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 5920 reviews
2/10
3 star Skytrax Rating
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1/10

"waited in line for over 2 hours to rebook our flight"

(United States)

Trip Verified | I have never had a worse experience with an airline than the one I had with American Airlines today. We arrived at the airport hours before our flight only to have it delayed twice. We eventually boarded the plane, only to be told 30-40 minutes later that the flight was cancelled and we had to disembark because the first officer never showed up. We were then told to wait in line to rebook our flight at the gate. We waited in line for over 2 hours to rebook our flight, only to be “assisted” by a rude American Airlines employee who clearly didn’t know how to help us in the least. Getting her to help us rebook, find our luggage, and get compensated for a hotel (after we rebooked we had an overnight layover) was way harder than it should have been. If there were more employees at the gate to help with the disaster that resulted from the flight cancellation, we could have been on our way to our destination hours earlier. Will never fly with American Airlines ever again, and will never recommend the airline to anyone.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLaGuardia to Charlotte
Date FlownOctober 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

"it was cancelled because they didn't have enough crew"

(United States)

Not Verified | My daughter was booked on an American Airline flight from Colorado to Baltimore to catch an international flight with her dog to Germany for an international move. American Airline cancelled the flight from Colorado to Baltimore the night before with no reason and rebooked her at a time when she would miss her international flight. When I called about the rebooking they said it was cancelled because they didn't have enough crew. I then was put on a long hold and begrudgingly assisted with getting my daughter on a United flight, however, when I mentioned she was traveling her her small carry on dog (which was on her ticket). I was put on hold forever (again) - when he returned I was then rudely asked if the dog was a service dog 'or just a pet'. I was told they couldn't book an animal on another airline. It's the evening before an international move and American Airlines is trying to tell me that 'it's just a pet'.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteColorado Springs to Baltimore
Date FlownOctober 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Worst experience ever!"

(United States)

Not Verified | Worst experience ever! We were flying out of VPS and they cancelled our flight at the last minute leaving us stranded! My father who has a severe medical condition does not have enough medication to last him 2 days. All the employees are half hearted and could not care less about you. They don’t even give you food vouchers! Worst nightmare ever. Please take my advice and do not let this happen to you!
AircraftA340
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDestin–Fort Walton Beach to Minneapolis via Charlotte
Date FlownOctober 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Dismissive staff and mediocre service"

(United States)

Trip Verified | I’ve flown with AA before so I know they aren’t my favorite. Dismissive staff and mediocre service, the prices aren’t anything to swoon over either. Today my flight was canceled because they were “short one flight attendant”. Is there no one else they can call in? Do they not have sufficient staffing to run their airline? Super disappointing. Luckily I had a one way stop but others had connections they wouldn’t be making and were scheduled for the next day or week! Absolutely ridiculous. Never booking with them again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Jose to Phoenix
Date FlownOctober 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Worst experience"

(United States)

Trip Verified | I got a text the morning that we were scheduled to leave back home saying our flight had been cancelled. They had no reasons listed why. The flight they tried to reschedule us for was the next day. We wasn’t going to try to have to find another last minute hotel. I called customer service he said there was no flights from Miami to kc available. There was a bunch of different flights me and my wife found on different airlines they could of easily transferred us to or offered to return our money which they did not, we asked he wouldn’t try. They instead found another American Airlines plane at a different airport and just suggested we take the public tri-rail to get to it and didn’t even offer to pay that toll. So we had to change from our original one way fight to having to leave immediately interrupting the last day of our honey moon rush to get to Miami had to barely catch the trirail ride it for 2 hrs then pay for an Uber to take us to west palm airport. Then our new flight had a connecting flight to Dallas which our last plane ended up getting delayed another hr! Worst experience.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMiami to Kansas City via Dallas
Date FlownOctober 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"didn’t let us get off the plane"

(United States)

Trip Verified | Horrible! The flight took off late because of “traffic” on the runway. They arrived to Dallas in time, but didn’t let us get off the plane until it was just enough time to miss the connecting flight. How? If when booking the flight they give you the connecting flight. It doesn’t matter if you get to the airport hours early if they’re just going to run late themselves and make you miss your flight.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHouston to Dallas
Date FlownOctober 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Cancelled our flight hours before takeoff"

(United States)

Not Verified | American Airlines is the worst trash company that exists. Cancelled our flight hours before takeoff, managed to find a new flight tomorrow with a massive layover. Their only customer service is through their website, supposed to get a response within 7-10 business days.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSalt Lake City to New Orleans
Date FlownOctober 2021
Ground Service 12345
Value For Money 12345
no
1/10

"I will not fly with American again"

(United States)

Trip Verified | I always fly with American Airlines. This time will be my last. Understaffed and delayed flights are common for American now. I flew from LAX to OKC and along with a delayed flight I was welcomed with a very rude staff. I will not fly with American again.
Type Of TravellerBusiness
Seat TypePremium Economy
RouteLos Angeles to Oklahoma City
Date FlownOctober 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

"unorganized unprofessional people"

(United States)

Trip Verified | We board the flight just to be taken off 30 minutes later because a light fixture technician took 1 hr to arrive and fix a light and once fixed the pilot was no longer eligible to fly. An hour and a half wait to board the flight with a 45 minute wait inside the plane to be deplaned again! Because the new pilot is also no longer eligible to fly because both will go over their “duty” time. The most unorganized unprofessional people I’ve ever had to deal with. They didn’t care about us at all, al they cared about was their money they did nothing for us even with these 2 inconveniences and canceled flight after.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMiami to San Francisco
Date FlownOctober 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

"to have horrible customer service is disheartening"

(United States)

Trip Verified | Life happens, flights are cancelled but to give no accommodation and to have horrible customer service is disheartening. Our flight was cancelled in the morning with no notifications, we were placed on standby, and then given a flight in the afternoon that was cancelled as we were about to board. Everyone we talked to was rude, the people working the counter, the people on the phone. Horrible experience.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDenver, CO to Charlotte, NC
Date FlownOctober 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no