My recent AA trip from Richmond to DFW was absolutely the worst experience I’ve ever had. At the time, I was in a cast and suffer from vasovagal syncope, so I requested wheelchair assistance. However, the staff told us they were too busy to come and that we just had to wait. My wife, our four children, and I had no choice but to wait. When there were only 30 minutes left until boarding, we asked again, and this time they told us to go ask ourselves. So we went directly to them and explained the situation. Thankfully, one kind employee helped us get to the gate. I asked an AA staff member if I could pre-board, and they looked me up and down and said to each other, “He looks like he doesn’t need help. Just let him go in alone.” I ended up going to the aircraft by myself. At the entrance of the plane, I had to leave my knee scooter behind and hop on one leg all the way to my seat while carrying my cane in one hand, and a small bag and water bottle in the other. During this time, no staff member asked if I needed help—only other passengers did. If this is how they were going to treat me, wouldn’t it have been better to let my family assist me instead? When I arrived in Dallas, the wheelchair service I had requested was properly provided, and the staff there were kind and helpful. But after I got home, I couldn’t breathe and had to rush to the ER. I was immediately hospitalized and treated due to a blood clot. AA staff in Richmond—you could have seriously put my life at risk. AA must properly train the Richmond team so that something like this never happens again.

So I was on AA flight 3037 from Dallas to Richmond on 8/17... landed on time just ahead of storms around 11pm. About 10 mins after we land rain thunder and lightening when on for 2-2.5 hrs. American Airlines refused to unload the baggage from the plane... understandable considering the weather, or so I thought. It was 3 hours after the plane arrived at the gate that the luggage was final in baggage claim. While we waited for the 3 hours, other airline passengers were landing and their baggage came to other baggage carrousels. So when we questioned what was going on, because we were led to believe the airport was on a ground stop, we were finally told it wasn't an airport policy but an AA policy. So not only did I have to wait three hours for my luggage while other airline employees braved the storm to serve their customers, the luggage from our plane was partially unloaded when the storms hit and the employees just left it as it sat... some bags took direct rain for much of the 3 hours. Some of the bags that went by me belonging to fellow passengers looked like they had been submerged in water. I felt badly for them. My bags were wet and wet past what I felt acceptable, but I didn't think I could complain when I compared mine to some others on my flight. I and my wife have been loyal AA customers for years... this is a big setback in my confidence in the airline.

I flew to CA 6/27 and returned 7/4 with American Airlines. I was extremely pleased with the flight experience! No delays, no issues, very friendly service in the plane and at the airports. I am an American Airlines customer for life!

Need to update your checked bag policy online. "Bags weighing 51 - 70 lbs. (23.1 - 32 kgs) for an applicable charge" A reasonable person would interpret this as the checked bag fee - not an additional $100, beyond the checked bag fee. Pricing transparency is needed!

Atrocious airline. Delays, poor communication, overall mediocrity in all aspects of airlines

Travel can be stressful at times, but American Airlines made this experience pleasant and memorable. Thank you for exceptional service and for treating passengers with respect and care. I look forward to flying with American Airlines again soon! A special thanks to Mr. S. Colins also, Grace and S. Anderson for a job well done!! Another great review! Awesome restaurant supervisor Kiah. She was Kind professional and a very good cook!