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 5920 reviews
2/10
3 star Skytrax Rating
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2/10

"Never AA again"

(Mexico)

Not Verified | AA plane was late, gate changed very far away. Confusion with pre-requisites and boarding. On tarmac 1-2 hours, told seat belt mechanism not functioning so to wait for part. Then told by pilot we all had to deplane due to FAA regulations (3 hrs.late) and new crew to be called. No good, no compensation. 6 hrs late. Never AA again. Had trouble prior with American Airlines and Dallas airport.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDallas, Texas to Guadalajara
Date FlownOctober 2020
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

"Some employees are beyond rude"

(United States)

Trip Verified | I've worked customer service for 15 years. I have never been this angry about the poorest customer service in my life. American Airlines updated my brother's flight almost 2 hours early. I booked the flight 2 months ago in August. My notification was only a few hours before. He was held up for about 35 min. during check-in & security. We couldn't get his 1 bag checked in, so I demanded a supervisor. I waited beside her waiting for her to be done with someone she was speaking with. She looked at me, then looked pass me. She said she thought someone else was waiting for her first. She was rude along with the baggage claim woman I spoke to because my brother is rushing for his flight. I spoke to 2 supervisors at the airport. They told me to contact Priceline with my booking about the flight change. Priceline told me to contact American Airlines. Then, the last supervisor tells me to talk to a supervisor at the airport. She clearly didn't hear me, "I did that already!" Saying the line is recorded. I know it's recorded. I did not curse at her. I threatened to review American Airlines on social media and all the sites I can. I've already done 3, and I'm not going to stop. She wasn't sympathetic, she wasn't helpful and she didn't remedy the issue in any way. My brother is the sweetest guy you'll ever meet. 12 hours on standby without guarantee of a flight? Really? He was polite to everyone he spoke to at the airlines & airport. This is the 2nd time I've had a poor experience with this airline. Everybody got me playing the telephone game. The supervisors are useless. Some employees are beyond rude. Some wanted to tell him what gate he should be at, others don't. What kind of nonsense is that? This is the worst airline I've ever dealt with. Never again I will never recommend this airline to anyone.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMiami to Orlando
Date FlownOctober 2020
Ground Service 12345
Value For Money 12345
no
1/10

"a sad way to end such a great vacation!"

(United States)

Not Verified | After getting off the plane from SJD, we had two hours before our connector flight departed for Atlanta. It took 1 hour and 30 mins for our bags to arrive before we could go through customs, recheck bags, and then security. So to say the least, we missed our connector flight. Customer service agents at gate was insensitive and then told us we would be placed on standby for something that was not our fault! We were not offered a meal voucher, not even an apology. Then told if we couldn't get on that flight we didn't have another option until the next day and we wouldn't be offered any compensation to get a hotel either. This was a total disgrace! We called into customer service over the phone and got 3 people who did absolutely nothing. Meanwhile we watched several other customers cursing out gate agents because of their bad attitudes and lack of solutions to these problems. We will never fly American Airlines again! We will also be reporting this to other review platforms to warn customers about this. This was a sad way to end such a great vacation!
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteSan Jose del Cabo to Atlanta
Date FlownOctober 2020
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

"they have no social distancing and their staff were rude"

(United States)

Trip Verified | Delayed flights made me miss my connecting. I was talked into switching my final destination to an airport they claimed was 20 minutes away with a shuttle that could take me there for only $10. This was very untrue. It took me over 4 hours to get to my actual destination and close to $100. They would not give future credit, any type of refund or pay for the additional cost I had to pay to get to my destination. Not to mention they have no social distancing and their staff were rude.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMilwaukee to Miami
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"never use American Airlines again"

(United States)

Not Verified | I booked my flight non-stop from LAX to Eugene to visit my daughter and grandchildren. My flight was changed without me knowing until I went to check-in to a connecting flight leaving earlier arriving later and then returning super earlier. I called the customer service number and the lady said they changed the flight to non connecting because they didn't sell enough tickets so the flight has to go to a hub. She was able to help me change my return flight to a later time but I am still upset because I lose precious time with my family. They offered nothing in return. I have to book a hotel room in LA now because I live 3 hours from the airport and my new connecting flight leaves 2 1/2 hours earlier then the original and gets in an hour after. The return flight leaves 2 1/2 hours earlier then original schedule as well. No compensation. I will never use American Airlines again. I would give them no stars if I could.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLos Angeles to Eugene
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"zero social distancing"

(United States)

Not Verified | Hands down the worst service ever on an airline in the US in over 15 years. Filthy seats (chewing gum covering one of the 8 seats in 'First' class) zero social distancing (someone in every seat and the flight over sold), people boarding with no masks on at all (while laughing with cabin crew entering the plane) and the meal service was a complete joke. To top the world call experience all off, baggage did not connect and zero apology from the customer 'service' team at SMF. Horrible!
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCharlotte to Dallas
Date FlownOctober 2020
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

"they are using COVID-19 to be lazy"

(United States)

Trip Verified | So bad! This was my first time flying during the Covid-19 pandemic and I was shocked! The plane was dirty, there was absolutely no social distancing and they are using COVID-19 to be lazy! There was no food service, even for the flight that was 6 hours long! Just drinks! Why can you had out drinks but not pre-packaged food? Additionally, I had to change my return flight to another airline and was assured that I would receive a credit. Well I called today and sure I get a credit - but it's only good for the same route! So if I ever find myself in Hawaii with no return flight home - I can use the credit. What a joke! Everything I read and was told by the agent on the phone was that I would receive a credit! No one mentioned that it had to be for the same route. Well needless to say, I flew home on Delta to help my daughter with her kids and what a difference. The plane was not only extremely clean, they also handed us wipes as we got on if we wanted to wipe down our area even more! They also used social distancing on the plane! There were empty seat between travelers. They also had these baggies with an individual hand sanitizer, a Kind bar, a bag of Cheezits, and a water. And on the the 6 hour flight, they gave us this twice. American Airlines is the worst and they have definitely lost a customer! I feel let down and cheated! Never again!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSalt Lake City to Honolulu
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"not practicing social distancing"

(United States)

Not Verified | I am shocked that they are not practicing social distancing and they don't even tell you until you are about to board the plane. I had to sit in a middle seat between two strangers for 6 hours during a global pandemic, the plane was so full I had to check my bag because there was no more space in overhead compartments. There's a sign saying that they spray the seats with an antiviral coating twice a week but no other signs that the seats are cleaned between flights, there was trash in the seat back compartment of my seat. They could at least tell you what you're signing up for when you buy the ticket, I wrongly assumed I could trust their judgement on health and safety measures. Customer service is also the worst. I left my phone at the gate and realized it just as I sat down, people were still boarding but they would not let me get off to quickly get my phone. I was cooperative since they said they could just mail it to me when I got home. I've been home for a week now, I've located the exact location of my phone on the find my iPhone app which says it is sitting at the guest services station at the American Airlines, but every time I call they say that they don't have it and now I believe they are intentionally not answering my calls. Minimum effort public safety. Minimum effort customer service. I almost regret taking the trip, might have to pay big $$$ for a new phone and could easily have contracted COVID-19.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Jose International to Charlotte
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"passengers were clumped together in one section of the plane"

(United States)

Trip Verified | All 4 flights were delayed significantly with no explanation, no food or drink or bathroom while trapped in plane sitting on runway for over an hour, staff was very rude on all flights, passengers were clumped together in one section of the plane even though the rest of the plane was empty. No amenities, no customer service.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDallas Fort Worth to Rapid City
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"social distancing is only important until you get on the plane"

(United States)

Not Verified | It is highly likely if you took three chipmunks and a penguin and put them in charge of American Airlines they would do a better job. First, social distancing is only important until you get on the plane. On-time depart for American means they leave on the actual day of the ticket. Service HA. Our connecting flight was messed up by the originating flight and when we got to Charlotte which by the way is their biggest hub we were told customer service is closed and we are basically out of luck. Seriously fly Delta, rent a boat, jet pack, jump to your destination. Anything but fly American. If anything good can come out. If this pandemic maybe it will be that American goes belly up.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteCharlotte to Cancún
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no