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 5921 reviews
2/10
3 star Skytrax Rating
Filter Reviews by :
Show
1/10

"will never fly this airline again"

(United States)

Verified Review | I was scheduled to fly out on American Airlines on 4/17/2017 at 11:00 am from St. Louis to Washington Reagan. I arrived plenty early (9:00 am). Everything went smooth until I reached the gate to depart. I am now still sitting here waiting for a plane to arrive. It's 2:15 pm. When inquired upon where the plane was at, I was told two different stories - the plane was on its way or another plane was in the hanger and would be coming. None of the employees seem to care that appointments are being missed. No one seems to know anything. I know one thing for sure - I will never fly this airline again.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSt. Louis to Washington Reagan
Date FlownApril 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"fly with another airline"

(United States)

Verified Review | El Paso to Chicago. Due to my claustrophobic issues, this was my first flight since 2010. Arriving from Chicago to El Paso the flight was decent because i had the air vent full blast which helped from feeling anxiety; but returning home was a emotional disaster. I paid $90 for me and my husband for leg room and just to find that the only seats available in the main cabin had a low overhead, the air vent had hardly any pressure, tight seat belts, and I was continually bumped every time stewardess pass. After everyone boarded and a few minutes afterwards, the captain announced there was engine problem and there would be a delay. Immediately I began to panic because I couldn't get the air vent to work. I informed the stewardess several times with tears steaming down my face, that I was freaking out and I needed air, and she informs me that once the plane took off, I would get more air. After waiting 30 long minutes on the runway, the plane finally took off and a guy sitting next row saw the panic and my knees shaking, he attempted to help with the air vent. There were four empty seats in front of me and not once did either cabin staff attempt to accommodate nor ask me why I was crying. Meantime my husband tried to fix the air vent but to no avail. Also the low overhead was so inconvenient and with me crying, he tried to fan me with a magazine, so I know he was miserable as well. Next time i will spend the extra $100 bucks or more and fly with another airline.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteEl Paso to Chicago
Date FlownApril 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"a horrendous experience"

(United Kingdom)

Verified Review | Philadelphia to Orlando return and will never fly American Airlines again. A horrendous experience! My family and I were taking our first family vacation in 20 years, as there are 9 of us, we booked our flight almost a year in advance to ensure that we would sit together, especially since my 2 year old niece would be coming as well and it was her first time flying. About a month before our trip we were told that all of our seats were changed and none of us could sit together. They had my 2 year old niece sitting in a seat alone. When we called to sort this out we encountered nothing but pure rudeness and constant transfers. After 4 hours (no exaggeration) on the phone trying to just change one seat so my niece wasn't alone, we were told there was nothing we could do and would have to try and change our seat at the airport, mere hours before we were supposed to take off and that nothing was guaranteed. We started out in Philly, flying to Orlando. The entire staff was rude, yelling at passengers as we tried to board the plane telling us that we had to check our carry on bags because there was no space left on the plane. After all the chaos, she was able to sit with her daughter and a nice man switched seats with her husband, so my niece was able to fly with both her parents by her side. Once we got on board there was plenty of room for additional carry ons, some overhead compartments were completely empty. We had a wonderful vacation and then on the flight back home we had the same issue. My entire family was spread throughout the plane and once again my 2 year old niece was booked in a seat alone. The staff on the flight coming home were much nicer and much more accommodating but it wasn't confirmed that my sister would be able to sit with her daughter until literally 1 minute before we boarded. As we were attempting to switch her seats we met several other families that had the same issues as we did. Countless children 7 and younger were seated alone and apart from their families. And AA didn't extend an apology nor an explanation as to why they needed to separate everyone. I will never fly this airline again. I'd much rather give my hard earned money to an airline that would accommodate my family and I. What a terrible experience.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePhiladelphia to Orlando
Date FlownApril 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
4/10

"below standard stewardesses"

(United Kingdom)

Verified Review | The two changes of aircraft to Memphis was not what we originally booked hence a very long tiring travel to holiday. The landing and take offs were excellent. The cabin crew did not look smart and tidy which was very disturbing especially with the females hair looking unruly, long and untidy and serving food. I was an air stewardess in my younger days and since travelled with a number of airlines with their cabin crew being smart and well presented. American Airlines female crew looked scruffy, nor all wearing same uniform. I was sad to see below standard stewardesses who represent the airline. We certainly had a loss of expectation from such a large airline.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHeathrow to Memphis via Philadelphia and Charlotte
Date FlownApril 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
9/10

"everything went off without a hitch"

(United States)

Verified Review | Excellent flight from Miami to New York JFK, everything went off without a hitch, the way it should be. Premium check in was fast and efficient. Flight boarded and left on time. This particular 757 is equipped with lie flat international style seats; they were super comfortable and were easy to use. Pre-flight drink served, dinner pre-ordered of chicken and couscous was ready, it was tasty although the chicken could be a little more tender, warm cookie is already a nice touch. FA was kind and congenial and offered to top up our glasses multiple times. The only disappointment was the flight was only 2 hours and 30 minutes, so I only could enjoy the lie flat bed for about and hour and 15 minutes. American has a great first class product.
AircraftBoeing 757
Type Of TravellerCouple Leisure
Seat TypeFirst Class
RouteMiami to New York JFK
Date FlownApril 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"no sorry for your inconveniences"

(United States)

Verified Review | Chicago to Dallas Ft Worth, my flight departure time was 4:25pm but departed 6 hours later at about 10:30pm. We arrived the following day after 1200am! Never were we given an apology, or an explanation for the constant gate changes and updated departure times. We waited 4 hours before we boarded, after we finally board waited 1 hour, before we were informed that we had to deplane, and go through that same process again. No apologies, no sorry for your inconveniences - why waste time on apologies when AA aren’t legally entitled to compensation, only a refund of the ticket price you paid. The airline won’t cover any incidental costs either, such as the fare difference of having to book a more expensive flight on another airline or that you’ll now need to spend an extra night in a hotel, etc.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteChicago to Dallas
Date FlownApril 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"will never fly AA again"

(United States)

Verified Review | I would like to write about my disappointment with American Airlines service this morning. We are a family of three including 13-year-old child booked a flight from Providence to Washington DC at 6:15 AM. At boarding time, American Airlines staff started offering $500 bonus for volunteers to give up their seats. We did not volunteer, but we were told that we had no seats on the flight. We were rescheduled for a much later flight in the afternoon and offered only $200 bonus. I will never fly American Airlines again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteProvidence to Washington DC
Date FlownApril 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

"vacation off on the wrong foot"

(United States)

Verified Review | Dallas to Kansas City. This has been a terrible experience. I have been sitting on this plane in Dallas for 45 minutes. We have not moved. As a passenger, we are sitting here like a group of prisoners. Sun is shining, no excuses for this type of treatment. I will arrive more than an hour late, so my vacation is already off on the wrong foot. I planned everything perfect for my trip involving multiple families, but made one mistake. Relying on American Airlines to actually be effecient and get me to Kansas City on time. Now I have 15 people waiting at KC airport as we sit on a plane in TX.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDallas to Kansas City
Date FlownApril 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"declining in punctuality"

(United States)

Verified Review | On Tuesday, April 4th 2017, I flew back home with American Airlines to Dallas Fort Worth Airport. My flight was scheduled to depart at 5.50 pm. At around 5.30, when it was time to board, they announced that the flight would be delayed because the First Officer was in Washington D.C. and his flight had not yet departed for LGA. Flight was delayed a half hour, later they came back saying that the plane had still not departed and it probably wouldn't be until much later. At around 7.00 pm, the pilot announced that the First Officer's flight had barely taken off and hopefully we could depart by 8 pm. We finally began boarding at around 7.30 pm and did not depart until almost 8.30 pm. I was supposed to land in DFW at 8.45 pm and did not land until past 11.00 pm. I reached out to AA hoping they could somehow fix this situation since it was not mechanical, operational or due to weather and the most I got was an apology. Unfortunately AA has been declining in punctuality and Customer service. It is no as longer reliable as it used to be. Very disappointing.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLaGuardia to Dallas Fort Worth
Date FlownApril 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

"mediocre at best service"

(United States)

Verified Review | Los Angeles to Atlanta with American Airlines. Well, after an hour delay to board and mediocre at best flight attendant service, we've now been sitting on the plane for 2 hours after having already landed because the disorganization of this company to move aircrafts from the terminals. Meanwhile, no food or even water has been offered while sitting here, which at this point and after a 5 hour flight, I would categorize as basic human goodness, let alone customer service. This is without a doubt the last time I will ever fly American Airlines.
AircraftBoeing 737
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLos Angeles to Atlanta
Date FlownApril 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