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 2286 reviews
3/10
3 star Skytrax Rating
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1/10

"is the worst airline"

(Canada)

Trip Verified | Norfolk to Montreal via Philadelphia. My flight for 8 AM from Norfolk to Montreal was cancelled due to the crew not being available, it was chaotic at the airport. I waited two whole hours in line with Zero customer care or attention. Finally I was told that the only flight would take me to Montreal is in the afternoon and then I would arrive at 11;30 PM. I did not trust the agent and I talked to another agent who re-booked me via PHL at 10:50 AM and departure being at 8:50 PM from PHL meaning my arrival to Montreal would be almost Midnight. While waiting at the airport I called the customer person and she was kind enough to book me at 6:00 pm (so I gained 2 hours by talking to this person.) Then when I arrived to PHL I walked to customer service department and they put me on flight at 3:00 PM. This is the worst airline and the customer support out for Norfolk was disgusting for them to send passengers home saying there was no flight available, it was not true. IF I was able to get on a flight to Montreal later in the afternoon why was this entire booking not done earlier. The airline has the responsibility to train their agents at the ticket counter and to also train them for being compassionate and understanding and to try their hardest to get people home. on a scale of 1 to 10 (being high ), I will give American airline and its agents zero. Horrible experience and it was unnecessarily delayed.
Aircraft....
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteNorfolk to Montreal via Philadelphia
Date FlownAugust 2018
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

"trip time has been doubled"

(United States)

Trip Verified | Bradley to Hilton Head via Charlotte. This is the worst flight company I have ever used. Our initial flight was delayed by 3.5 hours. My second flight is, as expected, delayed. My trip time has been doubled. I will never use this airline again and do NOT recommend. I should have drove.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteBradley to Hilton Head via Charlotte
Date FlownAugust 2018
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

"canceled the night before"

(United States)

Trip Verified | Orlando to Charlotte. First off, our plane got canceled the night before while other airlines just delayed until later into the night. Then, we got charged twice for baggage and the employees were rude. Lady said we had to wait until our whole family was with us. When we were together I got in line and she said I had to wait until she let me in line and I said i was here the whole time and my family is here and she kicked my bag out of the way and put someone in front of me. Then we were told to go to another line to get refunded our baggage and when we got there, they told us to call a number. Ridiculous how you can’t get in person customer service and everything is by phone number.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteOrlando to Charlotte
Date FlownAugust 2018
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

"one of the worst airlines"

(United States)

Trip Verified | New York to St Louis. American Airlines is one of the worst airlines I have traveled. Every time they charged Carry on fee of $50.00 at the gate, cancelling flights and called the reason beyond their control. Our flight taxied on runway for 20 minutes before taking off and they cancelled the flight, because plane didn't have enough fuel for the journey. Is this a good reason? We had to stay overnight in NY at our own expense and spend more the $300.00 not including the taxi fare to and from the Hotel. This is not the first time it has happened in our previous trip also. They overbook the flight and then bump-off people because of some silly reason.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteNew York to St Louis
Date FlownMay 2018
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

"cancelled my trip 3 times"

(United States)

Trip Verified | Tampa to El Salvador via Miami. American Airlines has the worst service. They cancelled my trip 3 times. They overbooked the next available flight so they asked us all to check in our carry ons. They didn't care about me needing my suitcases to retrieve my medication. They told me they were just not giving it because it would cause too much trouble.
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteTampa to El Salvador via Miami
Date FlownAugust 2018
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

"I was very disappointed"

(United States)

Not Verified | Mexico City to Charlotte . This was my first time traveling with American Airlines and to be honest, I was very disappointed. My flight duration was approximately 3 hr 30 min to 4 hours. And what did they serve us to eat? Two cookies and a bag of pretzels. No TV & terrible wifi. I’ve always flown on Delta and it is much better. Don’t think l’ll be flying AA anytime soon.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteMexico City to Charlotte
Date FlownAugust 2018
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

"never be flying American again"

(United States)

Not Verified | Jacksonville to Phoenix via Dallas Fort Worth. This was the worst flight experience I ever had. Our flight was delayed an hour and a half to Dallas and made us miss our connector. They put us up in a hotel to get us to Phoenix the next morning, but that flight was delayed an hour as well. They also changed the gate on us to a completely different terminal. We had to sit on the plane for half an hour before departing while technical difficulties were fixed. This interfered with our scheduled plans with friends, and we almost missed a wedding in Payson, AZ. We had to cancel our hotel and car reservations and make new ones, and if you are basic economy you don’t even get a snack. I will never be flying American again.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteJacksonville to Phoenix via Dallas Fort Worth
Date FlownAugust 2018
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 sleep in Miami Airport"

(United States)

Trip Verified | Baltimore to Tallahassee via Miami. Flight from BWI was for scheduled for 4:55 got delayed until 9. We didn't get to Miami until 1am. When here the airline gave us a hotel and said it was only 15 min away. We get to the shuttle and ask if they go to the hotel American gave us. And he laughed and said it was 35 min away. So we tried to find a shuttle that could take us but the next one came 1 and a half hours later. So we had to sleep in Miami Airport. Which is the biggest garbage can of a airport that I've been to we got here and trash was laying everywhere. Next our flight from Miami to Tallahassee was scheduled for 10:30 but got canceled. So we're waiting again. And fingers crossed the flight will come at 2 but seeing how frequently flights get delayed and canceled I'm extremely doubtful about taking off at 2.
Type Of TravellerFamily Leisure
Cabin FlownPremium Economy
RouteBaltimore to Tallahassee via Miami
Date FlownAugust 2018
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

"one of the worst airlines"

(United States)

Trip Verified | Dallas to New Orleans. I fly 2 to 3 times a month. American Airlines is one of the worst airlines to take. If you want bad service, delayed flights and more gate switching at the last second then take this airline. I avoid their airline like the plague. You would think being around as long as they have they would figure it out. Last leg with them was delayed by an hour because they didn’t have enough flight attendants. Really! Get your act together or sellout to an entity that knows what they are doing and by no means do you deserve a main hub at Dallas. You deserve one in Siberia.
Type Of TravellerCouple Leisure
Cabin FlownFirst Class
RouteDallas to New Orleans
Date FlownAugust 2018
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

"lying to the customers"

(United States)

Trip Verified | The worst experience I have had while traveling. Especially the customer service at FFW gate d22 in 8/9/18 at 1130 pm. One representative said my delay was crew related and a second one came up to cover it up and wait it was weather related. Other airlines are flying out and in to DFW now. There is not a weather problem there is a crew problem and the airline is lying to the customers.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteAspen to Cleveland
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no