American Airlines Reviews

Overall poor. Pick a category-poor. Just bad experience, staff could not care less. Chatbot help is a true joke. And severely late.

Same heartburn inducing meals year after year. Impossible tiny seats. Anyone over 5’5” is going to feel like a cripple after a long haul flight. Impossible to sleep on red eye flights. Far too many Delays. Price gouging. Canned replies showing that they couldn’t care less about customer experiences. No more miles given as an apology. Abject greed is the name of the new game. Being an AAdvantage member is almost completely useless unless you have status. Only well off people can afford to use any of the so-called perks on offer. Just like any other corporation you only care about your wealthy clients. Everyone else gets the crumbs that fall to the ground and that’s if they're lucky!

Spend a ton of money with AA. Worst customer service I have received ever, on a flight wasn't on the flight. It was the gate representative. DFW to Wichita, July 7th, 2026 gate B 38 5pm flight to 6:30. Gate attendant has zero manners. If I could take my points with me and leave AA I would.

I would like to thank Ms. ** flight attendant for flight 1102 from Cancun on 7/07/26. I am very afraid of flying, but she made it such an amazing experience by distracting me & by assuring me that everything was going to be ok! Thank you! Thank you again! Hope to run into you 1 day again!

After booking my vacation months in unadvanced and receiving all information on the date of the flight to Dallas then to Cancun my wife and I got to the Airport 90 minutes before departure. My luggage was check in and my gate of departure and seat was given but when we got to the gate, I was told the flight was cancel. Also I never received any text notification. Ended up driving to Dallas for a noon flight after otherwise I would had lost a full day of Hotel that I prepaid, on the return flight had to get off in Dallas and drive to Tulsa. Parking alone was $160 for 5 days. I wrote to American Airlines Vacation for compensation not only for the gas and parking and food but for the flight I never took from Tulsa to Dallas or the Dallas to Tulsa. Well let's say last time I will use them.

Every flight was an ordeal. They had another plane parked at our gate on the first flight which caused us a delay, but luckily their delay on the second flight saves us from the delay on the first flight. On the return trip, they kept delaying our final flight until every rental car was sold out, then they cancelled the flight because they didn’t have crew. The first delay was because they didn’t have a plane. I think they sell flight that they don’t have planes or crew for. They finally flew me on a super late flight to a nearby city and lost my luggage. They promised to deliver my luggage to my house, but it has just been sitting at the airport for days and days.

If I could give a 0, I would. I checked my flight this morning at 645am and it was “on time”, then at 711am it had been cancelled due to “scheduled maintenance”. How is this possible 8 hours before my flight for my family of 5 is supposed to go home. I had a client lunch, my wife a BIG meeting and my 3 kids were supposed to start camp. Now I have to pay for the AirBNB and rental car, take PTO and miss my meeting, my wife will miss a career changing meeting!! The frustration stems from American Airlines not offering a viable solution to get me home today. I booked this flight 2 months ago. How is this OK???

I learned today that if your flight changes for any reason all that, verbatim from the customer services representative I spoke to today, "American Airlines GUARANTEES your seat will change." This call took place on July 5th, 2026 from 1:00pm to 1:55PM. I reserved seats for myself and my husband and my 75 year old in laws months and months ago and just found out that due to our flight changing that we are no longer able to sit together. The American Airline's representative "guaranteed" me that the seats I choose again today would possibly change again. Why even let us "reserve" seats if they are subject to change up until the moment that you check in at the airport. This only provides a false sense of "customer service" when in fact there is no service being provided.

Lacking in customer service skills and communication. They just point to the kiosk for check in and the kiosk inevitably directs to a counter agent back at the counter. One word.... ENSHITIFICATION.

Absolute joke of an airline. Put the wrong gate on the screen. Told I should have googled the gate. Well guess what google had the wrong gate too. This is unacceptable. This airline should have been closed down not Spirit.

I flew on a flight from Phoenix AZ today to Denver, CO. The fellow I traveled and I checked in at the same time. His luggage arrived in Denver, mine did not. The ticket agents in Denver did not readily assist in helping me file a claim for lost luggage. I went to reservations to issue a complaint, and the manager did not care, indicating that the systems do not work together. I have spent 5 hours trying to have the luggage delivered, and I have been informed that FEDEX will deliver in two days. Vacation is a disaster now. My location is 1 hour North of Denver. I did not sign on with FEDEX, I signed on with American. This was the worst customer service for a passenger who has more than 2 million miles with this airline. FEDEX, you must be kidding!!

I was a first time flyer with American Airlines. When I arrived to the airport the staff there sent me to multiple wrong locations for check in, that by the time I made it to the correct spot. I apparently missed my check in time by 2 min. Which then cause me to go from a direct flight (that you pay extra for) to a flight with a layover. That was just the start, arrived to the layover stop and the gate kept getting switched. Get to the right terminal. Flight was delayed due to mechanical issues. Well passed the original 3 hour layover time. We finally get to board the plane. As we start pulling out of the terminal. The plane was shaking and sounded awful. We had to pull back in and get off the plane. Wait and move terminals for a different flight.

We will never fly with AA ever again after our last trip. On 6/20/2026 seven of us were flying from Boise ID to Knoxville TN with a layover in Dallas. I had prepaid for our bags online at check in, but when we got to the airport the lady made us pay again at the kiosk saying that I lied about paying online even though I showed her the receipt. When we got up to the counter we had twice as many luggage tags as needed because we had actually prepaid. We were told there was nothing they could do. I would need to ask for a refund online. We then had our connection flight cancelled in Dallas, we were put up in a flea bag motel run by rude people who tried to put all seven of us in one room. Because of this we lost our rental car and we lost two days at our Airbnb which was quite costly.

Us on and was still sitting the over 25 more minutes. Will never fly American Airlines again. Will let everyone know how bad Express. Made us wait 3:20 till 109 pm at night getting guys After midnight to our destination. Horrible service. I talked with customer service at airport and call the customer service line. We should have had compensation for over 6 hour wait that was not our fault.

Dallas to JFK JFK to Rome. Hours apart. Yesterday they had me go to 3 different gates for broken toilets on plane. Missed my Italy flight by 10 min. My kids are there without me. I asked for compensation or a hotel for the night. No. Since they did provide a plane that day they did their due diligence. So rude. And since my Italy flight was with another airline they told me that it's not their problem and maybe next time I would be smart enough to book with just one airline.

Flew today from Tallahassee to Las Vegas. Was supposed to leave at 1:40 PM and left at 7 PM due to mechanical issues. We waited an hour for a mechanic to show up. Finally they re-boarded us and we sat on the plane an additional hour. Finally got to Las Vegas. Our next flight was also delayed over an hour, and then when we got on the plane delayed another hour and 20 minutes. After being cleared to go it was another hour before we took off.

Horrible customer service. They do not issue refunds unless you get the ticket above first class. I booked an international flight. Needed to cancel, gave 60+ days notice, had a first class ticket. And medical note. They said it wasn’t life threatening, so they gave me a travel credit only. Do not use them. Fly Jet Blue - never an issue. I would of choose them except they didn’t fly to Greece. Terrible service.

Worse travel experience! My flight AA241 from O'Hara was supposed to take off at 2120. Due to weather, the departure time kept being pushed out, this is understandable to a degree. We finally were able to departure around 1230, only to get in the air and the Captain stopped climbing because a cabin pressure warning. He leveled off at 10,000ft and came over the intercom to tell us that we were going back to O'Hara. Once we landed, it took a few minutes before anyone said anything but I already had notifications with the new departure time. Then the Captain said the crew hit their time limit that they couldn't fly us. The gate agent said to proceed to H4, which we did, only to be notified they canceled our flight.

American Airlines managed to ruin our vacation on both ends. On Saturday, June 13th, we were supposed to fly out of Mobile, AL on AA5195 at 5:00am, with a layover in Dallas, TX. Then flying on AA767 from Dallas, TX to Seattle at 8:20 pm with arrival in Seattle at 12:49 pm. Well, at 10:54 pm on Friday, June 12th, we were suddenly notified of the cancellation of our 5 am flight on June 13th from Mobile to Dallas and our automatic rebooking on Sunday, June 14... One whole day of our vacation lost! Then Tues. June 23rd, we flew on American Airlines AA717 from Seattle to Dallas. All was well. We were then suppose to take AA5186 at 10:11 pm with arrival in Mobile at 11:55 pm.

6 hour flight(s) from Billings to Wash, DC will end up at about 30 hours. BUT…American Airlines provided us with a small bag of pretzels and cup of soda!! No food…No hotel…Sleep in chair at airport in Cedar Falls, Iowa (wasn’t on our itinerary).