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 3804 reviews
3/10
3 star Skytrax Rating
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1/10

"Customer service is extremely callous and rude"

(United States)

Trip Verified | So disappointed in American! I have flown with them for almost all of my flights and never had an issue until yesterday! My flight was scheduled at 7:13am to a connecting flight in Charlotte, NC. First of all, flight was largely overcrowded! So much so they were asking for people to check their carry ons as they had no more room in the overhead bins. Second, as the plane began to taxi to the runway, we are informed there is an issue with one of the engines and they will need to go back to have mechanics look at it. After sitting on the plane for almost an hour they decide to deplane everyone. So, at this point I have already missed my connecting flight in Charlotte. They rebook a fight at noon with a connecting flight at 8pm. An extremely long layover and not what I wanted to spend my day doing, but, I’m trying to get home to see my father in a hospice before he dies so I take it. At noon, they delayed the flight again until 2, at 2 they delayed the flight again until 4...after spending 12 hours in the airport, at 4 I am informed they do not know if the plane will be fixed by 4 or not and cannot get me on any other flights to get to my connecting flight. So, after spending 13 hours in the airport, I’m left stranded with customer service giving me zero options except to spend the entire night in the airport and wait for a fight the following day to open up. At this point I am tired, hungry, and frustrated and just wanted to see my father before he passes. I had to call a friend to drive 2 hours back to the airport to pick me up to bring me back home until American can get me on another flight. Customer service is extremely callous and rude. I have rebooked a flight this week, unfortunately still with American as I was not offered a refund and hate to waste the money I spent on a ticket. They did not offer any sort of compensation for my troubles or missed flight at all, which was entirely their fault. American really needs to get their act together!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteRaleigh, NC to Grand Rapids, MI
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"What a horrible experience"

(United States)

Not Verified | What a horrible experience. The airline is currently selling middle seats during this pandemic. I wish it was more clear that was the current business practice, otherwise I would have flown with another company. When I brought up that I was surprised, an attendant came back to me twice to make points about why it was okay or important. I felt it was unprofessional and unsafe.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNashville to Raleigh
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"will never fly with them again"

(United States)

Trip Verified | I will never fly with them again. I have issues with Their kiosk machine trying to check my bag in. I would still like me to upgrade to priority which was strange because the only thing he did was move me up from who classic to class for and not move my seat, which was all the way back at the back of the plane. When I called to confirm that I did not want priority because I was with a group of people, there was nothing they can do. I will never fly with them again and I will let people know about this I was as well.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSt Louis to New Orleans
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"absolutely the worst airline"

(United States)

Not Verified | American Airlines was absolutely the worst airline I have used and I will never be flying with them ever again. Typically I use Frontier, or Allegiant as they are cheap and efficient but I expected better service from American Airlines and was terribly disappointed. My husband and I were taking our final vacation before the birth of our first child together in September, the dates for our travel were September 9th-September 16th. We arrived at CVG airport hours earlier before our departure knowing we had a layover in Dallas. Five minutes before boarding the plane to Dallas, they told us that they were running late, and that we would not make our connecting flight to Miami. Our options were to spend the night at the airport which was not ideal being six months pregnant, or spend another 100 dollars on a hotel room outside of our plans in Dallas. Not only were we forced to get a hotel, but due to their inability to leave on time, we missed a full day at the hotel we paid for in Miami and did not arrive until late September 10th. So much money was lost during this trip for things beyond our control. Take off took 45 minutes to an hour longer than anticipated. They also harass you about your carry on bag size regardless of what the previous airport deemed acceptable. They ran out of space for everyone’s bags and everything has to be shipped in understow. Do not book with American Airlines unless you have an extremely flexible travel schedule.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCincinnati to Miami
Date FlownSeptember 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"has the worst service ever"

(United States)

Trip Verified | Worst airline ever. I only flew with them because I had a free trip because of the inhumane way they treated my mom last year. I booked my flight to Vegas in July for October. When I called the airline in September to make sure everything was good they told me my reservation had been canceled. They couldn't tell me who canceled it or why. They wanted to charge me more for a new flight. That was the 1st thing. We got on the plane in Jacksonville to Philadelphia our flight landed 5 minutes after my connecting flight to Vegas took off without us. When we talked to American Airlines customer service they said that it was not their fault and FAA was to blame. They were not accommodating or apologetic. We were stuck in the Philadelphia Airport for 11 hours with no compensation or concern from American Airlines. When we finally got to Vegas the rental car place- hertz- was closed. The next morning they had canceled my car, charged me a missed rental fee and wanted $760 for another car. Needless to say I am now on vacation without a rental car because of what American Airlines did. American Airlines has the worst service ever.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteJacksonville to Philadelphia via Las Vegas
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"they could not send my luggage"

(United States)

Trip Verified | I travelled from Peoria to New York without problems, except for the fact that if they had not sent my luggage through to the final destination, I could have got an earlier flight and not wait those long hours. On my way back, they could not send my luggage through to my final destination, so I had to get it and recheck. Their supervisor said that it was "illegal" for them to do otherwise. At the beginning of the trip, I was given a ticket proving that I had paid for my luggage. Needless. to say, when I checked in I had to pay again because I had booked both tickets separately. I should have known that it a crime for me to do so. The supervisor also told me that she had no proof that I was elsewhere, apart from being at the airport for the past three weeks. I guess that it was difficult for her to figure that out even when they saw that I had just got off a plane. If my experience was a tasteful as the king fish which I am now consuming, I would not be so disturbed. What ineptitude!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York to Peoria via Chicago
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"Really bad customer service"

(United States)

Not Verified | This is the worst airline ever. Really bad customer service, two delayed flights, last minute flight changes, poorly operated, lost my baggage, then found it and was destroyed. I will never ever take this airline again. You get what you pay for and there is a reason this airline is the cheapest. This trip was so stressful. Never ever again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKingston, Jamaica to Rochester, NY
Date FlownOctober 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
1/10

"no social distancing whatsoever"

(United States)

Not Verified | Terrible experience! They board the plane then tell you there are mechanical issues. How long have you been doing this? Shouldn't this be checked prior to boarding. We are all stuffed in here like sardines, no social distancing whatsoever. I've only had one interaction with the staff, so far so rude. They don't offer drinks.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCharlotte to Dallas
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"warm smile, upbeat personality, attentiveness"

(United States)

Trip Verified | With the COVID-19 pandemic air travel has changed dramatically. Not necessarily for the better. Citing public safety health concerns, food and beverage service has all but been eliminated. Additionally, in flight reading materials are gone from the seat pockets, and flight attendants remain absent throughout the flight. Needless to say the pleasure and comfort of air travel has been severely impacted. Not so with American Airlines. Our flight # 2604 from Charlotte North Carolina to Los Angeles on October 1, 2020 was one of the most enjoyable and memorable flights in my 50+ years of air travel mainly due to American Airlines employee Steve Henderson. His warm smile, upbeat personality, attentiveness, and concern for all passengers was exceptional. Over and above. Thank you Steve and American Airlines for the miles of smiles.
Type Of TravellerCouple Leisure
Seat TypeFirst Class
RouteLos Angeles to Syracuse
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
2/10

"astonished at the many ignorant employees"

(United States)

Not Verified | I am at the airport terminal as we speak. First of all, I had to pay $30 for a checked bag? Nowhere was this told to me when I bought the ticket/went online to make sure as long as it was up to 70 lbs the bag was complimentary. When did it change? I received no email in regard to this payment! Secondly, I was astonished at the many ignorant employees throughout this terminal. The customer service was very good. Kind gentleman (after paying $30). After that, down hill. I am 62 years old with medical issues. This is my first trip out of the country in 21 years. I travel alone. The man barking at me at security huffing, puffing ,eye-rolling I assume because I asked him questions about the procedure. Very ignorant. After being patted down all over, I asked 3 uniformed individuals about where I was supposed to go. #1 completed ignored me after calling out twice. She was right in front of me! #2 "Follow the signs." Walked away. #3 Looked at me in absolute disgust. Said "go to C." I called out after him no response. Truthfully, I was attempting to decipher the boarding pass where it tells you the letters and numbers. I sat for a while after following terminal C signs that ended abruptly with D. Finally, after calling out to 2 janitors they gave me great help and answered all of my evidently stupid questions.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePhiladelphia to Merida
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no