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

"A whatever attitude"

(United States)

Not Verified | Gulfport to Portland via Phoenix. 6:10 am flight cancelled late night. Changes to an earlier departure with a lengthy connection. They could care less. Missed business appointments and left with a middle seat. Will do everything possible to never fly this airline again. Beyond anything, I could imagine. The worst. No empathy no offer for assistance. A “whatever” attitude. There are options
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteGulfport to Portland via Phoenix
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
5/10

"emergency exit seats were empty"

(United States)

Not Verified | My flight was returning at 9.00 pm from Philadelphia to St Louis last night. I upgraded my seat to be closer to the front of the plane to not get stuck near the bathroom where I was. This cost me $21 which I chose to do willingly at check in. When I boarded the plane it was a 6 seat across aircraft but I don't remember the model. It was mostly empty so when I saw how empty it was I asked if I could move anywhere I wanted to and the Stewardess said anywhere but the emergency exit seats or first class. I get the first class thing but the emergency exit seats? Seems like they'd want someone there to handle the doors for emergency purposes but she said they are premium seats and its against the rules. I think I could do a good job with the seats since I am 6'2" 210 lbs former Marine in shape. She did a good job and was very pleasant so I don't fault her. American Airlines has a silly policy is all I think. All those emergency exit seats were empty so there was nobody there to man the exits. Seems dumb. Like a governmental bureaucratic policy deal. Everything else on the flight was fine.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSt. Louis to Philadelphia
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Will never fly AA again"

(United States)

Trip Verified | Dallas to Corpus Christi. Worst customer service ever! Bought 2 tickets for $400 each. No seats. Got to the airport early to check-in (even checked in online 24 hours prior). Told we had to wait to get our seats after all customers had gotten theirs because we had Economy Class tickets. Have to wait in line again. Will never fly AA again. Will pay extra for any airline that treats customers better. Cannot imagine Delta doing this.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDallas to Corpus Christi
Date FlownOctober 2018
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

"their terrible attitude really didn't help"

(United States)

Trip Verified | Atlanta to Miami with American Airlines. The worst service ever. Here’s what went wrong: 1) The person boarding was mean and horrible (I wonder how a person this unpleasant is allowed to be in any passenger facing role) 2) The manager was mean and horrible 3) They let me know that they needed to check my bag. When I said that I would like to speak to a manager because I am not comfortable with that, they were yelling and said I had 2 minutes to get on the plane. Their first move was to give an ultimatum. I would have understood had they asked nicely, but their terrible attitude really didn't help.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAtlanta to Miami
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"most disappointing experience"

(United States)

Not Verified | New York to Rome. I am an American Advantage Gold member who has flown to Europe multiple times using AA and its British Airways partner. In July, I purchased a Business Class ticket for 9/19 through American Express travel that was billed as British Airways #1585. I checked in at JFK 3 hours before the flight to learn that it was actually AA #236. That didn’t seem to pose any problem since my Business Class ticket was in AA’s system I was given a boarding pass for a Business Class seat 10A around 2:30 pm for my 5pm flight. Sometime during the next two hours, while I relaxed unaware in the Admirals Lounge, I was bumped out of my seat to a “Premium Economy” seat. I received no email notification nor was there any notification on the AA app. When I arrived at the gate expecting to walk into Business Class I was stopped and given an ultimatum and five minutes to decide whether to board and take the downgrade or roll the dice and fly the next day, losing a day of vacation. Of course, AA already had my luggage on the plane. The explanations I was provided for this incident were conflicting but none of them is acceptable. I was told I had purchased thru British Airways. Why should this matter? If BA premium tickets are subject to revocation then the partnership with AA is a sham. I was also told by an agent on the phone that there had been an equipment change a few months ago resulting in fewer Business Class seats available. If so, why was I issued my Business Class boarding pass at check-in, and why wasn't I notified in advance? I was also told at the gate that American had simply “oversold” Business Class and that even though I’m an Advantage Gold member I was first on the list to be downgraded. If so, that is a despicable practice. Passengers at the gate and seated around me on the plane were equally appalled. No one had ever heard of such a thing. I have been offered a voucher for future travel but I promise you it cannot begin to compensate for the ruining of the start what was supposed to be a dream vacation. I now will spend the next several weeks dreading the possibility that the same thing could happen to me on my return home from Rome. If Business Class seats mean nothing and can be downgraded what is the point of having them and what is the point of spending all that money? I was then told that I would be afforded “Business Class” treatment and amenities in my downgraded seat location but (no surprise) that was also a failure. I have been an American Advantage customer for over 30 years. This is by far the most disappointing experience I have ever had with any airline. I have lost faith in this airline.
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteNew York to Rome
Date FlownSeptember 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 flying American again"

(United States)

Not Verified | Washington DC to New York. Absolutely the worst airline to fly with and the customer service representative was cutting me off as I was speaking while I was trying to explain my situation. Typically with other airlines I'm given a confirmation email that I'm checked in after checking in online, but I was not given one so I called customer service to verify. I had already screenshotted the website saying I'm checked in. The 1st customer service rep put in my confirmation number and said I was not checked in. So I told her I had clearly checked in online and she said "Well, I have no answers. You can take it up with our web services. I have no idea why you're not checked in." She switched me over to the "web services customer rep", who when asked said "you're checked in" without asking for any confirmation number or my name. So I explained that the other customer service representative had put in my number and specifically said I'm not checked in, at which point this customer service rep cut me off and said "you're checked in. I don't know what else to tell you." and when I asked her how she knew I was checked in if she hadn't received my information, she said "You're checked in. I'm giving you a straight answer that you're checked in. You can go to the airport now and verify if you want." Is that really the answer AA gives to its customers when their own employees are giving customers inconsistent answers? Never flying American again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteWashington DC to New York
Date FlownSeptember 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, horrible service"

(United States)

Trip Verified | Dallas to Laredo. Worst airline, horrible service. They changed our gate and never told anyone. 10 of us all stranded. We even made the gate before they closed the door. They closed the gate in front of us and said sorry flight closed. Seriously. Not a single notice, text alert or announcement. We sat at the wrong gate for 20 minutes without a single notice then ran to the other gate when another passenger his flight was just changed to our gate. Customer service agent working gate 23. Horrible. Wouldn’t give us the name of the gate agent because was worried the agent would be fired and she wouldn’t be able to find another job.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDallas to Laredo
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"airline is a disorganized mess"

(United States)

Trip Verified | Omaha to San Francisco via Dallas with American Airlines. This airline is a disorganized mess. Do whatever you have to in order to not fly this airline. They overbook flights and beg paying customers to wait for additional delays due to their poor planning. Besides being generally disorganized and thoughtless with customers valuable time, they waited until the entire plane was boarded to inform us that we were delayed by an hour and would have to wait in the plane as they did not have a runway for us to take off or land on. They had us board so they could trap us on the plane with no choice but to wait. This is ridiculous.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteOmaha to San Francisco via Dallas
Date FlownSeptember 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
10/10

"Very uncaring, unprofessional airline"

(United States)

Trip Verified | Baltimore to Phoenix via Fresno with American Airlines. Started off poorly. Upon arrival at BWI, received text that flight had been canceled but rescheduled at Reagan Airport, in another state. No comp offered even though the wait was 5+ hours. In Phoenix, boarding agent gave us a red tag. Discovered we had to attach to bag and give to crew at airplane door so they could handle due to lack of space. When we took off, we counted no less than 4 completely empty bins overhead. Upon arrival, bags arrived on ramp and just passed around among the waiting passengers. Coming back from Fresno, through Phoenix, the flight was delayed while they tried to find their pilots, per flight attendant's announcement! Top prices for tickets no longer mean good service with American. Very uncaring, unprofessional airline. Their rep as an airline always on time, and the top of the heap airline is gone, gone, gone. Would recommend choosing another airline unless you have no choice.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBaltimore to Phoenix via Fresno
Date FlownSeptember 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

"disorganized company that clearly doesn't care"

(United States)

Trip Verified | I flew from MSP to NYC with a connection through Charlotte. The weather in Charlotte was bad (obviously not anyone's fault) so I ended up having to fly the next day. Then, on my flight back to MSP that connected again to Charlotte, my flight was bumped up 2 hours earlier without any notification whatsoever, which I didn't realize until I tried to check in to my flight. The AA representative in New York was incredibly helpful, rebooked me though Chicago asap and personally escorted me to the front of the TSA line so that I could make the flight that was currently in the process of boarding. I somehow made that flight, only to be stuck on the tarmack once we landed in Chicago because no gates were open. Because of this I ended up missing the connecting flight into Minneapolis and having to stay overnight in Chicago airport, as was the case with multiple other passengers on that flight. AA didn't offer any further accomodations other than rebooking, which I guess is just the price you pay for trying to travel if you're poor. The frontline staff who work for American Airlines are nice and helpful and I'm sorry that they have to stand by their disorganized company that clearly doesn't care about its customers.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York to Minneapolis via Chicago
Date FlownSeptember 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