American Airlines Reviews 3,100

If I could give zero stars, I would.

American Airlines has refused to take responsibility for not giving me my luggage upon request when we were stranded in Dallas Fort Worth due to the winter storms in 2025. We were stuck there for three days, and I repeatedly asked for my luggage. It turns out they refused to give it to me because they sent it back to my departure location, despite it being against the law to refuse a customer luggage after significant delay. They also never told me this information, despite having the information in front of them the whole time.

They also refused to reimburse me for the $300 worth of ubers I had to pay for, because Uber was not accepting vouchers those days, even though American Airlines said they would.

As a result of this, and being denied my luggage that had things I needed for my health, I became incredibly ill. I was very ill for 6 weeks after this incident.

They offered me $40 as reimbursement.

I will never fly with them again. I’d rather be re-routed and have a lay over in a war torn nation than deal with them again.

Double billed me over US $2,000 and refused to answer calls for months! I used their cruise service and told the agent AT THE TIME that the charge went through twice on my card. He insisted it didn’t. I tried emailing him after it came on the bill but every email bounced back. I contacted their customer service chat but they gave me a bad email address. It went on for months and then when I filed a claim with my bank AA told them that I’d waited too long to file a claim!! This is ridiculous. No infrastructure in place to reach people but it’s MY fault! Ridiculous!!

If you’re considering booking with American Airlines because you want a "premium" experience compared to the budget carriers, don't bother. After my recent experience, I can confidently say that American has successfully combined the high prices of a legacy airline with the dismal customer service and "you’re on your own" attitude of Spirit and Frontier.
For five days, I have been chasing a human response. I’ve requested call-backs to repeatedly, only to be met with a wall of silence. We are a family of five traveling internationally, and when AA cancels a flight, they don't see a "Duty of Care"—they see a nuisance.

The Spirit/Frontier Comparison:
• The Vanishing Act: Much like the budget carriers, once AA has your money ($3,600+ in our case), they disappear. Their "Customer Relations" is a black hole where legitimate legal claims go to die.
• The Class Bait-and-Switch: They expect you to accept "re-accommodations" that strip away the very things you paid for—luggage and assigned seats—offering no solutions to maintain the class of service originally booked.
• The Legal Dodge: They are currently ignoring EU Regulation 261/2004 requirements for a flight out of Copenhagen. Even Spirit usually has the decency to tell you "no" to your face; American prefers to just ghost you for a week while you're trying to plan for your children.

The Bottom Line:
Do not be fooled by the logo or the "Legacy" status. American Airlines is currently a high-priced version of a budget carrier, minus the honesty about their own limitations. If you value being treated like a human being—or even just getting a return phone call—look elsewhere.
They don't deserve the premium they charge if they're going to provide a bargain-bin response

Man, can I give this Airline a 0 stars? They cancelled my flight due to "weather" and refuse to refund me citing my ticket level of Basic Economy does not qualify for refunds. I can understand that if circumstances changed on my end, however I didn't try to cancel my flight or site issues due to weather. AA cancelled. So, I have paid for a flight that never left the ground and they seem morally okay with that. I asked about a rebook originally and no flights were offered along that route for 4 more days, so that option was out. Overall just INCREDIBLE customer service and not in a good way.

Needless to say I denied the charge on my card and I will go out of my way to fly with anyone else to avoid giving them another cent of business. I'm 28 and fly pretty much every week for work.

What a piece of shit airline this place is it was late from when I left to go out to my vacation. It was even more late on the way home from my vacation and I had to be rerouted and take an overnight stay in Phoenix, Arizona. After three minutes of turbulence, the captain announced that the flight attendant would be sitting in their Rumble seats for the whole last hour of the flight because what I believe to be then too lazy to do their job. This will be the first and last time I ever fly American Airlines.

Our first flight to Charlotte on 3/27/26 (#2058) was delayed over 2 hours. Then our original flight to Ohare (#2877) from Orlando was delayed over 2 hours causing us to miss our connecting flight and we had to rebook and fly to Charlotte. I also tried to get priority boarding for our flight home via chat and the person assisting did nothing to help me. Then at the airport in Orlando the desk attendant blatantly ignored us when we tried to ask about our connecting flight that was now only 30 minutes and at the opposite en's of the terminal. Then our flight from Charlotte to Peoria was also delayed due to a failed transponder. Then they said we would be delayed at least another hour. Then they had us unboard, go to another gate, then wait again. I have been an AAdvantage customer since 2016 and have never had such issues with zero help from AA staff. This is beyond ridiculous and they treat their long term customers like cattle. Very disappointed to say the least. I will be canceling all AA related cards, memberships, and never flying AA again. The lack of common courtesy, timeliness, and consideration for their passengers is beyond absurd.

We were forced to cancel our flights to Guatemala due to unforeseen circumstances and accepted travel credit only after being explicitly reassured by American Airlines customer service that the full credit would be valid for one year from the date of cancellation.
This turned out to be completely false.
When we attempted to rebook within the timeframe we were promised, we were told the credit actually expired one year from the original purchase date. Even then, when trying to rebook within that window, we were repeatedly given conflicting information and eventually told we could only use a fraction of the credit.
Each interaction with customer service resulted in a different answer, with no one able to clearly explain the rules or honour what we were originally told. After hours of phone calls and online chats, we were left with no option other than to abandon the credit entirely.
For an airline of this size, the lack of clear policy, accountability, and basic customer care is shocking. Being given false information and then refused a resolution is utterly unacceptable. We are extremely disappointed and would strongly advise others to be very cautious before accepting flight credit from American Airlines.

Missing suitcase for 2 months. Traveled with a 10 year old no hotel or food accommodations for then4 days stuck in Dallas. I’m never going with American Airlines ever again.

American Airlines is by far the worst airline I have ever used. Every flight is riddled with nothing but problems that the airline won't even address. Every flight is either delayed or canceled. The staff does nothing to help you and flying with them is miserable. My wife had multiple cancelled flights and it took over 24 hours to fly from Vermont to Las Vegas. A colleague is stuck in Kentucky because they over booked a flight on Saturday, said they booked him a flight for Sunday and didn't so when he showed up on Sunday, he was told that they don't have a flight for him until Monday at 11pm. Then told him they can't provide any meal vouchers even though its their fault that he is not on a flight. Will never use them again and make sure everyone knows how bad they truly are.

Along with other flight issues, my checked back was badly damaged, along with bags of several other passengers on the DFW to ANC flight Mar26. It took 1.5 hours to get the bags after landing. I was told to submit a bag complaint via email. Did that, and got an email back saying “this isn’t monitored, don’t write us back, contact a travel agent” but I bought the tickets directly through AA

On a flight that was not very full to Oklahoma the flight attendants called each boarding group. When they got to mine they asked for bags to be checked because the overhead bins were full. They were notified that I had a carryon that had medicine in it only. They had me take out the medicine and carry it on with me. When I boarded the flight there were many open overhead bins. They were in fact not anywhere close to full. The attendants literally lied about the available overhead bin space because we were boarding in a later group.

What a joke. When I was trapped in an airport for an additional 9 hours they were so kind to offer me a $12 stipend which was enough for a water and bag of chips. American Airlines and most others are predatory and should be canceled.

After going through a reservation and providing my credit card information, the website presents an error and says I need to re-book. This happens twice.
Later, I realize AA has double-billed me. Apparently they would steal my money if I didn't notice it. However, now it is impossible to login to the website and AA is unable to send me an email, even when I sit with customer support and they try to email me.

Flight AA1302 from Miami to San Francisco (scheduled departure 5:30 PM) ended up leaving around 9:00 PM, resulting in a 3.5-hour delay. What made this particularly frustrating is that this was not a single isolated issue, it was a cascade of delays and operational failures.

We were told the delay involved maintenance on the aircraft, followed by VIP-related air traffic restrictions at Miami, and additional ground and runway-related delays upon arrival in San Francisco. The result was a chain reaction of issues that significantly extended travel time with very little clarity or proactive communication to passengers.

Despite this being a cross-country flight (approximately 6 hours) and massively delayed, no meal service was provided. For a delay of this length, some form of accommodation or support should be expected.

We ultimately arrived in San Francisco around 12:30 AM. This timing eliminated public transit options such as BART, forcing us to rely on expensive late-night ride-sharing to get home. This added a direct, out-of-pocket cost as a result of the delay.

Delays can happen, but this experience highlights a broader issue: when multiple failures stack together, there needs to be better communication, coordination, and passenger support. In this case, there was a clear breakdown across several areas, and the burden was left entirely on passengers to absorb.

Rude staff, they prioritize taking care of themselves over the customer every way they can. I got singled out for no reason. My bag has been in overhead compartments in planes with a 2-1 style seating much smaller than this 3/2 style. Don’t screw over your customers AA

Terrible airline. Cancelled and delayed flight with no compensation or repercussion for the issues they create.

Horrible airline experience. Extremely delayed flights, no communication, no customer service, no flight credits, no refunds. I’ll never use American Airlines again.

I am an American frequent flyer due to work, typically as an an annual achievement of Platinum/ Pro and very disappointed constantly with the horrible service and poor management, delayed flights, no access to gate, etc.

I would give it 0 stars if I could.
The worst airline I have ever flown with -
I was delayed a total of 38 hours, rescheduled 8 times, 1 cancelled flight flying from Brisbane (australia) to San Diego (US), it wasn't even a 2 hour domestic flight, but a whole chain of events.
The customer service team is so bad I wasn't even sure they were human as they were not responsive at all.
The airline just sends you emails giving you new flight details without any explanation. it was very frustrating and stressful.

American Airlines left a friend and popular content creator stranded for 8 days longer than her trip was supposed to be. They kept delaying at the last minute the rescheduling first like 3 days later then after the extra 3 days they delayed an other 5 days with of course no concessions toward extra hotel stays or rental cars.