2.2/10

    From 626 passenger reviews

    Beata

    from Germany - January 8, 2019

    Flew Business Class

    Overall Score

    10/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      Yes

    I was flying FRA-DFW several times in business class, and each time the staff was very nice and helpful. Recently the filight attendand was approaching each passenger personally and welcomed us on board. That makes the passengers special. Offering extra champagne was also nice 🙂 I am fying again on Sunday and looking forward for continuous quality

    David

    from United States - January 3, 2019

    Flew Premium Economy Class

    Overall Score

    2/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    After being deplaned (9:15 p.m.) from our connecting flight in Philly the A.A. (Eillen Hartley) Rep. at the ticket counter told us that the flight would be canceled and to go across the hall to customer service for re-booking options. While we waited Daryl Jenkins (A.K.A. Manager) handed out A.A. post cards for re-booking options. Which I utilized but the website said no flights available. We waited about 2 and a half hours in line and when I got to the counter I found out that they switched us to a 10:30 pm flight. Then Sephonia (A.K.A customer care rep) asked me why I wasn’t on that flight. I stated because I was instructed to wait in this line. Then she stated “no wonder the flight was so passenger lite”. She offered to book me another flight about 12 hours later that would connect in Charlotte with a couple hour layover to finally get me home sometime the next evening (weather permitting). After being patient for this whole duration I became frustrated as my luggage (with my medication) was on the 10:30 flight. After Daryl said there wouldn’t be any hotel vouchers I and a couple of other passengers (from the same flight) rented a vehicle to get home in time for our personal obligations. I drove through the night and as I picked up my luggage from JAX airport. Next to the luggage for all the other passengers that didn’t know about the other flight. After pursuing all the appropriate complaint channels, I was sent an email from Chris Allen (customer care specialist) that stated as much as American Airlines strives to provide exceptional service there are some things they can control, etc. and offered to refund a portion of my ticket back. I emailed Chris and stated that it’s disheartening that my experience didn’t even warrant a phone call. Acknowledged that mechanical failure is a big challenge for airlines but my complaint was with the unprofessional way A.A. staff handled it after. a few hours later I received a phone call from Chris Allen and we revisited our stances in the emails. Ultimately Chris said “it seems we have come to an impasse…as A.A. made an announcement and 99 passengers were on the 10:30 flight.” I asked who his manager was and he expressed “we speak on behalf of the management team, your complaint was reviewed by the management staff and was deemed unnecessary for them to talk with you”. At that point I expressed, with agitation, that I would be sharing my experience with A.A. on every outlet and as I expressed myself Chris Allen started talking over me. Which brought out a louder decimal on my part about how I wasn’t finished and which point Chris Allen stated “don’t raise your voice to me” and reminded Chris Allen that if I wasn’t being talked over I wouldn’t have to raise my voice for him to hear me. Yes Chris Allen and American Airlines we are at an impasse as this is not how you take care of your customers! I wasn’t looking for anything more than accountability. This is the short version of my experience.

    Victor

    from United States - December 31, 2018

    Flew First Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    went to BWI airport to go to Miami at 4 am to leave at 5 am on a first class flight, a rep initially directed us to Economy then redirected us to Prestige counter to send the check-in luggage, the guy at the counter was so slow, tying with two fingers taking 10 minutes, by the he said it was too late to send the checked luggage for the flight, so evil, he would not allow us to fly, so my wife had to stay behind to send the luggage on the next flight 7 hours later robbing our vacation for one full day. He also charged $75 for change fee!! I couldn’t believe Miami airport, one of the largest hub for American, had no customer service rep at the airport, so I filed an online complaints, their response was so inadequate, I asked them to have a manager respond then another rep responded with same inadequate response, I can see, American Airlines has the worst response to customer’s complaints, they don’t care at all.

    Conrad

    from United States - December 30, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    ***THIS IS A REVIEW I SUBMITTED TO AMERICAN AIRLINES ON THEIR FACEBOOK PAGE I had a bad experience with your airline yesterday. I was scheduled to fly back from Mexico City to Dallas at 12:35 PM on flight 1526. I woke up at 2:45 AM to find I had received a text message from you guys indicating flight 1526 had been cancelled and you were working on getting me rebooked on another flight. Thirteen minutes later at 2:58 AM I received another message indicating I had been rebooked on flight 1066 at 6 AM. Given the busy holiday season that did not give me much time to get to the airport and have enough time to get through the long lines once I got there. I followed the link to confirm my flight and found that flight 1066 had been delayed to 11:09 AM. That gave me a sigh of relief. So I confirmed my new flight. Once I got the digital boarding pass on my phone I noticed the flight time was still 6 AM! I had to scramble to get ready and leave to make it on time. I then received another text message 20 minutes later indicating that flight 1066 which was originally scheduled to leave at 6 AM but then delayed to 11:09 AM but maybe was not delayed after all according to the boarding pass you sent me was indeed CANCELLED. I called your customer service center in Mexico City. I waited for 10 minutes on hold to talk to someone. It was 3:30 AM. A rep named Alex got on the phone and as I began explaining my situation he hung up on me and I was directed to some automated message asking me to rate my experience with the service I had on the call which never actually began. I called back and waited another 15 minutes to finally talk to someone. This time another rep answered, a woman, who tried her best to help me. She rebooked me on an Aeromexico flight scheduled for 8:40 AM. She advised me that was the only flight available through their partner airlines and the only other option for an American Airlines flight would at the earliest be December 30th. I decided to take the 8:40 AM flight. She advised me to get there at least 3 hours early because of the long lines. Do you really think it is reasonable to send people a text message at the very last minute giving them an option for a flight that departs 6 hours earlier? Essentially you were saying “oh just kidding the flight departs at 11:09. Ah no just kidding again it still departs at 6 AM. Oh remember when we said that flight was delayed until 11:09? Well it’s now been altogether cancelled and you don’t have any options until December 30th.” That’s after I moved at breakneck speed to get dressed at 3 am to figure out what the hell was going on. The nerve of you people. You charge $700 bucks to cram people like sardines into what more or less amounts to be a tin can. Seats are getting smaller and people are getting larger. How is it reasonable that you guys are so damn greedy you just try your best to stuff a few more seats in the same space every year? This ordeal doesn’t even include my experience flying TO Mexico back on December 19th (flight number 2350). I was so miserable the entire flight. I had no room to move my legs and I’m not a big guy. I weigh about 150, I am a runner so having my legs in a position where my knees are constantly rubbing up against the back seat of the passenger in front of me is torture. It’s pure torture. Being in the middle seat I had absolutely no elbow room at all whatsoever. I felt sorry for the guy next to me who was 6’3 and about 220lbs. He was very miserable. Is it any wonder that incidents of air rage have escalated over recent years? When you put so many people into tight and cramped conditions you are setting up a powder keg ready to explode. Again I really want a straight answer. How can your CEO and other higher ups who make millions in salaries sleep well at night selling miserable experiences to people? How can you charge exorbitant prices for flights-$600 up to thousands of dollars for a seat, nickel & dime your customers on luggage fees, attempt to extort more money from passengers during the check in process for upgrades to get a few more inches leg space in business class and be so arrogant about it? Once passengers have boarded the plane you guys act like your customers are so fortunate that you even give them the privilege of spending such extravagant prices for seats. It’s almost like paying someone to torture you while the torturer treats you as if you are lucky to have the opportunity. I’ll tell you one other thing. In contrast my flight back on Aeromexico was 1000 times better. They don’t try to pack everyone in like sardines. I actually had leg room to stretch my legs out fully and yes I only had an economy seat. They also provide a decent sandwich for lunch and their stewardesses are actually very helpful. They don’t employ old maid rude beast hog flight attendants-past their prime- like your company does. That leads me to another observation. On my flight 2350 to Mexico your flight attendants did not have enough customs forms to distribute to passengers. How is that possible? You are charging an arm and a leg for a flight and can’t even provide the simple convenience of supplying ALL of the necessary customs forms so that your passengers can at least have one less thing to be stressed about when going through customs in a foreign country? Your flight attendants actually are very cavalier about this issue. I have seen that demonstrated on past flights when customers ask for these forms before landing and your flight attendants act as if it is not their concern. I’ll end by saying this. During yesterday’s ordeal I was sick with a fever and lot’s of congestion. I didn’t need to be jolted out of bed at 2:45 in the morning with your disorganized text messages, bad customer service and general chaos. I won’t even go into the over 2 million plus advantage miles my Dad racked up with your company over a 23 plus year period from the 1970’s to the 1990’s when he gave your greedy company so many of his hard earned dollars only to have his advantage miles stripped of him. When it’s too expensive for your bottom line to have customers, loyal customers, with so many advantage miles you just take them away. Your greedy executives just love fleecing people who want nothing more than to see their families over the holidays. My family has flown on American Airlines on countless trips not just back and forth from Mexico and the U.S. but all over Europe as well when I was young. This however is the straw that breaks the camel’s back. I will NEVER fly American Airlines again. I am going to let everybody know about my experience-no social media platforms will be spared. Social Media is a great thing! I hope people come to their senses and stop flying American Airlines. Maybe that will force your company to come to their senses.

    Alexis

    from United States - December 29, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    I was supposed to have a direct flight today from PHL to BNA. Right before I thought we were getting into Nashville, the pilot came on and said we were being diverted for mechanical issues. After we landed into Charlotte NC, we were rushed off of the plane and told to stay at the gate. After a gate change, several minutes of delays they finally cancelled the flight because “the flight attendants had to go to the hospital”. When we asked if the passengers were exposed to something we were brushed off and were told that “it was in their contract that they had to go…”. I am pregnant and extremely concerned about what had happened to make all of the flight attendants need to make an emergency landing and go to the hospital. We waited in line with ticketing for over an hour with one person working. Fortunately I had called Expedia and got on a later flight. Nine hours later, I’m supposed to be on my flight to BNA and where we are once again delayed because “two flight attendants are not here”. I am absolutely appalled by the fact that this large company has such a lack of sympathy for passengers that are stranded and lack of communication.

    View all Reviews

    SHARE