Terrible customer service. AA destroyed my luggage upon arrival in Gainesville. Provided a kafkaesque process to get a replacement/refund. Process took a couple weeks and had to jump through many hoops. In the end, AA took no responsibility and provided a refund of only 100usd (they said they could only offer more if I had kept the original receipt of my bag, which is an insane thing to ask for). Will not fly with them again.

I paid a higher price to get a flight on Sunday as opposed to Monday. 1 hour before boarding on Sunday, the flight was canceled without warning, and the only option I was given was to take the Monday flight at the same price as the Sunday flight. They refused to refund the difference. The lady next to me on the plane had her and her kids' luggage accidentally loaded onto the wrong plane and sent across the country. Customer service was of no help to either of us. Every employee acted as though it was their first day on the job. Every time I share my experience with someone, someone else in the room chimes in with a story about how American airlines left them stranded in an airport somewhere. Also, do not upgrade to first class when purchasing the tickets. They overbook first class and can switch you to economy without notice, but they will not refund you the difference. I hate to leave reviews like this about a company, but if it helps someone who reads this not to miss an important life event, it's justified. It would have been faster for me to travel from ROC to JAX by car than by flying with American Airlines.

I have been forced to fly with American a handful of times throughout my career. Each and every single time it is a massive headache. Between them not knowing anything, generally being the slowest most incompetent people working at this airliner. 100% of flights I’ve had to take with them have been delays I had an 8 hour travel 2hr flight 4 hour layover and a final 2hr flight. The first flight was delayed 6 times and then there was no connecting flight so we all had to stay the night at the airport and wait for the next morning flight, to amend this the airport gave us an entire $15 meal ticket and a $50 discount as if we’d ever willingly choose them again. They miss connections so often you should never consider being on time for your next flight and honestly book an entirely different trip upon arrival. If you’re flying out of a smaller airport just get different tickets to each airport while you’re in the airport. Fly from GNV to NC go ahead and land get your luggage and start booking your trip from NC to the next airport. It’s better than trying to catch flights with American. DO NOT CHECK YOUR LUGGAGE. With American airline there is a 100% chance they will lose or damage your luggage. Never fly with anything important have it shipped to your arrival location at the hotel the hotel staff will hold it for you because losing your very important luggage will make you consider taking a permanent nap. Everything about their communication is infuriating. They will never help resolve issues instead just try to satisfy you until the end of their shift and then you will not be there problem. You will have to physically track people down to try and get answers. Please save yourself the headache and just fly delta, they are more expensive but it’s worth it. Never fly American they are the worst AA stands for Americans worst Airline Do not fly this ever.

I never had a good flight through Charlotte - always late for no good reason. The plane equivalent of a "train wreck company". WIll never be flying them again even if i have to pay double to another airline

If I could give 0 stars I would. My carry on luggage was lost and I had to explain 3x the situation to desk workers. Was told I'd have my luggage for my friends wedding the next day and they would call. I never got a call, the luggage remained at its found location and after purchasing new clothes, and having nothing, I was told my luggage was still at found location. Desk worker was rude stating she was the only one working and I'd have to sit and wait a while before she would help me despite no one being in line. I do not trust this airline. Word to the wise, do not fly with rolling bag carry on for the airline, or simply just chose another airline.