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
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1/10

"Horrible experience all around"

(United States)

Trip Verified | Horrible experience all around. Absolutely nothing was offered to anyone on the plane despite being delayed 2 hours sitting on the runway. Missed our connecting flight and was offered nothing in return. Missed an entire day of vacation and had to rent a car and drive 4 hours because the next flight they could put us on wasn't for 36 hours. Asked if we could be reimbursed for the car rental and was told no.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNewark to Charlotte
Date FlownAugust 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

"Very unprofessional"

(United States)

Trip Verified | They purposely messed around until it was too late for the crew to fly. We all stood there watching them hold us for over 30 minutes after cleaning had finished. Then they told us the crew couldn't fly. If they had boarded us in a timely manner we could have flown. They did this on purpose. Very unprofessional. American Airlines sucks. We had already been delayed 3hrs and had to go halfway across airport to get to a new gate.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteOrlando to Denver via Dallas
Date FlownAugust 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

"Absolutely horrible experience"

(United States)

Trip Verified | Absolutely horrible experience. Our flight from SDF to CLT was delayed because a plane swop which meant we would miss our connecting flight to MSY so we were moved to a flight from SDF to DFW. That flight was delayed about 2 1/2 hours due to weather. So as we are still waiting for the flight to board I get notification that the connecting flight in DFW to MSY is cancelled. The gate attendant says wait to get to DFW to sort out options. The gate attendants there will assist. We get off at DFW and go to a gate agent, he says go to B1 and they’ll help. But there’s no one at B1. Walked about a mile out of the way. Then we find the customer assistance area and wait in line for an hour only to be told they do nothing about weather, our flight is now at 8:30 am and there are a couple of hotels that have shuttles we can call them to get picked up. So we ask about getting our checked bag so we can take it to the hotel. They said it would take 6 hours to retrieve it so we have to go without it. So then we called all the hotels around the airport and all of them are full. So as I type this I’m stranded at DFW all night with no food (all the restaurants are closed), no luggage with my toothbrush in it and trying to get comfortable in these awful black seats. This is the worst travel experience I’ve had. I will never travel American Airlines again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLouisville to Charlotte
Date FlownAugust 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

"extremely rude and unprofessional"

(United States)

Trip Verified | With a very heavy heart I decided to write this letter to share a long list of mistakes made by American Airlines in our last travel experience. We had no idea how much trouble we would be by trusting a company that seemed just about right at first glance. We are a group of 6 people (3 couples), average ages between 60-70, semi-retired (still working since social security income doesn´t even cover the average expenses) and self-employed. We had been planning this trip for several months since all of us had to close our schedules, save money and make it work according to our budgets. With all the inflation, recession it was already a struggle to make it work for us all. Everything started with our flight from Nashville to Miami being cancelled only 10 hours prior. We depended 100% on that flight to take an International flight to Samana (Dominican Republic) after only 4h layover. American Airlines is the only airline with that destination available and has only 1 flight/week to that location, so losing that flight would literally ruin the whole vacation. Our Resort was already reserved/paid for and could not be cancelled, so a no-show would cost us cancellation fee money as well. Immediately when we were notified that our flight was cancelled we called American Airlines Customer Service, it took nothing less than 1.5h to finally reach a representative and to be honest, she was not helpful at all. One more hour waiting and we finally could talk to a supervisor. She could not rebook us with American Airlines or any other partner so we decided to start searching flights from Atlanta (checking all other airlines) to Miami and ask the supervisor to change our coming back flight (final destination in Atlanta instead of Nashville so we could leave our car there and have a car to drive back home). Two hours later we could get our coming back flights changed with final destination in Atlanta but at that point there were no more flights available from Atlanta to Miami. Back to square one we decided to get us a flight straight to Punta Cana and forget the AA flight to Samana since would be impossible to get there in time even if we decided to drive. I found a flight from Atlanta to Punta Cana (5.5h drive from our Resort) and all of us could get a seat (we purchased from different websites all at once so nobody would be left behind). This flight cost each couple the average amount of $938. We loaded our Van and drove to Atlanta right away ($165.00 paid in gas). I also had to get a parking space for 7 days which cost us total $87.55. We finally flew to Punta Cana and got a 5.5h transfer to Samana, which also cost us the amount of $412.05. After this huge adventure we could make it there 24h later and it was the most stressful and frustrating hours in our lives. But the mistakes kept happening. When we got to El Catey Samana Airport, one of the check-in employees (still being trained) made a mistake: he forgot to print the tickets for the flight from Miami to Atlanta for 2 of us (Mr. Dannie Glover and Mrs. Hope Glover), later on in Miami the lady at the gate was extremely rude and unprofessional (her name is Valentina by the way). Flight to Atlanta was delayed 2 hours and she sent us to Gate D37 (Customer Service) just 5 min before boarding.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNashville to Samana via Miami
Date FlownAugust 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

"Worst airline I have used"

(United States)

Trip Verified | Worst airline I have used. The staff were rude, the airline changed my seat just for no reason.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDallas to Newark
Date FlownAugust 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

"delayed 5 hours and then canceled"

(United States)

Not Verified | On vacation with my wife and two kids. Our connecting flight in Asheville was delayed 5 hours and then canceled after they actually put us on the plane and their told us to get off. They tried to it was weather even though another flight going to my same destination took off!! Then the airline would not give us back our luggage and we had to rent a private driver at midnight for $700 just get home. And then just last week, same thing happens on my anniversary trip! I plan on flying Delta from now on bc when I contacted American Airlines they are saying "too bad so sad".
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteJamaica to Charlotte via Asheville
Date FlownAugust 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

"Very disappointing"

(United States)

Not Verified |  Used to love this Airline, not so much anymore. Flight from MYR to ORD: passengers squeezed like sardines! I’m only 5,5” size 8/10 and I had next to no legroom, no space at all between passengers for elbows. I can’t imagine if my son 6’ 200lbs off muscles would fit in those seats and that in the times of pandemic!! Pitch to recline virtually nonexistent. To top it off, the flight attendants went on a 5 minute Spiel of credit card selling, afterwards a prerecorded sales pitch, then before deplaning they came around with applications. Did I really pay to be forced to listen to infomercials I couldn’t mute? And in some variations that happened on all 6 flights! The last flight (CLT to MYR), the flight attendants seemed extremely bored/bothered - before deplaning they came with trash bags, not sure what for since there was no snack/drink offered. As I got on my last flight, I overheard a flight attendant thanking the pilot for helping clear up a situation, a passenger to a different destination made it onto that flight… In ORD they took my carryon and said it would be there when I get off the plane, well it wasn’t, on top of that I was rushed off the bridge which meant I couldn’t get my luggage until “everybody” got off the plane and the gate agent went to retrieve it. This gate agent was very rude. I barely made my connection and didn’t have a chance to pick up dinner until I got home. Lastly, the app is useless and only worked on 2 off 6 flights, couldn’t check in or get boarding passes on it! Couldn’t connect to in flight entertainment/wifi, not sure why, not that I could’ve used it since you need the old plug in headphones. Would’ve been nice to know at point of sale so I could’ve bought some of those outdated things. Other than that and the last 2 flight attendants/pilots/ground personnel was friendly and professional. The planes were dirty, trays/armrests, windows don’t seem to get cleaned between flights, Unfortunately this means, I am not looking forward to flying with them anytime soon again. The unpleasant experience left me wondering if I was flying one of those bare bone discount airlines.Very disappointing! Wish I could give zero stars for some…
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMyrtle Beach to Peoria via Chicago / Charlotte
Date FlownJuly 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

"Most horrible flight experience"

(United States)

Trip Verified | American Airlines used to be a good airline. My husband and I have the AAadvantage credit card and have use it for miles in the past. Now it’s one of the worst flight companies out there. We travel 3-4 times a year if not more. We have had so many flights cancel over and over. They are no help. Flight was canceled at 11:30pm they said we need to call American Airlines and rebook a flight. I was on the phone for 3 hours. They rebooked us to another airport. Told us to Uber to another airport in NY then left us in the wrong airport in another country. Said you can take a train or fly to your last destination because we can’t get you there. All the extra cost for us to Uber from LaGuardia to JFK then we had to book a flight from Stockholm to Copenhagen (our cost). American Airlines should reimburse us for those extra expenses because our original fight took us to Copenhagen and then they canceled it and didn’t rebook us to the same destination. August 17-2022 Flight coming back to the USA. Stockholm to London was on time. London to Dallas on time. Dallas - OKC canceled again. We had to book another flight from Dallas to OKC for the next day. We booked it and they canceled it again. Two days later for flights now. Most horrible flight experience we’ve ever had.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon to Oklahoma City via Dallas
Date FlownAugust 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

"very unpleasant experience"

(United States)

Not Verified | One of the worst airline to fly. Most of the staff even customers service and specially staff at airport have bad attitude it looks like they hate their job and it shows on their treatment to their customers. Not courteous to customers very rude treatment they think that they are doing us a favor. If you don’t like your job get a job where you like working there. I flew with American airline Three months ago and I promised myself I will never ever fly American airline again, but I made a mistake again and here we go same treatment bad attitude and customer service and just very unpleasant experience to fly with American Airlines.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteOrlando to Ecuador
Date FlownAugust 2022
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Will never ever fly with them again"

(United States)

Trip Verified | I booked my flight to Rome with them last month. I was supposed to fly to Dallas and from there to Rome. the morning of, 4 hours before my flight, i got a notification that my flight was delayed by 5 hours which would make me miss my connecting flight. That 5 hour delay turned into 8 hours. I called them and they offered, rebooking the same flight for the next day or canceling for a refund. I had to get to Rome as planned and so I couldn't rebook. I asked for a cancelation and the agent helped me submit the refund form online at the same time. That was a month ago. Since then they have told me to contact the other airline and the booking website. Saying I got the ticket through them. Both companies mentioned that they don't have access to the ticket because I canceled it directly with this main Airlines. I've called them multiple times since then and the last time they said I should fill out a complaint form so they could start the refund process again. I did so and the response I got was "Thank you for contacting us. I'm truly sorry to hear about your experience. It is always our goal to run a timely and reliable operation, and we are sorry to see we missed the mark on your trip. We're paying careful attention to the feedback our customers are providing us and the details you shared with us have been made available to our leadership to be used to improve our service. Your business means a great deal to us, and I'd like to ask for another chance to rebuild your confidence. Given the inconvenience you faced, we've issued a Trip Credit for you to use on a future flight. You will receive this credit in a separate email from us soon. From all of us at ..., we're glad you chose to fly with us and look forward to caring for you on your next journey." My ticket is worth more than $1400 and they are giving me a $125 credit instead! I called them again today and they just say that they don't do refunds on the phone and that i need to wait for a reply to my email. If I don't hear back within 4 business days, I should fill out the complaint form again! I can't believe a company as big as them is just trying to get out of giving back my money like this when their flight delay was the cause of all of this. 8 hours delay is no joke! Will never ever fly with them again and I highly encourage everyone to do the same. Flights are stressful as is and you want your airline to be on your side. I travel internationally often and no other airline has been as bad as them in my experience.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Francisco to Rome via Dallas
Date FlownJuly 2022
Value For Money 12345
no