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

"worst customer service experience"

(United States)

Trip Verified | Booked a flight to Milwaukee to surprise my grandmother for her 91st birthday. Flight was supposed to take off at 8:54pm. We boarded a plane, and sat there for roughly 2 hours before being informed that the plane had mechanical issues severe enough that it was now out of service and we would need to deplane. American Airlines then had us board an alternative plane which reached all the way up to the run way before that plane had to be brought back to the gate to look into further mechanical issues for this alternative plane and they didn’t know how long it would take to resolve these secondary issues. After boarding 2 planes that had mechanical issues severe enough to return to the gate, I made the decision to deboard due to safety concerns and a continuation of an already 3 hour delay. Upon deboarding the plane I attempted to discuss my options regarding rescheduling my flight or obtaining a refund as well as information related to regaining possession of my checked luggage from a representative at the DFW airport. The representative proceeded to tell me that American Airlines did not have a number for customer support, or an email address to contact and that my only option was to reschedule or cancel my flight. As far as my luggage, and despite the flight attendant telling me they would pull my checked luggage from the plane, the agent informed me I would just have to hope it was unclaimed when it arrived at the baggage claim in Milwaukee. I was able to locate the customer service number for American Airlines and despite having my flight delayed by more than 3 hours, the planes they intended on flying having significant enough mechanical issues that the pilot made the decision to head back to the gate, and the money I spent on a hotel that I was unable to utilize due to the conscious safety concerns I arrived at based on the pilots actions… I was provided the option of a refund or the same flight in the same seat the next day and basically told that it would be up to me to locate my luggage. The worst customer service experience I have ever had and the lack of professionalism and business efficacy from each service representative that I spoke with was extremely prevalent over the course of this ordeal.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDallas Fort Worth to Milwaukee
Date FlownDecember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"I would not recommend this airline"

(United States)

Not Verified | American Airlines email check in web page only allowed by to print 2 of 3 boarding passes. I had 2 connecting flights on 11/23/21, so I needed 3 boarding passes. American Airlines check in web page did not have an option to print the boarding passes from home and get the email link for boarding passes. I called American Airlines customer service. The American Airlines agent was not able to email be a link with the boarding passes. American Airlines agent agreed to transfer me to another department that could potentially help. Instead I got some worthless customer service survey, then their system hanged up on me. Luckily one of their agent's at the gate was able to print my final boarding pass. On my way home to NY State I checked in on their web pate and selected the option to receive my boarding passes via email. I had two flights. The first flight from Phoenix to Chicago. The boarding pass from Phoenix to Chicago would not scan. Luckily I had one of your agent's at the Phoenix airport ticket desk print my boarding passes. For my second flight from Chicago to Albany the boarding pass would not load on my phone. One error after another. Again, luckily I had a printed boarding pass. The flight from Chicago to Albany was a small plane one seat on one side of the plane and two seats on the other side of the plane. The seats were very uncomfortable. The seat felt like was sitting a steal rail. Nothing, but problems. A real hassle and stressful situation during my vacation. American Airlines boarding pass system is flawed and needs a lot of work. I would not recommend this airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAlbany to Phoenix
Date FlownNovember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"asked to check our carry-on"

(United States)

Trip Verified | We were shocked when we and several others were asked to check our carry-on, because they were "too big!" The same agents allowed large duffle bags which were clearly larger than our bags. The flight wasn't full and there were Empty Over-head Bins upon takeoff. When I got up to go to the bathroom there were at least 10 empty seats on the plane and I mentioned the incident to a flight attendant and they say This Happens All The Time. In all the years of our flying we have never experienced such rude, indiscriminate gate agents. 
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBoston to Dallas
Date FlownNovember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Worst customer service center experience"

(United States)

Not Verified | Worst airline customer service center experience. Got moved around to different CSR's for same booking with multiple 30 mins to hour wait time each. Then transferred to supervisor, she gave wrong information about the flights. While being transferred from one agent to other service agents have no clue of previous conversation and no history tracking. This is basic in today's world of service CRM implementation. This can be only done by cheap IT vendor or poor solution designer.'
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
Date FlownJuly 2021
Value For Money 12345
no
1/10

"Worst airline ever"

(United States)

Trip Verified | Worst gate agents on the planet. Our flight from Nashville to North Carolina was delayed and we were redirected to Dallas. Once in Dallas and in Nashville getting a gate agent to help us was ridiculous. We went to several trying to get seat and they all had excuses why they couldn’t help us. We needed seats once in Dallas and couldn’t get anyone to help us until last minute. We were then put on stand by because the flight was full. We were traveling as a family of 4 and on all four of our flights we were unable to sit together. Worst airline ever.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNashville to Seattle
Date FlownNovember 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

"If I could rate American Airlines a below zero I would"

(United States)

Trip Verified | I booked business class round trip for my elderly parents to fly to Lebanon. I was told American Airlines has the best service and I went with them. They arrived all fine however the trip back started with one disaster after the other. Their connecting flight from Dallas to Tampa was full and they were bumped from Business to economy. With no word of difference in payment or anything now mind you their trip was $8400! I thought a reputable (little did I know) company would reimburse the change. My parents arrived to Dallas after a 10 hour flight, they were waiting at the gate ready to board. All of a sudden flights got canceled. All American Airlines from Dallas were canceled. Again things happen. However what doesn’t happen is the rude unprofessional customer service I received from their employees! The lady at the counter in Dallas should be trained on how to talk to people. I was more than polite and I told her I understand she is raising her voice because of frustration all I want to know is where my parents luggage was at the moment so I can plan on booking another trip for them. She was belligerent, insensitive, and rude. I was not getting an answer so I called customer service. I was on hold for 4 hours. No one knew where their luggage was! Transferred from one department to the other. Now mind you I am telling them my dad is an 86 year old diabetic and he has enough meds to for the flight the rest in the luggage. After hours on the phone and my parents being in a hotel. The airline tells me I have to call again in the afternoon which I was on the phone already waiting for 5 hours the afternoon was 30 min to book another night and they might not get the same hotel! I begged the lady not to do that because the wait is ridiculous long and it’s only 30 min away for the afternoon. Of course I got the I am sorry I can’t do anything. Hung up I called right after and waited for another 4 hours until I reached a human to talk to. They gave me list of hotels far from where my parents are staying and I have to pay for an Uber to move them. I tried to tell the lady on the phone that they are old and need help they can’t do all of that on their own, all I got was right, yes. Sorry, they have to move! So we had to pay for the night at the hotel. And good to eat and drink. Which really was not in the plan at all! After two days in Dallas they finally arrive to Tampa of course with a delay! When we got there and asked for luggage I was told the luggage arrived the day before! And no one from the people on the phone was able to tell me that! I could have booked a flight on other airlines. If I could rate American Airlines a below zero I would. After paying a business class ticket and being treated like that with American Airlines I would never fly with them again
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteBeirut to Tampa
Date FlownNovember 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
9/10

"very pleased with American on these flights"

(United States)

Trip Verified | Dallas Ft Worth to Honolulu return.. Overall, very pleased with American on these flights. This applies even to the return, which occurred during the week that AA was in meltdown because of the terrible weather in Dallas. Ground and cabin staff were courteous and efficient. Flights were on time. The seats on both the 777-200 and 300 are great, better in my opinion than the lie-flat seats that competitors offer from the midwest to Hawaii. Extensive IFE, worked well. Noise-cancelling headphones are excellent. One annoyance is that crew collect them 30 minutes before landing, but they did offer some standard earphones for the remainder of the flight. Food was OK, served on one tray as expected since the Covid19 guidelines were put in place. Life hasn't been easy for airline staff with the extra handling r/t masks, etc, and I think they did a great job. Special thanks to the baggage handlers who got my delayed bags to my final destination within 24 hours, 1000 miles from Dallas, and 100 miles from the nearest American-served airport.
AircraftBoeing 777-300 / 777-200
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteDallas Ft Worth to Honolulu
Date FlownOctober 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"delayed or canceled every flight my family has taken"

(United States)

Trip Verified | Since July of 2021, this airline has either delayed or canceled every flight my family has taken. Being from Miami Florida there are not many other options for departing flights. I really cannot believe that management of this company has yet to solve its on time issues after 5 months. I will now be driving to the Ft Lauderdale airport for other options for departures from the South Florida.
AircraftA321
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteSacramento to Dallas
Date FlownNovember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"they are not accommodating to all families"

(United States)

Trip Verified | This is a horrible airline to fly with if you have multiple young children (infant/toddler age). They do not allow you to check your double stroller at the gate, which causes a logistical nightmare. They make you check it under the plane, forcing you to carry young children while dragging and/or carrying luggage through an airport. It's almost impossible to get through the airport if you're traveling by yourself. Especially in airports like Atlanta, Phoenix, and Honolulu where you have to walk pretty far. The fact that they have this policy, but don't have a remedy in place to help families with multiple small children shows that they are not accommodating to all families.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHonolulu to Phoenix via Indianapolis
Date FlownNovember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Nice try American, you deserve a 1-star rating"

(United States)

Not Verified | I flew on my first international direct flight from Austin to Nassau to vacation on Thanksgiving break. This is basically Spirit Airlines on steroids. The check in service was bad. We travelled with friends. They checked in at a short line. Then it was our turn to check in. The lady kept asking us when our flight left. It left at 8 am. She made us go in the regular check in line. It took 45 minutes to just check in. Then it was worse. Security line took forever. We barely made the flight despite being at the airport 2 hours before the flight to Nassau. The departing flight was good and had great service. Just saying that people in the Bahamas can manage a line better than the US. The returning flight was worse. It was scheduled at 1.15 pm local time. The flight was delayed 30 minutes. The crew was unable to communicate that to us. Then we touched down in Austin. It took 15 minutes to find a gate. There were 79 people on the flight who had a connection to either DFW or ORD. The people going to Dallas barely missed the connection and the crew was like, take a deep breath its fine. The people going to Chicago got a 4 hour delay that didn’t leave till 9 pm because of the flight. I should have flown Delta and would be fine with an ATL connection . It would be a lot better. Nice try American, you deserve a 1-star rating.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAustin, TX to Nassau, Bahamas
Date FlownNovember 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