I've been traveling on AA for the past 20+ years, and one thing I've always says remained consistent was their lack of customer care/service, so I never expects anything much from the airline before during or after the flight has concluded. They never seem to care to improve on their service delivery...yet I stay loyal...if you were to ask me, I'll just say it is what it is...what can you do? The flight attendants are usually not friendly and don't apologize for anything, it's almost like you're a bother to them...the only area I must say I feel a little hopeful is the call centre...for when there's a problem with my booking I usually get someone to talk to on the other end...(which is refreshing these days as companies seems to be leaving everything to a computer to resolved) My recent flight had a bit of an issue and I was able to get it resolved straight over the phone...I really appreciated this, just wish it could be more consistent and across the board.

We travel a lot, but I have never experienced anything as bad as this. Flight cancellations and delays seem to be standard practice for them, that too not just by hours but by several days. When you call their customer service, no one has any idea what’s happening. To make things worse, their app and website show completely different updates. Their crew (both on the ground and in-flight) are extremely rude!! they yell , make faces on passengers, literally are treat them like a burden, and it’s clear that no one takes interest in their job. And the food? Absolutely terrible. On a 15-hour int'l flight, it’s the last thing you’d want to eat. Overall: total garbage experience.

My flight with American Airlines was delayed 15 hours with no clear explanation. This not only caused stress but also prevented me from claiming my travel insurance. The airline gave us only a $12 meal voucher—not enough even for breakfast at the airport. Hotel arrangements were a disaster: the hotel listed as 9 miles away turned out to be 35 miles away, and the taxi service overloaded cars, making the trip even longer. On the return, the service was so unreliable that I had to pay $84 for an Uber at 2 AM to feel safe getting back to the airport. Staff at the counter were rude and unhelpful, boarding was chaotic, and although the flight was scheduled for 1:00 AM, boarding didn’t even start until that time. To make matters worse, the delayed flight was not visible on the airline’s website, the airport’s site, or flight trackers, leaving our families worried with no information. Boarding passes were not reissued, adding to the confusion. Overall, it was a terrible experience—poor service, disorganization, and lack of empathy. American Airlines should do much better.

My and my partner literally got the same flight and same row and got different gate numbers. Now I’m heading to atl from New York and have to wait for my partner because his ticket was printed incorrectly. They wouldn’t let him on at time of departure (11:34) but it’s 12:20 and we are still sitting at the runway. I had better experience with spirit and that is embarrassing to say. My bottoms hurts and we are still on the ground. I have to find my partner luggage and wait at atl airport for god knows how long. The worst experience I ever had talking a flight including frontier. At least they gave us food vouchers.

My flight was canceled for no reason, then delayed multiple times — over and over. We were left standing for an hour with no air conditioning. Just an absolute mess from start to finish. Avoid this airline at all costs. I would never fly with them again.

I did not have the best experience with them because of a hurricane that was affecting Florida and New York. So my flight was canceled. And I was put on standby and my standby flight was also canceled. Although it was a difficult situation to be in because I was stuck in a different state for two days, I gave American Airlines four stars instead of less because, they continue to try to help me and my husband get back home despite the cancellation of flights, and they helped us get flights without us having to buy new tickets. It was a dreadful process, but all in all I realize that they did all that they could.