American Airlines Reviews | Opinions of American Airlines shared by travelers



American Airlines

American Airlines logo
IATA code:AA
ICAO code:AAL
Alliance: Oneworld
Overall Satisfaction:
1.9 out of 5
27.3% of people who wrote a review recommend flying with American Airlines.
36.4% of people who wrote a review think American Airlines offers a good value for money.
45.5% of people who wrote a review think American Airlines offers a very poor customer service.
Classes of service
Economy
90.9%
Business
9.1%
First
0%
Customer Service
Excellent
18.2%
Good
0%
Satisfactory
9.1%
Poor
27.3%
Very Poor
45.5%
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How is American Airlines ranked...?
#1
78 total score
14 reviews
79% Recommended
86% Value for Money
3.9/5 Customer Service
#2
60.4 total score
11 reviews
55% Recommended
73% Value for Money
3.1/5 Customer Service
#3
50.7 total score
23 reviews
48% Recommended
43% Value for Money
2.8/5 Customer Service
#4
100 total score
1 review
100% Recommended
100% Value for Money
5/5 Customer Service
#5
100 total score
1 review
100% Recommended
100% Value for Money
5/5 Customer Service
#6
86.9 total score
7 reviews
86% Recommended
86% Value for Money
4.3/5 Customer Service
#7
46.7 total score
4 reviews
50% Recommended
50% Value for Money
2.3/5 Customer Service
#8
35.5 total score
8 reviews
13% Recommended
50% Value for Money
2.1/5 Customer Service
#9
31.7 total score
5 reviews
20% Recommended
20% Value for Money
2/5 Customer Service
#10
25.6 total score
5 reviews
0% Recommended
40% Value for Money
2/5 Customer Service
#11
18.7 total score
1 review
0% Recommended
0% Value for Money
2/5 Customer Service
#12
18.7 total score
1 review
0% Recommended
0% Value for Money
2/5 Customer Service
#13
16.7 total score
4 reviews
0% Recommended
25% Value for Money
1/5 Customer Service
#14
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#15
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#16
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#17
37.2 total score
11 reviews
27% Recommended
36% Value for Money
2.2/5 Customer Service
#18
36.3 total score
17 reviews
29% Recommended
29% Value for Money
2.1/5 Customer Service
#19
27.4 total score
35 reviews
11% Recommended
23% Value for Money
1.8/5 Customer Service
#20
23.2 total score
31 reviews
10% Recommended
10% Value for Money
1.6/5 Customer Service
#21
23.1 total score
14 reviews
7% Recommended
14% Value for Money
1.6/5 Customer Service
#1
78 total score
14 reviews
79% Recommended
86% Value for Money
3.9/5 Customer Service
#2
60.4 total score
11 reviews
55% Recommended
73% Value for Money
3.1/5 Customer Service
#3
50.7 total score
23 reviews
48% Recommended
43% Value for Money
2.8/5 Customer Service
#4
100 total score
1 review
100% Recommended
100% Value for Money
5/5 Customer Service
#5
100 total score
1 review
100% Recommended
100% Value for Money
5/5 Customer Service
#6
100 total score
1 review
100% Recommended
100% Value for Money
5/5 Customer Service
#7
86.9 total score
7 reviews
86% Recommended
86% Value for Money
4.3/5 Customer Service
#8
86.4 total score
5 reviews
80% Recommended
80% Value for Money
4.6/5 Customer Service
#9
66 total score
2 reviews
50% Recommended
100% Value for Money
3.5/5 Customer Service
#10
46.7 total score
4 reviews
50% Recommended
50% Value for Money
2.3/5 Customer Service
#11
35.5 total score
8 reviews
13% Recommended
50% Value for Money
2.1/5 Customer Service
#12
31.7 total score
5 reviews
20% Recommended
20% Value for Money
2/5 Customer Service
#13
25.6 total score
5 reviews
0% Recommended
40% Value for Money
2/5 Customer Service
#14
18.7 total score
1 review
0% Recommended
0% Value for Money
2/5 Customer Service
#15
18.7 total score
1 review
0% Recommended
0% Value for Money
2/5 Customer Service
#16
16.7 total score
4 reviews
0% Recommended
25% Value for Money
1/5 Customer Service
#17
15.4 total score
9 reviews
0% Recommended
11% Value for Money
1.1/5 Customer Service
#18
14.4 total score
5 reviews
0% Recommended
0% Value for Money
1.2/5 Customer Service
#19
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#20
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#21
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#22
37.2 total score
11 reviews
27% Recommended
36% Value for Money
2.2/5 Customer Service
#23
36.3 total score
17 reviews
29% Recommended
29% Value for Money
2.1/5 Customer Service
#24
32.5 total score
31 reviews
23% Recommended
19% Value for Money
2.1/5 Customer Service
#25
27.4 total score
35 reviews
11% Recommended
23% Value for Money
1.8/5 Customer Service
#26
23.2 total score
31 reviews
10% Recommended
10% Value for Money
1.6/5 Customer Service
#27
23.1 total score
14 reviews
7% Recommended
14% Value for Money
1.6/5 Customer Service
#1
63.9 total score
13 reviews
54% Recommended
62% Value for Money
3.5/5 Customer Service
#2
49.8 total score
28 reviews
43% Recommended
39% Value for Money
3/5 Customer Service
#3
86.4 total score
5 reviews
80% Recommended
80% Value for Money
4/5 Customer Service
#4
56.7 total score
2 reviews
50% Recommended
50% Value for Money
3/5 Customer Service
#5
48 total score
4 reviews
50% Recommended
50% Value for Money
2.5/5 Customer Service
#6
39.6 total score
3 reviews
33% Recommended
33% Value for Money
2.3/5 Customer Service
#7
35 total score
4 reviews
25% Recommended
25% Value for Money
2/5 Customer Service
#8
13.3 total score
3 reviews
0% Recommended
0% Value for Money
1/5 Customer Service
#9
44.7 total score
22 reviews
36% Recommended
41% Value for Money
2.5/5 Customer Service
#10
37.2 total score
11 reviews
27% Recommended
36% Value for Money
2.2/5 Customer Service

American Airlines Reviews

"Police Escort"

Review

I have never been treated as poorly as I was on my arrival to DFW airport. Upon arrival we were told that we needed to wait in line to receive our hotel and meal vouchers. While waiting in line for over 3 hours, I tried to ask questions about the procedures and what needed to be done to expedite maters. I was told that I "had to wait in line." The supervisor on duty refused to make eye contact with us while waiting. AA employees were sent home while more than 1000 people were still waiting in line. Only 3 ticket windows were open even though there were AA employees at other desks that were not seeing to customer needs. There was no communication at to purpose, status, or expected outcomes of waiting in line. WE were just told to "wait in line." When I FINALLY reached the front of the line and tried to speak to the supervisor on duty, she informed me that there were no hotel vouchers and that meal vouchers were only available for locations in the airport. This was completely contradictory to what we had been told 3 hours earlier. When I questioned the AA employee about why AA declined to provide information and why we were lied to, she called a police officer over. I was told to either leave the line or to lower my voice. I guess it was within policy for an AA employee to yell at me, but when I demanded that AA honor the statements that they made to me, I needed a police escort so that AA did not need to honor their obligations.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"Terrible!"

Review

I am a PhD student who has been flying around the country for the month of January. I had a round trip ticket to Florida, but could not make the first leg of my trip because I had a new scheduled interview in another state. Once with a different airline, I did not show up for the first leg but could return for the last part of the trip. When I showed up to the airport, they told me that I was not in the system. When looking further, they said my ticket was forfeited b/c I did not show up for the first leg. Now, understanding this was my fault, it was the treatment that happened after that made this experience horrible. They lectured me on being irresponsible, laughed when I cried b/c I wanted to get home to my daughter, and told me that I could buy a new ticket. I said there was no way I would give them another dime. When I went to Jet blue, they said that they never heard of such a rule and would have allowed me to get on the plane. I had to buy another ticket for $700 and take a cab to the next airport for $150. I am a grad student (and a single mom) who had to take out loans for these trips/interviews. I could not believe how rude they were. I will NEVER fly with them again. If I ever acted like they did at work, I would have been fired (and rightfully so). I also had to cancel the first leg of a future trip because of the same situation above (new interview in a different state). They charged me $125 to cancel the first leg. Wow! This experience was very traumatic and I could not believe how they laughed at me when I was crying b/c I needed to get home to my daughter. Terrible, terrible service.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"Worst experience of any airline "

Review

After a second call later in the afternoon, I was booked for a 6:05am flight this morning.

After arriving at 4:40am this morning, I was unable to check-in. After multiple attempts, I got in line to speak with a desk agent. (The floor agent patronizingly told me that he "is only one person and is busy right now") By then, I was running late and asked the person in front if he would allow me to go ahead because of my flight time.

The agent, who didn't have time to hear my question earlier, came over before the guy could answer, and told me that I was not allowed "to cut in front of people who arrived 2 hours prior to flight time when I had failed to." When I finally got my boarding pass, it was 5:45am. The closest security check-point had only one line open with 5 rows of people spilling out from the 5 lines formed.

Thanks to the kindness of other travelers, I was able to "cut in line" and made my flight with zero time to spare

I understand that the initial cancellation was due to unforeseen circumstance, but there is no excuse for how AA treats its paying customers. I don't expect much from any airline, but my experiences with AA have been by far the worst. I bought the ticket for Thursday for a reason - people choose certain times and dates for a reason.

The initial "delayed" flight eventually left past 10pm. Trust the information that AA provides at your own risk. It might have been more understandable if this were an international flight, but going through this much stress for one of the most frequently flown routes is incomprehensible.

The disorganization of your airline and the incompetency (not to mention the terrible attitude) of AA and its employees is also incomprehensible. Any other mode of transportation is better - even the Megabus. It takes only 8 hours.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"AWFUL"

Review

I traveled with my 15 month old baby, first of all they do not give priority to bord the plane to people with babies, I requested a bassinet about 2 weeks prior my 9hrs fligth..guest what?.. never got it, I flew with my baby on my lap the whole 9hs with him crying because he couldnt sleep, he was uncomfortable.the answer of the fligth attendant was¨well you have to be seated in the seats number 20,21,22,0r 23 in order for you to get a bassinet so apparently they do not give priority for those seats either.the fligth was also 2 hs late. my overall experience was really a nigthmare. I never thought a big company like American airlines will have such a horrible and careless customer service. I wont fly with this company ever again!!!

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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Sun, 09/30/2012 07:18 AM
1 year ago

I forgot to mention that the little tv screen on the seat did not work either!
Gi

"Consistently positive and getting better"

Review

I fly often and to many places. This flight to MVD has a very short connection in Miami and that always makes me nervous. Just 1 hour from scheduled landing to departure. Which when you factor, taxiing to gate, deplaning, making it to new gate (and Miami is big!) and boarding 20-30 minutes befor departure there is no time at all. Yet despite everything I have yet to miss this connection.

Flight from Miami is a night flight so food in Business is not too heavy and they try to get everyone served quickly so people can sleep. Crew tend to be more senior and experienced and while they may lack the enthusiasm I see with the young flight attendants on the short haul domestic flights their experience and professionalism can't be beat.

Unlike Delta or United all are routinely friendly and helpful. Of course like all of us people have off days, fights with spouse at home, or other distractions. I think we forget about those things some times and need to give people a break occasionally.

This flight like most American flights are on time, professional and accommodating.

Planes and seats are not the most comfortable out there but getting better. This is a long flight in economy and even in Business. To MVD American has no 1st class like they do to EZE (Buenos Aires). But supposedly they are redoing Business class over the next years to get real lie flat seats, not the flat but angled seats they have now.

Oh and in my mind American has or had the best frequent flyer program out there for US based travelers.

Conclusion
Value for Money:Yes
Customer Service:Excellent
Cabin:Business Class
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"Worst. Airline. Ever."

Review

Worst. Airline. Ever. Actually took our luggage off the plane while refueling. We were going on a cruise, so had no chance to go back to the airport to retrieve. Was lied to about when/where we'd get it back, then they make it SO hard to put in a claim! VERY rude on the phone when calling to find out what happened. Will NEVER fly AA again & will tell everyone I can to avoid them as well.

Conclusion
Value for Money:No
Customer Service:Poor
Cabin:Economy Class
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"Great Airline Every one should fly it!!!!!!"

Review

Great airline, and even getting beeter. they have the youngest fleet and great aadvatage program

Conclusion
Value for Money:Yes
Customer Service:Excellent
Cabin:Economy Class
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"Zero from Two"

Review

This is the second time this year that AA has pushed my BNA-LHR departure back by a whole day, and also with no compensation for onward travel pre-paid in Europe. This time it hurts - I'm travelling for my mother's funeral - and they have nothing to offer - not even an upgrade as an apology. Won't ever book for international travel again (it has happened too many times over the last few years).

Conclusion
Value for Money:Yes
Customer Service:Poor
Cabin:Economy Class
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"Fly with another airline"

Review

AA does not deliver for the customer, this flight was delayed leaving Houston and again
delayed leaving Dallas. NO explaination offered or given. Their tickets are costly and not worth it

Conclusion
Value for Money:No
Customer Service:Poor
Cabin:Economy Class
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"Never again"

Review

Rude flight attendants, late, unprofessional flight crew flew into bad weather. Ground personell
unprofessional.
Passengers are treated like cash cows "milkem till they bleed".
Equipment not clean.
If I owned stock in this company I'd sell it at a loss just to get rid of it.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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