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 4380 reviews
3/10
3 star Skytrax Rating
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10/10

"the service was excellent"

(United States)

Trip Verified | I scheduled my mother to fly solo from Raleigh into Nashville and request Skycap wheelchair assistance for her on the departure and arrival. At both airports, the service was excellent. She made the trip without any difficulty and then made a connecting flight out of Nashville to her final destination. Thankful for AA and this reassuring service.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteRaleigh to Nashville
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"Refuse to assume responsibility"

(United States)

Trip Verified | Kicked us in the behind twice within the same day. Delayed multiple times in one day. Was suppose to depart at 6am and didn’t actually depart till 2pm. They made us late; booked us another flight without telling us. Didn’t actually put us on the flight bc it was printed. Have our luggage in limbo, have us waiting on multiple standbys therefore wasting our time - if the standby flights do not have enough seats for us; we have to wait for a flight 3 days after. Refuse to refund us if we want to cancel and rebook another airline despite they being at fault. Refuse to assume responsibility.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNew Orleans to Miami
Date FlownSeptember 2021
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

"No existing customer service"

(United Arab Emirates)

Trip Verified | No existing customer service whatsoever. Grumpy check in person, grumpy flight hostesses mainly busy with themselves, disgusting food. Highlight of the trip: someone must have driven over my aluminum Rimowa and put a V dent into the frame. The bag guy suggested I did the damage myself to get AA's $85 reimbursement (for a $1000 suitcase). I would rate minus stars if I could because this is totally unacceptable! My seat was filthy from the passenger before me, during a pandemic, where they praise themselves with sanitizing everything, plus a not explained delay of almost 2 hrs for which no one ever apologized.
AircraftA321neo
Type Of TravellerBusiness
Seat TypeFirst Class
RouteChicago to Los Angeles
Date FlownSeptember 2021
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

"instructed not to call for service"

(Nigeria)

Not Verified | Dallas to London. First time on an international flight with AA Quite a significant departure from my experience on Qatar Airways from Doha. 1 asked for help with the in-flight WiFi as I could not log on. "I don't know how that works. You have to go to the browser" that's hard to deal with as a passenger. I eventually sorted it out. 2. Pressed the call sign so I could ask for a drink. Was told "don't press the call sign again as I will keep going up and down the aisle" never been on a flight where I'm instructed not to call for service! I'm still midair about 90minutes into the flight and she hasn't been down the aisle in 30 minutes. I feel like a student in a classroom. Its quite depressing I have 6hours and 5 minutes to go. The flight attendant finally walks down the aisle and I ask if I can have a pack of nuts "will get you one if I can find it"! A pack of nuts in the business class cabin on a transatlantic flight! Its ridiculous. British Airways needs to get another partner airline. I will definitely not be flying this airline again.
AircraftBoeing 777
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteDallas to London
Date FlownSeptember 2021
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

"forgotten that we are the customer"

(United States)

Not Verified | Flew into Dallas with elderly parents yesterday. Took them to the airport today for another, short flight home. My father is disabled and requires a wheel chair, which was supposed to have been arranged before they ever left home 10 days ago. He is 84. My mother is 80. The desk agent requested a wheel chair, which was delivered. She said, "here you go! " No attendant, no help was provided as arranged prior. My mom had to push my dad to the gate herself. Masks are required in airports and on planes right now as everyone knows. Yesterday, while we were waiting for our flight to depart from North Carolina, quite a few passengers were not wearing masks in the waiting area. Same true on the plane. Not one AA employee asked these passengers to wear their masks. What's the point of a mandate, if a major player like AA doesn't enforce the rules? Lip service only? No one likes wearing a mask, but most of us do out of respect for fellow travelers. I think you may have forgotten that we are the customer. It's about us not you!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Awful customer service"

(United States)

Not Verified | Awful customer service, I tried checking in at home and there was a "glitch" per the rude customer service lady. Said there was nothing she could do to help and I have to figure it out at the airport. Awful, unkind, unprofessional. Spoke to me as if I were a little kid.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTampa to New York
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"You gave zero apology"

(United States)

Not Verified | My husband flies with you all the time for business. You stopped a flight, lied about weather while he sat on the plane for 4.5 hours that never took off. He has a bad back and is now suffering. He had to stay in California overnight. Our kids were just crushed. You gave zero apology. You are a 3 star airline for a reason.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSanta Ana to Phoenix
Date FlownSeptember 2021
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

"Staff was rude and told us to be nice"

(United States)

Trip Verified | Flight delayed from 11:00 AM to 5:45 PM. We stayed on the plane for 2 hours with multiple engine failures. After finally deplaning us we had to wait for new pilots which took about another hour or two. Then we were told the cabins were too hot and needed to cool down which took another 2 hours. We were told little to nothing and received no help or vouchers. Staff was rude and told us to be nice because they extended their work days for us. Not even acknowledging a literal 6+ hour delay which caused majority of every passenger to miss plans and left me and my partner without a ride.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMiami to Boston
Date FlownSeptember 2021
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

"delayed my flights 4 times"

(United States)

Trip Verified | I usually don’t write reviews because nothing usually gets to me enough, but this is unacceptable! For the last 48 hours American Airlines has delayed my flights 4 times then to just cancel on me for two days straight. I have been stuck in Dallas airport with no luggage and all my money was sent away to Omaha in my luggage! Only one cancel was was due to a weather incident which I can understand, but every other one seemed to be random and no explanations were given!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDallas to Omaha
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"terrible job of enforcing the mask mandate"

(United States)

Trip Verified | Family of 5 - four vaccinated adults and 1 unvaccinated child flew from Las Vegas to Philadelphia on Aug. 31, 2021. After boarding and before takeoff, I noticed a young man was not wearing a mask. I politely asked stewardess to address with him. She did and then she turned to me and loudly asked if I was OK with staying on the flight. I felt chastened as though I had done something wrong for asking that the flight staff enforce their advertised mask policy but said that I was OK with remaining on the flight now that he had his mask on. After takeoff, I could see that the man sitting in front of me by the window (I was in the middle seat) had his nose below his nose completely. His mask was so loosely attached I could see into his mouth and teeth when he spoke. I again directed the stewardess' attention to this passenger. She went up to him and said "Sir, the lady behind you has asked that I remind you that your mask should be worn over your nose." I was flabberghasted! Was she trying to incite an incident? Clearly, it is her job to enforce the advertised policy that masks must be worn properly throughout the flight unless eating or drinking and then reattached afterward. The first young man then promptly fell asleep with his mask OFF the entire time and at no time did the flight staff approach him. The man in front of me pulled his mask down off his nose and kept it there the entire flight and the flight staff simply looked the other way. Nothing further was done. It is not my job to enforce the policy. It became clear to me that it was not important to the flight staff. Instead, my family was exposed to an unnecessarily greater risk of contracting the virus and possibly retaliatory actions by the two individuals. Upon deplaning, I expressed to head stewardess that the flight itself was fine but that her staff did a terrible job of enforcing the mask mandate. She became belligerent and yelled at me as we were walking away. I have been an AAdvantage member since 1998 and I am a frequent flyer. I was respectful with the staff but did not receive the same respect. Each member of my family wore two masks the entire flight - including an 11 year old child with no complaints. American Airlines is falsely advertising that they will adhere to the mask mandate. They couldn't be "bothered" to accept that responsibility. There are other airlines to choose from. They have lost a once loyal customer.
AircraftBoeing 737
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLas Vegas to Philadelphia
Date FlownAugust 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no