I shared my disappointment about our trip on American Airlines to Aruba earlier, but our return trip was very good…until the end. Had excellent service from Aruba to Charlotte, the flight attendant, Leslie, was extremely helpful and provided a pleasant experience. When we landed in Charlotte we had a four-hour layover before our next flight, however, we noticed that there was an earlier flight departing in two hours, thus saving us two hours of waiting. We inquired with AA customer service desk knowing that we had full price tickets and thought we might be able to switch flights. The Charlotte CSR was quite friendly and said she would try to switch our luggage to the earlier flight, noting that we could NOT fly without our checked luggage. After several key strokes on her computer, we were told we were out of luck. Hopefully, she really did try! We were fine, no complaints, knowing that it’s a TSA rule about the luggage and we had planned to hunker down for the long delay anyways.

However, the real disappointment occurred when we reached Richmond. First, we waited 45 minutes at Midnight for our luggage to start arriving on the carousel, which made no sense whatsoever; since we were the only plane at the time (Miami arrived later). We quickly secured one bag, but my spouse's bag had not arrived. We spent another 10 minutes waiting and were directed to another carousel where more bags arrived, but not ours. My spouse went into the AA office to report the missing bag and low and behold, there was his bag! It had flown solo on the earlier flight we tried to get on. So, AA will let the luggage fly w/o the passenger, but not the passenger w/o the luggage. Really?

Everytime we depart Lima Peru American Airlines had the most rudest and non friendly personnel. They act like they are doing you a favor checking you in, ITS YOUR JOB!!! No eye contact, God forgive if you ask to be seated in a different spot, the eye rolling begins. Same at the boarding process the women act militant no smiles non friendly personnel. Defenatly not the way you want to board a plane on 6 hr. flight

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.