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I believe my father had a good flight. What was not good, was the associate who helped us during Step 2 of check-in. After getting his boarding passes and bag tags, we proceeded to Step 2 where we were met with Carol. This was around 3:15-20pm at Phoenix Sky Harbor. She weighed my father’s checked bag which was 2lbs over, she recommended removing a pair of jeans to correct this. My father asked/joked if “she could just let him go” and she fairly rudely responded something along the lines of, “I don’t own the airline so no I can’t do that”. From this point on I just want to assume she was having a bad day. I spent my life raised in a business and front-facing customer service so I understand previous clients can make you feel irritated. How she continued to act leads me to believe she was really careless about her job or racially biased/straight-up racist. After we moved the 2lbs to his other bag, she told us she believed he would need to claim his bag at his connecting flight in Hong Kong, before it could go to his final destination, Malaysia. This thoroughly confused us as we are fairly frequent international travelers and 95% of the time the bag is sent to its final destination without this requirement. Last time we traveled to Malaysia was less than a month ago, so again we’re fairly confused. Multiple times she used a fairly aggressive tone of “I know what YOU THINK, this is what I believe”. The multiple “YOU THINK” as if we didn’t understand what she was saying was rude and insulting, and her tone came along with a insincere smile, hence the feeling of she was racially biased. Despite the fact that she might have been having a bad day previously, it is AA’s airline’s duty to train their employee about international bag protocol, as clearly AA is a major partner of internationally traveling airlines. Carol made the experience overall unenjoyable sending my father off and made us both question AA’s training of their employees.

Once again the staff of American Airlines is kind, helpful, efficient, and professional.

Paid for wifi but it didn't work once. Seats were incredibly cramped and passengers sitting in front was reclined the entire time and staff did nothing

No food. I paid over $1.000 for my ticket for nuts and espresso beans.

Although there were two delays, they were communicated clearly and the boarding process was expedited. The crew was pleasant and efficient.

Like: flights are on time, good boarding process Can improve: planes are old, improve entertainment and make space more comfortable

Everything was good The connects, with no blame to crew. Or pilots. I understand they are short staffed. Everything went well for me. I'll be using you guys again in May if not sooner.

A couple ladies from the crew were so rude and nasty. Thought they were mad at having to be there especially if you asked a question. This will make me think twice next time if I book a flight with you.

Very friendly and efficient and smooth boarding. We were even way early arriving at my destination. Thank you.

This flight was late and did not meet the connecting flight.