American Airlines App Reviews

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App was no help!!. This is ridiculous; I went online & used my miles to purchase two seats together now the day before I travel as I am checking in I see that they changed my seats to two of the free center seats not together even though they deducted my miles as payment. So I call the 800# while on hold I use the chat. After over 40 minutes on chat and being switched from reservations to AAdvantage & being told I have to call the 800# I get through to 800 reservations. They are telling me they can’t do anything because I’ve already been assigned those seat & im telling them that those are free seats & I paid with my miles for seats together. She’s now telling me that she has to transfer me back to AAdvantage as this deals with miles. I’m telling her that I already chatted with them & they say they don’t deal with seating. But MY MILES WERE DEDUCTED & I DID RECEIVE A RECEIPT FOR THE DEDUCTION. YET THEY ASSIGNED TWO FREE CENTER SEATS. Rrservations says they see the mileage purchase but they don’t deal with mileage purchases & AAdvantage say they see the purchase but they don’t deal with seating assignments. Mind you it takes anywhere from 40min to an hour to get through to each of these departments. Apparently the only department that works is the mileage deduction department 😡 I have so much to do to get ready for my trip & im dealing with nonsense!!

Forgot about Early boarding for disabled. We were at our gate in Phoenix on February 27, 2023. I let them know AT THE GATE ahead of boarding that I have a disability and need a little more time to board. I was traveling first class and in the priority 1 boarding but couldn’t stand in the long line to wait so I sat close by. When it came time to board they never said anything so I could start getting on the airplane a few minutes ahead of everyone to allow my body enough time to get there. Then everyone thought I was just cutting in line because American Airlines totally ignored my request when I was told it was not a problem and they would call me to board first. Same person checking my ticket to board the flight ? I was so uncomfortable the rest of the flight and felt so misunderstood by my fellow passengers!!! PLEASE DON’T TELL A DISABLED PASSENGER YOU UNDERSTAND AND WILL TAKE CARE TO GET YOU ON YOUR FLIGHT COMFORTABLY! IT WAS A LIE!!! I felt VERY VERY UPSET! Not all disabled folks are visually disabled! This was unfortunately a HUGE MISTAKE AND LEFT ME FEELING IGNORED AND INSIGNIFICANT! I hope this doesn’t happen to another passenger with disabilities, very disrespectful!

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.

Do better. Even though I’m logged in to my account on the app, it still makes me enter ALL of my personal information, Loyalty number, and my Known Traveler Number, and email address?? By the time I got all of that info, the app resets and I have to do everything over again? Also came to find out that my last couple flights didn’t accrue points because I must not have entered my Loyalty number even though I used the app and my same email address? I’ll just mention a few other issues I’ve had. Forget about EVER being reimbursed for transportation to a hotel if they make you miss your flight. It was IMPOSSIBLE to find a link on the website of anyone in support to help me get reimbursed for $100 of Uber charges because they booked me a dumpy hotel 30 minutes away from the airport. Eventually I just gave up trying. Maybe that’s their goal? Also another time, I was told by a representative that I had a travel credit of about $50 I think. Later when I went to book a flight, they told I had no travel credit. Aside from that I guess my experience has been fine with the airline, but this accumulation of bad experiences has really taken a toll on my perception of the company.

The app is great. I read through the reviews and took issue with most of them. People qualify themselves as frequent fliers and then mention that this app is dysfunctional...as an Executive Platinum member (i.e.- I fly), I find this app highly capable. I find it useful in every way that I need it to be. I’m able to book revenue and award tickets, I’m able to select my seats, and when my upgrade processes I’m able to recheck my seat in the new cabin. I’m able to check-in and I find the app to be very useful in receiving flight updates. My company uses concur, and the moment my flight is reserved in concur it shows up in the app. I’m able to understand if my flight may be impacted based on the app-provided “inbound” flight, and I’m able to live-track my baggage in the event that I check bags. I’m not sure what people expect from an app, but in reading the reviews it seems that people are hoping that the app somehow will solve all of their travel nightmares, but I’m afraid those are classic weather, mechanical, and customer service issues.

HORRIBLE. DO NOT FLY WITH THESE PEOPLE!!! We flew round trip from Tennessee to Texas, having a layover in Charlotte. We were headed to my step mother’s funeral. EVERY SINGLE FLIGHT WAS OVER AN HOUR LATE. We arrived at Charlotte on the way to Texas. What should’ve been a 2.5 hr layover ended up being 3.5 hr layover. We arrived to Texas late and had to stay two hours after we landed to hunt our luggage that was left in Charlotte. It took forever for us to get a placement on our luggage and when we would receive it. A lady in customer service over the phone assisted us quickly but everyone before her played the blame game and said there was little to be done. By the time we tracked the LATE plane carrying our luggage, WE MISSED THE FUNERAL. On the way back to Tennessee, our plane was 2 hr late which made us miss our final plane that was scheduled to land at 3:55pm. We now are waiting to board a flight that’s scheduled to board at 10:25pm. Each flight should’ve been no more than 4/5 hr total but ended up being an all day travel. I WILL NEVER FLY WITH THEM EVER AGAIN!!!! I heard this has happened several times prior; but against my better judgement, I wanted to give them a try. BIGGEST MISTAKE EVER!!!! Not to mention, they double charged us for a flight that we’ve not received credit back for; and the people working boarding desk are extremely rude. The only reason I’m giving them a 1 star is because it ring allow me to rate them at a zero.

Couldn’t hear the gate announcements. Hate announcements were extremely quiet for my flight leaving Charlotte. I was sitting right at the gate, watching the gate and somehow missed all boarding groups. When I finally realized I tan to the front and was let us but a number of people including myself had the same issue. When we mentioned this to the ticket scanner lady, she met us with defensiveness telling us we should have sat closer. We could hear other gates many time louder than this specific gate and explained that and where we were sitting. Despite this the gate agency was dismissive and defensive, then told me I had too many bags and had to consolidate. I found that to be making the situation personal because I was just let in a flight with the same number of bags. A roll carry on, back pack and purse. I have selfies of my pre and post board. This situation is totally ridiculous. As a consumer I paid a ton of money, planned ahead, was on time and did everything right get I was met with disrespect and defensiveness by your employee when I surfaced a technical issue affecting more than just me. Very disappointing experience.

saved me so much time. I had a flight from Philadelphia to Orange County with a layover in Dallas. Due to weather in Dallas, I experienced several delays and cancellations, so my 7 hour travel day turned into a 22 hour travel day. Every time there was a complication, this app notified me and easily gave me an option to change my flight. I didn’t have to go through the hassle of going online and booking it from the website; everything was right on the app. I learned about flight cancellations, gate changes, and general updates on the app wayyyy before the airport gate boarders updated us in person. When I landed in Dallas for the first time, I was immediately notified of missing my layover flight and was able to change to another flight before I even finished exiting the plane I was currently on. If I didn’t have this app, I probably would’ve lost my mind/missed even more flights. Definitely a necessity if you’re flying American in case of events like this.

American - The airline of last resort. Woman at gate told us we had to check our carry on bags because it was a full flight and they were out of overhead space. I objected mildly because my carry on had things in it that I need/that can’t be lost or delayed. Was told they very rarely have issues with bags and that if I didn’t like I and my bag could not board. Awesome start to the AA experience! I surrender my bag and board the plane to see that two-thirds of the overhead bins are empty. I say something to one of the flight attendants about having to check my bag because of lack of bin space and get the same story about it being a full flight. Why do I have to check my bag so that someone boarding after me has room in the overhead bin? As the FA’s prepared the cabin for departure they shut the doors on all of the still empty overhead bins. At least, according to the AA app, both of my bags made it on the plane. Unfortunately, when we arrived at the baggage claim in Miami we found out that was a lie too. My checked bag and my wife’s checked bag were still in Cincinnati. Every time I give you a chance to earn my business you give me reasons to consider you the airline of last resort.

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.

Just a terrible app. If you create an app that takes reservations, allow the user to go to another window on their iPhone to look and collect other information while not omitting the whole reservation that one has already inputted. I switched over to another window to look up my girlfriends tsa number, went back to the AA app, and boom. All my inputted info for my reservation was gone. Back to step one. So I go back to my credit section(because I have a flight credit), and the site allows me to book from my trip credit page. It even says trip credit at the top of the app as I’m booking my flight(for the second time). I fill everything out again, get to the payment section, and I swear to god it asks me how I will pay for it and if I will use a credit or not. Funny. I thought it would automatically add my credit since I started the whole reservation from the trip credit section. But no. It suddenly asks if I’m paying with flight credit, trip credit, or credit card. So I go back out to find out if it’s a flight or trip credit and to find the credit number. But guess what? As soon as I do that it cancels everything I’ve inputted again. How dare you allow your stupid app to treat your customers this way. You force us all to use these stupid apps because you can’t afford real life ticket agents, and then the apps are designed by complete morons so you drive all your customers insane. Thanks for making this all so easy.

Issue on flight 594. On 7/2/22 my family and I were seated and ready to leave on flight 594 from Guanacaste Costa Rica “Liberia International Airport” when the pilot announced that the flight was having a fuel pump problem and that (31) passengers and corresponding luggage would have to get off the plane in order for the flight to be lighter. American Airlines was amazing in handling the situation, a total of (36) passengers were accommodated at Planet Hollywood Resort. The airline not only provided accommodations and food for all of us at a great resort, they also provided transportation to the resort and back to the airport. The Airline not only accommodated us on the next day’s flight 1238, they also provided me and my family with future vouchers to use towards future airline reservations. I have to say we were very impressed and appreciative with the way American Airlines took care of all of us. Thank you so much for everything! You have definitely earned all of our future flight traveling.

Terrible app. Terrible app, this isn’t very functional compared to the United app. I dropped United last year and I am a frequent flyer and now Platnium pro. The WiFi functionality in the air to stream just doesn’t work well in the app. How you have to switch back and forth multiple times going from ur WiFi settings to the app in order to play a video. U should simply be on the WiFi and then be able to select entertainment and be able to select the video all in the app. The upgrade list isn’t well done and isn’t able to be seen in real time except right before boarding. Interactive maps are terrible. Push notifications for boarding, or modifying push notifications to 15 min before boarding so you can leave the Admirals club and make it to your gate on time. Also it is a pain when ur boarding pass expires when in the air, a big problem when ur flight is delayed. I get better notifications from Kayak about my American Airlines delays and baggage claim then I get out of the American app. It is truly a disappointing app.

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.

Terrible Customer Service. Arrived at the Idaho Falls airport 45 mins prior to departure and no one was at the baggage counter. There were a few of us standing there. Eventually I stepped over to the Alaska counter where I was told that they stop taking bags 45 mins before takeoff. We all went through security and had to throw out all our shampoo, conditioner, face wash, lotion, suntan oil, etc since we couldn’t check our baggage in which I had paid for already. Now I’m out $100+. When get got to the gate the lady there was also rude even though I was being pleasant after losing a ton of money in products. Then upon arriving in Dallas, I inquired on being transferred to an earlier flight to Nashville. The rude lady and man behind the counter stated that I could not since I had checked a bag in Idaho. My bag was sitting with a tag in TX for 8 hours but couldn’t be transferred to another plane. And I even stated that I would drive back to the airport at 9pm to pick up my bag. All attendants on the planes were also very snippy and rude. I even smiled and said have a wonderful day/night but only received grumpy attitudes. Truly disappointed in American Airlines.

Rude staff, need to update planes. I was sitting in an exit row in the seat was empty, our son booked his flight separately and was about ten rows behind us, I asked if he could move to the empty seat in between us and they said no because he did not pay for the upgraded exit row seat. I offered to pay for it and she said I would have to do that at the gate counter. She was very rude about it. So the seat was empty the entire flight and our son could not sit with us because that is their policy. I know Delta would have let him sit with us because i’ve seen it happen and have done it before. My second reason for the one star review is that they need a serious upgrade to their planes… They are old, sound very rickety, and the seats have no padding left. no screens to watch movie time and no free Wi-Fi, both of which Delta has. This will be my last flight with American Airlines, it’s back to Delta for me.

App works as advertised. I’m a frequent traveler and heavily rely on this app. It has never let me down. Ignore all the reviews from people reviewing the airline and not the actual app. It boggles my mind that recreational and infrequent travelers can have one mild inconvenience where the result is that they put the airline on blast and vow to never fly with them again. If that’s the case then don’t bother flying altogether with any airline. As of yet, no airline has the ability to control the weather… and statistically speaking, all major airlines have maintenance delays from time to time. I’d much rather have a delay for safety than to continue on an unsafe flight… But I digress. The app works great, but I have to two areas that I would recommend for improvement: 1. I wish the chat feature would operate more like a messaging format. Right now you have to stay in the chat to receive notifications on the chat. If you leave to use a different app, you’re not likely to get notified if the agent responded. Not only that, the chat has to reload every time you reopen the app - even if you just simply switched over to your mail app and right back… this is a minor annoyance. 2. I wish there was a way that the apple wallet automatically update the boarding pass if there are any changes after checking in. Currently you have to remove the pass from the Apple wallet and then re-retrieve it off the AA app. My only

Misleading seat reservation. Upon booking my flights I selected seats and gave a credit card to ensure that I secured aisle seats with extra leg room and priority boarding. 11 weeks prior to travel I had bilateral knee surgeries and wanted to ensure comfort and safety. On my return flight, despite all prior boarding passes and itinerary documents including confirmations, I was summoned to the gate desk less than one hour to departure, and handed a boarding pass. This despite that I had already checked in 24 hours prior and had an electronic pass with my selected seat identified. The agent said I had been cleared... apparently I was in a standby list. The seat in th pass was not the seat I had selected and paid for. I expressed my confusion and dismay but the agent simply told me that no other seats were available, that they always sold seats that were apparently unavailable and that I had been in an over sold list. I have reviewed all prior emails and passes and no where can I see that my seat on the plane was not secure. This situation seems to border on criminal. It certainly will make me think twice about AA bookings in the future.

Most things good but service reduction on flights truly a sad way to skimp on service to save money.. The app is almost always very efficient.... but recently, my seat assignment that I chose in a premium economy as a Platinum Pro an aisle seat 9c when I made the reservation... but I went to check later that week I saw that my seat assignment was changed to a window seat which is not what I chose. Also... when I am in Premium Economy seats or pay for First... it is pathetic that you are not serving beverage service .... and can’t serve a snack or light meal as was our rationale for buying First in the past ... the service and the way we are treated in first.... so obvious that the management is using Covid as an excuse not to give the exceptional service that American has been known for.... other carriers are treating their loyal customers much better... makes you think about your Loyalty to American going forward. Just wanted to let you know how so many of your customers are venting and expressing their disgust with the level of service commensurate with Southwest or Spirit.

Lowest level of customer service among US based carriers. I had a flight this morning from JFK to FLL; upon arrival at JFK at 6am for a 6.45 flight the security line was very long; I approached an AA customer rep on the floor and showed him my boarding pass and asked him if he could move me ahead as the line was going very slow and there was no way I would be able to make the flight given the length of the line; he told me that I would have to wait in line along with everyone else and that he would not move me ahead. After 10 more minutes of waiting it became painfully obvious that I would not be able to make the flight if I was not moved ahead; I asked the same rep again and his answer was the same: you have to wait. Given the length of the line, would it not have made sense to allow customers with impending departures to move ahead? I typically avoid flying AA because if its poor customer service and its “devil may care” attitude of its flight personnel; the situation today further solidifies my position on the matter: AA will alway be my last choice in airline, in fact in the future I will pay a higher fare if it allows me to avoid having any contact with AA.

Amazing how bad this app still is. I use the app every week as i travel that much. Its amazing to me that after being at this for so many years, AA STILL doesn't understand what travelers need. there are many annoying things that i wish they would solve already. 1). I live in PR, the area to store my CC information does not accept PR as a state or territory for my address. PR has been part of the US for 100 years. I’ve reported it several times but they either ignore it or cant figure it out 2- the app used to have multi-city functionality, it was taken away, so, we are going backwards? 3- i often get an “error 504” when paying for tickets, its annoying as it forces one to have to start again 4- if one is traveling outside the US, it defaults to the local language, the Language chOice option is not permanent, it should allow language preference regardless if where you are. 5- luggage tags should be added to the electronic boarding pass. 6- there should be a “order of presence for CCs, meaning which ones to use first, second, etc. The list of suggestions can go on and go, but first, fix the problems.

No allowance for nor providing 1st class and split up husband and wife. My husband purchased 2 first class tickets round trip. Through several changes for the trip back, the computer split us up and we had to check in at the gate returning gate. To make matters worse, we had to pay an additional $71 to make the flight. Then half way home the flight was canceled. When given the options, it was for only one of us. As a result we got one 1st class and one main with a 2 day delay. No offer to reimburse use Last Jan I had a one way first class ticket from Denver to Bradley one stop. American gave me 2 stops with the longest in main and NO reimbursement for not providing me with 1st class. I am a life member of the Advantage and have flown American almost exclusively for 40 years. This is the worst I’ve ever been treated by American Airlines. What’s worse is that I pay a premium to sit in 1st class only to be denied because others have been upgraded.

Outdated, glitchy, frustrating app.. Not sure why so many people are posting reviews/complaints about the airline or specific flights lol. Nobody will see it, and nothing will be done to address your issue here. Review the app, for goodness sake and take your complaints to customer service! Anyway. More often than not, this app is glitchy. I often get an error message when purchasing flights, but then will see my credit card was charged. For a week now I’ve been attempting to purchase a multi-city flight that’s listed at $937. However each time I get to the payment screen I receive an error message saying these flights are no longer available, despite wide open availability. While chatting with customer service through the app, they gave me a price of over $3k! I’m STILL unable to purchase this itinerary at the price listed on the website/app. Forget about using a trip credit or flight credit on the app. I’ve had to call or chat in order to get those applied. Last time the hold time was over 9 HOURS. (Tip: go to payment screen and select the option to put your tickets on hold while waiting for an agent in order to lock in your price and hold your seats). It’s also a tossup as to whether I’ll be able to get a mobile boarding pass through the app. Sometimes it works, sometimes it doesn’t. It would be nice to be able to link separate itineraries without having to call, and I’d love to see the option to pool miles within the family.

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.

Damage my Korg pa 1000 keyboard. Well, I took this keyboard in the soft case almost 50 states as a carry on it was very tuff to carry , it was very difficult, dealing with all these airlines fighting all the time telling me I need to check this as baggage! So so got hard case skb approved from TSA , but first time checked baggage inn on the American Airlines, from New York to settle wa, state when got there checked my keyboard, it was damaged, called airline , they told me I should have shown at the airport, I was so tired, Did not see the airline office , so baggage claim agent on the phone filled claim and told me take it to the closest airport, well I drove back to the Las Vegas it’s was like 18hours drive so after got there went to the airport next morning took Uber , paid $100, for the both side, to show my damaged keyboard, Airline office at the Airport, manger lady she was very very rude and did not even look at my keyboard, I was very disappointed, went back to my hotel , called this customer service baggage claim lady she , totally changed, she did not wanted help either, So doesn’t matter what you do , how honest you are these people just don’t like honesty, and they think they know there job ?? When you can google it say airline are responsible for music instruments damaged!! Very very very disappointed!!!! Would Not like to travel on all these crazy airlines,

Becoming less useful esp on the Watch. I usually give an app 3 stars if it at least does the minimum across all platforms. This app does not execute it’s features at an acceptable level. Forgetting about the missing features (well documented in other reviews), the watch app is horrendous. It no longer has complications for Apple Watch (not Series 5 paired to to XS Max, anyway). The complication functioning correctly is incredibly important on travel days to keep current with changing gates and departure times. For as a long as I’ve been using the app (across multiple phones and watches now), the watch would usually display incorrect times after connecting in a different time zone. For example, when I go from Florida to someplace else and connect in DFW, the change in time zone wreaked havoc on the app. I would frequently be onboard my 2nd segment and the watch was telling me how long until my 1st segment had to land. That is just nuts... but that is if it would give me flight info at all. Approximately 25% of the time, nothing would update and / or I couldn’t even get my flight to come across from the phone to the watch. Seriously, AA?!

Other airline apps are faster, more reliable, and less confusing. This app is fine and objectively works decently well, but other airline apps such as those from United and Delta run noticeably smoother and are less confusing to navigate. I find it incredibly frustrating that the American app conceals/makes inaccessible information about contacting the airline in case of a delay or emergency. Recently, I had a flight delayed due to having no pilot (aka American’s fault, in their control) and missed my connecting flight. The app did not update my flight status reliably or detect this issue and unlike United, did not give me information on what to do next or a way to reach out to support. I dug through American’s website, through contact forms that did not list my issue, and finally found a general support number, only to be told the wait time was 2 hours. I decided to find the customer support desk at the airport instead, which the app and website also made difficult to find. TLDR this app is fine but barebones and way behind competitor’s apps in terms of functionality and reliability.

0/10. I don’t even know where to start , I can’t believe I trusted American Airlines with my life & time . Let’s just start by saying the customer service is a 0 I didn’t see one employee smiling in the airport or on the plane or even close to trying to help you , I have a carry one & I always travel with it & they made me check it. It was my daughters birthday & when I say this was the worst experience it was so bad I have to leave this review so others would not go thru what we went thru. The whole flight was so uncomfortable the seats were so hard I couldn’t sleep I had to put my neck pillow under me for some comfort, NO TV’s; horrible snacks & the Wi-Fi TUH forget about it. The landing was so bad me & my family hopped out of our seats there & BACK! we get back from our trip both my handles are broke I had this suitcase for 5 years traveling & never once did it break. Then when we get home come to find out my daughters suitcase is STILL in Jamaica, again HORRIBLE CUSTOMER SERVICE they told us 48 hours we have to wait for her luggage ! I never been so mad in my entire life! I really hope this review goes beyond this because we really had a bad time flying & I was honestly scared. I can say more but I think I got my point across.

Made whole trip convenient!. This app really made my travel experience easy not just in terms of getting flight and boarding info, but also navigating unfamiliar airports quickly. I didn’t need to enter any info to have my reservation front and center, and it filtered out legs of my trip that I completed (though they’re still accessible) The app has a map of each airports on the reservation, with their terminals/gates, and marks where the gate is in the map. You can also get directions if you want to. I had very short layovers and needed to get quickly to my next gate, and this app made figuring out where and how I needed to get there effortless. In addition it shows nearby airport restaurants and other things by name on the map. Also, when browsing restaurants, it pre-filters them based on where you’re at. It even has their menus, which I appreciated b/c I eat GF and wanted to know ahead of time if it would be a waste of time to eat somewhere. The map loaded fast too, and didn’t chug when I scrolled/zoomed. The confirmation reminders helped me not forget to do it, and the boarding passes added to passbook in the proper order (small detail but other apps have messed this up or don’t add all boarding passes for a multi-leg trip). Bottom line - I always felt the most relevant info to me at the time was present, was easy to find, and never slowed me down. Best airline app experience I’ve had. Don’t change anything!

Reliable information, very professional. No stress!. Unlike some others, I do find this app intuitive. Love being able to see inbound flight info, and updates for flight information is very timely. I feel like I have an inside track because in many cases, I have learned about gate changes and other info before formal announcements. Seat change requests are accurate, and I’ve never been let down. When traveling, we rely on having accurate information and having control, and this app helps me keep the stress level down because I never have to guess. Yes, sometimes the in-flight entertainment is glitchy, but I’m on a plane sharing a small network with many users so I’ve stuck to using data, only for work, and viewing downloaded movies or listening to downloaded music. There are too many other entertainment options out there these days for me to hold this against the app when that is not it’s main purpose.

Very disappointed. First, I was denied boarding my original flight because they closed the bag check in 42 min prior to departure and I showed up 40 min prior. I think they don’t have enough agents to staff both the counter and the gate. So they booked me on 5:18 pm flight going to Harrisburg PA versus Scranton. Then my 5:18 flight was canceled due to “mechanical.” They booked me on a United flight leaving GB at 5:30 but they have already sold my Harrisburg flight to someone else presuming that I will just get rebooked the next day. They finally got me on a Philadelphia flight out of CHI at 8:52. They provided me a hotel voucher to stay in PHI at a Radisson. Once I got to Philadelphia, my checked luggage did not show up and the baggage person told me that United didn’t check it all the way and that my luggage is now lost. They helped me with a claim form. He told me that the bag will show up tomorrow. Also the Radisson is disgusting. There are hairs all over my toilet and shower floor. There bugs in the lobby. The parking is not free (10 dollars/ night). It is the worst hotel I have stayed in years by far. I am very disappointed with American Airlines. I may cancel my credit card with you and probably would fly you guys again. Just awful!

Lost Bag and Bad Attitude. We travelled to Las Vegas for a quick Christmas getaway. We arrived in Charlotte, NC early, checked two bags for a direct flight to Las Vegas. One bag went to Las Vegas and the other bag to LAX. We waited over an hour to report the lost bag on Thursday night. The bag was returned and deliver to Las Vegas on Friday morning. The airline never called to inform us. We tracked the bag via the aa app; called the airline on Friday night. They informed me that there were many dissatisfied customers in line and more than 300 bags waiting to be claimed. I inquired about when the bag would be delivered, they said they wouldn’t but I could come to the airport and search through the 300 bags. By this time, we are very frustrated. Then on Sunday morning after checking out at 3:30AM to get to the airport early to search through 300 or more bags; I took a long shot and checked with the Bell Desk. Well, wouldn’t you know it, the bag arrived during early morning hours on Sunday; no call, no text from the airline and our final day in Las Vegas. Additional the Flight Attendant on Flight 1665 was ok. She wasn’t as attentive as the on Flight 1335. We sat in First Class and in Flight 1665, she was more interested in talking to her crew mate. It was early and we didn’t get the First Class Experience we paid for and deserved.

I like to travel with American Airlines. I’ve traveled a lot I own property in the States & abroad, I have say I read a complaint towards us, the passenger/customers from KLXA380 🤔I have to say I agree 100% we often treat the agents as though they are to blame for the delays, I’ve watched them being disrespected as they remain politely trying to help & also seen some act as though they own the Airport & Airline. However most of my experience has been excellent, I don’t know if it’s because I am grateful every day I am able to return home 🏡 to my babies and my dogs. If we stop & think they often delay flights 🧐for our own safety. I was actually a bit surprised the last time I flew in to BDL it snowed & my flight came through Chicago, I saw how they were dicing the plane and I have to say I was impressed & again grateful because a lot of flights were cancelled & in Miami the agent got me on a flight home 🏡 God bless that beautiful angel 😇 🥰and all the TSA agents too, I will tell you I get a little nervous when I fly and I’ve forgotten a thing or 2, a few times & they usually call me back for it. I really think they go above and beyond ant please remember they are also every day people just like us & they also go through stressful situations just like us. Do please treat them with more kindness & compassion, Thank you 🪷✈️💞

Constantly freezes in the chat. I have photos but I started a chat the agent said he would end the chat. I realized he canceled the wrong trip so I’m quickly trying to contact someone to fix my flight and I go back to the chat at first there is no option for me to type. I touch the bottom of the screen in hopes that the area for me to type comes back up and I get asked new question. I tap it and then I get ask a new question or never kind … No matter which option I choose the screen just buffers. I have tried just on cellular and on Wi-Fi. In addition i was having issues seeing the tickets that were placed on hold for me. The app user interface doesn’t tell you. I went thru process to book a ticket when it came time to enter my payment info I switched screens to copy my Apple Card info and when I went back the American Airlines app it had closed my purchase progression and put me back on the main screen. The issue is as a user I didn’t know it automatically places my trip on hold and with so many cards in your wallet a user should be able to swap screens or at least automatically pull credit card from their wallet. I am so irritated with the user experience. Can’t just be me

DO NOT FLY WITH THESE PEOPLE.. I have used there airlines for the past couple years and all I can say is even spirit is better than them. From damaging my baggage twice and once refusing to let me file a claim, to one of their flight attendants literally talking negatively about me on a flight to a passenger in front of me. On top of that, when I finally was able to file a claim, it took them 2 weeks. Their automated system won’t let you speak yo anyone if you even mention baggage, and if you have trouble with the claim online it doesn’t let you speak with anyone. I had to get it through the complaint department which at first turned me away. Then when I finally got a hold of someone weeks later, they denied my claim (less than 24 hours after submission) saying I had minor damage, that I had to get myself to an airport so they could fix it (for context my bag had a wheel ripped off, metal ripped off sockets and tears to the point where I can’t even roll it) and I had to get myself to an airport over an hour away (still fighting them about transportation there.) the person I’m currently dealing with sent me an email and called me literally 10 minutes after sending it for no reason with no warning either. Very unprofessional. Not only did they beat the life out of my bag but refuse to pay for the damaged things inside. Oh, and if they lose your bag, it’s the same process. Disgusting and greedy airline that doesn’t care.

Least Useful Airline App. And Airline.. Not living in a city that is a major hub for one airline, I frequently switch between American, United, and Delta. After booking with my company’s travel department my flights on United and Delta automatically show up in their respective Apps, along with boarding passes showing my Pre-Check status. To get a boarding pass in the American App, you will have to enter your confirmation number in the app to view your reservation, and it won’t show Pre-Check status. My Pre-Check number is in my profile and shows in the app, but according to American, because we don’t book directly with American they are unable give me boarding pass in app showing that I’m Pre-Check. This requires a trip to the Kiosk where I have to check in and manually enter my Pre-Check number and get a printed boarding pass. Push notifications are so far behind you won’t get a notice your flight is boarding until you’ve already (hopefully) landed at your destination. The one bright side is easy access to terminal maps in the app. But this app and this airline are in desperate need of an update in user friendliness.

$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.

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.

Bad experience. AA was my connecting flight to Aer Lingus and it was late arriving to JFK. AA flight was the last flight to Cleveland, and there were at least 5 passengers that were racing to the gate to board the plane. We all made it before departure time. They made ZERO effort to accommodate these passengers, including myself. (Airlines know who the passenger are and the flights they connect with and what time the flights land). Another flight to Cleveland with one stop was an option, but I was not offered the flight by the “gatekeepers”. I found out about the seats through the AA 800 number however by the time I got to the gate they would not allow me to board. Some of the gate keepers were extremely rude and unhelpful and would not even make eye contact.I spoke with a manager that would not help me (not “authorized” and I spent the night by myself in the airport, waiting for a flight the next day. The only reason why they got a two star is because we didn’t crash the plane on the way. I will avoid flying American Airlines in the future.

Don’t fly American. I was supposed to leave out of Little Rock Arkansas June 11th to Charlotte. Flight was delayed due to weather, which is understandable. Whitney from the gate was too preoccupied talking about her recent trip to Disney World to even offer assistance. When she finally got to me she said I would have to fly out the next day. I said ok, will you provide a hotel. She said no it’s not our problem. So I got a hotel, and went to the airport early the next morning, June 12th. Morning flight boarded at 0613. I was there at 0445. Checked my bag and all was well. Arrive to Fayetteville NC without my luggage. Was told “maybe” it’s on the next flight Well, it wasn’t. I live about 75 miles away from the Fayetteville airport. They will only deliver bags up to 70 miles away. What am I to do now? I do work and would like to get back to it. According to the website they have no idea where my bag is. All my medicine and cpap are in that bag. American Airlines should be ashamed of themselves and their employees. I will never fly this airline again. I’d rather drive. Just an all around terrible experience. So now I’m hanging out in Fayetteville NC and nobody is willing to help.

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.

Not Reliable For Frequent Fliers. I am a regular American traveler (work). The app works well enough for domestic flights. If the flight is even delayed 20 min, it will give you an update. My issue is with international travel: I was flying out of Delhi, India and the app wouldn’t let me check in. Problem is you can’t even enter Indian airports without a boarding pass. After I finally convinced security let me in to check in and got to the American counter, I was told that the second leg of my flight had been long canceled. I received no such warning on the app. In fact, the app said my flight was still on. According to American, an email was sent warning me that my flight had a schedule change (I get many of these all the time but it didn’t say anything about cancellations). I guess shame on me for not looking deeper into the problem. But as a regular busy traveler, I need to rely on the app for convenience. It is clear to me that you cannot rely on the app. When I called American, they were extremely rude - I have AA status. I guess my point is, you can’t trust or rely on this app.

Rather impressed. Airlines have taken an (often well deserved) beating as of late. Flying is a pretty miserable experience, for the most part. The fact that you have to steel yourself for whatever the length of time of the trip might be pretty much says it all. All that said, I installed the AA app several months ago with low expectations. Now I’m impressed it works really well in providing very good, right up to date information. It even maps out how to get from one gate to another when making a connection. Very nice. The one thing that would be nice to add is making it easier to edit passenger information, such as TSA PreCheck and Passport numbers. As an aside, I have to also complement AA. I recently had to make changes—twice in two days—to a complicated overseas trip and the agent on the phone could not have been more helpful. The aggregate time to make both changes was only about 30 minutes, including waiting for a call back (rather than wait on hold). And no charges for either change. I’m fact I got a refund because the new flight was cheaper. I had stopped using AA about 7 years ago because of serious problems with their service. I only returned (planned to be briefly) because I had some miles to use. Well, they’ve won me back.

Bad Experience Flight 384. Today July 23, 2023 I was making my journey back home. I was traveling with my same carryon luggage I have been using on all my flights this year. The gate agent (woman long hair) asked me to see if my bag fit into the bag display. It was snug but fit. She told me I would need to check my bag. I was trying to let her know this was the same bag I have been using for months and no problems. Instead of listening to me she was on a power trip and wanted to have control over me. She told me I had an attitude but honestly I did not. I did not want to make a scene but she did. I felt she targeted me and treated me that way due to the color of my skin. I have never felt discrimination on American Airlines until today. Further it is frustrating as there was plenty of overhead space on the flight and now I am waiting in baggage claim another inconvenience because this employee who poorly represented American Airlines. I would recommend you re assign her role to. Non customer facing role. I told the flight attendant when I boarded. I am not sure there was anymore for her to do but to say sorry. I am really disappointed. And if you go back and do the research you will see each time I was on airplanes with the Same size overhead space! I am truly disgusted and more frustrated as I stand her waiting for my bag for no good reason Beth Taylor 14RLK26

Great App, Continuous Development. I just opened my app in order to check in for my flight tomorrow from BOS to ORD. Upon refresh, I received a notice that they were looking for volunteers to take a different flight and wanted to know the minimum I would accept to switch. It said my choice had been noted and if needed I would be called to the desk tomorrow! Wow! That’s using technology to prevent fires instead of always fighting them. There is bad weather across the country and they are really working to prevent as much pain as possible at the airport tomorrow. I have one suggesting and this app will be simply the best in breed. For upgrades, please put the number of seats available along with the number of people checked in. That way you have a bit more of an idea if an upgrade is even possible. Currently, you can see your name of the list but not how many seats are available to begin with. Delta does this and I love it!

Frustrating. Terrible experience flying AVL to LAX on 4 January 2023. Crew did bad job of boarding in AVL which delayed departure. Weather caused flight to circle CLT multiple times. Rushed to connecting flight and got there at 0852 for 0900 departure for LAX. Flight closed with no consideration of late arriving flights into CLT. AA agent rebooked us thru Austin, TX with only 30 min layover. Flight was held up for late connecting passengers which is right thing to do but inconsistent as this wasn’t done for my original flight (see above). Of course with only a 30 minute window missed connection in Austin. Rebooked Austin to Dallas then to LAX. Arrived LAX 12 hours later than scheduled arrival. Checked bags arrived ahead of me. 40 minutes in line at Terminal 5 baggage claim only to be told bags were in terminal 5. Fast forward to now, 22 January. I am writing this while standing in line at RDU AA baggage office. Flew from AVL through CLT to RDU and checked bag did not arrive. I had 2 hour layover in CLT so don’t see how this happened. My options flying from AVL are limited but I will exhaust all other options for future flights before booking AA.

I love this app! By far the best airline app!. I didn’t realize how much I love the American Airlines app until traveling on a couple different airlines recently and I really came to appreciate it. I get notified immediately through push notifications when there are any delays, flight changes, etc. and it also updates all the information on the boarding pass in my Apple wallet. I expected this from another airline and didn’t receive it - got all the way to that gate and then customer service before finding out a flight was cancelled, which never would’ve happened on American! Everything, including same day flight changes is a breeze to do in the app, and I also have been able to reschedule flights easily: I got notified that my flight delay would cause me to miss my connection and was offered other flight times that I could book immediately. Huge fan of the app and of American!!

Customer complaints. I just wanted to make a note about some of the complaints about aadvantage or American Airlines I do not work for either aadvantage or American airline’s . This review is based of a logical approach and a logical opinion We as the customer have developed a “ entitled “ attitude towards the airline’s industry and as such towards society . This rule of “ the customer is always correct “ mentality is giving rise to ignorance . Just because an airline cancels a flight or delays a flight does not give you the right to berate an airline and it’s staff. We as a society are not royalty. Yet you as the passenger make yourselves out to be . Please stop Things happen . I get it . It’s an inconvenience . Hey my plans have been ruined but at the end of the day it does not give you the right to attack an airline and it’s staff just because you have been inconvenienced . We all have . Move on be polite and live to see another day . Be grateful that the airline’s are there in the first place . Just because you have had a negative experience from American Airlines immediately you state “ oh I’m Never flying them again “. Put your big boy pants on and be respectful Thank You

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.

Thank Gilmore for playing me like a ball. Had a flight from Madrid to London on British airways, we spent the night in London and the next day we checked in with American Airlines with in damaged bags but when arrived to Chicago 2 bags were destroyed cracked, dented, and missing wheels Also the item inside were destroyed, it make it clear that these people don’t care about our belongings, so I made the report at the counter and I was told to send the claim online. Which I did, later I got an email from AA baggage center saying that they spoke with British airlines and they agree to replace my bags, few weeks passed without answer so I called British airlines to inquire and they so no it’s AA responsibility and of course I went back to AA and the say that British will pay, they ve been bouncing me back and fourth for at least 4 times, last call I had was the British and I get them because the damage was done on an AA flight but these people been misleading me for 3 months now shame on you American Airlines. And also for the people who plans to travel with them be careful they will treat your bags like crap especially if buy expensive stuff AA-23AZZOUZI-J09T05 - P20T

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Not happy complaint. I would like to complain about the staff member ( blond about mid 50’s) that checked us in at Eagle Vail 8th Feb flight 2704) and would not check our baggage through from Eagle Vail to Brisbane Australia and blamed Qantas. Many people on that flight had to exactly the same problem. We all had to collect our bags in LAX and then rush over to Tom Bradley Terminal to recheck bags and go through security again with limited time. What is the point of the OneWorld alliance? 40 years ago with limited computers we were able to Interline baggage when we travelled. We have always recommended American Airlines but now we are not happy to do this. For something so simple for the staff member to do she made many traveller’s trip stressful. As we visit this area every year we have never previously encounter this problem. Regards Kerrie Brown

What about one world members. As part of the alliance, surely you can allow one world members access with their membership number. I am one world emerald and us AA quite a lot.

Bad service. After leaving the gate was told electric car ran out of battery then got a mechanical one then told us we are returning to gate to disembark Then told 6 hour delay as need a new crew Gave us $12 food voucher Even the dumbest no brain person realises that you cannot buy food for $12 at any airport so really DISGUSTING after AA messed up the flight I would not ever fly with AA again for this reason alone and will definitely tell my friends and family of our experience It may not effect AA but hopefully someone on my facebook post will read this unless I get a reply from AA

One World members. This app would be better if it allowed One World alliance members use their membership numbers, not everyone who flys AA wants to join the AA program...

Good flight. Got in early and was given a comp upgrade. Nice flight to DC.

Unable to pay for baggage on the App. The App only options Applepay for baggage. I have Visa and Mastercard linked to Applepay and neither are accepted by the app. I then tried 2 other cards with the same result.

Could be better. Would prefer not to have to log in to retain trips details entered into the app. One world members shouldn't have to log in with AA number.

Clunky logic. App has issues we have 4 of the same phones all have the same iOS version and the movies wont play unless you played the trailer first (or at least started the trailer then selected the movie ) was not an issue on older phones.

Busted bags. By bag was busted and torn on the recent flight. It’s not usable but the representative at baggage claim said they are unlikely to do anything. Shame nobody seems to take responsibility for their actions anymore.

Klunky, slow ........ so I listened to music instead.. Meh, I gave up half way through and listened to music and read instead. And slept. Really AA? How much did you spend developing this? 🙄

Great App when travelling through the US. Downloaded this app on a recent trip to the US as I had multiple flights booked with American Airlines to various destinations. Found it very useful, as it listed all the flights I had under my booking and would list the next flight automatically when I updated the app. Also great integration with the Apple Wallet and the Watch. Must have if travelling with American Airlines.

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App sucks. So does not allow a valid us address to be entered. Fix this!

Needs fixing on the address portion. Whenever you try and upload where you're staying in the US, the app bugs and does not allow you to get your boarding pass. I tried for hours.

Unable to locate reservation. Used this app a year ago, same issue then as now and according to Reddit same issue that 104K people are having. Plz fix your app, I don’t have this issue with any other airlines and I travel constantly

Application has issues when you try to setup adress while in the U.S.. Every time I tried to setup the address when in the U.S. and click in continue the app just came back and erase the information.

Canadian dollar. The app should be able to switch between US dollar and Canadian dollar!!

Awful for Canadians trying to check in. App is next to useless if your Canadian trying to check in

Worst app, can’t check in. I know it’s important to put an address while in the us…but it won’t let me proceed at all even though I put the correct information of my address

Forcing users to download apps 🚩🚩🚩🚩. Forcing users to download an app just to fly is criminal in most countries. Typical American shenanigans. Also the app is more buggy than an interns first spreadsheet

Horrible. I needed to download another app to verify and then it didn’t even work and told me to check in at the airport. I tried to get help from the bot but it was completely useless

Online checkin not working. Stuck on address in US, even though I’m only transiting

Can’t submit + purchase not optimal for Canadian. Tried to join AAvantage. Got to the end of the process but could not submit with my iPhone X. Did my purchase as a guess, got to the end but could not buy my tickets. Had to redo everything in an another form.

Won’t let me enter address in the U.S.. I’m in Canada and need to enter an address in the U.S.. when checking in, the app won’t recognize the address I enter. Specifically the street and city. Irritating! Couldn’t check in online. It’s been happening each time I booked with AA. I think I’ll stick with Air Canada or United.

App check in useless. After I did everything and had zero errors- it told me I have to check in at the airport anyway. Useless.

Very good besides some bugs. Very good app to manage the trip to check in and to have the boarding pass. However, it happens that there are bugs very often so you cannot check in your flight… specially with the new VeriFLY app.

Amazing. Very easy to use!

Garbage. Garbage app, buggy? Can’t input us residence when visiting, it has a bug that deletes all data. Fire the programmers

Address while in US doesn’t work. Failure of an app doesn’t allow inputting valid address while in US, and also does not provide information as to why it was rejected even when clicking the little red exclamation marks Website also sucks

Missing "Province" as option in check in.. The check in process within the app allows me to specify that I am a Canadian resident with a Canadian passport and citizenship. However, upon entering my address, it requires a state to be entered and does not have a text entry option or any Canadian provinces.

Excellent experience. AA is excellent, and AA experience was fantastic

Needs Debugging. Whenever I try check in, it asks for where I’m staying in the US. But when I enter the address, it “chokes” and goes right back to the address entry form like I never entered anything.

App is useless. It asks me for the confirmation code to pull the reservation and it doesn’t call the keyboard to enter it… I’ve tried everything including uninstalling and reinstalling. If I can’t get my flights on this app what the heck do I want it for? Uninstalling. What a waste of my time.

Pathetic….. Pathetic app - My flights were changed by AA and I cannot find my rebooking on the AA app! Get up to date with the main flow………

Should be no star! Does not work for Canadians!. 1. If you are a Canadian Citizen you can’t check in to your flight w the app. It asks for your US address during your stay. It erases after you input it. It won’t let you continue to check out. 2. I tried to upgrade my seats. Does not accept Canadian credit card. No more AA. Joseph Di Loreto

Passport will not scan using phone. So if you cannot scan it there is a manual option but it does not work either!

Unusable. Couldn’t check into a flight. Every time I enter the address I’m staying at in the US it erases it and does not allow me to proceed. Had to check in on the website instead.

Cannot upgrade seats. Terrible app. Cannot upgrade seats with a Canadian visa. Using a colleagues US visa or charged the visa but did not upgrade the seats. About all it’s good for us to check in the flight, but that’s price of admission these days. The transaction model is brutal.

Self centred !. Please realize that we are NOT all US citizens!!!

Why am I asked for my flight number after booking a flight through the app?. It’s literally all done through the same app, why do I have to go through separate steps to add it to my profile? Every time I have to go back to my email to look up the flight number when I just fricken booked the flight in the same app!!! Absolutely stupid.

This app can not be used by Canadians. You can not use this app if you want to check in and pay for the bag tax using a Canadian Visa card, Canadian Mastercard or Apple Pay. Very medieval!!

Worst Company App and Checkin Process Ever. Literally nothing works as it’s supposed to. This is the most ridiculous, convoluted check in process I’ve ever seen in my life. This app is complete garbage and you’re gonna have to check in at the airport anyways

App is bugged won’t let me select my US address when checking in. I scan my passport and it keeps erasing the address where im staying in US and won’t let me proceed

Worst check-in experience of any airline. Took me 2 hours to check-in due to covid. It's 2023!!! Stop this nonsense.

worst airline app check in experience. the app will not allow you to check in if you have a non US passport, it is a horrible experience to always be forced to check in at their counters.

Was Good Except. Everything was good except outrageous manager at gate C28 at DFW airport upon getting on our flight. Totally rude and inappropriate

Would give zero if I could. 1 . Trying to login to the app with my AA account, but the app doesn’t accept AA passwords longer than a small number of characters (the AA website does like long passwords). 2. The app refuses to allow checkin without uploading a vaccination cert, which it then refuses to read, and tries to make you pay for Verifly. All this while it says that you can still checkin (you can’t) and provide docs at the airport. 3. The “help” feature offers no help.

Check-in doesn’t work for Canadians travelling through US. I tried to do my check-in for my trip to Mexico through DFW. App requires a address in US. I tried “in transit” and the DFW address, however it didn’t work. I also tried a hotel name / hotel address just to confirm if the issue was the app or the information provided, but it didn’t work..

Payment Issues. Great app however the payment does not accept Canadian credit cards. I travel frequently KLM, BA all accept Canadian credit cards.

Horribly complex check-in process. It took me over 30 minutes to check in for my flight after being forced to download the VeriFLY app and create a new account because my previous account was associated to my old phone. Apparently it’s too complicated to simply upload your proof of vaccination directly on the AA app while checking in. To make matters worse, they don’t allow you to check in online using your Nexus card rather than your passport which defeats the whole purpose of checking in ahead of time. Fix your app and get rid of VeriFLY.

COVID vaccination upload does not work. As a Canadian citizen, I need to upload proof of vaccination in order to check-in for a flight. When I try to upload my records (QR code, photo from camera, photo from library, PDF file) the app fails to attach the file and redirects me to VeriFly. I’ve added my flight and covid details to VeriFly, and the American Airlines app does not pull this data. In summary: The COVID data can’t be uploaded on the American Airlines app, and the user journey through VeriFly is just a dead-end.

Stop making me use VeriFLY. Forces you to use an absolutely garbage app called VeriFLY that looks like it was written by a high school student. Completely garbage experience

Issues with AA app. The AA App does not allow either Apple Pay from a Canadian credit card or use of a Canadian credit card for any payments.

Does not accept non-US addresses or cards. The app does not accept Canadian addresses, which means I couldn’t use any of my credit cards to pay for an additional bag. I don’t know how or why an international airlines can’t support credit cards, when even the hot dog stand outside the airport accepts my Amex and Apple Pay. EDIT: it also doesn’t let you check in for international flights if you have a Non-US passport

Won’t let me add address where I’m staying. I see other reviewers are having this issue where the app can’t take addresses for where you’re staying. Really annoying, now I have to wait in line to check in at the airport. Unrelated, but I also frequently have problems logging in to the website on desktop too.

Entertainment on huge download. When boarded you find out that you need an App that is over 100MB to watch entertainment. So only option is to download over mobile internet which is expensive for roaming travelers. This should be made available via the WiFi. Not well thought through.

Check in function not working. Generally a great app but today while checking in, it kept erasing all the address data entered and took me back to the first address line

You’re a major airline?. Don’t write a lot of reviews, but I’ve never had to try so hard to purchase a plane ticket. First of all when you try to book a flight and try to select which airport on the mobile app the enter button is blocked due to the bottom of the page. Second of all, when you finally get done finding the flight and entering all your information, if you’re a Canadian citizen or have a credit card in Canada, you can’t enter your card information to purchase the ticket. Although it has the options as province/state, and postal code/zip, the only give you the options you have to select from are states and ZIP Codes… what year are we living in that you don’t accept foreign cards? Never seen this before and took more than an hour to figure out.

Horrible Vaccine Verification. I don’t mind having to validate my vaccine, it making me download two apps and create an account to do it is very frustrating and as has managed to add tons of friction where no other airline has before!

Useless app. Forms don’t work, can’t enter adress while I’m the US. Had to use website instead. How could this even pass QA is mind boggling.

Garbage app. Won’t let me check in. Garbage customer service/ help line. If I could give 0 stars I would because it doesn’t work

Horrible - movies won’t play but Ads work just fine. The last five flights the movies won’t play on iPhone - no info or help online with this issue from AA and inflight you get “sorry”

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Great app on day of travel. Not sure what the poor reviews are about... certainly more about service issues than the app itself. As a weekly AA flyer, I find the app to be very helpful and intuitive. I don’t need to dig all over like the United app. Everything is on the home screen and it’s dynamic to what I most need at that time. Favorite features are the ability to order food from restaurants at DFW and a few other airports - need more! - and see the terminal maps to plan out a quick connect. Rebooking is great when it works, many times though the rebook option doesn’t show up in app timely for me. I get the text message about a cancellation or delay and race to the app and the rebooking shows sometimes but not others. Otherwise very positive experiences with the app!

Customer service is a mess. I don’t usually rate apps or companies, but I’ve just gotten too many bad customer service reps from this company. They claim to give you the ability to pay for checked bags ahead of time (a lie). They change your flight 4 times before the flights and another 8 times mid flight (really happened on my most recent trip). Oh, and if you pay the extra price for preferred seating and boarding with extra leg room, that’s a lie. Paid $2000 for me and my 2 kids (2 and 6) and they moved my kids from being with me in row 9, to back of the plane row 23. Oh, the icing on the cake, the reason for this review, as of moments ago, I called (waited 2 hours) to cancel and use a cheaper airline that is direct with my preferred seating. They said “we won’t cancel or give you your money back over the phone, you will have to go online, try to cancel and then submit a claim and you “MIGHT” get your money back”…. Then they hung up, no further conversation. Have to do the whole process again, but online. DO NOT USE AMERICAN

Tracking Baggage?. I’d like to be able to give this app A better rating, because it does so many things. BUT, the IT systems behind it get so far behind as to make it utterly useless when flights get delayed, or even worse, cancelled! Our connecting flight was cancelled. We managed to walk to another gate, with no help from this app, and get on standby for another flight. When we actually got a ticket, this app never did get updated. Meanwhile, our luggage has not showed up 24 hours later. Trying to use this app to get info about our bags is a joke. “Chat” refers us to a “Delayed bag search” link, which asked us for last and first name and “File ID”. What the heck is that? Well, it isn’t the Locator”, and it isn’t the frequent flyer number, so what the heck is it? I’ve never heard that term applied to anything before, and there is no definition for it. PLEASE BE CONSISTENT IN YOUR TERMINOLOGY!

First Class Amenities = 0. Don’t waste your money on First Class tickets through American Airlines. You get no amenities for your money. The person who took our bags did not put First Class stickers on our luggage. Then the Flight Attendant refused to provide us with any service on our flight back from Key West today citing that the reason is because people stormed the Capital yesterday. We asked what that had to do with our flight, and she answered that the union decided no to provide services due to the unrest. Then she walked to the back of the plane and stayed there the entire flight!! RIDICULOUS! We had nothing to do with what happed in DC! We were in Key West on vacation. What those people did had nothing to do with us. This is infuriating. We are Advantage members and have never flown with another airline. EVER! But we will be booking with another airline for our future flights, international and domestic. Thanks for giving us nothing for our money.

This isn’t the American Airlines I remember. I was flying back from a trip. First flight was delayed to the point that we got off just as our next flight was boarding. Lady who helped us was absolutely the sweetest. We loved her so much. But the flight she put us on the next day was so disappointing. They changed the gate 5 times. Back and forth. We tried to go up to the desk and ask for a seat assignment, and the man there took one look at us and walked away. No help. So we came back later one he returned, now us second in line. We waited for him to come over and help us for 30 minutes. I’m not joking. 30. He talked to people who walked over to him to ask a question. When the lady in front of us asked, he told her to go back to the line. Once he finally helped us, he said nothing. No apology for the wait. No how was your day. Just took our voucher and gave it back to us. He avoided helping us for an hour. I’m so annoyed and now I’m waiting for us to board finally. Very disappointed. His first name was Nigel. Didn’t catch the last name.

Flight Status date flaw.. You can not search flight status via the app for a previous days flight. For example. I’m in London, and as it’s after midnight here I can not look at flights from the US that are flying here. It seems that after midnight local to the phone you can only search for flights that current day. My suggestion would be to allow the search to go one if not two days backwards. I might suggest there is a worse case example of someone in time zone A looking at flight status for time zone Z. Hopefully your developers can account for that case and allow a flight status search for any flight that has yet to take off or is in the air.

Delayed flight. I arrived In Charlotte expecting a 1 hour delay. That changed to a 7 hour delay. I went to customer service, talked to a lady - said, “Are their seats to Dallas or Austin?” She was very helpful- explaining she saw a seat but couldn’t book it. Rec walking down to that gate. When I got there another agent helped me, confirmed that I was between my scheduled flight and the new flight (not stranded somewhere else) and I walked on as they were finishing up boarding. On a whim, I went to baggage claim for my suitcase- didn’t expect it at all. Then it pops out! It was one thing to get me home, quite another to get that suitcase moved from c terminal to d terminal to the belly of my plane! God is good! And your employees went above and beyond!

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.

More Annoying Than A Toddler. I am trying to get a flight on the app so of course it asks for the all the passenger/payment info. I get flight tickets for my parents and siblings so I don’t remember everything off the top of my head so I have to switch apps BUT when I do guess what happens to all the information I already had inputted? POOF gone. Start from scratch, have to find the flight AGAIN. I’m currently trying to get a flight for my sister and it did this to me 3 times and then for some reason I got a fraud warning from chase when trying to pay so I tried to switch cards and of course the AA app didn’t accept it and guess what, POOF gone AGAIN. HAVE TO RESTART AGAIN. Terrible app. Oh and you better remember your AA member number because even though you are getting the ticket on the app of course it doesn’t remember it for you and the only place to look it is back in your home page which means you have to restart from scratch AGAIN. This app blowssssss

Not user friendly at all. This app is the most complicated, non intuitive design I've ever come across. Whoever developed this app did it from a technical capability standpoint, not a user standpoint. A very common error in software development. Their business analyst or product owner should have let marketing drive the development of this app, with tons more focus group feedback from customers on what they like and don't like. If you guys want to develop a much better app, contact me ;) Trust me, you are suffering from a bad app experience, and I'd love to help. I develop software and am a certified scrum (agile methodology) master. Also, your web app encounters errors causing it to not sync with your mobile app, thus users are not getting their total miles. Your web app is not linked well to the Citi page for credit card registration. These tech issues are common in situations with a lot of technical debt. Too many corners were cut. Invest in redoing this, please. The user experience is horrible.

Reliable app, bad video integration. Seems like most people don't know how to review an app and instead review customer service issues 😄. Here's an actual app review. Been using consistently for over a year now. Used for 70+ check-ins, TSA points, and boarding. App is reliable, updates changes in flight information quickly, sometimes even before the pilot has informed passengers. A recent update broke the "clear expired passes" feature which was useful as I am a frequent flyer that uses iOS's wallet feature a lot. Using the app for in-flight entertainment is quite atrocious. UI loops that bring you back to square one and very infrequent experiences without glitches. Most of the time it just plain doesn't work. Maybe it's the plane's servers, but c'mon...WestJet got it right, why can't American!? The most recent update killed compatibility with iOS 9. Yeah, I should update, I get it. But really, how hard is legacy support?

Over entitlement. Customer service in Philadelphia was a joke. She was very short with customers and expressed an over entitled attitude towards many. “She didn’t have time” to deal with them she told her other gate agent. The Flight attendants on the PHL to ORD flight announced to all they she “didn’t need the eye rolls and head shakes”. She had a very indignant air about her. When she approached me I was properly wearing my mask. She then told me my mask was not approved. I’m not sure what made my mask not approved as it fit everything they told me it had to. No valve, covered my nose and mouth, was not a neck scarf or gater. I would like to see what regulation she was quoting that I did not conform to like a good little sheep. Over my last 4 flights I have had a $150 knife stolen out of my checked bag, a bag ruined, and witnessed crappy attitude from 3 people wearing American Airlines uniforms to numerous customers that are providing them jobs.

Lacks important features. Frequent flyers need specific features which are just lacking in this app. It needs the ability to see ALL open seats on the flight you are on. It only shows the ones in your class. You can not tell how many seats are available for an upgrade which is something you really want to know. You have to act like you are booking a new trip on the flight you are booked on to see available first class seats. The upgrade list is not available to view until inside the 24-hour mark. Why? Other airline apps show this all along. The app will only show Admirals Club locations at airports OTHER than the one you are at if you have location tracking turned on. It will never show locations at the airport you are in. That is the only airport you care about at that moment. The only way to see the current airline locations is to turn off GPS in the app. Just bad programming. The ability to see alternate flights should be an easy thing. If your flight is delayed or cancelled I’d like to quickly and easily see options without acting like I’m booking a whole new flight which shows all flights for the day including ones that are already gone earlier in the day. There needs to be some thought and consideration for the basic needs of their frequent flyers on this app.

DO NOT BOOK WITH THIS AIRLINE. I travel at least a couple of times a year and consistently have issues with American Airlines. They scam you by not allowing you to pick your seat unless you’re willing to pay for priority. They have done this to me on several flights where they insist that it’s a full flight so they cannot let you choose a flight and then when you get there it turns out they didn’t let half the flight pick their seats and assign them at random. The flight attendants refuse to help you and when you call customer service they say you have to talk to the flight attendants. Like I said they do this on multiple flights of mine to try and force you to pay for the priority seating, which isn’t even nicer btw. Additionally their planes are outdated without phone chargers or TVs. If you’re going to fly cheap you may as well go with Spirit which typically cost less and at least allow you to choose your seat. This is very important to some of us, like me who is claustrophobic. ABSOLUTELY DO NOT BOOK WITH THEM FOR YOUR OWN PEACE OF MIND.

Great app, one small annoyance. I’ve been using this app to book and manage flights for about a year and it works incredibly well without any problems at all. If I want to do something, I can get it done quickly and easily. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ My one complaint, and I personally find this so annoying that I went with 4 stars instead of 5, is how you cannot load a boarding pass within the app itself. It HAS to go through the Wallet even though I always go through the AA app to look at the pass to begin with. Pulling up a boarding pass it literally the only thing that I can’t do on this app and I cannot understand why that was even a consideration for development. I only recently discovered this after removing Apple Wallet from my phone and finding the “Must download Wallet” to view the pass.

My KTN Was MIA. I loaded my KTN last week to my account when I received it however when I got to the airport it wasn’t printed on my boarding pass or showing in my app. I went into my account and there it was as I entered it. I contacted AA through the app, they asked me what my KTN was, I gave it to them, they said it was already in my account so try again. They said to print my new boarding pass but I was already at my flight gate. I informed them of my frustration of going through general check in and they told me to speak to someone at the counter. I checked my app and my boarding pass in the app and nothing was changed. I went to the counter at the gate and the worker said that has to be handled at the ticketing counter. Maybe it will be fixed for my next flight.

12 hours if waiting and 1 1 hour flight in in an 8 hour flight plan. App is decent, updates are not always accurate but it does a good job. However American Airlines themselves has done a horrible job. Missed my first connection by 10 minutes despite leaving a 2 hour window between flights initially. I work it out to get a new flight plan in place and then get stuck waiting because another flight was late with several people who needed to make a connection to this flight. Despite being unable to do that for my previous flight. I am now missing my connection for the second time and will most likely have to overnight it because they won’t hold the next plane which is the last flight of the night. Gate people have been helpful but understaffed and under equipped. Hope the nonexistent compensation they provide does me some good while I hole up in the airport for another 16-20 Hours depending on which flight I try to get on next

Pretty good....most of the time. App runs pretty well. My biggest frustration is that sometimes I have to go to the full web site for seat selection. This is normally happening after my travel agency issues my ticket and I think there is some kind of lag before I am allowed to make changes in the app. I am normally insulted by the offers to upgrade to first class because they are not reasonable. It’s almost like a reminder that I am not wealthy and I am sure most people feel this way. Once it was like $1,500 for one way! I do occasionally put in for an upgrade. It would be nice if the app told you when first class was checked-in full so you would not have to wait until the last minute to grab a drink from somewhere (especially since they are not serving drinks in coach). Maybe a stoplight system like they use for Jetnet that shows when you have no chance.

The Crew and Staff make the Trip. I’ve been ‘dormant’ like so many of us and I also have arrived on the other side of 80. Thus air travel was more memories than well practiced recent events. Fond memories, for sure, and world wide. Then I was invited to a special family weekend daughter’s Mother’s Day, grand daughter’s 21st, and two drama shows. I’m in Tennessee and they are in California! What to do? Years ago it be a “no brainer” but things for me that was 40-50 years ago… The flight across country was my “test” and AA was my target of choice. They did not disappoint! I was helped and I observed. Planes are well kept, but it was the Crew and staff that gave the magic. All of them, not just a few. Thanks to those I met directly, and even at my age, I am back to flight travel. AA passed my test. Good Show, Jesse Douglas, Dayton, TN

I would give zero stars if possible. DO NOT FLY American Airlines So terrible it’s concerning! We had a flight that was delayed due to a hydraulic leak that the pilots missed during the pre check of the plane… the negligence of their piolits is concerning. Thankfully the baggage guys spotted it and reported the leak. Fast forward we missed our connection. Scheduled a new connection which we missed as well because they kept us in the plane as they attempted to have it repaired. Then we Stood in line to be told the only option was a flight the next day when someone else we had been talking to was given a different flight through United and Bahamas Air. We ended up having to book that same flight that was given to that other couple out of pocket as we already had our health visas and had scheduled events for our honeymoon the following day. We ended up spending our entire first day of our Honeymoon in the air port and on planes from 5:30 a.m until 10 p.m. The problems didn’t end their as our return connection flight was changed 3 times in 30 minutes. We ended up taking off an hour later than expected on plane that had a faulty AC system. Over all we had a terrible experience with American Airlines and I will never fly with them again. I am attempting to to get full refund for the flight we had to pay for out of pocket when another couple lane flight was booked by American Airlines. #terrible #dontflyAmericanairlines #americanairlines

Departed without enough fuel to avoid storm. Today, 15 April 2023, AA 1964 unconscionably took off from Montreal without enough fuel to reroute around a storm they were tracking all day. The flight to Dallas had to put down in Memphis because it didn’t have enough fuel to reroute. After that, the plane refuels and takes off right away (because there’s no weather in Dallas). When many customers, on their phones, noticed that there was no weather in Dallas and no closure at DFW and asked, hey, what’s the issue? The flight attendants acted as if we didn’t understand airplanes, concluding with, “We want to get home too!” Relevant because? Anyway. When we finally take off, the pilot has the attendants in the jump seats the duration of a smooth flight…because…he figured they were tired? Good to know AA is ready to air on the side of caution and is looking out for its flight crew…after taking off without enough fuel to complete the itinerary and treating its customers like they are in the way.

Terrible App. After having this app for a total of 5 minutes, it’s already incredibly easy to spot that the placement of the buttons and their responsiveness is below sub par to literally any other app on the Apple Store. Good luck trying to make any command without having the app crash or it redirecting you to some explanatory page that you didn’t know you clicked on. I’m already willing to take my chance printing my boarding pass at the airport. I’m also only 25 and never write bad reviews ever. I usually don’t care enough to do so, but how can we be approaching 2023 and AA still can’t hire a decent app developer. Overall poor app and prefer any other airline simply because of convenience when trying to do anything necessary for typical airport travel (checking bags, picking seats, checking in for the flight itself, reviving a boarding pass, etc.). AA, please look at the model of any other airlines apps and steal it. This is awful

Only ONE thing I would fix:. Hello! As a four year Executive Platinum member (many more years not quite making it to Exec Platinum) can you please give us the option to rename our “trips”? OR have the trips named by default by their final destination and not the associated hub?? When you have multiple trips going thru the same hub, your list of trips all look the same with MGM>CLT or MGM>DFW, when neither CLT nor DFW is my destination. I wish it would list the actual destination of the trip, like MGM>SLC or MGM>PIT or MGM>SYR to use a few recent examples. This would be SO helpful to those of us with multiple trips in the cue!!! (Can you figure out my home airport, lol!!) THANKS for an otherwise incredibly helpful and powerful app to book & manage my travel and account with AA!!

Notifies for flight delay but not when the delay is resolved early. Notified me my flight was delayed by an hour. Great. When it said the flight was boarding I went to the gate. Guess what? The attendant said they resolved the issue early and the flight already left. I checked the app again; it still showed the same delayed departure time. No notification or status update. The attendant said this has happened before bc they don’t bother to update the status when a delay is resolved early. I checked my calls and texts, nothing from American even though I was a confirmed checked in passenger and had given them my contact info. I guess they just don’t care enough to let people know when they should come to the gate. This app and company single handedly ruined my trip and cost me a ridiculous amount of stress, time and money on wasted tours, rental cars, hotels and other flights. Garbage app and garbage airline.

Not User Friendly. I always use star alliance like United or ANA internationally and flying Southwest or United domestically. Regardless where you purchase the tickets, changing it or selecting seats can be done easily over the apps with extra fees or not! American Airlines is terrible esp with their shared partners. Calls after calls even with the original vendor where I purchased the tickets. Flight schedules changed due to airlines, and I couldn’t ask someone to help me with selecting seats until I paid the extra fees. Fine I did for the peace of mind and for not having to deal with your long wait to talk to unfriendly customer reps. Customer representatives were below average compared to other airlines and I was trying to be nice and courteous as I know they probably had to deal with many angry customers. I didn’t fly yet and I already made up my mind that I will never use American Airlines after this trip. Your business class customer service was a joke. Check out star alliance pls to see how easy to use their apps.

Not too good. The app makes it easy to view your reservations, but when you try to make changes like add seats or bags, it rarely works correctly. I tried to add checked bags to our first flight and was charged the $60 though it did not work. I later tried to reserve 2 seats for a flight through the app and I was charged the $38 on 2 different debit cards that I tried without it working. I had to call American Airlines both times and was told I need to wait for the charges to “drop off,” but I had to pay again in both instances to have the checked bags and reserved seats. Would have been nice to use the money that had already been taken out of my account to make the reservations but when you call AA, they claim that they do not even see charges made. All in all, very frustrating when you cannot use the money you are supposed to still have in your account until the charge “drops off.” Will not be using the app to make changes like these ever again.

Out of Touch App. The American Airlines app is a terrible app. It’s not user friendly at all. You have to search and search to figure out basic information such as finding your boarding pass or inflight options. Most frustrating is how you have to have your confirmation number even when you used your app to purchase the ticket. They don’t send emails with you flight info, you have to use your confirmation to absolutely anything including….. your flight confirmation number. Every other airline app makes it easy and effortless to find your information and flight details. Absolutely horrible app and I would suggest to any users to take the extra precautions and screen shot your information because AA certainly won’t be updating their app to be on par with all the other airlines- including frontier and spirit. Do not recommend.

Not uptodate flight & gate notifications!. This is a useful app. However, you can’t depend on it to give you the latest up to date flight info. You can get Email notices from your ticketing, but this app doesn’t reflect the latest flight time or gate information. It always seems to be at least one update behind, even after forcing a manual refresh by swiping down. And the latest update is the only one that matters, especially when there is a gate change, or worse, an earlier departure time after a previous delay notice! This app needs to reflect the latest and most accurate flight information or it is useless. Update: now I’m waiting to boa d another flight. There has been a gate change. All the departure displays still show the old gate, the old gate still shows it’s incorrect status, and the new gate shows a different flight altogether. How is a traveler supposed to know what is the correct gate. Of course, this app is silent...

Screaming kids in first class. I just got off a flight coming from Savannah to Nashville it was connected in Charlotte and children should not be able to Fly first class. It's absolutely horrible to pay first class prices and you got to deal with Screamin little three and four year olds !! you should have to be a certain age to fly first class or be willing to comp people their tickets with experiences like screaming little kids the whole way and passive parents thst do nothing about it. If I was flying internationally or a longer flight best believe the airlines would be reimbursing my ticket. Then on your reviews you want people to give you a nickname and then the nickname is always taken so they want you to get aggravated and agitated and not bother writing in the review this is bad this is why I always drive.

Forced or required to use App?. I received an email stating “Action required” for my upcoming international flight to “streamline check-in”. The diagram showed I needed to down load the aa app to upload required documents. *App downloaded, can not find the “Ready to Fly Hub” as instructed to use in in the email. Contacted agent via chat, they stated I had to call the 800 #. Some items like entering passport data, I was switched to the aa website, which did not pull up my current flight data. (If the app knows who I am and I have an aa account why doesn’t the website?) Since I am with family I would love to verify I have seat arrangements together but I can’t select seats, agent via chat says seats are locked out. So far the app and live chat has not been useful at all for any of my interactions today! I guess I will wait for check-in and see if the app is required or not or if I was forced to download it via a false pretense to gather personal data?

Frustrated. I really like American Airlines, but lately traveling on your aircraft has been frustrating. I travel quite a bit, exclusively on American. #1 - I believe if patrons cannot walk down to the plane and need the use of a wheelchair; then they should have to wait until ALL passengers have exited plane before being allowed to disembark. I have noticed a lot of people using this pre-board privilege but not using it once they have arrived. Most just walk right off the plane not needing the wheelchair at all. #2 - Also, these patrons should not be allowed to sit in the exit row. Seriously! My last flight 2 wheelchair patrons were sitting in the exit row when I arrived. They couldn’t even stand up under their own power. They couldn’t assist anyone on that plane if something were to happen.

App is Beautiful But Needs Multi-City Booking. Let me just say that this app is gorgeous, easy to use and man it just adhere’s to the idea of “knowing what the user wants to do before the user knows what they want to do”. The interface is simple and easy to use. Booking flights is so so easy. Now, with all of this being said, this app cannot he used for booking multi-city trips. I do wish that they would at the minimum, put a message telling the user to go online to the website in the event that a multi-city trip is desired, besides that, I have never had a single problem with the app. It has only crashed on me once in the 2+ years that I have used it, which JUST PHENOMENAL! If there is to be a hall of fame for travel apps, American Airline’s App should be in it!

App has serious limitations much like American Airlines. The app did not allow me to download multiple boarding passes. I was able to download mine but not my 9 and 6 year old daughters’ passes. I went to my laptop just to see if I could get them. I had to enter unique emails for each traveler in order to receive the boarding passes electronically. Thank goodness my daughters have email accounts I thought sarcastically. The point here is why go through the hassle?! Just get the passes printed at check-in. The other issue is the constant searching for my trip with the record locator. If I have a profile in the app and online, why doesn’t the app or the full website version keep a record of my trips associated to my profile? Why do I constantly have to input my record locator to view my upcoming trip? Much like American Airlines, this process was inefficient. The airline lost my consistent business years ago. I took this trip as the low cost option against my better judgement. I guess one gets what one pays for.

Useless Widget. The app is fine, but the widget is garbage. I have a flight in 5 days and the widget still says “0 upcoming trips.” I’ve tried restarting, deleting and re-adding the widget, but nothing works. I open the app, though, and there’s my trip right away. At first, I thought the trip was too far away when I wasn’t seeing it a few months ahead of time (even though Iberia’s widget did show the Iberia portion of the trip), but 5 days before? So then I thought that it might be because it was operated by BA, but now I have my return trip in 5 days on an AA operated flight and still, “0 upcoming trips”. What’s the point of an “upcoming trips” widget that doesn’t show you’re upcoming trips? Also, to other reviewers: this is a place to REVIEW THE APP! App developers have absolutely nothing to do with your flight or airport experience. Half of these reviews are useless because they are about flight experiences. There are other forums for those complaints. Don’t crowd this space with irrelevant reviews!

Service. The first experience I had was with the attendant calling the flight boarding options. It has been 16 years since I flew, and so I ask her for clarification on what pre-checking baggage meant. She rolled her eyes and looked at me as if I was an idiot, and I explained that I haven’t traveled in a while and wanted to clarify what she announced. She stated, “do you want to check your bag, or not?” I asked for clarification again, and she repeated the question in the same manner. I then showed her my computer bag and repeated my concern. She said the same question and I said I would like to keep it with me, and she said “well keep it.” Then the boarding call for veterans was announced, but the attendant was not exactly friendly but not rude either. Upon boarding, I was assigned a seat next to a severely overweight person who hung over my side making my flight horribly uncomfortable. American is not the airline that I will choose next time for my business trip or refer at my veteran meetings. Also, there was minimal explanation for what to expect with baggage claim.

They Left my gate checked bags in the terminal. This weeks travel with American has been awful. When I arrived in Springfield waited 30 minutes for my ‘ gate checked bag’. When leaving on the way back to Chicago they did not put 4 ‘gate checked bags’ onto the plane. Once arriving in Chicago the American attendants at the gate then took the baggage claim tickets from the 4 lucky people who did not get their bag put on the plane, and mixed them up. Had we not all gone to the American customer service desk where Franco the customer service rep, called the Springfield airport so we could match up the claim tickets to the right bag. My bag will supposedly arrive tomorrow in Lincoln Ne. I arrive in Lincoln at 10pm where I will still have to make a baggage claim complaint, just what I want to at 10:30 at night after working all week in another city. Thanks American, I may consider taking the train next time for my connecting flight to Springfield, much more comfortable and at least my carry on will stay with me.

Most intuitive and frictionless mobile app. I am a software guy, and the way that this mobile app flows and seamlessly connects your data is very impressive. The entire process is frictionless. - No more scouring emails, text, photos, or websites to confirm any of your travel data. Just open the app or use it's push notifications. - Traveling internationally they often want to see my name associated with the travel and or return travel and screenshots from the website or receipt would take multiple photos and there is no guarantee that you have internet signal internationally. One screenshot from the app solves the problem this problem, but most of the time, the app still opens for me and shows me my flight offline. The only complaint I have, which is more of a ask for future improvement is that I have not been able to see my travel credit inside of the app. This would be a significant enhancement to include the travel credit inside of the wallet. The AA mobile app, coupled with Verifly for international travel is incredible. I would book my hotels and other travel through your app if it was this seamless.

Very dissatisfied. I have been loyal to AA for several years. I am also an Advantage card member. Most of the time we have a mutually beneficial business relationship. Not today. Your leadership team should be embarrassed in the way it is currently handling your company, your staff, and your customers. I have traveled 12 hrs today and I am sleeping in the Las Vegas airport not even halfway to my destination of Philadelphia. I’ve had two flights cancelled and rerouted to two different airports to be someone else’s problem. The leadership of the company did not even empower their front line workers to offer food or hotel vouchers. Instead the changes were blamed on the weather. Which is the way American Airlines has chosen to skirt the issues they are having and allow entry level and customer service employees face the wrath of the angry public. As I said, I have been loyal to AA and you, for the most part, have been kind and fair to me until today. I don’t feel this message will receive a response, although it warrants one, but again I say to the leadership of American Airlines - this is shameful behavior and you should be embarrassed. Regards, Tommie Van Fossen

Run!!!’n. I have had more trouble with American Airlines!! My flight , that I booked several months in advance has been incredibly stressful. I normally fly with Delta, but I booked with AA because my sister chose this airline. Wow! What a huge mistake! My flight was supposed to leave Austin at 12:15. Our first delay set us back to 3:15 . Unfortunately, that meant that I would miss my connecting flight to Rome, from Dallas. I stood in line and attempted to get on my Dallas flight, with no success. I was given a new flight, that would get me into Rome at 3:15, instead of 9:15. Well, lost a day in Rome, plus my sister arrived at 7:30, and would have to sit in baggage and wait for me. Oh! It gets worse! Now, my flight changed again, and now I leave Austin after 7 pm! I now fly to Dallas , and then Heathrow, in London, and fly from London to Rome. Now my flight straight to Rome from Dallas is out of the picture. I get to make, yet another stop in London. All in all, I’m now arriving in Rome in the evening; a whole day of my trip wasted! To make it really annoying, American Airlines has changed my seats! I paid extra for better seats, and I’m now given economy seats! No one bothered to give me the seat that I paid for! I will NEVER fly or recommend American Airlines again. Total confusion! Maybe the CEOs should take helpful hints from Delta, Debra Webb

Ms B. It’s hard to believe that you could make an attempt to have a connection and have 50 minutes for the connection on paper but due to the incompetence of the airport you would be left with 10 minutes to go 17 gates. That happened on April 19 in today’s interesting game is this trying to get out of Bangor to DC to Charlotte. Due to some unforeseen health related issue with someone I’ve entire flight was canceled I’m going to supposedly make it into DC and I got no suitcase. Now tell me how do you expect anybody to feel like that’s reasonable even if you’re staying in a hotel without a suitcase that’s that’s just not feasible. So now I’m waiting for it after I should be home in my home I’m waiting in DC losing out a days pay tomorrow while I’m playing games trying to get a suitcase just to change my clothes for tomorrow before I hop on the plane in the morning. I’m just telling you I’m not a person to be treated this way I understand that things aren’t always perfect but this double dipping trip with problems are not on both ends is challenging.

DO NOT CHECK IN IN THE APP!!. I was in Denver when I was about to check in for our flight home to PR next day. I went to check in as usual and the app CRASHED. So I tried to do it on the website. To my surprise, all our flights (3 connecting for 3 people) had been removed from my reservation. Took 3 hours to finally get someone over customer service. But before she could help me; her call got dropped. Next 3 1/2 hours I was once again trying to reach someone. By this time our original flight was in less than 8 hours. The second lady that helped me (don’t remember her name), took my phone number and stayed with me until she found the solution. For someone like me who suffers from severe depression, anxiety, And sleep disorder; this experience has been traumatic. I will not be traveling with AA any time soon. I could not sleep for 2 days, literally took me more than 24 hours to fix something American Airlines did. The day of our trip, our flights were ALL DELAYED. First one due to weather and the other 2 due to mechanical problems.

App and Website issues. I have been unable to get a seat assignment for my US and international segments via the app or website for past several days. The reservation call center has very long wait times so it is not a good option. Being able to choose seats when I am flying for 20+ hours on multiple flight segments is a make or break customer service issue. I fly internationally frequently but generally not American Airlines. Between (1) not getting to choose my seats easily and (2) frequent flyer miles not being awarded (this is my return flight) despite having a frequent flier number and logging into said app to check in on my out bound flights which is annoying, I’m not feeling the love for American Airlines at the moment. American Airlines entered my “absolutely will not fly on ever again” list, but it doesn’t look encouraging at this point. I am looking to this flight about as much as I would be for an impending dental appointment for a crown or something- ugh! Not feeling the love American Airlines, not feeling the love.

Hmmm... I don’t understand so many of these reviews complaining about so many things that I’ve 100% been able to do on this app. I can load all the boarding passes for connections on my trips (you do have to add each individual one to your wallet, but that’s not hard). The app is fairly up to date with my flight info usually. I can check in to my flights through it. I never have to look up my trips with record locators (I do always book my flights through the app though, so maybe that’s why). I love that it tracks my checked luggage, fairly accurately too. I can’t speak to the in flight entertainment, I never bother to use it. If the plane doesn’t have in seat screens, I just use my Kindle or Surface Pro to watch downloaded Netflix or Prime Video stuff. I travel frequently, almost always on AA, and it has made traveling easier for me.

perfect!. this app is my life saver! it makes things so so easy!! i love flying with American Airlines, if you do then definitely get this app. i fly every month and being able to have everything on my phone is so helpful. you can have multiple flights on the app to have information of. you don't need wifi to get on the app like the website!! incase something happens to your boarding pass its all on your phone!! i am maybe a little too enthusiastic about this app but i really love it. if you are flying you NEED this app. it also give you maps of what airports you will be at so you know where to go. and you can change your seat any time until boarding pretty much. i will always choose to fly with AA they have always been good to me and i have amazing flights!!

Carry on bags. I traveled for the first time on American Airlines this week. It was fairly comfortable, the people were decently nice, and the ride was smooth. The inciting incident which will make this my last trip on American Airlines is that the carry on bag I have used for about 10 years and never had any issues with was all of a sudden “over-sized” and I was told to pay $30 and check it before we boarded. I flew from Portland to DC to Cincinnati without an issue three days ago, and today I made it from Cincinnati to Philadelphia, but getting on my last plane of the trip I was told to do this. I have in the past measured this bag to be sure it meets the requirements for carry on bag when flying on different airlines which I did before this trip and it still met the size criteria for a carry on with American. Unfortunately, the personnel were quite rude when I tried to explain this to them. Now unfortunately, I cannot give my business to them.

AVOID THEM!. I promise I will NEVER book with American Airlines again and I would very much advise everyone to stay clear from this company. I had a flight to Miami from Boston and that flight was extremely overbooked to the point that they had people sitting next to eachother in 3 seats . I had to sit IN BETWEEN two people in the middle of a pandemic. I couldn’t even move my arms without touching the other person’s . It was terrible. There’s absolutely no social distancing protocols on this airline . If you know you overbooked why not get a second plane ? Also have to mention the fact that I missed my flight going back because the lady said I can only have two carry ons(I had a small suitcase, the mini bag that comes with my suitcase and a backpack) I always carry those on on all flights I take( I usually always book with JetBlue and never had this problem) so I ended up having to pay $30 for a checked bag which was very upsetting . Bottom line this is one of the worst airlines companies and I wouldn’t waste my time booking with them again.

First class, not what you expected!. Make sure your in the first few rows I don’t usually pay to upgrade to first class and there’s only 20 seats however because I was in row five I was the last person to get service. Essentials I wasn’t in first class but second class. Let me explain, when dinner was served there were two options chicken or pasta by the time the attendant came to take my order there was only one option chicken. Everyone in the first three rows got rolls with their dinner except row 5. When we asked they promptly brought out rolls, multi grain only which were as tough as shoe leather. Keep in mind all the other first class passengers had a choice of rolls that were fresh and warm. Lastly, all first class passengers had a choice of ice cream or cheese plate except me. When they arrived at row five they asked if we wanted ice cream. When I declined and asked for cheese I was told they were out. There isn’t any consistency between first class row one and row five. I use another airline when traveling from West Palm to San Diego

Bad bad and worse. The app is very hard to use the delta app is much better the flight attendant are rude and lazy terrible service and the app is so glitchy. American is my last choice for flying. They always forget to bring the snack cart. Me and my family were in the terminal then we realized I was far apart from the rest of my family they were to lazy to do anything about it the seats were main cabin when we paid for business. When we were going back to Orlando from Dallas I smelt something very bad on the plane and I threw up. when we got to Charlotte I got a new shirt. for our suppose 1 hour layover which turned into a 14 hour layover we were supposed to take off at 11:00 am we ended up taking off at 12:20 am the next day and landed at 3 am then we had to drive to pompano beach so we didint get home until 7 am we were awake the whole night literally the whole night if I could rate this airline negative 5 stars I would.

Do not use to rebook for delayed flights!!!!. I encountered bad weather and my flight was delayed. The app indicated that I was rebooked and confirmed on another flight. So far, so good. It showed other options which I selected and was confirmed on a faster way home. Nice. However, the app now showed that I was confirmed on multiple flights home but no seat assignments. That was confusing! I went to the gate and waited over an well an hour to get a seat assignment only to find that out that I would not get one. The service desks were closed so I walked around until I found an approachable gate agent to help. My luggage arrived home 4 hours before I did. Could I have traveled on the same flight as my luggage? Not sure. What needs fixed: 1. Allow users to see seat maps when rebooking. 2. Do not allow multiple confirmations. 3. Assign seats. 4. Give the user warnings if they are may be selecting a bad choice, such as a next day flight or an over booked flight. 5. Help users get to a agent when needed.

So bad I’m canceling my AA credit card too. I have 100,702 air miles on a citi AA credit card. To use these citi sends me over to the AA app. Well I’m not being given any options to use my air miles, only option is to pay. I called the customer care line it advised a 4 hour wait so I set up the call back. 6 hours later 12am they call me back. The lady has to transfer me to another department. I’m on hold waiting for the other person to come on the line for 15 mins at 12am. I got frustrated and I absolutely am canceling my citi American Airlines credit card. I have such a bad taste in my mouth from the experience, I don’t even want to fly on the airline as a result. Unfortunately, American Airlines, has a hub at the location and flys direct to my destination. I have set up 6 trips for the first 4 months of this year through chase rewards and Amex rewards. After my experience with AA app and it’s associated “customer service”, I will be using AA’s competitors for my travel needs. I had really good experiences with delta and southwest