American Airlines Customer Service

American Airlines Positive Reviews

Very helpful!!I downloaded this app for my most recent trip to California and I’m so glad I did (I don’t know how I would have survived without it)! The app was great at getting me checked in/boarded, keeping me updated on my flight status and luggage status*, as well as keeping me informed on gate changes (which gave me so much peace of mind for someone who has never flown solo before and hasn’t had much experience with airports) *The one suggestion I do have for the app would be to only send notifications about baggage claim to those people who actually need to pick up their bags. Going to California this didn’t happen to me but coming back, I had a moment of sheer terror because I got a notification saying that I needed to pick up my bag for my connecting flight which would have made me late for the next one. After asking the person at the gate if this was true they looked at my baggage claim tag and told me that my luggage would be transferred and that sometimes everybody on a particular flight get that notification even if it doesn’t apply to them. Eventually, the app updated my bag status to being loaded on the plane as I was boarding but I definitely panicked for a good 10-15 minutes. Other than that one thing, I had nothing but a positive experience using the app.Marley_maeVersion: 2021.14.1

Customer complaintsI just wanted to make a note about some of the complaints about aadvantage or American Airlines I do not work for either aadvantage or American airline’s . This review is based of a logical approach and a logical opinion We as the customer have developed a “ entitled “ attitude towards the airline’s industry and as such towards society . This rule of “ the customer is always correct “ mentality is giving rise to ignorance . Just because an airline cancels a flight or delays a flight does not give you the right to berate an airline and it’s staff. We as a society are not royalty. Yet you as the passenger make yourselves out to be . Please stop Things happen . I get it . It’s an inconvenience . Hey my plans have been ruined but at the end of the day it does not give you the right to attack an airline and it’s staff just because you have been inconvenienced . We all have . Move on be polite and live to see another day . Be grateful that the airline’s are there in the first place . Just because you have had a negative experience from American Airlines immediately you state “ oh I’m Never flying them again “. Put your big boy pants on and be respectful Thank You.KLXA380Version: 2022.16

Rather impressedAirlines have taken an (often well deserved) beating as of late. Flying is a pretty miserable experience, for the most part. The fact that you have to steel yourself for whatever the length of time of the trip might be pretty much says it all. All that said, I installed the AA app several months ago with low expectations. Now I’m impressed it works really well in providing very good, right up to date information. It even maps out how to get from one gate to another when making a connection. Very nice. The one thing that would be nice to add is making it easier to edit passenger information, such as TSA PreCheck and Passport numbers. As an aside, I have to also complement AA. I recently had to make changes—twice in two days—to a complicated overseas trip and the agent on the phone could not have been more helpful. The aggregate time to make both changes was only about 30 minutes, including waiting for a call back (rather than wait on hold). And no charges for either change. I’m fact I got a refund because the new flight was cheaper. I had stopped using AA about 7 years ago because of serious problems with their service. I only returned (planned to be briefly) because I had some miles to use. Well, they’ve won me back..LSSR22Version: 2023.16

Most things good but service reduction on flights truly a sad way to skimp on service to save money.The app is almost always very efficient.... but recently, my seat assignment that I chose in a premium economy as a Platinum Pro an aisle seat 9c when I made the reservation... but I went to check later that week I saw that my seat assignment was changed to a window seat which is not what I chose. Also... when I am in Premium Economy seats or pay for First... it is pathetic that you are not serving beverage service .... and can’t serve a snack or light meal as was our rationale for buying First in the past ... the service and the way we are treated in first.... so obvious that the management is using Covid as an excuse not to give the exceptional service that American has been known for.... other carriers are treating their loyal customers much better... makes you think about your Loyalty to American going forward. Just wanted to let you know how so many of your customers are venting and expressing their disgust with the level of service commensurate with Southwest or Spirit..SlpoulosVersion: 2021.03

Terrible appTerrible app, this isn’t very functional compared to the United app. I dropped United last year and I am a frequent flyer and now Platnium pro. The WiFi functionality in the air to stream just doesn’t work well in the app. How you have to switch back and forth multiple times going from ur WiFi settings to the app in order to play a video. U should simply be on the WiFi and then be able to select entertainment and be able to select the video all in the app. The upgrade list isn’t well done and isn’t able to be seen in real time except right before boarding. Interactive maps are terrible. Push notifications for boarding, or modifying push notifications to 15 min before boarding so you can leave the Admirals club and make it to your gate on time. Also it is a pain when ur boarding pass expires when in the air, a big problem when ur flight is delayed. I get better notifications from Kayak about my American Airlines delays and baggage claim then I get out of the American app. It is truly a disappointing app..Swooshn1Version: 5.10.6

The app is greatI read through the reviews and took issue with most of them. People qualify themselves as frequent fliers and then mention that this app is dysfunctional...as an Executive Platinum member (i.e.- I fly), I find this app highly capable. I find it useful in every way that I need it to be. I’m able to book revenue and award tickets, I’m able to select my seats, and when my upgrade processes I’m able to recheck my seat in the new cabin. I’m able to check-in and I find the app to be very useful in receiving flight updates. My company uses concur, and the moment my flight is reserved in concur it shows up in the app. I’m able to understand if my flight may be impacted based on the app-provided “inbound” flight, and I’m able to live-track my baggage in the event that I check bags. I’m not sure what people expect from an app, but in reading the reviews it seems that people are hoping that the app somehow will solve all of their travel nightmares, but I’m afraid those are classic weather, mechanical, and customer service issues..StewbinatorVersion: 5.11.4

Issue on flight 594On 7/2/22 my family and I were seated and ready to leave on flight 594 from Guanacaste Costa Rica “Liberia International Airport” when the pilot announced that the flight was having a fuel pump problem and that (31) passengers and corresponding luggage would have to get off the plane in order for the flight to be lighter. American Airlines was amazing in handling the situation, a total of (36) passengers were accommodated at Planet Hollywood Resort. The airline not only provided accommodations and food for all of us at a great resort, they also provided transportation to the resort and back to the airport. The Airline not only accommodated us on the next day’s flight 1238, they also provided me and my family with future vouchers to use towards future airline reservations. I have to say we were very impressed and appreciative with the way American Airlines took care of all of us. Thank you so much for everything! You have definitely earned all of our future flight traveling..Damn0815Version: 2022.16

No allowance for nor providing 1st class and split up husband and wifeMy husband purchased 2 first class tickets round trip. Through several changes for the trip back, the computer split us up and we had to check in at the gate returning gate. To make matters worse, we had to pay an additional $71 to make the flight. Then half way home the flight was canceled. When given the options, it was for only one of us. As a result we got one 1st class and one main with a 2 day delay. No offer to reimburse use Last Jan I had a one way first class ticket from Denver to Bradley one stop. American gave me 2 stops with the longest in main and NO reimbursement for not providing me with 1st class. I am a life member of the Advantage and have flown American almost exclusively for 40 years. This is the worst I’ve ever been treated by American Airlines. What’s worse is that I pay a premium to sit in 1st class only to be denied because others have been upgraded..CoursefanVersion: 2022.05

Saved me so much timeI had a flight from Philadelphia to Orange County with a layover in Dallas. Due to weather in Dallas, I experienced several delays and cancellations, so my 7 hour travel day turned into a 22 hour travel day. Every time there was a complication, this app notified me and easily gave me an option to change my flight. I didn’t have to go through the hassle of going online and booking it from the website; everything was right on the app. I learned about flight cancellations, gate changes, and general updates on the app wayyyy before the airport gate boarders updated us in person. When I landed in Dallas for the first time, I was immediately notified of missing my layover flight and was able to change to another flight before I even finished exiting the plane I was currently on. If I didn’t have this app, I probably would’ve lost my mind/missed even more flights. Definitely a necessity if you’re flying American in case of events like this..Luciano_menzoVersion: 2020.20.1

Made whole trip convenient!This app really made my travel experience easy not just in terms of getting flight and boarding info, but also navigating unfamiliar airports quickly. I didn’t need to enter any info to have my reservation front and center, and it filtered out legs of my trip that I completed (though they’re still accessible) The app has a map of each airports on the reservation, with their terminals/gates, and marks where the gate is in the map. You can also get directions if you want to. I had very short layovers and needed to get quickly to my next gate, and this app made figuring out where and how I needed to get there effortless. In addition it shows nearby airport restaurants and other things by name on the map. Also, when browsing restaurants, it pre-filters them based on where you’re at. It even has their menus, which I appreciated b/c I eat GF and wanted to know ahead of time if it would be a waste of time to eat somewhere. The map loaded fast too, and didn’t chug when I scrolled/zoomed. The confirmation reminders helped me not forget to do it, and the boarding passes added to passbook in the proper order (small detail but other apps have messed this up or don’t add all boarding passes for a multi-leg trip). Bottom line - I always felt the most relevant info to me at the time was present, was easy to find, and never slowed me down. Best airline app experience I’ve had. Don’t change anything!.ViridianPhotonVersion: 5.14.0

Reliable information, very professional. No stress!Unlike some others, I do find this app intuitive. Love being able to see inbound flight info, and updates for flight information is very timely. I feel like I have an inside track because in many cases, I have learned about gate changes and other info before formal announcements. Seat change requests are accurate, and I’ve never been let down. When traveling, we rely on having accurate information and having control, and this app helps me keep the stress level down because I never have to guess. Yes, sometimes the in-flight entertainment is glitchy, but I’m on a plane sharing a small network with many users so I’ve stuck to using data, only for work, and viewing downloaded movies or listening to downloaded music. There are too many other entertainment options out there these days for me to hold this against the app when that is not it’s main purpose..Chicago Dad151235Version: 5.5.0

Rude staff, need to update planesI was sitting in an exit row in the seat was empty, our son booked his flight separately and was about ten rows behind us, I asked if he could move to the empty seat in between us and they said no because he did not pay for the upgraded exit row seat. I offered to pay for it and she said I would have to do that at the gate counter. She was very rude about it. So the seat was empty the entire flight and our son could not sit with us because that is their policy. I know Delta would have let him sit with us because i’ve seen it happen and have done it before. My second reason for the one star review is that they need a serious upgrade to their planes… They are old, sound very rickety, and the seats have no padding left. no screens to watch movie time and no free Wi-Fi, both of which Delta has. This will be my last flight with American Airlines, it’s back to Delta for me..MPress01Version: 2022.22.1

I love this app! By far the best airline app!I didn’t realize how much I love the American Airlines app until traveling on a couple different airlines recently and I really came to appreciate it. I get notified immediately through push notifications when there are any delays, flight changes, etc. and it also updates all the information on the boarding pass in my Apple wallet. I expected this from another airline and didn’t receive it - got all the way to that gate and then customer service before finding out a flight was cancelled, which never would’ve happened on American! Everything, including same day flight changes is a breeze to do in the app, and I also have been able to reschedule flights easily: I got notified that my flight delay would cause me to miss my connection and was offered other flight times that I could book immediately. Huge fan of the app and of American!!.EllejayareVersion: 5.12.3

Great App, Continuous DevelopmentI just opened my app in order to check in for my flight tomorrow from BOS to ORD. Upon refresh, I received a notice that they were looking for volunteers to take a different flight and wanted to know the minimum I would accept to switch. It said my choice had been noted and if needed I would be called to the desk tomorrow! Wow! That’s using technology to prevent fires instead of always fighting them. There is bad weather across the country and they are really working to prevent as much pain as possible at the airport tomorrow. I have one suggesting and this app will be simply the best in breed. For upgrades, please put the number of seats available along with the number of people checked in. That way you have a bit more of an idea if an upgrade is even possible. Currently, you can see your name of the list but not how many seats are available to begin with. Delta does this and I love it!.MiscMel70Version: 5.13.4

Check in function not workingGenerally a great app but today while checking in, it kept erasing all the address data entered and took me back to the first address line.Jh KenyaVersion: 2023.16

Was Good ExceptEverything was good except outrageous manager at gate C28 at DFW airport upon getting on our flight. Totally rude and inappropriate.Restrain Your Manager!Version: 2023.3

AmazingVery easy to use!.SempederVersion: 2023.13

Very good besides some bugsVery good app to manage the trip to check in and to have the boarding pass. However, it happens that there are bugs very often so you cannot check in your flight… specially with the new VeriFLY app..Volha&YounessVersion: 2023.1

Great Service & StaffEverything from the check in process to baggage tracing were excellent and efficient. Thank you!.ReyCard1Version: 2022.26

ThanksThe times are hard but sometimes is absolutely necessary to travel do to important reasons thanks for making this posible had a great experience..KarlaSSBVersion: 2021.17

No Canada!The app will not allow Canadian seat upgrade purchases. The app is great for the flight, entertainment, etc. but if you don’t have a “zip” code, it will not let you purchase or upgrade a seat, even when you put Canada in the “country”field. On the bright side, the AA website is a little more… Canadian friendly so just jump on the site when you need to upgrade..Scott comicVersion: 2022.9

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American Airlines Negative Reviews

Just a terrible appIf you create an app that takes reservations, allow the user to go to another window on their iPhone to look and collect other information while not omitting the whole reservation that one has already inputted. I switched over to another window to look up my girlfriends tsa number, went back to the AA app, and boom. All my inputted info for my reservation was gone. Back to step one. So I go back to my credit section(because I have a flight credit), and the site allows me to book from my trip credit page. It even says trip credit at the top of the app as I’m booking my flight(for the second time). I fill everything out again, get to the payment section, and I swear to god it asks me how I will pay for it and if I will use a credit or not. Funny. I thought it would automatically add my credit since I started the whole reservation from the trip credit section. But no. It suddenly asks if I’m paying with flight credit, trip credit, or credit card. So I go back out to find out if it’s a flight or trip credit and to find the credit number. But guess what? As soon as I do that it cancels everything I’ve inputted again. How dare you allow your stupid app to treat your customers this way. You force us all to use these stupid apps because you can’t afford real life ticket agents, and then the apps are designed by complete morons so you drive all your customers insane. Thanks for making this all so easy..Blasphemy6Version: 2023.15

DO NOT FLY WITH THESE PEOPLE.I have used there airlines for the past couple years and all I can say is even spirit is better than them. From damaging my baggage twice and once refusing to let me file a claim, to one of their flight attendants literally talking negatively about me on a flight to a passenger in front of me. On top of that, when I finally was able to file a claim, it took them 2 weeks. Their automated system won’t let you speak yo anyone if you even mention baggage, and if you have trouble with the claim online it doesn’t let you speak with anyone. I had to get it through the complaint department which at first turned me away. Then when I finally got a hold of someone weeks later, they denied my claim (less than 24 hours after submission) saying I had minor damage, that I had to get myself to an airport so they could fix it (for context my bag had a wheel ripped off, metal ripped off sockets and tears to the point where I can’t even roll it) and I had to get myself to an airport over an hour away (still fighting them about transportation there.) the person I’m currently dealing with sent me an email and called me literally 10 minutes after sending it for no reason with no warning either. Very unprofessional. Not only did they beat the life out of my bag but refuse to pay for the damaged things inside. Oh, and if they lose your bag, it’s the same process. Disgusting and greedy airline that doesn’t care..Saige0.0Version: 2023.7.1

HORRIBLEDO NOT FLY WITH THESE PEOPLE!!! We flew round trip from Tennessee to Texas, having a layover in Charlotte. We were headed to my step mother’s funeral. EVERY SINGLE FLIGHT WAS OVER AN HOUR LATE. We arrived at Charlotte on the way to Texas. What should’ve been a 2.5 hr layover ended up being 3.5 hr layover. We arrived to Texas late and had to stay two hours after we landed to hunt our luggage that was left in Charlotte. It took forever for us to get a placement on our luggage and when we would receive it. A lady in customer service over the phone assisted us quickly but everyone before her played the blame game and said there was little to be done. By the time we tracked the LATE plane carrying our luggage, WE MISSED THE FUNERAL. On the way back to Tennessee, our plane was 2 hr late which made us miss our final plane that was scheduled to land at 3:55pm. We now are waiting to board a flight that’s scheduled to board at 10:25pm. Each flight should’ve been no more than 4/5 hr total but ended up being an all day travel. I WILL NEVER FLY WITH THEM EVER AGAIN!!!! I heard this has happened several times prior; but against my better judgement, I wanted to give them a try. BIGGEST MISTAKE EVER!!!! Not to mention, they double charged us for a flight that we’ve not received credit back for; and the people working boarding desk are extremely rude. The only reason I’m giving them a 1 star is because it ring allow me to rate them at a zero..By miss.kkVersion: 2022.29.1

Horrible experience with VeriFLYFlight 805 from Cancun to phl... April 5 238pm VeriFLY downloaded before the trip. Our trip went as planned and we had a wonderful time. We were not able to check into our flight or make any changes using the app the night before. Our transportation got us to the airport as scheduled around 12:15. This would leave plenty of time to get settled and arrive to our gate. When we arrived at the airport we still could not check in at the kiosk there were 2 lines one for VeriFLY and one If you did not. I explained that I had VeriFLY but it was loading and my husband also had it and I was his companion. We were sent into the main assistance line and we did not reach the counter until 1:45 boarding started at 1:53. The rest of our party was at the gate and relaxed. We were so tired that we even asked if there was a voucher or option to stay and change our flight to the next day. After all of that standing in line They didn’t even ask for the paper of the negative covid test. We were extremely frustrated and disappointed in this process. Other airlines had the option to quickly scan the covid results and keep things moving. We arrived at our gate just before boarding was closing and thankfully friends were able to grab us something to eat. Our luggage did arrive however the wheel was broken off of my suitcase. This was truly a horrible experience..Eubanks6703Version: 2021.04

Bad Experience Flight 384Today July 23, 2023 I was making my journey back home. I was traveling with my same carryon luggage I have been using on all my flights this year. The gate agent (woman long hair) asked me to see if my bag fit into the bag display. It was snug but fit. She told me I would need to check my bag. I was trying to let her know this was the same bag I have been using for months and no problems. Instead of listening to me she was on a power trip and wanted to have control over me. She told me I had an attitude but honestly I did not. I did not want to make a scene but she did. I felt she targeted me and treated me that way due to the color of my skin. I have never felt discrimination on American Airlines until today. Further it is frustrating as there was plenty of overhead space on the flight and now I am waiting in baggage claim another inconvenience because this employee who poorly represented American Airlines. I would recommend you re assign her role to. Non customer facing role. I told the flight attendant when I boarded. I am not sure there was anymore for her to do but to say sorry. I am really disappointed. And if you go back and do the research you will see each time I was on airplanes with the Same size overhead space! I am truly disgusted and more frustrated as I stand her waiting for my bag for no good reason Beth Taylor 14RLK26.BBTBadServiceVersion: 2023.12

App was no help!!This is ridiculous; I went online & used my miles to purchase two seats together now the day before I travel as I am checking in I see that they changed my seats to two of the free center seats not together even though they deducted my miles as payment. So I call the 800# while on hold I use the chat. After over 40 minutes on chat and being switched from reservations to AAdvantage & being told I have to call the 800# I get through to 800 reservations. They are telling me they can’t do anything because I’ve already been assigned those seat & im telling them that those are free seats & I paid with my miles for seats together. She’s now telling me that she has to transfer me back to AAdvantage as this deals with miles. I’m telling her that I already chatted with them & they say they don’t deal with seating. But MY MILES WERE DEDUCTED & I DID RECEIVE A RECEIPT FOR THE DEDUCTION. YET THEY ASSIGNED TWO FREE CENTER SEATS. Rrservations says they see the mileage purchase but they don’t deal with mileage purchases & AAdvantage say they see the purchase but they don’t deal with seating assignments. Mind you it takes anywhere from 40min to an hour to get through to each of these departments. Apparently the only department that works is the mileage deduction department 😡 I have so much to do to get ready for my trip & im dealing with nonsense!!.AAdisadvantageVersion: 2022.15

Lost Bag and Bad AttitudeWe travelled to Las Vegas for a quick Christmas getaway. We arrived in Charlotte, NC early, checked two bags for a direct flight to Las Vegas. One bag went to Las Vegas and the other bag to LAX. We waited over an hour to report the lost bag on Thursday night. The bag was returned and deliver to Las Vegas on Friday morning. The airline never called to inform us. We tracked the bag via the aa app; called the airline on Friday night. They informed me that there were many dissatisfied customers in line and more than 300 bags waiting to be claimed. I inquired about when the bag would be delivered, they said they wouldn’t but I could come to the airport and search through the 300 bags. By this time, we are very frustrated. Then on Sunday morning after checking out at 3:30AM to get to the airport early to search through 300 or more bags; I took a long shot and checked with the Bell Desk. Well, wouldn’t you know it, the bag arrived during early morning hours on Sunday; no call, no text from the airline and our final day in Las Vegas. Additional the Flight Attendant on Flight 1665 was ok. She wasn’t as attentive as the on Flight 1335. We sat in First Class and in Flight 1665, she was more interested in talking to her crew mate. It was early and we didn’t get the First Class Experience we paid for and deserved..QueFy89Version: 2022.29.1

Worst flight experience everNever flying AA again. I kept hearing all these horror stories and figured it wouldn’t happen to us. What started off nice ended up ruining our day. We flew from Phoenix to Orlando with a connecting flight from Charlotte. The night before I checked in with the app, cool! But then we get to Charlotte and it never gave me the option to check in so I figured I didn’t need to. The app was showing us the seats I specifically picked out when I bought the tickets. Yet when we arrive to board they say we don’t have assigned seats (even though the app and our paper tickets had seats). Traveling with an 8year girl and autistic son, being split was not an option. After much frustration, the agent finally gave us two and two seats. Not how we wanted but fine, we at least got the flight to Orlando. Of course, being Orlando, we arrive and it’s raining! With lightning! Our bags would not come due to the storm. Okay, we get it. But after two hours waiting AND all other airlines delivering their people their luggage, everyone starts to get mad. WTH?!? Ruined the rest of our plans for the day. And then we’re looking out the windows and no rain? Wish I could share the pictures I took of no rain and clouds clearing. Never again American..Samuel sicairosVersion: 2021.11.1

Constantly freezes in the chatI have photos but I started a chat the agent said he would end the chat. I realized he canceled the wrong trip so I’m quickly trying to contact someone to fix my flight and I go back to the chat at first there is no option for me to type. I touch the bottom of the screen in hopes that the area for me to type comes back up and I get asked new question. I tap it and then I get ask a new question or never kind … No matter which option I choose the screen just buffers. I have tried just on cellular and on Wi-Fi. In addition i was having issues seeing the tickets that were placed on hold for me. The app user interface doesn’t tell you. I went thru process to book a ticket when it came time to enter my payment info I switched screens to copy my Apple Card info and when I went back the American Airlines app it had closed my purchase progression and put me back on the main screen. The issue is as a user I didn’t know it automatically places my trip on hold and with so many cards in your wallet a user should be able to swap screens or at least automatically pull credit card from their wallet. I am so irritated with the user experience. Can’t just be me.LuvelyPinkVersion: 2022.27.1

0/10I don’t even know where to start , I can’t believe I trusted American Airlines with my life & time . Let’s just start by saying the customer service is a 0 I didn’t see one employee smiling in the airport or on the plane or even close to trying to help you , I have a carry one & I always travel with it & they made me check it. It was my daughters birthday & when I say this was the worst experience it was so bad I have to leave this review so others would not go thru what we went thru. The whole flight was so uncomfortable the seats were so hard I couldn’t sleep I had to put my neck pillow under me for some comfort, NO TV’s; horrible snacks & the Wi-Fi TUH forget about it. The landing was so bad me & my family hopped out of our seats there & BACK! we get back from our trip both my handles are broke I had this suitcase for 5 years traveling & never once did it break. Then when we get home come to find out my daughters suitcase is STILL in Jamaica, again HORRIBLE CUSTOMER SERVICE they told us 48 hours we have to wait for her luggage ! I never been so mad in my entire life! I really hope this review goes beyond this because we really had a bad time flying & I was honestly scared. I can say more but I think I got my point across..Jpkcsckc2020Version: 2022.16

Terrible App from a Horrible AirlineThe only thing worse than this app, is the flying experience as a customer on American Airlines. I am Executive Platinum on American and the only reason I have that status is that I am forced to fly on American, there are just no other options many times. When flying on American, you get a sense of complete and total apathy from check in through the completion of your flight. One reason for this is the criminally negligent management of the airline. It is managed by attorneys and accountants. AA management knows it can run a sub par operation because many times you don’t have a choice when you need to fly. They have a monopoly over many markets. In addition to this, they can shave off all the profits, enrich the upper management, and if they get into financial trouble the government is more than willing to bail them out with billions of YOUR tax dollars. Why should they care? There is zero incentive to operate in a manner which provides a top notch passenger experience. This goes for all of the airlines. This is now the pathetic status of our American transportation system. Take one ride on Emirates or Etihad and going back on an AA flight is like hitching a ride with a smelly hippy in the back of his 1976 Gremlin..L1011fivehundredVersion: 2021.12

Very disappointedFirst, I was denied boarding my original flight because they closed the bag check in 42 min prior to departure and I showed up 40 min prior. I think they don’t have enough agents to staff both the counter and the gate. So they booked me on 5:18 pm flight going to Harrisburg PA versus Scranton. Then my 5:18 flight was canceled due to “mechanical.” They booked me on a United flight leaving GB at 5:30 but they have already sold my Harrisburg flight to someone else presuming that I will just get rebooked the next day. They finally got me on a Philadelphia flight out of CHI at 8:52. They provided me a hotel voucher to stay in PHI at a Radisson. Once I got to Philadelphia, my checked luggage did not show up and the baggage person told me that United didn’t check it all the way and that my luggage is now lost. They helped me with a claim form. He told me that the bag will show up tomorrow. Also the Radisson is disgusting. There are hairs all over my toilet and shower floor. There bugs in the lobby. The parking is not free (10 dollars/ night). It is the worst hotel I have stayed in years by far. I am very disappointed with American Airlines. I may cancel my credit card with you and probably would fly you guys again. Just awful!.Jzhang 8278Version: 2022.22.1

Complete Lack of SupportAs AAdvantage member, I attempted to use this app. On opening the app for the first time I was unable to log in using my credentials. I verified that I was using the proper member id and password multiple times, but was repeatedly told the information was incorrect. To add insult to injury, there is literally no way to get help on this issue via the app or online at the American Airlines web site. Trying to follow the Kafkaesque circle of links to email customer service (which, good news, we can help you through a faq! A faq that has nothing to with anything other than answering questions like when should I arrive at the airport!), to phone numbers that try to get you to wait until three days before your flight out of respect for those who are in a hurry, to the circular reference vortex of go to the website, which tells you to call customer service, which tells you to download and use the app, which sends you back to the website. Fun. No app is worth this level of malign witlessness. The people responsible for this atrocity should be ashamed, but given the absolute depravity of this worthless, steaming pile, it has to be deliberate. So gold star for you..Phileas Fogg's 'stacheVersion: 2021.11.1

Lowest level of customer service among US based carriersI had a flight this morning from JFK to FLL; upon arrival at JFK at 6am for a 6.45 flight the security line was very long; I approached an AA customer rep on the floor and showed him my boarding pass and asked him if he could move me ahead as the line was going very slow and there was no way I would be able to make the flight given the length of the line; he told me that I would have to wait in line along with everyone else and that he would not move me ahead. After 10 more minutes of waiting it became painfully obvious that I would not be able to make the flight if I was not moved ahead; I asked the same rep again and his answer was the same: you have to wait. Given the length of the line, would it not have made sense to allow customers with impending departures to move ahead? I typically avoid flying AA because if its poor customer service and its “devil may care” attitude of its flight personnel; the situation today further solidifies my position on the matter: AA will alway be my last choice in airline, in fact in the future I will pay a higher fare if it allows me to avoid having any contact with AA..SkfjdnfjVersion: 2022.16

American - The airline of last resortWoman at gate told us we had to check our carry on bags because it was a full flight and they were out of overhead space. I objected mildly because my carry on had things in it that I need/that can’t be lost or delayed. Was told they very rarely have issues with bags and that if I didn’t like I and my bag could not board. Awesome start to the AA experience! I surrender my bag and board the plane to see that two-thirds of the overhead bins are empty. I say something to one of the flight attendants about having to check my bag because of lack of bin space and get the same story about it being a full flight. Why do I have to check my bag so that someone boarding after me has room in the overhead bin? As the FA’s prepared the cabin for departure they shut the doors on all of the still empty overhead bins. At least, according to the AA app, both of my bags made it on the plane. Unfortunately, when we arrived at the baggage claim in Miami we found out that was a lie too. My checked bag and my wife’s checked bag were still in Cincinnati. Every time I give you a chance to earn my business you give me reasons to consider you the airline of last resort..ABHTCANVersion: 2021.16

Inflight entertainment is terribleThe aadvantage portion of the app works fine. However, the inflight entertainment is terrible. Last week I was on a flight and used the app to launch the inflight movies. While this is a little hit and miss (whether it works or not), this time it worked. On my return flight, it decided that I needed to upgrade and it would not let me launch the app without upgrading. Keep in mind that I am on the plane when it notifies me of this. You would think that it would let you upgrade while on the aa inflight wireless but no such luck. So I tether to my phone while we are taxiing to attempt to upgrade to the latest version. I successfully upgrade and launch the inflight movie selection only to be given an error 404 on my browser. I tried several things including powering down my iPad to get it to work but it never did. This is just one example of many where the inflight entertainment system did not work. I am in support of using personal devices for inflight movies but only if the system works consistently. Please fix this terrible and bug prone system..Shrine17Version: 2021.09

Never again, shame on AmericanI will never fly American again. 1 star is too many. The plane needed repaired and they told us it would be 15 min. It took 3 1/2 hours . The temperature out side was 90 and we had NO air conditioning in the plane . We had to wear our masks. We were offered no water ! My daughter had 3 children under 4 years old . Her one year old was ripping her clothe of because of the heat with sweat pouring off her. NO ONE asked if we needed help! Not even offer water . One woman did bring a tiny cup to my daughter. No flight attendant ask. My daughter had to ask if they had any type of snack for her daughter to help calm her down because she was crying hysterically. There was even a Christian group on there and not one of them ask if there was anything they could do until we were getting off the plane . It wasn’t until after 3/4 of the plane was unloaded did some one say let the mother and and her babies go and then ask to carry a bag . Also right before boarding the plane they never aloud people with small kids to board first and as we were boarding people were cutting in front of us. Shame on you American Airlines ,Shame on you..NicholeenPragleVersion: 2021.14.1

Misleading seat reservationUpon booking my flights I selected seats and gave a credit card to ensure that I secured aisle seats with extra leg room and priority boarding. 11 weeks prior to travel I had bilateral knee surgeries and wanted to ensure comfort and safety. On my return flight, despite all prior boarding passes and itinerary documents including confirmations, I was summoned to the gate desk less than one hour to departure, and handed a boarding pass. This despite that I had already checked in 24 hours prior and had an electronic pass with my selected seat identified. The agent said I had been cleared... apparently I was in a standby list. The seat in th pass was not the seat I had selected and paid for. I expressed my confusion and dismay but the agent simply told me that no other seats were available, that they always sold seats that were apparently unavailable and that I had been in an over sold list. I have reviewed all prior emails and passes and no where can I see that my seat on the plane was not secure. This situation seems to border on criminal. It certainly will make me think twice about AA bookings in the future..Dismayed TravelerVersion: 2023.15

Don’t fly AmericanI was supposed to leave out of Little Rock Arkansas June 11th to Charlotte. Flight was delayed due to weather, which is understandable. Whitney from the gate was too preoccupied talking about her recent trip to Disney World to even offer assistance. When she finally got to me she said I would have to fly out the next day. I said ok, will you provide a hotel. She said no it’s not our problem. So I got a hotel, and went to the airport early the next morning, June 12th. Morning flight boarded at 0613. I was there at 0445. Checked my bag and all was well. Arrive to Fayetteville NC without my luggage. Was told “maybe” it’s on the next flight Well, it wasn’t. I live about 75 miles away from the Fayetteville airport. They will only deliver bags up to 70 miles away. What am I to do now? I do work and would like to get back to it. According to the website they have no idea where my bag is. All my medicine and cpap are in that bag. American Airlines should be ashamed of themselves and their employees. I will never fly this airline again. I’d rather drive. Just an all around terrible experience. So now I’m hanging out in Fayetteville NC and nobody is willing to help..Sawyer12309Version: 2023.9

Amazing how bad this app still isI use the app every week as i travel that much. Its amazing to me that after being at this for so many years, AA STILL doesn't understand what travelers need. there are many annoying things that i wish they would solve already. 1). I live in PR, the area to store my CC information does not accept PR as a state or territory for my address. PR has been part of the US for 100 years. I’ve reported it several times but they either ignore it or cant figure it out 2- the app used to have multi-city functionality, it was taken away, so, we are going backwards? 3- i often get an “error 504” when paying for tickets, its annoying as it forces one to have to start again 4- if one is traveling outside the US, it defaults to the local language, the Language chOice option is not permanent, it should allow language preference regardless if where you are. 5- luggage tags should be added to the electronic boarding pass. 6- there should be a “order of presence for CCs, meaning which ones to use first, second, etc. The list of suggestions can go on and go, but first, fix the problems..Rudder61Version: 5.16.3

FrustratingTerrible experience flying AVL to LAX on 4 January 2023. Crew did bad job of boarding in AVL which delayed departure. Weather caused flight to circle CLT multiple times. Rushed to connecting flight and got there at 0852 for 0900 departure for LAX. Flight closed with no consideration of late arriving flights into CLT. AA agent rebooked us thru Austin, TX with only 30 min layover. Flight was held up for late connecting passengers which is right thing to do but inconsistent as this wasn’t done for my original flight (see above). Of course with only a 30 minute window missed connection in Austin. Rebooked Austin to Dallas then to LAX. Arrived LAX 12 hours later than scheduled arrival. Checked bags arrived ahead of me. 40 minutes in line at Terminal 5 baggage claim only to be told bags were in terminal 5. Fast forward to now, 22 January. I am writing this while standing in line at RDU AA baggage office. Flew from AVL through CLT to RDU and checked bag did not arrive. I had 2 hour layover in CLT so don’t see how this happened. My options flying from AVL are limited but I will exhaust all other options for future flights before booking AA..F-E-FVersion: 2023.1

Terrible Customer ServiceArrived at the Idaho Falls airport 45 mins prior to departure and no one was at the baggage counter. There were a few of us standing there. Eventually I stepped over to the Alaska counter where I was told that they stop taking bags 45 mins before takeoff. We all went through security and had to throw out all our shampoo, conditioner, face wash, lotion, suntan oil, etc since we couldn’t check our baggage in which I had paid for already. Now I’m out $100+. When get got to the gate the lady there was also rude even though I was being pleasant after losing a ton of money in products. Then upon arriving in Dallas, I inquired on being transferred to an earlier flight to Nashville. The rude lady and man behind the counter stated that I could not since I had checked a bag in Idaho. My bag was sitting with a tag in TX for 8 hours but couldn’t be transferred to another plane. And I even stated that I would drive back to the airport at 9pm to pick up my bag. All attendants on the planes were also very snippy and rude. I even smiled and said have a wonderful day/night but only received grumpy attitudes. Truly disappointed in American Airlines..Meemy58Version: 2022.19

$450 GlitchToday, I needed to change a flight reservation to another time. I logged on the mobile app to make the change, but the app stated that the changes were unavailable. I tried this twice with the same result. Then, I called American Airlines to get the problem fixed, but they were slow and unhelpful. I had the same issue with their website when I tried to book online. I finally called the call center and was able to get help. Throughout this entire experience, American Airlines continued to charge my card for every attempt. By the time I was able to get a flight change, the price of the change had risen by $100. American refused to revert the price to the original, even though a glitch in their system made me unable to make the change. Additionally, I am having trouble reaching the finance department in order to get a refund for all the flight changes which I did not receive. American has wasted nearly a full day of my time and cost me an extra $450 in flight changes on top of my $380 ticket. Please do not use their app or website and just book through another airline..❤️G+Version: 2021.15

HORRIBLE CUSTOMER RELATIONS!!American Airlines has lost my business. I have been an AAdvantage member and have flown with American the past 8 years. I recently took a trip to Costa Rica in May. My flight was from Dallas to San Jose. When approaching San Jose the visibility worsened due to fog. The pilot did not land the plane and ended up landing at another airport in Liberia, a 4 hrs behind schedule. I am not against his decision for safety reasons, but multiple planes landed in San Jose after our arrival time. Upon arriving in Liberia, we were told we would be placed in hotel rooms and flown to San Jose in the morning. Once we got off the plane we were told the hotel did not have enough availability for everyone, and passengers other than families would have to be shuttled 4 hrs to San Jose. I agreed to this at customs. After getting through customs, we then find out that the shuttle only fits 20 people. I then booked a taxi with 3 other passengers I met on the plane. I contacted customer relations after returning home to be compensated for the money spent on taxi and time lost. I was told they do not compensate for weather issues, and since I chose to take a taxi they would not reimburse me..LukeG2407Version: 2021.07

Couldn’t hear the gate announcementsHate announcements were extremely quiet for my flight leaving Charlotte. I was sitting right at the gate, watching the gate and somehow missed all boarding groups. When I finally realized I tan to the front and was let us but a number of people including myself had the same issue. When we mentioned this to the ticket scanner lady, she met us with defensiveness telling us we should have sat closer. We could hear other gates many time louder than this specific gate and explained that and where we were sitting. Despite this the gate agency was dismissive and defensive, then told me I had too many bags and had to consolidate. I found that to be making the situation personal because I was just let in a flight with the same number of bags. A roll carry on, back pack and purse. I have selfies of my pre and post board. This situation is totally ridiculous. As a consumer I paid a ton of money, planned ahead, was on time and did everything right get I was met with disrespect and defensiveness by your employee when I surfaced a technical issue affecting more than just me. Very disappointing experience..6565SBVersion: 2023.10

Least Useful Airline App. And Airline.Not living in a city that is a major hub for one airline, I frequently switch between American, United, and Delta. After booking with my company’s travel department my flights on United and Delta automatically show up in their respective Apps, along with boarding passes showing my Pre-Check status. To get a boarding pass in the American App, you will have to enter your confirmation number in the app to view your reservation, and it won’t show Pre-Check status. My Pre-Check number is in my profile and shows in the app, but according to American, because we don’t book directly with American they are unable give me boarding pass in app showing that I’m Pre-Check. This requires a trip to the Kiosk where I have to check in and manually enter my Pre-Check number and get a printed boarding pass. Push notifications are so far behind you won’t get a notice your flight is boarding until you’ve already (hopefully) landed at your destination. The one bright side is easy access to terminal maps in the app. But this app and this airline are in desperate need of an update in user friendliness..RedDirtNerdVersion: 5.11.0

Outdated, glitchy, frustrating app.Not sure why so many people are posting reviews/complaints about the airline or specific flights lol. Nobody will see it, and nothing will be done to address your issue here. Review the app, for goodness sake and take your complaints to customer service! Anyway. More often than not, this app is glitchy. I often get an error message when purchasing flights, but then will see my credit card was charged. For a week now I’ve been attempting to purchase a multi-city flight that’s listed at $937. However each time I get to the payment screen I receive an error message saying these flights are no longer available, despite wide open availability. While chatting with customer service through the app, they gave me a price of over $3k! I’m STILL unable to purchase this itinerary at the price listed on the website/app. Forget about using a trip credit or flight credit on the app. I’ve had to call or chat in order to get those applied. Last time the hold time was over 9 HOURS. (Tip: go to payment screen and select the option to put your tickets on hold while waiting for an agent in order to lock in your price and hold your seats). It’s also a tossup as to whether I’ll be able to get a mobile boarding pass through the app. Sometimes it works, sometimes it doesn’t. It would be nice to be able to link separate itineraries without having to call, and I’d love to see the option to pool miles within the family..Jessi727Version: 2023.2

Forgot about Early boarding for disabledWe were at our gate in Phoenix on February 27, 2023. I let them know AT THE GATE ahead of boarding that I have a disability and need a little more time to board. I was traveling first class and in the priority 1 boarding but couldn’t stand in the long line to wait so I sat close by. When it came time to board they never said anything so I could start getting on the airplane a few minutes ahead of everyone to allow my body enough time to get there. Then everyone thought I was just cutting in line because American Airlines totally ignored my request when I was told it was not a problem and they would call me to board first. Same person checking my ticket to board the flight ? I was so uncomfortable the rest of the flight and felt so misunderstood by my fellow passengers!!! PLEASE DON’T TELL A DISABLED PASSENGER YOU UNDERSTAND AND WILL TAKE CARE TO GET YOU ON YOUR FLIGHT COMFORTABLY! IT WAS A LIE!!! I felt VERY VERY UPSET! Not all disabled folks are visually disabled! This was unfortunately a HUGE MISTAKE AND LEFT ME FEELING IGNORED AND INSIGNIFICANT! I hope this doesn’t happen to another passenger with disabilities, very disrespectful!.WILLHE BOYVersion: 2023.3

Bad experienceAA was my connecting flight to Aer Lingus and it was late arriving to JFK. AA flight was the last flight to Cleveland, and there were at least 5 passengers that were racing to the gate to board the plane. We all made it before departure time. They made ZERO effort to accommodate these passengers, including myself. (Airlines know who the passenger are and the flights they connect with and what time the flights land). Another flight to Cleveland with one stop was an option, but I was not offered the flight by the “gatekeepers”. I found out about the seats through the AA 800 number however by the time I got to the gate they would not allow me to board. Some of the gate keepers were extremely rude and unhelpful and would not even make eye contact.I spoke with a manager that would not help me (not “authorized” and I spent the night by myself in the airport, waiting for a flight the next day. The only reason why they got a two star is because we didn’t crash the plane on the way. I will avoid flying American Airlines in the future..TamClarVersion: 2022.19

Becoming less useful esp on the WatchI usually give an app 3 stars if it at least does the minimum across all platforms. This app does not execute it’s features at an acceptable level. Forgetting about the missing features (well documented in other reviews), the watch app is horrendous. It no longer has complications for Apple Watch (not Series 5 paired to to XS Max, anyway). The complication functioning correctly is incredibly important on travel days to keep current with changing gates and departure times. For as a long as I’ve been using the app (across multiple phones and watches now), the watch would usually display incorrect times after connecting in a different time zone. For example, when I go from Florida to someplace else and connect in DFW, the change in time zone wreaked havoc on the app. I would frequently be onboard my 2nd segment and the watch was telling me how long until my 1st segment had to land. That is just nuts... but that is if it would give me flight info at all. Approximately 25% of the time, nothing would update and / or I couldn’t even get my flight to come across from the phone to the watch. Seriously, AA?!.GumbyNVersion: 5.15.2

Inconvenient and Behind The TimesAmerican, you do a great job with so many things, but check out your competitor’s app and websites compared to your’s to update yours and make them both more user-friendly and alleviate stress on your employees, especially during busy travel times. Unlike United’s app, you can not upgrade your seats, other than within Coach....how much money are you missing out on from your customers from people like me who are too busy to sit on hold for literally sometimes hours or await a call back for hours only to be put on hold for close to 30 minutes before you can speak to someone. Give your customers to do business with you how they want to and your competitors are already doing. This, I would think would accomplish the following: 1. Allow much of your customer traffic to flow through your most cost effective channel: mobile and web sites 2. Make you more competitive and attractive with doing business with consumers the way they want 3. Give your company more revenue by allowing busy customers to upgrade to premium seating or change flights easily and at the last minute, which you might not have gotten otherwise. Research this channel, and I’m guessing you’d see you are leaving a lot of money on the table. Until these things are changed on your app or website, I, and many I know, will choose a competitor for the majority of my flights even if more expensive due to the convenience and upgrade factor they have in their apps and website..NewiphoneLadyVersion: 5.5.4

Not Reliable For Frequent FliersI am a regular American traveler (work). The app works well enough for domestic flights. If the flight is even delayed 20 min, it will give you an update. My issue is with international travel: I was flying out of Delhi, India and the app wouldn’t let me check in. Problem is you can’t even enter Indian airports without a boarding pass. After I finally convinced security let me in to check in and got to the American counter, I was told that the second leg of my flight had been long canceled. I received no such warning on the app. In fact, the app said my flight was still on. According to American, an email was sent warning me that my flight had a schedule change (I get many of these all the time but it didn’t say anything about cancellations). I guess shame on me for not looking deeper into the problem. But as a regular busy traveler, I need to rely on the app for convenience. It is clear to me that you cannot rely on the app. When I called American, they were extremely rude - I have AA status. I guess my point is, you can’t trust or rely on this app..Sharwani123456Version: 2023.1

Not too goodThe app makes it easy to view your reservations, but when you try to make changes like add seats or bags, it rarely works correctly. I tried to add checked bags to our first flight and was charged the $60 though it did not work. I later tried to reserve 2 seats for a flight through the app and I was charged the $38 on 2 different debit cards that I tried without it working. I had to call American Airlines both times and was told I need to wait for the charges to “drop off,” but I had to pay again in both instances to have the checked bags and reserved seats. Would have been nice to use the money that had already been taken out of my account to make the reservations but when you call AA, they claim that they do not even see charges made. All in all, very frustrating when you cannot use the money you are supposed to still have in your account until the charge “drops off.” Will not be using the app to make changes like these ever again..DuhcsdjnVersion: 2020.12

App is terrible.I have used this app for years and it has been a reasonably good travel tool. However, recent updates have made it aggravating at the best of times and infuriating at the worst. Why, for instance, can I not quickly and easily find my account activity? Why am I constantly asked to login with my password when every time I do I check the box that says “Keep Me Logged In”? Why am I constantly being forced to update the app, seemingly every time I want to use it? And when I do, it is NEVER better! And I am forced once again to login with my password! Navigation is far from intuitive and user friendly. Simple tasks like adding my frequent flyer account number to a reservation was so difficult that in the end I gave up. It was less aggravating to write off the mileage/segments etc., than it was to try and add the number to the reservation. Perhaps, American, you should have your app developers take a look at United’s app to see how it should work. This simply strikes as a “don’t give a ####” app from a “don’t give a ####” airline..Brandspro1Version: 2021.07

Customer service is a messI don’t usually rate apps or companies, but I’ve just gotten too many bad customer service reps from this company. They claim to give you the ability to pay for checked bags ahead of time (a lie). They change your flight 4 times before the flights and another 8 times mid flight (really happened on my most recent trip). Oh, and if you pay the extra price for preferred seating and boarding with extra leg room, that’s a lie. Paid $2000 for me and my 2 kids (2 and 6) and they moved my kids from being with me in row 9, to back of the plane row 23. Oh, the icing on the cake, the reason for this review, as of moments ago, I called (waited 2 hours) to cancel and use a cheaper airline that is direct with my preferred seating. They said “we won’t cancel or give you your money back over the phone, you will have to go online, try to cancel and then submit a claim and you “MIGHT” get your money back”…. Then they hung up, no further conversation. Have to do the whole process again, but online. DO NOT USE AMERICAN.Salt my soulVersion: 2022.19

DO NOT BOOK WITH THIS AIRLINEI travel at least a couple of times a year and consistently have issues with American Airlines. They scam you by not allowing you to pick your seat unless you’re willing to pay for priority. They have done this to me on several flights where they insist that it’s a full flight so they cannot let you choose a flight and then when you get there it turns out they didn’t let half the flight pick their seats and assign them at random. The flight attendants refuse to help you and when you call customer service they say you have to talk to the flight attendants. Like I said they do this on multiple flights of mine to try and force you to pay for the priority seating, which isn’t even nicer btw. Additionally their planes are outdated without phone chargers or TVs. If you’re going to fly cheap you may as well go with Spirit which typically cost less and at least allow you to choose your seat. This is very important to some of us, like me who is claustrophobic. ABSOLUTELY DO NOT BOOK WITH THEM FOR YOUR OWN PEACE OF MIND..Marsh61623Version: 2021.16

Missing "Province" as option in check in.The check in process within the app allows me to specify that I am a Canadian resident with a Canadian passport and citizenship. However, upon entering my address, it requires a state to be entered and does not have a text entry option or any Canadian provinces..TarinalynnVersion: 5.2.2

Self centred !Please realize that we are NOT all US citizens!!!.SilverFox1515Version: 5.4.1

Would give zero if I could1 . Trying to login to the app with my AA account, but the app doesn’t accept AA passwords longer than a small number of characters (the AA website does like long passwords). 2. The app refuses to allow checkin without uploading a vaccination cert, which it then refuses to read, and tries to make you pay for Verifly. All this while it says that you can still checkin (you can’t) and provide docs at the airport. 3. The “help” feature offers no help..112hgyuonvxsrpVersion: 2022.19

Stop making me use VeriFLYForces you to use an absolutely garbage app called VeriFLY that looks like it was written by a high school student. Completely garbage experience.Vimal NathanVersion: 2022.19

Entertainment on huge downloadWhen boarded you find out that you need an App that is over 100MB to watch entertainment. So only option is to download over mobile internet which is expensive for roaming travelers. This should be made available via the WiFi. Not well thought through..Albert KramerVersion: 5.15.1

Can’t submit + purchase not optimal for CanadianTried to join AAvantage. Got to the end of the process but could not submit with my iPhone X. Did my purchase as a guess, got to the end but could not buy my tickets. Had to redo everything in an another form..Virgule214Version: 5.8.0

Check-in doesn’t work for Canadians travelling through USI tried to do my check-in for my trip to Mexico through DFW. App requires a address in US. I tried “in transit” and the DFW address, however it didn’t work. I also tried a hotel name / hotel address just to confirm if the issue was the app or the information provided, but it didn’t work...Guima_TOVersion: 2023.16

UnusableCouldn’t check into a flight. Every time I enter the address I’m staying at in the US it erases it and does not allow me to proceed. Had to check in on the website instead..GKings693Version: 2023.16

Cannot upgrade seatsTerrible app. Cannot upgrade seats with a Canadian visa. Using a colleagues US visa or charged the visa but did not upgrade the seats. About all it’s good for us to check in the flight, but that’s price of admission these days. The transaction model is brutal..WintershotVersion: 2023.8

HorribleI needed to download another app to verify and then it didn’t even work and told me to check in at the airport. I tried to get help from the bot but it was completely useless.CrimsoncowVersion: 2023.8

Does not accept non-US addresses or cardsThe app does not accept Canadian addresses, which means I couldn’t use any of my credit cards to pay for an additional bag. I don’t know how or why an international airlines can’t support credit cards, when even the hot dog stand outside the airport accepts my Amex and Apple Pay. EDIT: it also doesn’t let you check in for international flights if you have a Non-US passport.HappyPuffy7Version: 2023.8

COVID vaccination upload does not workAs a Canadian citizen, I need to upload proof of vaccination in order to check-in for a flight. When I try to upload my records (QR code, photo from camera, photo from library, PDF file) the app fails to attach the file and redirects me to VeriFly. I’ve added my flight and covid details to VeriFly, and the American Airlines app does not pull this data. In summary: The COVID data can’t be uploaded on the American Airlines app, and the user journey through VeriFly is just a dead-end..Michael_commerceVersion: 2023.7

Worst check-in experience of any airlineTook me 2 hours to check-in due to covid. It's 2023!!! Stop this nonsense..NathanCHVersion: 2023.3

Payment IssuesGreat app however the payment does not accept Canadian credit cards. I travel frequently KLM, BA all accept Canadian credit cards..AgafrsbshVersion: 2023.3

Worst Company App and Checkin Process EverLiterally nothing works as it’s supposed to. This is the most ridiculous, convoluted check in process I’ve ever seen in my life. This app is complete garbage and you’re gonna have to check in at the airport anyways.MsmxkxkckennwdkxoxkVersion: 2023.2

Horribly complex check-in processIt took me over 30 minutes to check in for my flight after being forced to download the VeriFLY app and create a new account because my previous account was associated to my old phone. Apparently it’s too complicated to simply upload your proof of vaccination directly on the AA app while checking in. To make matters worse, they don’t allow you to check in online using your Nexus card rather than your passport which defeats the whole purpose of checking in ahead of time. Fix your app and get rid of VeriFLY..Steveseagal01Version: 2023.2

Forcing users to download apps 🚩🚩🚩🚩Forcing users to download an app just to fly is criminal in most countries. Typical American shenanigans. Also the app is more buggy than an interns first spreadsheet.Simon bolivar kianiVersion: 2023.2

Pathetic….Pathetic app - My flights were changed by AA and I cannot find my rebooking on the AA app! Get up to date with the main flow……….Cannot beleive....Version: 2023.1

App check in uselessAfter I did everything and had zero errors- it told me I have to check in at the airport anyway. Useless..Harj-SVersion: 2023.1

Horrible Vaccine VerificationI don’t mind having to validate my vaccine, it making me download two apps and create an account to do it is very frustrating and as has managed to add tons of friction where no other airline has before!.Toothgal1977Version: 2023.1

Worst app everYou cant even check in. It is also super buggy..Anoyed SwedeVersion: 2022.29.1

Crashes constantlyI need to check into my flight tomorrow, and in order to do that, I must submit a Covid form. Which would be totally fine- if the app would open it without kicking me back to my Home Screen. I’ve deleted and redownloaded twice already. There’s a bug causing a major issue..Really wish i could check inVersion: 2022.29.1

Check in flowTook 1 hour trying to check in online - kept taking me back to the beginning without any information on why it wasnt going through. Tried it on desktop, also terrible - but gave me one flag that “my birthday” was incorrect. Had to call - they told me to checkin at apirport - is it so hard to have a screen that tells you that so i dont have to try 25 times? Sp many entrypoints, so many ads 😵‍💫, i promise the ad revenue isnt worth upsetting your customers. checkin should take 60 seconds max!.PapadeleVersion: 2022.29

Wrong Flight DateI booked a flight for Nov 10 and there was a payment issue so I called and resolved the payment issue but turns out I was booked in for Nov 12 instead of Nov 10 and nobody could help me with this. I was asked to pay $3000 for a new flight and no refund on my previous flight which was $300. Very bad customer service. Not recommend at all, app was showing me Nov 10 flight the whole time and never took responsibility for their mistake..GundeepP01Version: 2022.27.1

COVID Vaccine Data Won’t UploadAll other major airlines have figured this out but not American Airlines. Very frustrating and a waste of time..5969694838284838272Version: 2022.27.1

Too manyToo many updates and far too frequent. Plus no description of what’s being improved. Recommend to eliminate or fix once and for all and make it simple.Iser 123Version: 2022.27

Terrible UXEndless loop between AA app on checkin and terrible 3rd party app VeriFLY..Mp810331mdfVersion: 2022.22.1

Most features do not workThis app does not work. Other than giving you basic information about your flight, you cannot check in if you are Canadian, you cannot verify your documents in order to check in and information you try and enter will not save for the next time you open the app. So, I was more frustrated using it than if I had not bothered at all. Furthermore, the Chat feature only connects you to a bot, not a human. So, totally pointless..MaraInToVersion: 2022.19

Terrible app, waste of timeI received an email saying to download this app to check in and receive my boarding pass…. After creating an account and going through the process there is NO option displayed to add my flight or check in. This app has key functionality blocked for some reason, very frustrating! Don’t waste your time with this gimmick.1GoldenKnight1Version: 2022.16

Garbage check in processMake sure you allocate 2 hours to check in on the app. AA uses a third-party app to verify your covid vaccination and testing details then they pass all of your personal health data around on the back end..Chris In T OVersion: 2022.12

Checkin doesn’t workThe app is telling me to check into my flight. But when I do, it forwards me to the VeriFLY app. The VeriFLY app only has a small number of eligible airports. The one I’m flying to isn’t in there, meaning I cannot check in at all. There is no option to check in otherwise. What a trash UX..SteamyDinkinsVersion: 2022.06

Poor scanner and no option to add luggagePoor scanner - had to correct my first, middle and surname. After checking in, no option to log back on and add luggage..DakopskiVersion: 5.16.1

More appsSo you need veryfly app on top of this one to check in… and it keeps on bugging! Step up your game guys! Btw covid is not an excuse to get more information from me!.Frankyfrank86Version: 2021.12

This is a terrible app 👎This is a terrible app 👎.Transient_TartarianVersion: 2020.02.1

So badI’m flying woth Delta or Westjet in future because you can actually check in on their apps. Also, the American Airlines deaktop website is even worse!.FredPret_Version: 5.16.4

Waste of time100 MB and only wifi download. This is ridiculous. Took for ever to download it using my on my data plan. On board you can not getting through the WiFi (wow!).ElgaluVersion: 5.16.1

Crap!I travel a lot for work and have apps for several airlines. I have never experienced one so poorly developed. There is no auto fill and the app wouldn’t move forward because I forgot to enter a field, which it does not highlight what you missed. Then when I finally hit submit I get an error message. What a waste of time..LA1974LaVersion: 5.15.2

Can’t select a seatIt’s bad enough that with AA, you need $$$$ to select any sort of seat..... but you can’t pay for this seat in the app because it only accepts a credit card with a US billing address! Why is this app even in the Canadian App Store?.Universal eskimoVersion: 5.15.0

TerribleI can't buy tickets from here!.Flyer not heartbreakerVersion: 5.14.3

Tf?Download is taking hours.Jeremiah GagnonVersion: 5.14.0

App stuck downloadingApp stuck downloading, no way to restart, resume or stop it..JshdianlwbdbVersion: 5.13.4

FailApp is able to search for and find available flights and show price, seating, cost, etc. unfortunately, it no longer seems to support actually booking and paying for flights. After the confirmation screen, select continue to pay, only to be rerouted back to the original search. Tried half a dozen times... same result each time. Too bad I can’t give 0 stars. :(.Displeased in norcalVersion: 5.13.4

Garbage appAfter all information is entered.. 3 times after repeated glitches.... finally it accepted data.. A credit card was entered.. But the app won’t allow POSTAL CODES.. only Zip code... it can not reliably scan the credit card. Hence no ability to make a purchase of upgraded seats..! Fields all exceed the screen margins... Overall I would rate it a -10.. UNITED Airlines app... KILLS this amateur app.PO'd at american airlines appVersion: 5.12.3

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