2.3/10

    From 613 passenger reviews

    Jason

    from - November 6, 2018

    Flew Economy Class

    Overall Score

    9/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      Yes

    Service matches price.

    Amber

    from - October 14, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    This was the worst travel experience I’ve ever had. I missed my connection in Philadelphia due to a maintenance issue on the plane. I landed at 8:52pm and was told by customer service in Philadelphia the next flight out was not until the next morning at almost 9:00am. I was looking at a 12 hour layover so obviously I wanted to stay in a hotel. I was told I would have to pay out of pocket by customer service. I had to argue for a while that it wasn’t my fault the connection was missed and that I shouldn’t have to pay out of pocket for the hotel. After the customer service agent agreed to give me a free hotel stay she said all of the vouchers were already given out. She then told me I could purchase my own and I would be reimbursed. There is a hotel attached to the Philadelphia airport and their cheapest room was $313. After taxes and fees it came out to $364. Since I was told I was getting a reimbursement I didn’t think it mattered how much I paid. At that point I purchased my own hotel and the next day e-mailed American Airlines for my reimbursement. An agent e-mailed me the next day telling me I would not be getting a refund. After arguing my case over e-mail and the phone I was then told I would be getting $120 back. I have been trying for days to get the rest of the reimbursement but have been told multiple times the maximum reimbursement for hotel stays are $120. It doesn’t seem to matter that I was told I would be getting a full reimbursement. The fact that they are willing to lose business over $244 is so crazy to me. This is the worst customer service I have experienced and I will not be giving them my business or recommending them to anyone anymore.

    Caleb

    from - September 20, 2018

    Flew Premium Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    Leg room was super tight. Flight attendant only came by once. All food cost extra. Not a pleasant experience at all.

    mary

    from - September 13, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    My Italian friend purchased tichets last week to come to the U.S. from Rome to see a friend who had just been diagnosed with cancer. The friend died unexpectedly on Saturday. My Italian friend decided to come any way because her ticket could not be changed; however, we asked AA to allow her to break her trip at JFK where she was landing on Tuesday so she could attend the funeral which was planned for Wed. afternoon. With all heart and understanding, AA told her they would charge her $1000 to change her ticket. If she decided to just stay in NY and pay for a one-way flight to Cleveland the next day, AA would then cancel her entire ticket.

    Diana

    from - September 12, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    I had two delayed flights and three flight changes. I spent all day in airports and I paid extra for my tickets to receive better flight times. I certainly did not get my money’s worth there. Every American representative at the airport, on the phone and via email blew me off. Worst customer service ever. I will drive before I ever use American Airlines again.

    View all Reviews

    SHARE