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

"This experience was disgustingly unprofessional"

(United States)

Trip Verified | I wish that I could give a negative review. This was one of the worst experiences I have ever had with an airline. As we boarded the plane on March 19th in Seattle (AA 1471), the first thing the pilot said overhead was "the back engine is broken, so you will hear some loud noise, but it will be fine once we are in the air". After we pulled from the gate, we sat on the tarmac for about an hour and were surrounded by two fire trucks, a fire SUV, and police patrol. The engine was inspected, and we were indicated to have further inspection at a different location. After another hour, the plane was pulled out of commission. I am unsure why a fully booked flight was put onto an aircraft with a knowingly broken engine in the first place, however, nearly all the passengers had connecting flights in Miami. When we finally arrived in Miami, I missed my connecting flight to Grenada (flight 1546), by only 15 minutes. Since this flight only happens once per day, I then had to face a 24-hour layover. I was the second person in line at customer service, ready to be booked a hotel and meals, which was the very least that could have been done. After pulling everything up, I was told that every hotel in Miami within a 20-mile radius was booked, and there was nothing that could be done. Not only was the staff extremely rude and insensitive, but they also offered zero solutions. I, as a 22-year old sleep-deprived female, was then expected to spend 24 hours during a pandemic on the filthy floor of the airport with only $24 worth of food vouchers. I did not have access to any of my clean clothes as all of my luggage was checked in at that point, nor did I have any of my toiletries. I was unable to sleep as I felt vulnerable and unsafe, and I was supposed to be preparing to meet the dean of my medical school for the first time upon my arrival in Grenada. This experience was disgustingly unprofessional, and I am requesting not only a full refund but also compensation on top of that to make up for the horrific 24-hour layover I endured. After reaching out to customer service, they only offered a $125 voucher for compensation. $125 would not even buy me a one-way ticket back home! I was not given a hotel, enough vouchers to cover food, 24-hours of COVID-19 exposure, grossly inadequate service, and now a pitiful response. I had to make complete rearrangements in a foreign country due to their negligence after sleeping on a filthy concrete floor and they think $125 makes up for it? Absolutely disgusting!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSeattle to Miami via Grenada
Date FlownMarch 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

"I will never be flying again"

(United States)

Trip Verified | I had flight credit for a trip I had cancelled March of 2020, since covid had begun. This is my second time flying with American Airlines but I will never be flying again. 2 Checked bags for $70? Ridiculous. Basically paid $70 to have eyeshadow palettes broken inside (which cost way more than the baggage fee) my suitcase even though I had tightly secured and wrapped them. We were supposed to land in PBI at 6 pm, but the weather was bad in our connecting flight city (Dallas). None of the customer representatives were helpful in explaining that if I hadn’t changed my flight I would still make it around 8 pm since all flights were delayed in and out of Dallas. So we ended up leaving at 2.30 pm after staying in the SLC airport since 7 am that morning. We then got to Dallas and didn’t leave till around 11 pm. Flying into Florida at 3.30 am. There were no ubers or lyfts available, and I was alone with my other friend. Two young girls under the age of 19, is quite terrifying flying into a city at 3.30 with no option but a taxi. We were yelled at by the taxi driver because apparently we had “woken him up” for a 10 minute drive to our hotel. Someone had also thrown my ipad during security bypass and it shattered, so that’s wonderful. And you can’t even reach American Airlines on the phone to tell them and try to get your money back.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSalt Lake City to Dallas/West Palm Beach
Date FlownMarch 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

"terrible in rectifying this situation"

(United States)

Not Verified | American Airlines has the worst customer service. Flight 277 into Dallas sat on the tarmac at DFW for 45 minutes after landing, causing approx 30 people to miss the connecting flight to OKC. The associates at gate E34 at DFW for connecting flight AA2955 were unhelpful, and not compassionate in the least. I was finally able to speak to a person on the phone and was told to file for refund, which I did due to involuntary change of flight, turns out, our flight is ineligible due to not being cancelled by the airline. The “feasible” option we were given was a flight at 0845 this morning. Again, not acceptable. Our party of 4 ended up getting an Uber, which was around $300, but now we cannot speak to a person, or get directed to the right people to give us a refund for the flight that left us at the airport at no fault of ours. American Airlines has been terrible in rectifying this situation.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCancun to Oklahoma City via Dallas Ft Worth
Date FlownMarch 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

"no social distances for sure"

(United States)

Trip Verified | I don't write reviews often unless something dramatic happens, so I want to let people know about unprofessional and dangerous events that happen to me so management can fix or do something to eliminate such behaviors. I was recently a passenger on an American flight from St. Paul, MN, to Midland, TX. I was boarding the plane with my carry one bag and my laptop's bag. The country agent was rude, asking me to check in the carry one claiming it was bigger than American allows as carryingone. Just for a note, I traveled with this specific carry-on all time and no problem at all. In fact, I traveled with this exact one "carry-on" on American airline before, and there was no problem at all. So I didn't say anything, and they took my carry one and charged me $30. I boarded the flight, no social distances for sure, then noticed that someone vomited on the chair in front of mine. With Covid, seeing that was break dealer to me. I would never fly with an American airline, and people should be careful using this airline.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMinneapolis to Midland via Dallas
Date FlownMarch 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"attendant was unkind and so disrespectful"

(United States)

Not Verified | I needed to get back to Milwaukee on American Airlines but it will be the very last time I will fly with them. The flight attendant was unkind and so disrespectful. I got scolded for standing too close to the man in front of me while boarding (understandable)- then got scolded again because the person I was flying with wanted to board with me. Three minutes later as the two of us were settled in I look up and there are four people standing right there by our seats (scolded before for social distancing). Then she rudely corrected me for having my foot in the aisle- I'm 5 foot tall - I crossed my ankle up over my knee- my foot does not even reach the aisle - I'm 5 foot tall. The rudeness and disrespect was amazing.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMilwaukee to Dallas Fort Worth
Date FlownMarch 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"worst experience ever!"

(United States)

Trip Verified | If i could give a 0 star I would, worst experience ever! First off, they had me separated from my daughter who is a minor but had me and my fiancé together. I spoke with customer service multiple times when booking both tickets separately, we had to book them separately in order to use the credits. They guaranteed me that we would still be together as if it was one ticket, but guess that was a lie! I check in the day before and I noticed I was separated from my daughter. I called customer service and they told me that once i get to the airport that they would be able to put my family together. Another lie! It was literally a hassle to get the first flight to be together, but they were able to move seats around for it and made it happen. Now we had a layover and same issue, I was separated from my daughter so I went to the gate and explained what customer service had told me and that the last flight was able to move things around because she is a minor but nope not this time. All they had to say was the flight was pretty full and that me or my fiancé would have to take her seat! Like are you serious!? This was the airlines fault for miscommunication from the start! I have high anxiety with flying and so does my daughter! I’m furious and this has been the worst experience of my life! Not to mention on the first flight, They literally asked my man to cover his shirt because it was offensive, and then they’re harassing a family because their 5 year old is being disruptive.... like I’m sorry but when did our freedom of speech get taken away, and do any of them have kids? Sometimes kids have a bad day and act out. Is that any right to move them to a different seat or kick them off of a plane!?
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMinneapolis to Charlotte
Date FlownMarch 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"I will not be using this airline in the future"

(United States)

Trip Verified | My first complaint is they single out white middle age women. My carry-on was no bigger than anyone else. In fact, it was smaller than most. This happened in Austin, Detroit and Dallas. Next, don't even bother with a paper voucher. They make it virtually impossible to use. They wanted us to book flights then cancel to get the voucher money. I will not be using this airline in the future.
AircraftBoeing 747
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteAustin to Detroit
Date FlownMarch 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

"This is about the worst experience ever"

(United States)

Not Verified | This is about the worst experience ever. My flight was to leave at 11:00 from Tampa to Florida. Something happened and they asked everyone to change their flight to another plane without reason. From 11:00 am my direct flight to Philly was changed to 3.31 flight with a connecting flight to Charlotte then Philly. My kids and I waited four hours to get on the next flight just for the lady in the front desk to be bluntly rude and disrespectful to just about every customer. I’m watching her yell at other customers while they were just trying to get their boarding pass. Finally we are in the plane and and the flight delayed again which means I’m definitely missing my next plane to Philly. After all we went through they take everyone off the plane and they don’t know where my baggage is, basically they lost it. All my clothes and my kids clothes gone and all they can say is that they can’t do anything about it.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteTampa to Philadelphia
Date FlownMarch 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"So much for social distances"

(United States)

Not Verified | So much for social distances and staying 6 ft apart. Even while boarding no one was 6 ft apart due to them calling the boarding numbers really fast to where everyone was clustered together. Then everyone is touching each other in the plane because every seat was booked up. How are we suppose to stop the spread of COVID if every seat is filled up and if no one is showing symptoms but might possible still have covid then everyone on the plane will get it. This will be the last time I get on American Airlines. I've always traveled with American Airlines but after this not again. I traveled with Delta couple months ago and they were amazing with the social distancing and not having everyone sit next to each other.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
Date FlownMarch 2021
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"they don't know how to treat customers"

(United States)

Trip Verified | What bad attention from this airline, I reserved two tickets to go to Colombia to pick up my new puppy, to whom I made a reservation and a week before I called to verify that I could fly with her in the cabin of the plane and they assured me that yes, to a surprise today, March 17, I arrived at the airport at 2 in the morning to board the flight and when I arrived they told me that I cannot travel in my company, my dog. Since March 9, a new rule came out and it is that dogs cannot travel in the cabin, I said that why they did not warn me and they tell me that this is not their problem, that they do not have to warn anyone, and they spoke to me in a tone strong, the same thing happened to 2 other people on the same flight. That this company's lack of seriousness, they don't know how to treat customers, and they do not notice by letting passengers know if there are changes or not, as if one could have all the time in the world. Thanks American Airlines for leaving my puppy in Colombia and destroying my heart for not being able to bring it with me. Now i'm paying babysitter to take care of her until she I can bring her. For the next or next passengers I hope they have more respect with them because you are disgusting.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMedellin to Boston via Miami
Date FlownMarch 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no