American Airlines Reviews 3,101

Although AA offers very reasonable pricing but it comes with a cost . They are short staffed at every corner and in every position. Cost cutting is causing major delays and safety issues . Save your self a headache and pay a little more and fly with better airline

Flights I was to return home on from PUJ on 1/26/26 were cancelled due to snowstorm...I recieved a message I would recieve a refund and not to worry it owuld be processed automatically. I have reached out to AA numerous times and was told a refund was issued on 2/6-can't tell me the amount or what the last 4 digits of the card the refund went to...I am extremely frustrated as I had to shell out $1400 to get myself home and would like to be reimbursed for my first class ticket that I was told would be refunded.

Terrible!
Dont travel with this very bad airline. They really dont care! The flight was bad from start to finish, food was awful and cheap drinks served out of a carton. Films and entertainment poor. Cabins were old and worn, staff were not interested and not attention given. I was overcharged with the initial cost of my flight, and have been trying to get a refund to no avail. Im getting fobbed off by AA Customer Services as if I am a meaningless nothing. I paid £400 more than I should have. NEVER again. My advise. Fly with a other airline.

Your team member spent more time telling me my ticket choice was inadequate and basically too cheap to give help that they failed to understand I just needed help booking and I’d be paying for a new flight. I don’t care that I chose basic economy I paid $415 for the ticket and should be treated with courtesy, empathy, and understanding for choosing a premium airline regardless of my ticket class. I’m stranded due to public transportation issues outside of my control and the highlight of my day could have been a kind helping hand from you all. Horrible experience.

Horrible service. Chatbot does not allow contact with customer service. Our flight to london was cancelled and they booked us to a completely different country in europe without any seats etc. Booked on american website and tickets were british airways: who cancelled the flight but needed us to go back to american to refund etc (they are partners). I Booked myself on american site in a few hours and easy to do, plenty of seats available; so why did they not do it? Incompetence..and poor customer service

I have flown with American Airlines multiple times, and every single flight has been delayed. My most recent experience was the worst by far. My first flight was delayed twice, causing me to miss my connection and leaving me stranded overnight at the airport.
What made this even more frustrating was the complete lack of support. I was not provided a hotel, a meal voucher, or any meaningful assistance. I was left to figure everything out on my own after their delays disrupted my entire trip.
At this point, it feels like delays are the norm, not the exception. Reliability and customer care are clearly not a priority. After this experience, I will not be flying with American Airlines again and would not recommend them to anyone who values their time or basic customer service.

Our flight out was a connector and we had no problems. Friendly staff, easy on time flight. On the way back we were delayed and worried we would miss our connector. Tracy at the Bahamas airport took such good care of us! She got us on an earlier direct flight and made sure we did not wait in long lines at security! Top notch white glove service I will never forget. I always try to only fly American and these reinforced they are the best!

American must be the worst long haul airline that you can have the misfortune of flying on. Sadly both times we have accidents flown with them as the coach share with British Airways. So American Airlines is essentially a very budget version of BA and BA isn’t good these days. The service is poor sometimes rude. The food is almost unfit for human consumption. They give you conflicting information and generally the only nice thing is getting off the plane at the other end. Please please please fly with someone else if you want a good experience. Virgin knock the socks off them as does Delta.

Extremely disappointing experience with American Airlines — both in terms of service and accountability.

On arrival in Guatemala City after a 19-hour journey, my suitcase was severely damaged. I reported it immediately and was sent to an American Airlines desk — where no one ever showed up. I waited for 30 minutes, exhausted, with no assistance. Later, when I tried again, I was told it was “too late” due to a 7-day rule. I have since sent two emails to different contacts and received absolutely no response. It honestly feels like complaints are simply ignored until customers give up.

The return journey was just as frustrating. I had a tight 1.5-hour connection in Dallas, which became even more stressful when the flight was delayed by 30 minutes. I politely asked the cabin crew for help, explaining that I had a connecting international flight with the same airline and that I might miss it.

The response? A polite but completely dismissive “we can’t help you.” No effort, no flexibility, no attempt to assist — just “wait like everyone else.”

In the end, I only made my flight thanks to other passengers who let me move ahead in the immigration line, and by running through the airport. I boarded as the last passenger. Without their help — not American Airlines — I would have missed my connection.

This is not just bad service — it’s a clear lack of responsibility toward passengers. When things go wrong, American Airlines does not step up. They hide behind policies, ignore complaints, and leave customers to deal with the consequences alone.

I expected far better from a major international airline.

AVOID AMERICAN AIRLINES ABOVE ALL OTHERS!!!
Flight:AA0492 Chicago to Cancun. Just for reference I have been on several domestic and international flights over my lifetime with multiple airlines. From very questionable to extremely trustworthy. THIS TOPS IT ALL. Taxied out to the runway to sit for 15 minutes until we hear “maintenance issue” so we return to the gate. Sit in the plane for another TWO HOURS. THEN just shy of the time limit on their refund policy they decide to be SO KIND as to offer getting off, making any refund null. ANOTHER HOUR IN OHAIRE. Reboard to hear “Ope we need to look for new pilots now, 15/20 minutes”, 30 minutes later “Hey folks just 15/20 min we should be heading off”. 30 MORE MINUTES, “okay folks documents are all caught up but ah shoot now we need to refuel.” ANOTHER 40 MINUTES. You would think by the end of the constant spewing of sheer unadulterated lies pouring from the mouth of the flight staff this would be the end, and yet click goes the intercom. “Looks like we need to empty the waste water folks, just a bit longer.” FIVE HOURS FROM THE TIME THE DOORS CLOSED ORIGINALLY, the plane finally planes. Through all of this American Airline likely compensated about 10% of those that decided to rebook in the morning, for the rest of the 90% we get to go on our merry way. I pray that even my worst enemy never falls upon the absolute train wreck this airline has become. Negative communicating, abhorrent response to issues, and very convenient process of avoiding refunds. AVOID AT ALL COST.

Horrible experience during our honeymoon and customer service was very poor. Would rather walk than fly with AA again

American Airlines charged me $240 for 1 bag. The same bag returning was the normal $40. No where on their website is any fee 6 times the normal cost. When checking in at Harrisburg, the self service terminal only had one option, there wasn't a selection choice, just that all bags for that flight were $240. I stopped process, went to counter and person said it was showing like that for everyone, check in then you can request a refund. Fast forward almost a month later and they tell me many changing things: no refunds for baggage, that my ticket for baggage has disappeared, my bag was oversized (interesting a whole flight could fit oversized bags), and customer support ends the chats when I push back on their false statements. $240 is a one way flight, almost round trip to some places. Insane amount and clearly deliberate way of corporate grabbing extra money as the expense of customers. Never fly them - I have years ago and flight attendants rude, planes dirty. Things have improved in those regards but delays are the same. Stay away, what you think you might save isn't worth it!

Flying out to SD. Which already has limited flight options. After I finished checking my bag in I get the notification that my flight is delayed. They announced the reason was their staff needed sleep. Well I have had very little sleep and was still able to arrive on time. Ok, this is a lie as I have actually had no sleep.

With that being said I had to book another connection and was lucky they had options available with another airline. Then, we finally board only to hang out on the runway for about 15-20 minutes. Now I'm worried about locating my bag to drop it off to make my next flight. As I have to leave the terminal to get my bag and then go through security before I can catch my flight. This seems to be a regular occurrence with American Airlines. Delays.

Make your own decision but I recommend this airline being your last resort.

Worst of the worst. Avoid at all costs.

I am an AAdvantage Gold member with nearly 500,000 miles and years of loyalty to American Airlines. I am writing this review because AA’s own complaint form caps feedback at 1,500 characters — and their customer.relations email address bounces you right back to that same form. So here we are.
My return trip from Bogotá to Boston on April 4, 2026 was one of the most exhausting travel experiences I have had — not because of one catastrophic failure, but because of a relentless accumulation of failures across two consecutive legs on Easter Saturday.
AA 926 | BOG → MIA
Boarding took 55 minutes. Elite status and premium cabin access were meaningless — no priority, no organization, no communication during a long wait on the jet bridge. Once aboard, my carry-on had been moved 3 to 5 rows behind my seat without my knowledge because an overhead bin “couldn’t close.” On a commercial aircraft built to carry tons of weight. Meanwhile, I watched a pilot traveling as a passenger board with four carry-on bags tied together. The same passengers being told their bags don’t fit watched a crew member walk past with four. That is a culture problem.
AA 1054 | MIA → BOS
At 7:08 PM, AA’s own app informed me: “our maintenance team ensures your plane is ready for takeoff.” A maintenance failure. At Miami — one of AA’s largest hubs. On Easter Saturday.
What followed, documented by AA’s own push notifications:
∙ 6:52 PM — Gate D17
∙ 7:14 PM — Gate D28
∙ 9:24 PM — Gate D4
∙ 9:38 PM — Gate D44
∙ 10:21 PM — Finally boarding
Four gate changes. Two aircraft swaps — first a plane from New York, then replaced again by one from Chicago. No coherent communication. No visible AA presence managing the chaos.
I was in First Class on this leg. The meal service was tortilla chips. Wi-Fi was unavailable for the entire flight. The crew’s singular priority appeared to be turning the lights off as quickly as possible.
On loyalty:
I was recently downgraded from Platinum to Gold. AA’s response was an offer to buy Platinum status back for approximately $1,100. Deliver a substandard product, strip the status, then sell it back. That is the loyalty equation AA is offering its frequent travelers.
I chose American for this itinerary when alternatives existed — including a direct Bogotá–Boston routing. AA connects me to my family in Colombia with a frequency no other carrier matches, and that is the only reason I keep coming back. But loyalty has a price. So does market cap.
AAL: ~$8B. UAL: ~$25B. DAL: ~$28B.
The market already knows what frequent travelers are starting to figure out.

Avoid at all costs. This is one example: Flight scheduled to leave Friday at 2:16pm. Delayed indefinitely because of maintenance issues. Rebooked to 5am on Saturday. We arrived at 3:30am. No staff. They don’t start until 4am knowing they have a 5am flight. Crew shows and it’s a cluster with everyone rushing to get checked in. After check in, the agent asked me to come around the counter and load my own bags on the conveyor. I can’t make this up. Now we wait in the long TSA line just to get to the front and receive CANCELLED for our flight. Returned to ticket desk. Rebooked through CLT. Although I bought 3 first class tickets, the plane doesn’t have first class seats. First leg of the flight left at 7am. A dang near endless sales pitch to sign of for their credit card. Tasteless! Six hour layover in CLT. Arrive at the gate and what? Another flight delayed indefinitely because of maintenance issues. Bottom line is Easter plans are ruined. I’d more more comfortable and several thousand dollars richer had I stayed home. Unfortunately this has been typical of my experience with AA. I’m done.

Delays delays delays. And, always a different excuse. Waiting on the crew. What?! You don't show up for work on time? Maintenance issues. Need to add fuel. What?! May need a new pilot. Omg. On and on. Horrible organization.

Delay after delay. It’s after the supposed departure time with no plane and then they change the time. 5 hour delay. Change the time of departure earlier

I am writing to formally express my deep disappointment and frustration regarding a recent refund request for a non-refundable ticket

In late February, I purchased tickets to the UK for travel in May. On March 16th, our lives changed overnight when my husband was diagnosed with cancer following an emergency room visit. As he is the primary financial provider for our household and currently unable to work, our focus has entirely shifted to his treatment and care.
When I submitted my refund request with American Airlines, I provided a legitimate doctor’s note confirming his serious illness. I chose the "Serious Illness" category provided on your own website. However, I was told my request did not meet "exception requirements" and that only travel credit would be issued(which I need to be used within a year by the date of purchase of the flight ticket). My travel agent, Capital One, had checked with American Airlines, and informed me that they only accept “death” as a valid exception.

I find this response deeply troubling for the following reasons:
1)Contradictory Policies: If American Airlines only considers "death" as a valid reason for a refund, why are options like "Serious Illness" listed on your official refund request portal? Offering these options gives customers a false sense of hope that the airline operates with compassion during a family emergency.

2)Comparison of Industry Standards: Upon receiving the same documentation and story, United Airlines responded with genuine sympathy and granted a full refund. They recognized that no one chooses to cancel a long-awaited family trip unless faced with a true crisis.

3)Lack of Empathy: A cancer diagnosis is an emergency. It is a life-altering event that impacts a family’s financial and emotional stability. Being told that this does not qualify as an "exception" feels dismissive of the hardship my family is currently enduring.

I am writing this to highlight a significant gap between American Airlines' stated "options" for customers and their actual practices. Based on this experience, it is clear which airlines truly value their customers during their most difficult moments. I intend to share this experience to ensure others are aware of how American Airlines handles genuine family emergencies before we choose to book with them.

I can confidently say I’ve never had a good experience with American and today was the final straw. Poor communication from staff left passengers confused. I vow to never fly American again