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 5921 reviews
2/10
3 star Skytrax Rating
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1/10

"Customer service is not absent, it is beyond negative"

(United States)

Not Verified | They are horrible to deal with, never fly with them. No refund for flights they cancelled because of pandemic, extra charges for no reason and they took my 20K miles (I didn't use them, they were scheduled to be used on flights they changed and won't let me have them). Customer service is not absent, it is beyond negative - they treat customers terribly. Do not deal with them!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNew York to West Palm Beach
Date FlownJuly 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"A really shoddy operation"

(United States)

Not Verified | Arrived at DFW on time and sat at the gate for 20 minutes because they didn't have anyone to operate the jet bridge. 2nd leg to Tucson was delayed by 90 minutes because they didn't have enough flight attendants. A really shoddy operation.
AircraftA321
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBoston to Dallas Fort-Worth via Tucson
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
1/10

"Had a flight delayed 6 times"

(United States)

Not Verified | Absolutely will never use American Airlines again. Had a flight delayed 6 times and didn’t get on the plane til 6 hours after it was supposed to originally supposed to leave. Soon as we got on the plane the pilot apologized over the intercom but then proceeded to say that it wasn’t their fault at all. It is 100% the airline and the airport’s fault. 6 hours of my life I will never get back and I feel terrible for the people that missed their connecting flights.
AircraftA321
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDallas to Portland
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
6/10

"worst flight of my entire life"

(United States)

Trip Verified | It first started at the curbside check in. I waited 20 minutes for this one customer service rep helping a family family. I had been in line a long time and asked him is it going to take much longer, he seemed to not understand English and waved me off.. I say this because the family he was hoping he was speaking Spanish to. Anyway, I get out of the line and go to another and my bag is checked. After we boarded the flight we sat on the plane for about 35 minutes or so before the captain came on to tell us there was an issue with the smoke detector and we were waiting for the maintenance people to arrive. They apparently arrived at some point as we sat on the plane that was getting hotter by the minute with no info. Finally, roughly 45 minutes later he came on and said that they're trying to fix it but they didn't understand what was going on.. The maintenance people don't have a clue. Great! After about 2 hrs they tell us that the plane is being taken out of service & we have to deplane ... so now everyone has to get off, take all of their luggage out of the overhead cabins and go sit and wait in the boarding area again.. Mind you there are people on the flight whose final destination was not Los Angeles and they were going on to Portland and Hawaii. American got on the intercom and told them they were completely sold out, they didn't have any other flights to put them on and if they didn't get to LA on time most of them will be looking at spending the night in the airport. So now after waiting in the boarding area again they tell us that they repaired the problem and we're going to start the boarding process all over again. About an hour later we're all back on the plane but we sit there another 30 minutes before we're ever pushed back. The pilots weren't very informative ... they let us sit there quite a while before they told us that the holdup was that we were number 8 in line to take off and there was some weather pattern that was delaying all of the takeoffs. 4 1/2 hours later we finally get in the air and the trip itself is uneventful except for the screaming baby..We were supposed to land at 1:05 but we landed at 5:15. Then the flight attendant gets on the intercom and tells us we're going to have to go into a satellite gate and take a bus. It only made sense, the entire flight had been a comedy of errors. A few minutes later she gets on and says we're not going to the satellite location but we are going to pull up at the gate in the international terminal. But before that, once again we're sitting on the aircraft wondering what's going on and the pilot gets on and tells us ladies and gentlemen the machine or whatever it is they used to bring the plane and attach it to the jetway is for the wrong type of aircraft & we have to wait for them to go get the right one. So finally we had to get off the plane and walk all the way over to the domestic travel area to retrieve our luggage and the poor people trying to make connecting flights had a long way to get there because they weren't even in the domestic terminal. Finally, because of the plane being in the international travel terminal and the luggage coming through the domestic side, we waited 30 minutes before they even started sending the luggage down. For the privilege of all of this, we got water a soda and a ginger cookie. I fly a lot and this was the absolute worst flight of my entire life.
AircraftBoeing 737
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMiami to Los Angeles
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
1/10

"make it near impossible to use the credit"

(United States)

Not Verified | I had to cancel the flight and the wouldn't refund my $1200 but said I had flight credit. I tried to use it online to book another flight and it said I had to use a representative to use it. I called and the message said I should wait until it's closer to my departure date to book because they are really busy right now and the call back wait time is between 21 hours an 4 hours and 17 minutes, whatever that means. I've been waiting 3 hours for the call back so far. Their policies are archaic in light of covid and if I wait until September to book my fight, the wait times will still be the same but the prices will be much higher, if there are any seats available. Do they have any clue what they are doing over there? I saw a little note on the website saying additional fees may apply using a representative to book my flight. I cant wait to see what that is! What a scam. They have your money and they make it near impossible to use the credit.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePhoenix to Milwaukee
Date FlownMay 2021
Value For Money 12345
no
1/10

"I was declined to check in"

(United States)

Trip Verified | I just had the worst travel experience, thanks to AA! I was declined to check in to my flight to Madrid. I’m fully vaccinated and and had current Negative COVID-19 test, but at ticketing I was told that I’m not allowed to travel. US embassy web site is clearly stated that I’m allowed to enter Spain, but some AA desk manager denied to issue me tickets! This is unacceptable.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteWashington to Madrid via New York
Date FlownJune 2021
Ground Service 12345
Value For Money 12345
no
1/10

"I’ve been on hold for customer service for 1 hour and 51 minutes"

(United States)

Trip Verified | We took a family vacation to Florida. We have 5 in our family and my wife is in a wheelchair, so traveling is not an easy thing to do. Our flight from Salt Lake to Orlando was changed 9 times, it ended up being the next day, 7 hours after the original time we booked. That was not great because we lost 1/2 a day of our vacation but we could plan for it. The night before we were to go home I got a notification that our flight had changed and had been bumped back 3 hours, that is annoying because as you know you have to leave your room by 10 or 11 but not the end of the world. When we got to the airport we found out we had been bumped to a completely different flight 8 hours later! So now we don’t get in until the next day. Turns out they over sold tickets as they said they could keep 2 of us on the original flight but not everyone. Currently I’ve been on hold for customer service for 1 hour and 51 minutes. Weather delays or mechanical problems can be expected but not overbooked seats! I asked for some food vouchers or flight vouchers, they said they were unable to help and to contact customer care, still on hold! They do not value your time!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSalt Lake City to Orlando
Date FlownJune 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"we have yet to get a refund"

(United States)

Not Verified | We booked a trip to USVI 6/8- 6/16. AA changed and/or cancelled our flights a total of four times during the trip. Multiple times we were left sitting In The plane waiting for them to fix human error mistakes with ticketing. They completely cancelled our last leg of the trip at DFW and were very difficult to work with to get our money back we have yet to get a refund. They say it is canceled due to lack of crew. At MIA, they changed the gate four times!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
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
1/10

"was a terrible experience"

(United States)

Not Verified | This was a terrible experience. I arrived at the Busch airport early in the morning so I would have plenty of time before my flight. I started getting updates that my flight was delayed around 8:30AM for a 9:15 flight. My flight was delayed several times, I had to wait in line for over 30 minutes to get a new route booked. Then my flight was cancelled. I had to wait in line over 3 hours. I tried to call the help line and it was a 4 hour wait time. The gate I was in line for help at (my original gate) worked several flights while a large group of us were still waiting to be helped. They didn’t call for another agent until roughly the 3 hour mark. He couldn’t even help us. He sent us to another gate. I was eventually helped at this new gate and not given any kind of compensation for the trouble. The plane itself was very small and uncomfortable. I was sat behind a screaming baby and the attendant didn’t even try to help the mother or child. The gate agent also left several times, a customer asked him why he was leaving when we still needed to be helped. The agent didn’t bother to give him an answer. Beyond disappointed in this experience.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHouston to Arcata
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
1/10

"Avoid American if you have a choice"

(United States)

Not Verified | 1 hour layover became 9 with multiple maintenance issues on multiple planes, sitting in Dallas heat on an airplane with little to no air and horrible customer service with no information whatsoever. Avoid American if you have a choice.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteDallas to Jacksonville
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