They mostly choose who gets treated like a human being. Customer service and company accountability is at a low.

I was scheduled to take a 6:00 AM flight out of Boston to Wash DC, and around 6:20 AM, I received an email alert that the flight was delayed and three more alerts that the flight was delayed. However, according to the gate attendant, the flight was canceled.

There were about 80 folks on the plane, and the weather was perfect. It took me about 1 hour to rebook on a Jet Blue flight - 9:00 AM. I missed an important meeting in DC, didn't get points, and my bags were misplaced.

I understand things happen, but this was a 45 minutes flight, and they turned this into a whole day ordeal. The indifference to the customer is simply amazing.

We had booked a birthday flight to Munich and after 4,5 hours of delay, our flight got cancelled. Headded to the service desk and they put us on the next day flight, but downgraded us to economy seats. Now we have to stay at a terrible hotel, rent a car (because we missed our shuttle) and miss a day with our friends. All that is understandable, but to downgrade us is unacceptable. I paid for those seats and service and I can’t believe that after all that money, I have to sit in the back with no service, drinks, food, or any of that. Good job American!

The crew was really unprofessional, they insulted us and took our carry ons, with still available space on the airplane, super bad experience.

AA is the worst airline in America. The customer service is awful, they are trained to treat you so badly that you give up. They are patronizing, condescending and talk to you as if they are doing you a favor for taking you places… even though you pay the same $$$ as a premium airline. The AA flights are worst than some of the $49 flights that I’ve taken in my life. If you use the customer service chat it’s all bots going round and round. Phone service will keep you on hold for HOURS, literally.
They cancel flights constantly for no reason and blame the weather even when it’s bright blue skies. They will rebook you on the next available flight that’s 2 days away and are very “sorry” about. Gate agents? Oh, they are a special group of people ready to make you feel stupid for anything at anytime. During the flight, press the button, the flight attendants will never come. They’ll loose your bag and then act super annoyed if you try to get it back. It doesn’t matter how nice you act, how many times you say “please and thank you”.
I always speak in a respectful, non-confrontational manner, and their attitude is ALWAYS “that’s too bad, nobody cares though!” - So, if you want to start or end your trip like that…. You’ve been warned :)