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

"very uninterested in helping us"

(United States)

Not Verified | This review has nothing to do with my last flight. It has to do with the inflexibility of American Airlines with their customers. The American Airlines employees are very rude and very unwilling to help. They will immediately react in a negative way when a customer tries to receive a little flexibility. In this case I am having to cancel a trip due to Hurricane Dorian which is hitting Puerto Rico tomorrow and coming to Miami this weekend. My trip was with another executive who also had to cancel his trip due to his flight leaving from PR. I called AA and only asked them to honor my ticket for another time this year and they denied my request. My trip was due to return this coming weekend of 08/30/19 at the exact time the storm or hurricane will be passing through Miami, Florida. The two employees and the supervisor we spoke with in order to resolve this were very uninterested in helping us resolve this issue. What I see is that American Airlines does not care about the clients and does not respect loyalty to their company and brand. All they care about is squeezing the last dollar amount that a client may have when a bad situation like this comes about. I can honestly say that American Airlines is probably the worst airline in the US because they do not value their customers.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMiami to San Juan
Date FlownAugust 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

"no concern for paying customers"

(United States)

Not Verified | American Airlines knew a bunch of us were going to miss the flight to PCB, FL due to bad weather in Dallas Fort-Worth and the plane left regardless. The next flight was 8 hours later! You would think they could have held the plane a few minutes longer allowing us to get on. Rebooking was a long and tedious process. I had to call, it wasn't automatic. They have no concern for paying customers.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePhoenix to Panama City
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"continue to do things that defy logic"

(United States)

Trip Verified | Booked a first class ticket from Dallas to Orlando on August 22 for $1K with American Airlines. Called to see if I could change the departure date 1 day earlier, same flight. Customer Service said it would be $300 additional for price difference in flight and change fee. You would think that at some point, the company would get it. That they would value their customers. However, the continue to do things that defy logic while solidifying their extremely low rankings among their competitors. I will continue to fly Southwest Airlines as much as possible going forward while insisting my 100 employees do the same.
Type Of TravellerBusiness
Seat TypeFirst Class
RouteDallas to Orlando
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"no way of making connecting flight

(United States)

Not Verified | I booked a flight from Philadelphia to Martha's Vineyard. I had to get a connecting flight in Boston to Martha's Vineyard. I bought the ticket online - American Airlines I'm assuming chose the times the connecting flight would depart. Cape Air staff was friendly, and even though I was terrified at times by the size of the plane, I made it to Boston on my way home to Philadelphia. The complaint I have is the ticket American sold me allowed for 50 minutes to get off Cape Air, run through the airport in Boston, go through the lines at security, and run to the departing gate. I asked four American Airlines employees where I needed to go and they all told me something different. One woman took my boarding pass, logged the number into the kiosk and told me my flight had already left. She then told me to talk to a second lady behind the counter who asked me for my boarding pass and when I turned and asked the fiirst lady for it she said she didn't have it. It was crumpled up in her hand. I told her she had my boarding pass in her hand and she denied it. I told her to look at the piece of crumpled paper in her hand and she then admitted it was my boarding pass?? Then both agents told me to go to security to see what they could do?? but insisted my flight to Philadelphia had departed. I explained what was happening to security. TSA rushed me through the lines (hateful looks from the other 200 people standing in line) and told me to run to get my flight. I almost had a heart attack running through the airport as I heard my name on a loud speaker for last call. I made it just as they were closing the doors. The flight attendants were great, but told me I was lucky because other people flying in from Martha's Vineyard missed the flight. They said they don't understand why American books flights with connecting flights when there is no possible way to make them. I want to thank the airline employee who told me Terminal B was "all the way at the end of this hall" when it wasn't even in the building (I had to go outside and cross the street to get to American's terminal). I want to thank the lady who crumbled up my boarding pass and then denied it was in her hand. I want thank the ticket agent who told me I had to go on stand-by for the next flight to Philadelphia when the flight I booked was still at the gate. And I want to thank every agent sitting at every information center that sent me to the wrong place. American Airlines needs to not book connecting flights if the consumer has no possible way of making the connecting flight!
Type Of TravellerBusiness
Seat TypeEconomy Class
RoutePhiladelphia to Martha's Vineyard
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"worst airline of all time"

(United States)

Trip Verified | Miami to St Kitts. This might be the worst airline of all time. They overbook don’t have enough seats and then they had an overweight issue where people who bought tickets could not board the plane. This might be one of the worst airlines I have ever taken in my life. I will never in my life take this airline again. They do not care about you, all they want is money and they are money hungry.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMiami to St Kitts
Date FlownAugust 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

"American Airlines has ruined this trip"

(United States)

Not Verified | Miami to St Lucia. Arrived in Miami at 9:15 am Suppose to fly out at 11:am- 3:00pm & finally boarding plane. Now they tell us our paid for assigned seats no longer apply. They had to get a new plane. Well, after sitting on the plane for 30 minutes so far They tell us now Maintenance hasn’t signed off on this plane! First time to St Lucia & American Airlines has ruined this trip. If we get off the ground today we will be flying to St Lucia at dark. Do not get to see the beauty of the island. Lost a day of vacation.
AircraftBoeing 737
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMiami to St Lucia
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"avoid American Airlines"

(United States)

Trip Verified | Chicago to Dallas via Salt Lake City. For the second time in a row on a government flight booked through Government travel American Airlines has kept my bags at my point of origin This is the second time I’ve had to use American Airlines using this route beyond both times my bags did not arrive at my final destination. It is apparent to me that government travel baggage is not priority and is loaded on later flights when original flights are full. Both bags contained uniforms and military items I need for duty which begins tomorrow. As of 6 PM local time SLC today they have not even left Chicago. (I arrived in SLC at 1:30 PM) I would like to know American Airlines explanation for this. It seems to be a very common occurrence with service members. We service members have little choice in choosing airlines and American was chosen for me because of its contract rates over other carriers. This comes out a huge inconvenience since many service member’s do not have the luxury of individual transportation at their final destinations and many military destinations are far from city centers making airline driver deliveries a logistical challenge. My recommendation to military members traveling on airlines with government contract rates is to avoid American Airlines completely.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteChicago to Dallas via Salt Lake City
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"not make the same mistake again"

(United States)

Trip Verified | Chicago O’Hare to Miami. Plane was supposed to board at 6:06pm; doesn’t begin boarding until 6:28pm. Plane was supposed to take off at 6:41pm; plane wasn’t finished boarding until 7:05pm. After sitting for 15 minutes after boarding said plane, we’re notified that the flight is delayed 1 hour and 20 minutes due to mechanical problems. Still not sure if we’re going to be able to use said plane. I’m supposed to be on vacation. Wi-Fi on the plane doesn’t work, this flight can not earn points (for whatever reason), have not been offered even a drink. American sucks, should have read reviews before purchasing. Will not make the same mistake again.
AircraftBoeing 737-800
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteChicago O’Hare to Miami
Date FlownAugust 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

"try to smile every now and again"

(United States)

Trip Verified | San Francisco to Los Angeles with American Airlines. The flight attendants on this flight are always the worst kind of people. It’s as if they absolutely hate their job and take out all their anger on the customers. Rather than being helpful, they are short and abrupt. Would not recommend this airline to absolutely anyone. Try Southwest or Delta and you’ll get much nicer service. Remember American Airlines, try to smile every now and again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSan Francisco to Los Angeles
Date FlownAugust 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

"a terrible experience"

(United States)

Not Verified | Worst service. Had one AA rep tell me he was to busy to speak with us. Delayed flights. Put on other flights that also were delayed so American Airlines wasted one day of our vacation. Then because we were group 9 to board they would not let us take our cary on. So now we have to go to baggage claim adding even more time to what has become a terrible experience. I will never fly American Airlines again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDallas to St. Louis
Date FlownAugust 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