Customer service, compassion, theft. Bought 2 biz class seats from Logan to LAX. For 1250 each. When we got to the gate they actually sat us in economy. So I requested a refund. AA refunded 500 per ticket, meaning we paid 750 each for tickets that routinely go for 150-225. They told me that the price fluctuates a lot and 500 was sufficient. I have never seen a one way economy ticket for more than 175 in the 2 months since. Terrible terrible company read more

I really expected more from American Airlines today. I'm a hard person to anger and I got close to thinking about behaving badly (yelling, slapping a fool). Luckily, I'm a classy guy and I'm sitting in my truck right now, and not jail. The thing is, I worked in banking for many years, and I know that solving someone's problems is not only helpful, but it's the right thing to do. I arrived 45 mins before takeoff with only a carry on bag. Santa Barbara has a small and convenient (when hosted by non-moronic kind men and women) airport. Downstairs I tried to check in and the lady said "you better just run up so you don't miss the flight". I got through security and they had only begun boarding. I bought a first class $500 ticket but was treated like I should be punished by smirking rude employees who appeared to get off like rent a cops. Siting policy and telling me I could not board while I watched 50 people walk past me when they simply could have said "your boarding pass should be in your email". I was so flustered it didn't even occur to me. But these people were so excited to kick someone off a flight, they didn't attempt the slightest workaround for someone who bought a "first class" ticket. What does "first class" mean? I'm not a snob. I paid extra for what believe are unkind, unhappy people, who get off on ruining someone's day. I have never understood why someone who doesn't like people works in customer service. They offered to rebook me with the plane sitting there and I ignored them because I had already rebooked, and have my boarding pass ready because the lady on the 800 number simply said "check your email- your pass is there". What idiots. Three people would rather rebook a first class ticket holder than simply print or remind him where his ticket is. They sited policy. I worked corporate for many years- top customer service reps know the exceptions for policy. I guarantee you a different happier person would have let me on because I've seen it happen. I begged the guy. He was half my age, seemed smart, but he was a bullied person and carries his subliminal childhood trauma in his work vest. The original person who told me to run upstairs is the one that screwed me, because she knew the workaround, but never appeared upstairs to complete her helpful mission of getting me on a simple 1 hour flight. This whole thing was so stupid I can't believe it even happened. Who would want to have this happen to someone? He's lucky I'm not a gang member cause this type of policy is going to anger the wrong person which makes airports unsafe for all of us. Get a clue guys - treat people with respect. Shit happens and I wasn't that late. After this flight I will go back to United, because American is starting to look like Southwest. Picture below is my plane leaving without me. read more

American Airlines - SBA to Phoenix missing a first class passenger who watched every passenger board. You can't make this stuff up. It's too dumb. - Airlines Near Me - Goleta, California

Cannot stand to have a seat for a long cross country flight with broken power jack. Electronics are survival means on long flights. :(

Canceled my flight at last minute and moved it a day earlier, but didn't receive notification until flight left! Rebooked my direct flight to a layover. Which would miss my meeting. Had to rebook with another airline taking 4 hours to rebook. This has cost me hundreds of dollars and years off my life in frustration. I hope everyone at American Airlines gets cancer. read more

During COVID, my wife and I had to cancel a trip to Washington DC in 2020. Now that we are ready to travel, we were told that we had to use the travel credit by the end of March, 2022. I was relieved that the credit was still available, but had to hurry to plan and book another trip. We tried to book the ticket, but were unable to use the travel credit. I called the AA support line. I was on hold for an hour and was given the option to schedule a call back. Since it was 10 pm by this time, I scheduled a time the next day. Prior to the call back, I set the booking but was hopeful that the agent could help. After an hour and a half and many holds, I was told that the travel needed to end by the end of March. This caused me to come up with a different travel plan. After a couple of days, a different trip was planned that ended before the end of the month. I tried to book the ticket and use the credit, but found that the credit was not excepted. I tried again to call AA. Knowing the wait would be 4 hours, I set another appointment the following evening. The following day, I tried booking the flight again an hold it in anticipation of the appointment. The cost of the ticket jumped 400 dollars. Since the credit was would nearly cover it, I decided to have the call. At that scheduled time, the phone range. When trying to connect, I was disconnected. Fortunately, I got another call about 10 minutes later. I am currently trying to book the ticket and have been on two holds. Even though the flight credit appears to e available, the agent is telling me it wont accept it. Im now on a 10 minute hold. Can you believe it. read more

9:40 am flight delayed then cxld after hours of waiting. They said a 30 min delay at first. They do t have mechanics in SB. 1st mechanic arrives and says he's the wrong mechanic. Now have to wait for another mechanic. This is the 4th time this "no mechanic in SB" has happened. 11:45, over 3 hours later, missed the connecting flight, I'm told the only way to fly out today is to drive 2.5hours to LAX to catch a 4pm flight. Run to the car, drive through traffic to go out of LA? They say no availability of flights tomorrow out of SB either. Seriously? No mechanic in SB? 3+ hours of waiting with no reasonable alternative. AGAIN. No cash back, no apologies, no alternative options from American. Through online research found an alternate airline to fly out of SB tomorrow. Wish me luck. American has screwed us in transfers from LA back to SB in the past late night too. Not happy with American Start asking the airlines if they have mechanics and staff in your local "big " airport in case something happens. read more

Tonight 6/22/21, I experienced the most amazing service from an airline employee ever! I had to pick up a blind young lady and her airplane arrived 30 min early. She called and asked where she should wait for us. I asked her to seek help to find a bench near the white loading curb. An American Airlines employee helped her to the spot with her very heavy luggage and waited with her. He asked for a description of my car and as we pulled up he flagged us down. He helped her to our car and then asked if we needed help with her incredibly heavy luggage ( full of medical supplies) . He loaded our car and made certain we knew how to exit. I didn't get Tall, Dark, and Handsome's name but he has restored my faith in the American airline and their staff. What a fantastic airport too. I will do anything to be able to use Santa Barbara Airport rather than the other more distant and crowded options! read more

I arrived at the practically deserted airport to check in about 39 minutes before my flight was scheduled to depart. Santa Barbara Airport is small and it takes literally moments to get into the plane. I know this because that is the routine of many of the locals who frequent this airport. The woman and man behind the counter told me they could not and would not allow me to board because I missed the check in time even though I had no bags to check and just needed a boarding ticket. There was NO ONE in the airport besides me and 2 others who also wanted to check into the flight. The duo spent 40 minutes telling us about the etiquette of flying. We were all turned away and the plane took off 40 minutes later without us. I will never fly American again. I have never had this problem with other airlines. read more

They called the night before our flight was to leave early morning to let us know we wouldn't make our connection due to delays. Paid about $100 more per ticket (3) to leave from Goleta. Had to leave from Orange County and pay extra for gas and parking after no sleep and still missed the connection due to delays. Then, routed to another city via a different airline with an expected 1 hour layover. Five hours later, we finally took off for our final destination. Our prepaid shuttle wouldn't pick us up so late so we paid another $100 for a taxi. Finally arrive without luggage and had to buy clothes not to mention the extra meals we paid for after paying for them as part of the all-inclusive resort. Requested a refund and received a small insulting refund considering all the added expenses. We will make every effort to fly other airlines. It's not just the money, their counter staff are rude and don't care at all about customers. read more

Just read that American Airlines won't let their flight attendants wear a face shield to protect themselves from the corona virus. Are you f*cking serious? It's bad enough that they have to breathe recycled air that could be full of the virus. I don't care what they look like, just that they provide the service they were hired to do. Let them wear what they want to help keep them safe you careless corporate a-holes. Oh yeah, I'll never fly your air lines if that is how you feel about your employees. read more

I will Never fly with this circus again. 3 days of delays and cancellations and it isn't even a holiday weekend. Do these ass-clowns know how to run a business? I would rather walk than use this airline again. read more

Changed my flight from a nonstop to layover right after booking my flight and send an email that looked like a confirmation. Refused to credit me money, find me a nonstop, or upgrade. read more

My travel agent recently booked flights from LAX trough London to Johannesburg, South Africa through American Airlines and I flew on partner airlines British Airways round trip. Only to find out that AA bases the miles awards on the cost of tickets, NOT on miles of your flight. This means that AA DISCRIMINATES on coach passengers and gives higher awards for miles on more expensive ticket prices. DO NOT TRAVEL ON AMERICAN AIRLINES if you are tying to build miles. These new guideline were not explained up front. If we had booked on British Airways we would have gotten full credit for all flight miles. This policy was confirmed with AA this morning with their customer service representative at (800) 882-8880. read more

I paid for first class and I already have over 10 issues regarding flight staff and experience. Please stay tuned for a detailed review as I take notes. read more

The worst airline I have ever dealt with. If I could have left no stars I would. They should take American out of their name. Nothing about how this airline works says American!!!!!!!!!!!!! read more

American Airlines Egregious behavior by AA! Our flight was held on the tarmac for an hour waiting for an available arrival gate. We were connecting to international and were told we would make it in time and that the gate attendants were notified. We arrived as our plane was boarding but the gate attendant wouldn't let us board. She said she had already promised our seats to two standby passengers. We were first class passengers. She gave our seats away right in front of us! We tried to speak to another agent but she interfered and said she was handled it. There as a long line at customer service to get our hotel voucher and we were told we could file a claim after our trip. We returned, wrote our claim, and kept getting form letter automated responses. Finally after continuing to push AA they responded that they don't pay unexpected expenses. We wrote again reminding them that we were promised a hotel room and reimbursement after the flight and they replied that the matter was settled! Egregious treatment for any passenger, especially for First Class. We won't fly AA internationally anymore. read more

I had a flight from La to Jax . The plane was late to Mia so I missed my flight to Jax. Next flight was the next morning and American Airlines did nothing for me I had to stay in the terminal all night and I caught a cold. Called consumer services and they did nothing for me. I lost my car reservation. Had to pay more money. My trip was a nightmare . Thanks America airlines! Lack of communication between terminals,rude consumer service . All he said is sorry that happened . Hope you keep flying American Airlines. Not acceptable! read more

If you want to ship a pet with AMERICAN AIRLINES be aware of a few things. They are NOT set up well as far as heated vans and during the winter and summer, PASS! I was just turned away from AMERICAN AIRLINES PET SAFE this am (at their LAX Cargo location) because of our ACCLIMATION certificate. AMERICAN is NOT up for handling any sort of weather (HOT AND COLD). They turned us away. SO........good news......we went to UNITED AIRLINES AND THEY are amazingly set up to handle animals, NO MATTER what the weather. They were amazing, EVEN AT THE LAST MOMENT! UNITED AIRLINES SAVED the day. We had driven to LA, spent the night, had reservations WITH AMERICAN, and UNITED came out as our hero. Our kitten is on the plane and headed back east and we will STICK TO UNITED and give them our money from now on. BYE BYE AMERICAN AIRLINES. FOREVER and ALWAYS. read more

When choosing a flight I would think twice about using American Airlines. I fly at least three times a year this is been the first time I've been on an American Airlines and I do believe it will be my last time. When I had a connecting flight from Santa Barbara to Dallas I ended up with a three hour delay. When returning from Fort Smith Arkansas to a connecting flight in Dallas the flight was delayed we sat in the airport for 4 1/2 hours no coffee no nothing Then they canceled the flight. Once boarding the plane to my connecting flight in Dallas the following day as it had to be rebooked. Dallas changed our gate ended up having to go to the other side of the airport never have I been so cold in my whole life it was freezing over there they said there was nothing they could do. I have done surveys on American Airlines I've talk to American Airlines and basically they're like oh well this is stuff that happens no customer service at all read more

I give them a minus 5 stars. I checked into SB today. I was totally prepared to pay for my luggage. My husband booked my ticket for me. It was a last minute trip, I have a family member that is ill, and things at the last minute have taken a turn for the worse. So I don't have a return flight yet, so I packed for the unknown. When I checked I asked the girl if my husband had used his American Airlines credit card and she actually lied to me and said no. So she charged me for 2 pieces of luggage. And told me I could call and get a credit if he did.Then I ask her if my miles number was on there, as she rolled her eyes, I insisted she check, I told her my American Airlines cc would be linked to that number. So she showed me a photo of all there credit cards and I replied I have a business platinum which I see now, by checking my email that he used! And I have a platinum personal cc. I don't carry those. So now, she was caught and she had to give me a credit. So she had to get her boss, he comes out, never looks up at me, I say can I ask a ? He says only if you make it quick... I ask if I have 2 cc do I still have to pay? Never looking at me , he said yes and u have to pay the higher price for the 2nd one. So very nicely I say.. I guess I really don't have any benefit of having 2 American Airlines credit cards? And he says without ever looking at me. I would have no idea. I say. Well I guess you are a great representation of your company, I guess that answers my ?. I don't think I am in need of any of your credit cards read more

I wanted to let American Airlines know that Tracy at the Santa Barbara Airport was a tremendous help to my friend and me on Tues. 1/9. We had booked a flight through an outside company and when we got to the airport, we were told the flight didn't exist. Tracy worked her magic, which included keeping us calm, and found us another flight! Many thanks, Tracy. read more