Was heading on a 4 month trip abroad and double, triple checked the American website for bag limitations. The website specifically says a checked bag weight is 50 lbs max for $30 and 53-70 lbs is extra charge for an overweight bag. I knew i’d likely be paying the overweight bag charge but wasn’t too worried about it as my bag was definitely under 70 lbs. My first annoyance was being charged $75 to check the bag, not sure if the website is incorrect or I was just misunderstanding it but the site says $30. Upon weighing my bag it came in at 54 lbs and I was told it was overweight and asked if I had another bag I could move some stuff to. I said your website says it can be up to 70 lbs for an extra charge. She said no it can’t be above 50. So because of this confusion, I had to rearrange my bags in the walkway and get rid of a a few items over just 4 lbs. I understand the limitations however I wish I wasn’t misguided by the website saying my bag could be up to 70 lbs for an overweight fee and hassled about it over just a few pounds. 50 lbs for a large checked bag when traveling internationally is crazy and charging $75 for it is even crazier. Money hungry airline for sure, and please, fix your website!!

I needed to travel from Tampa FL to ( ultimately) Jacksonville, NC via Charlotte, NC. It was not a happy occasion as I needed to attend my cousin's celebration of life due to her passing. My flight from Tampa got in to Charlotte at approximately 2pm. There was a connecting flight scheduled to depart at 2:30. The first mishap was that Charlotte was unable to find someone to attach the jetway for 20 minutes! Of course we missed the flight by 3 minutes and the flight was closed. Right from the start the American Airlines people at the gate COULD NOT have been ruder. They did not want to assist at all. We got on to the 4;15pm flight as stand-bys. While there was room on this flight we got bumped because the checked luggage exceeded the weight limit for the plane!! ( We did not have any luggage). Again the gate crew was rude, unfeeling and incompetent. We got boarding passes for the 6pm flight. At this point we had already missed a dinner meeting and were exhausted and frustrated. When we attempted to board the 6pm flight we were told that WE WERE NOT ON THIS FLIGHT. This gate crew was even ruder than all the others and questioned HOW we even got these boarding passes???!!! Incompetent!!! We then got boarding passes for the 9pm flight, which we managed to get on.
Please keep in mind that this flight was a 40 minute flight. We were delayed for 7 hours for a 40 minute flight and treated with contempt every inch of the way. I will NEVER fly American again and want to spread the word as to how unprofessional and apathetic they are. This airline needs some major undertaking in customer service training. They truly deserve to go out of business.

My wife and I opted to travel with carryon bag so that we would not have to go through the inconvenience of checking our bags. When we got to the gate to board we were told that we would need to check our bags. Not surprising with this airline as this is not the first time. There was plenty of room in the overhead compartments to store our bags. There were a number of compartments that were completely empty. We were still forced to check our bags and wait for a half hour at the baggage claim. Because of this, I was late to my dinner reservation with a major client. This is unacceptable and unfortunate, as I have been a loyal traveler, but will NEVER fly AA again. They do this to save time,without a care of who they inconvenience.

Never in my life have I had such bad service. I am emerald one world and was flying first. The rude arrogant staff at gate FORCED me to check my carry-on RIMOWA luggage with no explanation. There was room on the flight. I arrive home at LAX and it is dented and damaged. I log a claim only to receive " we dont cover this type of damage"

WORSE airline in the one world group, I even got downgraded on the way over.
No one to talk to and they want me to go all the way back to the airport for another review.

AMERICAN this bag should have never been checked and IT WOULD NOT HAVE BEEN RUINED. NEVER AGAIN.

No one even cares - and for a emerald member, just WOW.

We had a very poor experience after a delay caused us to miss our connecting flight. Our class of service was downgraded and when we attempted to get a refund for the difference in fare price, were offered a ridiculously small amount as a refund. After multiple e-mail requests, we were continually referred back to the AA web form for complaints, no one would call to speak to me, and the refund amount was not adjusted. It's rare that I experience customer service this poor. AA should be ashamed at the way it treats it's customers.