• 70 users bookmarked
  • Who is this report for?
    • Airline Operations Manager
    • Customer Service Strategist
    • Travel Industry Analyst
    • Brand Reputation Manager
    • Customer Experience Officer
American Airlines Customer Reviews Reveal Operational and Service Issues

Explore American Airlines Feedback Insights & Solutions

American Airlines faces significant customer dissatisfaction, with numerous reviews highlighting flight cancellations, delays, and poor communication. Travelers reported instances of flights being rescheduled without notice, leading to missed connections and inconvenient logistics. The overall sentiment indicates a lack of empathy from staff, particularly during stressful situations. Customers expressed frustrations over inadequate customer service, including unhelpful staff interactions and unresolved complaints. Positive mentions were scarce, with only a few acknowledging helpful agents. Overall, travelers are increasingly exploring alternative airlines due to these negative experiences, suggesting a pressing need for American Airlines to improve its operational reliability and customer service efforts.

Source: Tripadvisor Reviews of American Airlines

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Customer Feedback Analysis of American Airlines

Uncover the truth behind American Airlines' customer feedback. Dive into issues like delays & poor service in our report.

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Custom Date - Jul 09, 2025
Popular Phrases (limited preview)
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Featured Content
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  • Myla was the best!

    Myla was the absolute best person I’ve spoke with! Her customer service was amazing! She was patient with me and went out of her way to help me with changing and fixing my flight. I think she 100% needs a raise for how polite and helpful she is!

    Sentiment
    • Positive
    Content
    • Customer Service Issues
    Jun 29, 2025
  • Worst customer service ever

    Worst customer service ever at Birmingham, Alabama, very small airport. Agents are snippy and won’t make any effort to accommodate you if you are 1 minute late to check a bag. They simply don’t care.

    Sentiment
    • Negative
    Content
    • Rude Staff
    Jun 29, 2025
  • Schedule Change--No Notification

    AA changed our flight schedule resulting in a 3 hour connection in DFW and never notified us!!! Had to discover the change on my own by checking my Advantage account!
    Not Good AA and this to a platinum pro customer!!! Get it together folks!

    Sentiment
    • Negative
    Content
    • Communication Problems
    Jun 29, 2025
  • Myla was the best!

    Myla was the absolute best person I’ve spoke with! Her customer service was amazing! She was patient with me and went out of her way to help me with changing and fixing my flight. I think she 100% needs a raise for how polite and helpful she is!

    Sentiment
    • Positive
    Content
    • Customer Service Issues
    Jun 29, 2025
  • Worst customer service ever

    Worst customer service ever at Birmingham, Alabama, very small airport. Agents are snippy and won’t make any effort to accommodate you if you are 1 minute late to check a bag. They simply don’t care.

    Sentiment
    • Negative
    Content
    • Rude Staff
    Jun 29, 2025
  • Schedule Change--No Notification

    AA changed our flight schedule resulting in a 3 hour connection in DFW and never notified us!!! Had to discover the change on my own by checking my Advantage account!
    Not Good AA and this to a platinum pro customer!!! Get it together folks!

    Sentiment
    • Negative
    Content
    • Communication Problems
    Jun 29, 2025
  • See All Reviews
Sentiment Analysis (limited preview)
-90 Net Promoter
Score
Popular Topics (limited preview)
Languages (limited preview)
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  • This page displays purchase options and a preview of the customer feedback analysis report for American Airlines based on online reviews collected from Tripadvisor. The analysis helps Airline Operations Manager, Customer Service Strategist, Travel Industry Analyst, Brand Reputation Manager, Customer Experience Officer to discover insights into what people love, dislike, and need.

  • This report contains qualitative analysis with Net Promoter Score, Sentiment Analysis, content classification, most popular phrases, languages and a trend graph to display how the context changes over time. After purchasing the report, you can search in customer feedback and filter results based on classification labels and popular phrases. Also, the analysis is available in PDF and PowerPoint formats, and all the reviews are available in Excel.

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