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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10/10

"to extol American Airlines"

(United States)

Verified Review | San Francisco to New York JFK. More often than none, passengers bash the airline that failed to meet their personal expectations. There are so many components that go into air travel that it becomes trite to focus on event that left a bad taste. So, this review is to extol American Airlines. Checking in at SFO was quick and easy and the women who placed the luggage on the belt was charming. The Admirals Club was staffed by friendly workers and the morning display of food was more than enough to satisfy even a picky traveler. The Aircraft is amazing as is the business class seats. The FAs were professional, warm, friendly, and proud to be serving the customer. The food was as good as the service. IFE was outstanding. This was one of the best flights I have taken. American is doing what they do best. Perhaps it is the route that warrants this service.
AircraftA321
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteSan Francisco to New York JFK
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"never had a good experience with them"

(United States)

Verified Review | Fayetteville to San Diego via Charlotte. First got a call saying my second flight to San Diego was overbooked then got to the airport to find out the aircraft was downgraded for my first flight so they had to cut 15 people. Then the first flight was delayed for an hour. Not to mention my wife got a call for her flight at 1000 pm the night before saying her flight to a different location was totally cancelled, I have never had a good experience with them only use them rarely when my business makes me use them.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteFayetteville to San diego via Charlotte
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"No regard for the customer"

(United States)

Verified Review | Always switching gates, sometimes even terminals. Arrived at gate as stated on ticket at boarding time and sat down to wait. Then I heard them say flight to Tuscan had changed gates. My flight was to Portland, which had obviously been changed earlier. After slow, seemingly uninterested service I was told my flight had moved 20 gates to the other end of terminal. I ran and literally arrived 2 min after door closed. Lady made no real effort to get me on the plane. Just cited the rules. Meanwhile I could see plane sitting there. Clearly could have helped if she tried. Service on flights and at gates always seems plastic and fake, like they are just going thru motions and not even trying to hide it. No regard for the customer. I will never fly American Airlines again!
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteDallas to Portland
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
10/10

"I was pleasantly surprised"

(United States)

Verified Review | Flew American Airlines from Ontario to Phoenix. I had to call the customer service for a question about baggage and upgrade. I would like to say how impressed I was with their customer service. Upon completing a short voice prompt, I was directed to the appropriate department. I expected a wait time as with most lines. I was pleasantly surprised to be connected to a customer service representative in under a minute. When I talked to her, she was most gracious and helpful.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteOntario to Phoenix
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"unacceptable problem solving"

(Thailand)

Verified Review | Boston to La Guardia. At boarding gate, suddenly American Airlines announced the flight is delayed from 12.00 to 2pm without any prior notice at check in or earlier. I booked for first class but then got downgrade if I want to go earlier flight at 1 pm. I have no choice and they told me there won't be any compensation. Only 1 staff working at the gate trying to fix this problem for the whole plane passenger. Very bad management and unacceptable problem solving.
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteBoston to La Guardia
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

"absolute worst check-in"

(China)

Verified Review | Los Angeles to Shanghai PVG. I just encountered the absolute worst check-in and security I have ever experienced. We were at the American Airlines terminal at LAX. They insisted we checked in using machines, none of which worked for us. When we went to a desk the lady behind the encounter was rude and accused us of using the machines incorrectly. We were given seats not next to each other for our 13.5 hour flight. When we asked if we could sit next to each other the woman told us it didn't matter we'd just have to ask people to swap with us or we would have to pay a minimum of $150 per person to change seats to be together. We went to complain and got sent to the priority check in desk. When we explained the situation, the person behind this desk said aggressively that the seats must all be sold out except the extra leg room seats. When I said the other person hadn't said these seats were extra leg room, just that we had to pay to sit together, she told me I must have heard her wrong or misunderstood her. The priority desk person then threw our passports and boarding passes on the counter and said aggressively "you're all set", when I asked "what do you mean" she rose her voice and said "I put you guys together!" and gave a shooing motion towards us with her hand. No apologies, no explanations. We the continued to the American Airlines security area, put our things in boxes and queued up to go through. A security person, again aggressively shouted at people saying "you have to stay with your boxes", so my boyfriend and I stayed in the queue to go through next to our boxes about a foot away. The same person then came very close to my face and said "Miss is that your box?" To which I responded "yes". He then said condescendingly "who's pushing your box down the line?" I didn't understand the question because in every other airport you put your box in the row and staff make sure it goes through the machine for you. So I looked at him confused at which point he aggressively pointed at the box and me and shouted "who's pushing your box down the line?" At which point I felt really intimidated and said "I am?" Then he said "exactly. Then get over there." I felt humiliated. So I got on the queue and walked in to the body scanner when called, stood on the yellow feet on the floor then the next security person again with horrible attitude said "did you got through pre-security?" I looked back saw there was nothing else behind me but the area I had just been shouted at in and said "yes." He then said sarcastically "you look like you're wearing sandals". Clearly I was. So I said "yes". He then said in an accusatory, rude voice "you were supposed to take them off and put them through the x-ray scanner" and gave me a shooing motion so I returned to the x-ray scanner, put my shoes in a box and got back in the queue. Just to clarify there were no signs or messages saying you needed to push your boxes or take off your sandals. The whole experience left me feeling awful. There are plenty of far better, cheap airline carriers out there.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLos Angeles to Shanghai PVG
Date FlownAugust 2017
Ground Service 12345
Value For Money 12345
no
1/10

"needless to say I'm annoyed"

(United States)

American Airlines flight from Boston to Charlotte was scheduled to land at 9:48pm. It instead landed at 10:30pm which was the departure time of my next flight, the airline offered no refund and gave me a flight the next day and sent me off with a pat on the back. Needless to say I'm annoyed.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBoston to Charlotte
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

"Awful, avoid American Airlines"

(United Kingdom)

Verified Review | New York JFK to Manchester. American Airlines is probably the worst airline I've ever flown with. After boarding we were kept waiting on the group for around 1h50 mins with very little explanation of why. I was sat at the rear of the aircraft and as there is no closed off area for staff they were pretty much just sat around chatting loudly (which is fine, but on most aircraft they have a closed off area and can do it without everyone having to listen). This aircraft had no seat back TVs so we had nothing to do. After take off we were given a very poor dinner, although there was a good selection of drinks. The experience so far was generally poor, but mildly acceptable considering it's a budget airline. However the last 2 hours of the flight were awful. Suddenly the smoke alarms began to sound and the staff very casually checked the aircraft for signs of danger (this was only looking in bathrooms and touching walls for signs of heat) for about 10 minutes. The alarms sounded for the remainder of the flight with no announcement or instructions to reassure passengers. Awful, avoid American Airlines.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York JFK to Manchester
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"will never touch American Airlines again"

(United Kingdom)

Verified Review | Me and my family managed to grab a bargain with American Airlines on our most recent vacation from Glasgow to Orlando via Philadelphia. The price was more than 70% cheaper than any other airline operating the route, however if I knew the misery we would have to endure then I definitely wouldn't have flown with AA. The first problem arose at check in (GLA-PHL) where we were allocated new seats from the ones we had previously purchased resulting in my family being split up throughout the aircraft. We complained and was given new seats nearby each other but still not the ones we had paid £200 for previously, which American Airlines are still refusing to issue a refund. Next when we arrived at the gate we were informed that the flight was delayed but that it wouldn't be long and they were going to commence boarding - not long turned into sitting on the aircraft for almost 2 hours. The aircraft was old, in need of refurbishing, extremely cramped and didn't have personal inflight entertainment which American Airlines didn't tell us while booking. The aircraft did have an overhead screen which played one movie during the 7hrs 45min flight to Philadelphia, however me, and many other people sitting around us thought it was unsuitable for children to view. The staff were rude, never came across people with such bad manners, talked inappropriately about passengers onboard the aircraft (which we have complained about) and couldn't be bothered doing their job but instead stand at the back of the aircraft talking. The food was poor quality, even for airplane food, and was thrown down in front of us. The aircraft landed just over 2 hours late making it tight for our connection to Orlando. Once on the connecting flight we were told that our bags had missed the connection and would be sent on the next flight out, not the best news for the start of you're holiday. We had a mad dash to the flight, just making it by minutes to spare, and once we sat down were told that the flight was delayed due to technical problems resulting in another 2 hour delay. The staff were slightly friendlier on the connection to Orlando and we eventually landed about 5 hours late (thunderstorms near Orlando delayed us). We got off the aircraft rather quickly and proceeded to baggage information for American Airlines which told us that our bags wouldn't be arriving until the next afternoon, we were offered several thousand air miles as compensation which we rejected as we had already decided we will never touch American Airlines again. Our bags eventually arrived the next evening but an extremely poor service and lack of information from American Airlines. I definitely do not recommend.
Aircraft757-200
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteGlasgow to Orlando via Philadelphia
Date FlownJuly 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
3/10

"Not the best long-haul experience"

(United States)

Verified Review | Not the best long-haul experience. My seat was changed while boarding to a row far away from my travel companion, no explanation or apology was provided. Gate staff at PHL are extremely rude, bordering on hostile, and are in need of serious customer service retraining. I do not appreciate PHL gate staff barking orders at passengers and not using the PA system prior to a 9 and a half hour long-haul flight. Upon boarding, a passenger opened a box of very smelly food and proceeded to eat it during push back - flight attendants did nothing to intervene. The quantity of diner food items was very stingy for such a long flight, and I would have been starving if I did not bring my own food. Flight attendant servicing my row was also stingy with the complimentary wine - would not offer a refill until dinner service was completed. The trip back to the US was a completely different and very positive experience.
AircraftA330
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePhiladelphia to Athens
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes