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

"This entire trip was pure anxiety and frustration"

(United States)

Not Verified | By far the first and last time I will ever fly on American Airlines. Our flight was supposed to be leaving at around 9am. As soon as the plane turned on you could smell fumes. The plane was stopped and we were told to exit the plane. They told us we were delayed until 11.30 am. Our original gate was 159, now they tell us we need to walk to gate 43. Our flight is again delayed till 12.30 pm and our gate has changed again to 47A. Our flight time changes again, to now 1pm. Now it’s changed to 2.30 pm. We board the plane around 2.10. We don’t take off the 3.30 pm. When we finally land the top of the plane’s left wing practically comes off and is just out going back and fourth in the air. Both planes were messed up. This entire trip was pure anxiety and frustration. Followed by a fake apology at the last minute for all the trouble we’ve gone through.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLos Angeles to Dallas
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

"don’t care about your loyalty"

(United States)

Trip Verified | Horrible service, don’t care about your loyalty. Don’t care about your priorities. Cancel flights and if you have any complaint or even wonder why they will simply kick you out or off flight.
AircraftBoeing 737
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCharlotte to New Bern
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
2/10

"how much of a bad experience"

(United States)

Not Verified | Where do I begin with how much of a bad experience I had? It couldn't find my record locator, so an agent had to help me and she was very rude to me about it. She didn't want me to select the choices (are you on an active military duty?) and selected all no for herself despite me wanting accommodations. They are bad with delays, the weather where I'm traveling through didn't had any storms, yet I had to experience a 3 hour delay twice. Their handling of delay baggage is awful. They left my bag at Dallas. They gave sun country the responsibility to hold my bag for some reason instead of delivering it to me with my address in their profile. Had to waste time, gas, and parking fees to pick it up. They give out cheap price tickets sometimes but it's not worth it
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMinneapolis to Dallas
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

"an absolutely comical experience"

(United States)

Not Verified | This has been an absolutely comical experience. Horrible. Set to have a flight from Birmingham to Dallas for a short layover then Dallas to Boise. We all loaded on the plane just fine, sat there for quite some time, then backed away from the gate, for the pilot to tell us there was an issue with the plane. We waited for an hour to see if it was going to be fixed. It wasn't, which was fine, I'd rather to fly with an issue, but from the time we were told we would pull back in to getting back into the gate it was 30-40 minutes. Most of us were already missing our connecting flights. All 50 of us got off the plane and went to the gate agent - the 1 gate agent and waited for 3 hours to figure out our connecting flights. They couldn't get this poor gal help at all. It was ridiculous. She was so calm and sweet and patient and I felt so bad for her. By the time we got up to her there were absolutely no flights left so we had to get a hotel voucher to stay and try again the next day. The only flights available the next day took us from Birmingham to Charlotte, then over Birmingham to Phoenix then to Boise. However, from Phoenix to Boise we had an extra almost 2 hours delay. We all loaded onto the plane and waited, and waited, and only one update came very quietly that told us we were waiting for a flight crew. It took an hour for flight crew and the pilot informed us there was another issue now with this plane. I mean it's a little bit ridiculous. I know some things are unavoidable but American Airlines doesn't have a very good reputation as it is and this trip certainly didn't help. Very disappointed and won't fly with them again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBirmingham to Boise
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

"The worst first class experience"

(United States)

Not Verified | The worst first class experience in my 53 years of flying across the globe. Fours late and no reasons or apologies. Meals and wine in First Class were abysmal. Even after all that frustration, I couldn't get a glass of their champagne down. Never will I fly these people again.
AircraftBoeing 787-9
Type Of TravellerCouple Leisure
Seat TypeFirst Class
RouteDallas Ft Worth to Kahului
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

"left my baggage at origin"

(United States)

Not Verified | American Airlines simply left my baggage at origin even though it was marked as Priority Baggage. My luggage never traveled to its destination - The representative of American Airlines at Havana Airport could not provide any information, he only limited himself to receiving the claim and redirecting me to a 1800 number that nobody ever answered any of my calls (Eternally on Hold). The representatives of the American Airlines office in the Miramar Trade center (Havana), were unable to offer answers about something as simple as where my luggage is and when it arrives at its destination (It never arrived). The representatives of American Airlines at the Miami airport also had no other answer that the luggage is detained in Miami and awaiting authorization for this trip to Cuba. In My call to Advantage, I only refer to customer service. Customer service just redirected me to a page to write down the details of my claim. My initial claim only received a formal apology. My second claim re-directs me to fill out a form in reference to lost or damaged luggage, which does not correspond to the origin of my situation. The question is, how much more time and re-directions will it take me with American Airlines until my claim is taken seriously and in a personalized way? This is the most disrespectful thing I've had to experience in recent years.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteHavana to Miami
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Most American Airlines staff don’t know the meaning of hospitality"

(United States)

Not Verified | This is not a first time. Most of the time American Airlines staff don’t know the meaning of hospitality and they often treat customers so rudely. This time I almost missed my flight because of the staff as my flight was at 13.22pm and I was standing in a queue and person who was standing in front of me allowed me to go because it was already 10 minutes to 1pm. However the staff standing at the counter shout at me and said just go back and don’t come until I call you. Or else she would not allow me to board the flight. However she did not bother to listen to me. After a while I went to another counter and approached the staff and told her if I missed my flight then they would be responsible. My humble request to the administration kindly look after this kind of matter as we as a customer are facing this kind harassment due to your staff.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew Orleans to India via Doha
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
1/10

"will never use this airline again"

(Canada)

Not Verified | By far the worst experience I've ever had with an airline. 7 hours of flying turned to 40 hours when they delayed my flight so I didnt catch a connection. Their solution was booking a new flight 24 hours later that has an additional stop. No hotel voucher and no food vouchers. The employees are extremely rude and unhelpful. I will never use this airline again and I seriously suggest you avoid them. Even if they're cheaper or the flight is shorter it wont work out how you think. I cant say enough bad things about them.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to Guadalajara
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

"We lost four days of our vacation due to the incompetence of American Airlines"

(United States)

Not Verified | Our recent experience with American can be classified as nothing less than disastrous. Our first flight departing at 6 am was delayed 2.5 hours due to operations doing nothing after the flight crew had been delayed the night before causing them to be unable to fly at the departed time - our gate agent had no idea and we literally sat waiting as the gate agent didn't know where the flight crew was until the pilot explained upon arrival. We should have missed our next flight but that flight didn't have a flight crew either which we learned while waiting for almost an hour to rebook the next flight. That's where we thought we lucked out but not so as the second delayed flight took off only to make an emergency landing because as pilot #2 announced "the cabin is getting smoky and the front of the aircraft is smouldering." We were able to land safely (kudos to the pilots on that as we were very grateful) and deplane under threats of arrest at which point we sat in an airport for over 7 hours with 4 different iterations of what was to occur including getting a different plane to fly to our original destination at two separate times, than staying in the local of the emergency landing with no transportation to hotels 30 minutes away, to than flying to Miami to arrive and wait an hour and a half in a line to obtain a hotel and $12 meal vouchers which could basically buy a coffee at the airport. We had to wait so long at the rebooking that by the time we got to shuttle station, the shuttle was no longer running and had to take a cab for $40. The saga continued on the way home with the first delay being 30 minutes for our flight which might have enabled us to make our connection but alas, that delay turned to an hour at which time it was announced that our plane was still in Cuba. Apparently when the first delay was announced just moments before boarding, American wasn't aware of where there plane was? So we were told to go to rebooking again to wait another hour and a half in line to be told we couldn't get a connection from Philadelphia to Manchester until 2 pm the next day and were provide courtesy of American Airlines a night stay at the roach bag hotel which upon looking up the hotel to ensure it wasn't at such a distance as our previous courtesy hotel, saw the atrocious reviews. I tried to have that changed to wait on hold for almost an hour and a half to be told we would have to go to the rebooking desk in Philadelphia to change it. Well that was a joke as the flight was so delayed the rebooking desk was closed. My spouse thought how bad could it be - well the reviews did not exaggerate - it was disgusting. We lost four days of our vacation due to the incompetence of American Airlines operations and spent more than 12 hours in lines for rebooking. Customer service is even more of a joke - American sent us 10,000 miles for the first set of flight fiascos and after lodging a complaint on round two of the incompetence. I received what appears to be a "stock" response that I was "clearly disappointed" and between both incidents given 15,000 miles which the value doesn't even cover the costs of food and cabs that we incurred being stuck at airports and crummy hotels. Robert Isom announcement that he was aiming for one thing reliability - well he clearly missed that mark by a long shot as we talked to many other travelers who didn't have as bad as experiences as we did but were not terribly far behind.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteManchester to Liberia
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

"prevented us sitting together"

(United States)

Not Verified | Destin to Dallas. We are traveling with 3 small kids under 7 years old. We booked the tickets in advance with paid assignment seats so that we can sit together and manage them. When we showed up at VPS, they provided 3 seats for that children 3 rows away from us. We asked the front desk check in clerk to do something about it, she said she couldn’t do anything for her. She asked us to go up to the boarding gate to talk to the agent, which we did. But the agent at the boarding gate told us that the same thing - asked us to call 1-800-843-3447, which we did. The 1-800 # customer service told us there is nothing she can do on her end, and told us to go to the agent at the boarding gate to resolve this issue. I told her that we spoke to everyone AA staff at VPS but no one has a solution for us. The conversation did not go anywhere. We got screwed with our paid assignment seats which in turn separate the separate the children from us and prevented us sitting together as a family.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDestin to Dallas
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