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 5921 reviews
2/10
3 star Skytrax Rating
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1/10

"We missed our first day"

(United States)

Trip Verified | Norfolk to Punta Cana via Philadelphia. Once in the plane and pulling away from gate the plane stopped and we sat for approx 20mins. After waiting, the Pilot announces we have a maintenance issue and they are finishing the paperwork and we will be leaving shortly. We leave after about 10 more mins and begin to taxi towards the runway. About halfway there the plane pulls over and the Pilot states “sorry folks, the plane is a little grumpy today, we have another maintenance issue and should be ready in about 20 mins. After 29 more mins the Pilot comes back on and says “ this isn’t the way we wanted to start your morning or ours, but now there is a ground stop in Philly and nothing’s moving, it should be clear in 29 or so minutes but for now we are go my back to the gate to refuel”. By this time we now are going to miss our connecting flight!!! When we arrive in PHL we are told to go to service desk and they were going to put us on a flight with another airline. We arrive at the service desk and are told that there are no more connecting flights to Punta Cana and we would have to fly to MIA and then to Santo Domingo and drive 3hrs to Punta Cana at our own expense or find a hotel at our own expense and fly out on Saturday. Really? We then ask for a manager who tells us there isn’t anything that can be done because the flight was listed as Air Traffic Issue. He then offers us a $12 food voucher for our inconvenience, the food in the airport restaurant is over $12. So now we haves to fly to Mia then to Santo Domingo and drive to Punta , we arrived in Punta Cana at 1:30am. After a 19hr nightmare. We missed our first day at Secrets Royal Beach all Resort and couldn’t get a refund all because of American Airlines. Everyone i talked to made us feel like it was our fault and nothing could be done.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNorfolk to Punta Cana via Philadelphia
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
2/10

"Shockingly poor experience"

(United States)

Trip Verified | Shockingly poor experience on many levels, as AA had no regard for customer service. As a Oneworld Emerald am entitled to a range of benefits on AA including priority seating for myself and family. My daughter was traveling with me on this occasion, albeit on a paid ticket on separate record. AA flat out refused to link our records so my daughter could sit with me in Main Cabin Extra, necessitating me to downgrade to sit with my daughter. We were guilty of buying two paid tickets on different records and no fewer than six AA phone and airport personnel were unable to resolve and change. Instead MCE seats were given to non status customers for free at JFK check in. I am extremely loyal and fly 50+ AA, 100 Oneworld flights per year and simply cannot understand the lack of empathy or empowerment of employees in situations like this. Economy was extremely the usual uncomfortable cattle car. Deboarding devolved into a shouting match and pushing contest as several passengers rushed the door, with no AA personnel around to supervise what should be simple. Would not recommend.
AircraftBoeing 777
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNew York to Barcelona
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"the worst first class"

(United States)

Not Verified | New York JFK to Paris. This is the worst first class experience I have ever had. The seats were uncomfortable and in flight service was mediocre at best. The electronic accommodations were minimal. I’m embarrassed that this is an American company. I will try to avoid at all costs flying with them again. they will only be the last resort. To top things off even though you’ve spent thousands of dollars to have a seat, the Wi-Fi has to be paid for if you want access.
AircraftBoeing 767 300
Type Of TravellerCouple Leisure
Seat TypeFirst Class
RouteNew York JFK to Paris
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

"frustrated with American Airlines"

(United States)

Not Verified | Norfolk to Albuquerque . I am so frustrated with American Airlines. As everyone knows, Hurricane Florence is approaching the East Coast. Well, I have a flight schedule to leave on September 14th, the same day Hurricane Florence is set to make landfall. When I received word that I was able to change my flight and the fee will be waived, I called AA customer service line. I explained to the CS rep that I obtained my ticket with my points and I wanted to cancel my ticket and have my miles credited back to my account. She told me that it can be done. She went to explain to me that two things can happen. The first is, I can purchase another ticket with my points but, I have to fly before September 19th. I informed her that wouldn't work because, If I was not able to travel Friday (14th Sep) there was no reason to fly because I was traveling for a specific reason. So the second thing she tells me is, I could get credit for my points after I pay them $150.00 to credit the points back to my account. I told her that was crazy. Why would I pay $150 for something that I earned for paying full price. She also told me I could forfeit my points if I choose to. This entire conversation was so crazy to me. I told her, it wasn't like I was cancelling on my own, there was a pending storm coming. All she could say was she understood. I don't think she does. I know that I am not the only one that is going through this right now, but it sure feels that way. I knew there was a reason why I didn't fly AA. This Review is for the Customer Service experience, where it all starts. My actual rating is 0/10, however I don't have that option.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNorfolk to Albuquerque
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"never fly with them again"

(United States)

Trip Verified | Nashville to Miami return. This was my first and last time flying with American Airlines. First off I payed $50 to check my baggage with them which is fine, no problem. When we landed back in Nashville I received my suitcase and saw a hole in the front and scratches all over my suitcase. I then went to their baggage service and she proceeds to tell me that there is nothing they can do about it that it doesn’t “cover”. I paid you money to transport my luggage and there is nothing you can do about it? Terrible customer service and seriously will never fly with them again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNashville to Miami
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Worst customer service ever"

(United States)

Trip Verified | Colorado Springs to Atlanta via Dallas. I had two delayed flights and three flight changes. I spent all day in airports and I paid extra for my tickets to receive better flight times. I certainly did not get my money's worth there. Every American representative at the airport, on the phone and via email blew me off. Worst customer service ever. I will drive before I ever use American Airlines again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteColorado Springs to Atlanta via 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

"Don't use this airline"

(United States)

Trip Verified | Philadelphia to Ft Myers. Worst experience with an airline to date . They Cancel a 1040 flight at 8.15am, they then Book me on a 740pm night flight. Send me to gate B11 to find out it has been moved to gate B6 only after asking seeing the flight there is to Detroit. Don't give us the seats from the 1040 flight and charge us 24 dollars a seat extra for the isle seat they cancelled on us in the first place. Don't use this airline. Have had better experience on low fare airlines. Not a good experience will never book my personal or any of my business flights through this airline ever again.
Type Of TravellerBusiness
Seat TypeEconomy Class
RoutePhiladelphia to Ft Myers
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

"No wonder the reviews are so low"

(United States)

Trip Verified | 2 plus hours in plane delay was complimented with the crew busy in trying to sell their paid snacks rather than at least asking passengers for water, while air-conditioning was probably turned off as it became hot inside. Instead of 10:49 pm arrival they taxied on both airports for hours while not bothering to give the correct reason or offering any drinks. No wonder the reviews are so low.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLa Guardia to Dallas Fort 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

"it was truly horrendous"

(United States)

Not Verified | American Airlines doesn’t care at all about its customers. No fresh food on the flight from Orlando to Washington DC. No opportunity to buy any real food on the plane for 5 hours (overall 3 hours late). They boarded us on time and then didn’t take off for another 2 hours. Landed 2 hours late and then spent 1 hour waiting for the gate. It’s clear from this experience that American Airlines truly does not care about anyone on their planes. Not the customers, flight attendants, or pilots. Everyone did their best to make it through the experience, but it was truly horrendous.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteOrlando to Washington DC
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
2/10

"we were delayed again"

(United States)

Not Verified | Our flight was scheduled to leave Philadelphia at 7:05 PM. At 6 PM we were informed that our flight had been delayed until 8:20 PM. We began boarding the plane at 7:30 PM only to sit on the plane for the next five hours. At one point we taxied away from the gate only to return back to the gate several minutes later. The whole reason for our five hour delay was that we were waiting on airplane parts for a diabled plane in Glasgow Scotland. After they loaded the airplane parts and we were ready to leave informed us that we need to top off our gas because of the fuel used and taxiing out and having to taxi back to the gate. Then we were delayed again because we had ran out of bottled water on the plane after sitting for several hours. We were on an American Airlines flight from Philadelphia to Glasgow for 12 hours for what should've been a 5.5 hour flight. Of course within missed our connecting flight which there is only one a day out of Glasgow to Stornoway. American Airlines just doesn't seem to be able to get their stuff together.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePhiladelphia to Glasgow
Date FlownSeptember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no