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

"too much trouble"

(United States)

Trip Verified | Houston to Dallas. Totally disappointed when flying with American Airlines from departure to arrival. They have too much trouble. The agent was rude. How do you feel when someone responded they did not need to tell you about your ticket so that they charged extra $25 in addition bag checked at gate because the ticket allowed bag under seat while you was checking another bag. And then 2 bags arrived at 2 different gate, 1 at B, 1 at C. I paid $85 for 2 bags.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteHouston to Dallas
Date FlownApril 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

"first and last time"

(United States)

Trip Verified | Montego Bay to Manchester (NH) via Philadelphia. Where do I begin? One disaster after another. 2 hr delay leaving Jamaica, not weather related. Plane had a "mechanical" issue coming in. When I questioned a flight attendant about the safety of the plane going back out was given a snotty sarcastic answer. Only offered one chance at water or drinks on plane 2 1/2 hrs into flight. Missed our connecting flight home, nobody cared stating "the government " took away their ability to compensate. No dinner. Was told we were booked on the first flight out the next day when in fact we were only on standby. Plane full. Next flight out is 3 1/2 hrs later. Missed work, added expenses, nobody cares. First and last time on AA. Can't go lower than a 1 on survey? They dont deserve a 1!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMontego Bay to Manchester (NH) via Philadelphia
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"scared we would miss another flight"

(United States)

Trip Verified | We were set to leave Miami at 9:45 pm on Sunday April 15,2018. We arrived early checked and one hour early to be on time, once it came time for our plane the flight delayed till 10:00 pm due to some rain - once 10:30 came around they said they were waiting on an pilot and a crew to fly in from Cancun whose plane was struck by lightning so they had to switch planes when they arrived, which was 25 minutes after the time they told us making it now 10:55 pm. 11:15 an AA representative got on the intercom to inform us that the pilot had flew his maximum amount of hours. We were ferocious to the fact they had lied to us and they knew that pilot had reached his limit for the day. They tell us to go to the customer service desk for food vouchers and hotel vouchers. AA tell us to return at 9:00 am for the next flight to Nashville, we arrived at 7:45 am only to hear that the plane left at 6:57 am - there was no update posted on the site nor did we receive a call text n- o type of communication alerts. Course the 9 am we was told got delayed till 10:15 and which there wasn’t any seats on it the last flight we had a scheduled seat for was at 9:18 pm once again they here we are in the airport at 10:00 in the morning and our plane leaves at 9 at night - they gave us another voucher for a room but it was hard to rest scared we would miss another flight, so around 1:30 we returned to the airport and sit.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMiami to Nashville
Date FlownApril 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

"none of them were kind or pleasant"

(Canada)

Trip Verified | Minneapolis to Toronto via Charlotte. Due to an ice storm in Toronto, my connecting flight from Charlotte to Toronto was canceled (which I understood, and I support the airline in wanting to keep passengers safe). I admit that I was frustrated and worried because I was having trouble connecting to the CLT wi-fi to let my family know I was stranded (and I had never been stranded before), but even so, the lack of sympathy from the American Airlines staff was just staggering. The staff at the service desk talked more to each other than they did to me, and eventually handed me a scrap of paper with a 1-888 number for Travelassist and told me to go call the number. No empathy, no vouchers for food or shelter to help me along. And when I called the Travelassist number, they told me that all the hotels were booked and to call back in 2 hours to see if anything had come available (which is just as well, because I was so tired I gave up and booked a hotel through Expedia, and later found out that Expedia beat the "distressed passenger rates" AA secured by $15 per night!) When I got to the baggage claim to grab the bag I'd checked, it wasn't there, and when I asked the AA rep at the desk about it, he said that it could take 1-2 hours, and "if my bag didn't show up in 2 hours, come back." After an hour or so, my bag finally showed up. When I caught my rescheduled flight 2 days later, the AA staff at O'Hare were just as rude as the ones at CLT! I was not able to check in online for my connection, and only wanted someone to confirm whether I would be flying out that day, as I had a family member in Toronto waiting to pick me up and would have to message that person if I was delayed. When I went up to the desk at my gate, there was no-one there, but a young AA staff member was hovering nearby, so I asked him if he could help me. I was abruptly told by an AA crew member behind me that I had to wait for the gate attendants to show up. When they did, I went up to them to ask if they could help me, and was rudely told by the attendants (whose nametags were completely hidden by their scarves) to come back when they'd finished boarding the current flight. Other than the stewardess who grumpily loaned me a pen so I could complete my customs form, there wasn't a single American Airlines staff member I encountered who could be described as helpful, and none of them were kind or pleasant. I was a stranded student who had chosen AA so that I could come home from an academic conference a day early to save $350. Now, all the money I saved by choosing AA is gone because I received no vouchers, no guidance, no sympathy and no help. My first experience with American Airlines, which spanned multiple airports, showed me how rude, unhelpful and unsympathetic customer service people can be. And based on most of the other reviews on this site, I'm not alone in that discovery. I just wish I'd checked reviews before trying to save money - this was a painful and costly lesson to learn the hard way.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMinneapolis to Toronto via Charlotte
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"I missed it by 5 minutes"

(United States)

Trip Verified | Charlotte to Destin–Fort Walton Beach. Staff was rude and called the customer behind me a liar. I was unable to be checked-in because "the computers go down" 30 minutes before the flight and apparently I missed it by 5 minutes. I had only carry on luggage but was told there was nothing that could be done. Airline staff offered no assistance and then proceeded to get into a verbal altercation with the woman behind me. The level of unprofessionalism was unreal and I will never fly with American Airlines again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCharlotte to Destin–Fort Walton Beach
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Horrible experience and customer service"

(United States)

Trip Verified | We purchased 2 first class tickets from San Jose to Aruba. Well San Jose to Phoenix to Miami to Aruba. All American Airlines and all purchased at once. On our way there the connecting flight from Phoenix to Miami (Phoenix layover) was very tight. Just under an hour. We made it ok. On our way back the layover was actually only about 30 minutes in that same airport! Our Miami to Phoenix flight was unfortunately 15 minutes late. And we discovered upon final decent (landing) that we were already 15 minutes past boarding time for next flight by the time that our plane was touching down in Phoenix! Our stewardess let us know this is a common problem for this airport and directed us to the AA magazine so we could familiarize ourselves with the airport and see which way we need to run. We waited for the airplane door to open, ran out first (since we were first class) and ran through the Phoenix airport from our arrival gate, two terminals away to departure gate. When we got there, the door was shut, and there were 5 other people there who didn’t make it from other connecting flights besides ours. Everyone was complaining considering the plane was still right there. It didn’t leave for another 20 minutes or so but it didn’t matter. Upon getting to the customer service line, as the group of us did, there were others there complaining about the same issue. By our turn all the flights to the Bay Area for the night we’re full. We were told at this point our checked luggage was here with us in Phoenix so we could get it and take their shuttle to double tree (with a voucher) though they didn’t offer us a food voucher. Once at the carousels to pick up our luggage, we were told our luggage had actually made the flight. Then we were told we should have asked for a food voucher and we should go back. At this point we were 15 plus minutes down the airport and we’re too frustrated to go back. When getting to the airport the next morning, we were told first class was full. The plane was full and we were not even going to be sitting near each other. So much for the extra money for first class! Horrible experience and customer service. Another thing is on one of our earlier flights, we watched the luggage being literally thrown mid air from a luggage cart to conveyer belt.
Type Of TravellerCouple Leisure
Seat TypeFirst Class
RouteAruba to San Jose
Date FlownApril 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
9/10

"The most pleasant trip"

(United States)

Trip Verified | Mobile to San Francisco via Dallas Ft Worth. The most pleasant trip I have had in years. Airbus with screen in back of seat was great for passing 3.5 hourflight time. Was surprised that games, tv shows and movies were free. What a departure from the nickel and diming. Seats had enough room for me to breathe. Overhead bins were big enough to hold carryon's. Our suitcase was 51 lbs (1 lb over, agent said no problem). Will choose AA if choice is available.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMobile to San Francisco via Dallas Ft Worth
Date FlownApril 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
4/10

"be stuck in the middle seat"

(United States)

Trip Verified | Midland to Phoenix. Be aware that if you pay the lowest fare at AA you won't be able to use the overhead bins, only be allowed one carry-on, be the last group to board and not be able to select your seat until 24 hrs before departure at check-in. And from my personal experience they show only a few seats available for purchase making you think if you don't purchase a seat, you will be stuck in the middle seat even though when you board there are plenty of available seats.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMidland to Phoenix
Date FlownApril 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

"absolutely horrendous experience"

(Canada)

Trip Verified | Grand Rapids to Vancouver via Dallas. After an absolutely horrendous experience with American Airlines and their garbage customer service with multiple missed flights, every flight overbooked and their "not our fault. We had to de ice 8 times, good luck finding hotel room, though other airlines had no problem flying out did they? Their "customer service" counter is false advertising as they couldn't give a damn, and said "nope we can't upgrade your seat because others require a fee and it's not our fault you missed your flight because our planes are old." Then for customer service, it basically submit it to an email that's probably just marked as spam/delete so they don't take responsibility Try any other airline or walk even, American Airlines is garbage.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteGrand Rapids to Vancouver via Dallas
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"at the airport since April 13th"

(United States)

Trip Verified | Dallas to Minneapolis. Thank you American Airlines I've been sitting at the airport since April 13th, it is now April 14th at 9pm. I'm still sitting here I missed my flight this morning and there's a storm in Minneapolis so I can't catch a flight until tomorrow morning April 15th at 8 in the morning I haven't eaten since yesterday. I've asked if I could get a voucher to stay at the hotel for the night and the voucher for meals but you guys have told me no.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDallas to Minneapolis
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no