
American Airlines
Reviews and Complaints
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Verified ReviewerNeed to talk to an agent
I need to talk to an agent. I need to talk to an agent.
I need to talk to an agent.
I need to talk to an agent. I need to talk to an agent.
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Verified ReviewerRefund
Hello,
I have a pending charge on my card for $232.40 related to a flight booking that was canceled.
However, I only received a refund of $3.27.
Since the flight was canceled, I would like to confirm whether this pending charge will be automatically canceled or if I need to take any further action.
Thank you in advance.
Preferred solution: Full refund
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Verified ReviewerMissing bag
I have someone else's luggage that looks exactly the same as mine. I was on a flight from Heathrow to Dallas and was due to fly from Dallas to Austin. My bag went missing at Dallas.
Preferred solution: My bag back
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Verified ReviewerGood fast email
Quick and easy responses to my question. Good job addressing it and fast. Response to add the information to see all about what they did wrong and how they made it right.
Preferred solution: Deliver product or service ordered
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerLeft cell phone on flight
Left phone on flight 2475 Sarasota to Charlotte, March 24, 2025 seat 26A. Dropped between seat and window.
Samsung Model #S10/697OU
Serial # 310410****66880
IMEI: 356032****49600
- Loved your service
Preferred solution: My cellphone recovered
Stolen from my Checked bag
Rum stolen from my checked bag. I called American Airlines the following morning & was told they would get back to me.
Called American Airlines over 3 weeks later and was told that there was no person I could speak to.
They said it's too late now
That the only recourse would be to go on-line and fill out some claim that will not let you submit it because its more than 24 hours after you got your bag. I know this is not on the level of a physical injury or something worse, but I don't think having things stolen should be a norm of travel or should go unreported.
User's recommendation: Always report. Record calls. get names
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerAbout tickets
I just booked a ticket, but the funds didn't come off my account, so I needed some help. I didn't receive any emails when I booked.
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Verified ReviewerCustomer service
Might as well go ahead. Im gonna be on hold & in the car for over 2 hours anyway. Long rant but if youve ever had a terrible travel experience, Id bet money we have you beat!
Sun we were supposed to fly from Louisville to the Grand Cayman Islands (GCI from here on). We were to have a stop in Miami. We got to the airport & the flight was canceled due to the hurricanes. Ok, we are disappointed but understand. Re scheduled for Monday. This time Louisville to Charlotte to GCI. Changed everything from Sun-Sun to Mon-Mon. No big deal. Mon we get from Louisville to Charlotte & as were walking to our departure gate, the flight to GCI gets canceled due to the hurricanes. Again, ok, well figure something out. Dutch & I go to the American Airlines (AA from here forward) customer service desk. We stand in line 5.5 hours. Again, were disappointed but its hurricanea, no ones fault, but at this point what are our options now?
Theres a flight Tues morning, but its full & has lots of standbys, & could possibly get canceled too. So, the weather looks great this week in Gulf shores (GS going forward). We decided well go there. We have insurance on the GCI trip, do well do it later when we can get a whole week, probably have better weather, etc. So, AA, can you re route us to Pensacola (hour from GS). No, thats too many miles from your original destination he even called a supervisor & asked because we are AAdvantage members, supervisor said no. Offered to fly us back to Louisville & it would be like our trip never happened & basically wed have the full flight for later. I said were going to rent & car & drive to GS then drive home later. He says well, you wont get a full refund because you flew the first part of the scheduled travel. Wait, what? Ok, kid, this aint you, Ill deal with that later. But wait, what about our luggage??!! This is where it get really good. We go stand in another line for 2 hours. Were told OK, well pull it, itll be out here in this pile in 8 hours!!! Maybe sooner but probably not. We get our rental, go eat, rent a hotel room, go back in about 7 hours. At this point I realize my 84 year old mother in law has her medication in her suitcase. I thought it was in her carry on. So, I open with that. Hear are the words they dont care about medication, they dont care about heart devices, they dont care about CPAP machines. Ok lady, just wheres my damn luggage? Oh if its not out here, its not gonna be out here.
What? Where the *** is it? Its here but we cant or wont pull it Cant remember now which words. Ok, well wheres my luggage going & how can I get it soon? Oh well, where are you going? Weve rented a car & were going to GS. We decide together that the Pensacola airport is about an hour away, she will re- route it there, it will be there tomorrow, we can pick it up there. Great, its on the way to GS. Oh, wait a minute, one of them just came out on the belt. What? I thought they were NOT going to come out? Only 1 came. Ok, Ok. Is there ANY way the other 4 will not be in Pensacola tomorrow? No, Im re-routing, they will be there. Ill putting your phone # in, theyll call you, you can pick it up or if you have an address, they may even deliver it to you. Ok, ok. Oh & here girl, Im not supposed to give you this, but heres the # here to our baggage claim desk here & the one to Pensacola, but remember Im not supposed to give it to you, wink wink. Alright, were gonna salvage this trip, were gonna have 5 great days in GS & were gonna reschedule this fabulous trip to the Caymans.
We lay down at midnight, get up & 6 & off we go to GS. Checking the AA ap every hour for any changes to our baggage status. Finally see a change, ok this is gonna happen, says loaded on a plane in Charlotte. Keep checking every hour for it to say something about Pensacola. No change . No change. Then UNLOADED IN THE CAYMANS WT absolute F??!! Start calling the 2 #s that Im not supposed to have, recording says not accepting calls at this time over & over & over. Also tried Pensacola baggage, same recording. Find 3 #s for the Cayman airport. 1st # no answer. 2nd # private jets only (dont I wish I had one right now)! 3rd # oh honey, you have to talk to AA. Oh honey, dont I want to??!! Called AA customer service, at least a 2 hour wait. Im current at an hour & a half. On Sunday, I held for over 5 hours & no one ever picked up. Wonder if they will today??!!
Funny thing is, no one was super upset or acting like an a&$ (including me if you can believe that. However, not one AA employee was sympathetic at all! It was like they were told not to be nice or be a damn robot.
Point here, dont fly AA. Im an AAdvantage card member & have been treated like total ***
However, well get my luggage at some point. Well have to go shopping today. We will enjoy 5 beautiful weather days in GS. We will get our Cayman trip in December. Were super blessed that were able to go GS right now for our girls. After all, this was Kerrigans high school graduation gift (she moves into her dorm on 8/19) & Brooklyn is about to start her last year of grad school.
Wish I could tag AA. Well see how the rest of the shakes out, cross your fingers that I dont lose my mind!
#americanairlines
2nd post:
At this point this whole AA saga has just transformed into a joke. I swear to the Lord above I must be being punked. You absolutely cannot make this crap up. I think when its all over Im going to share my call log from my phone. You know of everything in the airport on Tuesday & most of what happened yesterday. Heres the new stuff. I did hold over 2.5 hours yesterday, actually I held for 3.5 hours & no one answered. I cant tell you how many times I called the 3 baggage claim desks (Charlotte, Grand Cayman, & Pensacola)! Pensacola did answer 1 time yesterday & the lady said she couldnt help me but told me to go to aa.com/findyourbag & file a delayed baggage claim. Ok, ok, Pensacola had nothing to do with this, Ill do it. So, I go there & guess what??!! You need some 13 digit code that they were to provide and/or it needs to be more than 5 days! So, the calling/unanswered calls went on the rest of my day! I wake up at 5:00 this morning & I think maybe, just maybe i can reach someone this early. I did not have to hold this time, it said wait time was 30 minutes & I could enter my phone # & theyd call me back when it was my place in line. Ok, cool. Someone calls about an hour later. Seems trying to help, but says I have to talk to baggage, she transfers me (its 6:00 at this point), baggage starts taking calls at 7:00 so it hangs up on me. I call back. This time wait time is 45 minutes. I again am allowed to put my phone # in for a call back when its my turn. I do. Phone rings an hour & a half later & its a recording for a 2 question survey & it hangs up! Never spoke to a person. I just now put my # in a 3rd time this morning, well see what happens! Im doing nothing further today. We are going to enjoy the next 5 days here. This is Kerrigans trip & she has her luggage (thank you Lord)! We have a washer/dryer here. You will see the rest of us in pretty much the same clothes everyday, but rest assured, they will be washed every night. Cant handle anymore. Time to enjoy my family. I guess well get the luggage eventually! #americanairlines
Id love it if yall would share & post both my AA stories & tag them. Someone there really should know this stuff. If I were a corporate AA person, i would be beyond embarrassed!
Yall have a great day! I know I am!
Preferred solution: Just my dang luggage & reimbursement for what this has cost me. The total will keep growing because I’m sure it still won’t be resolved today!
User's recommendation: DO NOT FLY AMERUCAN AURLINES
Inability to change flights when flying internationally
AA was not able to do something all their other US competitors can: change flights if it includes flight segments on partners (British Airlines). I spoke with several customer service agents, they said to call British Airways (although I booked through American Airlines).
British said they could make the change because it was booked via American Airways.
Ive changed flight many times with Delta and United (easy web or app), with having to call support. American airlines app, website and service agents get zero stars.
User's recommendation: Don’t fly internationally with AA
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Verified ReviewerRemoval of reward air miles
I received an email from American stating my reward points were going to expire. I emailed them back stating my card said they would not expire and wanting to confirm the points would not be expired.
I got no response. I did follow up emails and attempted phone calls but unable to speak to a representative. In fact when you request a rewards representative from the automated system, they cut you off. I logged into my account and was given the opportunity to BUY my reward points back!
Points I earned by flying American.
Which I will do everything I can NOT to fly American. This company needs to be investigated for fraud and blackmailing the customer.
Preferred solution: My reward points back in my account without charge
User's recommendation: Boycott American Airlines
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Verified ReviewerLuggage request
There was no way to ask my question about international flights. The phone system does not connect with an actual person, and not only didn't I get an answer, but I was cut off and disconnected. Horrible system.
- Poor customer service
Preferred solution: An answer to my question about baggage on international flights
User's recommendation: Get a human to actually answer the question
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Verified ReviewerGreat customer service
Lost bag, got it shipped to home. I live in Columbia, sc. so it wouldve been an inconvenience for me to have to drive back to Charlotte.
- Good communication
- Delayed flights and lost luggage
Preferred solution: Deliver product or service ordered
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Verified ReviewerCannot take off problem with landing gear what are my options
Our flight 5099 was set to take off on 2/1 at 6:10 pm. We were told there was an issue with the landing gear and that maintenance hasn't signed off on the paperwork or that the paperwork they submitted to the pilot was incorrect.
Now, I'm hearing there is a paperwork glitch in the computer. How unacceptable is this? It sounds to me like the buck just keeps passing back and forth from the pilot to the maintenance department. What's really even worse is that the flight attendants are just chatting between themselves, not offering passengers so much as a bottle of water.
Very unprofessional flight crew! This is so unacceptable! I won't be flying American Airlines ever again.
Communication was very poor and truthful information was not forthcoming. I had to pry it out of the first mate or whoever he calls himself!
Preferred solution: Apology
User's recommendation: Do not fly American Airlines
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Verified Reviewer |Pissed over tearing up my bag
You called it a scratch, it ruined the bag that I cannot use and I have to purchase another to get home and there is no accountability for you!
This decision was unfair and costs men money for your screw up!
You dont get to damage stuff and get away with it!
User's recommendation: No resolution on damaged luggage
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Verified Reviewer |Ask if I already payed for my flight please
My Booking ID is 71528
AA 695
Can you help me to check if I paid for my booking please
Phoenix-Chicago-Appleton Wi Round trip.
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You have failed to read the terms of service regarding the rewards points. There is no blackmailing or fraud involved, when you are told upfront what the terms are. You may boycott AA all you like, but you will find every airline that offers rewards points has tos.
In my case when AA made it impossible for me to contact a representative or get a response from AA in order to prevent the lose of my points, this is a breach of the terms you have referenced. I could not find anywhere on the AA website to make contact, via email or phone number to discuss my concerns about the expiration of my points.
There are NO tabs or links to a representative for the points program in order to obtain help. As I stated, when going through the AA automated system, you are not routed to a representative and eventually cutoff.
Trying to get to a representative through another AA service only puts you on extend phone wait times. AA is clearly trying to remove reward points from customers by preventing easy access to someone with AA who could help them from loosing something they earned.