American Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 5907 reviews
2/10
3 star Skytrax Rating
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1/10

“no crutches and no assistance”

(United States)

Not Verified | My 21 year old daughter broke her foot while on a mission trip in Arlington, TX. We booked a flight to rush her home in an attempt to minimize the potential damage to the foot and get in to our doctor. She arrived at the airport in plenty of time, checked in and made it to the gate. The airline took her crutches and told her to wait. Then the airline changed the departure gate. By the time she made her way to the new gate (without airline assistance) they would not let her board the plane. The on-boarding time had passed. The plane was still at the gate. So, now she’s waiting for the next flight, hours later, with no crutches and no assistance.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDallas to Beaumont
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"I won’t fly American Airlines again"

(United States)

Trip Verified | I’ve had several negative experiences with airlines losing my checked baggage. I make it a point to travel light because of this, just a carry on nothing else. I was group 7 to board so by the time I got there there was no overhead bin space and I had to check my carry on luggage. To me that’s unacceptable, there should be one spot per seat and if someone else that boarded before me took my allotted space then that person should check his excess luggage not me. The attendant couldn’t care about my frustration, she was dismissive and rude. I won’t fly American Airlines again if possible. Too many times, I am done.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePensacola to Dallas
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"the worst airline out there"

(United States)

Trip Verified | They are the worst airline out there. It’s countless delays. They had us board a 8:35 pm plane then told us after we boarded that the plane was just towed over here for a maintenance issue. Turns out a hydraulic needed replacement and it would take an hour. This was at 9pm. So we’ve been delayed a hour and a half sitting in a plane like a sardine in a can with no airflow and stinky people. They don’t care. & have no accommodation for there passengers. They will never receive my money again.!
AircraftBoeing 737
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteChicago O'Hare to Boston Logan
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"A disaster from start to finish2

(United States)

Not Verified | A disaster from start to finish. The first flight, from Columbia to Charlotte was on an absolutely filthy plane. When we got to Charlotte, we were not able to get seat numbers assigned. The flight attendant told us to wait, so we did. I was informed I had to check my bag (which would have been fine had they not completely broken the outer shell to the point I can no longer use it) so i went to check it only to be informed i had to have my seat number first. By the time everyone else had boarded, we still had no tickets with seat numbers and ended up getting a receipt with the seat numers scribbled on the back, and we were the last people to board because of it. Very frustrated, mostly because of my suitcase. Attached photos show my bag literally right before I got on the plane and after.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteColumbia to London via Charlotte
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"staff was very rude"

(United States)

Trip Verified | Worst airline ever, it was so dirty, staff was very rude. I will never fly with this airline again. A simple wipe of the window or the pull down tray is so simple. I had wipes but they were taken at security. Really made this flight grand. Just peachy.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteChicago to Phoenix
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

“the worst airline ever”

(United States)

Not Verified | This is the worst airline ever. I have flown 2 times in the last 6 months with them both having connecting flights and all were horrible! Family of 8 stuck on plane for 2 1/2 hours in PV no air conditioning for maintenance issue. Recent flight was diverted to Luckenbach because of fuel issue then sat for 3 hours there and pilots timed out! No water in bathroom to wash hands and toilet wouldn't flush! Finally got to Dallas and connector to Detroit canceled and was told nothing for 3 days! No food for everything was closed, all hotels full so had to sleep in chair at airport! Spirit Airlines has moved way above American airlines in my book!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteIxtapa/Zihuatanejo to Dallas
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

" no way to treat any customers"

(United States)

Trip Verified | American Airlines delayed AA2136 first due to weather / traffic control but later on the crew timed out and they couldn't find a replacement crew so they cancelled the flight. American Airlines did not compensate the passengers nor did they try to reinstate the flight after the weather issue passed. Other flights going to MCO took off 2 hours after they cancelled AA2136. American Airlines cancelled AA2136 after a 6-hour delay, I then requested for my checked in luggage to be returned to me via an agent in the Admiral Club so we can make alternate plans to save the spring break vacation. After waiting for 4 hours we were told American Airlines sent our luggage to MCO without us (AFTER they cancelled our flight). Since we were without our belongings it was impossible to make other plans so the entire spring break vacation was ruined. I have been an Executive Platinum member since 2019, this is definitely no way to treat any customers, let alone a loyal one.
AircraftA321
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDallas Ft Worth to Orlando
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"they are just terrible"

(United States)

Not Verified | Second time flying with American Airlines over the last month and they are just terrible. I don’t know what’s going on with their jets, but they may be due for an upgrade considering how they’re always needing maintenance that causes canceled flights or delays them by 4+ hours. The staff are extremely rude and unhelpful. Why are they even still in business at this point? Their jets are falling apart and outdated, poor customer service, horrible food/snacks. You would think I was flying with Spirit. No thank you. However, the terrible service from AA has made me appreciate Delta even more.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSalt Lake City to Dallas
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"violating customer's rights"

(United States)

Trip Verified | We had our flight booked from Charleston to Miami (non stop), 2 hours prior to departure the flight was canceled and we were automatically booked for another flight for the next day (1 stop) . We asked to be compensated for the cancellation in order to book a hotel and purchase dinner, the airline denied the request as they claimed the flight was cancelled due to “air traffic “. We spoke to other officials who assured us there was no such air traffic reported. American seems to be canceling flights to their convenience violating customer's rights, time & budget. We wont ever fly American again.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCharleston to Miami
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"I received terrible service"

(United States)

Trip Verified | It is probably the worst of any American carrier! From terrible customer service to poor product to delays. Flight was delayed over five hours over first crew arrival, then maintenance and eventually paperwork for said maintenance! Finally arrived in MIA to no wheelchair assistance for over 40 mins for a first class customer! The wheelchair agent dropped me a line for assistance for hotel/rebooking as i misconnected and said he can’t stay with me or help me. Thankfully the passengers helped me only for AA to tell me no hotels are available but if i can find one they will reimburse. Now promptly i found many, i called one of them and they told they take airline hotel voucher from American and the agent from AA told me he can’t give a voucher because my flight leaves in few hours! Mind you at this point i had waited over 3 hours in a line and sat in a delayed plane in Colombia for 4 and half hours! Never again! I fly United and Delta and i was trying to not connect via BOG or PTY and thought on AA i could get home faster but no! Not only did i pay three times the fare for CTG to BNA for this day when compared to buying with United and Delta, I received terrible service only reinforcing why years ago i decided to go with Star Alliance and Delta as my back for intl travel!
Type Of TravellerBusiness
Seat TypeFirst Class
RouteMiami to Nashville
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no