American Airlines Customer Service

User Reviews, Ratings and Comments

American Airlines customer service is ranked #256 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 42.96 out of a possible 200 based upon 1018 ratings. This score rates American Airlines customer service and customer support as Disappointing.

NEGATIVE Comments

882 Negative Comments out of 1,018 Total Comments is 86.64%.

POSITIVE Comments

136 Positive Comments out of 1,018 Total Comments is 13.36%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • American Airlines

    Customer Service Scoreboard

    • 42.96 Overall Rating
      (out of 200 possible)
    • 882 negative comments (86.64%)
    • 136 positive comments (13.36%)
    • 1 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.6 Issue Resolution
    • 2.8 Reachability
    • 2.1 Cancellation
    • 3.7 Friendliness
    • 3.6 Product Knowledge

Add your review!

Posted by Don’t fly American


Don't fly. 3 out of 6 flights delayed. Stranded in Chicago for over 11 hours because of "maintenance". Avoid this scam company like the plague and go with any other airline, even spirit.

Posted by KAITAO


AA customer service is terrible. AA136 on Sept 30 was interrupted maybe by a crazy drunk guy and diverted to JFK. the departure was set at 2:30 am but it delayed multiple times to after 7pm, more than 16 hours. No explanation why it took so long, no customer care agents ever reached out to anxious passengers. they don't care for passengers.

Posted by Debi


Worst Ever service,the supervisor was so rude and promotes a culture of egregious behavior. Three at the service counter and all three were rude and horrible..steer clear of AA

Posted by Kathleen


I lost my carryon at Lexington, a tiny airport in Kentucky. I made a bunch of phone calls and discovered that someone had picked it up and taken it to the Airport Operations office. I we explained to the gate agent, who said she would get my bag put on the next flight to Philadelphia. When I got home, I had a message from her saying that I had to call American. After dealing with their really bad robo prompts, which took me in circles, I spoke to a representative who said he couldn't help me over the phone; though I told him exactly where the bag could be located, I had to file a lost and found form online-- but not on my phone or on the app. That would be too easy and servicey. So I completed the form online and included the phone, text, and fax numbers for the office where my bag could be found quickly and put on a plane. After 6 hours of repeatedly checking back online and learning that my lost and found report had not been tied to any missing item, I tried calling American again. Needless to say, there are no prompts that have anything to do with the lost and found. There is also no phone number to call for the lost and found. I finally got someone in baggage, who directed me to call the operations office in Lexington again. Where my bag had been sitting for 9 hours already. The representative informed me that there was no one I could talk to, there was no phone number for lost and found, and it might take days or weeks for someone to find my bag. Even though I had detailed over the phone and through online form exactly where that bag was inside the operations office of a tiny airport. And since it is a carry-on bag with no checked baggage tag, he said might not want to send it to me anyway. He said the only one who could help me was the lost and found office in Lexington, the first call of made 9 hours earlier. Huh? I kept repeating that I had already spoken to someone in that office and that they were already holding my bag there, waiting for it to be picked up and put on the "next flight" to Philadelphia. It just kept going and going like Groundhog Day. Believe it or not, this is a very long story short. RIDICULOUS. Worst service ever. Tomorrow I have to fly out again, not on American Airlines for sure, and not with my prescription drugs. They're in my carry-on bag.

Posted by Chelsea


I had an issue when booking my flight with expedia. Everything declined but the AA ticket was still being charged to my card which I didn't want it to. I didn't want just a flight booked one way. Anyways, I called to ask if it was declined. The guy was really rude and I was being nice and just asking. He then cut me off by hanging up when I was saying I had another question. I called back again with a different guy answering. He then transferred me to the first guy after being rude. The first guy tried to speak over me while I was trying to ask a different question saying "WE ALREADY ANSWERED YOUR QUESTION AND TOLD YOU WHAT YOU NEEDED TO DO!" I said I have a different question and he replied rudely back, "WHAT IS IT!?" I've never been spoken to with such disrespect from customer service.

Posted by LTH


The customer relation rep was not listening and did not care about security issues
that is the responsibility of an airline at the DFW airport.
It was like talking to a piece of stone.
They are not accountable and I am the highest tier.
They have real serious problems and I was just told not interested. Wow!

Posted by Ingrid wyatt


I'm very dissatisfied with my experience with American Airlines today. I tried to use my Citi advantage card to check 1 bag luggage in free and was denied. Had to pay $30 twice because apparently going to Miami from Cleveland and back wasn't a domestic flight and wasn't told this when I purchased the card. Even after speaking to an agent from Citi advantage the day before our flight, the issue of domestic or international didn't come up. I was/is still very upset. Then American Airlines changed our departure flight just like that. Forcing us to remain in the Miami airport for literally 11 hrs. And then kept changing our gate number. Literally 4 times. If we didn't check ourselves, we would miss this late flight. Terrible service. We will never use American Airlines again and my family and I are repeat customers. We will pay more and use Delta going forward for our air transportation.

Posted by Anonymous


I have AA advantage with a promise or 2 round trip tickets in continental US . When I called to book the cost of just one ticket was closer to the cost or traveling without any bonus points. None the promise were as stated. The lady was rude and I asked for a supervisor who was even more rude. None or what I was promised to obtain or to use my miles were true. I am asking for e swift and reasonable resolution to this situation.

Posted by Tonyl


We sat on a plane to Aruba for 4 hours waiting for various maintenance issues to be resolved. The cabin temperature was oppressive and we weren't offered water. Both of these items an a violation of their commitment to customers. After 4 hours we were told to deplane and that this plane is out of service. We were then reassigned to another flight and we sat in the terminal for 3 hours before they informed us that the flight was cancelled and rebooked for the next day.

Posted by SN


I paid extra for Mai cabin and have used my carry on with expanded size. The storage cabins were empty and still the people at the gate made me checkin by saying the flight is different and my carry on will not fit.
This is the dumbest thing I have heard in a long time.

Just random harassment

Posted by Axvanor


Having an already delay flight be longer due to flight attendance sit and not paying attention.it bad the captain on flight 4017 had to get them in the waiting area.

Posted by Missy


Worst customer service I have ever experienced. They denied my dogs on the plane once because my kids weren't on their sponsors orders nor were the dogs. So they missed their flight. The next time we tried they denied the dogs because the kennels were to small and mind you Alaskan Airlines allowed the dogs to travel in the same kennel. The agents at the Kansas airport would roll their eyes and refused to get a supervisor. Now we have to fly (not on American Airlines) rent a uhaul and bring my kids and my dogs that way all because they didn't want ti assist in anyway. This is how American airlines treats military members and their families.

Posted by Anonymous


Why does this airline book flights and do not gave enough seating at the airport gates? I am 67 and have been standing for 2 hours waiting for flight 2864 to Phoenix. Seems they lost the plane but we are all standibg. What is wrong with you people?

Posted by Lauren


American Airlines call Center is garbage. Good luck even getting through if you need to call. American Airlines overcharged me $1000 for preferred seat upgrades. After waiting days and days to actually get through in the Call center I spoke to Conrad, who seemed utterly confused as to why I was asking what I was going to be refunded and when I was going to be refunded. After sitting on hold while Conrad talk to his supervisor, he then got back on the phone and hung up on me. If I had any other option than flying American Airlines from my trip, I would absolutely Pick it. American Airlines, you should really work on your call-center because your customer service sucks.

Posted by Anonymous


Sat on tarmac at LAX at 1015-1115 pm after landing for 1.0 hours. American airline is a joke. Will NEVER fly them again.

Posted by Anonymous


Tried upgrading my flight to first class. No option on the website. Called customer support and they said the system won't allow it. No help at all. I'm trying to give them money and they are refusing it...

Posted by Jmoldex


American airlines is horrible. They delayed people on the way to their destination and they stranded same people with young children in a big city lay over airport over night on their way home.

Posted by Anonymous


Took flight AA 4693 from Nashville to DCA on evening of 1/26/2023. About 45 minutes into flight hit the worst turbulence of my life. No forewarning it was coming. Plane rocked violently and I was terrified. Grateful that the pilots brought the plane through but no explanation or apology at all. Some passengers were in tears.

Posted by Anonymous


Their service of customer complaints is non-existent,
they should fire their CEO as the failure comes from the leaders of the company.

Posted by Mike Piper


After flying with AA for over 20 years and having spent literally over $30,000 on flights, I will never use them again. Their customer service is horrible and they completely ruined my last trip to the point it cost me an additional 900$ in new ticket fees, delayed luggage etc. I am so utterly disappointed with this airline.

Posted by Anonymous


Worse than Spirit and Frontier!

Posted by Anonymous


By far the worst airlines on the planet. First our flight is delayed 2 hours because of crew rest. Was told the plane had a problem the night before that caused the plane to get in late. Then as we are taxing out the pilot comes on the intercom and tells us that the plane has the same problem as the night before. The plane sat for 8.5 hours and they didn't realize the plane was broke until it was time to leave. Now taxing back to the gate after an hour sitting on the taxi way. Incompetence at its finest.

Posted by adam


Customer Service is their weakest skills, not the right types of person in the job. Rude, unfriendly, not a listener certainly and many more unprofessional personnel. Reservation is similar too that, except yeah they may get you a ticket or boarding pass at least sometimes. All and all the employee just need to know how to serve customers in decent way in this industry.

Posted by squares


This AAdvanatge Miles is the worst customer service I ever know in m life. They dont like any of your questions and they cant answer any of your questions but telling you this is not my area, and they will disconnect you. I have experienced many times and being consistent, few times I recongnize is the same person I believe.

Posted by Lgfjr58


This is just crazy. Gave my seat away with a boarding pass established. Boarding not closed and was denied my seat.
Customer service was very aggressive at best with here is your boarding pass for a new flight with basically get away from us.
I left American because of their poor customer service. I guess things haven't changed much. Too bad they just don't get it. I have the same in my community the outcome is less business to attend to the public. So tired of this type of business offerings. Just go away if you can't compete.

Add your review!

Posted by Kk


Flew from Gulfport to Dallas yesterday. I want to give my appreciation to our flight attendant Melissa.

She was awesome!! So friendly and accommodating to every passenger!

Posted by Anonymous


Saturday 11h July, San Francisco check in staff for 11.59pm flight to Chicago/Toronto
Initially our names not regisered to fly - found
Staff arranged Electronic Travel Authorisation for me on there own phones - my phone dead via Canada gov department
All in time to catch flight!!!!
Thank you profoundly 1 man and 2 wonderful ladies who, as, I guess, immigrants themselves could undersand Scots and Chinese English

Li Cui Ping and William Gardner

Posted by Anonymous


wonderful lady flight attendant on flight AA4666 on May 24th from Regan to Providence. She was very kind and caring , will certainly use your service with employee like her, sincerely, Brenda Weiss

Posted by Anonymous


On April 5th I left for home from the Augusta, GA airport on American. Your employee, JAMES SLADE, was at my check-in desk. What a wonderful representative of American's Customer Service he is. He was caring, helped me with issues and so wonderful to deal with. My flight home started off on such a positive note and renewed my faith in flying, as it seems there are more negatives than positives these days. More employees like James will certainly improve ratings. Caring Customer Service is the answer, regardless of how busy they are.

Posted by ACooper


William Blue was my American Airlines Phone Concierge and I could not have had a better experience! This man deserves a raise. He was able to reroute me without a hassle during the worst winter storm of the 2015-2016 winter. Thank god for this man and thank god for American Airlines.

Posted by Teresa


I would like to recognize agent Kacey Zwier for her outstanding customer service. We were cancelled on the first of 3 flights to Bari Italy with my husband and two children and she went out of her way to help us to reschedule. Other agents took short cuts and told us nothing could be fine but she made it happen for us and another young girl traveling alone.
The young girl didn't have anyway of getting in touch with her driver to pick her up and was worried!!
Thank you Kacey. Hopefully she gets some recognition.

Posted by USN Retired 1229


After speaking to several American Airlines people on the phone, being transferred numerous times one person helped me, Ms. Grace White... The difference was night and day; Ms. White handled all my questions and booked my flights without any issues. It is unbelievable that if one of the other agents asked if I wanted to use miles, I said yes and they transferred me to another department just to wait another hour on hold. One agent lectured me that she had been with the company 28 years and I didn't know what I was talking about when I asked about companion certificates. Ms. White carried on a conversation with me while she worked; it was like I was sitting in front of her. She asked if I was going to use my miles and I said no don't transfer me she laughed and took care of everything. This young lady needs to be cloned.... She needs to teach your agents to be more personable... I always like to make sure companies know when an employee goes above and beyond when it comes to customer service. Friendliness only applies to Ms. White... Product/Service Knowledge doesn't apply to the first group of people I spoke to.

Posted by Anonymous


want to give all my gratitude to Sharon Beach on march 29 on Las Vegas AA counter she helped me so much with an "ilegal connection" my flying agent had booked for me on my trip back home in Chile. She really made the difference between a computer and a kind helping woman

Posted by Anonymous


I was on the American Airlines flight from LAX to Maui, HI, Tuesday, 2/17/15. I do get motion sick, but not normally on a 'plane. There was a great deal of turbulence and I felt horrible. I attempted to go to the restroom even though the seat belt sign was on and a flight attendant (Kehau) stopped me and helped me. She seated me across from her, got me a flat stool for my feet, a cold compress for my forehead and neck, a bag to use if I needed it, and then some ginger ale. Another attendant also asked if I needed ice chips. I didn't get her name. I was extremely glad to arrive in Hawaii and very thankful for Kehau's attention. She is definitely an asset to your company.

Posted by JonSimon


Rarely had to wait on hold. When I did have to wait on hold they gave me the call back option which works just fine.

Posted by Susan


I would like to take this time to give very positive feedback on one of your employees his name is ANCELOT out of LA airport. On 5/1/14 we flew from Kona Hawaii to LA missed our connecting flight to Reno, NV because the flight was late getting in to LA. ANCELOT was the only staff that was helpful, kind, pleasant, knowledgeable to assist us. I am sorry it took so long to give feedback but I really feel this man is an total asset to your company and should be recognized I don't know his last name. I believe it was the day that all the computers where messed up because all flights were late. Anyway my Advantage number is 40V0ED0. Thank you again I do hope this gentleman will get feedback. Thank you Susan Kennedy

Posted by Anonymous


On May 4th I flew your American Eagles flight 2802 from DFW to SPGFLD, MO. The steward on the flight was exceptional. I am elderly and don't walk well. He came out of the plane, and carried my carry-on for me, and escorted me to my seat. When serving beverages he called me by name when asking what I would like. He came back 30 minutes later to see if I needed anything more. He made me feel like a valued customer. I would like to give him a commendation for his genuine concern and kindness. I believe his name is Raysan. He is a great asset to American Airlines. Sincerely, Cheryl Schmidt

Posted by Rowalla


We (4 of us) was staying on Cayman Islands with a flight out on 2/11/2014 with another airline. The weather caused our flight to be cancelled and the personnel from this other airline didn't try to help us get off the island. We went to American Airlines personnel and they helped us get 4 tickets off the island and back to the US. I would like to thank the young lady at GCM airport for her help in getting off the island. We left the island around 3:30 pm (est) to Charlotte, NC. I will definitely choose an American Airlines flight 1st over this other airline on next vacation trips.
Thank You American Airlines for your help.

Posted by Anonymous


spoke with grace white today about lost baggage. she was very helpful in locating the bag in tulsa, ok. she was very kind and courteous.

Posted by Anonymous


Steve Raghunan, When I forgot to put my favorite pocket knife in my checked baggage, he offered to find my bag and put it in. not being able to find it he mailed to me. This was in Atlanta when things were messed up cause of weather and things were VERY busy. He is a positive man and you should reward him.

Posted by viola


my daughter needs a wheel chair and when she got to Indy airport all was well, great service. she arrived at Dallas and was told her fly was 40 min late. They sent her to 4 gates, things were still good. the person who wheeled her to the gate left her thinking ,I am sure that she was at the correct gate. The lady at the gate told her .Her gate was changed for the firth time.NO ONE CAME TO HELP HER so she tied to wheel her self and was unable to do so .some very nice passenger took her to her gate. And the air lines personal put her on the plane. I was very upset to think they told her to go to another gate but never bothered to get some one to push the Wheel chair

Posted by Anonymous


My wife and I want to comment Brion Inman, Operational Supervisor, who assisted us in a timely fashion to help us reach our desired gate during the Thanksgiving holidays. Thanks to Brion we made our destination on time. He is the consummate professional.

Posted by Charlie


I want to say thank you to Johnathen Gonzalez Echevarria for his help. On Thursday 10th October I flew from Waterloo, ON to Chicago, IL to connect to a flight bound for San Jose. Due to the line at customs, I had a long wait to be cleared. Despite asking for help so that I didn't miss my flight, the customs officials did nothing. Consequently others in the line with me missed their flights. If it had not been for the American Airline personnel who helped me once I got out of the custom's hall, I too would have missed my connecting flight. They retrieved my suitcase, dropped it at the AA check-in and raced me to the shuttle. Then, while they got me into the front of the line for security clearance, Johnathen Gonzalez Echevarria phoned the gate and told them we were coming. He then took my backpack and sprinted all the way to the gate with me running after him. It was a long way. The gate staff were waiting and I was allowed onto the plane. Johnathen did his best to get me to that plane and he did it with good cheer and exceptional professionalism. Thank you for what you did. His colleague was very helpful too...just not as fast as Johnathen and me, so I did not get her name! Thank you both.

Posted by Don't know what this is


I would like to thank and praise your employee Robin Anderson. We are seniors trying to book our tickets online. She was so helpful and patient with us. We certainly appreciate having people like her available to help seniors like us who struggle with the digital world!

April 22, 2013

Posted by Sunnyall


I recently completed four American flights and all were VERY WELL done. From Charlotte to Grenada via Miami and the bag check was free and the planes mainline planes were new 737-800's, one with the great new flag on the tail.
Only negative if there was one, was a $6 sandwich which was my breakfast on an early flight from Grenada.
Good Job American!

Posted by Anonymous


I would like to give a kudo to one of your agents at DCA airport. My husband had food poisoning and we had to rebook our flight home. I rebooked our flight on the phone and was told we could return economy but not first class due to lack of availability. When we got to the counter I asked if there were any first class seats available as that is what we were originally booked on. He MADE it happen and gave us priority booking. So, many thanks to Mr. Lee at DCA as he could see that my husband was not doing well. It helped to have a better seat as he is 6' 8" and would have been otherwise miserable. So, there was an agent who understood and made an effort to accomodate the customer.

Posted by Jan


Bravo to American Airlines...my husband left his computer on the plane, when we landed in Tampa....he had not realized this. We received a call from American letting us know that the computer was being held for him at the AA office. What great follow through by the airline staff. We retrieved the computer and all is well. kudos to AA....

Posted by Ana


Needed to use my credit from 2012 and the expiration date was on 3/10/13. Contacted on 3/10/13 and requested to buy a ticket with penalty but use the rest of the credit and add the difference. I was denied, I need help!!

Posted by klj


This morning at the des moines international airport colleen was very helpful. The other clerk. Who worked with her was rude and would not help me because she was too busy. Colleen noticed and even tho she was helpingf another person she said she would help me. The other clerk was prwetty and has an accent and was obviously too important to do her job. This occurred between 7:40 and 8 on 1-29-13 in the morning. People like colleen need to be commended and the other clerk needs to find another job not in serving customers.

Posted by Petra Clark


l am writing this letter on one of your employee Petra Clark she was so helpful to me and you should be proud to have her as a supervisor for your company, thank you John

Submit your comment

Posted by Wally1


Most people who find it necessary to post negative comments are the ones travelling for the first time, and looking for something free after buying a ticket; those of us who are members of this great Airline (I have been an AADvantage member since Sept. 27, 1987)and have had great & memorable experiences with most (if not all of the employees I come in contact with, the latest of which was on Saturday March 12, 2011 when reservations were made for my wife & I to travel to a Caribbean Island for our annual winter vacation. To say that agent Kim Davis (No. 689621) went out of her way to accomodate all mof my requests, especially with my wife travelling from a northern city (1, 700 miles away), while I'll be travelling from Houston, meeting up in Miami, would be putting it mildly. Credit needs to be given where credit is due, and given with the same intensity like those of complaints, and i do trust that the naysayers out there who are apt to complain will find it necessary to give credit to the next agent & or flight attendant who shows that he/she is just an employee doing his/her job.

Awards

We are proud to recognize the companies providing the best customer service each year within their industry.

Company Replies

Authorized representatives of American Airlines can sign up to reply to any of the comments found on this page.

Sign Up | Sign In

Contact Information
Baggage Service department
800-535-5225
General Customer Service
800-433-7300

American Airlines customer service phone number including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.
Corporate Office

Locate the American Airlines corporate office headquarters phone number, address and more at CorporateOfficeOwl.com.

Get Help Online

Get immediate support for your American Airlines questions from HelpOwl.com.

Reviews & Ratings

View thousands of American Airlines user reviews and customer ratings available at ReviewOwl.com.

Company News
Will American Airlines bar customers from changing a ticket?
Photo by: Jeremy Dwyer-Lindgren, special to USA TODAY. American ..... Charles Alford, a US Airways customer service worker from Raleigh/Durham, proudly shows off his boarding pass to be on the last-ever US Airways flight on Oct. 16, 2015, in... 19 / 33.
American Airlines enters burger contest, but loses to fellow underdog the New York Mets
I would have expected it to be worse," said Tracey Pelella, a 56-year-old customer service director for a utility company in Connecticut, who said she sampled more than a dozen burgers. "I'm surprised American is even here." Craig Messmer, a mechanical ...
Chicago Coming to Athens: American Airlines to Launch New Daily Direct Flight
American Airlines announced a nonstop daily service from Chicago's O'Hare International Airport to Athens for the 2019 summer season. The service on a Boeing 787-Dreamliner will start on May 3, 2019. The Athens airport hailed the news: “Chicago is ...