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 4277 reviews
3/10
3 star Skytrax Rating
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1/10

American Airlines customer review

(United States)

I am a US college student currently in Buenos Aires, Argentina. I was traveling from Columbus, Ohio with connections in Washington and Miami. I board in Columbus without any problems however once on board I dealt with rude flight attendants. The flight to Washington arrives to DCA on time, I had enough time to board my flight to Miami, where I boarded without any problems but once again faced rude flight attendants. Arrive in Miami 20 minutes delayed where I was called up to the counter by an agent where I was asked to switch seats with another passenger because a family was traveling. I paid extra for this seat because all that was left was the preferred seating, I asked the agent if I would be moved to a preferred seat, she said yes. I get in line to board and am told rudely that I was in boarding group 4 and that they were only boarding group 1 at the moment. I paid extra to be in boarding group 1 and will never again switch seats with someone. Finally am able to board and the safety video plays on the screen on the backs of the seats. The pilot comes over saying that there are two minor problems that need to be taken care of before we can take off. After waiting for over an hour the pilot comes back over the intercom again to explain that we need to deplane. So we got off the plane and wait at the gate for another hour before we are finally told that the flight won't leave until 11.30 the next morning. After waiting forever to speak to the ticket agent and was only offered a transportation voucher. I had to pay for a hotel in Miami.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteColumbus, Ohio to Buenos Aires, Argentina
Date FlownJuly 2015
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

American Airlines customer review

(United States)

American is usually okay for me but they aggravated me this time around. I'm assuming the airlines set the flight times. We had a 2 hour layover which is usually enough time but due to the size and unecessary complexity I already reviewed the airport separately) of Miami airport, it was not enough time and we had to run to make final boarding call. I feel like an airline should understand times and how each airport is and should not schedule flights if they know it will be almost impossible for their customers. We were so close to not making it even though we were responsible with booking the layover times. If there is such a risk of passengers not making it don't schedule flights for those times! Part of the problem was the need to claim baggage and recheck it which we were not informed of when we booked the flights. It took far too long for our baggage to come and there was no one around to answer questions about whether or not more baggage was coming. Then after running to make it we still didn't take off on time. We sat for 30 mins at the gate while they fixed some problem in cargo. Some smaller complaints: they did not serve snacks on any of their flights for this trip and they did not show any good entertainment. They kept showing show after show instead of movies and not any good shows either that are popular.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePamama City to New York via Miami
Date FlownJuly 2015
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

American Airlines customer review

(United States)

Anytime I have ever flown with American Airlines there has always been a way to go above and beyond of making flight travel as miserable as possible. I'll give American Airlines the benefit of doubt. Not all of the people who work for American Airlines are rude. They will acknowledge you if you are persistent and polite enough. When I was at the Denver Airport I was not impressed with the agents. The flight crew did their best to help me. They were able to inform me that I would miss my connecting flight to Pittsburgh. There was only one agent who seemed to address my issue in concise and respectful manner - other agents were rude. I don't need outstanding customer service.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDenver to Pittsburgh
Date FlownJuly 2015
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

American Airlines customer review

(United States)

I haven't flown with AA for a while and my July flight to AA is the most horrible experience I have ever had. The aircraft is not clean and new compared to other airlines like UA or JetBlue. On my flight from Dallas to New York City, I was asked to check my carry on baggage before boarding (I am the last few to board) saying there is no enough over seat space. But after boarding the airplane, I found that there are much more space near my seat and there is no need to check my carry on. On my experience with JetBlue, the flight attendee will arrange the carry bag space for you.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Jose to New York via Dallas
Date FlownJuly 2015
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

American Airlines customer review

(United States)

My plane was diverted from DFW to Shreveport, LA, left on the tarmac for almost 3 hours and then abruptly cancelled. No flights out meant that everyone was stuck and no rental cars were available. No help w/ hotel costs or car rental. Will never fly American again
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSAV to Seattle, WA
Date FlownJuly 2015
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

American Airlines customer review

(United Kingdom)

We were set to travel from Vegas to Dallas then to Orlando then to Gatwick. The nightmare started on our first flight, flight was delayed due to cabin crew being late, when we got to Dallas we had missed our connection due to the previous flight delay, we then get told we can go on the next flight but it was fully booked so we would be put on standby. We made them aware we had more connections to get to, they couldn't of cared less! After my partner explaining we needed to get home due to commitments etc they put us on a direct flight, after they booked it then told us it was to Heathrow airport which is 45 mins from where our car was in Gatwick. Advised that the airline would pay for our bus journey so we took it. When we arrived in Heathrow our nightmare continued as American airlines had now lost our luggage. When we realised the luggage was missing we went to a help desk just to file a report and to be told to go home and our luggage should arrive later that day and all will be ok. Well I've been home a day now and numerous phone calls to American Airlines have not been helpful to us.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteVegas to Heathrow via Dallas
Date FlownJuly 2015
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

American Airlines customer review

(United States)

Flight from Boston to O'Hare, fair to good. Basic experience. AA did not handle the flight delay well in O'Hare - assigning late inbound pilots who were near time-out for active service on an already delayed departure flight to an airport with a curfew time. O'Hare frequently has runway holds and queues to make things even later. We ultimately returned to a different gate due to timed-out pilots for our now cancelled flight but then they didn't have the staffing available to open the gate and get us started with rescheduling flights for an additional 20 minutes - blowing any chance of catching some of the last flights to Southern California for the night. It was just one setback after another. My recommendation, if your flying AA - stick with the hub in DFW, at least they may have the extra resources there to keep things moving. I was dumbfounded by the decision tree and mitigation process for the not so uncommon event of a cancelled flight at O'Hare. No hotel help, a silly dinner voucher for some restaurant that might be open in the terminal after midnight, and just not a whole lot of explanation. Yes, the rain did cause part of the delay, but really no responsibility was attributed to the airline for the other factors that weighed into the cancellation. I am now flying home on a competitor along with at least 5 others I recognize from that fateful night.
AircraftBoeing 737
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBoston to Orange County via O'Hare
Date FlownJuly 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

American Airlines customer review

(United Kingdom)

A depressing experience. Flight delayed nearly 4 hours with no explanation. We went through a secondary security check so water purchased after primary security was confiscated. I should be grateful that AA takes security seriously but several people came through that check with water not found by the baggage checkers. The cabin crew were rude, unfriendly and very unapproachable especially when we needed water. There were passengers in the front seats who we assumed were airline employees. They were given priority treatment with much joking with the crew. All very unprofessional. At take-off and landing there was very little attempt to ensure seat-belts fastened or seats upright. To get on to a British Airways ongoing from Miami was a true joy.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLima to Miami
Date FlownJuly 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

American Airlines customer review

(United States)

Flew from Vegas to Chicago O'Hare, en route to Buffalo. Was informed via voicemail my next flight was delayed and then another canceling. I called the given number to get booked for the next flight it was not until 8.30 am. She said I would get info through email that never came. They had cots present to sleep on but failed to mention they wake you up at 4am. Sat at my gate for 4 hours just to find out they had changed it without me knowing about it so I had to run to my next gate. I got there with 10 minutes to spare but they closed the gate, would not let me on, and said that my ticket had not been issued when I had it present on my phone. Next flight was not until 3 pm, luckily was on standby at 12 pm where I managed to get on an "overfull" plane last minute. Arrived home 14 hours later than I paid for. Used their gogo service and paid $6 for a movie that cut off after 30 minutes, no refund. They don't even offer complimentary peanuts on a 4 hour flight. Never will fly with them again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLas Vegas, NV to Buffalo, NY
Date FlownJuly 2015
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

American Airlines customer review

(Spain)

Our flight was delayed 5 hours due to a bad computer part. We were repeatedly given inaccurate information about the length of the delay. Told AA had to get the part from UA, then told part had to be flown in. Then part was on UA plane in hangar. Told it would take 5 minutes to swap out. Took an hour to remove, another hour to install and then testing began. After 2 hours of delay, given $12 meal voucher. You can't even buy a pre-made sandwich at ORD for that amount. Missed our connection and the rebooked one too. Trip that should have been 16 hours to my home took 24 hours. AA gave me 5000 air miles, which costs them nothing.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteChicago to Heathrow
Date FlownJuly 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no