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 5917 reviews
2/10
3 star Skytrax Rating
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1/10

"boiler plate cut and paste response"

(United States)

Not Verified | This was a final leg of our trip back home. We had traveled from Orlando to LA, LA to Maui. During our trip we traveled from Maui to Oahu back to Maui. Then then I'll return trip We went from Maui to LAX. During all parts of our trip, our entire family traveled with only carry-on bags and never had any issues until at LAX when a gate attendant decided to single us out and decide that one of our bags was too large. When I attempted to address the issue with him, he was overtly rude and dismissive and literally shoot me away with his hand to go away. I attempted to address my concerns with the airline and was met with a boiler plate cut and paste response.
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteLos Angeles to Orlando
Date FlownJune 2022
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

"amazing selfless flight attendant"

(Georgia)

Not Verified | Some times people just make a review to complain about a situation but I am writing this review to give kudos to an amazing selfless flight attendant who went out of her way to help me. I know she went out of her way because she mentioned that she was in a hurry to get to the other side of the airport to her assigned gate. That speaks volumes that she took the time to help me. I would have been stuck at the airport all night possibly all weekend if it wasn't for her willingness to help me and find me another flight. I waited over 12 hours at the airport. With no guidance or help my flight continued to get delayed. I finally had enough of sitting at the airport and not being able to get to my dentation which was originally Washington DC. I went to a very helpful and kind flight attendant explained to her that I am in desperate need of getting as closet to Richmond VA as possible she found a resolution rerouting my flight to Raleigh NC.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteDallas to Raleigh
Date FlownMay 2022
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

"avoid American at all costs"

(United States)

Not Verified | Cancun to Dallas via Cleveland. If I could give negative stars, I would. The only saving grace this airline has is their flight attendants. Their customer service is rude and disrespectful. They don't care about their customers in any way. They don't give notice when they drop you. We nearly didn't make it home from our trip to Mexico because they just pushed us out another day. They say that you are entitled to a refund when this happens, but now they've only given us a $50 flight voucher that amounts to absolutely nothing. They are not following their policy and putting my wife and I through hell. Frankly, I had better experiences flying Frontier and Spirit than I did American. Save your money and avoid American at all costs, because they'll make sure you waste your money.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCancun to Dallas via Cleveland
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"staff and flight was great"

(United Kingdom)

Not Verified | Flew with American Airlines to Orlando for a family funeral, flight was cancelled due to hurricane but the airline got me on the next flight, staff and flight was great, meals were good. On return I had to extend my flight date and the airline and customer service were fantastic, very helpful and didn’t even charge me due to family loss. Definitely recommend them for their great service. Thank you to all staff who helped me.
AircraftBoeing 787
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteLondon Heathrow to Philadelphia via Orlando
Date FlownSeptember 2022
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

"my request should be treated with respect"

(United States)

Not Verified | I fly first class with American Airlines at a minimum once a month and or pay for my Chief Operations Officer to fly first class. I politely asked the Stewardess to turn the air down because I was hot and I heard coach passengers requesting for the air to be turned up. I’ve never complained once before but if I’m paying for first class my request should be treated with respect. This flight attendant is less than 100lbs and I understand but it’s a 6 hour flight. Lastly, when boarding the plane only one entrance way was open so it didn’t matter if you purchased first class or not.
Type Of TravellerBusiness
Seat TypeFirst Class
RouteLos Angeles to Miami
Date FlownOctober 2022
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

"Laughable. Embarrassing"

(United States)

Not Verified | Chicago to Phoenix. American Airlines is embarrassing. One minute before boarding was scheduled to start last night, one minute, the counter representatives announced a delay “due to a missing Captain.” I went to the counter to share that the reason for the delay offered was a joke, not true and not transparent. Both counter personnel acknowledged I was correct, the Captain was reassigned to another flight at the last minute. Then, 20 minutes later, the flight was cancelled. We were forced to stay overnight in a hotel. The next day the flight was scheduled for 9:00 AM, then delayed to noon and now it was pushed to 3:00 PM. This is a joke. Laughable. Embarrassing.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteChicago to Phoenix
Date FlownOctober 2022
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 could not care less"

(United States)

Not Verified | The worst customer service and flight experience since I started flying 50 years ago. Delayed flights, mechanical issues, diverted flights with zero attempts to re-book or have our connection wait 20 minutes for us. They could not care less whether we ever made our final leg to St. Thomas USVI. Fly any other airline.
AircraftBoeing 747-700
Type Of TravellerCouple Leisure
Seat TypeFirst Class
RouteLos Angeles to St. Thomas via Charlotte
Date FlownOctober 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"AA is cheaper, but I can see clearly, it's for obvious reasons"

(United States)

Not Verified | They have an app but it is sub par. Didn't update gate changes, causing me to miss my connection. I haven't been home in a month, but thanks to AA, that'll be a month and a day. I never had this problem with Delta (my preferred airline). AA is cheaper, but I can see clearly, it's for obvious reasons.
Type Of TravellerBusiness
Seat TypeEconomy Class
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
7/10

"flights were nice and smooth"

(United States)

Trip Verified | Boarded the planes. The first leg left on time, second a little delayed bit wound up around 10 minutes late. Crew was nice, but nothing memorable. Connected in Dallas, which seems to have smooth operations. The American App was not working so we had to get paper boarding passes. Come on, American, you're not Spirit! There was a power outlet, a type of USB port I believe was to plug your phone charger in, though I may be wrong, nonetheless, a port and outlet. The flight to CLE from DFW was on time which was nice. Unfortunately, though my first impression with American was in 2016 which was when A320 or A321 fleet had free entertainment and seatback screens which I hear they are in the process of removing in favor of streaming. Overall, both flights were nice and smooth, i'd take them over Spirit or Frontier any day if close in price, but i'll stick to United for now. Why? Because unlike American, United has reversed course and has decided to bring seatback entertainment with a personal tv on every seat on their whole fleet by 2025. If American continues their current path, they will be the only Legacy Carrier without seatback entertainment, and we will fly them only if they are significantly cheaper than their competitors, Delta and United, as they were when we booked this flight. One aspect i'd like to give American credit for, were the gate agents helping us out at CLE Airpot. As a United frequent flyer, the friendly agents reminded me of the good old days of Continental. Maybe we just got lucky, but the team at the check in counter was super nice, which was a pleasant surprise for a 5:45 AM flight!
AircraftBoeing 737-800
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCleveland to Orange County via Dallas
Date FlownSeptember 2022
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

"told I could not use the credits"

(United States)

Trip Verified | I had 3 flight credits for myself and my kids due to my flight being cancelled and originally had main cabin tickets. When re-booking I was told I could not use the credits to book a basic economy flights, however they could not direct me to the terms and conditions were it stated that information. I tried getting assistance from their online customer service and I was told to call Customer Service. After speaking with 3 reps and 1 supervisor (all very rude and not willing to help), I was stuck having to pay another $400 more so that these credits did not cancel. The supervisor I spoke to from Dallas was extremely defensive, would not let me finish and when I got transferred again to online web support she refused to give me her name and disconnected the call.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePhoenix to New York
Date FlownSeptember 2022
Ground Service 12345
Value For Money 12345
no