AMERICAN AIRLINES review : 20 June 2008 : by Chris Dewitt

Customer Rating : 1/5

e flew into San Juan from St. Lucia on American Eagle and that was a fine experience . It was when we landed in San Juan when the nightmare began. Once arriving in San Juan the customer service become rude and showed a total lack of respect for our personal belongings. I have never had a problem with the security opening our bags and making sure nothing that was entering the the plane that shouldn't be there - I'm happy they check the bags properly. It was more along the lines of the way we were treaded and the process in which they checked our luggage. When going threw with our carry on they pulled us aside and took our bags and dumped them. Priceless glass items we had bought were broken and they confiscated a hand crafted palm hat that was made for us personally from one of the local islanders with no explanation. We ended up having a four hour delay in San Juan to our connecting flight. Every time the departure came with-in a half hour they would push our flight back another hour. There were no seats available at the gate so we sat on the floor the entire time. When we finally got on the plane it took a good 45 mins before we took off because they boarded us front to back. To top off our travel when we arrived at our final destination, we went to pick up our luggage and it was opened with all of our personal items dispersed along the conveyor belt. Nothing like having to pick up your underwear and bathing suit along with 50 lbs of other items off the moving conveyor. Not only was that extremity embarrassing but frustrating as well. My wife and I travel frequently and I must say over all this was the worst experience we have ever had. The final outcome was broken souvenirs that can't be replaced, a confiscated $40.00 hand crafted hat with no explanation of why, and a broken luggage bag with half of our stuff missing. Good luck during your travels I wouldn't wish my travel experience with American Airlines to anyone.

AMERICAN AIRLINES review : 19 June 2008 : by V Shankar

Customer Rating : 3/5

SFO-JFK-GRU return. I am a frequent flier with AA and have the Platinum status. SFO to Sao Paulo via JFK was coach class and return an upgrade to business class. Coach class meal was average and so is the service and seats. Very poor IFE. It is ridiculous to charge $6 for a drink on the international leg. Return flight on the same 777 on business class was pretty good. AA has tried to improve its business class - however, they still have a way to go. The 777 angled lie-flat seats are pretty comfortable. Good choice in meals and decent IFE. Overall, a fair experience given that I have learnt to accept the service provided.

AMERICAN AIRLINES review : 19 June 2008 : by Vikram Seshadri

Customer Rating : 4/5

LAX-LHR business class in seat 9A. The service was friendly and pleasant, angled lie-flat seats comfortable and food excellent. My personal tv monitor constantly switched to black and white so the flight attendant gave me a personal entertainment console. Selections could have been more diverse but it was not bad. LHR-LAX economy and rather impressed. I'd requested vegetarian meals and departing from London meant it was Indian and good. Movie selection on the personal seat back entertainment units not diverse but good enough. Only complaint is that they weren't on demand. Service pleasant and they served plenty of water. Not a bad flight at all! Must have something to do with the 777 planes.

AMERICAN AIRLINES review : 18 June 2008 : by Brian Wilson

Customer Rating : 4/5

DTW-LHR was good - return not so good. Outbound in First class due to being a volunteer to travel via Miami to LHR. On the return I was again confronted with a change in itinerary. American to DFW in economy which was fine and good a great flight. Then came the misery of being rerouted through Newark because of the FAA grounding of the MD series aircraft on AA. Continental flight was delayed leaving DFW for almost an hour due to bad weather. The worst flight of my trip was on Northwest old rundown airplane with almost no service except one offer of a measly drink.

AMERICAN AIRLINES review : 17 June 2008 : by Anthony Arbuckle

Customer Rating : 1/5

LAX - HNL. Here I sit in LAX waiting for a third flight to HNL. After missing my connection last night due to AA maintenance issue on the ORD - LAX, I showed up bright and early, an hour and a half early, for the morning HNL flight. 9th on the standby list numbering 18 for the 8:10AM morning flight. Did I mention that I had a first class ticket? I now await the 3:15PM afternoon flight in the terminal after finally speaking with a helpful AA employee. I asked her what kind of confidence I could have getting on the flight, and wasn't there anything she could do considering that I had a first class ticket? She seemed genuinely surprised that I hadn't made the morning flight and immediately moved me from standby to a confirmed 1st class seat in the afternoon. This is after speaking with two prior agents, one the previous night after missing the connection, and one, too old to wear the silly overgrown soul patch that he was sporting, at the gate this morning. Both were aware of the class of ticket and both assured me that it was noted in the system, yet the third agent was able to rectify the situation immediately after I informed her of this fact. I'm convinced that apathy on the parts of the other two agents played a large part in this. I observed while a fellow passenger calmly attempted to ask a follow up question of the gate agent this morning and the old shrew behind the counter told her that she'd already addressed her questions and she'd deal with her later. Note that this agent was not occupied at the time, though even busy, she'd have no excuse to answer a customer so rudely. The fellow customer had been on standby for a previous flight as well. I find it interesting that AA is willing to offer $800 vouchers to passengers that voluntarily give up their seats, yet those that are involuntarily not served are given no compensation. Furthermore those volunteers are guaranteed seats on the next flight, though the rest of us were informed that it was overbooked as well. Paradox, or outright lie? Bottom line, if their service is so poor for customers paying full fare in first class, then how much less interested are they in serving their economy customers? I'll be flying another airline from now on.

AMERICAN AIRLINES review : 17 June 2008 : by Ron Miller

Customer Rating : 4/5

STL-BOS return 1st Class. Outbound flight boarded on time but eventually delayed three hours due to overcast weather conditions in Boston. We were given the choice of remaining onboard the aircraft or returning to the terminal to await takeoff clearance. Both cabins were full. Beverage service and meal service actually very nice and the flight attendant had a bit more personality that one is used to on American. Return flight delightful. Only five seats taken in first class - again beverage and meal service much better than expected and this time the flight attendants were actually pleasant and cheerful.

AMERICAN AIRLINES review : 17 June 2008 : by B Jones

Customer Rating : 3/5

London to Chicago. Informed that Platinum card holders not welcome in "first class" check in. Had time to get our food from M&S food as usual, located in arrivals hall at Terminal 3, put into hand luggage. Security efficient and fast, flight full, somewhat slow. Uncomfortable economy window seat over wing, difficult to get in and out for restroom. Armrest goes up for more room but digs into shoulder. Crew good this time, they are variable. Food looked ghastly as usual, but lots of water available and crew helpful at refills. Glad there is choice of BA and Virgin for this route - snub to Platinum card holder makes you feel they don't care.

AMERICAN AIRLINES review : 13 June 2008 : by F Schreiber

Customer Rating : 1/5

Panama-Miami-Montreal. Pty-Mia on the usual 757, old and tired. Upgraded to business class using stickers, service as usual. Flight delayed almost 30 minutes which made connection time in Mia tight. Mia-Yul flight on a 737 was also delayed due to a problem with the Captains chair. This delay took almost 2 hours so arrived around 2am. Yul-Mia nothing special, flying on a 737 in economy. Only one round of drinks as usual on a 3 hour flight. Pty-Mia flight was on the A300. Flight also was delayed 2 hours. What is incredible is that this airplane (and has happened to me on previous flights using the A300) has a really smell bad. People were complaining on the odor, after 30 minutes you get used to it but I do not believe this is part of a good product or service.

AMERICAN AIRLINES review : 13 June 2008 : by Bill Atkins

Customer Rating : 3/5

LAX-DFW-PHL in First. Unusually good experience on ground and in the air. Plane was old and dirty but flight attendants friendly and obliging. Food what one expects. Both flights on time. 3 stars for a US carrier is very favorable in my book.

AMERICAN AIRLINES review : 13 June 2008 : by James Wallace

Customer Rating : 4/5

Orlando to JFK. Using reward miles First Class. Flight on time, older MD-80 plane. Full Lunch served. It started with wine and warm nuts. Several refills on the wine. Salad, sandwich and chocolate chip cookie served on a plate. However, the fasten seatbelt sign was on for the first 25 minutes of the flight for no apparent reason. However, I'm now in the Admirals lounge at JFK and they want me to pay to use my laptop. I'm flying Business Class to Barcelona - go figure!

AMERICAN AIRLINES review : 11 June 2008 : by Frank Gibson

Customer Rating : 1/5

New York JFK to Miami. Boarding time delayed by 30mins, no reason given. Boarded the plane and sat and waited - then it was announced the take-off slot had been missed and there would be a delay of another 30mins. A further delay whilst awaiting arrival of passengers from another delayed flight. Then another similar message but not clear whether it was more delayed passengers or still the first bunch. I suspect that the whole delay was deliberately contrived by AA management to ensure that the delayed passengers (from the incoming flight) were not further delayed by missing our flight. The crew were apologetic and I felt sorry for them having to face irate passengers through no fault of their own. The pilot even announced the telephone number of the complaints dept. During the delay no refreshments were offered, probably because the pilot and crew expected to be released for take- off any minute. The aged aircraft was absolutely filthy on the outside which conveyed the impression of poor maintenance and certainly didn't instil any confidence in it's ability to stay in the air. We eventually arrived at our destination some three hours late mainly due to the couldn't care less attitude of AA management towards their passengers. In all a very poor performance which will certainly affect any future decision to fly AA.

AMERICAN AIRLINES review : 11 June 2008 : by A Neville

Customer Rating : 2/5

JFK to London Stansted Sunday 1 June. Flight cancelled without notice. AA did fulfil obligations by providing overnight hotel and food/drink voucher but as we eventually arrived at the hotel after midnight the restaurant was closed anyway. We opted for an alternative flight the following morning arriving at Heathrow instead of Stansted. AA assured us that AA staff at Heathrow would take care of onward ground transportation to Stansted where most people had cars parked. When we got to Heathrow the AA staff didn't know anything about it. After some delay, the AA staff at Heathrow arranged transport and we eventually got to Stansted. The flight out to JFK had been faultless so a shame that the return journey was such a bad experience. Makes me nervous of booking with them again.

AMERICAN AIRLINES review : 7 June 2008 : by D Daley

Customer Rating : 2/5

MAN-ORD return on a 767. Efficient check in and boarding procedure. Plane clean but very old, tired. and hot. In seat plugs were not working properly, passenger light didn't work, old IFE with screens on the ceiling showing movies that were are least 12 months old or even older and rubbish television shows etc. Cabin crew helpful, in food was average to poor (small portions, but perhaps that was just as well!), seats uncomfortable. Both flights were on time, but AA don't compare favouably to BA, Virgin, Air France, Continental or anyone else for transatlantic travel. New self service check in Chicago for international passengers was a surprise. In Manchester you are grilled by an AA security officer, have all your paperwork check etc and then proceed to check in counter. In Chicago you can use a self service machine, collect you baggage label from an AA member of staff who checks you identity, drop you bag and head for security, it was fairly easy.

AMERICAN AIRLINES review : 4 June 2008 : by Mark Arrowood

Customer Rating : 2/5

LAS to Barbados via Miami economy -a seat on a plane with little concern on customer service or comfort. Las Vegas to Miami was uneventful, found it odd that cabin crew selling Turkey sandwiches at six o’clock in the morning as the onboard snack - seems like something more associated with breakfast would have been a better choice. Had a 5 hourslayover in Miami before connecting flight to Barbados. American has a very inefficient management system in this airport countless times gate assignments were reassigned within the hour before departure causing people to run from gate to gate. It almost seems like the airline found pleasure in toying with the passengers. Boarded flight to Barbados and pilot then found mechanical problems requiring maintenance service. On both flights the not all of the monitors in the overhead were working, it’s that maintenance thing again. However, plane seemed clean and the staff was accommodating.

AMERICAN AIRLINES review : 3 June 2008 : by Stewart Gardner

Customer Rating : 2/5

JFK-Milano. 767-300 aircraft with 30" pitch seats. Much too little for an 8 hour transatlantic flight. Very poor meals service onboard this airline. Staff somewhat friendly but the aircraft leaves little to be desired. AA have a lot to learn from other transatlantic carriers.

AMERICAN AIRLINES review : 3 June 2008 : by Eric Schuchardt

Customer Rating : 2/5

STL to LAS return in economy. Both flights operated on very old MD80s. I like the MD80, but these were badly in need of refurbishing. FAs ranged from mediocre to surly. There was one particular FA who did not crack a smile even once. Is there no customer service training? On the nearly 4 hour flight from St Louis to Las Vegas, during the breakfast hour, only soft drinks were served. Nothing else. AA is an LLC with respect to service, but a legacy carrier with respect to cost. I will look for alternatives for future trips.

AMERICAN AIRLINES review : 3 June 2008 : by F Lauterbur

Customer Rating : 3/5

LAX-JFK on May 28 in First (3-class 767-200) and JFK to LAX on May 30 in First (3-class 767-200). American has advertised an update to these planes - but it consisted only of changing the upholstery on the seats in First and Business. The 767-200 fleet is old and dingy (and loud) with very outdated finishes. the crews were excellent, the American product has deteriorated significantly since severe cost cuts were imposed in early 2006. The food is terrible - and is the same as served in Business Class. As late as 2005, the food was excellent in First. It is hard to see how American can charge a premium for this service. It's a sad and steep decline for a once great airline. United has fully eclipsed AA in this market.

AMERICAN AIRLINES review : 3 June 2008 : by Adrian Storey

Customer Rating : 4/5

BOS-LHR-ORD Business Class. Seats comfortable and at an angle. Crew great and food and wine was good quality. Cannot understand why they serve pre-flight drinks in plastic glasses and use a sparkling wine. AVOD system a bit limited compared to others but adequate.

AMERICAN AIRLINES review : 3 June 2008 : by N Prestage

Customer Rating : 2/5

PVD-ORD-SAN. American Eagle is still just a poor excuse for the old American Airlines service ex PVD. The RJ's are tired, the seating tight and uncomfortable. On time departure but arrived 'early' into ORD, only to have no gate available upon the much heralded early arrival. Held on the remote ORD holding apron for forty minutes. Barely made my SAN connection which was a pretty routine trip on a tired and dirty MD-80. American pales in comparison to what it used to be.

AMERICAN AIRLINES review : 30 May 2008 : by C Ott

Customer Rating : 2/5

Brussels to Chicago O'Hare canceled due to mechanical difficulties. No attempt was made to rebook economy passengers on other same day flights with other airlines (though there was seat availability). Passengers were simply told to reclaim their luggage and meet a bus for the hotel. To their credit they booked us in a nice Sheraton Hotel in downtown Brussels. But I was a day late returning and there was no compensation.

AMERICAN AIRLINES review : 30 May 2008 : by Lee Melbourn

Customer Rating : 4/5

ORD-BOS Coach. Have travelled many north American airlines and found AA the best. Check in faultless and most efficient I have ever seen. Flight on time, service excellent, friendly crew and good choice of beverages and food.

AMERICAN AIRLINES review : 28 May 2008 : by D Horst

Customer Rating : 4/5

LHR-ORD-MCO Economy. B777 London to Chicago clean and fairly new. Good legroom, back of seat AVOD system worked well with plenty of movies. Cabin crew professional, food excellent for economy. Bags arrived almost immediately. Shot through immigration and customs in about 10 minutes, checked my bags with American at the counters directly beyond customs and took the shuttle train to another terminal to get my Chicago to Orlando flight. B757 Chicago to Orlando. Cabin crew as good as London to Chicago crew. Food a snack.

AMERICAN AIRLINES review : 27 May 2008 : by Vera Toth

Customer Rating : 3/5

Boston-San Diego Boeing 757. No separate tv screens. There was one movie playing during the 6 hours trip on the screen in the middle of the aisle. Sound did not work, when it did work it was not loud enough and there was a static background noise. Legroom is only enough for a 5 foot person, taller people have to find a way to fold. Interior of the airplane is very used looking, upholstery on some seats are torn. Drink was served twice, coffee was terrible. Snack 3-4 dollars, food 10 dollars. Do not expect much, you will be OK on this flight.

AMERICAN AIRLINES review : 24 May 2008 : by M Gibbs

Customer Rating : 3/5

JFK-MIA-MGA return for $300. Excellent price, comfortable and convenient flights. Problems arose with ticketing (it took about 20 calls to the call centre to actually confirm my payment had been processed) and the fact that the airline lost my bag in Managua. It took 48 hours to arrive. Agent was helpful, but the airline wouldn't call me on my cellphone because it was a foreign number and too expensive. I suppose AA have taken cost cutting to the extreme which is reflected in the price of the tickets.

AMERICAN AIRLINES review : 21 May 2008 : by David Hopkins

Customer Rating : 4/5

LHR-ORD-LAS economy return. Arrived early for check in as planned flight from LHR was posted as delayed meaning we would miss connecting flight at ORD for LAS. We were allocated good seats on an earlier flight by helpful staff. 777 to ORD clean and in good order, choice of two meals for dinner which were fine and pizza served prior to arrival, again fine. Flight attendants friendly enough and efficient. Flight on time. 757-200 to LAS was well used but clean. As it was a late flight blanket provided if required. Cabin crew were again fine and the flight on time. Both return flights of a similar nature with no problems. Ground and air staff found to be helpful and friendly throughout and all the flights pleasant enough with good legroom and comfortable seats. All in all a good experience.

AMERICAN AIRLINES review : 21 May 2008 : by Kelly Lamb

Customer Rating : 4/5

LAX-HNL Economy Class - American really pulled out the stops to help us after a late arrival in LAX on BA and then the nightmare that is US Immigration. They put us at the top of the standby list for the next flight but advised if we got to the gate as quick as possible we may still catch our original flight. After some que jumping, thanks to a very kind American lady, we made it to the gate 5 mins prior to departure, the attendant at the gate phoned the aircraft who had no porblem in letting us on as long as we didn't mind not sitting together. The flight itself was good, clean aircraft, friendly, efficient FA's and plenty of room. My husband enjoyed his purchased sandwich, which at a cost of $5 was really good for the size and quality. A slight problem on arrival as the desk clerk couldn't seem to understand that they should deliver our bags to the hotel as this was out intended flight and the delay at LAX meant our bags didn't make it with us, however we decided to wait the 2hrs for the next flight and our bags arrived on time as expected. Overall a good experience.

AMERICAN AIRLINES review : 17 May 2008 : by R Saraf

Customer Rating : 1/5

DEL-ORD poor flight experience. The 777 was clean but service was worse than horrible. They served a cold meal twice on a 15 hour long flight. The inflight entertainment had no Indian movies even though it originated from India. In all the experience was poor even though the flight was on time.

AMERICAN AIRLINES review : 10 May 2008 : by Mark Brentz

Customer Rating : 4/5

DFW-NRT First Class - cabin crew extremely welcoming. Food excellent, although the wine selection was somewhat limited. The only complaint from this flight is the video system didn't work. I tried to watch a movie via cassette and it was extremely scratchy and noisy. The seats are extremely comfortable, especially when reclined fully. Even being 6'4" I was able to stretch out.

AMERICAN AIRLINES review : 30 April 2008 : by J Campos

Customer Rating : 3/5

JFK-EZE on an ancient 767-300 with poor air quality. Flight attendants indifferent and most of the flight spent either chatting about their last party or snoring in their business class seats located between Economy and Business class sections. On our return, we arrived a tad late to the airport (beware, peak hours on Buenos Aires highways). The airport scene is simply chaotic with no effort by AA to organize. B777 with good leg room, comfortable seats (I'm 6'1"/230lbs) and awesome flight attendants. I learnt that AA actually has a base in Buenos Aires and, unlike US-based aircrew, these attendants are happy to work with American. JFK crew is just not bubbly, unless you're interested in overhearing their late night gossip. MIA-LGA was uneventful in a crowded aircraft with simply unhappy passengers. Does AA not get it: improve your aircraft, people will be happier, and flight attendants may also enjoy their jobs.