American Business Airways, Inc..

25 June 2026 at 6:49am American Airlines flat-out misled us when we reported damage to the wheels on our suitcase. At the baggage service desk, we were told it was unlikely we would receive anything because “wheels snap off” and that wheels were not covered under their policy. After looking up the U.S. Department of Transportation regulations, I found the following: “Although airlines are not required to cover fair wear and tear, airlines cannot exclude liability for damage to wheels, handles, straps, and other components of checked baggage.” Even after I showed this to the staff member, she continued insisting that wheels were not covered. I explained that federal regulations take precedence over airline policies, but she refused to acknowledge it. The conversation went nowhere until I demanded to speak with a manager. Once the manager arrived, the position immediately changed. She confirmed that the damaged wheel would in fact be covered, which directly contradicted what we had just been told. However, we were then informed that the only option was to send the suitcase away for repairs. As we are about to leave for Europe, that simply wasn't a practical solution. I asked to see the policy stating that repairs were the only remedy and that a replacement bag or travel voucher could not be considered. The only section highlighted to me referred to “damage or loss from normal wear and tear to parts that stick out like wheels, straps, pockets, handles, hooks or other attachments.” That was irrelevant to the issue at hand. The manager had already acknowledged that the damage was covered, meaning it was not being treated as normal wear and tear. Yet this was the only policy provided to justify refusing any alternative resolution. What should have been a straightforward baggage claim turned into an argument over regulations that airline staff should already understand. We were initially given incorrect information, forced to challenge it ourselves, and only received a different answer once a manager became involved. Based on this experience, I have very little confidence in American Airlines' handling of baggage claims. If you find yourself in a similar situation, I would strongly recommend knowing your rights before accepting the first answer you're given.

⭐☆☆☆☆ (1 Star) What should have been a routine trip turned into one of the most frustrating travel experiences I’ve ever had. This was not a weather-related delay. This was an American Airlines operational failure. My flight was delayed multiple times throughout the day because the flight crew timed out and American Airlines did not have a replacement crew available. The frustrating part is that passengers were left sitting at the gate for hours while the situation continued to unravel. We could literally see the aircraft outside the window and the flight crew standing nearby, yet no one seemed willing or able to provide clear information about what was actually happening. What makes this especially disappointing is that American Airlines should have known hours earlier that the crew was approaching their legal time limits. This wasn’t a sudden emergency. Had the airline communicated honestly and proactively, many of us could have left the airport, booked a hotel, enjoyed dinner, gotten some rest, and salvaged part of the evening. Instead, we were repeatedly led to believe the flight might still depart, only to be hit with delay after delay before ultimately being stranded. The customer service experience only added to the frustration. We received conflicting information about hotel vouchers, rebooking options, and baggage retrieval. One representative told us to call customer service, while another said we had to wait in line at the airport. After spending hours chasing answers, we still couldn’t get clear direction. The process felt completely disorganized. To make matters worse, we were unable to retrieve our checked bags, leaving me without important personal items and medication. After hours of delays, long lines that barely moved, conflicting information, and no meaningful support, I was left scrambling to figure out transportation and accommodations on my own. Eventually, American Airlines rebooked our flight for the following morning, but by then confidence in the airline was gone. The entire experience felt like a series of preventable failures in planning, communication, and customer care. I understand that delays happen. Crew issues happen. Operational challenges happen. What shouldn’t happen is leaving passengers in the dark for hours while an airline manages a staffing issue it likely knew was coming. The lack of transparency prevented people from making informed decisions and turned a difficult situation into a miserable one. The most frustrating part is that it honestly feels like an entire day was taken from my life. Not because of weather or circumstances outside anyone’s control, but because of poor communication, poor planning, and an inability to provide timely, accurate information. American Airlines didn’t just delay my flight—they wasted an entire day of my life. I left exhausted, frustrated, and with far less confidence in this airline than when I arrived. Based on this experience, I will NEVER EVER fly with American Airlines again.

Me and my gf wanted to go from Florida to Oregon. I know what you’re thinking, “ALL the way across the country in one day? That’s a big ask!” Well, it’s two days later, we have 16 paper tickets in our hands and still aren’t in Oregon due to one weather event and countless maintenance cancellations due to your temu-class aircraft. But not all is lost! We got a $12 voucher and got to stay for free in a hotel that smelled like mold (bed bugs? We sure hope we can take some little friends home with us) 🥰 Thank you for giving me the inspiration to try the vast US rail system next time.

I would really like to take my time out and do my due diligence on my part to make sure that this compliment goes as high as it needs to. I have to paint the picture. My son doesn't care about anything in life except Aviation and his mom in that order. He absolutely loves to travel and his favorite Airline is American and has been since he was little. When he travels he always wants to wear his uniform. He is nonverbal and the pilots and the crew members went out of their way to make sure my son was extremely comfortable. We were in seat 25 but the crew members treated us like we were in seat 3 . Delta Airlines has been giving out trading cards for a while and we have been waiting and out of nowhere the crew members presented us the American Airline trading cars. My son was ecstatic to receive them. It doesn't say many words but he knows most of the American hubs by code and knows the versions and variances of all the Airbus and Boeing planes. The flight crew 2939 RIC-MIA will definitely be one in the books as far as memories. We've had great crews from TUL DFW sat CLT and other airports but this flight will always stand out to be his most memorable up-to-date. I'm more than happy to provide pictures and more feedback from this lovely crew and Pilots. Nothing more American than being treated like an American on Memorial Day weekend on the airline with the flag on the tail!

Excellent customer service. Very modern sleek, futuristic building. Lots of seating, very cool furniture. Delicious meal options the cafe. Enjoyed the visit and absolutely the best airline! Security was very friendly and personable. Long time customer and absolutely the best.