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 5917 reviews
2/10
3 star Skytrax Rating
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1/10

"It’s took over 2 weeks to get to get a response"

(United States)

Trip Verified | I recently had the displeasure of booking a flight for my son and I on American Airlines. We were to fly out of DCA to Boston Logan. I paid for seat upgrades at the gate, the flight boarded and apparently the plane broke on the runway. We were brought back to the gate and told a replacement was en route and to stay at the gate. After another hour we were told no plane was coming and they could not find us a flight until Tuesday (it was Sunday). We were told to go to customer service for anymore details. The airline had multiple canceled flights with over a hundred people in line and one customer service agent working! My only option was to take a red eye to Providence, take a $300 Uber ride to Boston, pay more time in central parking and miss a day of work (and school for my son). Once finally home I contacted American via email because they won’t take phone calls about these issues. It’s took over 2 weeks to get to get a response. First off I was never refunded for the seat upgrades I was promised by customer service that I didn’t use. Second I wasn’t compensated for Uber ride, parking overages or missed work. What I was given was 7,500 air miles worth basically nothing. And more insulting was I never received the air miles for the actual fight, so the 7,500 miles was les that what I actually was entitled to! Do yourself a huge favor and fly another airline!
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteWashington to Boston
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"I have been at airports for 11 hours"

(United States)

Not Verified | We arrived in Philadelphia for a connecting flight and rushed onto the plane to find that the brakes are broken. Then we get off and wait over 3 hours for another plane. When the plane finally arrived they “cleaned it” for an hour and a half. We boarded the plane and waited another hour and a half because they “forgot to move the luggage”. I am angry and I have been at airports for 11 hours, while only being in the air for 50 minutes. Really frustrating.
AircraftA319
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePhiladelphia to Cayman Islands
Date FlownApril 2022
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Talking with them leaves you hopeless"

(United States)

Not Verified | I have never seen such a horrible customer service. I unfortunately had to deal with them for my parents (70 years old). You have to spend a minimum of 1 hour on the phone for somebody to answer. Nobody is helping, like really not helping and not willing to help. They give false information all the time. Talking with them leaves you hopeless. At the time I had to deal with them, I was like "ok, this is how I imagine hell to be".
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteParis to Austin via Dallas
Date FlownApril 2022
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

"delayed multiple times until it was cancelled"

(Greece)

Trip Verified | Instead of being at my home with my family in Greece celebrating orthodox Easter, I am in hotel in Chicago. Our flight was delayed multiple times until it was cancelled, there was no warning, we just had to waste 8 hours at the airport until American Airlines admitted they could not staff the flight. They send us to a hotel in the middle of nowhere. After such a long day I can't even have a drink or smoke a cigarette.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteChicago to Athens
Date FlownApril 2022
Ground Service 12345
Value For Money 12345
no
1/10

"Worst customer service experience"

(United States)

Trip Verified | Worst customer service experience I’ve ever had. They re-routed our flight to refuel without notifying us, causing us to be stuck on the plane for 5 and a half hours without food except pretzels, and the delay made us miss our connecting flight home. When asked what we should do, the flight attendant looked me up and down and told me to run (I’m 6 months pregnant and traveling with a toddler).There were no other available flights to get us home that day, so we had to get a rental car and drive for hours. When I tried to call customer service I was told multiple times that I need to send an email because no one actually works in customer relations and that no one would help me. I was given a laughable amount of “trip credits”, which I am unable to use and asked if I could have my money back for the flight they caused us to miss. I was told I was lucky to even get flight credits and that they wouldn’t help me any further. Everyone I spoke to, including supervisors, had an extremely hostile attitude. On the actual flight the Wi-Fi wouldn’t work, my tv screen didn’t work and it was extremely hot on the plane.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCharlotte to Charleston
Date FlownApril 2022
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

"warn you not to travel with American Airlines"

(Germany)

Trip Verified | Flights from Munich to Cancun and back. On the way to Cancun one of my connecting flights was canceled out of nowhere. Luckily my final flight was delayed so at least i was able to get catch it after the customer service rebooked me. Still this was very stressful. On the way back the real nightmare occurred. I had to enter and leave the airplane 3 times due to technical difficulties. This led to me missing my final flight home. So they rebooked me for a flight where i arrive 37 Hours later, then planned with one additional transit and one stay at a shabby hotel. To add insult to injury, they gave me a ridiculous 12$ voucher so I could get something to eat for the additional 26 hours i would have to stay at the airport. So to sum it up: total delay of around 40h hours back and forth, one stay at a cheap hotel, a 12$ food voucher and no compensation whatsoever. I warn you not to travel with American Airlines.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMunich to Cancun via Charlotte / Miami
Date FlownApril 2022
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

"abusive and degrading experience"

(United States)

Not Verified | This was by far the most abusive and degrading experience I have ever had traveling. I was rudely humiliated by a boarding agent because I requested to speak to a manager after my elderly mother was screamed at and berated. We were also told that our recent family death was insignificant because “people die every day” this was the most horrifying experience that I pray to god no one else has to go through. The whole incident was recorded as well.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLos Angeles to Ft Lauderdale
Date FlownApril 2022
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

"customer service was awful"

(United States)

Trip Verified | Booked a round trip flight from PIT to TUS through DFW. The flight out was slightly delayed, which cause us to miss our connection. While several other flights were scheduled, we couldn’t get on a flight until the next day and had to get a hotel. On the return flight, same thing happened. We missed our connecting flight by 5 min. The airplane was still there but the gate agent had already closed the door and wouldn’t let any of us on. In both instances, customer service was awful. They treated us as if it was our fault for being late. Also, in both instances, they couldn’t accurately track our luggage.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteTucson to Pittsburgh via Dallas
Date FlownApril 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
4/10

"I continue to be disappointed with the service"

(United States)

Trip Verified | I continue to be disappointed with the service on American Airlines. I am a million mile customer, currently with Platinum status and I travel for both work and pleasure. I fly several different airlines, however living in Miami, American has good schedules. I do want to note, that the inflight service has been getting worse over the years and is at an all time low right now. No consistency between flights, crew members are cranky and unwilling to help and if you run into any service disruptions they basically turn their back and walk away. It's very upsetting to be treated this way as a loyal customer. I have other choices to fly, and I am starting to move away from American like many in this area - just because they are the biggest in Miami, does not mean they are the only option.
AircraftBoeing 777-300
Type Of TravellerBusiness
Seat TypePremium Economy
RouteMiami to London
Date FlownApril 2022
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

"lack of commitment to deliver"

(United States)

Not Verified | I am writing this message as a very frustrated customer. I have attempted to be patient but when American Airlines lack of commitment to deliver, poor on-time scheduling, and frequent cancelations on flights cause issues where they affect my livability and work it is a severe issue. I expected to board my flight (AA2915) at 3:28PM; however, upon my arrival to the airport I came to find out my flight had been cancelled. I was patient with the agent but when they advised me that the earliest they could get me out on a guaranteed seat was Thursday, I had no option but to go on stand-by. This was havoc since the passengers that were not able to fly were also on standby, so it was a hefty list. I was unable to board the 5’ish flight since it was overbooked by over 30 people. My original ticket was to leave Tampa and my destination was Columbia, SC. I spoke to the agent downstairs once again since the gate agents were bombarded by people and pleaded because I needed to leave that Sunday, and the agent was very condescending which I grew very irritated. They gave me a ticket for 6AM the next day to just go to Charlotte on standby and I will drive 2hrs from there. That is the extent of frustration, and disappointment due to the unreliability in travel arrangements is costing me. The following day I got to the airport bright and early to finally board a flight and TSA did not let me through since they stated my ticket was not valid and it did not have a gate. I explained this is the ticket that was issued to me and they apologized but could not let me through. I had to go back down to the terminal and once again wait in line for 30 minutes and have the agent go through their process. They told me I will be missing the flight and they will reschedule me again. This is the 4th attempt! I travel frequently for work and only use 2 airlines but the fact that every time I fly American there seems to be an issue even when the weather is good. Both days there were sunny skies and clear of clouds. If it staff issues I recommend hiring more reliable people, if it is maintenance hire more techs, if it is operations the get them retrained. Time is money and I had to lose a day of pay, get lectured by other people because now I look unreliable. Now American is literally tarnishing with my livelihood and my hard-earned reputation. This has happened to me 3 times in Texas and now once in Florida. It is either extended delays over 12hrs or cancellations. Now to add to it I have to drive 2hrs to get to my final destination.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteTampa to Columbia
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no