American Airlines

Airlines & Aviation • USwww.aa.com

Review data last updated August 16, 2026.

Request Custom AnalysisSign up free to see everything

Based on public reviews and response behavior.

Overall Score

33/100

+66.7 vs. last month1.37 ★ average rating · 650 reviews

Competitive Performance Rank

Among fully-analyzed Airlines & Aviation companies

#20of 41

Top 49% · Upper Half

#1 (best)#41 (worst)

#18Peer

#19Peer

#20This company

#21Peer

#22Peer

Overall Customer Sentiment

Above Average

20% of reviews positive, 79% negative

20%

positive

Positive20%
Neutral1%
Negative79%

Sentiment Balance

Covering June 2026 — 3 reviews, not the company's full review history.

Positive sentiment

Neutral sentiment

Negative sentiment

—

positive

Positive—
Neutral—
Negative—

Takeaway: Positive sentiment accounts for 100% of reviews in this period, with 0% negative and 0% neutral.

Sentiment Trend Over Time

Reviews (Count)

Showing 635 reviews across the months with enough data to chart reliably (min 3/month), most recent: June 2026.

Sentiment has been improving over the period shown.

Theme Distribution

Share of theme mentions

Customer Support

18.0%

Response Speed

16.1%

Loyalty

15.7%

Delivery Shipping

13.2%

Pricing

10.4%

Most feedback concerns Customer Support.

The most common complaint theme is Customer Support, making up 18.0% of all theme mentions.

Churn Signal Score

Rule-based: negative-review share, churn-intent phrases, and sentiment movement over time.

HIGH89/100

89/100

signal score

•Built from a negative-review share of 79.4% across this company's analyzed reviews.
•33 reviews contain phrases that signal intent to leave, such as cancelling or switching provider.
•Recent reviews are less negative than earlier ones, which pulls the signal down.

Reviewer Breakdown

Star split and recent-versus-earlier sentiment.

1.4avg rating

5★

6.3%

4★

1.5%

3★

1.7%

2★

4.2%

1★

86.3%

Based on 650 analyzed reviews. Sentiment is improving: 100.0% of reviews in the last three months were positive, compared with 66.7% in the three months before that.

Unlock full insights