The AA Reviews

Name: The AA
Rating: 2.82

2.8 Rating 1,991 Reviews

45 %

of reviewers recommend The AA

Company Reviews

Questions

Metrics

2.8

Based on 1,991 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Over A Month
Documents Delivered On-time	Greater than 36%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	1.7 out of 5
Avg Email Response Time	-1 hours
Cancellations & Refunds
Cancellation Process	Difficult

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Phone:

03300 531 100

Email:

customer.solutions@theaa.com

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Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“If I could give 0 stars, I would. Terrible, ruthless company with no compassion and absolutely none existent customer service. This company used to be amazing and I wrongfully thought I could rely upon them. We broke down with a pickup truck and trailer, it had overheated. We spent an hour on the phone, still no answer, the app was useless but eventually someone turned up. They sent a mechanic to fix the issue, however it could not be fixed on the roadside. The mechanic was a lovely bloke and skilled at his job. However he was from a 3rd party company and not appropriate for the type of rescue we required. He patched it up as best he could and sent us on our way. We got 5 miles up the road and overheated again in a very dangerous place - fast dual carriage with no hard shoulder or lighting. I got through straight away, and they said they'd be there by 3:45 however 5 hours later (5:38) I clicked on the 'track' function on the app and it seemed we'd been forgotten about after being reassured we were priority. I got on the phone to them and they told me I wasn't covered to get home and that they now wouldn't be there now until 10am! And that we should get the police to recover us for £150 or we could upgrade for £196! Bare in mind we were in a dangerous place in the pitch black, I have PTSD. If this is how they treat 'prioroty' cases I'd dread to think how they treat less urgent ones.”

The AA 1 star review on 13th August 2022

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Posted 3 years ago

“AA recovery very poor service. We got a puncture in Ullswater last week, no spare wheel with car, the foam kit did not work. So called the AA, they said they would be1 hr. Then as soon as the call ended I got a txt to say it would be another 1.5 hrs on top of that. So I drove the car with a flat tyre back to caravan site (about 7 miles). Then they said they would come to site for 9am the following morning. So in the morning I picked up my phone to see a message saying they would come for 11am. Absolutely shocking service. We were supposed to be off site by 12pm, towing a caravan home. Terrible.”

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Posted 3 years ago

“The aa service is a uter joke don't give them your money”

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Posted 3 years ago

“Stay away not what it seems when you brake down you think your covered but your policy has fine print waste of money green flag best”

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Posted 3 years ago

“My sister has been on hold with American Airlines to changed my ticket after trying several times to change it online unsuccessfully. Over 4 hours and 34 minutes so far and still waiting. she paid over 6K for her ticket to Rio”

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Posted 3 years ago

“The WORST customer experience ever!!! I have been flying American Airlines, since they have a hub in Jacksonville, FL, however today was the worst customer experience and disrespect by the gate agents. I was flying from DFW to JAX on 8/4/2022 on the 3:56 pm flight and the plane had to go back to the gate due to engine trouble. We were allowed to deplane, if we stayed close. When I got off the plane, the gate agent (gate A10) was very rude and if looks could kill, I would be dead. I called the American Airlines 800# to change my flight. When I went to the new gate (C7) where my new flight was departing, I asked the gate agents a simple question... I had to wait about 5 minutes before anyone would event acknowledge me, so I proceeded to just ask - "where is the ticketing agent on this floor" and I received a very rude response of outside security. It's no wonder why American Airline customer reviews are so low. I am a Certified Customer Experience Professional and this by far is the worst experience I've ever had. This airline needs some CX training as well as empathy training.”

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Posted 3 years ago

“I used my parts and garage cover to have my steering rack replaced at an aa garage. A week later I was still hearing noises and banging from car. Called aa back out and patrol told me there was nothing wrong with my car and that I was being paranoid and to "turn the radio up and stop listening for noises" I wasn't happy so took the car to an independent garage who told me my steering rack wasn't bolted in properly. The mechanic actually showed me how he could move the rack from under the car with his FINGER. It could have caused a serious accident. Complained a month ago and heard nothing since. To say I'm furious is an understatement, I have three young children that I have in my car daily.”

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Posted 3 years ago

“Terrible service 6 hours waiting in the motorway”

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Posted 3 years ago

“The AA is a big fraud, I paid more than £1800 for a driving course and never provided me with instructor. I have been waiting for long time”

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Posted 3 years ago

“Really bad service, I rung them around 6:30 and they said that the recovery would take 5 hours. Is this a joke? It's not the first time this has happened, last time it also took around 4-5 hours, and when help arrived the employee didn't have a clue what he was doing. Seriously think about your customer service because it's really not cutting it. People have lives and they can't just sit around waiting for help all day. Would not recommend. Terrible.”

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Posted 3 years ago

“Agree to the random add-ons they suggest when you try to take out an insurance, and then they would find millions of ways to pick out random words from their fine-print to reject your claims or deny support. Worst of all, they will try to paint you as a fraud suggesting various ways you could be submitting false claims! As if customers can inflict self-harm and go through a tragedy on purpose to claim a small part of their losses! Stay away from such a company - when you run a business which you yourself cannot trust, no wonder you cannot trust your customers either!”

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Posted 3 years ago

“Still haven't received documents or card after 5 weeks. Cancelled my membership.”

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Posted 3 years ago

“Very bad service I cancelled my recovery policy they said charge you £90 for recovery I pay every month £13 my membership never use again”

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Posted 3 years ago

“Still waiting since 9:15pm for the AA. Heavily pregnant which i informed them off. They are saying I have to wait almost 4 hours with swollen feet and a baby that can pop out anytime. Worst service ever, total disregard for human life, especially after telling them I am stuck on s round about and my feet are too swollen for me to keep standing on the side. Total disregard. Don't bother joining, better try a different service”

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Posted 3 years ago

“Stranded for over 15 hours -totally unacceptable.”

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Posted 3 years ago

“AVOID THE AA IF YOU WANT TO RETAIN YOUR SANITY. I had an emergency breakdown on the motor - fire brigade out, police out, children in car. Long story short after multiple phone calls to try to get rescued by the AA I got nowhere. The AA kept me on hold for over 3 hours, cut me off twice, and then simply did not answer the phone I was in a dangerous place on the motorway and needed to get to a safe place (police advice) so I sorted my own recovery with another company. This cost me a lot of money. I complained to the AA. This too take ages to do and massively hard to find out how. When I got an email address, they eventually emailed to say they will reply in 8 WEEKS to my complaint. Eh? In this day and age that is beyond unbelievable POOR customer experience but the worst part - as far as the AA are concerned I am still broken down as I have had no call to sort my emergency. Today I rang to cancel my policy and ask for a refund of this years premium and.....again I cant get through on the phone - i am 'please holding' for the past 2 hours. You could not make this up. If you want to avoid wasting time, money and heartache then I personally recommend you avoid the AA like the plague. I have paid them 1000s over the years I have been a loyal customer for over 6 years but enough is enough. When you need AA help, they AA not there for you. Avoid.”

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Posted 3 years ago

“I recently broke down at the side of a busy dual carriageway. I called to join AA at a cost of £150, and I was told someone would be with me in one hour. With 10% charge on my phone I was limited with being able to check on updates. After 2 hours I called back to say I was still alone, stranded and in a dangerous position. I was the told that the job was not assigned ye, being alone and female didn’t matter and they were still calling local garages for mechanics (I could done this myself and saved a lot of time, money and hassle) I advised that given the oil from my car was now all on the road underneath my vehicle there was no way it could be driven and I would need towed. This made no difference they still insisted on sending a mechanic to confirm my theory. Estimated time for someone to get to me was 6 hours! When a mechanic finally arrived he told me I would need towed as the car was not drivable and he would have to call it through to AA for authorisation, with the AA then charging a further £4.50 per mile to get to my home address!!! Do not use the services of the AA. They take your money and leave you stranded. The customer service is shocking, and being classed as ‘Priority’ clearly means nothing. They should be ashamed of themselves. At least highway robbers had the decency to wear masks, these lot come with flashing lights!!!”

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Posted 3 years ago

“Mis diagnosis from your engineer.... didn't even get his tools out the van. Towed us home gave us a number for an immobiliser specialist..... £ 75 later and its not an immobiliser fault. Called them back to basically be told not our problem.... been out once goodbye....! RAC/Greenlag here we come”

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Posted 3 years ago

“Had a recent flight from Raleigh,NC to Providence,RI to attend a wedding. Connecting flight out of Charlotte. Got stranded in Charlotte—-flight was cancelled after more than 2.5 hour delay because there was NO PILOT! Lost the expense of the hotel I paid for in RI—-had to pay out of pocket for hotel in Charlotte because the voucher we received for contracted hotel did not work—-the hotel never answered the phone! Missed pre wedding party and attended actual event on 4 hours sleep. Rude gate attendants in Charlotte—-inadequate staffing to get a voucher(more than a city block long )and only one person working the customer assistance line. Had 6 flights with AA during a 48 hour period and only 1 flight on time. Emailed the CEO of AA,Robert Isom—-no compensation to be provided for lost hotel expense; will provide reimbursement of amount they have for voucher even though my cost 275.00. Mr Isom supposed to be turning AA around—-my experience indicates it has not happened. If you don’t want to arrive at your destination on time;want to lose $$ on hotels;hang around for hours in airports waiting to go standby and then not—-please fly AA. If you want to be treated respectfully by everyone from CEO to gate agent—-fly any other airline.”

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Posted 3 years ago

“Disabled lady on my own.Waited in the dark off a country rd. Got really cold and upset. Took just over 4 hours to get to me. Ive been with the AA since 2013. I cannot risk feeling that vulnerable again. Im going to cancel my membership”

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Posted 3 years ago

The AA is rated 2.8 based on 1,991 reviews