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

American Airlines customer review

(United States)

Trip Verified | I paid $977 for a round trip flight from Houston, Tx to Peoria, they don't even offer a free checked back and have the nerve to have the wrong measurements for carry ones knowing your going to be flying the smallest plane when going to a smaller city. The AA measurements for a carry-on bag is not correct and they know it which makes customers be forced to pay for a checked bag! I had one personal item in a carry-on that i know for a fact was measured correctly because i got the brand and also the measurements for the bag to make sure it was in fact able to be carried as a carry on. Iarrive early to the airport to make sure it was indeed the correct size and got my boarding pass an went on through security i get to board my plane an your flight attendant tells me its too big when one of your workers before even going through security measured it told me it was the correct size. Then the attendant stated were on a smaller plane. I had to pay $60 more dollars to check my bag that was the correct size because you want to fly small planes and your measurement stand that you have you know is not correct for the sizes that you state on your website. On my flight home after paying over $1000 to fly I couldn't even use the restroom because it was out of order so for 35mins.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHouston to Chicago
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

"Her voice and tone turned hostile immediately"

(United States)

Not Verified | I would like to complain about the Customer Relations department which is the only department that customers can only write in to address issues and concerns via email. They never replied until I went through a reservation department yesterday. The supervisor of the reservation department was very nice and took an effort to bring forward my questions and concerns to the department. This morning at 8 am I received a voice call from the Customer Relations Department from a lady who claimed she is the executive administrator of the department. She elected not to align with my views and queries. I respected her decision. However, I told her what a lousy service her department has been provided and not the American Airlines that I used to like and know. She immediately changed her voice and tone toward hostility of my view. I told her I wrote four emails for more than 2 weeks and never get any replies from the department. I expressed that we as the Customers have no way to call and address issues and concerns to the executive branch of her department. She argued all emails were read by the executive branch. If this is the case, the four emails that I wrote should have been gotten a reply. She said that was the reason she called this morning. I told her she called not until I escalated my questions to the reservation department threatened to bring them forward to the CEO or go public to put in a review. I hope this email is read by the CEO and take the immediate investigation into the services provided by this Customer Relation department, especially to this lady who called me this morning. It was a horrible conversation. When this so-called executive administrator called this morning was not friendly and rude and could not take criticism. Her voice and tone turned hostile immediately once I expressed my view of bad services provided by the department. I have been a loyal customer and am able to achieve the highest elite status each year.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteNarita to Dallas
Date FlownApril 2021
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 could not get my refund back"

(United States)

Not Verified | AA gives these good priced promotional tickets for Japan Olympics. But then the Covid pandemic hit, and I could not get my refund back from the airlines. Instead I was told by the agency that they could only issue credit for use in the future. But another year went by and the government banned all foreigners completely. So then the different Covid and Omicron variants came out. We are senior citizens and have secondary health risk factors. So the agency and AA each point at each other to handle this matter. I was told AA would accept the use of the ticket and the balance can be used in the future. But AA says they won't do it. AA only cares about its preconceived bottom line which is to make a quick buck at the suffering of the consumer. So from now on boycott American Airlines.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLos Angeles to Tokyo
Date FlownDecember 2021
Value For Money 12345
no
1/10

"gone way downhill"

(United States)

Not Verified | Miami to Las Vegas. AA has gone way downhill since the pandemic. 5 hour flight in premium economy and we were given one pack of nuts and a glass of cold soda. Flight attendants were rude and rushed to the main cabin. Don't fly with them unless you're willing to fork out the extra thousands to fly first class. There was no food or alcohol for sale in the main cabin at all. Their service already sucks the least they could do is let me pay them my working class money for a drink.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteMiami to Las Vegas
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

"Six hours of wait in the airport"

(United States)

Trip Verified | Six hours of wait in the airport and there’s still no plane to board. Happens almost every time with American Eagle. The MO is to delay you by hours since your time is worthless. They should shut this airline down permanently and redistribute it’s assets between passengers that have been suffering for hours. Profound Incompetence should have a limit.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePensacola to Washington
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

"Avoid this company at all costs"

(United States)

Not Verified | On January 23rd 2022 I booked a 4-night honeymoon vacation to Key West, which 2 roundtrip flights with American Airlines were part of. The first thing that happens to start the list of many problems is the first flight was cancelled due to weather. The AA agent at the airport told us they knew about this 4-5 hours ahead of time and no notification was sent to us, we checked all morning and the flight showed "on time". After waiting for two chances at standby for 5+ hours our only option was to book a flight the following morning that AA said they would book through United Airlines for us. No proof or tickets were ever given to us or offered at this point. We show up the following day for the make-up flight, and United Airlines tells us that American Airlines never booked the tickets properly and because of that, we had no flight. We go back to talk to AA supervisor, and she gives nothing but excuses (with no care about the situation) and tell me there is no way to print me proof that the tickets were ever booked. This mistake cost us two days worth of luxury hotel reservations. I believe the agent never truly booked us tickets, and used United as a scapegoat to cost us more money. They also shipped our checked bag to Key West on the initial flight to arrive to Key West 2 days earlier than we even could. I attempted to reach someone to discuss this through their phone system, and was met with 20+ minutes of holding to be told that internally American Airlines does not have a way for customers to speak with someone about the compensation they owe certain customers. Every step of the way American Airlines makes things as terrible and impossible as they can for their customers. Avoid this company at all costs. There is no worse option for travel in the industry than American Airlines.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBoston to Key West
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

"offered nothing and treated badly"

(United States)

Trip Verified | I've heard horror stories from American airlines and after this weekend I believe every single one of them. Our trip started off in fort Lauderdale after vacationing in Florida for 10 days we were ready to get home. But when we arrived at the airport our flight was delayed 3 hours. They blamed it on weather and an unruly passenger. (Although I beg to differ, it's because of vaccine mandates and over booking flights) but so when we landed in Charlotte our connecting flight to home to Portland, Oregon had already departed. We then stood in a line for 2.5 hours and were told out only option to leave there was to go to Texas and try and get a flight from there home the next day. So the following morning when we went to our gate in Texas to fly home we were told we were in the 20s on stand by. Only one stand by person got on that flight and so they rolled us to the next flight .. after 4 flights through put the day with no closer to getting on a flight, we tried to fly anywhere closer to the west. Just so we could drive home. But all flights were over booked and were told the only this to do was continue to wait for a stand by. We would have been there for a week if we stayed with American airlines. We eventually bought new tickets on Alaska airlines at the next time we could and that was 3 days later. So we then had to get a hotel for 3 nights, food and clothes because American airlines decided to go ahead and ship our bags home, knowing full well we were not going to be on that flight. And off all the 15 plus American employees we encounter all were awfully rude and sucked at customer service. We were offered nothing and treated badly.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteFort Lauderdale to Portland 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

"Don’t waste you’re time with them"

(United States)

Trip Verified | Worst airline in the world. Never again I would travel through American Airlines. If I could give them negative stars I would, unfortunately I can’t. Don’t waste you’re time with them.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMiami to Los Angeles
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

"said they have very limited snacks"

(United States)

Trip Verified | This flight was very painful experience of my life. I lost my mobile at the Miami Airport so me and my husband were upset and trying every possible way to relocate my phone. In that hassle we forgot to buy some snacks for my son. After Boarding, My 4 yr old boy was being fussy as he was very hungry so I asked one of the flight attendant if they can give some snacks for my kid, they said they have very limited snacks. After My hungry child started Crying, they handed him a snack. It was so pathetic to see how they were trying to hide snacks. They lack the most important and unique character of human and humanity. I am not trying to blame All the AA flights because travelling from Denver to Miami was very pleasant and memorable experience for me and my son. My son had chance to visit inside the cockpit and talk with the pilot. probably he was expecting the same treatment in the returning flight and got disappointed to find out the opposite.
AircraftBoeing 737-800
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMiami to Denver
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"complete overreaction by the terrible AA staff"

(United States)

Trip Verified | I hate flying on AA with a passion unknown to mankind. The reason I chose to fly from to MIA on AA recently is that it was non-stop-if either the really, really nice folks at SWA or even the marginally nice folks at Delta or UA had a non-stop on this route, I would have flown with them at up to double the fare-seriously-that is now much I hate flying on AA. I have NEVER had even an above average flight with AA & have been flying domestically & internationally since I was 20 & have no idea how many times I have flown with AA during that time but it has been at least a dozen or two times or more. That may seem hard to believe but it is 100% true. Mostly recently, an AA counter agent at MIA misinterpreted what I said to another passenger in line. This happened a day after I missed my international flight due to their errors and they would not let me on the flight even though the flight had been delayed but they wouldn't reopen the door. They treated me like a child and made me wait until the end of boarding after another alleged agent manager admonished me for something I didn't have clarity on what I did. Then, after I arrived at my destination, I learned that their staff, based on hearsay, said I made some sort of vague "threat" I did not make to anyone (I was talking to someone on my phone so naturally they could not hear the other side of the conversation) and I was detained at immigration at my international arrival location and illegally held beyond 48 hours in a jail cell with no ability to contact the US consulate or attorney before I learned that AA had lied - they stated it was not their decision to then have me deported, but they started the process based on false info. I mean if there was really an issue, why did they allow me to get on the flight to begin with? Naturally, AA tells you nothing. It then took me over a week, a lot of stress, and a lot of money to the right connections to get back into the country of my final destination. I have suffered both mental and physical fallout from this situation, a complete overreaction by the terrible AA staff that had no basis in any reality or danger whatsoever. Of course when one reaches out to "contact us" at AA for weeks you get auto-generated e-mails then naturally, nothing-no response at all. This is after AA tried to ruin my life after I had just retired.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMiami to Belize
Date FlownJanuary 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