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 2056 reviews
3/10
3 star Skytrax Rating
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1/10

"Never again American"

(United States)

Trip Verified | My direct flight to Boston was cancelled this weekend, no explanation, no weather issues (all other airlines were flying out). The soonest they could get me on a flight was the next day with 2 (two) stops. I would miss my wedding so did not take it. My complaint is, when they cancelled the flight, only one employee was at the gate trying to reschedule everyone's flights. The American gate next to it, had 5 employees, talking, laughing, not doing anything. I went over to them and asked if they could help me. I had been in my line for 30 minutes and the employee had only gotten through 2 people! So you can imagine the anger of everyone in line! The 5 employees at the adjacent gate said they couldn't help and really didn't seem to care enough to walk over to our gate to help that 1 lone employee. I found that to be so incompetent for this or any airlines. Worst part for me was, my daughter was gong to the same wedding, also flew out from the same airport, same time, with JetBlue. And her ticket cost half as much as mine! So my daughter, poor thing, landed in Boston and spent the weekend by herself. No excuses. Never again American if I have another choice.
Type Of TravellerSolo Leisure
Cabin FlownPremium Economy
RouteWashington DC to Boston
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"What a joke"

(United States)

Trip Verified | I fly a decent amount. This is my first time flying American Airlines and will probably be my last. I flew from SLC to Dallas and it was delayed many hours and caused me to miss my other connecting flight. I got over it. Now I’m flying back to Salt lake and it’s 2 weeks ago and of course, another delay! Kind of pathetic that literally both of my flights have been delayed. Not just one. Safe to say I will never be flying with American Airlines because they’re 2 for 2 for long delays. This has caused extreme problems and anxiety due to work meetings. What a joke. American Airlines is well known for their delays and I gave them a chance. They failed miserably. Fly any other airline than American.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteDallas to Salt Lake City
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
2/10

"worst customer service ever"

(United States)

Trip Verified | Phoenix to Charlotte. The worst customer service ever! When I checked in there was no line however I was acknowledged by, “where are you going?” No, good morning even after I said it. Then she proceeded to check me in smacking her lips and hugging as if I was being bothersome by checking in. Instead of asking, “May I see your ID.” She says do you even have an ID. A women she was not checking in with she began to argue with saying, “lady we can’t do anything, if you want something you’re just gonna have to wait until 3 am that all I have for you.” Not polite. Ruining the brand name.
Type Of TravellerBusiness
Cabin FlownEconomy Class
RoutePhoenix to Charlotte
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
10/10

American Airlines customer review

(United States)

Trip Verified | Denver to Los Angeles. Good flight overall. Friendly staff. Soft landing. Tired of hearing about the credit card offer. Yes, we're a captive audience, please stop exploiting this.
AircraftA319
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteDenver to Los Angeles
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"Very unprofessional"

(Netherlands)

Trip Verified | I was booked to fly from Pittsburgh to Amsterdam via Philadelphia. Once landed in Philadelphia, the flight to Amsterdam was cancelled. The employees were totally not helpful and not giving any direction. Finally one of them said that we had to go to the customer service. Once there, we had to wait like 2 hours in a huge queue. Disaster. The customer service agent booked a ticket for us via Dublin. We had to wait 6 hours longer. Once we asked the customer service agent the reason of cancellation the given answer was: I dont know, i just get 8 dollars per hour. They don’t share this kind of information with me. Very unprofessional.
Type Of TravellerBusiness
Cabin FlownEconomy Class
RoutePittsburgh to Amsterdam via Philadelphia
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

"Horrible customer service"

(United States)

Trip Verified | . Little Rock to Washington DC. Horrible customer service, waited an hour and a half to check my bag in. Missed my flight and they told me to go the back of the line to get my flight rescheduled. There were 5 people working to check people in and 2 of them left never to be seen again. I was told to wait on their manager and waited another 30 minutes and the manager never came. This will be the last time that I fly American Airlines.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteLittle Rock to Washington DC
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"the employees were rude"

(United States)

Trip Verified | We wanted to change our seats and check in online but it wouldn’t let us. Got to the airport and still wasn’t able to change our seats due to technical issues after waiting for them to try to figure it out for an hour and a half we told them we have to go through security and left. When we got on board the flight my screen didn’t work and I told the flight attendant she was very rude and just nodded. Told her a few more times she rest a few times and still didn’t work. We asked another attendant and she rest it a couple more times and still didn’t work. They didn’t do anything else about it. So I got WiFi and that didn’t work well either after paying $19 couldn’t listen to music or watch anything. All the employees were rude. The last time we fly on American Airlines.
AircraftBoeing 777-200ER
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteHonolulu to Dallas
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

"I am extremely disappointed"

(United States)

Trip Verified | This will be the last time I fly with American Airlines. Arrived to Charlotte for my connecting flight to Hartford and was told there's no aircraft available so my 7 a.m. departure was delayed till 2:30 p.m. Thanks to American Airlines mistakes I will now miss my daughter's college graduation. They're making me jump through hoops and Loops to get a refund my wife and I am extremely disappointed with this Airline and will not fly American Airlines again
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteCharlotte to Hartford
Date FlownJune 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"they went above and beyond"

(United States)

Trip Verified | Reno to Los Angeles. We recently had to fly out for a death of a family member. American Airlines staff were so helpful with my elderly mother and our flight mix up from Expedia (who were not helpful at all). I will recommend American Airlines to everyone, they went above and beyond in our eyes, they were wonderful and thoughtful of our situation. Thank you
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteReno to Los Angeles
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"rude and very disrespectful"

(United States)

Trip Verified | Raleigh to Miami. I came to the airport at 10:30 flight scheduled to leave at 12:03 which was delayed until 12:20. The supervisor was very rude. She wasn’t trying to help us at all. The lady in charge stated that our seats was given to someone else which is ridiculous when my flight has been booked for months. It’s very unfair to people that have waited for 2 hours and still don’t get to get on your correct flight. I was put on standby then that may not even help because this flight is full also. Which only leave a flight for early in the morning and I have already paid for my Room and everything ! I will never recommend anyone to fly American Airlines because they do not know how to treat people. They are rude and very disrespectful. The supervisor never apologized or even ask If we were okay. I am very upset. I have been sitting at the airport for 7 hours and I don’t even know if I will be able to board at 7:30.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteRaleigh to Miami
Date FlownJune 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no