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

"never fly American Airlines again"

(United States)

Not Verified | Horrible operation. American Airlines made me check my carry on bag, against my will. I had fragile and expensive items in the luggage. I was assigned the last boarding group, and they made everyone check their carry on bags in my group without consent. When I told them I had fragile and expensive items in the luggage, the lady told me she is happy to book me with the first flight out tomorrow morning. (I was on the last flight out) I had to get back to work the next morning, and it wasn't an option to fly out the next morning. I had to get on the flight. Upon boarding, I saw minimal 15-20 empty spaces in the overhead compartment. They could have easily fit everyone's carry on luggage there! I would never fly American Airlines again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteChicago to Seattle
Date FlownSeptember 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
2/10

"no options for changing seats"

(United States)

Not Verified | We booked 6 months in advance. They changed our flight from one way to a 7 hour connector. Ok, I get that. It's about logistics and $$. They also split us apart on seating. I did ask and was told, no options for changing seats. I just witnessed the young lady standing to her right change seating for 5 people. I was then told my mask wasn't good enough because it did not fit tight enough to my nose. All while I'm looking at the women's nose enforcing the Covid rules. Maybe she was having a bad day. I sure was!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePortland, Maine to Chicago, Illinois
Date FlownSeptember 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
2/10

"they got paid twice for the same seat"

(United States)

Trip Verified | My fiancé, his father, and I were set to attend a wedding of a family friend. At the last minute his father was unable to attend. Since his father hasn’t traveled in over 20 years getting a credit on a future flight seemed worthless so we just left his ticket open and figured we’d use his seat as extra space since we paid for the seat. After the first flight, the airline canceled his Fathers ticket and resold the seat that we already paid for, we didn’t get a credit or anything, they unilaterally canceled and resold it! So they got paid twice for the same seat.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteWest Palm Beach to Kansas City
Date FlownSeptember 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 American"

(United States)

Trip Verified | We were traveling to Belize for Vacation and were at the airport 3 1/2 hours before our flight but the airport was packed with travelers, we stood in line after finally finding where international began. As the time got closer to our flight we kept stopping Airport employees that were pulling people out to get them checked in in time that had flights to the Dominican Republic and explained we were going to miss our flight and we heard multiple times no you will be fine. Well we weren’t, we were 15 minutes late to the window and were told it was less than a hour before flight. We tried to change to a later flight that day, no help there. Then we finally booked another flight on American to Cancun that we paid for separate from the flights to Belize because we wanted/ needed a vacation and there were no other flights to Belize until 2 days later and we were told we might not get on those. So we have called American Airlines, emailed American Airlines requesting a refund since it was not our fault we missed the flight it was the debacle we experienced at the airport that day with the Airline. We have been told several times we would get a refund then would not receive, then told again if you have to do this to get a refund.. still no refund. All of this is included in the notes American Airlines has on our account, this was back in June 2021 this process started still we get emails saying we can’t get a refund due to the type of ticket we had but it was not our fault for missing flight. I will Never fly American again my husband currently does not fly with them after this incident and he flies weekly for work all over the nation.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCharlotte to Belize
Date FlownJune 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
7/10

"I would fly with them again"

(United States)

Not Verified | We didn’t have any issues with flight delays. We had to fly to LA first and than to Hawaii. Seats weren’t too bad, there was a charging port at each seat and enough leg room where you didn’t feel too cramped. I think everyone should get a whole can or water bottle, do away with the cups but besides that it was good. The flight from LA to Hawaii was kind of fun because the flight attendants were in Hawaii clothes and seemed excited to be flying us there. I would fly with them again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSan Jose to Kona
Date FlownSeptember 2021
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

"they wouldn't put me in a hotel"

(United States)

Trip Verified | The pilot on our flight from San Diego to Dallas on Flight 1939 didn't want to fly thru a storm so he delayed our flight causing 1/2 the passengers that had connecting flights from Dallas to be missed. I had to sleep in the airport because they wouldn't put me in a hotel. Very uncomfortable since I have just had surgery on Monday.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Diego to Dallas Ft Worth
Date FlownSeptember 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

"try to avoid flying American Airlines"

(United States)

Trip Verified | Unprofessional flight attendant, appeared to be having a bad day. They also changed my seat just to satisfy another customer. I will try to avoid flying American Airlines for the rest of my life.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePhoenix to Yuma
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"not able to put my bag above my seat"

(United States)

Not Verified | I paid extra for an window seat in the front and because of this I was boarded last. Since I boarded last I was not able to put my bag above my seat because apparently when people boarded before me they put all their luggage in the front compartments instead of above their seats so all the compartments were full except for at the back of the plane where other people were seated and instead of them fixing this issue they told me to put my bag at the back of the plane. I am a 72-year-old woman and I was not going to do this - thankfully another elderly lady let me put my bag below her seat so I didn't have to do this but when we were exiting the plane after we landed in Phoenix we could not exit the plane because everybody stood up to get off the plane and she couldn't exit the plane because she put her bag at the back of the plane to let me put my bag underneath her seat. Since I paid so much extra for this seats I want to know why they didn't correct this problem. Any other airline I have flown I was always able to put my bag right above my seat that is how you're supposed to fly and if they compartments were full that is because the people at the back of the plane put their bags in the front compartments they should not have allowed them to do so and they saw them doing this as they boarded they shouldn't have let them do it.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKansas City to Phoenix
Date FlownSeptember 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

"have no confidence in this airline"

(United States)

Not Verified | I expect covid restrictions, but this airline made me wear their paper mask that felt like it was pulling my ears forward the whole flight, because my mask was "unacceptable." In Dallas I raced from one terminal to the next with no time to get food, only to sit on the plane for almost 2 hours before take off due to maintenance issues. I have flown many many times but have no confidence in this airline. I recommend you fly with someone else.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMontrose to Dallas via Orlando
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"we were asked to leave"

(United States)

Trip Verified | Boarded the plane with no issues. Mask was not covering nose so I was asked to bring it up so I did. Don't really have an issue with the mask thing, just putting that out there. Sat down with wife and two children for our flight from Dallas to Denver. 5 minutes later as we are starting to move like any middle-aged man I'm out lke a light. Noise canceling headphones on sunglasses on hat down. Out! Probably because American Airlines stranded us in the airport overnight with to children from 11:45pm until 6am. So I am woke up to someone poking me so I turn to my wife and say yes? She was not the one poking me it was the flight attendant I could not her here that well so took headphones off and asked her what she was saying. So I promise you the next statement is true and not out of a movie. She said " sir while you are sleeping your mask needs to cover your nose" I apologized as I wasn't aware it had slipped off my nose as I slept. She said this is the third time she had asked. Don't remember the 2nd but none the less ok I get it. Don't go back to sleep and focus on my mask. It looked as though they were having another issue with a passenger that could not be solved so they were turning the plane around for him. When we arrived they removed that passenger and then they asked me my wife and two children to gather our belongings. We politely complied. After stepping off the plane they said that our refusal to comply with the mask requirements is why we were asked to leave. Apparently the flight attendant told them a very different story. That we were deliberately disobeying the flight attendant. To which my children told the manager that she was not telling the truth. As I was sleeping this was news to me. So here we are. They booked on the next American Airlines flight which doesn't make any sense. But just to clear the air I am not a anti masker and I am fully vaccinated as are my wife and two children (14 and 13). We started this journey in South Florida on a Wednesday at 4pm it is now 8 am on a Thursday and we are stuck in Dallas. This was supposed to be a 4 hour flight. It is sad that a flight attendant would have to lie to get what she needs done. A little kindness goes a long way.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCape Coral to Denver via Dallas
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no