I rarely write unpositive reviews but my experience with this airline has been so disgustingly negative, I feel compelled to. I avoid flying with this airline at all costs but decided to give them another shot since Alaska Airlines does not fly from Tucson to San Diego. I am traveling with a SERVICE ANIMAL not an ESA. I called prior to leaving for my trip to confirm that my dog was on my reservation and it ended up being a 3 hour battle with these reps because they don't even know their own policies. I read verbatim their policy to them and they were still arguing with me that I was incorrect. The first rep hung up on me, the second actually apologized when she herself finally pulled up the policy and realized I was correct. I asked to speak to their supervisor to inform them of their representatives lack of training and professionalism and she then proceeded to argue with me as well. By the end of the reservation all misunderstandings were worked through but I just received a call from their specialist since my flight is on Wednesday and AGAIN, this is an issue! It is embarrassing and distressing enough that I have to have added attention drawn to me when traveling but to make your paying customers feel like you are being discriminated against and treated as if they are liars speaks volumes for your company. Do not tell me that I do not know what kind of working animal I have, do not correct me when your "specialists" are in fact the ones incorrect, and I suggest invest in training your reps. I will not be providing my doctor's letter with my HIPPA information on it. My dog's service animal ID, letter, harness, and behavior should be more than enough especially since your policy only requires ONE of the above. This is twice now that your reps have hung up on me due to the frustration of their own ignorance. Never again. With so many company's going out of business it is embarrassing that yours is still running. read more

Now I remember why I stopped flying American Airlines years ago. Connection from DFW to Lafayette LA was cancelled on Sunday (with absolutely no notification) and they automatically rebooked me on MONDAY. After standing in a customer service line of nearly 200 people with only two agents to help I found out 2.5 hours later that I was in the wrong line to request my luggage. Stood in another line for 45 minutes and agent said she would request the bag get pulled. She sent me to another location in another terminal. Another hour later and I was told that that agent had no idea why I was sent there, that the previous agent had actually put a "priority rush to LAFAYETTE" on my record, not a pull. He told me it would take 2-3 hours to get the bag, so I went back into the terminal again. 2.5 hours later I was told the bag was on the last plane of the night to Lafayette - never got pulled anyway. Ticket supervisor was amazing able to get me on a flight back to my original airport (Phoenix) despite the fact that earlier in the day I was told there were no seats on any flights to Phoenix until Tuesday. Arrived in Phoenix 16 hours after I left there, and still had a three hour drive back to my home in Southern AZ. Here's the best - I have been trying to get my luggage returned since Sunday night, and the bag is STILL sitting in the baggage office in Lafayette. There have been three requests for it to be shipped back and they JUST KEEP IGNORING THE REQUEST!!!! How are people allowed to provide this awful customer service and not do their jobs. Asking for a supervisor is worthless - I'm told there are no supervisors in baggage complaints because the people are trained to handle the problems - funny, they may be trained but the folks in the field are obviously not trained at all. I am at my wits end, I have been telling them that I important medical supplies in my bag that are necessary, but there is no response anyway. As a very frequent traveler on many airlines I just got an AA credit card to build miles faster and take advantage of what was portrayed as better perks/services (i.e first bag free, earlier boarding gate, neither of which did I get on this trip, BTW), but I have cut it up today and promise to never, ever, ever fly another american airlines or partner flight in my life. If anyone knows how to get some attention to get my luggage moved out of Louisiana please let me know. If any other business treated their customers with this level of customer service we would all be out of business. So why do we allow an airline to get away with it? read more

AA recently consumed US Airways and the lack of integration of their services shows brightly. We purchased roundtrip tickets well in advance, Tucson to Monterey and back. The ride up was fine, a quick hop to Phoenix, then a direct flight to Monterey. All well and good. But when we returned to the Monterey airport several days later, the return flight was nowhere to be seen. The reason given: a crew member had failed to show up. That happens. However, in Monterey, there were no agents available to help the 40 or so stranded passengers figure out another way to get to their various homes. Everything had to be done by phone or online. The phone wait time was 60 minutes and the online service useless, uninformative and without anyway to know what was going on. All we could do was jump on the next plane to L.A. and hope for the best. We got into L.A. way too late to make our connection to Tucson. No one was waiting at the gate to help us out. In fact, had we not buttonholed a passing cart driver, we would never have known where the Customer Service counter was, where we had to book another flight. We got to the counter, finally, but there discovered just one agent who had to deal with about 35 people in line, many of whom were from overseas and barely understood, let alone spoke, English. I left the line -- which was barely moving, 15 minutes per customer -- to find a supervisor. I found two. They declined to give me their full names, telling me, "You know our first names, that's all you need to know." Besides being rude, they were covering their behinds: the managers, who were calling around for hotels to house the multitude stranded by American's scheduling incompetence, well outnumbered the front-line agents (by now a second agent had turned up, a good Samaritan who volunteered to assist) struggling under pressure to get everyone rebooked and put up for the night. Talk about a mismanaged operation. Kudos to the stalwart Customer Service agent who helped us, finally. She quickly got us on a flight out the next morning, gave us vouchers for room and board, and booked us into a very nice hotel near LAX. We didn't get much sleep -- we ate dinner at the terminal's pizza joint around midnight -- but we did get a SuperShuttle the next morning that got us to the terminal in plenty of time to catch an AA flight to Phoenix. The one-woman in-cabin crew did an outstanding job of making us feel comfortable on a very small plane and also providing service with a smile. The captain told good jokes. All in all, though, flying with AA was a disappointing experience. Sure, we got where we needed to go ... eventually. But the number of times we were left to discover our own way around Monterey Regional Airport and LAX, discovering which planes to take, where Consumer Service was located, etc., was unprecedented in my history of flying. The many foreign guests left in the lurch by American, especially those who did not speak English, must have returned home with little good to say about travel in the USA. Chalk it up to airline deregulation and the resulting competitive jungle. For all practical purposes, Tucson -- 33rd largest city in America (pop. 475,000) is served by only three airlines, American, United, and Southwest, the first two flying small planes and then only a couple of flights in and out. And Southwest, still the least expensive of the three, with the best in-flight service, is beginning to raise its prices and limit its Tucson service. Amtrak's looking better, as is simply jumping in a car or on a bus and hightailing it. It's no privilege to fly these days, as it was before airline deregulation. That Reagan, he really knew how to have a "Good morning, America!" But then, he had Air Force One and a fleet of helicopters to get Nancy and himself around. Now it requires a private jet. Maybe we should start begging the rich for rides. Maybe not on American. read more

This is possibly one of worst run airlines I have ever had to deal with. Their complete lack of customer support is something to be noted to and at all costs be avoided! Don't ever fly American Airlines especially if you happen to make a mistake on a booking for your flight to your grandfathers funeral, and once this error is noticed try and change it so you can attend the funeral service only to be told that you will be charged an additional two thirds of the original ticket price to change the ticket to the proper date (the difference + $200.00 change fee) with no exception. Well AA screw you! Your company not only lost a loyal costumer who frequently travels for business not his entire families business as well, and I can only hope the rest of your business as well. read more

these people have made it their goal to make my life hell. because of this airline I missed every flight I needed to make, they lost my bag and now won't do anything to help me. I spoke with Oscar who claimed to be the manager at the Tucson airport and he was incredibly rude and didn't try to help me in the least. they lied constantly about when my lost bag would be brought to me and now I have to go back to pick it up my self. I will NEVER fly with American Airlines again and I warn anyone else not to fly with them either. I'd rather be a cow to the slaughter then ever fly with this airline again. read more

I signed in to complain about a delayed flight, an unresponsive agent, and a lack of informed personnel. (My elderly mother was stuck in PHX on a diverted flight while the company tracked down a co-pilot. That inspires confidence.) But there is not much I can add to he multiple one star reviews that are already posted. Apparently the industry has looked to United as the model for customer service. read more

The airlines check in department would not let me board with my dog from Tucson. This was at 5AM. He has flown with them before, as well as I pay a fee of $125 to have him fly with me. He is ESA approved and they still would not let him fly so told me to make other arrangements. I had 3 hours to then get to Phoenix for my conneting flight and called ahead to let them know I had a pet flying with me. All was good until check in to receive my boarding pass. There is only 1 line with American to check in with pets, which cannot be done at the kiosk only with an agent. I waited in 3 lines for over 30 minutes and then was told my flight was closing the doors and they would not let me on. No calling them to let them know I was here and coming that way, no TSA pre check for security, just nope not going. Then they said we can get you a flight for 7PM but cannot guarantee you will be on it as it is standby only, I was checking in at 8AM to leave. Needless to say I missed my daughter's baby shower for my new grandson and have never been treated so poorly by staff at an airline in my life! Be careful they are uncaring, unapproachable, non-negotiable agents. I was not even offered an alternative, just told nope. read more

American Airlines says you can cancel a flight within 24 hours, however what they don't tell you is that is will take you a month or more to get your money refunded... They said this is a manual process...and they are a big company... Can you imagine the millions they are making in interest while holding our money. read more

I booked a flight over the phone because the website didn't work and the agent booked my return flight a month later than the date I asked. Gate agent in Tucson-Debbie, lied to me about being the manager (she wasn't) and literally told me its my problem not hers. Refused to help and then left the counter with nobody to help the long line of passengers waiting. When I finally rebooked, it cost me 375 +25 for a bag I will be shorting AA on the market, they can't suck this much and survive. Maybe it's the union workers at the airlines that couldn't keep a job at McDonald's that seem to have a sense of entitlement to make you day miserable. read more

We just had the best customer service with American Airlines. We were unaware that we needed travel visas for one of the countries that we are traveling to and the woman at the desk was so helpful and understanding. She assisted us in purchasing travel visas online and had us on our way in no time. Took a lot of stress out of the situation. Thank you so much!! read more

During a recent trip I flew on two different carriers, American and United. Sadly I had delays on both sides, but the big difference was the customer service experience. When weather caused a flight to be missed with United all it took was a simple 5 minute call to customer service and my entire party was rebooked on the next flight and shortly after had boarding passes in hand. When a mechanical issue caused a delay in my American flight I contacted their customer service and they were clearly uninterested in fixing the problem. Their idea of a fix was to essentially put us all on standby and hope for the best OR wait 24 hours to possibly get a flight. The only thing that saved the day was another mechanical issue that caused my original connecting flight to have to switch planes which gave us a chance to make the connection. What I concluded form this was I can rely on United to work with me, but American Airlines will pretty much tell me to cross my fingers. read more

bag fees. long lines. "weather" delays. old shitty equipment. rude people. "economy class" cash grab. CEO's salary.

I have been flying this airline for over 2 years now. I am a corporate pilot, and have had numerous issues with this airline. The last 2 caused me to write this review. I traveled to phoenix, as they no longer service Tucson to phoenix, at the time I need. well, when I got there, they canceled the flight, due to mechanical. This I can understand, however, there were not many passengers on this flight, and my suspicion is that they canceled this regional flight, in the name of profit. The following day I boarded the same regional flight, and was the last person to board. At the very back of the plane, were 4 rows of empty seats. I sat In one of these empty seats, and told the flight attendant I wanted to social distance, due to the person sitting next to me in my assigned seat. She gave me attitude, and said I needed to sit in my assigned seat. Fact is, American has no regards for our health, due to covid. They are herding passengers on, sitting next to each other once again. At the end of the flight, the flight attendants/airline pretend to care, and tell the passengers to stay seated, in an effort to social distance. A little late, after jamming the planes like sardines again. Please tell your flight attendants to quit being rude to passengers. I know these reviews fall on deaf ears. Profit is all that matters anymore it seems. read more

Had a super rude check in agent who made as break the handle of our bag off because she claimed it wasn't allowed to be checked. Was informed by another agent that it didn't need to be broken off. Then when we were going to be late and miss our flight she told us that she was "getting the short end of the stick," seriously she actually said that. I can't even imagine being that unprofessional at my job. read more

Seriously this will be the last time I support AA...if my tickets werent already purchased there would be no way I would fly with them after hearing what happened to very close friends of mine this morning. My friend Jaydan is 18 years old and has been fighting the battle of his life for the last 2 year with cancer. He has 2 younger brothers so often the family has to take shifts at the hospital to keep somewhat of a normal family. Well as of last last night/early this morning Jaydan took a turn for the worse, he is fight for his life, unconcious and unable to breathe on his own. They explained this to AA to try and switch flights so that his mother could be with him. AA refused to make any accommodation other than the standard double the price of your flight to get home sooner. Because of AA His mom Sheri may not get to her son in time. I couldnt be more upset and disappointed in a company than I am today. read more

Now I see why the reviews of this airline were so bad, but let me tell you why. I arrived an hour and a half early to find out that my 7:00am flight had been delayed until 11:30. Not the end of the world, but the agent proceeded to place me on another flight with a different Airline (United). So I had to race across the terminal to catch a flight leaving in 40 minutes and had to wait in line for 15 of those only to have a rude United agent tell me that "the stupid lady at American didn't confirm it right". So, I walked back to the AA kiosk and tried for round two. The gentleman agent seemed put off that he had to do his job. At any rate, I had to hustle down to Delta to catch a flight leaving in 50 minutes, but upon arrival... yep, you guessed it, the AA agent didn't confirm the flight correctly so I was berated by the Delta agent for wasting her time and holding up the line. At this point I was pretty well three shades of not-a-happy-camper. I went back to the AA counter and told them I refused to run around the airport anymore and to find me a flight. Again, the gentleman agent seemed fairly put off that he had to work and couldn't keep chatting with his female co-worker. Luckily I got onto another flight and I can't wait to get home. I WILL NEVER FLY ON THIS AIRLINE AGAIN. read more

Worst customer service ever. I will never fly AA again even if I have to pay more for another airline. I will fly this airline ONLY if there are no other options. My wife and two daughters flew out of Tucson to catch a connecting flight in Dallas. When they arrived in Dallas they had their boarding passes but arrived at the gate 20 minutes prior rather than 30 minutes. The plane was in the boarding process not yet loaded, it was scheduled to take off in 20 minutes. When they got in line to board they were told they were late and would not allow them to board and their seats were going to be given away to stand by passengers. After 10 minutes of arguing with the AA personal they called up 3 stand by passengers and gave their seats away even though they were there waiting to board. They called up 3 stand by passengers while they were standing at the gate pleading to get on but we're denied. The they were told there was no flights they could get th on until the next day and they would need to buy new tickets. How can you pay for seats-secure a boarding pass and then be told your late even when the plane is still boarding, then have you seats given away and told you need to buy another ticket when you already bought one. The flight attendants working the boarding were rude, augmenting and confrontational. They made a horrible mistake, refused to own it and then made a scene defending their error. AA lost 4 very loyal customers. This says everything about their customer service standards. Avoid this airline and save yourself the headache & frustration of experiencing horrible customer service. read more

Mechanical issues delayed flight, but poor communication. First we are told the flight is delayed by 4 hours, then by 1 hour, then an announcement stating perhaps by 3 hours. One would prefer better communication. I have not experienced this with other airlines. So much for considering American Airlines in the future. read more

Not a very helpful bunch or 'customer service' representatives- no suggestions and no help on a missed flight. So I jumped in my car and headed to Phoenix, I'm sure they'll be more helpful and professional there - hopefully my next Tucson AA encounter, if one, will be better. read more

Worst airline ever! Just the few reasons... Have way too many rules to backgage when compared to other airlines. Horrible service very rude and uncaring to even help. Had a fire alarm going off for over a good hour of waiting for boarding. This airline is just horrible and would never recommend. read more

I will never fly American Airlines again if at all possible. They've damaged my luggage, not gotten my luggage on a connecting flight despite the flight being delayed and there being ample time to get the luggage on the flight, then would not give me a time when my luggage would be delivered when said luggage did not reach my destination and I had to spend the first day of my vacation calling them numerous times to find out when it would be delivered. Yesterday they did not let my sister board her flight due to her being one minute late to check in because her cab was late to pick her up and the American Airlines staff at the counter were incredibly rude and unhelpful. In comparison, when my sister was trying to find another flight to take, the Southwest staff and United staff were incredibly kind and helpful. Luckily, my sister was able to find a flight on United, but is now out the money she had to pay for the American Airlines flight. From now on I will be flying Southwest (where the first bag is free) or another airline whenever possible. read more

I will never fly on American Airlines again. The customer service is horrible and they do not care about their passengers. I booked my flights and chose seats two months in advance of my travel date. The reservation said my seats were confirmed and everything was ticketed. A few weeks later i logged into my reservation and saw that my seats were now in an area that said the seats were a premium upgrade of 87.00 per seat. I called the airlines to find out what happened and they stated that they were sorry but my seats were no longer available because of an equipment change. I asked to be seated together (all 4 of us) and they told me that i could either pay for upgraded seating (which are the same seats just in closer proximity to the front of the plane) or they could seat my family in 4 middle seats throughout the airplane. I do not appreciate American Airlines bait and switch tactics. I ended up paying over two hundred dollars for the same free seats that i had booked originally. These seats are not roomier, or better in any way. I emailed customer service and they told me there was nothing they could help me with. Horrible horrible horrible customer service American Airlines, read more

This is my first time flying American Airlines and don't fly out until Sunday, but I already know I will never fly them again! Upon confirmation of purchasing my tickets, I was never informed that when checking in and picking my seats that I would have to pay extra for what they consider "preferred seats." All seats were taken except ones you have to pay more for. I am flying with my fiance and would like to sit next to him. I picked the cheapest seats available which was a little over $60 on top of the $800 we already spent on tickets! And not to mention having to pay for luggage there and back. We normally fly Jet Blue and have never had a bad flight. Tried to save on money this time and it has become a bad decision. I called customer service to inquire why they charge for you to choose a seat and all I got was an apology and told I could wait to my flight boards and they will choose a seat for us but we did risk not being able to sit by each other! I find this very ridiculous. I can understand charging to upgrade to first class or even seats with more leg room but not for regular seats that John Smith got behind me at no charge and the same exact seat. My suggestion if you do decide to fly AA, find out when the seating chart becomes available for you to choose your seat or pay the extra $$ to fly Jet Blue! They have TV screens with cable and chairs recline! Hope the flight goes well or I'll be back adding more to this review. read more