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

"I have lost all trust in AA"

(United States)

Not Verified | AA cancelled our flight. Ok, we lose a day of vacation in Turks and Caicos. We get re-booked on the same flight for the next day. AA cancels that flight too, just hours before takeoff. These were morning flights on good weather days. I have lost all trust in AA.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBoston to Providenciales
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
5/10

"customers can’t call for help"

(United States)

Not Verified | I’m no air industry / operations expert like many on here, just a frequent flyer. But from a customer perspective, I don’t see any other description for this weekend other than “meltdown”. Call AA reservations 9am Saturday morning. Told callback will be “more than 4 hours from now”. Actual callback 8:30 pm — nearly 12 hours later. On callback at 8:30 pm, put on hold. This has never ever happened before. After 15 minutes, hung up. I’m no AA basher. But if the flights go off the board and customers can’t call for help, that is a meltdown.
Type Of TravellerFamily Leisure
Seat TypeFirst Class
RoutePhoenix to Miami
Date FlownDecember 2021
Value For Money 12345
yes
1/10

"fly with someone else"

(United States)

Not Verified | Booked my trip a couple weeks ago and all seemed great. After a few days I got a notice that my connecting city and time was changed, ok, arriving a few hours later so change my hotel and rental car, no biggie. I leave at 7 am, and at 915pm the night before, I get an email that they cancelled my whole trip and changed my departure arbitrarily to Monday, instead of Sunday as I needed and was set to go .wait what? Here it is at 1:30 am and I am on hold to even talk to someone at AA to get my refund. Luckily I was able to online book with Delta while I wait but had to pay 3 times the original cost due to it literally being last minute. Save yourself the hassle and fly with someone else. Looking at these reviews over the past few days I see a pattern here.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTri Cities to Phoenix
Date FlownFebruary 2022
Value For Money 12345
no
2/10

"This airline is a joke"

(United States)

Not Verified | We were supposed to leave Boston on 2/5 at about 8.30 am, got a text that the flight was cancelled even though we know the plane that was taking us to Miami was on the ground in Logan. We rebooked on our own with American and were supposed to get out at 6pm, 2/5. Got text message at around 1.30 that the flight was cancelled again, tried to call them, no way, about a 3 hour wait to get to customer service. Rebooked on Delta, we are out the cost of our ride to the airport because we cancelled with them so late. We boarded our dog for 2 days unnecessarily, the flight costs us more money and gets us there a day later than originally planned. Now we need to get picked up by our ride service at 3.30 am for a 7 am flight. This airline is a joke. Every time they cancel we needed to call the ride company, the rental car company, the hotel. On top of all of this we were trying to meet up with another couple who were flying out of DC and their flights were also cancelled, guess who...American!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
Date FlownFebruary 2022
Ground Service 12345
Value For Money 12345
no
1/10

"I will never fly American again!"

(United States)

Trip Verified | Let me begin by saying if I could give them negative stars I would. I just had the worst experience of my life on an airline not once, but twice. On my way to Dallas this past Wednesday, I was deplaned twice for broken planes. The first one had a bad fuel pump. The second one blew a bunch of fuses. Then I wait for hours at the airport for a plane from Chicago. My flight was supposed to take off at 3.48 pm. It didn't take off until after 9.00 pm. I didn't arrive in Dallas until after midnight. I missed an entire first day of meetings for work because of it. Then, the return flight back to Fort Wayne was again a mess. We were deplaned again for mechanical issues. This flight was supposed to take off at 6.40 pm. We boarded the plane at 8.30 pm then sat while they deiced this new plane for over an hour. We didn't take off until almost 10.00 pm. I was supposed to land in Fort Wayne at 10.10 pm. I didn't get there until after midnight. I will never ever fly American again!
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDallas to Fort Wayne
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

"never fly American Airlines again"

(United States)

Not Verified | We will never fly American Airlines again. They will cancel your flight and leave you stranded. This airline is a joke. Canceled 3 separate flights for our honeymoon and didn’t care. Nor did they put us up in a hotel. We slept on an airport floor for an entire weekend. This airline is a mess and a disaster of a company. Don’t waste your money or time on these people.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHouston to St. Lucia
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

"rude, unhelpful and unprofessional"

(United States)

Trip Verified | Customer service over the phone is a very horrible experience. They are rude, unhelpful and unprofessional. My flight was canceled 4 times in the past 2 days and the representative I spoke with said my recent flight was cancelled due to the full staff not able to be there. After I told her it was unprofessional of them to keep rebooking me knowing that the staff will not be there she said it’s also due to bad weather, but only 2 Airlines including this one has been canceling flights all week. Now I’m stuck here in CA paying a ridiculous amount of money on hotels.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteOntario to Dallas Fort-Worth
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
2/10

"an overall horrible experience with American"

(United States)

Trip Verified | I will never fly American Airlines again. Our original flight was supposed to depart at 3.15 - was delayed 2 hours because they didn’t know where the flight attendant was. Once we boarded the plane we were told that the plane had a defective part and we had to wait in maintenance. Another hour passes and we had to deboard, get on a new plane, wait even more. We didn’t take off until 7pm. You would think that while they were waiting on the flight attendant to show up they would have made the necessary inspections. I didn’t land in Pittsburgh until 10pm and as I write this I’m still waiting on my bag. Just an overall horrible experience with American and one I won’t be doing again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteChicago to Pittsburgh
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
10/10

"I had the most amazing service"

(United States)

Trip Verified | I used my miles to get a return ticket to Thailand. My flight there was nice and the staff helped me as I previously had a TBI and was a bit shaky. I had a wheelchair take me between flights to the next flight and thru immigration and they were very accommodating. However. On my return from Thailand back to the USA, I had the most amazing service I have ever had. The stewardess on the Flight from Narita to DFW on January 26th, 2022 went above and beyond my expectations. They helped me open my food, get to the restroom and brought me a snack to have after I took my medicine! They all stopped by to check on me and introduce themselves. I didn’t feel as if it was a pity party. I felt as if they just wanted to make sure I was warm, comfortable and doing ok. I wish I could remember their names, but unfortunately that’s something that my mind doesn’t hold onto these days, But I will remember their smiling faces. I sure hope I get to see them again on my next trip.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTokyo Narita to Dallas
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
yes
1/10

"customer service is absolutely ludicrous"

(United States)

Not Verified | Two flights in 60 days that have made my fiancee and I miss appointments. I literally cannot get anyone at American to answer the phone after being on hold for over three hours last night and over two hours this morning. I am a Platinum Advantage member as well. Their customer service is absolutely ludicrous and I would warn everyone to have a very low expectation of American Airlines.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteNashville to Washington DC
Date FlownFebruary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no