Where does American Airlines rank in customer service?

Enhancing the customer experience Providing exceptional service is crucial to American's success, and we continue to be recognized for our efforts. For the fifth consecutive year, American received a prestigious Five Star rating in The APEX Official Airline Ratings – Global Airline category in 2022.



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As of 2023, the US American airline with the highest customer satisfaction index score was Alaska Airlines, with an ACSI score of 81. This was significantly above the average for all airlines, which stood at a score of 76 in 2023.

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In 2022 , Frontier Airlines reported 20.26 customer complaints for each 100,000 enplanements on domestic-scheduled operations. This was the highest rate of customer complaints among U.S. carriers.

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British Airways is a British carrier. Frequent travelers give the airline an average rating of 7.3/10. This is above the general average . Over the last 12 months the rating has been trending upwards.

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Voted the top airline in 2019 for keeping customers smiling, Alaska Airlines also has perks employees love to enjoy. With an impressive 82% employee approval rating and customers who love the rewards and benefits offered to fly with them, Alaska Airlines doesn't give anyone the cold shoulder.

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United Airlines, Delta Air Lines, American Airlines and Southwest Airlines are the top ranked airlines based on 2022 domestic market share. Delta operates out of Atlanta, and Hartsfield-Jackson Atlanta International Airport, Delta's hub, sees the most passenger traffic in the United States.

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American Airlines is a American carrier. Frequent travelers give the airline an average rating of 7.2/10. This is below the general average .

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For aspiring flight attendants, Delta Air Lines, ranked by its employees as one of the best places to work, is also one of the most difficult places to get a job. It's harder to get invited to Delta flight attendant training than it is to get into Harvard University.

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Here's the ranking of US airlines from MOST complaints in May 2022 to LEAST complaints in May 2022:
  • American Airlines (575 complaints)
  • United Airlines (400 complaints)
  • Frontier Airlines (301 complaints)
  • Delta Air Lines (281 complaints)
  • Spirit Airlines (269 complaints)
  • JetBlue Airways (244 complaints)


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Best Airline Staff in North America 2023
  • Delta Air Lines.
  • Alaska Airlines.
  • Air Canada.
  • WestJet.
  • Sun Country Airlines.
  • Southwest Airlines.
  • Air Transat.
  • jetBlue Airways.


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In the competition between British Airways versus American Airlines, there's a clear winner: American Airlines. American Airlines provides a much more extensive route for U.S.-based flyers, additional credit card options, more valuable miles and lower fees.

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  1. 1 British Airways61%
  2. 2 Virgin Atlantic47%
  3. 3 Emirates47%
  4. 4 TUI Airways46%
  5. 5 Jet2.com45%
  6. 6 EasyJet43%
  7. 7 Qantas43%
  8. 8 Qatar Airways42%


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In fact, American outranked United on most metrics in our 2023 Best-Of Awards analysis of major domestic carriers. But United has a few things going for it, including its credit card perks, more legroom in economy plus and the luxurious Polaris class.

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First, the good news: The Official Airline Guide has ranked American Airlines in the top three most punctual airlines, so your chances of experiencing a delay are less likely than with most others (except for Hawaiian Airlines and Delta Air Lines, which ranked first and second, respectively).

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