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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2/10

" no way to treat any customers"

(United States)

Trip Verified | American Airlines delayed AA2136 first due to weather / traffic control but later on the crew timed out and they couldn't find a replacement crew so they cancelled the flight. American Airlines did not compensate the passengers nor did they try to reinstate the flight after the weather issue passed. Other flights going to MCO took off 2 hours after they cancelled AA2136. American Airlines cancelled AA2136 after a 6-hour delay, I then requested for my checked in luggage to be returned to me via an agent in the Admiral Club so we can make alternate plans to save the spring break vacation. After waiting for 4 hours we were told American Airlines sent our luggage to MCO without us (AFTER they cancelled our flight). Since we were without our belongings it was impossible to make other plans so the entire spring break vacation was ruined. I have been an Executive Platinum member since 2019, this is definitely no way to treat any customers, let alone a loyal one.
AircraftA321
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDallas Ft Worth to Orlando
Date FlownMarch 2024
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 just terrible"

(United States)

Not Verified | Second time flying with American Airlines over the last month and they are just terrible. I don’t know what’s going on with their jets, but they may be due for an upgrade considering how they’re always needing maintenance that causes canceled flights or delays them by 4+ hours. The staff are extremely rude and unhelpful. Why are they even still in business at this point? Their jets are falling apart and outdated, poor customer service, horrible food/snacks. You would think I was flying with Spirit. No thank you. However, the terrible service from AA has made me appreciate Delta even more.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSalt Lake City to Dallas
Date FlownMarch 2024
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

"violating customer's rights"

(United States)

Trip Verified | We had our flight booked from Charleston to Miami (non stop), 2 hours prior to departure the flight was canceled and we were automatically booked for another flight for the next day (1 stop) . We asked to be compensated for the cancellation in order to book a hotel and purchase dinner, the airline denied the request as they claimed the flight was cancelled due to “air traffic “. We spoke to other officials who assured us there was no such air traffic reported. American seems to be canceling flights to their convenience violating customer's rights, time & budget. We wont ever fly American again.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCharleston to Miami
Date FlownMarch 2024
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 received terrible service"

(United States)

Trip Verified | It is probably the worst of any American carrier! From terrible customer service to poor product to delays. Flight was delayed over five hours over first crew arrival, then maintenance and eventually paperwork for said maintenance! Finally arrived in MIA to no wheelchair assistance for over 40 mins for a first class customer! The wheelchair agent dropped me a line for assistance for hotel/rebooking as i misconnected and said he can’t stay with me or help me. Thankfully the passengers helped me only for AA to tell me no hotels are available but if i can find one they will reimburse. Now promptly i found many, i called one of them and they told they take airline hotel voucher from American and the agent from AA told me he can’t give a voucher because my flight leaves in few hours! Mind you at this point i had waited over 3 hours in a line and sat in a delayed plane in Colombia for 4 and half hours! Never again! I fly United and Delta and i was trying to not connect via BOG or PTY and thought on AA i could get home faster but no! Not only did i pay three times the fare for CTG to BNA for this day when compared to buying with United and Delta, I received terrible service only reinforcing why years ago i decided to go with Star Alliance and Delta as my back for intl travel!
Type Of TravellerBusiness
Seat TypeFirst Class
RouteMiami to Nashville
Date FlownMarch 2024
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 ever"

(United States)

Trip Verified |  American Airlines The worst travel experience ever! I have flown countless times all over the US and I have never had an encounter like the one from this week. Typically, you could have issues on one leg of the trip not both. Going to San Antonio, somehow our luggage ends up in Phoenix while we are in Texas. We came from a region where the temperature was 30 degrees and landed in full winter gear in a region that was 81 degrees with no luggage. “Go buy what you need and we will reimburse you for that and your luggage”. Okay…accidents happen, we can do that! However, on the way back get to the airport to leave, “Your flight into Dallas is delayed causing you to miss your connecting flight into Omaha. The next flight is fully booked with no reasonable expectation that you can get standby. We can’t get you into Omaha for 2 days”. “Okay so you are going to put us in a hotel or reimburse us, correct?” “No! It’s weather related.” On radar the “storm” was the day before, has long since cleared the area, and nothing current or on the horizon. We have kids, animals, and other responsibilities at home that we must be back today but you expect us to sleep on the airport floor for 2 days. We are left to figure out our own way home after we get checked in to Dallas. Flight out of San Antonio gets delayed 3x and there are no rental cars within 25 miles of the Dallas airport and none open that do have vehicles. We find seats open on a flight to Kansas City which the employee originally said was full, go get booked onto that flight. Closest we could get to Omaha but still have to rent a car and drive home. Get to Dallas and our flight to KC gets delayed. Finally get to KC at 11:30 PM! Go to get our luggage but it never made it on the plane!! 3+ hour layover and y’all couldn’t even get that right. So there we were 2 1/2 & 4 hours away from home just to have to figure out yet again how we will get our belongings after everything else that we had to go through! We finally get the rental car after dealing with baggage issues for about an hour after our flight landed. Then we have to make the long drive home! We get home but it was strictly through our own perseverance not due to good customer service on behalf of your airline! Unbeknownst to you, I sat in the very last row by the flight attendants and could hear every single word of the conversation about how a “technical computer issue” was compounded by a weather event and instead of doing right by your passengers, your company decided to log the entire multi day situation under a “weather event” so that you did not have to make financial reimbursements or find accommodations for the passengers effected! You used the weather related incidents loophole in the US DOT “commitments to controlled delays” section to avoid a financial impact to your company, thus passing the cost to your customers in lieu of being accountable for an already existing technical issue your airline had! And….. I still don’t have my belongings.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSan Antonio to Dallas Fort Worth
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"The horrible incompetence"

(United States)

Not Verified | The horrible incompetence of this airline, which left Dallas hours late to Houston to pick us up in Houston, meant that connecting flights were missed, ruining the first half of my spring vacation. I will never book with American again, because they put you on these regional airlines without your knowledge, and these regional airlines are notoriously poor. The couple waiting next to me missed their flight to LA so that they couldn’t get their flight to Bali.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHouston to Dallas
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

“No customer service”

(United States)

Trip Verified | Delays. Took me 11 hours. I decided to fly American after not doing so for years because I wanted a nicer flight. Dumb idea. Late, delays but most importantly arrogant personnel. Flat affect. No customer service. Never again. You have lost my business forever!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSarasota to St. Petersburg
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"A truly disgusting experience"

(United States)

Trip Verified | Absolutely appalled and infuriated by our horrendous ordeal with American Airlines. Our management team has been stranded in Charlotte, NC, for over a grueling 10 hours, following what was supposed to be a brief stopover from Grand Rapids. The behavior of American Airlines staff in Grand Rapids was deplorable, obnoxious, and utterly dismissive. They seemed to find it completely acceptable to extend a mere 45-minute layover to an interminable 10-hour wait, without so much as a blink of an eye. Their attitude was appalling. Upon our weary arrival in Charlotte, a glimmer of hope was provided by a lounge representative who revealed that, contrary to what we were told in Grand Rapids, we could have been booked on earlier flights home. Seats were available, yet we were misled to believe otherwise. During the endless hours spent in Charlotte, conversations with various airport employees, restaurant workers, and shop attendants painted a stark picture of American Airlines’ reputation—delayed flights and a glaring disregard for customer service seem to be the norm, leading many to question how they remain in operation. It’s downright disgraceful. We are resolved to never fly with American Airlines again and strongly advise others to steer clear of them. Their indifference to our situation caused us to miss crucial meetings, showing a blatant lack of concern for their passengers’ time and commitments. A truly disgusting experience.
AircraftBoing 737
Type Of TravellerBusiness
Seat TypeFirst Class
RouteGrand Rapids to West Palm Beach via Charlotte
Date FlownMarch 2024
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

"experience has gotten so much worse"

(United States)

Not Verified | Having been based in Miami, FL I've had no choice but to fly AA for the past 20 years. I hace accumulated miles and have status. But I've observed that the overall experience flying American Airlines has declined. At first it seems small, but reflecting on all the small changes that have added up, it's big. The customer service on the ground is average at best, and if there's a delayed flight or aircraft issues, oh boy. Rude and dismissive. But the flight experience itself has gotten so much worse. The seat pitch has been reduced to a point of ridiculousness. They charge premium options for extra space on terrible seats. Bulkheads often have different cushions that are hard and super uncomfortable. I also had a chance to fly some other airlines recently. None of them are great, but the experience was significantly better.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLos Angeles to Miami
Date FlownJanuary 2024
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

"didn't take responsibilities"

(United States)

Trip Verified | American Airlines lost my wheelchair and didn't take responsibilities. And nobody even apologized. All I asked was that my wheelchair was to be ready at the door when I arrived. Nobody even thought to double check and when there was clearly a problem, instead of coming forth with it and apologizing they made me wait for so long even though I had connecting flight. And then blamed others for the problem saying "I was in an airplane so I couldn't have known." They really wanted to get me off their sight, and passed me away to airport workers. The manager did come but he didn't say anything. Had airport workers not found my wheelchair, my whole trip was entirely ruined, like how was I supposed to enjoy the trip without means to walk?
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteColumbus to Charlotte
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no