We flew from Charlotte to San Jose, Costa Rica in Jan. this year. Very nice flight. ON-time. FA very attentive. In-Flight entertainment available with movie screen in seat. No complaints.

Sunday our MBJ to CLT flight landed on time but we were stuck on the tarmac for about 20 minutes. Then when we got to the gate it was blocked by some equipment according to the captan So we were late. BUT it takes more time than normal to get your bags after a flight from Jamaica. Did not get our bags till 11 minutes AFTER our connecting flight had started boarding. We still had to exit through Customs, turn our bags in for connecting flight, go upstairs, go through TSA and get to the end of concourse C. Boarding had closed before we could get there.
This delay was not due to weather but due to poor scheduling on AA part. Customer service "seemed" to be helpful and got us on a flight to Akron/Canton (50 miles from CLE. That flight was also late because there was no crew available. Eventually, we got to Akron but our car was in CLE. I decided to get a cab to our home (25 mi from Akron airport and drove to CLE the next morning to get our car. Our bags did not all arrive till Tuesday. Tried turning our expenses per instructions from Customer Service in CLT but were told that since we accepted a flight to Akron all the costs were on us. I am Gold for life as a "Million Miler" customer. If this is how I am treated I feel sorry for the average person.

Flight leaving SDF was delayed because parked planes were blocking us from leaving gate, total delay of over 1 hour. Several of us then missed connecting flight to Antigua, and none were scheduled for rest of day so we were stuck overnight n Miami. AA customer service agents were terribly rude, unempathetic, and un helpful. The delay was coded in system as weather, and they would not listen to any passengers that they was not the cause. We were not given any vouchers for hotel or food. When asked for suggestions for hotels, was told to leave terminal and google local hotels. Really rude and unprofessional. The agent at AA Eagle was even worse. Contacting AA via web hasn’t been helpful.

AA needs to focus on customer service. Until they make it a priority, find another airline!

I was impressed by this last trip on American - it seems they're trying to improve their service, and they don't charge fees to check surfboards (it's a normal checked bag fee) - which goes a long way. The only thing I didn't like is the number of boarding groups seems excessive, and it took quite a while to board.

I had a connecting flight from Milwaukee to Chicago and then on to DCA. My flight was supposed to arrive at the gate on time in Milwaukee, but the plane that was supposed to leave before ours had a mechanical problem and was delayed leaving about 1.5 hours before my flight. Instead of quickly moving my flight to the vacant gate next to ours when American realized the problem, they waited until over an hour AFTER my flight was supposed to leave to move the flight to the gate that was vacant the whole time. Once in the air, things went smoothly until we tried to land in Chicago and had a near-miss collision with another plane. The captain told us we were making our final decent and then suddenly the plane launched up. A few minutes later the captain came on with a not-so-assuring message that we almost collided with another plane but not to worry *long pause* it was safe. Not a great way to feel as we tried to make our second approach at landing. By the time we landed, I had just missed my connecting flight by 20 minutes and there were no more flights until the next day. The attendant at the gate made us wander through the airport to another terminal to find customer service where there was a 50 person line of people waiting to change their reservations due to my entire plane needing new connecting flights since no one was actually going from Milwaukee to Chicago (a relatively short drive). The customer service staff was extremely unapologetic. They didn’t care that we were now stranded for the night, almost died on the plane, or had to wait for over an hour on their line. When I finally got to the customer service agent, they told me here’s a new flight tomorrow and there’s nothing we can do about your 12 hours until the flight. Here’s a discount hotel website you can go to at your own expense. No “sorry” about this, no offer to pay for the hotel due to their mistake with changing the gates, not even a bottle of water. American couldn’t care less. For comparison, when I was delayed just 2 hours on a Delta flight, they at least were super apologetic and gave out free snacks, water, and playing cards at the gate for us, and that was not even a bad situation like this American debacle was. I tried reaching out to customer service twice after the trip and they refused to pay for the hotel, provide any sort of credit, or do anything about the situation. They blamed it on the weather (which really wouldn’t have been an issue if they had just moved my flight when the mechanical problems on the other plane started) and didn’t even offer any sort of apology compensation. The flight was delayed 115 minutes, and only 45 were due to weather (de-icing on the tarmac). The hotel I stayed in that night even cared more about the situation than American did and was apologetic. At the end of the day, if they had just treated me like a human being and taken responsibility by acknowledging the crappy situation they caused, it wouldn’t have been as big of a deal to have to get a hotel at my own expense. You’re just another number to American. And their pilots with their unsafe flying practices think that too. Not flying with them again.