Actress Sheryl Lee Ralph publicly condemned American Airlines this week, accusing the carrier of poor service and chaotic holiday travel conditions. The Abbott Elementary star’s criticism, shared on social media, has drawn attention as millions of travelers face the busiest travel period of the year.
Ralph, 68, took to X on Saturday to describe her experience at a major U.S. airport during peak holiday travel. In her post, she said she spent more than an hour waiting in a priority check-in line — despite holding a first-class ticket.
Ralph wrote, “Well over one hour in the First Class/priority check-in line during holiday travel. Minimal staffing. Few answers. No sense of urgency or care and delayed. Holiday travel is not an excuse.”
She went on to criticize what she saw as a troubling lack of concern from airline staff and leadership.
In her post, Ralph said, “The lack of empathy, accountability, or even acknowledgment of the inconvenience conveyed a troubling indifference, one that no customer should experience, and certainly not those who have chosen to spend the most to fly with your airline.”
The actress tagged American Airlines and CEO Robert Isom by name. Her message quickly attracted widespread attention online as other travelers shared similar stories of long lines, staffing shortages and communication breakdowns.
Airline Responds with Apology
American Airlines issued a brief response that acknowledged longer check-in lines and apologized to customers. In a statement the airline wrote, “Waiting frustrates us too, and our apologies for the longer than expected lines at check in. We’ll share your feedback with airport leaders so they can review it internally.”
The airline did not directly address Ralph’s broader claims about customer service or management prioritization.
American and other major carriers have stressed their preparations for this year’s holiday rush. The airline recently said it anticipates serving more than 12 million customers over the season across about 119,000 flights — a slight increase over last year’s figures.
Experts say widespread disruptions this holiday period stem from a combination of weather challenges, staffing shortages, and record passenger volume. Across the nation, thousands of flights have been delayed or canceled, leaving holiday travelers stranded or facing significant wait times.
Winter weather in several regions has compounded pressures on operations, while airlines across the industry struggle to adapt to higher demand with fewer ground workers, pilots and air traffic controllers.
Many passengers have voiced frustration on social media and other platforms. One traveler described “hours-long waits at crowded terminals, missed connections and uncertainty about when they would reach their destinations.”
American Airlines executives have said they are working with federal partners to manage the high travel volume. The airline’s chief operating officer recently said staff members are committed to ensuring a “safe, reliable and enjoyable” holiday travel experience.
Still, for some customers like Ralph, the season’s travel chaos has been a test of patience and loyalty.
“Holiday travel is not an excuse,” she wrote.