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

"constantly change the time"

(United States)

Trip Verified | We fly first class mostly between Delta and American Airlines. We are seated right now in American Airlines from SFO to CLT. Our original flight was San Francisco to Dallas with final destination being Ft Myers. Seats generally more comfortable than Delta but no TV, no 110 outlets in our AA flight which means we can’t even watch a movie on our computer for nearly five hour flight. Really? The most annoying thing about American Airlines is they constantly change the time and sometimes the route of the trips. Recently booked RSW to Paris for upcoming September trip and they have already changed the time making it very inconvenient. Our last trip from Vail to RSW had changed with 3 hours of layover in Dallas from 1 hour. I tried to change the time and they said because I had used our miles for that trip, they actually wanted to charge a fee for us to go to economy class (first class was full but we didn’t want all the layover). Again really?
Type Of TravellerCouple Leisure
Seat TypeFirst Class
RouteSan Francisco to Ft Myers via Charlotte
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

"has the worst customer service"

(United States)

Trip Verified | After waiting for 2.5 hours for my flight at my gate D34 flight AA1606 American Airlines failed to notify me of a gate change. No other flights could get me to work on time so I have lost money because they couldn't get me to my destination on time. They also refused to give me accommodation or even at the very least prioritize my boarding so I can get off the plane as soon as possible to make it to work as early as possible. Somehow they managed to blame me for not getting an alert via email, on their app, etc.. American Airlines has the worst customer service that I've ever experienced and will never fly with them again. It's sad to say but even Spirit is better in every way.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDallas to Raleigh
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Absolutely appalling"

(Cayman Islands)

Trip Verified | Flew American Airlines from San Francisco to Grand Cayman via Miami. Worst experience ever! Second time in a row. Thought I would give the benefit of the doubt. Never again! Last flight 3 hours delayed and no food or beverages extra. Absolutely appalling. Will never fly AA again. Will gladly get a more expensive flight
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSan Francisco to Grand Cayman via Miami
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

"Purser continued to be abusive"

(United States)

Trip Verified | Los Angeles to London. I am an Executive Platinum (Emerald) member with American Airlines since 1999, and I have flown 1.5m miles with American Airlines. During my flight from Los Angeles to London Heathrow on Jun 5 (Flight AA108) I requested a cabin crew member to have a family member who was seated in 21A to be relocated to a vacant seat close to me. The cabin crew member was very accommodating and personally relocated my family member, Midway through the flight. The purser of the flight approached me an accused me of having the family member illegally take an unoccupied seat. I tried to explain that I requested the relocation with a cabin crew member and she obliged. The Purser continued to be abusive. I advised her that I will be addressing through all means possible.
AircraftBoeing 777-200
Type Of TravellerBusiness
Seat TypePremium Economy
RouteLos Angeles to London
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
2/10

"disappointed with the lack of action"

(United States)

Trip Verified | Dallas to Oklahoma City. Normally I don’t have problems with AA but after a recent flight cancellation for the second part of my journey, I am very disappointed with the lack of action on AA’s part. My flight which was on a Sunday night was delayed for about 1.5-2 hours at which point it was canceled due to “maintenance issues.” I called AA to reschedule a flight and also went to the customer service desk. I had a flight for work the following morning at 10:30 so I really need to get back. I asked if I could be put on another flight, switched airlines, flown out somewhere else and come from another place, get a rental car, or anything that would allow me to make my flight the next morning. They said there is nothing I can do but I can go online and get a reimbursement which should be up to $120. I ended up having to rent a car and drive from DFW to OKC which cost me about $260. I have tried to be reimbursed for this cost but the best I got was a $100 voucher that has to be used within a year. The problem is very few flights cost $100 so this forces me to fly AA again within the year and have to pay them more out of my pocket so this is in no way a reimbursement but a way for them to secure my future business. Additionally the refund for my flight was $79. I feel like I did everything I could possibly do on my part to remedy the situation and felt very helpless. I am very disappointed with AA’s effort on this and I will likely turn to other airlines in the future. The next flight I could have flown on was at 4:50 the following night and AA never offered to put me in a hotel so I would have just had to stay in the airport or pay for a hotel anyways. AA created a situation where I was at their mercy for assistance and did nothing.
AircraftBoeing 737
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDallas to Oklahoma City
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"was a complete nightmare"

(United States)

Not Verified | My entire American Airlines experience was a complete nightmare. I was traveling from Myrtle Beach to Detroit with my wife and 8-month old daughter. Our original flight plan involved a 1-hour layover in DC. After boarding in Myrtle Beach we were instructed there was a weather delay and we were taken off the plane. After waiting 45+ minutes in line at the gate, and being refused help from the neighboring American Airlines gate, we were rebooked for a 1-hour layover in Charlotte. When that flight was also delayed I expressed concern at the gate because we may not make the connector in Charlotte. The employee was disinterested in helping us find a backup plan in case this occurred. When we arrived in Charlotte we had no chance of making the connector. The employee in Myrtle Beach knew full well that we would not make this connector but sent us onto the plane anyway. After waiting 90+ minutes to speak to customer service in Charlotte we were rebooked to travel to Chicago, then to Toledo. We ran through the airport in order to make the flight to Chicago, but later found out that our checked luggage was left in Charlotte. 4 planes in 4 separate airports before we arrived home (with our 8-month old daughter!) at 12:30a. When I filed a formal complaint with the airline we received a token apology.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMyrtle Beach to Detroit
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"The worst flight by far"

(Sweden)

Trip Verified | London to Los Angeles. The worst flight by far. Once everyone was on the plane the pilot announced that we were gonna load on more people who’s flight had been cancelled earlier in the day and that this would make us at least an hour late. Once in air the food was horrendous and inedible and that’s coming from someone who never complains about food. Apart from that the bathroom was extremely untidy with sticky toilet seats. When we landed we were once again waiting and were stuck on the runway for approximately 50 minutes. This all resulted in us being over 2 hours late. If you have another option then choose that one because American is a disgrace. I usually fly with Lufthansa and this was really a downgrade.
AircraftBoeing 777-300
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Los Angeles
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
10/10

"so happy and impressed"

(United States)

Trip Verified | Pittsburgh to Dallas/Fort Worth. I was so happy and impressed with American Airlines Service. I was traveling from Pittsburgh, PA to Lubbock, Texas. I have never flown before and neither have my children. I have a daughter with special needs and disabilities so I made sure to make all the necessary phone calls to airports, TSA, and American Airlines. I wanted to make sure everything would go smoothly for her and that we wouldn't have any problems with her special needs during flights and her special needs stroller. Even though I made all the calls and had pre-boarding, I wasn't expecting the attention we got. Before each flight, I went to remind the American Airlines Customer service rep of our situation but to my surprise, they were already aware. They even said, "yes, we are all ready for lauren." They knew her name! I was just amazed. No problems with her stroller getting gate checked and when our flight ended, her stroller was in the terminal waiting for us. Even the flight attendance knew her name and gave her special attention. She even got a chance to see the cockpit. I am so incredibly thankful for the great experience that American Airlines gave us for our first ever flight. You made things so much easier and we were all able to enjoy our first plane ride. Thank you so much again and I hope our return home on Saturday is just as great. I will always fly American Airlines!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePittsburgh to Dallas/Fort Worth
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"frustrating and unorganized"

(United States)

Trip Verified | Miami to Denver. Worst flight experience ever. Was delayed 4 hours due to “weather” although it didn’t look like there was any weather outside. Gate got changed twice which made us walk 20 minutes twice to two different terminals because the gate changes were on opposite ends of the terminal and we weren’t communicated with about why there was a gate change. Once we were at our final gate we continued to wait for our delays to pass and boarded the plane. Once boarded there was an announcement about the flight crew being timed out so they couldn’t fly us and we would have to deplane. We deplaned and waited 2 hours in the gate to get new pilots. Barely any communication about what was going on. Very frustrating and unorganized.
AircraftA321
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMiami to Denver
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

"sit at the airport overnight"

(United States)

Trip Verified | Boston to San Francisco via Los Angeles. Worst Experience ever and I am very disappointed with the service. American Airlines suppose to set a high standard for all other Airlines. The service agent are rude and not helpful. I definitely will not use this airline again, and l will not recommended it to anyone. We had to sit at the airport overnight.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBoston to San Francisco via Los Angeles
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