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

"this experience at American was the worst experience we have had"

(United States)

Trip Verified | I am very upset. We had a wagon/stroller that my wife has for our four younger kids. We had six kids and my wife on this flight. We have been using this wagon as a stroller that folds up very nice for a year now on every flight with no issues. The agent at the ticket counter forced my wife to check this $800 stroller and it was damaged. Why in gods green earth would they make her check this and not do a gate check like we normally do. It made this walk through the airport and her connecting flight a disaster due to American Airlines not allowing her to use the wagon/stroller like normal. The agent was very rude and this experience at American was the worst experience we have had in a really long time. I was thoroughly disappointed, it was disrespectful and uncalled for to make any mom with that many kids suffer and not offer any assistance. We won’t be flying American for a very long time, if ever again. I am flying three times a week minimum for work. I will make sure I tell everyone our experience, it’s unacceptable and totally uncalled for. Having a layover in Dallas with six kids, three under four being the only adult with no stroller and one being an infant once again. Unacceptable and uncalled for.
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteMinneapolis to Nashville
Date FlownApril 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

"Horrible airline"

(United States)

Not Verified | Phoenix to Philadelphia. Horrible airline. They cancelled our flight so we just got an earlier one and they would not allow us to bring on our luggage because we were too late getting to the gate and said our suitcases were too big, despite always using these same suitcases. They then told us we had to throw everything into a trash bag to use on carry on or to abandon our luggage. We ended up having to do the carry on option but they would not mail or ship our suitcases to us, even though it was AA’s screwup. They then had to take stuff from our carry on at security that was supposed to be in our suitcase like shampoo and sunscreen since we had to put everything in carry on. Losing a lot of money.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePhoenix to Philadelphia
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
2/10

"just unacceptable"

(United States)

Trip Verified | Miami to Las Vegas. The only good thing I have to say is that the planes are very comfortable. But that’s all. My husband and I had our return flight home to Las Vegas booked out of Miami for 6/10 at approximately 6:30pm. Our flight was delayed due to “maintenance” repeatedly every 30-45 mins from 5:30p until 8:30p. Then they reassigned our plane and gate and updated us to a 9:40pm departure. We were given very minimal information during this time. Finally at 11pm, they advised us that they no longer had a pilot and would be cancelling the flight. They sent us to the rebooking counter, which had a two hour wait to be helped. When we finally got to the counter at 1am, almost every flight to get us home was already booked because, as our gate attendant advised us, we waited too long to adjust our flights. We requested compensation and we’re not offered any. Instead they directed us to email customer service (which we did and received an automated response for a 7-10 business day or longer response during peak travel times). The gate “manager” offered us two $12 meal vouchers for the ADDITIONAL DAY of travel - one of which did not work when we went to use it. Finally, we inquired about a hotel for the evening, but they were “sold out” because we (once again) “waited too long.” We were offered to book our own room and receive a $150 reimbursement - good luck finding a hotel room in Miami at 1am on a Friday for that price! My husband and I were able to rebook our flights - but all the nonstop were unavailable (which was what we originally booked to get home to our two children - 2.5 and 8months) - so they gave us a ticket which included a 7 hour layover. At every turn no employee was interested in making it right. They were rude. Unhelpful. They acted as if we created the problem and should find our own solution. This was just unacceptable. Period.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMiami to Las Vegas
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"I never got on the flight"

(United States)

Not Verified | It's an impossible flight. Never really get a clear gate (airport screen says one, the ticket says another, the airline staff on the radio says another). Had to rush between two opposite ends of the terminal only to find out it was operated by Alaska, despite the fact that I booked everything on AA. I never got on the flight.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAustin to San Francisco
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"try flights from somewhere other than American"

(United States)

Not Verified | Had a flight from Las Vegas, that was delayed two times. After the second delay, my connecting flight was missed. After getting to Phoenix an hour plus after the time I was supposed to be there. We stood in line for customer service to get updated flight and after standing in line for an hour and a half, we were told that window was closing and we had to walk to the other side of the airport. We then waited about another 45 minutes trying to get flights and ultimately had to get a room voucher and a taxi voucher. However if you are given the voucher for the Hotel San Carlos depending on the time, save yourself a trip and find somewhere else. This particular hotel is ancient. It’s definitely not even worth the voucher. Checked in and immediately we decided to get out of there even though it was 2 am. We knew we would not be able to stay there. Unfortunately I would say try flights from somewhere other than American Airlines. Save yourself some time and even with all of that some of the staff had a nerve to be rude. Like we had a choice in the flight being delayed.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLas Vegas to Orlando via Phoenix
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

"I'll never fly American again"

(United States)

Trip Verified | Worst airline ever. Both flights got delayed, baggage took forever to come and besides that it was damaged. I'll never fly American again. Waste of time and money.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMiami to Boston
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

"Please stay away at all costs"

(United Kingdom)

Trip Verified | Some of the cabin crew were extremely rude. I was forced to fly American Airlines via British Airways and I would never want to wish this on my worst enemy. Please stay away at all costs.
AircraftBoeing 777-300ER
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLos Angeles to London Heathrow
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

"It was a terrible experience"

(Canada)

Trip Verified | The worst airline ever. I traveled with this airline for three time and each time they had one connecting flight cancelled. Very poor management. In my flight on June 9 2022 i was in Miami airport and the airline changed boarding gates for three times and delayed and changed boarding time for three times. I finally missed my second connecting flight to Toronto at 9.30pm. They the booked for me for the next day at 8.30 in the morning. Finally I stayed overnight in new York. It was a terrible experience. I will never travel with this airline anymore.
AircraftBoeing 737
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMiami to New York
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

"the worst I've ever experienced"

(United States)

Trip Verified | Very poor customer service. By far the worst I've ever experienced. We were scheduled to fly out of Memphis to Miami onto Montego Bay on June 9. We checked in via the app on 6/8 to ensure a speedy boarding process the next day off. We arrived at the airport at 310AM to depart at 521AM. To our dismay, the flight was canceled and rebooked for Saturday!! Our current reservations were 6/9 - 6/12. The new plans were not going to work. We were ushered to stand in a long line for customer service. After standing there for 2 hours, Maria assisted us. This woman didn't have any compassion or empathy for the situation they caused. She gave us two options take it or leave it. 1. Be standbys. For today and hope we get on. 2. They put us on a plan to DC. Then onto NY, sleep in the airport because they can't offer hotel accommodations. And finally arriving in Montego at 107PM Friday. Both options meant we miss participating in a wedding that was planned months in advance. We stressed the sense of urgency but to no avail. The agent never offered anything different. She said to call customer service that's all she could do. Never once did she mention to book via another airline. My spirit was truly broken. My husband was livid to say the least. We missed the wedding. I will never book with this airline again and highly advice others to do the same. Save yourself the heartache.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMemphis to Miami
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"I will never fly American Airlines again"

(United States)

Trip Verified | I flew from Fort Myers to Bozeman with an 8 hour layover in Dallas while in Dallas they changed my gate 3 times so I had to take a train across the airport twice and had my belongings stolen in the process, when I called American Airlines to change my flight so I didn't have to sit in Dallas for 8 hours again because I didn't feel safe I was told that I had pay an additional $250.00 even though the flight I was trying to change to was less than my original flight. All American Airlines cares about is money, they don't care about people at all. I will never fly American Airlines again
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteFort Myers to Bozeman via Dallas
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no