Serving our customers

Serving our customers

American Airlines flies to more than 300 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.

Customer surveys

We rigorously measure and track customer satisfaction through customer surveys. The feedback we receive helps drive our customer service initiatives — at the airport and in the air.


Customers respond to our surveys annually

Customer survey

Enhancing the customer experience

Providing exceptional service is crucial to American’s success, and we continue to be recognized for our efforts. For the fourth consecutive year, American received a prestigious Five Star rating in The APEX Official Airline Ratings — Global Airline category in 2021. This rating is based on verified customer feedback on the overall travel experience.

Among recent customer service initiatives, American expanded free in-flight entertainment through exclusive partnerships and reintroduced free access to live sports and news networks for customers traveling on any of American’s domestic narrowbody aircraft. We have also simplified the airport experience at select locations for passengers traveling with children or with anyone needing extra help.

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.

COVID-19 travel support

COVID-19 travel resources

The COVID-19 pandemic remains a part of our lives, and American Airlines customers count on us to provide the travel resources they need to save them time and provide peace of mind. Among these resources, we have expanded the use of Sherpa to provide updates on international travel requirements due to COVID-19 variants. American also partners with VeriFLY and offers customers traveling internationally access to our Ready to Fly checklist. Our trusted COVID-19 testing providers allow customers to take a test at a clinic, at home before their trip or to order a test kit to pack for their return trip.

ESG Resource Center

Visit our ESG Resource Center for links to numerous American Airlines documents, policies, webpages and other sources of information about our company’s approach on various ESG topics.

Environment, Social and Governance at American Airlines

Our annual ESG report details American’s approach to managing our priority ESG issues, along with highlights of our progress and performance during the year.
American Airlines