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

"took no responsibility for what happened"

(United States)

Trip Verified | My wife and I had a very bad experience recently flying American. My father-in-law, died Saturday might in Philippines. Monday morning after 24 hours of non-stop preparation we arrived at the American counter at 4 am, 3 hours early for our flight. We were scheduled to fly from Baltimore to Dallas to South Korea to the Philippines. We got to the baggage checkin and were suddenly told we needed to book a return flight to board the plane to Dallas. With 25 minutes to spare before baggage check-in closed we scrambled and booked a return flight. We took the three hour flight to Dallas. We headed to our gate once in Dallas and were paged on the way there. We arrived at 10:23 am at gate D23 where the American Airlines agent hurriedly told us we would be denied boarding. She provided a printout that showed we wouldn't be allowed in to the Philippines. In fact on further review the print-out showed that while I might not be able to go, my wife who had been born in the Philippines should be able to go. But in her excited state the agent repeatedly showed us the printout and claimed it was cause to deny us passage. My wife was very distraught at this news. She wanted to get home to say goodbye to her Dad. He had suffered through illness for a decade and one of the only comforts we were hoping for was to be with family. My wife pleaded with the agent and at one point she said "How do I know if your Dad really died?" When I spoke to the agent she turned the conversation to how hard her job was. She said she found me "threatening". Exasperated I said an emphatic "Thank You" and walked to my wife who was crying and inconsolable against a wall. The agent did inform us that if we provided my wife's birth certificate she may be able to board. Through family in the Philippines and friends in Maryland we were miraculously able to come up with the birth certificate electronically. When we provided it, she refused us boarding again. After composing ourselves we had to go to the adjoining Gate D24 to find an American Airlines agent. At that gate at about 11:30 a.m. American Airlines agent said she would give us tickets back to Baltimore as the fair exchange for not going to the Philippines. When we boarded that flight the ticket agents told us that what they had given us were not actually tickets, but they didn't explain what they were. We got home by 10 p.m. the same day. I called American Airlines the next day, NC Office said there "Was nothing they could do to help." and only referred me to a different number and website. She said I could use the email at the website and expect a response in two weeks. If I didn't get I response I could only try writing again. There is no way to connect with American Airline leadership. They are hidden behind an internet firewall. American Airlines wants us to pay $1000 for the flight to and from Dallas-Fort Worth. They took no responsibility for what happened. or how we were treated. This doesn't look right to us so we are fighting it.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBaltimore to Seoul via Dallas
Date FlownAugust 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Resentment and Apathy"

(United States)

Trip Verified | Resentment and Apathy are the only emotions expressed by your team. I flew out to Seattle to mourn my father who died 4 days ago. I booked the shortest available return flight to get back to my 3 year old daughter. Your flight was delayed to the point that I missed my connector, lost 4 hours and my ride home. Your staff didn't or couldn't care or express even the slightest bit of empathy. The inhuman and callous disposition of these individuals stunned me and I can not in good conscience recommend this airline to anyone. I hope you never experience what I experienced today.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSeattle to Detroit via Chicago
Date FlownSeptember 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"clearly a reason why I don't fly them"

(United States)

Trip Verified | As all are experiencing flights are changing. My flights I was offered from the airline left me stranded in North Carolina as my flight to Jamaica would have left before I arrived! After dealing with customer service for two hours now having to stay overnight somewhere costing me more money with no offers. Flying first class and find out they are sending me somewhere that the lounge is closed when there were options to go other places. Clearly they are trying to push people through with no consideration of what they are doing or the money you spent on getting somewhere. Never will fly this airline again. I fly all the time and clearly a reason why I don't fly them.
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteSan Diego to Montego Bay
Date FlownSeptember 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Very disappointed American"

(United States)

Trip Verified | American has to be one of the worst airlines I have flown, Frontier is probably the only one that is worse, but at least they are transparent about their limitations. They have shown literally no efforts to social distance or keep people separated on their flights. On the same trip I flew Alaskan which made sure that people flying were only sitting in aisle and window seats and that parties were close to each other. Not only did American change my seat about twelve times, they separated my party and had a completely packed plane. Very disappointed American. Will not be flying with this airline again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDallas to San Antonio
Date FlownSeptember 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"worst airline experience ever"

(United States)

Not Verified | This has to be the worst airline experience ever. I will never ever fly with them again. They acted completely cold and uncaring. They promise one thing on the phone and then say another in person. They do not provide any assistance for people flying alone with small children (where as all other airlines do). I should not be crying in the middle of the airport due to how I’m being treated. Don’t promise and not deliver that is bad business. The only good thing about my trip was a handful of flight attendants that were kind enough to help me.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAnchorage to New Bern
Date FlownAugust 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"would not recommend them to anyone"

(United States)

Not Verified | American Airlines is a horrible airline and I would not recommend them to anyone! I rank them - 0 if that is possible My daughter came to visit me from North Carolina coming to Alaksa. I had no choice but to use this airline as no other airline in North Carolina came to Alaska. Her children are 2 and 5 months and her husband was unable to come due to work. When she and her family got to American Airlines in North Carolina they where greeted with horrible customer service. She had 2 carry ons, diaper bag , the toddlers back pack , stroller, car seat and many other things to carry alone. She could not check the carry ons and car seat until the gate. She asked for her husband to have a pass to come back and it was a real struggle and fight but finally after causing much stress they let him back. Upon her arrival American Airlines caused me much stress but finally let me back to help her today 08/29/2020 was the worst service by far. They see she has all these things and could not check them in until the gate and totally refused to let me go help her or let any of their team members help her back. She was so stressed and crying, TSA security was so surprised at their lack of service and that they refused to let me back. They took one of their workers to walk her to the gate. I am totally shocked at their lack of help, understanding, common courtesy and respect.
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteAlaksa to North Carolina
Date FlownAugust 2020
Ground Service 12345
Value For Money 12345
no
2/10

"was not the best experience"

(United States)

Not Verified | We are in a pandemic and the flight were extremely pack. Even on the flight back the pilot advised that we were over weight. The group that we were traveling with, we all paid for seats so we can try and sit together but when we all checked on we all had different seats that we did not pay for. We went to the counter and they advise that they never heard of anyone paying for seats and that it was impossible. They said in order to try and sit next to the person you had to checked back within 45 minutes to boarding time. We showed them the receipts and they said to request a refund. Two days later I'm requesting the refunds and the customer service rep just told me she cannot provide me the refund since I volunteer to move my seat, when I actually didn't volunteer. American Airlines seriously was not the best experience. I probably will not be flying with them.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMiami to Las Vegas
Date FlownAugust 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"the 3/10 rating is accurate"

(United States)

Trip Verified | I am continuously less than impressed with American. Going to avoid flying them in the future if possible. They’re always changing flights and when asked for any type of compensation (meal voucher for flight changes) I am always denied. I’ve never been impressed by American’s service. Sad to say the 3/10 rating is accurate.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteColumbia to Boise via Dallas
Date FlownJuly 2020
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Last time flying with them for sure"

(United States)

Trip Verified | Booked my tickets 6 months in advance, 3 weeks before the flight I got a email from American Airlines saying my flight times were changed. I thought nothing of it until my return flight had a 4.5 hour layover. When I paid for the tickets I chose no more then an hour layover because I dont like sitting at an airport wasting time. So after the good flight was full they bumped me to a different flight to sell my tickets to someone else, seeing as I already paid .. what was I going to do. Last time flying with them for sure. Not to mention the flight boarding people were not nice at all.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDenver to Buffalo via Chicago
Date FlownAugust 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"American Airlines is a joke"

(United States)

Trip Verified | One of the worst flight experiences I have ever had! No customer care or a word of customer service. For the price I would most definitely choose any other airline, I would and will from now on choose to even pay more for simply a good experience. American Airlines is a joke. Claiming to care about customers health they overprice their old non cared for planes. Even though we are in a “pandemic “ they choose to be cheap and tight wads worried about control and their bottom line. In a plane where every customer is stuffed shoulder to shoulder touching all in the back half of the plane while the front half of the plane only had a few scattered seats being used. If they actually cared about customers and being a good quality airline run by quality people they would have obviously moved customers around the airplane creating some more comfort and doing their part to protect customers as they claim they are doing. Also as I was getting my rental car the lady there assumed I had been flying with AA because of my poor experience and that she had heard the same exact customer care from other distraught people who felt the same. Shoving everyone in the back of the plane. Not a single thing was offered the entire flight! Of over 2.5 hours not a single complementary food or beverage. Claiming for the covid. So all I understand from AA is they care about control and the bottom line. Also everything they offer they want to nickel and dime you, oh you want to sit in a seat that isn’t used, that will cost you money, oh you want to have WiFi, that will cost money. Other airlines include TVs and internet, AA does not find it worthwhile to upgrade their planes and doesn’t find it worthwhile to make up for that with free internet. Overpriced tickets and one of the least updated planes being on 4 of their planes during this trip, not a single plane was updated like Delta flights. I took a flight with Delta not long before this flight and there was very nice customer service, they offered inflight food and drink. If you care about your sanity and or just simply do not want to support a bad business then please do yourself a favour and fly with a better company. Hope this review helps.
AircraftBoeing 737
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCharlotte NC to San Antonio
Date FlownAugust 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