I wouldn't go out of my way to submit a Yelp review while I was still on vacation if I didn't feel so immensely grateful for my experience with Hector at the American Airlines check-in and baggage counter at ONT Airport. My family and I arrived at the airport worried that our bags were overweight and expecting to be charged significant overage fees. Instead of simply charging us and sending us on our way, Hector took the time to help us find solutions. He patiently explained our options, showed us how we could take advantage of checking additional items that we had planned to carry on, and even provided us with boxes so we could redistribute some of the heavier clothing from our overweight suitcases. He never made us feel rushed or inconvenienced, despite the extra time and effort it took on his part. Thanks to Hector's knowledge, creativity, and willingness to help, he saved our family more than $400 in excess baggage fees. More importantly, he turned what was becoming a stressful travel experience into a positive one. In today's world, it is easy to expect someone to simply enforce the rules and collect the fees. Hector went far beyond that. He treated us with kindness, patience, and genuine care, and it was clear that he wanted to help us have the best possible travel experience. Employees like Hector are the reason customers remain loyal to an airline. He made a lasting impression on our family, and we are incredibly grateful for his help. read more

From now on American Airlines will be my last choice. Constantly delayed. Poor customer service. Rude gate staff. Pilot admitted poor staffing. read more

Flying from Ontario International Airport to Austin, Texas... via Phoenix... This was the first time patronizing American Airlines. They had the best price (around $100) for a flight to Texas where I will witness my niece's graduation! It's been a typical experience without any issues... Except: I remembered that there was an extra $40 fee for something... turns out that it's for a check-in bag... Ohhh... That's why I only have a carry-on! Haha! On board, the service was excellent from Nerida. She was cheerful, helpful, and patient! She found my seat belt buried under my seat cushion! She confidently carried a tray of cups filled with water and didn't spill a drop, even with turbulence! She's awesome! She even has a part-time job after this flight in a pediatric dental office! Kudos to Nerida! Well, my niece scored a job in Seattle, so I probably won't be visiting Texas anymore... and therefore might not need to fly American Airlines in the future... We shall see... read more

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American has lost our bags before which is why we only chose to bring a carry-on. This morning they made us check our only carry on when the bins above were almost entirely empty. The lady who checked our bags, was rude, and wouldn't take questions without short snippet responses. I wanted to assist her in helping her day be as special as ours felt but I decided against it. I've always felt like American Airlines (post Covid) does not care about their customers experience but this was on a different level of disappointment. read more

First time flighting from Ontario by American Airlines, and the worsts experience ever ; the flight is delayed 3 hrs and airlines people like nothing happen read more

Extremely rude bag check-in service from American Airlines at Ontario Airport. I walked my friend to the line for the counter to check in his bag. There were several families with multiple bags at the counter checking in their bags and we did not see or hear the customer service rep. calling for the next in line. She then walked to the line and pulled the customer behind us to check in his bags. She spoke to us and reprimanded us in an aggressive tone for not going to the counter when called. I told her that I thought she was rude and would not be flying on their airline in the future and she said good. This shows me that this airline's customer representatives do not value their customers. I would recommend that this airline invest in training their employees on how to provide good customer service. read more

Buying a ticket with american airlines means nothing. You will be forced to pay extra 50 dollars to pick up any back seat.

Checking in I was first in the priority line. There were 4 people behind the counter helping the regular line. I waited for 10 minutes before the man checking others in look at the l o n g priority line and beckoned me forward. I always fly first class. I always fly American so you need to fix this read more

American Airlines at Ontario International has been the worst! My daughter flies with them to college and home. She flies with an ESA, a cat. She's flown multiple times back and forth with a cat. Last night they kicked her off the flight as she was boarding because another passenger complained they had an allergy. I understand allergies are not fun but my daughter did nothing wrong. This other person didn't disclose the allergy causing a problem as they were all boarding. Forcing my daughter to not board, making her call support herself to change her own flight, Telling her well you have 7 min to figure it out because we're closing this gate. Not even making these changes for her when they wouldn't let her board. Being rude to her. Every single time she flies she's had issues, not related to the cat. Last time the app changed her flight and the airport had something different. When we showed them her app they tried to blame us. She then missed her flight because the person at the desk spent 2 hours attempting to check her in. We were told this is why you need to show up 3 hours early. We were 2.5 hours early and she still missed her flight due to the incompetence of the person at the desk not being able to check her in. If you can fly with another airline I highly suggest it. Especially from Ontario. read more

I could not be more disappointed with the service received from American Airlines today. Truly the worst major airline in the US. All 4 flights I took this week were sold as "beverage served in flight" and the crew was too lazy to pull out the drink cart or even serve water. I've taken the same flights twice this year before and the crew had plenty of time for service. There was no turbulence or operation limitations. Pure laziness. That's how little they care about passengers. read more

If you want delayed flights, crappy service, and damaged bags or items, this is the airline to choose.

I'm disabled, was met a door coming in. They took care of me the whole time. The flight attendant helped me put my carry on bag where it needed to go. First class was great. Would recommend read more

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This airline is ridiculous, they are no help whatsoever. I flew last week tuesday the 19th to go to my husband air force graduation and they canceled my flight from DFW to SPS. mind you i flew out from ONT to DFW and when i got to ONT at 4:40 AM i get a text message telling me that my flight from DFW to SPS was cancelled. when i landed in DFW i go to the front dest to see if they could help me find another flight and all i got was "im sorry we can't help you with that" LIKE HUH??? so i was stranded at DFW for about 4 hours having to wait for my husband to get off of work to come get me, Wichta falls is about 2 hours away from DFW. i call the airline to see if i could get at least a partial refund for my $735 ticket and they told me to call once my trip was over. i get back home this past tuesday and i call asking for my refund and all i got was $66.58 and they expect me to be satisfied with that. they didn't have to give me my full ticket amount but give me a reasonable amount of offer me some flight credit SOMETHING. i emailed them still no response. their very unprofessional on how they sold things. i've never had a issue with them until now. I don't recommend anyone flight with this unprofessional airline their workers are useless. Courtney Brown & Sonia Ramos ARE WORTHLESS read more

Their customer service is absolutely horrible. They changed the connecting flight for my son and failed to notify us of this . He's flying unaccompanied minor. So I'm sure that you can imagine the terrifying shock when he didn't get off the plane. Now we sit and wait for another two hours . Hopefully he'll arrive on the plane they said he would this time. read more

Staff aren't accomodating today flight Ontario to London...Rude! 9/26/25 @ 1:20pm Fall in line 3x without clear directions. read more

American Airlines is too big of a company to have handled itself this unprofessional, dishonest, and incompetent. I hold Robert Isom responsible for the understaffing, the inability for operators to take on more troubleshooting , and for successfully setting up the phone system to either not accept or drop your call , which happened several times after hours on hold. I also have no respect for a business that says their delays are due to weather , when all other airlines are taking off and landing at the same airport . My bag has been missing for 3 days and now I am set to leave on another trip tomorrow without luggage , and I have received no help in the phone . Our problems have been with the Dallas Fort Worth airport. I would have to have NO other options to ever fly with American again. read more

Horrible experience-- for the second time! I showed for my flight only to wait 5 hours while they tried to fix mechanical issues. At 2am they cancelled and escorted us out of the terminal. No hotel, no compensation. I called and they said I could go online and fill out a form requesting compensation. Bad. The exact same thing happened to me 3 months earlier, mechanical issues, long wait, cancelled. Not a reliable air carrier with bad customer service. Never again American read more

The WORST! I called AA - Always Avoid and I managed to avoid them for 10 years, but due to work needs and no availability of another airline I had to take AA. 3 flights got delayed by minimum of 1-3 hours and the only one I needed to connect to left EARLY! I literally missed it by 1 minute because my previous flight got delayed by 3 hours! And guess what the agent said? We saw you landed, didn't think you could run from A concourse to the end of C in 5 minutes, so we decided to close the gate early??!! WTF!!! I still arrived 10 minutes before the supposed flight time and the plane was still attached to the gate and they won't let me on and made me wait another 9 hours!!! 8 total hours of delay to get to LA and 9 to come back to DC. How bad is that?! read more

If I could give them a 0 I would. Their customer service has to be the worst I have ever had. We were in New York and a storm was coming in so we changed our reservation to the early morning at the cost of $100 per person. A few hours later we received an email from American Airlines that we could change our flight due to weather without any fees. When we contacted them after just having paid the additional fee, we were told there was nothing they could do. On top of that, our flight from Phoenix to Ontario got delayed 3 hours with no explanation. We had talked to at least 5 different people at airports and on the phone and every person told us something different. MY ADVICE IS AVOID AMERICAN AIRLINES AT ALL COST. read more

The worst out of all the major airlines. Have had a bad experience with them but wanted to give them another chance...ever again. Had a schedule change so I tried to go in standby in Albuquerque...I had NO checked bags and was at the gate 30 minutes before the flight was gonna leave to the same city my flight 3 hrs later was going to...lady wouldn't help me. Finally another lady walked up and said "yes we have room on the flight , but we're not willing to change you unless you have e a high status with us"...don't worry lady , will fly United from now on you scrub read more

Had a very easy experience flying out on this AA flight. The staff is always helpful, professional and friendly. Definitely appreciate the AA staff! read more

American Airlines - First class breakfast... Really good sun-dried tomato omelet - Airlines Near Me - Ontario, California

On time departures, why do you let us book connections when you concistantly fail to be ontime. Love the planes and staff, we cannot be late... read more

Horrible response time canceled flights they don't try to fix the problem they say send a compliant over someone will call you no one ever called read more

Worst service ever don't take it they give you time and then they said sorry for delay. Worst airline ever you can imagine you have delay after delay delay after delay the service at the Good service. I'll give him zero star. read more

This airline is an absolute disgrace! From their lack of empathy from the front-line representatives at the airport to their constant delays. I had a return flight from a medical conference today and my first leg got delayed originally where I would have had approximately 10 minutes to make my connection. The flight got delayed two more times eventually making its arrival time over 30 minutes later than my connection was supposed to leave. I went to airport and spoke with a "customer service" and I use that term loosely as she was anything but helpful to a customer. She was extremely condescending and made it seem like this was my fault for wanting to them to get me home when I was supposed to be home and not a day late. She eventually informed me that I could get a flight out of another airport in the area, and that I would not be in the same class of service and there would be no refund for that upgrade and the transportation cost to the other airport would be at my expense. I wasn't going to argue with her about that, but I think it should have been at their expense since they are the reason that my flight was delayed beyond my connection departure time. I arrived at the other airport and my flight was delayed out of there but that was not an issue as it was about a 10-minute delay which I can accept as I would still have time to get to the gate for my connection. Upon arriving at the next airport, I found out that my connecting flight is now delayed over two hours. Do any of this airline's flights ever leave on time? I looked up the on-time record and apparently very few as they are at 77.3% for on time performance. I will not be flying with this travesty of an airline at all in the future and I truly wish I could give negative stars as that is totally what this company deserves! read more

Besides all the stupid added fees to a ticket you already are buying. Toilet paper squares will be next. Watch their app and or web when you book. It will put a date you didn't ask for so that you will have to cancel, get charged a cancel fee and then get taped all over again but more the second time. Not worth using them. Find a better airline that is not trying to check your tonsils through your anus. read more

So rude! I fly frequently and am a card holder but after the check in experience this trip I am considering canceling the card and using another airline. "Nikki" at the front desk in Ontario, terminal 4 was just so rude. Her demeanor and attitude were terrible. When I asked her for my pass she demanded my ID and stated, "You know the rules." Okay, Caption Obvious. I get it, you hate your job. Don't take it out on paying customers. You are the first step of communicating with the customer. That initial contact can determine a lot and when you wear a uniform representing a company, I would expect that company to hold you to a higher standard. Way to go, American. read more

Terrible airline. Delayed flights, delayed baggage, terrible customer service on flights with attendants. Will never fly with this airline again. read more

In all of the times that I have flown with American Airlines over the years, including this past week, I have always experienced safe, on time travel. Flight crew is always friendly, and as of now, no issues with baggage. read more

American Airlines - Airlines Near Me - Ontario, California

I've never flown out of Ontario before. It's like an LAX lite and although it'll cost a little bit more the benefit are that it's a smaller airport so it's less congested. It's not better than Long Beach or Burbank but it's a nice 3rd option to those places. The reason why I'm giving American Airlines a 5 is because The zipper on my backpack came off the tracks. It would have been a really crappy problem for me except that one of the employees (Monique?) at the check in counter went to the back to offer me scissors and tape for a temp fix. She came back with the manager Nate (Nathanael?) who brought a pocket tool. He took some time out to fix the zipper. Give that guy an award and a raise!! They both had the option of saying "oh well" but they went the extra step. Their above-and-beyond kindness is appreciated. read more

I have been trying to settle my delayed bag reimbursement issue for over three weeks now (they delayed my checked bag for my Italy trip 7 days out of an 8 day trip) and I've received no settlement for money that I did NOT to spend to replace my items (clothes shoes etc). Not only will I NEVER fly with them again as this isn't the only time they have done this with my bags (delayed my bag three years ago to Jamaica) I will be filing a claim in small claims court. Do NOT fly American Airlines if you expect your bag to fly with you to your destination. read more

Terrible airline. I am a frequent traveler, and among all the airlines I've used AA is by far the worst. One time I called their online support trying to solve a login issue, not only she couldn't resolve my issue but she just hung up on me. The other time we were on their plane to an overseas destination. In a 12 hours flight we were in a seat that so narrow and tight, which caused us to see a chiropractor the next day. Avoid American Airlines if you can! read more

They could improve retraining their American Airline check-in staff to be kind and courteous to their customers as a first step. I do appreciate the manager and assistant manager for their assistance in this matter reassuring me would talk to their employees. I am not posting photographs out of respect of these individuals. I just want people to be aware of threatening and negative attitude of these American Airlines employees. read more

Hard to believe I have to take the time to write a review for what should have been an amazing start to a trip to Ireland. Through American Airlines I purchased full fare Business class tickets for a flight on July 26th from Philadelphia to Dublin Ireland. It was a red eye flight so the whole purpose of buying those seats was to be able to lie flat and sleep so I could arrive refreshed. Unfortunately, the seat malfunctioned and couldn't lie flat completely, and caused a gap where your legs laid upon a seat cushion- making it uncomfortable. The attendants couldn't fix it so I was stuck. They encouraged me to reach out to Customer Relations to discuss the issue. I tried multiple times ( you have to send in a response via their website), getting a form letter response- saying they apologize for the inconvenience- and that they will inform leadership of the issues- but zero resolution. It wasn't until my 5th on line inquiry that I received another apology- and was given a $73 voucher. I paid over $1000 for the sole benefit of getting a lay flat seat. After I responded to that offer that it wasn't equitable, the representative responded saying that based on my issue as explained, that was all AA was willing to compensate me for. Unbelievably poor customer service. One would think that a full fare paying customer- would generate a level of concern to make things right. Shame on you AA- just another blemish on your customer service record. Since I doubt they will do anything further for me- rest assured myself, family, and friends will no longer be flying AA's. read more

Terrible Customer Service!!!! And we are still have outstanding issues that we are trying to work with them on to resolve for over a month!! We (3 or us - 64, 71 and 74 years old) were flying to Rome on April 30 but bad weather in Dallas started our whole problem. We understand the weather is not caused by American Airlines, how they handled or didn't handle the situation is. We missed our connection flight because of the bad weather. There was not enough staff on hand to help all those impacted to get rebooked. We booked another flight on Iberia ourselves to insure we made it to Rome for the cruise. (We were told we would not have to pay for the change, but we did have to pay $2268 at that time and we figured we would deal with that later). Unfortunately our luggage did not make it to Rome with us. We filed delayed luggage reports with both American Airlines and Iberia. We called American Airlines multiple times every day to get an update on our luggage. (American Airlines said they we update us, but we never heard from them, we always had to call. We even had air tags and told them where our luggage was each time) And besides wasting a lot of our time for the first week of our vacation trying to get our luggage to us, we even then we had to leave our cruise to go to the Barcelona airport to get our luggage ourselves (7 days later). A nightmare for sure. And since returning home we have been trying to work with American Airlines to get reimbursed for the additional tickets we had to buy ($2268) and for some of the items we had to buy because of the delayed luggage. We have written customer service to try and get help. They have passed the buck for our reimbursement of our tickets because they say its not their issue and we need to now go to Iberia to get our money back. (no concern what so ever that their customers we not happy) (And we still haven't heard back from Iberia) As for our costs for our delayed luggage, we have filed numerous times with their delayed baggage claims. They kept claiming that we hadn't attached the receipts, which we had. So we sent them the receipts like 3 more times. Then on follow up, they now say they've lost our receipts. We are still waiting to hear back from them on our latest submission. I have been an AA frequent flyer member for decades. It's been awhile since I have flown but I continued to maintain my milage because I valued my previous experience with American Airlines. I no longer feel this way. What happened to their customer service? I am so disappointed that no one valued us as customers anymore!!!! So we are still out over $3200 and fighting every day to try and get things right! HELP!!!!! Paula Bentley (paulabentley@sbcglobal.net) read more

I will never use this airline or anything associated with this company unfortunately the worse customer service and worse reservation or flight had twice bad experience and capital one read more

DON'T fly with them. We got there 35 mins before flight take off and they said it was too late and the gate was closed. Even though it literally says on the boarding pass that the gate closes 15 minutes before take off. You get through security in 5 mins, it's not LAX. So shout out to MARIO for being an a** and making my little brother miss the flight by saying the gates already closing. I always liked Luigi better anyways. read more

American Airline flight AA3079 to Phoenix from OKC. First, let's just say the white flight attendant was a straight grump. I'd use another word for her, but she def needs a new job with her crappy, snappy attitude. The onboard WiFi was not working so people weren't able to access the updated connecting flights in Phoenix so they were asking this gal (white girl) about time. All she kept repeating was, "it's a 2 hour flight and that's all I can tell you". Asked her about WiFi- and she simply just said, "sorry, I can't help you with that". I paid $520 RT for 2 tickets on AA (which is hate this airline but needed a last minute one and my husband booked this crap). We were crammed in like sardines, during Covid. American Airlines says not Gator face covering but you can sit 1' from a stranger because they fill the planes to capacity if they can. No mask checks and I think the flight attendants barely moved from the back of the plane except when we were about to land. Again a 2 hour flight. The least they could have done was make sure we had access to see our connections. Jerks. What the heck is wrong with this airline and it's crappy employees? No wonder AA has a FB page strictly for people who HATE AA. It's not surprising. And the flight attended who woke up on the wrong side of the bed- you seriously need a new job and need to stop settling for something your not cut out to do when it dealing with customers. You're lucky I didn't take a picture of you and tell you to go eat a dick. I had my daughter with me, or I might have gotten thrown off the flight because I really wanted to call you out on your shitty attitude. And just for the record, the other flight attendant (I think she was African American) was just fine. Seemed pleasant enough and def didn't stand out as a biotch like the white gal. They weren't wearing name tags so best description I can give is race. It was a small jet, it wouldn't be hard to figure out. Of fact, this gal (the black gal) should get employee of the month for putting up with her partners nonsense attitude. I hope this is the last time I really have to fly this airline. They need a lot of work all around. read more

American Airlines - Airlines Near Me - Ontario, California

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I have never had a worse experience than flying this airline. My original flight was late. They changed the ticket to stay all nite in Dallas. I was on a vacation and was supposed to get a connecting flight with my daughter to NC. Now they tell me I have to wait 3 hrs for them to get my bag so I have clothes tomorrow. DONT EVER TAKE AMERICAN AIRLINES ANYWHERE. THESE PEOPLE NEED TO GO OUT OF BUSINESS! read more

This is the worst airlines ever. They will not refund or credit even when there are restrictions to get into a country. Very unprofessional and service is terrible and just want to take your money. Use Delta instead! read more