American Airlines has achieved something most companies only dream of: perfect consistency. Every single flight I've booked has been delayed. Not most, every one. At this point I don't check the departure board, I check whether the sun still rises in the east, because both are equally certain and only one is on time. I paid extra for the "premium" route, assuming premium meant something, like leaving when the ticket says. Turns out it's just a surcharge for being delayed in a nicer font. In this life only three things are guaranteed: death, taxes, and my AA flight sitting on the tarmac while someone whispers scripted apologies into a microphone. A special mention for Paul at MSP Terminal 1, who met my calm concerns with a level of sass that deserves its own frequent flyer program. Customer service is supposed to de-escalate - you escalated. With flair. Two stars for the sheer reliability of the unreliability -- minus the rest for Paul, the delays, and the audacity of the word "premium." I'll fly them again, of course. Not by choice. I've just lost all faith that any other outcome exists. read more

My son is coming home on his first leave from the Air Force. He has been sitting in the airport for 24 hours because they continue to delay the flight. For various reasons. He has a coming home party that he is going to miss, due to the constant delays. I tried to contact customer service and they will return my call in 2 approximately 2 hours. So his leave has gone from 7 days to 6 or less. He then will return to base and leave for Germany for 2 years. We need to treat our military and their families better than this!! read more

I had a terrible experience with American. Buyer beware. First our flight was delayed by at least 6 hours. Other airlines were leaving to the same airport, but not us. Next, they switched my seat from the aisle to a middle seat. They told me it was for a handicapped person, but the young guy in my seat was perfectly healthy. I could have let that all go, but when we got to the destination I found my two suitcases were soaked through. It was quite a struggle to get 2 60 pound cases to the car by myself, a 55 year old woman. I got home to discover that over $1000 worth of clothing was destroyed and I couldn't report it because I didn't get an incident number at the airport. read more

November 2023, Very first time flying w them. Birthday trip to Jamaica. Someone vomited-plane waited at gate for someone come clean it Flight attendant passed out - landed to get ambulance for her. Needed new pilot - because the one we had had to got fly another plane bc we were just Soo late getting to Jamaica-it was a sh*t show to say the least One lady started crying real bad b cause her anxiety was through the roof so she got on her phone to make things worse an started yelling. Then when we did get to Jamaica our room wasn't available anymore because we didn't check in on time - This airline didn't call us or apologize or gift any money back. So now I'm Just saying if u want ur planes ruined fly with these people, I think they be hanging out with Spirit-they all slow. And to add some fat logs to the flame , on our way back from Jamaica I almost got jumped by the flight attendant bc I needed to go restroom and she told me to go to the back. I said well yall mf's. read more

Pleasantly surprised and satisfied with recent flight on American. Check in AND carry-on bags were included! Staff was quite professional with their service. Felt welcomed and appreciated. Great customer service included soft drink beverage options twice and well as a small snack; Biscoff biscuits and/or pretzels. Flight was 30 min ahead of schedule which was a bonus. Seats, although tight were more comfortable than other airlines. Tray still not quite big even to have a magazine and a beverage, but it was doable. Boarding was systematic and efficient as well as the disembarking. I would definitely fly with them again. read more

American Airlines - Small try but bigger than others - Airlines Near Me - Milwaukee, Wisconsin

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Ok, I was upgraded from economy plus to business class on OCT 1 from O'hare to Rome. BEST SERVICE I have ever relied of 52 years of flying. Jacklyn or (Jacky) barely even sat down the whole flight----Always asking-Are you OK? can I get you anything or do anything for you? This is more like 10 star service. THANK YOU JACKY FROM MY HEART. David Krochmal Michelin star service---Keep it up. Flight home was nothing like the flight there. read more

Deceptive practice when booking online. The site changed my fare class without any notification when I made seat selection.

So far so good. Fast boarding, polite service. Allowed 2 bags (each can be the size of a backpack or small luggage case). I flew American to and from Hawaii and I have no clue why people don't like it. Our plan from KOA to Dallas was incredible (we didn't have first class) and we were unexpectedly served dinner. (Not that great but we weren't even expecting it). All planes were clean, all employees were nice and happy to help. I'd fly them again to Hawaii no questions asked. read more

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Worst airline I've ever seen. Massive flight delays and overcrowding. Not worth any savings you might get by booking with them. BUYER BEWARE. read more

I don't know why so many reviews here are about people wearing costumes, I travel in business casual usually. And that's a problem because American Airlines subscribes to the Frontier Airlines approach to coach class passenger space. It's probably wiser to wear yoga clothing and be very thin and small and, well good at yoga if you're going to travel American. Sometimes AA does have the best prices, but be wary of all the add on costs, they do charge for everything that used to come gratis with the passenger ticket. The personnel on the ground at MKE are better than AA employees elsewhere, but the general delivery of customer service (and I'm still puzzling over this costumer service that other people have experienced, why would you travel in a costume?) is lacking enough that I think this is a company that doesn't treat it's people very well. The low worker morale is palpable. Every flight I've taken in the past couple of years on AA has been delayed, which is some remarkable consistency. I think one problem I might have is back in the day, American Airlines was up there with Braniff, Pan Am, United, TWA, Eastern, in the 1970s they all competed for excellent passenger comfort. Back then AA's advertising tag line was "what we do best." Today's AA suffers terribly from memories of what they once were. You know now that I'm thinking about it, back in 1977 I flew from ORD to RDU next to a guy in a Blue Demon costume and I think they did treat him pretty well but I don't think that was AA, I think that was Eastern. read more

Fly another airline if possible. While other airlines (for example, United, Alaska, etc.) provide award miles that do not expire, American does not. American miles can be reinstated within 24 months but not without paying a ridiculous fee. Save yourself some grief and shop elsewhere first. read more

Here's something you never want to hear as you're powering down the runway.... An awful grinding sound like a spoon is stuck in your garbage disposal, followed by a nasty burning smell... Followed by the pilot saying "Aaaahhh folks.....we just lost....aaaahhh...an engine indicator...so, aaaahhh....were headed back to the gate to check it out. Aaaahhh...nothing to worry about though...." Shenanigans, sir - but I appreciate that the mechanical malfunction happened while we were on the ground and not on landing. Despite needing to change planes and a two hour delay, we rolled in safely to MKE. Not exploding in a giant fireball due to massive engine failure? I'd have to rate that as "A-Ok". read more

I flew in from working for Uncle Sam in Spain and the airline has misplaced my bag for 4 days now. They are unable to track it because it was initially tagged by Iberian Airlines, one their friends in an obscure airline alliance. Now when I call in, I get stories on now it can't be tracked, but no one can tell me if bag is in Dallas or Milwaukee. All I know is I'm getting bad service. read more

Extremely poor costumer service at site level. I emailed corporate about my issue and was ignored... I will avoid AA in the future.

Flight AA3069 on March 6, 2020. First the plane comes in late... then we have to sit at the gate and wait another eternity... get into the plane and meet a flight attendant (older blonde lady SUSAN) super rude... literally open seating all over the middle section and she's gives some BS excuse about weight shift... like one side is empty and the other has 2 big dudes. If anything I would balance it out. Don't give bs. Just say it's not allowed. American not bad airline- its decent... I get there are delays... but flight attendant was horrible. Train your employees better. Update: Omg stupid flight got delayed and only had 7 minutes to get to my connecting flight... because the next flight not until 7 hours later- I didn't want to wait... full on sprint to across the airport... made it barely on time as they were closing the door. Full on sweating in the airplane. ‍ wtf AA. you suck read more

This airline is extremely disorganized. I had really helpful check-in attendants at Milwaukee, but when I went to drop my luggage, there was nobody there and the counter attendant said, "Just leave it. They'll get it." Contrary to the TSA soundtrack on repeat that says not to leave my luggage unattended, AA told me to just leave it. ...what? They had bigger problems at the gate. Two planes to Chicago, the 7:55am plane didn't have a working smoke detector, so they called for a bus to take the 7:55 passengers to Chicago. My flight, the 8:50, had a mixture of passengers from the 7:55 and our own. But, another aircraft, rolled up to the gate to take more passengers to Chicago. Leftover bus passengers, but none with roller bags. See where this starts to get confusing? Luckily, I made it to Chicago. Gate change and then the worst possible gate set-up ever. Also, not a loud enough announcement for boarding groups-I had missed my announcement. The plane left on time, and arrived on time. I had adequate space, but the flight was freezing. I went to ask for a blanket and was told AA doesn't offer blankets. Boo. 2 stars. I was practically blue. read more

Against my better judgement decided to take a flight from MKE to Philadelphia to catch my flight to Rome. I did this because I wanted to spend as much time at home with family before my long flight and I didn't want to drive to Chicago. As we are getting ready to board the plane a tire needs to be changed, no wait now actually there's a bunch of repairs that need to be done, 2 hours of fixing would definitely cause me to miss my flight to Rome in Philly. Now I'm on a bus to Chicago. The whole reason I took this flight with American Airlines flight is so that I wouldn't have to go to Chicago!!! They have me on a bus that stops every 15 minutes or so, who knows if I'll even make my flight out of Chicago. The service representative that helped me was so slow, I tried saying, "hey if there are no more flights to Philly- don't you think I should get on a bus to Chicago so I can actually get on a plane heading to Rome?" It took him 30 minutes to figure this all of and subsequently I missed he first bus to Chicago. American Airlines is the worst, every time I fly with them I have some sort of issue. They didn't even offer me a travel voucher---- where's the money I paid towards my Philadelphia flighty going now that I'm on this bus that cost AA maybe $15???? read more

I booked a flight for the wrong day for $150. When I asked to reschedule it for today I was told it would cost $1200, as there was one seat left. Fair enough, so I found another flight for $250 and asked if I could reschedule to that flight. I was cheerfully told that would also cost $1200... to reschedule a $150 flight to a $250 flight. read more

While mechanical problems and weather delays are sometimes out of people's control, customer service experiences ARE something that an airline can control. When having to deboard a plane after a mechanical problem this morning, the gate staff missed an opportunity to redeem their company with a plane full of disappointed and angry passengers. They were flat out rude to individuals as they worked through rebooking passengers and treated questions and concerns with absolute disregard. Now among my top three worst air travel experiences. read more

Never fly with this company when you book and you make a mistake and then you try to rebook the prices go up on purpose so they could take your money from you this company is a bunch of thieves after my next flight I would never fly with this company ever again and if it was up to me I wouldn't Leave a star rating read more

It's hard to believe that such an old, established airline like American can be this bad...but, it is! My flight from NY to Madison, WI connecting through Chicago was delayed in NY due to inability to get the jet fueled up. We were delayed almost an hour which meant my connecting flight was going to be missed. Rather than wait until I arrived in Chicago and risk not getting a seat, I decided to use the handy AA app on my phone to find a new connecting flight. The new connecting flight I selected only had 3 "preferred" seats left so, I picked one and paid the $25 up-charge thinking I was get a refund once I explained that I was forced to do this due to American's delay. Wow was I wrong. Not only did I not get a refund, I was insulted by customer service agent. She basically chastised me for using the AA app and explained that I should have just waited until I got to Chicago and spoke to a gate agent (totally ignoring the fact that I HAD to be in Madison that evening and couldn't risk not getting a seat on a new connecting flight.) When I asked to talk to a supervisor she basically told me that I couldn't and that I could only go to the web site and contact customer relations. Hard to believe this company is still in business! read more

The pet shipping is completely useless. Had all the requirements and the included letter of acclimation which basically mimicked their pet temperature policies and they sent me away. What a waste of time!! How come a competitor does even want or ask for such a document. Makes me wonder how many pets have died in this companies care. 0 out 5 Stars - choose someone else. Cheapest isn't always the best. read more

If I were an American Airlines employee, I would take any early retirement program offered because the US Air employees are going to eat you alive. They actually care, unlike the American Airlines "veterans". The most valuable employee at American is "they" as in: "I cannot help you sir, they have control of it in reservations." read more

AA damaged our baggage. They gave us a claim number and sent us on out way. We were later informed that we would have to return the bag to the airport (2 hours round trip) so they can take pictures of the damage. Why didn't you take pictures the first time? NOT HAPPY. read more

You suck! I can't believe you would have the balls to charge for bags after having such a crapy airline!

Wish I could give 0 stars. Every time I've flown American there have either been significant delays or cancellations. I only fly them to save a couple hundred dollars on my flights but this isn't worth my time and stress anymore. Flying back and forth from Philly to Milwaukee isn't even worth $234 round trip that I pay. Waste of time and money. Not reliable at all and I feel awful for all the people with connecting flights that always miss them for stupid things like this. American needs to upgrade their planes so there are less issues and they can actually fly as scheduled. read more

They got a delay in my fly then charge me for luggage and never refund my money!!! They keep my money also two unprofessional guys in the counter don't tell me where is my luggage and send me to make the line, almost cost me lost my fly them won't understand anything and the Superviser never answer my call this is my last time flying with American. read more

Based on Milwaukee Marriott's failure to activate my 4 am wake up call, I could not make my American Airlines Flight at 6:45 a.m. on 9-23-18. While the first American Airlines agent to help me at 7:20 could only book me on a standby flight at 5:20 pm., Devon the agent for American was truly my guardian angel. When I approached him at Gate 55 around 3 pm., he booked me on a confirmed flight to Dallas then a connection to Ontario, CA. Had he not done so, I would have slept at gate D56 waiting for a 9-24-18 Monday flight to return to California. While I arrived home at 1 a.m. on Monday morning instead of 1 pm on Sunday 9-23-18 (had the Marriott activated my wake up call), I was so grateful for Devon's help. Way to go Devon!!!!! read more

Wow I can't believe they are still in business. Had a flight cancelled due to weather in Chicago-ok-but the staff involved in re-scheduling was about half ok and half abysmal. Very helpful people at ticket counter-but-the flight we got assigned to was over booked so the solution (on a flight from Wisconsin to Spain) was to split up my wife and I. We would have arrived in Spain in different days. How the employees at the ticket counter can't make seat assignments is beyond me. Bumping passengers with confirmed reservations for employees and friends of employees who are on standby. Rude staff who can't be bothered to do their job because it's stressful to reschedule passengers. Gate staff and ticketing staff apparently don't talk to each other and have very different ideas of customer service. I will add to this if I ever get to my destination (with Delta). read more

Horrible customer service. After waiting over an hour on hold with them my question was answered in less than 5 minutes with an answer that was less than sufficient. Very disappointing especially since I was on the phone with United Airlines for less than 10 minutes total and had more than adequate help. Extremely unprofessional. read more

We booked a round trip flight in Oct from Phoenix to Miwaukee, then back to PHX on 12/28, and becuse of a snowstorm in Mlwaukee that we ALL had a three day heads up to plan for, our flight was canceled. That's fine, we get that you can't control the weather. What's NOT fIne however, is the fact that we were NEVER contacted by the airline, nor we booked on another flight! It was not until we actually reached an agent by phone after calling ALL day and waiting out a 2 hr & 37 min hold that we were told we couldn't get a new flight until Wednesday (today is MONDAY), which would be an 11 hour trip as opposed to the non-stop we originally had. In addition to that, apparently I was booked alone on that flight, while my husband wasn't booked at all!!! We also let them know that as of tomorrow we'd have two unattended dogs at home, as we only hired an in-house sitter until our scheduled arrival, but that could NOT have mattered ANY less to them, judging by their "we can't control the weather, so call somebody who can" and hang up. We have now incurred an unexpected $1350 for tickets with another airline (who were quite obviously pricing according to people's desperation to get home), $250 for a TWO night hotel stay, and $500 for our original pet sitter to find somebody else to step in until Wednesday. We are absolutely disgusted with this airline, and the grossly incompetent "customer service" representatives they employ. We will, at the very LEAST, be reimbursed for that $2050 we were required to spend, and quite honestly even if we were offered two free tickets around the world WITH that financial reimbursement, we would laugh maniacally at their assumption that we would EVER utilize this horrible joke of an airline again. No wonder the entire industry is failing miserably and airlines are consistently going bankrupt, and it's no wonder American Airlines has become known as a last choice airline, coming in a very distant last to companies like Southwest. NEVER AGAIN!! That's a shame too considering my husband and I are a very early 40's, young professional couple with no children who travel A LOT. read more

After waiting for over thirty minutes after our flight was suppose to take off we found out that there was no crew for our flight. They then said that they were working on finding one. After two and a half hours they decided that our flight was then cancelled. We then had to wait to rebook and felt with a very incompetent front desk lady. After it took her 45 minutes to rebook us we had to find a hotel, that the airline didn't even offer to pay for even though it was their fault our flight was cancelled. After a short night in a hotel we had to go back to the airport to catch our new flight. We had been told that we would all be sitting next to each other and that there wouldn't be any delays in our flights. We were mistaken. Once we landed in Phoenix we waite step three hours before we even boarded our plane, this was after they did a last minute gate change. Even after we had to wait three hours for our flight, we had to sit on a hot plane for and hour and a half before it even took off. We had been told we would land in Chicago by 2 pm. We didn't arrive until 5:30 pm. With myself being pregnant all of these changes, delays, and cancels we're very hard on my body. Not only did we have to pay for a hotel but we had to pay for an extra day on our long term parking. When I emailed this airline, they apologized and said that there wasn't anything they do with cancellations or delays. My husband and I have flown a lot. This was our first flight with American Airlines and it was TERRIBLE. Go with another airline when you find your self booking. It will safe you a lot of time. read more