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 6210 reviews
2/10
3 star Skytrax Rating
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9/10

“cabin crew very nice and attentive”

(United Kingdom)

Trip Verified | Very happy with my first time flying with American Airlines. Boarding process was speedy, and we found ourselves very lucky as there were only 57 passengers on board allowing everyone to spread around the aircraft and have the chance to lie down for what turned out to be a longer than usual, 8 hour 15 minutes flight. Soon after take-off the crew came by with a hot meal, with a choice of either vegetarian pasta or a rice and chicken dish. I opted for the latter and it was surprisingly delicious. Around 2 hours before landing the crew came around again to hand some ice cream, and then they serviced us one more time shortly before landing to give everyone a hot pocket. The cabin crew were very nice and attentive, and throughout the whole flight walked around the cabin to ensure everyone was comfortable. Overall, quite happy with my experience and will fly American Airlines again in the future if I have the opportunity.
AircraftBoeing 777-200
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLondon Heathrow to New York JFK
Date FlownJanuary 2025
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

“offered no meaningful assistance”

(United States)

Not Verified | I have experienced unforeseen travel situations with other airlines, including United and Southwest, both of which showed empathy and flexibility. Even though my tickets were nonrefundable, they worked with me to either change my flights for free or issue a full credit or refund. Their customer service demonstrated genuine care for their customers and valued loyalty. American Airlines, on the other hand, has shown me exactly why I will never book with them again. I found myself in an awkward situation needing to cancel a non-refundable flight that was meant to be a gift. Rather than allowing the full credit to be transferred to the recipient, American Airlines deducted the $99 cancellation fee from the credit (per their policy)—a fee that amounts to nearly half the cost of the original ticket. Instead of showing even the smallest amount of understanding, American Airlines rigidly clung to its policy, offering no meaningful assistance. The $99 fee has effectively diminished the value of what was supposed to be a thoughtful gift. This experience has not only been disappointing but feels needlessly punitive. I want to be clear: this situation wasn’t entirely within my control. I didn’t choose to book with American Airlines, nor was I the one to purchase the group flights without considering refundability. (We have a group of 15 with all flights booked at once by someone in the group who was trying to help out.) Yet somehow, I’m the one penalized because American Airlines refuses to provide flexibility in situations that clearly call for some level of human empathy. For context, I travel frequently—4 to 5 domestic trips per month for work—and I’ve been researching airline credit cards to decide which one best fits my needs as a frequent flyer. This may have been an inexpensive This may have been an inexpensive, leisurely trip, but with my business expense card, I'm enabled to travel business class for 3 to 6 trips per month. I can say with certainty that I will not be choosing American Airlines. This experience has solidified my preference for other airlines that consistently prioritize customer service, loyalty, and common sense. To anyone reading this, I urge you to think carefully before booking with American Airlines. There are plenty of other carriers that offer better customer service and greater flexibility when “life happens.” American Airlines may not care about losing a customer like me, but if they’re wondering why they don’t command the loyalty of frequent travelers, this situation should provide some insight. Goodbye, American Airlines. You’ve lost not just one potential loyal customer but also my trust and recommendation.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDenver to Maui
Date FlownJanuary 2025
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
7/10

"flight from Sydney was fantastic"

(Australia)

Trip Verified | I flew American Airlines Flagship First from Sydney to New York. The flight from Sydney was fantastic with a great and attentive crew, excellent food and a super comfortable ly-flat bed. Took so long for the luggage that I barely made my connecting flight to New York. Domestic First Class seats on the A321 are a bit claustrophobic and not so comfortable - only 1 flight attendant for 10 pax but he tried his best and the food was average. SYD to LAX = 9/10 LAX to JFK = 6/10
AircraftBoeing 777-300 / A321
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteSydney to New York via Los Angeles
Date FlownDecember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"last time we will be flying American"

(United States)

Trip Verified | American Airlines again fails to be on time and flight attendants are just rude. Every flight I took on this trip was delayed. We have tried to give them another chance but this is the last time we will be flying American.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteTampa to El Paso via Dallas Ft Worth
Date FlownJanuary 2025
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

"has ruined a vacation"

(United States)

Trip Verified | American Airlines messed up our itinerary to St. Croix, now we have to spend the night sleeping on the concrete floor somewhere in San Juan airport until the first flight at 7am. All the hotels in San Juan are fully booked and nothing available. Rotten start to our vacation. Plus they have lost our luggage. This is the second time American Airlines has ruined a vacation leaving me stranded in a strange place
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteOrlando to Miami
Date FlownJanuary 2025
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"refused to allow me to enter Admirals Club"

(United States)

Not Verified | Even though the flight was late and I paid for First class (not frequent flyer miles), they refused to allow me to enter the Admirals Club. While the service was good, I think the food made me sick. I've flown in coach on American and they tiniest, most cramped seats you can imagine. Shame on them for treating people like cattle.
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteMiami to Boston
Date FlownJanuary 2025
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
3/10

"armrest was covered in duct tape"

(United States)

Trip Verified | I consider American Airlines a world-class carrier with aspirations for excellence, so when I sat down at my seat and found the touch screen was not working. I thought, “Ok, it’s fine; this sometimes happens. This is okay.” Then I put my arm on the armrest and was surprised to see that the entire armrest was covered in duct tape, and I thought to myself, “Duct tape? really?!” If I rent a car, and upon getting in, find the seat is covered with duct tape, I would consider this unacceptable. So, for American Airlines, which has aspirations for excellence. My question is this: Is this acceptable?
AircraftA319
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMcallen to Dallas
Date FlownJanuary 2025
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"truly awful customer service"

(United States)

Not Verified | We were flying 2 legs with American airlines: DTW (Detroit) to DFW (Dallas), DFW to MEX (Mexico city). On the way there, our flight was delayed, and we just barely got to our other flight in time. then, they lost our checked luggage. the worst part is, we were flying with another airline to another destination in Mexico, and simply couldn't wait. The airline staff was either rude, or they didn't know what they were talking about for our lost luggage. The airline then took 2-4 days to get it back to us, near the end of our trip. they also refused to answer our phone calls to customer service. we sat, on hold, for over 5 hours just for them to hang up. On our way back, we got stranded in DFW and it was American airlines' fault! It was a real hassle due to their truly awful customer service.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDetroit to Mexico city via Dallas
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
6/10

"an asset to the organization"

(United States)

Not Verified | Sonya at the MBJ Counter of American Airlines was attentive and addressed my concerns professionally, and in a timely manner. She is definitely an asset to the organization.
Type Of TravellerBusiness
Seat TypeEconomy Class
Date FlownDecember 2024
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

"will certainly never fly American again"

(United States)

Trip Verified | This was an awful experience. Avoid American Airlines at all costs. First, they changed our itinerary and forced us to add 3 hours flight time and a 4 hour layover to our trip. Next, our flight was delayed due to mechanical issues with the plane but they wouldn't tell us what was happening they just continued to delay for short periods of time so we couldn't leave the gate area and couldn't make other arrangements. Then they announced a new gate, new aircraft and boarding time and again started announcing delays without explanation. The second plane was eventually taken out of service as unrepairable and a third gate and flight was assigned. This time they let us now the departure time was uncertain because they didn't have a crew (it was Thanksgiving and getting late). We finally got them to agree to change our reservation to another airline with a flight leaving later in the evening and they assured us that they would transfer our baggage because they had over an hour and a half. In total, we spent over thirteen hours in Dallas/Ft. Worth airport, our original 4 hour layover and an additional 9 hour delay. Our arrival in Madrid, originally scheduled for early the next morning ended up being 2:30 in the afternoon and we still had to wait for the baggage which, of course, did not make it onto our flight. One whole day in Madrid gone. After i posted a complaint with American Airlines I received one phone message from someone who never returned my phone calls and several apologetic messages without any offers of compensation or resolution. Ultimately they gave me 7500 air miles while they researched my claim and in keeping with their policy of customer neglect, no real satisfaction. I will certainly never fly American again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSavannah to Madrid via Dallas
Date FlownNovember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no