Name: American Airlines
Rating: 4.66926 (471603 reviews)

User Reviews for American Airlines

4.67 out of 5

471.6K Ratings

3 years ago, slpoulos

Most things good but service reduction on flights truly a sad way to skimp on service to save money.

The app is almost always very efficient.... but recently, my seat assignment that I chose in a premium economy as a Platinum Pro an aisle seat 9c when I made the reservation... but I went to check later that week I saw that my seat assignment was changed to a window seat which is not what I chose. Also... when I am in Premium Economy seats or pay for First... it is pathetic that you are not serving beverage service .... and can’t serve a snack or light meal as was our rationale for buying First in the past ... the service and the way we are treated in first.... so obvious that the management is using Covid as an excuse not to give the exceptional service that American has been known for.... other carriers are treating their loyal customers much better... makes you think about your Loyalty to American going forward. Just wanted to let you know how so many of your customers are venting and expressing their disgust with the level of service commensurate with Southwest or Spirit.

10 months ago, Blasphemy6

Just a terrible app

If you create an app that takes reservations, allow the user to go to another window on their iPhone to look and collect other information while not omitting the whole reservation that one has already inputted. I switched over to another window to look up my girlfriends tsa number, went back to the AA app, and boom. All my inputted info for my reservation was gone. Back to step one. So I go back to my credit section(because I have a flight credit), and the site allows me to book from my trip credit page. It even says trip credit at the top of the app as I’m booking my flight(for the second time). I fill everything out again, get to the payment section, and I swear to god it asks me how I will pay for it and if I will use a credit or not. Funny. I thought it would automatically add my credit since I started the whole reservation from the trip credit section. But no. It suddenly asks if I’m paying with flight credit, trip credit, or credit card. So I go back out to find out if it’s a flight or trip credit and to find the credit number. But guess what? As soon as I do that it cancels everything I’ve inputted again. How dare you allow your stupid app to treat your customers this way. You force us all to use these stupid apps because you can’t afford real life ticket agents, and then the apps are designed by complete morons so you drive all your customers insane. Thanks for making this all so easy.

10 months ago, LSSR22

Rather impressed

Airlines have taken an (often well deserved) beating as of late. Flying is a pretty miserable experience, for the most part. The fact that you have to steel yourself for whatever the length of time of the trip might be pretty much says it all. All that said, I installed the AA app several months ago with low expectations. Now I’m impressed it works really well in providing very good, right up to date information. It even maps out how to get from one gate to another when making a connection. Very nice. The one thing that would be nice to add is making it easier to edit passenger information, such as TSA PreCheck and Passport numbers. As an aside, I have to also complement AA. I recently had to make changes—twice in two days—to a complicated overseas trip and the agent on the phone could not have been more helpful. The aggregate time to make both changes was only about 30 minutes, including waiting for a call back (rather than wait on hold). And no charges for either change. I’m fact I got a refund because the new flight was cheaper. I had stopped using AA about 7 years ago because of serious problems with their service. I only returned (planned to be briefly) because I had some miles to use. Well, they’ve won me back.

1 year ago, Saige0.0

DO NOT FLY WITH THESE PEOPLE.

I have used there airlines for the past couple years and all I can say is even spirit is better than them. From damaging my baggage twice and once refusing to let me file a claim, to one of their flight attendants literally talking negatively about me on a flight to a passenger in front of me. On top of that, when I finally was able to file a claim, it took them 2 weeks. Their automated system won’t let you speak yo anyone if you even mention baggage, and if you have trouble with the claim online it doesn’t let you speak with anyone. I had to get it through the complaint department which at first turned me away. Then when I finally got a hold of someone weeks later, they denied my claim (less than 24 hours after submission) saying I had minor damage, that I had to get myself to an airport so they could fix it (for context my bag had a wheel ripped off, metal ripped off sockets and tears to the point where I can’t even roll it) and I had to get myself to an airport over an hour away (still fighting them about transportation there.) the person I’m currently dealing with sent me an email and called me literally 10 minutes after sending it for no reason with no warning either. Very unprofessional. Not only did they beat the life out of my bag but refuse to pay for the damaged things inside. Oh, and if they lose your bag, it’s the same process. Disgusting and greedy airline that doesn’t care.

2 years ago, By miss.kk

HORRIBLE

DO NOT FLY WITH THESE PEOPLE!!! We flew round trip from Tennessee to Texas, having a layover in Charlotte. We were headed to my step mother’s funeral. EVERY SINGLE FLIGHT WAS OVER AN HOUR LATE. We arrived at Charlotte on the way to Texas. What should’ve been a 2.5 hr layover ended up being 3.5 hr layover. We arrived to Texas late and had to stay two hours after we landed to hunt our luggage that was left in Charlotte. It took forever for us to get a placement on our luggage and when we would receive it. A lady in customer service over the phone assisted us quickly but everyone before her played the blame game and said there was little to be done. By the time we tracked the LATE plane carrying our luggage, WE MISSED THE FUNERAL. On the way back to Tennessee, our plane was 2 hr late which made us miss our final plane that was scheduled to land at 3:55pm. We now are waiting to board a flight that’s scheduled to board at 10:25pm. Each flight should’ve been no more than 4/5 hr total but ended up being an all day travel. I WILL NEVER FLY WITH THEM EVER AGAIN!!!! I heard this has happened several times prior; but against my better judgement, I wanted to give them a try. BIGGEST MISTAKE EVER!!!! Not to mention, they double charged us for a flight that we’ve not received credit back for; and the people working boarding desk are extremely rude. The only reason I’m giving them a 1 star is because it ring allow me to rate them at a zero.

3 years ago, eubanks6703

Horrible experience with VeriFLY

Flight 805 from Cancun to phl... April 5 238pm VeriFLY downloaded before the trip. Our trip went as planned and we had a wonderful time. We were not able to check into our flight or make any changes using the app the night before. Our transportation got us to the airport as scheduled around 12:15. This would leave plenty of time to get settled and arrive to our gate. When we arrived at the airport we still could not check in at the kiosk there were 2 lines one for VeriFLY and one If you did not. I explained that I had VeriFLY but it was loading and my husband also had it and I was his companion. We were sent into the main assistance line and we did not reach the counter until 1:45 boarding started at 1:53. The rest of our party was at the gate and relaxed. We were so tired that we even asked if there was a voucher or option to stay and change our flight to the next day. After all of that standing in line They didn’t even ask for the paper of the negative covid test. We were extremely frustrated and disappointed in this process. Other airlines had the option to quickly scan the covid results and keep things moving. We arrived at our gate just before boarding was closing and thankfully friends were able to grab us something to eat. Our luggage did arrive however the wheel was broken off of my suitcase. This was truly a horrible experience.

1 year ago, BBTBadService

Bad Experience Flight 384

Today July 23, 2023 I was making my journey back home. I was traveling with my same carryon luggage I have been using on all my flights this year. The gate agent (woman long hair) asked me to see if my bag fit into the bag display. It was snug but fit. She told me I would need to check my bag. I was trying to let her know this was the same bag I have been using for months and no problems. Instead of listening to me she was on a power trip and wanted to have control over me. She told me I had an attitude but honestly I did not. I did not want to make a scene but she did. I felt she targeted me and treated me that way due to the color of my skin. I have never felt discrimination on American Airlines until today. Further it is frustrating as there was plenty of overhead space on the flight and now I am waiting in baggage claim another inconvenience because this employee who poorly represented American Airlines. I would recommend you re assign her role to. Non customer facing role. I told the flight attendant when I boarded. I am not sure there was anymore for her to do but to say sorry. I am really disappointed. And if you go back and do the research you will see each time I was on airplanes with the Same size overhead space! I am truly disgusted and more frustrated as I stand her waiting for my bag for no good reason Beth Taylor 14RLK26

5 months ago, SSMasih

Damage my Korg pa 1000 keyboard

Well, I took this keyboard in the soft case almost 50 states as a carry on it was very tuff to carry , it was very difficult, dealing with all these airlines fighting all the time telling me I need to check this as baggage! So so got hard case skb approved from TSA , but first time checked baggage inn on the American Airlines, from New York to settle wa, state when got there checked my keyboard, it was damaged, called airline , they told me I should have shown at the airport, I was so tired, Did not see the airline office , so baggage claim agent on the phone filled claim and told me take it to the closest airport, well I drove back to the Las Vegas it’s was like 18hours drive so after got there went to the airport next morning took Uber , paid $100, for the both side, to show my damaged keyboard, Airline office at the Airport, manger lady she was very very rude and did not even look at my keyboard, I was very disappointed, went back to my hotel , called this customer service baggage claim lady she , totally changed, she did not wanted help either, So doesn’t matter what you do , how honest you are these people just don’t like honesty, and they think they know there job ?? When you can google it say airline are responsible for music instruments damaged!! Very very very disappointed!!!! Would Not like to travel on all these crazy airlines,

2 years ago, AAdisadvantage

App was no help!!

This is ridiculous; I went online & used my miles to purchase two seats together now the day before I travel as I am checking in I see that they changed my seats to two of the free center seats not together even though they deducted my miles as payment. So I call the 800# while on hold I use the chat. After over 40 minutes on chat and being switched from reservations to AAdvantage & being told I have to call the 800# I get through to 800 reservations. They are telling me they can’t do anything because I’ve already been assigned those seat & im telling them that those are free seats & I paid with my miles for seats together. She’s now telling me that she has to transfer me back to AAdvantage as this deals with miles. I’m telling her that I already chatted with them & they say they don’t deal with seating. But MY MILES WERE DEDUCTED & I DID RECEIVE A RECEIPT FOR THE DEDUCTION. YET THEY ASSIGNED TWO FREE CENTER SEATS. Rrservations says they see the mileage purchase but they don’t deal with mileage purchases & AAdvantage say they see the purchase but they don’t deal with seating assignments. Mind you it takes anywhere from 40min to an hour to get through to each of these departments. Apparently the only department that works is the mileage deduction department 😡 I have so much to do to get ready for my trip & im dealing with nonsense!!

6 years ago, Swooshn1

Terrible app

Terrible app, this isn’t very functional compared to the United app. I dropped United last year and I am a frequent flyer and now Platnium pro. The WiFi functionality in the air to stream just doesn’t work well in the app. How you have to switch back and forth multiple times going from ur WiFi settings to the app in order to play a video. U should simply be on the WiFi and then be able to select entertainment and be able to select the video all in the app. The upgrade list isn’t well done and isn’t able to be seen in real time except right before boarding. Interactive maps are terrible. Push notifications for boarding, or modifying push notifications to 15 min before boarding so you can leave the Admirals club and make it to your gate on time. Also it is a pain when ur boarding pass expires when in the air, a big problem when ur flight is delayed. I get better notifications from Kayak about my American Airlines delays and baggage claim then I get out of the American app. It is truly a disappointing app.

2 years ago, QueFy89

Lost Bag and Bad Attitude

We travelled to Las Vegas for a quick Christmas getaway. We arrived in Charlotte, NC early, checked two bags for a direct flight to Las Vegas. One bag went to Las Vegas and the other bag to LAX. We waited over an hour to report the lost bag on Thursday night. The bag was returned and deliver to Las Vegas on Friday morning. The airline never called to inform us. We tracked the bag via the aa app; called the airline on Friday night. They informed me that there were many dissatisfied customers in line and more than 300 bags waiting to be claimed. I inquired about when the bag would be delivered, they said they wouldn’t but I could come to the airport and search through the 300 bags. By this time, we are very frustrated. Then on Sunday morning after checking out at 3:30AM to get to the airport early to search through 300 or more bags; I took a long shot and checked with the Bell Desk. Well, wouldn’t you know it, the bag arrived during early morning hours on Sunday; no call, no text from the airline and our final day in Las Vegas. Additional the Flight Attendant on Flight 1665 was ok. She wasn’t as attentive as the on Flight 1335. We sat in First Class and in Flight 1665, she was more interested in talking to her crew mate. It was early and we didn’t get the First Class Experience we paid for and deserved.

5 years ago, stewbinator

The app is great

I read through the reviews and took issue with most of them. People qualify themselves as frequent fliers and then mention that this app is dysfunctional...as an Executive Platinum member (i.e.- I fly), I find this app highly capable. I find it useful in every way that I need it to be. I’m able to book revenue and award tickets, I’m able to select my seats, and when my upgrade processes I’m able to recheck my seat in the new cabin. I’m able to check-in and I find the app to be very useful in receiving flight updates. My company uses concur, and the moment my flight is reserved in concur it shows up in the app. I’m able to understand if my flight may be impacted based on the app-provided “inbound” flight, and I’m able to live-track my baggage in the event that I check bags. I’m not sure what people expect from an app, but in reading the reviews it seems that people are hoping that the app somehow will solve all of their travel nightmares, but I’m afraid those are classic weather, mechanical, and customer service issues.

3 years ago, samuel sicairos

Worst flight experience ever

Never flying AA again. I kept hearing all these horror stories and figured it wouldn’t happen to us. What started off nice ended up ruining our day. We flew from Phoenix to Orlando with a connecting flight from Charlotte. The night before I checked in with the app, cool! But then we get to Charlotte and it never gave me the option to check in so I figured I didn’t need to. The app was showing us the seats I specifically picked out when I bought the tickets. Yet when we arrive to board they say we don’t have assigned seats (even though the app and our paper tickets had seats). Traveling with an 8year girl and autistic son, being split was not an option. After much frustration, the agent finally gave us two and two seats. Not how we wanted but fine, we at least got the flight to Orlando. Of course, being Orlando, we arrive and it’s raining! With lightning! Our bags would not come due to the storm. Okay, we get it. But after two hours waiting AND all other airlines delivering their people their luggage, everyone starts to get mad. WTH?!? Ruined the rest of our plans for the day. And then we’re looking out the windows and no rain? Wish I could share the pictures I took of no rain and clouds clearing. Never again American.

2 months ago, nonconformist7

App doesn’t work

After receiving dozens of emails from American Airlines telling me to download their app so that I can check into my flight online and access mobile boarding passes, I finally caved and downloaded the app. I’ve always access access mobile boarding passes via the airline website, or through an email link sent by the airline. The first mistake that I made was booking with American Airlines to begin with, the second was thinking that their customer support would resolve my issues. The app absolutely does not work. I was unable to check into my flight using it, and I am unable to access my boarding passes using it. my flight booking and departure time and flight number and confirmation number and everything is loaded into the app, but when I click the links in the app, it takes me to blank screen, and I cannot proceed any further. The agent told me to go to the website and use it for mobile passes instead, which I attempted to do and it will not accept my email address even though it’s the same email address that is registered with my account with American Airlines. The app, the website, and the company are trash. I guess that’s why they have a 1.4 star rating on Yelp.

2 years ago, LuvelyPink

Constantly freezes in the chat

I have photos but I started a chat the agent said he would end the chat. I realized he canceled the wrong trip so I’m quickly trying to contact someone to fix my flight and I go back to the chat at first there is no option for me to type. I touch the bottom of the screen in hopes that the area for me to type comes back up and I get asked new question. I tap it and then I get ask a new question or never kind … No matter which option I choose the screen just buffers. I have tried just on cellular and on Wi-Fi. In addition i was having issues seeing the tickets that were placed on hold for me. The app user interface doesn’t tell you. I went thru process to book a ticket when it came time to enter my payment info I switched screens to copy my Apple Card info and when I went back the American Airlines app it had closed my purchase progression and put me back on the main screen. The issue is as a user I didn’t know it automatically places my trip on hold and with so many cards in your wallet a user should be able to swap screens or at least automatically pull credit card from their wallet. I am so irritated with the user experience. Can’t just be me

2 years ago, jpkcsckc2020

0/10

I don’t even know where to start , I can’t believe I trusted American Airlines with my life & time . Let’s just start by saying the customer service is a 0 I didn’t see one employee smiling in the airport or on the plane or even close to trying to help you , I have a carry one & I always travel with it & they made me check it. It was my daughters birthday & when I say this was the worst experience it was so bad I have to leave this review so others would not go thru what we went thru. The whole flight was so uncomfortable the seats were so hard I couldn’t sleep I had to put my neck pillow under me for some comfort, NO TV’s; horrible snacks & the Wi-Fi TUH forget about it. The landing was so bad me & my family hopped out of our seats there & BACK! we get back from our trip both my handles are broke I had this suitcase for 5 years traveling & never once did it break. Then when we get home come to find out my daughters suitcase is STILL in Jamaica, again HORRIBLE CUSTOMER SERVICE they told us 48 hours we have to wait for her luggage ! I never been so mad in my entire life! I really hope this review goes beyond this because we really had a bad time flying & I was honestly scared. I can say more but I think I got my point across.

2 years ago, Coursefan

No allowance for nor providing 1st class and split up husband and wife

My husband purchased 2 first class tickets round trip. Through several changes for the trip back, the computer split us up and we had to check in at the gate returning gate. To make matters worse, we had to pay an additional $71 to make the flight. Then half way home the flight was canceled. When given the options, it was for only one of us. As a result we got one 1st class and one main with a 2 day delay. No offer to reimburse use Last Jan I had a one way first class ticket from Denver to Bradley one stop. American gave me 2 stops with the longest in main and NO reimbursement for not providing me with 1st class. I am a life member of the Advantage and have flown American almost exclusively for 40 years. This is the worst I’ve ever been treated by American Airlines. What’s worse is that I pay a premium to sit in 1st class only to be denied because others have been upgraded.

6 months ago, bpryan99

Other airline apps are faster, more reliable, and less confusing

This app is fine and objectively works decently well, but other airline apps such as those from United and Delta run noticeably smoother and are less confusing to navigate. I find it incredibly frustrating that the American app conceals/makes inaccessible information about contacting the airline in case of a delay or emergency. Recently, I had a flight delayed due to having no pilot (aka American’s fault, in their control) and missed my connecting flight. The app did not update my flight status reliably or detect this issue and unlike United, did not give me information on what to do next or a way to reach out to support. I dug through American’s website, through contact forms that did not list my issue, and finally found a general support number, only to be told the wait time was 2 hours. I decided to find the customer support desk at the airport instead, which the app and website also made difficult to find. TLDR this app is fine but barebones and way behind competitor’s apps in terms of functionality and reliability.

3 years ago, L1011fivehundred

Terrible App from a Horrible Airline

The only thing worse than this app, is the flying experience as a customer on American Airlines. I am Executive Platinum on American and the only reason I have that status is that I am forced to fly on American, there are just no other options many times. When flying on American, you get a sense of complete and total apathy from check in through the completion of your flight. One reason for this is the criminally negligent management of the airline. It is managed by attorneys and accountants. AA management knows it can run a sub par operation because many times you don’t have a choice when you need to fly. They have a monopoly over many markets. In addition to this, they can shave off all the profits, enrich the upper management, and if they get into financial trouble the government is more than willing to bail them out with billions of YOUR tax dollars. Why should they care? There is zero incentive to operate in a manner which provides a top notch passenger experience. This goes for all of the airlines. This is now the pathetic status of our American transportation system. Take one ride on Emirates or Etihad and going back on an AA flight is like hitching a ride with a smelly hippy in the back of his 1976 Gremlin.

9 months ago, machappie

Do better

Even though I’m logged in to my account on the app, it still makes me enter ALL of my personal information, Loyalty number, and my Known Traveler Number, and email address?? By the time I got all of that info, the app resets and I have to do everything over again? Also came to find out that my last couple flights didn’t accrue points because I must not have entered my Loyalty number even though I used the app and my same email address? I’ll just mention a few other issues I’ve had. Forget about EVER being reimbursed for transportation to a hotel if they make you miss your flight. It was IMPOSSIBLE to find a link on the website of anyone in support to help me get reimbursed for $100 of Uber charges because they booked me a dumpy hotel 30 minutes away from the airport. Eventually I just gave up trying. Maybe that’s their goal? Also another time, I was told by a representative that I had a travel credit of about $50 I think. Later when I went to book a flight, they told I had no travel credit. Aside from that I guess my experience has been fine with the airline, but this accumulation of bad experiences has really taken a toll on my perception of the company.

2 years ago, jzhang 8278

Very disappointed

First, I was denied boarding my original flight because they closed the bag check in 42 min prior to departure and I showed up 40 min prior. I think they don’t have enough agents to staff both the counter and the gate. So they booked me on 5:18 pm flight going to Harrisburg PA versus Scranton. Then my 5:18 flight was canceled due to “mechanical.” They booked me on a United flight leaving GB at 5:30 but they have already sold my Harrisburg flight to someone else presuming that I will just get rebooked the next day. They finally got me on a Philadelphia flight out of CHI at 8:52. They provided me a hotel voucher to stay in PHI at a Radisson. Once I got to Philadelphia, my checked luggage did not show up and the baggage person told me that United didn’t check it all the way and that my luggage is now lost. They helped me with a claim form. He told me that the bag will show up tomorrow. Also the Radisson is disgusting. There are hairs all over my toilet and shower floor. There bugs in the lobby. The parking is not free (10 dollars/ night). It is the worst hotel I have stayed in years by far. I am very disappointed with American Airlines. I may cancel my credit card with you and probably would fly you guys again. Just awful!

2 years ago, Damn0815

Issue on flight 594

On 7/2/22 my family and I were seated and ready to leave on flight 594 from Guanacaste Costa Rica “Liberia International Airport” when the pilot announced that the flight was having a fuel pump problem and that (31) passengers and corresponding luggage would have to get off the plane in order for the flight to be lighter. American Airlines was amazing in handling the situation, a total of (36) passengers were accommodated at Planet Hollywood Resort. The airline not only provided accommodations and food for all of us at a great resort, they also provided transportation to the resort and back to the airport. The Airline not only accommodated us on the next day’s flight 1238, they also provided me and my family with future vouchers to use towards future airline reservations. I have to say we were very impressed and appreciative with the way American Airlines took care of all of us. Thank you so much for everything! You have definitely earned all of our future flight traveling.

8 months ago, SuperII

App works as advertised

I’m a frequent traveler and heavily rely on this app. It has never let me down. Ignore all the reviews from people reviewing the airline and not the actual app. It boggles my mind that recreational and infrequent travelers can have one mild inconvenience where the result is that they put the airline on blast and vow to never fly with them again. If that’s the case then don’t bother flying altogether with any airline. As of yet, no airline has the ability to control the weather… and statistically speaking, all major airlines have maintenance delays from time to time. I’d much rather have a delay for safety than to continue on an unsafe flight… But I digress. The app works great, but I have to two areas that I would recommend for improvement: 1. I wish the chat feature would operate more like a messaging format. Right now you have to stay in the chat to receive notifications on the chat. If you leave to use a different app, you’re not likely to get notified if the agent responded. Not only that, the chat has to reload every time you reopen the app - even if you just simply switched over to your mail app and right back… this is a minor annoyance. 2. I wish there was a way that the apple wallet automatically update the boarding pass if there are any changes after checking in. Currently you have to remove the pass from the Apple wallet and then re-retrieve it off the AA app. My only

3 years ago, Phileas Fogg's 'stache

Complete Lack of Support

As AAdvantage member, I attempted to use this app. On opening the app for the first time I was unable to log in using my credentials. I verified that I was using the proper member id and password multiple times, but was repeatedly told the information was incorrect. To add insult to injury, there is literally no way to get help on this issue via the app or online at the American Airlines web site. Trying to follow the Kafkaesque circle of links to email customer service (which, good news, we can help you through a faq! A faq that has nothing to with anything other than answering questions like when should I arrive at the airport!), to phone numbers that try to get you to wait until three days before your flight out of respect for those who are in a hurry, to the circular reference vortex of go to the website, which tells you to call customer service, which tells you to download and use the app, which sends you back to the website. Fun. No app is worth this level of malign witlessness. The people responsible for this atrocity should be ashamed, but given the absolute depravity of this worthless, steaming pile, it has to be deliberate. So gold star for you.

3 years ago, luciano_menzo

saved me so much time

I had a flight from Philadelphia to Orange County with a layover in Dallas. Due to weather in Dallas, I experienced several delays and cancellations, so my 7 hour travel day turned into a 22 hour travel day. Every time there was a complication, this app notified me and easily gave me an option to change my flight. I didn’t have to go through the hassle of going online and booking it from the website; everything was right on the app. I learned about flight cancellations, gate changes, and general updates on the app wayyyy before the airport gate boarders updated us in person. When I landed in Dallas for the first time, I was immediately notified of missing my layover flight and was able to change to another flight before I even finished exiting the plane I was currently on. If I didn’t have this app, I probably would’ve lost my mind/missed even more flights. Definitely a necessity if you’re flying American in case of events like this.

3 years ago, TheKdubs

American - The airline of last resort

Woman at gate told us we had to check our carry on bags because it was a full flight and they were out of overhead space. I objected mildly because my carry on had things in it that I need/that can’t be lost or delayed. Was told they very rarely have issues with bags and that if I didn’t like I and my bag could not board. Awesome start to the AA experience! I surrender my bag and board the plane to see that two-thirds of the overhead bins are empty. I say something to one of the flight attendants about having to check my bag because of lack of bin space and get the same story about it being a full flight. Why do I have to check my bag so that someone boarding after me has room in the overhead bin? As the FA’s prepared the cabin for departure they shut the doors on all of the still empty overhead bins. At least, according to the AA app, both of my bags made it on the plane. Unfortunately, when we arrived at the baggage claim in Miami we found out that was a lie too. My checked bag and my wife’s checked bag were still in Cincinnati. Every time I give you a chance to earn my business you give me reasons to consider you the airline of last resort.

2 years ago, skfjdnfj

Lowest level of customer service among US based carriers

I had a flight this morning from JFK to FLL; upon arrival at JFK at 6am for a 6.45 flight the security line was very long; I approached an AA customer rep on the floor and showed him my boarding pass and asked him if he could move me ahead as the line was going very slow and there was no way I would be able to make the flight given the length of the line; he told me that I would have to wait in line along with everyone else and that he would not move me ahead. After 10 more minutes of waiting it became painfully obvious that I would not be able to make the flight if I was not moved ahead; I asked the same rep again and his answer was the same: you have to wait. Given the length of the line, would it not have made sense to allow customers with impending departures to move ahead? I typically avoid flying AA because if its poor customer service and its “devil may care” attitude of its flight personnel; the situation today further solidifies my position on the matter: AA will alway be my last choice in airline, in fact in the future I will pay a higher fare if it allows me to avoid having any contact with AA.

3 years ago, Shrine17

Inflight entertainment is terrible

The aadvantage portion of the app works fine. However, the inflight entertainment is terrible. Last week I was on a flight and used the app to launch the inflight movies. While this is a little hit and miss (whether it works or not), this time it worked. On my return flight, it decided that I needed to upgrade and it would not let me launch the app without upgrading. Keep in mind that I am on the plane when it notifies me of this. You would think that it would let you upgrade while on the aa inflight wireless but no such luck. So I tether to my phone while we are taxiing to attempt to upgrade to the latest version. I successfully upgrade and launch the inflight movie selection only to be given an error 404 on my browser. I tried several things including powering down my iPad to get it to work but it never did. This is just one example of many where the inflight entertainment system did not work. I am in support of using personal devices for inflight movies but only if the system works consistently. Please fix this terrible and bug prone system.

5 years ago, ViridianPhoton

Made whole trip convenient!

This app really made my travel experience easy not just in terms of getting flight and boarding info, but also navigating unfamiliar airports quickly. I didn’t need to enter any info to have my reservation front and center, and it filtered out legs of my trip that I completed (though they’re still accessible) The app has a map of each airports on the reservation, with their terminals/gates, and marks where the gate is in the map. You can also get directions if you want to. I had very short layovers and needed to get quickly to my next gate, and this app made figuring out where and how I needed to get there effortless. In addition it shows nearby airport restaurants and other things by name on the map. Also, when browsing restaurants, it pre-filters them based on where you’re at. It even has their menus, which I appreciated b/c I eat GF and wanted to know ahead of time if it would be a waste of time to eat somewhere. The map loaded fast too, and didn’t chug when I scrolled/zoomed. The confirmation reminders helped me not forget to do it, and the boarding passes added to passbook in the proper order (small detail but other apps have messed this up or don’t add all boarding passes for a multi-leg trip). Bottom line - I always felt the most relevant info to me at the time was present, was easy to find, and never slowed me down. Best airline app experience I’ve had. Don’t change anything!

6 years ago, Chicago Dad151235

Reliable information, very professional. No stress!

Unlike some others, I do find this app intuitive. Love being able to see inbound flight info, and updates for flight information is very timely. I feel like I have an inside track because in many cases, I have learned about gate changes and other info before formal announcements. Seat change requests are accurate, and I’ve never been let down. When traveling, we rely on having accurate information and having control, and this app helps me keep the stress level down because I never have to guess. Yes, sometimes the in-flight entertainment is glitchy, but I’m on a plane sharing a small network with many users so I’ve stuck to using data, only for work, and viewing downloaded movies or listening to downloaded music. There are too many other entertainment options out there these days for me to hold this against the app when that is not it’s main purpose.

3 years ago, nicholeenPragle

Never again, shame on American

I will never fly American again. 1 star is too many. The plane needed repaired and they told us it would be 15 min. It took 3 1/2 hours . The temperature out side was 90 and we had NO air conditioning in the plane . We had to wear our masks. We were offered no water ! My daughter had 3 children under 4 years old . Her one year old was ripping her clothe of because of the heat with sweat pouring off her. NO ONE asked if we needed help! Not even offer water . One woman did bring a tiny cup to my daughter. No flight attendant ask. My daughter had to ask if they had any type of snack for her daughter to help calm her down because she was crying hysterically. There was even a Christian group on there and not one of them ask if there was anything they could do until we were getting off the plane . It wasn’t until after 3/4 of the plane was unloaded did some one say let the mother and and her babies go and then ask to carry a bag . Also right before boarding the plane they never aloud people with small kids to board first and as we were boarding people were cutting in front of us. Shame on you American Airlines ,Shame on you.

11 months ago, Dismayed Traveler

Misleading seat reservation

Upon booking my flights I selected seats and gave a credit card to ensure that I secured aisle seats with extra leg room and priority boarding. 11 weeks prior to travel I had bilateral knee surgeries and wanted to ensure comfort and safety. On my return flight, despite all prior boarding passes and itinerary documents including confirmations, I was summoned to the gate desk less than one hour to departure, and handed a boarding pass. This despite that I had already checked in 24 hours prior and had an electronic pass with my selected seat identified. The agent said I had been cleared... apparently I was in a standby list. The seat in th pass was not the seat I had selected and paid for. I expressed my confusion and dismay but the agent simply told me that no other seats were available, that they always sold seats that were apparently unavailable and that I had been in an over sold list. I have reviewed all prior emails and passes and no where can I see that my seat on the plane was not secure. This situation seems to border on criminal. It certainly will make me think twice about AA bookings in the future.

3 months ago, Abe Norton

American Airlines Always Beats Expectations

I am so fond of American Airlines I give them all my business. Given that I’ve achieved the highest written status they have, even when I travel with guests I almost always get upgrades. They are everything to me. They’ve changed my travel and even my life absolutely for the better. It saved everything. The app is so incredible and I the help team is so quick and responsive that it almost feels like they’re my personal assistant for all things travel. They always thank me for my loyalty and always are super attentive, gracious, and abundantly professional. I love American Airlines. They are the best airline ever!!! I also always go to the Admirals Club and the staff there no matter the spot on the map, they are just so kind and helpful. I only wish that I never had to go home or that my home was an American flight. God Bless You American Airlines. Also I love the name it’s so American!!!

1 year ago, sawyer12309

Don’t fly American

I was supposed to leave out of Little Rock Arkansas June 11th to Charlotte. Flight was delayed due to weather, which is understandable. Whitney from the gate was too preoccupied talking about her recent trip to Disney World to even offer assistance. When she finally got to me she said I would have to fly out the next day. I said ok, will you provide a hotel. She said no it’s not our problem. So I got a hotel, and went to the airport early the next morning, June 12th. Morning flight boarded at 0613. I was there at 0445. Checked my bag and all was well. Arrive to Fayetteville NC without my luggage. Was told “maybe” it’s on the next flight Well, it wasn’t. I live about 75 miles away from the Fayetteville airport. They will only deliver bags up to 70 miles away. What am I to do now? I do work and would like to get back to it. According to the website they have no idea where my bag is. All my medicine and cpap are in that bag. American Airlines should be ashamed of themselves and their employees. I will never fly this airline again. I’d rather drive. Just an all around terrible experience. So now I’m hanging out in Fayetteville NC and nobody is willing to help.

3 months ago, Shådi

Disappointed

While I appreciate American Airlines as my chosen carrier, I find their digital presence lacking. The AA app is riddled with numerous bugs, making it challenging for me to manage my reservations or check in efficiently. The app frequently times out and moves at a sluggish pace, giving the impression of being stuck in an endless cycle of processing. This experience is incredibly frustrating, especially when I'm unable to complete basic tasks and must resort to using a computer to access my reservation. It raises the question: what's the purpose of the app if it doesn't serve its intended function? This issue isn't isolated to my iPhone 14 Pro Max; users across various iOS devices are facing similar challenges. My disappointment is profound. Despite eagerly downloading the app update in hopes of “addressing the bugs”, my excitement quickly turned to disappointment. Unfortunately, the update did not resolve the issues, leaving me disheartened. It seems the bug spray being used is ineffective, as the app continues to struggle with the same issues. Until these issues are resolved, I'll have to reconsider booking future flights with American Airlines.

2 years ago, MPress01

Rude staff, need to update planes

I was sitting in an exit row in the seat was empty, our son booked his flight separately and was about ten rows behind us, I asked if he could move to the empty seat in between us and they said no because he did not pay for the upgraded exit row seat. I offered to pay for it and she said I would have to do that at the gate counter. She was very rude about it. So the seat was empty the entire flight and our son could not sit with us because that is their policy. I know Delta would have let him sit with us because i’ve seen it happen and have done it before. My second reason for the one star review is that they need a serious upgrade to their planes… They are old, sound very rickety, and the seats have no padding left. no screens to watch movie time and no free Wi-Fi, both of which Delta has. This will be my last flight with American Airlines, it’s back to Delta for me.

5 years ago, Rudder61

Amazing how bad this app still is

I use the app every week as i travel that much. Its amazing to me that after being at this for so many years, AA STILL doesn't understand what travelers need. there are many annoying things that i wish they would solve already. 1). I live in PR, the area to store my CC information does not accept PR as a state or territory for my address. PR has been part of the US for 100 years. I’ve reported it several times but they either ignore it or cant figure it out 2- the app used to have multi-city functionality, it was taken away, so, we are going backwards? 3- i often get an “error 504” when paying for tickets, its annoying as it forces one to have to start again 4- if one is traveling outside the US, it defaults to the local language, the Language chOice option is not permanent, it should allow language preference regardless if where you are. 5- luggage tags should be added to the electronic boarding pass. 6- there should be a “order of presence for CCs, meaning which ones to use first, second, etc. The list of suggestions can go on and go, but first, fix the problems.

2 years ago, F-E-F

Frustrating

Terrible experience flying AVL to LAX on 4 January 2023. Crew did bad job of boarding in AVL which delayed departure. Weather caused flight to circle CLT multiple times. Rushed to connecting flight and got there at 0852 for 0900 departure for LAX. Flight closed with no consideration of late arriving flights into CLT. AA agent rebooked us thru Austin, TX with only 30 min layover. Flight was held up for late connecting passengers which is right thing to do but inconsistent as this wasn’t done for my original flight (see above). Of course with only a 30 minute window missed connection in Austin. Rebooked Austin to Dallas then to LAX. Arrived LAX 12 hours later than scheduled arrival. Checked bags arrived ahead of me. 40 minutes in line at Terminal 5 baggage claim only to be told bags were in terminal 5. Fast forward to now, 22 January. I am writing this while standing in line at RDU AA baggage office. Flew from AVL through CLT to RDU and checked bag did not arrive. I had 2 hour layover in CLT so don’t see how this happened. My options flying from AVL are limited but I will exhaust all other options for future flights before booking AA.

3 years ago, ❤️G+

$450 Glitch

Today, I needed to change a flight reservation to another time. I logged on the mobile app to make the change, but the app stated that the changes were unavailable. I tried this twice with the same result. Then, I called American Airlines to get the problem fixed, but they were slow and unhelpful. I had the same issue with their website when I tried to book online. I finally called the call center and was able to get help. Throughout this entire experience, American Airlines continued to charge my card for every attempt. By the time I was able to get a flight change, the price of the change had risen by $100. American refused to revert the price to the original, even though a glitch in their system made me unable to make the change. Additionally, I am having trouble reaching the finance department in order to get a refund for all the flight changes which I did not receive. American has wasted nearly a full day of my time and cost me an extra $450 in flight changes on top of my $380 ticket. Please do not use their app or website and just book through another airline.

5 years ago, Ellejayare

I love this app! By far the best airline app!

I didn’t realize how much I love the American Airlines app until traveling on a couple different airlines recently and I really came to appreciate it. I get notified immediately through push notifications when there are any delays, flight changes, etc. and it also updates all the information on the boarding pass in my Apple wallet. I expected this from another airline and didn’t receive it - got all the way to that gate and then customer service before finding out a flight was cancelled, which never would’ve happened on American! Everything, including same day flight changes is a breeze to do in the app, and I also have been able to reschedule flights easily: I got notified that my flight delay would cause me to miss my connection and was offered other flight times that I could book immediately. Huge fan of the app and of American!!

2 years ago, Meemy58

Terrible Customer Service

Arrived at the Idaho Falls airport 45 mins prior to departure and no one was at the baggage counter. There were a few of us standing there. Eventually I stepped over to the Alaska counter where I was told that they stop taking bags 45 mins before takeoff. We all went through security and had to throw out all our shampoo, conditioner, face wash, lotion, suntan oil, etc since we couldn’t check our baggage in which I had paid for already. Now I’m out $100+. When get got to the gate the lady there was also rude even though I was being pleasant after losing a ton of money in products. Then upon arriving in Dallas, I inquired on being transferred to an earlier flight to Nashville. The rude lady and man behind the counter stated that I could not since I had checked a bag in Idaho. My bag was sitting with a tag in TX for 8 hours but couldn’t be transferred to another plane. And I even stated that I would drive back to the airport at 9pm to pick up my bag. All attendants on the planes were also very snippy and rude. I even smiled and said have a wonderful day/night but only received grumpy attitudes. Truly disappointed in American Airlines.

3 years ago, LukeG2407

HORRIBLE CUSTOMER RELATIONS!!

American Airlines has lost my business. I have been an AAdvantage member and have flown with American the past 8 years. I recently took a trip to Costa Rica in May. My flight was from Dallas to San Jose. When approaching San Jose the visibility worsened due to fog. The pilot did not land the plane and ended up landing at another airport in Liberia, a 4 hrs behind schedule. I am not against his decision for safety reasons, but multiple planes landed in San Jose after our arrival time. Upon arriving in Liberia, we were told we would be placed in hotel rooms and flown to San Jose in the morning. Once we got off the plane we were told the hotel did not have enough availability for everyone, and passengers other than families would have to be shuttled 4 hrs to San Jose. I agreed to this at customs. After getting through customs, we then find out that the shuttle only fits 20 people. I then booked a taxi with 3 other passengers I met on the plane. I contacted customer relations after returning home to be compensated for the money spent on taxi and time lost. I was told they do not compensate for weather issues, and since I chose to take a taxi they would not reimburse me.

1 year ago, 6565SB

Couldn’t hear the gate announcements

Hate announcements were extremely quiet for my flight leaving Charlotte. I was sitting right at the gate, watching the gate and somehow missed all boarding groups. When I finally realized I tan to the front and was let us but a number of people including myself had the same issue. When we mentioned this to the ticket scanner lady, she met us with defensiveness telling us we should have sat closer. We could hear other gates many time louder than this specific gate and explained that and where we were sitting. Despite this the gate agency was dismissive and defensive, then told me I had too many bags and had to consolidate. I found that to be making the situation personal because I was just let in a flight with the same number of bags. A roll carry on, back pack and purse. I have selfies of my pre and post board. This situation is totally ridiculous. As a consumer I paid a ton of money, planned ahead, was on time and did everything right get I was met with disrespect and defensiveness by your employee when I surfaced a technical issue affecting more than just me. Very disappointing experience.

7 months ago, Imadhuh

Thank Gilmore for playing me like a ball

Had a flight from Madrid to London on British airways, we spent the night in London and the next day we checked in with American Airlines with in damaged bags but when arrived to Chicago 2 bags were destroyed cracked, dented, and missing wheels Also the item inside were destroyed, it make it clear that these people don’t care about our belongings, so I made the report at the counter and I was told to send the claim online. Which I did, later I got an email from AA baggage center saying that they spoke with British airlines and they agree to replace my bags, few weeks passed without answer so I called British airlines to inquire and they so no it’s AA responsibility and of course I went back to AA and the say that British will pay, they ve been bouncing me back and fourth for at least 4 times, last call I had was the British and I get them because the damage was done on an AA flight but these people been misleading me for 3 months now shame on you American Airlines. And also for the people who plans to travel with them be careful they will treat your bags like crap especially if buy expensive stuff AA-23AZZOUZI-J09T05 - P20T

5 years ago, MiscMel70

Great App, Continuous Development

I just opened my app in order to check in for my flight tomorrow from BOS to ORD. Upon refresh, I received a notice that they were looking for volunteers to take a different flight and wanted to know the minimum I would accept to switch. It said my choice had been noted and if needed I would be called to the desk tomorrow! Wow! That’s using technology to prevent fires instead of always fighting them. There is bad weather across the country and they are really working to prevent as much pain as possible at the airport tomorrow. I have one suggesting and this app will be simply the best in breed. For upgrades, please put the number of seats available along with the number of people checked in. That way you have a bit more of an idea if an upgrade is even possible. Currently, you can see your name of the list but not how many seats are available to begin with. Delta does this and I love it!

5 years ago, RedDirtNerd

Least Useful Airline App. And Airline.

Not living in a city that is a major hub for one airline, I frequently switch between American, United, and Delta. After booking with my company’s travel department my flights on United and Delta automatically show up in their respective Apps, along with boarding passes showing my Pre-Check status. To get a boarding pass in the American App, you will have to enter your confirmation number in the app to view your reservation, and it won’t show Pre-Check status. My Pre-Check number is in my profile and shows in the app, but according to American, because we don’t book directly with American they are unable give me boarding pass in app showing that I’m Pre-Check. This requires a trip to the Kiosk where I have to check in and manually enter my Pre-Check number and get a printed boarding pass. Push notifications are so far behind you won’t get a notice your flight is boarding until you’ve already (hopefully) landed at your destination. The one bright side is easy access to terminal maps in the app. But this app and this airline are in desperate need of an update in user friendliness.

1 year ago, jessi727

Outdated, glitchy, frustrating app.

Not sure why so many people are posting reviews/complaints about the airline or specific flights lol. Nobody will see it, and nothing will be done to address your issue here. Review the app, for goodness sake and take your complaints to customer service! Anyway. More often than not, this app is glitchy. I often get an error message when purchasing flights, but then will see my credit card was charged. For a week now I’ve been attempting to purchase a multi-city flight that’s listed at $937. However each time I get to the payment screen I receive an error message saying these flights are no longer available, despite wide open availability. While chatting with customer service through the app, they gave me a price of over $3k! I’m STILL unable to purchase this itinerary at the price listed on the website/app. Forget about using a trip credit or flight credit on the app. I’ve had to call or chat in order to get those applied. Last time the hold time was over 9 HOURS. (Tip: go to payment screen and select the option to put your tickets on hold while waiting for an agent in order to lock in your price and hold your seats). It’s also a tossup as to whether I’ll be able to get a mobile boarding pass through the app. Sometimes it works, sometimes it doesn’t. It would be nice to be able to link separate itineraries without having to call, and I’d love to see the option to pool miles within the family.

1 year ago, WILLHE BOY

Forgot about Early boarding for disabled

We were at our gate in Phoenix on February 27, 2023. I let them know AT THE GATE ahead of boarding that I have a disability and need a little more time to board. I was traveling first class and in the priority 1 boarding but couldn’t stand in the long line to wait so I sat close by. When it came time to board they never said anything so I could start getting on the airplane a few minutes ahead of everyone to allow my body enough time to get there. Then everyone thought I was just cutting in line because American Airlines totally ignored my request when I was told it was not a problem and they would call me to board first. Same person checking my ticket to board the flight ? I was so uncomfortable the rest of the flight and felt so misunderstood by my fellow passengers!!! PLEASE DON’T TELL A DISABLED PASSENGER YOU UNDERSTAND AND WILL TAKE CARE TO GET YOU ON YOUR FLIGHT COMFORTABLY! IT WAS A LIE!!! I felt VERY VERY UPSET! Not all disabled folks are visually disabled! This was unfortunately a HUGE MISTAKE AND LEFT ME FEELING IGNORED AND INSIGNIFICANT! I hope this doesn’t happen to another passenger with disabilities, very disrespectful!

5 years ago, GumbyN

Becoming less useful esp on the Watch

I usually give an app 3 stars if it at least does the minimum across all platforms. This app does not execute it’s features at an acceptable level. Forgetting about the missing features (well documented in other reviews), the watch app is horrendous. It no longer has complications for Apple Watch (not Series 5 paired to to XS Max, anyway). The complication functioning correctly is incredibly important on travel days to keep current with changing gates and departure times. For as a long as I’ve been using the app (across multiple phones and watches now), the watch would usually display incorrect times after connecting in a different time zone. For example, when I go from Florida to someplace else and connect in DFW, the change in time zone wreaked havoc on the app. I would frequently be onboard my 2nd segment and the watch was telling me how long until my 1st segment had to land. That is just nuts... but that is if it would give me flight info at all. Approximately 25% of the time, nothing would update and / or I couldn’t even get my flight to come across from the phone to the watch. Seriously, AA?!

2 months ago, chloeliv

App never works

The app is only ever working when I want to book a flight. When it comes to changing a reservation, choosing seats, or making additional purchases in app, it never works. I always have to call customer service which tells me to go to the app and will hang up on me if I tell the automated voice my actual problem, so I always have to say speak to a representative. Then I’m placed on hold for 30mins to over an hour just to tell them there app doesn’t work and I need to fix a small problem that the app should be able to handle. It’s upsetting and inconvenient. The customer service people also don’t select seats for you even when I’ve paid for preferred seating and ask them to put me in seats then I have to call again or wait till I’m at the airport and pay crazy prices to make sure I have a seat and don’t get kicked off the flight. I’m extremely frustrated with the service I have received. On the other hand, my in flight service is always great with American. But everyone else is set up to fail with the faulty app and website.

Description

With the American Airlines app, you’re covered with the information you need exactly when you need it. Curious about traffic to the airport? Need a mobile boarding pass? Wondering where the closest Admirals Club® lounge is? All of this info and more is available at your fingertips. - Lock Screen widgets: See your next trip's details right from the Lock Screen with our new dynamic widgets. - Dynamic home screen: Knows where you are in your travel journey and gives you easy access to the right tools at the right time. - Mobile boarding pass: Check in for your trip and retrieve your mobile boarding pass. No need to print, and it’s updated along the way. - Flight updates: Get the latest flight updates by simply retrieving your trip and allowing American Airlines to send notifications to your mobile device. - Interactive terminal maps: Navigating airports is a breeze with our interactive terminal maps. Find the closest Admirals Club® lounge or get directions to your connecting gate. - AAdvantage® account details: Review all the details of your AAdvantage® account right from the app. Not an AAdvantage® member? Sign up today. - Upgrade your seat: Request upgrades with ease. Want to see where you are on the list? The app displays the upgrade standby list within 4 hours of your scheduled departure. - Seat selection: Choose or change your seat within the app. Just pick the one you’d like and change it on the spot. - Track your bag: Know exactly where your bag is from the time it leaves your hands to when you extend the handle at your destination. - Save your trip: Your recently viewed trips are automatically saved in the app so you can easily grab the details for your next flight in seconds. - Quick interactions: The American app utilizes Haptic Touch and is Apple watch compatible, giving you quick access to the most important info. - Wi-Fi access in the air: Don’t forget, on flights with Wi-Fi you can use the American app and aa.com at no cost. There’s a new group of flyers out there – The World’s Greatest Flyers. They know that having the right travel tools makes for a great experience. The sky’s the limit with the American Airlines sticker pack! Let friends and family know that you’re traveling, headed to the Admirals Club® lounge to take it easy before taking off, snapping photos at 30,000 feet or that you’ve arrived. Contact Us: 800-222-2377