American Airlines
Reviews and Complaints

My 70yr old parents flight was delayed due to mechanical issues which caused them to miss their connecting flights. They were then downgraded from first class to the back on two of their flights. They asked the counter to call their connecting terminal to let them know they're going to be 5 minutes late they weren't told they'd have plenty of time but no the A/C door was shut pretty much in their face. Their flight was rebooked and they were sent back to the terminal they had come from just to get a call to come back. 70 yr old people shouldn't be run all over the airport. The service was not acceptable and I want a full refund to include any out of pocket expenses for food and drinks as well as an inconvenience fee. So much for a a great 50th Anniversary

This is the first time I have flown American since I retired three years ago. I was very excited to get a direct flight from Philly to Asheville, but it's the same old stuff with your airline. I went from State College Pennsylvania to Philly this afternoon, was sitting at my gate F 28, when all these people started showing up saying they were going to Charlotte. Suddenly we get notification that we have to change gates and they send us to F11. We sit down, the pilots and flight attendants get on the plane, and then the flight board notifies us that our flight has been cancelled. There was no one at the gate to help us, which I'm pretty sure was by design. We go down to the customer service desk and they want us to go into Greenville, SC because there's no more seats to CLT. They won't provide us transportation to AVL (where my car is located) and your app wouldn't allow me to change my flt. Now I get to sit in Philly until 7p and maybe get home at 11:30p instead of 6p as scheduled. All the other people in line were just SOL and after all that they had the audacity to bump me to Zone 8. I do not understand how US Airways could buy out American and turn a great Airline into such an atrocious experience for all. Delta options are starting to look better everyday.

On October 23, 2019 my husband and I each checked a bag for our trip to Myrtle Beach.
We were not over the 50 pound limit but one of the bags was charged $30 and the other bag was charged $40. This was the mistake of the employee behind the counter and I want my $10.00 refunded.
I handed her my bag and after I received my luggage tag my husband handed her his bag. This was my first time to fly Am. Airlines . Not a good experience and I will hesitate to book with your company again and pass this incident on to others to be aware.
I have flown many times and never experienced this.
This ocurred at Columbus, Ohio terminal and the number of this transaction is
[protected] Flight 4509
Gayle Hayman

I had a conflict with AA personnel during flight 1159, Oct 18. Feeling bad after a long trip, I asked for a cup of water from the personnel (3 men sitting in the back area of the plane). In response I was unexpectedly mocked by them, told approximately the following: "you cannot play tricks on us", followed by rude commands: "immediately sit on your place", "you will now go and sit on your place" from all the three. I want to especially stress the absolute absence of any kind of turbulences at the entire time of the conflict. Also, the corridor was empty, and by reaching to the back area of the plane I did not block anyone's way. Further, I did not push ANYONE of the personnel. When the flight 1159 was finished, I hurried to my next flight, but personnel had called police. All the police officers were extremely kind and understanding towards me. When the police officer finished conversation with one of the AA employees who was energetically describing the situation to the police officer, I told the police officer that that man was not present during the conflict. She told me that she were smart enough to guess that. Clearly, AA personnel gave a non true, obviously exaggerated and not justified picture of what had happened during our conflict. Finally, another AA representative (whom I did not see before) approached me, and told that American Airlines did not want to have me for the rest of my flight (from Chicago to Columbia, MO and the return flight from Columbia, MO to Brazil), and did not consider it necessary to give any explanations on their decision. I felt racism in the attitude of him and the other 3 representatives of the personnel. With almost no money, I took bus, could reach only two days later to Columbia to meet professors in my research area (I am postdoc in math). My reservation holds open now (as checked by me). I would appreciate if you could refund my ticket or allow me on my return flight on Nov 12. If you like you could call me at:[protected].

On October 10th my plane was canceled then delayed a total of three times and spent 48 hours in Dallas airport at which time I received absolutely no help or compassion from any representative that works for American Airline. I was told by customer service to waste time by taking a tram around the airport to look at the stores. after my second delay I had to rent a hotel room due to the fact I was traveling by myself and was not going to take the chance of sleeping in an airport alone. Woke up the next morning flight was delayed Again until 9 that night. I was told by American Airlines there is absolutely nothing they can do or are willing to do to compensate or help me at all. This was a very exhausting frustrating and expensive flight not to mention that I missed my grandsons baptism my baggage was lost sent to Denver 850 miles from me I didn't receive my bags back until the day before I flew back home I had none of my personal belongings and again nobody cares.

I would first like to say I have flown with you multi times and always received great service. Until today I would like to say how completely disappointed I am in your seat assignments. I booked with my companion but was told by Justin (incredibly rude) I would only be able to sit with him if I paid $50.00 per seat. I should add he was in row 28B and I was in 28 E both middle seats. Clearly you split up multiple people in that row alone. What an easy fix and able to help a customer be happy - when I approached Justin he made me feel like a low class citizen with a basic ticket. He had no time to help me - except to say it would be 50 a seat to change. I understand computers can assign seats but isn't that why we have humans to provide that extra customer service. Instead I was insulted and made to look like I was a lower class. Any company big or small should always treat their customers with respect - without those customers (even the lower class - as Justin made me feel) are important to a company's success.

I am sorry to say I will not be flying with you again I was hurt and degraded in front of a full airport.

Thank you for listening - hoping to help the next "basic" ticket holder get the respect they deserve.

Dawn Martie
[protected]
[protected]@msn.com

Flight 10/10 to Phoenix flight 531.
While I appreciate that the pilot took us back after takeoff due to engine issue, I do not appreciate the poor coordination and communication to the passengers impacted. We stood in line as instructed prior to leaving to plane for 40 minutes only to be told we needed to wait since they were only working on those with connecting flights. Then we were told another plane had been secured and we would leave at 1255 (original flight was 550 pm). At 1130 we were told that the flight was cancelled due to lack of ability to secure a full crew. If communication and customer service were better, we could have taken our four grandkids to a motel to get decent sleep instead of trying to wait for the next flight to get home.
After American Airlines messed up my last flight when my Dad was severely ill two years ago, I swore I would not use you again unless it was an emergency. Shame on me for thinking things might have changed in the last two years. Delta will get my business from now on. They may cost more but in all the years I have been flying I have not had this issue with them.
A very dissatisfied customer,
Kim Deyo

I flew from Manchester to Philadelphia and then Philadelphia to Miami. I requested a wheelchair at time of ticket purchase. I was randomly searched at the gate in Manchester. This was after Security. I am in a wheelchair. Then I was in row 36. I did not have time to request a seat change as the flight was boarding. Then in Philly, the plane came in a non-international terminal, Gate 9. My husband and I were separated until Baggage Claim. I was in then in row 35. I asked to be moved up and was told I could go to row 30. The plane had plenty of seats up front. I am very disappointed in American and will tell my friends of my experience.

Record locator Sheoiy
Tix# [protected]

Unethical behavior and failure to deliver a ticket refund

I used my frequent flyer miles to purchase a first class flight for my mother- in-law, 2 months in advance for a trip. She was very excited for her first time experience in first class.
She was devastated and had unprepared, with food, for the day with a last minute call- Around 9:30 am from shrewd Man from American Airline. The rep verbally abused, insensitive and rude to my mother-in-law and pressured in to giving up her seat, when she verbally declined, he stated " to bad, out of 38 people you answered the phone your loss" I will email you a voucher. " (never rec"d)

I need an answer about this type of call and pressure to release a first class seat.

My mother-in law was upset confused and did not have a meal prepared for her medical condition. She could not use the privileges if first class that would have saved her time. Instead she was forced to find food, as a result of this man, she was forced to eat because she didnt have a meal, due to her sugar levels being out of order. This hardship on her was unjust and he lied about sending the email for the voucher.

This is the nastiest behavior and it is unacceptable

I have advised her never to answer the phone again from American airline due to this incident.
I need an apology from that representative-refund of miles for a first class ticket and the voucher promised to my mother in law.

Please me at [protected] or [protected]

I have made 4 unsuccessful calls this week and not one of your reps has been able to help me

Please do what is right. This is unfair. I flew a lot of times to earn these miles and it is disgusting the way this was handle.

Her email for the voucher [protected]@att.net

On September 18, 2019, we boarded a flight to Barcelona, that was cancelled, and then we were boarded again on another plane which was also eventually cancelled, we had plans to arrive in Barcelona on Thursday, Sept. 19th, thus we made reservations for two nights at hotel whose reservation policy called for two days ahead, therefore although I called the hotel, explained what had happened, they still did not reimburse me for the lost night, therefore, I am claiming to be reimburse these monies by AA as not only did I lose a vacation day, but the stress and aggravation I experienced that night if not because I had already booked a cruise which was leaving that following Saturday from Barcelona, I would had cancelled that entire trip, it took me 2 days to recover from a lack of sleep as by the time we got to the hotel, it was already close to 4am, and the tension of the experience could not help me to relax and be able to fall as sleep, thinking that we still had to go through the process the next day and this time with a connection, and based on our experience thus far, the uncertainty of what was in store the next day was extremely stressful, therefore what was supposed to be a nice relaxing vacation turned out to be totally the opposite. I am not interested in anything other than to be reimburse for the $354.20 from the hotel Port in Barcelona.

Please let me know what supporting information you will need from me to process this reimbursement, I can be contacted via email at [protected]@yahoo.com phone is [protected]

Thank you,

Yolanda Wolfson

On my return flight home on American Airlines Tuesday October 1st, Dallas to Hartford, my fold up walker on wheels was damaged. The handlebars were lowered, which is fin e. However, on one side, the hardware to raise the handle again is missing. Also the front and back wheels were pushed together in such a way as to ruin the hand brakes. I have Multiple Sclerosis and count of this apparatus. It will cost money to repair.

I got injured in the airplane by a careless flight attendant!

I was seating down on my seat 25c when a flight attendant open the overhead compartment and dropped a computer/ tablet maybe a pos on my head. It really hurt, i was chocked and scared and I got angry with the flight attendant because she should know better, she is trained for this. The corner of the hard computer feel in my head and over my right forehead And into the floor another flight attendant came over and offer to get some ice, I let them know I want them to report the accident, I put ice over my head and the flight attendant that dropped the object on top of my head stop to let me know i was icing the wrong spot ( oh I am sorry are u felling what I am felling? Did u get hit in the head? By a careless flight attendant?)
Anyways the chief of the flight attendant came over to ask if I needed medical help, I was late already for my connection flight to Hawaii so I told him no, I want him to report the accident. Before I left the flight I asked him if he did the report he said he didn't have time to do it! I rushed to get to my next flight since I the flight was delayed and I just made it! When I got in Honolulu still with a headache I took ibuprofen and I felt at sleep and when I woke up today sunday sept 29 I felt pain in my head and in my neck, took medicine again, but the minute the ibuprofen wears off I have pain again ! I do have a bruise in my head where the computer hit me. I can feel the elevation!
I want to know if it was reported the accident and what can American Airlines do for me now? If I can still consult with a doctor
I didn't get any names I got overwhelmed by the pain and I was worried about missing my connection to Hnl where my son and husband were waiting for me.
The flight attendant who careless drop the hard heavy object on my head was a brunette, young, the one who offerred the ice was a red head and the male he identified himself as responsible was a African American I think he was bald or shaved head.
The passengers around me and beside me know what happened they saw it!
I am also so disappointed, the flight attendant has so many spaces in the plane there's some space specially for their stuff in the back of the aircraft, why on earth she put this stuff there is beyond my comprehension, also she was taking out a bag, the bag was open so really anything could be dropped. I think this is careless because she knows, she is trained for that, she lets all the passengers know about being careful when you open the overhead compartment.
That is her job she got training for this, it was an accident caused by a mistake a mistake because she is a flight attendant, an accident that could be avoided by having everything in a enclosed bag, storing this devices on the overhead compartment by the flight attendant designated seats on the back of the aircraft.
She was also dismissive since the pilot warned everybody about strong winds and turbulence so to be careful when u open the overhead compartment.
She said sorry she said it was an accident but the minute I told her she should know better it's her job! She had an attitude, that kind that wont calm down a customer because what she told me it made me even angrier what a bad attitude for a flight attendant to have. We were lucky the red head came and dissipated the argument on time. So I really think she should get more training on talking to customer and empathy because she had none with me.

On september 12, 2019 my newlywed husband and I were on a non-stop flight to bermuda. We were to arrive around 2:30 pm. We came to find out that aa changed the aircraft to not have to fuel in bermuda so they bumped seven passengers from this flight. We were given $1200 in travel vouchers. We were put on a flight to miami and then another flight to bermuda which would arrive at 10 pm. The gate staff were very rude and not empathetic. For our return flight, I had purchased specific seats. We had different seats. We also checked our bag and paid the $30 fee. Passengers always carry large carry ons and an announcement was made that the overhead bins were full and they would check their bags for free! I wrote a lengthy letter about all of this and more. They did call me today and the representative was apologetic and very nice. However, even though I didn't get the specific seats I purchased, they said the seats we got were comparable so no refund. And they would not refund my baggage fee that the carry on passengers had waived. Our entire experience was awful and nothing came from my complaint letter.in addition, we lost an entire day of our vacation and had to have all our meals in an airport. We weren't offered any food vouchers and were lucky to get a snack and soda on the flight. We will have to fly with them again since we have the vouchers but I have no confidence whatsoever in flying with them. I mentioned that if it was a cruise we would have missed our ship. I was told you should always go 24 hours in advance of a cruise because there is always delays and cancellations. I have been cruising yearly out of florida since 2009 and left the same day as our cruise. We have never been delayed, cancelled or bumped. I was told I was lucky. No. I traveled on southwest airlines! I only wish they flew to bermuda!

This billion dollar company operates like a newly developed small business with no type of leader ship. Had a wonderful vacation on a cruise from Cleveland to Miami. Coming back was dreadful. AA changed the flight schedule to Dallas from Miami with a moments noticed. While we were in the air AA changed the lay over gate to the other side of the airport. We just made that flight. The worse thing of all, our bags got lost somewhere in Dallas. I had perishables that only hold for 7 hours. When I went to complain they had no type of accountability. Just basically I'm screwed. Now, my $400 worth of food is no good. I peurchased this food from Jamaica and Mexico. Carefully planned my strategy of getting this food back home. AA had one small thing to do which is so simple. Send my bags with me to Cleveland. But this issue is, this is the first time AA screwed me about lost bags. The supervision for AA should be fired.

We flew from Cancun on 02/09 to Philadelphia. It wasnt a long haul flight so there was no in flight entertainment, but there was also no on board meal. We joined our connecting flight in Philadelphia to Heathrow, and waited 40 minutes before take off. Whilst waiting, others started using the in flight entertainment, but our row of screens did not work. We advised the cabin crew staff member who said he would reboot, but probably wouldn't take affect until we were airborne. This didn't work and so he advised he would try again. The flight was full, and so we couldn't move seats. The flight was not as good as our outbound journey, and we had to endure a long flight home with a child without any entertainment. Your cabin crew staff offered to give us 3000 air miles each if we joined the members club, but he then said we couldn't join because we are British citizens a d have no email address. I have contacted your complaints department who have offered me vouchers towards our next flight which I am not interested in. I would like a partial refund for our flights as the service was poor, the only meal we had was a yogurt, seeds, and a date bar which none of us liked. This was a sour end to our holiday and it was my 40th birthday! Despite numerous staff checking my passport, no one wished me a happy birthday. Unpersonal, rude, uninformed, unhelpful, unfulfilling staff and flight.
Unfortunately we have the misfortune of travelling with you again next April to Florida... I'm dreading it

I checked in my luggage and I asked if my seat can be changed closer to the exit since I required assistance. The check in agent said he can't do it but terminal agent can. I approached wheelchair stand and I greeted & handed my the ticket for a wheelchair. Not one individual said hello or any kind of greetings. Not one staff wanted to take my ticket. The staff kept talking with each other until a young man offered to help. It appears as though no one wanted to work. As I reached the desk at gate F31, the employee refused to acknowledge me in any manner. When I explained I needed assistance she reacted as she didn't know. I requested for a change in seat to be closer to the exit and she explained that she can't change Group 9 seats. I had to ask the flight attendant. She was very nasty, appeared angry for the interruption and didn't greet me when I said hello to her. Why hire people that are lazy, angry or rude just to fill in a quota. I'll never fly AA again or my friends/family. I did call customer service while waiting to board and the only solution was "I have to work with the employee!" Never again. You have the worst customer service in the entire company.
Why hire people who act as though the employee is doing the company a favor by working there? The flight attendant did change my seat and informed him that the young lady was very rude and hostile. He apologized for her ignorance.

I was part of a soccer team traveling to lhr on 7/28 from phl. Being the manager when our flight was diverted i worked to get all 26 of us on another flight. However because of the delay we lost our transportation from heathrow to newport Wales. I was promised by Susan Namdar in the Boston AA customer service department that our 1500 dollar cost to book a new bus for the team would be covered. To date i am still fighting to get this refund. I have called and emailed Sussn multiple times with no answer. I have submitted a claim and was told to go through person travel insurance. They dont cover our group items. Is there anyone that csn help. I sm personally out 1500 now for this.

I have sent two compliants alreaddy noone has yet resonded or gotten back to me I was injured on a recent flifgt had 2 go 2 er at finale destination ets I left bdl on aug 6 flew 2 chicago ohara then onto springfield mo then back on aug 20th the same routes all on american airlines I wish 2 speak with someone or thru your web site get back 2 me asap so I do not have to keep typing and reporting this true story of what ocurred Thank you for your help on these matters Joanne Palozie-Weems

Had a great trip until american airline decided to abandon us in philly with no plan in site. And some people were left without there medication due to the fact they never received there luggage. It was going ahead to our final destination. Thats fu. Very disturbing and I could of lost my job because of it. I finally was able to orchestrate my flight back close to home. Still had to get a second source of transportation to home. I lost a days pay and with 2 filed complaints, aa feels no obligation for reimbursement. Such bad customer service

Just got home from Cancun after dealing with 15 delays on our American flight, no lie, 15 of them over a 12 hour period, ridiculous!
People were waiting at the airport for over 12 hours, only to find out that the flight once taken off would not go non-stop from Cancun to Philadelphia as scheduled and as was indicted on the flight monitor, but instead it went through Miami to go through customs and immigration, then back on the plane to fly to Philadelphia.
No communication or explanation was given regarding this matter, just an absolute atrocious example of customer service.
This is one time where the flight should have been canceled and rescheduled for the next day as we actually left at 6:30 AM from Miami when we could have easily found accommodations, stayed overnight and left Cancun early that morning, which would have been far better the option. All of the American agents in Cancun felt the same way, they could not believe the flight was not canceled instead of having everyone go through the hassle and inconvenience that they went through.