2.2/10

    From 611 passenger reviews

    Caleb

    from - September 20, 2018

    Flew Premium 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

    Leg room was super tight. Flight attendant only came by once. All food cost extra. Not a pleasant experience at all.

    mary

    from - September 13, 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

    My Italian friend purchased tichets last week to come to the U.S. from Rome to see a friend who had just been diagnosed with cancer. The friend died unexpectedly on Saturday. My Italian friend decided to come any way because her ticket could not be changed; however, we asked AA to allow her to break her trip at JFK where she was landing on Tuesday so she could attend the funeral which was planned for Wed. afternoon. With all heart and understanding, AA told her they would charge her $1000 to change her ticket. If she decided to just stay in NY and pay for a one-way flight to Cleveland the next day, AA would then cancel her entire ticket.

    Diana

    from - September 12, 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 had two delayed flights and three flight changes. I spent all day in airports and I paid extra for my tickets to receive better flight times. I certainly did not get my money’s worth there. Every American representative at the airport, on the phone and via email blew me off. Worst customer service ever. I will drive before I ever use American Airlines again.

    Zachary

    from - September 4, 2018

    Flew 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

    To start, I travel a lot for work. As in 2-3 days per week almost every other week at this point. American Airlines has previously been my big-box airline of choice in the past because 1) they have lots of flights going all over the U.S. (which is what I need) and 2) I found their level of customer service to be generally superior to that of Delta, United, etc. No more. In June, I booked a round-trip flight from Denver to Dallas as I would be in Dallas over a long weekend for a complicated business deal. This flight was Denver outbound on August 16th and returned to Denver on August 20th. Late in the evening on August 14th, I learned that I would need to fly to Houston for the 15th and the 16th in order to handle a separate client matter. I would still need to be in Dallas on the 16th, but I would be coming from Houston instead of Dallas. Because of the timing of things I needed to use a separate airline for my trip from Denver to Houston, but I went ahead a booked an additional American Airlines flight from Houston to Dallas for August the 16th. I certainly intended to return to Denver on my original pre-paid August 20th flight with American Airlines. I wholeheartedly confess that I was blissfully unaware of the airline industry (apparently) standard practice of automatically cancelling the return leg of any round-trip ticket if you fail to make the outbound flight. This, I admit, was unknown to me. I am sure that it is hidden in the carriage terms of service or some other opaque location, but I am willing to assume that it was part of my ticket agreement. What is absolute rubbish, malarky, and every other more colorful expletive in the English language is that American Airlines did not so much as send a single e-mail to me about the cancellation. In fact, the only reason that I learned about the cancellation is because I called customer service when my confirmation number was showing as “Cancelled” the day before the return flight when I tried to check-in. If you can automatically cancel my flight, surely you can automatically notify me of that cancellation. So I learn, hours before my supposed departure to fly back home that my flight was automatically cancelled. Bad, but not completely irreversible. The customer service response is what put things over the top. I called AA customer service to see what could be done to get me back on to the evening outbound flight. The first representative was entirely kind and friendly, but equally as unhelpful. She informed me that in order to secure a seat on ANY flight with AA back to Denver I would have to pay 1) a $200 change fee [despite AA being the party who actually ‘changed’ my plans with their automatic cancellation] and 2) $157 flight difference charge between the cost that I had paid and the cost of the flight today. Thinking this must be something out of the kind person’s hands, I asked to speak with her supervisor. The first words out of the supervisor’s mouth were “we can waive the $200 change fee, but you will have to pay the difference on the flight costs because that cannot be waived.” Certainly I was glad that the $200 change fee was off the table, but it sure seems like this is a penalty that AA imposes on everyone who is not willing to escalate their problem past initial customer service. Either the $200 change fee is mandatory or it is not, and pretending we have to pay it seems disingenuous to me. Accepting my fate at this point and realizing that there were no cheaper flight alternatives to my destination today (thanks Google), I acquiesced. Since I fly AA extremely often I told the supervisor that I would like to use some of my flight miles to book the return flight rather than pay the $150 difference fee in cash. I may travel a lot, but I am relatively ignorant about airline miles so I knew that I have an abundance of them to use. The supervisor’s response? “Yes, you have more than enough miles to book the return using miles only. However, if you wish to use your miles to book the flight you will have to also pay the $200 change fee in miles as well.” To recap- if I ask to speak to a supervisor and they assume I am willing to pay cash, then there is no $200 change fee imposed for me to buy my way back on to the same flight where I had already purchased a seat. Of course they did not automatically refund my previous purchase. If I speak to the same supervisor, tell her I want to book a seat on this same flight using these AA miles instead of going into the red with actual cash from my pocket, then I have to pay ‘tribute’ of $200 extra dollars’ worth of AA miles. This is before I would still have to use an additional $150 dollars’ worth of miles to get on this same flight. Despite my obvious frustration with the situation I went ahead and paid the $150 difference fee in cash. I can tell you that this particular exchange has made it clear to me that AA is no better (and likely no worse) than every other large American air carrier. I will no longer recommend them or try to use them as my carrier of choice. I previously would pay a slight premium simply to use their airline. Not anymore. Buyer be ware of the round-trip automatic cancellation that no one will tell you about until you try to get on the return flight you already paid for. Best of luck fellow travelers.

    Eric

    from - September 4, 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

    My wife and I booked a round trip flight from Connecticut to Montana for a vacation that we had planned well in advance. On our flight down, the original flight ended up landing 15 minutes late due to having to attempt a second landing, and then our connecting flight ended up leaving early. We were informed that it is at the pilots discretion to decide whether to leave on time or up to ten minutes early. However, these two factors caused us to miss our scheduled flight and have to wait 8 hours for the next flight. We were informed that since air traffic control cause the 15 minute delay, that they could provide no compensation, even something as simple as a comped in flight meal or otherwise. No big deal, we waited around for the flight and were sent to Montana on the next flight, causing the unfortunate event of missing out on almost a full day of our vacation. However, I understand that sometimes things happen, and I was not looking to make a big deal out of it. Once our vacation was concluded, we were scheduled once again on an American airlines flight with a layover in Dallas Fort Worth airport of around 4 hours. We departed on our starting flight without an problems, and ended up at the airport intending to wait around for our connecting flight. It was scheduled around 8 pm that day, and my wife and I understood that. While we were there, there was some lightning on the tarmac which resulted in our flight being delayed multiple times. I understand things happen, so it was no big deal either. Around one in the morning, we were informed that our flight was canceled, and that we had to speak to customer service regarding a rescheduled flight. We waited in line and eventually were provided a telephone number to call to get a quicker rescheduling to another flight. When my wife spoke to someone on that line, they informed her that the next flight wasn’t until around 5:00 pm the following day, which would entail waiting another 15 hours in the airport for the next flight. She told me, and I called in and spoke to a gentleman by the name of Sam. He was very helpful, offered me a flight the following day in the late morning that was a direct flight, and I asked if he could look into a couple other options to see if there was anything different available. There were no other options, so I told him that while I’m not happy with the recourse, I would settle for the late morning flight the flowing day. In the course of the two or three minutes he spent looking to see if there were earlier flights to destinations close to where we are heading, apparently that flight he offered got booked, and now there was no other room. I asked him if there were any strings he could pull, as he had literally just offered this to me, and he said no, that it was available three minutes ago but now it was not, and that’s all there is too it. I requested to speak to someone with a little more pull to see if a supervisor would be able to fit my wife and I on to a flight at a more reasonable time, and he gave me up to a supervisor. Now, up until this point, I was respectful, and while aggravated, attempted as much as possible not to project that aggravation on to Sam, as I know he was doing his best. I have worked in a call center before, and I know how aggravating it can be to be someones personal punching bag, and I don’t like to do that. However, once Sam put me on the line with this supervisor, my complaint changed from one of unfortunate circumstance to one of complete disbelief that American Airlines can be so callous towards customers that they have put in a poor situation. Mz Dunham was condescending, patronizing, and insulting from the very opening of the call. She pronounced my name with blatant disgust and ensured to pronounce hers with an air of authority that indicated I should feel graced by the fact that she took a few minutes out of her important schedule to speak to me. She belittled my concerns, refused to offer any recourse whatsoever, or apologies for inconveniences, and basically openly insulted me when I implied that the airline with the flight I was trying to get on was American Airlines, as opposed to being an opposing airlines flight. When I called her out on this by asking her if she found it acceptable to speak to me with a condescending and patronizing tone of voice was to talk over me, loudly telling me that she was not doing that, and then to proceed to disconnect my phone call in the middle of my sentence. I called back, and spoke to a rep (I believe her name was Myra, who was able to get me onto a Delta Airlines flight for the following day, and provided a more than acceptable experience) and requested to speak to a supervisor in regards to my experience with a customer service rep (Mz Dunham). She patched me through to a representative in the same position that Mz Dunham was in, that informed me that she doesn’t know who she is, and I can’t file a complaint through her or speak to anyone who can record a complaint against her, as they are an email only department. After about 15 minutes of going around in circles with her, I conceded and wrote out a detailed email to the department I was told to reach out to, and received a cookie cutter type response offering insincere apologies and offering no recourse whatsoever. Mz Dunham and my experience with American Airlines has left me in complete disbelief that a company can operate with such indecent practices, and offer no remorse whatsoever or even a token of apology to make the situation a little more bearable. I understand that some things, especially weather, are out of a companies control, but the callous disregard they have for the inconvenience that their customers are put through as well as the disrespectful way that their customer service handles the situation are completely unacceptable. Due to American Airlines, I missed an entire day of a planned vacation, had to take an extra vacation day from work (as I planned to be home on Sunday 08/19 to have some things sorted out), had to pay extra to the boarding company that was keeping my dog, and I had to spend a fairly large amount of money on overpriced food in the airport as we were stuck for an entire day with no transportation or choice.

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