American Airlines Reviews 3,100

On the 1st April 2026 I traveled with American Airlines to Kingston via Boston and Miami. I was and still is subjected to one of the worst ordeal with American Airlines I would not wish on anyone. The transatlantic flight with AA was both ways, was traumatic to say the least. Firstly, itinerary does not provide any connection information so be prepared to be left on your own.
Secondly, From LHR T3 to Boston which was over 7hrs flight there were no inflight entertainment and I was told this issue was know to the crew before loading however, no effort was made to rectify before boarding so it was a matter of load, apologise and damn the passengers. Passengers were told WiFi is available however, it too was not working! Passengers were offered as much alcohol and snacks as compensation. Economy food was badly prepared I only managed to have the water and a ginger ale. Arriving at Boston my itinerary did not provide clear information that I needed to leave the airport and get on a bus to the connecting terminal to Miami. I request to clear my luggage and recheck for my final destination the following morning. However my request was ignored which caused me to wait nearly 3hrs for my baggage to be retrieved.

Return flight on the 15th April went well until my baggage arrived at LHR broken and busted. When I asked how to report the damages I was told to complete an incident form via AA.com. Upon reaching home I tried to access this form that does not exist. I contacted Aa customer services via phone only to be told I should not have left the airport without making a complaint, no AA staff could have given me such advise and there is nothing that can be done. When I asked to speak to a senior person my request was denied and they ended the call. I called back and was advised to return to the airport without making the damage cases. Over 2hrs drive and paying £20 for parking I was only allowed to speak to a AA rep via phone in T3 who told me no one would tell me to return to the airport and there is nothing. Calls keep ending and after the 3rd call I was asked for my email address so AA could send me a ‘submit report’ form. Surprise surprise the form cannot be submitted without the incident report 13 digit number AA refused to provide. When I query how this would be rectified I was once again told by an AA representative to go back again to the airport to get the report done. Talk about customer abuse! Oh, I forgot to mention I received £36.96 compensation for all the above issues excluding my damaged luggage.

Very big delays, poor customer service. My flight was delayed for 18h, help and information from AA was minimum. Also, being my ticket from the latest groups available to board, I was forced to check in a cabin case, which landed broken. When claiming, they force you to go through so many steps and ask for so many information (i.e.: receipt from when the suitcase was bought) that you end up giving up. Worst airline I have traveled with.

I recently had a very disappointing experience with American Airlines regarding a baggage issue.

My luggage was mislabeled by the airline and delayed for 13 days (Feb 19–March 3, 2026). During that time, my daughter and I were left without essential belongings during an important trip to visit a university where she received a full scholarship.

I incurred over $2,500 in expenses and losses, supported by receipts and documentation. When the bag was finally returned, items were missing. The airline reimbursed only $751.24 and refused to consider the full extent of the receipts or missing items.

I went through their claims process and even filed a complaint with the Department of Transportation, but the airline continued to rely strictly on policy without addressing the full impact of the situation.

This experience was extremely stressful and disappointing, and the resolution did not reflect the level of disruption caused.

Outrageous hold times , on hold they hang up on you out of blue , promise call back they never do, delays where u miss connections , I could go on

the ticket agent at COS - first class - NO other customers were there to cause confusion or rush-- choice to create a bag tag for our suitcase under the wrong name and wrong destination state.(Should have been sent on our flight to ORD) She sent it to N.C. Four days later, we still do not have our suitcase. (the "think its now in DFW) My husbands cpap machine is in that suitcase. this is a health issue now. AA doesnt clearly care.

Waited all damn day after flight was canceled couldn't get on another one so I've been here 9 hours unacceptable

Substantial flight delays due to maintenance issues. Two delays on the same booking. One resulted in.missing my connecting flight and a overnight stay. Next morning another delay for maintenance on a different plane. Avoid American Airlines if possible.

Trip to Spain and back, around 8 hours seated without the possibility to move your arms or legs to avoid bother your neighbor
A real torture

American Airlines from Chicago to Wichita Kansas is always 100% delayed. Not weather related but perpetual never on time. Which is super tough and unreliable customer services. Especially after traveling all the way from Kenya through London. And the last leg of the journey when super exhausted the flight is delayed up to 6 hours sometimes, it doesn'tmake sense. Its shameful! Am sure American could do better if they tried. Unless the Wichita ks population dont deserve better.

Rude customer service and flight crew.
I will fly through another airline.

Our connection flight times were changed CLT to MCO allowing 17 of our party from two hours less than one hour.
I contacted the London office and spoke to Faith regarding my concern of a short connection time.
Faith was patient, professional and at all times helpful. It took almost an hour but Faith changed us to a better flight time ,ensured we all were seated together and was a credit to the American Airline brand.

Very inconsistent reliability. My experience has been more delayed flights than on time. Frequent last minute gate changes. Poor communication. Very frustrating from a 100 year old carrier. One would think they could figure it out over 100 years. Would choose other options every time if possible.

Purchased a flight with them through Expedia. Baggage clearly included on my ticket… they made me pay for it anyway. Agents lack customer service experience and show little respect.

We paid extra for leg room and seats ONLY in the main upgrade area of cabin.
2 days before our flight we were moved - my husband in a totally different row than me - AND in the smallest area of plane!! Your flight staff is useless. You over booked also and that made things very difficult!

THE MOST HORRIBLE, HORRIBLE flight experience I have ever had. Every step was a struggle.
March 4, 2026. I signed up for the AAdvantage credit card offer to get the benefits advertised.
She booked the two tickets I purchased for me and my spouse. Plus our tickets were under TWO DIFFERENT CONFIRMATION NUMBERS.

I noticed 2 days before the trip that we weren't getting emails with both our names. I called again to make sure, and found out that we were not booked together. The agent not only gave us different confirmation numbers but when also created a new AAdvantage number for me. So were we not just not seated together, but we didn't have the free checked bags applied to both tickets.
The associate transferred me to get the 2 accounts combined and she said she added a note to my account to make sure we received the free bag. Accounts were combined.
March 31: Still couldn't check in online because our names did not show up together.
April 1 when we arrived to check in, we had to ask for seats to be changed. And the 2 free bags were not available. She had to call someone to get a bypass for the free bags. We then got on the plane and I was told that I was in the wrong seat. THEY STILL DIDN'T SEAT US TOGETHER.
We were left to do this at the airport for the next 3 flights. We could not check in online because our names never got put together. At CHA, it took 2 agents and 20 minutes to check in, Pls never again.

Plus we missed our first connection on the way there because the plane was late. Ended up waiting at ORD for over 4 hours.

And then, on the trip back the 2nd plane was late so we ended up getting home after midnight instead of 10 PM.

And the response from AA was, "Rest assured, we'll make your input available to our leadership team to explore opportunities for improvement."

DON'T BELIEVE THEM FOR A SECOND! THEY LIED TO ME OVER AND OVER. WHY WOULD I BELIEVE THEM NOW?

Within the problem that we had when our flight was delayed 24 hours due to technical reasons with the plane that was supposed to take us, it was very simple and quick to claim the refund of the amount of the flights and compensation, not like what happens with Spanish airlines. The management by email was super efficient.

Am Gold status member for 15 years. For the first time, am being gouged. First of all, regarding Covid, if one has Covid, American Airlines would substantially increase my ticket price to accommodate health. Flying RT from Paris to Chicago, my original ticket was $1700, a new fare "from scratch"would be $1798, yet, would charge $748 for a date change on my current ticket. And a one-way ticket from ORD to CDG would be $2300. And this was speaking to a supervisor. Oh, and by the way, for some reason, for the first time I was not given the automated response to give a review of my experience!

I have to start by saying the flight attendant on our flight out were fantastic, the staff at Memphis airport were rude, the first class lounge at Charlotte airport is embarrassing, shocking food, bus stations standard toilets some of the staff were embarrassed where some others found it funny that this was the best standard that they could offer.
This is on par with Ryanair.

American Airlines is the Worst. I Flew from Sacramento Airport to St.Louis Airport. My Departure was a Hr and a half delayed. Layover in Chicago was to leave at 10:30 am was Delayed till 12:30pm, then Delayed again till 4:30 pm. I arrived at 7:30 am in Chicago. They Delayed again till 7:56 pm. I was stuck in the airport over 12 hrs. Finally got to leave at 8:30 pm on a different flight. The Gate Departure in that time changed 8 different times. They then told me all they could do was a 50 dollar credit. That's a insult for all the problems was theirs. I will never fly American Airlines again. United Airlines stepped up and have a new Customer

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