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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2/10

"Will never fly them again"

(United States)

Verified Review | Atlanta to St. Thomas via Miami. Terrible. Flight delayed from Miami thus we missed our ferry from St. Thomas to Tortola. Staff at desk were not only useless but nasty as well. Would not give us details or assistance beyond telling us the St. Thomas staff will help. We get there, the staff is even worse. Now on the return leg of our trip same story. Flight is delayed thus we're missing our connection. No help, apologies or anything besides "you're stuck. Will never fly them again. If I could give a zero rating I would.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAtlanta to St. Thomas via Miami
Date FlownAugust 2017
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

"will never fly American Airlines again"

(United States)

Verified Review | Flew Miami to Maui via Phoenix. American Airlines is the worst airline I have ever flown. Even though flying first class, the gate agent charged me for bags. I complained at the time but was told that is the way it's going to be. The gate agent then sent my bag to a different country leaving me with no clothing, toiletries, etc. Even a day later the airline was unable to confirm the location of my bag or make any commitments regarding getting the bag to me. I had travelled to Maui for my son's wedding. On top of all of this, on two long-haul flights to Maui from Miami, the airplanes had no entertainment and shoddy Internet. To the extent humanly possible, I will never fly American Airlines again.
AircraftA321 and Boeing 757
Type Of TravellerFamily Leisure
Seat TypeFirst Class
RouteMiami to Maui via Phoenix
Date FlownAugust 2017
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

"my seats were given away"

(United States)

Verified Review | Phoenix to Reno. The worst service ever! After checking in at the counter and handing my ID to the clerk, I was given someone else's ticket along with my sons ticket. I didn't notice till I was going through security. I was told I couldn't go through because my ID didn't match my ticket. I was in tears. I had waited 42 minutes in line and did not have time to go back to the ticket counter 2 floors down without missing my flight. I was escorted by some airport staff and they asked the counter person to make sure to call and let them know I was coming and hold my seat. I got there 15 min till departure time and was told my seats were given away to stand by and they were overbooked! I was in tears with my son. This was the last flight back home and all other flights from other airlines were sold out. They said there was nothing they could do for me even though it was their fault for giving me someone else's ticket and causing me to lose my seat. Customer service just gave me number to call. I have never experienced this kind of unprofessionalism. I would never recommend this airline to anyone.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePhoenix to Reno
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"customer service I received was useless"

(United States)

Verified Review | Flew from New Orleans to Cancun. A travel warning was issued to our place of destination after booking the flight. Other members of our group are flying with Delta and I regret not doing so. Everyone was able to change their ticket as Delta was understanding of the circumstances. I was not given that option and could not even escalate the call to speak to someone for assistance. The customer service I received was useless and the lack of concern for safety is completely unacceptable. Never using American Airlines again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew Orleans to Cancun
Date FlownMarch 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"flying the absolute bottom of the barrel"

(United States)

Verified Review | Flew Charlotte NC to Fayetteville NC. Trash. I fly American all the time due to contracting with the company I work for. I can not stand them. Always late. Airplains are always delayed. I have a flight canceled on me 30min befor it boarded. I ended up having to drive over an hour to the next airport to make the flight they transferred me to without offering me a refund or if it was possible for me to make it that far. Every time I fly I with American I know I am flying the absolute bottom of the barrel. Oh and they live to charge like they are something special. $1000+ for a round trip on the east coast? Wish I was back with Southwest.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCharlotte NC to Fayetteville NC
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
10/10

"had a terrific experience"

(United States)

Verified Review | Just a quick review, since I think so many people only "review" when they've had a bad experience. I flew Portland OR - Boston RT and had a terrific experience. Nothing remarkable but online ticketing and check-in was easy, everyone was friendly, got the seats I wanted, no hitches, delays etc. Great experience overall from American Airlines.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBoston to Portland OR via Chicago
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"we felt like people, never like sheep"

(United States)

Verified Review | We are happy to report an excellent experience with American Airlines. We took a long-anticipated vacation to D.C. and the flight there was on time and very nice to inexperienced travelers. The flight was good and we were comfortable. They handed out snacks and a drink to passengers. Unfortunately, our trip was cut short due to an unexpected death in the family. My mom had also been hospitalized after learning of the death, so I just wanted to get home asap. I called American Airlines to help change our plans for an emergency flight home, and the woman who helped us was so kind and patient as we were still reeling from the news and trying to make a decision whether to take an early flight with a layover or take one in the afternoon. They waived change fees that would have been over $400 and just charged us less than $20 for the difference in the ticket costs. The woman from American Airlines handled everything, and got us home at the earliest possible time we could get out. We are inexperienced fliers and have never had a transfer. The ticket agents helped us figure everything out. When our flight was delayed due to weather I started to panic for fear of missing out connecting flight, and the steward was so helpful and kind - The transfer ended up getting off and then getting back on the same plane so we didn't have to worry about missing the connecting plane! Thank you American Airlines - we felt like people, never like sheep.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteWashington DC to Minneapolis
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"currently still waiting"

(United States)

Verified Review | Fort Lauderdale to Washington. The flight was delayed by almost an hour, and once they called us from the terminal they had not even gotten other flight out of the airplane and had us standing in line for 15 minutes. On the plane, they claimed to never have picked up their free snacks from their last stop, so all they have is ones you have to pay for. The wifi was unavailable for our flight. Once we landed (late from our estimated arrival time) we were waiting in line to get to the terminal for about 15 minutes for the so called "wing men" or something like that to help get the plane there safely, and now we have been waiting in the plane for apparently a designated person who can operate the ramp so that we can get off this flight from hell. We are currently still waiting. I do not plan on using this airline again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteFort Lauderdale to Washington
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"a journey from hell"

(United Kingdom)

Verified Review | My return journey from Orlando to London via Chicago was a journey from hell and very disappointing experience. I wasn't even notified of my delayed flight from Orlando and I was re-routed via Dallas Ft Worth instead. I urged the agent to book me on the direct flight to London on British Airways but she refused saying it was full. I later found out that that wasn't true and there was plenty of seats available at the gate. Flight to DFW was also delayed which meant I missed my connection in DFW. I was stuck there for a whole day, and missed a day at work. No accommodation was offered. The flight from DFW to LHR was depressing. They ran out of meals so was served a sandwich instead. I was told I need to pre-order next time! I explained that I was re-routed and had no choice. To top it up, my bags were delayed too. Everything that can possibly go wrong went wrong. I don't think I ever had an on time departure with American Airlines. Very depressing
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteOrlando to London via Dallas Ft Worth
Date FlownAugust 2017
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

"will not recommend"

(United States)

Verified Review | Absolutely the worst communication from American Airlines. Rude staff, flight from Philadelphia to Seattle got delayed 9 hours with yet again no communication to the guests. I will drive to the rest of my vacations due to the experience we received. This is unacceptable. 2 thumbs down will not recommend this flight to anyone, friends or family
Aircraft321
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePhiladelphia to Seattle
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no