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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2/10

"causing us to miss our connection"

(United States)

Not Verified | Flight was delayed but not announced until passengers were on board. This delay was over 1.5 hours causing us to miss our connection requiring an unplanned overnight stay in Philadelphia with a new flight the next day in the afternoon. LAX gate staff was rude and unhelpful. Customer service staff at LAX told us we could book on another airline, but we were on our own to contact, book and pay. In Philadelphia we were directed to the 50 person line at customer service where we were told our flight for the next day and we would be better off getting our own hotel. We were given a $12 voucher for each of us for food. We were not allowed access to our bags for medication for our 3 year old requiring. Fortunately, Marriott was able to find a 24 hour pharmacy once we checked in and paid on our own for rooms there. As of today, American has offered no assistance nor responded to us online or on the phone. We arrived home 24 hours later than scheduled.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLos Angeles to Bradley via Philadelphia
Date FlownJuly 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

"we were downgraded to coach"

(United States)

Trip Verified | Washington to Quito via Miami. My wife and I took a trip of lifetime to the Galapagos Islands this month and it was wonderful - except for our treatment by American Airlines. We booked first class tickets 9 months in advance and on half our flights, we were downgraded to coach because they oversold the tickets. I have spoken to six customer service representatives (you can never speak to the same one) and have yet to receive a refund for the difference in cost of first class and coach tickets (which amounts to thousands of dollars). And by the way, you cannot speak to anyone in the refund department. So if you still choose to fly American Airlines, don't expect to sit in first or business class even if you buy those tickets and good luck getting any money back once they downgrade you.
Type Of TravellerCouple Leisure
Seat TypeFirst Class
RouteWashington to Quito via Miami
Date FlownJune 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"My last time flying American"

(United States)

Trip Verified | This has got to be the worst experience I ever had. Started out in Memphis our flight was supposed to leave at 7.35am, however there was something wrong with our plane and it took maintenance over 30 minutes to show up to fix the problem. By the time maintenance did show up thunderstorms rolled in (had maintenance been on time we would have left before the storms rolled in). Ended up leaving Memphis at 12pm and by that time had missed my connecting flight in Dallas at 12.35pm so they routed us from Dallas to Chicago. Nightmare gets worse, our gate and time changed 4-5 times sometimes without notification. Finally leaving for our final destination Sioux City IA at 10.26pm. Mind you my mother’s funeral was scheduled for the next day at 11am and there are not many flights in and out of Sioux City. Get to Sioux City, no luggage! Therefore no clothes or toiletries to shower before the funeral. We were told the earliest our luggage would be there is noon the day of the funeral, hence we had to purchase something to wear. Lucky enough we had money to buy clothes and toiletries. My last time flying American! Staff not friendly or empathetic and could have cared less what I was going through.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMemphis to Sioux City
Date FlownJune 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"American hasn't even updated my app"

(United States)

Not Verified | AA Advantage, not on this planet! After sitting on the runway for over an hour due to incompetent staff at O'Hare Airport (they couldn't get the crew the paperwork they needed to take off), I'm now reduced to sitting on the runway for another hour because of storms in the region. And the best part, American hasn't even updated my app to show the flight as delayed. Can't wait to tear my AA Card to pieces later this evening. And a bit of advice to American (even though they clearly don't seem to be able to either listen or take advice) just be honest and update the app. I know they can't do anything about the weather, but it was totally their fault they couldn't find their paperwork.
Type Of TravellerBusiness
Seat TypeEconomy Class
RoutePhiladelphia to Champaign
Date FlownJuly 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
7/10

"a very positive experience"

(United States)

Trip Verified | London to New York JFK. This was my first experience traveling on a basic economy fare. For the money I paid, it would be churlish for me to find any fault. I was assigned my seat when checking into a self service automatic machine. It was an exit row seat on the left third of the 3x4x3 configuration. When the doors closed and no passenger came to claim the window seat, I moved over to it. Lots of leg space, of course, but a toilet is in front which could be a nuisance. Blanket and pillow on the seats. Ear phones provided free. A dinner with choice of pasta or meat balls served soon after takeoff. I would have liked if they had a beverage service before the dinner. Wine and beer were complimentary. Before landing, a snack was offered - I chose the cheese rather than the pepperoni roll. Storage space overhead was not as spacious. For the fare, you could carry a regular cabin sized suitcase and another personal bag. Flight attendants were friendly. The selection of movies on offer was very small - I passed on them. Bathrooms had become untidy and had ran out of toilet paper. Plane landed on time but it was at least 25 minutes before we docked at a gate. It was the hot hot day in London when we started. A cold towel on boarding would have been a welcome relief. But overall, it was a very positive experience. And I received some frequent flyer miles too!
AircraftBoeing 777-200
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to New York JFK
Date FlownJune 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"service was rather underwhelming"

(Czech Republic)

Trip Verified | American has started flying direct Munich to Dallas Ft Worth this month. I booked myself on one of the first flights. I picked a seat 1L, because I have already flown on AA 787-8 few times before. It is in a good area and it seems to have few extra advantages, one of which is not to have to face another person in awkward biz class configuration. American since left these seats and uses different manufacturer on 787-9 series. Munich airport terminal one is old and it is more than showing its age. I often fly out of PRG, which is much better and has better lounge. Onboard, the service was rather underwhelming, but definitely better than the next day connection from DFW to PSP on 737. (I will not even bother reviewing this, because AA has evidently given up on their domestic product - no drinks served, no food choice, rude service - .no point in a review as I mentioned). 787 is a great aircraft and after the take off came a quick meal service. When I say quick, I mean about 60 mins into the flight all of the meal service was served and the purser and flight attendants happily seated and chatting in front cabin. I have gone to the bathroom in front by the pilot's door at one point, only to be rudely "thrown out" by a blond flight attendent telling me the curtain was closed and to use other bathrooms. I quickly realized the reason for this. They were eating, drinking, playing their iPad games and I saw it all. I am not an arguing type, so I simply left, only to be called back by a somewhat nicer flight attendant, who ended up having an argument with the other over which bathroom I could use. Mortified, I proceeded to the bathroom, only to leave it few moments later with a deadly look by the blond flight attendant, who then went onto serving me my pre-arrival snack, by slamming it onto my table and giving me the evil eye. Oh American...it is HUGE understatment to say that as an Executive Platinum, who used to like the new AA is overall discouraged. I fly every month for business. Mainly LAX-LHR or SYD, I have seen the service to go steeply downhill in the past year and half, but nothing prepared me for this. Should I mention the horrible defrosted cold lamb offered submerged in what seemed like pieces of ice mixed with water and what remotely resembled potato puree? Or should I mention the red wine, which evidently could not beat $3 bottle of Chuck Shaw at Trader Joes? Amazingly upset stomach, horrible headache and 10 hours later, I finally reached my point of taking my business elsewhere. I also heard, AA is changing their frequent flyer award redemption, following DL nad UA (how about being a leader AA and being loyal to your customer base and keeping the current FF system, afterall you slashed 80% of the value only 2 years ago, do you need to screw us even further with your 5 billion dollar net profit?) to "dynamic" awards. I have left DL and UA for this very reason, and avoid flying them. I guess now it will be AA, unless they make radical changes to their service and treatment of the loyal frequent fliers. There are so many options out there from EU or Asian carriers. AA, don't underestimate word of mouth.
AircraftBoeing 787
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteMunich to Dallas Ft Worth
Date FlownJune 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

"Flight was delayed two times"

(United States)

Trip Verified | Philadelphia to Pittsburgh. Flight was delayed two times back to back to the point that I won’t have missed my connecting flight to Pittsburgh because of ac issues!! Lost a day of work/ pay! Not offered to discount my ticket or anything.. Finally made it Philadelphia boarded plane only to be taken back off the plane on flight 901 again because of Ac issues again! Theres a reason why this airline gets a 3 out of 10 stars! Completely unreliable with customer experience left at the bottom of their to not do list.. sad sad airline
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePhiladelphia to Pittsburgh
Date FlownJuly 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

"cancelled 5 hours before takeoff"

(United States)

Trip Verified | Buffalo to Washington. My flight was cancelled 5 hours before takeoff for alleged weather issues. There were no weather issues going on. We lost an entire day outfit our vacation. American Airlines changed our gates multiple times delayed our flight home, and we almost missed our flight.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBuffalo to Washington
Date FlownJune 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Delta or JetBlue for now on"

(United States)

Not Verified | Los Angeles to Palm Beach via Charlotte. Terrible flight. Very little leg room. Internet didn't work. No TV. Flight arrived late to connecting flight in Charlotte. We only had 20 minutes to run across the terminal. I was out of breath. My son had to beg them to wait for me. After we arrived in PBI 6/27, late, our luggage was lost. It took 1.5 hours with baggage claim to locate it back in Charlotte. It never made it on the flight. We had to return to PBI the next morning, $30 Uber each way. It killed our day. That's the 2nd American Airlines flight in a row that was bad, never again. Delta or JetBlue for now on.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLos Angeles to Palm Beach via Charlotte
Date FlownJune 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 service I think I’ve had"

(United States)

Trip Verified | Honolulu to Phoenix. Worst service I think I’ve had while traveling. The security check point was a two hour long line or more. I had been standing in like for an hour my flight was going to board in 15 minutes and so I asked one of the crew members at the desk if they could do anything for me to avoid missing my flight. All they had to say was “sorry you will just have to try to make it in line or leave but that’s on you.” The crew member was pretty young, but regardless please be a bit more professional and do your job and at least try to service your customers. Meanwhile, the Alaskan Airline crew members were pulling people out of line so they didn’t miss their flight. I asked if I could join and told them my situation and they said I had to ask the airline I was traveling with, which I respected.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHonolulu to Pheonix
Date FlownJuly 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