8am Plane was returned to terminal. No instructions given of options. Sat for 9 hours. Lost our luggage

I purchased a Business Class international ticket on American Airlines for approximately $4,000 because I needed a lie-flat seat due to my bad back. This was a significant expense—nearly five times what my friend paid for a coach ticket ($800)—but I justified the cost for the comfort and ability to sleep on the outbound flight to Europe. Unfortunately, my experience with AA turned into a nightmare. The night before my departure, AA canceled my flight without explanation. Instead of accommodating me properly, they rebooked me on the same flight the following day but downgraded me out of Business Class. When I requested to be rebooked at the original $800 coach fare (which I would have purchased had I known I wouldn’t get Business Class), they refused. Instead, they insisted I would have to pay the significantly higher last-minute coach fare. AA assured me I would be treated “fairly” after my trip—when, of course, I had no leverage. After multiple follow-ups, they issued me a mere $853 refund. Frustrated, I took matters into my own hands and contacted every senior service manager I could find on LinkedIn. Only then did someone reach out and offer me an additional $500 flight credit. In the end, I paid $4,000 for a Business Class ticket I never received, and AA effectively kept over $1,800 of my money. This is deceptive, unfair, and frankly feels like fraud. Lesson learned: just because you pay for an upgraded seat doesn’t mean you’ll actually get it—or your money back if AA decides to downgrade you. What a disgraceful way to treat a longtime loyal customer of over 25 years. This experience has made me seriously reconsider ever flying with American Airlines again. 1,000 thumbs down. 👎👎👎

I am a valued customer, right now I am writing this comment on boarding, flight 1250. On 17Jan25 I was flying from PHL flight 2034, the agents at the gate they took my carry-on as no space was available. They gave me a tag with a wrong name, I didn't check at that time because I trusted them. At CLT,my destination, I couldn't find my bag. I notified the Baggage claim immediately and submitted my compliant online. After a week my Baggage still not found. They told me to claim and submit my documents. I have never experienced such a nightmare! Time consuming form and I have to submit it twice! Exactly, one month I haven't received any feedback! Still lost my Baggage. No refund! I am praying to God this will not happen again to me.

Love the any drink preflight in first domestic. So kind and makes all the difference after a long day. I've taken AA over UA a few times given this policy. FAs care about service so much and are so good. SO MUCH better than Singapore. How is AA rated worse than Singapore? Have Airline Ratings ever taken a BUSINESS or FIRST flight on both in the past 10 years??!?

They left my unaccompanied minor children alone in the Charlotte airport alone overnight. They cancelled the flight my three children were suppose to go on and then didn't do anything for them or even contact me or their mother about it.

I’ve found, as an American Platinum customer, that training issues for staff are the biggest problems for this airline. I love American, but the training issues are inexcusable.. A gate agent in Chicago, and a rep at AA.com, were completely incompetent!!! Both lied to me about my bookings!! I was booked to LAX with a day’s delay by the algorithm at American when I was able to book my own flight the same day. This ,too, is inexcusable!! !I was told by 2 separate AA.com agents that I had a flight home when it did not exist (I had to go to the airport to get an agent to do the booking, (this is simply stupid for a major airline!) All told, I am loyal to American customer at the Platinum level, but I can see the incompetence in their staff…all obviously training shortfalls. It is best that customers review their bookings and have little trust in American until they can get a trained and competent staff throughout the network!!

DFW Jan 9/10th. Gate 18 (various).I have plenty of time to write this as it is our second day sitting on the tarmac. Yesterday was a 7 hour episode as the entire airline was crippled by a 15min icy rain. Somehow they were not able to de ice and get the plane moving not were they able to comminicate this with us. After 5 hours we de boarded then reboarded to wait an additional 2 more hours. They used the pathetic excuse that it wasn't their fault due to weather and have no one hotel accommodations. So her we are in day 2. We've sitting on the tarmac for 3 hours now waiting for a crew to empty the toilets. Now, we have been informed that the crew will change but we can sit in the plane. Customer service absolutely sucks. Management needs to be replaced. Spirit and Frontier, although lee on the totem pole surpass the professionalism and customer service expected from the 'Worlds Largest Airline' Complete joke......

American Airlines flight 3626...you have a flight attendant who is in need of training or retirement. Don't know her name but she's an older white middle aged lady with blond hair with a bad unprofessional attitude. She constantly harasses passengers and from judging the body language of her fellow attendants they don't care for her either. Thank you for your attention in this matter.

Horrible customer service on slow chat or the forever busy phone center. Gates cannot help getting on standby and send you to the worthless app that tells you to contact the helpless desk. Now my flight is delayed and I’ll have minutes to run to my gate!! Horrible.

The worse service I've ever experienced. No communication still charged full amounts. Don't fly American if there are options