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 5920 reviews
2/10
3 star Skytrax Rating
Filter Reviews by :
Show
1/10

"never fly American Airlines again"

(United States)

Not Verified | Took 7.5 hrs to “find” 4 bags. We never left the airport .. we got there on time for a departure to Dallas, TX. We were delayed an hr due to weather but then boarded the plane. After a little over 2 hrs, we were then forced to deplane because the pilot’s hours were timed out. We received help pretty quickly and were told to pick up our bags for baggage claim. We then waited for over 3 hours to be told over and over again that our bags were coming shortly. My husband and I finally gave up and went to eat. We came back a couple of hours later (around 9:45pm-10pm) and our bags weren’t there. The excuse that they originally gave us was that there were only 2 people unloading planes because of a shift change and they were doing on-time flights as a priority .. it’s not like anyone can control the weather and the circumstances that follow after bad weather. After a ridiculous amount of hours waiting, we finally got our bags. We were never offered any kind of upgrade or anything for our wait time. Ridiculous service. We will never fly American Airlines again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteTucson to Dallas
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
9/10

" Thank you all for your care"

(United States)

Trip Verified | I am traveling for the first time with my service dog. My flight from Dubuque to Chicago and Seattle was cancelled due to fog. The service attendant Andrew was so helpful to me. He was able to get me scheduled on later flight to Chicago and then Alaska Airlines from Chicago to Seattle. TSA was also very helpful. Thank you all for your care.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDubuque to Seattle
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"staff were disorganized and mismanaged"

(United States)

Trip Verified | American Airlines are terrible. Made me get off the plane to search my bag even though I told them there was no lithium battery. Further delaying my (already delayed) flight, they made me unpack and unzip every part of my suitcase to search for a lithium battery. They did this with multiple passengers, making a flight that was only half an hour delayed, delayed for over an hour. The staff were disorganized and mismanaged with people giving me different answers. I know they were just trying to do their jobs, but taking me off the plane to put all my clothes on the floor in the airport after I’d already boarded was nonsense. American has never been my preferred airline and I obviously won’t spend my money with them again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCharlotte to New York JFK
Date FlownDecember 2019
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

"sit in the terminal for 10 hours"

(United States)

Not Verified | Dallas to Philadelphia. This airline is a solid -1 out of ten. Literally any other airline is better than this one, unless you want your flight getting delayed to the point of it's crew going illegal. We had to sit in the terminal for 10 hours because of delays and they had to delay the flight for another 15 minutes after that for "log issues" or something like that.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDallas to Philadelphia
Date FlownDecember 2019
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

"Rude and disrespectful"

(United States)

Trip Verified | My New York to Phoenix flight did not have charging ports. On my way back to New York I was threatened by an American Airlines employee just before boarding the flight. She was so nasty and rude and I was threatened in front of other passengers and my child. My child was so scared, they allowed other passengers to put small items and their jackets in the overhead bins so that there was not enough room for the rest of us to put our carry-ons in. I was in a strange place with a young child and the employee told me that she would leave me behind and to top it off it was Christmas eve. I will never fly with American Airlines again. Rude and disrespectful, I was the last class number 9 to board and I was treated like last class. I am a military mom coming back from visiting my son. American Airlines employees have no people skills, and on a 5-hour flight, all they give you is stale pretzels. I have never been shown so much disrespect and I have never been threatened in my life by anyone. I always follow the rules and many times I have been on an airplane and I have never encountered something like this.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNew York to Phoenix
Date FlownDecember 2019
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

"felt so disrespected"

(United States)

Not Verified | New York to Paris. My American Airline's flight has been completely awful up to this point and it hasn't been a few hours into our flight. Leading with boarding issues originating from delays. Which was reasonable in light of the fact that it had to do with the weather yet when I asked one of the workers posing a basic question about what time until are next flight which they answered with "I don't know" and returned to what they were doing. After at long last getting onto the plane I genuinely saw the absence of client assistance this spot advertised. Asking help with modifying my seat since it wasn't working and having them blow up and give me a grimy look was something totally uncalled for. There were more occasions that I've felt affronted on this flight yet I won't name everything. Despite the fact that I understand the weather is out their control I felt as though they indicated almost no consideration towards others. Never have I at any point felt so disrespected by a whole group and hence I without a doubt will not be flying American Airlines until the end of time.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteNew York to Paris
Date FlownDecember 2019
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

"not acceptable at all"

(United States)

Not Verified | Dallas to Des Moines. I arrived in Dallas at 12pm my flight to Des Moines was suppose to depart at 3:20pm, at 2:59pm they tell us are gate is switched, we go to that gate and then tell us we are departing at 4:21pm. Then they make us switch gates again and don’t board until 4:30pm. We finally get to board and then someone puts the wrong fuel into our plan so we have to wait for them to empty out the fuel and put new fuel in. Then they say we are good to go, right when we start moving than they say that something is wrong with the door and we have to wait for someone to come fix the door. This is definitely the worst airline I have ever flown on and it is very very annoying for this. I would never and I mean never recommend American Airlines to anyone. Horrible airline. They seriously need to step it up and give refunds out or close down. I have been at an airport all day is this stuff does not help. I understand mistakes happen but this is not acceptable at all.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDallas to Des Moines
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"they just didn't seem to care"

(United States)

Trip Verified | Orlando to Chicago via Fort Wayne. 2 cancelled flights due to weather. Next flight was not until 30 hours after original flight. I had to fly to a different city, Uber to my house then drive up to my family for Christmas the next morning. American Airlines offered no compensation for these expenses. I understand that weather is out of their control; however, they just didn't seem to care.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteOrlando to Chicago via Fort Wayne
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"customer service is the worst"

(United States)

Trip Verified | Hong Kong to Dallas Fort Worth. This is Anerican Airlines longest route. The customer service is the worst, the attendants are not well dressed, no smile or eye. While serving, if we ask some thing they terribly look at us. These crews should have been put on some other airlines as a passenger. If I get other options for my travel, I will never book American .. the worst, the worst.
AircraftBoeing 777-300 ER
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteHong Kong to Dallas Fort Worth
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
5/10

"upgrade list is horrible"

(United States)

Not Verified | Miami to London. I am executive platinum and would not become loyal to American Airlines. First their upgrade list is horrible because even if you have free upgrades it’s based on your miles and not your frequent flyer miles your how far you fly miles which always puts me in economy. There planes are good the staff is good and the food is good (for plane food). So, I wouldn’t be loyal but I would fly them.
AircraftBoeing 777-300
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMiami to London
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes