I see why the ratings are low. The check-in portion was not right. There was this rude African American lady. Pictured below: One of them folks that seemingly does not like their don't like their job. Do better!!!

If i could give it a 0/5 I would. First we get delayed coming from new orleans to dallas to the point we had a 2 hour layover which turned into a -10 minute where we were arriving as our next plane was leaving. The airlines rep in New Orleans said that because of weather dallas would likely be delayed as well and we should wait it out (spoiler alert: it was NOT). Weather wasn't the issue but everything after that was. Our dallas flight wasnt in fact delayed even when we couldn't even leave New Orleans due to Dallas weather but they could depart with no delay?! Interesting 🤔. We eventually got on the plane to Dallas and got a notification just as we were having to turn on airplane mode (and unable to contact anyone) that we were getting a new route and being sent through Madrid with a 7 hour delay because there was allegedly no other route we could take (when there were 2 planes leaving madrid earlier which would have got us in around 1 pm). Im not sure how true that was as my mother was seeing some as we were waiting at the new orleans airport but we were advised to wait so we did. Asking questions through the airline app was useless and i eventually had to track down a number via the internet to call both about baggage and even in Madrid when we had to go track someone down to ask about an earlier Madrid flight. We were transfered to Iberia Airlines from Madrid to Rome. In summary: we ended up losing our whole first day (getting in at 7 pm as opposed to 8 am and staying until 9 waiting to be told none of our bags were in their system), including a reservation we had at the colosseum. To make matters worse we also lost ALL of our luggage somewhere along the way (we think madrid since the bags were checked in there last according to americans app). We called american and they said they handed it off and were no longer responsible when we booked with them in the first place! Iberia also said they had absolutely no record of any of our bags. Now we have been stuck a whole day with no clothes, shoes, hygiene products, etc. when we just spent two days traveling. Iberia ended up finding 4 bags today and got them to us around 8 but two people in our party still don't have any of their clothes and we are missing 3 bags. American has been wholly unhelpful and denying any and all responsibility for both finding our stuff and helping communicate with Iberia. Thank God we are in a hotel with a concierge able to help us navigate all this otherwise we would be even more screwed than we already are. We leave Monday morning for a cruise by the way so if we don't have stuff by Sunday night we will be going a further two weeks without clothes and likely never finding that missing luggage. I would recommend taking literally any other airline possible if you want to go to rome. The whole situation has been one headache after another and has throughly put a damper on our whole trip which is a shame since we are spending so much money. This was supposed to be a once in a lifetime trip which has started off on a really sour note!

They cancelled our flight at 1am before a 6am departure and rebooked us for the following day. We saw the notification as we were driving to the airport at 4am. When we arrived at the airport they just shrugged and said there was nothing they could do and we should have bought refundable tickets. (We booked another flight with southwest the same day. American Airlines did eventually refund us for the price of the ticket, so I’m very thankful for that but it was a huge pain.)

Absolutely trash airlines. Our flight in and out both get cancelled and for the flight in, they got nothing to provide and we have to rebook an over-priced same day flight from other airlines in order to get to the place in time. And AA said they don't provide stipend or hotel for weather issues. FINE. For the flight out, it was CANCELLED again because of "mechanism issues" of the plane and we are stuck at the airport. They can't provide any accommodation/hotel either, and this time it's because "system doesn't let them to do so". I'm like too angry and frustrated about the situation and start to feel this is funny.

The American Airlines agent at MSY named NASINET well solely be the reason I never book with American Airlines again. What a condescending, rude, patronizing excuse for an employee at any company. She didn't even know me or my circumstances and she treated me like I was worthless garbage. Thanks NASINET