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 5921 reviews
2/10
3 star Skytrax Rating
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1/10

"flight attendants had a bad attitude"

(United States)

If I could give American Airlines zero stars I would, but the lowest I can go is a 1/10. Terrible and stressful experience! Worst airline I been on in years. We took a 7 day trip to Turks And Caicos in August. We arrived at Logan International Airport for our flight on August 27 to find out it has been cancelled. I was so irritated and we had to scramble to find another flight, deciding whether or not we would take another flight the next day or book another flight on the same day. Then we decided to book another flight to Chicago. We had to fly to 2 places before we officially got to Turks And Caicos! From Boston to Chicago then from Chicago to Miami and then from Miami to Turks And Caicos! Absolutely terrible. As if this wasn't bad enough, the planes were extremely old, and it looks as though they haven't been cleaned in a long time. Interior of the planes we flew were worn out, dusty and grimy. No personal TV's. The only TV's were those old fashioned TV's hanging from the ceiling every few rows that are largely defunct nowadays I was sitting pretty far away and couldn't even watch what was on there. Seats were old, worn out and very uncomfortable. Food was just terrible. Flight attendants were rude and had a bad attitude, making the flight even more miserable. The bathrooms were small and dirty. The return flight was somewhat better, but still quite unpleasant. We had to go the same route all over again. American Airlines is among the worst airline I have traveled.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBOS to PLS via CHI/MIA
Date FlownAugust 2015
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

"they make journeys thoroughly unpleasant"

(United Kingdom)

La Paz to London Heathrow via Miami with American Airlines. This was the worst journey ever. Disgusting staff attitude, no personal TV and terrible food. Missed our connection in Miami but their staff couldn't care less. It took us hours to get them to work with us and give us somewhere to stay overnight. We were told we missed the connection due to bad weather conditions, and apparently bad weather conditions is the fault of the passenger! Most ridiculous thing I have ever heard. Cabin crew just seemed like they couldnt be bothered and were rolling their eyes at passengers, signing loudly and treated us very badly. Two staff members even had an argument in front of passengers. So unprofessional. Never fly with American Airlines, they make your journeys thoroughly unpleasant.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLa Paz to London via MIA
Date FlownSeptember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"go with a different airline"

(United States)

I would give American Airlines no stars if possible, our flight was delayed for a mechanical issue last minute (even though the plane was sitting outside the terminal for 3 hours before the flight). Our delay continued as the pilot informed us we could not leave until the log was signed, that took another 30 minutes. We expressed concern about making our connecting flight, they told us it would be fine. It was not fine, we missed the flight, we landed at 7:00 am in Dallas, the flight was scheduled for a 7:05am take off, they left early at 6:58am. We were sent to 3 different gates trying to get on flights, had to rush with our bags all over the airport and finally had to settle for flying into Reagan rather than BWI where our car was. We agreed to this because the 2 women working with us said the airline would reimburse us the $55 shuttle ride if we wrote to them,. We were not offered a voucher for food at the airport or for a shuttle like we saw other customers being offered. I was just informed by customer service that they will not reimburse as it is not their policy, but they did try to give us two $100 vouchers to use on a future flight. If I was going to fly anywhere within the 1 year they give us to use them, I would not be doing it with American Airlines and $100 will not get you far with their prices. Do yourself a favor and go with a different airline. On top of all this they will put you in the oldest plane they can find for a 7 plus hour trip to and from Hawaii, and no WiFi of course.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBWI to HNL via DFW
Date FlownSeptember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"plane was old, dirty and horrid"

(United Kingdom)

The American Airlines plane was old, dirty and horrid. Birmingham to JFK was a new flight started in May 2015 and they must have taken this plane from the scrap heap. They boarded us on time but sat us on the plane for 2 hours - nothing offered. Finally get going and actually make up a bit of time but then waited on tarmac at JFK for another 1.5hrs. Did we have to rush to get a connecting flight to Orlando. Security at JFK is a nightmare and we got on plane with minutes to spare. Closed the door, taxi out but then everything stopped and sat for another 1.5hrs. Got to Orlando, circle over Daytona for 1 hour land and then yet more time waiting to get to the terminal. We left UK at 0600, and arrived Orlando at midnight. 18 hours on the plane - never again.
AircraftBoeing 757-200
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBirmingham to Orlando via JFK
Date FlownAugust 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"probably the worst travel experience"

(United States)

American Airlines from Miami to Milan. This is probably the worst travel experience I can state, to date. The aircraft was extremely old. I arrive to my business class seat with my daughter, it felt like we were on a flight in a third world country and instead of the screen being behind the seat, I was given an old, breaking tablet with some blue tape wrap around the charger (Photo), which cause the tablet to be almost dead throughout this flight. Next we have the bathroom, which I will say is the worst! It was so tight and dirty. The food was disgusting and sloppy (Photo). The seat in front of me, the trim was lifting and not even attach to the seat(Photo). Where I was seating exactly, the air vent was without the turning knob to adjust - just 2 holes! Everything was dirty and I wouldn't recommend American Airlines to anyone.
Type Of TravellerFamily Leisure
Seat TypeFirst Class
RouteMiami to Milan
Date FlownJune 2015
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

"American Airlines left us stranded"

(United States)

I am totally fed up with American Airlines. AA1021 departed Las Vegas without incident and on time. The flight to Dallas/Ft. Worth is only about 2 hours. The A320 can easily fly for over 4 hours. While over Wichita Falls, the pilot announces that he is low on fuel and has to divert to Wichita Falls. Later, the pilot comes over the intercom and tries to explain that it is because of weather around Dallas. Savvy passengers on the flight check this and find there are no current delays at DFW. Why does he not have enough reserve fuel? Maybe the FAA should look into this. Needless to say, we missed our connecting flight to Richmond from Dallas. American Airlines had only 2 customer service reps to process about 125 angry passengers. It was after midnight when we got our new airlines tickets for our continuing flight. Our flight was 9:30AM the next day. American Airlines offered us a hotel, but at our own expense. No food vouchers were ever offered. American Airlines left us stranded waiting for our next flight. This was not the passengers fault. Just saying sorry just doesn't hack it. So this is the new American Airlines? I'm not impressed.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLas Vegas to Richmond via DFW
Date FlownSeptember 2015
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

Flight attendants not particularly friendly"

(Austria)

Minneapolis to Chicago on American Airlines, in Economy class on a vintage MD80. Friendly check-in, where the agent worked with me to avoid the USD 100 surcharge because my hold luggage was initially 8 lbs over American Airlines 50 lbs. limit. This was appreciated. After that the experience became distinctly mediocre. Once boarding was completed the pilot announced that there will be delay due to a maintenance issue that they have not been aware of before. So a packed plane waited for the maintenance issue to be solved, which thankfully “only” lasted 40 minutes. Plane has obviously not been cleaned in MSP, as the seat pocket was full of stuff including used tissues and something sticky and disgusting. Otherwise the flight was uneventful. Legroom was ok due to Economy ExtrAA seats, but service was very average. Flight attendants not exactly unpleasant, but not particularly friendly, either and not doing more than the absolute minimum. No snacks were served (also not expected as this being the US and the flight time was below 90 minutes). Drink service was limited to coffee, water and orange juice, which is pretty poor for a flight of this duration. Bags out fast in ORD with priority bags first. In general the flight as such was OK. Pretty much like taking a bus. However, due to the delay a lot of people were very anxious to reach their connection out of ORD. The only assistance from American Airlines staff seemed to be an announcement to “remain seated, if you do not have a transfer connection to catch”. Sorry state of affairs in the US skies, but American Airlines is still my default airline for domestic flights, as staff normally seem to be willing to assist, if help is needed.
AircraftMD80
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMSP to ORD
Date FlownJuly 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"very disappointed with American Airlines"

(United Kingdom)

This flight from New York JFK to Las Vegas was a reward flight using frequent flyer miles, so only cost $10 for me and my partner. However, we were very disappointed with American Airlines service. The flight was delayed from leaving the gate due to a paperwork issue, but the cabin attendants did not do anything to ease our discomfort (the plane was getting hot due to reduced air con while still at the gate). After we got airbourne (2 hours late) the trolley came around with refreshments, but most food items had sold out completely (only nuts or chips remained). We were seated mid aircraft so feel there was never anywhere near enough food in their stock for this 6 hour flight. Also, the trolley only came around once which is not enough on this length of flight in my opinion.
AircraftBoeing 737
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNew York JFK to LAS
Date FlownAugust 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"pay careful attention to your ticket servicing"

(United States)

I ordered a round trip ticket from American Airlines. I revived no confirmation email from them so when it got closer to the flight I had to talk to the customer services. I had an emergency where I could not make the first leg of the flight and they were not cooperative with changing my ticket they suggested I had to pay at "$200" plus the fare difference which totaled $600 - so I booked an alternative airline. When I tried to use the return trip of the American Airlines flight they told me it had been canceled because I did not fly the first leg of the flight. My advice would be to pay careful attention to your ticket servicing.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteRoanoke to Orlando
Date FlownSeptember 2015
Ground Service 12345
Value For Money 12345
no
4/10

"very disappointed with the experience"

(United States)

In August we flew to Hawaii with American. We had first class tickets and we have to say that we are very disappointed with the experience. It is a 5.5 hour flight (like JFK - London) and the first class seats barely recline. Not even a footrest! Now many airlines even on the longer domestic flights have sleeper seats. We usually don't care about the food on the plane, we don't wait to fly to get a good meal, but on the flight from Kona to Lax when asked if "pizza" was ok, my husband asked what was the other choice and the answer was "pizza only"! At least don't call it First Class. We will never fly American again if we have other choices.
Type Of TravellerCouple Leisure
Seat TypeFirst Class
RouteLAX to Kona
Date FlownAugust 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no