American Airlines Customer ServiceAmerican Airlines

American Airlines Customer Service

  1. American Airlines Customer Service
  2. American Airlines App Comments & Reviews (2024)
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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

American Airlines App Comments & Reviews

American Airlines Positive Reviews

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..Version: 2021.03

Rather impressedAirlines 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..Version: 2023.16

Terrible appTerrible 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..Version: 5.10.6

The app is greatI 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..Version: 5.11.4

No allowance for nor providing 1st class and split up husband and wifeMy 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..Version: 2022.05

Other airline apps are faster, more reliable, and less confusingThis 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..Version: 2024.2

Issue on flight 594On 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..Version: 2022.16

App works as advertisedI’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.Version: 2023.21

Saved me so much timeI 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..Version: 2020.20.1

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!.Version: 5.14.0

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..Version: 5.5.0

American Airlines Always Beats ExpectationsI 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!!!.Version: 2024.15

Rude staff, need to update planesI 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..Version: 2022.22.1

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!!.Version: 5.12.3

Great App, Continuous DevelopmentI 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!.Version: 5.13.4

Check in function not workingGenerally a great app but today while checking in, it kept erasing all the address data entered and took me back to the first address line.Version: 2023.16

Canadian dollarThe app should be able to switch between US dollar and Canadian dollar!!.Version: 2024.6

Passport will not scan using phoneSo if you cannot scan it there is a manual option but it does not work either!.Version: 2024.5

Excellent experienceAA is excellent, and AA experience was fantastic.Version: 2023.18

Was Good ExceptEverything was good except outrageous manager at gate C28 at DFW airport upon getting on our flight. Totally rude and inappropriate.Version: 2023.3

AmazingVery easy to use!.Version: 2023.13

Very good besides some bugsVery good app to manage the trip to check in and to have the boarding pass. However, it happens that there are bugs very often so you cannot check in your flight… specially with the new VeriFLY app..Version: 2023.1

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American Airlines iPhone Images
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American Airlines iPad Images
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