My American Airlines flight was smooth, comfortable, and on time — truly a solid performance in the skies. But then came the baggage scavenger hunt. According to both the app and the airport monitor, our bags were arriving on Carousel 5. So there we all stood, bonding through shared confusion and slowly losing faith in modern technology. Thirty minutes later… plot twist! The bags were living their best lives on Carousel 4 the whole time. Nothing says “Welcome Home” like sprinting to another carousel while pretending not to care that your luggage betrayed you. Fantastic flight crew, solid service — just maybe send a text next time if the bags decide to switch carousels without telling anyone.

I'm a frequent traveller and had a first class ticket with a connecting flight in TX. It was our first time with AA. We arrived 3 mins after the time stated on our ticket. There was a long line in the security, and the TX airport is huge. We had to find our way to the right area. When we came into the boarding area, my husband and I wore told the plane already left and there's nothing they can do about it. 3 mins. We lined up in the Security for a long time. In our experience with other airlines, they usually wait for passengers with a grace period especially if it's a connecting flight. We have travelled a lot so we thought that was a standard. The CS Rep looked irritated as we asked for our options. They told us they can get us another flight but in a smaller plane. bye2x first class.

I can’t help but wonder if American Airlines is in serious financial trouble. I’m a Million Miler with AA and I have never seen such egregious customer service and chaos as we encountered this morning. After seeing the Step 2 line for checking a bag we got in the Priority line to drop it there. After waiting 45 minutes for that single agent she said she couldn’t help us and that we needed to stand in the Step 2 baggage drop for another 45 minutes. Others around us shared the same fate. While 2 people in the Step 2 line helped us - one who could scarcely lift a bag and was constantly gone leading people with golf clubs to another conveyor or changing paper in the baggage machines. Meanwhile another AA employee sat in a chair across from the baggage check playing on his phone. Fortunately we did not miss our flight to DCA because the first aircraft had mechanical issues and the next one had to be cleaned. I hate leaving poor reviews but I am sitting at the airport now after seeing my wife in tears from the stress of this start to a vacation.

4 agents are helping a line of probably well over 500 people. The people in the front have waited for well over 4 hours. We have a group of 42 people whose flight was delayed over 3.5 hours due to a “medical emergency.” The plane arrived about an hour late but they continued to delay the flight. They boarded us on the plane finally and then had the plane plug away from the dock and sit in the runway for 3 hours before finally canceling our flight due to “weather” and the fact that their flight staff all was supposed to get off the clock. Our luggage was released onto the luggage claim but we have to go out of the secured area to get it and can’t get back in unless we book another flight for tonight. We are getting absolutely no where and meanwhile we have missed a full day of already paid for actives in Frankfurt. If I could leave no stars, I would.

Oh my, where can I start? My aunt was on wheel chair and vision impaired assistance while transferring to PVG at Dallas airport. She didn’t speak English, hence she was happy to see AA assigned two gate desk agents who speak Mandarin Chinese. To her surprise, that was the nightmare of her hope, she asked the agent kindly to see if there are any seats open closer to the plane door, so she won’t have to walk too much in the airplane and bump into things due to her seat was assigned at the very back of the airplane. I was on the speaker phone, hoping to help her to explain the situation. The Chinese agent was very rude to my aunt, she said no, tell my aunt to get away. I asked to speak with the agent, the agent said she won’t speak to non-passengers, not even a translator. I was shocked. As a passenger, we are totally fine with limited availability of seat, “no” can be told with professionalism and compassion, not with disrespect and irritated attitudes. It is very sad and unprofessional for her to treat a customer this way, especially a disabled elder customer. She refused to give her name, badge ID or call her manager to speak to my aunt. I have called several times to AA customer service center, but they only offer complaint via website. I filed the complaint and got a very general reply, no real phone number to speak to a live person. I gave AA my phone number, no one called me back either. On top of rudeness of the desk agent, the flight was delayed for almost 48 hour. AA, you can do better.

Please read: I thoroughly hate this company and refuse to fly with them. I have lost over 2500 dollars to their GARBAGE business model. Why the heck would I want flight credit over real money that I already gave them. These people are crooks and losers and any other airline would be a better pick. All I want to do is transfer my flights and the company is like, no we can’t do that, or give you a refund, or give you travel credit even though your trip is 6 months out. SO HERE’S my personal thank you to American Airlines for ruining the travel pricing that I had budgeted for my honeymoon. If you work for American Airlines and you’re reading this, I hope you have a terrible day. At all costs, go with any other airline, not this garbage company that no one likes (clearly including their employees).