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

"Would not recommend to anyone"

(United States)

Trip Verified | American Airlines is terrible. Would not recommend to anyone. We got on our flight, were close to take off and then after an hour past planned departure time we were notified that there was an issue with the engine. We had to take all our luggage and switch planes. This new departure time was over 2 hours after the scheduled one. I approached an American Airlines worker and asked about a food voucher for me and the other person I was traveling with. He said only if it’s over 2 hour delay and if it was a mechanical issue. I said it was. He then said well if I give you vouchers I’m going to give up a hundred something (for the whole plane). He didn’t even apologize for not doing anything or the huge inconvenience. Beware of American Airlines. Not only do they have delays, they also are not accommodating at all. Never fly American.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePhoenix to San Jose
Date FlownJuly 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

"were not friendly at all"

(United States)

Not Verified | I came back to US from Panama on flight 2192 on July 21st. The flight was delayed as usual. The flight attendants, except Keko, were not friendly at all. They were sitting on the last row, just behind me, playing with their phones while Keko was working all the time preparing the "food and beverages" for the passengers. While she was doing her job, one of the flight attendants told her to stop working because she was doing too much! He did not even care that we, the reason for what he has a job were listening to him because we are not important anymore for the American employees. It's unbelievable how disrespectful they were, pretending nobody could understand them. I always try to avoid American because of these attitudes that are present in almost every employee. It's very disappointing to see the "American" Airline to treat their passengers, the people they are supposed to serve, like we are trash.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePanama to Miami
Date FlownJuly 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

"Awful experience"

(United States)

Trip Verified | Beware you are not going to get what you expect. Took a flight from TX to Charlotte. Awful experience. As the misery grew on my overnight layover so did the displeasure. People lying all over the airport due to miss connections. I saw a family of 8 sleeping on the floor due to flights delays and all American agents had to offer was I'm sorry. No empathy at all. Trailer at your own risk.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAustin to Charlotte
Date FlownJuly 2021
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Made me miss my flight"

(United States)

Trip Verified | Change of gates 2 hours before my flight. Made me miss my flight. When they sent me the email update I didn't get it until 15 minutes before the flight because I was on another flight and landed at 8 pm. My flight left at 8.48 and got to the gate at 8.40 to realize they change the gate from A8 to C6! From one side of the airport to the other. Never flying American again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDallas Fort-Worth to Fort Walton Beach
Date FlownJuly 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
3/10

"no efforts were made from American Airlines"

(United States)

Trip Verified | Flight was delayed 3 hours due to a delay of the previous flight from New York. We could not board our 10.30pm flight until 1.30am and no efforts were made from American Airlines to accommodate is in any way or explain the situation. This is an ongoing issue with this airline and I chose to fly with other airlines whenever possible. We were exhausted and the only options we were given was to fly all the way back to Chicago and then to Boston and arrive 24 hours later. We had a ride picking us up from Boston that had to stay awake all night because of the delay and the inability to fly out the following day.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteWashington to Boston
Date FlownJuly 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
3/10

"They have been pretty awful"

(United States)

Not Verified | I am going to be writing American Airlines about my last two travel experiences. They have been pretty awful. Between delays, Very little customer service, Lack of addressing issues proactively or after the fact. The single most rude and nasty gate agent at DFW. And yes, I know to be nice to gate agents, they have a lot of discretion as to how much they can do to help you or not. She was in a bad mood when I got there, wouldn't answer my question OR help, and was hateful in the process. Worst experience than the total waste of time today and yesterday. I was out my non refundable hotel room in Tucson last night, 2 meals out and 2 days of a lot of waiting and anxiety about getting home or not. Changing plans. Trying to get things taken care of. I am going to be contacting American directly, but was told by a couple of gate agents, that they respond more to social media posts than emails or letters. I want my hotel from last night reimbursed, meal vouchers for the meals that I had past last night when I should have gotten home. And I want miles. Southwest gave a $100 voucher for a 3 hour delay. I got home 26 hours after I should have.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteEvansville to Tucson via Dallas Ft Worth
Date FlownJuly 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
4/10

"I was never able to redeem my voucher"

(United States)

Not Verified | My wife and I, are American Airlines credit card holders so we are very disappointed. We were flying from California to Texas and has the option give up our seats for a flight voucher. which we did. But, due to Covid mandates we were unable to fly prior to the vouchers expiring. When I called and spoke with customer service they replied to me in an email, but they never followed up with us and I was never able to redeem my voucher. This is not the first time that this has happened but I swear it will be the last. If a company is not able to hold up their part of an agreement it makes me weary of trusting them in the future!! I will never give up my seat again for a travel voucher or an upgrade with American Airlines ever again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDallas to Chicago
Date FlownJuly 2021
Value For Money 12345
yes
5/10

"AA should provide pillows and blankets"

(Bermuda)

Not Verified | I had booked this back in March when I heard that AA were using their B-777-300 aircraft on the MIA-LAX-MIA route. They market it as Flagship Service which is supposed to be a domestic version of their International premium service. Due to Covid the Flagship Lounge in Miami was closed but they let me use the Admiral's Club, which was fine. The plane was completely full with no sort of control at the gate when boarding in Miami. Once onboard my seat was fine and the service was as well. Still no glassware. Meal was good and after extending the seat into bed mode I slept. My complaint was that there was no pillow and no blanket for a flight that AA market as Flagship Service - their premier product domestically. For Flagship Business passengers on a flight over 5 hours where people have the option to sleep in a flat bed AA should provide pillows and blankets. I mentioned this to a female F/A and she told me to write to American Airlines, which I did not do because all I'll get is flowery reply blaming it all on Covid. I will use this service again because I like flying the B-777-300 but will bring along a blanket and pillow.
AircraftBoeing 777-300
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteMiami to Los Angeles
Date FlownJuly 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"this lady’s unrealistic standards"

(United States)

Not Verified | Brought my 2 year old with me. 2 years old and up require masks due to covid per CDC. She kept it on in the airport and when boarding. But when we sat in our seats, which was just our family, she removed the mask to eat goldfish sporadically. The flight attendant told me that she had to wear a mask. I apologized and said she had been eating and placed it on. The next time the flight attendant came by she said she needs to wear it even though my daughter was actively eating at the time which I told her. She said well it really should stay on and just be pulled up and down. On a 2 year old? Be realistic. However, what really was upsetting was that adults around us had their masks partially down while eating and there was another child next to our aisle that was at least 3 that never had a mask on at any point. She didn’t have it on during the flight or when they left and the flight attendant never commented. I think that it would be easier to tolerate this lady’s unrealistic standards, if she held everyone to them and not just my child. Other staff were completely fine.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePortland to Phoenix
Date FlownJuly 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"They have changed my flight over and over"

(United States)

Trip Verified | They have changed my flight over and over. It's been 24hrs and I am still trying to get home. I will never fly AA again. They have been less than accommodating. They don't care that they just cancel flights minutes before take off. The reason was "too much air traffic". Then the next flight they gave me without compensation was delayed. It's out of hand. Traveling for days when it could be a simple 3-4hr flight.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteChattanooga to Dallas via Colorado Springs
Date FlownJuly 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no