American Airlines

Trevor B

1.0

No credit or refund for basic economy. This should flat out be illegal. I will never fly AA for the rest of my life because of this. I’d rather take multiple stops than ever deal with AA again. I can’t WAIT until they get taken to court for their sketchy practices. Btw don’t ever cancel an AA flight without putting in your member # you can’t get a credit or refund.

Margaret Whelan

1.0

We were due to fly from Dublin to Charlotte with an onward connecting flight but before leaving for the airport we got an email to say flight was delayed for 3 hours, then a further email saying flight was cancelled. No explanation or apology - just a list of other flights to choose from and 'we won't charge you for changing'. I know airline travel has 'gone to the dogs' but this has to be the worst case of customer care imaginable. Then the further inconvenience of contacting hotels, car hire etc to change travel plans. Exasperating.

Kirsten

1.0

Very rude ground staff at JFK Terminal 8 flight to Heathrow 6.10pm Friday 19 April 2025. They took my handluggage off me to put in the hold. When I politely asked why, the black male, aged 30s, told me he "didn't have to give me an explanation" and I should "stop acting like I'm special". We all sat in the plane on the tarmac for an hour before takeoff. There was no announcement by the pilot or an explanation. I got a BA flight immediately afterwards and the difference was like night and day. Polite, friendly and informative staff. Do better!

Lorcan Ryan

5.0

Contrary to my experiences on most airlines, American Airlines' Irish staff saved the day for me today. I fell asleep on my flight from Dallas back to Dublin and forgot that my laptop was in the pouch on front of my seat. An hour after I left the airport, I discovered that I was missing my laptop and panic ensued. Cue a mad dash back to the airport, while calling AA customer service. Ulrich in customer service did everything he could to provide useful advice, he made contact with the gate team, and he was pleasant and courteous throughout. Oh and I got through in 1 minute. Then when I arrived to the airport, the experience was as good, if not better. I dashed to the AA check-in desk in a frenzy and explained my predicament. Without any stiff protocol, the team immediately set about contacting ground staff and getting the laptop off the plane, before it departed for America. Thank you so much to Colette, Amy and Sean and everyone else who helped in any small way. You have literally made my weekend and ensured I'll look back fondly on a great trip the States this week. Fly AA from Dublin, they hire good people!