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 3962 reviews
3/10
3 star Skytrax Rating
Filter Reviews by :
Show
2/10

"we had to change the hotel date"

(United States)

Not Verified | They delayed my flight which was going to be a nice and simple hop going from O’Hare to Las Angles at the last moment. This has happened twice before. Because of this, they had to change the 2nd flight which was going to Hawaii and we would be 2 hours late. The next flight was at midnight and would arrive the next day. I called customer service and they managed to get us a non-stop flight to Hawaii the next day which I am not giving this a 0 or 1 star review. Because of the flight change, no cost, we had to change the hotel date which cost us $124 dollars more. If American would’ve replaced the plane or payed for the hotel like many other airlines, I would not be giving this review.
AircraftA321 / NEO
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteChicago to Honolulu via Los Angeles
Date FlownApril 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Worst flight in my life!"

(United States)

Not Verified | We have two kids, 2 and 4 year old and they gave us seats 20, 25, 29 and 31! And not willing to resolve this at all. The flight attendant lady was the rudest person in my life. And we did check in two days before the flight and we had normal seats on time of check in, so we were super surprised when got on the plain. Worst flight in my life!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteChicago to Cancun
Date FlownApril 2021
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'm incredibly disappointed"

(United States)

Trip Verified | I'm incredibly disappointed and our flight hasn't even moved yet. When purchasing my ticket, it showed our plane having 3 seats on each side per row. I paid extra to have space between a stranger for covid safety precautions. The flight was not full and I politely asked the lady attendant if I could move up 3 seats to the empty one because I was not sitting with family and we were very close in seating. Her response was "no, that's for first class." I mean, I already paid extra to get a seat which I thought would have a space between, but now money comes before customer's comfort? I was not rude and said ok. But then the gentleman who was also an attendant walked by a minute or so later and allowed another woman to sit in that seat for space reasons. What did I pay extra with my seat for then? Once this trip is over, I will pay more for a ticket with a compassionate and understanding airline. Having to walk away from this experience feeling like money means more to you than my health or another person's health is more important than mine makes me disappointed. I even drove to the Myrtle Beach Airport rather than charleston where I am from and then to have to feel like I dont matter. Thank you.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMyrtle beach to Charlotte
Date FlownApril 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"This behavior is unacceptable"

(United States)

Trip Verified | Today April 2nd 2021 at about 1.30pm I was boarding a flight from Miami International Airport to ATL. I was boarding at Gate D36 when a crew member from American Airlines was checking my husband and me into our flight. We travel often via American and always take our carry on with electronics. The member proceeded to tell us that there was no cabin space for the bag, and we mentioned that they always let us place our bag underneath our chair (we fly almost monthly so we are very experienced with this). She began to yell and state that if we wanted our bag she needed to tag it. I turn over to my husband and say “just leave her the bag, its difficult because whenever you approach a different member they may give you different instructions despite us always being allowed to stow our bag under the chair”. The employee at that point got very aggressive and began to yell and insult us in front of other customers and employees yelling she has been a part of AA for 33 years, and that she can do what she wants and that we must leave the bag (which we had already agreed to - we didn’t want to miss our flight). At that point I’m placing the bag down to remove my ipad in fear of it being stolen or broken - and she proceeds to rip my bag out of my hands and even put her hands on me. At that point I tell her that she cannot touch me or my belongings that I am just removing my electronic. She yells back stating its her property not mine and she can do as she pleases. At this point I proceed to walk away as she continues to yell. As I board my flight I realize the cabins were more than half empty which I photographed. Another employee who witnessed the whole thing, proceeds to offer my husband assistance and even returned us our bag. This behavior is unacceptable and would it been a client doing this to an employee they would be banned from AA. I feel harassed and violated. I truly hope AA takes action and cares for our safety.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMiami to Atlanta
Date FlownApril 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"they forgot our bags at Dallas airport"

(United States)

Not Verified | Horrible experience with on flight entertainment and free WiFi. Worst of all they forgot our bags at Dallas airport and instead of the ground staff being helpful at Buffalo they were so indifferent. It’s almost like they were penalizing us for flying. Really sad, would never fly American Airlines ever ever again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDallas Fort Worth to Buffalo
Date FlownApril 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"So shortsighted"

(United States)

Not Verified | I flew to Spartanburg on short notice to be with my father in law who was hospitalized with Leukemia. I had to cancel my return flight and was emailed that I had a flight credit that I could access through AA.com. (no mention that I had to call reservations). I later rebooked my return flight online only to find out I could not access the trip credit. I had literally thirty minutes to book the flight and leave for the airport so I just paid for the flight. I call AA today to access my flight credit. The person on the phone was short, snippy, implied I was stupid for not knowing I needed to call. She had no interest in a discussion about their misleading information. She said "you will just have to use that credit on a future flight". I told her that would be difficult because I plan to become a loyal Delta Frequent Flyer moving forward. As a side note, I am a consultant and will be going back on the road with weekly flights moving forward in April. So shortsighted.
AircraftRegional Jet
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteGreenville\Spartanburg, SC to Destin, FL via Charlotte
Date FlownMarch 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"There was little to no communication and we were all left in the dark"

(United States)

Not Verified | By far the worst experience I have ever had with an airline. My original flight was to depart at 7.45 am. We boarded the plane, and they realized there was a problem. We were told that it would take about 20 minutes to fix. An hour later we were de-planing. We were then told that we would be leaving by 10.00 am. 10.00 am came and went. We went 5 hours without a single update, and I missed not one, not two, but three connecting flights. We didn’t end up departing until 3.45 pm. They really had an entire flight sit at the airport for 8 hours, meanwhile they had another flight to CLT at 2.00 pm, and they did not switch or make any attempts to have passengers that had been waiting for 8+ hours to get on that flight. There was little to no communication and we were all left in the dark for hours and hours. It is now taking me 16 hours to get home, which, typically, is a 3 hour flight. On top of it, they did not serve any water or beverages on the flight. I understand this is “normal” protocol for a short flight, however it is not normal to sit at an airport for an 8 hour delay. None of us were reimbursed or given food vouchers despite being at an airport for all 3 meals. I will never, and I mean never fly AA ever again. By far the most awful travel experience, ever.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteProvidence to Charlotte
Date FlownMarch 2021
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Customer service was not helpful whatsoever"

(United States)

Not Verified | Very unprofessional! I landed two days ago and I am yet to have my luggage! Also lost my luggage on the way to Saint Lucia! Customer service was not helpful whatsoever and very rude. I’d rather pay a higher price at another airline then to take American Airlines ever again.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteCharlotte to Saint Lucia
Date FlownMarch 2021
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"Very unprofessional, constant delays"

(United States)

Not Verified | Every time I fly from Charlotte with American Airlines I have a terrible experience. Very unprofessional, constant delays, hiccups with baggage claiming, and poor communication.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCharlotte to New Orleans
Date FlownMarch 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"never earn my business again

(United States)

Trip Verified | What was supposed 2 be a 2hr flight turned Into being a 7hr Flight! They put my bah on a different plane. My plane got here at 11pm, I had 2 Wait Until 11:45pm for my Bag to get off the next plane, with two toddlers. American will never earn my business again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCharlotte to Savannah
Date FlownMarch 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no