Damaged hard sided suitcase. Just got last May. This was the second trip. To the Baggage gal in Phoenix that said luggage was her daily workout as she through everyone's luggage. Thanks! We had a party of 7 you destroyed 3 souvenirs and a suitcase. Wonder what else you destroyed. I had thought of joining American Airlines credit card for air miles. Plane was nice and comfy. Stewards were nice and helpful. It only takes one bad experience. I wouldn't complain, but we asked her to be gentle we had fragile things. She just took the bag from us and threw it. American Airlines lost a customer. read more

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I have been on hold with them way too long...merely to find out my AAdvantage number. It should not be this difficult to find out basic information. Too much unnecessary blabber from recorded messages.. They finally called me back and I got this handled. Thanks Roberto for helping me out! read more

The airline does not respect my time or my business therefore I will make it a point to never use the airline in the future I also will be liquidating all my shares with the airline due to their disrespectful employees and ripping off my wife as she arrived to the ticket counter today read more

Booked a flight for a daughters wedding. Had a medical emergency. Was in emergency hospital for 7 hours. Doctor recommended no travel. (Copy of letter was sent to AA at their request). AA refused to refund flight. Competition for flight down was on Alaska Airlines. They made a refund immediately. The cost of the ticket for AA was also about 60% more than Alaska Airlines. Had to book on AA for 1/2 the trip due to scheduling. Highly recommend Alaska Airlines, and NOT American Airlines. I am 82 years old read more

I am grateful to have a friend that worked for Continental and US Airways back in the day, but of course, that is not the case anymore since he has retired and American Airlines has taken over these entities since. I served in the Air Force for a decade, therefore I have been on many types of aircraft and I don't know HOW MANY flights in my life (too many to count) both commercial and military-and I am going to try and be as gentle as humanly possible here, hoping that my critique will be taken for what it's worth and maybe even help if anyone of significance from this airline is actually reading this. Overbooking flights is something that is common these days (albeit a terrible choice) and I don't believe despite the efforts on the airlines attempt to save money in the event a passenger decides to cancel their flight, that it is a good choice based on the kind of customer service that one ultimately encounters due to this issue. In regards to the flight staff: Although I am a creative spirit and understand that all people have their own unique ways of presenting themselves fashionably, the flight attendants look so disheveled (especially in comparison to other airlines such as Lufthansa, British Airways and definitely Air France. They have an enormous amount of experience between all of them (or so it seemed) but they just all look really haggard and un-kept which is a shame. They were super nice (in most cases) but just unglued!!! The pilots seemed sharp and professional, but the flight attendants are either being put on really crazy schedules that are not reasonable and getting very little sleep or they just don't care anymore. I don't know. The planes seemed to have improved a bit (as in-- they seem newer or at least upgraded in most cases). The food.....well, we all know about airline food. They do seem to be making a concerted effort to offer up organic, specialty, and more unique items, but the European airlines (and other airlines other than US based airlines) have them beat two-fold when it comes to the food and beverage choices. Recently I had a terrible experience flying with American. We arrived at our gate maybe 10 minutes early (no big deal)....we circled a bit to burn some time, and then finally landed. I had a connecting flight to another city that I could not miss otherwise I would have had to stay overnight in the airport. Well that's exactly what ended up happening. (and to top it off I had to spend $150 which I was definitely not expecting). We arrived and there was no gate for us to pull into, so they had the pilot wait on another portion of the tarmac until a gate became available. What???? I did end up missing my flight because we waited 50 minutes on that tarmac. I am extremely grateful for the opportunity to fly anywhere and the miracle of flight always excites me and amazing me all the same, but with the amount of people traveling these days, and the prices of tickets, matched along with crappy airline food, and tired flight attendants, they should be a lot more organized than that. How can a jumbo jet fly to an airport and not have a gate to go to? Poor planning on someone's part. I am hesitant to fly with AA again...but we will see. It's not a pleasant experience for the money. Sorry. read more

I'm traveling with a large group (18), and we're all checking in at different times, but the staff made it very easy to check in and check a bag! As usual, everyone was very friendly and cheerful (nice to see at 5:30am!). I can't speak for booking the flight (as I did not do so), but they were great with everything else! read more

American Airlines, customer service is not understanding and doesn't care about their customers. They only care about money. I spoke to four, representatives over the phone and none of them could resolve my complaint. None of the representatives seemed like they actually cared about me. It should've been an easy thing to fix but, I've explained my issue and concern and it takes 4 people, to fix an issue! Karen promised me a refund and another lady told me five days later that the refund isn't being processed. I'm never flying with American Airlines again. It's a waste of your time and money. read more

We were very unhappy with the service. We were supposed to be in business class and get a free bag check. Then 10 minutes before we got to the airport the flight was cancelled due to weather. They said they weren't guaranteed listing on their airline or any other. We paid over 1000.00 for the one way trip. They rebooked us on United where we had to pay for the bag and had coach seats. My husband is 6'9" which is the main reason for booking in business class and spending the extra money. Bad experience and we will never recommend this airline to anyone. read more

I just wanted to give some recognition for an employee that I dealt with. On August 9th, I was supposed to fly out of Boise to O'hare. Due to heavy storms and tornado warnings near the O'hare area, my flight out of Boise was delayed several times. Sat on the tarmac for a while, the plane eventually had to go back to the gate and unload the passengers . As you can imagine, there were a lot of frustrated passengers. It was not clear when the plane would be departing, it was a wait and see situation. I noticed a gate agent by the name of Tara. This poor woman was getting bombarded with questions by passenger after passenger, but yet she held it together and remained professional, friendly and calm with each guest. What stood out the most was how she went above and beyond to help me. I had decided to find another flight. I don't travel much, so I wasn't sure what to do. Tara took over though, found me a flight, printed out a new boarding pass, checked me in, had my luggage pulled and explained to me in detail where to pick it up. As she was doing all of this, we got to talking and I found out that Tara had been there since 5 am. To be there that many hours and it was approximately 7:30 pm when she was helping me, is nothing short of outstanding. To remain calm and helpful under a stressful situation is not an easy task, but Tara nailed it. I certainly hope that she is recognized for her dedication, and that such a valuable employee is appreciated. Job well done. read more

The worst. I was flying from YVR to PHX on Sunday September 23, 2018. My flight was scheduled to depart at 8:20am and i arrived at the airport at 6am. Upon arrival i found the big screen of departures and arrivals and saw DELAYED 1PM next to Phoenix. No one had called or notified me of this delay or anyone else who was waiting in line to get their ticket changed. The counter handled the changes incredibly slow and some had no answers to why the plane was delayed. Others in the line started panicking because the plane the day before was also delayed and they had been put up in a motel for over 24 hours. I hate American Airlines and after this experience i will be sure to never ever fly them. I never did anyways except this one exception to go to Vancouver. Their staff is unfriendly and their planes always have some type of problem. read more

Beware of the price gouging that goes on with this company. They have somehow been in business for 90 years but I feel are on the verge of going under. They are trying to take money from customers anyway possible before this occurs. Upon a recent trip to Mexico they took me for $1200 upon leaving and then said I didn't have a ticket to return coming out of Phoenix. We had a layover overnight which was not expected and they lost our tickets when we arrived at the airport the next day. I wrote a letter explaining the situation and they were very noncompliant and said it was my fault. A very shady company that does not deserve to be part of the airline Corporation. I would never recommend using them again and do your research before you do. read more

American Airlines overcharged me and then it took two weeks to refund my money this charge was hidden in a long list of charges and I am sure this thing goes unnoticed by many people everyday. Once I got to the airport the plane was late and I was treated like this is their normal operations daily. Maybe if they let their planes rest and not just land unload load and take off as soon as possible they would be able to provide better customer service. In no way did I feel like American Airlines cared for me as a person, but rather just as a number that already overpaid for lukewarm service. Do yourself a huge favor and fly with any of the many other options out there. American Airlines simply do not care about their passengers. read more

I am a senior in high school and I was going to Phoenix, AZ for a college trip. My flight was at 6:30 am and I was supposed to arrive in Phoenix somewhere around 8:15 am. 30 minutes after boarding we were told by an attendant that the second engine had not started so they were going to fix it while we stay seated. 2 hours later and roughly 4 attempts to start the engine we were still stuck seated on the plane when they finally said that they were not able to start the engine and that all of the passengers were going to have wait for another American Airlines plane to Phoenix. About 5 hours later we finally boarded onto another flight and I had almost completely missed the first day of my college tour. After talking with other people stranded at the airport they had said this is not their first time having a problem like this with American Airlines. Do not recommend flying with American Airlines! read more