Leave a Review American Airlines
$450 Glitch
Today, I needed to change a flight reservation to another time. I logged on the mobile app to make the change, but the app stated that the changes were unavailable. I tried this twice with the same result. Then, I called American Airlines to get the problem fixed, but they were slow and unhelpful. I had the same issue with their website when I tried to book online. I finally called the call center and was able to get help. Throughout this entire experience, American Airlines continued to charge my card for every attempt. By the time I was able to get a flight change, the price of the change had risen by $100. American refused to revert the price to the original, even though a glitch in their system made me unable to make the change. Additionally, I am having trouble reaching the finance department in order to get a refund for all the flight changes which I did not receive. American has wasted nearly a full day of my time and cost me an extra $450 in flight changes on top of my $380 ticket. Please do not use their app or website and just book through another airline.Show less❤️G+
Never again, shame on American
I will never fly American again. 1 star is too many. The plane needed repaired and they told us it would be 15 min. It took 3 1/2 hours . The temperature out side was 90 and we had NO air conditioning in the plane . We had to wear our masks. We were offered no water ! My daughter had 3 children under 4 years old . Her one year old was ripping her clothe of because of the heat with sweat pouring off her. NO ONE asked if we needed help! Not even offer water . One woman did bring a tiny cup to my daughter. No flight attendant ask. My daughter had to ask if they had any type of snack for her daughter to help calm her down because she was crying hysterically. There was even a Christian group on there and not one of them ask if there was anything they could do until we were getting off the plane . It wasn’t until after 3/4 of the plane was unloaded did some one say let the mother and and her babies go and then ask to carry a bag . Also right before boarding the plane they never aloud people with small kids to board first and as we were boarding people were cutting in front of us. Shame on you American Airlines ,Shame on you.Show lessnicholeenPragle
Very helpful!!
I downloaded this app for my most recent trip to California and I’m so glad I did (I don’t know how I would have survived without it)! The app was great at getting me checked in/boarded, keeping me updated on my flight status and luggage status*, as well as keeping me informed on gate changes (which gave me so much peace of mind for someone who has never flown solo before and hasn’t had much experience with airports)
*The one suggestion I do have for the app would be to only send notifications about baggage claim to those people who actually need to pick up their bags. Going to California this didn’t happen to me but coming back, I had a moment of sheer terror because I got a notification saying that I needed to pick up my bag for my connecting flight which would have made me late for the next one. After asking the person at the gate if this was true they looked at my baggage claim tag and told me that my luggage would be transferred and that sometimes everybody on a particular flight get that notification even if it doesn’t apply to them. Eventually, the app updated my bag status to being loaded on the plane as I was boarding but I definitely panicked for a good 10-15 minutes. Other than that one thing, I had nothing but a positive experience using the appShow lessmarley_mae
Terrible App from a Horrible Airline
The only thing worse than this app, is the flying experience as a customer on American Airlines. I am Executive Platinum on American and the only reason I have that status is that I am forced to fly on American, there are just no other options many times. When flying on American, you get a sense of complete and total apathy from check in through the completion of your flight. One reason for this is the criminally negligent management of the airline. It is managed by attorneys and accountants. AA management knows it can run a sub par operation because many times you don’t have a choice when you need to fly. They have a monopoly over many markets. In addition to this, they can shave off all the profits, enrich the upper management, and if they get into financial trouble the government is more than willing to bail them out with billions of YOUR tax dollars. Why should they care? There is zero incentive to operate in a manner which provides a top notch passenger experience. This goes for all of the airlines. This is now the pathetic status of our American transportation system. Take one ride on Emirates or Etihad and going back on an AA flight is like hitching a ride with a smelly hippy in the back of his 1976 Gremlin.Show lessL1011fivehundred
Complete Lack of Support
As AAdvantage member, I attempted to use this app. On opening the app for the first time I was unable to log in using my credentials. I verified that I was using the proper member id and password multiple times, but was repeatedly told the information was incorrect. To add insult to injury, there is literally no way to get help on this issue via the app or online at the American Airlines web site. Trying to follow the Kafkaesque circle of links to email customer service (which, good news, we can help you through a faq! A faq that has nothing to with anything other than answering questions like when should I arrive at the airport!), to phone numbers that try to get you to wait until three days before your flight out of respect for those who are in a hurry, to the circular reference vortex of go to the website, which tells you to call customer service, which tells you to download and use the app, which sends you back to the website. Fun. No app is worth this level of malign witlessness. The people responsible for this atrocity should be ashamed, but given the absolute depravity of this worthless, steaming pile, it has to be deliberate. So gold star for you.Show lessPhileas Fogg's 'stache
Worst flight experience ever
Never flying AA again. I kept hearing all these horror stories and figured it wouldn’t happen to us. What started off nice ended up ruining our day. We flew from Phoenix to Orlando with a connecting flight from Charlotte. The night before I checked in with the app, cool! But then we get to Charlotte and it never gave me the option to check in so I figured I didn’t need to. The app was showing us the seats I specifically picked out when I bought the tickets. Yet when we arrive to board they say we don’t have assigned seats (even though the app and our paper tickets had seats). Traveling with an 8year girl and autistic son, being split was not an option. After much frustration, the agent finally gave us two and two seats. Not how we wanted but fine, we at least got the flight to Orlando. Of course, being Orlando, we arrive and it’s raining! With lightning! Our bags would not come due to the storm. Okay, we get it. But after two hours waiting AND all other airlines delivering their people their luggage, everyone starts to get mad. WTH?!? Ruined the rest of our plans for the day. And then we’re looking out the windows and no rain? Wish I could share the pictures I took of no rain and clouds clearing. Never again American.Show lesssamuel sicairos
Inflight entertainment is terrible
The aadvantage portion of the app works fine. However, the inflight entertainment is terrible. Last week I was on a flight and used the app to launch the inflight movies. While this is a little hit and miss (whether it works or not), this time it worked. On my return flight, it decided that I needed to upgrade and it would not let me launch the app without upgrading. Keep in mind that I am on the plane when it notifies me of this. You would think that it would let you upgrade while on the aa inflight wireless but no such luck. So I tether to my phone while we are taxiing to attempt to upgrade to the latest version. I successfully upgrade and launch the inflight movie selection only to be given an error 404 on my browser. I tried several things including powering down my iPad to get it to work but it never did. This is just one example of many where the inflight entertainment system did not work. I am in support of using personal devices for inflight movies but only if the system works consistently. Please fix this terrible and bug prone system.Show lessShrine17
App is terrible.
I have used this app for years and it has been a reasonably good travel tool. However, recent updates have made it aggravating at the best of times and infuriating at the worst. Why, for instance, can I not quickly and easily find my account activity? Why am I constantly asked to login with my password when every time I do I check the box that says “Keep Me Logged In”? Why am I constantly being forced to update the app, seemingly every time I want to use it? And when I do, it is NEVER better! And I am forced once again to login with my password! Navigation is far from intuitive and user friendly. Simple tasks like adding my frequent flyer account number to a reservation was so difficult that in the end I gave up. It was less aggravating to write off the mileage/segments etc., than it was to try and add the number to the reservation. Perhaps, American, you should have your app developers take a look at United’s app to see how it should work. This simply strikes as a “don’t give a ####” app from a “don’t give a ####” airline.Show lessBrandspro1
HORRIBLE CUSTOMER RELATIONS!!
American Airlines has lost my business.
I have been an AAdvantage member and have flown with American the past 8 years. I recently took a trip to Costa Rica in May. My flight was from Dallas to San Jose. When approaching San Jose the visibility worsened due to fog. The pilot did not land the plane and ended up landing at another airport in Liberia, a 4 hrs behind schedule. I am not against his decision for safety reasons, but multiple planes landed in San Jose after our arrival time. Upon arriving in Liberia, we were told we would be placed in hotel rooms and flown to San Jose in the morning. Once we got off the plane we were told the hotel did not have enough availability for everyone, and passengers other than families would have to be shuttled 4 hrs to San Jose. I agreed to this at customs. After getting through customs, we then find out that the shuttle only fits 20 people. I then booked a taxi with 3 other passengers I met on the plane. I contacted customer relations after returning home to be compensated for the money spent on taxi and time lost. I was told they do not compensate for weather issues, and since I chose to take a taxi they would not reimburse me.Show lessLukeG2407
Horrible experience with VeriFLY
Flight 805 from Cancun to phl... April 5 238pm
VeriFLY downloaded before the trip. Our trip went as planned and we had a wonderful time. We were not able to check into our flight or make any changes using the app the night before. Our transportation got us to the airport as scheduled around 12:15. This would leave plenty of time to get settled and arrive to our gate. When we arrived at the airport we still could not check in at the kiosk there were 2 lines one for VeriFLY and one If you did not. I explained that I had VeriFLY but it was loading and my husband also had it and I was his companion. We were sent into the main assistance line and we did not reach the counter until 1:45 boarding started at 1:53. The rest of our party was at the gate and relaxed. We were so tired that we even asked if there was a voucher or option to stay and change our flight to the next day. After all of that standing in line They didn’t even ask for the paper of the negative covid test. We were extremely frustrated and disappointed in this process. Other airlines had the option to quickly scan the covid results and keep things moving. We arrived at our gate just before boarding was closing and thankfully friends were able to grab us something to eat. Our luggage did arrive however the wheel was broken off of my suitcase. This was truly a horrible experience.Show lesseubanks6703
