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 2197 reviews
3/10
3 star Skytrax Rating
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1/10

"plane time was changed"

(United States)

Trip Verified | I had a connecting flight from Los Angeles to Portland after arriving from Fiji. My plane time was changed from 2:35pm to 9:30pm. When I asked at the counter, I was told that the travel agent should have informed me. I know it was a lie because this is the second time they used the same excuse. Travel agent was not aware of it at all. Am making sure that I am never traveling with American Airlines again.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteLos Angeles to Portland
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
9/10

"meal service was excellent"

(United States)

Trip Verified | La Guardia to Miami. July 3 last flight out to Miami, boarded 20 minutes late due to late incoming aircraft. C6 gates have completely insufficient area to board even a 737, passengers blocking the egress of passengers even after reminded several times by the gate agent to clear a path for them. Things got better from there. The new 737MAX has great overhead bins and lighting, the First Class seat was honestly not as comfortable as the previous 737-8's were, particularly in full recline. You feel like you need a big pillow in the small of your back to give some lumbar support. Pitch was fine. The FA were gracious and smiling, and always checking on the customers. They were really great. PDB was offered to all 16 F passengers. Meal service was excellent, served polite and efficiently. I got beef with quinoa and asparagus, the beef was tender and red in the middle. Salad and choice of roll and warm cookie too! My travel partner opted for the pre-ordered the Asian vegetarian which was Indian inspired and truly delicious, spicy but not overly so. Service on American is excellent, FA's made sure our drinks were filled. Arrived 20 minutes early despite the delayed boarding. I wish AA would do something about those new seats in First
AircraftBoeing 737 Max
Type Of TravellerCouple Leisure
Cabin FlownFirst Class
RouteLa Guardia to Miami
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"put my 11 yr old between two strangers"

(United States)

Not Verified | Will never fly American Airlines again. After our vacation was cut short for two days because American Airlines cancelled our trip to Hawaii two hours before our flight was to take off. Which was 2am. Was told when I called to reschedule that most people cancel. Not when you have kids who have been waiting for year to go you don't. Then when getting a flight out the next day we were not assigned seats had to go to the counter at every stop to make sure we had seats. One flight they put my 11 yr old between two strangers. There was no food available when flying from Philadelphia to LA. Had a 7hr lay over in LA. No food available from LA to HI either. They will only compensate us with 200.00 vouchers that expires in a year. Oh also out 800.00 for hotel expenses due to arriving two days late. Will never fly American Airlines again.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteLouisville to Honolulu
Date FlownJune 2018
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

"was delayed three times"

(United States)

Trip Verified | The worst airline I’ve ever been on. My flight was delayed three times on the way there, and twice on the way back. When we finally got onto the plane, we sat there for an entire hour until we started flying. On top of all of that, they lost my luggage. Complete trash.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteLas Vegas to New York
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"will not do it again"

(United States)

Trip Verified | Denver to Gatwick via Orlando. Worst experience, will not do it again. I was flying unaccompanied with a toddler on this trip. I intentionally booked flights that had a couple layovers thinking it would give the baby the opportunity to get out and about to do something else on a long journey. These layovers is where all the trouble started. Flew from Denver to North Carolina and made the connection without a hitch. Then from North Carolina to Orlando before heading to London. My flight coming into Orlando arrived late. By the time I was able to de-board the plane my connection was boarding in another terminal, completely on the other side of the airport where I had to leave and re-enter security to get there. Since I was carrying a 30+ lb. Toddler and a 15+ lb carseat I tried to ask for help to get where I needed to go quickly. The gate agents response (at every stop) was it's faster just to do it yourself. So nowI sprint across all of the Orlando airport get to security only to find the boarding passes they sent me for my British Airways connection don't work. Security tells me I have to go to the ticket counter to get new passes .my flight is boarding as we speak. I run to the ticket counter, loaded down with baby & her stuff to find no one at the counter. Talk to the American Airlines representative (flight is booked as american airlines, operated as british airways) to be informed they can't do anything they will have to see if there is someone around for British Airways. Find someone, get my boarding pass, make it through security get on the plane with 3 minutes to spare. Coming back was worse. Flight out of Florida was delayed 2 hours causing me to miss my connection. After flying 9 hours with a toddler, going through customs in and out of security and hauling around all the baby gear they wanted to put me on a connecting flight to get home the following moring! Finally found 1 gate agent who sympathized and managed to get me the last 2 seats on the last flight that night. However; when arriving for my connection in Dallas they changed the arrival gate to another terminal completely across the airport. Once again the connection was boarding, asked gate agents for help to get across the airport quickly and was told it was faster to do it myself. RAN with toddler and accessories across all of DFW. As a mother of 3, two who are now grown I remember gate agents and airport staff being much more helpful with families flying with young children. Apparently preboarding for parents flying with young children doesn't exist to this airline anymore. When I asked the rep almost laughed at me. It only makes sense so that parents can get kids settled and out of the way of other boarding passengers. Instead I got to stand in the isle, hold up traffic flow and apologize repeatedly to everyone around me while I tried to get the baby in. On the flight back from London to Florida (9 hours) the movies on my daughter TV didn't work and they couldn't do anything to fix it. I could not get wifi to entertain her. The whole travel part of the trip was a complicated mess. On the other side my husband and older daughter where flying on another airline at the same time and arrived everywhere they where going early.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteDenver to Gatwick via Orlando
Date FlownJune 2018
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

"was just a disaster"

(United Arab Emirates)

Trip Verified | Chicago to New York. After all the hassle with another airline flights being cancelled I managed to book myself on AA an flight from ORD to NWR. It was a ripoff but had no other alternative and paid 487 USD for a one way ticket. As if the drama of this particular night didn’t want to end, AA has added to the spice by delaying the 9.50pm until 11:50pm then till 12:30am. After we boarded the plane and ready to take off I saw the crew running around and suddenly they announced that this aircraft can’t fly tonight because it is scheduled for maintenance in the morning. Then we had to leave the plane and wait for a new aircraft. Finally there was a new plane came and we took off at 2:30am instead of 9:50pm the previous night. Finally landed in NYC at 5:30am totally exhausted and had to run for my important meeting at 8:30am. This was just a disaster. The plane was very old and dirty.
AircraftBoeing 737
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteChicago to New York
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"the world’s worst airline"

(United States)

Trip Verified | Flew Bristol to Charlotte. As usual American Airlines did not disappoint, departed almost 2 1/2 hours late and got to sit on the tarmac for 45 minutes once we arrived in Charlotte. Congratulations American on being the world’s worst airline. I realize maintenance issues happen but if I pull my last four American flights I have had at least one leg disrupted with some sort of maintenance issue. Fix your planes.
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteBristol to Charlotte
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"worst flight experience"

(Canada)

Trip Verified | Cancun to Montreal via Philadelphia. Extremely bad experience. First, the flight from Philadelphia got delayed 15 minutes, to only get delayed another 30 later on. The flight attendants were extremely rude, actually only one of them, he was shouting commands at us while boarding the plane. The company does not provide inflight meals even though the number of hours ant time of the day would require so. This is by far the worst flight experience I had so far. Avoid this company!
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteCancun to Montreal via Philadelphia
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"professional, pleasant and fun crew"

(United States)

Trip Verified | Rome to Detroit via Philadelphia. I’ve had my share of bad travel experiences and it’s often I compelled me to write nasty reviews, so it’s only fair that when I have a really great experience I write a fitting review as well. Classic situation- our flight from Rome to Philadelphia (AA 719) was delayed for about two hours, which caused us to miss our connecting flight (with Dreaded Delta) from Philadelphia to our home in Detroit . Very rarely does this pan out in the travelers favor. Great customer service isn’t born by perfection; not every flight is on time, and mistakes are made. Great customer service is all about making it right. Like all travelers in this situation, I just wanted to get home and that’s exactly what happened. American ended up booking us on a full flight about an hour after our original flight into Detroit, causing minimal inconvenience. Free of charge. Technically speaking I think AA had no obligation to do this and that Delta, if anyone, would have issued us new tickets (and no, we did not have insurance). Beyond that, I have to say that the staff of flight AA 719 was the most professional, pleasant and fun crew I have been around over probably a hundred flights. Both the staff on the flight and the representatives I spoke to on the phone (especially supervisor Leslie) were extremely helpful and understanding of our situation. They had rules and protocol and they broke them to help us — they treated us like individuals and not like numbers. That is the hallmark of a class organization. Generally speaking, when I select flights I’m looking more for price and timing. In the future I’m going to lean towards American Airlines. We could very easily have missed our flight, bought new tickets, hotel accommodations, a last second extra day off work, etc — that happens to people every day. I am genuinely appreciative of American Airlines effort to spare us.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteRome to Detroit via Philadelphia
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
3/10

"very unprofessional from staff"

(United States)

Trip Verified | Miami to San Francisco. Ridiculous! It’s 1 am and still at the airport in Miami! My flight to San Francisco was supposed to depart at 7:50 pm and the crew had us waiting for 2 hours in the plane while fixing Documents. The problem is that they didn’t keep us informed as to what was happening. Then we got sent to another aircraft because apparently the one we were originally didn’t pass the test when it should’ve been tested beforehand. While we are waiting on the second flight after 4 hours of waiting then the crew disappears and we have not pilot. I completely understand that incidents happen if it’s a weather condition, or even if there is something wrong with the aircraft. But, the fact that they staff kept lying to all passengers is not professional! My time is very valuable. Again very unprofessional from the company staff to not be transparent with the passengers.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteMiami to San Francisco
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no