Review Time
American Airlines – Saint Kitts (AA3084, Feb 27, 2026)
Paid over $100 for seat assignments so my wife and I could sit together on an international flight. We were not seated together.
When we politely asked gate agents (T. Caines and Ms. Boward) if anything could be done, we were dismissed with “the flight is full.” No effort. No system check. No attempt to assist. When I asked if they could identify passengers who might switch, I was told that information was “classified” and essentially told to walk the plane myself and ask strangers.
The issue wasn’t a full flight — it was attitude and indifference.
Add in a delay for “operational issues,” over $140 in baggage fees, and inconsistent policy enforcement regarding checked electronics.
Customer Relations responded with a $50 future flight credit. That tells you everything you need to know about how they value accountability.
If you pay extra for seats on American Airlines, understand that it does not guarantee service — and if something goes wrong, don’t expect meaningful resolution.
At the exact time my plane was supposed to board they delayed the flight over 10 hrs. The whole staff and customer service was rude unfriendly and didn’t try to help anyone. They basically said there is nothing you can do about it. They were awful. Their own pilots sat near me and were talking about how bad the airline is. I give them zero stars. They ruined what should have been a beautiful weekend with my wife. They are creating very bad karma when they treat their customers like this. Don’t fly with them. You will regret it. I definitely did.
Our flight was delayed multiple times and then cancelled due to lack of flight attendants. We scrambled and booked a Delta flight for the next morning (had a cruise ship to catch). When we went to retrieve our luggage, it wasn't waiting on a carousel; that would have made too much sense. So we stood in line for over 2 hours only to be told it would be down soon (this was at 1030PM); at 5AM we still did not have all of our luggage. We did make it to the cruise ship and our luggage was sitting in San Diego when we arrived. We lost the evening & hotel that we had booked in San Diego and were up for almost 40 hours; all because of AA staffing failures.
I am writing to formally document a serious service failure that occurred during my recent trip, which was intended to celebrate my wife’s 50th birthday. What should have been a meaningful and memorable experience instead became stressful and disappointing due to the handling of our seating arrangements.
Six minutes before boarding, my confirmed seat was involuntarily downgraded without warning. I had specifically paid a premium fare—nearly $6,000 for this trip—so that my wife and I could sit together for this special occasion. Instead, we were separated at the last possible moment, and a complete stranger was placed next to her. This was not only upsetting, but also completely avoidable.
At the gate, I was told that my seat had been reassassigned to accommodate a training captain. However, once onboard, the person occupying my original seat was not the individual I was told about. This inconsistency raises serious concerns about transparency, accuracy, and customer care.
The situation was handled in a rushed and dismissive manner. No proactive effort was made to resolve the issue, offer meaningful alternatives, or acknowledge the significance of the occasion. The experience left both of us feeling undervalued as customers and undermined our confidence in American Airlines.
While I have since been offered a $500 credit, this does not adequately reflect the premium fare paid, the involuntary downgrade, the separation from my spouse, or the emotional impact of disrupting a milestone birthday celebration.
I am requesting:
A full explanation of why this reassignment occurred.
A review of the incorrect information provided at the gate.
A reassessment of the compensation offered, taking into account the value of the ticket and the circumstances.
Assurance that this type of situation will be addressed to prevent similar experiences for other customers.
I would prefer to resolve this matter directly and professionally. However, I am prepared to escalate the issue if necessary. I look forward to your prompt response and a fair resolution.
Thank you for your great customer service to Pablo and Britney for making a horrible experience a little easier to digest. You are the reason this airline survives.
Sincerely,
Would not recommend. On a 14 hour flight from Doha to Philadelphia we paid extra for premium economy only to be kept awake by a very inconsiderate stewardess. She talked for 6 hours to a passenger in the galley. She was so loud the earplugs didn't block her voice and she continued talking after we asked her to keep it down
Believe the reviews and avoid flying with this airline. It’s a complete mess-rude staff, poor operations, and zero customer support. Flights get canceled and you’re left to figure everything out on your own, paying out of pocket for food, hotels, and transportation.
I was scheduled to fly from ORD to Boston on the 25th. The first cancellation due to weather was understandable. However, I was rebooked on a late evening flight the next day, which was also canceled. When I went to customer service, I waited nearly two hours in line, only to be met by an extremely rude and unhelpful employee who barely acknowledged passengers.
There were only three employees trying to handle over 200 passengers, and while they clearly looked exhausted, that’s not an excuse for the lack of communication or basic courtesy. This level of chaos could have been avoided with better preparation and crisis management-especially since other airlines were operating just fine.
Worst airline experience I’ve had. Never flying with them again.
incompetence. unreliable liars .that is what AA represents. for a airline like AA to represent the most so called advanced country in the world is a total joke . World cup folks beware stay away from this airline . The consolidation of airlines and the monopolistic way things are becoming . just goes to show you what it breeds incompetence.
We took an American Airlines flight and had our carry-ons with us when we boarded. The flight attendant took them from us while INSIDE the craft. He did not give us a receipt, he said we know where you are sitting, that is enough. At the end of our flight, our bags were missing and it took 4 days to get them back - and much stress - and they were scratched, filthy and looked like they were taken out of the garbage. No one wants to talk to you at American Airlines. I kept trying until I got to someone. Central baggage claim specialists, Jody Hopper and Asha Bobb told me it was normal wear and tear. That is an outrage and I am embarrassed to use the luggages anymore, they are that bad. VERY disappointed in the decision and very poor resolution to an issue THEY created.
It was our third and last flight from our huge trip. But AA made this trip awful. They canceled our night flight and gave us next morning flight with a stop and instead of to be in Miami early morning we have to arrive at 11 pm night. Also they have a great excuse like a weather, and they are use this always not to provide hotel, food , transfer
Unfortunately there are no punishments for airlines and they feel free to do anything they want
If I could give them a negative 200 stars I would. WORST EXPERIENCE EVER!!! My initial flight was delayed 3x then cancelled, then my 2nd flight was delayed then cancelled. Their security people act like they hate their lives and the customers have to put up with their juvenile attitudes. They took a bunch of my stuff away because they weren't allowed and then they lost my boarding pass. I tried going to a service desk and no one was anywhere to be seen. They wouldn't retrieve my checked baggage. Just said that they couldn't get to it and took my number. Lord knows where it is!! No kind of compensation was offered for their short comings. I can't fly out the next day because I don't know where my suitcase is. Their ticket agents are fricken rude. I HATE this airline. I asked for my stuff they confiscated at security and they wouldn't return them. I saw them in a bin and they said they threw it away. Liars! They were rude to everyone and no higher ups hold them accountable. Awful experience. Never using them again. It remains to be seen if I'll get my money back for my return flight I wasn't able to even use, or my $40 I paid for my (lost) checked bag OR my stuff they took at security. Their staff consists of embicles with NO manners or consideration for their customers.
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