American Airlines 4+

I had great service going to Boston. Crew was very courteous. People at the American check in were awesome. My trip from Boston to Charlotte was fantastic!! I had to use a wheelchair coming home. Multiple people were waiting with wheelchairs in Charlotte. Took me where I was going to eat, put me in the front of the line. That lady went above and beyond!! When I got off the plane in Memphis, no one was there with any wheelchair. I did not ask for one to be there when I landed. I asked the agent if someone could come get me in a wheelchair chair. She said someone else had asked for one and it would be a while before someone could come get me. She never said another word to me. My granddaughter found a wheelchair but she said we couldn’t use it. No one one who got off my plane got into a wheelchair. I sat there until everyone got off. We were at the very last gate and I had to go to baggage claim. I waited awhile and decided to try walking. I made it to Gate 9. Finally a security officer called someone who came and took me to baggage claim. I was very disappointed with the way I was treated by that American agent at Gate 21. I feel she needs some additional training on common courtesy. 69 year old female recovering from 2 knee replacements who took 5 family members with her on the plane trip!!! 😳👠

I’m going to try and keep this app review unbiased, because of my last 20 (yes, twenty) flights with American Airlines, not a single one has been on time, and multiple have been flat out canceled. But for this new adventure with AA, it was a technological glitch that led to disaster. Yesterday, I checked in for my flight (which I know because I explicitly remember choosing my seat and being bummed about a middle seat). Today, I arrived at the airport two hours early, went through TSA with no problem, no problem showed on my app, so I thought I was all set. But when I went to board, I realized the app didn’t have my boarding pass. I tried to go get it printed at the front, but they very rudely told me to wait in line (which was the standby line, FYI). 30 minutes later, when the line was finally done, they told me I WASN’T checked in and it was too late, there were no seats. Probably because they’d given it to the standby people in front of me. So, 1) the app needs to SAY something when you aren’t checked in. This is a usability thing - not a single warning message to say I’m not checked in. 2) not app related but I’m going to say it anyways, if you read all the way to the end of this review then take it from an AA regular - do NOT EVER take American Airlines again. It’s a real
bummer because they have some convenient flights from my location, but I will now be paying whatever extra cost I have to at another airline in order to avoid AA. 20+ chances was too many.

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.