American Airlines
Reviews and Complaints

My wife and i fly first class with identical carry on size 4 wheel luggage pieces. On AA505 out of Mexico City 4:20PM on April 9th, they were making announcements for volunteers to check luggage for an hour since they were full. We fly first class and expect there to be room overhead for us.
As we boarded, I was picked for random "re-inspection" (fine) but when my wife showed her passport and boarding pass, the gate agent told her that her bag was oversized (NOT TRUE!) and grabbed it from her. She asked him twice to put it in the sizer rack since she had flown with it three times already that week. He refused to do so and told her to board. He would not listen to me either. The other agent confessed that this one was just trying to make room by checking bags. I grabbed her bag when I saw it at the end of the gateway and put it overhead above my seat. It slid in smooth as silk. The steward informed me that the gate agent wanted me off the plane. I guess that is how AMERICAN AIRLINES treats loyal, first class frequent fliers? See photo and tell me if the agent had any right to tell us bag was "oversized". Why do I bother flying first class on AA if that is how I am going to get treated

Since APRIL 4th, I have been trying to buy Tickets online to Muai and back. Flying from IND to OGG on February 8, 2020. Then flying back on February 29th. AA's website 5 days later is still hosed up! I you pick a flight on the 29th, when you go to pay for it, it shows your flight as being on the 28th. I put 2 tickets on hold, on their website, and it said the flights and price would be good through tomorrow! But we decided to call today, once we got through to a real person, and she made sure the flights would be on the 29th, we wanted to pay for our flights. SUDDENLY THAT PRICE WAS NOT GOOD, EVEN THOUGH THE RECORD LOCATOR "SAVED" THE ORIGINAL PRICE! WE WERE FORCED TO PAY AN EXTRA $251 FOR OUR TICKETS! THIS IS ABSOLUTE BS! DO NOT BELIEVE ANYTHING THIS COMPANY SAYS! WHY HAVE A HOLD FEATURE IF YOU ARE NOT GOING TO HONOR THE PRICE OF THE TICKETS BEING HELD? WE HAVEN'T FLOWN WITH AA SINCE 1979, NOW I REMEMBER WHY!

On Monday 3/26/2019 I flew from Colorado Springs to Dallas and was to fly from there on American small plane to Texarkana, Ark. The plane from Colorado Springs was late leaving because of a flat time. When I checked in at Colorado Springs I had my kitten which I paid $125 dollars for her to fly and she had to be put under the seat in front of me. I had a small carry on that had my medicines and things that I might need to take care of my kitten. The man that checked me in checked my carry own to fly in cargo. I did not realize this because he handed it to me and I had to take it through to be checked by the people that make sure there is nothing in there that shouldn't be. Well I never got the bag back. I had my meds in that bag as I never put my medicines in a bag to be checked. He told me when I checked in that I could only have one carry on. I and my son-in-law told him the kitten was a paying passenger and would fly under the seat in front of me. I missed my connection from Dallas to Texarkana because of the plane leaving Colorado Springs was late, but my carry on made it to the flight and and I got stuck in Dallas until 11:00 PM that night. Since I had to pay $125.00 for my cat and the man that checked me in at Colorado I think I deserve a refund for paying for the cat and an apology for how I was treated. My little cat was very good, didn't meow or cause any problem as we waited for many hours to catch that 11:00 PM flight from DFW to Texarkana. I have Celiac Disease so I have to eat Gluten free, I was given a voucher for $11:00 which I was able to get a gluten free sandwich from from Subway. I have miles with American, but the next time I fly I will be very tempted to drive to Shreveport and fly Delta. No one my age or any other age should be made to sit in the airport for 12 hours, when I should have been rushed to the gate to catch my American Eagle flight home, or they should have waited 10 minutes for me to get to my flight. Donna Lynch Phone #[protected]. Email [protected]@cs.com.

From: Floe Patrick
Sent: Wednesday, March 20, 2019 9:09 AM
To: 'American Airlines'
Subject: RE: Tell us about your flight

Good Morning Colleagues,
First of all thank you for sending out this survey!
My flight was good, however when I reached my destination it was a total disaster, we arrived around 11:25 AM in Antigua, St John's Airport, got to our Hotel only to be told we don't have a reservation, it was never sent to
the Royal Cove Hotel, Jennings New Extension, after going back and forth with phone calls with the Manager of Royal Cove Hotel and the airline reservations, and me on my phone with American Airlines representative which was roaming they finally found a hotel after 6:00 PM in the evening, which is called Jolly Harbour.
After this experience, I am sorry to say I will not book another vacation package with American Airlines.
On Sunday March 17, 2019 AT&T sent me a text message letting me know, the international roaming call charges exceed $250.00, to prevent service disruption to call them.
I went on this vacation to recover from a broken leg, however it was made worse by this experience, I'm feeling much better today, this is why I am now sending this email

Thank you

From: American Airlines [mailto:AmericanAirlines@survey.as.aa.com]
Sent: Saturday, March 16, 2019 1:38 PM
To: Floe Patrick
Subject: Tell us about your flight

⚠ EXT MSG:
We value your opinion

Hello FLORENCE
AAdvantage ® Member
22BPL02

How was your trip?
We see you recently traveled on a flight operated by American Airlines or one of our regional carriers.

We value your opinions, and we want to know how we did. Tell us about your travel experience in a brief survey. The survey will be available until 2019-03-21 at 11:59 p.m. CT

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There is a $300 dollar charge to change your tickets plus any difference in the cost of the tickets; this is understandable.

However, if you have bought upgraded seats, when you change tickets you give up that increase. In my case I paid $128 for a more leg room seat for the leg of my fight from Dallas to Santiago, Chile. I was told they keep the money and I have to pay to pick another seat.

Also the company that does the changes for American is a company in India called RG Security Solutions, almost half of your payment goes to them.

I was on flight #4378 on saturday, march 2, 2019 from dca to sdf. I was booked in economy class but decided to pay the extra $38 to choose my seat and move up closer to the front of the cabin. At the time I reserved my seat on friday before the flight I was the only passenger in that section. After boarding there was three of us in that section in rows 8 & 9. Once all of the passengers had boarded and the crew shut the door there was quite a few passengers allowed to move from the back of the plane to the section that I had to pay the extra $38 and quite clearly they didn't have to pay the extra for their seat. I don't understand nor agree with this policy. My record locator is kvguvs. Under the above circumstances I request a refund of the extra money I paid for my seat.

Thank you,

Charles harshfield

I had an all-around horrible experience with American Airlines (AA) but the customer service in the Dallas Fort Worth airport was by far the worst I've ever experienced. I had a connecting flight from Dallas Fort Worth (DFW) to Gunnison, CO on 2/22/19. This connection at DFW started with me getting on plane and waiting 30 minutes before passengers received a travel alert text from AA, which we were told our new flight time and gate. After several passengers inquired about the text received, the crew (who knew nothing about the flight being delayed) made an announcement that there was "no Pilot" and that we needed to deplane. After getting off the plane the passengers proceeded to the new terminal which required a tram ride. After being there for a few hours I received another text stating there was a gate change which required another tram ride. I proceeded to the other terminal where I waited an hour or so before we boarded our second plane. This time we sat on the plane at the gate for an hour. The Pilot apologized for our long delay and for the other plane having "mechanical issues". This information conflicted with what the first crew told us ("no Pilot"). While the plane was sitting at the gate the passengers were told that we were waiting for the "plane to be fueled" then waiting on "catering" and the last one was "waiting on the Dispatcher to get back on weather". Then the passengers received another text message that our flight was delayed till 8:45PM (we've been in the airport since 10:30AM). The Pilot then came on again and said that "the copilot had to go to another flight and that this flight was being cancelled". The crew told us that there would be an individual waiting for us after we get off flight to provide information. After getting off the plane (mind you this is the second time we had to deplane) the individual at the gate told us that we were all on a flight the next day at 7AM and that we were responsible for our own hotels. At this time the passengers were furious and yelling. The AA representative told us we needed to go to Customer Service, so everyone (100+ people) walked to another gate where customer service was located. I was one of the first 5 to be served by the DFW Customer Service team. I, as well as the other 4 with a Customer Service Representative were told that we would not be put up in a hotel since it was weather related, all 5 of us explained it was not weather related and that was from the plane not having a Pilot (although second Pilot announced it was mechanical issues). We knew that AA was using weather as a way of getting out of giving passengers hotels rooms and food vouchers. The individual (passenger) beside me asked for the Customer Service Manager. The Manager, Jaime Gates came over and the situation was explained to him. He stated that the cancellation was "coded for weather" and that he could not provide hotels, although we could get discounted rates. Several passengers explained (including myself) that we are entitled to hotels and food vouchers because the ultimate reason for cancellation was "No Pilot". The women at the Customer Service desk that I was initially talking to then proceeded to call for security because the other passengers in the Customer Service Line were shouting. The customer Service Representative (I'm sorry I didn't get her name) was very rude to me and kept calling me the wrong name even though she was holding my driver's license. Back to Mr. Gates, three of us asked for Mr. Gates business card in which he replied, "he did not have any". I then proceeded to ask him for a food voucher, which he replied "we can't provide those either", then I asked for my carry on bag (which AA made me check, as there was "no overhead bin space left"... however when I got on plane the bin directly across the aisle from me was half full) Mr. Gates stated "they could not get them", and then said they could "put in a request for bag but it could take hours". I explained how AA made me check my carry on, Mr. Gates just stood there. So, I asked if I could get a Toiletry bag, which Mr. Gates stated "No". I proceeded to ask if I could use the Admiral's Club since I was AA card member and fly often with AA, he replied "Yes, for a fee". I replied to Mr. Gates "So basically AA is going to do nothing for myself or the rest of the stranded passengers". He did the standard apology and walked away from the Customer Service desk.
After receiving my new ticket for the next day 7am flight I walked away furious. I did eventually find a very nice Cop who went into the Admiral's Club and got me a toiletry bag. Maybe Mr. Gates could learn from the nice Cop.
In addition to the DFW Customer Service I also called the 1 800 number, since I had a lot of time on my hands (had around 12 hours till my flight). After calling the 1 800 number (which took a half hour before I got to speak with someone), I spoke with Riley, who I explained the days events to, she proceeded to transfer me to the Supervisor named Heather. I again explain the days events to, Heather stated "You need to speak with Operations" that this was "not something they handle", to be nice we'll say Heather transferred me, but actually Heather hung up on me. So, I called back (I waited another half an hour to speak to representative). The representative I spoke to happened to be Riley again, I asked to speak to Operations Manager and not to Heather as she hung up on me the last time. Riley told me "we don't work with Operations" and "I can't connect me to them". I was furious, I feel like I had been lied to all day by AA.

The Customer Service teams both in DFW and on the 1 800 line were useless. The service received was beyond poor!

I wanted to start by saying I am pleased my wife had a great flight, but the plane was delayed for a while and now she has missed her next flight. And normally I would not make an issue of this but she is trying to get home to her sick husband. I realize there are things out of your control and issues that just happen, but my wife is on flight 0782 and she is now stuck in chicago for however long it takes and her husband is getting worse! Mainly I want to thank all of your staff for the work you do and keeping everyone safe as well but I just wanted to see if there is anything you could do to expedite this issue and help her get to her husband! We will not forget your kindness in this matter.. Her name is christine bremer. Again I want to thank you in ad an s in your help.

1. Record locator gwxdhz
I booked flight to amsterdam to attend funeral of my sister which took place on monday 2/25. Flight 5107 from dayton to philadelphia on 2/23 was cancelled due to technical issues. I was offered same flights on sunday 2/24 which meant I would not arrive in time for the funeral. The only other option I was given was to cancel the original ticket and to issue new one with flight leaving cincinnati for philadelphia at 5.40 pm on 2/23.
I received a refund of the original flight for $ 735.03 but the cost a the new flight was $ 966.03, an additional $ 231.00. I don't understand why since aa cancelled the flight!
Also, I was not reimbursed for the upgraded seat I purchased for $ 68.
The record locator of the new flights was mnczfk.
I would appreciate refund of the $ 231.00 plus the 68 for the seat I had purchased.
Thank you
Jan reedijk
[protected]

Sunday, my wife was on a flight from Charlotte NC to Charleston WV. The pilot made a great call not to land the plane as the wind was extremely dangerous. I know because I was on the earlier flight to the same location. He diverted to Columbus. (no problem) The problem is, the pilot told the passengers they were going to refuel in Columbus and then return to Charleston. I know this because I was in the Charleston Airport and they had the pilot communication over the intercom system. When they arrived in Columbus they were told you would not fly them back to Charleston because you do not go from Columbus to Charleston period! Fine... but then my wife was put in a CAB, with 3 other passengers and driven 3 hours back! My wife asked if she could rent a car and just be reimbursed and she was told absolutely not. My wife asked if you guys could charter a bus or large passenger vans since everybody had luggage and it would be a miserable drive stuffed in a cab. She was told you do not do that anymore. So I paid for a plane ticket for my wife to fly to a specific location, but when you could not get her there... this is what was said. "Your options are we fly you back to Charlotte or you get in a cab with 3 other passengers to WV." Nobody was fed, nobody was given refreshments, nobody was given anything except..."sorry but that is policy". I know the airlines get a bad reputation sometimes, but this is the type of reason why. My wife would have rented a car, driven herself back, and only wanted reimbursed for the cost of the vehicle. ($116 including tax) We spent $409 on the ticket. This is not acceptable. A 4 hour total flight including connection turned into a 14 hour day. There are too many options for flying and incidents like this make the choices much easier. I would like something done about this, because we can drive to Columbus to catch another airline in the future to make sure this doesn't happen with AA. I am including my work email if you decide to respond to this issue.
[protected]@unifirst.com. Respectfully, David Arthur

My name is Kathy Molyneux I had a flight on 2/9/19 record locator #ZZGWDJ to arrive in Miami 8:33pm that day. The flight was delayed 3 different times and then finally was cancelled and rescheduled for a departure on 2/10/19 @0600 to arrive in Miami at 1:33 that day. I was boarding a cruise line out of miami and would not be able to make my departure. I also paid for the additional $33.00 to have priority boarding for my original flight. I then called AA and tried to fly standby on the 10:11pm flight, was unable to get that flight, but was able to secure flight #2644 leaving at 11:59 through Dallas to arrive in Miami at 09:42 am. All this without amy sleep. I had a reservation in Miami at a hotel on 2/9/19 which I ended paying for they would not cancel my reservation.
I feel this was handled poorly no customer service plus adding insult to injury I had to pick up my baggage from baggage claim and reenter with bags to try to get another flight.
Customer Service in this industry should be your companies highest priority.

Please contact me at the following email:
[protected]@yahoo.com
[protected]

Your info board time was not correct. My flight left early without me. I go to the desk to see if we are boarding yet, but I am told the flight had just already left! The flight had been delayed by 22 minutes. The board said it was departing at 11:12 a.m. Apparently, the pilot made up the time, but no one changed the board, so I had no way of knowing. I was at the airport early. I was sitting in the waiting area. I was doing everything correctly, but now my plans are destroyed. My relatives took off work to spend the day with me. :/ There has to be some system for changing the flight info on the board?

I would like to request a refund or credit about the flight number 5773 tkgfjz february 04, 2019
From guadalajara, jalisco. Mexico to phoenix / reno, nv. U.S. A.

Reason: the flight was delate for more than 2 hours, I also ask for water and the flight attendant was in bad mood.

Thank you.

Ana r molina ramos.
[protected]
E-mail: [protected]@hotmail.com

My name is Felix Alicea. I am an active duty and I am submitting a complaint on one of the your employees at the San Antonio Airport agent counter this morning at 0315 am, 2 February 2019. I was trying to bring my hockey stick on board with me when the agent told me that I could not bring that on the aircraft (Flight AA1052). I informed the agent that TSA regulations told me that I could bring this on the plane. The agent told me that I could not bring that on the plane. I went to one of the TSA agents that told me that I can check the item and that they could check it on the plane.

Also, when checking the item, I did not receive any polite service from the 5'6 Hispanic agent, black hair, glasses that when I asked her how to check the item, she was very rude in her attitude with me and did not want to assist me with the checking until I informed her that I need assistance.

After getting my baggage checked, my stick of item was lost at the time when I connected with another flight from Charlotte to Richmond, VA (AA 248). The baggage clerk informed me that it was on another flight that would come later in the airport. She listed to me and said it was wrong how the agents in San Antonio acted. I can believe that these people don't provide customer service and their attitude seemed to be inappropriate toward active duty service members. I frequently fly American Airlines and I felt very bothered by the conduct of these agents. I will inform the military about the attitude of your employees at this station and that they take their personal actions towards people. I am very disatisfied by their attitude and conduct. I believe that my baggage did get screwed up (RICAA0002736084) and that I believe that these agents did this action against me. I am very disatified by this service especially as an active duty service member and a constant user of your airlines.

To whom it may concern:
My wife and I missed our connecting flight from Miami to Puerta Plata, due to the pilot losing his Log Book ?! So this error, caused us to spend 8 hours in Miami, spending unplanned money, missed a paid day at the resort, and not getting to our resort until 2am, compared to 3pm... Basically ruined our trip there. I would understand weather being a factor for delays, but it wasn't, and we were furious. Shuttling in a foreign country after midnight is a scary experience. The next day we were so exhausted, we didn't feel like booking the excursions we really wanted to do, so basically lost that day as well. I have receipts from our time in and outside the airport I will be submitting with this email...

My name is Rogelio Gonzalez on Friday 18, 2019 flight AA2023 from Miami to Charlotte was delayed for around 45 minutes at Miami International Airport (do not know the exact reasons) resulting on losing my connection to Fayetteville Municipal Airport (flight AA4843). because the urgency of my trip could not wait until NEXT MORNING for the other flight, had to take another transportation methods using much more extra money

On January 3rd, 2019, I was traveling from Aruba to Chicago O'Hare Airport. Our flight to Miami from Aruba, #1028 was very good. After landing in Miami, we went immediately to the gate to get ready to board for our flight #2457 to Chicago. We estimated we had ample time to eat nearby so we decided to go to Islander Bar&Grill. We paid very close attention to announcements before leaving to eat. I traveled with my adult granddaughter so upon return to the gate we took turns going to the restroom. All of a sudden, I felt I needed to check the status of our flight and noticed it was displayed on the screen at the gate as Boarding Complete and Flight Closed. I approached the employee at the gate and she told me I needed to go to Gate 44 where they would help me. At that point, even though the departure time was minutes away, we were sent away. We rushed to the other gate, taking a train to yet another terminal. Upon arrival at that gate, we were able to explain our situation and we received 2 passes for a standby on Flight 279 departing from Gate 42 at 9:10 p.m. We were told we were the first two passengers on a standby on that flight by a very courteous female employee. We rushed to Gate 42 so we could watch this flight status while waiting for our flight. I approached a worker as soon as she arrived at the counter at Gate 42. Her name was Elizabeth. Her name was also displayed on her name tag of the uniform. I told her I had a standby and was hoping to get further instructions. Instead, she abruptly sent me away by saying she had to take care of customers who had assigned seats. My granddaughter and I remained as close to the counter as possible monitoring the status of the flight. I have never flown on a standby, nor have I ever missed a flight. While waiting at Gate 42, we heard numerous announcements about departing flights, including final calls for specific flights and calls for people by last names. That somehow was not the case with the flight we missed, Flight 2457. This isn't the worst though. While waiting, another worker emerged at Gate 42. She was approached by a customer behind us and they talked for a great length of time in private, past the entry where the tickets are scanned. My grand daughter and I were comforted by the fact that we had first priority on a standby and both our names appeared on the monitor as such. The passenger who spent a great deal of time talking to the employee in private was accompanied by a a female companion. She appeared very concerned/worried. All the while, her male companion somehow got an opportunity to go past Elizabeth once the other employee emerged and engage in a lengthy, private conversation. Privilege? Both the male customer and the female employee were African-American. All of a sudden, our names dropped from 1st and 2nd to 3rd and 4th. I approached the counter and was told we were not moved down and not to worry because that was another list. This was said to me by yet another employee whose name I do not have. She had no name tag, but appeared to be perhaps Hispanic with a long braid. All the zones boarded and we were still listed as 3 and 4 of 12 passengers waiting for a standby. Passenger Smith and Walker were listed as 1 and 2 instead of us. Our names were called but by then passengers Smith and Walker had already boarded. Both were seated in 1st class, although separately. The male was seated in 6B as I boarded and happened to notice while moving to the rear of the plane. His face was down and hands together in front, as if praying. My granddaughter just wanted to get to Chicago without further delay as she had another plane to catch to LA out of Midway Airport four hrs. later for a school assignment. Therefore, we did not complain to anyone. As a matter of fact, I just mustered the courage to relive this experience of racial discrimination. While boarding, another female customer was complaining to the employee who allowed the male and female travelers to bump us. While passing them, I asked that employee what her name was and she said Amelia, although it may be spelled differently. I feel all three employees at this gate knew what was going on and all should face a disciplinary action. The good part about missing my flight was the fact that discriminatory behavior was revealed and should be addressed. I want to hear from Doug Parker, American Airlines CEO. This is unacceptable! Had this been in reverse, it would have been televised at least on a national level. Black people feel constantly discriminated against, but this happens to white people like myself, all the time.

Eve Jankowski

As a customer, the customer is always right. From the beginning of my trip on 01/01/2019 ending on the 01/02/2019 starting from within the Oakland airport American Airline front counter clerk being threatened to be kicked out of the airport was presented onto me for no reason.

As a %100 U.S. Disabled Combat Veteran there should have not be any excuse of such treatment for which was presented onto me.

As a form of negative display, took place for no reasons for cannot be explained. Investing: clean, honest and legal tender as a loyal customer such actions as in regards to being threatened not only by the American Airline clerk in Oakland, and not to mention to be insulted at a bar in Phoenix Arizona at bar pub for an attempt to purchase customer service resulted in being threatened by the supervisor by calling the local Civil Authorities.

What was informed to me was that Civil authorities would be dispatched at once. If there was no compliance to the un-known for which cannot be explained, it became un-satisfactory Customer Service, and the customer is always right. To find my luggage with valuable goods within damaged goods defeated my financial responsibility along with proof of a line of credit along with the three Credit Bureaus as when it comes to multiple credit cards from multiple financial institutions.

Due to such poor Customer services, and including the damages upon my: All in-one Macintosh, Dell and e-bike resulted in the lost of valuable goods in the price of $1, 860.00 of miss-treatment upon technical assets possibly deriving from flagging such within a careless manner.

When I bought my tickets for my trip to cuba AA agent told me that AA never have delays in their flights so I bought 2 tickets, on my w ay to Cuba I didn't have any problems or delay but on my way back from Cuba there was 1 hour of delay on the flight # 2706 Hav-Mia on Dec 19 departure time was on my ticket for 12;50 pm and due to 1 hr delay I missed my another flight #AA 376 Mia-Philadelphia causing big inconvenience to my family and my self for the delay and money that I had to spend on my trip, the AA sales agent told me that if I buy the tickets with 2 hours in between flights I shouldn't have any problems and that was not true, right now I am very disappointed with American Airlines and I am not the only one that have the same problem I will be traveling a lot in 2019 and 2020 and I don't trust AA.

Sincerely
Francisco Pedro Milan