American Airlines
reviews and complaints

On 1/24/18, I took an emergency flight home because my 7 yr old grandson became seriously ill. The flight (#5405) was to leave Charlotte for Ft Wayne, IN at 7:54 PM. At the time of boarding, passengers were informed that there was a problem but that it would be fixed within 10-15 minutes. However, that same announcement was repeated at least 4 times (for over 90 minutes!)

The plane was only half full and we were not able to board due to a "broken seat; a screw that needed to be replaced." The irony is that the seat was not able to be fixed, and the plane was going to remain in Ft. Wayne until the next morning. After a 90 minute delay, we were able to board the plane with the broken seat STILL not repaired. At the time we were supposed to be landing in Ft. Wayne, we were just boarding the plane in Charlotte---all due to a broken seat.

Needless to say, all of us were greatly agitated. Some passengers even remarked that this was typical of American Airlines.

I could understand if it was a mechanical issue. I was especially agitated because of my emergency.

I bought tickets that should have been 7500 miles each way. I noticed several months later ( before using the tickets ) I was charged 20, 000 points each way. I called multiple times to receive difference in credit, but was told many different stories as to why they could not do. Finally, an agent told me it was my problem, user error. After the trip, I received a survey and again complained about lack of ability to receive credit, even though all the agents admitted they could see I purchased 6 months in advance and the lower point charge was available.
The last response from customer service told me they would have been able to give me credit if I HAD NOT used the tickets!
Now, this makes no sense. The points were hard won, having spent a lot of money to have the credits. Still trying to get 25, 000 points back, the difference i the 2 charges.

On June 18, I purchased 4 first class tickets, record locator's YYWVHW, flight 2192 leaving LAX at 9:55am, arriving in MIA at 6:10 pm. I arrive from Melbourne, AU that morning on United Airlines flight UA99 which arrives at 6:40 am. I purchased a first class ticket to be more comfortable from such a long flight and to not have issues with baggage allowances. You changed my flight into the 8:30 am flight # 2600. This doesn't work for me since I need to go thou customs, pick up my luggage and then walk to your terminal, it just puts it very tight. I normally always fly on American, and used United this time because price was a large difference and have been an Advantage customer for many years. I'm upset because there is another flight at same time I had booked mine, and don't understand why they changed me to an earlier one instead of leaving me on flight with same time and additionally, the fact that I was purchasing first class seats! Today I spoke to a representative and then a supervisor, Michael, to see what they could do, but basically nothing but putting me in coach seats at the 9:55am flight or the following flight at 12:30. I understand there's no first class tickets available now and was told to be checking daily to see if anything opens up. I really don't have time to be doing this nor do I agree that it's the right way to handle this problem. I want to hear from you to see what can be offered? Could you arrange they pick me up at customs/baggage pick up and transport me quickly to the 8:30 flight and have my bags guaranteed checked in to board on plane? Please a hold of first class seats that become available on 9:55 flight, instead of me checking daily? I know my bags will weight more than what is allowed in economy? Please let me know, see what can be worked out and hopefully make me happy enough that Ill be glad I'm an advantage customer. I appreciate your help in finding a solution.

Sincerely,

Carla Benchlouch

I booked a direct flight from BDL to LAX last week. When I booked my flight I paid around $60 extra per ticket for a direct flight compared to an indirect flight. I did this specifically because I wanted a direct flight. Had I wanted an indirect flight I could have paid significantly less. Several days after booking my flight I received an email stating that my flight had changed, and I would no longer be direct. I contemplated purchasing tickets for the flight that I have been switched to prior to purchasing my original ticket; it was much cheaper than the direct flight. However, I wanted the direct flight, so I paid more. I called Expedia asking for compensation for this situation, and they gave me a phone number for American Airlines. I then called American Airlines, and they said they could do nothing over the phone and recommended that I email customer relations. I am extremely upset about this bait and switch; AA charged me more for a direct flight and then switched me to an indirect flight without any compensation.

I bought airline tickets from American airlines almost 3 months before my trip. I purchased tickets for myself and my boyfriend from dca ( airport) to fll- Fort Lauderdale (airport) on december 30, 2017, leaving from dca airport with a short stopover of approximately 44min at Charlotte (ctl airport) and with final destination Fort Lauderdale, arriving at 9:29 am.
My boyfriend and I have a program on December 29th in washington dc., rented car at dca airport, ticket to a skating rink and hotel booked near the airport due to that flight and the hotel is not refundable. On day 30 in miami, we will only have that day to stay in the city and we have a tour guide waiting for us at the airport, we have booked the hotel in miami on December 30 and that also is not refundable.
American airlines does not want to make a flight that works for me. I need to be in Fort Lauderdale or in the last case in Miami, December 30th in the morning, as I had bought my ticket and scheduled it.
The airline has made other flights available either on the day before (December 29th) or the day after (December 31st), but as said earlier it does not work for me, since I already have everything scheduled and reserved.
The company wants to propose the reimbursement of the ticket but I would have to pay for the new tickets, which give more than 100 $ of value difference to another passage of America airlines that works for me, leaving dca airport at 6am and arriving at 8 : 55am in miami or out of dca airport at 6:44 am and arriving at 9:39am in miami.
I do not think it fair with the client who has been scheduling months before to be responsible for the expenses of a flight altered months before the day, and that the ticket change affects my entire itinerary and is totally unfeasible for me.
I want a solution that I do not lose money for something that was not my fault and that I do not waste hours of my single day in Miami because of a campanhia fault that does not want to help and satisfy the client.

We booked hotels in Japan using Aadvantage rewards points for The Peninsula Hotel Tokyo and the Kyoto Brighton Hotel. Before going to Japan, I checked with the Aadvantage Department about reinstating my points if I needed to make any cancellations for the hotels. I was told I could even do this on the day of arrival. The Brighton Hotel Kyoto advertised that it had a swimming pool. Upon arriving at the hotel we were told that the pool is not at the hotel but at a university down the road. We left that hotel and called the rewards department with the number I was given by the representative in the Aadvantage department when making this booking. I could not get through. I was given the wrong number! I also tried calling about cancelling one night at the Peninsula Tokyo. When I called the US 800 number, I was told that the department that handles hotel reservations is closed on the weekends and Labor Day! How can a customer service department be closed? I was transferred to so many different departments and finally got to the right one. Over 3 consecutive days I spoke with Myra, Will and Lorraine. Each told me that they would check on it and get back to me. I had to reach out to them because no one called me back. In fact, when I spoke with Lorraine, she hung up on me!
I actually called the hotels about cancelling these reservations. I was told that they couldn't handle this and needed to contact the Aadvantage department. And now the Aadvantage department tells me that it is the hotels responsibility.
This run around is ubsurd!
I have spent hours on dealing with this, which has taken a tremendous amount of time from what should have been an enjoyable and relaxing anniversary vacation. I have been a loyal customer for over 30 years. This didn't mean anything to these representatives.
ALL I WANT IS MY POINTS TO BE REINSTATED!

Our plane was delayed 20 minutes, then 50 minutes, then 80 min, because as they said there was no air space. Ok. Fine.
Then we couldn't board because of some unknown technical issues they had.
After this w were said to leave the plane and forgot to mention that we should take something with us because we won't be able to return.
I'm happy I found another flight of a different airline without problems.

For an unknown reason, they changed my flight and found a really uncomfortable one that would make me wait for almost 12 till my next flight, though initially, I booked a nonstop flight and they had lots of alternatives to offer. I contacted them and my travel agency via phone and both of them send me to each other. So professional and not really misleading.
I had to cancel the flight they offered and booked another one through a different website and different airlines.

I don't know if AA ever reads complaints, looks like they don't.
But their service is a mix of two words: terrible and inappropriate. If you can never buy through them.
If you want to pick seats you'll have to pay for it, especially if the whole family travels with you. Because if you don't do it, your family will get separate seats all over the plane, and no one will care.
If you reach their customer service, please write here something about it then, because usually, it's impossible to do. I mean if you want to refund, the last thing they'll do is to actually refund.
Terrible terrible and terrible.

My flight out of DCA was delayed for 2 hours so unfortunately I missed my connecting flight out of DFW, SFO was my final destination.
That wasn’t my fault so I decided to just find another flight and approached a corporate to help me. This person was rude and probably didn’t know how to do her job. Another manager tried to help me, but he found a flight to IAD, even though I was going to SFO. Useless. I had to search for tickets through other sources.
BUT! My bags did not make the flight and I had to wait for about 12 HOURS to get them! That’s the main issue. So I cancelled my flight to SFO because of that and lost money.

What was the problem to give me my luggage hours earlier? Why you can’t work a little faster?

I will never travel with your airlines. NEVER AGAIN!

My husband and I have to travel for business. They cut back the Tyler, Tx flights and the Longview flights. We now have to drive two hours to Dallas. The only good part of that is that almost every flight we have taken this year has been severely delayed or canceled. Tonight's flight from Atlanta to Dallas was cancelled after we sat on the plane for two hours! They then deplaned us and even with platinum status gave us the run around. Seems the gate agents are tired and will not speak to anyone either. Now we have to go to Miami find a hotel and then proceed to Dallas. BUT WAIT...our flight to Miami is no where to be found. It is boarding in a few minutes but it is not here? Agent on the phone gave us a "oh well, it is what it is?" Really? Called back and they said all agents busy, we will return your call in 30 to 40 UGGGGGGG The good part is since we are driving to Dallas we will fly another carrier in the future, just need to restart our status. So sad for American Airlines where we spent thousands of $$$$ each year. -

Last night the 29th July 2017, was my fifth flight with air new zealand within 40 days.

It surprises me that last night was different that some flight attendants were discriminate people if I can say the right word.

Anyhow, I hope that the response I got from one of the flight attendants was made on good faith.

I sent a mail to crew and asked what time is kitchen opens and I received no respond.
Few minutes after, self service online was opened up for people who wants to buy something. I made approximately $12 purchase but I still needed more food. When I got back on screen, only sandwich is another option but I needed hot food. So I mailed the crew again if theres left over of meals like curry and rice that I can buy. No one responded to me. Then I saw this other flight attendant stood like 3 meters away from me and then I asked her if the mail on screen works.

Sadly this is what she said "oh is it about a meal that you want to buy?" I said "yes please". She replied "umm there are left overs but unfortunately they are not available for purchases".

What would you do if you are a shy sort of customer and you did not want everyone else to know what you asked for?

I dont know what your answer is but I CONSIDERED IT OFFENDED, I felt embarrased and offended.

My concerns are:
1. Why didnt someone responded to my mails ?
2. Why didnt someone just come and whispered to me if its a requirement that left overs are not allowed to be purchased on the plane instead of talking to me from like 3 meters away and let all other passengers knew that I asked for food?
3. Why didnt I offered a lolly before the plane lands?

Of course I dont travel first class when I travel, but I am another human being just like everyone else on the place. I do feel embarrased and offended too when I am not treated with respect like everyone else. I dont mind if its true that left overs are not available for purchase but I do mind my rights to keep my infomation and all my needs confidential. I do have the right to treat with respect and equally just like every other human being whether white or brown big or small etc...

One of my flights within the last 40 days, there were four of us all dependent on me including one adult and two dependent kids. Three of my flights was included another adult who I paid for. Two of my flights was just me. Isnt that enough to be treated with respect on the plane?

Air New Zealand airlane serves most of my families travel to and from. It is fully trusted however, what happened last night was inappropriate and I would consider this matter seriously if I manage the staffs on plane.
Who knows how many other air new zealand passengers who treated the same way I was treated last night but couldnt voice their concerns?

Its inappropriate and it made my trip last night uncomfortable.

American Eagle flight out of Fayetteville, NC airport to Charlotte, NC on 3 July, 2017 was delayed several times and then finally canceled. Rebooking could get me to Charlotte, but by then there would be no flights to Charlottesville, Va. which was my final destination. Went home and tried it
again on July 4th. Everything went quite smoothly.
July 6, time to go home. Charlottesville to Charlotte flight delayed an hour thus causing me to miss the connection to Fayetteville. I was then booked
on a flight leaving at 7:29---a 3 1/2 wait in Charlotte. But, oh well. Landed in Charlotte at 4:09. By the time I walked the E Terminal corridor, the flight was now delayed until 8:15. Walked to the center of all terminals and the flight was now delayed until 8:45. By 5:00, it was listed as leaving at 9:35!
Rented a car in Charlotte and drove to Fayetteville airport to get my car. Was home by 9:15. All this after having paid over a thousand dollars for
First Class ticket. Gate agent says delays are weather, pilot says it was mechanical. Would love to know what the excuse was for the last flight!
Not asking for anything as I see from other comments it wouldn't be forthcoming anyway. Just reporting that AA is a nightmare and I will fly around Casey's barn on another airline before I use them again.

6/15/17
SAN>CLT
there was a mechanical issue and we couldn't take off until our paperwork matched paperwork in philly and Texas
Waited and waited until they got the paperwork right and signatures
Missed my CLT>ILM connection and was booked for the following morning with no compensation for hotel, food, or transportation
Had to beg to get on the next flight to ILM
Landed at 8 instead of 5 and missed early Father's Day dinner

6/16/17 get a call from my mother in Connecticut that my uncle/godfather passed away
Frantically go to change flights with my sister
We both flew American, her flight change costed $200, mine was $742. We were horrified with your lack of bereavement policy and the extra charges to book flights over the phone when online was not working.

6/19/17
Get on flight from ILM>CLT
Flight is delayed
Land in CLT minutes before our connecting flight's doors shut
Sprint through the airport, having asthma attacks, to make it to our connecting flight on time.
Sit on that flight for 2 hours while a "quick fix" turned into a really really big problem. We deplaned, they didn't have another plane. Flight was cancelled. Work with a counter lady for over an hour to rebook us. She tells us my sister is confirmed on a flight to another airport in New York but I won't get on. Every time she tried to book me for another flight she says she got a seat and then oops that seat was already taken. Finally gets me confirmed for a flight in a few hours. I wait on standby for the flight my sister is on, quickly get bumped from number 4 on standby to number 12.
My sister sits on that flight for over an hour but they can't fly into New York, they also can't deplane so even if I can get on my flight, she won't be able to make it with me. Then my flight was cancelled as well as hers. American Airlines callback time was over and hour and so was the customer service line. Desk agents weren't able to change where I would fly into. We finally get onto a flight that would take us to Hartford, not ideal but we'll take it. When we're about to land there's an announcement "we can't land at Bradley, we'll either fly into providence or Boston" every flight attendant after that followed their announcements with "wherever we end up landing"
They tell us Boston.
So we start booking our Air b n b, at this point my sister's luggage is stuck on the plane she deplaned in CLT. My bag is on our plane.
After not deplaning and sitting on the ground for an hour, we book our air b n b and transportation
Then they tell us we will deplane for 30 minutes then get back on and go to Hartford
We're allowed to stay in Boston if we'd like, but they won't take my bag off the plane for me.
So here we are, just the clothes on our back, traveling and miserable with multiple mechanical failures, delays, and cancellations on day.
We decide to stay with my bag. Our uncle spent over 4 hours at the Hartford airport waiting for us, since that flight would have gotten in at 6 pm. Our original flight would have gotten into westchester at 1:23 pm. As if coping with a death in our family and not being able to get to our grieving mother wasn't bad enough, 9 hours of delays? Just to get from North Carolina to Connecticut?

Fast forward to today, 6/21/17
PVD>PHL and PHL>SAN
Excited to finally get home! No weather problems to cause any delays. Would be nice to have just one day without travel issues.
Wasn't able to check in online after multiple tries.
Go to the airport, go to self check in, receive an error that tells me to go to a desk.
The agent looks concerned and says "you've had some flight changes, huh"
"Some would be an understatement I said."
"Well it looks like there's been an error with all these changes. I think I can fix it though"
Perfect, I'm not confirmed for my flights today.
"So, there's a small glitch, you don't have a seat assignment but go to the gate"
Great.
Thankfully I'm getting on this flight and praying there's no more delays/failures/or misery

The flights costed me $1400 and I am not satisfied with even 1 of 7 of them. Not to mention all the extra money I spent on food and transportation.

If this is not settled, I will never fly American Airlines again and I will make sure everyone I know and my social influence circle of 30, 000 followers knows exactly how I feel.

I bought tickets for me and my son to go to Brazil in Jun 12, with a stop in Mexico City (reservations QBCCXB and PPKNZQ). I noticed that my son's passport was expired, so I called American Airlines and asked if it would be a problem because we have a stop in Mexico City. The operator said that would not be a problem, neither to board in US nor to board in Mexico. She said that I only need to present his birth certificate.
Last Monday, Jun 12th, we arrived at Kansas City Airport to take the first flight to Dallas two hours before the flight time, and our problem started. A American Airlines agent in the check-in said that we cannot take the flight because the expired passport. I explained that I talked with an AA operator and she said that I only needed to show his birth certificate. She replied: "she gave you a wrong information." I said: What? It is not my fault, and if you are affirming that a AA operator gave me a wrong information so is your company fault not mine." The women was not prepared to deal with client, she did not know what to do, many times went to the office to talk with the supervisor. She asked me if I bought two different reservation because was cheaper. It was rude but I explained that initially our intention is to stay 3 days in Mexico City with friends. It took 2 hours, I asked her to link the reservation so we can justify at Mexico that we are only doing a fast stop there. She denied. I was very stressed because I have an important doctor appointment in Brazil because I am sick and I was with all recorder did by American doctors. I explained everything to her but she was very rude and said that could not called her supervisor. Then, the supervisor appeared and I tried to talk to her but she rudely ignored me. In the end the agent sold me tickets to Miami for $1200. When I arrived in Miami, the AA agents there in 10 minutes helped me and we could take the flight to Brazil. I want the punishment of this MCI agent and the refund of the tickets she pushed me dishonestly.
My AA frequent flight number is 826HXN8 and my son 924HXN2.

May 1, 2017, My wife purchased two tickets to Dallas, Texas for my daughter's wedding. "record locater: GVQWNU" She could have sworn she did it right, but, when we got our confirmation on June 12, 2017 through an email, it showed that we were leaving on Oct. 6, 2017 and we're to come home on Oct. 9, 2017. But we were suppose to come home on the 8th because of employment on Oct.9. So, my wife called American Airlines and was told it would cost her an extra $400.00 to change the ticket, even though there are seats available on the 8th on the same plane! The rep. said that are tickets are "voluntary change fee" and restricted fares with charges for changes! So, I sent an email to customer relations at their website to plead my case and I received email back from a Charlene Martinez from Reservations that stated the same talking points with no give or take! I didn't "volunteer anything. The cost of the wedding is enough never mind the $400.00 fee or missing a day of work!. I think they make enough money, especially through baggage fees. I/we will never fly AA again unless this fee is waved! Also anyone I know, will know!

Record locator PEVZLF. Two senior citizens traveling from Cancun to Charlotte, NC on June 7, 2017, flight 888, scheduled to leave at 415pm. Our plane was late coming in so we didn't leave until approx. 635pm.
Arriving in Charlotte we went through customs and went as fast as possible to flight 2015, leaving at 1035pm. We got to the gate as they were boarding some passengers & stopped with us because we arrived at the gate at 1025pm.
QUESTION? Why didn't they wait for us, along with at least 4 other passengers? They had to know we were coming! We felt our 50th wedding vacation was great until that one minute made a difference.

I recently booked flights and flew with AA with my son. I called AA customer service to inquire about my 6 year old son sitting next to me. I was told by 2 CS reps that I needed to go to the website to purchase premium seating so that my son and I could be able to sit together. I asked the rep if AA did their best to ensure that a minor child would sit with a parent for flights that I had already booked, and she said there is no guarantee that I would sit with my son. So, I went on the website and spent an additional $160.00 to ensure that my son would be sitting with his parent. The CS was rude and less than accommodating, and I told her that. I asked her why she was giving me such a hard time, as I was a customer...she couldn't answer that. I then called CS again for the third time and spoke to a man that was actually really nice to talk with. He told me not to file a complaint before our departure, but to do it when returned so that our seats on the flight were not forfeited. He told me that AA does their best on all flights booked to ensure the child would sit with their parent. I am filing a complaint for a refund of the additional money I had to spend to purchase other seats due to the initial CS rep. stating that is what I HAD to do. I also spoke with another CS rep. after her, and she was just as nasty. The CS reps. need more training. I should never have to call CS anywhere and be treated like I was treated...not the mention the reps had no idea how to answer any questions! One of the stewardesses also got smart with my on one of our flights home from Mexico to Pittsburgh on 6-1-17. My son was drinking his last swallow of water, and she stood in the aisle with her hand on her hip because she had to wait three seconds to collect the garbage! I am pretty upset, and am definitely considering switching airlines when we fly in the future! I have been using AA now for 5 years! Appalled!

Customer: Cesar Chamochumbi Mori
Flight Date: March 17, 2017
Flight Locator: DZRYGC
Flight Number: 2365
Destination: Miami, FL to Santiago, Dominican Republic

After extensive delays at the airport the flight was ultimately cancelled and we were lodged at a hotel overnight (after waiting over an hour on line for hotel voucher)  The agents were very rude and not very hospitable.  After additional delays the following day the replacement took off.  This extensive delay resulted in loss of a full day of vacation and was extremely inconvenient. I was travelling with my sister in law and wife,
Aurora Chamochumbi, Maxima Finn, Joanne Strader, Maria Rodriguez and Rosamaria Solórzano.
 
I also need to mention that the same thing happened same time last year. Same flight, travelling to the same destination. Unfortunately, I was not compensated for my loss, although  I was travelling with Rosamaria Solórzano, Maxima and Milton Finn Joanne and Darrell Strader and they all received vouchers in addition to miles for those that are advantage members. 
 
I respectfully request full refund for this flight and additional ticket to make up for the inconvenience.
 
 Thanks You.
Cesar Chamochumbi Mori

Trip Date: Marc 17, 2017
FL confirmation: VWFUIK
Fl # 2365
Destination: from Miami, FL to Santiago, Dom Rep

After extensive delays at the airport the flight was ultimately cancelled and we were lodged at a hotel overnight (after waiting over an hour on line for hotel voucher)  The agents were very rude and not very hospitable.  After additional delays the following day the replacement took off.  This extensive delay resulted in loss of a full day of vacation and was extremely inconvenient. I was travelling with my sisters, Maxima Finn, Joanne Strader, Maria Rodriguez and grace Arrieta.
 
I also need to mention that the same thing happened same time last year. Same flight, travelling to the same destination. Unfortunately, I was not compensated for my loss, although  I was travelling with Rosamaria Solórzano, Maxima and Milton Finn Joanne and Darrell Strader and they all received vouchers in addition to miles for those that are advantage members. 
 
I respectfully request full refund for this flight and additional ticket to make up for the inconvenience.
 
 
Thank you!

Rosa Maria Solorzano
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