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

"horrendous service"

(United States)

Trip Verified | Atlanta to Chicago. Horrendous service at the ticket counter by an extremely rude employee. When filing a complaint, AA were not willing to provide a full reimbursement for our inconvenience nor did they apologize for the behavior of their employees. In other words, American Airlines does not treat their customers as the forefront of their company. As a frequent flyer, I will never fly American again.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAtlanta to Chicago
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Not worth flying American"

(United States)

Trip Verified | Charlotte to Las Vegas. The flight was late to leave, but today that is normal place. We take off for a cross country flight. The sole flight attendant in first class, seems to not have her wits with her today, but she remains pleasant. They serve drinks and offer a complimentary snack, your choice of two pieces of cheese and some grapes or three edamame pods floating on a wasabi colored mush of humus. I think sometimes their chef just feels like they have to be creative, and i am sure they won some fabulous airlines chef award for creativity. Comfort food, may not win the award but I bet customers would be happier. Then we went to use the AA entertainment system, however it appeared to not be operating. The partner of our witless attendant when asked if it was working barked a quick NO and kept walking. Not worth flying American. I wonder if AA Senior management ever flies their airlines to check on service
AircraftA321
Type Of TravellerBusiness
Seat TypeFirst Class
RouteCharlotte to Las Vegas
Date FlownApril 2018
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 customer service"

(United States)

Trip Verified | Miami to Washington. I had the worst customer service experience of my life today, which resulted in missing my flight with my husband and infant. We arrived more than 90 minutes prior to our flight out of Miami but were unable to check in via computer because my husband and child have the same names. We paid for our baby to have his own seat which the computer couldn’t figure out. The airline doesn’t employ enough staff to have anyone to help with the computer kiosks, so we had to wait in a long, slow line to speak to a person. 45 minutes later, we dealt with an agent who was extremely rude and unhelpful. She said it was too late to check bags, so my husband had to leave the airport with our checked bags while I did my best with a long security line. I asked if I could be moved through quicker. One agent said yes and another said no. I wasn’t able to get rushed through, even though I informed security that I would likely miss my flight. I had to sprint through the airport to my gate with a crying baby, only to find that the gate had been closed. The attendant said she would “check to see” if we could still get on, but I saw her from the window chatting with other people while the plane started rolling away from the gate. I approached customer service about this and said I had to get back to the DC area tonight. The woman said there were “no available flights tonight” even though I found one online with a seat in first class. She didn’t even give me the option to pay extra for that. Thankfully I found a flight on another airline.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMiami to Washington
Date FlownAugust 2017
Ground Service 12345
Value For Money 12345
no
2/10

"bad management is at the heart"

(United States)

Trip Verified | My family and I had the misfortune of taking a connecting flight from La Guardia through Miami to get to Belize (a number of people on our flight were Belize bound, and others were St Thomas bound). We experienced one and a half hour delays on the day of our flight, first due to a problem by maintenance bringing the plane from the hanger to the gate, and then with baggage loading since we'd missed our scheduled boarding time. Though the pilot tried to make up time (45 minutes), American Airlines, knowing it was a flight full of connecting passengers, and that people like my husband were Platinum Executive, chose to ground us for 30 minutes because they'd made the decision to re-sell our seats after the mishap AA caused at LGA during our one and a half hour delay. It cause many of us to miss our connecting flights, which were the last flight of the day. Perhaps worse is that the pilot and flight attendants made announcements that those on our flight not connecting should remain seated because they were holding our flights. My kids and I ran 20 gates to arrive at our connecting gate 12 minutes before scheduled departure and were refused entry to the plane because the gate agent told us he had already sold our seats (we were meeting friends on the connecting flight who told us that they sold our seats 50 minutes before scheduled departure). What is worse is that we incurred many expenses by missing 24 hours of our vacation including hotel, tour group, private shuttle, plus hotel in Miami last minute during spring break. The airline has said they've officially classified it as "Air Traffic Control" even though the pilot repeatedly told us there was an issue getting our plane from the hanger (it didn't come from another city) and that there was a problem loading baggage. We never waited on the tarmac, except after we landed when he said AA didn't have a gate open. The airline treated us like prisoners and unethically chose to profit from our delay caused by maintenance and baggage in NY by re-selling our seats. I would not ever recommend an airline that makes decisions to screw over passengers in this manner. Its unethical and means bad management is at the heart of it.
Type Of TravellerFamily Leisure
Seat TypeFirst Class
RouteLa Guardia to Belize via Miami
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
4/10

"plummeted in customer satisfaction"

(United Kingdom)

Trip Verified | Recently flew from Bridgetown Barbados to Miami with American Airlines to connect with British Airways evening flight to LHR. I was on a very early flight from Barbados at 7am, on a late booking I got a basic economy seat which meant me having to pay $25US for a seat selection and $25 US for my checked in baggage to go in the under carriage. For an early flight I was hungry, yet not even offered to purchase/buy any snacks as advertised in inflight magazine. In general on a flight of around four hours economy class were offered 1 soft drink from a tray selection and a biscuit! The inflight team of four attendants, seemed quite unfriendly, captains announcements were miniscule. The legroom quite poor, only positive was I wasn't charged for the in flight entertainment. Generally a below average basic schedule on an airline which seems to have plummeted in customer satisfaction!
AircraftA319 / A320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBridgetown to Miami
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"disgraceful and disgusting"

(Japan)

Trip Verified | New York JFK to Raleigh Durham. American Airlines is a partner airline through OneWorld with Japan Airlines. I had to purchase a separate ticket with American to get to and from my final destination paired with a mileage ticket on JAL. Huge mistake. Coming over to the US on JAL, they checked my luggage all the way through to my final destination (RDU) and all was smooth. Returning to Tokyo, American Airlines refused no, matter who I spoke to. I was willing to pay for the luggage fees (despite being in business on JAL from JFK) and begged to have them check them all the way through. No go. After this, the flight up to JFK was delayed and the prognosis wasn’t good early on. While trying to get help from a gate agent for rebooking options, I was yelled at! In the end, as a seasoned traveler, I made had to make complicated arrangements to make sure I could get the following day’s connection. The terminal at JFK is substandard as well. The gates are far from the check-in and there are not enough TSA agents working. This is only the second time I’ve flown this routing from Japan to RDU and both times there was only ONE TSA lane open for the entire American Airlines terminal! People were going ballistic! In short, the customer service level of American Airlines is disgraceful and disgusting. Shouting at passengers, unwilling to check bags on partner airlines internationally, delays, and shabby aircraft all made for a horrible experience with them. I’ll never fly them again. I’d say it was like traveling in a developing nation, but even those countries have better facilities, aircraft, and customer service.
AircraftER145
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York JFK to Raleigh Durham
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
10/10

"I'd fly again with AA"

(United Arab Emirates)

Trip Verified | London to Dallas Ft Worth. I have been luck to fly with the latest Business Class product of American Airlines on Boeing 777. Individual access on each seat. Awesome personal inflight entertainment. On board staff friendly and professional. WiFi was great. Catering was excellent. I'd fly again with AA.
AircraftBoeing 777
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteLondon to Dallas Ft Worth
Date FlownMarch 2018
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

"a disgrace to the industry"

(United States)

Trip Verified | Kona to Indianapolis via Dallas. The fiasco started in Kona with an initial 2 hour delay. The trip was to begin at 6:30 PM but did not begin loading unitl 8:30. Then we sat on the plane until 9:30 when we started out of the tarmac and began to taxi and the pilot came over and said the check engine light has came on again, we will need to return to the gate. 30 min later he advised us that United Airlines were in our gate and we were stuck on the tarmac. At 11:00 PM the pilot said we will give everyone an opportunity to deboard the plane, but within 1-2 min after the announcement the pilot came back on the intercom and stated they needed to do a quick engine test and that all passengers were to remain seated, only those in first class had the opportunity to deboard. Those passengers including myself who were still in the process of deboarding were directed back to our seats. Then at 11:45 the staff announced we have another problem, we sat so long we needed refueled but the staff put the fuel in the wrong tank making us unequally balanced, so fuel had to be taken out and placed in the center fuel tank. At 12:30-1 we finally left Hawaii, once at Dallas we had more delays, after missing 3 connections we then headed to a gate with a Chicago destination but unfortunately they did not put my girlfriend on the flight. We were waiting again, they then rerouted us to a direct flight to Indianapolis, we had to run to get there and once again we had a 3 hour mechanical delay. The trip is now over 24 hours and we were not served a meal the entire time, there were no vouchers given for the time inconvenience, no food vouchers as only snacks were offered in the period of 6:30 PM Sunday to 6:30 PM Monday with no time in between to eat a hot meal due to all the missed connections and literally running to the next flight to be only delayed again. In all this after many emails to customer service they only provided "I'm sorry you had a bad experience, we hope we can do better the next time if you choose to fly with us again and offered only 15K air miles which is the equivalent of maybe $150, when I spent 100K air miles for this trip. Their defensive responses to emails were very inaccurate, unprofessional, condescending and overall poor customer service response was a perfect representation of how I was treated on the flights with American. The lack of a caring, empathetic, customer first attitude is rampant in American Airlines. I would be ashamed to treat people like jailed criminals stuck in an airborne jail cell, limited to a seat with limited movement and then given only a snack and a drink in a 24 hour period. AA is a disgrace to the industry.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteKona to Indianapolis via Dallas
Date FlownFebruary 2018
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

"No coffee, no tea, no snacks"

(United States)

Trip Verified | Flagstaff to Salt Lake City. Delta’s economy class has more to offer then American Airlines First Class. Let me put it this way, they don’t even have beverages to give to First Class except club soda and orange juice. No coffee, no tea, no snacks. No TV/video, nothing. No power plugs. Fly Delta, JetBlue or Southwest instead.
Type Of TravellerBusiness
Seat TypeFirst Class
RouteFlagstaff to Salt Lake City
Date FlownMarch 2018
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

"never fly this airline again"

(United States)

Trip Verified | Norfolk to Austin via Philadelphia. My first flight was delayed due to an ice sensor issue which made my flight take off get delayed from 6:20 to 7:55. My next flight was at 8:35 from Philly to Austin. My brother and I ran from gate F to gate C to try to make the flight after being told that it was not their responsibility to alert the Austin flight that we were late because of maintenance. When I got to gate 25C the two people are the gate didn’t acknowledge me so my brother said something and they told us to be quiet. They were so rude to us, I couldn’t believe it. Turns out they over booked the flight by 5 seats so they gave away our seats that we paid for because they double messed up. My brother is 6’4 and picked an isle seat because of his bad knees. They gave him a middle seat, but because of some kind passengers we were able to switch seats for him. I ended up sitting in the very back of the plane. When giving us our new seat arrangements, they wrote mine on a piece of paper and just quickly told him his. When he asked them to repeat it the lady told him to check his boarding pass because they were on there but she took his boarding pass. American Airlines acts like they’re above treating people like people; it makes my skin crawl. I will not forget how that lady looked at me with her smug face. I paid $500 for this flight and I felt like I didn’t matter. I will never fly this airline again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNorfolk to Austin via Philadelphia
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no