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
Filter Reviews by :
Show
1/10

"nothing they could do to assist me"

(United States)

Trip Verified | Philadelphia to Boston. American Airlines has the utmost unprofessional, unfair customer service department and it’s by far the worse I’ve ever dealt with. Their policies are outrageous as well. American Airlines canceled my flight home from Boston without warning and there was no care or concern for the predicament I was placed in. Customer service kept passing me around only to tell me the same repeated message that there was nothing they could do to assist me. This resulted in me having to pay twice for the same flight I was originally on. Absolutely awful - I am disgusted and deeply unsatisfied.
Type Of TravellerBusiness
Seat TypeEconomy Class
RoutePhiladelphia to Boston
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
no
5/10

"Very poor experience"

(United States)

Not Verified | Philadelphia to Miami. Very poor experience during the check-in and boarding process. Counter staff appeared disorganized which slowed down the process. At the boarding gate, passengers we're asked at the last minute to check in their carry-on bags since the overhead bins were reportedly full, but upon boarding there was plenty of space in the overhead bins. I was left saddled with a lot of extra weight during my layover due to the items that I had to remove from my carry-on because they were too fragile and valuable to leave in a checked bag. Very inconvenient. When I bought my ticket it said one carry-on bag was permitted per passenger. Why did I not get what I paid for when there was in fact lots of room in the overhead bins? American Airlines continues to take advantage of paying customers raising the cost of travel while decreasing the quality of the flight experience. Not the first time this has happened.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePhiladelphia to Miami
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
no
3/10

"customer service is terrible"

(United States)

Trip Verified | Knoxville to Ontario via Dallas Fort Worth. American Airlines customer service is terrible. I received notice my flight was going to be delayed 3.5 hrs causing my connecting flight booking to be changed. The problem is I paid for round trip first class tickets 3 months ago. However Due to this delay my flight from Dallas Fort Worth to Ontario was cancelled and I was put on a different flight. Come to find out, my new flight is not in first class even though I paid for first class. So, I contacted the airline thinking it was a mistake. The first time I called I spoke with a lady who did not provide her name. She bluntly told me "Due to the delay in Knoxville your flight was cancelled and you wont be in first class". I told her that was unacceptable and I was mad, at that point she hung up on me. I called back, was hung up on again! I called back extremely upset by this point and got a gentlemen who told the same thing the first lady told me and that the only way the airline would consider giving me a refund was to file a claim with the airline. Why should I be punished after paying for services not rendered. I am 6 foot 5 inches, I always fly first class. I have flown many other Airlines and I prefer Delta, I had to fly American because this was business. But I can tell you I am never flying american again.
Type Of TravellerBusiness
Seat TypeFirst Class
RouteKnoxville to Ontario via Dallas Fort Worth
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
no
1/10

"treat their clients like dirt"

(United States)

Trip Verified | Memphis to Phoenix. This airline does not know how customer service should be. I have 500k miles with them and at gold level. They still treat their business clients like dirt and the agents are rude in talking with customer. I will sell off my miles and start other airlines with thoughts "what have done for today" otherwise I don't use you for traveling. Beware they keep changing the program so you are never at the top level or even treated like a customer should be. I think the public need to reverse the tables on companies like this and stop doing business with them
AircraftA320
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMemphis to Phoenix
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"always has problems"

(United States)

Not Verified | San Diego to LaGuardia via Dallas. This airline always has problems. They overbook and then want people to give up seats and baggage because there is no room in the plane. When you are traveling from point A to point B and then C it’s not okay. They are rude and obnoxious about it and like I said before they are messy. Having to check a bag isn’t the most annoying part, what is annoying is the fact that they make you run around looking for your bag because they can’t figure out where to put them. On top of that annoyance after a long trip that was made longer by stops is the fact that bathrooms where made for 5 years olds. Even a thin person can’t stand over the toilet properly. Thanks American Airlines for treating people who don’t want your credit card and other add on’s like a herd of cattle.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Diego to LaGuardia via Dallas
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
no
1/10

"they had no more food"

(United States)

Trip Verified | Cuzamel to Dallas. Don’t waste your cash paying for first class. On our way to Cuzamel we weren’t even offered a blanket or food and we checked in with regular flyers, which I totally don’t mind, but why did I pay extra cash if I wouldn’t be priority. Secondly on our flight back our seats were 6a and 6b and by the time they got around to us they had no more food. Totally not acceptable. Thirdly we were guaranteed a stay in premium lounge and upon landing we were told that Cuzamel is unfortunately the only country that was excluded. That took me over the edge. Totally disgusted with the service I received and I will ensure I never fly American Airlines ever again. This service sucks and I hope this company gets shut down. And last but not least the inflight movies did not work.
Type Of TravellerCouple Leisure
Seat TypeFirst Class
RouteCuzamel to Dallas
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
no
1/10

"not flying American Airlines again"

(United States)

Trip Verified | In flying from Sacramento to Kansas City through Phoenix, (Date: 8/12/18) our flight was delayed by an hour and a half which forced us to miss our connecting flight in Phoenix. We immediately went to speak to an American Airlines representative, who told us that they were likely not going to be able to get us into Kansas City that evening. What they could do is get us into Phoenix, to which they could put us up in a hotel for the night, and we could fly out the next day (the 13th). Seeing this was only realistic option we had we agreed to stay in Phoenix for the night. As we waited on the flight to arrive from its delay, once we got on the plane, the flight was then again delayed, this time due to weather in Phoenix. After about 20 minutes the flight was then cancelled. We got in line to talk with another American Airlines representative to see what we would need to do for a hotel reservation to stay in Sacramento for the night, as we clearly were not getting into Phoenix. We were then told that they were not responsible for hotel accommodations due to inclement weather. Had we known that the flight to Phoenix was going to have weather trouble we would have taken the flight into Charlotte, or we could have looked at another Airline flight. I asked if I could speak to a manager and the representative told me I would need to go online to file a complaint.. The Customer Service Representative wouldn't even sit us together on our flights for the next day. We were assigned separated seats and when we asked if we could sit together, we were told that we would have to pay a premium for upgraded seats (There were multiple open seats at that time, many of which were not first class). All and all we spent about 7 hours in the airport that day We both ended up having to take an additional day of work We had to pay someone to watch our animals for an additional day We had to pay for a hotel in Sacramento We had to pay for dinner, breakfast, and lunch before we got to fly out the next day (8/13) We had to pay for transportation to the hotel from the airport And we had to pay for an additional day of parking in Kansas City On top of all of this. I have had to call and plead my case (three separate calls) to American Airlines "Customer Service" for over two hours on the phone. I have spoken to three different “Customer Service Reps” and 2 different managers. After a week of not hearing from American Airlines I decided to call back. This time I was told that they could not find the complaint that had been filed by Lou and that if I had a formal complaint I would need to file it with the online form (https://www.aa.com/contact/forms?topic=CR#/). This whole ordeal has cost me an insurmountable amount of time and stress at my job to take care of, almost 3 hours I have been on the phone. On top of it all, I had a device (Nintendo switch) that fell out of my laptop bag on the flight home, valued over $400, now lost. I have notified American Airlines of the lost item as well, both in Phoenix and Kansas City, to which both referred me to the online portal to submit for lost items. I will not being flying with American Airlines ever again, and I will be sure that my company, colleagues, and family are informed on how poorly this company treats their customers for when they decide to make future travel arrangements.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSacramento to Kansas City via Phoenix
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"I would not be reimbursed"

(United States)

Trip Verified | New York to Dallas Ft Worth. My flight with another airline was cancelled last minute due to weather; so, I booked a one-way ticket with AA for the following day using the miles I had been saving for years and paid the $75 fee to do so. After waiting on the runway for almost 3 hours, we were told we had to return to the gate to refuel; however, once at the gate, we were finally told that the flight was cancelled and passengers were told to deplane and figure it out with the gate agent. The next flight AA could get me on was the following day at 6pm, so I waited in line for 3 more hours to obtain a travel voucher for one night stay (would you want your wife or daughter sleeping alone in LaGuardia Airport?) But to my surprise, I was told by the AA gate agent, who was seemingly extremely exhausted and overwhelmed, that AA no longer issued travel vouchers and that would have to instead submit a post-flight reimbursement claim at AA.com/customerrelations, including all receipts for hotel, food and transportation. As you can already guess, my request was denied, stating that it is not AA's 'approach to offer compensation for ATC delays', plus a bunch of other highly-pacifist lip service. My frustration and reason for this review is not due to my time being wasted on a runway for 3 hours or even for the flight being cancelled. My frustration is due to the fact that an AA employee lied directly to my face about AA no longer issuing travel vouchers (since apparently they do still offer voucher for cancelled flights) knowing damn-well I would not be reimbursed. So, on top of the miles and fee I paid to use those miles that I'd already spent thousands of dollars on to obtain, I'm out an additional $470 bc their employee lied to me. Had I known this, I would have demanded a voucher or a solution for where to sleep.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York to Dallas Ft Worth
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"by far the worst airline"

(United States)

Trip Verified | I was forced to use American Airlines to save $300 on a round-trip ticket from other airlines, so it was cheaper but the employees were all rude with a poor attitude from the very beginning. American Airlines is by far the worst airline I’ve ever flown and I fly at least five times a year for the last 18 years. Their customer service is complete garbage and they treat you like an animal. If they spoke to me out in the street or on the sidewalk like that they wouldn’t walk away with their front teeth intact, but since they work for an airline I have to be polite. Without working for a highly secured airport situation they wouldn’t talk to people the way they do or treat them that way. Will never fly AA again if I can help it. Stick with Southwest, JetBlue, any of the more people oriented and polite fun airlines.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSeattle to Norfolk via Charlotte
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"by far the worst carrier"

(United States)

Trip Verified | Dallas to Denver. Since moving to Denver over a year ago I have had to travel more than 10 times. Given that American Airlines has a hub in Dallas it offers the most options for flights each day, so until now I have chosen to fly with them. However, as I sit on yet another delayed flight I have decided that this will be my last trip with American. In the 20 legs between Dallas and Denver I have flown with American I have been delayed on 14 of them. Most of these delays were not weather related. American Airlines is by far the worst carrier I have encountered (and that compared to lousy overall industry performance).
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDallas to Denver
Date FlownAugust 2018
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no