American Airlines

On 10/31/25 AA2621, on a flight check-in, using my American Airlines app on an iPhone, itinerary from Milwaukee, WI (MKE) to Dallas-Fort Worth, TX (DFW), I was offered a First Class upgrade for $92.10 for this segment of my flight. I selected the upgrade, paid, and the app went to an error screen, but when I checked my seat, it was still in Main Cabin.

I checked my bank, and $92.10 had been deducted twice. Yet, still in Main Cabin, no change. I called American Airlines AAdvantage customer help line. I explained the situation, and the operator said, 'Well, this sucks,' (laugh) 'it voided you because someone must have clicked the same time as you.' Me: 'Well, it was offered, and I paid for it - twice actually.

Are there any more seats in First Class available?' Her: 'Yes! It's showing 4 as open, but to buy them over the phone will be $357.88' (nervous laughter). Me: 'Well, thank goodness, I've already paid the lower price of $92.10 that was offered to me.' Her: 'That was voided (by American Airlines with open seats left).' I hung up angrily. No empathy, no caring.

Next operator, same experience, and wanted me to jump through several hoops including calling my bank to get information to process a refund that could take up to 60 days!!! I wrote to American Airlines, spelling out exactly what happened to me, how I was treated, and that they took $200 from me, wanted $357.88 more, provided no service, and could care less. I got a generic bot letter back with nothing to make this right. I feel defrauded and bait-and-switched with American Airlines.

I am disgusted with them after this experience and was super loyal to the brand before this. My company has spent hundreds of thousands with them, but now they’ve thoroughly rewarded my loyalty with misery, cancellations, delays, frauds, and bait-and-switches. I hate this because I used to love American Airlines.

Sad to see it become the Greyhound of the sky. That should be their line.

I contacted American Airlines after our family accommodations became unavailable due to a hurricane-related closure, which was completely outside our control. During multiple contacts, I was advised to request a refund, and this was presented as a procedural step, without being clearly told that doing so could result in forfeiture of the entire ticket (s) value.

At no point was it explained that requesting the refund would eliminate my ability to receive a future flight credit.

The process was described as routine, and it was implied that a credit would follow without penalty.

After following those instructions, American Airlines forfeited $1,544 in ticket value, despite having ample time to resell the seats. This was not a voluntary cancellation but an involuntary situation caused by a natural disaster, and forfeiting the full amount is neither reasonable nor proportional.

The issue here is not fare rules it is inconsistent guidance and being instructed to take actions that directly resulted in financial loss.

I am currently awaiting review through the U.S. Department of Transportation.

We are thoroughly dissatisfied with American Airlines and feel completely taken advantage of.

In June, American Airlines charged us over $1,100 for a seat for our infant without our consent. We did not authorize this charge, nor were we clearly informed it would happen.

After months of fighting this, American Airlines refunded only $250, leaving us out approximately $850.

Since June, I have exhausted every reasonable avenue to resolve this:

Tried repeatedly to settle directly with American Airlines

Filed a complaint with the Better Business Bureau

Escalated to the National Aviation Consumer Protection agency

None of it worked.

At every stage, customer service was dismissive, slow, and unhelpful. We were passed around, given contradictory explanations, and ultimately toldafter months of effortthat this was essentially our problem.

This situation put our family in a very real financial bind, and the lack of empathy or accountability from American Airlines was shocking.

After spending months trying to resolve what should have been a straightforward issue, we are left feeling that this money was simply taken from us.

I strongly caution familiesespecially those traveling with infantsto be extremely careful. Based on our experience, if something goes wrong, you should not expect American Airlines to make it right.

I received an email from AA that they changed the times of my flight (not a big deal) and that if I wanted to take a different flight I could rebook. However, when I went to change the flight online, AA can't find the reservation.

So I tried to call customer service. AA's automated phone system is purposefully designed to throw up roadblocks. For example, when it asks what you want to do, if you say anything like change flight or new flight, it sends you back to the AA online website—the one that can't find your reservation. If you say anything more than three words, it pretends it doesn't understand you.

There is no option for other or to speak with a representative.

So you have to try any of the limited options to accept; however, all of those options just reroute you back to the website, the original roadblock. So, no help at all.