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 4426 reviews
3/10
3 star Skytrax Rating
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1/10

American Airlines customer review

(United States)

13 April 2014. AA1119 from Boston to Chicago ORD. AA1159 from Chicago to St Louis. There was a major delay due to the weather. So I checked with the crew at gate B30 before I board in Boston. She said AA1159 would also be delayed so it's ok. While I was checking my flight connection the other crew used the microphone and told everyone "If you are woried about your connection don't be." When we landed in Chicago I checked the gate for AA1159 via my phone status "In Flight". The gate was H11B so I went to the crew at H11A see what can they do for me. Since there were no more flights to St Louis they can only schedule me for the first flight the next morning. I asked where I could stay for the night told me I could stay at the gate or she could offer me a hotel for reduce rate. I decided to stay at the gate.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
1/10

American Airlines customer review

(United States)

Flight from LA to JAX via Miami was uneventful. Flight from JAX to Dallas was a total different story! Our flight left Florida at 7.20 am. After an hour in the air the captain announced we had to land urgently in Birmingham Alabama. Around 10 am they told us the mechanic was on the way and would take one more hour! By noon they announced there would be a plane coming from Dallas and should be in Birmingham by noon. We would be on our way and arrive at Dallas by 2.30 pm. I called an agent and was told there was only flight available leaving Dallas at 8.30 pm and arriving at LAX at 10.40 pm. We continued to wait and wondered what happened to the plane. The plane arrived in Birmingham at 3.00 pm. We were boarded by 3.20 pm. We were not moving for another two hours. Finally arrived to Dallas after 7 pm. Most of us had missed connecting flights and were told there would be an agent waiting for us at the gate to rebook our flights. There was no one waiting at the gate. I finally got on the next flight out of Dallas and felt lucky to be able to get on the 8.10 flight to arrive in LA at 9.40 pm. Arrived at LAX at 9.30 pm and told there was no gate available for another 20-30 min. We waited on the plane for 1 hr 40 min. I probably will not fly AA again.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
1/10

American Airlines customer review

(United States)

4/13/14. Flew from Rochester NY to Chicago. Plane was 45 minutes late due to weather taxiing from far reaches of O'Hare then no crew at taxiway. Missed our connection to Seattle. All flights overbooked so could not get on via standby had to stay overnight and pay for a hotel. Told our first class tickets through Travelocity were really Economy with instant upgrade we ultimately went coach 20 or so hours late. Never again. They did give us two $300 vouchers good for future travel within a year.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
3/10

American Airlines customer review

(United Kingdom)

We flew Heathrow to Puerto Rico 2 adults and 3 children under 12. When we tried to check-in online there were only 5 paid seats together - the others were scattered around the plane. Clearly we couldn't sit the 3 children on their own so we contacted AA and were told we'd have to pay the extra (£220) and book the paid seats which we did very reluctantly. When we checked in at the desk however we were told we couldn't have the seats we'd booked and were given 5 others which were a 2 and a 3. During the second leg of the trip we were given exit seats which were not allowed for children as we were told they would be 'a good bargaining tool' for swaps. On the return we couldn't sit at all near each other: 3 of us sat on the very back row and 2 at the front of the plane. However AA used BA as a carrier for the final leg - they had automatically allocated five seats together because we were travelling with children and allowed us onto the plane first - a completely different attitude from AA. I agree with former reviews - the seatbelt signs hardly went off on the AA flights which is unacceptable on long-haul. I have claimed a refund for the booked seats which we didn't get - am waiting to see if I'll actually get the money back.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
1/10

American Airlines customer review

(United States)

When we used to be able to fly through Chicago O'hare AA wasn't as bad. The last 12 times we've gone through DFW the plane sits on the runway after arrival for 30 minutes every time. This makes even an average time between connections tight. Then we get to our gate and the gate has changed while we're on the skytrain. And too often the flight is cancelled for no known reason. AA changes my seat unbeknown to me until check in which irks me. I do not care for the new 737s. All seats are 3+3 so there are no good rows and already tray tables are broken lights don't work and I don't think they fix them often. My husband is a 'top' platinum so he doesn't have some of the problems I do but he's not pleased anymore either.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
6/10

American Airlines customer review

Have lived outside the US for 20+ years. Have flown many long haul flights to European hubs and then on to different cities in the US. We usually fly on British Airways (great airline) or KLM or Delta. For the first time was forced (because of a change in flight schedules) to fly on American Airlines from DFW to London (Heathrow) yesterday. So many things wrong: seatbelt sign on for most of the flight despite only occasional mild turbulence. Not acceptable on a 9 hour flight. The flight attendants were not friendly or service oriented. They mostly communicated with each other and acted annoyed when interacting with passengers. or they just sat in the galley. On this long flight a request for another small bottle of water (in business class) was denied: "Only one per customer". They did not come around even once during the night to offer drinks. Unless there is no other choice avoid long-haul trips on this airline. The ground staff were a little better still not customer oriented.
Seat TypeBusiness Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
1/10

American Airlines customer review

(United States)

My husband and I have been trying to get home since 4/6/2014 we were booked on a flight at 4.10 after a one hour delay they cancelled it. We couldn't get booked on another flight so we had to stay over. They booked us on flight #2575 at 9.25 then overnight somehow we got cancelled even though we had recheck boarding passes. We were re- booked for a noon flight #2419. Then after being directed to 2 different gates and waiting in the airport for over 12 hours today 4/7/2014 our flights to Albuquerque were canceled. We were sent to 5 different gates during the 12 hours. 3 cancellations in 24 hours it's unacceptable customer service. We still don't know if we're actually going to have a plane at 8.20 flight #1285.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
9/10

American Airlines customer review

(United States)

AA997 DFW-EZE on 4 April - First Class. Overall a great experience. The purser was very personable and professional. 777-200 plane which has seen better days - for a first class seat (that I will say was super comfortable to sleep in as it was totally flat and they give you a thin mattress which makes it much better) there were so many little tears and things that made the seat look tatty. Food was good - appetizer soup (great pumpkin soup) salad chicken and veggies and desert. In-flight TV on AA is always a joke compared to any other carrier - too few TV shows - too few updated recent movies - super small screen for a first class experience. But for the price and the overall service - AA wins on this flight. I have recently had a lot of flights and AA has been doing great. Keep up the great work!
Seat TypeFirst Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
1/10

American Airlines customer review

(United States)

My husband and I were on flight 2224 from Las Vegas on April 4. The airplane was an S-80. We flew first class and were very disappointed. The only difference between first and the rest of the plane was a wider seat and meal. The plane didn't have movies or music. Bare bones plane for sure. Also a constant stream of people walking from the back of the plane to use front lavatory. Also alcohol is plentiful if you drink however I wanted ice tea and that is not an option. Maybe they don't know that it is available in bottles or cans.
Seat TypeFirst Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
4/10

American Airlines customer review

(South Africa)

Flew LHR-MIA. Seats are uncomfortable Inflight entertainment is below par. Overall its better just to avoid AA by all means.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no