American Airlines
reviews and complaints

I booked a round trip flight through Travelocity for a round trip ticket to Colorado Springs to see my 85 year old mother for Mother's Day, April 27 to May 9, 2022. I sat in the airport in Toronto for hours only to learn my flight was cancelled. I could not take alternative flights due to utter exhaustion (I was there from 10 am to 4pm) and the alternate flights would land late and I had to drive almost an hour to my mom's house. I called Travelocity and they called the airlines. I am on the list for a refund of only part of the cost of the ticket! They changed my ticket and are only giving me about a quarter of the amount I paid. What's with that? I got a refund for the rental car, the collision insurance, why is American Airlines trying to not refund what I originally paid? I have all my documentation, and will not back down. It's not my fault, and American needs to correct this.

I should be refunded for my whole round trip plus tax. Also they should take into account my cab fare (over $50 CAD) to and from Pearson Airport not to mention the 17.00 Covid test I had to take. Please step up American Airlines!

For the second time in a row, American Airlines changed their schedule and moved my return flight to Denver, from St. Vincent, to leaving from St Lucia.

I traveled to St Vincent in December 2021 and this happened. At that time I lost the value of all the upgraded seats I purchased.

So when I booked to travel in May, I paid for first/business class seats to avoid losing money again. When American moved my flight to St Lucia, I lost my first class seats and they told me that I have to apply for a refund for the difference I paid for first class! So they changed their schedule, moved my flight to another country, damaged me by not giving me the product for which I paid, then told me that I have to apply for a refund AFTER I COMPLETED TRAVEL!

I canceled my trip outright and requested an immediate full refund, because I refuse to be at the mercy of a dishonest airline.

April 11, 2022

Virginia State Corporation Commission

P.O. Box 1157

Richmond, VA 23218

Good day:

My letter is to register a complaint against Allianz Global Assistance based on inability to communicate with them and their slow response in issuing my claim payment.

My trip was cancelled when my husband was taken by ambulance to a hospital in Miami on February 11, 2022. We were across from the boarding gate from our flight. I notified Allianz the next day.

The information requested for the claim was mailed certified to them on February 18, 2022 (attachment). Included was a copy of the hospital bill as proof that my husband was indeed in the hospital, which was the cause of our trip cancelation. Being on Medicare, no hospital costs were incurred. Allianz noted that this information was not included in my paperwork although it certainly was. So using the fax number provided, I tried three different times over two days and their fax did not work. Next plan was to resubmit the material via email scan on March 2 (attachment). As of this date, my insurance claim is still being processed. Ten days I was told it would take to process the claim (attachment), then 30 days (attachment). During this time I attempted to reach an actual person at Allianz, which proved to me impossible. Relying on emails, I kept getting the standard response (attachments).

Finally I called again and at every teleprompt I hit zero on the key pad. Evidentially I was taken to a call center where I spoke to an individual whose accent made him almost impossible to understand. He said I would be receiving the insurance money shortly. This was over two weeks ago. As this it very unacceptable business practices, I am hoping the VSCC will look into the matter.

Thank you for your time.

Sincerely yours,

Kristi Edwards

1950 W. Rock Castle Dr.

Prescott, AZ 86305

Kristi. [protected]@hotmail.com

[protected]

Son was denied ability to board flight from Charlotte to Detroit because they said he took boarding pass too brusquely. We were racing across airport to make connecting flight due to their common delays, and when we arrived minutes before doors closed, we didn’t realize (until later) that the reps had already had dust up with another customer who was belligerent and personal, and her husband who was forced to erase his cell phone footage of the event that would demonstrate they overreacted with my son. They said saying one swear word is call for being prevented from boarding and they can do anything they want. My son understandably doesn’t want to fly anytime soon. Who does?

I booked a flight from Detroit to Missoula, MT. Since I am a cancer patient on cancer related trip, I paid for seat assignments. I corrected my departure date (not the return date) and I lost ALL SEAT assignment Money for me and my wife. I paid additional amount for changing the outbound date which was equal to NEW ticket, not the difference but brand-new ticket.

Overall unfair and unethical behavior by American Airline.

My husband and I took a trip to Phoenix Arizona on March 24, 2022. We flew United on the way there, with a connecting flight in Denver. I am disabled. I was seated accordingly and had wheelchair assistance without having to ask for it. The flight was flawless and unremarkable.

On March 27, 2022, my husband and I flew from Phoenix, Az to Wichita, Ks with a connecting flight in DFW. (AA 1017 and AA 1761, respectively).

When I bought the tickets on February 22, I spent hours on the phone to get ahold of special services, because I needed wheelchair assistance/gate assistance and I needed ADA accommodated seats. The wheelchair request made it to my reservation. I was then placed in row 13, seats D and E.

Having no idea of the layout of the plane, I did not realize until I was checking in for our flight where row 13 was located. I spent 3 hours on the phone trying to get actual ADA accommodated seats. By the time that I got through to special services, I had been on hold for an hour and a half and my flight was leaving in 6 hours.

To begin with, the nasty representative stated that "Row 13 IS an ADA row." How? It's not in the first two rows of the main cabin, as every other airline designates. Why not make it row 30? It absolutely made no sense. Then, he rudely told me that the flight was booked and he couldn't move me.

When we went to check-in, they took our luggage and said "your gate is 3A." Okay. I had to once again request wheelchair assistance that was already on my reservation.

Due to the cramped quarters on the plane, I ended up having a massive panic attack on the flight to DFW. Nobody cared, nor checked in on me, despite being in an "ADA" row.

When I got to DFW, there was no wheelchair assistance waiting for me. The pilot (a great guy), went to find someone to help me. They then wheeled me to my next gate and dropped me off and left.

My husband tried to wheel me on the plane and they said that he could not. We had to wait for someone to be called to wheel me down the ramp. On this flight, I paid $80 to upgrade my seats to what would have been considered ADA seats anyways and I should have been seated there for free.

This is the second time that I have had issues with American Airlines and ADA accommodations.

In October of 2021, we flew to Chicago. We flew Delta there (amazing service) and American Airlines home.

There, I again had to ask for wheelchair assistance. They dropped us off at the gate and took the wheelchair with them this time. So, when it came time to board, first, they didn't ask for preboarding for those with disabilities. When I tried to board, they told me that I had to wait for my boarding assignment. I told them that I was disabled and she got snotty and said it was only for people in wheelchairs. I explained what happened and she sighed and grudgingly looked up my reservation to see the wheelchair assist and finally grabbed my boarding pass, scanned it, and let us on the plane.

I am taking another trip to Chicago in August. They fly direct from Wichita to Chicago. I will not be taking that flight unless this situation gets resolved.

I will fly Delta or United, make a connecting flight, and pay more because I know that I will be treated with dignity and respect. I will not be questioned or hassled because I have a disability. I will be assigned the correct seating without having to make it a fight.

I've asked the American Airlines agent to book a flight for my sister using the credit existing in my sister's account. I never received a confirmation for the ticket following my communication with the American Airlines agent so I thought I'd call back to see what was going on. The new agent doesn't see any activity in the account and does not see the ticket issued. Super frustrating to be wasting my time and anxious that the people we rely on helping us are not doing their jobs.

In Oct 2021, I sent in my travel vouchers as instructed. AA claimed they were used by someone else. I kept copies of my vouchers but in the 4 months since I first emailed AA, they have not only not asked for the copies, but my emails have gone unanswered. I have sent six follow-up emails and not one has been replied to.

They gave me AA Ref# 1-[protected]

I have all my followup emails but only have 2 standard form letters from American Airlines.

Tue, Feb 22 at 3:22 PM

On Friday, Feb. 18th I and six other Ladies were traveling together on American Airlines Flights from Nashville to final destination Shreveport LA, to arrive at 3:04pm with a layover in Charlotte, NC, on flight #5685. We received a notification at 7:50am that flight #5685 had been delayed until 1:59pm we arrived at BNA at 8:00am to board flight #844 from BNA to CLT leaving at 10:08am with a board time of 9:33am. At 8:29am we received another notification that the flight was delayed again until 4:10pm. 35 minutes before takeoff at 8:56am we received a notification that flight #5685 was canceled. We instantly started looking for alternative flights. At 9:17am we received a Rebooked notification from AA for a flights leaving on Sat. Feb.19th at leaving at 5:27pm the next day. We all needed to be in Shreveport for a 10:00am Ceremony that was scheduled for us as the main attendees. Others involved had already started their travel from other states. We could not miss the event. We decided to change the flight #2244 traveling from BNA to DFW at 5:37pm and drive 2 hours and 53 minutes by rental car. The flight#2244 was also delayed twice. Once to 6:05pm then to 6:29pm. We rented a car for $349 at the DFW to drive the remaining way. Paid for in full up front during booking. Once we got to the DFW airport rental car location. That there were no more cars available at any of the rental car locations. Our rental was through Thrifty. The Manager said that the 3rd party sites were overbooking and that they were only honoring reservations older than a week. So at that point we were all stranded at DFW. We called shuttle/car/bus services, with no luck. We finally found a cab that would drive us to Shreveport from DFW for $450 cash that we borrowed from a family member. At that time it was after 12am, we arrived in Shreveport after 3am. This was horrible travel experience. We are all very disappointed customers. Looking forward to hearing how AA can rectify the situation.

Our trip was cancelled on 2/5/2022 and we had checked bags. The bags have travelled back and forth from Dallas to Sacramento and then dropped off of the tracking system. No phones are answered by any human; we've been on hold for two hours at different times. We don't know where our bags are now. We have no way to talk to anyone about them. It is now 2/11/2022 and we have not heard from American nor been able to talk to anyone at American.

The constant delay of flights and then the cancellations. Missing days from work. No accommodations for nights in between cancellations and re-bookings. The re doing of covid test in destinations that you have to pay between $35-$50 per test. All loss to the customers. These issues are real and needs addressing sooner than later. Flight AA2370 Feb 6, 2022 cancelled after delays spanning 12 hrs. Flight AA2095 Feb 7, 2022 delayed one whole day then rebooked to Flight AA1400 Feb 8, 2022. It took me three days to return home. Lost two days pay from my job, spent extra money for accommodations, and covid tests. I think I should be refunded for the price of the ticket. I have already sent an email to customer relations, hopefully I will hear back from them. The workers were quite nice and handled the stress well I must commend them for that. Await your response. Thank You.

I was flying home after a wonderful stay in Key West on Feb 4th. An hour before going to the airport (after checking out of my hotel) I was notified my flight was delayed and I will miss my connection. I rebooked my connection and all seemed fine. I then was notified that my flight was cancelled and they would rebook me and to stand by for instruction. An hour later, I received an email saying they couldn't rebook me and I was to make my own rebooking. The earliest flight was Monday (3 nights later). These 3 nights in hotel cost was $1800. I was in Key West... I was not planning to spend an additional $2000 in expenses. This ruined a really wonderful trip. I don't expect a full repayment of the entire 3 day stay but I do expect something. This is ridiculous...

I booked 2 flights with this airline, and they canceled both my flights and I was unable to get a hold of anyone. Wait times to get a rep were over 4 + hours and the app kept kicking me off. The flights they rebooked me on were literally 4 hours longer than my original bookings. And they waited so long to update my information that my single stops turned into 2 stoppers and 8 hours later then I could afford to be home and they don't seem to care.

My son's flight (AA3189 on 1/12/22) from Dal/Ft Worth to Fort Wayne, IN turned around 35 mins into the flight because some idiot passenger tried smoking in the bathroom & set the smoke alarms off. They went back to Dal/FW airport and ultimately cancelled the flight, forcing all passengers to stay overnight in Dallas with no vouchers at all to help with any expense. They told my son it was a weather related incident in which case they do not provide vouchers. This is a flat out lie, the weather was fine. He tried finding a hotel which of course were all very high in cost $200 and up. He asked the American Airline person behind their desk one more time if they could do anything to help him pay for this, a food voucher or something for the hotel, at which point he was rudely told they can do nothing and to stop asking. We will do all we can to never fly this airline again, they do not care about the passenger obviously. And we'll do all we can to let others know to avoid American Airlines, terrible airline!

I am deployed overseas and purchased a ticket. I tried to cancel within 24 hours but by the time I was able to have telephone and internet access more than 24 hours had passed. I can not go on the international flight but they took my $2100 and offer only us flight credit. I don't want and can not use $2100 of us only flight credit. I am not rich and $2100 is a lot of money to throw away. Since they sold me nothing and took $2100 they are effectively stealing $2100 from me.
They said they don't support the us armed forces. That they are very happy to steal my money and they know that flight credit is worthless to me. Since they steal thousands if dollars from american service members they should be called un-american airlines.
They are very pleased to be stealing $2100 from me, my wife and kids. American airlines knowingly and intentionally steals thousands of dollars from armed forces service members.

I am in hopes, that all of us comsumers can band together to get some help with American Airlines.

On 12/24/21 they cancelled flights affecting thousands of families. My specific situation was a canclled flight from DFW to Bogota colombia, we missed out Christmas, families, memories, my engagement, and so much more.

American cancelled flight was due to their crew didn't show up, they have no issues taking our money for our flights, then don't care one bit about, meeting the agreement of the tickets sold, which on a side note, was 3.5 times more expensive, than normal, I chose to buy it, no issues, my choice.

They literally told me and others, when checking how is this possible, they told a group of us at, DFW: Quote "too bad" take it or leave it. They had a 12.00 dinner voucher for us, it's true 12.00! A horrible hotel voucher, which took 3 hours to get there with shuttle. When asked how is this possible, again "take it or leave it" Incredibly callis - rude, and so much more!

How is this allowed, a company has 100% control, us customers have zero control, if you need to cancel, change, or anything to do with ticket, they charge you more, they never refund, they only give travel credit, must be used in 12 months in same name, to same destination. This is crazy control, then if their business slows, they ask for our goverment to bail them out.

Doug Parker's smallest annual compensation was 10.6 million in 2020. Shocked, I am sure you are not, I am not! Mr. Parker was forced to take a 8% paycut to accept the goverment stimulous.

I am looking at thousands, of complaints, online. I just got an automated reply from american, which is hilarious, they refuse to look at complaint, the, email stated, that if I'd like to buy a new flight, there will be no change fees, if I have a need, they be happy to buy a ticket. Nothing at all about their horiffic service, my luggage, my request for refund...lol Refund sure, thats going to happen.

I truly hope, every single person worldwide refuse to use American Airlines for any travel needs. They only thing that will get their attention will be lack on revenue! Then of course they'll ask for another stimulis from our goverment, our money!

Shame on AA - I absoluely know this will not make any different to AA - I hope it does influence someone, everyone not to buy from them.

On a side note, in my luggage, is my daily life saving medicine, they've so far refused to answer me, on my luggage situation. Of course, I've asked for emergency meds. I wonder if they'd say, "thanks for your patience" if I or someone else passes due to a situation like this?

Of course not, they do NOT care about anyone, ONLY their profits!

My husband and children had a 530am flight. We got to the airport with plenty on time and they were still unable to board. They did not make it on time to their gate because a check point member took forever! She even told my husband "I'm not going to help you, " after he told her he was going to miss his flight. Just plain horrible customer service!

I was in seat 5C - when the flight attendant started serving the beverage and snacks - She didn't use the cart to go down the isle - she asked the passengers in the #4 row (directly in front of me) what they wanted - she then went to the back and retrieved the items and delivered to the passengers - she then asked the passengers in row 5 opposite where I was sitting - and never asked me - and she continued in the same way - walking back and forth taking requests and delivering row by row - I did not see her again until she started collecting any trash. I never received a request for beverage or snack and did not receive any.

My other complaint - why do you set up connections for flights so close in time - American was late departing and I missed my connection.

I am a physician who testified in a U.S. Federal case in Fort Worth Texas on Thursday 12/2/21. I flew into Fort Worth on Wednesday night on Delta (great service despite a full plane.). I returned to Dallas Fort Worth International Airport on Wednesday 12/2 evening for my scheduled return to LAX at 9:30 PM. I was able to change to an earlier fight and leave on flt 1792 at 7:20 PM instead. As I passed through ticket check I had a small back pack, a notebook binder with my computer and my jacket and pair of pants in a loose foldable black paper bag with a zipper. The ticket checker KYLE at the gate stopped me and later efused to give me his last name) said I couldn't get on board without checking in one item. (plenty of passengers had a heavy jackets, roll - on small suitcases, and large handbags or backpacks. KYLE appeared to relish being a police officer and refused to listen to me saying that I had to check one item but did not allow me to put on my jacket and roll up the clothing into my backpack, so I had to check the loose (1 lb.) clothing because I refused to check my binder with my computer and small back pack. I said I thought it was ridiculous because I could put all three items under my feet without difficulty. He refused any alternative like me putting on my jacket and packing it in my backpack.

I then found my seat at 12 B, the middle seat in a very small tight row facing a divider wall. The lady sitting next to me at the window was 50% heavier and larger than me and her large biceps were squeezed against my left arm tightly and because she was sweating it was seeping onto my long sleeve shirt, so I asked her if she had been Covid vaccinated. She initially said "NO," then changed her answer to "yes," and she said it doesn't matter anyway because vaccinated people get COVID. As a physician, I responded that that is not true and that while vaccinated people can get infected, unvaccinated people are dying and that it is stupid to remain unvaccinated. She then said that it was rude to say that. I said that it is the truth and I have seen people die as a physician, so I believe that I am stating accurate information. She then said could you please move to the right and give me arm room space. I told her that I am literally up against her and the guy next to me and unless he moves I cannot move and it would be impossible, so she will have to tilt toward her window. She was agitated and got up and went to the front apparently to tell the stewardess about not wanting to sit next to me. She came back and the stewardess followed and came back to me and asked, "Is there a problem here?" I said no, I just asked this lady if she had had the covid vaccine because her arm and sweat are seeping onto me. The stewardess did not say anything but "grab your things and (go to the front) to get off the plane." I tried to tell her that I am a doctor and age 67 and worried about my health. To which she responded "if you are worried then you shouldn't be flying." I said that I was subpeonaed to testify in Texas, and had no choice, besides President Biden says that if I am vaccinated, I can fly as long as I am masked. She continued to repeat herself and as I walked forward on the ramp, KYLE the guy who gleefully made me check my jacket, came forward and told me, if you are worried about flying due to covid, you shouldn't be flying. No matter how much I tried to explain, he treated me like a child as if talking back to a parent. He also threatened me by saying "you know that you can be barred from flying American Airlines for a long time." I said, I only asked a questions about being vaccinated and would not have asked, except for the fact that her sweat was seeping into my arm. He said American Airlines does not allow passengers to questions like that. Never mind that I have helped American Airlines in the past when passengers became suddenly ill on flights and asked similar questions without throwing staff into a tizzy. Then a manager Austin Farr, came forward and said you cannot talk to my employees (KYLE) that way. I said what way? I was just explaining why I was worried about a large individual unable to avoid the sweat from her arm seeping into my shirt. He repeated, you are not allowed to say anything. I shut my mouth at that time and just asked for another ticket, but before he would do so, he forced me to speak because he looked at me and waived his finger, "before we allow you to fly, Do you understand that you cannot do what you did? I said, I frankly I do not understand, the woman actually engaged me in conversation saying that she disagreed with the fact that Covid was life threatening because she apparently thought it to be a lie. In the United States, there is freedom of speech and if two individuals sitting next to each other are having a quiet conversation, it is disconcerting to have the passenger disagree with my covid concerns and ask the stewardess to remove me from the flight.

In this time of extreme stress in our country, especially with health care providers working hard to maintain people's health, the actions of the American Airline staff were unbelievable and indicative of very poor training. It indicates very poor training because the staff makes irrational decisions based on lack of guidance regarding the laws of our country. The stewardess did not witness the discussion. She came over after the lady complained about our discussion regarding vaccination because in retrospect, the lady may not have been vaccinated and she took it personally, although we were all masked. I was only concerned because her sweat was dripping onto my arm

KYLE, AUSTIN, AND the STEWARDESS, took on the job as being one of becoming American Airlines Police and perform illegal and rigid actions. It is clear that the training at American Airlines is without empathy, compassion, and a recognition that in a time of great stress, the stewardess and staff are not trained to be fair and calm down the situation rather than immediately removing a passenger who asks a simple question. It was as though a gang unites to punish people that they perceive as different. The other staff took on collaboration with the stewardess rather than acting like a manager and trying to understand the issue fairly with an acceptable disposition. Mr. Farr is a manager who did not care to understand what happened. The attitude were that there is no reason for discussion. American Airlines is backing up poor behavior and treating passengers like children. This experience taught me that it is better not to say anything and not to get involved whatever the situation
Rick Chavez, MD

So I get why you over book flights, but it's absurd to overlook the last flight 1030pm with no other flight til morning.
And if you're going to do that, how about texting or calling the customer earlier in the day and advising them of the problem and giving time to make a decision, ie another airline, volunteer to give up seat, etc.
But to have a customer come to the airport at 7pm to be at the airport early, then tell them at 1020 pm that they may not have a ticket? Is very agrevating and just bad customer service.