Review Insights · App Store
American Airlines
American Airlines · 997,623 ratings · ★ 4.8
4.8
★★★★★
997,623 ratings
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Top complaints - extracted from 26 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"flight"
8 negative reviews mention this · 31% of all complaints
★★★★★ "Bate and switch flights. I booked our flights and thought we would have a 3 hour layover in Miami. That flight was canceled and we were automatically rescheduled to have a 9+ hour layover, arriving home at midnight instead of 5:30 pm. We could have changed to an ea…" - The Blanket Lady
2
"american"
7 negative reviews mention this · 27% of all complaints
★★★★★ "American Airlines app. Since the update a few months ago this app never works on my iPhone. I have a newer phone. It is absolutely horrible. You should never have updated it. I can not believe how long it is taking for you to fix your bugs. Your IT people should …" - dswat100
3
"version"
6 negative reviews mention this · 23% of all complaints
★★★★★ "iOS 17. Can’t use the app because I’m forced to download a newer version of iOS. No thank you" - PMIRA015
4
"work"
5 negative reviews mention this · 19% of all complaints
★★★★★ "App Doesn’t Work for Check In. The app says I’m offline when every other app I have is clearly connected to the internet. Location Services is enabled. I couldn’t check in with this busted bloat of an app." - Online88_88
5
"check"
5 negative reviews mention this · 19% of all complaints
★★★★★ "App Doesn’t Work for Check In. The app says I’m offline when every other app I have is clearly connected to the internet. Location Services is enabled. I couldn’t check in with this busted bloat of an app." - Online88_88
6
"update"
4 negative reviews mention this · 15% of all complaints
★★★★★ "Dumb UI update. Who thought a UI update that buries seat selection behind two more clicks was a good dea?" - Zeeky Buggy Dude
7
"airlines"
4 negative reviews mention this · 15% of all complaints
★★★★★ "American Airlines app. Since the update a few months ago this app never works on my iPhone. I have a newer phone. It is absolutely horrible. You should never have updated it. I can not believe how long it is taking for you to fix your bugs. Your IT people should …" - dswat100
8
"american airlines"
4 negative reviews mention this · 15% of all complaints
★★★★★ "American Airlines app. Since the update a few months ago this app never works on my iPhone. I have a newer phone. It is absolutely horrible. You should never have updated it. I can not believe how long it is taking for you to fix your bugs. Your IT people should …" - dswat100
9
"better"
4 negative reviews mention this · 15% of all complaints
★★★★★ "Mr. The airline app not working as supposed to. It is impossible to do check-in. It is impossible to get boarding passes. Better use website based service." - Garunas
10
"cannot"
4 negative reviews mention this · 15% of all complaints
★★★★★ "My rewards points. I cannot find out how many rewards points I have & it’s frustrating!" - Funbunn40
11
"seat"
3 negative reviews mention this · 12% of all complaints
★★★★★ "Dumb UI update. Who thought a UI update that buries seat selection behind two more clicks was a good dea?" - Zeeky Buggy Dude
12
"every"
3 negative reviews mention this · 12% of all complaints
★★★★★ "App Doesn’t Work for Check In. The app says I’m offline when every other app I have is clearly connected to the internet. Location Services is enabled. I couldn’t check in with this busted bloat of an app." - Online88_88
📋 All 26 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
App Doesn’t Work for Check In
The app says I’m offline when every other app I have is clearly connected to the internet. Location Services is enabled. I couldn’t check in with this busted bloat of an app.
American Airlines app
Since the update a few months ago this app never works on my iPhone. I have a newer phone. It is absolutely horrible. You should never have updated it. I can not believe how long it is taking for you to fix your bugs. Your IT people should be fired.
iOS 17
Can’t use the app because I’m forced to download a newer version of iOS. No thank you
Mr
The airline app not working as supposed to. It is impossible to do check-in. It is impossible to get boarding passes. Better use website based service.
1
🙄
Fix this new app version, please
This was not ready for release. It’s causing travel delays. Can’t see accurate seats, data isn’t syncing for some flights and is fine for others, standby and upgrade lists aren’t loading. Change seat menu won’t show seats for some flights, will for others, can’t change seats - but can ok the browser version fine. Whats worse is some ticket menus won’t load at all.
This was not ready for release. It’s causing travel delays - fix this!
This was not ready for release. It’s causing travel delays - fix this!
Terrible check-in
Have tried to get on an earlier standby flight multiple times. App says there are no seats available even though I can see multiple seats available. Went to check in for the original flight upgraded my seat to first class. And then got a notice that they were unable to process on my American Airlines credit card. Ridiculous.
Won’t work on ios17 version of app
App will not work on my iPad which is running fine on ios17, and no longer eligible to upgrade. I sound like an old man shaking his fist at the clouds, but this is a perfectly good device, and American’s app is the first one that has upgraded me into obsolescence.
My rewards points
I cannot find out how many rewards points I have & it’s frustrating!
Secure info transfer
Every other app knows that I’m me when booked by a third party but AA makes it impossible to attach my KTN to a third party booking by an agent.
No support for older devices? Seriously?
Not only has American done me wrong on multiple occasions by failing to provide compensation after a 14 hour delay that was not weather related, but now this is the only airline app I’ve used that outright fails to work on older devices. Do better
Nonfunctional
The app simply does not work. I am unable to check in to my flight because my passport is at home, not on me. The app says I have to option to enter the info manually instead of scanning it, but when I have done so and saved the info, it just brings me back to the screen saying I need to verify my travel documents. Also, neither the app or website are able to understand that my given name, listed on my passport, drivers license, and birth certificate, is in fact my name. It is very frustrating that I can not enter my actual name on these fields because their computers are too stupid to understand a hyphen.
Receipts
Unable to itemize baggage fess and charges from flight attendant. Need PDF format
Can’t login
App is broken and a blank screen comes up to login. Can’t do anything on the app because I can’t login. I have tried every trick and tip. AA won’t help either.
Shameful
AA claims the Landline Company - the bus we take from Philly to Avp - AND pay the same money as a flight - is a luxury bus. ITS NOT!! I’m 5’9” and I don’t fit. My knees are jammed into the tray table. It’s also dirty! Shameful how little American Airlines cares about their customers! Everyone is disgusted with this filthy excuse for a luxury bus. You should pay us to take it. AVP needs to step in and demand better or others like me will drive to literally ANY other airport to fly with another carrier. We deserve better so Do better.
App is not user friendly
The app does not allow you to enroll. Entered required personal information and submit; the app states highlighted fields need to be corrected and does not display any highlighted fields. Ultimately not able to log in using the app. Useless…
👎
Worst app ever
Forcing update
Cannot use the app without downloading their newest update that requires IOS 18. Such an inconvenience since I am electing not to update to that IOS.
App Needs Updating?
My iPad Mini is up-to-date with version 15. The AA app won’t work unless I’m on version 18, and keeps giving error messages and no access to the in-flight entertainment. Do better American.
Don’t force an update
Loved the app until today. I went to check my flight and was kicked out because app wasn’t updated, and I can’t update without updating to latest IOS. This is a ridiculous choice or oversight, as app had been fully updated until the most recent one and functioned perfectly. I should still be able to use an older version to access my tickets and check in for flights. I hope they fix this because it’s a complete joke
Can’t use without updating to iOS 18
Should be a way to be backwards compatible ios18 isn’t that old fix your app AA not updating don’t want Ai junk on my phone
Your new app requires IOS 18
I cannot access your app at all. IOS 18 is not available for me yet.
Dumb UI update
Who thought a UI update that buries seat selection behind two more clicks was a good dea?
Bate and switch flights
I booked our flights and thought we would have a 3 hour layover in Miami. That flight was canceled and we were automatically rescheduled to have a 9+ hour layover, arriving home at midnight instead of 5:30 pm. We could have changed to an earlier flight for $400. No thank you!
Complicated
The app is complicated. It’s hard to use travel and flight credits.
Wrong boarding pass displayed
I recently joined the American Advantage loyalty program and was traveling with my family. The app would only display my wife’s boarding pass (not mine). After many texts with customer service the help desk eventually said the app cannot always display the correct boarding pass and I would need to go to a kiosk to get a paper version. It is disappointing that American Airlines cannot develop an app that can display the correct boarding pass!!
Sentiment summary
96%
Positive (4-5★)
0%
Neutral (3★)
4%
Negative (1-2★)