We made it. Too bad our luggage didn't. Luggage that we had paid to have checked. The plane was full. Vet cramped. Why do they allow passengers to recline their seat? I've got no room as it is and, suddenly, the person in front of me is laying in my lap. There was no way to put down my tray. One flight had no power outlets to charge your phone. Another had them, but my row didn't work. Imagine that. Overall miserable experience. read more

Always had great experiences on American Airlines. This is the best carrier within the USA. Maybe I'm biased since I'm from Dallas (AA hub), but I've always enjoyed this airline. Or at least tolerated it better than the other USA airlines. The reason they're late leaving IAD is usually because they're bumped by the control tower. IAD is a hub for United, so they get preferential treatment pertaining to flight departures and gate availability. Friendly staff, early boarding, Admirals Club - you betcha I'm sticking with AA within the US. read more

I purchased these tickets on December 20th for a Christmas present for my Wife. Today, 7/23, I called because my wife noticed we weren't getting in till after midnight, and with our kids it's to late. So I changed the flight and paid over $400 for the change. When they emailed me my new itinerary I noticed that our departure time has change to 5:03 am from 6:45 am, an hour and 42 minute difference??? I understand times change, especially when you book them out ways in advance, but an hour and 42 minutes??? And the only notification for such a huge change is an email back in June? I specifically picked this flight because it gives our babysitter enough time to be able to get to our house and can have a full day in key west. When I called your customer service, the only option I had was to change it so I wouldn't get in till 3:40 in the afternoon or stick with what you gave me and figure something out with a different babysitter! I find it simply amazing that your organization makes that drastic of a change and your customer service basically says "Oh well those are your choices", yet you nickel and dime us customers when we have to change something! read more

Do not fly American! They could care less about the safety of your children! I have used American Airlines for years, but this time was the worst experience ever. Initially I was scheduled to fly to SAN from IAD, but had to take a later flight because they resold my ticket while I was in the bathroom with my 4yr old. I made it to the gate before they closed, but they didn't let me board. They didn't tell me why until after the plane departed. I took another flight from DCA. but my baggage departed with my original flight. When I reached by destination, my baggage had been moved to the American Eagle baggage office. The AA employee at the baggage claim counter conveniently forgot to mention that the American Eagle baggage office was closing in 15 minutes, so of course the American Eagle employees were gone by the time I reached that section of the airport! I went back to see if anyone could help, however AA kept stating that AE was separate and there was nothing they could do. This is odd considering I'm an AA customer, and they moved my luggage to AE. I could care less about my clothing, but really insisted that someone help me as I needed my daughter's car seat otherwise we couldn't leave the airport. It was a manager that I was working with, and she refused to help me. Not only is it illegal to not have a car seat for a child, but it is also life threatening. I repeatedly pointed this out. After 35 minutes of trying to get help, I had a total breakdown and begged her to help me in any way possible to get our car seat - otherwise my daughter and I would sleep at the airport. It was only after my breakdown that a 'loaner car seat' was offered to me. I can't believe it took 35 minutes and a meltdown for someone (a manager) to think for one moment and offer this simple solution! AA clearly doesn't care about my child's safety, and doesn't train their employees to have any sense of customer service. My experience coming back home was just as horrible. Flight was delayed, which caused us to nearly miss our connecting flight. This time though, they did not resell our tickets and the door was kept open for us. Our baggage however, didn't make it (including our car seat). I'm still waiting to see if we get it. Once again nobody offered a 'loaner car seat'. Luckily my car had another one. I'll be looking for a new airline to conduct business with. read more

I made a reservation to take my granddaughter, a minor, and discovered they WILL NOT guarantee connecting seats. I made my reservations well in advance via Orbitz and was told to call AA reservations and I could request it for medical needs. I did. They said NO, but for $35 per seat MORE I could. My daughter called and explained grandaughter has severe anxiety and was told sure for $70 more!! This is a small jet, non-stop. I also bought Travel Insurance and thought I could cancel this leg and make a different flight on another Airlines, Nope, I did NOT read the fine print. So another useless $40. Grrr,,,,, read more

Honestly i thought AA was a good Airline, until I gotten on my second flight! They automatically took my bag and put it in the the bottom of the plane. My personal bag! I even explain to them that the other flight attendants on my first flight said "you could place that one under the seat in front of you." But no they decided to be rude and take it, after asking them politely if I could keep my bag with me. I'm sorry but AA has lost my respect for them! read more

After few years my husband and I decided to take our little one to visit family and take a vacation. We decided to get first class on our return hoping for a good service. The flight was delayed which was ok since it was weather related. We were boarded on the plane for over 5 and half hours before they got permission to take off. During this time I overheard the first class flight attendance talking to the other attendance that they want the door of the plane to be closed so they can get paid which there I learned that they get paid as soon as the door closes. As a customer boarded on a plane that is not my problem. My little one was thirsty, we asked for juice. It took this lady 20 minutes to get the little one a cup of juice. She decided instead to talk with other flight attendance, complain, talk with pilot, talk for long time on her cell phone with her family on speaker, strangely. I heard that someone else asked for water and she said that they are out of water! My husband had asked for "a" cocktail drink, she did provide that with attitude. But after about 2 hours of wait on that plane, she refused giving him another cocktail. My husband was calm and respectful no reason for refusal. Her response was that they do not have enough drinks and airline ppl are going to question her. I asked my husband to ask for her name so I can write a complaint later. He did ask. But as soon as he asked for this lady's name, She became defensive and said, " This is why I can not give you any more drinks" !!!! I decided to go to the pilot and complain. As soon as I asked to talk with pilot, she ran upfront and made up stories. This seems so weird and unreal. All I can say is that I am disgusted by that entire attitude. After about 5 hours wait in that plane with that lady, I aslked my husband to leave the plane. We switched to Delta for next day and it was awesome. I will go back to my dear Delta airline or even South West but not American for my future trips. read more

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They have no clue of what they are doing. Person A does not know what rules to follow and Person B does not know what to do. I believe CEO (whoever) does not know how to run the airline. Horrible customer service. Literally sick and tired of this airline. read more

Do not ever use American Airlines Insurance Policy they will not pay and come up with hokie reasons to not honor an abrupt change in travel plans. My family had a medical emergency the day I was to travel and caused me to cancel my flight. When I booked the flight I bought the flight insurance as I often do but have never filed for before. My claim was rejected because they said I should have or did know ahead of time that I would have a medical emergency!!!!! I will try to avoid any future flights with American Airlines!!!! Hope they go under! read more

Today, we arrived at Dulles airport at 430am for a 6:00 am flight. The flight was charged to 7:00am, then 7:30am and then 8:30am and finally we took off after 9:30 am for Miami and catch the flight to Belize. Same airline, just change planes. Well, the plane was delayed they claimed had no mechanics for the mechanical problem and everyone had to wait for them to arrive from Washington DC. Really? We asked them about our connecting flight in Miami,each person from the agent at the gate, to the flight attendants claimed things would be fine and " no" they could not call any one to say the plane was delayed and we were on our way. Once landed with 30 minutes to get to the gate for Belize ( doable) they sat on the runway and then waited for the gate to be ready . Again lack of coordination and communication. At this point we tried to ask the flight attendants again to alert the agent at the gate that we were running over. They refused. The plane was taking off! They would not help and now our luggage was missing. It ruined our vacation, cost us over 1.000 and all they offered was a two bit hotel for the night with coupons to eat in the hotel restrauant. The plane is supposed to fly out tomorrow morning. They have very bad attitudes, they don't have any customer care and whatever small thing you ask of them, the answer is no. Let's see if our bag shows up read more

American Airlines is by far the absolute WORST airline for being on time and getting you where you need to be to connect to follow on flights! Sure wish @Sandals would switch up their primary provider. read more

They are absolute worst airline. My son checked in 4 bags into the airport because he was coming back from school. The guy told him that it was $410. The cost is based on 1st bag $25, second bag $35, third bag $150, fourth bag $200. He ask the guy in the check in if there was anyway to lower the costs. The guy said sure carry one of the bags on the plane but you'll have to call American for a refund. My son carried the 4th bag on the plane. After multiple calls at the airport to try to get someone to refund it, his plane had to leave so he had to wait to continue the pursuit of the refund. Long story short after multiple phone calls (5+) including multiple ones where they could not find record of his flight, they are going to complimentary give him a $25 refund for a bag they never carried underneath the plane instead of the $200. I felt several times they were just putting me on hold because they just didn't want to do any work or deal with any issues. They totally cheated him out of $175. If it had rode under the planeI would of understood but not refunding is ridiculous. I know they have UPC codes that follow all the way through so they had to know where the location of bags or they have a software problem or personnel issue. Whatever the reason we are stuck using them because they are the only ones servicing the airport close to his school. Sucks but guess greed is the rule of the day and obviously slip ups are paid by the customers read more

On May 5th, on an outbound USAIR flight out of DCA my $400 golf, yardage finder was stolen from my golf bag. I understand these things happen and simply asked for a response and consideration from America Airlines. I followed the AA formatted claims plan and was sent an email that I would get a response in 7-10 days. That was on May 11th and still no response. As a retail business owner, I know mistakes or bad things happen and all you can do is, within reason, try and do right by the client. I'm very disappointed that American Airlines doesn't even have the courtesy to respond to my issue. It just shows the risk you are taking by flying with them. If they have this disregard for something this small are they responsible with other areas that could cause greater losses? I would still be pleased with a response if anyone is listening read more

Yep. Definitely know why I don't fly this airline unless absolutely no alternative. Employees are rude. Can't check in online. Computer glitch. Yeah right. Pay extra for a comfort seat that is small. Hate to see what a normal seat is like. Bankruptcy and merger definitely didn't improve this airline. read more

My flight was delayed therefore my connection fly to DC was cancelled. I arrived to DC but my bag did not... called Dulles International to get information about my bag, left a message, A.A. they never called me back. Ended up driving to the airport to pickup my bag and found the A.A. employee playing games on her phone... No wonder she did not pickup the phone, I told her that I was calling all day.... she excused herself saying that they were busy. Yeah! busy playing games. Worst customer service ever. read more

This is the worst airline. My husband had to go to work early from vacation bc there was no coverage. They charged $200 and then the difference of ticket. It came to about 1200$ but they had plenty of empty seats. They are not accommodating. The seats are uncomfortable. The service was awful. I asked for water and it was as if I was bothering the flight attendants. read more

HORRIBLE! never book a flight on american airlines unless you wanna risk losing your baggage! They didn't even board my baggage now im stuck on vacation without any clothes or toiletries! Worst customer service i've ever encountered! read more

I had the most miserable 1st class airline experience on American Airlines 2 days ago. I paid over $1200 for a first class ticket and got treated worse than economy-class. The stewardesses in 1st class, with the exception of one, on both legs of my flight were surly, inattentive and unfriendly. There was no food served on the 1st leg of the flight which was an early-morning 2 hour flight. A friend flying on another airline to tne same destination got a full breakfast and arrived at the destination not starving. The service was extremely poor. There was no champagne on the 1st flight and I was offered a very poor white-wine as a substitute. On the 2nd leg of the flight champagne was available however, the stewardess treated it like it was her own personal bottle of Dom Perignon and poured me only a thimble full instead of giving me the split of champagne like I have received on previous 1st class flights. I felt like I was cheated out of a first class experience. I have emailed the airline about this. I tried to call and complain but they told me they except no complaints over the phone. Thank goodness I'm technologically savvy and can use email to send them a note. What about people who don't use computers? Don't waste your time flying 1st class on American as you will likely be very disappointed. Use another airline or go economy where you can get your money's worth. read more

Terrible. Absolutely terrible. This is the first and last time I will be flying on AA. The service though. When we wanted to check our bags online, the bags could not be checked in for some reason. The check in clerk said that she could check in and give us tickets (two with TSA Pre-Check). So when we go down to the gate and all these two rude and bitching ladies who whine and say that we missed the flight because we were late. The flight departs at 7:09 AM but was immediately changed to 7:01 AM. We arrived at 6:58 AM for 10 minutes early of 7:09 AM. What the hell?! I mean, they can't even get a fricking refund. Normally, we go on Delta which always stays until the last minute for boarding. And you know the worst part? The flight had overbooked tickets! We didn't even know why they would do this. Then another bitching lady comes to tell us to take our seat. Just as rude. This makes me sick. AA hires so much bull crap service from years. Even worse? Our check in stuck in the destination airport so go to hell AA! read more

I am absolutely in shock with insanity I have had to deal with in regards to American Airlines. I had purchased a ticket to fly to Arizona for a wedding late next week. However, this weekend my grandfather passed away and therefore I needed to make arrangements to fly out sooner to make the funeral. I was quoted $800 + the $200 change ticket change fee (totaling $1000) to bump my flight by three days. No way I was going to pay that considering I only paid $350 for my original ticket. BUT, I was not going to let AA keep me from getting to the funeral. So, I went and bought a one-way ticket (from another Airline) and decided I would eat the cost of my original outbound flight and use my return (from the orginal ticket) to get home. I called AA to inform them that I would not be using my outbound flight but would need to still use my return flight. What I heard next shocked me! They wanted to charge me $400 if I decided not to get on my original outbound flight. WHAT!?????? I was informed that if I didn't get on my outbound flight, I would also lose my return flight. This is pure insanity. Why in the world does it matter if I'm on that flight? Moreover, by informing you that I wasn't going to make the flight, you could sell the seat to someone else. I think you could have shown some compassion and been understanding. I will never fly this airline again. read more

Had an absolutely horrible experience trying to book an international flight with American Airlines. Just spent an hour and a half of my time trying to book a flight with a fare that is published on their site (aa.com). I started off with booking it online, found the published flights I wanted, went through multiple step process for entering all three passengers information, entering my CC details, address, etc. and even choosing seats for each leg. The system did not show any errors and let me progress to next step but when on the last step, I hit "Finish and Pay" it gave a message "Our system is having trouble. Please wait and try again". I tried again with all those multiple steps and again the same message. Then I called reservations and they took a while to find the same flights but the fare they shared with me was $200 per person more ($600+ overall). I asked them why they can't match their own published lower fare that is on their own website, especially when it is no fault of mine that their website keeps having "trouble" and their answer was "sorry I don't know what you are seeing but I don't see that fare so I cannot give you that same fare". I told the lady that I can send her a screen shot of what I am seeing as I am not imagining it, sill no resolution. I requested her to escalate to her supervisor but same story - at this time I have spent an hour trying to do a thing that should be simple and straight forward - that is book a flight online! The supervisor says she cannot give me that fare and basically implies that it is not her problem that the website (of the same airline that she is with) is having issues and the onus is on me as a customer to figure out what is wrong with their website!! She then transfers me to website support and it takes the gentleman 30 minutes to first find the flights I want. Same thing, he says he cannot see the fare. So he asked me to start a "co-browse" session that allows him to see my screen and see what I am seeing. He finally believes me that I was not making the fare up and it is exactly what is showing as available on AA.com. Then I am on hold for another 10 minutes (by this time I have been on the phone almost 1 hr and have spent another 30 minutes on their website to book flights). He comes back on the phone and tells me that one of the flights that is shown on the return journey is no longer available for that price in their system and hence the price difference but mind you that lower price is still showing on their website. I am completely fed up by this time as clearly American Airlines has broken systems that shows different pricing to a customer trying to book online and different prices and availability to their on agents on the phone. In the end, they refused to match the price and refused to book the next available flight showing in their system and giving me a credit for the difference due to higher fare. I don't usually write bad reviews, but this is ridiculous and I am thoroughly disappointed with American Airlines - not booking with them going forward and will advise my friends to stay away too. read more