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
Filter Reviews by :
Show
1/10

"the worst airline ever"

(United States)

Trip Verified | Chicago to Orlando. This is the worst airline ever! I'm appalled that they call themselves American. You have no freedom choosing your seats unless you pay for it. You have no freedom checking in even one luggage unless you pay for it. And you have no freedom of movement in these cramped seats! I will never fly with them again and you shouldn't either!
AircraftBoeing 737-800
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteChicago to Orlando
Date FlownFebruary 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

"not friendly people"

(United States)

Trip Verified | Curacao to Grand Rapids via Miami. Customer service has "flown" away! We were seated in the last row by the flight attendants, who must "love" their job. We could hear every word and they didn't shut up the whole flight with complaints about it. We were served our beverages and then made to hold on to the cups and trash until our final descent. I got up to use the bathroom about an hour after the drinks were served, so I handed my cup to the flight attendant before entering the bathroom, no problem, right? Wrong! All I heard about their conversation was about customers and their trash, as if they thought I couldn't hear them? Very unprofessional, not friendly people to say the least. Bags took forever to arrive at the carousels at both stops.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCuracao to Grand Rapids via Miami
Date FlownFebruary 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

"not enough flight attendants"

(United States)

Trip Verified | Washington to Manchester NH. Flight delayed because they did not have enough flight attendants. Yes, a flight with enough flight attendants.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteWashington to Manchester NH
Date FlownFebruary 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

"worst I have ever experienced"

(United States)

Trip Verified | Philadelphia to Phoenix. The Philadelphia airport is lovely but the American Airlines gate staff are the worst I have ever experienced. They don’t listen to customers or apply logic and when you question them they threaten to throw you off the flight. They insisted we check our carry on bag despite it fitting under the seat of a much smaller plane 2 hours earlier. Upon boarding the plane we found there to be much overhead storage space. The staff were rude and threatening. I would recommend spending whatever it takes not to fly American Airlines ever.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePhiladelphia to Phoenix
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"have zero customer service"

(United States)

Not Verified | Seattle to Miami. Terrible experience on both flights. Had to check our carry on bags and then they got put on a 1.5 hour later flight and we had to wait in the airport for bags that never should have been checked. Our connecting flight had just arrived and 4 people we were traveling with didnt have enough time to get to the connecting flight, we tried explaining this to the American Airline person and she did not care, nor would she wait 1 second and the flight was early. On the way home our carry bags were checked once again and there was a delay at baggage claim so it took and extra hour after we landed to get our bags that again never should have been checked. They have zero customer service. I will be avoiding this airline at all costs.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSeattle to Miami
Date FlownFebruary 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
2/10

"awards program is just a shame"

(United States)

Trip Verified | American has an awards program that is just a shame. After spending tens of thousands of dollars on flights, my status is now Gold from Platinum Pro. They wanted thousands of more dollars to “secure” my status after flying probably 30 times last year. Just frustrating. Now I have to pay for better seats and I’m Group 4. You have to travel international or travel and do multi-city connections to do anything here. I have a family ... I need to switch.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDallas to Santa Ana
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"apparently disabilities are hilarious"

(United States)

Trip Verified | Phoenix to Los Angeles. If you have disabilities and want this airline to care, dont. I have a muscle disorder and was in the middle of a bad flare up. My flight is super late in the day so I came in at 6am in a small hope I might be able to be switched to an early flight since I was already asked, while checking in, that my flight is almost full and would I be open to going on a different flight. The ladies at the counter apparently thought it was hilarious I even bothered asking if there was a small chance of something wasn't full and they thought it was even funnier that it would cost me close to 600 to change my flight. Not kidding, full on historical laughter. I was looking for help, even understood if I couldnt be accommodated but to be laughed at and to be shown zero sympathy is uncalled for. This airline wont care about one tiny review while making millions but I will never use them again because apparently disabilities are hilarious.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePhoenix to Los Angeles
Date FlownFebruary 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

"never fly American again"

(United States)

Not Verified | Jacksonville to Salt Lake City. So we usually fly Delta but decided to try American this year for our annual Utah trip. We go skiing and snowmobiling way up in the mountains so we take firearms to protect ourselves from chance encounters with wild animals. Upon making my reservation I let them know exactly what firearms I was bringing and the proper packaging techniques which I’ve done for the last seven years at Delta with no problems. Upon check-in they informed me that my locked TSA boxes were not adequate and then I would have to leave my guns. I had to take my firearms back to the car at the hotel several miles away and almost missed my flight. I will never fly American again and if I had time I would’ve paid triple the money to change my flight to Delta to be able to take my fire arms to protect my family. American is the worst airline ever.
Type Of TravellerFamily Leisure
Seat TypeFirst Class
RouteJacksonville to Salt Lake City
Date FlownFebruary 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

"Worst travel experience"

(United States)

Trip Verified | Las Vegas to Chicago. Worst travel experience of my life. For the customer rep. to say "its not my fault you missed you flight" after I purchase a $400+ dollar new flight to leave the same day, its just sad. I spend 30 minutes on the phone with her to try get a new flight for her to try put me in a whole new flight. It defeated the purpose of spending the money and the displeasure of having to be on the phone with such a nasty and hateful person. Never again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLas Vegas to Chicago
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"do not care about customers"

(United States)

Trip Verified | Dallas to Phoenix. Worst service ever! Process to book should have said it all. Took 6 hours to have ticket confirmed. My first flight ran late, causing me to miss my connection flight. Staff was extremely rude to get another flight. Had to stay over in Dallas pay for my own hotel, look up my own flights to get on the next flight out. He kept telling me 7pm the next evening, then got really upset with me when i pointed out there were am flights with his airlines with open seats. I then got bumped down to the last boarding group where with my status i have never boarded any group later than 6. Then getting on board i asked for water needing to take medicine as i get motion sickness, they kept telling me to ask other flight attendant or that they will bring water, its now been 30min. I still have no water and am sick on the flight. They do not care about customers, they will not do any effort for their customers, the staff makes sure their passengers are as miserable as they are for having to work for this company!
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDallas to Phoenix
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no