, I had an awful experience with American. My work scheduled a last minute retreat and I needed to reschedule my flight, but when I called the agent was completely unhelpful. Delta, by contrast, quickly and easily allowed me to rebook and credited my new flight with my original purchase. When I have gone on other flights the wifi does not work so don't waste your time with the American or GoGo Entertainment apps. The "complementary" food and drinks are fine but I've decided to make Delta my new favorite Airline. read more

Would give no stars if I could. Horrible customer service. Rude workers at regain national airport. You've tried to ruin my vacation before it even started. 2 hour delay because a flight attendant didn't show up. And then you failed to mention we couldn't bring carry on , on the plane. Ill never use American Airlines ever again. Train your employees some customer service skills instead of being rude, arrogant, obnoxious and unprofessional. read more