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Updated July 2026 · real, multi-region App Store reviews
Head-to-head

American Airlines vs Southwest Airlines

American Airlines 4.8★ · Free + IAP 60
Winner Southwest Airlines
Southwest Airlines 4.8★ · Free to download 75

Southwest Airlines generally offers a more reliable app experience and better overall customer satisfaction, despite recent changes to its boarding and seating policies, while American Airlines struggles with app functionality and flight delays.

Full reviews: American Airlines · Southwest Airlines

Southwest Airlines' app is praised for its ease of use and helpful customer service, though recent policy changes have caused some frustration among loyal customers. American Airlines' app, while sometimes convenient, is frequently criticized for being slow, buggy, and difficult to use, with many users also experiencing flight delays and issues with refunds.

Head to head

App Functionality & Ease of Use tieR2R3R5R6
American Airlines American Airlines' app receives mixed reviews, with some users finding it easy and convenient for booking and managing flights R2R5. However, a significant number of users report issues with slow performance, bugs, and difficulty finding features R3R6. Specific problems include boarding pass issues, difficulty with account creation, and the app not saving information R3.
Southwest Airlines Southwest Airlines' app is generally considered easy and user-friendly by many . Users appreciate its ability to manage travel, alerts, and changes R104. However, there are notable complaints about the app being slow, buggy, and difficult for certain tasks like scanning passports, creating accounts, or saving confirmation numbers . Some users also report issues with adding boarding passes to Apple Wallet R75R81.
Booking & Payment tieR5R8R23R26
American Airlines American Airlines users find the app generally convenient for making flight reservations R5R23R26. However, some report difficulties booking international flights using miles R8 and issues with online payments, particularly for international accounts or Apple Pay . The app can also be frustrating to use for booking, with information refreshing and requiring users to start over R30R33.
Southwest Airlines Southwest Airlines' app allows for easy flight booking R104. However, users have issues with applying discounts or gift cards for baggage and some struggle with the app not allowing seat selection as promised for credit card members . There are also reports of pricing changing rapidly .
Flight Experience & Reliability edge: Southwest AirlinesR1R4R7R19
American Airlines American Airlines faces significant criticism for frequent flight delays and cancellations R1R7R19R21. Users express deep frustration with these issues, with some calling it the 'most terrible airline' R7. There are also complaints about poor customer service regarding refunds after cancellations R4 and difficulties with rebooking during issues .
Southwest Airlines Southwest Airlines is generally praised for its service and flight options R71. However, recent changes to boarding and seating policies have generated widespread dissatisfaction, with users disliking assigned seats, paying for aisle seats, and the new boarding process R61. Some users also report issues with customer service regarding these changes .
Pricing & Value tieR37R41R61R72
American Airlines American Airlines is criticized for charging for 'absolutely everything' R37 and for high prices for bags, seats, and legroom, making a $400 ticket become $700 R41.
Southwest Airlines Southwest Airlines is facing backlash for new fees, including charges for checked luggage and seat selection, which users feel diminish its value and previous benefits R61R72R76. Some users note that the flights now cost twice as much .
Customer Support edge: Southwest AirlinesR4R8R71R86
American Airlines American Airlines users report negative experiences with customer support, including agents struggling with app issues and dropping calls R8. There are also complaints about not receiving promised refunds R4.
Southwest Airlines Southwest Airlines receives praise for helpful telephone agents R86 and generally great, patient, and accommodating staff R71. However, some users report a decline in customer service quality and unhelpful responses regarding new policies .
Pick American Airlines if

You are an existing American Airlines loyalist who finds their app convenient for basic tasks and are willing to overlook occasional bugs and potential flight delays R5.

Pick Southwest Airlines if

You prioritize generally reliable app performance and positive in-flight customer service, even if recent policy changes regarding seating and baggage have introduced new fees and frustrations .

Evidence note: Both apps have a significant number of negative recent reviews, skewing the perception compared to their high lifetime ratings. For American Airlines, many negative reviews focus on app bugs and flight operational issues, while for Southwest Airlines, recent negativity largely stems from changes to their long-standing boarding and seating policies, rather than core app functionality.

Frequently asked

Which app is easier to use for booking flights?
Both apps have users who find them easy for booking flights, but American Airlines has more complaints about the booking process being slow, buggy, or losing information R5R30R33R104.
Do these apps have issues with boarding passes?
Yes, both apps have reported issues with boarding passes; American Airlines users mention problems with KTN not showing up and past flights being added to the wallet R3, while Southwest users report difficulties adding boarding passes to Apple Wallet R75R81.
Are there many flight delays with these airlines?
American Airlines users frequently report significant flight delays, with some experiencing delays for an entire day R1R21. Southwest Airlines reviews do not highlight flight delays as a primary concern, focusing more on policy changes.
Have pricing and fees changed for these airlines?
American Airlines is criticized for charging for 'absolutely everything,' including bags, seats, and legroom, significantly increasing ticket prices R37R41. Southwest Airlines has also introduced new fees for checked luggage and seat selection, which has disappointed many long-time customers R61R76.

What reviewers actually said

Built only from these 120 real reviews (foreign ones translated). Superscripts jump to the quote here. Apple has no per-review links, so [ref] opens that app's reviews on the App Store.

  1. [R2] American Airlines 5/5 · US American Review: The app was very easy to use and found my information quickly
  2. [R3] American Airlines 3/5 · US Issues with boarding passes: After adding my KTN it still does not show up on my boarding passes. Whenever adding a boarding pass to my wallet on my phone if it is part of a trip it will try to add all boarding passes from the trip even for past flights that have already occurred. I have not had this issue with other airlines, seems like it’d be a simple fix and is hopefully corrected soon. Beside
  3. [R5] American Airlines 5/5 · US Super convenient!: I love using American Airlines! Super easy and convenient to make flights and easy to see where and when I’m going somewhere!
  4. [R6] American Airlines 3/5 · US Slow: It runs slow
  5. [R8] American Airlines 4/5 · US Miles booking is impossible for international: I tried to use the App for booking international flights using miles. It was impossible, the flights that display for purchase are totally different than the flights for miles and classes were not available. I called the Advantage Platinum desk talked with George and he struggled too and then drop the call after he put me on hold because he couldn’t
  6. [R23] American Airlines 5/5 · US Options: I enjoy the American App because of the many options at my fingertips. When it shows every flight and then if you change the date it shows if it is lower my going on a near by date makes it useful!
  7. [R26] American Airlines 4/5 · US Great App: I use the app regularly for flight reservations. Disappointing you can’t use the app for guest fly free vouchers which unfortunately are mostly worthless due to booking restrictions.
  8. [R1] American Airlines 1/5 · US Want delays?: Literally every flight I’ve taken has been delayed. Go somewhere else
  9. [R4] American Airlines 1/5 · US They don’t refund: I am deeply disappointed and frustrated with American Airlines. I booked a ticket under the impression that I could cancel within the standard 24-hour window for a full refund. They explicitly state they offer this, but after canceling, the refund never came. Be incredibly careful booking with them, and don't trust their cancellation policies. I will be taking my business to oth
  10. [R7] American Airlines 1/5 · US Trash airline: The most terrible airline I have ever taken
  11. [R19] American Airlines 2/5 · US Worst ever: They canceled the flight I know it shouldn’t have been a big deal but I almost started crying because I get to go to the pool tomorrow with my only chance to see my bestie chance GONE!
  12. [R37] American Airlines 1/5 · US Bad: They want to charge for absolutely everything, I won’t buy flights with this airline again
  13. [R41] American Airlines 4/5 · US Easy but $$$ for everything: I miss the days when a $400 ticket meant $400, not where by the time you pay for a Bag, a seat, a window, room for your legs, and a peanut your new ticket price ends up $700! Do the CEO’s of America pay more to sit in the front at the movies or to be further away from the bathrooms at a restaurant:)?
  14. [R61] Southwest Airlines 1/5 · US Suckie seats on Southwest!!!: I used to love this airline. Now they have the worst seating just like every other nickel and dime airline. Hello late stage capitalism!
  15. [R72] Southwest Airlines 3/5 · US Free First Checked bag?: App would not allow me to add my first free checked bag. I booked with the SWA visa, looks like I am going to have to call to add it for free.
  16. [R71] Southwest Airlines 5/5 · US Not A Flyer: I traveled back to the OC after moving home to Louiville for the first time in 4 years and as I am such a nervous passenger the staff from KY to ARZ was great very patient and accommodating, however the shorter flight from ARZ to CA the OC the staff had more of a Cali vibe and was not so friendly with the passengers as I was observing. I would like to give an extra thank you to the re
  17. [R86] Southwest Airlines 5/5 · US Telephone agents: The agent help me to add my bag, he was very helpful .
  18. [R30] American Airlines 3/5 · US Great But…: The app is great but extremely frustrating to book. If you switch to gather info from a text or anything, the app tends to refresh and you have to start over!
  19. [R33] American Airlines 3/5 · US Booking delays: Delay in booking g a trip it keeps kicking g me out and doesn’t save what I have already put in.
  20. [R104] Southwest Airlines 5/5 · US Excellent Service: The app makes it easy to book your entire travel plans. The onboard service is always excellent.
  21. [R75] Southwest Airlines 3/5 · US Apple wallet: Not loading, even though the boarding pass offers it on the screen.
  22. [R81] Southwest Airlines 3/5 · US App is Faulty: Can’t add boarding pass to Apple wallet.
  23. [R21] American Airlines 3/5 · US Good good!!: The app is good and all but the airline is questionable. Experience is there for sure it’s good, better than others I would say but it’s the delays that kinda knock of points on the experience part. I understand that other airlines have the same problem but I’ve experienced this with AA the most. For example I was coming back from Wyoming and the delay was over the whole day. It’s jus
  24. [R76] Southwest Airlines 1/5 · US Seat selection: I shouldn't have to pay to get an aisle seat. I should be able to select it without an additional fee

Synthesized from 120 recent App Store reviews · updated July 2026 · View on the App Store