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 3806 reviews
3/10
3 star Skytrax Rating
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2/10

"Fly at your own risk"

(United States)

Trip Verified | Fly at your own risk, plenty of folks not following masks rules but I was woken up to be told I needed to scoot my mask up half an inch, to cover more of my nose since it was already covered. The flight was delayed, making me miss my connecting flight, so I was put on standby. I'm fairly small, but it doesn't stop me from getting ran into or elbowed in the aisle seat, I've noticed over my past few trips that stewards take more precautions around spatial awareness the closer to the front of the plane they get. Never gotten an apology. The gatewoman was very short with everyone and told us to go to customer service without indicating where it was to get a new ticket - customer service then told us no, we should go back to the gate. When we returned, she was going off on yet another person. We were told to wait until the next flight, only to arrive at the gate and have us not even be on the list! Another flight gone, and I missed my Aunt's wake, though I've been in airports since 7am. As I sit in the airport now hoping to catch the last plane of the night, I'm looking to rent a car and just drive the rest of the trip. Based on the rules of this site, I can't speak on lost or damaged baggage issues, or make comments about compensation or associated insurance claims. I'll say if it can be blamed on weather, they don't seem to need to cover overnight hotels, destroyed baggage, or any associated things really. Bright side, I've been around quite a few cities just because I've had to be put up overnight so many times. You'll pay for more than the flight fare for choosing American Airlines, beware.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSeattle to Houston
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"flight attendants were not very vigilant"

(United States)

Trip Verified | Not a good experience, flight to California was very full, the last two row were empty but the flight attendants wouldn’t let anyone sit there and old me “no more questions” when I asked about it. The flight attendants were not very vigilant in checking that people wear masks. Many people took they’re masks off. Almost all the flights I took were very full and the people I sat next to did not always have they’re masks on. Boarding was quick and easy and the flight went as planes but the COVID precautions were not up to par. I’m pretty disappointed.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteNew York to Seal Beach
Date FlownOctober 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
1/10

"forgot about social distances"

(United States)

Trip Verified | I guess this airline forgot about social distances. My return flight is with American Airlines and I’ll be change it. First and last time flying with this Airline. I’m to upset we are not 6ft social distances. Also they mess me and my husband tickets up he sitting 10 rows ahead of me, and I booked together.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMinneapolis to Dallas
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"will never travel this Airline again"

(United States)

Trip Verified | I was supposed to be at my destination at 11:49 a.m. I won't get there now until 10:49 p.m. been at the airport since 7 in the morning. A waste of time and money. At first I was told they couldn't land because of the Fog then I was told they didn't have enough signals for that plane because they did have other planes land at that same airport doing the same time. To work 4 months without a day off and I finally get time I have to spend a whole day at the airport. Then when the lady changed my ticket I get to the airport they don't even put me on the right plane that I was supposed to get on so I had to sit here and still wait that ticket was supposed to be having me in Indiana at 4:30. American Airlines really dropped the ball they won't even give you a voucher for your inconvenience me and my business partners will never travel this Airline again. Please book with a different airline if possible. Not worth the headache and the non professional customer service.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteRichmond to Chicago via Philadelphia
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"plane was packed to the max"

(United States)

Trip Verified | The whole plane was packed to the max. No spaces between seats. Strangers were seated next to each other. My first flight they put put me along with another person, when my seat was by window. The next flight whole plane was packed in each seat. I had to sit between two strangers. One was immuno compromised and she looked like in a bad shape. I asked the airline hostess if she had empty seats on the airplane, and she said "no". They also told everyone no snacks or drinks will be served. I kept myself under the mask the whole time. The plane was door had to be fixed and it kept making loud sounds when taking off and landing. When I was going to get my bags, me and another lady were discussing how packed these flights are. The whole crew kept walking back and forth with garbage bags. When they did not serve any drinks or food, why garbage?
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDallas to Sacramento
Date FlownOctober 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
1/10

"left me stranded in a connection city"

(United States)

Trip Verified | After several poor experiences with both the airline itself and the ensuing lack of customer service, I wanted to warn others. Most recently they left me stranded in a connection city and I was forced to pay for accommodations. They also delivered my luggage (after losing it for 24 hours) soaking wet which ruined several items inside. After several attempts to contact customer service and ask for reimbursement for accommodations ($100), I finally received a reply saying sorry but we don’t cover that. After similar situations in the past, long story short is they are unreliable and have 0 customer service.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSan Diego to Asheville via Charlotte
Date FlownOctober 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
10/10

"This type of service is unheard of"

(Canada)

Not Verified | My family and I were desperate to fly home to Colombia from Calgary, Canada, as my father was very ill and we needed to be by his side immediately. Because of COVID 19 and all of the travel restrictions in place, our trip was delayed and we almost did not make it home in time. Everything changed when we were referred to the Manager of AA at the airport in Barranquilla, Colombia. She took it upon herself to get us home to our family during these trying times. For approximately 4 days we were in constant communication with her, she was working on her end to ensure that we were able to change our itinerary, that our rates were kept by AA and she ensured that we had the assistance we needed along the way. We were in constant communication with her as she offered her unconditional assistance and went so far as contacting fellow AA employees in various locations along the way to ensure they were aware of the urgency of our trip. At the end, she went as far as waiting for us at the airport in Barranquilla, our home town, to greet us and ensure that we had completed our journey. This type of service is unheard of, the compassion and level of service shown by this staff member, speak volumes. We will be forever grateful.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCalgary to Miami via Colombia
Date FlownOctober 2020
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

"This is how they treat their customers"

(United States)

Not Verified | I missed a connection from MIA to SFO due to two hold ups. The first was due to a long line at immigrations, the second was at the American Airlines bag drop off. The line was long, so American Airlines employees began calling out other passengers to cut the line so they would not miss their flight. I, in turn, missed my flight as no less than 15 passengers passed me while I was “next” in line. My experience gets worse. I originally booked a business class flight, but they had to re-book me in coach. I also had to stay a night in a hotel. Did AA reimburse me for the $119 hotel? NO. Did they give me back the $600 I spent to be in business class despite not being in business class? NO. Did the first rep tell me these costs would be reimbursed? Yes. This is how they treat their customers.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAntigua to San Francisco
Date FlownOctober 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
1/10

"American on care about money!"

(United States)

Not Verified | During a pandemic with no precautions taken except you better not take off your mask! Really? I was traveling with my daughter and my 5 year old granddaughter. First of all we get on the plane and it is packed, every row, every seat and they were not keeping middle seats clear. They had me sitting at an aisle seat next to two people, one at the window and one in the middle - then my daughter's seat was the aisle seat next to my aisle seat with a stranger in the middle seat and my 5 year old granddaughter at the window seat (why would they not sit a family of 3 in one row together?) I refused and was not going to have us sit at those seats. There were no other seats available except the back of the plane last row 3 seats. I said to the attendant is that row taken? She said yes it is for us attendants. I said well we are going to sit there or we will get off the plane. We did sit there. 1/2 way into the flight they pass out sanitizer (are you joking?) We took Delta to Boston and they were awesome! They handed everyone a bag when boarding with wipes, water, snacks, and airphones. They also came around later with snacks and taking beverage orders. Come to find out beer and wine was complimentary because of covid and not risking taking someone's credit card. American on care about money!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBoston MA to Charlotte via Sacramento CA
Date FlownAugust 2020
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Ridiculous customer service"

(United States)

Trip Verified | My flight was schedules to leave at 6:32am. I got to the airport an hour early, forgot my phone in the car so had to call the parking shuttle to come back and pick me up to get my phone and bring me back. They came right away, I zipped through the security line and ran to my gate. I got to the gate at 6:18am. The customer service lady had just shut the door after letting the last passenger through as I arrived to the gate. I thought she would allow me to go through but unfortunately she refused. She said I needed to be at the gate at least 15 minutes before the flight left. I was there 14 minutes before the flight and she just barely closed the door. I begged for her to let me on the flight and she refused and said I was late and there was nothing she could do other than put me on stand by for the next flight. She had no empathy for my situation and was cold and callous. Seemed she was doing it to teach me a lesson...really?! Ridiculous customer service. I usually fly southwest but my company purchased this flight for me using points. I would never fly American Airlines by choice.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAustin to Dallas Ft Worth
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no