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

"There was plenty of space for my bag"

(United States)

Trip Verified | The workers were unkind, unhelpful, and deceitful. I had a bag that clearly qualifies as a carry on bag. That wasn’t a problem. The problem, even after the customer service was terrible, was that the supervisors said I had to check my bag because the flight was full, and there was no overhead storage. They said my bag has to go to Akron. I told them clearly that I had bought this ticket through NYC because I knew there was a chance I’d have to stay in NYC for work. As I continued to explain to them the situation they told me that I could see a supervisor in NYC and get my bag back there if I was willing to pay the fare difference (presumably the difference in the flight I just took, not going to Akron a whole flight less!). We went back and forth as to how silly what they were saying was, and here’s the kicker, I get on the plane and there are many empty seats and even a couple rows totally empty! And of course, storage space. There was plenty of space for my bag. Again, not helpful, rude, and at the end of the day deceitful. So, will I get to be in NYC for work with my clothing and toiletries? If they need me in New York, I will not be in anything but my travel clothes and my bag will be lost in Akron and I will have to pay for a flight I don’t take and pay for the bag to be shipped to me. That’s absolutely poor American Airlines. If you’re looking for was of travel, honesty, and transparency, do not fly American Airlines. I will not fly that airline again.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteNashville to Akron via New York
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"shut the door in our face"

(United States)

Trip Verified | Dallas to Ontario. Zero stars if possible. Closed out from the restaurant, they took a little longer than they should have. Walking up to the gate, literally shut the door in our face 10 min before our departure time. Ugly attitudes and horrible service. They could have waited 30 seconds and could have walked on. I will stay away from American Airlines as much as possible.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteDallas to Ontario
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"take my business to Delta"

(United States)

Trip Verified | I usually fly on American Airlines, because I live near one of their hubs and am an Admirals Club member. I have been battling cancer for the past 2 1/2 years and American took away my status and did not allow me to put my Admirals Club membership on hold. They have all this publicity during October for Breast cancer awareness but they don't support the people actually battling cancer. I am going to do some research and possibly take my business to Delta.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMiami to Orlando
Date FlownJune 2018
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

"past 26 hours have been hell"

(United States)

Trip Verified | The past 26 hours have been hell. I was scheduled to arrive at San Diego yesterday at 11.30pm, instead I was rerouted to Waco Texas where I was forced to spend the night at the airport freezing cold since all my clothes were in my luggage. They gave my a flight the next day to san Diego at 7pm, it is currently 9.57pm I have yet to take off. We were delayed because of "mechanical issues " one of the stupid luggage racks wouldn't close properly. They have not offered any kind of compensation for any of the inconveniences this has caused me. At this point I would have already had made it to san Diego if I had rented a car and drove yesterday evening.
Type Of TravellerBusiness
Seat TypeEconomy Class
RoutePensacola to San Diego
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"seated on different places"

(Belgium)

Not Verified | Paris to Mexico via Dallas. The online check in didn’t work therefore we had to wait at a customer desk. After we were already queuing for almost 2 hours they took us apart because otherwise we would miss our flight. However, the people after is in the line were checked in before we even had the chance after they gave us “priority”. As we had to check in fast, they didn’t want to check us in together, therefore we had a 12 hour flight where me and my friends were seated on different places, not even a bit close to each other. We asked many times to seat us together but they didn’t listen at all.
AircraftBoeing 787
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteParis to Mexico via Dallas
Date FlownApril 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

"terrible customer service"

(Hong Kong)

Not Verified | San Francisco to San Jose via Dallas. Absolutely terrible customer service. Flight attendants were downright rude, did not take the initiative to help passengers, and did not dress or act professionally. Worst airline I've ever taken.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Francisco to San Jose via Dallas
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"rude and unprofessional people"

(United States)

Trip Verified | I was flying out of Atlanta, GA this past Friday on a flight to Miami, connecting to Houston and the trip was cancelled hours before departure. I first called the customer service line, where I was told by an agent, "I shouldn't have booked my ticket the way I did" & there was nothing she could do. I then went to the AA ticket counter and the representatives shut down the line because it was too many people to deal with and they sent us to main gate for further assistance after waiting in line for 1 hour. I was placed on a standby flight for 6:50am the following day (in which that flight was full) & i could not board. The ticket agent then put me on standby for the next departing flight leaving at 9:14am, but told me because my name was so deep in the list, she couldn't be of much assistance. She let every passenger board standby except me. I then had to catch a flight to DC from Atlanta, just to get to Miami. 24 hours spent in an airport with the utmost rude and unprofessional people I've ever encountered.. oh it gets better... my flight (AA1545) from Miami to Atlanta was not only delayed again , but AA then told me that my carry-on bag was now "too big" and forced me to pay the check-in bag fee, only for me to arrive to my gate & AA was checking in bags complimentary.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAtlanta to Miami via Washington
Date FlownApril 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

"Absolutely horrible service"

(United States)

Not Verified | Chicago to Phoenix. I am an Exec Platinum on American after recently switching from United (work reasons). I booked my family in first class (paid revenue seats) and fully expected them to enjoy their experience coming home from spring break. It was completely the opposite. My wife had to fly back with two of my three kids while I flew back with my other daughter because of high school sports. My wife and two other kids were flying back in First class. Checked in, and 10 minutes before boarding the gate agent proceeded to tell my wife the kids lost their first class seats and were being moved to coach, and couldnt be seated together. WTF. We paid for first class seats, they allege there was an equipment change, but only 2 people were moved out of first class (my kids). My two kids and separated from their mother on the plane. They are minors. In addition, they did this 10 minutes before boarding! They offered a refund of the difference in fair (130 dollars) and a 300 dollar voucher. This is completely unacceptable. And you know who sat in the two seats that were taken from my kids? two other kids. American could have handled this with some class 1. offered another flight in first class 2. offer a voucher that covers enough for two tickets in first class 3. rebook us on another airline in first class or rebook the other family on one of the above options 4. offer miles deposited to cover a first class ticket I am going back to United. I spend between 20-40k a year on travel and have never had this issue with United. I float between 1k and global services on united and will never spend a dime on American EVER AGAIN. F-them. Whats the point of spending money on a first class ticket to be treated worse than luggage? Absolutely horrible service.
Type Of TravellerFamily Leisure
Seat TypeFirst Class
RouteChicago to Phoenix
Date FlownApril 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

"never fly American again"

(United States)

Trip Verified | La Guardia to Orlando. Horrible service! Will never fly American again. We usually fly Delta to Europe. We traveled with 4 kids early in the am. The staff was rude, unhelpful. In fact one of the male stewards was extremely rude and instead of offering to help get our family settled, he was rudely trying to rush us. I've never experienced such a rude group on a plane. Even before we entered the aircraft, we were scolded because they wanted us to get our stroller ready sooner. We had 4 sleeping babies with us and it was 5:30am! Never again
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLa Guardia to Orlando
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"crew member very rude and snappy"

(United Kingdom)

Not Verified | Raleigh/Durham to London. One off the strangest flights i have been on; one cabin crew member very rude and snappy with passengers. One passenger asked for a blanket because for some reason his seat didn’t have one and her response was ‘well what do you want me to do about it?! We put one on every seat, if its not there its because someone has stolen it so you have your fellow passengers to blame for that!’. Then the couple on front asked to move seats so she said she would go check if there were any free, comes back a few mins later and said ‘There are two seats together at the back, one of those nasty passengers back there tried to move into it but i stopped him for you, thank me later’ genuinely referred to them as ‘nasty passengers’. =. Even her body language and way she moved about the cabin and interacted with people just wasn’t what you would expect from cabin crew at all and if it hasn’t been for the uniform you wouldn’t think she was cabin crew who are usually friendly, approachable and nothing but helpful. Plus there was supposed to be wifi on the flight but it didn’t work.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteRaleigh/Durham to London
Date FlownApril 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