American Airlines Passenger Reviews and American Airlines Customer Trip Reports

I travelled from London to Miami and would not fly with this airline again. You are cramped in and the seats are far too small. As for the food, I had an awful meal and just before we landed, they gave this us a pizza snack. On the trip home, I declined any food and waited 10 hours until I landed back at Heathrow. I would not recommend this airline.

AA37/AA997, MAD/DFW/EZE, April 2013. B767-300 both sectors business class. Seats: Centre 2 are best - window seat is inconvenient to access especially if aisle seat is using their table. 767 seat centre console does not have the foot support for jumping over someone in the aisle who may be asleep. Angle Flat. Seat itself is comfortable. Meals: AA catering is good with (I spotted) new cutlery and crockery. More than sufficient and generous drinks supply. Movies: 767 entertainment on Samsung Galaxy pad with a much improved array of movies. Bose head sets - kept well entertained and no complaints at all. Staff: I fly via DFW whenever possible - DFW based staff know their job which they do with ease. A note about DFW: Immigration lines and customs exit lines long and painfully slow. Domestic connection people were complaining of no assistance at all to make their connections.

Extremely poor customer service, their reservation policies and procedures are such that if you have to change them it is cheaper to buy a new ticket at $150 for a res change. The reservation person even said when I called in to find out about changing that she was sorry for the circumstances and that because of their policy it is not even worth it. She apologized and said she understood why people fly other airlines. I told her I would not fly them again she said she totally understood, she transferred me to the AA advantage where I remained on hold for 28 min. While on hold I remembered my last experience with America Airlines where my flight was delayed over and over again then finally cancelled 8 hours later and we were given no food vouchers they put us in a hotel but most of the airport had closed down by then.

Flew DFW to LHR on new 777-300. This plane has a comfortable amount of leg room. Unfortunately the seats in economy are very hard and uncomfortable. The person behind me was playing on a touch screen and every tap of his finger could be felt through the seat back. The staff was fine, and the pilot was great. Hardly felt the landing. Can't understand why the seats are so bad.

ORD-DUS-ORD, April 18-21. Flew American's new non-stop service and was very impressed. Long time flier on AA and this crew was one of the best. Both directions excellent service from senior crew. Food was great - delicious chicken with some real spice on the way over to DUS. Slept 5 hours and arrived rested. Return flight equally as good. Full Biz Class cabin and excellent service - besides myself I saw 2 other passengers give our row's main flight attendant Someone Special coupons in recognition of great service. She was very friendly and grateful. Samsung Pads are great for entertainment but AA needs to up the game on more variety. Both flights departed late - that was the only negative. Hope this service continues - DUS is an easy airport for flying into and out of.

We travelled with our 8-month old baby for the first time last month, a round trip from Osaka to Dallas/Fort Worth via Tokyo. Before flying I inquired about a bassinet on the international legs. I was led to believe bassinets were available first-come, first-serve, on request at the ticket counter. My request in Tokyo was received coldly. She responded that we were not ticketed for the bassinet space. Then, my request was deflected to the flight controller. The controller never mentioned being contacted and never addressed my bassinet request. We were allowed to board early, but no bassinet. Returning on from Dallas/Fort Worth I asked at the ticket counter about the bassinet. The man became very uncomfortable and again deflected to the gate. At the gate I inquired about boarding. I was told we could board with group 1 after 1st class and business. I was surprised and mentioned that we had boarded early in Tokyo. He responded there were no regulations that required them to let us board early. I was carrying 3 carry-ons and a carseat for the seat I purchased for my son. It was difficult not to get in people's way. I was sent an apology a few days ago. The apology focused entirely on the bassinet with no mention of the rude gate staff. I will never fly American again.

I have never been treated as poorly as I was on my arrival to DFW airport. Upon arrival at DFW we were told that we needed to wait in line to receive our hotel and meal vouchers. While waiting in line for over 3 hours, I tried to ask questions about the procedures and what needed to be done to expedite maters. I was told that I "had to wait in line." The supervisor on duty refused to make eye contact with us while waiting. AA employees were sent home while more than 1000 people were waiting in line. Only 3 ticket windows were open even though there were AA employees at other desks that were not seeing to customer needs. There was no communication at to purpose, status, or expected outcomes of waiting in line. We were just told to "wait in line." When I reached the front of the line and tried to speak to the supervisor on duty, she informed me that there were no hotel vouchers and that meal vouchers were only available for locations in the airport. This was completely contradictory to what we had been told 3 hours earlier. When I questioned the AA employee about why AA declined to provide information and why we were lied to, she called a police officer over. I was told to either leave the line or to lower my voice. I guess it was within policy for an AA employee to yell at me, but when I demanded that AA honor the statements that they made to me, I needed a police escort so that AA did not need to honor their obligations.

Our trip was marred by being downgraded from First class to economy despite having booked, paid and being allocated a seat 3 months earlier. It was a case of either accept the economy seats or fly on a different day - not really an option. It was a long flight from Los Angeles to Washington and we had already flown from Melbourne to LA we were far from happy. Ground staff were polite and tried to help but it was beyond their control. It seems that we were victims of overbooking. It was the first time we had flown with American and it will probably be the last.

London - JFK flight. Check in staff in London was polite and smiling, but the FAs are a totally different story. They didn't begin their safety demonstration until the plane is queuing on the taxiway and did the safety demonstration in a hurry. FAs of American Airlines talk in an impolite way, and when I came to the galley during the long flight and ask for napkins and drinks, the female FA was annoyed and unhappy. Seats are old and the IFE cannot play movie on demand, and no subtitles in movies. I would not recommend American Airlines for long international flight.

I was shocked at the lack of good customer service given to my fiancé and I. When I traveled I was 24 weeks pregnant. My fiancé and I booked our flight, and chose our seats together. At the airport our seats were changed, we weren't sitting together. We kindly asked if we could change seats but they didn't seem to care. As we arrived to our layover city, we knew our gate was across the airport. We stopped at an American Airlines gate and simply asked if we could change our seats for our next flight, since I'm was not walking incredibly fast across the airport. The gentleman at the gate was incredibly rude. We couldn't even finish our sentence before he cut us off and told us no way.

Just returned on AA from Austin Texas via Chicago. Flights were punctual and the crew helpful with a good sense of humour. I found the legroom tight. My meals were fine. My wife is vegetarian. There was only a vegan option to the standard meal which was not very exciting. I found the screen position difficult from the window seat. Would happily fly with AA again.

American Airlines staff at LAX were uncommunicative and unhelpful. Returned to London from LAX in a cramped old plane, with lack lustre staff, terrible food, very outdated entertainment centre, and overheated night cabin. Never again.

JFK-LAX connecting to QF to SYD. For many different reasons, its been quite a while since I've flown AA and I was not looking forward to this sector. I have to say I was pleasantly surprised. Engaged crew who appeared to enjoy what they were doing. I was addressed by name throughout the flight and wished a pleasant onward journey upon disembarkation. Food and beverage were of good quality and the Samsung Galaxy was a nice touch. Yes the aircraft was ancient but then they'll be replaced soon. AA appear to have picked up their game and Ill look forward to seeing if this sector was an anomaly or a real improvement.

Madrid-JFK, April 2/2013. Uncomfortable seats aboard an old cramped B757, completely unsuited to long trips. Boarding was chaotic as everyone attempted to board at one time, the desk crew do not have the sense to call people by seat number etc. The cabin crew appear to wear anything they desire thus appearing unprofessional. They vanish quickly so you must go to them. At the end of the flight they do not give you the usual departure good wishes.

AA100 & AA101 return London Heathrow to New York. Heathrow check-in was a pleasure, staff were helpful and good offerings in the lounge. New B777 on both flights, Business cabin was clean and comfortable, with polite crew but not fussing over you. Meal service was fantastic, and the bar was a nice touch. Business seat was comfortable in all settings, and the AVOD screen and channels is greatly improved with wi-fi. Warm welcome in the Heathrow arrivals lounge and large selection of hot & cold breakfast options, including sandwiches for passengers arriving later. Always been pleased with American, and will fly with them again.

AA98 from O'Hare to London, 10th April 2013. Rude check-in at gate before boarding an elderly 777 with uncomfortable seating and a hostile and unsmiling cabin crew. A disgusting meal was slammed down on my tray table, drinks were served after the meal before the crew disappeared for the night. Toilets were not checked by the crew and were quite dirty.

Recently went to Hawaii from Pittsburgh PA on a 767 plane. We flew to Dallas Fort Worth airport from PGH, 3.5 hours. From Dallas to Hawaii we boarded the 767 plane, a very long 8.5 flight. The seats are far too small. I'm 5'10" and 155 lbs. I was very uncomfortable with the size of the seats. My wife and mother are smaller than me and was just as uncomfortable. This was too small for a flight of this length. I would not recommend it. Flight home was same plane and same poor comfort. We had window and side seat on way out, and middle row on way home so all regular class are undersized. Staff were not that pleasant either.

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