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1.6 Based on 140 reviews
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  • Customers like
    • Finally getting home 7
    • Worst 2
    • Worse customer service at any level 1
  • Customers don't like
    • Poor customer service 25
    • Customer relations 23
    • Delay after delay 12

I was treated so rudely by the American Airlines woman working at "assisting" at the Kiosk at Logan on Monday, June 27, 2016 at 1:30 p.m. She basically refused to assist me when I was having trouble checking in. I fly often and NEVER have I experienced such poor service and rudeness from someone there to supposedly assist customers. My boarding pass was on my cell phone and was not being read by the Kiosk. When I first requested her... Read more

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AA at PHl is the very worst customer service I have experienced. I travel every week for business, with the same carry on bag. ONLY AA makes me check this bag. It's a scam when this bag fits the overhead on every flight I take every week. On top of that, the AA workers are rude and think it's a joke. You can stand at the security line and see them pick random people with same size bags, and they too claim that they regularly fly with that... Read more

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On 6/23/16 I had a flight from Chicago, IL going to Dallas,TX for my birthday. I boarded the plane only to have to exit the plane because of maintenance issues with the hydraulics. After sitting for over an hour they found me another flight. On 6/26/16 I had a flight to return to Chicago, IL from Dallas,TX. I boarded the plane only to have to exit it because of maintenance issues again. On this time it was more dangerous. The fuel to the plane... Read more

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Flight 3933, Philly to Detroit delayed two and a half hours.......why? Son was also delayed last X-mas flying into Philly. Bangor to Reagan in DC .....unloaded from the plane onto a bus, froze my *** off because the air condoning was cranked up, waited for my connector to DTW in a small *** terminal, loaded back onto a bus to get to the plane. What is AA doing with all the money it's making? I hope to never fly AA again, in fact I have ordered... Read more

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I was on the American Airline flight 639 from PHL to PHX on 6/20/16 when our flight had to be diverted to Amarillo, Tx due to a passenger having a medical emergency. The airline made us sit on the tarmac for 3 hours in 116 degree heat with no air, no food or no water before I finally had enough and walked off the plane. Now the airline is charging me full fare even though I didn't reach my destination of PHX. Has anyone experienced this type of... Read more

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After boarding a connecting flight from DFW to LEX all were ordered off the plane due to a "problem with the aircraft". We returned to the waiting area and after 45 mins. were told the flight was cancelled, there was no replacement aircraft, no seats on the later flight to LEX and everyone would have to go to the re-booking center. There was only 2 employees to re-book 150 passengers. AA could not provide a seat on another flight for 24 hours... Read more

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June 19, 1016: American Airlines. We completely, totally understand the reason why some regional flights were cancelled due to heat at the Phoenix Sky Harbor Airport: Safety first. We sat with a Tucson air traffic controller who educated us about atmosphere, heat, runway length. Our flight was delayed and later cancelled due to excessive heat, while other planes the same size as ours left! AA used the same rotating and changing excuses... Read more

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My Letter to VP of Flight Operations: "Hi Mr. Stone, Thank you for accepting my request. On Sunday June 12 I was scheduled to fly out of DFW to RDU at 6:30 PM. DFW had canceled several flights to to sever weather. I understand that, but what happened afterwards has left me wondering if I should book future flights with AA. After arriving in DFW , I immediately located a boarding agent and requested a seat on the next flight to RDU. She took my... Read more

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After landing been sitting for over a hour with no gate. Now 45 minutes late. Other American flights going in. How can no gate open up. Unacceptable and poor. Someone makes a lot of money not to perform.

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I traveled in American Airlines 6-1-16 to 6-6-16. went from Miami to Punta Cana. we had to deal with the worse customer service ever! the gate woman (gate D5 leaving on 6-1-16 at 9:56 am) on our way out was so rude and just kept talking to us in the nastiest way and tone. not only us but to the people sitting next to us as well. i did not get her name. we told her we could not hear them calling our flight because we were in the American Airlines... Read more

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