Mindy who works at the service counter in Reno was mean. She raised her voice at me and acted irritated. Don’t work in customer service if you can’t handle it. Lots of people need jobs and people like Mindy should go away so someone better who appreciates the job can have it!!

Me and my family boarded a flight today! Worst customer service, I have experienced flying. I expected more from American Airlines. Everyone at the kiosk was in a horid mood! Sean, Qing, and helisha the supervisor, did not care to make it better or realize they were all in a terrible mood! When I was trying to scan in my QR code Qing kept giving me attitude and was not trying to help me figure out which one I was missing. Helisha then proceeded to then point out there were 8 people in line in back of me I kept asking her which seat am I missing? And she continued to give attitude instead of helping. I then let her know your customer service is terrible, and I pernounced her name incorrectly she then in a nasty attitude said you pernoounced my name wrong. I asked for the supervisor her name was helisha and I let her know the experience was terrible even though she Apologized it was not sincere. Sean charged me extra for a carry on it was less than half an inch off I have never been charged for this specific luggage it's a carry on. They should not be up greeting customers that are getting ready to fly they have 0 customer service skills. I am trying to fly with my family and have a good holiday. Terrible! Terrible experience!

AA ticket counter employee at the Reno airport this morning (who was actually named Karen) was extreme rude, speaking meanly to my sister. Furthermore she was full of self-importance and even more full of incorrect information. She tried to deny boarding a pre-paid 5 pound puppy in an airline approved carrier (which had already been welcomed aboard Southwest happily) by saying the carrier was too small for the 5 pound puppy. (What a joke!! It has to fit under the seat!) Once again AA employees rude treatment of customers confirms my 20+ years boycott of the airline. Wake up AA and get your employees trained by Southwest Airlines! And my apologies to my sister who endured this rudeness on her first visit to Reno - Sis, I assure you that that AA employees rude behavior in no way reflects the warm and hospitable nature of Reno, NV.

Check bag line had been waiting and backing up after employee just ghosted her desk. She did not say anything and was gone 25mins before another employee yelled at our whole line move over to the very long line for the non self check bag. After all of us move over there they reopened the self check line but we were already in the roped in area and couldn't go back out. Then the proceeded to start taking people that had just got there in the line they just made us leave. This mad us almost late to board our plane because it took over an hr. The self check is there to speed up the process. This is a huge airport and getting here 2 hrs early was almost not enough due to this absolute terrible experience.

Unfortunately, I do not have many good things to say about this airline. They delayed my flight during the first half of my round trip and made me late getting to my destination and messing my whole entire schedule and vacation up. Now when I am trying to return, they cancelled my morning flight and made me rebook without ANY compensation for the earliest flight leaving at midnight (assuming it leaves) and I will be flying into a hurricane and may not even reach the intended destination on time (knowing how “reliable” American Airlines” is)… I will be choosing another airline from now on. Customers beware!