American Airlines Customer Service

American Airlines Positive Reviews

Service with no concern.Exceptional customer service is about finding solutions problems not deferring them. American Airlines at the Manchester airport in New Hampshire has a policy somewhere written on their website that states you must be at the airport 45 minutes before your flight in order to check in your luggage. The main reason for flying out of a small airport is that you do not need to be there extra early. My wife and I went to check in our luggage 43 minutes before the flight, and we were greeted by a blank look. The woman at the desk said I cannot check your bags you are late you should’ve been here 45 minutes. I asked if I could carry the bags on she replied no one bag is too big. She then said, I will book you for another flight which would’ve taken us into Orlando five hours after our conference started. After 10 minutes, she then said you could try to go through the TSA checkpoint. The agent at the TSA checkpoint found one item in our bag that could not be carried on which was a $30 item which had to be thrown out. When we went to board the plane the agent at the desk said I will check your bags but your one bag will cost $30. I agreed. He then waived the $30. Why even mention the $30 to make matters worse if you’re going to waive it. Had the original agent not delayed us I would have removed that item from the bag and place it in my car. Back to my original comment exceptional customer service is about finding solutions. The original agent could have simply stated it the beginning that we could go through TSA and they would check our bags in at the plane. Then inform us of the policy that you need to be 45 minutes early..B urghfghgVersion: 2024.10

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

Improvements to App - make AA - A+Overall... there have been significant improvements to the app over the years... hopefully this finds the correct manager to resolve (since Improvement suggestions to AA directly - via web and phone - go unnoticed). These are suggestions to get you to 5 stars and would help the company in quality effectiveness and help the basic traveler. Number 1: allow push notifications for elite members who get upgraded to notify them of the change - the current practice of seat changes is super delayed by about 20-30 minutes. Send an immediate update of upgrade acceptance upon system change. This applies to individuals waiting at the airport and not elite upgrades days in advance. Number 2: Just as the app updates upon flight landing pertaining to gate arrival/baggage claim information, to better serve the company and provide quality feedback of customers experience, allow a quick 4-5 question survey (star based) of their flight. So many other apps already do this - Like ones that I use: Look at TripIt for an example. This provides immediate quality feedback to AA; and since every single flight is different, this may better serve as an indicator to employee services provided and trend employee performance. This would also allow those who go above and beyond to be provided with immediate feedback and those that underperform know where they stand in the company. Given my app development, this would be an easy enhancement and huge win for AA in employee monitoring and aircraft performance! Since my last suggestion was addressed via this review process, I hope this finds the right person..SwnbyVersion: 5.4.1

Boston tripI had great service going to Boston. Crew was very courteous. People at the American check in were awesome. My trip from Boston to Charlotte was fantastic!! I had to use a wheelchair coming home. Multiple people were waiting with wheelchairs in Charlotte. Took me where I was going to eat, put me in the front of the line. That lady went above and beyond!! When I got off the plane in Memphis, no one was there with any wheelchair. I did not ask for one to be there when I landed. I asked the agent if someone could come get me in a wheelchair chair. She said someone else had asked for one and it would be a while before someone could come get me. She never said another word to me. My granddaughter found a wheelchair but she said we couldn’t use it. No one one who got off my plane got into a wheelchair. I sat there until everyone got off. We were at the very last gate and I had to go to baggage claim. I waited awhile and decided to try walking. I made it to Gate 9. Finally a security officer called someone who came and took me to baggage claim. I was very disappointed with the way I was treated by that American agent at Gate 21. I feel she needs some additional training on common courtesy. 69 year old female recovering from 2 knee replacements who took 5 family members with her on the plane trip!!! 😳👠.Little emeryVersion: 2025.12

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

The previous version was betterThe previous version of the App pushed baggage info to you. Over half of my flight was standing around the baggage carousel waiting for bags only to learn our bags were in the office. I had to navigate through the manage trips to learn where my bags were. The App should tell me that. The AA app is worthless when you need real time updates on flights while you’re traveling. I ran as fast as I could because the app said my plane was boarding. When I got to the gate, the passengers on the plane had not deplaned the aircraft. AA could have saved me the stress, anxiety and run through the airport if they had updated the information on the app. Then, when I sat down in my seat, the app told me the flight was delayed for takeoff. I really dislike AA for putting me through this ordeal unnecessarily. Please improve your app to show real time updates. Also, my wife has the updated app and it is much more difficult to navigate. It is a downgrade from the previous app and she wishes she go back to the older version. I don’t want to book cars and hotels from the AA app, I just want to look at my AA info..MCPOCG #13Version: 2025.19

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

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

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

Other airline apps are faster, more reliable, and less confusingThis app is fine and objectively works decently well, but other airline apps such as those from United and Delta run noticeably smoother and are less confusing to navigate. I find it incredibly frustrating that the American app conceals/makes inaccessible information about contacting the airline in case of a delay or emergency. Recently, I had a flight delayed due to having no pilot (aka American’s fault, in their control) and missed my connecting flight. The app did not update my flight status reliably or detect this issue and unlike United, did not give me information on what to do next or a way to reach out to support. I dug through American’s website, through contact forms that did not list my issue, and finally found a general support number, only to be told the wait time was 2 hours. I decided to find the customer support desk at the airport instead, which the app and website also made difficult to find. TLDR this app is fine but barebones and way behind competitor’s apps in terms of functionality and reliability..Bpryan99Version: 2024.2

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

App works as advertisedI’m a frequent traveler and heavily rely on this app. It has never let me down. Ignore all the reviews from people reviewing the airline and not the actual app. It boggles my mind that recreational and infrequent travelers can have one mild inconvenience where the result is that they put the airline on blast and vow to never fly with them again. If that’s the case then don’t bother flying altogether with any airline. As of yet, no airline has the ability to control the weather… and statistically speaking, all major airlines have maintenance delays from time to time. I’d much rather have a delay for safety than to continue on an unsafe flight… But I digress. The app works great, but I have to two areas that I would recommend for improvement: 1. I wish the chat feature would operate more like a messaging format. Right now you have to stay in the chat to receive notifications on the chat. If you leave to use a different app, you’re not likely to get notified if the agent responded. Not only that, the chat has to reload every time you reopen the app - even if you just simply switched over to your mail app and right back… this is a minor annoyance. 2. I wish there was a way that the apple wallet automatically update the boarding pass if there are any changes after checking in. Currently you have to remove the pass from the Apple wallet and then re-retrieve it off the AA app..SuperIIVersion: 2025.8

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

Only AAAlways efficient. Reliable. Great crew..Stan The Man 1950Version: 2026.15

Great AirlineI’ve always found American Airlines to be a great airline. But when I went to check in, I found out I wasn’t able to check my bags or by the priority seating because the app would not allow me to use my Canadian credit card to pay for it. I tried multiple times but every time I got down to the address where you had to add the province, it would not allow me to add a Canadian province. It would only give me options to add an American state. I can’t tell you how frustrating this was because when I went to the gate and had to pay for my bags and I asked also by the prior seating they would not allow me to buy the prior seating instead, it was none of us available at the check-in. I travel a lot for work and as I said, I always have found American Airlines to be a great airline and great service but this one quirk in your app is very frustrating and I hope someone can fix that. If you do get a chance to fix it, please let me. Cheers tripper 1960.Tripper 1960Version: 2026.16

Non American credit cardsThis is a travel app for international travellers & travel. The app needs to allow for international credit card payments instead of forcing me to the website to pay for baggage, etc..Aghoover123Version: 2026.16

Buying baggage onlineBuying baggage online is so easy..Baby yohVersion: 2026.14

World Best Airline .I Am canadian but I love AA airline Too much Species seat Very comfortable And my 5 year daughter Sam love a lot.Subhra madhuaVersion: 2026.11

AA appNeeds help It is too hard to use the passport reader function. It took me 50 tries to get it to work..SurfrobVersion: 2026.10

Have to it laterHave to it later.Don't waste my patienceVersion: 2026.7

Very glitchy!Very poor app. Fails is a few areas. Just use the website. Wasted sooo much time trying to upload details for 3 boarding passes/ advance checkin. Would take the 3rd one after multiple attempts by 3 of us and a lot of swearing and my daughter almost threw her phone across the room. Then she did everything on the website in 5 minutes. App also wouldn’t show what entertainment device was on the plane. Even though it said it was showing this. Worst airline app I’ve used.Johnson99999Version: 2026.10

Perfect GuideIt’s the perfect guide when you’re booked on AA. Specifically I love the airport maps. Super helpful!.AndrewsuttonVersion: 2026.6

SimpleBooked my first flights wholly on the app. Was seamless. Simple. Worked great!.Mrmcfly26Version: 2026.5

30 seconds check-inEasy and friendly user check-in using the AA App on your phone. You choose your seats And get your boarding pass instantly right info your Wallet App. Thanks from 🇨🇦.HmleonszVersion: 2026.4

Check inSo easy and quick!.Jope 76Version: 2026.3.1

PassengerExcelent service.Alejabdro1Version: 2026.1

Cc paymentApp will not allow me to add my CC with a Canadian address.RavedossVersion: 2026.3

Great serviceWe have had 4 flights in the past week with American Airlines. All went very well, on time, helpful staff and very good service . Thanks see you all again soon !.Island Hyperbaric OxygenVersion: 2025.25

Great appEverything was processed right and no mistakes keeps up with update no better app out there.PeterrttrtVersion: 2025.23

Awesome new lookGreat job on the redesign. Excited to fly more often now with a great app available..OdtbVersion: 2025.9

Good Service, Poor ChangesGood overall service by staff. Effective at rescheduling my flight after a maintenance delay but disappointed by default booked on flight 6 hrs later when after pointing out was flight one hour later they easily put me on earlier flight. Should have been automatic.DevristVersion: 2025.23

Flying homeVery enjoyable flights on AA, ZIH DFW YVR. Great service on both flights and baggage arrived promptly in YVR. Thanks..MacsflyerVersion: 2025.8

Great staffI would like to thank Max our attendant on our flight from Veracruz to DFW today July 14th. Very helpful. I would also like to send a big thank you for my upgrade to first class on my arrival to Mexico and the offer today to also go to first class. I was travelling with my girlfriend and they couldn’t move her up with me so I declined, but very much appreciated the level of service again today. Darren Feltren. Vancouver Canada.FeltrenMckennaVersion: 2024.25

Free International Money Transfer 💸Enjoy high maximum transfers into more than 20 currencies while saving up to 90% over local banks! The cheap, fast way to send money abroad. Free transfer up to 500 USD!AdvertorialVersion: 2026.14

American Airlines Negative Reviews

Poor usabilityI’m going to try and keep this app review unbiased, because of my last 20 (yes, twenty) flights with American Airlines, not a single one has been on time, and multiple have been flat out canceled. But for this new adventure with AA, it was a technological glitch that led to disaster. Yesterday, I checked in for my flight (which I know because I explicitly remember choosing my seat and being bummed about a middle seat). Today, I arrived at the airport two hours early, went through TSA with no problem, no problem showed on my app, so I thought I was all set. But when I went to board, I realized the app didn’t have my boarding pass. I tried to go get it printed at the front, but they very rudely told me to wait in line (which was the standby line, FYI). 30 minutes later, when the line was finally done, they told me I WASN’T checked in and it was too late, there were no seats. Probably because they’d given it to the standby people in front of me. So, 1) the app needs to SAY something when you aren’t checked in. This is a usability thing - not a single warning message to say I’m not checked in. 2) not app related but I’m going to say it anyways, if you read all the way to the end of this review then take it from an AA regular - do NOT EVER take American Airlines again. It’s a real bummer because they have some convenient flights from my location, but I will now be paying whatever extra cost I have to at another airline in order to avoid AA. 20+ chances was too many..12345 ifcVersion: 2025.5

Bad service start to finishI recently flown with American Airlines. I am very disappointed in the service that I received. First on the way going to my trip. The airline threw away my babies can the formula he’s six months old. Secondly, they threw away all of my babies, body wash, and lotion on the way coming back. They changed our gate eight different times so we walked the airport multiple times finally got to the final gate where our plane was boarding just to be told that our flight was delayed. Long story our flight got delayed a total of three times I was at the airport with an autistic 11-year-old and a six month old. And a handicap person for 18 hours finally was able to get on the plane after 18 hours in the airport. Just to be told that it’s going to be another two hour wait because the pilot never showed up waited around for. The third pilot when he came, he informed us that it was going to be Another hour and a halfway because they did not have any staff that worked on board finally made it to my destination just for the captain to announce that there is nowhere to park the plane so we have to wait another hour finally he was able to park the plane just for him to say we cannot get off the plane yet due to lack of staff. It’s all overall my first experience with American national Airlines really was not a good one I do not recommend American Airlines if you have children you are traveling with because it’s a possibility. Your flight might get delayed as many times as mine did..Props dohVersion: 2025.21

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

THEY CANCELED MY FLIGHT!I consider myself technologically literate. I have to warn others because I feel like this could’ve happened to anyone. I was simply looking at my flight tickets because it said there was some kind of weather warning on it. “How nice they notify you about that” I thought. I clicked into my tickets to maybe learn some more information and with NO WARNING, no “are you sure you want to cancel your flight?” “Would you like to reschedule your flight?” “Would you like a refund?” *poof* the screen just tells you flight cancelled. The horror on my face as I’m staring at the screen. I try to salvage this by rebooking with the “flight credit”. The first time the prices were all weird because (my fault I guess) I left round trip selected instead of 1 way. Fine, I restarted. Second time I get there, they need my old flight ticket to book this new one, okay cool, it’s screenshotted in my photos app. I keep it open in the background and try to switch to the photos app to type it in. Stupid mistake right ? Because it just kicks you out and makes you restart the process again. Fine… I write it down and have it ready next to me beforehand… only now for the 3rd time even with 1 way trip selected… now ALL the prices have SKYROCKETED…. At this point, I figure, okay I’m done… let me just go ahead and call. Only for the agent to tell me, there’s no longer any seats, there’s nothing they can do except just reschedule me for a flight 4 hours later… if I wasn’t forced to use American Airlines for the DOD I would never use them or this stupid app again….JamesManciaVersion: 2024.33

ReviewI flew twice on AA last week. Wednesday and Thursday. Wednesday from Houston to DFW. There was no service on the flight. We were not allowed to use bathroom because of possible turbulence. There was no turbulence. Tha captain could not find a balance of safety and convenience for the passengers. On Thursday flight 1981 dfw to sba. They did not check the aircraft until all passengers were on board. We were deplaned because a cracked tire. After 2 hours we boarded again. The captain taxied to runway stopkk ok Ed then told us there was a mechanical problem and we had to return yo gate and deplane again after another 2 hours with ther promise that the problem would be fixed. We were told the plane could not be flown and an another aircraft was found for us. My wife and I spent 10 hours that day sitting in DFW. The communication with the passengers was poor the Lal of attention to aircraft integrity was a serious concern. I feel that as a loyal customer and an executive platinum flyer for moe than a decade that. AA owes me compensation for the terrible service. After more Tha 30 years as a loyal AA customer I am now seeking an American Express CC for sky miles in Delta. That is how bad AA has become. DFW is the hub and this is not the kind of service one expects. I strongly recommend that you do many things to improve your service. I am sure I am not the only dissatisfied customer ER. By the way I will commend the Exec Platinum deck agents for their care understanding and decorum..:LKJLAISAVersion: 2023.17.1

Missed flight due to unnecessary delays.This will be the last time we use American Airlines. We haven’t had issues prior to this but this trip was met with delays going to our destination and delays on our return flight. Yes they let you know about the impending delay but don’t tell you the actual delay until you are supposed to start boarding. At which point it’s too late to do anything else. I was told but four different employees that we have plenty of time to make our connection and not to worry. I even sat on hold for two hours prior to leaving for the airport- she insisted the plane is in route and should not have further delays. Even though I knew better I trusted them because they are the experts. Lo and behold we missed our connection due to the plane having nowhere to park. I’ll repeat that again- the plane landed with time to spare but had NOWHERE TO PARK. They knew there were many people making tight connections and didn’t bother to plan ahead to find a place to park the plane. Even de boarding was a joke- people with tight connections should be let off first if they have a chance to run to their next flight. Absolutely unacceptable. We are currently stuck in Dallas with our small children in an absolutely filthy hotel courtesy of American Airlines. Not one employee cared in the least or even apologized for the inconvenience. I would like for American Airlines to make this right..A1E2W31234Version: 2026.3

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

Baggage NightmareHad an emergency and needed to fly out of LAX after inbound from Australia rather than onto the original destination of SFO. Was told it wouldn’t be an issue since I would need to grab my bags in LAX after customs. Almost landing in LAX and the captain announces that the flight is doing a trial run for only Australia inbound flights, that bags with connecting AA flights will be sent directly to the connecting flight. Normally that would be awesome but I had previously been told when we checked the bags in that it wouldn’t be an issue grabbing my bags at LAX. Went straight to baggage claims and was told they put in a request for the bags to be grabbed, would take about an hour. After waiting an hour we were told by other employees that there was no request in the system. Went back to baggage claims and they indicated they were working on it to come back in 20 minutes and if they didn’t get them before we had to leave they would send them to my final destination. Went back after the 20 minutes and we were told that they were already at the gate so they couldn’t get them and once we arrived at the final destination we would have to request the bags at that point. Went were lied to! No requests were ever made, they purposely lead us on a wild goose chase. Nothing but lies. They even tried to tell us that we knew about the trial program when we purchased the tickets and that Australian desk agents would have known. Normally I have nothing but good to say about AA, but the baggage claims office at LAX Terminal 4 was full of liars and deceivers..Bombero2010Version: 2025.9

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

Damage my Korg pa 1000 keyboardWell, I took this keyboard in the soft case almost 50 states as a carry on it was very tuff to carry , it was very difficult, dealing with all these airlines fighting all the time telling me I need to check this as baggage! So so got hard case skb approved from TSA , but first time checked baggage inn on the American Airlines, from New York to settle wa, state when got there checked my keyboard, it was damaged, called airline , they told me I should have shown at the airport, I was so tired, Did not see the airline office , so baggage claim agent on the phone filled claim and told me take it to the closest airport, well I drove back to the Las Vegas it’s was like 18hours drive so after got there went to the airport next morning took Uber , paid $100, for the both side, to show my damaged keyboard, Airline office at the Airport, manger lady she was very very rude and did not even look at my keyboard, I was very disappointed, went back to my hotel , called this customer service baggage claim lady she , totally changed, she did not wanted help either, So doesn’t matter what you do , how honest you are these people just don’t like honesty, and they think they know there job ?? When you can google it say airline are responsible for music instruments damaged!! Very very very disappointed!!!! Would Not like to travel on all these crazy airlines,.SSMasihVersion: 2024.5

Does Not Work On Working DevicesApple, in a desperate attempt to get people to buy new phones must have colluded with AA to ensure their app doesn’t work on older devices. I brought this to AA’a attention 3x in the past month with nothing but lip service in return. If the SEC and FCC actually had some cajones, they would investigate and prosecute both companies for manipulating the Market and Collusion. I will also send off a complaint to FAA, might as well see how many USG entities want to investigate this issue. That will be my next email to a note to POTUS and my Representative. No reason that the Passenger’s Bill of Rights can’t be amended to include protections against these types of shenanigans. Apple doesn’t care what kind of legal trouble they get companies into as long as they can raise their share price by a quarter percentage point, but the USG fining airlines that exist on razor thin margins should make for very interesting shareholder meetings. Nothing says “way to go A hole” like a call for wholesale corporate restructuring. Really sad because I know that AA has some really great people working for their company, but their jobs can easily be put in jeopardy by some idiot MBA who only cares about his next bonus. If only Business Schools taught the truth about Eastern Airlines, TWA, and a host of others who treated their employees as expendable and their customers like idiots..456tVersion: 2025.8

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

The digital accessibility is broken, broken, broken.I fly on American, because I am a blind guy, and I travel with a guide dog, and although the airline gets a lot of things wrong, they actually understand and have a pretty good process for registering service animals. Unfortunately, their app is a straight up disaster from an accessibility standpoint. I could go into all the reasons, like the fact that you can’t, at least using standard Apple gestures for people using voiceover, you can’t check in for a flight while you have a flight active, which is silly, when you travel in back to back days. I could talk about the fact that it’s the bottom navigation, buttons don’t go where they’re supposed to, EPG. Managing a flight takes you to the trip cancellation screen, trying to check on a bag takes you to the Wi-Fi page, etc. but the biggest frustration is that nobody seems to own the problem. When you call the special desk for people with disabilities, they apologize and say we are not responsible for the app. When you report app issues, nobody owns it, and they send you to the disability desk as soon as they realize that you’re asking about voiceover. As for people at the airport, they apparently have nothing to do with the app at all. so if you just use the app like anybody uses it, it is what it is. But if you’re blind, and if you’re not traveling with a service animal, try an airline with a better app, because this one does not get the job done. If you’ve got a guide dog, then I guess you’re like me, sort of stuck. by the way, I have posted negative comments about the app accessibility in the past, and nobody ever got back to me, and they never fixed it. Therefore, I guess I’m doing it again..RonB67Version: 2025.24

Never againMy girlfriend and I flew business class with AA for the first time from Houston. We missed our international flight to Frankfurt from Dallas due to weather, we were booked for the next day, no compensation for a room or meals The next day the flight was delayed 3 hours to midnight. Instead of Frankfurt it was British Airways to London and then Frankfurt, we arrived exhausted by midnight the next day in Frankfurt and then we did not get our luggage. They blamed British Airways for not getting it there. I got mine in 3 days, my girlfriend took a week. Ridiculous, we were on a 40 day trip in Europe and a woman who had no luggage was a big problem. On the way back we flew AA, delays, not enough meals. Our steward was rude and should be retired but they love their seniority We were flying back home to Charlotte and because the layover was ridiculous they booked us on an earlier flight. When we arrived In Charlotte, guess what, our flight was cancelled due to the weather in Houston, and we were flying the next day in the afternoon. This time we demanded a room and a meal ticket. Hotel was very old but we had a room. $15 per person for 2 meals. When we finally arrived in Houston and I really had to use the bathroom, I had to beg entrance to the lounge because I didn’t have a boarding ticket. What can I say..RP PTVersion: 2024.27.1

Boarding pass not availableI’ve been using this app frequently since 2017, Exec Platinum, so I have some familiarity with how it works. When trying to report an issue through the developer site I simply get a Q/A page so I’m going to report here: I’m trying to board a return flight and when I click on the boarding pass button it takes me to my wallet, but there’s no boarding pass in my wallet - I never added my return flight boarding pass to my wallet. If I close my wallet and return to the app it has the endless loop - open wallet and no boarding pass. I’ve experienced similar behavior in the past when I’ve added a boarding pass to my wallet and received an upgrade, I would need to delete the old boarding pass from my wallet in order to get the new one. I received an upgrade today, but since I never added the original boarding pass there was no way to retrieve one from the app. I assume since I had added my boarding passes (to my wallet) from my original destination that an flag was set in the app to go to wallet, even though the return pass had not been added. This is a known bug that I’ve been able to work around in the past (few years now) but today I could not find a work around and had to get a printed pass..KilrouwasnthereVersion: 2024.35

Damaged & Delayed BagsOn several occasions including this travel trip I’ve arrived with a new suitcase and left the airport after my AA flight with a damaged, broken, chipped, scratched up suitcase. There appears to be zero care. I even have a video of an AA employee dropping my bag from at least 6 feet in the air straight onto the ground, breaking a portion my bag in the process. I sadly had this view of the incident from my seat on the flight. Lastly, the last two international trips we’ve been on we’ve waited an extensive period of time for our checked bags to arrive at the terminal. We have priority tags on our bags, why are we waiting 30+ minutes for our bags to arrive when dozens of other non-priority bags are arriving before our bags? In one incident we waited 65 minutes, and missed our connecting flight, which turned out to be the last flight of the night. This resulted in us getting a new flight for the morning, which in itself isn’t too bad, but the fact that we were traveling with our 4 young kids all 5 and under felt extremely unacceptable. These experiences are really making me question my loyalty to AA right now. If these issues aren’t resolved and made right then this might be the last time we travel on an AA flight..Jahop14Version: 2025.7

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

Alaska Airlines Substandard ServiceJust rode on a flight from San Francisco to Boston, Massachusetts and upon boarding I had excellent interaction with the flight crew. The captain and the copilot I said hello to the staff and got kind of a cold reception upon getting onto my aisle and into my seat there was a English, speaking flight attendant servicing first class and a gentleman part of the flight clue and a young lady in the back the English woman and the gentlemen were very condensed and my opinion talking down to many passengers, including myself and being disrespectful, passive aggressive is probably a better term. This is now the third time that I’ve had to fly Alaskan Airlines due to booking through American Airlines. I was redirected to this airlines all three slight so far I’ve noticed that the flight crew on the flights I flew on a large percentage of the flight. Crew are amazing. However, the flight attendants gives substandard service, passive aggressive, and it’s a bothersome. It seems on their body language and their gestures that were interfering with their day and even being on this plane, I would recommend to the CEO of Alaskan airlines to rethink how your training your customer service standards as of now it is sub-standard service..Mike UruetaVersion: 2024.30

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

Lying flight attendantSo I’m getting really tired of getting on flights for the flight attendants think that they are mightier than God himself there’s a flight attendant on our flight from Las Vegas to DFW where my daughter was sitting next to a really large person and she’s not a small person, so I asked the flight attendant if it would be OK if I switch seats with my own daughter, the flight attendant, then proceeded to tell me that we would have to ask the gentleman’s permission for me to switch with my daughter which I was not happy about. I had never heard of that and I didn’t want her to ask him. I didn’t feel that he needed my permission his brother said I didn’t know that I needed to tell me that I could switch seats with my own daughter. I’ve been asked her. since there was an empty seat in the exit row if I could purchase a seat for my daughter so she could be more comfortable and I was told she could not so my daughter sat for 2 1/2 hours uncomfortable in a seat as we were exiting the plane when we arrived at the gate, I asked the gentleman another American Airlines worker if it was true what she had told me, and he said it was nonsense. That was not true. He never heard of such a thing, and he was in shame that she would have said such things to me numerous times we’ve been on first class flights where we arrive at the airport and there’s no first class priority employees quite frankly I think I’m pretty much done flying American. I feel like they do not care about their people flying in Airlines. I’m tired of giving them my money will possibly be my last flight on American Airlines. Thank you melody for having no empathy and your lack of consideration and empathy for my daughter.Sick of AAVersion: 2024.22

Worst customer service of ANY airline!Consistently a Philadelphia gate agents are the WORST customer service agents in the industry. I am a frequent global traveler for work and also lead a service company. My experience today was horrific. If I was the leader these folks would get fired today including the supervisor. Flight 5858 at gate 19. My bag is carry on compliant, goes in all flights except today. Watched bigger bags get plane dude checked going into same storage area. An agent Candice not serving me, made a loud, unprofessional comment about me when I was simply quickly following the instructions of another agent. When I confronted her explaining my actions she continued. I asked her if she considered this customer service. These agents take pride in disgruntling customers hiding behind rules. It’s like they are watching a movie and making comments like no one care intentionally. When I attempted to get her name, she was uncooperative. I then commented that her supervisor sitting next to her should do something about this. I took her photo to ID her for the complaint and she accosted me again. When she got on the plane she covered her face. I saw her name badge finally. Another on the plane who is also a frequent traveler pulled me aside snd said you did nothing wrong. They were totally out of line. And he sees this frequently in PHL. I shared my same perception. I travel often, sm a million miler snd 1k with United. I bought this ticket even though it was more because it was less time. From his in I will take as much time as needed to never fly American again. Disgusting disregard for customer service. Your union should be fired..Disgusting with AmericanVersion: 2023.17

App doesn’t workAfter receiving dozens of emails from American Airlines telling me to download their app so that I can check into my flight online and access mobile boarding passes, I finally caved and downloaded the app. I’ve always access access mobile boarding passes via the airline website, or through an email link sent by the airline. The first mistake that I made was booking with American Airlines to begin with, the second was thinking that their customer support would resolve my issues. The app absolutely does not work. I was unable to check into my flight using it, and I am unable to access my boarding passes using it. my flight booking and departure time and flight number and confirmation number and everything is loaded into the app, but when I click the links in the app, it takes me to blank screen, and I cannot proceed any further. The agent told me to go to the website and use it for mobile passes instead, which I attempted to do and it will not accept my email address even though it’s the same email address that is registered with my account with American Airlines. The app, the website, and the company are trash. I guess that’s why they have a 1.4 star rating on Yelp..Nonconformist7Version: 2024.18

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

Do betterEven though I’m logged in to my account on the app, it still makes me enter ALL of my personal information, Loyalty number, and my Known Traveler Number, and email address?? By the time I got all of that info, the app resets and I have to do everything over again? Also came to find out that my last couple flights didn’t accrue points because I must not have entered my Loyalty number even though I used the app and my same email address? I’ll just mention a few other issues I’ve had. Forget about EVER being reimbursed for transportation to a hotel if they make you miss your flight. It was IMPOSSIBLE to find a link on the website of anyone in support to help me get reimbursed for $100 of Uber charges because they booked me a dumpy hotel 30 minutes away from the airport. Eventually I just gave up trying. Maybe that’s their goal? Also another time, I was told by a representative that I had a travel credit of about $50 I think. Later when I went to book a flight, they told I had no travel credit. Aside from that I guess my experience has been fine with the airline, but this accumulation of bad experiences has really taken a toll on my perception of the company..MachappieVersion: 2023.18

Use another AirlineWe spent 27 hours accosted in Saint Lucia after our flight was delayed. The airport staff was incredibly incompetent, don’t care and straight up lied to us at times. There’s dirty visqueen literally just stapled to the ceiling. The food is mediocre at best, very limited and incredibly expensive. The outside looks like it’s been to war. There’s no where to plug your phone. The WiFi is slower than a snail. They put passengers in hotels that had no running water and blood on the sheets. Then gave us $12 food vouchers that wouldn’t even purchase a full meal. We spent $34 on Chex mix and sodas. No smoking area and denied exit after 12 hours sitting around. They had a pregnant woman, young children and elderly people sitting around on plastic airport chairs for a full day. After 27 hours of being stuck there, and most of it sitting in a terrible airport, the crew comes prancing out for the final time after refusing to fly all this time due to “maintenance issues”. Mind you, everyone can see the plane the whole time and NO maintenance is occurring. No one went near the plane. They turned around and started walking away for about the fourth time when they were approached by several furious passengers. Then comes “Captain Sam” (who portrays the hero) and 10 minutes later we’re boarding the SAME PLANE that’s allegedly having maintenance issues! Once on the plane, I heard the first and ONLY apology from the flight crew. They profusely apologized over and over. Thanks. Apologies were meaningless. We want compensation for that. Horrible experience. We will not be returning to Saint Lucia because of the airport staff and American Airlines. That experience ruined our honeymoon and Mother’s Day..CnnblahblahblahVersion: 2022.11

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

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..TheKdubsVersion: 2021.16

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

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

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

Needs DebuggingWhenever I try check in, it asks for where I’m staying in the US. But when I enter the address, it “chokes” and goes right back to the address entry form like I never entered anything..Yam DiggerVersion: 2023.18

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 ne fonctionne pasFonctionne pas.PhilzzzwwppVersion: 2026.13

Air ballI am bald and they told me I need hair to be fly. Food was 8/10 tho so that helped. Bathroom was covered wall to wall in dirty diapers and tampons. Who runs this gizmo?.Unhappy …?Version: 2026.13

Can’t check in on AppHave to check in in person, useless.987AxpVersion: 2026.11

Hate itNot user friendly at all!.JesmacpVersion: 2026.4

Not usable for CanadiansTrying to check in and pay for our checked bag on our return trip home from Miami to Detroit. Was unable to because the required State & zip code does not allow province and postal code to be entered. There are reviews from 8 years ago stating the same problem, but still not fixed!.LeaffarmfanVersion: 2026.2.1

Can’t check-inHave tried to check-in on multiple occasions with no luck. Chatted with customer service and they couldn’t help and advised me to do it at the airport or try the web. So there’s really no point in having the app..PoottsVersion: 2025.31

Worst App in Airline historyKeeps crashing, asking for cookies, email sign in codes don’t work. Would choose to fly with a different airline just to not use their app!.SquamishchiefVersion: 2025.23

Cannot use Canadian Credit CardI’m flying out of a Canadian airport but I can’t use a Canadian billing address because it only accepts a pick list of US states and Zip code. Lost revenue..FuktArd125Version: 2025.21

Ok app but worst airlineThe app is ok as you cannot check in on web but can do it here. But the airline is terrible, my flight got delayed for 3 times and then canceled. The next day, it delays 3 times again, also one of the most unsafe airlines as I recently, DO NOT buy this even it is cheap.DicksomedVersion: 2025.14

The Keyboard doesn’t even show upIs this a joke ? I can’t even search my bookings or use the app in anyway. Keyboard doesn’t even show up and the booking modal keeps offsetting back and forth Is this app not build using native sdk ? Please use SwiftUI and not react or third party frame work..PdgnaVersion: 2025.8

Why only the latest iOSCould not use the app because my iPad won’t update to iOS 16. Not sure why the app has to only use the newest iOS..Maxitttar06Version: 2024.4

Worst flight appThis is the worst flight app amongst all major airlines. Missing many basic and quality of life features present in any other airline app..Ivanhao67Version: 2025.6

App with bad user experienceHorrible experience, looks like a badly made website wrapper..M.HerasimovVersion: 2025.4

Unstable appUnstable app that keeps crashing (no pun intended). Also could not scan passport in app and was told by agent that it’s been an unresolved issue for a while….IsabustlVersion: 2024.42.1

Bag delayedFrustrating.AMero77Version: 2024.42.1

Unable to update appThe app kept telling me that I need to get the updated version, when I try to update it I’m taken right back to the app which again tells me I need to update. It’s a vicious cycle that leads nowhere..Digital Music LoverVersion: 2024.18

Baggage claimEmployees processing the flight before loading on the plane know that there will need to be a certain number of carry on bags, checked. Why can’t the system at time of paying for the ticket determine this. To avoid the uncertainty of having your bag checked on every single flight. Both are paying customers and yet one customer gets to avoid the baggage claim and the other doesn’t. Very poor process especially in the days when data is so prevalent. I would rather pay an extra 10 dollars to guarantee my carry on bag..Rob L79Version: 2024.40

Now uselessI can no longer access my AA account with this app. It requires a new iPad OS and denies access. This requires me to buy a new version of mini iPad. No thought my AA for clients. I refuse to buy a new machine simply because AA to lazy to provide for legacy equipment….Imac44Version: 2024.18

Can’t do anything, errorsI get an error searching for my confirmed flight so can’t use the app at all. Cannot pay with my Canadian card then prices increase while I’m searching..Hoggy Woggy WartsVersion: 2024.30

All is HUGEThis app is almost half a GB in size…. Why..FlyboarderVersion: 2024.30

Won’t let me add address where I’m stayingI see other reviewers are having this issue where the app can’t take addresses for where you’re staying. Really annoying, now I have to wait in line to check in at the airport. Unrelated, but I also frequently have problems logging in to the website on desktop too..SchlmittyVersion: 2024.12

Not the right pricesTheir prices are not up to date its useless cause it keeps showing sold out flights. So much time wasted.Danymoto_94Version: 2024.24

Worst app, can’t check inI know it’s important to put an address while in the us…but it won’t let me proceed at all even though I put the correct information of my address.SixhunnidfourVersion: 2024.13

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