American Airlines Reviews (Written By Customers)
American Airlines

American Airlines Reviews

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American Airlines Reviews

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    How do I know I can trust these reviews about American Airlines?
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    Customer Service

    Reviewed Oct. 12, 2024

    I normally fly Delta due to a few bad customer service experiences in the past HOWEVER... on this trip, I had the pleasure of encountering Celeste and Natalia out of the Miami Airport (which can sometimes be a cluster). You know when you're craving actual care, understanding and the ABOVE AND BEYOND service that is so rare? I got it. Have never been treated so kindly and with so much appreciation. They both pulled strings to get me to my destination and with a smile. They didn't have to, but they did. I hope they receive credit. I'm an avid flyer and will feel more comfortable using my AAdvantage account and flying American because of these two ladies. THANK YOU!

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    Customer ServicePunctuality & SpeedStaff

    Reviewed July 23, 2024

    I write this review because I am in the service industry (owner of a catering company), so I know it's important to hear the good! My husband and I traveled from Boston to Aspen on 7/13 via American. We had to drop a car in Central Parking for our son who was coming in from Denver the following day. Unfortunately, although we are seasoned travelers, we underestimated the time to check our bag, and missed the 40 minute deadline. What to do?

    Rick, at the Special Service Desk for AAdvantage members told us we could leave the bag in our car and get on the flight, or miss it. (On no!) Then, quickly, I might add, he looked to see if there were any other flights, and lo and behold, there was one, an hour later. He told us it was rare that there was room on this flight, but many of the 4th of July travelers had filled up the flights the week before. We were SO GRATEFUL for his efforts. He was very polite and made this happen, so that we were able to have a cup of coffee and wait just an hour for the next flight. Awesome customer service! Also, the team at security and at the gate were professional and nice. We found this for all of our AA Flights.

    Terminal B at Logan has been renovated and has that nice, brand new feeling with lots of plugs to charge our devices, Boston memorabilia, and plenty of bathrooms and places to get food. I would also like to commend Rita the flight attendant on our flight from Denver to Aspen. I know her primary role is our safety, but I'm telling you, her flight safety instructions were a great theatrical performance, so much so that we actually listened. I told her so, and she told us she was in banking before this position, and was obviously more invested in this job! She was grateful for the feedback.

    Both of our flights were quite smooth, even though the pilots said there would be bumps. I was really surprised when we landed in Aspen which can be tricky as you have to go down into a valley. Two things to note on our way home from Aspen to Dallas on July 18th: Another flight attendant, with beautiful long blond hair, was wearing some pretty sparkly jewelry. I remarked upon it and she said she hardly wears any at home. She said, "We have to look good!" (on the job). I loved her personal pride in her appearance and also how nice she was to us.

    In addition, when we got off our flight from Aspen to Dallas, there was a wheelchair attendant just waiting there for anyone who needed help. We needed it! My 88 year old Dad is compromised with walking and we had a tight connection to Boston. This man was so nice, taking Dad up and down elevators and on to the Sky Train, and through the terminal to the gate, where he was the first to board! We couldn't have made our connection without him! We are so grateful! Honestly, we couldn't have had a better experience. As long time AAdvantage members, we are happy to see American is providing great service!

    Thank you,

    Timothy and Christiane **

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      Staff

      Reviewed March 13, 2024

      The departing Flights Supervisor in Las Vegas, NV, Mr. John **, I believe was his name, absolutely incredible. I had astronomical circumstances, as to why I missed my flight. I was completely frazzled and frantic upon entering airport and Mr. ** and another agent on duty, helped me get my ticket situated, they also calmed me, with their amazing energetic vibrations, they also treated with grace and dignity!! A total class act!! Excellent Service, he explained everything in detail and made sure I understood everything!! I highly recommend American Airlines!!! Thank you for Everything!!!!

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      Punctuality & SpeedStaff

      Reviewed Dec. 16, 2023

      Today I made my AA Flight # 259 from Lisbon to Philadelphia because the local personnel of AA made it possible. The passport control line was 1 hours, the security was over 25 minutes. I thought I would miss the flight. But the airline personnel came to the extremely busy line of pas port control, reported how many are being held up due to extremely unprofessional and inefficient Portuguese passport control, provided extra support for families with children, provided extra buses, delayed the plane to take care of customers. I fly often but this level of professionalism I have not seen.

      United airlines and Air Canada that fly out of Lisbon, never have had any such services. They actually and really don’t care! I have flown with these airlines to and from Lisbon many times. Now, before the very late passengers go to the plane, the staff coordinated overhead bins, extra happy welcome on board. In fact, the food served was almost excellent! For airline food, it was amazing. I really am impressed and pleasantly surprised with the level of care. Thank you American. Thank you.

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      Customer ServicePrice

      Reviewed Nov. 29, 2023

      I bought my wife a round trip ticket from Fort Myers to Frankfurt. Started on Google flights, found a good fight and bought it. I did not realize that the purchase went through Priceline. Priceline sold us an itinerary where there was not enough time between connections. I know, it was my fault for buying it. Priceline refused to help us at all. Called American Airlines and for a $50 change fee they were able to fix the problem. I for one, will never do business with Priceline again.

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      Customer ServiceStaff

      Reviewed Oct. 31, 2024

      I have been trying to obtain a refund since June 2024. American told me two months ago that they would refund the full amount of my tickets, but to this date, they have not. I have called three times to the representative who emailed me they would refund the full amount and three emails to inquire why they haven't done so. She replied to one email telling me to check the refund status on AA.com which I have done every day for two weeks, It still says not refunded. She has yet to return my phone call. Isn't it a bit ridiculous that a customer has to go through this sort of thing for five months or more? AA should be better than this. They will be my last choice airline. There is much more to this sage, but too much to type in this review.

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      Customer ServicePunctuality & SpeedStaff

      Reviewed Oct. 29, 2024

      Never fly American. American Airlines allowed me to book a ticket with a less than 50 min layover (SBN - DFW - MSO). I checked in via the American app and said I had 1 bag to check. All went smoothly until I arrived at the airport at 6:10am. The ticket counter agent, Tyler, informed me that he could not check my bag on the flights I purchased and that he would need to rebook my ticket so that there was enough time for my bag. I was booked through Denver on American and then United Airlines. My flight from SBN to DFW did not change. I went through TSA pre-check fairly quickly and made my way to Gate 7 immediately.

      While waiting in security and walking to the gate, no announcements were made over the intercom requesting I make it to the gate immediately. When I arrived at the gate, it had closed and I was told I would need to be rebooked on an American flight. Now I get back around 10pm. This is not good customer service. I was not made aware previously that I would not be able to check a bag on the flights American selected for me. I paid for a reservation on the American Airlines website that would not work or could not work with the short (49 min.) connection. Why was this allowed? Why won't one single American Airlines employee apologize? I am literally begging them for an apology but get nothing. Not asking for them to apologize personally but they should be able to apologize for the airlines mistake. Nothing. Very upset and probably NEVER flying American again.

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      Customer ServiceStaff

      Reviewed Oct. 28, 2024

      We experienced a 32+ hour layover in Dallas on our fight to Rome on 08/31/24. The hotel that we stayed at with the voucher from American Airlines was horrible to say the least. We filed a complaint and request for a reimbursement for at least our expenses while we were pretty much at their mercy, has been ignored. The customer service representatives during the delay was not helpful in any way. They were not concerned or seem to care what this extreme delay caused in our once in a lifetime trip to Rome. Money was lost but the time we lost is not replaceable.

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      Staff

      Reviewed Oct. 26, 2024

      I have often traveled internationally, but my experience with AA 127/128 left a particularly strong impression. Frankly, it was the worst. Customer space is squeezed to a minimum. It feels as though customers are treated like mice, with American Airlines (AA) prioritizing more seats over passenger comfort. They seem to forget that customers are human beings who need a reasonable amount of space during travel. United Airlines, Delta, and other airlines provide far better experiences in this regard. However, AA appears to disregard customer respect, focusing solely on profit in a way that feels disgraceful, almost criminal.

      The crew, particularly certain members, were exceptionally arrogant. They acted more like commanding officers berating soldiers than attendants serving customers. If they wish to display such arrogance or racism, they could find other places to do so. I’m genuinely confused as to why AA has chosen to recruit and give a platform to so many individuals with this demeanor. It almost feels as if AA is trying to send a message: we support arrogance and racism.

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      Customer ServiceStaff

      Reviewed Oct. 26, 2024

      I am allergic to dogs. I was flying out of the Dallas airport this morning when I saw 2 service dogs boarding our flight. I asked the boarding rep, "How does having dogs on board with someone that is allergic to dogs work?" Her answer "You have to carry your EpiPen." Really? Dogs take priority over people?

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      American Airlines author review by Erika Armstrong

      American Airlines is the world’s largest airline by fleet size and revenue. With headquarters in Ft. Worth, TX, they have an extensive international and domestic network with 953 aircraft making it the largest commercial fleet in the world.

      • Track your bags: From check-in to carousel, you can track your bags from your smartphone, laptop or tablet.

      • Business Extra: Travel reward program that earns your company points toward traveler awards while the employee continues to earn his or her AAdvandage miles.

      • Oneworld: American has an alliance with the world’s leading airlines which gives their customers access to 1,000 destinations in 150 countries.

      • Global Support: If your flight is delayed and your connection is in jeopardy, the Oneworld Global Support will do their best to allow you to use dedicated fast track lanes through immigration or security.

      • Travel with your pet: If you follow the rules, you can travel with your pet to all 48 contiguous United States.

      by Erika Armstrong Airlines Advisor

      From the front desk of a busy FBO to the captain's seat of a commercial airliner, Erika Armstrong has experienced everything aviation has to offer. She is the author of A CHICK IN THE COCKPIT and her aviation articles can be found at Consumer Affairs, Plane & Pilot, Flying.com, Disciples of Flight, NYC Aviation, Contrails, Mentor, General Aviation News and Business Insider.

      American Airlines Company Information

      Company Name:
      American Airlines
      Website:
      www.aa.com