American Airlines has recently become my air carrier of choice for work travel. The 45 minute cut off for taking bags was a bit of a change from when I used to fly Delta exclusively, but it's not that big of a deal. The crew working for AA does a good job of keeping the customers moving and getting them on their way. They are patient (which working behind the counter requires you to have some thick skin) and friendly. Also, I'm very glad they have inflight wifi entertainment now! Safe travels! read more

On the way home! We got here safely and had to do a go around when landing on Tuesday night. Today weather is forcing delays - but hoping and praying for safe and friendly skies on the way home. American is good to provide updates and courtesy communication quickly and professionally via the app and email/text and also at the gate/counter. read more

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Terrible experience on American. First they left my bag at Heathrow so I arrive in Philadelphia with no bag. Then we get to Cleveland and waited on the tarmac for an hour. No apologies. Some flight attendant gives the entire plane a lecture on manners and not being rude. There was no service given on the flight from Philadelphia to Cleveland so all we got from the flight attendant was a lecture. read more

As a father, there is nothing worse than hearing your daughter call you from her honeymoon in tears. This was supposed to be one of the happiest times of her life, but instead, American Airlines turned it into a nightmare I will never forget--or forgive. First, her plane was delayed on the runway for two hours. When she finally landed in Philadelphia, she and her new husband rushed to their connection, arriving on time. Yet unbelievably, the plane had already departed earlier than scheduled--at 5:45 instead of the listed 6:10. They knew it was her honeymoon (she emailed the airline months in advance), and yet the plane left early, stranding them. After being stuck on the phone for two hours trying to rebook, they finally got on another flight. But instead of the upgraded seats they paid for, they were separated, sitting apart on their honeymoon. On top of that, they never received the kosher meals they had requested months earlier--so they went hungry. And then came the cruelest blow. While everyone else on their flight received their luggage, my daughter and her husband did not. Their bags were inexplicably sent to Missouri--when their flight left Philadelphia for London! They had a full three hours between flights, but somehow American Airlines failed to load their luggage. Worse, my daughter's vital medication for multiple sclerosis was in those bags. The airline had specifically advised her to check it in, even after she explained her condition. Without it, she risks relapse and could require an infusion. She spent days in London and Greece desperately calling American Airlines, only to be hung up on or ignored. No one responded to her emails. She was left without her medication, without clothes, and forced to pay out of pocket for international calls, taxis, and replacement essentials. She lost time, money, and peace of mind--all on her honeymoon. My daughter has MS. American Airlines knew this. They knew it was her honeymoon. And yet, through negligence and utter disregard for basic human decency, they ruined what should have been the happiest trip of her life. I am beyond disgusted. I will never again fly with American Airlines, and I will tell everyone I know to avoid them at all costs. No family should ever have to go through what mine just did. They don't care about their customers, they don't care about their promises, and they certainly don't care about people with disabilities. American Airlines--you turned my daughter's honeymoon into hell. Shame on you. read more

Another excellent flight on AA! We flew in from DCA and were both upgraded due to status, which was nice, especially on these smaller planes. The rampers were quick in getting out valet'd bags too, they were the first two unloaded. Then, upon leaving, there was only one first class seat left and the GA called my call to ask if I wanted it, but since I was flying as a couple, I gave it to the third in line (as my spouse was #2). The staff was helpful and friendly on the way out and so were the FAs on board. All airlines have issues, you need to find one and deal with the good and bad and overall, AA has done great by me. This was my last of 60 flights in 2024, so I might not travel a whole lot, but I do travel quite a bit and I'll continue to happily use AA! read more

I fly American a lot but I going to stop. There is no excuse for Lying and rudeness. What happened to being honest and kind? On my recent trip I checked to see if My roller board would fit in the overhead and it did. I even rolled it on and it did fit. They pulled it out and checked it saying it was a fine. On this flight back she said it would not fit and was soooo rude and angry. I promise I was not and should not be trashed that way. I said it did fit. Was there a fine or something ? And she just have me The meanest response and said NO IT DOEA NOT FIT! Come on tell us the truth and have a little compassion. I am 72 and bag on top of my roller boarding heavy. Be Kind and let us know ahead I can't take it on for the honest reason. And then offer to help, ask what my issue might be. Be human instead of nasty. American you may have better prices but you need more Honesty and better staff. Sad read more

Would put zero stars if I could. They made us late to our flight because it took over an hour to check our bags. We have two people that got on the flight because they are in wheelchairs, and are over eighty that now have to handle the luggage for four extra people, and they also don't care that we have a medical machine for one of the people that are on the plane. Terrible airline never flying again. Listen to me and save your time and your money by not flying american Airline's read more

Thank you American for getting us home when we were cancelled by another airlines. It was such a long day getting delayed, delayed, delayed, and then finally cancelled by another airlines. American was able to squeeze us in and get us home. What a great flight too. The pilot flew that plane wonderfully flight 711 from Ft. Lauderdale to Cleveland. Thanks so much for the great service. read more

Completely disappointed. No accommodations for us when we reserved A flight and yet for cancelled and then was put up in a low class hotel and THEN was told we would be going home only to find out that all that was a lower lie. WTF!??! read more

Just sitting short short of the gate for 30 minutes with no explanation. What other business get away with this crap

My third choice when I have to fly. There customer service is just not as good as the other airlines, especially the major ones. Inconsistent as well. Some flights have pilots that communicate and some don't. Some stewardesses are nice, some aren't. Disappointing is a good word. read more

The 737 I flew on was amazing ... but the crew was friendly and courteous! The seats were so comfortable and the TVs are a nice added touch! Thank you American Airlines for an all around great experience!!! read more

Pamela made my travel from CLE to DCA an absolute nightmare. She was the woman checking our tickets as we boarded the plane. I was traveling alongside my nine year old daughter. We each had a rolling suitcase and smaller bag on top of them. Pamela told me I was not allowed to board the plane unless my daughter pushed her own bags (down the carpeted ramp and onto the plane). My daughter is all of 50 pounds. I had just pushed my daughters bags through the entire airport along with my own as she carried her blanket in her arms because it was too difficult for her to push across the carpeted areas. The woman literally wouldn't let me board the plane unless my daughter pushed her own bags and I just told her that's absolutely ridiculous and she refused to let me board. According to my daughter, Pamela even grabbed my daughter's hand and tried to place it on her suitcase. I take at least 30 flights a year a handful of which are with my daughter and I have never once heard anything like this. Before this interaction with Pamela, I had witnessed her be snappy and rude to two other travelers. She was absolutely nasty and unprofessional. I already wasn't a big fan of AmericanAirlines and I will do everything in my power to never fly on American again. So disappointing, Alaskan, Virgin American, Virgin Atlantic, and Jet Blue are leaps and bounds better than American. Considering the price to travel these days you'd think they'd be my focused on making travel. I'm on enjoyable experience. I would rather drive ten hours than experience flying on American again. As the plane was unloading, a couple passengers asked if we were OK and said they witnessed the whole thing and that we were totally in the right and the woman was out of control. They encouraged me to complain, and I assured them I definitely would. read more

Flight Attendant was a bully. Made me turn off my volume to my cell phone. i said did someone complain because I'm thinking there so much white noise that it probably gets drowned out. Anyway she passes and then backs up and says yes. I'm thinking this lady is a liar. And i said to her whats the problem you can't tell that i complied with your directive. " Do you hear anything" then she makes some statement and demands that i say Yes or No. i said "I Did" evidently not good enough. She demands that I respond YES or NO or she is going to the captain. What a control freak bully. read more

3-20-22 Landing in Cleveland at 4:45p got to gate To disembark 5:30p. Poorly run operation.

I fly American every week. ILOVE being delayed on Friday nights coming home only to sit on the Hopkins runway looking at my gate! I get 48 hours home a week and you find a way to rob me of a portion of it. read more

Old planes, rude customer service, employees not even at the ticket counters at all, pilots with poor flying skills No idea how they're still in business. I have only used them when I have no other choice in airlines, but I won't even do that after my last experience. If I need to get from Cleveland, OH to San Angelo, TX again (AA is the only airline into SA), I'll just drive the three hours from Dallas. read more

American Airlines - No employees during hours of operation. - Airlines Near Me - Cleveland, Ohio

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"Cleveland ain't that far, why don't you just drive there?" - Kia, AA Staff member If I could give 0 stars, I would. American Airlines is the worst. I'm not just taking about the representatives, I'm not even talking flight delays- I'm talking about their broken fundamentals on customer service. American Airlines does not give a DAMN about whether you get to where you need to go or not. My girlfriend (who is Chinese) gets sent to Chicago because of a canceled flight (which is not the issue) and when she says she has to get back to Cleveland, the rep says "why don't you just drive back to Cleveland, it ain't that far. I got a car, use it." She was also asked "why you need and English man to help you" (referencing me when they over hear her speaking to me on the phone). I've contacted every form of customer service I can and they ALL go back to cancellations of the flight rather than the poor service we were given by their staff. After speaking with a customer service rep on the phone - she had the audacity to tell me that none of their reps make judgment calls because everything is taken care of by their system - further cementing the fact that they don't care about you as a human being. She then said there was no way American Airlines could stay in business if they accommodate people who's flights were cancelled totaling ignoring (or is otherwise ignorant of the fact) that in Europe, it's required that airlines accommodate patrons that may need to stay the night in the airport. Truly- they have made NO serious attempt to empathize with our situation and offer resolutions. They continue to blame us as the customers and WILL do the same to you. read more

American has had my business many times. This time it was for my six year old son max. He was flying as an unaccompanied minor. It was horrid, seemed know one knew what they were doing. After giving me a ticket and letting me to the gate ride Debby came and told us my son did not have a seat his unaccompanied minor fee hadn't been paid. They were unable to take payment from his mother who had booked the flight. After 20 mins on hold she reminded us he didn't have a seat, and told us it's our problem. I agree it is but American offered no solutions to help and poor customer service only threw gas on the fire. Southwest has a great unaccompanied program, my son has flown with them dozens of times. Please use them, maybe one day American will get better system for kids until then stay away! read more

Had an overall pleasant flight with AA. The flights were all on time, we felt that the staff was very friendly, and our pilots were great. Overall we were in good hands. Our first fight to Dallas was on one of their newer planes. It had lots of leg room and individual TV's at every seat with one complimentary show. It was disappointing they did not offer more options for free like some of the other airlines we fly. The second flight was on a really old plane but was still quite pleasant. The biggest frustration was not necessarily with AA but with the baggage claim. For some unknown reason they only unloaded half of the luggage and then you had to wait an additional 30 min to get the remaining. read more

Zero stars, this is the worst customer service and rude employees. They just delayed the flight because they don't have crew available because of rest requirements. They won't give restitution since they broke the contract. The phone line was a joke--never again, I will pay double to ride with someone else read more

I'm fortunate to have racked up some miles with American. The ticket and gate agents are always polite and friendly at cle hopkins - nice :) Flying with them, t's mostly a good experience, on a good day, hopefully getting lucky and sitting next to someone under 200 lbs, prefferably a woman .... always nice again (they tend to share the arm rest and not sit on you.) Maybe getting the occasional bump up to first class .... ahhh. I prefer to fly with them over most other airlines. Other than that, flying is ... what it is. Thumbs up AA! read more

My first time flying with American Airlines and I gotta say, I'm quite satisfied! I had a flight from LA to Cleveland with a connecting flight in Dallas and the one from LA to Dallas kept getting delayed due to a storm. This meant I would've missed my flight back to Cleveland. I was afraid of getting stuck in Dallas if I kept my flight. One of the employees understood my concern and was nice enough to change my flight completely. Instead, I traveled to Chicago then Cleveland, away from the storm brewing down in Dallas! It was such a relief. He even gave me great seats on the plane with plenty of leg room. I'm glad the employee was able to help me get home safely and on time. I'd definitely choose American Airlines again. read more

American Airlines - so much leg room - Airlines Near Me - Cleveland, Ohio

Never buy any miles from AA. It is a shit. I bought 40 thousand miles online, which costs me more than 1000 dollars. Guess what? That's not all. When I order a ticket to London, it will cost me 60k miles, plus 700 dollars! The total price for the ticket is more than 2000 dollars! More expensive than ordering directly online, from Kayak. Those miles are totally non-refundable. So I just keep a pile of waste in hands. Nothing useful. read more

They showed me tremendous disrespect by ignoring me (regarding a valid complaint over an unused ticket) and instead tried to shunt me off into a virtual cyber dead-end where they sent a stock email. When I told them that that was unacceptable, their supervisor first LIED TO ME and told me that an agent from Customer Relations would call me, as it was physically impossible to call their Customer Relations department. Instead to that happening, they sent me a stock email the next day stating that they had reviewed my case and could not help me......even though I had never even been given the chance to express myself to Customer Relations, either verbally or by email. My opinion is that their conduct was vile, dishonest, and that taking my money without providing valid recourse regarding ticket changes borders on criminal. read more

By far American Airlines is the worst company in the world( I came from a developing country and there is nothing like this) out of four flights this weekend one got cancelled-no notification was sent- 3 were delayed fir at least 2 hours. Tried to call, the hang up due to "increased volume of callers" their website is equally inefficient. I would never ever fly with them at all! read more

I am both a customer, and a stockholder of this company, and I am startled by the lack of efficiency seen with this airline. There are many other airlines to choose from that will not delay flights, or have you wait on a plane for multiple hours before taking off. read more

Flight was delayed because we were waiting for a plane from an area with bad weather. I totally get that. Wasn't too upset because nothing they could do. However, my options were 1) wait for the flight; fly to my connecting city and be "on my own for a hotel" at 11pm in a city I don't know (they didn't offer to put me up, provide a food voucher -nothing); or 2) stay where I was, at a hotel that would be discounted (not comped, like I thought it should be because it wasn't my fault I couldn't travel as expected) and fly out the next morning. I chose option 2 and everything the next morning was fine. I was really anxious because I was doing this on my own, but overall I guess it was ok. There wasn't a lot anyone could do to change the situation. The flights were fine - tiny planes, but I wasn't traveling that far. I'd definitely fly American over Frontier any day of the week. read more

I am so sick of American Airlines in Cleveland. When we arrive, it is a minimum 30 minute wait for luggage. Every time. And when the bags come out, there is no priority given to Priority luggage. Now we're about to leave and some clown comes on the plane and says "Oh sorry. We don't have any meals for you." Why do you charge so much for 1st class if you can only provide 2nd class service in Cleveland? read more

I would never recommend anyone to fly American Airlines. I'm in the process of working with my company to cancel our corporate account because of the experience I just had. On 6/17 they flew me and my family to Laguarda Airport or our connection flight knowing they didnt have a pilot for our flight to miami. This cause us to miss our cruise because they couldnt get us there for 2 days. They also couldnt get us home to cleveland for 2 days. They wouldnt give us vouchers for hotels and told me to pay for it and submit for reimbursement. You cant talk to a person to do this you have to fill out an online form. they have sent me genic response with a $125 travel credit both times I have submitted the form even though my expenses are closer to $2,000. The email they send you, you cant even respond to so I'm out $2000 because of their issues with flights and I missed my families cruise costing me an additional $7,000. read more

This airline is the most frustrating airline we have ever dealt with... What major company has NO customer service phone number? Any issue you have is handled by email and their responses are impersonal and stock comments... We have a problem with getting reimbursed for a hotel and cab fare offered to us by airline because of an overnight delay... Now they are denying the reimbursement... What makes it more frustrating is we can not speak with a person... Reservations supervisor says they have no way to talk with customer service either.... I am not letting this go... Being a gold card member for their airline means nothing... Shame on their bad bad service. read more

There is a reason that I seldom fly American Airlines. There are seldom any flights out of Cleveland. I finally needed to fly American to meet family in Chicago that were flying from another location. They are located in A Concourse - the stepchild concourse at Cleveland Hopkins. There are few flights. The boarding process was dysfunction beyond my wildest expectations. They board by groups. I'm OK with that. I'm not OK when people with group numbers higher than mine (2) are standing in the boarding line obstructing my ability to board (they were standing in the general boarding lane) and the associate in charge of boarding did nothing. I flew out of other locations and they were much more organized. I won't be flying American again unless I really need to. read more

We found a great deal on plane tickets from Cleveland to Japan on an online travel search engine. It was for vacation and we am not super rich, so we flew coach. However, since the deal seemed so good, we sprung for the premium seats with a bit more leg room. The flight took us to Chicago and then from Chicago to Tokyo. About 13 hours. The flight crew on the way there was awesome. So friendly. Always making sure we were comfortable and I think the offered me a beverage literally 15 times throughout the trip. Very helpful staff. We flew the same way home but the flight crew wasn't as friendly on the way home. Nothing directed towards me, but I could hear and see that they weren't friendly to all the passengers. If the flight crew on the way home was a little tiny bit better I would have gone with 4 stars, which is difficult for an airline to achieve. I would fly American if I ever have an opportunity to go to Japan again, but I will cross my fingers that I get the flight crew from the first flight. read more

I was traveling with a friend on AMERICAN AIRLINES August 3. They had our flight delayed 2.5 hours due to a supposed maintenance issue. We finally boarded the plane then sat on the tarmac for 2 hours while they told is they were waiting for a computer update. Completely lied. It was actually because they over fueled the plane and needed to burn the fuel off. They had us deplane and we waited until they finally informed us the flight was now cancelled due to NYC weather. This was at 630pm. Our flight was to take off at 913am. Weather was not a factor then. We were treated badly and they have been no help making this right. $100 voucher is nothing compared to what we lost for their issues. read more

I had a problem with American Airlines. I was promised a free hotel room when my flight from ORD to Cle was canceled The customer service agent at ORD assured me I would be refunded. Here is where the real problem lies. Believe it or not American Airlines has no phone for customer relations, just an Email. Their Email keeps replying with boiler plate responses. I can only think that this airline has so many complaints they refuse to deal with it over the phone. How can a Fortune 500 company not have a phone number for customer relations. Isn't that what customer relations are at any rate not only will I never fly with them again I will be sure to post as many negative reviews that I can. I do not know any other way to make them accountable read more

I'll give American 1 star because they got me there. We traveled from San Francisco to Cleveland with a layover in Chicago. In San Francisco the agent at the boarding gate snatched up our carry ons. My protest was met with "there isn't enough room on board". She said our bags would be waiting in Cleveland for us. Well, there was more than enough room in the overheads. Lots of room! I asked the flight attendants to check and they agreed there was plenty of room. When I asked why i had to check my carry on they just shrugged as they didn't know. When I asked them who I could talk to about that they again shrugged and promptly walked away from me. Now I understand they're busy trying to get the plane boarded, but a courteous "I'm sorry sir, I really don't know" would have been a world away from the rude turn of the back that I did get. Upon exiting the very polite pilot explained to me that the boarding agent makes that call. After deplaning and questioning the the Chicago boarding agent, I was totally ignored while she moved on to the next person in line. Absolutely no response at all, as if I didn't even exist. OK, so far so good. Until we landed in Cleveland. My carry on was delivered as promised. Not so for my wife's carry on. We checked with American baggage claim. Oops, that one still in Chicago. "No problem" says she, "we'll ship it to you". Big problem, our car keys are in that bag. "Gee, why would you put your car keys in your carry on?" Gee, maybe so that's one less thing to be hassled with going through security. After a half an hour tracking down our "carry on" she said it's still in Chicago and would be here in 1 1/2 hours. An hour and a half later, "Oops, that flight was delayed another 40 minutes ". This is the very reason we only use carry on luggage. So we don't have to mess with baggage claim!!!!!!!! So here I am 3 hours after we landed sitting at the airport with nothing better to do than trash American Airlines. I will NEVER fly American Airlines again and you shouldn't either. read more

My boyfriend and I originally booked a flight using rewards points and needed to switch our return flight to be on the 28th taking flight number US 5331, instead of Oct 3rd. We called the airline about 2 weeks prior, spoke to the rewards center, and we were told that if we switched to the 750pm flight leaving Cleveland on Sept 28th, it would be an even point exchange and that we would not need to pay a fee. When we got to the airport we both tried to check in at the kiosk and received error messages. After proceeding to the ticketing counter the man told us we had tickets but that both tickets had an unpaid fee of $150 for the flight change. When we told him we were told this was an even exchange he proceeded to get on the phone with American airline rewards customer service who told him that we did in fact owe the $150 change fee and that we originally had been misinformed and that we could pay the fee or switch our flight back to October 3rd.I spoke with Ashley, the AA reward rep and was then transferred to Ellen who again said that we needed to pay the $150 fee each and that it would not be an even exchange. I again expressed my disappointment and asked her if the $300 change fee was worth more to USair/American airlines then the thousands of dollars we spend every year on airline tickets. She told me that as someone who travels regularly I should know the rules. I found this extremely disrespectful, ended my call with her and asked the man at the counter to please switch the ticket and that we would pay the $150 change fee. At this time it was 632pm and he told me that he couldn't change it and said his shift ended at 630pm, and that I would need to call for myself. He also said that we should understand the change fee charge as this is a free ticket. I found this disrespectful as this isn't a free ticket, this wasn't a gift given to me by USairways. This was a REWARD ticket that was well earned for the thousands of dollars spent using my usair/AA advantage credit card and thousands of miles traveled with us air over the years. He gave me the number and I called back and spoke to someone who then told me that it was an even exchange and that we should not need to pay the $150 change fee. She said that it normally takes a few hours to process her correction but that she would work on it. After being on the phone with her for 30 minutes, it was now 7pm, so we returned to the counter to ask the woman at the desk, what the latest time would be for us to get on this flight, by paying the fee, if the woman on the phone was not able to process the request. She said it would be one hour prior to departure, which would had been 650pm, and that at this point it would be too late for her to issue us a ticket. This information would have been nice to know ahead of time.... Luckily the woman on the phone was able to make the switch around 710pm and we were able to get our tickets printed. read more

My name is Sheila Sutton and I took a flight with American Airlines 10/12/2015 and was very disappointed with the quality of service from the flight attendant and the heat exhaustion I suffered from being on an inoperable flight for almost 2 hours that had to return to the gate not once but 3 times. Philadelphia was a disaster no one seemed to be prepared to take care of our planes issues. The flight attendant was rude to the passengers prior to the technical difficulties. Joyce Reif/Riel a Customer Relations person responded to my email stating that I would receive a e Voucher for future travels, however as of 2/27/16 I haven't seen a emailed eVoucher all Joyce assigned to myself is a reference #1-4529576864. I have been a loyal customer of US Airways and had a emergency where I couldn't take my schedule flight out and was told that I couldn't get a refund. I missed a days work because of being physically drained. I've sent 2 separate emails and no one has responded from American Airlines.Trying to schedule my vacation for 3/12/2016 and I anticipated using my e Voucher. Looking for resolution. read more