Ice storm so bad in Kansas City that all flights were grounded. My comment is about the total chaos at the American Airlines passenger gate. At about 7:30am, we boarded the plane, but then were told we had to get off the plane. We waited in the passenger area for the American Airlines staff to tell us what was happening. About 9:30, the women at the passenger gate told us to retrieve our luggage from baggage claim because the flight was cancelled. While I stayed with our carry-on luggage and called American Airlines to reschedule our flight from Kansas City to Dallas Ft. Worth to book the plane to Maui on the next day, my husband went to baggage claim. The AA representative on the toll-free number said that our flight was NOT cancelled, just delayed. I told her that the women at the gate told us to get our luggage, no flight today. She put me on Hold. My husband returned about 25 minutes later and said that the baggage claim attendants said that no luggage was coming off of our flight; that we should return to the gate and wait for the flight. We returned to the passenger gate for flight 1261 to Dallas and the women told us that no 1261 was leaving that day. I was still talking to the AA representative on the toll-free number. I asked her if she would tell the women at the gate that no luggage was coming off the plane. But by that time, other passengers returned to tell her she was mistaken. It took another hour before we were told we would be able to depart Kansas City that day.

Now I know it was a terrible ice storm. No one is at fault for the delay in flight or the cancelling of flights, but the chaos at the passenger gate was ridiculous. Those women didn't have a clue what was happening. They told the passengers to leave. I know that many did leave out of frustration and not knowing the true circumstances of that flight. The woman on the toll-free number stuck with me. At one time she put me on hold which lasted about 20 minutes, but she returned to assure me that my flight would get out of Kansas City. She helped me get on the plane to Maui for the following day. American Airlines has fallen greatly in my regard. In the future, I will shop around for a more customer centered airline.

Flew from Spokane to Phoenix for a vacation and service was excellent. Direct flight so no layover in Seattle or other airport which was great considering the virus problem being encountered these days. Less chance of crowds.

Our flight (plane) from DFW was excellent- nicely upgraded seats and technologies along with nice service. But, headed back to DFW was on the otherside of the spectrum - older plane and not so stellar service. This may be due to Health concerns and the limited options. However, the flight to west coast are consistently good on both to/from DFW.
Anyone else noticed that as well? Thanks AA.

I spent the money and would have been better off on another airline. Folks, we live in crazy times with coranavirus in the air. I paid for the first class seat so I may be a little safer on a packed flight. What was surprising was the passenger treatment in the first class cabin and the overall quality of the aircraft. The flight attendants seemed on edge, i suppose we all are. The plane did not seem clean and the 1st Class cabin was very tight (more so that say an exit row on the same plane) . In the end be aware of what you're paying for. In this case I payed for 1st class to be treated like a 2nd class citizen.

We flew basic economy, round trip, Philadelphia/Orlando in January 2020. We found a great value in booking 2 seats, and used miles for the third seat. Both flights, American 688 from PHL, and American 1848 to Orlando were on time, flight attendants were friendly.

Basic economy seats require seat assignment either at the airport, or 24 hours before flight time. On the return flight, we were all in the same row, and two of us were seated together.

No complaints! And overall, we American accommodating, and often running on time.