A woman kicks back in her airplane seat and queues up some in-flight entertainment

Serving our customers

American Airlines flies to more than 350 destinations in the United States and internationally, and we are committed to providing our customers with a world-class travel experience. While comfort and convenience are essential aspects of our service offerings, we know that dependability and reliability are the foundation for meeting our customers’ needs. Our chief priority is getting passengers to their destinations safely, on schedule and with their baggage in tow.

Reaching record customer satisfaction levels

We rigorously measure and track customer satisfaction through surveys. The feedback we receive helps drive our customer service initiatives at the airport and in the air. Based on a sampling of approximately 3 million customer surveys, American’s Likelihood to Recommend (LTR) score — a key satisfaction indicator — reached a record high in 2023. Going forward, we expect to make Net Promoter Score our core customer satisfaction metric. Among its benefits, NPS is a more commonly used industry standard that will allow us to benchmark American’s performance against other carriers and companies.

Our LTR score of 76.6

in 2023 was a company best

A smiling American Airlines staff member hands a man his ticket, in an airport lobby.

Enhancing the customer experience

Providing exceptional service is crucial to American’s success, and we continue to be recognized for our efforts. For the sixth consecutive year, American received a prestigious Five Star rating in The APEX Official Airline Ratings – Global Airline category in 2023. This rating is based on verified customer feedback on the overall travel experience.

Among recent initiatives, we put more power in the hands of customers by enhancing the user experience and travel management options on both aa.com and the American Airlines mobile app. Most customer travel needs can now be met through one of our digital channels. We also rolled out new software across all our airport kiosks to make them faster and easier to use and installed entirely new ones in our largest hubs. These updates help streamline travel for our customers by leading to shorter lines before security. We simplified the management and redemption of travel credits as well.

Being fair and honest in our interactions

We work hard to make our customers' experience a positive one. At the same time, inevitably some of our flights are affected by adverse circumstances — some within our control and others not. When that happens, we have comprehensive policies and processes in place to ensure that American’s customers are treated fairly and receive the assistance they need.

Focusing on operational excellence

American’s operation is more reliable, resilient and adaptable to outside forces than ever before. Our goal is operational excellence no matter the circumstances so that we can provide the best possible experience for our customers. We have focused on improving the tools we can use to manage issues that might otherwise disrupt our operations. For example, our proprietary Smart Gating tool reduces situations where arriving aircraft must wait for an available gate, giving customers more time to make their connections. Our Hub Efficiency Analytics Tool (HEAT) is another example. HEAT dynamically adjusts flight schedules to keep customers, crews and aircraft moving and to avoid cancellations when severe weather and other extraordinary situations threaten to disrupt our schedule.

Serving our customers

Reaching record customer satisfaction levels

Enhancing the customer experience

Being fair and honest in our interactions

Focusing on operational excellence

Sustainability at American Airlines

About American Airlines