Don’t believe all the bad reviews. They’re actually even worse.
If I could give zero stars, I would. Giving even one star feels like I am being robbed by AA for the second time. I simply wanted to change my flight date. That is it. No complicated request. No refund expected. No special treatment needed. My original flight was actually MORE expensive than the new flight, and I was perfectly happy to forfeit the difference. I was not asking for money back. I just wanted to move my booking to another date. Apparently, that was an outrageous request. Instead, AA repeatedly tried to charge me the FULL price of the new flight, as though the money I had already paid had mysteriously vanished into another dimension. So just to clarify, I pay more for my original flight, move to a cheaper flight, happily give up the difference, and AA's response is essentially, "Excellent, now please pay us again." Make it make sense. Then came BO, the AI chatbot that im pretty sure use Ai to do his Ai job. I was repeatedly sent back to BO, presumably because someone at AA believes BO is helpful. BO was about as useful as a chocolate teapot. Ask a question, get nowhere. Try again, get nowhere slightly differently. Eventually, after what felt like negotiating with a particularly stubborn vending machine, I managed to reach a live customer service agent. And somehow, that was not an improvement. The communication was so unprofessional that I genuinely had to wonder whether I was chatting with customer service or someone who had been reluctantly handed a keyboard five minutes earlier. What should have taken five minutes turned into an exhausting exercise in explaining basic arithmetic, navigating a useless chatbot and trying to convince customer service that the money I had already paid actually existed. I have flown with AA before, but after this experience, never again. There are plenty of airlines out there that understand the revolutionary concept of customer service, treating customers like customers and not an inconvenience that has somehow learned to type. AA, you have officially lost a customer. Please take my booking history, my patience and your BO chatbot and put them where they belong, in the bin.