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The AA business class flight booked with BA was the last leg of a very productive business trip which up to that point was only uncomfortable with the whole Heathrow airport chaotic experience. The cabin steward responsible for my aisle was just plain rude from the moment I took my seat: Couldn't understand my menu order, interrupted me impatiently, and insisted that I kept a table cloth on my tray for the entire 3 hours it took for them to roll out one drink and the meal. I had my drink and went to sleep within the 2 hours mark and let them worry about the table cloth. Unlike other airlines - no bother to inquire if I wanted a wake up call for my meal but that was fine. On the second meal, the options were only some impatiently announced "tri-tip pies" which I politely declined and there was no mention of any drink or water. I'm a very easy going traveler but I have to wonder: why is the crew on American Airlines always in such a bad mood? It wasn't a cheap ticket, but it became a memorable poor flight experience. They basically downgraded business class to premium economy - fine we can live without the 8 am champagne offer - but perhaps a reminder to pack a sandwich and some water anyway.
I was on an AA flight from HKG (20+hours) and was able to get to the gate of an earlier flight to my destination (TPA). The gate agent (Evelyn) at gate A36 DFW, said due to not having a high status she was unable to make the change. She did verify that there was plenty of room on the flight. To make matters worse my flight is now delayed. I tried to call customer service and that was an hour wait and the flight started boarding. WHAT CUSTOMER SERVICE!!!!
My husband and I had a stop over at Reagan and we had to valet our bags because the plane was not big enough to put them over head. The plane was delayed because we had to deice from Des Moines. We still thought we had plenty of time to make our connection. We stood waiting for our bags. The first bag came out. Then we waited. He finally told me to go to the gate because now we were cutting it close. I got to the gate and tried to tell the gate attendant what was going on and she acted like she didn’t care and for sure wasn’t listening to me. My husband called and was on his way. I got on the plane thinking the flight attendants would be nicer. They were training and didn’t even look up at me while I was trying to tell them our situation. I sat down. I noticed they let another person sit in his seat. I jumped up and tried to tell them he was at the gate and they just said there was nothing they could do. My husband was told at the gate he should have checked his bag. Wholly buckets for rude. From the gate attendant to the flight attendants no one even gave us the time of day. The Worst service I’ve experienced flying in a long time. No eye contact. No one listened. No one tried to help. My husband ended up not getting a flight out for 4 hours so I’ll sit waiting for him for 4 hours. Flight 5575. 2/21/25 Reagan to Pitt.
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I am filing this complaint because I have never been so disappointed in an airline in all my years of traveling and I am a credit card and reward member with American and up until this experience always gave preference to American airlines. That will change as of this point based on the horrific customer service I received during this last trip. I have for sure had issues in the past but they felt isolated, but this incident was constant and with just about every member of your team I engaged with over my travel on February 17th. Each person I encountered just made a hard situation harder. I have documentation between the app chats, my boarding passes, and medical documentation from my father’s medical provider to confirm the facts of this complaint and I am happy to provide them (you all should have access to the chat transcripts). I purchased my ticket to travel to see my dad who was diagnosed with Cancer and is doing chemo in New Jersey (EWR) and I usually fly United Airlines from Memphis (MEM) to Newark because it is a direct flight but since United didn’t have direct available and only connecting I chose to fly American because it was my preferred airline of travel. What a mistake that was. My flight was originally booked to leave Memphis on Sunday, February 16th at 7:30am but due to impending weather American reached and out suggested that I move my travel to the following day. That was not problem and I understand you all cannot control the weather and that was an attempt to avoid travel delays, safety, and confusion. I had not problem with that and changed my flight to Monday morning as that was a clear travel day for weather. I arrive at the airport in Memphis on time and am boarded onto my flight to Charlotte for connection into EWR. We were delayed about 45 minutes out of Memphis due to deicing of the plane. The flight arrived in CLT late and the captain asked everyone on the plane to stay seated unless they had a connecting flight to allow the folks connecting to attempt to make the connection. I want to clarify my complaint has nothing to do with the inflight staff they were great. I got off and took off running through CLT airport and made it to the gate. When I arrived at the gate they were in final board and the gate agent boarded about 5-6 people while I was physically in line at the gate waiting to board along with at least 2 other people from that Memphis flight. I was like Lord yes I made it because they were still putting people on the plane. She gets to me and I am trying to catch my breath and I had her my boarding pass and she told me the flight is closed and we have already given away your seat. She would not even look me in the face and her body language was completely dismissive. I explained to her ma’am I just watched you put all these people on the plane in front of me while I was at the gate in the boarding line and she was like it is policy and my seats are gone and she was not going to board any of us. To be cleared I had a confirmed seat assignment on this connecting flight to EWR. She was so cold and rude with her mask on and made no eye contact. She callously again said there is nothing she can do you will have to get a different flight. At this point, I am in tears and then she crudely says it is policy and I have the right to give away your seats. She still refused to make eye contact and then she just walked away and walks down the jet bridge and closes the door. I have worked for the airlines as a gate agent in the past and I would have never been this cold and cruel even though policy dictated I could. She did not even attempt to manage the situation. I think I would have been able to handle this better if when I arrived the flight was closed and people were not still boarding but I watched her board 5-6 people ahead of me. This woman had not one bit of empathy or regret in her voice. It is also how she spoke to me. I wasn’t yelling at her but in full on tears begging for her to help me. Once she walked off, I composed myself and went to find customer service. I get to an agent and they make me aware that everything is booked for today and I would not be able to fly out until Tuesday morning confirmed but could do standby all day to see if I could get out they even checked alternate airports and nothing. I explained to him that I am trying to get to my dad as he is sick and he said I am sorry but there is nothing available and then he was like wait I found 1 seat on flight 1038 at 4:42pm (I still have my paper ticket with confirmed seat assignment). He confirms me and prints my paper boarding pass with seat assignment and then puts me on standby for the 2:42 pm flight and tells me to head to gate B15 to check in with the gate agent. He also printed my standby ticket. Even though it’s a delay I was good with the fact that I can get out on a flight that day. So as I am walking over to the B terminal I check my app to look for the update on the flights he just booked and my app was showing me flying out Tuesday morning so I wanted to stop at customer service again just to be sure everything was accurate. The line in terminal b was so long they told us to walk back over to terminal c there was no line or waiting. I did that as I still have a few hours before boarding the standby flight at 2:42pm. When I get to customer service and explain I just wanted to confirm my arrangements she looks in the computer and tells me I am booked to leave out at 7:30am Tuesday morning and on standby for the 2pm flight to EWR. I was like wait I have a boarding pass and confirmed on the 4:42pm flight that day to EWR and I give her the boarding pass and she is like I don’t know how you got that or why but that doesn’t exist it is anywhere in the system and I am like how? I didn’t print this off myself (I have the boarding pass with confirmed seat assignment) and create a boarding pass and she calls someone on the phone and they are like we have no record of that and the system has already booked you for 7:30am Tuesday morning. She says, "Flight 1038 is completely booked and has no seats there is nothing I can do," and we are back to square on again and now I am stuck in Charlette playing the standby game all day and then she says, "If you don’t get out on standby today we will put you in a hotel until Tuesday." I am like, "Please there is nothing you can do, how do you all give me a boarding pass with confirmed seat and then say it doesn’t exist?" Then she says, "Wait I found 1 seat on the flight to LGA at 2:45pm." She said, "I can confirm you on that flight. Would that work?" I was like, "Yes please and how I am to get to Jersey?" she said, "You will have to find your own way and you can save your receipts and talk to customer care for a reimbursement later." At this point I am so stressed out I am just like fine just get me there so I can get to my dad. She books it and I am like what about my luggage she said it will be moved to the LGA flight with me. The flight for LGA was delayed and we sat on the runway for about 30 minutes (no issue there the captain explained it was wind conditions) and while I was waiting I checked the app to see the status of my bags and while doing that I realize my bags are not on the flight with me. I started a chat with American to rectify the situation with my bags and there was nothing I could do at that time but he sent me the link to file a claim for a missing bag. I couldn’t do the claim because as soon as he sent the information the pilot announced we had been cleared for take off and I had to put my phone in airplane mode. As soon as I landed in LGA I went straight to the bag office and inquired, and she said your bags are not here but use the link we sent you to file the claim and I did that. It cost me $200.09 in transportation fees (I have receipts) to get to Jersey and then I got a notification via email at 6:29 pm that my bags had been located and are on their way to be delivered to my father's house. I get to my dad’s house around 6:45pm and I’m expecting my bags shortly after. At this point (around 9pm) I have been up and traveling since around 3am Monday morning and no bags I contact AA via chat I am told that my bags are delayed again and would not be delivered until about 1am Tuesday morning and I am like are you serious I need to stay up until 1am to get my bags and the agent was like yes but they will call when they arrive. So, I wait and stay up until 1:30am and nothing no communications emails or updates and no bags. Then I message again to get an update and the person says they cannot give me the contact information for the delivery company but stated my bags were now set for delivery between 12-4pm Tuesday. And I am like what how come nobody has sent me a message or communication to update me on the situation. I asked to speak to a manager immediately and my request was quickly denied by the agent. They were absolutely useless and a waste of my time. So, at this point I call American Airlines directly and finally get to someone who explains that the luggage delivery driver’s car broke down and could not deliver my bags and that was why the delivery was delayed and she said she would call them and get me the direct number so I could keep up. Let’s be clear apparently I should have got a link to track the delivery of my bags and that did not happen until 2:46am Tuesday morning and they called me at 2:35am to give an update after I had to speak to 4 different people with AA between 1:30am- 2:30am. By the time I got to the 4th person all I could do is just cry on the phone with here because this was all way too much and I am just exhausted and broken with the back and forth. Then they send the tracking link that all the AA people said I should have had prior to track my bags at 2:46am. After all that my bags were finally delivered around 4pm on Tuesday afternoon. I have never felt so dismissed, disregarded, and dehumanized as the staff with American airlines made me feel that day. You never know what people are going through and all it takes is just a bit of empathy and caring to make a difference in a person’s experience. This was the most disjointed and unorganized process I have ever experienced, constant conflicting information. American Airlines should be ashamed of how their staff treated people and I am sure I was not the only one. I am already anxious trying to get to see my sick father and usure what to expect and to be hit with inaccurate information from one agent to the next or your on the flight and nope your not on the flight and I am experiencing all of this not due to any fault of my own but all American's fault. My experience on Monday for me demonstrated American's protocols and staff prioritized Americans desire to make money over any interest of its patrons. It is the whole principle of why you all oversell flights and charge bag and seats costs not to mention that I was charged and additional $50 for seats on these alternate flights not even a courtesy to wave those fees based on the situation. You treat your paying customers like cattle with no level of humanity, care, or empathy. The additional emotional stress and financial burden that was placed on me was unfair and unnecessary. Even if weather had been an issue if you just would give people accurate information and communicate effectively it could relieve some of the stress and anxiety that the situation created. It is the small gestures of kindness and empathy that make difficult situations more bearable. For me to watch that callous gate agent give my seat away right in front of me in the name of policy was traumatic at best. It was so egregious she couldn’t even look me in my face as she blamed policy for her inhumane and inconsiderate actions. Since I live in Memphis, I will have to take this trip to New Jersey several more times over the next year to see and help with my father’s illness and it will not be on American. I will be flying United from now on even if I must connect, I will just connect with United or another carrier. American needs to make this right and the bottom line is I understand weather and safety are a priority and how you all treat people during that process would make a world of difference. The 95% of the staff who I engaged with over my ordeal represented American and they were horrific and useless representatives of the awful side of this company. Just a little bit of empathy and emotional intelligence would go a long way to help people who are patronizing your airline. Shame on you American for the stress and anxiety you all created during one of the most difficult and trying times of my life!
I was flying to a family funeral on Feb 14 and when I arrived in DC my flight to Bangor ME was cancelled. I called the executive line and asked about other cities in Maine which would get me close enough to drive to Canada but all were booked. The agent said Alaska has a flight to Portland so I asked him to put me on that. I then went to the Alaska desk and asked the agent if the flight was going to Portland Maine and she said yes. After taking off on the flight, I then learn that the flight was going to Portland Oregon. I ended up flying back home to Myrtle Beach because I could not get to the funeral in time. You have not offered to pay for any of my costs for hotels, meals and cab rides. What do I need to do to be reimbursed. You have offered me 12500 points which is quite an insult for the ordeal I went through. I have always flown American giving spending about $20,000 a year for many years, is this how you treat your most loyal customers. Maybe it's time to change airlines.
I booked 2 simple flights with American Airlines from Raleigh NC to Miami FL. The flight going there was on time until they discovered a hydraulic leak problem and we all had to get off and re board 3 hours later, coming home. The same thing got on the plane on time but sat on the tarmac for over an hour before they had to return us to the gate for a light issue 3 hours later back on the tarmac and they decided they did not have enough fuel, they had to return us again for a fill.... Are you kidding Me!... Worst airline ever, dangerous planes with shady maintenance.
Ugh. I stopped flying AA two years ago but due to changes in our corporate travel policy have had to fly them again. Nothing has changed. Status board will read "on time" 10 minutes before departure but no plane is at the gate. Gate agents just blame "the other team". It doesn't occur to AA that lying on the status board time and time again doesn't inspire brand confidence. I would rather fly ANY other airline in the US than American.
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Our flight was cancelled due to “weather” and instead of working to rebook our flight, multiple agents closed their kiosks as lines and lines of people were trying to rebook due to the cancellation. After calling the help desk line, I requested a spot for an agent to call me back. This never happened. My wife eventually was able to get ahold of an agent, who should have called me given that American Airlines said they would, and was able to get a flight booked for two days later. We were not offered any compensation or lodging even though we were stranded by American Airlines’ decision. Following this, our luggage was held hostage, and I choose that word purposefully, since in spite of multiple requests by passengers to request their luggage, the luggage sat on the runway for three hours before it was moved to baggage claim. We were told multiple times that our luggage would arrive soon at different locations, only one of those locations was accurate. Baggage terminal 24 or 25? It took three attempts to finally announce where it was actually dispensing from. I understand that weather happens. I know not every travel experience is pleasant. But I also know bad customer care when I see it and this was some of the worst in my time of traveling. Safe to say after this trip, American Airlines will be our last resort.
The absolute airline, they cancelled my ticket which was basic economy but I spent $550 and they decided to cancel me last minute with no exceptions, no travel credit, no refund or even another flight because they had no other flights for the day. As a military family, we fly all the time with AA. I am very upset.
I travel a lot for business and pleasure, and AA is my go to airline. I live in Arlington, TX and DFW is my hub. I have never had a bad experience with AA. Flights do get delayed, gate changes, and canceled, and AA does a great job of communicating any issues. For those that travel with AA, I recommend that you upload the AA app on your phone, so you can receive alerts if your gate changes, delays, and cancellations. The flight attendants are great as well. If you have not signed up for AAdvantage, do it. For those that don't use AA inflight entertainment, do it. I have been an AAdvantage member since 1998 and have earned top executive status. Thank you AA.
I HATE THIS AIRLINE!! They made me check my bag because I was in the last group and all the other people before us (group 9) had taken up all the spaces. I already wasn’t able to change or even pick my seat so I got stuck in a window. I’m afraid of flying and claustrophobic so this window seat shows how much you all care. Add to that that the LAST thing I needed while trying to manage my stress was the added stress of having my cary-on checked with all my meeting stuff in it. You care about money not people so just run the truth in your ads. They even allowed someone obviously drunk to board the plane which only lengthened take off when they had to remove him. This trip is more than upsetting, it has actually harmed me mentally and I will be lucky if I get to AZ without throwing up. Garbage performance.
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They made my bag delayed so I didn't have it for the rest of my trip for the next 3 days. Now they're not agreeing to pay to ship my stuff back to my home! They're all just giving me the runaround with links to pages that no longer exist, or phone numbers that never pick up. I can understand delayed or cancels flights, that's not in their control, but this is. 3. Now it looks like I'll have to pay shipping to get all my stuff back. Very bad service.
I have been victim to late or canceled flights a good 20% of the time using AA. That is very poor customer service. I avoid the airline as much as possible. I am now waiting for a 3 plus hour delay. They keep delaying by 30 minutes to keep us on the hook. They should be bought out by a better managed airline like United.
Disappointing International Flight Experience with American Airlines. I recently booked what I thought would be a Qatar Airways flight from Philadelphia to Doha, only to discover after purchase that this leg was actually operated by American Airlines. Sadly, the experience left much to be desired. First, the seat itself was tolerable—though that was only because I had paid extra for additional legroom. However, the real problem was the flight crew’s attitude. I had requested a Hindu meal, and while it was served to me first (as is common with special meals), the manner in which it was handed over was extremely rude, making the interaction unnecessarily uncomfortable. The real low point came during the drink service. I ordered a gin and tonic, only to find a fly in my drink. I pressed the call button, but it took more than 30 minutes for a flight attendant to show up. When I pointed out the insect, the attendant took the drink away without offering an apology or a replacement. Much later, when I politely asked if I could have a double gin and tonic (considering the previous drink had a bug in it), I was rudely denied. It wasn’t just me who had a difficult experience either—my neighbor, who was traveling with a two-year-old, mentioned similar issues with unhelpful and unfriendly service. Given the level of indifference and lack of courtesy from the crew, I would strongly advise caution when booking an international flight that might be operated by American Airlines. My experience was profoundly disappointing, and I will certainly avoid flying with American Airlines internationally in the future.
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American Airlines & DFW Airport: The worse experience ever at an airport. I threw out my back and was an incredible pain when I took an American Airlines flight into Dallas Fort Worth so I had arranged for a wheelchair to take me to my connecting flight as I recalled the cavernous airport, with long, extended walking necessary to get to the various gates... The airport is a mess. It's complete chaos there. Once we landed, the foreign people who handle the wheelchair, transportation were in complete chaos. I asked who was in charge and I wanted to get his name to file a complaint and an American Airlines flight attendant came over and a very hostel and arrogant fashion demanded to know why I want the man's information and said “No! No names. You don't need any names” and stood in front of him so I could not see his name tag. As I was in so much pain I didn't argue with her although she was extremely rude, I just did not want to miss my connecting flight. Net net. I was on a transportation bus like vehicle, and the group of foreign men took us to the wrong spot and told us to get out. The spot they took us to there was a man in charge who said. "I've told them 100 times not to bring you guys here"... They're supposed to take you to the gate. I don't know why they're doing this. All of us on that bus missed our flight. In excruciating pain I had to go through the challenge of standing in line for a customer service person and then I was directed to call a hotel. That hotel did not answer the phone, I did wind up spending the night at this atrocious little hotel, all they had to eat was things that could be warmed up. I didn't have my toiletries I didn't have anything. It was a horrific experience. It was a horrific experience with the concession that handles the transportation, and these foreigners that I don't think they understood me and I didn't understand them. That was further aggravated by the arrogance of their American Airlines flight attendant. All in all a horrific experience.
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I missed my flight out of NY - my own fault - found another way to VA and planned to continue to use the returning flight that was ALREADY paid for. Because I missed the outgoing flight they cancelled my whole trip and now I don’t have a way home. Flights are twice as much now as when I booked the flight. I called and they wouldn’t work with me at all - basically told me too bad. I was not trying to make changes to my return flight, I was not trying to cancel my return flight, I wasn’t going to be late for my return flight. The fact that they canceled justify keeping ALL my money because I missed my outgoing flight is disgusting! I paid for the return flight and want to use it and AA is basically stealing my money for that return flight and not allowing me to fly.
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