I am giving the review based on our flight from DFW to SJO on January 4 (flight #AA2855). Our flight was supposed to depart Dallas at 5:09 pm and didn’t end up leaving until after 10:00pm. Delays are understandable, the lack of communication and complete disrespect from the staff is unacceptable. We were given multiple excuses as to why we were delayed: two passengers got sick and had to wait an hour for a clean up crew, then there were delays getting those passengers luggage off the plane, finally there where mechanical problems. We sat on the plane for close to four hours with inconsistent and infrequent communication from any of the staff. We were receiving text/email updates regarding the delay before receiving anything from the crew. We sat and watched first class continue to receive service but couldn’t even get a glass of water in economy. Obviously people were aggravated and stressed out. I thought the role of the flight attendants was supposed to be to diffuse bad situations but they did the exact opposite. Particularly one flight attendant in particular, who yelled at multiple passengers for just asking questions. Dismissing them and saying “like I’ve said multiple times, we know as much as you.” One passenger even started to have a panic attack and she yelled at her to just “get off the plane.” I will never, ever book with AA again based solely on the horrible customer service of the crew.

Let me start by saying this was for a school trip, so I didn't have to do the ticket buying myself, so I don't know what that's like. My check in was smooth and the plane was on time. My only problem were that the seats were super uncomfortable, but that's only because I got a middle seat, on the way back I had a window seat and it was nice. But I tried to sleep for 6 hours and didn't get a single second of sleep. The entertainment was good and the food was delicious. Had a great time in London too. It's my only time flying across the Atlantic so I don't really have anything to compare it to.

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!