My wife and I visited Dollywood and were scheduled to fly home from Knoxville, TN to State College PA on June 23, 2025. We were scheduled to depart at 7:24 AM and were planning on getting to the airport two hours early. It was scheduled to arrive back at our home airport at 2:30 PM. At 3:20 AM my phone woke me with a message stating the flight had been delayed until 9:43 AM. There was no mention of showing up at the original time. We chose to sleep in one hour and then at 6:50 AM my phone said the plane was now loading and had been switched back to 7:24 AM departure. We tried to hurry, but did not have enough time to get through security. The staff said we should have shown up at the original time because this happens all the time. They offered a flight to Harrisburg scheduled to arrive after midnight and then we would still have to rent a car and drive two hours to get home. My wife and I decided to rent a car and drive 10 hours home instead of waiting. The AA staff insisted on giving us the Harrisburg tickets without telling us that this would negate their legal responsibility to refund our money. This was unethical and should be illegal. I hope people read this complaint and learn about their greedy and unethical business practices.

Absolutely the WORST airline on earth. Air travel is not supposed to be like catching a bus... It is too expensive for airlines not to be held accountable. I fly several times a year, enough to see the difference between AA and other airlines in their pathetic level of service (schedule & gate changes, customer service/ATTITUDE, etc.). Rolling delays, gate changes, and overnight stays are commonplace with AA, and don't depend on them to use your provided contact information to give you ample notification. In two recent years, I had saved enough reward miles to purchase a pair of first-class tickets for two bucket-list vacations (celebrating my wife's retirement from 30+ years as a public schools teacher) to Alaska and then to Yellowstone. Both trips resulted in day-long rolling delays and overnight stays in connecting cities, going both directions! We lost deposits at three expensive hotel stays and no refund on a guided fishing tour... all were crew and mechanical related delays that caused us to lose a total of four vacation days and scheduled activities. We didn’t even receive enough compensation to cover the downgrade from first class. I made calls and wrote emails. AMERICAN AIRLINES SIMPLY DOES NOT CARE. Last Thursday, I was rerouted, then had three gate changes at DFW and flight delays, to arrive home at 3:30am on a flight scheduled for midnight. "Weather," they said... When I pointed out that the other airlines going there from the same airport were not delayed, they had the audacity to say that the other planes "flew around the storm." Btw... checked the weather, and it was a non-event. Welcome to "Fleece Americans Airlines."

We had an outrageously terrible experience trying to get on our flight in TYS at the American Airlines counter on 5/8/25. Upon arrival 2 hours prior to flight, we were removed from line multiple times with completely unclear instructions and delay of service. This is due to a representative named Rochelle who was verbally abusive, yelling at customers, and treating co workers with disrespect. She was shouting conflicting info about check in and was not arranging people in the proper areas. The representatives at the counter were consistently walking away from customers who needed assistance and were taking 20-25 minutes per customer. This resulted in countless people missing their flights, and is absolutely unacceptable. We need a refund for this flight, and will speak to whomever we need to to arrange that. We will not be flying AA again after this experience. I believe the following are necessary: a refund, an apology, and a plan to address Rochelle, who was the catalyst for many customers missing their flights. I expect a refund for the entirety of this trip including the additional cost of flying with our dog, whom Rochelle referred to as a “cabin rat”. I have never experienced this level of abuse and disrespect from anyone in customer service. AA should be ashamed to employ her.

Poor customer service... absolutely atrocious. Arrived 2 hours early. Can't believe American doesn't have a communication protocol or policy for the dozens of people in line (see picture). No communication coming out of the ticket agents. The only reason why we know anything is because of the people that have gotten through telling us what they know. Do better American airlines. Everyone in line around me expects to miss their flight. UPDATE: as expected, we didn't make it onto the plane. We won't be using American Airlines again. We understand plane issues or whatever, but the lack of communication is unforgivable.

I recently had to cancel a non-refundable ticket with American Airlines. While I understand the fare rules, I was surprised to find out that the taxes and additional fees, which are typically refundable even on non-refundable tickets, were not returned to me. I reached out to customer service hoping for a clear explanation, but unfortunately, I was met with vague responses and little willingness to help. The representatives were dismissive and unwilling to clarify why these charges weren't refunded. I'm disappointed not just by the lack of refund, but by the lack of transparency and accountability. As a customer, I expect at least a reasonable explanation. This experience has left me frustrated and questioning whether to book with American again

Had a supervisor named Margery act ridiculous when asked simple questions with simple answers and didn't help me get another flight because I questioned the need to check a bag I've flown on literally thousands of flights with. Rolled eyes and talked to me very rudely. Won't be flying American out of Knoxville again. Beware these people have no clue and are rude.