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 1697 reviews
3/10
3 star Skytrax Rating
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1/10

"Worst customer service"

(United States)

Verified Review | Dallas Ft Worth to Columbus. Worst customer service! I was traveling with 3 kids and had two busters which I wanted to gate check. The person at the check desk said that I need to check both busters and get them back at the baggage claim. I explained to her three times I did not wanted to check those items and retrieve them at the baggage claim. She printed out and put the papers on the busters without me agreeing to it. The other person working at the gate realized what was going on and stepped in and helped the situation. She printed out the correct tags and we were able to check the two busters at the gate and retrieve them as we walked out of the airplane. The first worker did not even apologized for her lack of customer service. Shame on this person and the airline who hires incapable people!
AircraftBoeing 737
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteDallas Ft Worth to Columbus
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"All around horrible experience"

(United States)

Verified Review | Flew American Airlines from Seattle to Boston via New York. Awful experience - 3 hour delay, missed connecting flight, rebooked on a flight 4 hours later. Customer service agent was too busy involving herself in everyone else's issues while she was "helping" me that by the time she found a different, earlier flight out of a nearby airport we wouldn't have enough time to make it. Then they booked me in the last boarding group in my flight. There were plenty of open seats in business class - those were never offered. All around horrible experience, I don't ever plan to fly American again.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteSeattle to Boston via New York
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"terrible first class"

(United States)

Verified Review | Terrible first class. No seat infotainment screen. There is only a small ~9” screen 2 seats in front of me. Totally poor for first class in 2017. Food was mediocre at best. Overhead bins are smaller than average. I won’t be flying American again if I can help it.
AircraftBoeing 737
Type Of TravellerFamily Leisure
Cabin FlownFirst Class
RouteWashington to Las Vegas
Date FlownOctober 2017
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

"cost me an appointment"

(United States)

Verified Review | I had a connecting flight to DC. Plane was to arrive in plenty of time to connect. Flight to D.C. overbooked (I confirmed with customer service). Plane held in Tallahassee. Pilot said we will just sit here for a while. Arrived at gate at exact boarding time ended. Plane left 5 minutes early. Cost me an appointment with my congressman and senator. Lesson is to allow at least one hour between connecting flight to important destinations and connecting customers can be held hostage.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteTallahassee to Charlotte
Date FlownOctober 2017
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

"never fly American Airlines again"

(United States)

Verified Review | Columbus to Chicago. The worst experience I’ve had flying with an airline. The tickets are much more expensive than their competitors (Southwest, etc) and there is less room for seating and less room for carry-ons to be stowed above. The overhead storage space is so limited that I had to check a carry-on I brought, which may cause fragile items to be damaged. When asked about why I would have to check this, the female attendant spoke with an extremely annoyed and sarcastic tone telling me “well that’s too bad, you can take a seat and book another flight”. This is awful practice, and is a mystery to me why a person like this is getting paid to represent a company. I will never fly with American Airlines again, and I suggest anyone considering flying with them abandon that idea. Also, boarding began after the scheduled time as well as take-off.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteColumbus to Chicago
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
4/10

"Bad customer service"

(United States)

Verified Review | Detroit to New York. This was my first experience and it was not great. American’s online boarding pass links did not work, so I had to get agents to print them at my layover city. My flight home was cancelled and no voucher was offered. When I arrived in Charlotte there was no agent at my gate to help me, so I had to find another agent at another gate. That was after the kiosk computer could not find my flight information. Bad customer service.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteDetroit to New York
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"American Airlines are the worst"

(United States)

Verified Review | Boston to Memphis via Chicago. American Airlines are the worst. Delayed flight 5 times in 20-30 minute increments. Had they been honest from the jump I could have made other arrangements. Airline ticket is a contract allowing 2 carry on bags, which AA are now claiming isn't the case on this aircraft though the fine print neglects to mention that. They demanded I part with valuables and check bag to fly. (Literally just got off AA flight that allowed it- standard size carry on). The flight attended looked me in the eye and point blank lied at 9:45, claiming the flight was leaving at 10.
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteBoston to Memphis via Chicago
Date FlownOctober 2017
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

"one of the worst airlines"

(United States)

Verified Review | Cancun to Knoxville. American Airlines is one of the worst airlines out there. They overbook and the planes are very much out of date. Our plane in August to St. Thomas looked straight out of 1970 with no in flight entertainment. Still even has ashtrays. How is that for a 4 hour flight? We paid way too much for that type of service! Unfortunately where we live and want to fly to, we have 2 choices which are AA and Delta. From now on, we will try and take Delta. Our last 3 experiences with AA have been lackluster. We were bumped from our return flight we made 7 months in advance with little compensation. They put us up at a hotel and gave us each $20 for dinner, breakfast, and lunch. Breakfast alone was $23 per person plus tax for a buffet so you can imagine how much lunch and dinner was. The hotel AA put us in said AA overbooks and bumps people often! Not to mention the extra money we had to pay for pet sitters and time missed from work coming back over 24 hours late. They made very little apologies. After emailing back and forth, I finally got $200 flight vouchers. But it didn’t come easy. Plus we have to go through Charlotte, NC for connecting flights which is the rudest airport I have ever been in.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteCancun to Knoxville
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"no more AA flying for me"

(United Kingdom)

Verified Review | From Washington to Chattanooga all the staff except one attendant on the flight was rude. Once there we had three hour delay that no one seemed to know why. We did however get to stand on a bus for 45 minutes while they lied about not having a flight crew, it ended up being the staff that was onboard while we stood on the bus. No more AA flying for me.
Type Of TravellerCouple Leisure
Cabin FlownPremium Economy
RouteWashington to Chattanooga
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
4/10

"waited over two hours for a crew member"

(United States)

Verified Review | Denver to Chicago. I this the attendants and CPU yet staff are just as nice as any other airline. I think the problems I encountered are higher up their food chain. Flying Den to Chi, delayed an hour. Two days later, return flight we waited over two hours for a crew member. I've had more delays than on time flight with American, so plan ahead to be comfortable, because you never know if you'll leave on time or have to sit around and wait for them to get their poop in a group!
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteDenver to Chicago
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no