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

"service is bad and unprofessional"

(United States)

Trip Verified | Charlotte to Indianapolis with American Airlines. The worst airline of all! Everyday, every flight, they seem to lower the bar and prove they are the worst. Flights are always delayed, service is bad and unprofessional. If there’s a way they can make passengers miserable, they find it and do it. I’ll take a later flight from a different airline as they still get there sooner. Never again!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCharlotte to Indianapolis
Date FlownNovember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"wonderful experience"

(United States)

Trip Verified | Nashville to Philadelphia. I had the most wonderful experience aboard this aircraft. I was greeted with smiles from the young lady scanning my ticket to the kind flight attendant whom I had such fun guessing where his accent was from. If you want to have a lovely flight I would suggest flying from Nashville to Philadelphia if this crew is on board. I fly frequently and American has moved to the top of my list for preferred airlines. Thank you for such a great experience! (As a reminder to the public - share your good experiences as much as you share your bad. The world will be a more beautiful place for it)
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNashville to Philadelphia
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
yes
1/10

"poorly trained staff"

(United States)

Not Verified | Los Angeles to Columbus. This is by far the most poorly trained staff I’ve ever experienced flying. With not much time before my flight I needed help finding the fastest way of getting my boarding pass and going through security. When told I couldn’t check in at the front desk they gave me a late check in slip and told me to go to the security line. When I got to the security line they wouldn’t allow me through without a boarding pass which was not given to me by the American Airlines staff. Due to the back and forth of being pointed in the wrong direction by 3 different American Airlines employees I eventually missed my flight which I needed to make for work. Train our staff for these situations because you clearly don’t understand or seem to care about the impact misinformation and general cluelessness by “professionals” under your company can do to someone.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLos Angeles to Columbus
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
1/10

"Horrible customer service"

(Canada)

Trip Verified | My friends and I were supposed to be flying to New Orleans but our flight was cancelled due to weather. The airline promised us over the phone that if they flew us to Mississippi instead that they would reimburse us for any car rental costs to get us to our final destination. We agreed to fly to Mississippi because of this agreement. They said we can just call them and they'll walk us through how to get the refund and it will be an easy process. Once the trip was complete I called the airline and they said they can't do anything over the phone and to contact their customer support email. I did so and they said there's nothing they can do and they don't refund car rentals ever. There was a lot of back and forth, I explained that we were guaranteed a refund and they refused to honour that guarantee and kept repeating that they got us to Mississippi and that was their only responsibility. Horrible customer service. Will never fly with American Airlines again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Charlotte via Gulfport
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"not recommend this airline"

(United States)

Trip Verified | Las Vegas to Dallas. We boarded on time, things were looking good, and then we sat on the runway for an hour. Then we got off the plane and found out it would be another hour at least(its been 2 now). I missed my connecting flight and had to reschedule but the soonest flight wont get me to my destination until tomorrow mid morning. Wouldn't have been a big deal except I am now paying for a hotel room that I'm not using, missing my husband's graduation from basic training, and paying $300 for a rental car. I would not recommend this airline to anyone.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLas Vegas to Dallas
Date FlownNovember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"not flying American again"

(United States)

Not Verified | San Antonio to Albuquerque via Dallas. I had the worst experience in my 40 years of flying with this airline. Late flights, which caused me to miss a flight, I did get on a flight that put me in Albuquerque at one o’clock in the morning (it was late, also) and to add insult to injury, my luggage was still in Dallas. They had five and a half hours to get their act together and get the luggage in the right place. I am still waiting for my luggage to be delivered to me. I have been told it is out for delivery, but no sign of it yet. They also kept changing gates for the flight that kept getting delayed. The bus would’ve been faster. Nope, not flying American again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Antonio to Albuquerque via Dallas
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

"indifference staff showed was appalling"

(United States)

Trip Verified | Nashville to Laredo via Dallas. I was supposed to depart at 6:30 AM arriving in Laredo at 11:09 AM for a meeting. Went to bed early for the early to find a text indicated my flight was delayed to 12:00 PM - they rebooked me on the 5:00 AM - arriving 12:39 PM. Every flight I have taken on this airline this year have had at least one leg with problems. When it happens, the indifference their staff showed to passengers was appalling. Their problem started with their people, which explain equipment problems then operational problems
AircraftEmbraer 175
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteNashville to Laredo via Dallas
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
1/10

"the worst airline so far"

(United States)

Trip Verified | Miami to Georgetown. I am so upset with this airline. They have the worst customer service both in person and on the phone. I missed my flight because they gave me the wrong gate code. The gate code that they sent me via text said that it’s departing at gate E31. I checked on the information screen posted all over the airport and the the same gate was written and said gate E31. There was no recent text or update after that and when I went to the gate, there was nobody there and I checked the online status and the gate change to D60. The person I talked to at the rebooking booth literally told me that I should be checking their online app. I thought that the information provided via information screen all over the airport are updated as well. I also opted to get text notification for any changes but there was none sent out. They wanted me to call the number and the wait was an hour long. They can’t do anything for me. They won’t even allow me to book to the next earlier flight that they have because the connecting flight is not American Airlines. They obviously only want to book it through their airlines. They could have book me a flight to Nassau and got a connecting flight from there but they refused to do so. They wanted me to wait the next day for their airline. I even showed the guest services the pictures and text that I received and yet nothing was done for me at all and I am stuck in the airport for two days. This is the worst airline so far.
AircraftAA4387
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMiami to Exuma
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
1/10

"never fly American Airlines again"

(United States)

Trip Verified | Honolulu to Los Angeles. When we showed up to check our bags on our return flight nobody was working the baggage counter. Apparently this airport in Honolulu baggage claim closes for 5 hours in the morning from 7-12 and American Airlines failed to mention it. When I called they said I didn’t call to check the baggage counter hours so I am to blame. This airline is the only airline to close their baggage counter in the airport. They refused to assist in any way. I will never fly American Airlines again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHonolulu to Los Angeles
Date FlownNovember 2019
Ground Service 12345
Value For Money 12345
no
1/10

"They were not willing to assist"

(United States)

Trip Verified | Norfolk to Peoria via Charlotte. This is a customer service review, not a flight review. I had military obligations come up requiring me to be on duty for the date of my flight so I would not be able to make my flight. They said I would not be able to cancel my flight or move it unless it was a change of order and first had to contact the commanding officer. Anyone with military experience knows that is unreasonable considering a CO doesn’t have time to deal with moving someone’s flight. They were not willing to assist any further than that. If you’re military I recommend looking elsewhere.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNorfolk to Peoria via Charlotte
Date FlownNovember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no