I always thought AA was one of the best airlines to flight with, but your team just changed this perception. My departure flight was on 06/30/2024 from FLL to Charlotte, with connection to Madrid. On 06/30/2024 I got to the airport at 8 am thinking that it may be possible to fly earlier on a standby list, to make a safer connection window to Madrid, however the staff wanted to charge extra to let me flight on standby. I decided to wait for my flight at 1:04 pm and the staff assured me that the connection should be fine as the flight was on time.
I had a carry-on bag with me, no checked bags, this was precisely purposed to make my connection on time by having the bag with me at all times. I paid a fee to sit in a front seat to exit the plane first. The plane arrived one hour late, and by the time we were able to board, the staff told me to check my bag, which I initially refused, since I needed to be fast for my international connection, but the staff did not care and they insisted the bag would make it with me to Madrid. When we landed in Charlotte, we had to wait around 20 minutes to reach a gate, by the time we offboarded, my flight to Madrid was gone.

Subsequently, I called American Airlines customer service line to find out what were my alternatives to resolve this problem, they told me that I had to flight to Dallas, TX, and then to Madrid. When I got to the counter to get a boarding pass to Dallas, the staff lady was rude, her name is "Ty", she was racist and made me feel as an inconvenience to her. I just asked her for my boarding pass and wanted her to confirm my bag was routed to Madrid. She asked for my ID and passport, but she refused to receive it from my hand and I just held it in the air for her to read it, she asked to open it without touching it, what type of treatment is this? I hope you have cameras to confirm how she treats customers. Why do I have to hold the passport in the air for her? As she was having difficulty reading all the information needed, she finally picked it up. Then she asked what country I was from, even though it was and American US passport. I asked her why she needs to know my country of origin, she couldn’t answer and just stood silent and very rude. At that moment I requested to speak with a manager, and she said she did not know where the manager was "probably around, and I don’t know their names", what kind of customer service is she providing to a customer that just had all the plans ruined by a flight delayed?
Upon arrival in Dallas, found out my flight to Madrid was operated by Iberia. No one explained this to me, which from the beginning, I tried to avoid. I booked a flight operated by AA because I did not trust the reviews on Iberia.
After landing in Madrid, my bag did not come out, I was asked to make a line for lost baggage claims, and the line took 3 hours just to file a report for a missing bag. This was totally unnecessary if they would have let me carry-on as I intended, as I explained, and as I insisted!
A trip originally booked for 10-hour duration, took 19 hours plus 3 hours in the airport filing a missing bag report.
I was supposed to arrive in Madrid at 6:10 am and ended up arriving at 8 pm. Lost the ticket purchased for a train from Madrid to Barcelona, and a ticket to enter La Sagrada Familia

Iberia informed me the bag was going to be sent to my hotel in Barcelona within the next 2 days, which never happened. I called several times, to both AA and Iberia, waited hours to get information, each day I had to go shopping for clothing, underwear and other travel items needed. My bag arrived to Madrid 9 days later.
This is unacceptable, I wasted time calling, shopping daily, waiting for a bag every day.

On top of the above, on my return from Madrid, the flight to Charlotte arrived 20 minutes late and we waited 30 minutes to reach a gate, lost my flight connection to FLL again! I spent the night in Charlotte, and as a result, a 11-hour trip became a 24-hour trip.

This was just a vacation ruined and a very traumatizing experience for me.

American Airlines used to be the gold standard and it has not become a company like Boeing. There are constant delays that they blame on “mechanical” issues when it is really because of union negotiations. The Board of AA should fire the CEO and replace him with someone that actually cares about the employees and its customers. It is like pulling teeth to get them to refund a ticket to your credit card when the flight is canceled. Also under the passenger bill of rights they are supposed to pay for your hotel and when I asked and I told them where I had stayed a week and was going back they said that was too expensive yet when we went back to the hotel we say American Airlines pilots checking into the same resort. AA has become nothing more than a flying Greyhound Bus. All the Delta and United flights were taking off. Just the AA flights were canceled.

Horrible! Rude! Worst customer service, every single time! Will never use this airline again, do yourself a favor avoid them at all costs!!

If you call customer service to help you they're actually very kind and very helpful and sweet but when it comes to dealing with American airlines at airports you might as well forget it don't waste your time or money they're known for having flight speed delayed and canceled frequently more than any airline I've ever experienced this is my first time doing American airlines I used to always use Delta and I switched it up cuz it was cheaper and I wish I hadn't because it was miserable their ruined disrespectful except if you call them they're nice but do yourselves a favor don't do American airlines go with Delta they're better

I have my husband voted in Punta Dana because they sold the flight and they did not let him ride. They resolved it by paying for his stay in a hotel. My husband is without his medications. If something happens to him, they will be responsible. super annoying client