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 5055 reviews
2/10
3 star Skytrax Rating
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7/10

"WiFi entertainment worked flawlessly"

(United States)

Trip Verified | Roundtrip to PVD connecting in CLT during each leg. Outbound legs were on Airbus A321 whereas the Inbound legs were on Boeing 737-800. On both outbound and inbound, I sat in Main Cabin Extra which provided much welcomed additional legroom. WiFi entertainment worked flawlessly on personal device (I used iPad) to watch movies. AA planes no longer have in seat TV screens; however, each seat has a personal device seat back holder that one can affix a personal device. Aircraft was very clean and cabin crew very friendly. Food service consisted of pretzels and soft drinks. Very much appreciated the pilot informing us that because of bad weather in the mid Atlantic states he would take a detour to get to PVD from CLT. This added about 40 minutes extra to flying time but it was better than being stranded. All flights with the exception of CLT-PVD leg were on time. Only negative is why if someone is paying additional monies for Main Cabin Extra one has to board in Group 5. I was fortunate that on all 4 flights I was able to stow my carryon bag in the overhead cabin.
AircraftA321 / Boeing 737-800
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDallas to Providence via Charlotte
Date FlownJune 2022
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 airline is awful in almost every way"

(United States)

Trip Verified | This airline is awful in almost every way. I normally fly Delta and god I wished I stuck to that. 3/4 of my flights got delayed with the last delay being so long all the people around me missed their flight, luckily my layover was long enough to just barely make it to my gate on time. They had us waiting for our luggage at a baggage return but what they didn’t tell any of us was they had actually put it somewhere else despite the screen saying it would be right there. The girl at the gate wouldn’t let me check in my bag and told me I would have to do it at the gate. I told her I had stuff they wouldn’t allow past security (soaps and stuff above 4oz) and she didn’t care. Ended up losing a lot of shower items and I spent a long time crying. Security guy showed me more compassion that anyone working for American Airlines. They were all so incredibly rude. Last but not least one of my flights had used masks under the chair and gum on the inside of my seatbelt with crumbs all over the seat. Will never fly again can’t pay me enough money for this nightmare of an airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Juan to Charlotte
Date FlownJune 2022
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

"first boarders use up all the overhead spaces up front"

(United States)

Trip Verified | The first boarders use up all the overhead spaces up front. 1) Because they are too lazy to carry their bags to their seat. Hopefully there is a special place for them and people that can't return their shopping carts. 2) Because the stewards and stewardess allow them to do this, right in front of them. Now after recent back surgery I have to carry my bag past my seat and to disembark at the completion on my trip I have to wait for everyone to exit so I can go back and get my bag. You should be ashamed of yourself for not being strong enough to enforce you own rules.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteOrlando to Philadelphia
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Garbage airline with rude workers"

(United States)

Trip Verified | On the trip out, they lost my luggage and I was stuck waiting on the airport for 6 hours for my suitcase. On the way back, multiple hour delay in Orlando. There was only one flight out of Charlotte, and I had allowed a lot of time to ensure I would make that connection. But, the delay was too great. American would not hold the connecting flight, even though it was the last flight out and they would only have had to wait about 15 minutes for us. So, I was stuck overnight. They sent me to a hotel with a voucher with someone else's name, which I didn't notice. Then, they spoke directly to the hotel and invalidated my voucher after I was showered and settled in. They didn't contact me directly at all and refused to take my calls. The hotel told me American Airlines said I "didn't qualify for a hotel voucher." So, being trapped overnight doesn't get you a hotel? So, I had to pay out of pocket for a hotel to which they had sent me. Garbage airline with rude workers. When I was stuck overnight by Southwest last year, they gave hotel vouchers out without any question at all. So, this is specifically American Airlines that treats people this way. Also, to get me back, they sent me on a flight with yet another connection, so 7 more hours of flying when the flight they made me miss was half that, not to mention the layover at LaGuardia that I really didn't want to have. A whole day lost and I had to pay out of pocket for the privilege. I think American Airlines forgets that the citizens bailed them out with tax dollars.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteOrlando to Dayton via Charlotte
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"American Airlines was a nightmare"

(United States)

Trip Verified | Venice to Phoenix via Philadelphia. American Airlines was a nightmare. As we landed in Philadelphia, our flight to Phoenix was cancelled. We stood in line for hours to re-check in our luggage after custom and to find out if there were other flights. We were treated by the American Airlines staff as packages. The lady that did my check in in Philadelphia had me pay again my extra bag saying that it was overweight. I had already paid the extra bag in Venice. She told me that I was lucky she did not charge me more. My son said that a bag doesn’t just gain weight on a flight, and it all seemed very suspicious. She told him that she did not talk to children. My son is 18 and in college. Her attitude was horrible. I ended up having to pay another $100. She disrespected me and many other passengers. We were placed on a flight for Las Vegas, but after 2 hours on the plane, they had us all get off the plane. The reason: crowded air traffic and no pilots available. We had to wait 3 hours in a long line to find out what was next. Midnight approached. Only 3 people were working with hundreds of passengers in line. Some had small children. One had a very tiny baby. Some had pets. Some were elderly people who were struggling and tired. Some did not speak English and did not understand what was happening. All while one of their staff members was laughing out loud while telling us that none of us was gonna get on any flight until Friday. Her attitude was inhuman. Passengers pay her pay check, and she was treating them like garbage, laughing at them. People were crying and in emotional distress. It was heart breaking. Around 1:00 am, we finally got boarding passes for other flights. However, we had to pay our own Uber and hotel because the flights were the day after and no vouchers were given to us. At 1:30 am, the American Airlines staff stopped serving those passengers that were left in the long line and shut down the assistance. Those people were left hanging until the day after. Some won’t reach their destinations until Saturday night. This is unacceptable. My son and I got extremely sick. I won’t go into detail, but all of this affected other plans and a work trip I had coming up on Sunday. Can’t travel if you are sick, and American Airlines is responsible for every bit of it. I am home and resting now. My thoughts go to those who were left hanging and are yet not at home. I travelled a lot in my life, and this company gave me the worst experience ever. I will never again fly with this company. I should receive a refund for paying again the extra bag twice, the hotel, the Uber, the doctor’s bill, and the emotional distress.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteVenice to Phoenix via Philadelphia
Date FlownJune 2022
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

"crew member was rude to me"

(United Kingdom)

Trip Verified | One thing I’ve noticed over the years - some, not all, but some of the crew are simply insolent. I am absolutely not ageist, but the sighs and groans and rolling of the eyes tend to come from the older crew, it’s now too much for them so they get upset when you politely make a reasonable request, like ask for something. One older crew member was rude to me, not badly but you just wouldn’t say certain remarks to someone who’s perhaps paid quite a bit of money for a business class cabin. Years ago, a company executive said to me that if the bosses don’t know what’s going on, they can’t do anything about it. No welcome drink. No breakfast. Lazy. Should get a part refund to be fair. Gate staff at Miami were disrespectful.
AircraftBoeing 777
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteMiami to London Heathrow
Date FlownJune 2022
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

"treated like cattle"

(United States)

Trip Verified | Do not fly with American Airlines. I spent the entire day in airports while they tried to find pilots to fly their planes. My destination was BOS and after having 3-4 hour wait and even boarding the plane and then de boarding the plane I went to customer service to return to my original destination. I know other airlines are having the same issues but to be treated like cattle and causing emotional stress and anxiety for passengers is not a way to run an airlines. They do not deliver what they offer and choose another airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCharlotte to Sarasota
Date FlownJune 2022
Ground Service 12345
Value For Money 12345
no
1/10

"stuck at LA For three days"

(United Kingdom)

Not Verified | Most disgusting. I am traumatised and having nightmares of how I have been treated flight after flight been cancelled. I was stuck at LA For three days. Never using it again and I wouldn’t recommend this to anyone else. Please do not use this airline.
AircraftBoeing 777
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNadi to London via Los Angeles
Date FlownJune 2022
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

"This was a horrible experience"

(United States)

Not Verified | When I arrived in Dallas my connecting flight was canceled. Getting help was a nightmare! They finally wanted to put me on a flight that would arrive at 11:50 pm the next night. I was going to a family reunion and would have missed all but one event. I found a flight on Southwest and booked it. Then they told me that because I was not continuing my trip with them I could not get a hotel voucher. They finally gave me one, but the hotel had bed bugs. Even the reviews for the hotel mentioned the bed bugs. Now I'm trying to get a refund for my canceled flight but every time I get to the part to submit my request I get an error on the page and it won't go through. This was a horrible experience.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSacramento to Charleston via Dallas
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"they didn’t even hold the door"

(United States)

Trip Verified | They delayed us in Austin for over an hour for no reason, and then after running to the the gate with a baby, we caught the gate open, and they closed the door on us. We arrived at the gate at 435 and the flight departed at 445. They are so rude at customer service, because more than 11 of us lost our flight due to their delay and they didn’t even hold the door.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAustin to Madrid via Dallas
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no