American Airlines Passenger Reviews and American Airlines Customer Trip Reports

NRT-ORD. The TV was shut down when every announcement was made. Seats were itchy and scratchy. Pillows and blankets fine. TV has a few games, old TV and not new movies and episodes. Seats are old. Drinks were fine and food was ok.

JFK to San Juan. Check in, terminals and boarding in JFK all good. Advised of delay due to maintenance requirements then after 40 minutes of a change of aircraft. Deplaned, issued $12 refreshment vouchers and told to check back in 45 minutes. Changed to another aircraft/gate and shortly before revised boarding, changed to a third plane/gate. 18.55 flight departed at 22.00. Kept updated throughout which is all that can be asked. On board, crew very friendly. Bags out quickly in SJU. Sat in row 9 B & C which is an exit row with just two seats so perfect for a couple and very comfortable and well worth an additional fee.

AA267, LA to Honolulu. Boeing 757, old and very tired. Seats pathetic and narrow with fixed armrests. No inflight entertainment other the old fixed video screens from cabin ceiling. 5.5 hour flight, hardly saw the flight crew, no AVOD to pass the time. Strange how other AA aircraft have wifi, whilst the 757 does not. The 757 is not suited to doing long flights over an hour in my opinion, this aircraft was very aged and it showed. So much for Americans much vaunted promise to improve its bottom line service to customers.

My vacation from 3-1-13 to 3-10-13 was made up of 4 different flights with AA. First leg from LAX to Miami they changed my seat assignment from row 13 to row 42. We were very late leaving though and missed a connection because of it. Next flight was Orlando to MIA and MIA to Montego Bay. Could not check in online because AA had remove my seat assignments and I could not change online because it is an international flight. AA offered to assign seats over the phone, for $25 each! Took 3 hours to get that fixed. Made it to MB ok but pretty late (again). Final departing flight out of MIA took the cake! As I came up out of the car rental area there was a row of AA skycaps calling out to "anyone flying American". I went up to the booth and the sky cap says "Before we start this process I want you to know that the ticket counter are about 1/4 mile past here and you will have to walk back after you check your bags. You can walk over there or leave your bags with us where we work for tips." I asked him if he was telling me he charges to handle bags? He said "no, but we work for gratuities only". I told him my interpretation of that is my bags might not get there if I do not pay him. Didn't phase him in the least!

I travelled from Manchester to Pittsburgh via New York and returned to Manchester via Chicago. All flights were on time. The long-haul flights were in a cramped plane with no individual screens. The food was below average. Service was satisfactory. I chose American because of the connecting times and price. There are much better airlines flying to the USA from Europe but if American are much less expensive and the timings are better I would choose them again.

I travel every single week because of business and disappointingly it is always with AA. It takes a long time to even get preferred access to get in the faster security lines at the airport. I have the AA Platinum Master Card and they don't even give you preferred access, just general Group 1. It used to be they give you preferred access but they took these privileges away. The only reason I fly AA now is because they service the route MIA-STL. Tickets are expensive and service is terrible.

My husband and I just flew from Los Angeles to Barbados and for the 1st time in all of our travels in the last 60 years, we needed wheelchair help. This was our first experience to have to travel with help and were embarrassed to ask for it. We were both happy to report at how easy they made it for us, from the time of check in to our being picked up in Barbados and also the return. Everyone was so helpful that now we would have no rouble travelling again. The flight attendants on board almost reminded us of our old travelling days, smiling and helpful.

AA90, ORD-LHR. I must stay that AA seem to be picking up their game. Although this was a full flight the service was ever present and pleasant, the food has improved significantly in presentation, quality and quantity, wine glasses were normal table size, in flight movie choice was large and we arrived on time. In fact this year has been spot one in the 40 or so flights I have already taken.

SFO-JFK-LHR. Flight was nice, comfortable, but little to no food service. Since it was close to midnight, just wanted to sleep. I struggled with the seat, making it into a bed, no help offered, but finally managed. The LHR-DFW flight was a disaster. It left over an hour late, due to the flight crew being late. Glad I brought my own water, since it was about 2 hours into the flight before being offered anything at all. Dinner was a joke. By the time my order was taken, I had no choice basically take it or leave it. The food was just ok. The flight was 10.5 hours, and later into the flight was really hungry. Went to find a steward/ess, found them all in the kitchen area, eating the cheese snacks we were supposed to be served. When I asked if they had anything to tide me over until landing, they gave me a small container of nuts. If this is first class service, never again. The flight crew was just about as unprofessional as I've ever seen.

Even though services were delayed, I still arrived at my destination on time. Plenty of room in economy class on my flight to Tokyo and the food was great, even for airline food! However, my one complaint is that the attendants and staff seemed to be not enthused about working the flight. I understand that it may be a stressful job, but a smile goes a long way. Overall, American is my favorite US carrier and will fly again.

CUN-JFK-CUN. In Mexico check in fast and easy, no line at security. No lounge for premium passengers. Priority boarding. On board no food on a nearly 4hr flight. Drinks offered twice for free. Comfortable 737, very nice FA. IFE one movie. Arrival at JFK T8 very pleasant. Only 5 min for passport control and bags on belt short after arrival. Return: JFK T8 took 15min for check in, big line at security (fast track). Great lunge for premium passengers. Again flight departed on time, same service. At CUN very fast arrival service, passport control and bags on belt. Very good price and product.

My flight was schedule to fly first class out of Baltimore to Fresno with a layover in Dallas. After we boarded our flight in Baltimore the pilot came on and announced the flight would be cancelled due to mechanical issues. From there, there were no other flights out of that airport so they gave us a taxi voucher to go to Dulles and fly from there to LAX and onto Fresno. What followed that was a disaster. My husband and I both flew together and there was no first class available so we flew economy, because we didn't fly first class but paid for it you would think the refund would be easy. No it wasn't. I was told in Baltimore that they would refund it at Dulles. When we got to Dulles they said we had to call in. When we called in they said we had to go into the ticket counter. When I went back to our local airport they told me I had to call. I understand that flights get cancelled and stuff happens but I shouldn't have to pay for something that I never got.

JFK to Montevideo via MIA. JFK-MIA scheduled to depart at 5pm but due to mechanical problems we did not board until 6.30pm and took off at 7pm. Flight was packed (old 767-300) with a large number of kids. No food offered but AA did provide food vouchers at JFK while we waited. Flight from MIA-MVD scheduled to leave at 11.15pm with boarding at 10.30pm. Arrived at the gate at MIA at 10.00pm and I had to go what seemed to be miles to get to the gate for the MVD flight. No one from AA to assist with connections. Flight from MIA to MVD was also full but FA's were good. Return flight, another ancient 767-300 (entertainment system circa 1985), again FA's good, the food better than the food from MIA. Arrival in MIA at 5.00am, immigration was relatively quick and so was customs. No one from AA to assist with connections. Upon arrival at JFK not only my bag but the luggage of 40 to 50 other passengers did not arrive. Had to spend 2 hours in line to get my claim for my missing bag filed. My bag eventually made it to my home at 2.00am. I only take this airline because there are no other nonstops between MIA and MVD.

San Jose to LAX. Trapped on the tarmac forever, no food, no drinks and no functioning toilet at the end of our lovely trip - what a joke! The flight attendants could not have cared less about upset passengers, and we were re-booked on the wrong flights and literally dropped off in LAX with the wrong instructions and no help.

BDA-JFK-LAX-MIA-BDA for LAX on 17th of January. BDA-JFK flight uneventful but I was surprised when I tried to check-in at the BA terminal at JFK for what I thought was a Qantas code share to the West Coast I was informed by a very rude BA female that I could not use that ticket because I did not have an onward flight to Australia-this was never pointed out me online by AA. Another BA ticket agent called AA and rebooked me on an AA flight to LAX. This flight was on an old B767 and I was seated in 9G in a very full business cabin. The seat cushion was flat and there was no support it was like sitting in old chair with no springs. The crew tried to move me but the flight was full so I asked and received some extra pillows so sit on for 5 hours. Flight was uneventful and upon reaching LAX my baggage was missing-I finally received it 3 days later. The rest of the trip was again uneventful.

Signs things are improving. JFK-SFO in First class. Service was quite good. Cabin crew came around several times to refill drinks and offer more warm nuts. Dinner was a notch better than what we have come to expect these last years. Instead of tired shrimp appetizer, there was prosciutto. Salad well done. Asked steak to be cooked rare and they did it! In short better food and service than I have seen for a while.

For an established airline it is extremely disappointing that after waiting in a cold terminal for 5 hours with 2 young children our flight was cancelled due to staffing issues! No pilot available to fly a completely booked flight is unbelievable and unacceptable. Flight scheduled to leave at 8.20pm. After receiving excuse after excuse, delay after delay, every 30-40 minutes, the flight was cancelled at 12 midnight. Not only was our flight cancelled, American Airlines was unable to accommodate us on another flight. We had to wait in a long line for another 2 hours with other customers. For the first 40 minutes, only one agent was working on re- booking flights, answering questions, giving food vouchers, and making hotel accommodations. Another agent came to help, but the two of them were overwhelmed with the long line of customers. When it was finally our turn with the agent, she was unable to accommodate us on any other flight. My fiancé, 6 year old daughter, 7 year old son, and I left the terminal after 2.00am. We were cold, hungry and stressed. We had to pay to retrieve our car from the parking garage and didn't arrive home until around 3am.

Unfortunately, even though American seems to be willing to change, it's far from being the case. For my flight from Washington DCA to Colorado Springs via Dallas: No service provided by the flight attendants who seem to be willing to go home before you (and they are ready to leave the aircraft before you). Very poor service onboard on an old (but still okay) "Super" 80. However, both flights on time. For my flight from Colorado Springs to Newark via Dallas: First flight on time. Second one delayed by almost 2 hours because of the weather in NJ, VA etc. Of course I can understand adverse weather is a problem in aviation. However, on the ground, American doesn't even have an information desk at their HUB of Dallas Fort Worth! The ground crew (when you can find one willing to help are mostly not nice). So if you want to change something and try to take an alternative flight so that you don't miss your connection, well, they don't care too much! American knew the inbound was late and was still planning a departure 5 minutes after the estimated arrival of the aircraft. Same story onboard, except for the pilots who were very professional. For the rest I guess the cheap fares and the convenient flight times were the reason why I chose American. I would not fly American again if I have the choice to take another US carrier.

We missed our connection at LAX due to an unexpected delay in our incoming flight. A One World person met us with new bookings for our onward flight. The system worked perfectly. We flew First Class to Hawaii on February 27th. The seats were comfortable and the crew worked their socks off during the flight. It was a much better experience than reviews had led me to expect.

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