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 3521 reviews
3/10
3 star Skytrax Rating
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1/10

"My baggage has been lost"

(United States)

Trip Verified | Miami to La Guardia. Worst experience ever. My baggage has been lost and no one is taking responsibility.No one knows what there job is it’s all about money they dont care for your security or luggage highly not recommended.
AircraftAA360
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMiami to La Guardia
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"should be embarrassed"

(United States)

Trip Verified | Omaha to Lihue via Los Angeles. American has lost any sight of customer service. It's bad enough our flight was delayed, and once we were inflight and had to turn around for mechanical issues, they made no attempt to help customers get rebooked when we landed. The gate agent was the rudest, most inept person I've seen - and I fly a lot for business. I had to call American and had someone help me on the phone - he said I needed to return to gate agent to finish the rebooking, the agent screwed up and our luggage didn't get switched. I specifically asked him to make sure he did a luggage transfer. As if that wasn't bad enough, AA couldn't locate our lost luggage the next day. We filed reports online, and our bags showed as at the Lihue airport; but they couldn't find them. The lack of customer concern was astounding - we traveled to Hawaii from Nebraska and they had zero since of care or urgency. We called the AA lost baggage line and they said repeatedly the bags weren't located. We finally went to airport again, went into the American baggage office and all the bags were just sitting there. We showed the clerk our luggage tags, assuming she'd want to check off her list that we took our luggage, but she wasn't interested. Hours later, I received a phone call from AA luggage, asking for my claim numbers etc and to discuss our luggage. They didn't want to use any process when we were standing there but wanted to interrupt my vacation to talk paperwork. I'm not surprised you are losing customers, getting low ratings etc. You should be embarrassed about how we were treated.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOmaha to Lihue via Los Angeles
Date FlownJanuary 2020
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

"mechanical issues"

(United States)

Trip Verified | Philadelphia to Kansas City. Airline was late to arrive at airport - due to mechanical issues .. seems to be a very common occurrence as it has happened several times in the last 12 months. After departure we flew for 2 hours to reach the destination only to be told that they could not land due to weather. So they routed us back to the origination. Yes another 2 hours. Only to be told that they would not comp meals or hotel because it was a weather related issue. Flight crew and gate agents could have cared less. I fly every month and this airline is in trouble!
Aircraftembrair
Type Of TravellerBusiness
Seat TypeBusiness Class
RoutePhiladelphia to Kansas City
Date FlownJanuary 2020
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

"they sat us apart"

(United Kingdom)

Trip Verified | Los Angeles to London. The airplane toilets were out of order causing long queues. Although there were seats available for my husband and I to sit together, they sat us apart demanding that we pay $120 extra for the isle seat near the toilet where the queue for the toilet was. Completely unacceptable, airline trying to make max profit by separating a family. Uncomfortable seats, below average quality food.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLos Angeles to London
Date FlownDecember 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

"refused to assign our seats together"

(United States)

Not Verified | Miami to Philadelphia. Worst airline experience ever! Flew them to the destination and back. The party that was traveling together got split up. They refused to assign our seats together. Then I was 3 pounds overweight on my check in bag and they charged me an additional $100 on top of the $30 that I paid to check it in the first place. Airline is nothing but a money grubbing business that does not care about its customers. I will never fly American Airlines again. Staff were constantly rude and seemed annoyed to answer questions. Chose another airline if you have the option.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMiami to Philadelphia
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"never fly American again"

(United States)

Trip Verified | Salt Lake City to Dallas Ft Worth. Our flight was supposed to depart Salt Lake at 1:39. It was delayed until 5:30 because of mechanical issues and then the crew had to be swapped out because of the pilots hours and a new crew had to be located and flown in to fly the plane. On the original part of the trip, this same thing occurred leaving Dallas to Salt Lake and we were two hours delayed, but that crew was able to switch planes with us. I will never fly American again. They are zero for two of my experience. They don’t even appear bothered by it as it seems they are used to this type of problems.
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteSalt Lake City to Dallas Ft Worth
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"they don’"t value your time"

(United States)

Not Verified | Salt Lake City to Dallas Ft Worth. Worst airline ever. Delayed from 1:40 until midnight. originally delayed until 6:30. We boarded the plan and were promptly told there were no pilots or flight crew, and were forced to deboard, where we received a delay until midnight, where they couldn’t even guarantee that we’d have a plane to board. Every time I’ve flown American, there has always been a problem. Don’t fly with them, because they don’t value your time.
AircraftBoeing 737-800
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSalt Lake City to Dallas Ft Worth
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Worst first time experience"

(United States)

Trip Verified | Cleveland to Philadelphia via San Juan. Worst first time experience, not recommended. Bad attitude from the ladies upfront. They lied and fooled me. I was unaware that they had put me on a standby. My son had just passed away. They didn't make me aware. They told me I would fly on the next flight, they lied. They gave it to someone else even though I had been waiting for so long. I started getting panic attacks and I didn't have any medication with me. I would get to final destination at 3am with no one to pick me up. I was lost for words, I couldn't believe it. I know my family and friends will never cross paths with American Airlines again.
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteCleveland to Philadelphia via San Juan
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"They will not seat you with your family or friends"

(Switzerland)

Trip Verified | First, I would like to make note of the flight attendants. We had two really great and humorous flight attendants who did what they could to make our interactions enjoyable. However, I will avoid flying with this airline in the future for the following reasons: 1) Seating. They will not seat you with your family or friends unless you purchased this option. You will likely be separated from them, even if you purchased tickets at the same time. 2) No online check-in. Despite the terms saying that you can check-in online 24 hours prior to flying (where you supposedly can arrange seats on international flights), this is not allowed for international flights. I attempted to log-in multiple times the day before flying and calling the airline, but wait times were over an hour. I spoke to other passengers who also were unable to check-in online before the flight and this experience was the same. 3) The food is not good. I ordered the Asian-vegetarian meal in advance which normally means on the Atlantic US flights that you'll get Indian food. The rice was undercooked and it was so incredibly spicy my stomach hurt. 4) The flight attendants weren't working. Despite my positive interactions with the flight attendants, I saw them taking a lot of breaks. The airline had blocked the entire back middle row (4 seats across). I understand they need breaks, however, I have never seen flight attendants reading and watching films. Shouldn't these seats be available to the passengers? Not once did I see them walking around offering beverages during the pauses in between meals. 5) The seats are awful. I got stuck in the seat in front of the bathroom on the side. This seat barely reclines and the seat in front of me was broken and the woman left her seat reclined the entire time, so I was unable to properly view the screen or have much space to move.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSan Diego to London via Los Angeles
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Stay away from this airline"

(United States)

Not Verified | LaGuardia to Savannah. I had seats reserved along with 5 other active duty military members, yet we were kicked off because “there weren’t enough seats” for everyone. We waited for about 2 hours for them to tell us what would happen next. They couldn’t give us a voucher for another flight at another airport for the same day, when we had orders to be back the same night. Instead, we were given separate tickets for early the next morning at 5:55, onto another connecting flight which would not arrive at our destination until 2 pm. Stay away from this airline as even I thought all of the other reviews were exaggerated about this place.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLaGuardia to Savannah
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no