American Airlines Passenger Reviews and American Airlines Customer Trip Reports

Boston - Miami - Belize and return, all flights early or on time, equipment in good condition and working well. Meals, not extravagant but good, served promptly with frequent offers of beverage refills. Staff professional and many were engaging and seeking ways to be helpful.

Full service American Airlines has a budget carrier mentality. For our 5 hour international flight from LAX to Toronto and return trip we had to pay for all checked baggage including the 1st bag of each traveller in our party. Only non alcoholic beverages were complimentary onboard. Food was chargeable although we did learn on our return trip we could buy food elsewhere and consume onboard. In Asia only budget airlines charge for check in bags and food/drinks inflight.

Where do I start? We booked a BA flight however were transferred onto an AA return flight from JFK to London Heathrow. What a mistake! I thought America was a developed country however their National carrier are flying through the 1970's! The seating arrangement on a shabby old 777 was poor. As a family of 3 we were wedged into the middle of a stack of 5 seats. The entertainment was terrible and to top it off, there were no headphones available throughout the flight. The food was terrible and you had to pay for alcohol. Flight attendants were unfriendly and uninterested and it was a relief to get back home.

Flew LAX-MCO on 06/01/13. Attendants are so rude, food terrible and you pay for this and that. Flying in the US is a complete joke compared to other countries where it is a pleasure. They may have re-painted their planes but it is the service that means a lot to the paying passengers.

Rebooked on to an AA flight from JFK to AUS after my LGA US Airways flight was delayed. Fast transfer over to JFK at 4pm. Check in using the kiosk, no checked luggage, reasonable upgrade to first offered for $90, but I declined. Got my preferred seat w/o a charge on a full flight and headed through a very fast, 5 min security check. New JFK terminal is still very nice. No time to check out the lounge. Gate agents were pleasant and looking forward to the "new" AA. The plane a 737-800, was very clean and in good repair. The seat and legroom is reasonable and comfortable in my 300,000 AA miles opinion. BOB food options looked good. I opted for the cheese and crackers and fruit to accompany my drink orders. Full cans always provided. BOB was nice and a fair value. Two rounds of drinks / BOB and one round of water / OJ on a 3HR 45 Min flight, plus complimentary in-flight entertainment, 1 movie and 2 TV shows. What more could you ask for? Always a fan of AA and I still am. Great staff at JFK, especially the gate agents, the plane was clean and comfortable, the flight attendants worked hard.

Just returned from Hawaii, 10.5 hours with a horrible crew. Dirty bathrooms and dirty plane. Movies worked on and off. Crew acted like it was a bother to give us water and or coffee which was all we asked for. I will not fly AA again. The crew flying out was better but that plane was dirty too. Crumbs and seeds in the head set and the tray was dirty.

Los Angeles LAX - Orlando MCO. Surprisingly, the flight was on time but the airplane was as old as they get (old 757). Not only did it smell, but the AC did not work properly. Crew were rude and did not offer me any of the complimentary items - I had to ask for them personally. The only entertainment available were some old tube style televisions that were in the centre of the airplane. Movies played were absolute garbage and the signal for the TV's was so poor that it was hard to watch. It is surprising that these airplanes are still being used in the USA specially for such long flights.

Detroit to Chicago to Atlanta. Flight arrived late because it had fuelling issues in the previous city. When it did arrive the trip quickly went downhill from there. The plane took an extra long time to prepare for take off. Then the delay in de-icing was about 20 minutes. Due to an unruly passenger, the plane was turned around and it took 2 hours for the police to remove the passenger from the plane. Once cleared to go - the assistance was lacking. Everyone who had connecting flights were missed. No one had any answers. In the air you are charged for snacks. Increase in pricing - decrease in leg room decrease in service quality, decrease in quality. The trip did not get any better. I was sent all over the Chicago airport to retrieve luggage that was not there. There was no one at the Chicago terminal to help us with our plight of missed connections. I had to go to flag down someone in a uniform from a gate down the other end of the terminal. The food vouchers were $12 for dinner - nothing costs $12 in the airport. We were left to figure too many things out on our own.

Iberia flight from San Sebastian to Madrid and then Madrid to Miami to connect to an American Airlines flight in partnership with Iberia from Miami to Las Vegas.  Iberia flight was about 45 minutes late. Although we rushed to make the American-Iberia but since we had to go through passport control and customs just missed it  Rushing was difficult as we had five bags with us, no carts available and we are both over 65. At the American Airlines reconnect ticketing area, we showed our tickets to two separate American employees and were told by both to stand in line to rebook. Along with us were several other passengers from the Madrid-Miami flight in the same situation. We stood in the line for over an hour, during which time an American airlines employee called out several different destinations. When we asked about Las Vegas, we were ignored.  At this point, we had been traveling for about 20 hours. When we had almost reached the desk, an American employee told us that in order to rebook we had to go to Iberia on concourse J. No apology, no hint of sympathy, no suggestion that American had just wasted our time and energy for no purpose. When I said that we had been told to stand in this line by two American employees, she airily said, “No those aren’t American employees and they don’t know anything.” The outrageous thing here is not that we missed the flight. It is the callousness of American Airlines staff who could not even say “I’m sorry for the inconvenience,” much less mean it. If American is going to outsource essential functions to employee look-alikes who “don’t know anything,” I obviously cannot believe anything told to me by American employees. To give customers the lesson that nothing told to them by a business is likely to be accurate and that customers must always watch their backs is not a business model that is likely to attract or keep customers. Iberia rebooking was on concourse F, so even that bit of information was wrong.

American Airlines has sharply declined in terms of customer service in the last several years. Although I used to think it was one of the better airlines, my recent experiences was so unpleasant that I won't be flying them again if I can help it. We were given wrong information by people who appeared to be AA personnel, resulting in having to stand in line for an hour after missing a connection, only to be told when we got to the counter that we had to go elsewhere to rebook and that "those people" didn't know anything and that they didn't work for AA. No apology, no smile and certainly no help. An example of the new business model: mislead customers and then refuse to be accountable. When we did get on our next flight (cross-country 6 hours) they ran out of food completely, even to buy.

My booking was done on British Airways and I did not notice before hand that the flight from London Heathrow to Dallas was operated by American Airlines. With 2 small kids, I was hoping at least an updated entertainment system. Boy was I surprised to see an old outdated Boeing 767 being operated on such a lucrative segment. The seats were so hard my bum hurt for two days after getting off the plane. The flight had monitors in the overhead to watch movies. The movie selection was horrendous. The food was okay but with such a shabby plane all we did was sleep through the entire trip so the food was never consumed. Leg room - almost non-existent once the gentleman in the previous row decides to recline. I have learnt my lesson and should check my itinerary a little better. I see that AA operates 767 flights along many major Europe segments which is really shocking. 10+ flights and we get a 767 to fly.

Miami - Rio de Janeiro, 767 coach. Flight attendants served dinner in a hurry and disappeared quickly. The food is a joke. A spicy pasta in a flight full of children, no special orders honoured. A passenger in business class told that there were not enough food for all passengers. They started the only film before dinner so it was almost impossible to watch the film, showed on an old screen. Arrived on time, at least.

The flight to DFW was average with nothing notable to mention, however, on the flight from DFW, our flight experienced an unannounced gate change and we missed our flight. Booked on standby 4 hours later, we experienced 5 gate changes in 90 minutes. While waiting another passenger flying to Lexington arrived at the gate after everyone had boarded and with no attendant at the gate, boarded the aircraft and took his seat. Minutes later, he was escorted back to the gate to scan his ticket and was told he had now missed his flight with the aircraft still at the gate and the door still open (carry on still on the plane). No compensation was given to any of us that missed our flight due to the number of gate changes and confusion and it seemed that "musical gates" was the norm as we talked to other veteran flyers.

Los Angeles to New York. I am deeply disappointed with the AA services and policies. What happened with the old fashion good service out of professionalism and dedication? All I got was smiles while telling me I had to pay more for everything. 16 pounds overweight on the only bag I checked in was $100! Food is only for purchase. The flight attendant slams the lids on the overhead bins without even looking if your coat got caught in the latch. After all this who has time to notice the paint coming off everything in the plane. If I am to compare with a domestic European flight, American Airlines are simply substandard and trying to make a profit from absolutely everything.

JFK to SDQ. Round-trip flight on 767 from New York City to Santo Domingo. Outbound flight was on time. Limited inflight pay-for-snacks options. Inbound flight 3 hours late departing. This entire flight is only 3 hours. AA provided no reason(s) for delay at departure gate, and no apology for delay announced at departure. Arrived in NYC at 1.00am.

Outward LHR to SJU via JFK, return SJU to MIA then BA to LHR. Read some horror stories on here about AA and connecting at JFK. Well I must admit we had no problems at all. A little late leaving LHR and arriving at JFK but connection through JFK was very speedy and hassle free. Made the connection to SJU with hours to spare. Service was very good on both flights as was the food and drink. Cabin crew very friendly. On return we were business class on a 757, it's like being back in the 60's but comfortable enough. Flight was early into MIA and again service was good. I would have no hesitation in using AA again.

Miami - Panama City - Miami. Both flights on time. Attentive, professional cabin crew. Good quality and plentiful food and drink. These two flights ticked all the boxes.

Business Class, BGI-MIA. On ground services in Barbados are a joke. Carpeted Business Class check in but no agent. Coach agent checked in 3 pax and then 1 Business Class. Flight delayed but no announcements. Chaotic general boarding with no priority access. Out foot gate. Waited in sun for 20 minutes as they moved the stairs. The rating here reflects clean plane and good on board service.

Flight to Jamaica was okay and arrived on time. Scheduled flight home was delayed 1.5 hrs. They were working on the air conditioner, they only had one of them working and had to fly at a lower altitude because of it. Therefore the flight took longer. Connecting flight was missed because of the delays. They did put us up in a hotel room and money for food. Refused to rent us a car so we could make it home that night. The next morning when we checked in they wanted to charge us for our checked luggage. Finally got that fee dropped.

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