I am currently an AAdvantage Platinum Pro member for American Airlines. I travel weekly for work and less frequently for leisure all through American. I have seen and more recently experienced the decline of what was a customer centered, reputable organization. Not keeping up with the comfort and technological updates that Delta and United are offering on their aircrafts, employing people like Wellington, a bag drop agent in Fort Lauderdale whose customer service is non-existent, paying their flight attendants as if they were living in 2012 and many other things I rather reserve to simply close this chapter, are some of the reasons why American Airlines have lost my business and respect as well as those around me.

I encourage senior leadership and C-Suite to start a book club and start with Jim Collin’s How the mighty fall. It may help you reflect on your decisions and possibly rethink what customer service is because at the moment you are giving it its worst meaning.

THE ABSOLUTE WORST EXPERIENCE IN MY LIFE‼️‼️ customer service ain’t worth two cents had a party of 6 heard one lady say she gave our seats away because she knew the party wouldn’t split up THEN when my sister and her friend and their husbands were able to book separate flights there was still nothing available. Me and my husband were on standby 6 separate times,we slept in the airport only to still not get a flight when I was booking with another carrier. They overbooked flights had everyone in there mad because they want to be greedy and take ppl money and when they can’t get on they send them to customer service or standby. I’ll never fly through them again…

Good god AA is at an all time low. 4 straight flights now delayed by 2+ hours. Gate agents know nothing and are zero help. What in the world is going on with AA? Even JetBlue is better at this point

The has to be the worst airline. They are 2 hours late, not one announcement about why. Everyone just sitting around wondering what is going on and if they are going to miss their connections. Just terrible.

I don't know why AA has so many terrible reviews here. The whole process was very smooth and easy for us - not a single complaint. First class was WONDERFUL and I think I will be dreaming of the pumpkin kalua pork tortellini for a long time. The employees were nice, the service was great, and the app was very helpful for gates and any updates. Zero complaints here....makes you wonder if it's on the receiving end rather than the company causing the problems.