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

"American Airlines doesn’t care a bit"

(Canada)

Not Verified | Worst airline I have ever flown on. We were to fly out Saturday. Flight cancelled but not rebooked until Monday. On Monday flight cancelled after we got to the airport with no warning. Rebooked for Tuesday night 8:30 pm. Tuesday 11pm they canceled the flight until 7:00 am Wednesday. Maintenance problem on plane that they fixed then the flight crew left (watched them walk past all the waiting passengers). American Airlines doesn’t care a bit.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBahamas to Toronto via Miami
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"never fly this airline again"

(United States)

Trip Verified | My review is for what happened before my international trip with American last month as well as my experience today trying to fly American American booked me double for the same flight. When I saw this on my credit card, I called my bank and they said they would dispute. I also called American and told them about it. The woman with American refunded. However, American also deleted the remaining flight due to bank request without looking at the notes of what happened . I only learned this the night before I was supposed to fly out and ended up having to drive five hours to catch the flight for my job. Two days ago I had booked travel with my flyer miles, and when I went to look at my itinerary, it didn’t exist. American claims that this is because there was an issue with my payment. However, the issue was with their system not accepting the card if the name didn’t match exactly the name on my ticket. I bought the ticket with miles. I was not notified that my ticket was canceled. So after many hours I rebooked, but had to use double frequent flyer points as the rates had gone up. They would not negotiate. The worst part was that I got up at 3 AM this morning and drove to the airport and was at the airport an hour and 10 minutes before the flight was to leave. There were people in line that have been there 90 minutes before the flight was to leave, there was a long line, not enough employees, none of the kiosks were working. Because American could not get their overbooked flight processed in time at least 10 people, myself included were rebooked, and some of these poor older folks were supposed to be leaving on vacation today and had to have it rescheduled for tomorrow. There were no apologies. A woman just kept yelling about how everyone should’ve gotten there earlier. I went ahead and canceled my flight and rebooked on Delta. Because of these multiple mistakes, extremely long customer service times, and the total lack of accountability today, including rudeness to older people who are just trying to go somewhere on vacation, I will never fly this airline again. I fly for business monthly, and even if I have to inconvenience myself to go on another airline, I will not use American. They really need to clean up their act.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCharlotte to Asheville
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

“horribly disappointed with customer service”

(United States)

Not Verified | American has been the main carrier we’ve used and we are Advantage members. But, today we were horribly disappointed with the American customer service in Charlotte. With many travelers re-routed (due to multiple reasons) lines were very long and American customers service were rude, lazy and overall unpleasant. They actually turned off their computers packed up their belongings and left the counter with at least 100 customers still in line with absolutely no explanation (when we asked “we don’t matter?” the AA employees just shrugged stuck up their nose and said, “we’re leaving”. I can’t do that at my job and expect to still be employed the next day! So, when we got home and our luggage did not make it, we can only assume the same mentality (or lack of) customer service also exists in the luggage department as well. Is it American or is it Charlotte? Or the horrible combination of the two. Only as strong as your weakest leak and right now the chain is broken! Sorry the survey questions don’t address American ground crew because that’s were the problem seems to be.
AircraftBoeing 737
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePunta Cana to Richmond via Charlotte
Date FlownMarch 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
1/10

"seats are so uncomfortable"

(United States)

Not Verified | Honestly, every time I fly AA I am shocked at the level of bad experience I have. Their seats are so uncomfortable. I always way overpay for services never received. You never get the refund you deserve. I took a customer to Costa Rica and they missed their connecting flight and ultimately had to fly Southwest to get home. I've had to do the same thing when traveling home from Houston TX. They are unorganized and ultimately cost you money as if they were this "elite" airline. Not even close. I will rather fly Southwest or Spirit, save the money, get much better service, and call it a day. I don't feel like they take good care of their planes either which is scary. They had plane issues both coming and going. That's too much.
AircraftBoeing 737Max
Type Of TravellerBusiness
Seat TypePremium Economy
RouteBaltimore to Miami
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"directed not to assist customers"

(Canada)

Trip Verified | I've flown with American Airlines numerous times over the years and have generally regarded them as a top-tier airline, offering excellent service and a comfortable flying experience. However, my recent encounter at the airport on March 1st has left a blemish on what I've always considered a reliable choice for air travel. American Airlines has seemingly adopted a new policy where their staff are directed not to assist customers directly unless through the use of the airline's mobile app. This approach felt incredibly impersonal and contrary to the warm service I've come to expect. Observing staff members choosing to wear headphones and dismiss passenger inquiries directly contradicts the essence of customer service. This shift towards a more detached interaction is not only disappointing but signals a worrying trend in their service philosophy. Moreover, my dismay was further compounded when reviewing the safety brochures provided onboard. It appears American Airlines has taken to only labeling their aircraft as "737," omitting any mention of it being a Boeing or the specific variant number. This choice strikes me as a deliberate attempt to obscure the exact model of the aircraft from passengers, perhaps out of embarrassment or a misguided attempt to sidestep potential scrutiny. This lack of transparency is not just a matter of corporate image; it directly impacts passenger safety by not fully informing them about the aircraft they are flying in. Despite these criticisms, it's important to note that my experiences with American Airlines have overwhelmingly been positive, outside of these specific incidents. The quality of their flights, the professionalism of most of their staff, and the overall flying experience remain commendable. It's disheartening to see such an esteemed airline let down by policies that seem to prioritize image over direct human interaction and safety transparency. It is my hope that American Airlines will reconsider these practices. There's immense value in honest communication with passengers and in maintaining the high standard of service that has defined them for years. Addressing these issues would not only enhance their reputation but also reaffirm their commitment to passenger safety and satisfaction.
AircraftBoeing 737
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteHouston to Dallas Ft Worth
Date FlownMarch 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
7/10

"very welcoming energy"

(United States)

Not Verified | The male flight attendant from Miami as he stated is the best, such a funny and sweet person upon arrival stepping onto the flight was very welcoming energy, as all of us have been dealing with the delay of the flight. This was flight 5553 flying to Washington DCA. He is very engaging with the passengers, understanding and funny 10/10 if we could copy and paste him I would for flights.
AircraftBombardier CRJ700
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCleveland to Greensboro
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"I was charged because I called"

(United States)

Trip Verified | American airlines over booked my flight and offered me 300 to change. I called in to do so and they charged $246 instead. They just lost an executive platinum member. To add insult to injury when I called back to discuss why I was over charged after the airport could have done it for "free". I was told I was charged because I called. Stay far away from this company and their bad business practices.
AircraftCrj900
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBirmingham to Charlotte
Date FlownMarch 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
1/10

"Everyone was rude and insincere"

(United States)

Trip Verified | I’ve flown to NZ several times. This was the first time with American Airlines. My mom and I were meeting my sister in Dallas to fly the rest of the way. Her first flight was delayed. She expressed concern she would miss our flight and they told her it would be fine. At the gate my mom and I explained she would be late due to a mechanical issue on their part and they didn’t even try to wait for her (as I have seen other airlines do in the past), instead they gave her seat to another passenger. While we were waiting to take off, still sitting at the gate she texted telling us they would not let her or six other passengers on. They only gave her a $12 meal ticket to last her 24 hours till her new flight. She was treated badly on our flight. We were given no warning that food was coming so the flight attendant rudely reached past my mom and slammed her folding table down without asking her if she even wanted anything. Then when they gave her the meal options and she was trying to decide the attendant gestured at her impatiently to ‘hurry up’ without giving her any time to think about it. Everyone we encountered was rude and insincere. The food was also terrible compared to other airlines. I will never fly with them again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSalt Lake City to Auckland via Dallas
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"still kindness is the world"

(United States)

Trip Verified | After several delays for flight 2242 out of Greensboro to Dallas Fort Worth, I was happy when they called group #4 for Boarding. It was not until I was seated in row 13 that I realized I had left my white shawl, not just any shawl, but one I regularly wore during Communion and prayed with it on my shoulders. I frantically began swimming upstream against a flow of incoming passengers, none too happy. A friendly flight attendant looked my way. I quickly explained I needed to go get my shawl. She informed me that I’d have to take everything with me, meaning bag in overhead, purse. I must have looked hopeless, she said she was sorry. Then a voice from the cockpit said, where is it? The captain stepped out, I told him it was on a chair in front of the checkin counter. Captain Dave went to retrieve it. The attendant explained only the captain has that discretion. In less than a minute he handed me my beautiful white shawl. I hugged him and thanked him, yelling Hallelujah!!! There is still kindness is the world and given the chance you can find it. Thanks American Airlines for great team members like Captain Dave and the crew of flight 2242! Minister Vickee’ Armstrong headed to a Chaplain’s conference!
Type Of TravellerBusiness
Seat TypePremium Economy
RouteGreensboro to Dallas
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"We were practically barked at"

(United States)

Not Verified | With 4 departure delays, you would expect the gate agent to at least be a neutral. After attempting to check in at the digital kiosk, we entered the line to check in. We were at the desk in a few minutes, it was not busy. We were practically barked at, "Why aren't you at the kiosk?" I had the phone bar code ready - no good for her. So, another bark requesting our names. My sister was part of our party, not on the same cc. She was equally rude to her, not wanting to process her ticket.
AircraftA321
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePhiladelphia to Orlando
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no