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1.4 368 Reviews

American Airlines Complaints Summary

32 Resolved
336 Unresolved
Our verdict: If considering services from American Airlines with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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American Airlines reviews & complaints 368

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K
9:12 pm EDT

American Airlines website hold on tickets, worthless

Since APRIL 4th, I have been trying to buy Tickets online to Muai and back. Flying from IND to OGG on February 8, 2020. Then flying back on February 29th. AA's website 5 days later is still hosed up! I you pick a flight on the 29th, when you go to pay for it, it shows your flight as being on the 28th. I put 2 tickets on hold, on their website, and it said the flights and price would be good through tomorrow! But we decided to call today, once we got through to a real person, and she made sure the flights would be on the 29th, we wanted to pay for our flights. SUDDENLY THAT PRICE WAS NOT GOOD, EVEN THOUGH THE RECORD LOCATOR "SAVED" THE ORIGINAL PRICE! WE WERE FORCED TO PAY AN EXTRA $251 FOR OUR TICKETS! THIS IS ABSOLUTE BS! DO NOT BELIEVE ANYTHING THIS COMPANY SAYS! WHY HAVE A HOLD FEATURE IF YOU ARE NOT GOING TO HONOR THE PRICE OF THE TICKETS BEING HELD? WE HAVEN'T FLOWN WITH AA SINCE 1979, NOW I REMEMBER WHY!

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12:34 pm EDT

American Airlines flight to texarkana that I missed on 3/26/2019

On Monday 3/26/2019 I flew from Colorado Springs to Dallas and was to fly from there on American small plane to Texarkana, Ark. The plane from Colorado Springs was late leaving because of a flat time. When I checked in at Colorado Springs I had my kitten which I paid $125 dollars for her to fly and she had to be put under the seat in front of me. I had a small carry on that had my medicines and things that I might need to take care of my kitten. The man that checked me in checked my carry own to fly in cargo. I did not realize this because he handed it to me and I had to take it through to be checked by the people that make sure there is nothing in there that shouldn't be. Well I never got the bag back. I had my meds in that bag as I never put my medicines in a bag to be checked. He told me when I checked in that I could only have one carry on. I and my son-in-law told him the kitten was a paying passenger and would fly under the seat in front of me. I missed my connection from Dallas to Texarkana because of the plane leaving Colorado Springs was late, but my carry on made it to the flight and and I got stuck in Dallas until 11:00 PM that night. Since I had to pay $125.00 for my cat and the man that checked me in at Colorado I think I deserve a refund for paying for the cat and an apology for how I was treated. My little cat was very good, didn't meow or cause any problem as we waited for many hours to catch that 11:00 PM flight from DFW to Texarkana. I have Celiac Disease so I have to eat Gluten free, I was given a voucher for $11:00 which I was able to get a gluten free sandwich from from Subway. I have miles with American, but the next time I fly I will be very tempted to drive to Shreveport and fly Delta. No one my age or any other age should be made to sit in the airport for 12 hours, when I should have been rushed to the gate to catch my American Eagle flight home, or they should have waited 10 minutes for me to get to my flight. Donna Lynch Phone #[protected]. Email [protected]@cs.com.

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10:30 am EDT

American Airlines flight from jfk to antigua on thursday, march 14, 2019

From: Floe Patrick
Sent: Wednesday, March 20, 2019 9:09 AM
To: 'American Airlines'
Subject: RE: Tell us about your flight

Good Morning Colleagues,
First of all thank you for sending out this survey!
My flight was good, however when I reached my destination it was a total disaster, we arrived around 11:25 AM in Antigua, St John's Airport, got to our Hotel only to be told we don't have a reservation, it was never sent to
the Royal Cove Hotel, Jennings New Extension, after going back and forth with phone calls with the Manager of Royal Cove Hotel and the airline reservations, and me on my phone with American Airlines representative which was roaming they finally found a hotel after 6:00 PM in the evening, which is called Jolly Harbour.
After this experience, I am sorry to say I will not book another vacation package with American Airlines.
On Sunday March 17, 2019 AT&T sent me a text message letting me know, the international roaming call charges exceed $250.00, to prevent service disruption to call them.
I went on this vacation to recover from a broken leg, however it was made worse by this experience, I'm feeling much better today, this is why I am now sending this email

Thank you

From: American Airlines [mailto:AmericanAirlines@survey.as.aa.com]
Sent: Saturday, March 16, 2019 1:38 PM
To: Floe Patrick
Subject: Tell us about your flight

⚠ EXT MSG:
We value your opinion

Hello FLORENCE
AAdvantage ® Member
22BPL02

How was your trip?
We see you recently traveled on a flight operated by American Airlines or one of our regional carriers.

We value your opinions, and we want to know how we did. Tell us about your travel experience in a brief survey. The survey will be available until 2019-03-21 at 11:59 p.m. CT

Reservations | Redeem Miles | Deals | My Account

Connect with us

Update Email Preferences | Change Email Address | Privacy Policy

This is a customer opinion survey designed to help us better serve you in the future. It is not a form for submitting questions or complaints. If you would like a response to any comments or concerns, please contact us on aa.com. Please do not "Reply" to this email address as it is not monitored.

This email was sent to FLORENCE.[protected]@MACYS.COM because you recently traveled on a flight operated by American Airlines or one of our regional carriers.

oneworld is a registered trademark of oneworld Alliance, LLC.

2019 © American Airlines, Inc. All Rights Reserved.

A portion of all travel booked on American Airlines may be American Eagle® service, operated by Compass Airlines, LLC, Envoy Air Inc., ExpressJet Airlines, Inc., Republic Airline Inc., SkyWest Airlines, Inc., Air Wisconsin Airlines Corporation, Mesa Airlines, Inc., PSA Airlines, Inc., Piedmont Airlines, Inc., or Trans States Airlines, LLC.

American Airlines, American Eagle, AAdvantage, AAdvantage Million Miler, MileSAAver, the Flight Symbol logo and the Tail Design are marks of American Airlines, Inc.

* This is an EXTERNAL EMAIL. Stop and think before clicking a link or opening attachments.

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Update by florence patrick
Mar 20, 2019 10:54 am EDT

1. Don’t forget to come to the Bake Sale TOMORROW, 3/14 (Pie Day!)
2. We need volunteers for the Snack Cart shifts at this

Update by florence patrick
Mar 20, 2019 10:30 am EDT

From: Floe Patrick
Sent: Wednesday, March 20, 2019 9:09 AM
To: 'American Airlines'
Subject: RE: Tell us about your flight

Good Morning Colleagues,
First of all thank you for sending out this survey!
My flight was good, however when I reached my destination it was a total disaster, we arrived around 11:25 AM in Antigua, St John’s Airport, got to our Hotel only to be told we don’t have a reservation, it was never sent to
the Royal Cove Hotel, Jennings New Extension, after going back and forth with phone calls with the Manager of Royal Cove Hotel and the airline reservations, and me on my phone with American Airlines representative which was roaming they finally found a hotel after 6:00 PM in the evening, which is called Jolly Harbour.
After this experience, I am sorry to say I will not book another vacation package with American Airlines.
On Sunday March 17, 2019 AT&T sent me a text message letting me know, the international roaming call charges exceed $250.00, to prevent service disruption to call them.
I went on this vacation to recover from a broken leg, however it was made worse by this experience, I’m feeling much better today, this is why I am now sending this email

Thank you

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L
12:39 pm EDT

American Airlines Ticket price and seating

My frequent flyer Number is 5YT48T6 I purchased tickets for my Husband Harry Holmes and myself Ticket Number [protected] on Feb 25, 2019 to travel to Buenos Aires. February 25 through March 10, 2019 . The tickets cost a little over 6, 000 for the 2 of us and I requested economy plus seating. When I left LAX aboard flight 340 we were seated in Economy . I was informed that the flight did not provide economy plus seating
and was not assigned to the economy plus seating until we were seated on the connecting flight Number 999 which left Miami to Buenos Aires.
Upon my return to LAX aboard flight 1297 we were again seated in economy. on flight number 1297 leaving Miami to LAX.
Please know that your representative that booked the flight for me did an excellent job in assisting me. The concern that I have is that I paid an excessive amount for a ticket and Did not know that i would not be seated in economy plus for all segments of my flight to Buenos Aries . The tickets were non refundable within 24 hours therefore I could not cancel.
I requested economy plus for the extra leg room because my husband has bad knees. and needed the extra room

I am also concerned with the fact that that a round trip seat in economy only cost $16000. which means that i could have booked 2 round trip tickets for little over 3200.00. Instead I paid 6, 000 and did not received in my opinion what I paid for.

Another complaint that I have is the food. .I have flown economy plus on American Airlines as recent t as Nov 2019 Ticket Locator EKJTFj to Narita Tokyo and the food served in economy plus was much better that I received on my recent travel to Buenos Aires.

On a positive note you flight staff was excellent and the, the Air Craft to and from Buenos Aires was very nice and most of all safe.

My e-mail address is [protected]@aol.com. My phone numbers are as follows Home [protected] Cell [protected]

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11:38 pm EDT

American Airlines changing tickets

There is a $300 dollar charge to change your tickets plus any difference in the cost of the tickets; this is understandable.

However, if you have bought upgraded seats, when you change tickets you give up that increase. In my case I paid $128 for a more leg room seat for the leg of my fight from Dallas to Santiago, Chile. I was told they keep the money and I have to pay to pick another seat.

Also the company that does the changes for American is a company in India called RG Security Solutions, almost half of your payment goes to them.

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11:18 am EST

American Airlines extra $38 charge to choose seat and move up in the cabin

I was on flight #4378 on saturday, march 2, 2019 from dca to sdf. I was booked in economy class but decided to pay the extra $38 to choose my seat and move up closer to the front of the cabin. At the time I reserved my seat on friday before the flight I was the only passenger in that section. After boarding there was three of us in that section in rows 8 & 9. Once all of the passengers had boarded and the crew shut the door there was quite a few passengers allowed to move from the back of the plane to the section that I had to pay the extra $38 and quite clearly they didn't have to pay the extra for their seat. I don't understand nor agree with this policy. My record locator is kvguvs. Under the above circumstances I request a refund of the extra money I paid for my seat.

Thank you,

Charles harshfield

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4:05 pm EST

American Airlines worst customer service ever!

I had an all-around horrible experience with American Airlines (AA) but the customer service in the Dallas Fort Worth airport was by far the worst I've ever experienced. I had a connecting flight from Dallas Fort Worth (DFW) to Gunnison, CO on 2/22/19. This connection at DFW started with me getting on plane and waiting 30 minutes before passengers received a travel alert text from AA, which we were told our new flight time and gate. After several passengers inquired about the text received, the crew (who knew nothing about the flight being delayed) made an announcement that there was "no Pilot" and that we needed to deplane. After getting off the plane the passengers proceeded to the new terminal which required a tram ride. After being there for a few hours I received another text stating there was a gate change which required another tram ride. I proceeded to the other terminal where I waited an hour or so before we boarded our second plane. This time we sat on the plane at the gate for an hour. The Pilot apologized for our long delay and for the other plane having "mechanical issues". This information conflicted with what the first crew told us ("no Pilot"). While the plane was sitting at the gate the passengers were told that we were waiting for the "plane to be fueled" then waiting on "catering" and the last one was "waiting on the Dispatcher to get back on weather". Then the passengers received another text message that our flight was delayed till 8:45PM (we've been in the airport since 10:30AM). The Pilot then came on again and said that "the copilot had to go to another flight and that this flight was being cancelled". The crew told us that there would be an individual waiting for us after we get off flight to provide information. After getting off the plane (mind you this is the second time we had to deplane) the individual at the gate told us that we were all on a flight the next day at 7AM and that we were responsible for our own hotels. At this time the passengers were furious and yelling. The AA representative told us we needed to go to Customer Service, so everyone (100+ people) walked to another gate where customer service was located. I was one of the first 5 to be served by the DFW Customer Service team. I, as well as the other 4 with a Customer Service Representative were told that we would not be put up in a hotel since it was weather related, all 5 of us explained it was not weather related and that was from the plane not having a Pilot (although second Pilot announced it was mechanical issues). We knew that AA was using weather as a way of getting out of giving passengers hotels rooms and food vouchers. The individual (passenger) beside me asked for the Customer Service Manager. The Manager, Jaime Gates came over and the situation was explained to him. He stated that the cancellation was "coded for weather" and that he could not provide hotels, although we could get discounted rates. Several passengers explained (including myself) that we are entitled to hotels and food vouchers because the ultimate reason for cancellation was "No Pilot". The women at the Customer Service desk that I was initially talking to then proceeded to call for security because the other passengers in the Customer Service Line were shouting. The customer Service Representative (I'm sorry I didn't get her name) was very rude to me and kept calling me the wrong name even though she was holding my driver's license. Back to Mr. Gates, three of us asked for Mr. Gates business card in which he replied, "he did not have any". I then proceeded to ask him for a food voucher, which he replied "we can't provide those either", then I asked for my carry on bag (which AA made me check, as there was "no overhead bin space left"... however when I got on plane the bin directly across the aisle from me was half full) Mr. Gates stated "they could not get them", and then said they could "put in a request for bag but it could take hours". I explained how AA made me check my carry on, Mr. Gates just stood there. So, I asked if I could get a Toiletry bag, which Mr. Gates stated "No". I proceeded to ask if I could use the Admiral's Club since I was AA card member and fly often with AA, he replied "Yes, for a fee". I replied to Mr. Gates "So basically AA is going to do nothing for myself or the rest of the stranded passengers". He did the standard apology and walked away from the Customer Service desk.
After receiving my new ticket for the next day 7am flight I walked away furious. I did eventually find a very nice Cop who went into the Admiral's Club and got me a toiletry bag. Maybe Mr. Gates could learn from the nice Cop.
In addition to the DFW Customer Service I also called the 1 800 number, since I had a lot of time on my hands (had around 12 hours till my flight). After calling the 1 800 number (which took a half hour before I got to speak with someone), I spoke with Riley, who I explained the days events to, she proceeded to transfer me to the Supervisor named Heather. I again explain the days events to, Heather stated "You need to speak with Operations" that this was "not something they handle", to be nice we'll say Heather transferred me, but actually Heather hung up on me. So, I called back (I waited another half an hour to speak to representative). The representative I spoke to happened to be Riley again, I asked to speak to Operations Manager and not to Heather as she hung up on me the last time. Riley told me "we don't work with Operations" and "I can't connect me to them". I was furious, I feel like I had been lied to all day by AA.

The Customer Service teams both in DFW and on the 1 800 line were useless. The service received was beyond poor!

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emry007
, US
Apr 15, 2019 10:42 pm EDT

Hi there,
I am just curious if this was ever rectified?

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2:26 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

American Airlines need help with a flight

I wanted to start by saying I am pleased my wife had a great flight, but the plane was delayed for a while and now she has missed her next flight. And normally I would not make an issue of this but she is trying to get home to her sick husband. I realize there are things out of your control and issues that just happen, but my wife is on flight 0782 and she is now stuck in chicago for however long it takes and her husband is getting worse! Mainly I want to thank all of your staff for the work you do and keeping everyone safe as well but I just wanted to see if there is anything you could do to expedite this issue and help her get to her husband! We will not forget your kindness in this matter.. Her name is christine bremer. Again I want to thank you in ad an s in your help.

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11:42 am EST

American Airlines flight cancelled - had to rebook for extra $ 231.00

1. Record locator gwxdhz
I booked flight to amsterdam to attend funeral of my sister which took place on monday 2/25. Flight 5107 from dayton to philadelphia on 2/23 was cancelled due to technical issues. I was offered same flights on sunday 2/24 which meant I would not arrive in time for the funeral. The only other option I was given was to cancel the original ticket and to issue new one with flight leaving cincinnati for philadelphia at 5.40 pm on 2/23.
I received a refund of the original flight for $ 735.03 but the cost a the new flight was $ 966.03, an additional $ 231.00. I don't understand why since aa cancelled the flight!
Also, I was not reimbursed for the upgraded seat I purchased for $ 68.
The record locator of the new flights was mnczfk.
I would appreciate refund of the $ 231.00 plus the 68 for the seat I had purchased.
Thank you
Jan reedijk
[protected]

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10:07 pm EST

American Airlines Flight redirected

Sunday, my wife was on a flight from Charlotte NC to Charleston WV. The pilot made a great call not to land the plane as the wind was extremely dangerous. I know because I was on the earlier flight to the same location. He diverted to Columbus. (no problem) The problem is, the pilot told the passengers they were going to refuel in Columbus and then return to Charleston. I know this because I was in the Charleston Airport and they had the pilot communication over the intercom system. When they arrived in Columbus they were told you would not fly them back to Charleston because you do not go from Columbus to Charleston period! Fine... but then my wife was put in a CAB, with 3 other passengers and driven 3 hours back! My wife asked if she could rent a car and just be reimbursed and she was told absolutely not. My wife asked if you guys could charter a bus or large passenger vans since everybody had luggage and it would be a miserable drive stuffed in a cab. She was told you do not do that anymore. So I paid for a plane ticket for my wife to fly to a specific location, but when you could not get her there... this is what was said. "Your options are we fly you back to Charlotte or you get in a cab with 3 other passengers to WV." Nobody was fed, nobody was given refreshments, nobody was given anything except..."sorry but that is policy". I know the airlines get a bad reputation sometimes, but this is the type of reason why. My wife would have rented a car, driven herself back, and only wanted reimbursed for the cost of the vehicle. ($116 including tax) We spent $409 on the ticket. This is not acceptable. A 4 hour total flight including connection turned into a 14 hour day. There are too many options for flying and incidents like this make the choices much easier. I would like something done about this, because we can drive to Columbus to catch another airline in the future to make sure this doesn't happen with AA. I am including my work email if you decide to respond to this issue.
[protected]@unifirst.com. Respectfully, David Arthur

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YolandaCW
, US
Oct 05, 2019 3:56 pm EDT

On September 18th, 2019, we were boarded on a flight out of Miami to Barcelona, while on board, we kept on getting messages that we would take off in another 20 minutes or so, at one point the pilot made an announcement, "sorry for the delay, we are just gassing-up" which did not seat well with us, because why would they be doing that when that plane had been seating there for well over 3 hours prior to boarding, another hour went by, when a passenger came out of no where stating our passengers bill of rights, and five minutes later we got an announcement that the flight was being cancelled, and we all had to deplane, that they were in the process of securing another aircraft that was arriving in a few minutes, would have them prepare it as soon as possible (cleaning, transferring bags, catering, getting all of the bags transferred, and board everyone again, etc., that seemed like a very big task to be completed in less than 2 hours) but we still had faith all would work-out, while at the gate, after most of us had gotten something to eat at by this point it was around 10:30 pm, all of the sudden without any formal announcement AA had catering bring over sandwiches, drinks, chips, etc., for all of us who where waiting there (is too bad, they did not tell us they were going to feed us an hour prior to that as most folks had gotten something to eat) we waited another hour almost two when they made the announcement to move us to the gate where the other craft was located as we got there the passengers who thought they were leaving on that plane were still seating there at that gate and not no clue that they were going to be moved yet, many found out when we told them, again lots of confusion, then about 40 minutes after that, they started boarding again, after we were all on the plane, thinking we are taking off momentarily, we waited around 30 minutes to be told, that the flight was now leaving at 2:45 am, at this time it was around 12:45 am or so, that therefore, we had a choice to stay on the aircraft or deplaned, if the latter, we could not get back on board until they were ready to board again, therefore, if you chose to leave the plane, you had to take everything with you, it all seemed odd, and that AA was just operating by the seat of their pants, well, 10 minutes after that another announcement that the fly was now cancelled, no other information, so around 500 people were standing at the gate with 3 AA agents going crazy trying to re-scheduled all of us, while getting yelled and insulted by all of the frustrated passengers, who now like us, had no idea what was going to happen, we had a cruise, but thank god it was not leaving Barcelona until Saturday, however there were several other passengers whose cruise was leaving the next day, and at 1:30 pm, it was already too late for all of them to be re-routed on time, at no time, while we were all exhausted and confused, did AA make an announcement to help us understand, what they were going to, to gain a sense of what passengers needed it to be routed ASAP, nor to provide us any sense of what had happened and how they were going to accommodate us, only when you got to poor exhausted agent, were you able to find out, that they were going to put you up on a hotel, give you a couple of $12 meal bouchers, which at the airport that is the cost of a sandwich alone without beverage, and to make it even more painful, they were having computer problems, and were not able to give us the hotel boucher, told us to walk to the CSD which was another half mile away, to get there and find out it was closed, now it is close to 2pm, and the MIA airport is on cleaning mode, there were no other passengers on that terminal but us, had to go back to the agent again, and finally got the hotel boucher. We felt we were treated like animals, we were played with for more than 6 hours, being bounced around, with no communication from AA who never took the horn to apologize or provide any kind of sense of stability, even when the passengers were getting crazy, the agent said, if you guys don't stop, I will call the police, and the passengers just responded by "go ahead, call the police" the police did come, but everyone was ok, just frustrated, tired and confused, after were deplaned and waiting in line for more than one hour, AA had six other agents open two more stations, and those passengers that were at the end of those lines, did not get hotels because they had no more hotels left, and many did not have the opportunity to be re-routed the following day because all connections were booked. We all understand that things happen which are beyond the control of AA, however what is in their control, is how they communicate with their passengers, how they can be more pro-active to realize that there was no way that the crew was going to be able to transfer due to Union regulations, therefore after that first flight was cancelled that was the time to re-route everyone while providing us with timely and honest information upfront. We personally lost one vacation day and $350 on a hotel in Barcelona that would not refund us because we were over the cancellation period, I am going to put a claim for that money, and hope that AA will in good faith reimburse me, as I am not interested in any miles for future flights, as next time I have to flight, AA will not be the airline of my choice, it is very disappointing and shameful that AA would think that treating people in this way is ok...well it is not ok, and we do all have choices (even if there are less choices these days) I rather wait, take a train or a bus, than fly AA.

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5:58 pm EST

American Airlines Recent travel

My name is Kathy Molyneux I had a flight on 2/9/19 record locator #ZZGWDJ to arrive in Miami 8:33pm that day. The flight was delayed 3 different times and then finally was cancelled and rescheduled for a departure on 2/10/19 @0600 to arrive in Miami at 1:33 that day. I was boarding a cruise line out of miami and would not be able to make my departure. I also paid for the additional $33.00 to have priority boarding for my original flight. I then called AA and tried to fly standby on the 10:11pm flight, was unable to get that flight, but was able to secure flight #2644 leaving at 11:59 through Dallas to arrive in Miami at 09:42 am. All this without amy sleep. I had a reservation in Miami at a hotel on 2/9/19 which I ended paying for they would not cancel my reservation.
I feel this was handled poorly no customer service plus adding insult to injury I had to pick up my baggage from baggage claim and reenter with bags to try to get another flight.
Customer Service in this industry should be your companies highest priority.

Please contact me at the following email:
[protected]@yahoo.com
[protected]

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12:53 pm EST

American Airlines departure board inaccurate

Your info board time was not correct. My flight left early without me. I go to the desk to see if we are boarding yet, but I am told the flight had just already left! The flight had been delayed by 22 minutes. The board said it was departing at 11:12 a.m. Apparently, the pilot made up the time, but no one changed the board, so I had no way of knowing. I was at the airport early. I was sitting in the waiting area. I was doing everything correctly, but now my plans are destroyed. My relatives took off work to spend the day with me. :/ There has to be some system for changing the flight info on the board?

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Noblelady56
, US
Aug 22, 2019 11:00 am EDT

We were five minutes late for check-in this morning on AA flight 1973, connecting in CLT on AA 2041 to MSP. We were booked in business class. The AA attendant at the counter said we had to pay $200 a piece because we were late, plus the difference in airfare to catch another flight, and that was only for standby. OMG! We already paid enough for business class, and now AA wants more money. We decided to just leave and go back home. This was very disappointing as the delay was technically not really our fault. It was because the parking shuttle had a slight delay, there was airport construction in front of AA, and there was only one kiosk available for first class and the lady using it was super slow. We did buy trip insurance and was just wondering if this problem would justify a claim for reimbursement. After this incident, we will probably not fly AA again, and we have been flying with AA for many, many years.

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CGJ111999
, US
Jun 30, 2019 10:26 am EDT

Flight 5945 on Sunday June 30 scheduled to depart at 7:35. Passengers boarded then DEPLANED for a "quick fix". At 8:35 desk attendant for AA announced that they would give an update at 8:45 about "what we're going to do next". Then all AA employees left the gate area and haven't been seen since. No update at 8:45 as promised. No update at 9. It is now 9:15 and we are all stuck here without the option to catch a different flight because passengers have already "boarded" this flight. No one from AA has the decency to make the promised announcement so we wait. Should have flown Southwest.

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Melissa Alcorn
, US
Jun 10, 2019 3:49 am EDT

I have been on hold for 4:48:56 as I’m typing this. The Americans Airlines website is turned off. My daughter booked a nonstop flight from LAX to St. Louis flying out today. We paid over $500.00 for NONSTOP. The flights with stops were around $250.00. Starting several days before the flight she received daily emails changing her flight times and adding stops. Her flight was supposed to leave LAX this morning at 10:15. It was canceled And postponed several times until she finally got n a flight to Dallas/Ft. Worth. Then upon arrive there, she sat in the tarmac for almost 4 hours. (It’s my understanding that in the USA the FAA says planes can not stay on the tarmac more than 3 hours. Well that rule was broken.) She finally got off the plane and after a really long wait in a line that wrapped around the corner and down the hall, Americans Airlines booked her on a flight tomorrow night with a 6 hour lay over on Minneapolis for an additional $1, 000. Plus, there was only one hotel room available which was another $300.00. So, with two stops, three days, and almost $2, 000 she will arrive in St. Louis early Tuesday morning. Correct me if I’m wrong, but if you buy a NONSTOP ticket to get from LAX to ST. Louis, shouldn’t AMERICAN AIRLINES be obligated to get you there without charging an additional $1, 000 especially if they’ve added two stops and two days. The ticket that was purchased was supposed to be a short 4 hour flight. And then you shut down your website and your customer service telephone number? My daughter is alone late at night in a city she does not know. If something happens to her, I will hold American Airlines responsible. Oh, and they lost her luggage. Total and complete incompetence. What scares me even more is if they can’t even manage their phones, website and customer service, I can only imagine what shape their planes are in.

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Melissa Alcorn
, US
Jun 10, 2019 3:56 am EDT

I also forgot to add that this was not weather related. My daughter was told that the flights were canceled because the planes were not to full so they wait until they have enough passengers to fill the plane. She overheard them jokingly say, yeah, we just tell the passengers that the pilot never showed up.

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2:05 pm EST
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American Airlines complaint

I would like to request a refund or credit about the flight number 5773 tkgfjz february 04, 2019
From guadalajara, jalisco. Mexico to phoenix / reno, nv. U.S. A.

Reason: the flight was delate for more than 2 hours, I also ask for water and the flight attendant was in bad mood.

Thank you.

Ana r molina ramos.
[protected]
E-mail: [protected]@hotmail.com

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5:33 pm EST

American Airlines service and conduct one of your employers

My name is Felix Alicea. I am an active duty and I am submitting a complaint on one of the your employees at the San Antonio Airport agent counter this morning at 0315 am, 2 February 2019. I was trying to bring my hockey stick on board with me when the agent told me that I could not bring that on the aircraft (Flight AA1052). I informed the agent that TSA regulations told me that I could bring this on the plane. The agent told me that I could not bring that on the plane. I went to one of the TSA agents that told me that I can check the item and that they could check it on the plane.

Also, when checking the item, I did not receive any polite service from the 5'6 Hispanic agent, black hair, glasses that when I asked her how to check the item, she was very rude in her attitude with me and did not want to assist me with the checking until I informed her that I need assistance.

After getting my baggage checked, my stick of item was lost at the time when I connected with another flight from Charlotte to Richmond, VA (AA 248). The baggage clerk informed me that it was on another flight that would come later in the airport. She listed to me and said it was wrong how the agents in San Antonio acted. I can believe that these people don't provide customer service and their attitude seemed to be inappropriate toward active duty service members. I frequently fly American Airlines and I felt very bothered by the conduct of these agents. I will inform the military about the attitude of your employees at this station and that they take their personal actions towards people. I am very disatisfied by their attitude and conduct. I believe that my baggage did get screwed up (RICAA0002736084) and that I believe that these agents did this action against me. I am very disatified by this service especially as an active duty service member and a constant user of your airlines.

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11:01 am EST
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American Airlines 8 hour delay due to pilot.

To whom it may concern:
My wife and I missed our connecting flight from Miami to Puerta Plata, due to the pilot losing his Log Book ?! So this error, caused us to spend 8 hours in Miami, spending unplanned money, missed a paid day at the resort, and not getting to our resort until 2am, compared to 3pm... Basically ruined our trip there. I would understand weather being a factor for delays, but it wasn't, and we were furious. Shuttling in a foreign country after midnight is a scary experience. The next day we were so exhausted, we didn't feel like booking the excursions we really wanted to do, so basically lost that day as well. I have receipts from our time in and outside the airport I will be submitting with this email...

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5:59 pm EST
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American Airlines flight aa2023 friday 18, 2019

My name is Rogelio Gonzalez on Friday 18, 2019 flight AA2023 from Miami to Charlotte was delayed for around 45 minutes at Miami International Airport (do not know the exact reasons) resulting on losing my connection to Fayetteville Municipal Airport (flight AA4843). because the urgency of my trip could not wait until NEXT MORNING for the other flight, had to take another transportation methods using much more extra money

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Update by Rogelio Gonzalez Mejuto
Jan 22, 2019 6:03 pm EST

Resulting on 3 hours trip ground transportation

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4:44 pm EST
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American Airlines seat bumping on standby

On January 3rd, 2019, I was traveling from Aruba to Chicago O'Hare Airport. Our flight to Miami from Aruba, #1028 was very good. After landing in Miami, we went immediately to the gate to get ready to board for our flight #2457 to Chicago. We estimated we had ample time to eat nearby so we decided to go to Islander Bar&Grill. We paid very close attention to announcements before leaving to eat. I traveled with my adult granddaughter so upon return to the gate we took turns going to the restroom. All of a sudden, I felt I needed to check the status of our flight and noticed it was displayed on the screen at the gate as Boarding Complete and Flight Closed. I approached the employee at the gate and she told me I needed to go to Gate 44 where they would help me. At that point, even though the departure time was minutes away, we were sent away. We rushed to the other gate, taking a train to yet another terminal. Upon arrival at that gate, we were able to explain our situation and we received 2 passes for a standby on Flight 279 departing from Gate 42 at 9:10 p.m. We were told we were the first two passengers on a standby on that flight by a very courteous female employee. We rushed to Gate 42 so we could watch this flight status while waiting for our flight. I approached a worker as soon as she arrived at the counter at Gate 42. Her name was Elizabeth. Her name was also displayed on her name tag of the uniform. I told her I had a standby and was hoping to get further instructions. Instead, she abruptly sent me away by saying she had to take care of customers who had assigned seats. My granddaughter and I remained as close to the counter as possible monitoring the status of the flight. I have never flown on a standby, nor have I ever missed a flight. While waiting at Gate 42, we heard numerous announcements about departing flights, including final calls for specific flights and calls for people by last names. That somehow was not the case with the flight we missed, Flight 2457. This isn't the worst though. While waiting, another worker emerged at Gate 42. She was approached by a customer behind us and they talked for a great length of time in private, past the entry where the tickets are scanned. My grand daughter and I were comforted by the fact that we had first priority on a standby and both our names appeared on the monitor as such. The passenger who spent a great deal of time talking to the employee in private was accompanied by a a female companion. She appeared very concerned/worried. All the while, her male companion somehow got an opportunity to go past Elizabeth once the other employee emerged and engage in a lengthy, private conversation. Privilege? Both the male customer and the female employee were African-American. All of a sudden, our names dropped from 1st and 2nd to 3rd and 4th. I approached the counter and was told we were not moved down and not to worry because that was another list. This was said to me by yet another employee whose name I do not have. She had no name tag, but appeared to be perhaps Hispanic with a long braid. All the zones boarded and we were still listed as 3 and 4 of 12 passengers waiting for a standby. Passenger Smith and Walker were listed as 1 and 2 instead of us. Our names were called but by then passengers Smith and Walker had already boarded. Both were seated in 1st class, although separately. The male was seated in 6B as I boarded and happened to notice while moving to the rear of the plane. His face was down and hands together in front, as if praying. My granddaughter just wanted to get to Chicago without further delay as she had another plane to catch to LA out of Midway Airport four hrs. later for a school assignment. Therefore, we did not complain to anyone. As a matter of fact, I just mustered the courage to relive this experience of racial discrimination. While boarding, another female customer was complaining to the employee who allowed the male and female travelers to bump us. While passing them, I asked that employee what her name was and she said Amelia, although it may be spelled differently. I feel all three employees at this gate knew what was going on and all should face a disciplinary action. The good part about missing my flight was the fact that discriminatory behavior was revealed and should be addressed. I want to hear from Doug Parker, American Airlines CEO. This is unacceptable! Had this been in reverse, it would have been televised at least on a national level. Black people feel constantly discriminated against, but this happens to white people like myself, all the time.

Eve Jankowski

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4:37 am EST

American Airlines luggages

As a customer, the customer is always right. From the beginning of my trip on 01/01/2019 ending on the 01/02/2019 starting from within the Oakland airport American Airline front counter clerk being threatened to be kicked out of the airport was presented onto me for no reason.

As a %100 U.S. Disabled Combat Veteran there should have not be any excuse of such treatment for which was presented onto me.

As a form of negative display, took place for no reasons for cannot be explained. Investing: clean, honest and legal tender as a loyal customer such actions as in regards to being threatened not only by the American Airline clerk in Oakland, and not to mention to be insulted at a bar in Phoenix Arizona at bar pub for an attempt to purchase customer service resulted in being threatened by the supervisor by calling the local Civil Authorities.

What was informed to me was that Civil authorities would be dispatched at once. If there was no compliance to the un-known for which cannot be explained, it became un-satisfactory Customer Service, and the customer is always right. To find my luggage with valuable goods within damaged goods defeated my financial responsibility along with proof of a line of credit along with the three Credit Bureaus as when it comes to multiple credit cards from multiple financial institutions.

Due to such poor Customer services, and including the damages upon my: All in-one Macintosh, Dell and e-bike resulted in the lost of valuable goods in the price of $1, 860.00 of miss-treatment upon technical assets possibly deriving from flagging such within a careless manner.

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8:32 am EST

American Airlines flight 2706 hav-mia 12-19-2018

When I bought my tickets for my trip to cuba AA agent told me that AA never have delays in their flights so I bought 2 tickets, on my w ay to Cuba I didn't have any problems or delay but on my way back from Cuba there was 1 hour of delay on the flight # 2706 Hav-Mia on Dec 19 departure time was on my ticket for 12;50 pm and due to 1 hr delay I missed my another flight #AA 376 Mia-Philadelphia causing big inconvenience to my family and my self for the delay and money that I had to spend on my trip, the AA sales agent told me that if I buy the tickets with 2 hours in between flights I shouldn't have any problems and that was not true, right now I am very disappointed with American Airlines and I am not the only one that have the same problem I will be traveling a lot in 2019 and 2020 and I don't trust AA.

Sincerely
Francisco Pedro Milan

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Update by FPeter
Dec 21, 2018 8:42 am EST

If you are planning a trip to Cuba with American Airlines, think twice due to always delays in their flights.

Update by FPeter
Dec 21, 2018 8:38 am EST

I don't recommend American Airlines to flight to Cuba

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3:24 pm EST

American Airlines in flight service

During our flight #1611 i asked the stuartist for a mimosa and he said "we don't offer that in coach." however, a person in the back of the plane ordered a champagne and an orange juice and was served.

Then before the plane was moving and before everyone was seated, i asked to use the restroom and the stuartist said i could not and that i had to wait until we were level in the air.

This type of treatment was uncalled for. My wife and i were pruplexed as to the actions of american airlines especially considering we don't fly with you often. I am not sure if they did not like that we are a lgbt couple or what the reason was but it was wrong.

PLEASE FEEL FREE TO EMAIL ME IF YOU WOULD LIKE. [protected]@gmail.com

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