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
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3/10

"Goodbye American Airlines"

(United States)

Verified Review | Albany to San Juan via Philadelphia. I am business owner, and if I ran my business like American Airlines I certainly would not last long. I was going to a business conference - however the company hosting the conference canceled because of the Zika virus outbreak. I called American Airlines, they said I couldn't get a refund, but I could apply this money to a different trip. Fair enough. Forward six month later and apparently they have no record of my credit to put towards another flight. I then go and book my new flight and put a complaint in that I couldn't use my credit. I get a call back and the next day and they now said I could, and that the only way I could apply this partial credit would be to cancel my current flight, wait 14 days for the reimbursement, then call them back to schedule another flight with this credit applied. Seriously, why couldn't you just apply to the flight I already booked that day, instead of having me jump through hoops. No thanks, I travel enough to where I will just pick another airline - don't care about paying more, its the principle of the matter. Goodbye American Airlines, you are not the only option.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAlbany to San Juan
Date FlownJanuary 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
4/10

"horrible experience"

(United States)

Verified Review | Phoenix to Dallas Ft Worth. Great service from flight crew but horrible experience! First plane broke down in DFW, second plane landed late in Phoenix and there was a problem with getting the ramp all the way to the plane so we just hung out on the plane a long time. Flight back wasn't there, booked with a cheap website turns out it booked for March 26 rather than February 26 my bad, but ticket counter staff didn't know to work the computer well even with help. I finally looked up American online and called higher up and got an ok price back home.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDallas to Phoenix
Date FlownFebruary 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

"luggage haven't followed"

(Canada)

Verified Review | Dallas Ft Worth to Montreal. Worst service ever and gate keepers were rude, non professional. I was close to make it for my original departure 7:30, had arrived prior departure minimum requested, they closed the door right when I had arrived. Even if I had received an email saying it was delayed 7:45! All the staff jumped on me giving me attitude, looked like they wanted me to be punished as if I had done a crime, snapping their finders and moving their heads like we imagine these people when angry. I was left alone and nobody told me what to do at this point leaving me speechless and vulnerable, this was only beginning of a nightmare. A manager of restaurant, not the airline, took care of me. Brought me to Customer service booth were they offered to rebook me next day. I then spent the night at the airport. As I explained to them my concern of beeing left alone for a full 24hr in an airport they said they would accomodate me: they gave me a voucher of a pitty hotel smelling cigarette, 12$us for next 24hrs. I ended up booking a night at Marriott to my own charge and all food until next flight since they give nothing on the planes. When I finally got back home, luggage haven't followed. I'll receive them 2 days after. Never again will I fly with this poor customer service company!
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDallas to Montreal
Date FlownFebruary 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Overall terrible service"

(United States)

Verified Review | Greenville to Denver via Charlotte. First leg was delayed. Second leg the plane broke down so we couldn't board. They told us they were "trying to find another plane". At this point I'm concerned. Told us later they'd had ongoing trouble with first plane, but had only now decided to pull it for maintenance. While they searched for a plane I chatted with another customer who flies AA several times a month, she informed me it's actually rare when a flight they've sold tickets for is not missing either the plane or the flight crew, and that AA is always understaffed. They finally get us boarded, but we're severely delayed. We arrive at Denver, and find out that another delayed AA flight is parked at our gate and DEN doesn't have a spare gate to give to an airline that can't get any of its flights in and out on time. We end up sitting on the tarmac for 30-45 minutes waiting for the other plane to leave. End up getting off the plane an hour and a half late. They also apparently didn't update the status of the plane on the web, because my ride checked the delay time before coming to get me, and still had to sit around for an hour. Overall terrible service, would not recommend to anyone!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteGreenville to Denver via Charlotte
Date FlownFebruary 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"extremely rude and dismissive"

(Canada)

Unverified | Miami to Toronto. Poor service. On the flight from Toronto to Miami we were delayed 2 hours. Then leaving Miami back to Toronto I had a departure time of 12:36 and the ticket said 2:18, I went to the flight desk to question and the women grabbed my ticket out of my hand circled the time and said to me "what don't you understand we don't have time for you" extremely rude and dismissive. All around a bad experience and will not be flying with American Airlines again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMiami to Toronto
Date FlownFebruary 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"kindness and helpfulness"

(United States)

Verified Review | Greenville to Dallas Fort Worth. I just wanted to give a positive review to the lady who checked my bags. I'm not usually a fan of American Airlines, but her kindness and helpfulness was definitely the highlight of my day. She was able to check my bags when there was an error, and she was very friendly. I wish I could run into more friendly and helpful people like her.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteGreenville to Dallas Fort Worth
Date FlownFebruary 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"I would be refunded nothing"

(United States)

Verified Review | Charlotte to Kansas City. American Airlines has typically been a pretty decent choice for me, I've used them a number of times in the last several years. Despite this I had never been made aware of their cancellation policies. My friends and I had a trip planned this May (2017) and as things go we had to change the plan. When I called to have my tickets cancelled, I was made aware I would be refunded nothing, despite booking and cancelling the flights almost 3 months in advance. Thus I spent over 300 dollars for literally nothing. This is outrageous and unethical, and American Airlines must advertise themselves more faithfully. In the future I'm going to be far more wary of AA than I have been so that I'm not burned like this again. Cannot fully recommend them anymore until their booking policies are rendered more appropriately.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCharlotte to Kansas City
Date FlownNovember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
6/10

"akin to a low cost carrier"

(Australia)

Verified Review | Dallas to New York. The internal leg of a trip from Sydney to New York via Dallas. A typical grade of airline for mid haul domestic internal flights. On time departure and arrival. No IFE, a bag of pretzels and apple juice. You could buy off the menu. Fortunately slept most of the way having come off the Sydney Dallas Qantas flight. American Airlines was at best very average and more akin to a low cost carrier but it gets you there.
AircraftBoeing 737
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDallas to New York
Date FlownFebruary 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"great experience overall"

(Australia)

Verified Review | New York to Los Angeles connecting onto Qantas flight to Sydney. When American Airlines get it right then they do get it right bar one thing. The A321 is a superb aircraft. Economy class seating was comfortable, IFE great and the FA's were very friendly. On time. The problem - AA offer you pretzels and as much free water and juice as you want. Otherwise everything is paid for. Now on a JFK-LAX flight around 5 hours that is strange. A small gripe and next time I will bring onboard my own food. Otherwise a great experience overall.
AircraftA321
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteNew York to Los Angeles
Date FlownFebruary 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"incompetent and apathetic"

(United States)

Unverified | Eagle County to New York JFK. Flight 1163 scheduled departure 21 February at 9am. In airport overnight. Ready for takeoff and detected defect in an anti skid device. Despite availability of three major airports within 1 hr, we had to wait for a part to be sent from LAX. Incomplete part arrived at 1pm. Flight plan changed to 8:45 pm on a return on a flight pending from JFK to EGE. Notices in airport and by American Airlines APP notice continuously inconsistent resulting in inability to select an option. Of course we had plans for next two days destroyed. Systems and management completely incompetent and apathetic. One wonders why a checkout and debriefing are not done when plane arrives rather that just before takeoff. Ignorance is bliss. This type of management is not exemplary.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteEagle County to New York JFK
Date FlownFebruary 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no