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Overall Ratings

1.95 based upon 20 reviews

(10 ratings)
(5 ratings)
(2 ratings)
(2 ratings)
(1 ratings)

Attribute Ratings

Customer Service (19 ratings)
Perform as Advertised (15 ratings)
Timeliness (14 ratings)
Use Again (18 ratings)
Cost Effective (15 ratings)

American Airlines Reviews



.... July 15th, 2014


Was able to use Frequent Flyer miles to book a hotel on short notice

I have over 180,000 frequent flyer miles with American Airlines. I recently had the need to book a hotel in my home town due to my house getting tented for termites. I didn't realize that American Airlines had a deal with hotels and that I could use frequent flyer miles to book a room. Looking on their frequent flyer miles page, I saw a list of a lot of hotels and the daily rate converted into FF miles. I was able to book a room at a very nice Hilton Place hotel for two nights for 37,000 miles. This saved me cash out of pocket and it did not cost me a dime at the hotel. I was sort of expecting to have to pay tax or some other tacked on fee, but there was absolutely no additional costs. I was able to book on very short notice and check in went smoothly and without incident. I was thrilled with the ease and usefulness of cashing in the American Airlines frequent flyer miles and it left me with a very positive impression of this company.


.... May 30th, 2013


Pretty mediocre.

American Airlines hasn't been anything spectacular. I could get similar service and have to pay less for it with Southwest.


.... January 16th, 2013


Not satisfied

I have not ever been thrilled when flying with the airline company. First of all, the airplanes are not the cleanest. Second of all, the employees are rude and god forbid if you have to ask them for assistance. Third of all, they do not allow me to use my airline miles! As other reviewers have said, it really is a big problem with this company. I have racked up thousands of miles with purchases from my credit card and they try to act as if they don't exist. Do not recommend!


.... October 26th, 2012


Does Anyone at AA care?

I have never spoken to any airline as angry or rude as AA customer service.....
I know part of it is the horrible policies they have instituted but the employees are very bitter and act as if they really dont care that they have to nickel and dime you for every part of your reservation...
Really, charging $35 each way for each person to get an available isle or window seat?
Since when is their coach seating so fabulous to even dream of an upcharge for a seat where I cannot even open my laptop....
Thank you Southwest.....you are #1 in attitude and being customer friendly.
By the way, I wrote this while on hold and will be able to finish 2 more projects while I wait


.... October 3rd, 2012


It wouldn't hurt them to lighten up a bit.

AA really needs better employees those people who work there are downright disrespectful.


.... September 21st, 2012


I was on flight 431 from Miami to SFO yesterday, 9/20/2012. What a debacle this airline has become! If it wasn't for the patience of the flight attendants, they would have plane fulls of angry passengers. First of all, I know the co-pilots sliding cockpit window was forcibly disabled by one of the pilots. After two hours of sitting on this plane we were then moved to another aircraft. We were delayed again at the gate and were told the plane was waiting for "catering service". After take off, we were told they did not want to wait for meals, and therefore we only has "snacks" from Florida to California. We were also told the reason for such long delays is that the pilots are "following all F.A.R.s" (Federal Aviation Regulations). Does this mean that they were not following them before? Beware, and stay off of this airline until the dust has settled.


.... September 15th, 2012


Why do you have a mileage plan? I have a large number of miles accumulated & every time I try to book a flight using your airmiles, there are NEVER flights available to my destination. It doesn't matter if it's to Pennsylvania or Hawaii. It doesn't matter if it's in June or October! There are NEVER flights available. So, I switch over to my United mileage account & I am able to book a ticket. Every time I see my mileage statement, it's not "Oh Great, look at all those miles we can use" - it's more like dammit, I wish we had earned them on United so we COULD USE THEM!!!!!!!
WHY??????


.... September 5th, 2012


AA is seriously one of the worst airlines. They have the video to try and kiss up to you but honestly, I was really dissappointed. The food was alright, but I was on a 14 hour flight with no tv, and one magazine. I flew on Emirates right after as it was my connecting flight and it was heaven compared to American Airlines. The attendants were even kind of rude. I just think they need to raise their bar a bit.


.... May 30th, 2012


experience with american airlines

If you want a carefree flight, do not use american airlines! I booked 4 months in advance so I would be sure to have the times of arrival and departure set and the seats that I chose available. They changed the flight times and they changed the seats multiple times. The last leg of the trip was spent in the worst seat on the plane, next to the engine! The ears will be ringing for some time to come. I WILL NEVER FLY ON AMERICAN AIRLINES AGAIN!!


.... February 23rd, 2012


Bad customer service

I waited for 20 minutes to talk to someone on customer service and when I finally got to he was rude,arrogent and he hung up on me without solivng my problem.


.... February 17th, 2012


Your average airline

My experiences with American Airlines have been pretty standard affair, not extremely friendly but not terribly mean.


.... October 19th, 2011


Thieves in baggage handling either Miami or Freeport

I had two thousand dollars stolen from my gate checked bag Oct. 13 either in Miami or Freeport, Bahamas. There were two envelopes, each with (20) $50 dollar bills in a zipped pocket of my bag.When I got my bag in Freeport the envelopes were not there. Also, my flight was delayed over an hour on my return to Pittsburgh from Miami.


.... August 23rd, 2011


Inpersonal service.

I have been flying AA since the 70's.
The service has decreased year by year
to the point that I feel like a piece
of meat while I enter the cabin. The
stewards do not show a genuine attitude
neither welcome the passengers on board.
Once on board the attendants have abso-lutely no personal attention,
not even a friendly smile. What a boring AA has become. They sure are in the way to self destruction.


.... June 8th, 2011


why do you have shortest time to arrive at hithrow airport when it is connecting international flight. It is busy airport so you should have at least 3 hour spaced between connecting flights. Because it is so ridiculous that you have to walk/run/pass thru almost whole airport before your boarding terminal and it really takes time. Specially when flight get late to hithrow airport in London. Hope this will improve before I travel to India next month.


.... June 2nd, 2011


Typical for an Airline.

This airline does the job, but is not anything special. They are ontime about as much as other airlines, and I have never had a problem with my bags arriving at the proper destination. However, there are no luxuries. You get a seat, and a free drink (non-alcoholic) and that's that. The steward/dess demeanor vary plane to plane, but they are never actively rude.


.... April 29th, 2011


American Airlines

Have flown with them my last two trips. My flights have always been on time or early and the flight crew was very friendly. Only complaint is that there were audio problems with the in flight movie twice.


.... April 3rd, 2011


I have a very bad experience with a cancelled flight. An actually i still don´t have my baggage, is lost and they don´t know where it is. My original flight was Thursday March 31 al 21:30hrs, it was AA14 from Maui to Los Angeles, it was canceled because of a mechanical issue an reschedule for next day at 12:30 hrs. We had to reschedule all the connections, because our final destination was Mexico City, so we flight with Delta airlines from Los Angeles to Guadalajara (DL573) and finally with Aeromexico (AM 125) from Guadalajara to Mexico City. But my big concern is that my baggage is still lost. my baggage ticket number is AA 323390. if you can find any information please contact me.


.... March 31st, 2011


It's no wonder why they have to charge for baggage (unlike Southwest Airlines) it's to make up for the inefficiency of the rest of the business end. Their website is useless if you need to do anything other purchase a ticket. Called their refund department number and all I got was a busy signal (what they can't afford a real phone system). I did get through to a CS agent that was able to help refund my purchase and was very helpful (had to use the 800 number here on "contact HELP" site though). Apparently filing a refund online is slow, slow, slow, as they have to "review" whether the ticket is refundable.....dah what about that chart indicating refundable/non-refundable? I mean it's just so transparent that AA does not feel the need to offer state of the art customer service. Even though AA offers very good connections from my home airport, I will fly and extra leg on Southwest just to avoid having to deal with AA. As bad as they are.....they don't hold a candle to US Airways terrible CS, which I refuse to fly...no how...no way!


.... March 24th, 2011


My name is Carolyn Walker, I'm so upset with AA he way my baggage which supposely have been randomly check. It was not so much that the bags was inspected, but the way it was handled, everyhing was tumble up,& what really got me fuming was my deceased mother jewelry I had in a plastic bag was left on top of my baggage as it came off the turn style as it went around, I couldn't believe my eyes as well as others around me, anyone could have picked it up, the zipper on my bag was still open. I was appauled, is this the way you treat your loyal customers?? There was pieces missing I'm sure. I had a round trip ticket from Houston Hobby to S.F 2/24/11 weather delay they sent me over to Bush Inter.,(OREWCQ) then transfer me over to Continental Airlines FL.CO57OY. Returning flight 3/8/11 with AA from S.F to Dallas then Houston Hobby, which was over 1hr delay & overbooked. The Eagle FL which I came off (A3254Y) 2034 at Hobby Houston this is where my bag came off like that. Is this the way you handle security?? I called & left my name, phone number no one returned my calls.The card left in my bag had the screener ID #157272 FL 2034. What can you do about this? I'm truly upset!!

Mrs.Carolyn Walker


.... March 24th, 2011


Dear Customer service, on June 2010 I bought 2 round trip tickets to Barbados leaving jfk to Miami making a conecring flight about an hour after and reaching barbados around 1pm, sometime around October I received an email stating the layover in Miami was going to be longer without any explanation. I never would believe it would have been an 11 hours layover. When we arrived in Miami at gate 48 the plane to barbados that I had booked our flight on was boarding, they then started calling out passengers by name, there were quite a few no show. My husband then approach the counter and ask if we will be able to get on that flight he was completely ignored. I then went to the desk myself and by this time they had stared boarding passengers. I explained that we were originally booked on that flight, and rather than sit in the airport for 11 hours and seeing they were seats can we get on that flight. I was told we should have been on a standby list. I then ask for the managers's name and I was told it is Deborah Lopez. Now I am Diabetic and my medication was in my luggage. We sat at gate 48 from 8:10 am until 6:45 pm and we were never told that the departing gate number had changed.
We then had to rush at the last minute to catch the departing flight, needless to say we were the last passangers to board after holding up the flight for about 20 minutes the flight was late leaving the for barbados.

I would not want my Dog to go through what my husband and myself had to go through. I promise I will not fly AA if it can be help.

Unhappy, long standing customer of AA
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