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
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1/10

"did not even load up our bags"

(United States)

Not Verified | Dallas to Milan via Miami. Flight itself was not bad, however they did not even load up our bags on a two hour layover. Presently, no one will tell us how to get reimbursed for all our business clothes we had to buy in Milan and no idea when that reimbursement may come or to what extent. No question this is by far the worst airline in the world, and because they have all the gates there is no business way of making them any better. Additionally, all of the other airlines in the one world alliance have gotten worse because of the relationship. I’ve been trying to avoid them but it’s next to impossible if you have a tight schedule.
AircraftBoeing 777-300
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDallas to Milan via Miami
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

"I was no longer able to check in"

(United States)

Trip Verified | Los Angeles to London. When I arrived at the check in counter in Los Angeles I told the American Airlines employee that my flight was about to start boarding and I needed to check in immediately and the automated kiosk had not worked for me. The employee directed me out line for “main customer service” to a priority automated kiosk and told me to go to that counter if it didn’t work. I proceeded to do as I was told by the employee. After the automated machine still didn’t work I went to the priority counter which directed me to the counter next to them, who when I got to that counter directed me to the original counter I was in line with. When I got to the front of that line I was told I was no longer able to check in due to time being too close to the take off time by 5 minutes. I was deceived by multiple American Airlines employees who sent me to multiple counters and forced me to miss my flight by giving me false information. I had to book a completely different flight the following day to get to my destination. Multiple employees hindered my ability to get to my flight and were extremely unprofessional during the entire process.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLos Angeles to London
Date FlownDecember 2019
Ground Service 12345
Value For Money 12345
no
5/10

"very poor business class experience"

(United States)

Trip Verified | Cancun to Philadelphia. A few months ago I flew AA business and I was hoping to get the same positive experience on this flight but that was not the case. Flying on this aircraft was a novelty experience and that is why I booked it. AA will be retiring the Boeing 767 soon. The business cabin was comfortable and the single window seat was great. AA just keeps getting service wrong. The pre-flight beverage was a plastic cup of water. First time on business I’m not asked what I wanted to drink pre flight. Once up in the air, snack and food was all served immediately. I went for the chicken option and it was ok. The business cabin only had 6 passengers and that included me, however the crew was just going thru the motions and although the job was done there was no interaction whatsoever. Long faces and no eye contact or follow up after service for the entire 4hr flight. WIFI only worked towards the end of the flight, we had the old school screens attached to the ceiling and no headphones where offered. A very poor business class experience on such an iconic aircraft. AA you need to get it together. Very sad flight coming home for Christmas.
AircraftBoeing 767-300
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteCancun 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
yes
3/10

"the seat assigned was broken"

(United States)

Trip Verified | On both our departing flights leaving Sioux Falls, SD and Dallas Tx we were delayed 2 hours. On the flight from Sioux Falls to Dallas I was unable to sit in the seat assigned to me which was by my husband as it was broken. Also we had requested wheel chair assistance and in Sioux Falls had no one help us. We did have someone help us in Dallas only after we had gotten half way through security.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSioux Falls to Dallas
Date FlownNovember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"fly another airline"

(United States)

Trip Verified | Destin/Fort Walton to San Antonio via Dallas Ft Worth. What an overall terrible airline. My wife and I each fly probably 10 or more times a year on average for work and vacation and we try to avoid American Airlines like it’s a plague. At least 8 out of 10 times we have flown American, our flights have been delayed or cancelled, or they schedule very short layovers and their delays cause you to miss your connection. This morning they just cancelled our connecting flight. Then, as usual, blamed it on weather (othere’s not a cloud in the sky at either airport). Then the delays and cancelations force you to deal with their terrible customer service, I will not even get in to that, it’s a whole other review on its own, and there are plenty out there already. Bottom line, if this company wasn’t a borderline monopoly then they’d be on their way out of business already. Unfortunately there sometimes isn’t another choice, but if you can help it, fly another airline.
AircraftBoeing 737
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDestin/Fort Walton to San Antonio via Dallas Ft 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
1/10

"worst airline I have ever flown"

(United States)

Trip Verified | Rochester to Las Vegas via Charlotte. The worst airline I have ever flown. All legs of my flight were delayed. Ended up missing a connection. On the return flight, we sat on the runway for over an hour with maintenance issues. Unable to connect to Wifi during any flights. Also, no electric outlets on any of the flights. The Stewardess was quite rude to me personally. One star rating given because I can not give a lower rating,
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteRochester to Las Vegas via Charlotte
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

"I had nothing but problems"

(United States)

Not Verified | I had nothing but problems with American Airlines. We went to Miami in November. While there, we purchased new luggage. When we got home, one of the new pieces had one of the wheels broken off. We went to baggage claims and they told us they would start a claim but did not think this one could be fixed. She was very nice and offered a replacement bag for us to get our stuff home in one piece and suggested we call when we get home. We did and at first, they told us we accepted a replacement piece so that closed the case. The brand new piece we purchased was almost $400 and they replaced it with a piece you could get on Amazon for $69. I told them this was unacceptable. She said she would have to speak with a supervisor and would get back to us the next day. I never heard back from them. So after a week, I called them back. Was told the person handling my claim was not there but took a message and said she would call back when she was in at work the next day. Again, no return phone call. I waited another week and still no call from them. I finally called them back and spoke to someone else. He also told me that I had accepted a new bag and the case was closed. I explained everything again and said that was unacceptable. He said he would talk with a manager and call me back. No return call. I called him back after a day or two and he said the manager agreed to pay for a replacement bag and he was sending me an email. In the email, it said I needed to send them a copy of the receipt. I did that right after I read their email. A few days later, I got another email saying they were sending me a check for the $389 replacement cost but had to return the bag they gave me to the airport. I drove an hour and forty minutes one way to return the bag they gave me. It took almost an hour to convince the people at the airport to accept the replacement bag back. I then had to call them again to ensure the system showed I returned it. A day later later I called again and they just sent me an email saying they were sending a check. I called again and asked why it was only for the $389 and not for the set they destroyed and what about the tax I paid. He said they do not reimburse for those things and the case was closed. I must say, if this is the way they treat customers who try to be brand loyal, I am just going to fly with whom ever is cheapest from here on out! If my loyalty means nothing to them, then I wont give it to them. I even offered to accept flight credit or even points at the beginning to make it easier on them.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMiami to Chicago
Date FlownNovember 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
2/10

"hope I don't have the same problem going back"

(United States)

Trip Verified | 1.5 hr delay Chattanooga to Dallas. 11 hr delay Dallas to Amarillo. This is my first and probably last flight with American Airlines. Just hope I don't have the same problem going back. Plane was supposed to leave Dallas at 12.02 am but postponed til 10.53 am. Only compensation was a $12 meal voucher for the 11 hour layover.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteChattanooga TN to Amarillo TX via Dallas
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"This airline is awful"

(United States)

Not Verified | Clearwater to Mexico City via Miami. This airline is awful. We bought tickets I expect to get on the plane with no issues but we didn't, our tickets were standby. We booked to go to Mexico City at 20th December and were still in the airport looking if there's room on the plane so we can get on.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteClearwater to Mexico City via Miami
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"transatlantic flight was terrible"

(United States)

Trip Verified | Philadelphia to Zurich. This transatlantic flight was terrible! The interior of the aircraft was old, seats were uncomfortable and barely reclined. There was no in-seat entertainment system, they broadcast 3 'motion pictures' but none of which I could watch because the audio wasn't working at our seats 33A and 33B. Our reading light and attendant button also didn't work either. Nowhere to charge devices, relied on the airline to provide this and expectations were not met, it's 2019 and nearing 2020 and we couldn't find a USB port at our seats, even public buses have these. No entertainment, no comfort for a long-haul flight. Just a terrible transatlantic flight, we paid so much money for such an awful experience. Disappointed, dissatisfied and will not be recommending this flight to family and friends. Don't want them to experience the same issues.
AircraftBoeing 767-300
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePhiladelphia to Zurich
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