American Airlines
Reviews and Complaints

Dear American Airlines,

I hope you are doing well. I am reaching out to inquire about the timeline for the introduction of your new Flagship Suites on the retrofitted Boeing 777-300ER and the newly delivered Boeing 787-9. Could you provide any details on when passengers can expect these aircraft to enter service with the new seating?

Additionally, I would love to know what will happen to the old seats being removed from the 777-300ER during the retrofit process. Are they being repurposed, sold, or donated?

I appreciate your time and any information you can provide. Looking forward to experiencing the new product soon!

Best regards,
Luc Hartley
[protected]@gmail.com

last year me and my husband planed a vacation to Pensacola Florida in august. But the hurricanes. came and had to cancel all flights. you did not refund us. you gave us travel credit. and we were okay with that. we planned on going this last march for our anniversary. but in February my husband was diagnosed with bcell cancer. and can't travel he has had three treatments. responding very well to treatment. the travel credit expires June 1st. 1200.00 dollars. we just need a little more time. so he can go on a plane. we will send any papers from the drs. you need to see. we know you can help us. please. i have been trying to call. but there is no phone numbers. they told me to go online aa customer. Service and fil out a form. I did and have not gotten a reply back yet.

On March 7th, 2024, Flight AA 758 Austin - GRU had a delayed 15 hours.

Ticket number is Ana Beatriz de Oliveira Fernandes [protected] and Marina Terront de Oliveira Fernandes [protected]. Marina is my daughter and minor, that's why I am claiming for her.

First flight Austin to Dallas had a delay 7,5 hours and the second flight 7 hours. The damage caused, made us sleep at the airport floor, cause all the hotels offered by AA was full. At the end we had a nightmare .

I have a 2 kids with and am flying alone, I usually get to board earlier in any airlines I go. Since it’s hard to board with 2 kids I asked the American Airlines employee if we could board a bit earlier, not only he said no but he was giving me really mean looks of discrimination, I am a Muslim and I do wear my hijab, to my perceptions this was due to racism and nothing else. It would be great if we had actual professionals working at American Airlines. Not only it’s not good for the company but also it’s bad to an international level. I hope you guys take this seriously. Thanks.

Date: 01/06/24
Record Locator: FDLYJH
Flight: 3485
Segment: ORF-MIA
Passenger: Victor C Aromin
Advantage #: 0ND1672
Level: Platinum Pro
Phone: [protected]
Email: [protected]@aol.com
Horrible, rude experience at ticket counter
Note: This has taken me a long time to type this complaint. This would best be explained to a representative. I attempted at various times via phone calls and was told I need to do this complaint in an email.
History:
I have been patronizing this airline since American Airlines acquired US Airways in 2015 I was a Chairman Preferred member on US Airways since 1999. I have been Executive Platinum every year until 2023. I worked from home remotely now, since COVID. I was about an 80% business traveler and 20 % personal traveler; now I’m 100% personal traveler, so unfortunately, I do not fly as much with American Airlines. It was nice traveling every week on American Airlines and I enjoyed it. I have never, never experienced in all my travels this shockingly horrible and rude situation.
Below I will attempt to type this up in an email; however, I wish to be contacted personally by phone to explain these complaints:
Below are the estimated times from the date 01/06/24:
01/06/24
Below, I will explain as when I first called the airline reservation desk and asked to be transferred to someone, she at the desk, explained that I would need to contact the complaints desk via email. Below is an abridged version of events (which by the way has taken me a very long time to type up).
01/06/24 4:15pm EST
I was in the First Class/Priority line for roughly 15 minutes. There was one check in associate working the priority check in line. A basketball team was checking in in the priority line; however, not all the players were in the line. The players to check in were standing all around, not in the line and were all standing in the area near the counter but not all in a line. I waited and finally made my way to the front of the line (where I would be next) and noticed other players were walking up after one player finished checking in with the priority ticket counter associate. When I was next (in the line, another player (not in line) walked up to the ticket counter. I asked “if I would be next or all the team had to complete their check in first”. Someone from the basketball team said to me that the team had to all check in first. I was ok with that and at that point, so I moved over to the general check in lane as the general check in line was moving faster to check in anyway. There were two associates working at the general check in counter to the right of the priority check in line.
01/06/24 4:35 PM
Person A – Check in counter associate. She was pleasant and assisted me.
Person B - Rude manager of ticket counter working next station beside person A.
I was in the general check in line and now next to be checked in. Again, there were two check in persons working this general line (Person A and Person B). As I walked up to the counter to Person A and handed her my ID and she checked me in and gave me a boarding pass and tagged my bag for me to take to baggage security. Person B (the manager) told Person A to go assist someone at the kiosk and not assist me; however, Person B was done as stated above. At this point I said to person A, are don’t want her to assist me? I was walking away with my bag after person A assisted me and was taking my luggage to the bag security area and person B ran over and told the bag security person not to take my bag and she, person B, took my bag and removed the bag tag. She demanded, not ask that I sit down and she would make the decision if I was even going to take my flight.
When she, person B, came to where I was seating, she told me very unprofessionally and rudely to hang up my phone. I was on hold with American Airlines.
I called the reservations desk at 4:40pm
I sat down and waited as she, person A, instructed.
The entire interaction with her, she spoke very unprofessional to me and would not let me speak. When I tried to talk, she said “don’t talk over me and I will call the police”!
The entire conversation, she spoke rudely to me and spoke to me like I was a child.
She told me I would have to wait so see if I was mentally ok to take the flight!
Threaten to call the police if I kept talking. She was very rude and talked to me very unprofessionally and like I was a child.
“I don’t care that his is Platinum Pro, that doesn’t mean a thing to me"
I would hope this is video and even audio to this whole interaction from the Norfolk security cameras.
You don’t know my husband but if he knew you, he would take you out…meaning beat me up. That is a threat!
She threw the race card into to the conversation stating, “you don’t talk to a woman like this, let alone a black woman”. She spoke extremely rude and demanding to me, not even a “please” after commanding me to not speak!
Again, I asked many times for her name or associate number and she would not provide it to me. That is unacceptable and that type of info should always be provided when asked. Her ID badge was not visible to me.
In conclusion, I am requesting an American Airlines Customer Service representative call me to answer additional questions and additional ones I have. My number is [protected]. My email is [protected]@aol.com

On December 22, 2023, we were flying back from Aruba. And the ticket man changed our fight from charlotte to Columbus to MIA to CMH. Which at the time was fine. We landed in MIA and our fight to CMH took off without us. My son got to the counter, and they let the person in front of him on, but not him, and we were right behind him. My son ran to the counter with his pregnant girlfriend. We had to spend the night in MIA which we had to paid for of course and we had to eat dinner also. The train at Miami was not operating. We had to go from gate D1 to gate D60. My husband's seat on the plane from Aruba was second to last seat on the plane. By the time we all got off of the plane there was no way we could make it to gate 60 on time. They said the plane was not late and would not give us a hotel voucher. With the train not running and being last seat on the plane there was no way to make it on time. It was not our fault we missed the plane; you sold us tickets we had no chance of making our connection and we would like you to do something about it.

Samantha Beckholt AAdvantage-2N51EN6

Jay Beckholt AAdvantage-6E1BT84

Levi Beckholt AAdvantage-6C5VF68

Kristin Carlin AAdvantage-D6FT64

two record locator YSNAAX and VJWZGO

I felt like no one would help us or care.

Claimed loss: hotel night and food and that extra night made me miss my son that

9/7/2023 late night I purchased round trip to Seoul Korea international tickets to visit family members illnesses. Several hours later my son came home to visit he received calls from surgeons office surgery scheduled. I am not able to travel until surgeons release for okay to travel.

9/8/2023 at 1:17 AM cancel confirmation through email. I did when through website to request several times. 10/24/2023 emails showed your call to reservation next steps. I am ready for refunds due to my health and I probably not able to travel for long periods of time. Due to my back problems. I used to travel with AA through since 1973. I am very disappointed. Because of can’t travel I already lost 2 family member since September and first part of October. I only have one older sister left in Korea but I really don’t know I be able to see her soon. Please refund $ 2,333.55 cost I paid. My Record locator: WWEZVUK and my ticket numbers: [protected]. My email: jdj.[protected]@ gmail. com. Thank you for listening and appreciate your help.

On my eDreams itinerary this flight shows as IB 4935 Departing Nov 4th 1:30 pm.

I arrived from Melilla on flight IB 8251 Nov 4th at 11:40 approximately. The aircraft doors did not open for almost 15 minutes. I had from 11:55 to find the check in desk for American Airlines. It was closed. I found out from a ground porter the desk closes two hours before the flight departure. I also checked in with the Information desk in the center of of the concourse. He confirmed the flight had closed out two hours ahead. I frantically went to Iberia for assistance. They told me there was nothing they could do. They gave me Iberia and AA phone numbers to call. I called AA but could not get an answer. I tried Iberia. They kept me an hour on the phone and booked me on BCN/BOS IB 2625 Nov 4th 18: 45. I had to overnight in Boston for a flight B6 0159 Jetblue 07:25 Nov 5th BOS/PHL. Iberia exchanged the ticket over the phone with no charges. Hwever the ticket clerk could not find an electronic ticket nmber. Iberia then spent 2 hours trying to get a ticket number. They failed. I had to see an Iberia supervisor who was very rude to me & insisted I had to pay for a ticket. I returned to the ticket clerk and called Iberia again. They fixed the issue in 15 minutes. He sent me an email. The clerk issued my boarding passes. This was a very painful experience. American Airlines are totally to blame for the messup. Iberia were awful to deal with. Rude and very unhelpful. American Airlines & Iberia should refund me the cost of my overnight and taxi fares in Boston. I can provide receipts.

I had to be rebooked at both Eugene and DFW. I did not sit in seats with extra leg room. All the inconvenience of having to be rebooked should be addressed too. The biggest complaint is all the waiting time I had to put in at both Phoenix and DFW. Also I am 84 years old and use a walker and my gate was changed 3 times at DFW, from Dd to B and back to D. That is very hard to have to make it to so many gates!

My family had a flight cancelled on 8/17/2023 from Miami to Norfolk.AA could not get me home until the 19th which means I would miss 2 days of work.I spoke to an AA customer service representative who suggested I buy tickets from another airline.I asked her if those tickets would be reimbursed and she emphatically said yes.It is October 11th and I cannot get anywhere with AA.I did have an agent explain that AA does not reimburse tickets purchased on another carrier.So I am out $2500 3x$700 plus taxes and baggage).I would never have purchased tickets on another airline if I had to swallow the cost.I cannot get any response from AA and it is as they do not believe me that one of their agents gave me incorrect information

Was flying back from MCI to FNT with a layover in ORD.

Sept 22 2023 was at gate G14A and had one of your employees hiding behind a wall watching his phone with volume turned up to where I could hear it. My presence did not seem to bother him at all. This behavior continues for approximately 20 minutes while a female employee stays busy at a computer.

See attached pic.

I booked award travel to Singapore via JFK (KMMBDT) in September. I had booked it in January originally and I was subject to no les than 4 travel changes. With each one, it got progressively worse as another sector was added to an existing 4 sectors. I lost my premium economy seating on virtually all sectors. The partner Cathay Pacific (CX) is quite possibly, the worst airline to use when selecting award travel. Too many changes at the 'last minute' according to its whims.

They make changes on-the-fly, it seems and notify AA who relay the message. Never pick CX if you have a choice in connections.

My wife who travels on United has had perhaps one small change to her travel itinerary in 11 years of flying them.

I have stopped using their AAdvantage card and applied to United to join their club.

Would never recommend AA for award travel. I used to belong to the Delta club (higher mileage requirement but they were always good on their itinerary).

i can't give a credit card award to stewardess when applying for card on-line. that's terrible. i did today get approved for aadvantage plantium select card but no one at citi knew how to use the number on the paper application which was 379533. first name was taylor i believe the aa person on the plane. Please let me know how to get her the credit for getting the card,

Alex Novakoski

[protected]

My name is; Earle S. Vaughan Jr. this is regarding 07/12/2023 Flight#1161 was departing from San Luis Obispo, California at 6:09 a.m. My 3 grandkids, daughter, boyfriend and I were in line to check in 6 bags. As we approached the counter (with about 12 people in back of us) the counter person told us we had to take our bags to the boarding area, because they were running late. When we arrived, they were boarding group 5, we were in group 7. As my daughter was boarding, they told her that the bag was too large and she had to get rid of it. They told her to throw it out because it couldn't go on the plane. My granddaughter took the bag and ran back through Security and gave it to my son outside the airport. They said she had 10 minutes (this is a very small airport) one minute later they said she had 2 minutes. My granddaughter was just 5 seconds away and they closed the door. They would not reopen the door, even though they took the rest of the bags. We had to rebook for the next day. I am a Vietnam Veteran, 77 years old. I've always been treated with respect on airlines but this was appalling.

My Name is Moses T Nanna, a lawful permanent resident of united state of America, I booked a flight for Saturday, July 22, 2023 (XLHJCK) from IAH Houston George Bush to EWR Newark, Arriving at the airport IAH, was the worst experience I ever had in my,, life, the customer service was very poor, and disrespectful, I was humiliated by their customer service at the airport, First they make me miss my flight, and this are the reason.

1. I was trying to buy a visa card due to lost wallet, just to pay for my bags, the customer service that was working that shift didn't help me due to them seeing me holding a green card, and that was my first time using the card machine, by the time I was done the lady at the counter told me I can't board in plane that is too late, after I arrived at the airport 1hour before my flight, that not even the issue, she rescheduled me for the next day flight which was so early she doesn't provide and option to me, after I loaded my card with 70$ to pay for my bag at the airport bag machine, I have to leave airport in sad mood that day.

The next day, which was Sunday July 23, 2023, I arrived at the airport so early to check my bags in using the same card I put 70$ in, the customer service told me there wasn't money on my card that I should go figure out where I spend the card, that was a slap in the face for me, after trying to explain myself to them that their machine was the only place I use the card to pay for my bags without giving receipt, they don't want to hear me out, they keep saying is I should go figure out where I spend the card, at the point I was about to get frustrated, I ask for their manager, which was black, she told me they sorry they can't do anything about it and show no remous to my situation, other customers was Suprise by their attitude towards me, it get to a stage one customer walk to me and told me to file complaint against them to the business bureau, after 30min later the manger told me to call the number on the card to see where the card was spent, I picked up my phone and call the card customer support, the guy told me that American Airline machine was the one who charge my card and never printed my receipt, he told me to give the phone to the manager after few minute on phone they later found out that the machine took my money, for past 1hour the customer service make me look like a fool in front of people on my right, after they check my bag in they never apologized for the embarrassment they make me go through.

My name is Archangel Lenier a passenger on flight 1653, traveling from Dallas Forth Worth to Los Angeles, California. This night after two cancellations we asked board the plane and after everyone got settled in, we were asked to please get off the plane because the pilots had changed their mind and will not be flying until the next day morning at 7:00am. During all the confusion with everyone trying to get off the plane, this one passenger came from a different row to reach over on my side and grab his hardcover carryon which then slip from his hand hitting me in the head and face, causing me to have a block out that lasted for only the Lord knows how long. But when I woke up from the block out, I was able to make it over to talk with the flight attendants who then gave me an icepack, asked me where I was seated at, and the paramedics were called. Currently, I am still suffering from headaches, migraine and I don't have a sense of smell nor taste.

I purchased a return American Airlines ticket from the Cayman Islands to Florida in October 2019. I had one year to travel on the airline ticket
American Airlines did not travel to Cayman Islands from 2020 to 2022 due to a border Covid shut down
My request for a refund was denied three times by American Airlines
Contact me at jacklyn.[protected]@gmail.com

I had made arrangements to and from my trip to myrtle beach for wheelchair assistance. I understand most places are understaffed but what happend to me was worse than just waiting for someone to help me. I took my first flight from indianapolis to charlotte north carolina. There were no people to help me around in that airport so I walked to my gate slowly but I finally got there. I boarded the plane. When I arrived in charlotte I walked up the ramp to the gate and talked to a young man about getting assistance to my next flight. He told me to sit in a wheel chair and then he parked me by the gate and promptly forgot to come back to help me. I got up and wa. Ked to what was my next gate. The gate had been changed so I had to walk so far back to where I needed to go. By the time I got to the gate I was so exhausted, I had fallen and hurt my hip two weeks prior which is why I needed help in the first place. When it was time for my flight I was one of 5 people called to the gate to board early. I was so happy to be acknowleged for once during this trip. When I got off the plane in myrtle beach I had another long walk thru the airport.

If you not Hispanic you don't get good service in American Airlines Cargo in Miami International Airport. There is racism in the American Airlines Cargo in Miami International Airport. Racism should not be tolerated American Airlines Cargo in Miami International Airport. No one speaks English in the American Airlines Cargo in Miami International Airport.

I went to American Airline cargo area in Miami International Airport for truck delivery. I have my paperwork ready from the office. I waiting more than a hour because all the employees were on the counter on their cell phones at the American Airlines Cargo. It's a disgrace and unprofessional all the American Airline employees were on their cell phones. There were all of American Airlines Employees just sitting there doing nothing but on their cell phones. New management is needed at the American Airlines Cargo in Miami international Airport immediately. Miami International Airport American Airline cargo customer service is very terrible. American Airline Cargo employees treat people like trash. This should not be tolerated.