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

"never fly American again"

(United Kingdom)

Diabolical from start to finish, although myself and my new partner had booked seats together we were sat apart on the outbound and inbound flight, the entertainment was unwatchable on way out as no earphones were offered and on way back it was in Spanish - although an English flight. The flight attendants refused to tell ignorant people in front to put their seats upright whilst my row tried to eat. The flight was delayed 2 hrs and gate changed twice, seats dreadfully uncomfortable. Will never fly American Airlines again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteManchester to New York
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"worst airline ever"

(Canada)

Dallas to Vancouver with American Airlines, and this is the worst airline ever. Its ridiculous how many times the flights are cancelled and they leave the customers in standby and they don't care where will they stay overnight or anything. If your flight is cancelled they can make you wait days for next flight. The service is horrible and for them pretty much they are doing you a favour rescheduling the flights they cancel. I would put no stars this airline doesn't even deserve one star.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDallas to Vancouver
Date FlownDecember 2015
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 mediocre service"

(Brazil)

As usual for any in/outbound flight to/from Brazil, boarding is slightly chaotic due to the lack of discipline of customers. Business class seating is barely appropriate for such a new plane. Private light not working, confusing reclining commands and even worst IFE system with several unexpected resets. Apart from a boring diner and a breakfast which I would recommend anyone to stay away from at any cost, the crew is only performing routinely, smiling and extra pampering optional. It seems that their presence is strictly contained at maintaining the cabin within permissible safety standards, all other tasks being sidelined. The herringbone layout of the cabin for some reason leads to permanent knocking on the back of your head from the passenger seating behind you. Never experiernced this before in any other new business class cabins from other airlines. Overall, American Airlines delivers a mediocre service.
AircraftBoeing 787
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteLAX to GRU
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"usual lousy experience"

(United States)

Lost luggage - usual lousy experience I've been flying American a lot, since unfortunately they are the only airline that will fly me from San Francisco to Montevideo. That may soon change, as I'd rather combine airlines than keep suffering the same infuriating treatment. The worst part of all is that AA has managed to once again leave one of my suitcases behind. Last time they misplaced my bag it turned up in Uruguay 4 days after I did. This time, it's two days and counting. But that's not it. My husband had requested a vegan meal ahead of time, and on the flight they let him know they did not have one. Service is horrible. They treat you as if you had no right to request even water. If you can, combine airlines, fly through Buenos Aires, or just stay home. If I ever receive my lost bag, I'll post and update.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSFO to MVD via MIA
Date FlownJanuary 2015
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

"terrible experience"

(United States)

Memphis to Indianapolis via Charlotte. Terrible experience over Christmas Holiday weekend trying to get to wedding! Flight late and missed connecting flight stuck in Charlotte and customer service was worst of any company I have ever dealt with! Absolutely no help - couldn't find luggage, reps couldn't have cared less. I will never make the mistake of flying American again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMEM to IND via CLT
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"lousiest first class experience"

(United States)

This may have been the lousiest first class flight I've ever flown. Hubby and I boarded an overnight flight departing Los Angeles at 10:40 pm, scheduled to arrive in Tampa at 6:15 a.m. We didn't eat in the Admirals Club at LAX because we assumed we'd be served a meal, or at least a sandwich on the flight. We boarded the plane to find a substandard first class cabin. Carry-on bags barely fit into the overhead compartments. There was no lie-flat seating. There wasn't even a pillow! Seriously, on an overnight flight - no pillow in first class? Then we found out there was no food either! American cuts off food service at 10:00 pm, which is ridiculous. We'd just flown overnight with Hawaiian Air the previous night, and they served a full dinner after take-off at 1:30am. Yet American didn't even offer the traditional snack basket. We were doled out a handful of warm nuts, and a cookie. Plan on starving with American. Speaking of no bed and no food, the third "no" we encountered was no entertainment. During a 5-hour flight, they didn't even offer tablets. We were totally on our own. The flight attendant did inform us that, if we happened to bring our own tablet, we could purchase movies during the flight. I kid you not - in first class they want you to buy your own entertainment. Then the dingbat flight attendant failed to turn on the cabin lights for the first half hour of the flight, so we couldn't even read our own books. We sat in total darkness twiddling our thumbs. Summing up American Airlines first class cabin on a 5-hour overnight flight, there is: No lie-flat seat No pillow, No food, No snacks, No entertainment, Extended darkness. Apparently American thinks passengers should sleep on an overnight flight, since they provide barely more than a floor for us to ride on. Unfortunately they make sleeping impossible with miserably uncomfortable accommodations. Congratulations American Airlines. You win the grand prize for lousiest first class experience worldwide. The economy cabin at a dozen small airlines around the globe is light years better than your first class.
AircraftA319
Type Of TravellerCouple Leisure
Seat TypeFirst Class
RouteLos Angeles to Tampa
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"belligerent with me"

(United States)

Back at my hotel. American Airlines canceled my third connecting flight in two days (and the only flight they have to Hartford for the entire duration of Christmas Eve.) My father is driving a 12 hour round-trip from Connecticut to come pick me in Arlington, Virginia. Highlights of this morning include waiting at the airport until 15 minutes after the full flight was supposed to board when they told us all they were canceling the flight due to maintenance. Also having a American Airlines representative attempt to get belligerent with me when I leaned over to the person next to me in line and told him that he should ask for a voucher. Merry Christmas everybody.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNashville to Hartford
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"a total nightmare"

(United States)

I used to travel US Airways for over a decade. The planes were most always on time within 30 minutes. It appears that since AA has acquired US airways, myself and my family have not had a flight that was not significantly delayed by several hours including missing connections resulting in several hours of delays. My last trip was delay 2 hours at take off and they told me to check on connecting flights at the next destination. They would not even tell me before takeoff if they could book me to my destination. They had to reroute me and I was 2+ hours late. You pay a premium price for a seat and a premium price for times to fly and when they mess up the flights , you do not get comped the cost difference. I paid for upgraded seats and was assigned center aisles or back of plane next to the washroom. On the return flight that was supposed to arrive at 8PM it arrived at past midnight. One of the reasons we were so late was I heard an attendant at the desk complaining they diverted our flight crew and pilot to another flight. The last several times my wife has flown the flights have been several hours late arriving at midnight instead of 9PM. As of Today 12/23 my daughter flying in from Boston with 1 layover is now delayed 3 hours+ and the plane she was supposed to catch at 5:30 just took off 3 hours late for the stopover in Huntsville Alabama before returning to CLT to become her ride that at Best is going to be getting her in 4 hours late. AA has made travel in and out of Augusta and Columbia areas a total nightmare.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAGS to PDX
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"not recommend this airline"

(Canada)

I would never like to fly on American Airlines again and would not recommend this airline. Ground staff gave me a real hard time because my name was too long and on the boarding pass etc. They told me some weird things (travel agent language) and they stopped me travelling. I had to go through so many people and hassle to keep moving. Honestly, we pay and buy the ticket and we do not enter any date on the system. If I buy the ticket from AA then it is their issue. In their case left hand doesn't know what is right hand doing.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteChicago to Toronto
Date FlownAugust 2015
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"never again American Airlines"

(United States)

Bought a 1 way American Airlines flight for $108 to surprise my boyfriend on Christmas Eve. Decided that I wanted to get a earlier start in the day and wanted to change my flight. There is a lack of infomation on the site so I decided to call their customer service. They were backed up on calls so I put in my number in the automated system for me to hold my place in line and not have to stay on the phone. 20 mins later I get the call the machine said that its transfering me with a lost connection! I called again put myself on the list agian to speak with someone. 20 mins later someone calls to tell me that if i wanted to change my flight to earlier in the day that it will cost me $200! The earlier flight ticket is only $136! The woman told me that I would need to cancel my flight and eat $108 and buy the new ticket for $136. I am never giving you any more of my money so I will deal with the later flight. Never again American Airlines.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNashville to Saint Louis
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no