So I guess American Airlines really does NOT care about it's customer service AT ALL!!! If there was an option to leave star dust instead of a whole star - I would have. Let's start with the "unexpected" delay because American failed to staff a crew for the flight - and when you tried to speak to the AA Rep - she was actually yelling at people - "I'm not helping anyone else - I have to go - I'm supposed to be at another desk right now! Seriously, go away from the desk!" Really? Unprofessional, uncalled for, and flat out unacceptable. Then on the flight back - the incoming plane that was to pick us up was 25 minutes behind, thus causing the arrival at my transfer to late. Mind you, I only had that 25 minute window, which THEY screwed up! Run to the gate to catch my connecting flight - with what I thought was 8 minutes to spare - plane is GONE! G - O - N - E !!!!! So I try to speak to another of the elitist AA Reps, and he must have been on his cycle - reads my boarding pass, and says - "you are at the wrong gate." I stated I was well aware where the plane was boarding, but it was gone - so what do I do? Where do I go to try to get another flight home? He snarkily tells me, "Gate B26 - but they can't help you!" Well thanks for that - someone got coal in their stockings - I mean the actual stockings he was wearing, obviously he must have been in excruciating pain to act like such a giant jerk! I get to B26 - and get told the only other flight out that night was full - no available seats. I start to explain what happened, and how this was all American Airlines fault - not that I arrived late - I can't make the pilot speed, or trust me, would have. Because I am a little excited, voice up, not yelling, but worried about how I am going to get home - I'm trying to explain how the initial flight was late getting to the gate, and thus leaving, and why didn't the connecting flight know that people were on the flight that was coming in late - and, oh I don't know - WAIT FOR US!!!! The filipino manager with too much power and hairspray and a big case of Napoleon syndrome, tells the AA Rep, not to help me! REALLY?!?!?!?! Who died and made you god of Terminal B! What the actual F---!!!! So then I try to reach Customer Support online, and get someone who wants to play games with me - telling me I cancelled my flight - um, NO - called a number I was provided, and told I would get a call back. Got that call while waiting on the shuttle to get a rental car to get home. That guy had a slight case of Tourette syndrome, tells me he's putting me on a brief hold - next thing I know - I'm back in the call link being told that someone would call me back in 2 hours! Meanwhile, I'm now in line, attempting to rent a car - which by the way cost me $512.00 dollars for ONE DAY - but does American Airlines care - NOPE!! They still keep telling me, I was late for my flight and their Risk Management Training kicks in, and they go all - well, we are sorry for the inconvenience BS - can we give you $50.00 towards your next flight? Seriously - you think I want to go thru this again? WHY in the F--- would I want to do that. Now I'm out $1200.00, with the flight screw ups and the rental fees - and all you want to give me is $50 towards another flight with you terrible Customer Service BULLIES! NO THANKS, HARD PASS FOR ME. NEVER - EVER - EVER - EVER - Taylor Swift that thing in you head - NEVER flying American Airlines again. And still waiting for a real apology and reimbursement for all my inconvenience. I think it's only fair for them to pay for the ticket that trapped me for 3 hours, totally left me behind like a foster child, and the fee for the rental car. Willing to discuss this - but they aren't - why you may ask, and well you should - because THEY KNOW THEY ARE WRONG BUT DON'T WANT TO ADMIT THEIR SERVICE IS WORSE THAN FRONTIER!!!!! Now, I am more than willing to hear you out on why you think I don't deserve compensation - my booking number is MNNGAE - if you have people that read these things and you actually want to save face - you should look it up and contact me. Otherwise, I think a nice billboard by the local airport telling everyone that they should choose anyone other than American Airlines is what I want for Christmas. read more

On 9/23/19 My wife and I had a flight to Mobile al.departing at 8pm. It was cancelled with no reason given. I was sent an email and text at 6:29pm that we were being rerouted to Mobile thru Dallas Tx on a flight that left at 5:58 thirty minutes before we received the Text. We were given a hotel voucher for the night and (1) one $12 meal voucher each for (3) Three meals Dinner on 9/23 and Breakfast and Lunch on 9/24 as our new flight was at 1250 on 9/24. We could not eat off of Mc'donalds dollar menu for that. Dinner on 9/23 was 49.78 plus tip. Our Breakfast was 18.56 plus tip Lunch. Our lunch at the airport was 34.98 plus tip. No alcohol was consumed as we are not consumers of alcohol. I also have to pay an additional parking day at Mobile $10. We had 3 tickets to a Paw Patrol concert in Mobile to take our grandson $ 67 each. It took place at 10am the time we were still in Charlotte waiting for our 12:50 pm rescheduled flight. The real issue is trying to explain to a 3-year-old he did not get to see Paw Patrol a show he had been anxiously awaiting because a company has to pay their CEO 12 million dollar a year and some bean counter figured out a way to save a few dollars at the inconvenience a few passengers. My wife is handicapped and had to go thru TSA check again. The extra time standing is very hard on her as she has had back and knee surgery. She also suffers from mental health issue anxiety related and her medicine was on our checked bags as she only had enough on her carry on for the day. There were 2 earlier flights that we were not given an opportunity to book that because I had booked this flight with points which obviously affected the rebooking options. It should be noted that the points used were from being a loyal American Airline customer in the past. I must emphasize from the past as I will only fly American as a last resort in the future. When we arrived at Mobile a day late our luggage was not on the plane. The counter clerk in Mobile was a poorly trained employee that could not determine where our bags were. She provided a 1 800 # and we reported our bags delayed/lost. After I call the number provide it was determined our bags were in the Mobile airport. We were told they would be delivered after 6:30 pm as that was the last delivery run of the day. The next Day Wednesday 9/25 I again called about our bags. I was told they were in Mobile airport and they would call when the lost baggage office opened. There is not a lost baggage office for AA in the airport only Delta has an office to address lost baggage on site. The personal at the ticket counter handle lost bag status as there are employees there at 5:30 am to handle the 4 flights that leave before 10am. I guess multitasking is not a skill required of your employees. Again, I was told my bags would be delivered that day. At 5:30 pm I called again praying my bags would make the 6:30 run but they did not. My bags were finally delivered at 11am CST after calling again Thursday morning. I first tried to file a complaint thru your website. The first attempt I was timed out as I was composing the complaint. I logged on again and this time there was a character limit on your complaint. I am very disappointed that we were used to increase your corporate profits as plane was probably cancelled due to not enough ticket sold to maximize your profit. Just glad everything goes good for your 12 million Dollar CEO. Total additional cost to us a senior citizen living on a fixed income is $290.32. Have a blessed day. Best Regards John Lilley read more

When a person books a flight and request assistance due to handicap, honor it! American Airlines left a handicap woman laying on floor next to ticket counter for two hours making her not only to miss her flight and to have to fend for her own wheelchair and assistant. AA exploits their passengers to keep afloat! There is a saying my dears at AA, if it's on camera, it happened! Thankfully security camera will be lawfully accessed and utilized to demonstrate bad behavior from all AA employees! To continue to step over me and ignore is wrong and disgraceful on your part. We will see you in court for discrimination towards handicap! read more

AA's assigned seats for me and my blind elderly (90 year old) dad has us sitting four seats apart for three of our four flights. Dad needs lots done for him...verbal reassurance, escorting to/from the restrooms, handing him things he needs from his bag, etc. The AA rep was polite but the up-sell is a $189 upgrade to get seats together. We are both on our social security pensions. AA wants to teach us a lesson for flying basic economy, and this is what we learned: don't use their services again. read more