I've recently had to navigate LAX around Terminal 4, and the experience has been confusing. Terminal 4 has areas that are closed, but it's not always clearly communicated. You walk in and see closed sections and long lines of people, then end up going down to Terminal 5, which is packed and serving people from multiple terminals. It feels like there isn't enough clear signage or staff direction for all the construction and rerouting that's going on. I found myself walking in circles more than once, with no real reason other than unclear instructions. I understand construction happens, but I do hope they finish and get things back to "normal" soon. For now, I'd give this experience 2 stars. American needs to staff this better if they close terminal 4 put more staff in terminal 5.
Hi there I have a complaint that I am hoping to get resolved quickly. I upgraded to business class on my most recent flight to LA.
The experience was horrible from the start. The plane we got on was not upgraded and your seats need to be completley redone. The flight crew was nice but definitely didn't provide the service one would expect being in business class. When flying with your company before and a few other airlines we normally get acknowledgement, a drink before we leave and take off, or an order at least.
It took over 25min after we were in the air and past the 10000 feet to even have the question of drinks come up. She then only came around one other time on a 3 hour + flight. The food choices for a business class flight was deplorable and honestly not edible. No additional ammenties were provided and would not recommend your upgrades to anyone else at this time. I am asking not only for a refund of my 97$, my 17$ for wifi that stopped working 10min into the flight.
You need to do better!
if I could rate it a zero I would. Our first flight was delayed due to mechanical issues. We then had minutes to get to our next flight which we made with seven minutes before the gate was supposed to close. They close the gate early, sold our seats to other people. And then told us they wouldn't put us on the flight. To boot they've lost our baggage and we have been waiting over five hours for them to find it. We had to rebook a flight for tomorrow with our own money with a different airline and we have had no assistance. Would not recommend flying American anytime soon.
Worst airline! Last minute gate changes no text message or overhead announcement to warn you of changes so I waited at the initial gate and missed my flight. You have to check your email and this email came in same day of the flight at 4am. Also, you walk the whole airport to take a shuttle to another part of the airport. It's a very bad experience.
I forgot to obtain my electronic device from seat 1E on a flight from Curacao to Miami; and notified the airline immediately: supposedly the device can't be located despite "find my device" is circling in on its location. Suggestion, avoid using this airline.
I did not do my Visa before going to NZ. I thought for sure I would miss the flight and not get my ticket. Trey guided me, made phone calls, and went above and beyond. Thank you Trey at LAX, I hope you see this.
American Airlines has provided one of the most disappointing customer service experiences I’ve ever had. I paid extra for seats specifically labeled as having additional legroom, and when my employees flew back to Mexico, they sent photos showing that the seats had no extra legroom at all. Naturally, they asked for a refund of the upgrade cost.
When I called customer service, I spent 45 minutes on the phone with an overseas representative, only to be told I could not receive a refund and needed to submit a complaint instead. After back-and-forth emails with the complaint department, I was then instructed to submit a refund request online — still without speaking to a single person who could actually explain or resolve the issue.
A week later, the refund was denied with the explanation: “Due to seat availability limitations, we are unable to provide refunds in cases where seats are not available.” This is unacceptable. Charging customers extra for a feature, failing to provide it, and then refusing to refund it demonstrates a serious lack of transparency and integrity.
No wonder there is no way to reach a decision-maker. The entire process feels intentionally designed to avoid accountability. I will not be booking with American Airlines again.
Horrible, worst travel experience in my life. I travel for work and have been doing so for 35years. This trip has had multiple delays on multiple flight, all apparently unrelate. I have asked attendants and staff, multiple times for the reasons with no answer. Also no apologies. No attempt at compensation, simply nothing. If I could give their service a zero star I would. i assure you I will never ever use this company for anything ever agai.
Such an unreliable travel company. Never fly American from Miami. Ever. Departing from Miami we had 4 delays and the first plane we got on, after finally being able to, had mechanical issues so we deplaned. Second one, we pulled from the gate and right back up due to the flight crew not having enough fly time. Was a total of 6 hours delayed.
Flight home from Miami, we waited on the tarmac for 2 hours. Pulled to the gate and they had to change the crew yet again. Captain told us the crew was already here. Deplaned and they don't have an eta for a new crew. Apparently this is a thing. Just save yourself the headache.
We recently flew with American Airlines from Washington to Denver, and the customer service staff and flight crew were outstanding. THey were friendly, polite, and very helpful. We experienced a minor delay due to issues associated with the government shutdown, but updates were clearly communicated to passengers, which was appreciated. Another major plus was how easy it was to reach a representative by phone when we needed assistance. We look forward to our next trip with American Airlines.
Worst experience ever! It was my first time flying with American Airlines, and it WILL be my last. They lost both of my childrens' car seat inserts and then refused to honor my claim even though I reported the lost items with 24 hours and filed a missing contents claim as I was instructed to do by 2 different American Airline representatives.
Long story short, my claim was denied because the airline "did not find any reports for delays or damages to the bag to honor your missing contents claim and also because we do not cover attachments for car seats, our resolution remains unchanged, as we are not making exceptions to our policy in this case."
To be clear, they did not honor my claim because I did not file a damged or delayed baggage claim before I filed a missing contents claim. I feel like this was an unfair resolution because I called twice and spoke with 2 different representatives who instructed me to file a missing contents form. There was never mention of having to file a damaged or delayed baggage claim BEFORE filing the one for missing contents. Not once! ...yet the airline made no exceptions even though it wasn't really my fault. Unacceptable!
Moreover, even if I filed a damaged or delayed baggage claim and then resubmitted the one for the missing contents, the airline reports that their resolution would still remain unchanged because they "do not cover attachments for car seats" even though the inserts were part of the original car seats to begin with. That is one of the worst policies I have ever heard because it does not encourage employees to handle items with care. Why should they care if they mishandle luggage when they aren't held accountable, right? It's absolutely not a policy that places the customer first. That's for sure!
In conclusion, I will never fly American Airlines ever again and discourage others from doing so as well....unless you don't mind losing your luggage, spending a great deal of time filing claims that are ultimately denied do to some loophole written in their policies, and having to pay for missing contents yourself anyway.
Worst experience ever!
Good enough airline. TSA checkpoint was really quick and so was boarding. Minus 2 stars because the WiFi I paid for in-flight works on and off. Like it's $29, make it stable connection. If it's gonna be spotty, charge like $5 or make it FREE.
American Airlines is the worst I ha e been with. Today is the 2nd time that I have been sat in the airport because they cant get it together. I woke up at 2 to be at the airport by 4 and even with layover home by one. Nope we sat on the plane forever because there was a plane in our way. The crew was late so that sat us, and then I missed my connecting flight. They put me on a new one and it got delayed for over an hour too. Ive now paid two uber fees and am still sitting at the airport writing this. I will be going with Delta, they seem to handle their business better. Thanks American for making g that choice easy. Only one star becauae it forced it.
Would NOT recommend AA. My wife and I got stuck an extra day in the Dominican Republic - this was after we spent 2 hours on the plane of waiting to see if maintenance could fix the issue.
They have no flexibility and just an overall miserable experience. We will not be flying this airline again
only 1 star cause i can't leave zero.
took a flight from honolulu- texas and miss connecting flught in dallas due to a flight cancelation in lax
american could book me on anything else until 15 hour later . i needed to go to a hotel and pay they are not willing to pay for this . i am beyond upset, they offered me flight credit . i wont be flying with aa again.
at least when united messed up they paid for room and credited flight. aa big fail
trash. I've flown all over the world with my wife. sat in philly for like 5 hours only to find out our flight was cancelled. they wanted to rebook us at like 1030 pm with our two kids so we could drive an additio 3 hours on arrival. no hotel voucher when we rebooked the next day or anything. hate these guys.
Dog Sh1t company - a lot of delays and terrible service. They never fix any of the issues and are very slow to respond to anything. If I could leave 0 stars I would
Everytime I fly american im delayed . EVERY TIME! I was supposed to be home at 6pm as I have work tomorrow morning and it is now 11pm and my flight still won't be here for another 2 hours . Unacceptable . First I get rerouted due to a cancelation that took me to extra stops and more time on the plane to get me home 6 hours late which I accepted but now the last leg is going to be 2 hours late . So now ill be able to make the 2 hour drive home and then head strait to work . No big deal been up since 2am .
Horrible customer service! Zero compassion, rude, evil, no accountability! Stewardess lied and I was discriminated against because I'm white from 3 black employees. I missed a funeral because of it and not 1 employee showed even an ounce of compassion. Disgusting
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