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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1/10

"customer service is terrible"

(United States)

Trip Verified | Milwaukee to Dallas. So I booked my flight months in advance to go visit my friend in Dallas. The flight was delayed. At first by thirty mins, then an hour, then two and a half hours. They said they couldn’t find the crew, or get hold of them. Ok seems weird but I’m sure it happens. Then, they cancel it all of a sudden because of the weather. Alright, that’s reasonable. I’d rather not die. So I wasn’t really losses off at this point. I figured these things happen and my time isn’t really any more valuable than everyone else’s so whatever I’ll deal with it. So I go to the bathroom and grab a snack, figuring I’ll wait for the line to die down before talking to the booking agents. Well big mistake. All of the AA agents are gone. No trace. Vanished. It’s honestly only 7:30pm at this point, not like it’s 2am or something. So ok, no big deal, figured I’d just call. Well I’ve been on hold with no answer for over an hour now. Went online to see what I could do, they chose a new flight for me. All of the other flights have one to three layovers. Great. No now I paid a bunch of money to be in Dallas for less than 24 hours. And I tried to file to receive a refund online. surprise! That page conveniently does not work. Honestly I’m not even mad my flight got canceled because that’s just life, but clearly their customer service is terrible. So not take AA, even it’s your cheapest option.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMilwaukee to Dallas
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"the worst trip ever"

(United States)

Trip Verified | Phoenix to Joplin via LAX / Dallas. American Airlines is the worst airline I have ever taken. First I try to book a one way ticket to Joplin, Mo but I guess you can’t do that because the airports are small, so they had my flight going to LAX airport and me staying there for 2 an a half hours, which then went to Dallas and me stay there for an hour and a half just to then be in Joplin at 10pm when the flight from Phx was at 6am. I get to the check in place and the lady that is checking my bags tells me she going to change my flight because they is a delay that I didn’t even know of, and she can make where I go to Dallas to then Joplin. So everything is going well until we are 10 mins from Dallas airport and I guess there was a storm and the Pilot didn’t feel like he could landed there so he flies to Love Field airport where at first it was because the weather but then the fuel part broke and had us sitting on the plane for 4 hours. They finally fix it and then we get to Dallas and wait an hour again on the plane because they didn’t have our gate ready. Everyone missed there flight and the workers were very rude. Everyone had to stay all night till the next day. But they booked my flight to Kansas City, Two hours away from Joplin, Mo. So I had to buy a rental car, thank god I had my credit card because they weren’t going to give me one, and I drive two hour to Joplin. But that’s not it they tell me my bag had to go to Joplin so to pick it up there so when I got there no bag. I then had to go out and buy clothes till a lady drive my bag to me from Kansas City! This was the worst trip ever I missed spending time with my family and had to spend a bunch of money that I wasn’t supposed to spend and they did nothing to help!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePhoenix to Joplin via LAX / Dallas
Date FlownSeptember 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

"Poor customer service"

(United States)

Trip Verified | San Antonio to Stillwater. Poor customer service. They do not care about customers. This is first time I have submitted a review but have wanted to before and just haven't. I usually don't complain but tried to rebook a fly got home so I could get home to see my family earlier and they wouldn't allow me even though they had 9+ seats empty on the plane. They said I could buy another ticket but wouldn't allow me to change flight. I'm sure they will screw up my later flight so I still won't make it home today like they have done before but certainly won't let me on earlier flight and would rather fly with empty seats.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSan Antonio to Stillwater via Dallas Ft Worth
Date FlownSeptember 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

"cannot justify loyalty"

(United States)

Trip Verified | Charlotte to Anchorage via Seattle. As many people know, American had some serious software blackout issues that delayed and cancelled an untold number of flights on June 17 - the day I happened to be flying. I had saved my airline miles to take a once-in-a-lifetime trip with my two young daughters. I spent 240,000 airline miles, only to have my flights delayed (and later found out they were cancelled). We had guided tours booked in Anchorage, and delays meant cancelled trip, lost money, no memories. We had been planning this trip for the last two years, so out of desperation, I stayed on the phone with American until I was able to book a flight out of Charlotte, a two hour drive away. We threw the luggage in the car and rushed to make it in time. We eventually made our final destination, but not with our luggage - it was lost. Without going into too many details, it was late at night the following day before I got my luggage, and only because I physically went back to the airport, demanded to look in their baggage claim, then demanded to do a physical search of the Alaskan Airlines baggage area. No one could find my bag in their computer, but I found it stuffed in the back of Alaska Airlines. If I had not taken all of these extreme measures our trip would be a total loss. The flight itself was ok. No food offered without extra fees. The flight attendants only came by once. The seats were very tight and uncomfortable. When I returned I filed a complaint with American, asking for at least some of my miles to be refunded. They offered a whopping 682 miles for my trouble. 682 miles out of 240,000!! I was appalled. I literally could not believe such a slap in the face. I appealed my complaint to corporate, and received a scripted answer letting me know that they stood by their decision and reassured me it was more than fair. Of course, they wanted to make sure I knew how much they hoped I would give them a second chance. Hmm, a second chance to do what exactly? After my time, my expense, my stress, my fight to drive to a far away airport, to go back to physically search and find my luggage that wasn't even tracked in their computer (it still said it was in Seattle waiting for another flight). I can't even book a flight from Greenville to Charlotte for less than 15,000 miles per person on their own website. We had three people, but they think 682 miles refunded was fair compensation. Shame on them. We have very different opinions regarding what is fair. I have been a loyal customer of American up until now. I cannot justify loyalty to an airline that responds so poorly.
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteCharlotte to Anchorage via Seattle
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

"unforgivable delays in take off"

(India)

Trip Verified | The only thing the American Airlines has going for itself is its list of entertainment. May be they should be in the TV business. The only thing they do not have going is to fly passengers from one location to another. This is the second time I have missed an long international connecting flight due to unforgivable delays in take off. If you do not wish to fly your passengers then why operate an airline. I wouldn't have left this review if I had just one such incident to describe, unfortunately with American Airlines this is my 2nd time missing a connecting international flight. Will never fly this again in case of a tight schedule. However if I do not have anything to do in life and have a few extra days to spare I will consider flying American Airlines because I could waste away my time in the airport.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteChicago to London Heathrow
Date FlownSeptember 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

"Quality is severely lacking"

(United States)

Not Verified | Avoid this airline. Quality is severely lacking in everything about this airline if anything goes wrong. What’s perhaps worse than this, however, is their disinterest in you as a customer. Once you are there if they screw up in any way whatsoever i.e. their ability to deal with problems that must naturally occur in running an airline, they will simply smile, say they’re sorry and continue to do nothing to help. On top of this, if you bring any of these issues to the attention of superiors via social media they are ignored or replied to with snarky comments and then deleted. My family and I won’t ever be flying with American Airlines again and I suggest you do the same.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteWisconsin to Phoenix Sky Harbor
Date FlownSeptember 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

"delayed due to technical problems"

(United States)

Trip Verified | American Airlines from Honolulu to Minneapolis via Dallas. The flight in Dallas (7:30 am) was delayed due to technical problems by 20 mins (7:50 am), which quickly escalated to change in fight and gate. Also the departure time was delayed by another 30 mins (8:25 am). Everyone was visibly tired at this point, but we still made it. The departure was again delayed by another 20 mins (8:50 am) because, “the new flight needs cleaning”. The time shows 8:45 am and no sign of boarding. When asked, the reason was that, “some of the life vests are out of the packets, they are working on fixing that, that’s why there is a delay in boarding”. The reason I am writing this review is that this is not the first time this has happened with American Airlines. A similar delay of 4.5 hours happened on the same trip (from Phoenix this time to Honolulu). The flight was scheduled at 2 pm. We boarded the flight and was asked to disembark due to technical issues. Again the flight and gate was changed and we boarded after 4.5 hours at 6:30 pm. Seriously question the quality of flights and maintenance of American Airlines flights. They are responsible for around 80 people missing the first half of their work and livelihood.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDallas to Minneapolis
Date FlownSeptember 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

"lack of customer focus"

(United States)

Trip Verified | I was traveling with colleagues from Boston to NE Arkansas, via O'Hare. We were supposed to have a 1.5 hour layover. Our flight from Boston to Chicago was delayed by an hour due to weather. No problem, these things happen. Usually when flights are delayed by that much the airline makes a special attempt to help travelers who need to make connections. But as we approached landing in Chicago they made no mention of connecting flights. They did not ask if anyone needed to rush off the plane to make a flight. They did not announce whether there were gate changes for connecting flights. I was at the back of the plane. Others I were traveling with were further up front. They ran ahead to the gate, which was in another wing of the terminal, a 10 minute walk, 6 minute run. I followed as soon as I got off the plane. Of course the gate was changed but no one at the old gate, when I finally got there, knew where the new gate was, so that took 3 minutes to locate it. My traveling companions who got to the correct gate first told the gate attendants that I was right behind them. But still they closed the jetway door seconds before I arrived and refused to open it. They had nothing to say, just pointed me to the customer service desk. The flights themselves were fine, comfortable, but the lack of customer focus, common courtesy, and most importantly the lack of helpful service on the delayed flight is emblematic of a company that just doesn't care. No attempt was made to help avoid the problem to begin with by asking if anyone had to rush due to the delay. No calls were made to the connecting gate to tell them that passengers were on their way. No attempt was made to help at the gate. And no apology was given at the service desk. It was a full team effort across numerous American employees to demonstrate that they couldn't care less about me as a customer. Pathetic. Also, JetBlue and Virgin both have free Wifi. American, nope. Gotta pay Gogo for really lousy bandwidth.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBoston to North East Arkansas via Chicago
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
7/10

"Overall a great experience"

(Australia)

Trip Verified | Seoul to Dallas Fort Worth. Overall, a great experience with AA on a long haul flight, but some minor things could make it a little better. A few days prior to my flight, I attempted to upgrade my seat online. I work in IT so I know what I'm doing. The AA web-page kept asking me to update some details, which I did, but kept coming back and saying that they were not updated. As a result, I was unable to pay and do an upgrade. Tried this five times on different days, same result. Met a couple in Inchon who had exactly the same problem. Please fix your web-page! Despite explaining very slowly, AA staff at Inchon at check in did not upgrade me either, even though the seat was available. Fortunately, just prior to boarding, found a staff member who understood English properly, and she did my upgrade, thanks! The flight was great; fast, quiet, food and drinks were nice, and cabin crew were very polite and kind, but who on earth selected these ultra small seats? Difficult to eat your meal without knocking your neighbor with your elbows. Please, even take out just ONE row would make the whole thing 100% better. Feel sorry for the cabin crew, impossible to get past one of them in the aisle if the food trolleys are in use. Despite all of this, I'm going to give good marks due to the newness of the aircraft, and the professionalism of the cabin crew. Captain had a great sense of humor too. Will be happy to fly AA again.
AircraftBoeing 787
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSeoul to Dallas Fort Worth
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"service was very good"

(Netherlands)

Trip Verified | Dallas to Amsterdam. The Flight was on time but I booked a ticket with code share flight with Finnair and I can`t reserve my seats and cannot check in online so the booking process was bad. The service on the airport and in the airplane was very good.
AircraftBoeing 777-200
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDallas to Amsterdam
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes