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
Filter Reviews by :
Show
1/10

"not pleased with the customer service"

(United States)

Not Verified | Don't bother to reach out to customer service if you would like an issue resolved. They will continue to send you generalized responses about nothing being able to be done, while telling you how much they "value you as a customer" and hope you will return in the future. Consistently changing flights and overbooking in an effort to please shareholders over customers. As someone who books travel for upper level management and our board of directors I will, without a doubt, be securing flights through another carrier for all future meetings/trips. Booking in advance is often required if you would like a reasonable price on flights and would like to secure your desired time in addition to knowing you can book rental cars and hotel stay. I check all three of these prior to booking so I can be sure all are available and I am receiving the best deal possible. Some folks are very particular about nonstop flights. I recently planned a trip around a nonstop flight. Both my outbound and inbound flights were changed to add stops. A refund was offered; however, I had already made travel plans to go along with my flight dates and times weeks prior. Additionally, there were no other non-stop flights on my date. When inquiring about the cause to the change, AA told me they were "unable to give specifics" translating to it's on us, but we do not take accountability. As someone diagnosed and medicated for anxiety, not having to make a stop and traverse an airport (especially a larger airport like DFW) in a 40 minute window is important to me, as is consistency. This, again, remains extremely disappointing, I am not pleased with the overall customer service and do not feel any resolution was reached.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteIndianapolis to Austin
Date FlownFebruary 2024
Value For Money 12345
no
1/10

"never fly with this airline again"

(United States)

Trip Verified | I experienced significant challenges with American Airlines following the cancellation of our flight from College Station to Buenos Aires on December 30, 2023. This cancellation prevented my wife and me from joining our family for a highly anticipated New Year's Eve reunion, causing not only emotional distress but also financial losses due to non-refundable accommodations. In seeking compensation, our first response from American Airlines was the offer of a mere 2,500 bonus miles, a gesture that felt dismissively inadequate given the scale of our inconvenience and loss. Upon expressing our dissatisfaction and outlining the extent of our losses, including the missed family event and its emotional significance, American Airlines then proposed a marginally improved but still insufficient compensation of 17,500 miles. Our continued correspondence highlighted the disparity between our actual losses and the compensation offered, emphasizing that the financial and emotional impacts far exceeded what was being acknowledged. Despite our appeals for a fair and balanced compensation reflective of the full extent of our inconvenience and financial losses, the final counter offer received was a $300 credit. This amount represents only a fraction of the cost of the tickets. Accepting this credit did not equate to satisfaction with the resolution. It merely shows the extent to which American Airlines falls short of providing adequate care and compensation. Given this experience, we have resolved never to fly with this airline again unless faced with a life-or-death situation and no other carrier options are available.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDallas to Buenos Aires
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Never again American"

(United States)

Trip Verified | I have top tier Alaska status and have started flying American more because of the new One World partnership. Miserable employees and terrible customer service have been a consistent theme with American on almost all of our trips, but this trip was likely our last straw. We were delayed an hour and 20 minutes due to a mechanical issue coming out of New Orleans. Our layover was only 45 minutes in DFW, so unfortunately this moderate delay meant we’d miss our connection. No problem, this was an afternoon flight, there are 2 more flights from DFW to SFO. American oversells their flights out of DFW and bumps so many passengers that all flights to SFO were fully booked until 6 PM the following day, or just under 24 hours after we were supposed to land. Keep in mind that’s like 6 flights that are booked out. We’re ok to go to San Jose or Oakland to try to get home same day. Nope, nothing there either. I see options to divert on united, delta, and JetBlue to get home before 1 AM and not miss another day of work. Their contract only covers united and delta diversions and they don’t see these options in their system. Ok, can the customer service team escalate? No… if it’s not on their computer screen, there’s nothing they can do. And I have top tier one world status, would hate to not have status. I’ve had this situation happen before, American somehow took possession of a British airways reservation during a check in screw up by their agent last year which meant BA could not physically check me into the flight that I was supposed to be on. the phone agent in the UK for American successfully diverted me to a virgin flight to help rectify the mistake that would have kept me in London several extra days due to flight schedules and availability. Crisis averted, the agent went above and beyond and fixed the mistake. These American agents stateside would not hear of such a thing, they don’t call other airlines. I ask to speak to a supervisor. They take around 15 minutes and then get back on the phone and just tell me “this is so and so, she will explain how things work to you.” Probably the worst phrase you could say to a frustrated customer and a basic customer service mistake. Basically, “I’m not going to listen to you, you listen to me.” Awesome. So now I’m on with the supervisor, and she repeats his lines. Not willing to call. If it’s not on her screen it doesn’t exist to American despite flight availability online. And he was their chief advisor so if her employee couldn’t figure it out, no one could. I fear for those that get the non customer advisor customer service people. She isn’t able to help, I’ll deal with it at the airport. At the airport, our checkin person was probably new as she had to ask for help a number of times, but we had a weird situation and she did her best. She was very polite. We accept that we need to fly out the next morning and they’ll put us up at a hotel in Dallas during our layover. We land at 7:20 and are out at an airport holiday inn, which is fine. They have a shuttle, great. We call for the shuttle, it’s going to be 15 to 20 minutes. Not Americans fault on this part, but we were picked up an hour later and then drive around the airport for another hour before heading to the hotel. Not joking. We check in at 10:30. Just insult to injury at this point. We eat some cold delivery dinner and try to get some Zs. Never again American. Well pay extra to fly with anyone else.
AircraftBoeing 737-8
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDallas to San Jose
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"never fly American again"

(United States)

Not Verified |   Flight delayed in Flagstaff to Phoenix, decided to drive 2 hrs to Phoenix to catch my connected fight to Portland thinking I would get a refund for unused flight. American Airlines told me to pound sand not their problem. I will never fly American again, I will pay more for another airline next time.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteFlagstaff to Phoenix
Date FlownFebruary 2024
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

"used to hold AA in high regard"

(United States)

Trip Verified | I used to hold American Airlines in high regard. No more. They have slipped severely the past few years on service. I traveled from Lake Charles to DFW for my connecting flight to Chicago O'Hare to see my daughter and grandson for the first time in 4 years. I bought a first class ticket and wheel chair assistance because I am disabled. DFW had flights backed up coming into the airport. They claimed it was weather related. Wasn't even raining when I arrived. My assistant for my wheelchair tried his best to get me to my connecting flight on time. We had 20 minutes to get 30 minutes across the terminals to my gate. Plane left without me. No flights available until the next morning. I had to rebook. I expected a hotel and meal voucher. They were handing them out like candy for other flights. But because they claimed it was weather, management refused to give me a voucher. You would think they would should some accommodation because I bought an expensive first class ticket. Not to mention, I brought up ADA laws and reasonably accommodation for disability. Both staff were nasty rude people and have no business in management. Yes, I lost my temper and called them both a name after they pushed me to my limits. So here I am right now trying to sleep in a chair at my gate at the airport for my flight that's eight hours from now without any dinner or accomodations. I should be in Chicago right now, but American Airlines left me stranded at DFW and refused to make it right. The first time I buy a first class ticket and I am treated like trash.
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteLake Charles to Chicag via Dallas
Date FlownFebruary 2024
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

"has the worst customer service"

(United States)

Trip Verified | American airlines has the worst customer service. Before boarding They say they allow only 1 cabin bag, and despite having empty cabin space in the flight they force you to check in your cabin baggage at the gate. They threaten you to not board and take another flights and pay fare difference. They don’t monitor people and those who get in early with more than one allowed carry on and they force people who get in later to check in the carryon without even verifying properly if there is cabin space or not.
Type Of TravellerBusiness
Seat TypeEconomy Class
RoutePhoenix to Philadelphia
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

“Customer service is inept”

(United States)

Trip Verified | Unreliable, never runs on time, they don’t reimburse for lost time or money. Customer service is inept and full of excuses. This airline is getting worse every time, they don’t value their customers
AircraftCr900
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteShreveport (SHV) to Midland/Odessa (MAF)
Date FlownFebruary 2024
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

"not be flying with American again"

(United States)

Not Verified | Terrible experience. I was scheduled to leave from gate A-23 they changed it at the last minute, I got to the gate when the door to the tarmac was still opened, when I get there one of the gal's slams the door tells me rudely you are not getting on (already checked in on line seat assigned). I told her my seat was already paid for and assigned, then she gets more rude and obnoxious very unprofessional, I ask for her name and she proceeds to be rude and walks away had to go to customer service for there names. Will not be flying with American again. I'd rather pay a little bit more.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLubbock to Honolulu via Dallas
Date FlownFebruary 2024
Ground Service 12345
Value For Money 12345
no
1/10

"I will never fly AA again"

(United States)

Trip Verified | My flight from MIA to EZE was delayed 11+ hours because American did not have a crew available. No weather, or other issues, just stupidity on their part. I requested reimbursement because I missed an entire day of my vacation (was supposed to land at 10a, instead arrive at 9p), and their offer of "12,500 airline miles" is what they deemed as "reasonable." I spent $2600 on the flight with them (don't even get me started on the number of times I had to call and rebook my flight because they kept automatically re-booking me), $2700 on the vacation, $650 on domestic flights, plus additional expenses, in addition to the year of saving for the trip and taking time off work. In order to get anything more, they want me to submit "itemized receipts" for them to review and they will "consider" reimbursing me. I lost out on a whole lot more than just "12,500" airline miles can make up for. Their customer service, was horrible to work with. Only providing stock answers-- their mind was made up before she even talked to me so I had no hope of getting any kind of reasonable settlement. I will never fly AA again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteRaleigh Durham to Buenos Aires via Miami
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"Never again book this company"

(United States)

Not Verified | Very disappointed in drinks given out. Warm, half of glass of water. We paid good money and AA can't afford ice. Never again book this company. Very warm in plane and could not hear messages on intercom. Really need to update speakers.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteGrand Island Nebraska to Dallas Ft worth
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no