Web site failed to allow check-in 22 hours ahead of flght. Web site offered exit row upgrade but failed to complete purchase. Customer "service" required over 1/2 hour and two attempts to reach a person. That person disavowed any ability or responsibility to resolve these issues. read more

Our simple hour flight to LAX turned into 2 hours on the plane at the gate waiting for a chair on board to be fixed and weather to clear after we missed our window to fly due to the chair. We spent 3 hours on board with an infant and missed our connecting flight to Maui. We then had to wait 4 hours at LAX for a new connection. A 16 hour travel day because American Airlines can't figure out how to problem solve. And the flight attendant pushed my arm and my baby out of the way of the cart coming from behind instead of giving me a heads up. Rude, useless, waste of money. Don't fly with them. read more

If I could write a worse review I would I just don't know how. 1) flying my niece and nephew up from phx to Reno for skiing at Tahoe ....they had the kids in the system but zero record of me paying even though I had the confirmation and selected their seats.....their dad had to buy new tix for them to travel. 2) their flight was turned around after 20 mins due to technical issues. 3) no updates on their end as to when they'd leave (I must point out that 2 other flights left phx and landed in Reno before they even boarded a plane) 4) signed up for alerts to notify about the flight status because the counter here in Reno was clueless to what was happening 5) first alert comes in...flight leaving at 1:15 PM phx time arriving at 12:16 Reno time (this must be some new time travel space shuttle American has with a 1 minute flight) 6) still clueless at the counter in Reno. 7) next update comes through at 1:50 my time saying the flight will land at 1:04 (they must mean tomorrow at 1:04pm) 8) counter still clueless (I point out I continue to go to the counter since the flight is still not listed on the arrival tv's) 9) counter tells me maybe 2:30pm arrival...maybe?!? Is this a joke 10) zero compassion from the counter for ruining 1 of 3 days I get to spend with these kids in a year....horrible joke 11) ZERO compensation from the airline regarding this mess. NOT EVEN OFFERING TO VALIDATE MY NOW $26 ALL DAY PARKING FEE!!!! in closing I would like to thank you for flying American Airlines via American eagle operated by some other airline you've never even heard of.....NICE JOB AMERICAN AIRLINES....you.....are.....a winner! Eric Beneker reporting read more

This has to be one of the worst airlines out there. They have the worst customer service first of all. When you ask for help on something they just want to end up having you do all it on there online system. Why do they have lazy,incompetent, and rude employees that never want to help, where has customer service gone these days. Only place you can go and get great customer service is Utah, everyone is nice there. Starting from the gas stations to fine dining. This airline is just so invasive as well, I got yelled at for not having my mask on but the funny thing is I was eating the snacks they provided me, I guess I needed it on my chin, couldn't take the whole mask off.Maybe you can hire me for manager @Americaairlines because there is a lot of things you need to change. It's not just the Reno location, whenever I've flown on this airline it's been a horrible experience. I've also seen so many social media posts of American airline employees being rude and disrespectful to paying customers, kicking people off the plane, just doing whatever they want to do. read more

Flew in on American yesterday and noted how dirty the seat and seat belt was. Had a meeting in Reno today at 11 AM but woke up with strep throat no doubt from the disgusting airplane. Went to the emergency room and got antibiotics and came to the airport try and get on the 11:30 AM flight direct home to Chicago. Waited line and when I get to the counter the very ignorant Shannon behind the desk says she can't help me she's dealing with a delayed flight right now. I said I'm sick and I need to get on this flight home she said I can't help you. Would not look up from her computer to even acknowledge me. I said I will pay for the flight I don't even need to change my existing flight and she just ignored me and continued to tap away at her computer. Really great feeling completely miserable probably making everyone sick around you and the very ignorant customer service person doesn't even acknowledge that a human being is speaking to her! Absolutely disgusting! read more

I know customer service is of little import to a company like American Airlines, but feigning interest makes matters worse. I'm sure dealing with grumpy passengers is an unpleasant job calling, but you called it upon yourself when you took the job. Either do your job, or find a new one. Little wonder Southwest makes the rest of the industry look like fools. read more

I recently flew from RNO to PSP vis PHX. When I arrived at the gate to board I was advised to check my carry on through to Palm Springs because American's small planes have no overhead space. I did so and my bag was checked through to PSP. When I arrived several expensive items were missing from my bag. I notified American,however, since it had been more than 24 hours they would not honor my claim. DO NOT LET AMERICAN TAKE YOUR CARRY ON BAG AT THE GATE! They cannot guarantee its safety. I fly frequently on American but will no longer do so. Their customer service has been horrible except to say "We're sorry" in an email. read more

Worse Flight for Delays going to Chicago for Family wedding 5 hour delay due to flight crew? Under staffed but yet charge an arm and a leg for flights, I did get a $100 voucher read more

Its sad how you tell people to be at the airport at a certain time and you have no one working. I have never been to an airport that is completely shut down. Maybe if you guy would use some common sense. You wouldn't tell people to be there when a place is closed. Especially for people that is in need of a wheelchair. My mom was stuck at the curb waiting for some one that was supposed to be around ,but no a high paying business can't have people at there counters. Just sad how much you pay for a ticket and you don't get the service you pay for. If I could give a minus star thats what I would put and never recommend this airline to anyone. read more

STAY AWAY FROM THIS AIRLINE!!! visited for my sons graduation, they lost my bag and could not locate it. We made it back home and 2 days later we were told it was at the baggage claim at the airport that we visited! Horrible horrible customer service!!! read more

Pretty good as far as most airline check in desks go. Usually always enough staff to move lines fairly fast. Staff pleasant and will definitely take the time to help with ticketing issues. read more

We took a trip to Charleston SC. Going there we had Delta...who was running late on the first leg and purchased pizza and sodas for the customers... Wow! every plane had individual viewing screens and free movies and wifi. On the way back we flown American. All three plans were older and smaller. Over all service was just ok...they had free wifi but it was really slow and you had to pay extra for faster service.. read more

Got to Reno International Airport 1 1/2 early for 7:04 a.m. flight. There was only 2 gals working to check us in. Most the kiosk were out of service! Everyone kept getting in the wrong line and sent back after waiting 20 - 30 minutes to the next line which was at least 50 people deep. I was flying back for my brothers funeral (today 6-8-21) I waited in line for 2.5 hours and naturally missed my flight. They did not care and wanted to put me on a flight today (day of my brothers funeral) getting me in at 9:30 a.m. I would have had no way to get to the funeral because all of my family and friends would already be at the funeral 2 hours away from my destination! I am sick to my stomach and wanted to say goodbye to him and see my family. It was a total fiasco and unacceptable. I think they were all just trained because it was taking 10 to 15 minutes to check one person in. I asked about a refund or credit and she said I would get a credit that I probably won't receive of $674.00. She gave me nothing. I will never fly American again! I am hoping many of the other American flyers will report what happened in Reno on 6-8-21 in the a.m. since I'm guessing most missed their flights! read more

If I could give 0 stars I would. We flew American from Reno to Phoenix on Sunday. I am disgusted with how this went. First of all, the flight was full, no social distancing to speak of, no spacing between rows, nothing. Completely full. Next, we arrived early into Phoenix. Great, right? Nope. We had no gate to go to, so we sat, with other restless travelers still in the plane for an additional 30 minutes until we were able to exit the plane. Ugh! But the biggest issue of all, is that this horribly greedy and irresponsible airline in the age of Covid decided to have 10 flights all receiving luggage on the same carousel!!!!! OMG!!! This was not social distancing at all, even though there was a lovely flashing sign below the carousel that said "please stay 6 feet away from others".... terrible!!! It was a huge crowd, and why wouldn't it be? 10 flights of people coming from all over the country were trying to grab their luggage from the SAME carousel, when there were at least 3 other carousels that were empty. Greedy, stupid, careless and inconsiderate. As we left with our bags, I saw many elderly folks in wheel chairs. What about them? How are they being protected? Disgraceful, American Airlines. read more

If I could give zero stars for this piece of crap company I would! If you have ANY brain cells NEVER waste your money flying with a company like this! Tried to call and tell them that I had a family emergency and could not show up for my first flight but needed my second flight, they wanted to charge me an additional $200 per person per ticket to only show up for my return flight. What complete CRAP!!! I already own and paid for the damn tickets! Absolute worst company with the worst and rudest customer services I have ever experienced! As someone who has over 15 years in customer services I am absolutely shocked at the way this company handles situations, especially when someone is going through an emergency! WORST SERVICE EVER!!!! read more

The ticket lady was completely un informed about Canadian customs and culture.She thought you need a visa to go to Canada she was a complete idiot. read more

Flight to Reno for Bowling tournament was cancelled because no crew available 6/22/2018.. was re-booked going to Sacramento, CA and had to rent a car to get to the tournament in Reno, NV at my expense. Then tonight 6/24/2018 return flight tried to check-in because I got an email but it says I can't check in. Go to my Advantage Account and flight not there. Looks like the person when they re-booked me deleted the return flight. Calling AA to get their screw up fixed and have been on hold for 2 hours so far... What the heck is wrong with these people !!!!! read more

We had a "free flight" on American. We had to pay seat premiums, their website was down, so we had to pay $50 to have AA book our seats, had to pay baggage fees. When we were boarding they wouldn't let anybody in group 7,8 and 9 bring on their carry-on luggage. Got on the plane, we passed 7 overhead bins completely empty, including the one directly over our seat and the one across the aisle. We got to our destination, and they broke one of our checked bags. On the return flight, lost cabin pressure, oxygen masks down, rapid descent from 37,000 feet to 10,000 feet (no explanation of what was going on until we started cruising at 10000 feet), AA put us in a room. Got to the room at 4:00 AM. AA reissued flight wouldn't get back until two days later. Hotel desk said voucher was good for both nights. Probably got two hours restless sleep. Called down to front desk to confirmed second night. They said AA called and cancelled second night for everybody. I called AA and they still said I was on the plane coming back 31 hours later, but they couldn't extend voucher on phone. Had to go back to airport counter to get new vouchers. Got back to airport at 9AM, counters closed until 11:30. Got new vouchers and back to hotel. None worked. At that point I was done with AA. Booked SWA back. Perfect flight. Will never fly American Airlines again. read more

I had the worst experience ever and I am a experienced traveler, that's why I always go the day before when going on a cruise. So it starts off March 30 2019 with the counter lady whom was being terribly rude and super bossy when all I was doing was adding name tags to our luggage, she snapped at me and said that line was closed I told her I wasn't ready at the moment I was filling out our name tags, then she grabbed my husbands bags and said we have to check in over here. Ok I guess with us being the only ones here this is a do right now moment. So she didn't give me time to go to the kiosk and check our own bags in. $100.00 she says. Ok done Now we're off to start our nice vacation, we get on our plane at 9:50 am going to Arizona then Tampa, and we sit and wait and sit and wait I guess some kids ended up on a flight with Grandparents and no Parents it was a 35 min fiasco, We have a connecting flight in Arizona, anyway they kept reassuring us that we would make it on time. Finally we take off, land in Arizona with like 7 minutes to spare, we run and run get there right as the doors were closing, I mean they can see our flight was late not us and we get more crabby attitudes, Land in Tampa I get text message that two our our bags will come in at a later time, Really? Ok where is the 3rd bag ? Low and behold that bitchy counter lady put the wrong name on the luggage, thank god I put a name tag on it because it is in Los Angeles. Now I have to board a ship the next day by 11:30 am and we have a reservation at a 5 star hotel the night we arrived but no attire to attend. So that was canceled. I now get a text 2 bags will be at our hotel by 7:00am the next morning still no word on the 3 rd bag, talk about a sleepless night, not to mentioned my husbands meds were in one of the bags. Finally at 7 am I called and my 3rd bag landed so I Uber to the airport gram that bag and at 830 I finally got the other 2. What a horrible way to start a trip all because we took off so late. The people at all counters with American Airlines act like they hate their jobs. We were excited we were going on a much need vacation, instead the first 24 hours were miserable, and it all started with that impatient counter person! We even upgraded our seats... worst service ever ! read more

They over booked flight, several couples had to trade off for vouchers. The flight attendants upon boarding were extremely unfriendly. This is unsatisfactory for the industry. I won't be flying American Airlines again. Btw flight 511 on Sunday the 18th read more

MINIMAL customer service. I was told that an issue with our flight could not be resolved because they didn't have the man power or a supervisor to over ride the issue, so I would have to find another way to solve my problem. When I told the customer service rep that this would cause a domino effect of multiple missed flights her response was that they could help me find a flight at that time. Are you kidding me?? Not impressed with American Airlines today. read more

Really unhappy how they handeled flight aa2975 on Sep. 3, 2017. we feel cheated and lost our Connection which was on a different ticket. Bad Communication was what pissed me off most read more

We were so cited to be going to Germany, we booked a flight thru American Airlines. About a moth before we were to leave, we received an email that said our flight back home from Chicago was canceled. We booked our own flights from Reno to o'hare Chicago and back! We flew another carrier booked by the travel agent! So we had an 830 pm flight coming back from Europe with American, because we had to get off of our transatlantic flight, go thru customs, grab our suitcases, go to American counter get our new boarding passes and get thru security and board the flight. We had 31/2 hrs to do this., they changed our flight to give us 1.40 to do all of this. It wasn't going to work. I called they said that we could spend the night in Chicago and fly out in the morning. They also said they would discount the room. Well the room was 121.00$ for the night. They also said we should contact American to let them know our situation. I have emailed as I was told too, 5 times never received an answer! Bad business, not at all impressed with their follow thru. I will never fly them again, bad service, and the run around! I've called several times n emailed several times with no resolve. Because of all this, it took an extra day to finally get home, but not by our choosing. Thank you debra fry read more