American Airlines Passenger Reviews and American Airlines Customer Trip Reports   American Airlines   573 reviews an official 3-Star Airline   Add your American Airlines Review   American Airlines detailed 3-Star ranking   Airline Reviews : A-Z Index   CHECK this airline's Quality Approval Status

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American Airlines customer review :  19 March 2010 by S Ram   (USA)

STL-ORD-SFO in Coach. First leg reasonable; have found the crews out of STL are generally nicer than others. ORD to SFO delayed 2 hours due to weather in SFO; little to no information given. Flight was on an ageing 767 that had seen better days could not imagine taking it long haul. Crew were perfunctory at best and made two drink rounds on this 4.5 hour flight. Major gripe is lack of any sort of food for a flight which left ORD at 7pm and was 4.5 hours. Not only do they not serve any food they ran out of sandwiches for purchase; Also inflight food is grossly overpriced and of low quality.

American Airlines customer review :  17 March 2010 by Simon Channon   (UK)

LHR-MCO via MIA return. Business Class on the cheapest possible discounted ticket, bought at the time of BA November sale. The outbound experience was good - I found the seat comfortable, food, wine and service were as expected. The return trip hit serious problems and AA overcame them well. Once it was clear that the broken plane at MCO could not be repaired in time to make our connection at MIA, they gave us food vouchers for four meals, a two night hotel stay and booked us into the last available Business Class seats on LHR flight 24 hours later. Checking in for it at MIA, we were upgraded to First Class.

American Airlines customer review :  15 March 2010 by T Thornhill   (UK)

LHR-DFW-MEM. Check in easy, given boarding passes for both flights, and was offered £30 upgrade to First DFW-MEM, which we declined. B777 entertainment was good, although Business on the return offered more choice, crew friendly, remembering our drinks preference through the flight. On arrival into DFW connecting flights were shown onboard, helped us. Landed 45 mins early, and cleared customs and baggage claim quickly, dropped our bags off no problems, and transferred from TD to TA at DFW. Domestic MD80 to MEM, boarded on time, and departed 5 mins early, complementary drinks was nice touch we didnt expect. Polite crew again, spoke to all passengers when boarding, asking how we were, not just pointing in the direction of seats, nothing to much trouble. MEM-DFW-LHR in First and Business. even though the MD80s are close to retirement with AA by B737, still comfortable. First class seats were dated but great Legroom. Before departure drinks were taken and served within moments of being airborne. Bags checked thru to LHR, Admirals lounge comfortable, complementary snacks and beverages, smoking lounge a plus. Easy boarding B777 to LHR, great service again - even sampled the wines before we made our choice, seats comfortable, meal service was goode. Noise Reduction Headsets great. Business class offered Fast Track through Customs at LHR. Arrivals lounge ok, clean showers rooms, and good choice of eats and beverages, papers and magazines.

American Airlines customer review :  9 March 2010 by R Wieland   (Hong Kong)

JFK-MIA-MCO-LAX. Original Flight JFK to MCO was cancelled due to snow storm. AA didn't provide hotel (expected due to weather) but added an additional flight JFK to MIA on a 777 to ferry- out the pax heading south the next day. Check-in person secured me a seat on that flight leaving early next morning and also a connection MIA to MCO, gave boarding passes with guaranteed seat assignment. Got hotel near airport for the night, next morning flight departed one hour late. No problems with connection MIA to MCO. Crew quite friendly and jovial. MCO to LAX on B757 with 2 drink runs. If you set your standards lower and relax, you'd be pleasantly surprised.

American Airlines customer review :  6 March 2010 by T Grant   (USA)

There seems to be no middle ground for American cabin crews. They are either very good or truly awful. One would think with the many choices on trans-atlantic travel they would be more consistent. On a recent trip ORD to FRA the crew was polite and helpful - as well they should be. The return flight - a different world! The crew was non-existent during the flight and downright surly when asked for common service. Why bother taking a chance with the kind of service you're going to get? I'd rather fly with someone where I know I'll get consistent "C" service rather than take a gamble with "B" or "F"!

American Airlines customer review :  5 March 2010 by Neil Yip Choy   (UAE)

JFK-MIA. At check-in, I was rudely dismissed to the self checkin terminals, which I had never used before. I waited for an American Airlines attendant to ask for some help, which was refused - I was told "It's just like an ATM", as she walked off. After finally checking myself in, I had to stand in another line to take my bag to yet another disinterested person to weigh and tag my bag. I was ordered to put it on the scale, ordered to remove it, and ordered to put it on the conveyer - not a greeting, not a smile, not a please nor a thank you, and for this I had the privilege of paying $20 in addition to my fare. During the flight, inflight service consisted of a single drink, not even a pack of nuts, after which all 3 cabin crew in economy retired to the galley, where the women remained reading magazines, and the man playing with his handheld video game. I will never fly this airline again, and would strongly advise others to do the same. Disinterested, discourteous and uncaring is how I would summarize American Airlines.

American Airlines customer review :  3 March 2010 by Randy Hailey   (USA)

First, while at the airport, they canceled our flight and booked us on another flight without even communicating with us about what would accomodate us, which was already boarding at the time, so we had to hurry and get to that terminal. Second, we finally arrived at our destination but our luggage did not, the luggage arrived the next day. Third, they canceled our return flight, for what reason they would not say, but we had to get that set back up. Forth, when I received my luggage from baggage claim, my $300 suitcase had it's outside pocket ripped almost completely off. AA luggage guy's only response was, "If it's an outside pocket, AA is not responsible." I don't know what happened to AA, but their quality of service has diminished. When speaking to any one from AA about service, it was like they just really didn't care.

American Airlines customer review :  24 February 2010 by P Littlefair   (UK)

MIA-AUA-MIA. These days three star seems to be appropriate. MIA check-in chaotic due to building works. At Gate handed in paper boarding pass and got a card one – for seats H&J on a 757? Sure enough, despite departure boards “on time” there was no plane at gate 15 minutes before departure. At this point a senior captain took the gate microphone and apologised for the non-arrival of our plane. Another aircraft was in the hanger and would be towed over, he said. Please allow 15 minutes for tow, 15-20 mins for security check and 30 mins for boarding. This guy was great, with frequent updates and reassurances whilst waiting and in the air. Customer relations at their best. On both flights FA’s did their job, no more, no less. But they were thorough when briefing passengers in exit rows. The 767 out was elderly but presentable. IFE was very dated. The return 757 was downright tatty.

American Airlines customer review :  23 February 2010 by S Langston   (UK)

LHR-MIA-SJU. This was part of a Royal Caribbean package from the UK so don't know how much flight cost. We were delayed 2.5 hours sitting on the plane at Heathrow due to a black box problem. Pilot kept us informed on progress. Food and service not bad for Economy class but it's a shame a scheduled airline does not supply drinks free. Because of the delay we missed our connecting flight in Miami. Airport staff very unhelpful and it wasn't clear where we had to go to change our flight to San Juan. Found a member of staff eventually to help and discovered that AA had already changed us to next flight, so top marks to them there. No food or drink supplied on internal flight and prices very expensive. SJU-JFK-LHR return. Flight again delayed due to incoming plane encountering bad weather. One hour delay, but made connecting flight. Some passengers with connecting flights able to make them as AA had held the planes for them - fully informed by cabin staff re: boarding gates for connecting planes and baggage collection. Liked: the fact we could book our seat numbers months before we flew; friendly service from cabin staff, being kept informed by pilots.

American Airlines customer review :  12 February 2010 by Andreas Stauffacher   (Switzerland)

ZRH-JFK Business Class. Staff at ZRH extremely friendly. Seats are not completely flat but are comfortable, I slept a few hours. Staff onboard very nice, came through regularly with water and drinks. Meals plenty however the food wasn't that great - actually quite ordinary and not really hot. Toilets kept clean.

American Airlines customer review :  12 February 2010 by J Jensen   (USA)

AUS-LAX First Class. I could hear drink service taking place in Economy well before it started in First. Our flight attendant halted in-progress meal service for ten minutes to chat with one couple. While collecting trash later, she dropped trash on my husband's shoulder and didn't notice, even after he shook it off him in astonishment. Seats roomy enough but uncomfortable, with a headrest that pushed the head forward with no neck support. Save your money.