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

The worst airline in America. Please do not waste your time, energy and money on this carrier. They charge you a crazy amount for flights but don't uphold their end and don't communicate or offer credits when they lie and mess up. They ruined my Christmas break charged my card for paid deats, cancelled my flight rebooked my flight and your earlier and we barely made it & didn't give me they seats I paid for on the new booking now I have to fight to get a refund by talking to an idiot and being put on hold for eons. DON'T FLY THIS CARRIER!

My flight to Dallas on Thanksgiving Day was good. The flight from DFW to Madrid was delayed over 9 hrs. Two planes were taken out of service due to mechanical issues. Two flight crews timed out while waiting. So at 9pm on Thanksgiving they were looking for a flight crew that was available and sober. The delay caused my connection to Lisbon to be rebooked 3 times and ultimately changed to Jerez where I hoped to join the cruise ship on day 2. The delay and rebooked flights lost my luggage. It was found and I was reunited on day 5 of the cruise. American Airlines customer service has been mostly absent. To compensate me for the delay they are giving me 10000 miles. The 2 flights home from San Juan were also delayed by 30 and 60 minutes due to mechanical problems. I don't fly much but won't fly American ever again!

I was instructed by TSA to check my bag in due to hairspray I purchased in TX. It was less expensive than SC. I understood and agreed. American Airlines threw my hairspray away and I lost $26 but you lost more for not allowing me to check my bag. I’d like a refund for the hairspray.

In order for you to understand this review, I'm just going to attach the letter that I wrote to the president of American Airlines, after many many futile attempts to get my problem solved through the customer service portal on AA.com. It's been about five days, and l've received no response from him. But that doesn't surprise me one iota. 5 December 2024 Dear Mr. American Airlines President, I realize that this is an investor relations email address, however, I have exhausted all resources through your customer service portal to get my situation resolved. I actually had to go through the customer complaint process on your website three (or four?) different times before I even got anyone to acknowledge my situation. I am going to provide you with all of the emails that I had with your American Airlines customer service department so you can see why I am so frustrated. I still don't have the check that I was promised for the cost of the hotel for $233 and some change, and I was told that was sent nearly a month ago. To recap, I paid for my daughter and my son to come to their grandmother's funeral in California. The morning that my daughter was supposed to go home, her flight was delayed to the point that she was going to miss her connecting flight in Dallas to get home to Rochester, New York. Fortunately, we caught it in time in the morning before I dropped her off at the airport, and she didn't end up at the airport in Dallas with a seven month old baby trying to figure out how to get accommodations for the night and how to get a new ticket for the next day. She had to call in sick to work, and I had extra cost for lodging, transportation, and food for the extra day that she and my grandson had to spend in California. This was not weather related, and we were able to get her a ticket the next day over the phone, at least. However, it was very disrupting and caused a lot of extra cost and stress for both of us. will tell you that this is not the first time that this has happened to me, not just from American Airlines (But mostly from you because I usually always fly with you.), but all airlines in general. Flight delays, flight cancellations, lost luggage, delayed luggage, last-minute gate changes, sitting on the tarmac for up to an hour or longer, no internet, flight bookings where I have only 30 minutes to get from one terminal to the next, and l've actually fallen twice in airports, running to make my gate in time. It's absolutely insane (This is why I choose to drive as much as possible.). And of course, when I ask what the reason is, the people behind the desk will never tell me directly, but usually it has to do with not enough staff to operate the plane, or a malfunction that has to be addressed, or the plane has to be cleaned, or the prior flight arrived late, or paperwork has to be filed. I swear, it's like being held hostage! Anyway, I think you get the gist of my complaint, so l'm just going to close by leaving you with all the emails I had back-and-forth with the customer service department about the cost that my daughter and I incurred for the extra day that we had to stay after my mom's funeral. It's stressful enough traveling across the country to deal with something like a huge death in the family, or to just visit family or friends, and the transportation aspect of traveling should not add to your patrons' stress. These are not all of the emails that were sent back-and-forth because there have been too many, and they're probably out of order but hopefully you'll see that the reason people really hate flying is because of situations like this, and the fact that airlines will do nothing about them, but make excuses, even though the government has passed recent laws stating that airlines ARE responsible to some degree for ALL of this nonsense! Cordially, P. S. The cost of my daughter's ticket, and the cost of the hotel and the transportation and the food and the loss of pay she took was well over $1000. All I was offered was $233 and some change for the reimbursement of my hotel. It's been a month as I said above, and I still have not received the check, nor have I received any response about why I haven't gotten it in the mail.

Two flights, first one arrived 40 mins late which caused me and other passengers to miss our connecting flight by 5 mins (they didn’t hold the plane) resulting in an 8 hour delay for next available flight. Then 3 days later, ready to board, they announce plane is cleaned and ready, only a slight delay… 1 hour delay…then 1.3 hour delay and now 2.5 hour delay. They now say our plane has been decommissioned and they are bringing another one in. TOTAL liars. Never again.