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 5920 reviews
2/10
3 star Skytrax Rating
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1/10

"forced to purchase premium seats"

(United States)

Verified Review | Richmond to Kansas City. I feel I was forced to purchase premium seats ($185) because there was no available regular seats available to choose from to guarantee me a seat. I would have chosen any regular seat to try to keep my cost as low as possible. When I contacted the airline they informed me that I would have been assigned one of those premium seats for free if I would not have already paid for it. I'm sorry but I do not want to take a chance of getting bumped from a flight because I did not have an assigned seat.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteRichmond to Kansas City
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
6/10

"clean up your first class service"

(United States)

Verified Review | Tallahassee to Vail via Dallas Ft Worth. We are the only ones in priority check in just to be ignored while employees are having a great time talking and laughing. Then the one employee checking coach class customers helped 2 other customers while we felt like fools for paying first class prices. All was well and the 1st class cabin was comparable to competitors. Food was a disgrace. Service was good. White wine was served warm with no apologies. On our return again ignored while standing in priority check in while watching coach class customers jump ahead. Again food was a disgrace. This time the stewardess did say the white wine was not yet cold. And gave us the option of warm or waiting a while for it to chill. While waiting to board in DFW we ask if there would be a meal served. Trying to decide if we needed to purchase and carry on something for lunch. To our surprise neither of the 2 AA employees knew and had no idea how to find out. I guess my biggest problem is that first class prices should be supported with first class service and food. Our expectations are based on Delta's 1st class service. Pre flight video wasted no time bragging about being the largest airline with 6700 planes. And yes that's impressive, But please note, I can only fly in one plane at a time and really expect that flight to compare to the airlines with less than 6700 planes. AA, clean up your first class service.
Type Of TravellerBusiness
Seat TypeFirst Class
RouteTallahassee to Vail
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"a delay, a cancellation"

(United States)

Verified Review | Virginia Beach to Chicago via Charlotte. About 50-60% of the time there is an issue. Typically, a delay. My latest experience not only included a delay, a cancellation, and then a flight change to one full day later, it also included a 3 hour cluster-you-know-what of uncertainty as to where our baggage was. The ticket tracing system was completely usesless and when I attempted to speak to one of their robotic customer service reps, I was told that there was nothing that could be done and that my bags would be available the next day in Chicago. (We were trapped in Charlotte for the night). The issue is that at the time of flight change to make up for the cancellation, we were guaranteed by an AA rep that our baggage would be released upon arrival in Charollette. When trying to explain this to the baggage service rep, I was told I was wrong, and that nobody could go get the bag for over 5 hours. There are many more details surrounding the disrespectful way that the baggage claim rep handled the situation but my qualm is with the rip-off that is AA as an organization".
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteVirginia Beach to Chicago via Charlotte
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
4/10

"totally unimpressed with premium economy"

(United States)

Verified Review | Although I had an American Airlines economy class ticket I was able to select an aisle seat in premium economy which has a 3-3-3 seat layout. The cabin was packed for this flight from London to New York JFK. The plane departed on time but after landing at JFK could not find a gate for over 40 minutes making a mockery of arriving on time. We sat strapped listening to regular updates from the cockpit. The plane was clean; the toilet ran out of tissue paper and a flight attendant had to be told. Soon after takeoff a packet of salted pretzel was given out to the passengers but no drinks leaving my mouth totally dry. Dinner was served soon after with complimentary wine and beer. I chose a pasta dish. The small tray was overloaded with smallish portions from all the food groups - salad, bread, entree, dessert. A hot snack was provided before landing. A large selection of films on the personal IFE but the free headphone provided was so poor in quality that I did not watch or listen to anything as the sound was inaudible over the roar of the engines. Advice: bring your own headphones. The seat was not comfortable at all. The padding and cushioning was rather thin. Worse was the tapping you felt on your back whenever the passenger behind pressed buttons on her IFE to select items for viewing - so thin was the cushioning. Not to mention the lack of any lumbar support. Flight attendants were dutiful and appeared when needed. Overall, another unmemorable flight and totally unimpressed with premium economy.
AircraftBoeing 777-200
Type Of TravellerBusiness
Seat TypePremium Economy
RouteLondon to New York JFK
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"Terrible experience"

(United States)

Verified Review | Orlando to Montego Bay via Charlotte. Terrible experience with American Airlines. We were very excited to go to our vacation this morning, But all these flight delays make us upset. Our flight to Miami was delayed for 1hour then we wait for hour and half more and eventually it was just canceled. It was looking nobody care about people in American Airlines. Information desk was closed when hundred people needed solutions to rebook flight. We eventually were rerouted to Jamaica by way of Charlotte, and experienced more delays at the gate for that flight! After finally boarding, then they made us sit on the plane for an hour and then one more, we were trapped in airplane! We should be on the beautiful Jamaica Resort at 2pm but it's looking we will be lucky to finally arrive at our destination by midnight.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteOrlando to Montego Bay
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

"no respect for customers"

(United States)

Verified Review | New Orleans to Dallas Ft Worth, I have been an American Airlines Advantage member for several years. I used 60000 rewards miles to book flight 1300 from New Orleans to Dallas. In addition to 60,000 miles, I was charged $75.00 for booking too close to the date of travel, and $11.20 in tax. I live far from the airport. It takes at least 1.5 hours to travel each way between my home and MSY. I arrived at 3:15 pm for the scheduled departure of flight 1300 at 5:25pm. Not long before 5:25 pm, passengers were advised the flight was delayed until 8:00 pm. At 8pm the flight was cancelled. At this time I had been travelling 8 hours including waiting in the airport. The gate personnel advised the flight would be rescheduled to 7/11. I was travelling to a memorial service scheduled for 7/11. I was unable to make the memorial service. I was offered a hotel room and a meal voucher, but not offer a seat on another airline. I doubt I will ever again fly with American. For years American was my choice for air travel. Not now. It appears they little or no respect for their customers.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew Orleans to Dallas Ft Worth
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"personnel are rude, not helpful at all"

(United States)

Verified Review | Our flight to Philadelphia was cancelled. We did not receive a text or email. We found out when we landed in Portland and checked the screen to find out the gate for our flight to Philadelphia. We spent hours in Portland and had to take a flight to Dallas and then Philadelphia. When we reached Dallas we were told there were earlier flights to Philadelphia we could been on but our luggage was already on the later flight. It took an additional 9 hours to get home, sitting in airports. We were not given any voucher for food or anything else. Then they lost some of our luggage which was delivered to us at 2:45 AM. After 36 hours of no sleep, I was awakened by a call at 2:30AM that my luggage was being delivered. The personnel are rude, not helpful at all.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePortland Oregon to 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

"It was horrible"

(United States)

Verified Review | Flew Dallas to Seattle with American Airlines. Our flight there was fine. Everything went fine. On the way back the weather was bad. Our flight got cancelled they didn't have another flight for us. So we had to wait another 24 hrs just to get on a flight. Finally got ready to board and the plane had engine issues. So we ended up sitting on the plane for 2 hrs waiting for a new gate to be towed to. We had to wait another hr for another plane. We get on the plane and had to wait another hour for catering and baggage. I had my 3 kids and come to find out they didn't offer any food at this time because it was too late - we had been at the airport since 7.30pm and we did not make it home until 2 am. They didn't even attempt to make up for anything. It was horrible.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDallas to Seattle
Date FlownJune 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 with AA again"

(United States)

Verified Review | I was on an American Airlines flight from Newark to Houston via Dallas. The flight was delayed for 2.5 hours for an unknown reason. We finally get onto the plane and the seats are compact. We landed Dallas for our connecting flight and rush to the gate to Houston and we find out the gate is closed. The flight didn't even leave yet but they woundnt let us on. The next flight was the next day in the evening. We had to spend extra money on a motel. I will never fly with American Airlines again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNewark to Houston via Dallas
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
6/10

"a reasonably good flight"

(United States)

Verified Review | American Airlines check in was very easy and we dropped off our bags at the bag drop. I am Pre Check so security was quick. However the gate area was crowded as the flight from Phoenix to Maui was full so it was hard to hear boarding announcements. Gate agent was pleasant. This is a B757 which means it is old. There is no seat-back IFE just the large monitors placed throughout the cabin. Didn't watch the movie because the sound was not very good. I had my tablet with me so I just watched a couple of downloaded movies on the 6 hour flight. Flight attendants came through the cabin a couple of times with drinks and selling snacks. One of the attendants was cranky but the others were very pleasant. Seat was worn and could use an upgrade. The flight was generally comfortable, we left on time and arrived on time and our bags were out about 20 minutes after we landed. Overall a reasonably good flight. Sometimes I think only people with bad experiences write on these review sites. I have generally been pleased with AA.
AircraftBoeing 757
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePhoenix to Maui
Date FlownJune 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes