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
Filter Reviews by :
Show
4/10

"the inflight crew and service was the worst we have ever experienced"

(United States)

Not Verified | My husband and I flew from Philadelphia to LA yesterday on American and the inflight crew and service was the worst we have ever experienced. They finally got around to serving soft drinks and cookies about 2 hours into the flight. After that we pretty much never saw them again. My husband had to take his own trash to the galley where the flight attendant, who was busy reading a book, told him to put it in the trash can in the galley area without ever looking up. The restroom really needed some attention but the flight attendant who was sitting right outside (still reading her book) ignored it. Worst of all nobody came through the cabin to do a seatbelt check before we landed. Never had that happen before! We flew on 4 different American flights over our long weekend and the general attitude of the crews ranged from surly to indifferent. My husband is a lifetime platinum status flier with American but after this weekend we will be rethinking our choice of Airline for future trips.
AircraftBoeing 787
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RoutePhiladelphia to Los Angeles
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

"very unprofessional of American Airlines"

(United States)

Not Verified |  I was at the LAX airport one hour and thirty minutes early waiting on the flight. Next thing I know, the people says the flight has been changed to a different terminal. American Airlines didn’t even put the information on the screen to notify the passengers. I then get rescheduled for a flight a hour later and make it to Dallas airport and soon as I get off the flight and run to the air shuttle and then run to the terminal, They say the flight just left and I have to stay at the DFW airport til 8am. I thinking that is very unprofessional of American Airlines. I am hungry and thirsty and nobody from American Airlines offered any kind of water, food, or pillow/blanket. All the money that the people spend and this how we get treated.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLAX to DFW
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

"the worst travel experience"

(United States)

Not Verified | We were coming back home from sanibel and Disney but unfortunately they announced that the flight was full and they required 7 volunteers to stay the night in Orlando. But they sent us to the jetway for where we will sit. On this flight I had an autistic 11 year old and a 7 year old. Me, Nora, and Evie were on flight 1719 and my husband had to go on a flight that was landing by 8:30 and we decided for him to take an Uber home. So we were asked to not board until further notice the gate caller said and my husband’s flight took off by kinda around 6:30. We all thought that My husband was on Spirit but this was the worst travel experience we’ve ever had and we are not flying American ever again.
AircraftA321
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOrlando to Philadelphia
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

"I will never fly with American again"

(United States)

Not Verified | Not only was flight my flight cancelled 3 hours before take off, but since American decided to cancel all of their flights that weekend, they could not get me on a rescheduled flight. I had to book a ticket through another airline the day of my flight which costed me double the amount of money. American took 4 hours to return the call and then did nothing to help me. I decided to still fly with American for my returning flight to prevent buying another ticket on such a short notice. Once I get to the gate, they delayed the flight which is now causing me to miss my connecting flight. I am active duty military and only have a certain amount of time to fly home and fly back and the customer service was absolutely no help and I am now out of much more money than I originally planned for. I will never fly with American again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Diego to Pittsburgh
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

"What a rip off!"

(United States)

Not Verified | Worst airline ever! Tried to book a ticket for my 15 year old son to visit his brother in LA and the website said to call to book over the phone. Waited 45 minutes to speak to a representative and he said I had to pay $150 fee for a minor traveling alone! The ticket was $90. Never heard of anything like that before. Book flights for my teens with Jetblue, Delta and other airlines all the time and never heard of a fee because the kid is under 15. Also, the flight is November 12 and his 16th birthday is November 17. Will never use American Airlines again. What a rip off!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteFort Lauderdale to Los Angeles
Date FlownNovember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"This airline doesn’t care how they treat people"

(United States)

Not Verified | I am writing this for my elderly mother who is in a wheelchair. Her flight was to leave today at 1.43. It didn’t end up leaving until 7.02. No one helped her get food or offered her any help whatsoever. The flight was delayed that long because they didn’t have a crew. On her trip from Spokane to Phoenix last Sunday her flight was canceled and she spent 12 hours at the airport because she lives 2.5 hours from Spokane. American Airlines is absolutely the worst airline anyone could fly. I’m executive Platinum and I’m looking for suggestions on any other airline because I hope to never step foot on an American Airlines plane again. I’d also like to say that I think their new loyalty program is about as bad as it gets. This airline doesn’t care how they treat people, not even their most elite flyers.
Type Of TravellerBusiness
Seat TypeEconomy Class
RoutePhoenix to Spokane
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
10/10

"stood out during the whole flight"

(United States)

Trip Verified | On November 2nd, 2021 I was taking a flight home i from Houston to Miami. The plane was delayed 2 hours because of a fuel issue in Miami. When we boarded immediately the crew started jumping into action to help us all get seated in a timely manner so we could make up for some of the delay. There were many passengers on board that were looking at missing their connection flight. One of the Stewards stood out during the whole flight. His name was Thomas ... as everyone boarded he took their carry on luggage and stored it, told them to take their seats and as each bin was filled he closed the bin and went on to the next. He made what would normally be a half an hour procedure get done in under 10 minutes. Everyone secured in their seats he then proceeded with Kelly the Stewardess to serve snacks, they even came around and gave us extra cookies if wanted. After the snack service was over he proceeded to go over each person who had connection issues tickets and told them where to go and what to do so they would not miss their connecting flights. I am 75 and I can tell you that every time I got out of my seat he was right there to steady me. The Pilot too was over and above as these were the best take offs and landings I have ever experienced in all my years flying and it was pouting rain when we arrived, One of the Stewardesses up front (unfortunately I did not get her name) physically went with a group of three passengers to pick up their luggage and to the ticket counter so they could make their connecting flight. They had not checked their bags all the way through which made the time frame almost impossible,
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHouston to Miami
Date FlownNovember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"not be getting my business again"

(United States)

Not Verified | To follow up with my previous statement. Thank you for ruining my trip back. I had to spend an extra 350 in travel and lodging expenses. I was standing at my gate with a boarding pass. Not a screenshot, waiting to board my plane. I had another customer tell me the gate had changed. I had my phone in my hand. I didnt get a text, email or update on the app. I had to run to the other gate by the time I got there they told me my flight had left. I ended up getting stranded in downtown Charlotte. I was almost robbed trying to find a place that wasnt 200 a night. While I was at my hotel, I called in, angry, which would understate my feelings at the time. The first rep put me on hold for 45 minutes and laughed at me when I told her about having to make extra arrangements and almost getting robbed. When I spoke to the first manager, she told me it was my fault and I should have been watching the screens. Then I called back only to have another manager blame me yet again for missing my flight. Im done with this airline and any horror stories any of you hear about the extremely poor customer service and total lack of empathy, believe it. They will not be getting my business again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSyracuse to Charlotte via Kansas City
Date FlownNovember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"I will not be flying with them again"

(United States)

Not Verified | Flight got delayed an hour due to weather and once we finally got on the plane, we proceeded to wait another hour because they didn't have enough trash cans and fire equipment to fly. They proceeded to give us vouchers for hotels and such and I tried to book better seats for the next available flight. The app didn't register my seat choices but still charged my card. I haven't been this frustrated in a long time and I will not be flying with them again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDallas to Madison
Date FlownNovember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Cancelled my whole trip"

(United States)

Not Verified | First time flying with American Airlines and they cancelled 2 flights so far changes my days. Cancelled my whole trip with this company. Booked with another company no problems and arrived still before the American airline flight would have left if it did.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
Date FlownNovember 2021
Value For Money 12345
no