PissedConsumer.com strives to provide consumers with the right information to make informed purchasing decisions. Our website collected and compiled various consumer reviews about American Airlines and Southwest Airlines as well as customer ratings and recommendations for these brands. Each brand score is calculated based on set of relevant criteria and displays company performance over time.

American Airlines
Southwest Airlines

American Airlines and Southwest Airlines Overview

Total reviews
786
510
Company responses
0
0
Issues resolved
2
3

American Airlines was first mentioned on PissedConsumer on Dec 30, 2007 and since then this brand received 786 reviews. It is 276 reviews more than Southwest Airlines received since Mar 15, 2010. According to received "Issue Resolved" consumers' votes, a consumer is more likely to resolve issues with Southwest Airlines customer support team than with American Airlines customer service.

American Airlines and Southwest Airlines Consumer Ratings

Rank
86 out of 574 in Transport category
39 out of 574 in Transport category
Customer service
58 in category
29 in category
Staff
62 in category
27 in category
Level of Comfort
73 in category
31 in category

According to consumer ratings and reviews, Southwest Airlines ranks 47 points higher in the Transport category than American Airlines. People gave American Airlines 1.3 stars for Customer service criterion in Transport category and it is 134 points higher than the worst rated brand in this category. At the same time, Southwest Airlines was rated 1.6 stars for Customer service criterion in this category and it is 163 points higher than the worst rated brand in this category. If we look at Staff criterion, than we see that Southwest Airlines has a higher rating than American Airlines. Regarding Level of Comfort criterion, consumers gave American Airlines 1.7 stars and it is 62% greater than other in category. Southwest Airlines however was rated 2.2 stars and it is 84% greater than other in category.

American Airlines and Southwest Airlines Rating Details

Customer service
1.3 (281 reviews)
1.6 (229 reviews)
Reviewer's quote

Needless to say I called customer service when I arrived at the hotel to find out a what to do with my lift receipt and secondly yo see if I could get on any earlier flight. I was not getting any where with the agent so I respectfully asked to speak to a supervisor who promptly told me that there...

Nadine r

...Southwest customer service lied and said flight would be cancelled anyway due to the MAXX jet problem--which was complete *** There phone person admitted she screwed up and apologized many times. Customer service did absolutely nothing--they are misnamed...

Paul N
Staff
1.6 (245 reviews)
2.1 (214 reviews)
Reviewer's quote

...would I have gotten the same response? I felt that the staff at American Airlines didn't really care! I think it's terrible that there isn't a phone number to call in a situation like this. Looking at my ticket, I couldn't find the numbers they needed to check into the situation. Never again!..

Gala

...Very rude staff, delayed flights with no compensation and was told I couldn’t preboard with an infant. I guess I’ll have to choose my next airline more carefully. Shame on you southwest...

Eryka M
Level of Comfort
1.7 (224 reviews)
2.2 (196 reviews)
Reviewer's quote

...For a nation that is known for conducting itself with a level of excellence this was far from it. After the flight I went to Chick-fill-a to see what the fuss was about and the service was amazing. From a fast food restaurant its amazing how far a smile and please and thank you goes...

Escher

...Add in an outsated fleet with zero comfort and you get..

PissedConsumer1255769

American Airlines and Southwest Airlines Pros and Cons

Pros
  • Finally getting home
  • Worse customer service at any level
  • Pricing and available flights
  • Baggage policy
  • Low price
  • Flight destinations
Cons
  • Poor customer service
  • Customer relations
  • Delay after delay
  • Poor customer service
  • Rude flight attendant
  • Money for value

American Airlines and Southwest Airlines Most Positive Reviews

Top rated reviews
5

I boarded an American Airlines Embaer (small) aircraft. I am over six feet tall, and my knees were digging in to the s...

5

One of the worst customer service days I've seen at Southwest although as much as I travel it's rare to even see a...

American Airlines and Southwest Airlines Most Critical Reviews

Lowest rated reviews
1

American Airlines wanted $200 + $150 = $350 to change a flight that was rescheduled twice by them (American Airlines) to...

1

I live in Dallas with the crazy Ebola scare. I purchased my ticket about a month ago for a Nov 14th flight to...

American Airlines and Southwest Airlines Latest Reviews

Recent published reviews

Answer the *** phone and dont keep me on hold for 20 minutes

Read all 786 reviews
1

In August 2019, I purchased a ticket for $231.00. I used residual funds of $28.80 from an old ticket. I also paid $202.2...

Read all 510 reviews

American Airlines and Southwest Airlines Products and Services

Most reviewed product and services
  • American Airlines Flight (270 reviews)
  • American Airlines Customer Care (84 reviews)
  • American Airlines Flight Attendant (62 reviews)
  • Southwest Airlines Flight (169 reviews)
  • Southwest Airlines Flight Attendant (61 reviews)
  • Southwest Airlines Customer Care (61 reviews)