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 5920 reviews
2/10
3 star Skytrax Rating
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1/10

"I am never flying with them again"

(United States)

Not Verified | I had the absolute worst experience with AA. I flew from Sacramento to LAX on AA4929 on 3/14. Preboarding they stated there was no over bin space and my bag needed to be 'courtesy' checked in. I handed over my suitcase like everyone else and expected it to be at the jet bridge. Long story short, AA informs me upon my arrival at LAX that my bag 'must have not made it'. Mine was the only bag that was left behind because 'it must not have fit under the plane'. Since when is that protocol? Leave a bag behind? I have a 8 pm flight scheduled the following day. I obviously needed my bag. The AA worker stated she 'messaged' the team in SAc to expedite my bag on the 8 am flight. I arrived at LAX waiting for my bag and Sacramento airport said they 'got the message too late'. How does an IM message get delivered late? A new AA lady stated she would send it on the next flight but it was going to sac-phoenix arizona-lax. Then my bag gets stuck in Arizona! This same lady tells me to file a 'late bag claim'. When we go online to do so, it clearly states these claims are not accepted unless your bag has been missing for 5 days? Why advise a customer to do something when they are not even able to do so? I had to pack a whole suitcase of items I bought last minute. My father did not receive my bag until Friday at 7:30 pm when I was in my seat on my way to London- a whole 24 hours late. It was exhausting working with idiots to get my luggage that should have never been checked in in the first place - so much for the "courtesy' check-in. My bag was misplaced thanks to American Airlines. I am never flying with them again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSacramento to Los Angeles
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"has terrible customer service"

(United States)

Trip Verified | American Airlines has horrible policies. I booked a flight with a specific time to get to my destination. American cancelled the flight and put me on a different flight that arrived 2 hours later (missing my appointment). So, I had to book with a different airline to make my appointment. American Airlines apparently has a policy that they will not refund your flight even when they change it, unless it is by more than 4 hours! So they gave me a credit to use later on another American Airlines flight, expiring in 1 year. I tried multiple times to book another flight, both online and through their app. I even called on the phone and chatted online with agents, trying to use the credit. Every time I tried, I got an error message that the credit could not be found. No one from American would help me use the credit, despite email after email, phone calls, chats, etc. Now the 1 year is up and I will lose the credit. American Airlines has terrible customer service, horrible policies, and cares nothing about their customers. I will never fly American Airlines again!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePhoenix to Redmond
Date FlownSeptember 2023
Value For Money 12345
no
1/10

"One of the dirtiest planes"

(United States)

Trip Verified | One of the dirtiest planes I have ever been on. This month I flown on 4 different AA flights, and all the planes were less than that deal when it comes to cleanliness. The last flight though sent me over the edge; when I went to get in my seat there was spilled wine that had not been cleaned up, and crumbs all over the little table and arm rests. Even the guy next to me commented that they must have skipped cleaning this plane.
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteDallas Ft Worth to Spokane
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"American Airlines doesn’t care a bit"

(Canada)

Not Verified | Worst airline I have ever flown on. We were to fly out Saturday. Flight cancelled but not rebooked until Monday. On Monday flight cancelled after we got to the airport with no warning. Rebooked for Tuesday night 8:30 pm. Tuesday 11pm they canceled the flight until 7:00 am Wednesday. Maintenance problem on plane that they fixed then the flight crew left (watched them walk past all the waiting passengers). American Airlines doesn’t care a bit.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBahamas to Toronto via Miami
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"never fly this airline again"

(United States)

Trip Verified | My review is for what happened before my international trip with American last month as well as my experience today trying to fly American American booked me double for the same flight. When I saw this on my credit card, I called my bank and they said they would dispute. I also called American and told them about it. The woman with American refunded. However, American also deleted the remaining flight due to bank request without looking at the notes of what happened . I only learned this the night before I was supposed to fly out and ended up having to drive five hours to catch the flight for my job. Two days ago I had booked travel with my flyer miles, and when I went to look at my itinerary, it didn’t exist. American claims that this is because there was an issue with my payment. However, the issue was with their system not accepting the card if the name didn’t match exactly the name on my ticket. I bought the ticket with miles. I was not notified that my ticket was canceled. So after many hours I rebooked, but had to use double frequent flyer points as the rates had gone up. They would not negotiate. The worst part was that I got up at 3 AM this morning and drove to the airport and was at the airport an hour and 10 minutes before the flight was to leave. There were people in line that have been there 90 minutes before the flight was to leave, there was a long line, not enough employees, none of the kiosks were working. Because American could not get their overbooked flight processed in time at least 10 people, myself included were rebooked, and some of these poor older folks were supposed to be leaving on vacation today and had to have it rescheduled for tomorrow. There were no apologies. A woman just kept yelling about how everyone should’ve gotten there earlier. I went ahead and canceled my flight and rebooked on Delta. Because of these multiple mistakes, extremely long customer service times, and the total lack of accountability today, including rudeness to older people who are just trying to go somewhere on vacation, I will never fly this airline again. I fly for business monthly, and even if I have to inconvenience myself to go on another airline, I will not use American. They really need to clean up their act.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCharlotte to Asheville
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

“horribly disappointed with customer service”

(United States)

Not Verified | American has been the main carrier we’ve used and we are Advantage members. But, today we were horribly disappointed with the American customer service in Charlotte. With many travelers re-routed (due to multiple reasons) lines were very long and American customers service were rude, lazy and overall unpleasant. They actually turned off their computers packed up their belongings and left the counter with at least 100 customers still in line with absolutely no explanation (when we asked “we don’t matter?” the AA employees just shrugged stuck up their nose and said, “we’re leaving”. I can’t do that at my job and expect to still be employed the next day! So, when we got home and our luggage did not make it, we can only assume the same mentality (or lack of) customer service also exists in the luggage department as well. Is it American or is it Charlotte? Or the horrible combination of the two. Only as strong as your weakest leak and right now the chain is broken! Sorry the survey questions don’t address American ground crew because that’s were the problem seems to be.
AircraftBoeing 737
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePunta Cana to Richmond via Charlotte
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

"seats are so uncomfortable"

(United States)

Not Verified | Honestly, every time I fly AA I am shocked at the level of bad experience I have. Their seats are so uncomfortable. I always way overpay for services never received. You never get the refund you deserve. I took a customer to Costa Rica and they missed their connecting flight and ultimately had to fly Southwest to get home. I've had to do the same thing when traveling home from Houston TX. They are unorganized and ultimately cost you money as if they were this "elite" airline. Not even close. I will rather fly Southwest or Spirit, save the money, get much better service, and call it a day. I don't feel like they take good care of their planes either which is scary. They had plane issues both coming and going. That's too much.
AircraftBoeing 737Max
Type Of TravellerBusiness
Seat TypePremium Economy
RouteBaltimore to Miami
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"directed not to assist customers"

(Canada)

Trip Verified | I've flown with American Airlines numerous times over the years and have generally regarded them as a top-tier airline, offering excellent service and a comfortable flying experience. However, my recent encounter at the airport on March 1st has left a blemish on what I've always considered a reliable choice for air travel. American Airlines has seemingly adopted a new policy where their staff are directed not to assist customers directly unless through the use of the airline's mobile app. This approach felt incredibly impersonal and contrary to the warm service I've come to expect. Observing staff members choosing to wear headphones and dismiss passenger inquiries directly contradicts the essence of customer service. This shift towards a more detached interaction is not only disappointing but signals a worrying trend in their service philosophy. Moreover, my dismay was further compounded when reviewing the safety brochures provided onboard. It appears American Airlines has taken to only labeling their aircraft as "737," omitting any mention of it being a Boeing or the specific variant number. This choice strikes me as a deliberate attempt to obscure the exact model of the aircraft from passengers, perhaps out of embarrassment or a misguided attempt to sidestep potential scrutiny. This lack of transparency is not just a matter of corporate image; it directly impacts passenger safety by not fully informing them about the aircraft they are flying in. Despite these criticisms, it's important to note that my experiences with American Airlines have overwhelmingly been positive, outside of these specific incidents. The quality of their flights, the professionalism of most of their staff, and the overall flying experience remain commendable. It's disheartening to see such an esteemed airline let down by policies that seem to prioritize image over direct human interaction and safety transparency. It is my hope that American Airlines will reconsider these practices. There's immense value in honest communication with passengers and in maintaining the high standard of service that has defined them for years. Addressing these issues would not only enhance their reputation but also reaffirm their commitment to passenger safety and satisfaction.
AircraftBoeing 737
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteHouston to Dallas Ft Worth
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
7/10

"very welcoming energy"

(United States)

Not Verified | The male flight attendant from Miami as he stated is the best, such a funny and sweet person upon arrival stepping onto the flight was very welcoming energy, as all of us have been dealing with the delay of the flight. This was flight 5553 flying to Washington DCA. He is very engaging with the passengers, understanding and funny 10/10 if we could copy and paste him I would for flights.
AircraftBombardier CRJ700
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCleveland to Greensboro
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"I was charged because I called"

(United States)

Trip Verified | American airlines over booked my flight and offered me 300 to change. I called in to do so and they charged $246 instead. They just lost an executive platinum member. To add insult to injury when I called back to discuss why I was over charged after the airport could have done it for "free". I was told I was charged because I called. Stay far away from this company and their bad business practices.
AircraftCrj900
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBirmingham to Charlotte
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