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 2367 reviews
3/10
3 star Skytrax Rating
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4/10

"service practically non-existent"

(United Kingdom)

I've flown on different US airlines and American Airlines was the worst. Ready to board the Boeing 767 on our 4 hour flight to Barbados, I saw a good looking aircraft. New paint and equipped with modern wingtips. The interior however was extremely outdated and worn. No IFE and one moment of inflight service (with everything practically costing money). The cabin crew was adequate. The flight was full and service practically non-existent. The aircraft departed with a delay and arrived at Barbados later than scheduled. The drop-off in service and airline/aircraft quality compared to our previous flight was huge.
AircraftBoeing 767-300ER
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteMIA to BGI
Date FlownSeptember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
8/10

"plane retrofitted with new seats"

(United States)

Boston to New York JFK on American Airlines Boeing 737-800. Plane was retrofitted with new seats. Obviously makes the travel much better, as although tighter on pitch, the slimmer profile allows a certain amount of comfort. Flight time was not enough to make purchasing TV content worth it. May have been a moving map available for free. Given the revenue on the Northeast corridor routes, the upgraded plane makes sense, but not sure how much charging for TV is worth attempting to charge for compared to others where it is free.
AircraftBoeing 737-800
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteBOS to JFK
Date FlownSeptember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
5/10

"seats fairly wide and comfortable"

(United States)

Dallas/Ft Worth to Boston on an old American Airlines Boeing 757. Thankfully I was tired enough to sleep the majority of the time. There are center aisle ceiling TVs showing something which I couldn't see that well from the window seat anyway. Woke up around a period when they served drinks. Requested an orange juice, and the attendant dropped the box next to the person in the aisle in the row behind. I couldn't see how the box was dropped, but she then picked it up and proceeded to pour my drink! How disgusting! And poor girl behind. Flight was packed, as you get connecting through a hub dominated by one airline. Benefit of the old Boeing 757 is that the seats were fairly wide and comfortable, despite age.
AircraftBoeing 757
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteDFW to BOS
Date FlownSeptember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Do not get the AA Advantage Card"

(Antigua and Barbuda)

Wish I could rate American Airlines 0/10. Do not get the AA Advantage Card. There are barely any advantages. Fine print seems to be what American Airlines is all about with its loyalty program. We booked a multi-city trip with up to 8 days in a layover with our AA Advantage card, expecting to be charged for baggage on our international legs of the flight. But since we have the AA Advantage card, the domestic check is supposed to be free for the first bag for each person, up to 4, on the reservation. Well, American Airlines charged us for checked bags at every point. The agents claimed that we would have to call Customer Service to get reimbursed. Customer Service said that they could not do anything, so we have to go to the online site and leave a complaint. The American Airlines representative left a terse email stating that since all our flights were booked on the same itinerary, which included an international leg, we had to pay for checked baggage on every flight. We flew to 4 different cities in the US over the space of 2.5 weeks and were charged every time for baggage. What is supposed to be a benefit of our card that charges a $95 annual fee! So American is saying that we need to divide our travel reservation into international and domestic portions when purchasing our tickets in order to enjoy a complementary checked bag. The only perk: get 5% off if you buy the poor excuses for refreshments on American flights.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteANU to DTW via MIA
Date FlownAugust 2015
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

"ticket counter in Boston severely understaffed"

(United States)

American Airlines ticket counter in Boston is severely understaffed and grossly mis-managed. Arrived at the ticket counter area the pre-requisite 90 minutes prior to domestic flight time. Three or four AA agents checking in approximately 200+ people at the same time. Total chaos. No organization, no expedited lines. Complaints to AA go for naught. Had to fly out 5 days later and pay over $1,100 in change fees and airfare increases. If you fly American Airlines out of Boston on 5am flights, you better get to the airport at 2:30am or earlier.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteBoston to Miami
Date FlownAugust 2015
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

"staff extremely rude and unhelpful"

(United States)

Horrible. Every American Airlines staff member (except two of the flight attendants) were extremely rude and unhelpful. Not to mention when our flight was delayed - no one helped us get another flight. When we missed our connection we had to look up our own flight and physically take the details to the desk and show them there was space. Bag checks are 25$ each which is pretty ridiculous as well. Will not be flying with American Airlines again.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteEl Paso to New York
Date FlownSeptember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"abysmal customer service"

(United States)

From the disinterested American Airlines gate agents who did not care to even figure out your problem, to crew onboard who exhibited awful attitudes and service - and then were shocked when you did not immediately fall over yourself thanking them for their poor service and almost uniform misinformation, American Airlines is awful. We recently took a long honeymoon trip out of the country and American Airlines lack of concern, poor attitude, and abysmal customer service frustrated us at almost every turn. My spouse travels quite a bit for her job and accrues AA points regularly. I will not fly this airline again.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteBNA to MBJ
Date FlownSeptember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"can only change to times they picked"

(United States)

I left Maui at 9:30 pm to head back to Michigan. Unfortunately flying back I have a 6 hour wait at airport in Chicago. They charge $75 to change your flight time to a earlier flight which I was willing to do. What they don't tell you is you can only change to times they already picked! I found a flight on American Airlines that would have me at the airport for only 2 hours waiting but customer service said that the flight I wanted was not one of the choices, and if I wanted to go on that flight it would be $400 extra. I could drive back home from Chicago in a rented car and it be less than that! Then arriving to the airport I found out I could change my flight and be standby for $75. I was put on the list as number 8 and was not able to catch the earlier flight.
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteMaui to Detroit
Date FlownSeptember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"feels like they are a budget airline charging full service"

(United States)

What is happening with American Airlines? Worst aircraft I have ever been on for an international flight. I am Exec Plat, One World Emerald. Cabin staff pleasant but plane was ridiculous. I was in Exit row and fold out table was so old it dangled at an angle and I had to use a newspaper to prop it up. Rubbish single aisle TV so no personal media options. AA is not keeping its side of the One World agreement. This would never happen on BA and Qantas. I thought the merger with US would make AA better. Feels like they are a budget airline charging full service. I am thinking of switching to Delta.
AircraftBoeing 757
Type Of TravellerBusiness
Cabin FlownEconomy Class
RoutePhiladelphia to London
Date FlownSeptember 2015
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

"had to practically beg them to reschedule the connection"

(United States)

Very poor service from American Airlines. Flight from Laredo to Dallas was delayed 3 hours. No apology, no attempt to provide even a soft drink during the wait. Had to practically beg them to reschedule the connection. Missed a very important connection because of this delay. Very dissatisfied.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteLaredo to Dallas
Date FlownSeptember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no