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

"Absolutely horrendous experience"

(United States)

Trip Verified | Absolutely horrendous experience. We arrived to the airport and boarded quickly. On the runway the plane broke down, we spent an hour just sitting on the plane waiting for our next direction. We were finally taken off the plane and told there was a slight delay that would only take an hour. This delay happened a total of 6 times! All in all, we ended up waiting 11 hours at the airport for them to finally get the plane running. Two flight attendants running out of the boarding gate refused to stay on the flight. Flight cancelled and no more flights until Friday. A very nice man found one spot for us to rebook, but made us aware of the 75% chance we would even get to board. We are taking the chance. I’m writing this review whilst sitting in an uncomfortable chair at an airport waiting for my 9:00 pm. Flight that was supposed to happen at 7 am. I got a 12 dollar food voucher as compensation for waiting 11 hours. I guess it is better than nothing.
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RoutePanama City to Dallas/Fort Worth
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"you will be disappointed"

(United States)

Not Verified | Percentage of American Airline flights on time: 81.45 percent. Percentage of American Airline flights that are late or canceled: 18.55 percent. As the world's largest carrier by fleet size, passengers carried, and passenger revenue, American Airlines has nearly 6,800 flights daily to 350 destinations. However, according to data from the BTS, almost 19 percent of them are delayed or canceled. Flight leaving MSY was delayed by 45 minutes, then waited at the gate for 90 minutes while 1 baggage handler to load 10X the amount of luggage compared to those on the aircraft, landed late to Chicago O' Hare, but had just enough time to get to the gate for the connecting flight, only to find out American Airlines gave away my seat to a standby passenger, and cancelled my boarding pass, the next flight from Chicago to Minneapolis was not until the next day, I purchased a one way ticket from Delta, do not book your travel with American Airlines, you will be disappointed.
AircraftA319
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew Orleans to Minneapolis via Chicago O' Hare
Date FlownMarch 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

"Don’t do it"

(United States)

Trip Verified | Literally the worst. Do not book with American. Both flights were delayed making us miss our connection then the connection was delayed, dirty planes, unfriendly staff, awful airline communication. Don’t do it. You’ll be lucky to even make it to your destination if you travel via American Airlines. And one would assume during Covid there is more cleaning but nope! Nasty.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDallas Fort-Worth to Miami
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"We are all very disappointed customers"

(United States)

Trip Verified | On Friday, Feb. 18th I and six other Ladies were traveling together on American Airlines flights from Nashville to final destination Shreveport LA, to arrive at 3.04pm with a layover in Charlotte, NC, on flight #5685. We received a notification at 7.50am that flight #5685 had been delayed until 1.59pm, we arrived at BNA at 8.00am to board flight #844 from BNA to CLT leaving at 10.08am with a board time of 9.33am. At 8.29am we received another notification that the flight was delayed again until 4.10pm. 35 minutes before takeoff at 8.56am we received a notification that flight #5685 was canceled. We instantly started looking for alternative flights. At 9.17am we received a Rebooked notification from AA for a flight leaving on Sat Feb 19th at leaving at 5:27pm the next day. We all needed to be in Shreveport for a 10.00am Ceremony that was scheduled for us as the main attendees. Others involved had already started their travel from other states. We could not miss the event. We decided to change the flight #2244 traveling from BNA to DFW at 5.37pm and drive 2 hours and 53 minutes by rental car. The flight #2244 was also delayed twice. Once to 6.05pm then to 6.29pm. We rented a car for $349 at the DFW to drive the remaining way. Paid for in full up front during booking. Once we got to the DFW airport rental car location. That there were no more cars available at any of the rental car locations. Our rental was through Thrifty. The Manager said that the 3rd party sites were overbooking and that they were only honoring reservations older than a week. So at that point we were all stranded at DFW. We called shuttle/car/bus services, with no luck. We finally found a cab that would drive us to Shreveport from DFW for $450 cash that we borrowed from a family member. At that time it was after 12am, we arrived in Shreveport after 3am. This was a horrible travel experience. We are all very disappointed customers. Looking forward to hearing how AA can rectify the situation. Their response was a month late and they said sorry bla bla bla. Here is 12000 travel miles, when I have none at all, but the others lady's that traveled with me got refunds, travel miles and $200.00 travel voucher to be used in a year.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNashville to Shreveport
Date FlownFebruary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"having your flight changed 5 times and given a 9 hour layover is unacceptable"

(United States)

Trip Verified | I understand that there are circumstances especially due to covid that would create flight changes. But having your flight changed 5 times and then given a 9 hour layover is unacceptable. I changed the flight to a different one that not only was an inconvenience, but it took away time from the resort I'm staying at. In addition, I am flying first class and one leg of the flight, I'm not even sitting with my husband due to the fact the new flights seats are already booked up. When bringing this matter to their attention, this was the response I got: March 22, 2022 Hello Mrs. Nash: Thanks for reaching out to us. I'm so sorry to hear how your plans have been affected by this schedule change. As a traveler myself, I know schedule changes can be unexpected and often unwelcome, especially for those of us who carefully plan itineraries. I understand that you would like other flight options, and have questions about your seat assignments. Our Reservations representatives will be happy to assist you. For your convenience, they're available 24 hours a day, 7 days a week by calling 800-433-7300. Please have your record locator DIHPAO handy. Our Reservations team may be experiencing a higher than normal call volume, and we encourage you to see if you are eligible to make changes online at aa.com. You may also want to try calling closer to the date of travel. I understand that you're requesting compensation due to the unexpected change in your itinerary. We know that schedule changes are not always convenient for our customers, but they are a necessary part of the normal operation of the airline industry. While I understand your perspective, I must respectfully decline your request. Mrs. Nash, from all of us at American Airlines, we thank you for flying with us and appreciate your loyalty as an AAdvantage® member since 2019. We look forward to caring for you on your next journey.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteLos Angeles to Antigua
Date FlownMay 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"never using American again"

(United States)

Not Verified | I have a 300+ dollar flight credit from American and part of me does not want to use it because of the awful experience I had today. Not only did American put us on a flight with no air conditioning for over an hour, which felt like a sauna. The plane was missing a part and instead of letting us stay in the airport, we all almost overheated on an airplane. Due to their delay, we barely made it through customs when arriving to the US, ran across the airport, and almost missed our second flight. Oh by the way, they lost my bag. Somehow I got on my plane and my bag didn’t. I have traveled for most of my life to all different states and countries, and including on many budget airlines, and I have never been so annoyed at an airline. And this was the second time I almost missed flight because my initial flight to Mexico was delayed by two hours and I found myself running across the same airport to catch the connecting because American did not give us enough time to actually transfer. Day 2: American outsources their luggage to other contractors. They gave me one file number at the airport. The company gave me another. The outsourced website says that my bag would have been delivered by 7 pm and it is 9 pm now. There is no number or any sort of contact information. I called American, was on hold for 30 mins for an answer of it’s the company’s job to update the website and they do not have any contact information on file. So I have to put in the work when they lost my bag in the first place. I called the outsourced company and it went to voicemail, even though they said they were open until 10. American had no real sympathy. I’m happy I made it to New York, but I am never using American again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMiami to New York
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"Super disappointing"

(United States)

Trip Verified | One of the worst first class experiences ever. In-flight entertainment nonexistent. How difficult is it to properly provide wifi or streaming. Delta was way better on the trip down. I will never use American airlines again. Clown shoes. Super disappointing.
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteTampa to Charlotte
Date FlownMarch 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

"worst flying experience ever"

(United States)

Trip Verified | I am an experienced traveler flying at least once a month for the past 12 years. Today I experienced the worst flying experience ever. 6:00 am flight from Sacramento, delayed two hours, then another two hours, and another, and another. Total wait time 9 hours and then they canceled the flight until the next day. No apologies, no flight vouchers. Just your flight is rescheduled until 8 am tomorrow. Apparently, there was a leak in one of the bathrooms? They ordered the part and when the part arrived, the mechanics were working on another plane. Oh, and guess what, it was the wrong part! Total incompetence! Poor communication and no one took charge. There was no one to speak with expect agents who can’t do anything. Who the hell is in charge here? American Airlines needs to take look at Southwest to see how an airline should be run!
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSacramento to Dallas Ft Worth
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"cheapened everything about their service"

(United States)

Trip Verified | American has been reducing steadily service and quality since Covid - and it is being noticed. My flight from Charlotte to Evansville was 1hr 20min, but no drink / snack cart was brought out. The attendant announced that drinks "available upon request" (and this has happened before), but only 2 asked for a soda. This flight had 1 open seat - due to the fact that American dropped the flights from Chicago to EVV forcing people to use Charlotte. The Admiral Club in Pittsburgh was closed 6 months in 2021 (for renovation) and is now open but closed on Sundays. And now the main club at Charlotte is down 6 months. The Platinum Pro / Sapphire phone-in number has a typical wait time of 3 to 4 hours, and then you get an agent with an Indian dialect that does not know how to navigate the Sabre system - so American has outsourced this service to India and I assume laid off the well trained U.S. agents we used to enjoy. Finally, American has changed their program to Loyalty points instead of flight miles and segments. In short, American has systematically cheapened everything about their service - for preferred and non-preferred passengers alike.
AircraftEmbraer 145
Type Of TravellerBusiness
Seat TypePremium Economy
RoutePittsburgh to Evansville via Charlotte
Date FlownMarch 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

"their staff were rude, inconsiderate and no common courtesy"

(United States)

Trip Verified | This is related to our flight March 14th - it was just cancelled, all other flights for Lauderdale still went and booking was made for the next evening 8.45pm. We missed our cruise. We had booked through the cruise so we would get better service and coordination. Our baggage went the same day to Fort Lauderdale and we couldn't. I was hoping they would coordinate and make sure we could get on the next flight and not miss our cruise. Many of their staff were rude, inconsiderate and no common courtesy of being nice.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteKansas City to Fort Lauderdale via Charlotte
Date FlownMarch 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