Janet F Rmk

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Verified Reviewer
| map-marker Port Townsend, Washington

No food for purchase on flight

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Having read some of the complaints on this site about AA, my complaint is fairly minor. But I'll state it anyway.

On American Airlines' website, there is an option for ordering a meal for a longer flight but it is grayed out.

At the airport, the gate agents state that there will be no food served on the flight. Fine. At least we were informed.

The thing I find irritating is that it was a 6 hour flight from Charlotte, NC to Seattle, WA. We received a skimpy bag of pretzels and *1* beverage.

That's it. No second pass through the cabin with additional beverages, nothing.

That is really poor service.

When I complained in an email to customer service about this, I was told that I could buy food on the flight. Even their customer service doesn't know what is or is not offered on the flight.

The only reason I flew on AA was to get across the country for a family reunion.

I normally only fly Alaska on the west coast. Their service is far superior.

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Preferred solution: Let the company propose a solution

User's recommendation: Try to avoid American Airlines

3 comments
Guest

I would have thought for a 6 hour flight, a light meal at least would have been served. Failing that, a variety of snacks and more than one beverage.

Guest
reply icon Replying to comment of Guest-2148828

Hopefully, you don't get paid to think. This isn't a 1960's Pan Am flight with white-glove service 2-course meals and so on.

You more than likely paid next to nothing hence your "meal" was about next to nothing. You get what you get and don't throw a fit as the children say.

Guest

" 6 hour flight " Oh no, not 6 hours without food. Lame AlphaFoxtrot first-world problems.... Next time, hit the McDonald's in the terminal you P I G.

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Richard G Dia
map-marker Ocala, Florida

Complete We arrive 15 minutes before departure and the plane left before we we got there so needless to say we had to find a hotel in Orlando during spring break paying high price hotels we think we n

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We arrived 15 minutes before departure the plane left 10 minutes before departure we were trying to get through the lines in the Orlando airport we had the express through TSA they threw us through the wrong lines with two infants now were paying through high price hotels we think we should be American Airlines should be reliable for this
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Loss:
$3000

Preferred solution: Full refund

User's recommendation: Never again

Anonymous
map-marker Cleveland, Ohio

No return or information of lost item

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Flight was late X2, told us all connecting flights would be delayed also due to like ours, rain delay. When we landed they were "You better run to connecting flight".

I did and realized I left my lap top on last flight, i immediately told flight attendant who assured me she would call and let them know to send to The central office for baggage claim/lost and found, etc...I should have went back they assured me no time and no extra flight that night. I have gotten NO information from American. I wonder where ALL these lap tops go.

I checked the next week in miami they had hundreds or lap tops. No one from Texas (where they all go after 30 days) has contacted me, just an email saying "we couldn't find your item, we are closing this" It was traumatic and sad seeing how little they care.

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User's recommendation: Don't think there is a customer service dept at American Airlines especially one that cares!

Marla S Vpp

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Verified Buyer
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Verified Reviewer
| map-marker Fort Worth, Texas

Poor and unprossional customer service

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American Airlines - Poor and unprossional customer service

At boarding, a foreign boarding ticket scanner guy, decided to give me a hard time just because I couldn't understand why he was rudely speaking to me and telling me I couldn't take on a second bag even though I had taken the bag on many times before. This was my last connection flight and I have been allowed 2 carryon bags per person.

I had 2 bags and so did my 17yr old son. He got an attitude and said I was questioning him and he would cancel my ticket and make me pay for my one free checked bag??! Totally confused I demanded his manager and he refused. His coworker heard what was going on and tried to help me by scanning my boarding pass and telling me to go ahead and board the plane (she was very nice, calm, and professional), but this foreign guy kept yelling in front of everyone that he was canceling my ticket and her came at me trying to grab my boarding pass.

I didn't give it to him, so he then said he was going to tell the pilot to kick my son and I off the plane. Smh??!! The pilot did not buy into this man's antics, so he left us alone after that. Omg!

Unbelieveable and uncalled for. I have never been treated so terribly. He needs to be fired and banned from working in any customer service position ever again. Because of him, I will never fly Anerican airlines again.

I usually always fly with Southwest because I have no issues and their customer service is stellar. This was my first and last time flying on American.

I only flew with American because Southwest did not have flights going to Columbia, SC and that is where I went to watch my daughter graduate Army Ntnl Grd basic training. What an exciting and meaningful trip it was until we encountered the American ariline representative who acted out of line and over the top with man child behavior.

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Pros:
  • Using miles
Cons:
  • Already explained in description
  • Treatment

Preferred solution: Apology from the representative who gave me the horrible experience and he should be fired for such behavior and his representation of the airline.

User's recommendation: Horrible customer service

Anonymous

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Verified Buyer
| map-marker Tucson, Arizona

My wife and I were ripped off and charged additional fees for seats we already paid for.

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My wife and I paid for seats on our flights which was initially a direct flight from JFK to San Jose, Costa Rica. AA then notified us that we would be experiencing bad weather so we were permitted to change our flight to an earlier flight without charge.

Yet, when we rebooked the customer service agent purposely booked my wife and I in seats separately on a plane that wasnt fully booked and we had to pay for seats to sit together. This is disgusting and unacceptable. I paid without delay because I didnt want my wife to deal with additional stress after suffering a miscarriage recently. This trip was supposed to be relaxing and easy yet, AA made it more expensive by nickel and dining us when we shouldve been accommodated properly from the start.

I also told the lady we paid for our seats but she ignored what I said and did what she wanted to. We had to pay for seats on two flights because we had to connect in Charlotte because there were no additional direct flights that would get us to our destination in time.

Our return flight was also delayed by 1 hour due to errors by AA staff. Error 1 was they had to switch planes for some reason so we had to check in and then board a bus that took us to the stair of our plane to board. It was weird but we went with the flow.

Then when we got on board we were delayed by one our because the ground crew filled up the plane with too much fuel so the pilot announced that he needed to burn off 500 Lbs or gallons of fuel so the plane could properly take off. We took off an hour late and we are now afraid we will possibly miss our connecting flight in Charlotte to NYC, JFK. We also just received an alert that the seats we paid for on our connecting flight have been rebooked after paying $429.94 for our seats!!!!! My wife paid for some of the seats and I paid for everything else the day of the flight changes.

We want a full refund on the seats without question. This is horrible service and has inconvenienced us a great deal on trip that was supposed to be healing and therapeutic for my wife and I. I really think the customer service reps who assisted us so poorly need better training. Thank God I didnt pay for first class like I originally asked the representative.

I am going to be far more cautious when booking with AA. I am not used to such horrible service and ridiculous fees for things we already paid for.

We are also being forced to pay for seats on the flight AA is booking us to JFK. Why are we sitting on the back of the plane when we paid for seats! AA is a disgusting company and I will NEVER fly with them again after this.

Such a horrible experience. We are not rich and can not afford to just pay fees because of mistakes AA staff and team made that have nothing to do with us.

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User's recommendation: I would recommend that future customers be aware of the tricks being played by these airlines to over charge their customers. They care more about making money than the quality of their service. Be cautious when flying AA and any brands they are associated with. I feel sorry for anyone else that has to go through this kind of drama when they are paying for a high standard of service.

Anonymous
map-marker East Amherst, New York

Two hydraulic problems on two different airplanes at two different airports got moved to two backup airplanes

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Two airplanes at two different airports and hydraulic problems The third airplane being pushed out the sheer pin on the toolbar snapped in the front landing gear and that held us up for another 45 minutes got transferred to two other airplanes at different airports one airplane that we were transferred to have a major sink leak in the back bathroom by the galley and I fixed the problem helping the stewardess Im retired Air Force ex crew chief an aircraft maintenance. Youre lucky I was there at the right spot at the right time or the plane would probably be diverting somewhere else it was dumping water all over the floor and the stewardess got nervous so I was a good Samaritan and helped her out and she asked me where I have knowledge of aircraft and I told her. She was very thankful I told her no problem

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Preferred solution: Two round trip tickets

User's recommendation: I have no opinion

Dori H Xwh

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Verified Reviewer
| map-marker Miami, Florida

Customer Service is HORRIBLE. Waiting on hold for weeks over 4 hours is just unacceptable

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Updated by user Jan 15, 2022

No one from American Airlines has contacted me. I have tried calling several times. The wait time is between 4.80 hours and 6.25 hours

Original review Jan 13, 2022
It took me 43 hours to fly from Miami to Maui. One flight was cancelled, one I missed because the flight delay from Miami to LAX missing my connection, I arrived at Miami Intn'l airport 3 hours before my flight and had to check in with the ticketing agent as I had a live animal flying with me.

She took over an hour, needing to call 2 supervisors to figure out how to get my bags to my final destination. American Airlines wanted me to get off my plane in LA, go to Baggage claim at LAX to collect my bags (with a live animal and child), stand in line at the American Airlines to re-check my bags, go through security again at LAX International Airport and walk to the gate all in a 2-hour layover. When I explained this was not possible due to the fact I had to meet my son to give him my cat at arrivals, it created huge drama. FINALLY, after an hour, they figured it out.

I ran to security, RAN to the GATE which was just closing for boarding 30 minutes before the flight. I begged to get on (30 min prior to departure) but the gate agent explained they gave my seat away because no one let them know I was "on my way through security". I had to stand in another enormous line to rebook. I got a flight 4 hours later to LAX....we sat on the tarmac for 2 hours, thus missing my connecting flight to Maui.

I had paid for upgraded seats to first class knowing I was flying with a live animal, but I was seated in the last row next to the bathrooms. I had upgraded seats from LA to Maui also, which I paid premium for (I never do this but given it was a 15-hour flight schedule I splurged), again after being stuck in Los Angeles overnight, we were seated in the back of the plane. I have NOT gotten my seat upgrade refund, I can NOT reach American Airlines. Hold times are anywhere from 3,.5 to 6 hours.

REALLY? I was told by the ticket agent to go online to file a refund request, but since my original flights didn't happen, I do not even know the ticket number for the rescheduled flight as I never received an email confirmation. Without the ticket number I can not file a request online. PLUS, I was unable to carry on my carry on because the flight was full (overbooked by American Airlines) so was forced to check my carry on.

When it arrived to Maui, it was damaged - busted wide open. My prescription medication was missing along with other items. I filed a damaged bag report at OGG (Maui) and was denied! This was a brand-new suitcase I just purchased for $175.00 and had just filled my prescription which I have to wait for 30 days now to refill.

Working with American Airlines is a very frustrating experience, with no accountability by AA, no return communication, wait times for half a work day and when I opt for a call back in 4 hours, the call does not happen.

These business practices should be illegal. They have over $1000 of my money for upgraded seats, for meals and hotel I paid to stay in LA, for lost time and my cat being in a carrier for over 20 hours.
I do not recommend this airline!
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Loss:
$1049
Pros:
  • No pros
Cons:
  • Poor online application
  • Incompetent staff in customer relations
  • No respect for passengers

Preferred solution: Full refund

User's recommendation: I would not recommend American Airlines

Anonymous
map-marker Naperville, Illinois

Plane late set on tarmac in Des Moines for over 40 minutes and grumpy stewardess

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Plane was late to Dallas arrived late to Des Moines. Where they may not have enough ground crews but still setting on the plane now 40 minutes after we landed late.
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User's recommendation: Don’t know if American Airlines is at top of their game

Tommye G
map-marker Pasco, Washington

They are *** heads

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Terrible customer service. Nazi stewardess. I paid good money for my flight and this woman did her best to be a *** for NO REASON.
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Preferred solution: Full refund

User's recommendation: Fly with a different airline. ANY OTHER AIRLINES

Fernando R Vkn
map-marker Potomac, Maryland

Upgrade with miles

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This is my third call! Trying to get upgrade with miles for flight from MIA to SCL. Left phone number to receive call back and never received it! Another time I was put on hold for more than an hour and no one answered. Unable to request upgrade online! Very disappointing!
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Preferred solution: Talk to Representative to try to get Upgrade with miles for flight from MIA to SCL

Anonymous
map-marker Chicago, Illinois

Rebooked my flight without my knowledge

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Went to airport with thinking i was about to get on my flight to find out they rebook me , husband and I had to go in the dark to find a shuttle after I was to convince them to put us on another airline
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User's recommendation: Watch out

June G Etd

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Verified Reviewer
| map-marker Chicago, Illinois

Cant login, and My flight is tomorrow

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Couldn't log on to pre check n on line. After 10 tries I phone customer service was told 2hrs and 14min wait for a personal contact. Was given option to wait for a call back r continue to hold .i chose call back. C Service worker did call back around 2 hrs. Worker was pleasant and accommodating. I was trying to get back home. I had just attended my second funeral n 7days both were close family members. The next day was a day from Devil at American Airlines n Atlanta , Georgia 11/22/2021. I filed a complaint for that day. I didn't mention the funerals. But that was my reson for flying.
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User's recommendation: During these times that we are n. Lots of death n families etc. People are flying again and when you go online you shouldn't have to try 10 times and no results. Try having more staff to assist during the Holidays and Peak time to assist with on line passengers.And phone calls.I was blessed to get a worker with good Customer Service skills. All Senior and Disable done get that. And just give up and don't fly again.

Cynthia W Xci
map-marker Houston, Texas

Delayed baggage with useless baggage tracking

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Baggage delayed 3days- layover was 4+ hours , so transfer time not an issue. AA used a tracking service called find my bags or some such - it does not track the true location of bags, simply says picked up for two days with no further details..so waitingfor 3 days expecting a delivery at any time.AA had no further information either. Very frustrating. Getting in touch with anyone to help take 2-4 hours ..
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Pros:
  • Fix customer service hold on to future customers
Cons:
  • Very poor customer service

Preferred solution: Full refund

User's recommendation: Fly an airline that actually has customer service.

Neveah Pnf

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Verified Reviewer
| map-marker Tallahassee, Florida

Missed Flight and Delayed Baggage

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American Airlines - Missed Flight and Delayed Baggage
American Airlines - Missed Flight and Delayed Baggage - Image 2

On November 7th, we were coming home from Aspen and had a layover in Fort Worth. When we arrived in Fort Worth, a gate was not available so we waited on the runway for 10-15 minutes after landing.

Once a gate became available, there was not a gate agent available to let us off the plane so we sat for another 30-45 minutes causing about 3/4 of our plane to miss our connecting flights. This caused extreme stress as we had to get home to pick up our child and get to work on time. Instead, we were running around the airport trying to find flights home and could only get as close as Jacksonville. We had to rent a car and then drive home.

All because there was not proper staffing.

We were told there were only 6 gate agents working that evening. Poor planning on the airports part caused an unreasonable amount of stress and I am seeking compensation for the redeye flight and rentacar that I did NOT plan for in my trip.

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User's recommendation: Stay clear of American Airlines.

Anonymous
map-marker Washington, District Of Columbia

Customer relations at baggage check area

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B11/14/21 at 10am departure Horrible demeaning customer service at baggage customer check in. Ladies attempting to help with inop machines AND behind baggage check counter NEED sensitivity training.

Both of Their harsh stern tone when directing customers &;;;;;;;;;;;;; even when correcting other employees was shocking & embarrassing. Very confusing situation anyways because some machines werent working but NO we arent all aware of the process. If an employee TELLS US to go the left & we report to you DO NOT then tell me, YOU dont care what employee told me so go to the right.

&; at inop machines, In nicer way/tone inform me my luggage must be moved to block others pathway but not as if Im a child. This was by far my worst airport travel experience &; Ive air traveled a lot.

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Cons:
  • Rude staff