
American Airlines
American Airlines Overview
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
American Airlines has 1.7 star rating based on 1026 customer reviews. Consumers are mostly dissatisfied.
31% of users would likely recommend American Airlines to a friend or colleague.
- Rating Distribution
Pros: No pros, Finally getting home, Worse customer service at any level.
Cons: Customer service, Poor customer service, Delay after delay.
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
American Airlines has 1.7 star rating based on 1026 customer reviews. Consumers are mostly dissatisfied.
31% of users would likely recommend American Airlines to a friend or colleague.
- Rating Distribution
Pros: No pros, Finally getting home, Worse customer service at any level.
Cons: Customer service, Poor customer service, Delay after delay.54% of users think that American Airlines should improve its Customer Service.
50% of users say that they won't use American Airlines in the future for similar services or products.Recent recommendations regarding this business are as follows: "Avoid", "Avoid if possible", "Avoid in Charlotte. Connect elsewhere.", "Always report. Record calls. get names", "Don't pay for a ticket Fri this airlines they lie and they suck".
Most users ask American Airlines for the refund as a solution to their issues.
Consumers are not pleased with Customer service and Exchange, Refund and Cancellation Policy. The price level of this organization is high according to consumer reviews.
Media from reviews












































This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerResolved: Customer Service Woes - Repeated Dropped Calls

Company fixed the issue and I have been provided with full refund. Miles were reinstated and fees reversed.
I called again today (12/3/24) and spoke with Derek and subsequently Giselle.I was able to provide some reference numbers which gave Derek and Giselle a head start at the details, but I did have to fill in some details for them. My impression is that they handle so many of these, and that their data capture system is woefully inadequate.The good news .
. .Today the call was not dropped.Giselle ultimately was able to reinstate the miles for me, and reimburse the tax and fees assessment.This has now been satisfactorily resolved.Getting to this point was awful, however.
After calling 4 or 5 times, each call except the last one being dropped, AA has yet to acknowledge my request. I went to a site to "check the status", using the case number an agent provided.
The site reported that they did not have record of my case. AA has one last chance to contact me for resolution. I am finished pushing this rope.
My next call to American Airlines will be to close our accounts. I will never use this company again.
Time spent on my end trying to resolve so far: 4 hours
This, along with the need to de-ice, caused us to miss our connection in Dallas.
We worked through most of the day to get another flight, but were unsuccessful. Because it was a quick trip we decided to cancel our trip and return to Denver. The first flight opportunity was the next day. AA did not offer to put us on another airline, even though I asked.
AA admitted they were at fault and put us up in a hotel for the night and gave us meal vouchers.
I have called several times asking that my purchase (airline miles) be reimbursed. Each time the agent takes my information and puts me on hold. Each time, after several minutes the call drops. On no occasion has the agent attempted to reconnect with me.
At the moment I am on my fifth time to call, each time starting over, and speaking with Kelly.
Kelly appears sympathetic. She is gathering information and says she will have to speak with her supervisor to get the miles credited back. She promises she will call me back if the call is dropped.
Kelly took my information, and provided reference information that I can use for subsequent discussions. She said she would send a link through which I could request the re-instatement of my airline miles.
She then referred me along to another department and I continued my conversation with Lise.
Long story short, Lise took my information and submitted it to the appropriate department for their consideration. Hopefully Lise's submittal will work and I will get my reimbursement.
Or, hopefully the link will work and I will submit this same information for consideration.
Bottom line, this should be a very reasonable, straightforward request and adjudication process. It is not that.
- Many good people working within the system doing their best
- Even with good people resolution has fallen short
Preferred solution: I would like the airline miles for my trip to be reimbursed and for AA to also provide a consideration for our ruined weekend.
User's recommendation: Well, if you interact with AA customer service, be sure to get the agent's name, try to get a case number, and plan to spend a good deal of time getting your issue resolved. And be sure to pack your patience.
Obtain my bag
You cancelled my flight then locked me out of the airport. I need my bag delivered to my original airport location
User's recommendation: Avoid
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerInformational purposes
I would like to share my experience on American Airlines Flight 2161 on February 21, 2025, to Cartagena, seat number 15B. After boarding my flight and settling in my assigned seat, I noticed that the seat didn't feel right.
I was sitting much lower than usual, so I decided to lift the seat cushion and discovered the seat was defective. The straps that support the cushion were not attached, causing the seat cushion to sit on the metal frame which was very uncomfortable. I asked the flight attendant if there were any available seats to change to, but she said no as it was a full flight. During my flight, I had to constantly shift my position because it was very uncomfortable.
I then asked the flight attendant if she had a pillow or blankets to alleviate the discomfort, and she said no. This was the worst flying experience of my life. I have a bulging disc and a herniated disc, and I see a chiropractor when needed. This was a safety concern because if the plane hit any turbulence, my spine and back may have been damaged due to the seat cushion sitting on the metal frame.
The flight attendant did take pictures with her company phone and said she was going to report the damaged seat.
I look forward to your response to confirm that this seat has been repaired, so no one has to endure the discomfort I experienced during the 3-hour flight. I feel I should not have to pay for this flight and I am requesting a refund for my discomfort and the safety concerns that could have been much worse if the plane had experienced turbulence.
Preferred solution: Full refund

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Verified ReviewerResolved: United Airlines Booking(+1 (877)→536→0731): Your Ultimate Guide
Company fixed the issue and I have been provided with settlement agreement.
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Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer24-Hour Delay: No Accountability — Just Discrimination Against Women & POC
American Airlines delayed my flight by 24 hours, causing significant disruption to my life. Flight AA 1064 on November 17, 2024, was labelled as a controllable delay, yet the airline failed to comply with DOT regulations requiring meal, lodging, and transportation vouchers.
Instead, they offered 7,500 AAdvantage miles, an insultingly low amount that wouldnt even cover a one-way ticket. To make matters worse, those miles were never credited to my account, rendering their offer completely meaningless.
The 24-hour delay forced me to reschedule a critical doctors appointment for an ongoing medical issue. Originally scheduled for November 18, I had to push it back to February 2025over three months laterbecause that was the earliest available slot. This appointment is necessary to refill my medication, meaning I have been without essential medication since November.
This delay has directly impacted my health and well-being, yet American Airlines refuses to take responsibility.
When I raised these concerns, their responses were dismissive and robotic, ignoring key issues like a separate delayed flight (AA 1432 on November 13). Despite my repeated requests for transparency and fair compensation, theyve refused to explain how their inadequate offer was calculated.
Whats even more troubling is the strong sense of bias in how my case was handled. As a multiracial woman, I feel overlooked and undervalued. American Airlines actionsor lack thereofsuggest they dont treat all customers equally.
Their boilerplate responses and refusal to acknowledge the full extent of their failures only reinforce this feeling.
What I want: 1.Immediate crediting of 30,000 AAdvantage miles to my account to mitigate the out-of-pocket expenses I incurred during the delay, including a cancelled doctors appointment, lodging, meals, and transportation.
A proper review of my complaints about both flights (AA 1064 and AA 1432) and additional compensation for the stress and harm caused.
Transparency about how they calculate compensation.
American Airlines disregard for its customers rights and well-being is appalling. If youre a woman or person of color, be cautious when flying with themthey clearly dont value or respect all passengers equally.
- Can contact via twitter
- Extensive domestic routes
- Frequent delays & compensation
- Customer service is nonexistent
- Discrimination against women & poc
Preferred solution: Immediate crediting of 30,000 AAdvantage miles to my account. A proper review of my complaints about both flights (AA 1064 and AA 1432) and additional compensation for the stress and harm caused. Transparency about how they calculate compensation.
User's recommendation: Document everything, file complaints with the DOT, and don’t let their dismissive responses discourage you. Use other airlines that treat their passengers with dignity and fairness.
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Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerAmerican Airlines lies to customers: first by offering them a refund of their tickets and then denying the same, after clients have provided themselves with other solutions (and lost additional money)
American Airlines lying to customer and stealing money from them
American Airlines is lying to customer: first by offering them a refund of their tickets and then denying the same, after clients have provided themselves with other solutions (and lost additional money)
These frauds and lies must be addressed in the company and the appropriate financial compensation and apologies must be offered
Here are the facts in chronological order.
21st June 2024:
I buy a ticket Miami -Austin for the price of 98.48US$. for October 28th
30th June 2024:
American Airlines changes dramatically the AA2137 departure and arrivals times.Given the dramatic change, this flight becomes useless to my business purposes.
18th September 18th:
I call the customer service to change the date completely.
The advisor understands the big trouble American Airlines has caused to me and promises me to refund the flight. In order to refund it, she needs to cancel the flight.
I accept HER offer, under the only condition of getting the full refund she promises.
She confirms.
When I hang up, I receive 2 confirmation Emails, as evidence of the agreement on the phone.
After days of silence (and refund still missing) I contact again AA to understand the status of my refund.
30 September 2024:
Penny Jones writes to me saying that they are not going to refund my flight.
She is unaware and unwilling to learn about the FAKE Promises made by her own SCAM company, and pretentiously closes the case in favour of AA
I only accepted the offer of the advisor. Effectively I was counting on those 99US$ to buy a new ticket which now cost me 155US$ (complete additional financial burden caused by AA moving dramatically the original flight!!)
Summary:
The Basic economy booking rules was bypassed by AA on September 18th AND confirmed in writing in the Emails (attached)American Airlines needs to be reported for lies and fraud operated by their system and customer service
I expect
1) An immediate refund of the money I paid for this flight (98.58US$)
2) A reimbursement of the time I worked on this case FOR the AA Against my will ( 200US$ corresponding to 3 hours of work for phone and Email writing)
3) As a gesture of goodwill I am not requesting the difference of the new flight which cost me 155US$
4) A formal letter of apology by the company
- Frau
- Operational inefficiency
- Time wasters
Preferred solution: Full refund
User's recommendation: Stay away for this bunch of LIARS
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Verified Reviewer |Little customer service
Customer service was very limited, services closed after hours despite the need, due to delayed flights. Gate agents annoyed and indifferent to concerns.
Little or no recognition of delay frustration. Little or no meals/ food supplied on flights due to delays
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Verified Reviewer |Poor customer service and maintenance
After a long delay in Arizona because of a maintenance issue we missed our connecting flight in Charlotte NC. We were in first class to Charlotte and were supposed to be in first class to FLA our final destination.
Extremely disappointed as the customer service counter was horribly understaffed. After a lengthy delay we managed to get another flight in time for our cruise ship departure, but of course we lost first class. Then even though my wife and I were seated next to each other we were placed into two different boarding groups.
Not considering American again for a while. Even the gate agent was not being helpful when finally boarding.
User's recommendation: Avoid if possible
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Verified ReviewerAbsolutely horrible customer service in Charlotte NC
Don't care about customers who missed connecting flights because of their own issue with their plane. After waiting for a very long time originally at the gate in Arizona we missed our flight to our cruise ship in FLA.
We finally got service, but not in a hurry. No longer considering American. It wasn't the employee working the customer service counter, it was the lack of caring employees that was the issue. The company doesn't care enough about customers to staff the counter.
Very unprofessional.
Was extremely disappointed. I thought American was better, but I was wrong.
- Understaffed customer service
User's recommendation: Avoid in Charlotte. Connect elsewhere.
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Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer6 times flight delay between 2 days and nobody cares

I clearly asked to get the money that I paid to purchase another ticket with another airline, which is 1000 and I never got it.
Flight 2077 from Atlanta to DFW on Tuesday May 28th 2024 at 6.00 am got delayed 6 times, we understand that there was a storm in the morning hours at DFW, but if AA cares and take responsibility, they were supposed and according to the FAA Regulations compensate any passenger who's flight get delayed after three hours, but they take weather as a reason to put their failures to it.
I even spoke to the AA Manager at ATL Airport and told him after my flight got delayed 6 times and got rescheduled to the next day Wedensday May 29th at 6.00 am flight no 2077 and got again delayed from.6.00 am to 2.00pm, I told the manager that I might loose my job and everyone was so rude and nobody care.
Shame on American Airlines, I was forced to book a Delta Flight and Pay over $1500 to get to DFW so I can catch up with my work tasks.
Dr. Ahmad Keichour
Preferred solution: Full refund
User's recommendation: Only trust DELTA
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Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |Need info
Wheel chair delivered by mistake to my house. The name on the AA is Christopher Barmore who traveled on AA flight 2420 from DFW to IAH. Need info on how to get wheelchair returned to IAH.
On line Account has wrong email
i could never get help, the recording said i had a 4 min waite and after i waited for 22 minutes i hung up.
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Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |Damaged Luggage on October 19, 2024
Something heavy setting on my luggage for it to be damaged like this, so I wish you would replace the luggage. Send me a check to buy new luggage.
Its up to you, but my luck should not have been damaged like this. your recommendations for future future customer
User's recommendation: It’s not for customers is for those who Hand the luggage you should never put a heavy luggage on a small package because a small package would always get damaged. They should think what they’re doing and not being in such a hurry.
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Verified ReviewerLost luggage and delayed flights
American Airlines is the worst airline on the planet. I had multiple delayed flights, and on top of that, they lost my bag.
It started in Chicago, then they moved it to Austin. After contacting them almost every day about my bag, I was reassured that the bag would be on the next flight to Dallas. On top of that, they won't reimburse me even though I submitted my receipts. Not once was I told that I needed to submit receipts within 30 days of travel; otherwise, I would have done so.
I am very upset, and I am sad that they've mishandled and lost my baggage with my expensive personal items and gifts I brought for my family and friends. I can't believe how inconsiderate the staff is, and they were horrible throughout the process. Central baggage was absolutely useless.
I was told a million different things. They don't care about the customer or their items.
Preferred solution: Full refund
User's recommendation: Do not fly with them, save yourself the headache, they do not care about you or your items.
Airline Expert Talks
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Verified Reviewer |Very upset senior citizen with a Heart condition and walker
I hated the fact that you have to listen to a recording for about 10 minutes before you can talk to someone

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Verified ReviewerHorrible experience
We were always pro American Airlines even after having a bad experience with them a couple of times! This last time was the final time.
We have been trying to get an issue resolved for 3 months now that American caused. I have never had this issue with Delta; they are always eager to assist with anything! We had a big trip planned to Mexico, which turned out to be my surprise engagement. When we got to the airport, they told us we did not have a flight even though we had a confirmed flight and seats in the app!
We waited and waited for the attendant to finish speaking with the 800 number so we didn't miss our flight. The American Airlines agent finally told us to go book Delta since she wasn't able to get any help with our issue.
We booked our flight, and they told us they would help us take care of it. This was in January, and they just keep sending me to multiple areas or telling me to fill out another complaint online!
Preferred solution: Full refund
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Verified ReviewerNeed to talk to an agent
I need to talk to an agent. I need to talk to an agent.
I need to talk to an agent.
I need to talk to an agent. I need to talk to an agent.
About
, , , ,
American Airlines is the world’s biggest airline, and is a founding member of the oneworld alliance. American flies nearly 6,700 flights per day to nearly 350 destinations in more than 50 countries, with U.S hubs at Dallas/Fort Worth, Chicago O’Hare, Miami, Charlotte, Los Angeles, Phoenix, Philadelphia, New York JFK and Washington Reagan. The company website is AA.com where you can book tickets, check flight status, careers, vacations and find other information on the airline.
The quote we received from AA Customer Service: "Thank you for flying American. If you need to contact us for assistance after your trip is complete, you can reach our Customer Relations team at bit.ly/AACR1" "

American Airlines is ranked 166 out of 925 in Airlines and Air Transport category
USA, Worldwide
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" Immediate crediting of 30,000 AAdvantage miles to my account" So, that's all your health is worth to you? You sound broke, simple and stupid as if you're trying to get comped at a Golden Coral.
How does discrimination come into this? Does the chat know that you're a "POC" or even care. Listen Key Sha....Everyone is just a number to them. Your complaint lost credibility the second you started with the standard noise.
Also, if the planes are a mess, why would you want to fly with them ever again. Lame...