American Airlines Reviews 3,100

Delays and cancellations are now the norm with this airline. What used to be a great airline 15 years ago is now bottom tier. Extremely disappointing customer service and unreliability. I would never fly this airline if I didn’t live in their hub city.

On March 16th, my nephew was supposed to land at Lex Kentucky at 11:15 EDT. He landed at 3am & I had to pick him up. I also had a 1030am flight from Lex Kentucky to O'Hare on the 17th. Im 65 yrs old with a spinal cord injury. At O'Hare airport you chose NOT to bring in more planes & crews to get your customers to their destinations. Because you didn't want to spend the money, due to your greedy owners. So, instead you delayed my flight to Boston # 4409 six times & 6 hrs later from going to 5 different gates was unnecessary & pathetic. Im in extreme pain do to your choices. Also my bag was either stolen or taken by an employee who didn't bother to ask the guy it was next to if it was his. I have to buy new clothes- $750, keys to my apt $80.00, lost hygiene kit $65.00 & 12 hours of extreme pain- $25,000 & whatever else I needed for my 17 day stay in Kentucky taking care of my 86 year old mother in law. My bag was taken at terminal 3 gate L4 at OHare. No one at customer service would assist me & were vary rude, that pissed me off. Your other gate keepers kept lying to us about where the plane was & when it would land REPEATEDLY ! That's unacceptable!
Now, you owe me money for my bag $80., lost items & even if found, I have to replace them. I reported to the Chicago Police & have a case # & the report. Officer Sanders was very helpful. So, has of right now you owe me $1,080. How would you like to pay me ? Im also an Advantage Member, not that its helped. I have 1 more flight with you on the 29th. If you haven't replaced my belongings by then ? Its to court we go. And you will look like what your company is...HEARTLESS! & Without mercy. My name is Phil Collins 617-780-1680. I aspect to hear from you shortly. Whoever is in charge of hiring needs to be fired ASAP.

Flights are constantly delayed and chaotic. There are never updates, and they never get you where you need to be on time. We have lost thousands of dollars in reservations on multiple flights, and their response is “oh well”. Absolutely despise this company.

I’d give them zero stars if I could. I’ll never fly them again after this bait and switch they pulled. I went to check into my flight form ORF to LGA. I got an offer to upgrade to 1st class for cheaper than checking 2 bags. So I took the offer so I didn’t have to pay for my bags. They got the money immediately from me for the upgrade and I got a seat in economy with better leg room. No free bags and no first class. Talk about bait and switch.

I think I'd have a better experience flying on a carrier pigeon then on American. I travel for work weekly and I needed a new airline that flew internationally, so I left Southwest and switched to American because I lived in San Antonio and that was a good hub city in DFW. Let me tell you, in the last 6 months of weekly flights I've had two on time flights, two! This is dozens upon dozens of flights through DFW delayed or canceled. How can they possibly call themselves a major carrier when they can barely carry anything, at least on time. What a pathetic excuse for an airline.... Third world at best. Get a new CEO, fix your delays and cancellations, and above all focus on your passengers getting where they need to go in a timely manner. Sincerely, business traveler spending $150K plus per year looking for a new airline....

Flying in from Montana, our next flight out of Dallas was cancelled mid flight. They canceled 69 flights with all passengers needing to rebook once we all got to terminal C. We waited 6.5 hours in line to speak to someone who only told us they’re not reimbursing the cancelled flight, nor giving any hotel vouchers because it wasn’t their fault! They didn’t rebook us and left us high and dry. We couldn’t get another flight for 2 days and had to travel 39 min outside Dallas to get a hotel. This company shouldn’t exist. Simply the worst service I’ve ever experienced.

Horrible experience. Flight got cancelled last minute and had no notification. Went through dropping off our car, TSA, then got to the gate just to find out it was cancelled with no notice. There were no flights for the day and had to go home unsatisfied. Do NOT book with American Airlines even if it’s cheaper.
Cheaper < quality

By far the WORST airline i’ve ever flown with. Sat in the airport for a total of 10 hours, all of which I spent trying to get my flight rebooked due to it getting canceled and then waiting to get my checked luggage so that i can leave the airport. Astoundingly inefficient, uncoordinated, and unprofessional.

A huge thank you to Customer Service Representative Robert out of North Carolina who helped us change and improve our flights returning back from Guatemala. He did an amazing job figuring out the different flights and scenarios, and he was a tremendous help! I've been traveling for over 45 years and have flown with American Airlines on a bunch of different occasions, but the customer service experience this time was outstanding, hence the positive review. So thank you.

The flight was delayed and the way they treat carry on is stupid. Why name it carry on when you're going to take it away and throw it to the luggage compartment?

Beware of checking bags with American Airlines. I had a nearly brand-new suitcase that had only been used once before this trip, and it came back damaged. The TSA lock, zipper were broken, and the plastic ripped where you can see it was pried open. when I received the bag the zipper had been pulled all the way down to the bottom.

I contacted Customs, and they confirmed they did not search my bag since I never received a notice of inspection. I then reported this to American Airlines, but their central baggage specialist claimed the damage was due to “normal wear and tear.” That explanation doesn’t make sense when the locking mechanism was broken and the zippers were repositioned to the bottom of the bag.

If luggage were simply tossed around during handling, the zipper would likely only break at the lock—not be fully moved down the track. On top of that, one of the foot studs on the bottom of the suitcase was also broken off. My luggage was completely intact when I checked it.

It’s frustrating that their decision was based only on the three photos they allow you to submit with the claim. This suitcase was basically new and had only been used once prior to this trip.

Based on this experience, I strongly recommend keeping your luggage with you in the cabin if possible. I’ve flown with other airlines before and never had this issue.

Garbage company. Flight cancelled 30 minutes before take off. Flight attendants extremely rude and disgusting. they couldnt guarantee a gluten sensitive meal for me on my connecting flight. Sent my luggage to São Paulo instead of the place where it was supposed to go. Then proceeeded to blame the connecting flights airline. Wouldn’t provide any sort of compensation. Just go with another airline. It’s not worth the stress and aggravation. Never agan

Hands down worst airline. Business class direct flights from London to DC, canceled. Put on a stop over in JFK with follow on flight cancelled. Stay at hotel with only offered $12 for meals (breakfast and dinner). Flight the next day... Delayed because they could not get their weight right. Absolutely no customer service, kept in the dark.

Flight canceled within 20 minutes of boarding. I’m supposed to visit my aunt to help her after surgery. I took 2 days off, and now it was for no reason at all and I am not only missing days from my trip that I worked hard to plan in advance, but I’m missing money from missing work. They say it’s due to weather conditions to avoid giving refunds but I have searched high and low for any related weather conditions and nothing. A complete scam and waste of money DO NOT BOOK WITH AMERICAN AIRLINES

Staff was extremely rude. Lots of unnecessary yelling!! Did not help in any way.

We payed for a flight from South Bend IN to Chicago (layover) to Greenville SC.
When we went to board the plane, we boarded a bus. We traveled in Chicago traffic all the way to Chicago. We did not pay for a bus ride, we payed for a flight. AA never notified us of the change. Everyone on the bus was surprised but felt like they had no say in the matter. If at all possible, I will never fly AA again.

My grandson is a junior enlisted man in the U.S. Navy, stationed in CA.
He made reservations to come home on leave before reporting to his next duty station.
He was scheduled to leave today from CA coming home.
Apparenty, AA doesn't have enough personnel to crew all of its scheduled flights because one of the flights in his itinerary is going to be delayed about an hour awaiting crew which will cause him to miss a connecting flight at the next stop, buggering up the whole itinerary.
This is not just an inconvenience. It is piss poor management of a multi billion dollar corporation that is costing a young sailor valuable at home time.
You talk a lot about how much you appreciate our military personnel, but it's all lip service.
Not only have you messed with his time at home, but you won't refund his fare in real time so he can arrange transportation on another airline.
AA SUCKS!! I WILL NEVER RECOMMEND AA TO ANYONE!!
Michael O'Neal
CWO, USN, ret

Booked first class travel. Lost my first-class seat due to being rebooked. Got rebooked several times and lost a day getting to my destination. Arrived a day late. I did get a refund of 61 dollars for my lost seat. Not sure how that was figured.

Horrible airline. Been stuck on the plane for over an hour. Claims it’s a maintenance issue. Then maintenance defers the issue. Captain says we’re good. Still sitting here 30 mins later.

AA es enemiga de los perritos, compre pasaje ida y vuelta a Santo Domingo con mi perrito y al regresar se negaron subirlo al avion, me dijeron que no transportaban perros de regreso a menos que sean de servicio. Me dejaron el perrito alla, es inhumano y discriminatirio.

I bougt round trip ticket to santo domingo with my little dog, on my way back they denied boarding my dog, they refused saying they only carry service dogs, i had to return the dog in delta airlines.