American Airlines Reviews

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Broken Plane

This is another classic example of American Airlines being a total failure. I have never had a flight leave on time and this is no exception. Upon boarding the plane, they announced that there is a "maintenance issue" and that it may be a few minutes to get the problem fixed. Two hours later, we are still sitting inside the hot, broken plane and have not had any update in about an hour. I get that sometimes maintenance issues arise, but this has simply become so predictable, as to be considered expected. When you are selling a product and charging $250+, failing to deliver as advertised EVERY time is just unacceptable. Avoid American at all costs.
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ID
#384349 Review #384349 is a subjective opinion of poster.
Service
American Airlines Flight
New Reviewer

Stolen Honeymoon gifts

Upon returning from our honeymoon in Hawaii we noticed many missing items while unpacking. Some were gifts for others and some were things for us to remember our time in Hawaii. We had a hand carved Tiki statue engraved with our names and wedding date on it stolen from our luggage. Also missing was a package of Kona coffee, a gift box of cookies and a kids t-shirt. Usually I carry all gifts I buy on board with me but in this case it was too bulky. I'm most upset about the tiki doll that was for us. From now on I'd rather pay to have it shipped home!
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1 comment
#2019422

Terrible to lose your tiki statue and other items. I found one Vintage Hawaiian Tiki Carved Wood Siamese Cat by Alii Woods for $30, Kona Coffee for $10, COCONUT HAWAIIAN COOKIES 400G for $20, and a Hawaii Shave Ice and Pineapple Design Kids T-shirt for $11.

ID
#383180 Review #383180 is a subjective opinion of poster.
Location
Tampa, Florida
Loss
$300

American Airlines Don't Treat their Customers Right

I am writing to let you all know, that American Airlines baggage policy sucks, among other things!!!!! I only travel with American and I have been an Advantage/Airpass member for years and I have had now 3 major issues with AA. I recently had personal property stolen out of my bags by one of their employees and I was told that I WON'T get compensation due to the fact that they don't cover missing items. What kind of non sense is that?! As a customer I should never have to worry about my personal items in my bags getting stolen. No one should even be going through my bags period! I have been traveling with them most recently non stop since October every week. Since then have have broken my wheel off of my bag and I was told they don't cover that and now today I have to replace $80 worth of goods in my bags because they don't feel they should be held responsible, when they are the ones handling the bags. No one was helpful, everyone had attitudes and ZERO compassion for a too loyal customer. From this point on I will never fly American Airlines again, and I will be sure to let my company know about these issues, so that you all will no longer be our perferred airline. I will be reporting this to ALL websites such as Trip Advisor as well as to the Chicago News. The world needs to know that American doesnt care about its passengers, among other things. I will be letting them know about all the delays, gate changes, damaged bags, lost bags, and items stolen from their passengers bags. This is why the company is having major issues right now!!! THEY FAILED BIG TIME!!
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ID
#381459 Review #381459 is a subjective opinion of poster.
Location
Chicago, Illinois
Service
American Airlines Baggage Policy
Loss
$80

*** Artists

Stay away from them. AA has the worst service I've ever experienced. I booked several trips with them and events happened that caused me to shift 3 flights, two of them with AA. I booked each round trip flight for roughly $180. To change one flight, they wanted to charge me $250 in addition to my $180 between the same locations. It was less expensive to book a new flight ($101.) I then canceled my flight ($180) and recieved a credit for $30. (canceling costs $150). Mind you this is over three weeks prior to the scheduled flight. So a total of $71 was quoted to me over the phone by AA's reservation people(a one-way instead of round trip) . I booked it. Turns out they billed me $25 seperately to use the $30 credit. They did not tell me this fee applied a random charge of $25 just appears. So i cancel a $180 reservation 3 weeks in advance and get a $5 credit towards a new reservation that was just 12 hours apart from the old time. Never using them again.
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ID
#378742 Review #378742 is a subjective opinion of poster.
Location
Los Angeles, California
Service
American Airlines Flight
Loss
$325

Promised Promo Miles never credited to account

I was invited by AA to subscribe to their promotion Double Thanks Double Miles, what promises double miles for travelers flying up to December 31, 2012. Myself and my family flown to Miami with AA and we all subscribed to that promo. This past week we got an email from AA thanking us to had flown and saying miles were posted to our accounts, what, never happened. I have been having many problems with AA lately and this lack of respect for their customers is not accepted. Terrible on board service, awful food selection, terrible seats, smelly and dirty even on Business and not nice flight attendants. They also (as all other airlines) treat your luggage as garbage cans. If you promise something you have to stand to your word, otherwise go do another business. I fly all the time and will do my best to never fly AA again.
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ID
#376460 Review #376460 is a subjective opinion of poster.
Location
Miami, Florida
Service
American Airlines Flight
Loss
$5131

Delayed bag and broken new suitcase

Dear American Airlines, I'm writing this to express my disappointment with your services. I was flying from Chicago to LAX with flight # 1063 on Jan 13th when my bag didn't make it with my flight. I was told I would get it with the next flight and I should expect it just an hour later. I went home and spent the entire Sunday waiting for my suitcase to arrive. Well it did night time. I had important prescription medication in the suitcase that i needed. I had my one doze in my carry one but i had a lot more to take with other supplements which i simply couldn't carry in my carry on. I relied on your employee's response that I would receive it with the next flight, but I was lied to. When my suitcase finally arrived it was broken. It's a new suitcase which I used only once and it's a good brand and it's durable. It's not some cheap piece that i've used for many years to be normal to break after a certain wear. I know how they throw suitcases at the airport and I'm aware certain damage can occur but adding this damage to the already big inconvenience was not what I expected or payed for. My left front wheel was completely ripped off and the entire surface of the suitcase is scratched. I don't pay baggage fees to receive my luggage broken and with delay. In addition, I can't even describe how unprofessional the stewardesses were on the flight. We were not offered any water or drinks or snacks until three quarters of the flight and when they did it was with such a sad face even an attitude that it made me feel like I ruined their day and not only to one but to the entire staff. Two of the stewardesses were sitting on the back seats ( as i was sitting on the second to the last row and I could see everything) every possible second they had (literally) and were on their phones and digging through their purses. I could even see what they carried as the back rows were blocked for their personal belongings. They were unprofessional, not polite and careless. I was also refused to get a blanket or a pillow-I mean does it get worse than that? It's one of the worst flight experiences I've ever had and trust me I have flown with first class, business class, economy and pretty much every airline. I'd not use your services anymore, unfortunately. My boyfriend was flying at the same time with Virgin America and he kept sending me photos of how great their craft looked and of his snacks and even their TV sets on their seat. His flight was the exact same price as mine. He was very pleased with his flight contrary to mine. I'd like reimbursement of my baggage fees and a solution to fix my new suitcase. I can even send you photos if you request. I can submit any proof you want me to. Please, reach out to me as I wouldn't leave this situation that way it is and if i have to I'll dispute my flight charges with my excellent credit card services. Thank you in advance. I look forward to hearing from you. My personal email is inikova@***.com and my cell is 847-280-****. Have a great day!
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ID
#375521 Review #375521 is a subjective opinion of poster.
Location
Los Angeles, California
Service
American Airlines Baggage Policy
Loss
$125

Terrible

I am a PhD student who has been flying around the country for the month of January. I had a round trip ticket to Florida, but could not make the first leg of my trip because I had a new scheduled interview in another state. Once with a different airline, I did not show up for the first leg but could return for the last part of the trip. When I showed up to the airport, they told me that I was not in the system. When looking further, they said my ticket was forfeited b/c I did not show up for the first leg. Now, understanding this was my fault, it was the treatment that happened after that made this experience horrible. They lectured me on being irresponsible, laughed when I cried b/c I wanted to get home to my daughter, and told me that I could buy a new ticket. I said there was no way I would give them another dime. When I went to Jet blue, they said that they never heard of such a rule and would have allowed me to get on the plane. I had to buy another ticket for $700 and take a cab to the next airport for $150. I am a grad student (and a single mom) who had to take out loans for these trips/interviews. I could not believe how rude they were. I will NEVER fly with them again. If I ever acted like they did at work, I would have been fired (and rightfully so). I also had to cancel the first leg of a future trip because of the same situation above (new interview in a different state). They charged me $125 to cancel the first leg. Wow! This experience was very traumatic and I could not believe how they laughed at me when I was crying b/c I needed to get home to my daughter. Terrible, terrible service.
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ID
#373902 Review #373902 is a subjective opinion of poster.
Location
Cupertino, California
Loss
$2000
New Reviewer

Lack of Baggage With AMerican Airlines but Plenty of Poor Service Instaed

Update by user Jan 09, 2013

Received a very rude call from A Mr Bernotelli in American's baggage service who told me the bag will arrive on 09JAN on AA101. I told him it's likely that I wouldn't be in the US anymore.

He told me the bag will wait until I return at JFK. I asked to speak with a supervisor and he told me to contact Customer Relations that no supervisor could do anything or would and this is what it is! I reiterate STAY AWAY FROM AMERICAN AIRLINES!!!!!!!!

American Airlines is the worst around. This is from what was formerly a loyal customer of the airline -- never ever again!

Original review posted by user Jan 08, 2013
Arrived to JFK on Sunday afternoon. Being an Exceutive Platinum with American Airlines and knowing that they have a tendency to lose bags (numerous times in 2012 and why should 2013 be any different) I opted (actually insisted) when at the gate in London that they tell me whether or not the bags made the connecting flight from Frankfurt. They told me not to worry as a 3-hour connection was plenty of time. Of course, it's plenty of time but American and British Airways have lost my bags plenty of times as well. And well,,,this would be no different. As the aircraft door was getting ready to close an American employee boarded to tell me that my bag was NOT on the plane and would arrive on the next flight to JFK two hours later. When I got to JFK I went to the AA reprsentative in the arrivals Hall and he insisted that I mustu wait until all the bags cleared (even though we knew it wasn't on the plane) before I could have the pleasure of exiting and filing a complaint. Knowing better I just went out of customs (since a lost report can't be filed inside --- makes no sense but part of the poor service at AA and JFK) and went to the Priority Access line in the baggage service office. That is just a rope because there's no agent there to handle guests. There was one agent to handle about 30 people in line!!! Clearly a joke! I went to the front of the line and insisted that a supervisor come out. After about 20 minutes "Charlie" appeared -- took the report and of course wouldnt give as much as tooth brush (not that I needed it but was curious to see if American made any improvements since my last claim at JFK). I was given a "special" number to contact American at JFK -- well since Sunday night (over 36 hours ago) noone has answered at that number. When I contacted the regular baggage service and asked them to try they also couldn't reach anyone at JFK. Their answer is just "noone is answering and there's nothing I can tell you". Ironically, each time I spoke with American Airlines throughout the day (which also included spending almost $500 in replacing items and clothing needed for a meeting yesterday) and countless of wasted hours on the phone with inept employees at an even more inept company here are some of the stories told: (a) Your bag has been found in Frankfurt and will arrive JFK at 6pm and is set up for rush delivery and should be at your hotel by 8pm (b) There is no update on your bag (c) Your bag was found 2 days ago but unofturnatley there's no further update NOTE: The bag had been lost only for one day. These people are totally NUTS! (d) Your bag is in customs now and will be delievered soon (13 hours ago -- and 2 hours before the flight was to have arrived with the bag) (e) No further update on your bag (f) Someone from customer relations will be calling you within an hour (heard this on 4 separate occasions) (g) BAGGAGE DEPT: Let me connect you with the Executive Platinum Desk - they can assist you further; after 20 minutes on holding for the "connection" EXECUTIVE PLATINUM DESK: I don't know why they connected you here - we don't deal with baggage issues. I'll connectyou back CLICK Do you really think anyone can deal with such in competencies and lies! One thing for sure STAY AAWAY FROM AAMERICAN AAIRLINES! The worst in the air, on the ground and on the phone! Needless to say this will be my last claim with American Airlines. I have one flight left and after that my allegiance is being given to other desiring and wanting carriers (with over combined 400,000 miles flown in 2012 it shouldn't be a problem finding an airline that would be willing to treat me better).
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ID
#373469 Review #373469 is a subjective opinion of poster.
Location
New York, New York
Service
American Airlines Baggage Policy
Loss
$500

AMERICAN AIRLINES VERY BAD SERVICE

AMERICAN AIRLINES VERY BAD SERVICE!!!!!!!!!!!1 I have never filed a complaint so far in my short life; I would say i have traveled close to 30 times including 11 times Internationally and various things such as lost bags, delayed flights have happened but i have never been this Angry and disappointed by a company let alone an airline that needs our support to stay alive. My Mum and nephew Traveled from Kenya this Holiday and yesterday they were flying back to Kenya and the service offered by the travel attendants at checking was horrifying. First of all while checking my Mum and Nephew bags they took 30 minutes and while at this one of the attendants; a very very mean lady, who was mean to most of the passengers checking in told us out of the blue that we could only check 1 bag?? All international flights allow 2 bags a passenger. I have flown with almost every airline and have never been asked to only check in 1 bag. The lady was very rude and told us we either pay-up or move on. We asked her to confirm with the international connecting flight and they reluctantly did and after almost an hour said we had to pay 210 dollars per bag which resulted in me paying $420 dollars for my mum and nephew bags. During the process the agents were been rude and it was a traumatic experience to my nephew and other passengers. Before i go on a rant i would like AMERICAN AIRLINES TO REFUND MY MONEY and offer my family an apology. i have done Research and all international flight allow 2 bags per passenger and that's what the Ticket read and said. I still don't know why these attendants had to be rude and force us to pay $410 dollars. please Refer to the following For all international flights You may check up to two bags that meet our size & weight restrictions at no extra charge when traveling within regions not listed above. OTHER WEBSITES Checked Bags 2 pieces, maximum weight of 50 or 70 pounds per bag (Airline Websites). The largest piece of luggage cannot exceed 62" in any dimension, and the second piece of luggage cannot exceed 55" in any dimension. I am kindly requesting a refund and an apology and a write-up for these attendants so they understand the rules and how to treat customers
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ID
#373133 Review #373133 is a subjective opinion of poster.
Location
Cincinnati, Ohio
Service
American Airlines Flight
Loss
$410

Liar Liar Pants on Fire

I was at Las Vegas Airport to board AA flight to Los Angeles when I unfortunately met with AA ticketing personnel, Blossom Dicrescenzo. Due to long lines, I was not able to check in my pet on time. So I decided to fly on the next available flight. Blossom has been telling people in front of me that there are no available flight from LAS to LAX for the next couple of days. I checked on AA hotline while waiting that there are 2 flights available the next day. When my turn came and she told me the same thing (no flights for next couple of days) I told her that according to AA hotline (which I put on speaker) there are seats tomorrow. She with her arrogance and unprofessional manner refused to correct her information. she refused to be helpful in anyway and had this "who cares attitude" . i called her lying. Shouts were exchanged, police was called, supervisor was called, who apologized to me. No apology from Blossom Dicrescenzo. The ultimate example of bad AA personnel. I would never use AA in my life again.
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ID
#372732 Review #372732 is a subjective opinion of poster.
Service
American Airlines Flight
Loss
$2000

BOGUS Weather Cancellation

Outbound on 1/4/13 for an early am flight to Dallas then to FAT. AA cancelled the flight upon arrival "due to weather". Dallas weather was clear, no ice, no rain. The other carriers were servicing Dallas with no issues whatsoever. There were even incoming flights from Dallas landing at IAH just fine. So we went to the ticket counter where the rude attendant was non sympathetic and re-booked us resulting in an 8 hour delay. We had a family wedding to make and this just pissed me off to no end plus the attitude we not only received from the agent but the entire day was filled with AA employees who obviously hate their job and their customers! I called their 800 service number 5 times today and they ALL told me to do something different. I got to LAX in hopes to make a flight leaving for my destination 45 minutes before it left. They told me my ticket was "Restricted" and it was going to cost $75 bucks to rebook. I asked them what Restricted meant and they said call customer service! Their service and knowledge were extremely inconsistent and disorganized. As I type this sitting in LAX, I overheard at least 3 other AA customers gripe about their flight service and a couple of them stated they were using Delta from now on! Anyway, I just wanted to vent and let everyone know that AA is a horrible company and does not give 3 hoots about your business! Probably because they are almost OUT OF BUSINESS!
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1 comment
#589414

The FAA calls off flights for weather not only for where you are going, but stops in between. Seriously...have you never flown before?

Weather affects OUTBOUND and INBOUND flights. Bad weather in NY can ground a California flight. If you waited til the last minute to fly to a wedding that is poor planning on your part. Like I asked, have you never flown before?

Oh, and AA has no control over the FAA, or the ATC.

Those government agencies control air travel. And where the heck is FAT?

ID
#372646 Review #372646 is a subjective opinion of poster.
Location
Studio City, California
Service
American Airlines Flight Attendant
New Reviewer

Handy Cap Service

My Name is Bobby Brantley and I was flying from Mobile, Al. to Oklahoma City on Dec. 31, 2012. I was told that I had handy Cap service all the way through from Mobile to Oklahoma City. When I arrived at Dallas there was no wheel Chair and all passengers had been load on the plane and I am still waiting for a wheel chair. I ask the agent what was wrong and they told me they drop the ball. I told them if there was not a wheel chair in the next minute I was going to walk on the plane no matter how bad i was hurting. Finally there was a man there with a wheel Chair. Then after i boarded the plane and was in flight i cut my hand on the seat with a bad gash and there was no first aid kit just a dry bandage and wrapped my hand blood and all.
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ID
#372495 Review #372495 is a subjective opinion of poster.
Location
Dallas, Texas
Service
American Airlines Flight
Loss
$500
New Reviewer

This is a joke

Plane left Philly late which inturn made us late 4 connecting flt. So i had 2 pay 120.00 for a room due 2 a bad back.Then get on flt. in Chiacgo, get to Dallas ft worth & now our flt. has been delayed,Been on this trip so far over 24hrs. Then they put me on a standby send me 2 a different gate wait there for 1hr for them 2 send me back to the gate where I was. now i'm waiting for some other bull line they are going to give me.And no even 1 comp.told me i had 2 buy my own tooth brush, your employees are rude when i comes to complication with your company,My friends travel with u guys BUT NOT AFTER THEY HERE MY STORY> I will fly Southwest airlines they treat me well.And the only reason i tried your airline is my friends bragged so much . Well what disapointment. This whole ordeal must be accomidated in some way.And got insurance on this ticket!!!!!!!!!!!!!! WHAT A JOKE
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ID
#370262 Review #370262 is a subjective opinion of poster.
Location
Las Vegas, Nevada
Loss
$520
New Reviewer

Poor service

Booked a flt out of Philly & that flt was late taking off in turn made me late for connecting flt, had to spend 120.00 for a room,then get on connecting flt in Chiago get to Dallas Fortworth & now this flt is delayed,all other flts are moving along fine but ours, now we have to wait for a piolt, WTF. so now they are pulling out cots for us to sleep on. I've been on this trip now for18 hrs.Now they put me on a standby & sent me to another gate & stood in line 4 1 hr & they told me 2 go back 2 the same gate i came from!!! This company is a joke no comps at all.& I have insurance on this ticket!!!My friends fly w u guys & after this they WILL NOT.I would like something accomidated to me for all this BULL & aggravating issue!!!Pls contact me DONNA LUND 702-588-**** donnalund@***.net. I also work for an airport!!! Now there telling me a 2 day wait when other flts. are moving along just fine !!!!!!!!!!!!!!!!!!!!!!!!!!
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ID
#370258 Review #370258 is a subjective opinion of poster.
Location
Las Vegas, Nevada
Loss
$509

American Airlines is the WORST

There is nothing more infuriating while traveling than dysfunction in the travel process and American Airlines is the epitome of this frustration. The quality of their service is horrifyingly low and their business integrity is lacking even more. My flight departure time was pushed back indefinitely 4 times because of a problem with the plane's windshield, and when we were finally allowed on the plane over 3 hours later we were re-directed from the runway back to the gate for the maintenance team to fix a mechanical issue that they evidently neglected to address in the first several hours we were waiting, never mind all the time they had before our flight was scheduled to leave. Additionally, the minimal information they have given us suggests that this is a reoccuring problem that should have been taken care of before. They offer no compensation, no information, and no sensitivity to the 200+ passengers (mostly families with young children) who are relying on this transportation service to do their job. It has now taken over 4 hours for them to even bring the passengers water and have yet to give us any information at all or any reassurance that the evidently damaged plane is safe for us to be on. This is by far the worst, most irresponsible, and disrespectful airline I have ever had the displeasure to give money to. I have been traveling for over 20 years and never experienced something like this. I am absolutely appalled.
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ID
#370093 Review #370093 is a subjective opinion of poster.
Location
Boulder, Colorado
Service
American Airlines Flight