Sheryl Lee Ralph is speaking out after what she described as a frustrating holiday travel experience with American Airlines—and she didn’t hold back.
On Saturday, December 20, the Emmy-winning actress took to X, formerly Twitter, to detail her experience navigating the airline’s First Class and priority check-in during one of the busiest travel periods of the year. According to Ralph, the process dragged on for more than an hour, with limited staffing and little communication from airline employees.
“Well over one hour in the First Class/priority check-in line during holiday travel,” she wrote. “Minimal staffing. Few answers. No sense of urgency or care and delayed. Holiday travel is not an excuse.”
Ralph went on to explain that what bothered her most wasn’t just the wait, but the tone of the experience. “The lack of empathy, accountability, or even acknowledgment of the inconvenience conveyed a troubling indifference,” she added, noting that this was especially disappointing for customers who pay more to fly premium.
She also tagged American Airlines CEO Robert Isom and referenced her longtime loyalty to the airline with the hashtag #millionmiler.
The post quickly gained traction, with other travelers replying to share similar stories about long lines, short staffing, and communication breakdowns during holiday travel.
American Airlines responded directly to Ralph’s post, offering an apology but stopping short of addressing the broader concerns she raised. “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.”
The exchange stood in contrast to the airline’s recent messaging about its readiness for the winter rush. In a holiday travel press release, American said it expected to serve more than 12 million customers across over 119,000 flights this season—an increase from last year.
“Our more than 130,000 team members are committed to making our customers’ journeys on American this holiday season safe, reliable and enjoyable,” Chief Operating Officer David Seymour said in the statement, adding that the airline had coordinated closely with federal agencies and prepared extensively for winter weather operations.
American also highlighted recent investments aimed at improving the customer experience, including expanded TSA Touchless ID, new connection-saving technology at major hubs, upgraded aircraft, and enhancements to lounges and onboard offerings.