American Airlines Reviews

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About American Airlines

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American Airlines delivers passenger and cargo aviation services and offers multiple cabin classes. Operating from hubs including Dallas/Fort Worth, Miami and Chicago, it serves destinations across North America, Europe, Asia and Latin America.

Pros
  • Timely flight departures
  • Iin-flight entertainment
Cons
  • Poor customer service experiences
  • High baggage fees

American Airlines Reviews

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    Page 2 Reviews 5 - 35
    Price

    Reviewed July 11, 2025

    Just booked with them the price went down and they won’t credit me because I didn’t get the main cabin.. When I booked with Southwest and the price went down they credit me with no problem.. This will be my last time flying with them..

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    Customer ServiceStaff

    Reviewed July 11, 2025

    Horrible!!! I was at the gate getting ready to board and my son and fiancé was with me. The boarding attendant told my 8 year old son that my fiancé could get left and my son started crying. As I was trying to board the flight my hands were full and I handed my boards pass to the attendant and she told me to scan the pass myself in a rude tone. All three attendants were very rude and unprofessional!!! I will NEVER FLY AMERICAN AIRLINES AGAIN!!!

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    Customer ServicePunctuality & Speed

    Reviewed July 10, 2025

    I had a flight credit of over $900. I booked a flight for several months out. For some reason I checked on the flight a few weeks later and found out that it had been cancelled and the only flight times to my destination were late at night. It would not let me change or cancel the flight even though there was a place to do so. I chatted with someone who finally was able to cancel.

    When I looked a few minutes later I only had a credit for $460. I had a hard time finding any place to email and there was NO WAY TO CALL. I emailed and got back a canned response. I received a "how did we do" email. When I responded I received the SAME CANNED response. Have still not gotten this resolved. It seems as though American has basically stolen over $400 from me. I'm so sad and disappointed. I saved for a long time and now I can't go where I wanted. Not only because they don't fly there, but I suddenly don't have enough of a flight credit to even change destinations. I even wonder if my flight was cancelled because I used flight credit instead of new money coming in. I hate that customer service is so terrible and I will NEVER use AA again. Neither will any of my family of friends if I can help it. There are plenty of other carriers

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    Reviewed July 10, 2025

    Unexplained delays that left us stranded for days at Charlotte airport. They lost our bags after they told us that the bags were going to be on the plane. Just simply a traumatizing travel experience on a vacation to Italy. NEVER AGAIN AMERICAN AIRLINES. TERRIBLE IS AN UNDERSTATEMENT.

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    Customer ServicePunctuality & SpeedStaff

    Reviewed July 9, 2025

    Awful. Flight cancelled, no reasons given. Just about impossible to get alternate booking. Rude. Unhelpful staff. Next flight ran out of fuel. Had to land to refuel. Dallas >NY flight time double scheduled time. AA is ZZ. 0/10 Just awful and we’re priority passengers.

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    Reviewed July 6, 2025

    American Airlines refused to refund me for seats I paid for but through no fault of my own I wasn’t able to sit in. They moved me on the first flight and I missed the connection for the second flight due to delays. Denied a refund. I wasn’t even in the second flight. Ended up on standby.

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    Customer ServiceStaff

    Reviewed July 6, 2025

    On my recent American Airlines flight, I boarded in Group 9. Before boarding, the ground crew informed me that there was no remaining overhead bin space and required me to check my hand luggage. Upon boarding, I observed multiple available overhead bins that could have easily accommodated my bag. This incorrect assessment by ground staff caused unnecessary delay and inconvenience.

    Throughout the remainder of my travel, I found that American Airlines personnel were generally unhelpful and at times hostile. Requests for basic assistance were met with indifference or resistance, creating an unprofessional and disappointing passenger experience. As a paying customer, I expect accurate communication, courteous service, and fair treatment regardless of boarding group. This experience did not meet that standard and calls into question my future choice of airline.

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    Customer ServiceStaff

    Reviewed July 6, 2025

    June 1, 2025, American Airlines denied my family of 3 from boarding our connecting flight from Dallas (DFW) to Baltimore (BWI). Our international flight was delayed 1 hr. American Air alerted connection flight was delayed 40 min. Arrived at DFW gate to board plane, group 4 of 9, was boarding. Waited til group ,9 called to board, approached to board, gate staff requested we step to the side with no explanation. Gate attendant we step back away from desk "your up in our space". After 25 min.. while boarding standby passengers, American Airlines staff requested us to proceed to American Airlines customer service desk to reschedule flight.

    1st available flight offered to Baltimore- Washington Area Thursday July 3, 2025 (51 hours). Received one night hotel voucher and three $12 meal vouchers. American Airlines staff never really explained why our seats were resold, nor requested volunteers to forfeit sheets, never explained our rights as customers, they offered a web URL and phone number to request refund for the portion of the reservation leg. We purchased alternate flights through SOUTHWEST AIR, for 7/2 7:30 AM. Submitted refund request though American Airlines 7/1 - refund still pending 7/6. American Airlines staff was unremarkable, almost robotic, as customer purchased seats are resold based on system algorithms predicting probability of customer no show due to their own mismanagement of delays.

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    Punctuality & SpeedStaffProcess

    Reviewed July 6, 2025

    We arrived at the airport well in advance — over four hours before our scheduled 10 PM flight — and checked in with American Airlines at 6 PM. Despite booking our seats well ahead of time, we were shocked to learn just 30 minutes before departure that one of our family members might not have a seat due to overbooking.

    It was incredibly stressful to be told we had to wait and see if someone didn't show up in order for our family member to board — especially after a long journey from Europe and with no prior warning. The staff showed little concern for the fact that they were potentially separating a family who had been traveling together for over a day. The entire process was disorganized and handled with a lack of empathy. For an airline of this size and reputation, the experience was disappointing and poorly managed. Overbooking happens — but how it's handled matters. In this case, it was handled carelessly.

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    Reviewed July 4, 2025

    Always delays and cancellations with no explanation. I hope American Airlines goes out of Business. It takes a lot for me to take the time and write a bad review but American Airlines, you are the absolute worst airline company there is to exist. I rather fly Spirit Airlines.

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    Customer ServiceStaff

    Reviewed July 2, 2025

    Customer service is virtually non-existent. If you are lucky enough to get to talk to someone chances are they are unable to assist you and have to put you back in the call queue. It is an all day ordeal to still not have an answer. Most of the customer service representatives are rude and some don't speak English well enough for communication to transpire. The flight attendants seems to be even worse on some of the flights. They stand at the front of the plane gossiping with one another and are rude and clearly offended if asked anything by a customer. And this was in the first class section. I hate to think what most travelers are experiencing. The few times I had to fly economy because of the flight the seats seemed as tiny as a child's seat. At least that attendant was courteous. When did AA go downhill so badly?

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    Customer ServicePunctuality & SpeedStaff

    Reviewed July 2, 2025

    AA recently had me diverted from DCA to CMH while trying to fly to BNA. We were late by 5 hours. We received NO compensation for the issue. It was NOT weather related. This is wht happens consistently with AA. On June 30, 2025 I was flying from DCA to CLT then onto SFO. Ay CLT, the flight was delayed (as ALL AA flights are) and was just beginning boarding when the flight was supposed to be ascending into the sky. There was only gate agent at A7 and he began boarding and got through to Group 4 (I was standing in line by Group 5 sign) when a wheelchair rolled up. There was no attendant to assist so the agent had to stop boarding, close the jetway door, and take the passenger to the plane. 20 minutes later he returned and continued boarding. I stood in line this whole time.

    When he called Group 5, a couple and their 6’1” teenage son jumped up from their seats and pushed ahead of me. I am of small stature so I guess I was easy pickins’. I put my arm out and said, “Hey, I have been standing here for over 30 minutes. You can't do that.” My hand touched the teenager’s arm. He whirled around, flipped me off and called me a bit—. As they continued through the gate he could not stop his profanity. Then he commented on my age, that was “Like 80 years-old” whatever age has to do with it. If anything THAT is a good reason NOT to jump in front of me. Anyway, the parents complained to the attendant on board and I was removed. 5 airport police responded to the call. There I am, all 5’2” of “old” female. The cops were baffled. One of them said, “The call said there was an assault.” OMG! Assault?! The teenager was a full foot taller and 50 years younger than me.

    I was put on a “Do Not Board” list, even though the officer told me, “You won't be on any do not fly list.” He told me I could rebook which I did at the hotel where I had to stay overnight because there were no more flights that evening. Even though AA allowed me to rebook, when I arrived at the airport in the morning for the rebooked flight, I was denied a boarding pass pass and told I couldn't take that flight either because of a Do Not Board listing on me. I finally booked a United Airlines flight and was able to return to SFO a full 24 hours later. Now AA is offering me flight credit for a refund. EXCUSE ME! FLIGHT CREDIT?! I can't fly on your airline so how am I going to use your flight credit? I paid with credit/cash. I want the credit/cash back. This is like extortion. Travel extortion. Airline travel extortion. You remove me from a flight and put a Do Not Board on me without ANY due process.

    There is a video of the boarding gate that proves that I did not assault or hit or hurt the teenager at all. You then allow me to rebook on your website AND PAY FOR another flight but deny me boarding again when I arrive to the airport. Then you offer me travel credit as a refund?? And what about the flight I paid for and didn't take because you removed me with no due process? Do I get flight credit for that, too? Or will you just keep the money? I want American Airlines to review the video of gate A7 at CLT at approximately 5:38 PM and see that I am innocent and was wrongly accused by these self-entitled parents and their teen. It is unbelievable that this is happening in America. Shame on you AA. This is not the last you have heard from me.

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    Punctuality & Speed

    Reviewed July 2, 2025

    I have traveled a lot on airline, but the American Airlines was the worst experience for me. The checking people were hell a slow, coz of that I missed my SFO to Amarillo via Dallas flight for $600. Then I had to purchase another flight for $700. It was such a headache. I will never take it again.

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    Customer Service

    Reviewed July 2, 2025

    Worst airline I have ever dealt with. They canceled our flight from Puerto Vallarta to LAX. Rescheduled it for the next day kept delaying it. Horrible customer service. They brought us to a nastiest hotel for the night. I’m traveling with 3 kids and my elderly parents.

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    Staff

    Reviewed July 1, 2025

    Worst airline ever! They cancelled our flights twice in the same day and didn't automatically rebook, I had to sit on hold for hours to get it rescheduled 3 days away from the original date and I was met With the rudest customer support person. We are still waiting on compensation for our cancelled flights, I have never experienced something like this with other airlines. If my new July 3rd flights get cancelled again American Airlines will be hearing from my lawyer! Shame on you American Airlines!!

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    Reviewed July 1, 2025

    I had to cancel my flight due to an emergency only for AA to tell me, "Too bad. So what. You can’t get your money back or receive a credit." They’re the worse, I’m going to continue to stick with what I know which is DELTA.

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    Staff

    Reviewed July 1, 2025

    1554 from Cle to DFW on Monday June 30. We had a very long delay that day and was ready to get home. But when we got on the airplane we were met with the friendliest flight crew. Everyone from the pilots to the flight attendants were great. Dominique especially made my flight experience so much fun. Thank you Dominique and crew for making our crappy day better. Thank you especially for the wings you gifted me and my sister. Keep bringing joy to those around you!

    - Just a girl from Texas, Madi (12)

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    Customer ServicePunctuality & SpeedOnline & AppStaff

    Reviewed July 1, 2025

    If I could give a zero, I would, though some of the staff don't deserve that. But when storms came through Philadelphia yesterday, it was instructive how my kid was treated in flying Delta versus me, on American. They were told straight away--after a two hour delay--their flight had to be cancelled, given a new flight and a hotel and meal voucher. There was staff at the gate, who kept passengers appraised. I on the other hand was given ZERO information, the flight was delayed five times with no information other than a very delayed email occasionally, and several times passengers' boarding passes simply evaporated from the app and it said we had no trips booked. We thought the flight was cancelled each time, but no.

    Finally a plane did appear and we boarded. Whereupon we sat in an uncooled 90-100 degree airplane for four hours on the tarmac. Rerouting, adding fuel, just waiting for no reason. We began to taxi... then learned the pilot was out of flight time. We returned to the gate. This whole time American KNEW when the pilot's flight time ran out and could have called in a new crew. They then gave us no information. We milled around wondering what to do when we finally figured out where customer service was, and waited an hour in line to be told no hotel vouchers or meals would be offered.

    I was given a ticket to another city three hours from my home (and there's no public transportation). I slept on the airport floor. And in the morning, the flight was delayed... through all this American was wildly understaffed, rude, and just plain mean to its passengers. I will never use this airline again under any circumstances. The flight attendant on the plane was lovely, however. She gets the star. American Airlines gets a resounding expletive.

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    Customer ServiceStaff

    Reviewed June 29, 2025

    A little disappointed with American Airlines. We booked a trip to Jamaica with them. The return trip had a 90 minutes layover in Chicago. The short layover time made it impossible to catch our connecting flight due to the fact that we had to go through US Customs, Baggage claim, move to another area of the Airport (Domestic travel area) and then recheck in our bags and go through security and then catch a shuttle to our gate. American Airlines should have known this before booking this short layover. One huge bright spot was an American Airlines employee named Keith **. He went above and beyond to assist us in getting vouchers for a hotel and booking us that night, and one for a Uber and a Breakfast meal. The customer Service he displayed was Top Notch. Thanks Keith!!!

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    Customer ServiceStaff

    Reviewed June 28, 2025

    I flew from CLT to BUF on a non-stop flight, which has a duration of about 1.5 hours. I checked in my baggage, but upon arrival in Buffalo, I was informed that it had been “delayed.” I went to the American Airlines baggage office at BUF for assistance. I had questions about setting up delivery for the delayed baggage, but the staff member there seemed irritated by my inquiries. She actually yelled at me and told me to “just Google it” instead of helping. I was essentially scolded and dismissed from the office without any support.

    After several unsuccessful attempts with the airline’s automated phone system, I was finally able to connect with someone via online chat. I was assured that delivery of my delayed baggage was scheduled. However, during my 4-day trip, the baggage was never delivered—even by the end of third day. Throughout the trip, I continued to reach out to AA through chat support. Each time, I was promised that the baggage would arrive within 24 hours from each time that I reached out.

    On the day before my return home, I was finally told to contact FedEx myself to expedite delivery. When I called FedEx, they informed me that while a shipping label had been created, American Airlines’ BUF baggage office had never scheduled a pickup. After learning this, I returned to the airport to retrieve the baggage myself. Another staff member I encountered at the baggage office was again extremely rude and unprofessional. After returning home, I filed complaints with American Airlines. I was advised that I could submit a request for reimbursement for expenses related to the baggage delay. However, parking fees incurred at the airport are not eligible under their reimbursement policy.

    Here are the core issues I experienced:
    • A delayed bag on a short, 1.5-hour direct flight is hard to understand and unacceptable.
    • An airline employee in uniform yelling at me from behind the counter when I simply asked for help is unprofessional and inappropriate.
    • Multiple chat agents repeatedly promised me that delivery would occur within 24 hours from each time that I reached out—but these promises were never fulfilled.
    • Although the delay and delivery arrangement were clearly the airline’s responsibility, I was told to handle it myself by calling FedEx.
    • FedEx confirmed that pickup had never even been scheduled—raising the question of how AA’s chat agents were making these delivery promises.
    • When I returned to the BUF baggage office to retrieve my bag, I again encountered a rude and unhelpful staff member.

    • American Airlines’ own policy is to deliver delayed baggage to the customer at no cost. But not only was the baggage never delivered, I had to pick it up myself and pay for airport parking—costs that AA refuses to reimburse.

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    Customer ServicePunctuality & SpeedStaff

    Reviewed June 28, 2025

    Iberia Airlines and American Airlines—You Failed Us. This trip was supposed to be special. It was my son’s birthday. Instead, it turned into a complete nightmare—because of indifference, incompetence, and zero accountability from both Iberia and American Airlines. We booked through American Airlines, paid extra to select seats. Then learned we had to pay again because the international leg was operated by Iberia. Fine. We paid twice to ensure my family—my wife and our two young boys—could sit together on our way to Madrid. But it all unraveled in Texas.

    Our flight from San Antonio to Dallas was delayed two hours. We begged the gate agent to help us—we were terrified we’d miss our connection. She promised we’d be fine. We actually landed in Dallas early. But then we were trapped on the tarmac for nearly an hour while American sorted out another flight’s luggage. By the time we got to a gate, it was a frantic race. We ran—panting, dragging our kids—over a mile across the airport. Made it to the Iberia gate with the plane still there.

    One Iberia employee flatly said, “You’re too late.” Another staff member argued back, “The plane is still here. They can make it.” But the first woman—curly red hair, cold demeanor—refused. She shut the gate. Shut us out. No empathy. No effort. Just a shrug. We were stranded. No help from Iberia. No help from American. Hours on the phone. No accountability. Eventually got rebooked a day later—with no seats and no one willing to help. Had to pay for a hotel. A rental car. Missed birthday memories. And the kicker? No one will even tell us where our luggage is. It’s not just bad customer service—it’s disrespect. It’s broken systems and people who don't care. @Iberia @AmericanAir—you owe us more than silence

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    Customer Service

    Reviewed June 28, 2025

    If I’d give zero starts I would. I have traveled around the world so many times, and by far AA is the worst on scheduling and customer services. Customer service acts like it is customer faults to have delays.

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    Reviewed June 27, 2025

    My job always picks American Airlines but personally I always fly with Delta. Less issues. Today, my flight times and gates kept changing. I want to go home in a timely manner. The same thing happened to me last year and when American Airlines rebooked my flight, they rescheduled it 2 days after my original booking. But get this, they flew my bags back home on the flight that I was supposed to be on! Because of so many delays and cancellations they moved some of those folks onto my flight I was supposed to be on. I had NO clothes to change into after spending all day sweating in DFW. They couldn’t even accommodate and pay for a hotel. Then I asked what happens to my bags and they said as long as if I pick it up in 5 days (or something like that). What kind of shenanigans is this?!

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    Staff

    Reviewed June 27, 2025

    Today is not so unusual for AA...first flight delayed due to equipment failure...delay prevented making next flight...rebooked by agent but no seat assigned, gave directions to next gate..got to next gate told flight moved to other gate - this now is 3 different terminals..got to third gate..delay flight to cool of the plane...move to another gate for a third delay of this same flight...oh yes...there is no plane at new gate!!! Not a word of why this literal run around!!!

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    Customer ServicePriceStaff

    Reviewed June 27, 2025

    I would like to start off by saying that I was not aware this was a budget airline. First off customer service is horrible; from booking to the stewardesses. When booking I was asking for help because our seats for 6 were changed, this was not our fault since we had pre picked our seats already. No help and just tried to upset our tickets, unlike the other airlines which would usually help and set families together. On our flights the flight attendants were rude and kept pulling on people's seats (accidentally), I don't know how you do that more than once especially if this is your job. Then there was no food service on a four hour flight, not even to buy. And the food prices were ridiculous. Then on our last flight we were tired and struggling with the kids, the flight agent decided to make the comments "hurry up you guys are holding up the line". As if that was going to make us go faster.

    This has been a horrible experience and as I said I did not know this was a budget airline to where they try to upsell for everything. AA you do not compare to United, your comparator is Frontier or JetBlue- but at least they're honest about them being a budget airline and their prices upfront. Not only that but they actually have good service.

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    Staff

    Reviewed June 26, 2025

    I took a chance to fly out of PAH which was served by Contour with the remaining flights American Airlines. I cannot say enough positive about Contour and their staff. Completely different about AA. Completely uncaring and inconsiderate staff. Delays after delays and end up being literally routed all the way across the country and an extra night and day in the airport. No offers for discount or upgraded seats even though what would have been a few hours was now 6 plus another leg. I have double knee replacements and they stuck me in the back of a very large capacity plane. I asked to be moved as I am not supposed to be cramped up that long unable to straighten my legs. "Benne" said I could change if I paid for the higher seat. First off the time would have been less and the seat was better before all the changes not my fault. Not sure I will give these another shot.

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    Customer ServiceStaff

    Reviewed June 25, 2025

    Horrible, horrendous customer service; wish I could give 0 stars. Delayed flight in Orlando led to a missed connection in Charlotte. Orlando agents said that we would be offered a hotel voucher and meal voucher and booked on a future flight for the following day. When we arrived in CLT, we were offered a MEASLY $12 meal voucher and told because they have an overnight flight available getting into MSP at 1:00AM. I have young kids at home and my wife cannot pick us up in the middle of the night when we were initially scheduled to arrive at NOON.

    Rude, condescending gate agents made this worse when they didn't tell us that the ridiculous $12 meal voucher had to be used at one time - we made a $6 purchase and the whole voucher was taken, and customer service refused to provide another one or at least one for the remaining $6. How is this company still in business? Absolutely ridiculous. I emailed customer service with the complaint (as no one on the phone or via chat were able to help/answer questions and directed me to the Contact Us page) and received a canned, AI response back with no offer of compensation or reimbursement. It's obvious that American Airlines doesn't care about customers. Outrageous.

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    Customer ServicePrice

    Reviewed June 24, 2025

    My husband and I have been planning our anniversary trip from SAT to FCO for over a year. When we booked our flight everything was wonderful. Then an email about flight change, needless to know that that also meant having to rebook seat, which we didn't know we had to do, so we no longer had window seats but now middle seats. Then again another flight change and now we have a 3 hour layover and when I reached out to AA, to change flight from SA to DFW would have cost me more once again. I am so tired of customer service having to read from a script, a monkey can do the same, maybe even better than what they have now.

    Tried to reach out to AA and let's just say WORTHLESS customer service!!! They want to do a change for price increase for flights from SAT to DFW, which doesn't need any change!!. What a rip off. WE will never fly AA again, my only regret is that we have to fly to and from in Sept of 2025 with AA or only have credit, which only makes it worse, because we'd have to fly with AA. Never again will we fly with the worse airlines, I now see why they have such a VERY LOW rating!!!!

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    Reviewed June 24, 2025

    American Airlines sucks! We went to take off and the brakes got hot. The plane turned around and we sat in the plane for over 2 hours until the mechanic could fix it. I missed my connecting flight and had to book for the next day. When I got to Charlotte they wouldn't give me a hotel voucher because they lied on the form and said it was due to weather. It wasn't the weather it was the breaks! I went to rent a car to drive 4 hours home. No cars!

    All of the reasonable priced hotels were booked. They close the security gates at 11, so I couldn't get back in. I'm a young petite woman and I was by myself. I had to sit in the airport until they opened the gates at 3:30 am. Then I lay on the floor by my gate until 7:30 am. They didn't give a shit at all. I will never fly American Airlines again. What really pisses me off was that they lied on the form saying it was because of weather. Zero stars.

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    Reviewed June 23, 2025

    My daughter is stuck in FLA. Flight delay is causing her to miss 10pm connect flight in Charlotte. American isn’t offering a hotel stay, a refund, a new flight, or even assistance in solving the problem. American is offering nothing, when they caused this issue. Is she supposed to fly to Charlotte and hang out there till morning to purchase new flight home? Crazy! I’d give it 0 stars if I could.

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    American Airlines Company Information

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