Was caught in highway construction traffic on way to Milwaukee Airport and arrived 40 minutes before our flight to HI on Nov 10th The agent at the ticket counter (and her supervisor) were EXTREMELY unhelpful as we could not check our bags, since the cut off was 50 mins before a flight. Instead of offering a solution-such as sending bags on later flight, I was lectured on arriving early for our flight!!! This dynamic duo said we should not check in for our flight since we could not check bags! As a result of following the recommendation of the agent (and her supervisor) our entire travel itinerary was canceled-by American- which resulted in us re-booking our flights and occurring huge fees. Luckily, Southwest Airlines counter was near the American counter. They were helpful and courteous and helped us get to Phoenix where we caught our "re-booked" American flight to HI. If it were possible to give this review a ZERO star, I would. read more

Wish I didn't even have to give 1 star . I flew into Chicago on march 24th on the 12 pm flight from Seattle took us over an hour to land . So my ride was pissed. Then I had flight 1228 march 27 to depart from Chicago to San Diego non stop . First off when I went to pay to check my bag I accidentally paid for priority boarding as well. I was told by an employee to go to the ticketing counter and they would help me. As I'm approaching the counter I can hear the ladies complaining about drama going in within the company just having a conversation amongst each other not caring people are waiting inline . Finally I get the agent Ana who was so disrespectful when I asked for the priority boarding refund that I made a mistake and just wanted to pay for my bag . Her response " go online and get the refund it's not my fault you spent your money and didn't read the screen well" I was appalled . No one said it was her fault but she could've showed more empathy and could've been more kind in her approach to tell me how to fix my problem . I told her she was rude and left to go to my gate. I land in San Diego (late) per usual I'm starting to see with this airline . Go to the baggage claim and my bag isn't there. I speak to ronaliza person taking care of misplaced bags . Was told my bag never left Chicago and they'll put it on the next flight so I should have it the next day at night . Still an inconvenience but ok. I call them this morning march 28 2017 and I'm told my bag got sent to THE UNITED KINGDOM!!! And it's getting sent back now to Chicago then to Cali and they won't refund me my baggage fee or the things I've had to buy being inconvenienced without any of my things! Never fly American they are rude and don't care about their customers read more

Observed AA pilot exit plane and stated 'this plane is not fit to fly'. That was the plane we were supposed to board in 30 minutes. AA took plane #1 out of service, of course. We waited 3 hours for the next tiny 2 engine (# 2 plane?) and after boarding the pilot, the same one, announced that there may be a fuel leak and we need to return to gate at Bradley Field. We were not allowed off plane because all staff at airport had gone home, lucky them. After 2 more hours, now it's 1:30am, pilot says he "thinks" we can fly to ORD. We arrive at ORD at about 3am, we were supposed to get in at 8:30pm the prior night. AA, miserable, BUT, staff was apologetic and nice to be around. Too bad planes are sub standard, more like flying Aeroflot in Russia. AA: lack of mechanical expertise, lack of back-up for problems, lack of planning, will try to avoid AA, they are last on my list. read more

What a great airline! Its the only airline that has nice employees and thats proud to bare the name American!

no stars.... I flew Christmas day phl to sfo and it was a disaster. I had a ticket on an overbooked flight, which the lady in philly was nice and got me on a direct flight 2 hours later, when I got on my flight the ventilation was not working it was about 90 degrees in the forward cabin. I got so hot I walked back where all 3 attendants were sitting , which was about 15 degrees cooler and asked to buy water. I got a snide response saying we cant do that and got 6 oz of water. An hour later I hit the button and an attendant came with a cup of water, my neighbor also said he wanted water and we all got an attitude. The attendant never came back for the other customer who was extremely hot. The attendant worked 20 minutes a half hour into the flight, then again 20 minutes a hour before landing. While doing rounds you may buy cocktails but not water during flight on a plane which had no ventilation and ashtrays in the bathroom. after getting attitude the whole flight, on Christmas, we landed in sfo and many passengers had no bags. I complained at the office and had explained all of this to the two employees dealing with all the passengers and was told maybe I shouldn't spend my money there then..... point taken. I wont. when a company wont even accommodate or answer phone calls to those customers who are slighted why would I give them another dollar. This also leaves the employees of the company free range to treat you like second class humans with no recourse for the actions of their own representatives. I personally recommend jet blue or virgin as they treat you as you should be treated when spending 500 plus dollars to sit in a sardine can from the 80s and be treated as such. read more

Congratulations American Airlines on becoming a more expensive Spirit. I booked an early flight last minute at a reasonable rate. I thought the rate low was due to last minute booking....nope. Shame on me for not reading the small print. I got up at 3:30 AM and got in line just in time to surrender my carryon bag for a $50 fee. Savings were eliminated and now I had the added inconvenience of going to the baggage claim to pick up my carryon. First world problem, right? Nope, I was told this could have been avoided if I was an elite member. Unfortunately, I'm only an American Airlines loyalty member with 5000 FF miles; Third world in their eyes. Welp, they got their $50 but now 5000 miles plus whatever the distance is from MSP to ORD is all the miles they are getting from this third class citizen. Good luck to anyone who tries to save money flying American Airlines. Don't forget to read the small print and let me know when they start charging for air. read more

I am currently getting on my plane leaving ORD and heading to LAX. I am one of those people who pack the absolute smallest bag and while I admittedly let out the extra zipper to keep my clothes from wrinkling, I could have easily zipped it up and condensed the bag, but before I was able to do so or was even asked if I wanted to do so, Angela and T.H. arbitrarily made me a bag tag, Dario literally took my roller bag from my hands even after I asked if I could condense my bag, he gave me no option to make my bag smaller. All the while, people loaded the plane before me with actual luggage, huge backpacks and wide laptop bags, twice the amount of stuff I had and they were not stopped. It's not my fault that they let 50 or more people on before me with so much baggage they had to start being conservative when it was my zone to load. They did say over the loud speaker that if we were in Zone 7 or 8 we would need to check our bags but I was in Zone 6 and the first to go through for Zone 6 even though other people from other Zones snuck in ahead of many of us without being stopped. To make matters worse, there was so much left over space in the overhead bins that people didn't need to put stuff under the seat in front of them if they didn't want to. My bag would have fit fine as it did several American flights I've been on before in this size of a plane. I try very hard to be polite and I maintained my cool but I will Never, Ever fly American again. I know these folks get paid little for all the work they do but it's time to start treating people equitably no matter which seat you're in. On top of this, the last three times I've flown American, the flights were delayed, including today by 40 minutes, while waiting for crew to arrive from other flights. Too many times I have been inconvenienced and disappointed by this airline. Back to Delta w glee. Get it together American!! read more

Want to be treated poorly and screamed at upon arrival to the airport? This airline is for you. Specifically this is the airline to treated disrespectfully if you are a member of the admiral club, hold their credit card, and are flying first class. When I do not fly with my aunt who is significantly older than I am, my carry bag is never an issue. I hesitated today to use my points and upgrade because I know every other time I fly the bag is not allowed. Today, A. L Pearson spoke to be about my bag being too big for carry on. I simply asked why I was allowed to bring it on four weeks ago. Please keep in mind she did not greet me and started our conversation by saying "who do you think you are kidding with that bag, you gotta check it." I explained to her I was frustrated because of the treatment as a priority member and the inconsistency. To which she dismissively and loudly stated"go go try and put it in in there." I went to the lady and placed it in and she turned it around to her she shouted "it's hanging over." The nice lady said she was sorry. I have never felt more unappreciated as a customer in my life. Why pay to be berated and disrespected right when you get tot he airport? Should I mention that I am now the gate and two people have much larger bags than I do. Too bad I'm not a man. read more

After being alerted about a delay I called American Airlines to see what I needed to do as I was going to miss my connecting flight. The woman on the phone rescheduled me for a later flight out of San Diego and a new connecting flight out of Chicago. Upon boarding my first flight I had put in a request to the flight attendant who said she would see to it and asked my seat number. No flight attendant came by for about an hour except when they were running by during the quick check before takeoff. Usually flight attendants are friendly and attentive. Not the case this time. Just doing their job apparently. For whatever reason we left late and now landing late. We sit for 20+ minutes with no hope in sight for actually parking. I realize my connecting flight boards in 14 minutes and I don't have a gate listed. Getting nervous at the suggestion of the guests around me I click the light to ask one of the attendants what to do. Again, I'm ignored. Myself and another guest are worried as we don't know where we are going and need to get on our flight- now only 10 minutes left. After moving forward the same attendant that was ignoring me and the other woman, decides to reprimand us. At this point I don't care. It's been a series of negative incidents. Let's just top it off by being treated without any respect. I finally get off the ridiculous flight and find out where I need to go only to get to the my gate and the next flight is late as well. No wonder there was no sense of urgency and no easing the mind of the guests they don't care because we are right back where we started. I will be requesting that the next time I travel for business it not be American Airlines. Traveling is stressful as it is. I don't need to top it off with terrible customer service. The best part of it all is I highly doubt anyone from American Airlines will read as they have already demonstrated their lack of concern. read more

I hate American Airlines so fiercely, it hurts! There are so many reasons, it's difficult to put into words... But I'll try. American Airlines has one of the most abysmal customer service department I have ever encountered. Their frequent flyer policies are horrible, their rude stewardesses make you feel like your are a bother, American Air practices slimmy underhanded ticketing (they charge you nearly double for a flight on Alaska Air if they book it but if you go directly to the Alaska Air, you get a significantly better price; while American will have a different flight number for essentially the same flight to trick you and they have so many fees for every possible scenario,it's dizzying! They behave like slimmy scumbags! They lose your bags and give you attitude about it, FF miles are fairly worthless now, their employess treat you like shit, and when you need to speak to someone, they put you on hold forever (example: I've been on the phone now, on hold, for 23 minutes and 49 seconds). These are just a few of the reasons I hate AmericanAirlines. If I actually took time to list all of the grievances, I would need several hours to point out all of their failures. read more

I have flown hundreds of thousands of miles, and I have never had such an awful experience with an airline. It is such a long story. Because of them I never made it to an important meeting. But the bottom line is that I will never fly on them again. If they are the only carrier that will take me to my destination, I won't go. By the way, after all the rude flight attendants and ticket agents, they managed to completely lose my luggage. It is gone - along with about $2000 worth of personal items. And you know what they said to me? They won't refund the money I paid to have my baggage checked. Are you kidding me? You don't know where my baggage is and you have the nerve to tell me that? By the way, after I file a claim I was told that I have to wait 12 weeks for a settlement. So I headed out today to replace my contact lenses (special order), my prescription sunglasses, my reading glasses, etc. etc. I spent over $1100 today replacing things they lost. I am making sure I tell everyone I know not to travel with American Airlines. They cost me an important meeting and a lot of money out of my pocket. read more

HORRIBLE!!! HORRIBLE!!! HORRIBLE!!! HORRIBLE!!! HORRIBLE!!! HORRIBLE!!! HORRIBLE!!! HORRIBLE!!! HORRIBLE!!! HORRIBLE!!! HORRIBLE!!! HORRIBLE!!! American Airlines lost my bag. After checking with the baggage desk they informed me it was on the next flight in and that they would deliver it to a address of my choosing the next morning. It did not arrive the next morning. I called the number they provided and I am on hold for 2 hour and 11 minutes at the time of writing this review. My cell phone is about to die and I do not have my bag. I do not have my contact lenses case/solution/toiletries. My eyes are burning and dry. I do not have my clothes or my other essentials and NO ONE IS ANSWERING MY CALL. DO NOT FLY ON THIS AIRLINE IT IS HORRIBLE!!!! HOOORRRRIIIBBBBLLLLEEEEEE!!!!!!!!! I cannot stress that enough. (Also the flight was late, I can understand that though due to the weather. Loosing my bag and not answering the phone I cannot.) read more

HUGE shout out to the airline representatives at Reagan International Airport (Terminal C, gate 35X at approximately 10 am on 4/30/17). I had mistakenly shown up at the airport for a 10:00 PM flight at 8:00 AM (thinking it was a 10:00 AM flight, I'm a bit of a dope), but to make matters worse, my wallet had been stolen over the weekend so I had no ID, no cash and no debit/credit cards on me. I approached the desk in almost complete distress in hopes of being put on stand by for every flight to Providence/Boston in the next 12 hours (since I wouldn't be able to eat anything!). They were incredibly helpful and kind, and immediately placed me on the next flight out. I can't even describe to you how incredible it was. I fully expected to be stuck in Reagan for at least a few more hours. In a time where I'm sure you all get mostly complaints sent in, I wanted to make sure some appreciation was shown. Thank you so so much! I only wish I had gotten the two attendants (one male and one female) names, but I was too distracted by my own panic. read more

Will never fly American again, our flight was cancelled due to weather - which is not American's fault; however there customer service to get a new flight was terrible!! They put us on standby for the next day, first flight 6:55 am. We get to the airport and their own agent says to us "They created a new flight to help those whom were cancelled last night at 6 am; however they told none of the passengers so now there is a flight with hardly anyone on it ready to go and all the cancelled passengers are still standby on other flights". Makes no sense why did they not email/text us all and tell us they created a new flight - we would have been so happy. Instead they send us to flight after flight to stand there on a stand by list and never get us on. NONE of their gate agents would help us, just kept sending us to the next gate. There was even someone in line behind us at one gate buying a ticket for the flight we and 20 other people were standby on due to the flight cancellation, and they sold her a ticket and sent the standby people away - it was crazy like they did not care at all. We eventually went to United for help, and they were great, got us seats on a flight that day, worked with American to transfer the tickets. When we told American about the service we received they did not seem to care, basically said "that's the way it is". We'd pay more to fly an airline that cares - avoid American if you can as if you get cancelled they just make you run all over the airport and really don't seem to care to help! read more

Yesterday was my first time flying American, and I was not impressed. My flight from Chicago to London was delayed by about 2 hours without anyone telling us what was going on. On the flight, it took about two hours (12:00 am local time) for them to check on any passengers at all, meanwhile the lights were on the entire time so that it was difficult to sleep. Finally, when they gave us our meals, even though it was horrible (although most airline food is) it was about three hours into our flight. The flight attendants were the worst part though. One of them, an older blonde lady, was incredibly rude and would rush when bringing us drinks (the one time they did in the duration of the 7 hour flight) and then would roll her eyes if we had a question or request. The plane was uncomfortably cold and due to some seat switching, I did not get a blanket. When politely asking another fight attendant for an extra blanket because I was actually SHIVERING, she rudely told me that we could only have the one I got at the beginning. I have been on several international Delta flights (the airline I normally use) and have never been refused an extra blanket or pillow or have been treated as rudely and poorly as I was on American Airlines. I will never fly through them again. I would give zero stars if I could. read more

I booked a trip w/ my husband Den-Cancun on Apr 30, 2017. I woke up w/ a 102 deg fever (the flu) and could barely carry my own body weight to ready for the flight. I insisted he go, but he knew I was not going to be able to make it through a 2 stop trip w/ a 2 hr layover. I called AA advantage to see what they could do. (20 min on hold) No help, just :too bad for you" but let me transfer you to another AA Advantage rep (that's who I called in the first place...I thought:) I only wanted at least the miles for a flight I couldn't follow through with but was very pricey. Fine. After all what I really expected was to have my miles put into my account. On the phone w/ AA Advantage on hold for long enough that my phone was hard to handle as it had heated on hold for so long. FINALLY the MOST rude rep. (refused to give me her name f/ the beginning of our conversation....stuttered, stalled, etc ) just flat out said: So sorry for you. Nothing I can do. So they most def sold my seat as they never fly with an empty seat and rec'd the $$ for MY seat in addition to my $$, and refused to even give me MY miles that I paid for. Their reasoning: " you didn't fly"...Me: but I paid you and you sold my seat to someone else (husband confirmed that the flight was completely sold out). I use AA CC's for biz and personal as primary cards and have been for 20 years. This is one more example of why NOT to fly AA, and will be cancelling cards and moving to another card w/ cash rewards. The airlines (most all) credit card fools could care less about YOU. read more

Took a trip to Costa Rica with points. I haven't flown on American Airlines in probably about ten years (I love Southwest for domestic flights and I like most foreign airlines better for international). I remembered why I don't like American Airlines. I had five legs of the entire round trip. Three of these flights were delayed for over 2 hours. Thats a 40% pass rate. In school, thats a LOW F. Our inbound landing in Costa Rica was classified as an emergency due to a flap malfunction. The inflight TVs are crackly, static laden and still placed in the center aisle. Qantas, for instance, has had TVs in the back of the seat in front of you since before 2009. And the TVs actually work. American Airlines loves to tout there "new fleet" in advertising but the 757s I rode on must have been about circa 1991. I don't think a single plane was under 15 years old. The planes were probably getting close to my age. I would NEVER recommend American Airlines to anyone. I'm a bit upset that I may have to fly American again because I joined the Oneworld Alliance and may have to make another international trip serviced by American. I guess if its free I really shouldn't complain but I would not spend money on this dump of a lemon business . read more

American Airlines you need to learn how to treat your customers and train your staff to do their job right. I had the worst experience on American Airlines. My friends and I booked our flight from Dallas to Montreal with a connecting flight in Chicago O'Hare International Airport. We had a wedding on Friday and the bride was traveling along with us. You can already imagine how important it is for us to get there on time and make sure we get everything ready for the wedding festivities. Our flight from Dallas was delayed and we arrived in Chicago O'Hare International Airport at 7:30 am, once we arrived we got a message saying our Montreal flight got cancelled. We got put on stand by for 2 flights and the last flight we were standby for decided to send our check in bags even after we told the staff to take our bags out since we are not flying. How do you send the bags and not the passengers to Canada? Thank you AA for sending our bags on time and not the bride and her bridesmaids. After all that commotion, one of the AA staff said she booked us a flight for United and we walked over to United and they said we are not on their list. Then we walked back to AA, by then it was a new staff when we asked him, he was so confused because the previous staff was supposed to book us on Air Canada instead she did something totally wrong. We got really frustrated and asked to talk to the manager. The manager was not willing to give a refund, hotel voucher, food voucher or any compensation for all this mess they created. We ended up renting a car and driving 16 hours to Montreal through rain and snow storm. If we had known that they were not willing to do anything we would have left at 8 am instead of 5 pm. We got the bride there but not on time which caused us to push all the events and messed up the entire schedule for Friday. Thanks to AA a whole day was wasted and poor Bride didn't get what she wanted or pictured due to AA lack of customer service. Go with Air Canada or any other Airlines if you are flying to Canada because they were so understanding and willing to do anything in order to get us to Canada. read more

They don't even deserve 1 star. Terrible, terrible service! Connection through ORD today. Rebooked and cancelled 3 times due to "weather". Been waiting around over 12 hours. Baggage service is the worst ever!!! Bald head Jay (because they cannot give out last names) was unhelpful. He was trying to talk someone out of retrieving my bags. That someone gave me a glimmer of hope saying that he would go down to the bag room to get my bags and asked me to wait at carousel 9. Waited 2 hours. No show, nothing. Went back to ask Jay if the guy was still looking. He said " it's been like 2 hours right? I would give up if I were you. ". I asked him to verify if the guy was still looking and he said no. Micah with the glasses (again because they cannot give out last names) said that my bag was in the back but it would take 4 days to have it delivered. What kind of nut house are they running? There was another ticket agent Jay everyone's name is Jay) at The G gate around 8pm. He was so unhelpful and told me that he couldn't help me. Waiting around for my bags, I met a lady waiting 3 hours for her bag because her flight was cancelled to Wisconsin. Another lady's flight was also cancelled to Raleigh. And another on to Knoxville. All due to weather. Amazing that all flights can only land in Chicago! Sad thing is that they can't get our luggage. Never ever flying American again!!! read more

Odd to write a glowing review about a major airline, but I was so impressed with the O'Hare staff that I thought it was worth sharing. I made the stupid and awful mistake of booking the 8:15 pm flight accidentally, thinking I had booked 8:15 am. I had my young daughter with me and we had to get to NYC by early afternoon. We didn't realize the booking error until we got to the gate and saw the flight was headed to Dallas. There was no staff at this gate, so we went to another gate where the line was short. Not only did the 2 nice AA ladies at the Boston gate take pity on us, they reassured us that it happens often and booked us on the 8:20 am flight to NYC, then called that gate to hold the flight and ask if they could find a way to seat my daughter and I together. We made it to the flight and the flight attendants helped us get 2 seats (kudos to the kind lady on the aisle next to my daughter for willingly giving up her seat) together. As icing on the cake, the woman moved to my middle seat, but the flight attendants then found her an aisle seat up front. They didn't have to this for this woman, but took the time to reward her. I have flown over 300,000 miles on AA over the years, and have not ALWAYS had great service like this, but have experienced similar attentive, kind gestures from them. When given a reasonable choice, we always fly American and feel they get a bad wrap often for factors out of their control (weather, congested airports, etc...). Thank you American for taking such good care of my young daughter and I on an important weekend! read more

Just flew with U.S.Airways who are merging with American Airlines! On our Flight from Kona to Phoenix our seat assignments were changed at the last minute. We purchased our tickets with the assigned seats in February! They had our family of 4 sitting in 4 separate rows even though 2 of our Children are young. We were able to get Our family back in a row together but, further back in the Plane. Since they started charging for baggage everyone is bringing carry-ons. They asked us in Kona if we would be willing to check in our carry-ons free of charge. We politely said yes. On our second leg from Phoenix to Chicago our seat assignments were also changed ! We went to U.S. Airways Customer Relations in Phoenix during our layover to get our family back in our assigned seats. We were told by the Airline Employee that they have the right to put us where ever they want us to go! After arguing with this person for ten minutes She revealed that two over our seats which were Aisle seats were sold to people who were willing to pay the $89.00 extra charge to sit on the Aisle. We ended up with 2and 2 middle / window seats 10 rows apart. The Icing on the Cake was the Carry-on bag we checked in was damaged beyond repair and U.S.Airways after several attempts to have them reimburse us for the damaged bag told us they will not Reimburse us. $4000.00 in Airfare and they can't replace a $79.00 bag that they damaged. No good deed goes unpunished. Dont ever take their offers.I will not fly with them or American ever again. read more

VERY POOR CUSTOMER SERVICE! Our flights were booked and seats chosen months in advance. On both of our trips, the flights were changed and we no longer had the seats we had chosen. Also, we almost missed our connections. They do not allow enough time between the connections. On our last trip, I ended up with a middle seat and the man on the aisle sat on half of my seat and me! The plane was full so I could not ask for my seat to be changed. I could not move... I am right handed... Could not use my right hand... Could not put my tray table down (the man in front of me reclined his seat.) Ended up going to the ER, being tested for a blood clot, strained leg muscles, etc., etc. I purchased a seat on American Airlines not half of a seat!!! When I contacted the airline, the customer service agent "Ebony" told me she "shared my concerns with the appropriate management for future improvement." Oh -- she also asked I give them another opportunity to welcome me aboard and the chance to provide me with a more enjoyable flight!" Not even a travel voucher... These discount airlines are all pathetic. read more

I planned on taking the kids to West Palm Beach on Tuesday morning. The governor of Florida declared a state of emergency with Hurricane Matthew coming so I cancelled my flight. I can't bring my children into an area awaiting a Category 4 hurricane. I was told by Destiny that my $236 tickets would each be charged $200 dollars when I used the tickets within a year. Destiny also told me to watch to see if AA would issue a statement about the storm thus waiving the fee and rescheduling my flight. AA issued the statement on Tuesday afternoon. So, I called to use my tickets without the fee and was told that the flight I was scheduled on made it Tuesday morning. I reminded the agent (John) that the state was already a state of emergency and told him I couldn't bring my children there safely. He told me I could have taken another flight somewhere else. We generally fly AA. I didn't change my plans or decide not to go on the trip. Florida was evacuating the area. We are very disappointed in the service and the rudeness of Agent John. Destiny tried to offer advice and assistance. I followed that advice. read more

American Airlines is the worst airlines I have ever flown. Upon waiting for my luggage after a flight from Miami to Chicago, I come to find out that my luggage was not put on my flight. I was told from the American Airlines worker at the baggage counter that my luggage was confirmed on a flight later that evening and the bags would be brought to my house that night. No bags arrived at my house that night. The next morning/day I contacted 20 different baggage claim "reps" and I was told they didn't know where it was and that it was not in Miami or Chicago. Long story short, I spent three days on the phone with american airlines, which provided no help whatsoever. All I was told is that I would be contacted if my luggage was found. On the fourth day of having no luggage, no toiletries, no shoes, etc., I checked the website and it said my luggage arrived at Ohare at 10pm that night and I would receive my luggage within 6 hours of its arrival. I did not receive my luggage until 24 hours later and when I did, my luggage was torn and ripped. In order to receive my luggage, I had to sign a paper when it was brought to me. So when I called to complain that my luggage was torn, they said there was nothing they could do because I signed the paper in order to receive my luggage. What nonsense! Worst experience I have ever had with an airlines. I will never fly american again! read more

I'm only even rating them one star because I have to choose something! Otherwise I would do negative. Their customer service is absolutely horrible and disgraceful and if I was a part of their business I would be completely embarrassed. They were rude from the supervisors down to the agents. The motto should be pay a lot for nothing and we'll continue to rip you off repeatedly through your experience! I'm paying $150 to use my miles that I've already earned by unfortunately flying on them for previous trips because I need to change the itinerary. It's insane! I'm paying for a free trip twice! Then they had the most illogical argument of well our loyalty program is a privilege! Crazy! Yes it's a privilege to be treated badly and ripped off by your airlines! I'd love to see American get rid of their program in this competitive environment and see how long they last. Be original American Airlines don't give the people what they want take a stand, sounds like an absolutely brilliant business plan and the key to success. Oh yeah how many times have you declared bankruptcy, your track record is impeccable! You're full of great ideas! read more

Buyer beware! Citibank and AA are flogging a new Executive World Elite credit card that offers Admirals Club access for you and family and guests traveling with you. The card has an annual fee of $450. Pretty much what you get if you just sign up for an Admirals Club membership and have a normal Citibank Gold AA credit card. The hook was that they also made you believe you could add your spouse or domestic partner to the account and they could enjoy the same privileges. Now that seemed like a nice perk for committed customers of both AA and Citi. Unfortunately, the first time my partner tried to use his card traveling with his sister, they were turned away at the club. The agent telling them that I had to be with them. After explaining that was not our understanding of the program they were told by the Agent that they understand. Many people have been complaining about the same bait and switch, and they were working on a fix, but today there was nothing they could do. Nothing they could do even though my partner and his sister were both flying on paid first class fares?? I filed a complaint and was told someone would be contacting me, but that was about 3 months ago and no follow-up. I guess this is what super airlines means to customer service after the mergers. No competition = no service. If this is how AA treats frequent fliers who pay for first class fares, I'm through with them. read more

I do not like to give negative reviews, but I have so often been helped myself by the reviews of others that I feel it's my responsibility to report real and systematic incompetence. I have been a frequent flyer with US Air long enough and often enough to be silver status. After my current experience flying from Philadelphia to Albuquerque, I will not fly with either US Air or American again. They are entangled with one another now and it is impossible to deal with either. US Air booked half my flights on US Air and half on American. They booked my ticket to the wrong last name. To straighten out this mistake I spent most of the morning yesterday calling first one airline, then the other, then the first again, etc (47 minutes on hold with one call) to try to get the booking changed. Although the personnel on the phone were polite and well spoken, the 6 I talked to all differed about what I should do. This morning my husband and I actually drove to the airport to physically change the ticket. We went to the US Air terminal first, then to American. Neither of the very nice people there could help. They don't have the knowledge or the authority. I leave at 7:45 tomorrow and have no idea what will happen when I try to get on the plane with a ticket that doesn't match my ID. Bottom line: DON'T FLY WITH AMERICAN OR US AIR. THEY ARE BOTH IN TURMOIL AND GOD HELP YOU IF YOU GET CAUGHT BETWEEN THEM! Delta seems like the best choice in an industry which is depressingly incompetent. read more

Bait and Switch!!!!! Too bad negative stars are not possible. Yesterday, I purchased 20,000 miles ($660) to give me 120,000 miles so I could buy 2 round trip tickets for my wife and I to fly from LAX to Zagreb, Croatia. 4 legs at 30,000 miles each. No problem right. I looked at the stated fees and all they mentioned were fees relating to Caribbean destinations, India, etc., plus some minimal transaction fees. I was ready to pull the trigger after entering all of the necessary information when I find out there are nearly $1600 in fees that they are going to add. WTF?? I had checked the fees prior to my purchase and thought this will work out. NOT! Plus, the fees are not stated until the very end!!! I called them up and after talking to 4 people and waiting on hold for at least 90 minutes that the transaction is not reversible and this is stated in the Terms and Conditions! That is BS! This is like buying a car and after agreeing on a price the sales guy tells you the wheels and tires are extra! So the last bozo that I talked to, a supposed manager, said I was out of luck. When I asked to be transferred to the CEO she said he did not receive calls. I said BS. Guess what, I talked to the executive office and someone there is supposedly reversing the fees. I am waiting for the credit to hit, and will raise holy hell if it doesn't. Don't ever try to use free miles if you go to Europe!! read more

This whole day has sucked thanks to American. Left BWI late, then SAT ON TARMAC in Chicago for 30 minutes with no gate available. Ran our asses off to get to connecting flight-- which they had just shut the doors and refused to let us on. TOLD US BY 2 PEOPLE we were CONFIRMED for the 1230 flight. Got to that gate and was told we were standby 3 and 4. Did not get on that flight. WAS SPOKEN TO VERY RUDELY BY COUNTER PEOPLE. ASSURED, ALL STANDBY would get on next flight. Now we are NOT on the next flight and stuck here to POSSIBLY get on the 8:30pm flight. Left Delaware at 3 am and will not arrive to Vegas until about 3am (our time) tomorrow morning. Will miss all meetings and activities planned for today. I had the option of coming straight through Southwest, but TRIED American Airlines instead. This absolutely sucks. Would have been a bit less painful if we hadn't be so absolutely RUDELY TREATED and just plain LIED TO OUR FACES. read more

We arrived at Tampa Airport for our flight back to Chicago around 12pm on Sat, Aug 20th. Prior to check in our flight had been delayed an hour. Shortly after check in our flight was delayed again another hour. This happened three more times throughout the day. All together we waited at the gate for almost 8 hours before they officially canceled the flight. At no point did the gate personnel attempt to brief the passengers until it was already too late in the day to rebook another flight. Once the plane did arrive, there were no Pilots left or available to fly it. American Airlines Flight 1514 officially cancelled. We were then given hotel vouchers to Crown Plaza Hotel in Tampa. This hotel was absolutely disgusting. The room reeked of cigarette smoke and we found a blood stain on the sheets of the bed. The hotel bar on the first floor blasted loud music all night long while we tried to sleep. Until 3 AM. Unacceptable. The next morning we left to get on our rebooked flight bound for Washington D.C. then on to Chicago. The first leg of the flight was fine. The second leg(D.C. to Chicago) after we had all boarded got delayed once again for almost an hour waiting for a pilot. All toll we were in transit or waiting to be for over 26 hours and it was one of the most uncomfortable experiences my wife and I have ever had in regarding air travel. read more

American Airlines SUCKS!!!! Was trying to re schedule my Mom's flight back to California for Saturday June 25 because of an emergent admission to the hospital....called airlines reservations dept and was transferred many times, waited for how long my mom's doctors had several rounds and visits in her room already....finally got an agent , and all she had to say is call your travel agency (which Is priceline) - they can help you there! :(...actually before I called AA I looked at their website for their rule and policies, so is Priceline rules....but then I have to try and shoot my concerns with them right? so, there I called Priceline told me to change a flight I need to pay $150 plus $30 service charge plus the difference between the ticket price I already paid to the new price on the date I want to travel, so coming up of paying more than double on what I paid, and all I am asking is to reschedule it in two weeks till my Mom got discharge from the hospital and gain back a lil strength to travel. price line answered me back of airline rules and policy and to call airline directly...so again, called the airline repeated all same infos and concern, but told me their is Jo exemptions to their rules, emergency hospitalizations or whatever reasons are, AA collects $150 for flight changes plus difference of ticket price period! I told them their rule is a bullshit, they are so Greedy and inconsiderate....they can still sell that seat I'm canceling and still want me to pay more! REALLY! No more AA for me and my family . Ever! Actually it's a zero star for AA! read more

First experience with AA. Haven't even flown yet and already I feel they thoroughly SUCK. Terrible customer service on the phone when simply trying to find out my seat numbers. False information given includes: told me they were changing me to window (did not). Told me they couldn't help me with the leg flown by a different partner airline, which is fine, but then gave me the phone number of wrong airline. A call back to AA to get the right airline also confirmed they did NOT change my seat and couldn't. Was told I could do so at the airport. Airport tells me they can't do it until day of flight. I give up and decide to at least try to get some points out of them since this is a long flight... their web site SUCKS. Errors pop up at every turn. I finally get my AAdv number and then go to put it onto my flight. Site won't let me add my AAdv number without adding a passport. Really? I quit. Hope the flight isn't as bad as the horrible pre-flight experience. Will follow up with details after the trip. read more

We flew AA to Hawaii last month. I rarely fly anymore and will not fly AA as my first choice in the future. I was amazed at the lack of interest of the attendants on all 6 (six) flights it took to get us from Atlanta to Kona and back to Atlanta. They spent most of their time asking for trash or talking to each other and they seemed bored. I saw smiles one time and it was because of one of the gate agent's actions. Three of us had identical carry on cases but the agent at the gate of our last flight home had to make sure my mother's would fit in the size rack, the rest of us were waved through. No other gate agent on the other 5 flights had even questioned the bag size. AA needs to do some maintenance in the cabins, of the six flights we were on, not one of the planes were in very good shape. Every seat we had was either broken, the tray was broken or the magazine pouch was broken. The seats were so worn they were threadbare on the corners on a couple of the flights. The restrooms were not clean and smelled. The counter agent in Kona was very helpful and I wish that she could give the rest of the American Airlines attendants and agents classes on how to treat customers. read more

Planned trip to New Orleans well in advance on American Airlines ("AA"). No problem in the outbound flight. Great time in N'Awlins, it's a rockin town. On our return date AA notified us the flight back to Miami was delayed. Got to MSY Airport. Rolling delay notices came one after the other. Finally reached the boarding gate but no agent visible. A notice on the airport electronic board was how we learned that the AA flight to Miami was "cancelled". No AA employees or supervisor anywhere in sight. Trekked back to the AA ticket counter. There an AA agent named "Allan" was thankfully helpful. He said no available seats on AA until late at night the next day. This was unacceptable. Both my wife and I had work commitments back home. AA agent re-routed us for an early flight the next day on Delta via Atlanta. I asked for hotel voucher and was flatly denied. Denial was on the basis AA's cancellation was due to weather conditions. I said, "weather looks fine here", but apparently not so good where the plane originated. Not sure if my rights were trampled. Offered an AA discount voucher in a "flea bag" hotel near the airport. I had to pay $55 for a room in a hotel that should not charge more than $39/nt., that's how bad this place was. Not sure why AA could not put us up in a decent hotel on their nickel. After all, they cancelled the flight, purportedly due to weather, screwing up our travel plans to get back home. I suspect the cancellation was an economic decision by AA. Our flight MSY/MIA had very few passengers. Not happy with American. This airline has progressively declined in service level over the years. Due in part to (a.) its unhealthy economic condition and (b.) its soured relationship with its own employees. The employees are unhappy and it shows. If American and/or its employees think they can continually abuse passengers with bad service, they are horribly mistaken. Bad service, worn equipment, unwarranted fees adds up to disgruntled passengers. The AA passenger will look elsewhere for travel options, if necessary. AA will have a difficult time surviving in the extremely competitive airline environment. Living in Miami, I have few choices. AA controls 70% of the air service in and out of MIA. Flights are available and cheap out of Fort Lauderdale. That option is looking better every day when compared to AA. Good Luck American ... you'll need it. read more

This is the least family-friendly airline I've experienced so far (out of the major airlines). We efficiently packed a small carry-on suitcase to save money, so when they offered to do free bag check to help save space on a full flight, we threw an extra sweater and jacket in the suitcase to make things easier....we got huge attitude for that because we opened the extender and that made the suitcase suddenly not fit in their carry-on size tester. Really, is it that big of a deal??? We also have a double stroller that we always travel with...and have always left folded right before we boarded and it was tagged and taken care of. We got attitude for that too...saying we needed to check it because it was too big. NEVER had a problem with that before, either. On the flight to our destination, we had seats in the bulkhead...great for families with little ones that need to stand a little. I let my son sit on the floor with snacks and toys, and got attitude for that as well, saying I needed to keep him in my lap at all times (he was never in the aisle or disturbing anyone else, nor was the seatbelt sign on). So that turned an otherwise peaceful flight into a nightmare, for nothing. To top it off, it was a 4 1/2 hour flight and you don't even get a micro-size bag of pretzels anymore! Thank God I packed plenty of snacks for the family. So yeah....they're determined to squeeze every penny they can from you and give you major attitude, for nothing in return. It's basically a smelly, rude taxi ride in the air now. read more

I am a regular customer and I have always been satisfied with the customer service they have provided me although my recent trip from O-hare Chicago to New Orleans on Thursday August 14, 2014 was not so great. The crew came late and we didn't board until 2:15 pm when it was supposed to be 1:35 pm and when we got to the plane, due to the heat outside everyone opened the air condition and the plane was extremely cold, I have anemia so I asked the flight attendant to provide me a blanket twice and I never got it, plus raw #13 did not get any refreshment as well, I had to go to the back and asked for it and to top that the luggage's came 30 minutes late and i missed my medical school interview because of all the delays. I have always had a great customer service besides this experience. I am not happy and whoever is in charge should take a look at this situation. and i need to be accommodated for this horrible experience. read more

So due to the disaster at O'Hare, the ticket agent could not find any flights out of O'Hare or surrounding airports to Philadelphia which 5 of us needed to get to a wedding on that Saturday. Our flight doesn't even get cancelled until 10am when we were told we would be boarding and ALL other flights had been cancelled early that morning, which gave those passengers an advantage of finding another flight out. After doing extensive research I found flights out of Milwaukee but one leaving on a different airline and returning on American. The one way trip on American was $543.10 each when round trip was approximtely $350 each. A one way ticket on Frontier was only $175 each!! I asked that they please price match each ticket for the original AA ticketing price and they turned me down. How nice! Not only did they get their original ticket money back but they made close to $1000.00 profit! I guess they needed to find a way to make some money after all the money they lost on cacellations. The plane also had mechanical problems so we had to get onto another plane. Take off 2 hours late. Once we get to Milwaukee, there is no terminal for us to pull into and are stuck on the plane anouther 30 mins! Worst trip ever. read more