American Airlines 2055 Alcoa Highway, Alcoa, TN 37701

"This desk is always understaffed. I arrived early with priority and watched as both agents worked for ten minutes on one customer. As a result, they refused to check my bag and forced me to take a much later flight. Now I'll be lucky to get any sleep by the time I get to my destination. If you're flying AA out of TYS, DON'T CHECK A BAG and avoid the ticket counter!!! This agent was just plain rude and unpleasant. So disappointed with American in my home airport."

"Be aware there is a Karen working the American gate 14 that is trying to gouge people for “oversized” and “extra” bags. Didn’t have this issue at the Allegiant counter or at two other airports. Avoid American here if you can, we’ve had other issues with them in the past. Other than the American employee this is a decent airport."

"Awful costumer service Missed flight due to employee negligence. Lost my walker. Charleston was the same. It took 10 minutes for clerk to put us on standby."

"Poor customer service... absolutely atrocious. Arrived 2 hours early. Can't believe American doesn't have a communication protocol or policy for the dozens of people in line (see picture). No communication coming out of the ticket agents. The only reason why we know anything is because of the people that have gotten through telling us what they know. Do better American airlines. Everyone in line around me expects to miss their flight. UPDATE: as expected, we didn't make it onto the plane. We won't be using American Airlines again. We understand plane issues or whatever, but the lack of communication is unforgivable."

"2.27.24 I’m disabled with MULTIPLE illnesses & walk with a limp. 1st, my ELDERLY mom took me to the airport & due to construction, was unable to park, so she was made to drop me off with NO HELP from anyone! She couldn’t help because security was ushering her along; she wasn’t able to even say ‘bye’ to me! So there I am with 2 huge bags (55 lbs. & 46 lbs.) & 2 smaller bags. I’m limping/struggling/falling/trying to get to the LONG line by myself! There were AT LEAST 20 Army men EVERYWHERE, literally just standing around with their arms folded, watching me as if I were Netflix & unfortunately, NONE OF THEM offered to help me—SHAMEFUL! The kiosks also had lines & an American Airline guy (Tommy) who was there to weigh the bags. I got out of the long line to go to the kiosk because I was TIRED from wrestling with my bags by myself & from standing in the LONG line. I went to weigh my bags & Tommy REFUSED to help me pick my bag up on the scale because he said he had “a bad leg”! I informed him that I’m disabled with a bad back & bad legs & his response was “well, we both are in a bad way! I can’t help you!” So, I STRUGGLED to push the heavy bags on the scale. My bag was overweight so I had to rearrange them. I told Tommy I needed a wheelchair. He said I needed to go back in the LONG line because he couldn’t call! Tommy was just USELESS! I had to lug my heavy bags & unpack/repack & then drag them back & forth to check the weight. Again, I had to weigh them each time because Tommy refused! (Why would American Airlines hire someone who wasn’t able to assist with weighing the bags?!) I then had to get back in the LONG line! While waiting FOREVER, I saw my ELDERLY mom coming back in after she was made to dump me off at the curb because she had no where to park & was unable to say “goodbye.” She had to park FAR away & WALK back to me just to try to help me as much as she could. By this time, I was next in line. The younger, plain looking lady with dirty-blonde straight hair & glasses (no name tag) kept yelling for those who could use the kiosks to do so because they had the military people there that were their priority. I told her Tommy told me to come back in this line & she told me that I didn’t have to (after I’d waited SO LONG & was the next person in line—I refused to go to the kiosk). My ELDERLY mom & I lugged the bags up to the attendant & she told me that I could’ve used the kiosks even if I needed a wheelchair. I told her that isn’t what Tommy told me; she said Tommy was new & she insisted that I do so in the future because they were busy with the military & they were their priority. I told her that wasn’t my fault & that I paid my money to fly & I, too, was a customer just like they were; she said they HAVE to help the military 1st. I said that wasn’t my fault; I’d waited in line & needed to hurry as I was about to miss my flight. My mom asked for a gate pass; she told my ELDERLY mom that IF she was willing to push me in the wheelchair, she could get a gate pass, but if she WOULDN’T be willing to, then she COULDN’T! Now, last June, I flew Delta & they had NO PROBLEM allowing my mom to get a gate pass + they had someone that was able to push me! NOTE: my ELDERLY mom weighs a LOT LESS than I do + she’s 71 years old & is being made to push a wheelchair + while wearing a mask) + there’s an INCLINE/HILL that she had to push me UP + THRU a maze of a line to the security checkpoint! My ELDERLY MOM’S HEART RATE INCREASED RAPIDLY as she STRUGGLED pushing me & my bags UPHILL & through security checkpoint AFTER HER HAVING TO WALK FOREVER FROM PARKING JUST TO COME BACK TO HELP ME! THIS WAS ABSOLUTELY RIDICULOUS FOR AMERICAN AIRLINES TO PUT MY MOM THROUGH THIS! BY THE TIME SHE GOT ME TO MY GATE, THEY WERE BOARDING, SO SHE HAD NO TIME TO SPEND WITH ME; INSTEAD SHE WAS MADE TO DO THE JOB OF AMERICAN AIRLINE EMPLOYEES, AS WAS I WHEN I HAD TO WEIGH MY OWN LUGGAGE! Through our tears, we had to say a super quick goodbye. So, AMERICAN AIRLINES SUCKS & I’M THOROUGHLY & ROYALLY DISAPPOINTED WITH THEM & THEIR LACK OF SERVICE!"