The counter staff seemed to be moving efficiently with the standby customers. None of them seemed agitated. When boarding was announced, we made it thru without problems. The staff on board were professional and moved down the aisle at a good rate to serve us all before the flight ended. This Albuquerque American Airlines is solid. read more

The customer service is horrible the lady's at the front desk are people who do not care about their customers and they don't wear badges or name tags or have any supervisors on duty that you can talk to in case of an issue or an emergency. Very very bad. read more

My plane landed at ABQ a little early. It was not able to pull up to the gate because there was no ground crew there. It turned out that the ground crew was servicing a plane that had landed earlier. Instead of coming over to guide our plane up to the gate, they continued working on the other plane for HALF AN HOUR until they were finished while a full plane and crew waited. This was unacceptable. I will not fly American again! read more

Just like any other airlines, it is slow moving. Check Anna was OK and I had no issues and it was not a late flight, which was good.

Baggage damage not recognized. Huge dent and they don't cover scratches and normal wear and tear. read more

American Airlines - The corner of my suitcase - Airlines Near Me - Albuquerque, New Mexico

Not like it use to be. First class does not get you drinks before you take off. There is nothing welcome to American Airlines. #badservice for American. Maybe I'm spoiled by other airlines where they do care and do take care of you. Flight was easy and on time so I'm glad. read more

Amanda at Albuquerque New Mexico airport is the best representative worker for America airlines I recommend she get a raise and employer of the lifetime reward Meghan Hatley I flew American airlines from Albuquerque to Memphis on March 11 2025 she was a life saver and bought me a pet carrier for Hymmie Ripley to fly with her own debit card so sweet read more

American Airlines - Airlines Near Me - Albuquerque, New Mexico

Military code? When they announce early boarding of active duty military with valid ID and I move forward to board it's never been an issue in my 36 yrs of active duty service. Today the rep told me that I was in the wrong group to which I noted my military ID as she announced a minute earlier only to be told I needed a military code. She held up the line to have the desk rep add a code in the system for me. It was quite embarrassing. To make matters worse my wife followed and the agent made her check the size of her bag despite it being the same bag she brought IAD-DFW-ABQ three days earlier which stored easily in the overhead bin. The point of carrying on was to avoid it not making the short layover during our connecting flight DFW-IAD. I don't know if this rep was having a bad day but she definitely put a damper on the start of our day. AA159 from ABQ on 13 Oct. This could've been handled better. read more

First, my flight was cancelled and I was not told. With prodding, I got the desk person to look up another flight so that I could connect with an overseas flight that had been moved up by over an hour. Funnily enough, it was available only because it had been delayed by three hours. Naturally, my bag did not get tagged all the way through. I had to wait for it in bag claim and go back to the desk only to be told that I needed a different terminal. There, the desk was unmanned - dark and deserted. I ran the length of the terminal to find another, manned desk and was the last to check in. At my destination, no bag. I left phone and email plus the phone and address of my host. Nothing. I tried to call back the following day but every number on their website was a dud. Online, I found my bag had arrived but still no notification. By calling the nation's capital, I found I'd need to pick up the bag myself. Ugh. Luckily, a gentleman in the international terminal there knew that we needed to go outside the terminal to an office going by the name Swissport. It was unmanned and no telephone was visible. Our guide tapped someone to unlock the door and amid three or four dozen bags was mine with a note saying that they'd tried both phone and email. Lies! And, while I showed ID, I don't think the key holder would've cared had I taken several other bags. My return trip again had me scrambling to retag my bag at customs because American couldn't bother to tag me through. I understand that I needed to go through customs but normally I'd then give my bag back to the handlers. Nope. Not with these guys. I won't be using them ever again. read more

So I was on a multi-stop flight on American Airline with a stop in Chicago O'Hare Airport and final destination at Albuquerque Sunport Airport. I had an Olive Oil metal container that was properly/ packaged/boxed and labeled "Fragile" &"This Side Up". At my first stop, Chicago, I located my item at the Oversized Luggage area, and all was good. At the final stop, Albuquerque, I was shocked to see my item showing up on the revolving belt for regular luggag, where it had flipped on its side and then up side down. By the time I picked that item, it was leaking really bad. I talked with the American Airlines At the airport to start the process of a damaged claim. Instead, he directed me to a QR code in the luggage area to start that report and wait on American Airlines email, so I did. .I got an email later on that day to take that item back to the airport to be further reviewed. I get there, after having to pay $20for parking, the attendant at that time said that I did the right thing, but there was no further review needed by him. I showed him the email but he said that was a standard email generated by the system and just to wait on American Airlines response. After two days, the status of my claim was rejected because no review at the airport was done. I sent another review request to be closed abruptly and quickly saying that Perishables are not covered by American Airlines liability insurance and now I am out $400. Why would they accept that fragile item and charge me for an additional piece of luggage for it if it was not covered? Why they did not disclose that before accepting the payment? I also asked them if the "liability insurance" covered actions of inexperienced American Airlines luggage handlers, and still waiting on an answer since 08/04/2024. I have been flying American Airline for over 20 years, and now I am more convinced then before that American Airlines is very bad airline carrier. I will never fly with them again. BTW, the one star review is generous to be given to my review, but the system does not allow for no star review. I REALLY WISH AMERICAN AIRLINES WOULD GO BANKRUPT OR JUST SIMPLY CEASE TO EXIST. #BankruptCrookedAmericanAirlines. read more

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If there was 0 stars I would rate it lower. Check in staff was rude, seats were uncomfortable, flight got delayed multiple times. Hate it and never would fly this airline again. read more

On March 10, 2022 we were flying from San Antonio to Miami on flight 1604 continuing on to Barbados where we were meeting friends to begin a week long cruise on a Silver Sea ship. We were deliberately traveling a day prior to the cruise to make sure we made the ship. We backed away from the gate and then immediately returned because of a "red light" that wouldn't "go off". While waiting for this to be fixed I repeatedly got notifications from my American Airlines app that the flight was. Wing delayed. After thirty minutes I rang for the waitress to find out what was going on. She said the captain would make an announcement. He did, the flight was cancelled. Go to the ticket counter to get new flights. American Airlines couldn't get us where we needed to go in the time we needed to get there. They wouldn't give us our luggage until we cancelled our trip. I had insurance so we cancelled the trip. I have been burned by American Airlines on three separate occasions with cancelled or missed flights. Delays, cancelled flights, mechanical issues and the people that are supposed to help are I'll mannered and. It prepared to help. They are also given no options because the company they work for doesn't give the, what they need. I'm flying to Puerto Vallarta in January on a non-stop flight and it's ready been changed. I anticipate it having at least another change or two. Thank goodness I also got trip insurance. My trip was ruined. Taking a bad thing and trying to make it better we went to Houston and went to the rodeo. read more

Waited in line at baggage check for 10 minutes then told we were 5 minutes late to check bags. Made us take another flight 3 hours later. Horrible customer service. Horrible. read more

Did you think this is the review where I finally get my cookies? Nope. This is the prequel. This particular review has to do with a flight that I had from Dallas to ABQ. I have my issues with airplane companies but I'm typing out this review because if there ever was a bad first world problem flight, it was this one. This flight was from Dallas to Albuquerque. Again... I asked for cookies on this flight and they gave me PRETZELS. In my next AA review, it will be the flight where I figured out that AA was running a cookie-ring. Why they're running a cookie-ring all makes sense now. On to this flight... let's just list the issues: 1: I ask for cookies. They give me pretzels. 2: The air wasn't working on this flight. Okay... I don't ask for much but I prefer not to sweat. 3: It was night time! They kept the cabin lights on the entire way to ABQ. 4: Guess what happened when we were literally 5 minutes from ABQ? They come on the speaker and say, "We're going to turn the cabin lights off while we land" Thanks, guys. Thanks. 5: The last thing was the landing. I can deal with the variation of plane landings but this one was sudden, out of nowhere, and threw us all forward. That is all... next AA review is where I finally get my cookies! read more

I should have read the reviews. So what, I was a pilot for 38 years! There's just no excuse for employees poor attitudes towards the public. Nah!! I'll only fly the friendly skies!! read more

Worst experience with AA ever! Would give zero stars if I could lol.. Alright where do I begin...I was out in New Mexico for a family vacation, and this is the flight back to Phoenix. The airport was fine, no problems there. The problem was with flight 2107 from Albuquerque to Phoenix. All the flight attendants seemed friendly, so I was surprised when one of the older male flight attendants was unreasonably rude to us when we were finding our seats. It all started with three people (friends/family I assume) sitting in wrong seats just to sit together. I understand wanting to sit together, but at least have the courtesy to ask to switch seats? Anyways, this flight attendant saw them sitting together and decided not to bother them, and instead instructed the lady assigned to one of their seats to sit in the row ahead of the 3. Then he tried to sit my mother down in that same row, but with a NASTY attitude. At this point we started arguing with him, saying that the 3 friends were the cause of all this and his attitude was terrible. I believe he had RACIST intentions. The people he told to sit in the row in front were all POC. Overall he just seemed to hate his job, and it really showed when he was talking to us. I will never be flying with American Airlines ever again. read more

This has been a horrible experience with company not the personnel. I had tickets to Hawaii first class. The airplane was broken at the ramp for hours. No big deal that is to be expected from American airlines; however, they re-booked my gf and I. Downgraded our tickets and seated us apart. Their process to recoup your money is a feat in itself in my opinion. I recommend looking into other airlines with friendly processes when they screw up their processes. Happy travels everyone! I hope this helps. read more

This location attends to basic customer needs, but that seems to be where this American Airlines spot stops. The counter areas were clean and clutter free. The kiosks were operational. The boarding transaction was problem free. However, when an airline customer is at the ticket counter and asks which gate the flight is at as they are checking in luggage, the incorrect response would be "walk that way and to your right". There were multiple gates--which one? So the question was asked two more times, as the boarding gate number seems like relevant information. Unfortunately, that information seems very hush hush, because the customer service representative repeatedly refused to depart with those particulars. As far as the tone of the interaction, staff seemed civil. There were some signs at check in that were unclear which led to a couple of people standing in the wrong line for a bit. read more

We had a great start to the trip but then a valve was stuck. We were removed from flight 2934 due to maintenance. I called the number 1-800 843-3447 which the gate agent told us to use. Erica transferred me to flight 189 with two other passengers. I waited in line to get a new boarding pass then the rude gate agent said they did not have a reservation for me to move on. No help me redirect nothing. No extra personnel came to assist with their issue. No one helped. Now three hours later I can't get my bag from the air craft. I am driving home to Dallas instead of trusting an airline here in Albuquerque. Wow it's just been one of those trips. I really expect more from American and this is why I almost alway fly southwest. Either way we will be in Texas as soon as possible!!!!! read more

Missed my flight by about a half hour due to a flat tire on my rental car. Unlike many other airlines, American will not book you on a flight when you are late, they will only put you on "standby". I would have been willing to pay a fee to have a solid ticket instead of being standby. Had to wait many hours only to find out that flight filled up. Was told that I would be standby the next day also, and that the flight was full. Decided to rent a car to drive 15 hours to my destination. Lesson #1, don't be late for flight. Lesson #2, don't fly American Airlines because of you miss a flight for any reason you will be screwed. read more

American Airlines introduced a service called Premium Economy several months ago but does not allow upgrades from coach. The flight from DFW to Madrid on July 4 for example has plenty of empty seats in Premium Economy but does not allow upgrades from coach. As usual American Airlines is rolling out a service in a shoddy manner, with more concern for their internal processes than for the comfort of their passengers. read more

Have two people traveling with an infant and wanted to try to lighten the load so we put one of our carry ons inside the checked bag. That put it over weight so we had to keep taking stuff out. We got it down to 51 lbs and literally that was after trying to we work it 4 times. I asked if they could make an exception then explained that the only way to save the $100 was to get it down to 50 bps exactly. Like there isn't a 1 lb variation in their scales? Courtesy and consideration and logic has been lost on this government subsidized corporate monster of an airline. Conveniently I have my empty carry on bag with me and my the airline has a precious 50.5 lbs bag instead an entirely unwieldy 51b bag if their scales are even that accurate to begin with. Everyone is happy! Update: when I arrived to check my bag I was early. After the 4 times reworking the checked bag situation (stepping out of line reworking coming back to weigh it going back reworking it etc.) And after conveniently mentioning that if I buy first class tickets that the weight limit would be 70 lbs, which of course would solve the $100 over weight charge at just a mere 20 times the cost. The girl informs that I needed my wife to be there before she could check us in. Weirdly I could have done it online with no one there to verify my wife was next to me, is that not curious to anyone who comes up with these incredibly annoying policies? No problem, we were plenty early, she had taken a bus to pick up a pillow she left in the rental car. Long story short when my wife finally gets there she checks us in with separate seats. Again we are traveling with a 2 month old baby when my wife needs help they want her to text me so I can jump over two people reach across the isle and hold the baby? I guess so. At the gate we notice were in separate rows so we ask to be placed together the girl says with you get sat wherever and don't have the option to be sat together. (A quick note: flying out of Los Angeles they had zero problem with the request to sit together even thought they were the same class ticket as the return, and apologized at the check in that they couldn't seat us together and that we needed to go to the person at the gate to rectify it because a problem with their computer) I said well online it doesn't say that it says there's a chance we won't be sat together and that if it said it was the discretion of the temperamental gate operator I would have gone with another airline. She said you have to upgrade to business class or some such thing and I said that's not fair, and she threatened to not let us on the plane! I said fine then keep us here. And then said ok, told us to back away from the gate and called a manager. The manager came said she was right but she was going to help us out and when I tried to explain my disagreement about what was advertised and what is being delivered she said I needed to be quite the girl operating the gate was right and my wife elbowed me to shut up so I did. She gave us seats next to each other. When we got on the plane it was literally half empty!!!!!!!!!!?!!?!?!!?!! ‍ Negative 300 points for being rude and stupid for apparently no reason. Is anyone who trains workers/sets policy listening? If this is to upsell tickets you lost me. Give a bigger seat don't try to make life surprising difficult unless someone spends and extra $80 or $100 bucks. No one wants to give some company money who they think is being difficult or dishonest or playing a bait and switch. Total and utter fail. I've never been on an airline who didn't try to sit people traveling together, together when space permitted. Until now. read more

This is a mix bag for me. I use to work for this airline way back in the early - to mid 2000's. I'm giving this a 4 star because we had a pretty good service while we travelled on the way and coming back from New Mexico. First off while we were at SMF , waiting for our flight. There were convenient charging stations for smart Phones and lap tops, the boarding was smooth, by group and very organized. The aircraft somewhat clean, the leg room was comfortable, lots of room but then again in not a tall person LOL. The first aircraft we were in had a charging plug in front of us so we can charge our phones. We connected at PHX and had almost a 2 hour lay over. I was pretty curious while waiting , there was a very long line at the customer service desk .... Hmmmm maybe unhappy customer. LOL On our way back, I have requested sits together at the check in counter since when we checked in on line couldn't find a sit next to my wife without paying extra cost for middle to front sits. The check in counter lady was nice enough to place us sitting together with no extra cost. The only thing is that there is a 25$ fee for each check in luggage(s) or this would have been a five star experience for me and my wife. In my opinion, read more

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I had a great time flying AA from Miami to Las Vegas minus the lady they caught smoking in the restroom and threatened to land at a near airport to meet authorities. So they receive one star for that experience. The flight from Las Vegas to Miami on December 6th flight 2868 had multiple variables that went wrong. We arrive to check in after a long few days of work at the convention center. The lady at the desk is rude and starts trying to overcharge for baggage that we understand it's not free but we know how much it cost to get here. She had plvery poor customer service. A supervisor came to help and he also wanted to argue. We did not have any of those issues at Miami airport. Nothing changed, we did not shop or have anything extra as a matter of fact we had less returning as we used most of our promo materials at the convention center. Luckily it was a red eye so nobody was in line else they would wonder why we stood at check in for an hour. Ok cool we finally get our boarding passes and we start heading to the gate, tsa yelled at us like we are not welcome simply because we went to gate C security instead of D. There is a more professional way to speak to people then be ruder than the people that live outdoors. So we continue the journey and we made it to D11. Flight was on time that's great, until we start boarding..... The manager in khaki screamed at one of our team members saying he cannot bring his carry on. Everyone else is being scanned by a man named "flee" I didn't quite get the badge name but they have carry on's. The rude gentlemen proceeds to say "ticket that bag or you're not allowed on the flight". My jaw dropped I froze as I am now thinking wow he's not just being so nasty to us he's being nasty to all the people that he was scanning. As I wait for my colleague I notice he starts to yell, I turned around and when we made eye contact he yelled " you're either going to go to your seat or you can exit" I replied I am just simply waiting for my colleague, he yelled even louder that is when I noticed the huge manager embroidery on his shirt. Austin had a customer service tag and he should be the manager as he was so great with everyone waiting to get on the plane. Now we are boarding the gate is closed but we are in a non moving line at this point and I see our manager friend yelling into the cabin of the plane that everyone needs to hurry and get in there seats. In my thoughts, I was scared to make eye contact and get kicked off the plane for making him want to yell. He already yelled at half the plane. Group 8 and 9 were treated poor and it was because I heard flee and Austin saying the flight is late we aren't going to make it in time to Cuba? I did not know the flight was going to Cuba after but ok. So you're a manager and I look at that as leadership! You treat group 8-9 poorly because group 1-7 took to long to sit??????? So you're panicking in a small situation which led me to already plan to make this review. I was going to wait until I got home but things happened after boarding. We take off about 40 minutes later than expected, we boarded ON TIME. They said no carry on because it was full?!?! So I wish I took a recording of how many open spaces for carry ons they actually had. So manager tried to rush the situation to create a worse one! I witnessed a gentleman in group 2 get yelled at and sent to check in his bag because he boarded with my group which is 8. The manager said "sorry you should have boarded when we called your group" he was so rude I'm sure being nice makes passengers comply easier. Now that we take off late we are away from being screamed at and threatened to not fly if we don't do all his demands. Now I'm studying my part 107 pilot license and a lady reaches over me basically on me to tap the lady next to me to wake up her friend who has the middle seat. Which also she is reeking of alcohol and keeps moving in positions to try not to be sick. Flight attendants saw the lady invading my space so I go to grab my phone I'm streaming my pilot course on and I can't even squeeze my hand out with my phone she's so drunk she didn't realize I'm a passenger in a seat and I'm pulling my phone so I can pause it or watch it whichever. Now I'm started to get irritated the flight attendants should have handled that I even looked back at them. So now I adjust my head rest and it falls off. I spend about ten minutes trying to fix it in the dark. I call for a flight attendant and they took some time trying to figure it out. I've never been on a plane where the head rest just falls off completely so I even tried to lay my head back without it and the metal I couldn't deal with for a long flight. The look on people's faces seeing me try to fix a head rest was embarrassing for me. I see American Airlines had very bad reviews and now I've experienced it first hand, we have expanded our offices so we figured American would be a good airline to use if we are traveling every week etc. read more

Don't book an early flight with American in Albuquerque. On July 4th, when TSA strongly advised travelers to arrive at the airport over two hours early, no one showed up at all to the check in counters until 4am, when they had flights boarding at 5:15. I barely made my flight thanks to these jerks. read more

Would live to take that one star away as well. Booked travel weeks ago. Tried to check in last night, nope wouldn,'t let me assign a seat that I paid for 3 weeks ago. Came in and checked still won't assign me a seat but when I was on my app, if I wanted to buy an upgrade I could pick my seat immediately?????? So I ask the ticket agent why was my seat assignment being so vague, his response was because of elderly or families traveling individual travelers seats will be determined at the gate. Like individual travelers are lesser business clients. If this shitty airline could make people sit on the floor or in the bathroom they would. This was a very disappointed experience I also want to thank you for putting me in the last row against the bathroom and the turbines on my connecting flight from LAX on a plane half empty without the possibility of a different seat. You suck read more

I was on hold for 2 hours on the dot, just for the guy to hang up without helping me. They just hung up on me, so I had to drive to the airport to talk to them just for them to find a price on a new flight. Took them 40-50 minutes. So unprofessional. Last time I'm booking a flight with this unprofessional airline. Can't believe they waisted my day just to stay on hold. Never again. read more

We were stuck waiting on the plane for 2 hours just for the engine to not work. This has caused our flight to be delayed to tomorrow. On top of that, the internet somehow disconnected my phone number from IMessage. An absolute nightmare read more

I have a medical emergency dealing with my child. I need to get home on an earlier flight. I have been told that it is possible as there are available seats on the earlier flight, but ONLY if I pay $75, which I cannot afford. The customer service representative is ADAMANT that they are not willing to accommodate me in my time of need unless I give them more money. F*ck you american airlines!!! read more

I'd rate this airline 0 if I could. Worst customer service. Because of their "full flight" they make you check your bags. When I told her I wasn't planning on doing this because I have somewhere to be, she just continued to talk like a robot telling me that "group 9 needs to check their bags." Worst airline. Choose Southwest. read more

Worst Airline. Hands down. Our flights have been delayed the past 4 times we have flown. Will not be flying with American.

My husband and I fly regularly around the country and occasionally internationally. We often take our family of six on adventures in the summer and for the holidays. We commute for my husband's business regularly and are seasoned travelers. We actually fly in and out of the Albuquerque airport regularly and will have to fly out of it every couple months for the next few years. I feel the need to preface my review with this information so that readers know where I'm coming from. After two weeks staying in Albuquerque, on January 2, our family of six was flying back to the East Coast on American Airlines. A snowstorm unexpectedly hit Albuquerque and Dallas, and the evening before our flight we got a phone call that it was canceled. I was very thankful for getting this information prior to arriving at the airport the next morning, and American was able to rebook us the following day on the exact same flights. Weather delays and issues arise, and as regular travelers, we understand this. My husband, four children, and I arrived at the Albuquerque airport about 20 minutes before 5 AM for our flight to Dallas that was at 6:45 (we like to hit security about an hour before our flight). There was already a very long line of about 150 people waiting to be checked in. Almost all of the kiosks were broken and not working and the ones that were working would not process our tickets because of the prior day's last minute flight changes from the airline. Our kiosk actually asked for us to get a worker to help us process our tickets at the kiosk, and when I asked the woman checking in kiosk bags if we should wait for her to help us, or if we should get in the line she started yelling at us to get on a different kiosk, that they don't all work out it wasn't her fault. I think they were maybe three working kiosks at that point. Only 2 workers were checking in standard tickets, one was doing first class only (and mostly standing doing nothing), and another was checking bags from the few who got the kiosks to work. After waiting in the line for over 2 hours, as we approached the front of the line, one of the desk workers began yelling at the crowd that it was our fault that we had missed our flights and we should have been there hours earlier. My husband responded to her and told her that the crowd had not all missed their flights because of being late but because of the inability of the airline to handle the delays from the day before. She began screaming at us that we should all know to arrive over three hours early for any flight. That maybe recreational travelers such as ourselves don't understand these things. The entire crowd of now 250 people behind us yelled wow at her and she proceeded to turn to the security guard and make a comment about having my husband removed. Thankfully the security guard shook his head no at her. She told us that it was all over the website that we needed to be there over three hours early. When looking at the website to verify her claim, there was no mention of needing to be there three hours early for domestic flights, and nothing under the alert section either. (Don't get me wrong I understand that for international flights you want to add that extra time but not for domestic flights from small airports. American airline suggest one and a half hours). I believe there were well over 300 people waiting in line to check in at one point. Once we got to the counter almost an hour after our flight was supposed to leave, we were refused ticketed seats for the six of us on flights and put on standby rather than give a new tickets because this was "our fault" for missing the flight. They also tried to make us pay $250 a ticket to get new flights because again it was "our fault" and not theirs. The six of us entered security at 7:40, (exited it less than 8 minutes later), after being at the airport almost exactly 3 hours. While I'm very thankful for the gate workers along the way who found creative ways to get us home by midnight, and I have nothing but admiration and pity for those who had to deal with irate people, I'm appalled at the behavior and commentary of the ticket counter worker. No one with an attitude like that should be working in the customer service field or working with people who are trying to get to their flights. No other airlines at the ABQ airport had any kind of back up or delays processing their tickets that morning. This issue was isolated only with American airlines and even the security guards were visibly frustrated with the situation because of the masses of people like in the hallways, exit doors, and entire areas of the airport while waiting to check in. Our family will not be flying with American Airlines again, not because of delays or cancellations, or even the mechanical issues on the planes, but because of the ticket counter worker at the Albuquerque Airport. Someone needs to make a change. read more

If I could give zero stars, I would!! Just don't fly American Airlines....they SUCK! We have had first class seats since last August, 2020, for July of 2021, and we were just notified that they are doing a "forced" downgrade to main cabin. Geez, that doesn't sound agressive at all, does it?!? And they calculate the value of that downgrade to be $132. We have tried to upgrade in the past and it has been in the thousands. Funny how things always work in their favor! They are the absolute WORST! Seriously! DO NOT FLY AMERICAN AIRLINES! read more

Fly 3188 is a disaster. Gate person is rude and 1st class flight attendant hates her job only less than she hates passengers. Only kind person was agent at check-in. NEVER AGAIN!!!!! read more

So I booked a flight, return, from Albuquerque to Miami with a layover in Dallas. The layover was only 46 minutes, which upon booking I thought it to be problematic since delays happen often. Nevertheless, the airline was offering it and they were both American Airline flights. On the return trip in Miami we got reports that there was bad weather in Dallas and so we waited on the tarmac for over an hour. As expected we got in to Dallas about an hour late, luckily the flight still hadn't departed but they refused me entry when I got to the gate. After the fact, the flight detached from the jet bridge and off they went. I was indignant. When I went to the service counter to rebook my flight I had the incredible luck to find a two hour queue till I could speak to someone. I was booked for a flight 12 hours later, the next day, and given a coupon with a negligible discount for a hotel 7 miles away where I had to pay the transport to the hotel out of pocket. The whole way through, either on the phone or in person, there was no sense of concern or apology from the American Airlines staff. The only tidbit of care that I saw to the hundreds of AA customers who lost their flight was from the Dallas Airport staff. I'd wish I could say I'll never fly AA but the tragedy is that AA has such a monopoly on the airline business it is near to impossible for a working class individual to exercise that kind of leverage. read more

I fly American a LOT since they fly out of santa fe and I like to avoid the extra drive to ABQ. This last time i was going to portsmouth nh, so i was in 4 airports and on 3 flights. There was 65 mins between connections, which is reasonable in my mind and certainly achievable if the schlubs who are too cheap to pay for bag check can get out of my way. HAH, here is where that thinking turned on me - the irony ! So unfortunately the checked luggage for my 4 day business trip didn't make it to portsmouth with me - it had been 12 hours since i got up so i was drained but had no choice except to deal with the situation. The woman at the America counter in Manchester was the nicest person i'd dealt with ALL day, although granted that bar is usually pretty low (i'm looking at you, sweaty man who used me as a pillow on that last flight, or maybe you, man on my other side, who has such a gigantic package that you cannot close your legs and keep them on your side of the seat). Anyway, she was quick to gather my info and assure me that two more flights were coming from philly still that day and they would bring my luggage directly to my hotel (1 hr away). She then gave me a toiletries bag with toothpaste , a brush, etc- Despite her having to take a ration of attitude from the man who went ahead of me, she was polite, professional, and just did her job the way you would hope. I wouldn't sign up for lost baggage anytime soon but if you are going to lose your luggage, make sure it's with American! :) By the end of our conversation I was smiling, as she was trying hard to make things right for me and that's all you can ask of someone in that position. End of story : they got the luggage to my hotel around 1am so i had plenty of time to be dressed for my business meetings the following day. Fly American. read more

One star only because I couldn't give a minus 3 stars. After using the kiosk to electronically check in, I found that I was charged for upgraded seating. So I go up to the counter and explain to the agent I'm not sure what happened I was trying to pay for bags and got charged for seating upgrades charging more than I would for bags. I asked "did I press something wrong?" He looks like at me like I'm from Mars and has me explain 3 times getting angrier every time I explain. Apparently he has no idea how to fix the problem and is mad at me. He doesn't apologize, or even reassure me that we can take care of it. No, instead he rolls his eyes, sighs loudly and mutters "oh Jesus Christ" like I'm purposely trying to annoy him, like he's the customer and I'm the agent! I'm confused so I start apologizing to him! Then another nicer agent walks up and over hears the issue and says to him "the kiosks have been doing this since yesterday. It's a computer error." Still no apology for the computer errors or his nasty attitude. No, he just stands there and watches someone else fix it. Then she tells me she cannot refund me but instead has to credit me with a voucher. Ugh now I'M rolling MY eyes and sighing! Finally I'm sitting at the gate waiting for my flight to la and wondering why there is no one at the gate counter to check us in. I'm there waiting 2 hours along with other people. It's 15 minutes to board and still no one. Then I hear announcement that the flight has been canceled, but there is no agent at the counter to help us rebook. The agent making the announcement is 2 gates down hiding behind the counter! She doesn't want to face us to help us. I ask her what we should do and she tells me to go all the way back past security and get back in the huge line to make arrangements because they couldn't find a pilot and are understaffed. What!? So as I'm in line at the front check in counter I call American air lines customer service who tells me I should've never left the gate because the next flight leaves in 30 minutes and that I'll never make it past security in time and now the next flight leaves in 3 hours and it will add an extra stop to my final destination, Honolulu. So 7 hours travel time has now turned into 14.5 hours. Ugh, thanks American Airlines! Some of our bags went on to la while our flights were changed to Phoenix. When we got to Honolulu 17 hours later(we had been in airports since 5am and had been in traveling now 17 hours!) those bags were still in la and did not get in until the next morning and it was a 90 dollar cab ride to get them! Unrefunded. Every AA flight I got on was late, over booked and awful! The customer service was atrocious. I will never Fly AA and I will never ever recommend AA! Tell all your friends! read more

This is not directed at American Airlines specifically at Sunport. This is directed at American Airlines in General. The customer service sucks . My daughter and son in law flew from Abq to LGA, but did not make to LGA because of weather The pilot landed at Philadelphia. This ,made them miss their connection to Aeroflot. American Airlines did nothing to help them try and get their connecting flight . They were on their honeymoon that was planned over a year in advance . They most likely will miss their cruise. They stand to be out a lot of money because AA staff did nothing to help them get to their connection. I will no longer fly w AA. My daughter and her husband are stranded in Philadelphia airport , right now because of AA incompetence. Thanks for nothing read more

If you haven't already surmised that AA is a last resort situation, here is another chance. AA there is no need to take out your frustrations and delays on your clients. We are trying to get to our destinations quickly, too. Be mad at your boss, not me. Love and light read more

I arrived at the airport for a 6:36am flight to New York with a connecting flight in Dallas. There was something mechanically wrong with the plane so we were asked to exit the plane. We changed or tickets to 12 pm flight for my traveling partners and 2 pm for me due to the 12 pm flight being booked. I requested over the phone to be placed on standby for the flight. I arrived at the gate a little before boarding and requested to be added to the list for standby if I wasn't already on there. I was denied because the employee said that I would have to stay with my bag and that my bag was already on the 2:22pm flight. I informed her that it was okay if I had to wait for my bag and she insisted that I had to stay with my bag. I feel like she poorly explained her decision and quite frankly the decision did not make sense to me. I would rather which most people would to wait for your bag at your destination rather then at their take off location that they have been waiting at since 6 am. I am disgusted by how they woman spoke to me and gave me the look like I was the "angry black woman has arrived." read more