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My return flights from the Caribbean on 1/26 got cancelled because of heavy snow. They sent me a message saying I'd get my money back automatically and not to stress about it. I've called AA multiple times trying to track down my refund that supposedly went through on 2/6, but nobody can tell me how much it was or which card ending it went to. This is infuriating because I had to drop $1400 out of pocket to get home, and I'm waiting to be reimbursed for my first class ticket that they promised would be refunded.

Steer clear of this airline. Let me tell you about my experience: I had a flight booked for Friday at 2:16pm but it got delayed indefinitely because of engine problems. They rescheduled me for 5am on Saturday morning. My family and I arrived at the airport at 3:30am to find nobody staffing the desk even though they had a 5am flight. When the crew showed up, it was total bedlam as everyone rushed to get their bags checked. At check-in, the agent actually told me to walk around the counter and place my own suitcases on the conveyor system. I wish I was joking. We got through TSA and headed to the gate only to hear that our flight was cancelled. Went back to customer service to get rebooked, this time through a connecting city. Even though I purchased three first class tickets, the plane we got assigned doesn't even have a first class section. The first leg took off at 7am and was filled with constant pitches to sign up for their branded credit card. It was tacky. Our layover was six hours long. At the departure gate for the next flight, wouldn't you know it, another indefinite maintenance delay. My holiday plans got ruined. I would've spent way less money and been a lot happier staying put. Unfortunately, this mirrors every time I've flown with them. I'm done with this carrier.

Don't bother with this airline. Here's what happened to me: My flight was supposed to leave Friday afternoon at 2:16pm but got held up indefinitely for maintenance work. They stuck me on a 5am Saturday flight instead. We showed up at 3:30am and there wasn't a single person working even though they knew a 5am departure was happening. When staff finally arrived, it turned into complete chaos with everyone scrambling to check bags. The ticket agent actually made me come around the counter and load my own luggage onto the belt myself. You can't make this stuff up. After checking in, we got in line for security and were told our flight got cancelled right at the gate. Back to the ticket counter for another rebooking through a different hub. I'd paid for three first class seats, but the aircraft doesn't even have first class cabins. The first leg left at 7am with an annoying never-ending pitch about their credit card offer. Then we had a six hour layover. When we finally got to the next gate, guess what? Another flight delayed indefinitely due to maintenance. My Easter trip went down the drain. I'd be happier and thousands of dollars richer if I'd just stayed home. This has been my typical experience with them. I'm finished.

Our Guatemala trip was cancelled last minute and we agreed to a travel credit, but only after a customer service rep explicitly stated that we'd have twelve months from our cancellation date to use it. This information turned out to be completely wrong. We went to rebook during what we thought was our window and learned that the credit actually expired twelve months from our original purchase. And even then, when we tried to rebook during that timeframe, we received contradictory information and were told we could only access part of the credit. Different representatives gave us different answers every single time, with nobody able to clarify the actual policy or honor what we'd been told initially. After spending countless hours on calls and chatting with representatives, we ended up abandoning the credit altogether. For a company this large, having unclear policies, no accountability, and poor customer service is unacceptable. We were given false information and given no path to resolution, which is just wrong. We strongly suggest exercising caution if accepting travel credit from this airline.

We had to cancel our flights to Guatemala due to unexpected reasons and were offered travel credit after being told clearly by a representative that it would be good for twelve months from when we cancelled. Turns out that was completely inaccurate. When we tried to book new flights within that period, we got told it actually expires a year from when we originally bought the ticket. Even worse, when we tried to use what remained, we kept getting different explanations and were eventually informed we could only apply part of it. Every time we spoke with someone, we got a different story, and nobody could explain the actual terms or stick to what they'd promised us. After spending hours calling and messaging back and forth, we had no choice but to just forget about using the credit. It's shocking that such a major airline doesn't have clear guidelines, takes accountability, or treats customers decently. Getting lied to and then denied help is completely wrong. We're really let down and think people should be careful about taking travel credit from this company.

Flying out of Rio airport? Get there early. They have zero sense of urgency. This can't function as a proper international airport. We waited over sixty minutes just to check our bags in because of terrible customer service. Absolutely ridiculous. Avoid this airline whenever you can. THEY SHOW NO CONCERN FOR CUSTOMERS!

When leaving from that Rio airport, I'd suggest arriving super early. There's basically no sense of urgency whatsoever. An international airport shouldn't operate like this. Our baggage check took longer than an hour because of their sluggish customer service approach. This is completely unacceptable. If at all possible, don't fly with this carrier. THEY CLEARLY DON'T GIVE A DAMN!

If you're catching a flight from that Rio airport, get there as early as you can. The staff moves at a snail's pace with zero urgency. This shouldn't even qualify as an international airport. We stood in line to check baggage for over an hour because they clearly don't care about keeping things moving. It's ridiculous how slow and indifferent they are. Honestly, skip this airline if you have any other option. THEY JUST DON'T CARE!

I was given incorrect details on when I needed to depart and they keep saying my ticket doesn't qualify for a refund. This is frustrating.

Got bad information about my departure time and now they're claiming the ticket I bought is non-refundable. They're messing with me.

They told me wrong information about when my flight was leaving and now they're just telling me the ticket isn't refundable. This is ridiculous.

My first class experience flying Dallas to London was pretty mediocre overall. The seating didn't feel comfortable at all and the service fell short of expectations. I asked for some water and they handed me a small bottle of purified water, which honestly was gross. Come on, this is first class without even decent spring water available! The food wasn't appetizing. I definitely won't be choosing their first class cabin again.

I booked first class from Dallas to the UK and left disappointed. The seats weren't particularly comfortable and the service didn't impress me. I requested water and received a small bottle of purified water that was genuinely unpleasant to drink. For a first class cabin, offering something other than decent spring water seems wrong. The food wasn't great either. I won't be booking first class with them another time.

I took a first class flight from Dallas to London and was let down in almost every way. The seating wasn't comfortable and the service was below average. When I asked for water, they brought out a small bottle of purified water which honestly tastes awful. This is first class and they can't even provide proper spring water? The meal options were disappointing too. There's no way I'm paying for first class with this airline again.

On time service and courteous team members.