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 5917 reviews
2/10
3 star Skytrax Rating
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2/10

"pretty terrible and rude"

(United States)

Trip Verified | San Jose to Nashville via DFW. The customer service of this airline has consistently been pretty terrible and rude. I was placed on standby for a flight and went to the gate desk a little early and told to come back after the current flight departed. Understandable, no problem (with the exception of the slight attitude the gate attendant had with my mere presence). I came back when my flight was supposed to be serviced, and again told the flight just needed to pull out of the gate and she could help me, again with annoyance that I was back. I stand back a couple feet to make it clear that I am ready when she is, and then proceed to listen to the gate attendant talk about vacation, travel, all other chitchat etc., for 30 minutes - ignoring that I’m clearly waiting for her. I approach and tell her I’d like my seat assignment, and she breaks from her social hour, and throws a boarding pass at me that was already printed! Why was she waiting to just hand it off? This employee had no interest in doing a key component of her job, in just being generally pleasant like a normal human being, and instead wanted to just loaf and chat with colleagues as her main job - all else an annoyance. Most American flights I’ve had were delayed, and I only reluctantly booked again because I have a lot of travel this month and wanted to stretch a budget. If you can, pay a bit extra for any other airline to get you to your destination and be treated with some semblance of respect along the way.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Jose to Nashville via DFW
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
9/10

"service was very good"

(United States)

Not Verified | We have flown American Airlines in Business a number of times over the past years and found it lacking in comparison with other carriers. This trip, however, broke that pattern. The 789 from Paris to Dallas was a delight, comfortable and plenty of cubbies for storage. The service was very good and the food was excellent. Based on expectations, this flight got an A+ in every category. The DFW-SJC portion was good but limited by the service standards of domestic flying. Crew was nice but I fail to understand why US carriers do not put footrests in F cabins. It is a small thing but adds greatly to the comfort of the flight. Good job AA.
AircraftBoeing 789 / Boeing 738
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteParis to San Jose via Dallas
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"never fly this airline again"

(United States)

Not Verified | Montego Bay to Boston via Miami / New York. Worst airline I’ve ever flown with. First could not get seats together with my husband. Was told & desk they don’t sit family members together because they want you to pay to sit together. That we buy the “air” not the seats. If we want to sit together more $$, even though empty seats together still available. Second booked our flight directly from Boston to Montego Bay Jamaica and back. Return flight from Montego Bay to Miami to LaGuardia NY to Boston. Left Sandals at 4 Am. Cannot for the life of me figure out Why they sent us this route when there were direct flights with empty seats from Miami to zBoston. For us to change was $400 additional. In LaGuardia now flight delayed 2 hours. We’ve been traveling since 8am will not arrive in Boston till 9:15 but every time we look at monitor delayed more. Horrible experience. Will never fly this airline again. Staff not sympathetic
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMontego Bay to Boston via Miami / New York
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"looking for a different airline"

(United States)

Trip Verified | In booking my round trip flight from XNA (Fayetteville, AR)to RSW (Ft. Myers) and back, when I printed the itinerary, the return flight was not to XNA but to FSM. Reservations wanted $400 to correct the return flight to the airport we originated from. It makes no sense that when booking online, I click on Round Trip and then enter from XNA to RSW and somehow the return flight gets mixed up and has us flying into a totally different airport. And they want me to pay $400 to make the correction to the airport that I was suppose to be returning to in the first place. That's what I call idiotic! I'll be looking for a different airline for our next trip.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteFayetteville to Ft. Myers
Date FlownDecember 2018
Ground Service 12345
Value For Money 12345
no
3/10

"They are the worst airline"

(United Kingdom)

Trip Verified | London to Guadalajara via Dallas. I'm unsure if American used to have high customer service standards, but they certainly do not have them now. They are the worst airline I have travelled with, especially as a Business customer. The planes are outdated, I was given drinks tokens in the lounge, my screen broke from London to Dallas and it needed 3 follow ups from me to get a tablet instead. My flight from Dallas to Washington was deplaned due to an issue, I then wasn't allowed back into the Lounge I had already been in. There were many people on the plane who had already come from a cancelled plane. I get the impression that this is routine for American. In a week period I flew on 4 American flights, and each of them had an issue of some description. Their Business and First Lounges are dated, lack facilities and food (especially compare to Emirates which are brilliant). Giving it 3 stars because I made it to the destinations eventually, and I had a particularly good steward from Dallas-Guadalajara. However none of the trips were relaxing, despite paying for First or Business.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteLondon to Guadalajara via Dallas
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"the most horrible flight"

(Australia)

Not Verified | Houston to Los Angeles. Just the most horrible flight I have ever had. What more can I say. The seats are so small and hard, the service was terrible (what little there was of it), the toilets were putrid and not cleaned through the flight (even after the staff were made aware), and when I asked for water through the flight as I got very dehydrated and unwell, I got the royal eye roll. I had paid for the seat upgrade to the bulk head and the staff came barrelling through with the trolleys with not as much as a warning let alone an excuse me. The only positive thing was the current movies they had to view and the ground staff were helpful especially in relation to tracking my lost bags. I will never fly this airline again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHouston to Los Angeles
Date FlownNovember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
9/10

"flight is acceptable"

(Hungary)

Trip Verified | New York to London. It was a night flight. I hate the night flights because I am not able to sleep on the plane. There were two meals. A hot and a cold. My place was in the 24th row. The flight is 7 hours long it is acceptable.
AircraftBoeing 777-300ER
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York to London
Date FlownNovember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"legroom is very uncomfortable"

(Hungary)

Trip Verified | London to Miami. My seat was in the 42nd row. For the 10 hours the seat and legroom is very uncomfortable. They offered a hot a cold food and an ice cream. They had given beverages very often. The food was average. The stewardess was very very helpful and kind.
AircraftBoeing 777-300ER
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Miami
Date FlownOctober 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"Helpful and kind staff"

(Hungary)

Trip Verified | Miami to Washington. The interior of the plane was brand new. The windows are very low, any other thing is perfect. Clean carpet, seat, restroom. Helpful and kind staff. Cheap price. Fast boarding. They offered free, water and biscuit. Legroom and seat is enough for this 3 hours flight.
AircraftBoeing 737-800
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMiami to Washington
Date FlownOctober 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"hurtful and condescending"

(United States)

Not Verified | Portland to Pensacola via Washington. Worst treatment ever. I expressed to the gate attendant that I will miss my connection since the first flight was late. Totally dismissed me. We arrived late then parked on the runway waiting on a gate. Spent forever in line for customer service. Then they tried not to put me up in a hotel for the night. They rescheduled me for the following morning. No dinner, no breakfast. Next day the desk attendant was rude to me when I asked to get a seat closer to the do so as not to have to walk for long. Treated me as a leper because I was flying economy! Very hurtful and condescending. Last time I fly with AA. I’ll spend some more I fly with a decent airline
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePortland to Pensacola via Washington
Date FlownNovember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no