Sheryl Lee Ralph put American Airlines on blast after having complications on her travel.
Taking to X (formerly Twitter), Ralph said that staff had a “troubling indifference” toward its passengers during the 2025 holiday travel rush.
“Well over one hour in the First Class/priority check-in line during holiday travel, Ralph wrote. “Minimal staffing. Few answers. No sense of urgency or care, and delayed. Holiday travel is not an excuse.”
“The lack of empathy, accountability, or even acknowledgment of the inconvenience conveyed a troubling indifference,” she continued.”One that no customer should experience, and certainly not those who have chosen to spend the most to fly with your airline.”
Ralph, a self-identified “million miler,” not only tagged the airlines but also Robert Isom, its CEO.
Eventually, American Airlines shared a public apology for the wait times that Ralph and others experienced.
”Waiting frustrates us too, and our apologies for the longer-than-expected lines at check-in,” the airline wrote. “We’ll share your feedback with airport leaders so they can review it internally.”
Ralph is just one of many who have expressed their frustration at the difficulties of traveling during the holidays.
In a recent holiday travel release, American Airlines announced that it expects to serve more than 12 million customers across over 119,000 flights this season. Those numbers are an increase from last year.
David Seymour, the airline’s chief operating officer, explained the travel rush in a statement.
“Our more than 130,000 team members are committed to making our customers’ journeys on American this holiday season safe, reliable, and enjoyable,” Seymour said.