My husband and I fly regularly around the country and occasionally internationally. We often take our family of six on adventures in the summer and for the holidays. We commute for my husband's business regularly and are seasoned travelers. I feel the need to preface my review with this information so that readers know where I'm coming from. After two weeks in Albuquerque, on Jan 2, our family of six was flying back East on American. A snowstorm hit Albuquerque and Dallas, and the evening before our flight we got a phone call that it was canceled. I was very thankful for getting this information prior to arriving at the airport the next morning, and American was able to rebook us the following day on the exact same flights. Weather delays and issues arise, and as regular travelers, we understand this. My husband, four children, and I arrived at the Albuquerque airport about 20 minutes before 5 AM for our flight to Dallas that was at 6:45 (we like to hit security about an hour before our flight). There was already a very long line of about 150 people waiting to be checked in. Almost all of the kiosks were broken and not working and the ones that were working would not process our tickets because of the prior day's last minute flight changes from the airline. Our kiosk actually asked for us to get a worker to help us process our tickets at the kiosk, and when I asked the woman checking in kiosk bags if we should wait for her to help us, or if we should get in the line she started yelling at us to get on a different kiosk, that they don't all work out it wasn't her fault. I think they were maybe three working kiosks at that point. Only 2 workers were checking in standard tickets, one was doing first class only (and mostly standing doing nothing), and another was checking bags from the few who got the kiosks to work. After waiting in the line for over 2 hours, as we approached the front of the line, one of the desk workers began yelling at the crowd that it was our fault that we had missed our flights and we should have been there hours earlier. My husband responded and told her the crowd had not all missed their flights because of being late but because of the inability of the airline to handle the delays. She began screaming that we should all know to arrive over 3hrs early for any flight, maybe recreational travelers such as us don't understand that. The crowd of now 250 people behind us yelled wow at her, she proceeded to turn to the security guard and make a comment about having my husband removed. Thankfully the guard shook his head no at her. She told us that it was all over the website that we needed to be there over three hours early. When looking at the website to verify, there was no mention of needing to be there 3hrs early for domestic flights, and nothing under the alert section either. I believe there were well over 300 people waiting in line to check in at one point. Once we got to the counter almost an hour after our flight time, we were refused ticketed seats for the six of us and put on standby rather than given new tickets because this was "our fault" for missing the flight. They also tried to make us pay $250 a ticket to get new flights because again it was "our fault" and not theirs. The six of us entered security at 7:40, (exited it less than 8 minutes later), after being at the airport almost exactly 3 hours. No other airlines at the ABQ airport had any kind of back up or delays processing their tickets that morning. This issue was isolated only with American airlines and even the security guards were visibly frustrated with the situation because of the masses of people like in the hallways, exit doors, and entire areas of the airport while waiting to check in. Our family will not be flying with American Airlines again, not because of delays or cancellations, or even the mechanical issues, but because of the ticket counter worker at the Albuquerque Airport. Someone needs to make a change.

I flew from SLC to Albuquerque on delta, then flew from Albuquerque to FTW on American Airlines. Nothing amazing or negative to report on the delta leg. As soon as it was time to board at Albuquerque they kept telling the passengers to hurry up and expedite the process - the sooner we left the sooner we arrive. I thought it was rude how they approached it, but didn't think much of it. However when I arrived in Dallas my bag wasnt there and I wasn't the only one. At the baggage claim service area the guy refused to help me because my flight originated with delta. I took the shuttle to the delta concourse and delta did try to help. Funny thing is they couldn't submit the lost bag ticket because I landed with AA. They called AA and then the guy was willing to help. The next day AA notified me that the bag was shipped in the morning, but that was the last I heard of it. I called and requested updates and they told me it was still in NM and they'll send the airport a message to ship it. I talked to them (me calling) every 3 to 4 hours per their.instruction and I got the same response. The next day at 6pm I finally talked to a rep who was willing to help. She had a floor search done at dfw. They found it! So, this whole time it was missing, it was actually already in Dallas. I did get my bag that night. AA refused to offer anything complimentary through the ordeal. Fortunately my mtg with my client went well without my nice dress clothes. I flew back on AA and they had the same rush mentality, though we were leaving early, at least they didn't lose my bag this time. Please ignore bad grammar as this was typed on my phone.

I came to Albuquerque NM for a work trip. On my last day here I received a emergency call from family saying my dad was rushed to the hospital because his organs were shutting down. I got to the airport immediately. American Airlines requires you to check in 30 minutes prior which is fine. But due to the last minute sudden news, I was 1 minute late. 1 MINUTE!!!! And they REFUSED to let me get the ticket. I was crying and explained what was going on. But they still refused. I will never use American Airlines again. My job has put a lot money into American Airlines to travel lots of people all over. But we will never use them again. I rather take a bus across the United States. I understand rules and policies. But as a manager, you must know when its okay to make an exception. But when your customer is crying and begging to get on because they dont want to be on the other side of the United States while there father is dying and all you have to say is "I'm sorry but your late and thats our policy", you shouldn't be the manager or in a position to make those decisions.

Terrible service. Provided my license to drop off a checked bag I’d already paid for. She tagged my bag for a different person with same last name and a different destination in the same state I’m going and gave me the boarding passes for someone else even though I said I had them on my phone. Only when I looked at the printed ones hours later did I see they were for someone else. Don’t know how you can screw that up when someone provides their license with their full name on it. Never spoke to me or confirmed where I was going which is how they normally operate. No apologies whatsoever and had a not-my-problem attitude. Sent to baggage services who were MUCH more kind and helpful. Friend flying out same day had flight cancelled and when she tried to book a new one she was asked to pay for it and was told that she had cancelled the flight, not the airline. This airline will gaslight you into thinking you’re the problem! Would be a lot less upset had someone just said we’re sorry for our mistake- just take some responsibility! Don’t shrug your shoulders! :(

I got to the airport at noon and waited for seven hours. First there was a problem with the plane, could have taken a different one but the airline kept pushing it out in 15 minute increments. Five hours later we all cheered and go on the plane, only to be told it had no gas and we had to wait our turn. We all crossed our fingers hopping we could make our connection in Phenix. Was told that if I ran, I still had a chance of connecting to the last plane out to San Diego. Exhausted, missed it and standing in line for 2.5 hrs. to find out there was nothing available for two days. Two days I waited in a hotel room. The hotel was brand new but it was in a neighborhood I would not dare to walk. No restaurants, no place to go. Stranded. With an expired taxi voucher and a voucher good for food only at the airport. I could go on and on with this horrible experience, But I will leave it at. I WILL NEVER FLY WITH AMERICAN AIRLINES.

I recently had to rebook a return domestic flight on American Airlines due to an immediate family member having a life threatening medical emergency; specifically, my mother who has final stage Alzheimer's, is on hospice, and for whom I have medical power of attorney. The airline rep confirmed the situation with the medical facility she was at. American still insisted on charging me $400 for moving my flight up so I could get home to direct my mother's care and/or be with her should the worst happen. I've changed flights on other airlines in the past, not involving any emergency I might add, and never been charged an extra dime. If you feel comfortable with a company that sees a situation like the one I described as an opportunity to gouge an extra $400 out of a previously good customer, then by all means, book with American.

Today's is the second time in 3 weeks that American Airlines kept changing our flight from Memphis to Dallas. We're 12 hours already in the airport and there's no sign that we'll be going home soon. American Airlines' lack of respect and consideration gets us. We're on a business trip, and they're playing around with our time and money (eating at the airport isn't cheap at all). It's hard to understand that such a big company doesn't provide the service we customers are paying for. Very disappointed.

Arrived at the airport 44 minutes before my flight. Was late because my Uber didn’t show up so I had to wait for another ride. The cutoff time is 45 minutes to check a bag prior to your flight and I was 1 minute late. Doesn’t help that I was in the priority line but they called the entire regular line before having me go up. Front desk was rude AF and said I should’ve been there 2 hours early if I wanted my bag on the plane and there were no exceptions because it’s not their fault I was late.

Terrible customer service. First they change flights making it impossible to catch our connections, then the wait for a customer service call back is an hour and a half, and then they just give the option of a refund or flights the next day. Really!!! Besides the agent was rude and unfriendly.

Check in went smoothly. We didn't see any problems with kiosks. Baggage check was also easy. No delays at 8am on a Monday. Based on this experience we would certainly use them again provided they have a good rate.

Horrible service. AA will not let me do seat assignments on a flight within Spain that AA sells. Waited 3 hours and then AA said to contact Iberia. I did, Iberia said that I must contact AA. ZERO stars

Staff was nice and friendly. My flights were delayed, had to sprint to by next flight with infents and children, stroller was miss placed, customer service does not answer in a proper time frame.

TRAIN WRECK!!! Unprofessional, I flew from Boston to Phoenix non stop and it arrived late? How do you fly everyday the same flight and arrive late? Especially with today's weather technology ?

I was trying to resolve a problem with customer service and the lady was rearranging my words making me aggravated and then she I asked for a supervisor and she hung up the phone on

You need to change the phone number listed for this site, it is going to my friends parents home number. Sent in numerous request for an edit. Change this now please!

They made me AND both my kids under 12 miss our flights because they FAILED TO INFORME US THEY SWITCHED GATES! TERRIBLE! !!

Never Not had problems Flying this horrible airline. Been at the airport all day. Vacation ruined. Should’ve booked SWA

Worst experiences with ticketing.. they make it so frustrating.. i will be avoiding this airline at all costs

Worst Airline I’ve ever experienced!! Everyone should stay away and choose a better airline to fly with.

Staff was friendly and helped navigate an airport I have never commuted through before.

They lie. They do not accommodate you. They do not care at all. Worst airline ever.

Sat on tarmac for 4 hrs in dfw. Poor service and attitudeds from flight crew

Horrible customer service, pathetic and disappointing.

It was ok they just need more kiosk that's all

Good flight terrible wifi entertainment.

Simply the worst. Fly Southwest.

Stick to United or Southwest.