Poor Customer Service by Magdalena Today, while helping my mother-in-law check in for her flight, we had a very negative experience with an American Airlines employee named Magdalena. My mother-in-law has a serious medical condition that affects her balance and causes her to fall when walking, which is why she requires a wheelchair. As I was assisting her to the wheelchair check-in area, Magdalena abruptly stopped us, raising her voice and saying, “Get out, get out, this is only for wheelchairs, unlocked the band and try to get us out.” I explained that my mother-in-law does in fact need a wheelchair, but instead of handling the situation with patience and respect, she put the band back in place and walked away without offering any help or even an apology. This treatment was extremely rude, unprofessional, and made the start of my mother-in-law’s trip unnecessarily stressful and uncomfortable. Customer service is vital in any industry, especially in airlines where travelers often need assistance. Respect and empathy go a long way, and I believe American Airlines should ensure their employees reflect those values. Magdalena’s behavior was unacceptable, and I hope the company takes this seriously. Customers are not replaceable, but employees and even airlines can be if they fail to treat people with dignity. Passenger name: Margarita Alfaro.

Don’t be surprised if your flight isn’t available because their staffing can by abysmal. Spent the entire night in the airport because according to American Airlines Staff they could not staff a plane correctly and rescheduled my flight at least 12 times. There was a serious torrential rain thunderstorm happening in our destination and they decided to lie and let us know there were no staffing or there was no air space available at the destination airport. So also expect a good consistent lie they’ll defend to keep your money with them. They won’t give you a refund and ask you to behave. Better to stick with United. This flight was supposed to take off at 8:25PM the night before. Don’t expect this airline to be there for you if the weather is bad. Maybe bank on it only if it’s nice out.

Our American Airlines flight AA215, international (Oct 28, 2025), was delayed 3 hours and 29 minutes, causing significant disruption to my plans. The next day, I emailed a compensation complaint to AA.com. After all that inconvenience, I received only 2,500 miles and a $25 trip credit as compensation. That’s not even close to fair value for a delay of this length — especially considering the time, stress, and missed connections involved. I expected a more meaningful gesture from an airline of this size. This experience left me questioning how much American Airlines really values its customers’ time and loyalty. If you have time to waste, fly with American Airlines. But if you’re going on vacation, don’t risk it — they’ll ruin your plans. Our flight to Cancun (AA1503 on Oct 17) was delayed over 4 hours, and our return flight (AA215 on Oct 28) was also delayed more than 3 hours. Two flights, both late. Totally unreliable. My name is Samir.

Would be more stars but we were delayed in arriving because of another plane at our gate. The flight attendant was not helpful saying we'd be okay. Upon arrival at the closed flight they said there was no reason to run or try to get there bc it closed before we were let off the other flight. Don't make me run for no reason. EVER.

I have been a loyal customer of American Airlines for over 20 years. Even over the last couple of years when service has declined I have remained faithful. This weekend has put an end to that. The final nail in the coffin. The total disrespect they showed for customers was unacceptable. Flights were canceled, even the pilots didn’t seem to know why they were being canceled, no compensation was offered, and luggage was lost or just left lying around in baggage claim. I will transfer all of my loyalty to another airline. I know this is really no big deal for American, after all I only have 300,000 miles with them, but the very fact that I am no big deal is why I am no longer going to patronize them.

For over 40 years, I would always seek out American Airlines for a premium level of service. Sadly, their customer service is now non-existent since their entire business model is centered on a cell phone app. There are no supervisors or managers and no accountability or follow up. Both my wife and I are disabled. Despite my best efforts to arrange to get transportation from one gate to the next on 2 occasions with our outbound & return travel - their Gate Agents refuse to help. They expected us to run over 3/4 of a mile to catch connecting flights. No help. Use any other airline. They no longer deserve our business. I will be starting a petition to force them to change their business name. Our country should have nothing to do with these shameless crooks and frauds.

I absolutely love flying with American Airlines. Even during the government shutdown, their operations ran impressively smooth—one of our flights even departed early! The flight attendants are consistently friendly, the pilots keep passengers informed throughout the journey, and the takeoffs and landings are always smooth. The food is surprisingly tasty, too. And honestly, who doesn’t adore that classic American Airlines livery? Red, white, and blue, baby!