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

"You don’t communicate anything"

(United States)

Trip Verified | You are the worst airline. You don’t communicate anything. You had an entire plane of passengers just sitting on the tarmac waiting and not one word was said as to why. We sat there for well over an hour and I will now miss my best friends wedding whom I haven’t seen in years because I have been serving in the military over seas. So glad I wasted $1000 on these horrible tickets. Thank you for ruining what was supposed to be an amazing surprise.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteWashington to Pensacola
Date FlownFebruary 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

"No offer of refund, no apology, no mention of compensations"

(United States)

Trip Verified | It’s a quiet Saturday morning, after perhaps the most frustrating and difficult experience of a lifetime yesterday. Tina, Nicole, and I began our day yesterday morning by getting ourselves to the Asheville Airport for our two legged trip to Las Vegas and then driving to Zion National Park for our son, Bryson's, wedding this morning! When we arrived at the Asheville desk of American Airlines, we were told that our flight to Charlotte was running late, but not to worry, we would arrive in plenty of time for our connection to Las Vegas. As that flight became later, we were informed by the tickets agent at the gate that we were not going to make our connection. American had two more flights yesterday from Charlotte to Vegas and she said that we were in the numbers one, two, and three spots on stand by. She then stated with all of the delays they were experiencing in the system, we were a shoe in for the next flight. We decided to go ahead on to Charlotte and wait for the next flight four hours later. Well, that flight was over sold and we didn’t get on that flight. The next flight was two hours later and we were met with the same fate on that one, a no go! When confronting American Airlines service, informing them that we have now missed our sons wedding, and we are in Charlotte, where we don’t live, they simply throw their hands up and tell us that we’re on our own from here! To make things even more difficult, we wait around for over two hours trying to recover our luggage. That too was a failed effort and our luggage as of this morning is still somewhere in the American Airlines system between Charlotte and Las Vegas? We had to rent a car, drive home and get here at 1.30am. We will complete the drive to Asheville this morning to go and retrieve our car, and the family of the groom will miss the wedding. The most aggravating factor is, as we found out, our original flight from Charlotte to Vegas was delayed as well and we probably did arrive in Charlotte in time to make that flight. It is my belief that the flight was over sold and they chose not to inform us that we were going to make the flight so that they could accommodate other passengers that were waiting for that over sold flight as well. Instead of asking for us to volunteer to step off, and because we were in Asheville, they just didn’t tell us the flight from Charlotte to Vegas was delayed as well and we were going to make it! Every single correspondence with American personnel was difficult and frustrating. They have no concept of service nor do they care. This is the second time in a row that we have flown American and ended up getting stranded and having to rent a car to drive with no consideration from American. I was interrupted while writing this to answer the American Airlines service representatives call. I conveyed to her, just now, this exact same story of yesterday’s mis adventures, and you cannot possibly believe this, she asked me what it is that I am asking of her?! No offer of refund, no apology, no mention of compensations for the days expenses, a big fat nothing! I have flown American Airlines my entire life. This is two trips in a row that this airline has fumbled, and the nightmare of a lifetime of missing our sons wedding! I will never have anything to do with American Airlines ever again. I strongly advise anyone to give due consideration before choosing American Airlines for travel!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCharlotte to Las Vegas
Date FlownFebruary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"The attendants did not care about my situation"

(United States)

Not Verified | My flight from Pensacola to Miami was delayed by 40 minutes due to plane maintenance. I asked the desk attendants and flight attendants if I'd be able to make my connection to Nassau with AA because that only left me 30 minutes between landing and take off. There were problems and delays getting off the plane, and I missed the doors to my connecting flight to Nassau by 2 minutes. They would not let me on the plane, and could not guarantee me a flight to Nassau this weekend because they were all booked. The attendants did not care about my situation. They simply kept saying there was nothing they could do, talk to this person. I keep getting passed on to the "next person" who is supposed to be able to help me yet I've gotten no help. I'm on standby, and this next flight is now also delayed. I keep being told conflicting advice, saying I'm able to have tickets refunded, but then I'm not eligible without canceling the remainder of my flights even though they are completely separate itineraries. I'm beyond frustrated. I'm pregnant and traveling alone and this just isn't acceptable. This was my first time flying on American airlines and I will never fly with this company again. I want my money back for these tickets.
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RoutePensacola to Miami via Nassau
Date FlownFebruary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"I will never fly American again"

(United States)

Trip Verified | I will never fly American again and I could cite my recent trip to Orlando as the reason why as I found my checked luggage to be damage and unusable except the return flight to Phoenix was even worse. The staff on the plane are unpersonable in my opinion. The safety demo is a recording and not a flight attendant like the other airline I travel. We land in Phoenix about on normal time despite a delay out of Orlando. I go to the baggage claim carousel to wait for my 3 bags (2 luggage, ((1 new because of the damage on the flight there) and 1 car seat). The 2 bags come out no problem but no sign of car seat which is in a bag for added protection. After about 20 minutes my wife goes to baggage assistance to see if size is an issue. They say it'll be on the carousel, after another 15 minutes the carousel stops turning. My turn to go into the baggage assistance where they cant go by name but a number on the tag which they issue when I check in so why cant they check by name. She needs the tags so I grab the bag that was in my name as my wife had her bag and the car seat was in my name so I only needed mine. The lady is a little incompetent on that and thinks I'm missing 2 bags so I have to explain it to her again. There also is no concern on their part that I cant leave the airport as I don't have my car seat. She just smiles and happily says were trying and no sorry or nothing. In her calls I learn it was scanned off the plane at 1045am, its currently 1120am when I'm talking with this lady and still no car seat. It finally pops onto the carousel at 1123am so almost 45 mins for a car seat to get to baggage claim when my other bags were there in 5-10 minutes. Unacceptable and delaying my 2 hour drive home and finally a sorry you had to wait as I walked to retrieve my car seat. I will pay double or triple before I fly American again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOrlando to Phoenix
Date FlownFebruary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"zero accountability for their actions"

(United States)

Not Verified | The worst airline I have ever experienced! We had just about every bad thing that can happen to you on a flight experience happen to us on this trip. All the nightmares I hear about airlines came through from American on our way home from Florida. They rearranged our flight adding and extra layover and changing what should have been a 5 hour flight into a 7 hour. That was just the first part! During this change I was I. The phone with several customer service reps as our casual 11am flight time was changed to a grueling 3am time. I had several customer service reps easing there voice at me on the phone! We ultimately had to take the flight as is with nothing done about it. Get to the airport that day get on the first of what is now 3 flights. This flight lands and they delay the next one several hours until all of us on the flight miss the connection in the next airport. A customer service rep at the airport yelled at my fiancé! I called in again and was told they couldn’t do anything once again. We get to the next airport and running to catch the last flight we miss it due to the delay. We are then told they are not going to give us anything a hotel or new flight nothing. They finally find a United flight that my group and the other groups can fly to get home. Turning what should have been a 5 hour trip into 18 hours of travel. We then arrive home where my family had been waiting 5 hours to pick us up and our bags are not there. Customer service is also closed at this time. I call they say we will have to come back to the airport to get our bags the next day. Driving an hour out of my way to get my bags and one of them the entire back is torn off of it. They refuse to replace it and United steps in and offers to replace it. This airline has zero accountability for their actions. I know people who have one bad thing turn into a voucher for a next trip completely covered. We had everything go wrong rude customer service and I wrote them after and they still would not do anything for me.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
Date FlownDecember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"I have never seen this greed before, not even Ryanair"

(Belgium)

Trip Verified | Horrible experience. Not even boarded on our flight yet and I am already so disgusted by this airline that I need to write this review. Overall terrible experience. Check-in is a huge pain, American Airlines website is terrible, slow and difficult to use. Use of the Verifly app for Covid-19 information is another terrible experience for which no guidance is provided. This is a 16hr intercontinental flight, and you can't sit next to your flying partner. They purposely place you in different rows and then force you to pay $120+ per person, per flight to change your seats. I have never seen this greed before, not even Ryanair. Worst experience and worst airline I have ever flown ever.
AircraftBoeing 787-8
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteZürich to Orlando via Philadelphia
Date FlownFebruary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Never again American Airlines"

(United States)

Not Verified |Absolutely the worst, ridiculous and incompetent people to deal with. My first flight was delayed and i missed my connecting flight by 5 minutes. When i asked the stewardess what i should do, she doesn't know either and told me to just walk fast. First of all, you don't know? How can you work there and not know what to do? Can you not coordinate the schedule? Why even make those connecting flights when it is obvious that they never make it on time? I was then rerouted by a customer service to another gate which literally closed! Also never made it to my destination that day! Never again American Airlines.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLos Angeles to Westchester
Date FlownFebruary 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

"absolutely incompetent and rude"

(United States)

Not Verified | American is so awful. They are absolutely incompetent and rude. I had spoke to a representative and was told that I would get a full refund if I were to cancel a flight I was no longer able to go on. After this representative assured me I would get a full refund for my flight I went ahead and cancelled and then was told I was not eligible for a refund. Nikita the supervisor was nothing but rude and completely unhelpful. I asked her a question and she completely ignored me and ended the conversation. In the past flying with American I have had absolutely nothing but problems and inconveniences. I would pay for any airline over this one.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York to Amsterdam
Date FlownJanuary 2022
Value For Money 12345
no
1/10

"Horrible experience"

(United States)

Not Verified | Horrible experience. We've been stuck at the airport for 3 days. They kept delaying, then canceling, taking us to the hotel for three days, playing games with us. Once they board us to the plane and de boarded us again. Staff rude and aggressive. My husbands mask moved little bit down during the second day de boarding and flight attendant screamed at him and then to the pilot "he doesn't have a mask! " when he had. We finally spend another thousand of dollars and took another airline, Frontier after three days of AA games and got home safe. Never fly AA!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePunta Cane to Chicago
Date FlownFebruary 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

"absolute disaster that is American Airlines"

(United States)

Not Verified | I fly a lot. I’ve flown 3-5 times a year domestically and internationally for most of my life. I’ve had many horrible experiences with planes - delays, cancelled flights, etc. But, I’ve never experienced the absolute disaster that is American Airlines. It’s not the service. It’s the physical planes. My first flight COU to IAH was delayed due to mechanical issues (which they blamed on cold weather which the pilot told us wasn’t true- disgusting behavior by the airline). We were strung along for several hours that a rescue plane was coming. By the time they said we should rebook, all the decent flights were no longer an option. I would’ve had to fly to Dallas late then Houston the next morning. Family ended up driving 4 hours to pick me up because the airline wouldn’t give me a hotel voucher. I flew out of COU 13 hours late (the plane I was rebooked on was delayed as well). Flying home, I left from BTR and that flight was also delayed due to mechanical issues. We left 5 hours late. I missed my connection to COU, so was stuck in Dallas for 10 hours waiting for my flight. No food vouchers of course because it ‘wasn’t their fault’. My plane to COU was then delayed again. I didn’t get home until we’ll after 1am. I was supposed to be home before noon. I had to be up for work at 4am. Zero apologizes from the airline besides ‘sorry for the inconvenience but maintenance isn’t our problem’. Yes maintenance is your problem. The number of planes with mechanical issues I had makes me very reluctant to ever fly with this airline again. They can’t maintain their planes. They don’t notice issues until their passengers are about to board- and these are first flight of the day planes too. There’s plenty of time to check the plane after a flight to be ready for the next day. In my line of work, not checking your equipment would lead to people being fired. Maybe that needs to start happening in aviation. It’s not hard to check the plane after a flight. And if your planes are breaking down this frequently, maybe there’s a bigger problem. Also the complete lack of support for passengers being stranded (many people I flew with were forced to get hotel rooms and the airline offered zero help) is appalling. I’m in the service industry. I’d never dream of treating people like this. I won’t be flying American Airlines again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteColumbia to Houston
Date FlownFebruary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no