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

"unprofessional and disorganized"

(United States)

Trip Verified | Arrived to the airport and it was absolutely chaos. Under staffed, broken kiosks, and lines so long I was unable to check in before the bag check closed. Employees looked overwhelmed. Completely unprofessional and disorganized. I've never seen anything like it at an airport before. Avoid at all costs.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBoston to Charlotte
Date FlownJune 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
4/10

"not have any faith in their advertised cleaning methods"

(United States)

Trip Verified | So much for use 3 processes to clean aircraft. This plane sat at the gate 2 hours before we boarded. Absolutely do not have any faith in their advertised cleaning methods.
AircraftA319
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCharlotte to Reno
Date FlownJune 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

"Totally rude and unprofessional"

(United States)

Not Verified | I got the worst customer service from this company today 6/25/2021. When I called today they had me on a waiting call back list for over one hour and a half, agent was unprofessional, rude and over talked me while I was trying to explain that changes were made for ticked bought over a month ago! I will not travel with them ever again. Totally rude and unprofessional.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSan Juan to Rochester NY
Date FlownJune 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"will never fly with them again"

(United States)

Trip Verified | Flight was canceled. Called to get a refund and talked to three different people. One put me on hold for half an hour and the others have me different answers as to how I would get my refund or when. Worst customer service, will never fly with them again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLos Angeles to Chicago
Date FlownJune 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"worst airline I have ever flown with"

(United States)

Trip Verified | The worst airline I have ever flown with by far! They cancel flights and have no regard for their customers. I'm active duty army and fly very regularly and never have been so disappointed and infuriated. Zero out of ten would rather walk.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteChicago to Cincinatti
Date FlownJune 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

"Hands down the worst customer service I've ever encountered"

(United States)

Not Verified | Hands down the worst customer service I've ever encountered. I had bought very expensive plane tickets last year and because of COVID I had to postpone my trip. AA had absolutely no way of working with me on getting my money back. It's obvious they just wanted to make money off of anyone who had planned trips in 2020. AA split my trip into two travel vouchers, which ironically you can't use on the same trip. And the vouchers I received were only good until July 2021. Cut to now I'm on the phone with customer service trying to find said vouchers in their system (they can't look you up by phone number or any other details besides a flight number. You're out of luck if you don't have that info.) and the customer service rep was so rude, so impatient that he said he needed to make a call about the vouchers and would call me back. Then I got hung up on. I'm out $500+. Unbelievable.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Diego to Albuquerque via Phoenix
Date FlownJuly 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"stick with one of the other carriers"

(United States)

Not Verified | Waited over an hour in line to change my flight. They had about 100 people in line and only 1 agent. The online self service system didn’t let me make the change online because it was within 3 hours of flight. So after waiting the 1 plus hour to get to the agent, he was rude and unpleasant. He finally made the change though. I guess AA might be ok if you don’t want to do anything but pay and fly, but as soon as you need to make a change, forget it. I’ll stick with one of the other carriers after this experience.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAustin to Dallas Ft Worth
Date FlownJune 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

"the absolute worst airline I've ever been on"

(United States)

Not Verified | American Airlines is the absolute worst airline I've ever been on. The priority flying that was supposed to have my mother's wheelchair ready upon leaving the plane sucked royally. Staff were absolutely rude including the supervisor, I will not be flying American airlines ever again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLos Angeles to Dallas
Date FlownJune 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

"receiving the worst possible service of my life"

(United States)

Not Verified | I’m never flying American again. Due to the incompetence of staff I was late for my outgoing flight because they did not know how to check a dog. They took their time trying to figure it out and even though I was early I still missed my flight. I am currently returning and receiving the worst possible service of my life. I have never been so dissatisfied with any airline and I will never even look at another American ticket.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSavannah to Los Angeles
Date FlownJune 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

"will not refund my upgrade purchase"

(United States)

Not Verified | I was on my honeymoon and we had an upgrade for first class for both my wife and I. Her ticket didn't upgrade so they gave us two other seats not in first class and we went back to our original seats. American charged my card for my upgrade but told me that it would be refunded since I did not sit in First Class and went back to sit with my new wife since it was theirc computer that messed up and did not give us both First Class tickets. They will not refund my upgrade purchase of $720.00. I keep calling customer service but they won't help, they say I have to put the the request in online. When I do that, it says pending and has said pending for 6+ months. I have a high status with American and pay for Lounge access. I would have never thought they would steal $720.00 like this.
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteLos Angeles to Auckland
Date FlownJuly 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no