Three stars because of all of this craziness with flight cancellations giving me a major headache and having to reschedule my trip THREE TIMES. The only redeemers are Mary and Ann in Norfolk. They better give y'all a bonus! You're the reason it's not 1 star. read more

American Airlines sponsors Payless car rental and I'm surprised that they will deal with a horrendous company. I am currently dealing with an issue from the car rental company that I booked through American Airlines! This is such a headache and I cannot get any help from American Airlines or Payless Car rental!!! I was told that it would take 5-7 business days to deal with an open case!! What type of business is American b airlines promoting!! read more

Giving zero stars for this corporation and all the employees that work for it would be a more accurate rating. I've never seen more incompetence, disrespect, or lack of any common sense in my life than I've experienced with American Airlines. It's actually impressive that they can still be in business given these attributes. I would highly recommend avoiding flying with American Airlines. Don't waste your good money and time. read more

This airline is going to shit ! I thought is was just a one time thing but ohhhh no me and my sister have experienced this trash customer services ! They where rude when I flew from DFW rude and just flat out disrespectful when I flew out of DC. They are literally more rude than the smaller airlines . They handle you roughly and they have no regard for the people that serves this country! Spend the extra cash and fly Delta airlines! read more

American Airlines is the worst. We checked in at the Norfolk desk. They checked 4 bags and marked them priority on a non-stop from Norfolk to JFK. The JFK flight was delayed so they even had more time than normal to load the bags. We arrive at JFK to checkin for our next flight to Qatar and claim and recheck our bags, no bags. They checked they were still in Norfolk. Today we are in Qatar, two of our bags are now at JFK, in two different locations. Two of the bags are still in Norfolk. Why wouldn't at least all the bags be together let alone all be in Qatar? I can't wait to see where the bags are tomorrow! read more

Avid traveler both international and throughout the US & my experience is always a good one.....great job! read more

American Airlines - Great service as always flying w/AA! - Airlines Near Me - Norfolk, Virginia

I had a run in with the most rude desk attendant the 27 of January I went up and politely asked for my seat assignment and was told I would be called by name after a name was called that was the same first name and very similarly last she said "I told you I'll call you by your last name" this seems like nothing but it was her reaction other guest complained to me saying she was very rude as I walked away. I tried to explain then she turned away and was very smug and Impolite. I was not rude in any way this is no way to start a trip get better employees american I'm very disappointed. There are many airlines to choose from and I don't think I will choose this again. I'm On active duty orders but will ensure my next work trip is not with you. Taje was very nice I applaud her on her customer service read more

American Airlines - Airlines Near Me - Norfolk, Virginia

Flight was good. Should warn people in advance they cannot take carry on baggage onboard, 5 min is not long enough. My biggest complaint is that a attendant asked for a tip because he said no long lines where the bus dropped us of read more

AA IS THE WORST AIRLINE. Where do I start ... FIRST, my flight is cancelled, delayed, and overbooked. I was three days late to my destination... yes, I was compensated but it was very inconvenient. SECOND, someone stole my MAC lipstick set and pea coat out of my bag.. but AA denied my claim as I have not filed within 24 hours of landing... not everyone unpacks their bag within 24 hours of landing. These people are rude and unprofessional. I will NEVER fly with them again. read more

I'm a regular Delta flier but the American far was 2/3 the Delta so I gave 'em a try. It was... uncomfortable. Partly because American/US Airways fly regional jets here from Charlotte and Philadelphia. Yuck. read more

Evidently some people believe being white prevents you from being discriminated against. Today I was rudely moved from the seat that I paid for, without notice, by a black woman so an older black couple could sit together. I understand some people have other needs besides myself however, when I asked the flight attendant for assistance I received a face full of attitude instead of an explanation. Since it took an extra half hour to board the flight, that should have long enough to realize that the seats the couple were sitting in were not theirs and that they should notify the people with those seats. The pilot gave a lame answer like "somebody must habe left the radio on our the keys in the ignition last night" Since she had to read all the flight instructions like it was her first day, I assume she is new to customer service. If I could give fewer stars I would. read more

Ok. Delta, I'm sorry that I ever complained. American Airlines is terrible. AA continued delaying my flight by 30 minutes until ultimately it was more than an 1:15 delayed. I missed my connecting flight! Thanks a lot American Airlines$ read more

No stars my sister and daughter are stuck in Miami after their flight to New Orleans was canceled while they were waiting at the gate. After their flight from Norfolk was rescheduled 8 times!!! Can't get anyone one the phone and they have a line they are waiting in at the Miami airport that is a mile long and not moving! They had to cancel their plans and now where just hoping we can get them back home! Nice service American Airlines!!!! read more

Worst airlines in America! Accidentally booked the wrong dates for a friend to visit and called their customer service to fix the issue. American Airlines has a $200 change fee..the ticket originally cost $196. They attempted to charge me more to change a ticket than to flat out buy a new ticket. Customer service line was not sympathetic and extremely rude. I will absolutely never book this airline again. I will pay extra on a different airline just to avoid them. read more

By far the worst customer service as a company. The back story for this one starts in Burbank, CA. It had to have been training day because someone royally screwed the pooch there. The passengers were told the baggage weight wasnt spread evenly. Ok no problem rather easy fix if it was a non stop flight. Unfortunately everyone had connectors in Houston myself included so the 45 minute layover I should have had to get from one side of the airport to the other was completely shot in Burbank. Fortunately there was a storm in Houston that delayed every flight, unfortunately that's a massive airport that uses a tram to get around. I got off the plane went to customer service at the terminal. I do feel sorry for the lady's working that night, but the lady I spoke to called my connector TOLD the dude on the other end i have a passenger coming his flight was delayed, said dude Rogered up said ok well hold the gate for 10 minutes. I ran to the tram and ran to the gate in about 7 minutes to be told sorry dude TSA says once the doors are closed they cannot be reopened. Completely understandable rebuttal to that question. HOWEVER when you are told you have 10 minutes to get here well hold the door for you to basically be told to fuck off I have a major problem with that. I paid good money for my tickets to be treated like I was lower than dirt is completely unacceptable. I wound up flying into Richmond at 0100instead of Norfolk at 2200 to drive an extra 2 and a half hours because piss off buddy was the ultimate response I got at the gate by someone that looked like he couldn't run 50 yards without collapsing. I'm not going to lie I was a bit of a jerk to the lady I was speaking with at the gate when i got my ticket re ran for Richmond but I was apologizing to her because it was out of frustration and not directed at her. I worked customer service before and know when someone is pissed off at a situation that an employee is helping them with a simple "I'm sorry I'm acting like an asshole" helps their night along read more

Ok they tel you to to to the airport three hours early, we got there at 1.5 hours early and they sold our seats and forced us to re book. All told they probably made 2 grand by hosing us. They this round, but it will the Very Last Trip I ever take on this airline. read more

I travel for work and fly 60 days a year, and have been all over the world and back on almost all the airlines. I try to stick to Delta, as it's the hub where I live. But some cities require another airline so there aren't stops. I have been delayed three times at the last minute of each new departure time. And now, they delay is once we get on the plane. This plane is obviously old and broken. Other airlines also have old planes but perhaps have taken better care. This is a poorly executed business plan with inadequate personal led by sub par humans. Stop chasing the dollar. And build new planes that you can then run into the ground. I will never fly American again if I can help it, and I will tell everyone I ever meet to not fly American. I think I might even start making anti American Airlines videos discussing people from choosing them. In the end, all the airlines are evil; but American on this particular day, is just an asshole. read more

Horrible customer service. Flight cancelled and delayed 24 hours due to a mechanical issue with the plane, but no compensation despite missing a day of work. AA says lightning hit the plane before it landed in Norfolk, and they don't compensate for weather delays. Rude customer service. No hotel, food, or travel compensation provided for the 24 hour delay. If you have the money to avoid this airline, do so read more

My first encounter with AA is they canceled my flight going to Norfolk and no one contacted me. Thank goodness I checked on it on AA app a couple nights before to verify. We had to rebook which I ended up with a long day of traveling because of two layovers since they didn't have my original flight. My second encounter was when checking in today from Norfolk. I'm traveling on military orders for training and told me I couldn't get free baggage check. The first man at the kiosk kept telling me that it doesn't apply to me because I'm not active duty but I emphasized on my orders and even showed him. He said well you can try. So I went to check my luggage in and the second older man at the counter said the same thing. Didn't read my orders, didn't even recognize my ID card and was dismissive and rude. He even put his hand up to gesture me to stop talking. Finally, he asked a co-worker about it and said if she had orders under her husband, her name needs to be on it too then yes it's good. So the old man was like looking at the paper and said is your name anywhere in these orders. So, I took the paper and flipped it to the next page and voila my name was there. So yes, I got my luggage checked in for free but the point is, I'm traveling under government orders. But to give me a hard time because you think you know when you didn't even read the orders and just assuming that I can only get free luggage check when traveling with my spouse is understandable because that is true but when a dependent spouse is on government orders, then that's a different story. Instead of giving me a hard time along with the previous man who was hovering over me and went out of his way to tell the guy at the counter that I am trying to get free baggage check is wrong!. I've already had a long day and it's only 1:30pm. My week has not been great. My husband left to be deployed yesterday and I didn't even get to see him off. Then I get this crap! I had my card out to pay for my luggage because I didn't see the point in arguing with someone who thought he knew what he was doing, but that's not the point. We, as military spouses already go through so much, especially in times of war and this man was just so righteous. He definitely lacked in customer service and empathy. He even told me to look up the rules on AA website. I think he needs to be retrained. I should've gotten his name but I didn't want to go back there and I'm hoping he doesn't lose my luggage on purpose because he didn't put a tag on there atleast that's what he told me. He told me to drop of my luggage at the tsa luggage place and he'll take care of the rest. Let's hope so! read more

It's an Airline. We checked in at a Kiosk, and handed our luggage off to a TSA agent. Only real interaction was the "beep" of out ticket as we were headed into the jetway. The flights were safe and the planes were reasonably clean, so altogether OK. I am sure I would fly American Again if given the opportunity. read more

Will NEVER FLY AMERICAN AIRLINES AGAIN!!!! We paid for an unaccompanied minor boarding pass for a family friends 12 year old daughter to return home today. My wife and newborn son went to ORF and Grabbed her special boarding pass from ticketing and went to the security checkpoint. My wife had a doctors appointment for my newborn son That she was about to be late for so she asked TSA if it would be OK if the 12-year-old went through security and walk to the gate on her own to board her flight. TSA said that would be fine and away she goes to her flight. My wife gets back into the car and begins driving back to Hampton. She gets all the way across the tunnel and received a call from American Airlines saying they refuse to let the 12-year-old board the flight because my wife did not walk her and sit with her at the gate! The manager then proceeded to tell my wife that it was policy then hung up the phone on her. Frantic and upset she calls me asking me to intervene and help so I call and speak with the American Airlines administration manager and explain to him the situation and asked for his help.... he very rudely said, "this conversation is over, goodbye sir!" So she was not allowed to fly, a new ticket had to be purchased, with the additional $150 for the unaccompanied minor status! Not to mention my newborn son missed his vaccination appointment, and my wife is extremely upset and so am I! If you are going to offer something called unaccompanied minor service, then why should that minor have to be accompanied to the gate by a parent? I think paying 150.00 extra for a damn ticket is worth an American Airlines escort straight through security onto that flight if you ask me! If that truly is the policy, then American Airlines ticketing representatives need a refresher training on the explanation of that policy!!! Absolutely disgusting behavior and I will never ever fly American Airlines ever again! read more

Should've stuck with Southwest airlines. They charge you extra for air. If you get the tickets at what they call a "Discount" you're automatically in the last group to board.Never again. read more

Thanks for losing my bags AGIAN and for the very uncomfortable seats cross country! American Airlines/us airways!

Sent to American Airlines on 6/19/15. So far no response. Before you book a flight, beware. American Airlines and U.S. Airways are the same company. Yes, they were the cheapest and yes, you get what you pay for. Unfortunately I am not satisfied with your offer for an eVoucher to use with your airline for future travel. Had our disappointment with your airline been isolated to our flights to New Orleans, I may have eventually been tempted to use your offer. The trip to New Orleans was a simple inconvenience compared to what we endured on our trip back to Norfolk. Upon arriving to the airport in New Orleans, we received a text message informing us that there was a problem with our scheduled flight and that we were to see a ticket agent. We were informed by the agent that our flight was delayed and we would not make our connecting flight, so we were being re-routed to Charlotte on a flight that left much later than our original flight. The problem with that was that there would be no more flights out that night so we would have to spend the night in Charlotte, but don't worry, your agent said, " just speak to a supervisor when you get there and they will get you a hotel room". I was very skeptical and sure enough, when we got off the plane at Charlotte, the agent at the gate was announcing that there wasn't a hotel room to be had in Charlotte, but if we could find one, we would be reimbursed up to 75.00, but there was not one to be had. We went to your airline's desk, and were told that yes, there were no rooms, and no, we weren't told otherwise because all the agents in New Orleans had been informed that there were no rooms. They even went so far as to print out a copy of a notice that they said had been sent to New Orleans informing them of the no room situation. Obviously, someone, or everyone, lied to us. They were rude, unsympathetic, and uncaring. Your airline, on multiple levels, provides the most horrible customer service I have ever received in my life. Not a flimsy airline pillow, blanket, or ANYTHING was offered. After calling about 20 hotels with no luck, we spent the night in the freezing cold airport, half the time sitting upright in a chair and the other half laying on the hard floor. We should have NEVER been sent from New Orleans to spend the night on the airport floor. My most favorite travel destination has been ruined for me forever because of this incident. You know that social media is a very powerful thing and I would like to inform you that I intend to share this email with anyone and everyone who will read it, every time I think about how your airline's non existent customer service ruined the vacation for which I had planned and saved. Susan Brawner read more

Dear American Airlines-- When you have a couple hundred people who can't figure out what line they should be in, you've probably failed at signage. When the one person helping out with the dozen kiosks can do nothing more than bark at the questions from frustrated passengers, you've probably failed at customer service. When each of your employees at the counter contradicts the previous, you shouldn't act surprised when you have a terminal full of irate customers. Thanks, AA, for making United look so good. read more

5:45 flight got delayed until 6:30. Get to TSA and they've given us a ticket for Fred Johnson instead of Phaira Johnson. Had to go back and get tickets replaced only to miss our flight. Now we're waiting for a 9am flight to connect to Philly at 5:45pm(1hour flight) because the only flights available were 7:40am or 5:45pm. Not a happy camper right now. DC, VA, Baltimore, & NY were dope, but #AmericanAirlines sucks balls! read more

American Airlines at Norfolk International Airport does not support the Unites States military serving abroad. I only wish I could give them a negative grade. The ticket counter attendant Jean-Marie and Catia were Cathryn were very rude and uninterested in mu needs. I was on involuntary military orders going abroad and the ticket counter associates told me that I was not allowed any more than 4 bags being checked in. Mind you I was issued two bags from training as required by my unit tasking. I asked how much the extra bags were and they told me $200 per bag. I was told "This is company policy, you can send some of your bags back home". I expressed that this is Norfolk, VA, home of the largest Navy base in the world. There are military personnel leaving and arriving here every flight, and these are the restrictions placed upon our service men and women defending the freedoms that American Airlines takes for granted. I emplore you to reconsider flying American Airlines, they do not stand for our country or the men and women laying down their lives to protect it. read more

The staff tries their hardest, but it is still American Airlines. Worst of America's airlines.

A couple of days before my departure from LA, I received a voicemail from AA that my flight is canceled & moved from 1 pm to 10 pm on the same day. When I tried to check in online I found out that my flight was changed again, this time to 12:25 pm! No reason was given for any of the changes. I lost my isle seat selections on my first & second wing & got middle seats instead. I could change one to isle online but not the other. I have a bad back. Very uncomfortable trip indeed. read more

The TSA lady from American Airlines was really ghetto--she petted my ugg boots that I placed in the security bin for processing. She said, "oh those are the nice ones!" Discussing! And when it came out of the scanner, it was no longer in the bin!!! Why does she do that?! It makes me wonder if she tried to find a reason to keep my boots at the airport by taking them out of the bin! I don't like my boots getting dirty and they are not hers to judge or pet! Like WTF?!!!! read more

One of my worst travel days in a while. Flight from Washington Reagan Intl to Norfolk was oversold which created chaos at the gate counter. My seat was assigned to me and another person. Only reason I stayed onboard was that I got to the seat first. To add insult to injury we were packed like sardines in the shuttle bus. Had to push my way into the shuttle. Was a stressful travel experience and I'm dreading using American Airlines to fly home. read more

I was booked initially on flight # 3859 from Bradley International, with a layover in Philadelphia to flight # 5209 to Norfolk. My initial flight was delayed several hours due to a "ground stop" in Philadelphia. And as soon as it finally took off my 2nd flight #5209 was cancelled, originally it was delayed. My wife IMMEDIATELY got on the phone to reschedule my departure from Philadelphia. She spoke with Sonia. It was "GUARANTEED" by Sonia that she rebooked me to flight # 3974 to go to Norfolk and she said to use my same pass to board the plane. This was verified 3 different times. Guess what !!! I was NEVER booked on that flight. I was booked for a flight the next morning at 5:30am..... how was I to find that out????? And now there is another layover in Washington. My wife spent several hours speaking to your non-helpful associates. Here's what she was told and again told by manager Porche Bunch... the people at the gate in Philadelphia can give you a hotel voucher... if they feel like it, and a food voucher... again if they feel like it. The line to get this hasn't moved in over 2 hours. Oh yeah... and they will send a free flight voucher for American Airlines. WHY would I want to fly with American again? Why would I ever want to recommend flying with AA to anyone? This is completely unacceptable. You have now caused even greater hardship to my family. I was traveling due to the death of my brother. American Airlines has compounded a bad situation making it worse. You have also caused us to lose 2 days of work that will be UNPAID. And at first Porche said she couldn't find that anyone had ever been rescheduling the flight out of Philadelphia, but later in the conversation she states that Sonia must have hit cancel instead of save. I have spent today without any food, no place to sleep, my meds, clean clothes, a toothbrush... I will be posting this on EVERY sight I can find. I was unable to get any type of vouchers...... This needs to be fixed NOW!!!!! Oh yeah... and I forgot.... No one can tell me where my luggage is right now. I would choose 0 stars if it was available. read more

This specific to Nikko at Norfolk Airport - American Airlines. Delayed flight and stressed travelers that are going to miss connections. He has a calming way about him and was really trying to help people. Including me. read more

Horrible experience! Transplanted NYC girl now living in Norfolk and anticipating my first visit back home in over a year. Received a text at 8:30 p.m. telling my the flight the next morning had been cancelled. Sat on the phone for close to an hour and was told they could get me on a flight the following evening, which would cause me to miss meeting a very good friend for dinner. When no alternatives were presented, got my boyfriend to agree to drive me to D.C. to get a flight the next morning that would get me into NYC around the same time. Drove at 10:30 p.m. and finally arrived at our hotel at 1:45 p.m. (yes, there is traffic near the beltway even at those hours!). Boyfriend headed back to Norfolk and I headed to Reagan Airport in anticipation of arriving in my beloved hometown. Boarded plane, headed out to the airstrip... and sat for 2 hours in a rainstorm. We were told we had to return to gate and as we did, saw planes begin to land and take off. As we arrived at the gate, we were told out flight was cancelled. SECOND CANCELLED AA FLIGHT!!! We were directed to the baggage claim where we waited for over two hours for our bags to appear. Fortunately, I was able to cancel my very expensive hotel in NYC w/out any penalty. However, while we were sitting on the tarmac thinking we were going to take off, all hotels in D.C. were getting booked by those whose flights were already cancelled. Ended up with a $500+ hotel room on top of my $275+ hotel bill from the night before. It turned out the third time was the charm and finally arrived a day late and $800 poorer. Unfortunately, American Airlines was't through torturing me yet. Said goodbye to family and friends and headed to the airport for the trip back to Norfolk. Checked my bag, got a boarding pass and headed to the gate just in time to hear the announcement cancelling my flight. THIRD CANCELLED AA FLIGHT! The numbers are pretty awful when you consider it was a trip that only required 2 flights. I called their C/S number and was told they could put me on a flight the next day... WTF?!?!?!?! In addition, I had to retrieve my bag from the baggage claim and muscle it over to a totally different gate... are you kidding me?!?!?!?!? I explained the horrible service received at their hands and insisted they get me back to Norfolk that day. He ultimately got me on a Delta flight with a stop in Atlanta. For those who may not know, Atlanta is south of Norfolk, so I actually didn't arrive in Norfolk until the following morning. I should note that when they cancel flights, they do not automatically refund baggage fees, preferred/upgrade fees, etc. You have to go onto their very un-user-friendly web site and put in a request for each individual fee. BTW, finally got the final refund today... 3 weeks later. However, the $800+ in hotel expenses and gas/taxi/Uber/shuttle fees are not eligible for reimbursement. Unless you are extremely desperate, use another airline, AmTrak or the Sprinter bus if heading to NYC, b/c American Airlines is absolutely incapable of getting you there. read more

The agents there harassed my mom, my brother and me, patted down my mom and even test her nails and her ankle bracelet, then patted my brother down, patted me down and then said my bag tested positive and then tested again for it negative for drugs =_= , then to another pat down just so she could steal my shower gel and lotion, which they made me throw away because it so deadly (or didn't follow guideline which ones they wouldn't say) if you have to stop here, just don't just don't, their job is to make your trip the worst ever! read more