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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1/10

"always charging for extras"

(United States)

Not Verified | When checking in, the website wouldn’t let me continue knowing I have a seat already reserved. The only thing I could do to continue was pay for a preferred seating. After doing that I figured I should have called before but I didn’t. So I called afterwards and they told me they wouldn’t refund it because “it’s policy that it’s non refundable”. The representative was very professional but the supervisors she said she spoke with were awful. I wish I couldn’t talked to them myself. Yes it’s only $14, but they’re always charging for extras and it’s stupid! I told them there was something wrong with the website since it wouldn’t let me continue. They didn’t care. I have flown with American before and hated it. Hopefully my actual flight goes a lot better than the experience I had today.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSaint George to Phoenix
Date FlownJuly 2018
Ground Service 12345
Value For Money 12345
no
1/10

"Worst customer service"

(United States)

Not Verified | Worst customer service ever. They kept delaying the flight, and after four hours of waiting, cancelled the flight and could not offer any other flights. We were flying from Newark to Charlotte. Long lines of waiting to try to get another flight. We were treated like cattle. One recommendation was to drive to Baltimore and take a flight from there. Management was rude and ignored us. Then an hour on hold when I called to get my refund. Never again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNewark to Charlotte
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"rude and unprofessional"

(United States)

Trip Verified | My flight was late leaving causing me to miss my connecting flight that was suppose to land at noon in Kansas City and I’m suppose to arrive back at fort riley by tonight at midnight. The earliest flight they could give me was 8pm leaving philli and arriving in Kansas City at 1045. It’s a two hour drive back to fort riley causing me to be late to signing back onto post. This was already a sad time for me as I flew back home for emergency leave for a funeral and now going back to work I will be late signing back onto post. Which is a very big deal. When I went to customer service in Philadelphia the agent was extremely rude and unprofessional. Telling me there’s absolutely nothing he would do for me unless I magically appeared with orders. I tried to show him my leave paperwork and he said orders or nothing at all.
AircraftEmbraer 190
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePhiladelphia to Kansas City
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"the worst experience"

(United States)

Trip Verified | New York to Columbia via Chicago. This is the worst experience I've ever had flying. American airlines is a nightmare. Cancelled their flight leaving me stranded at the airport and playing redirection games while I sought for assistance. No customer empathy. Even in the dream or nightmare would never fly American airlines again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew york to Columbia via Chicago
Date FlownJuly 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
8/10

"No issues whatsoever"

(Hong Kong)

Trip Verified | Orlando to New York. After reading reviews, I was very surprised how good the flight was. Left on time, good food and good service. Seats were good, only 4 rows of 2. Plane left on time and arrived on time. No issues whatsoever.
AircraftBoeing 787-8
Type Of TravellerFamily Leisure
Seat TypeFirst Class
RouteOrlando to New York
Date FlownJuly 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
3/10

"concerns me regarding safety"

(United States)

Not Verified | Chicago to Dayton. Flight took off on time. After 30 minutes of odd flying, pilot announces cabin pressure was not being maintained. Flight was diverted to Chicago. After landing it was announced that the cargo door was not properly closed. They closed the cargo door and maintenance performed pressure check and we boarded the flight again, three hours later. I’ve contacted American Airlines several times to find our how they can miss a cargo door not being sealed prior to take off. The flight crew was blaming the Chicago ground crew. This concerns me regarding safety for future flights. American Airlines has been dismissive and has responded that they simply don’t have that information and there is no one that they can direct me to for answers. Pathetic. Flight attendants were very pleasant, otherwise.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteChicago to Dayton
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

American Airlines customer review

(United States)

Trip Verified | I had a flight booked with AA on July 23 at 7PM, they kept sending emails with delay notifications till 11 PM to finally cancel the flight. There started the nightmare - per their representatives AA does not have to provide anything because the cancellation reason was weather (something not out of discussion since there was another flight at 9PM and it was not cancelled). Parents traveling with kids, elderly persons on wheelchairs, etc and AA said that they could not provide any food, hotel,taxi. Everybody was re-scheduled on AA flights from July 25 till 29 (6 days after the booked flight) after any questions their representative kept saying his is not us, this is the company and how they want to address this issue.. I ended up buying a ticket on another airline to flight next day. I never could imagine that behavior from AA.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHavana to Miami
Date FlownJuly 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

"Pretty appalling experience"

(United Kingdom)

Not Verified | Pretty appalling experience. Have never encountered such poor customer service before. Staff were unhelpful, unfriendly and insensitive to those of us onboard that had very tight connect flight times. Completely unorganised disembarking which resulted in myself and my sister missing our connecting flight, despite telling staff our concerns and seeing that we were visible stressed and upset and about potentially not being able to get home, they did not seem to care or want to help us leave the flight a bit before those who had a little bit longer for connecting flights/remaining in Charlotte. I have never experienced this in many years of travelling with various airlines, worst experiment and left myself and my sister more stressed and upset. Will never fly American airline again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Jose to Charlotte
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
7/10

"very helpful and courteous"

(Greece)

Trip Verified | An early flight from Orlando to MIA. Check in went smoothly. As we had fairly heavy baggage, the check in staff was really helpful to advise us as to what to do to save money and at the same time adhere to airline policies. All worked ok. After a fairly strenuous TSA check went to departures hall and took the shuttle to the gate. Boarding procedure went ok, even though despite of our seat numbers were called last again. Staff were very helpful and courteous at the gate and on board. The cabin was clean. Just a bottle of non-spring water was offered, which we did decline. A fine flight, departing and arriving on time with staff being efficient. Only downturn is the airline's policy on luggage and staff uniforms that look aged.
AircraftBoeing 737-800
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteOrlando to Miami
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"I’ll stick to Southwest"

(United States)

Trip Verified | It all started when Ticketing agent in San Jose could not complete a family checkin for over an hour. Caused us to miss our 8am plane to DFW even though we were at airport 2 hours before departure. Waited for the next plane scheduled to leave at 1:37pm. But they hadn’t handled our ticket change correctly and we weren’t even booked on the flight. Another agent got us on as the last 3 passengers on board. American had previously announced the crew for the next flight was missing and another crew was busing in from San Francisco. Departed 45 mins late with a tight 1 hour connection in DFW. American assured us that all of the connections would be made. Upon arrival, hurried to change terminals and arrived at gate with 5 mins to spare. No one there even though American agents said they would call ahead and tell them we were coming. Put on next flight scheduled for 10:25 departure to Northwest Arkansas. American announces they don’t have a plane for this flight. They announce that a plane is due at 10:36. Now due to depart at 11:00. We’ll see! Incompetent ticketing agent! Missing crew! Missing plane! I think I’ll stick to Southwest and just drive to Tulsa! No thanks American!
AircraftBoeing 737
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSan Jose to Northwest Arkansas via DFW
Date FlownJuly 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