American Airlines

Despite our timely departure and expected arrival at 10:01 pm, American Airlines made the decision to rebook me and assign me to coach on another flight. This decision has been deeply disappointing and has raised concerns about the company’s handling of customer service. I arrived on time and checked in on time, but unfortunately, I encountered multiple delays without any updates from the front-line representatives. This lack of communication and knowledge about the situation has been frustrating. Another issue was that the plane was excessively hot and remained parked on the tarmac for nearly two hours due to improper fuel paperwork being completed by either the pilots or the ground crew. Upon American Airlines’ rebooking, I was unexpectedly downgraded from my first-class ticket to coach.

The flight was not only canceled, but had a 22 hour layover. The ticket was for the December 30th to January 1st. This was after the flight was delayed for hours. There was more time spent at the airport than at the destination. NEVER FLY HERE!!

We have been planning our trip of a lifetime to Antarctica for two years and we were talked into trying the new American Airlines Flagship service on their brand new wide body planes. We had three separate legs to fly, but the longest was close to 11 hours. The Flagship service sounded amazing to lie flat and sleep and listen to music or watch movies in a cozy cabin, except that’s not the case. The short version of the review is my wife’s seat had the headphone connection broken, so she could not hear anything that played on the video screen nor could she listen to music. So she had nothing the entire flight. Sitting directly next to her in my small pod, my bed would not go flat! It would go part way down and then bounce back up. In neither case could the flight attendants rectify the situations, and the purser of the trip told us,” well I sure hope this doesn’t happen on your return leg”. This was not overly reassuring, but that was his comment. This was a very long flight in their flagship brand new plane with the brand new configuration and these tickets were just over $15,000. It was an exorbitant amount of money to pay for us, but we wanted to try it on such a long flight and see. When I contacted customer service about it, I got an automated response that appeared to be from a basic AI bot, that said we are sorry for your inconvenience and we will be offering each of you each a $50 credit voucher towards a future flight for your trouble. I sent an additional reply back to the actual customer service email. I found and then got a response back from Eldon Powell in customer service. He said the compensation for having such a bad experience on their plane was a $50 credit each person on a future flight. They do not ever do anything other than that no matter what the problem. He said it doesn’t matter how much your tickets were or what the problem was. We are moving on from the situation, but I think that everyone should know how American Airlines they take care of their customers in a situation like this, and we will not be flying american again to take advantage of our $50 on a full price future fare

After a grueling 17-hour flight, I was completely alone and two months pregnant. I asked for help, clearly explaining that I was in pain and physically unable to reach my bag from the overhead compartment (I am 5’3” / 159 cm). Shockingly, a male staff member not only refused to assist me but also instructed other employees not to help, claiming that “American Airlines staff are not required to do so.” I struggled for over 20 minutes, enduring public humiliation and neglect. I have never experienced such cruel and inhumane treatment. This is completely unacceptable.

Absoluely disgraceful flight AA72 Friday 5th Sept. Not the greatest start when the entire plane didn't have Entertainment systems for the first 1.5 hours of flight. Then my husband and I sitting in Premium Economy didn't have Entertainment for the ENTIRE flight 14 hours. To top this off both main meal services they ran out of the Premium Meals before serving us and we were given Coach meals, no apology and the Attendants were uninterested. The didnt provide any real service in any way, nonrubbish collection, basically left us to serve ourselves from.a galley in coach. Trays were broken or unsafe. Very uncomfortable flight. Very disappointed, choose this flight after a good experience in 2024. Was wondering why people complained about AA .. now we know....

Horrible customer service. They canceled my flights to and from my destination and it was a nightmare trying to rebook them. They also refused to give me a refund even tho they cancelled them. They also moved out days and would not compensate us for the extra lodging we weee required to purchase

Utter disregard for the customer. I’m on the first morning flight out at a regional airport. The plane arrived at the airport yesterday evening. Five minutes before boarding started, they announced that the flight was being delayed for maintenance—a battery needed checking, and they were “waiting” for maintenance to arrive. If the plane has been sitting here for 8 hours, don’t you think they could get around to checking it before boarding time? If this were a one-time thing, I could overlook it. But I fly American often (unfortunately, it’s the only airline suits my destination and time requirements). But it’s not a one time thing. This kind of thing happens ALL. THE. TIME. I’m pleasantly surprised when AA flies on time. Or at all.

American does not grade themselves on delays or cancelled flights. Delta is far superior to American. Late or delayed flights on American is the norm.

American Airlines is the worst. I fly often--at least once every two weeks. The flights are significantly delayed or cancelled at least 50% of the time. The seats are more uncomfortable than other airlines, and the food/drink service is inferior. If I had other options I would take them even if they cost more.

Got a real Karen on my flight come in looking like she just got off vacation with sunglasses on her head. I sat thinking I was in 14c she comes over nasty demanding boarding pass I give it to her she says your one seat up get your stuff and move now. I complied even though no one was seated in 15c. I say you look like Malibu Barbie with your shades on your head, she screams “don’t touch me” I hadn’t laid a finger on her she has flight turned around and has me escorted off without my luggage which goes on to my destination. I am farther banned from booking another flight with AA. Couldn’t get another flight with another airline for 2 days. Have no clothes, nothing and all AA says is sorry you were treated badly, No compensation nothing but they hope they can earn my loyalty in future!!!! They have no idea what loyalty is! Piece of shit airline!!!!