Insult to injury is the best way to describe the experience. AA was delayed departing ELP. So anticipating issues with my connection in Dallas, I asked attendant for assistance. She replied she couldn't help me, she did not have the "app on her phone." So customers were left to help each other. Our flight arrived on time but were made to wait for a gate, and we missed our connection. There were no attendants at the gate to help reschedule passengers. The attendants at the next gate were as helpful as the absent attendants. The male offered to book us on another flight to DSM, my destination, in 2 days or would fly me to another city. When I explained that was not helpful, he threw his arms up in the air. He told me to call Customer Service if I was not satisfied. I went to the ticketing area and was informed that secondary to the pandemic, workforce reductions prevented the airline from assisting passengers in a meaningful way. The attendants on the flight did not provide connection information. I had to ask them to make an announcement to allow passengers making connection to deplane first. No one held our flight for us No one was able to re-book us on another airline. No one cared. I assumed responsibility for finding another flight to DSM the next day from the other Dallas area airport, arranged an Uber to LoveField area and booked a hotel room for the overnight stay. I called Customer Service and learned that there had been an airport malfunction and I was entitled to some compensation. I submitted my complaint on the website as directed and received a generic response. I was informed that AA is not in the habit of compensating passengers for those fees. They did not accept responsibility for the delay they created and essentially they wiped their hands clean of the situation that they created for me. I could not in good conscious recommend someone I liked fly AA. Walking to your destination would be better.
Literally the worst airline to fly with. Even frontier is better than them at this rate. The flight was packed full during the current pandemic while everyone else in the country is forced to follow strict COVID 19 guidelines. It’s insane how airlines like American get away with squeezing everyone in with zero consequences. Not to mention the flight attendant told a passenger that they needed the spaces seating (unlike the paying passengers) in case one of the attendants “got COVID” within the 3 hour long flight. Mind blowing.
For starters, instead of checking the weather and covering the luggage, they allowed an entire cart of luggage to sit out in the pouring rain, uncovered, while on our layover. We got to our destination with all of our clothes soaking wet. The flight attendants were the only polite employees we encountered but that is only because we rarely saw them. The pilot was silent most of the flight, gave very few updates on our location or turbulance we were about to encounter, which I suppose is more of a luxury than standard operating procedure. BUT the icing on the cake was flying out. Trying to get our bags checked. We could not check our bags without all of our party there, one of our party was turning in our rental car. The kiosk was not working and when we did get everyone together, even though we were still an hour early for our flight, we were told we missed the cut off to check our bags and the check bag attendant said "i don't know why yall were just sitting over there not checking your bags in". Almost everyone we encountered on our travels with American Airlines were the rudest and most careless people. We will hopefully be changing to a different airline on one of our two layovers.
Customer service was VERY rude. I explained I had never flown with am infant before and she made me feel quite stupid honestly. I am very appalled and will probably not use American airlines again.
The flight was totally packed, no distancing during boarding and none on the flight. I was not comfortable during this flight.
We are military family and my husband is currently deployed. I'm 5 months pregnant was flying with 2 small children- 9yo and 2yo. When we got on our plane it was max 20% full and when I asked if we need to be seated at our seats female flight attened advised us to take any seats since plane was pretty empty.We moved closer upfront in th economy and picked seats. In a minute male flight attended came and screamed to go back to our original seats. When I tried to explained that we were directed by another flight attended to pick any seats since flight was pretty empty he said that He will ask us to leave aircraft if we won't do what he wants. We got our luggage and went back to our original seats, he kept following us asking if we want to leave aircraft. After we got to our original seats and got everything in place I was seating in my assigned seat in shock holding passports and tickets in my hand. He flew to me, grabbed ticket out of my hand and screamed that he needs my tickets to report me for not following his directions. Passengers in front were in shock and advised later to talk to the captain. From all the stress I started feeling sharp pain and called flight attended for help. I had sharp lower abdominal pain and flight attended had to get a nurse to check on me. Worse experience of my life. This older man who operates on flights USA/ Germany, speaks German,blue eyes should not be working there, extremely rude and unprofessional. He made the whole flight miserable, and he knew we are military family.
American Airlines On 8/16 (my birthday) I had a flight from Phoenix, AZ to Cabo San Lucas, MX. Per usual I left about 2 hours early for my out of the country flight excited to catch a flight with my favorite airline. I even had a “it’s my birthday” shirt on. I have global entry which includes pre TSA (it was on my virtual boarding pass as well). I arrived to the airport (PHX sky harbor) and went directly to the Pre TSA line skipping the long line. Unfortunately, It was there I was told by TSA I would have to get into the regular line as I did not have pre TSA. I was so confused! It also was no longer on my virtual boarding pass either. Something literally changed from the time I got in the line, to the time I got to the agent. I was completely embarrassed. I had to leave the pre TSA line and go to the back of the regular line. A few moments later, my father (Jerry Coker) who was out of breath joined me in the line. Yes our names are very similar. He explained to me he had just been inconvenienced as well. When he & his wife arrived to the airport earlier he was told by TSA his ID and boarding pass didn’t match and he would need to go back downstairs. Please note my father has had 2 knee replacements so this was a major inconvenience and discomfort for him as the check in desk is downstairs at the PHX airport. He literally had to leave the line and go back downstairs to retrieve his correct boarding pass. He found out the agent had checked me in again (I had already checked in on the app) & given him my paper boarding pass when checking in, (this is when I realized how my pre TSA was removed). This was a huge embarrassment and inconvenience to the both us. While I do understand our names are noticeably similar I expect better attention to detail by an American airline employee. This is also a huge security concern. In addition, we could have missed our flight due to an error on American Airlines part. This caused major delay as we were unable to grab coffee and use the restroom prior to our flight due to this huge mistake, we were literally rushing to our gate to catch our flight. The story gets worse!! while in Cabo attempting to check in online on 8/17 (24 hrs before our flight home). I received an error stating I had to see an agent at the airport to check in as my name did not match what was in the system. I quickly realized once again American Airlines could not decipher between my father and I. This really inconvenienced us. Due to not being able to check in online myself and my father were given separate seats from our spouses, and I was unable to get my window seat that I highly prefer. In traveling to over 22 countries (majority with American Airlines), I have never not had a window seat. My flight to LA was so uncomfortable. I would like this incident looked into and I would love to be contacted about what is being done about this huge inconvenience to my family and I. As you could imagine this was in no way the customer service we expected to receive when flying with American Airlines for our first joint trip out of the country for our birthdays. What was suppose to be a lovely birthday trip turned into an airport fiasco. We were embarrassed, inconvenienced & most importantly uncomfortable! Wait there’s more!! My connecting boarding pass from LA to PHX said Alaska Airlines. I was utterly confused. However, when we got the LAX we proceeded to Alaska Airlines believing something was changed. We walked from the Tom Bradley terminal to terminal 6 (please look up how far apart those terminals are). We walked OUTSIDE for this duration only to find out once there we were indeed with American Airlines and had been given the incorrect boarding passes. We literally almost missed our flight. No exaggeration, we were walking around LAX for 40 minutes LOST and had to go through TSA once again although we had connecting flights. This has got to be thee worst flight experience I’ve ever had. I am very displeased and would like to contacted immediately as to find out how this happened. I am interested in going to the media as this messed up my trip. How could this happen? I have my global entry number as well as my booking history to show I should’ve been pre TSA. I also have a paper boarding pass provided to me by AA that says Alaska. To top this horrific experience off, when I got on the plane they asked to check my bag as the plane was small, when I got off no one could find my bag. 10 minutes later we found out someone checked it and it was at baggage claim. I was told it would be waiting when we landed. It wasn’t!
The CSR at the airprt informed us that by booking economy what did we expect other than poor service, she stated you get what you pay for. Our flight got changed and it caused us to miss our connecting flight so we were told we could change flights for no charge so we wouldn't miss our flight, at the airport they wanted us to pay 1800.00 because when we called the nght before the CSR didn't complete the change and somehow that was our fault. We were told that we needed to learn a lesson, arrive earlier than 2 hours before your flight, do not buy basic economy, don't be cheap, etc. We were on our way to see our first grandchld and the amount of disrespect that we were treated with with was uncalled for. In this time where there is a pandemic and people are losing their jobs and some do not have food, an airline decides to call you cheap since basic economy is what you can afford. The flght home the stewardess complained loudly of the "black male" requests of water with ice and that she was not their slave. She felt that she was a babysitter often on the flights and that they should have common sense. She focused on getting the phone number of the male passenger in first class and ignored requests from any females. We were told we could use a voucher to pay for our luggage and hen told that the 3 American Airlines reps that said that were wrong, we had to pay out of pocket for the luggage. We contacted american airlines numerous times to have these issues addressed and their anser each time was that they would forward the behavior and comments to the proper people as a tool to help in training. American AIrlines has proved that they condone rudeness disrespect and racial remarks.
I am AA's highest elite level, so I fly a lot on them. I am extremely frustrated by the lack of service on my recent flights. I had been offered beverage service in First Class on recent flights. This flight was over 2 hours and they did not provide any water or snack to anyone on the plane. I have had the bag with a tiny water bottle and pretzels offered on previous shorter flights. The flight attendants litterally stay seated for the flight and do one trash run before you land.
It was a terrible experience using AA. They held us on the plane for a hour and a half while maintenance was being done with no A/C in Vegas at 110 degrees. Then almost made me miss my next flight. Then get home to find out my bags didn't make it. Dont think I'll ever fly AA again.
Insult to injury is the best way to describe the experience. AA was delayed departing ELP. So anticipating issues with my connection in Dallas, I asked attendant for assistance. She replied she couldn't help me, she did not have the "app on her phone." So customers were left to help each other. Our flight arrived on time but were made to wait for a gate, and we missed our connection. There was no attendants at the gate to help reschedule passengers. The attendants at the next gate were as helpful as the absent attendants. The male offer to book us on another flight to DSM in 2 days or would fly me to another city. When I explained that was not helpful, he threw us arms up in the air. He told me to call Customer Service if I was not satisfied. I went to the ticketing area and was informed that secondary to the pandemic, workforce reductions prevented the airline from assisting passengers in a meaningful way. No one was able to re-book us on another airline. No one held our flight for us. No one really cared. I assumed responsibility for finding another flight to DSM the next day from the other Dallas area airport, arranged an Uber to Lovefield area and booked a hotel room for the overnight stay. I called Customer Service and learned that their had been an airport malfunction and I was entitled to some compensation. I submitted my complaint on the website as directed and received a generic response. I was informed that AA is not in the habit of compensating passengers for those fees. They did not accept responsibility for the delay they created and essentially they wiped their hands clean of the situation that they created for me. I could not in good conscious recommend someone I liked fly AA. Walking to your destination would be better.
Not sure how they use the word “American” in their name. They claim to follow CDC guidelines, but allow masks proven to be to increase spread of virus (those with valves, neck gators), fill every single seat, don’t seat households together unless pay extra, allow people to keep masks off with water bottle they hand out sitting in front of them (the whole flight). Then the intercom recommends 6’ distance as you leave plane. Profit over people. This organization lacks integrity.
I wish I could give 0 stars. The absolute WORST customer service. Had me stranded in OKC TWICE. Cancelled flight two times, resulting in wasted time, wasted money on ubers and hotel rooms, missed work, frustration, cat being left alone for longer than expected and my husband ALMOST missing a surgery. I WOULD NOT RECOMMEND. NO reimbursement for any additional expenses incurred from their cancellations and incompetence.
I am getting ready to board my flight and the gate person says we are ready to take off. I ask the if they are going to just sit us on the runway for a few hours due to weather because I don’t want to do that with Covid 19. They promise they are a go for flight. I say okay. I get on the plane they close the doors and immediately say we are grounded. Thanks for the straight lie and lack of accurate communication American Airlines. The lady sitting next to me has been hacking up a lung for the last hour!!! Maybe I’ll send you our family doctor bill.
Our beautiful flight attendant made this a flight to remember. She was friendly, informative and could not do enough to make our flight enjoyable.
Just flew round-trip to Chicago to Jacksonville Florida. Plane was packed. No social distancing effort. Extremely disappointed and dismayed.
American Air are filling every single It is ridiculous. Planes are packed to capacity. The service is non existent. No rules are being followed by this airline. Book another airline.
I see all of these reviews complaining about American Airlines not doing enough to make sure everyone social distances, that’s not my issue at all. I know it would be almost impossible to stay 6 feet apart in an airport or on a plane. My problem is that I booked my flights several months ago. They rescheduled my direct flight so that it included a layover. The layover was so short it was very difficult to catch the connection. Especially coming back through customs. My daughter’s flight was cancelled and I had to call 3 times to get that straightened out. We weren’t offered water as they said it wasn’t loaded because of a storm. I’m missing one of my bags! It would be 4 hours of driving for me to return to the airport to get it. Now I guess I wait for them to have it delivered. American Airlines was definitely NOT a very good travel experience!
Excellent flight. Took initiative to have wheelchair assistance for me on arrival. Attendants made sure passengers were compliant with masks.
I flew out of LIT and had to fly all the way to CLT before going back up to DSM so that was kind of annoying. Over all the flight went good. The staff was super nice about everything. There was absolutely no social distancing and the planes was packed as full as they could hold but they enforced the mask rule hard core so hopefully that helped. It was rather uncomfortable planes and no drinks or any form of entertainment (except this cute little blonde that was sitting near by lol) idk I will probably use them again but if possible will use some other airline.