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American Airlines Passenger Reviews and American Airlines Customer Trip Reports



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American Airlines Customer review :  10 January 2014 by D Graubard    (USA)

Rating : 9/10

Score 9 out of 10

Cabin Flown

First

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

ORD-YYZ-LGA-ORD Jan 3-6. Flight out to Toronto was fine. Delayed a bit in Chicago but landed on-time. Flight attendants friendly and love AA's new E-175 jets. Return was on the day the huge freeze hit the Midwest. Morning flight to ORD cancelled and put on 9.15am flight. That was delayed a few times then cancelled. Went back to the ticket counter where the agent put me on the next available flight Tuesday night (36 hours later). I asked to be routed through NYC but she said I had to deal with the ExPlt desk for that. After 2 hours on hold for the ExPlt desk (completely ridiculous but with the storm issues expected) I got a friendly agent who booked me on the 12.55pm to LGA then Tuesday flight to Chicago. YYZ-LGA flight an hour late with only 8 passengers aboard. Great flight attendants - lots of humor. Landed in LGA and went to AA desk to see if there was any flight leaving for ORD that night. Only one was scheduled (6 cancelled) and she got me a seat in coach - was very happy. At the boarding gate got my upgrade by an excellent gate agent who had a fun attitude in dealing with all the craziness at the gate. Good flight to ORD - had a nice squash gnocchi and salad. Cookies offered also. Landed 15 min ahead of schedule as there were no planes landing at ORD. It was a bad weather period but I think AA did a good job.



American Airlines Customer review :  9 January 2014 by B Michaels    (USA)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Flew Business Class from Santiago, Chile, to Dallas/Ft Worth on a 777. I fly First and Business Class on airlines around the world, and I don't have a problem at all with these Biz Class seats and amenities. Even though the seats are angled and not lie-flat, I slept like a baby and found the different positions very comfortable. The IFE selection is minimal and not competitive with other airlines, but it was decent for the 9.5 hr flight - besides meal time and sleeping took up a big chunk of the flight anyway. Dinner was good, with the traditional AA sundae served at the end. This was an 11.10pm departure on an overnight flight, so the meal time is odd, but I was glad they offered full options. The crew were fine - your average, run-of-the-mill crew who have been flying for 40+ years. They don't make any effort to make the Biz Class experience special. AA service levels are average at best, and can't come close to what is offered with the international airlines. The Admirals Club in Santiago was crowded and food selection poor. Not recommended.



American Airlines Customer review :  9 January 2014 by Tony Russell    (UK)

Rating : 1/10

Score 1 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

PAN-MIA-LHR. This flight was delayed and delayed with no information forthcoming. We were eventually informed that it was due to a late incoming flight. The delay was so long that we were eventually told that the flight had to be cancelled because the crew were out of time and they did not have a replacement crew available. We were then told that we would be taken to a hotel room for the night and rescheduled for the next day. The staff did not follow this up with any action and eventually we found out why. They had miraculously found a replacement crew so the flight was back on. Even then, we were given the option of flying or staying in a hotel. By now the flight was 6 hours late. We were promised by AA staff that when we got to Miami, our onward flights would be rebooked and that there would be buses to take us to a Miami hotel for the night with transfers back to the airport. The flight to Miami was appalling, no hot food, surly crew. I was given two bags of nuts as a "comp." When we finally arrived at Miami, the ground staff were useless, one particular individual putting on the best display of passive aggression towards customers that I have ever seen. We were left to fend for ourselves. I got a taxi to a motel and paid my own way. Luckily, the hotel had a free airport shuttle the next day.



American Airlines Customer review :  7 January 2014 by Lesley Kong ShunYukK    (USA)

Rating : 2/10

Score 2 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

I was at the priority check-in line for flight 169, LAS to NRT, scheduled departure 9.15am. I arrived 2 hours early, I thought the priority line should be fast, however I waited for 1 hour and was still waiting. From early morning there was only one 1st class counter opened, the 2nd one was opened at 8.15am. The line was very long, slow and chaotic. One agent tried to organize it so that the passengers waiting would not obstruct the walkway, she had to repeat the same message again and again to every passenger that joined the queue. What a waste of man power and inefficiency.



American Airlines Customer review :  7 January 2014 by M Delancey    (France)

Rating : 2/10

Score 2 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

CDG to JFK. Flight bought at the last minute at a very reasonable price. Of course you get what you pay for. The plane (B767) looks good from the outside (new painting). Inside, it's so old that I can't even remember the last time I've been in such an outdated plane. The overhead compartments were so small that even my bag pack could not fit in. No need to talk about inflight entertainment as there's barely any. It's just a few central screens with two movies played. The funniest is that business class seats apparently don't have inflight entertainment either as, before we landed, the crew mentioned that they would be collecting portable devices in business class. The seat was of course quite worn out and not that comfortable. At least the food was not that bad. I expected much worse after boarding the plane. Maybe it's because it was made in CDG but the pasta I ordered were tasty (even though the portion could have been bigger). What struck me was how non existent the flight attendants were during the flight. They showed up to bring the main meal and the snack before arrival in JFK and that's about it. AA had reserved the last three seats of the plane for them. Two of the FA's spent the flight on those seats while the third one remained hidden behind the curtain in the galley. You didn't feel welcome to ask for refreshments during the flight. Anyway, all in all, American clearly offers a substandard product. The worst product I've seen I think is that of US Airways. I can't imagine what the merger of the two will produce.



American Airlines Customer review :  7 January 2014 by B Wijesinghe    (USA)

Rating : 6/10

Score 6 out of 10

Cabin Flown

First

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

DCA-LAX-DCA. 737-800. Outbound: Flight on time. Pre-ordered steak dinner was quite good. Staff efficient and reasonably friendly. Drinks service OK for flight length, with a mini pre-packed snack basket (sweets, chips, nuts, etc.) served closer to landing. Seat and entertainment system simply awful for so-called First Class, with no foot rest or individual video screens. Only a video via the ceiling mounted screens, and cheap earplug type headsets given free. This seat is not comfortable for a 5.5 hour flight. I hope the new seats that are advertised work better when these planes are retrofitted in the future. Inbound: Had access to the AA LAX Flagship Lounge (inside Admiral's Club) due to my OneWorld Emerald (BA Gold) status. Almost empty in the early morning, with a reasonable spread of food and drinks. Flight on time. Staff more friendly than the outbound flight. Pre-ordered omelette breakfast quite good. This aircraft had the new sky interior, but the same awful seats and entertainment. Looking forward to trying out new AA domestic seat and video products in the near future. Bags delivered slower than expected at DCA.



American Airlines Customer review :  7 January 2014 by Michael Bone    (UK)

Rating : 3/10

Score 3 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

LHR - DLW - Reno. Major complaint is seat allocation. Booked flight for 6, including 2 children under 7, 6 months ago. Online checks appeared to show a group of 6 seats allocated together. At check in for return flight we were told that no allocation had been made and that only 3 groups of 2 seats were available. I thought that seating for family groups were a prime consideration. How naive of me. Other airlines such as Virgin can manage this simple task! DFW to Reno leg used an old Mcdonnell Douglas 80. In each direction the family were placed right at the rear where the engine noise was fearsome throughout the trip. Incidentally why not load the rear first to avoid the constant queuing to get on board and luggage stowed when loaded from the front?



American Airlines Customer review :  7 January 2014 by James Beinart    (USA)

Rating : 1/10

Score 1 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

I was booked from JFK to GRU on AA 951 on Jan 3, 2014. American Airlines cancelled the flight without explanation and provided no alternatives. I scrambled to find a replacement flight on my own and got a seat on AA 919 from JFK to GRU the next day, Jan 4 2013. I checked in more than 3 hours prior to the flight and went to the gate, where staff were simply milling about. No boarding announcements, until one of the American Airlines staff said that "The plane (which had arrived a day earlier) was at the hanger" when it should have been at the gate. Time of departure was pushed back 30 minutes, then another 30 minutes, then another 30 minutes and so on, until it was 3 hrs late! As a result, we could not go anywhere, but had to stick around in case the flight suddenly started to board. When it was time to board, the famous rudeness of American Airlines staff reared its head. The gate staff started barking at passengers about boarding the aircraft efficiently. The head of the cabin crew made a similarly rude announcement that passengers should take their seats quickly. The only saving grace was I finally asked for an upgrade and got one. Still, even in a higher cabin, the service was poor by notoriously grumpy flight attendants. We landed several hours late in GRU and had to wait a long time for ground staff to bring the moving bridge to the plane! The only reason I stay with American Airlines is for the frequent flier miles.



American Airlines Customer review :  3 January 2014 by R Paterson    (USA)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

RDU-LHR return in Y. Outbound check-in and bag check handled smoothly, no complaints. Boarding somewhat chaotic but this was mainly due to the layout of the gate area. Aircraft on this route are older 763s with no IFE but seats and toilets seemed in decent condition. Food decent enough and FAs - while not terribly friendly - were diligent about offering drinks. Entertainment was pretty miserable but what do you expect when you have no seatback system and have to rely on the overheads? Pretty laughable for an international leg. Return flight check- in at LHR was a breeze but boarding was infuriating! Pax with group 3/4 boarding passes rushing the gate during pre-boarding, gate attendants barely speaking above a whisper when announcing boarding groups. Really ridiculous. FAs on return flight much friendlier. Main Cabin Extra proved worthwhile as the legroom was plentiful. All in all, worth the competitive fare but not nearly at the standard of other nations' flag carriers.



American Airlines Customer review :  3 January 2014 by J Birbeck    (UK)

Rating : 8/10

Score 8 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

LHR-DFW-SJO, return via JFK. I set out with middling expectations of AA in economy and was pleasantly surprised. New 777 is great, seats a little narrow but what can you expect? Flights to and from SJO on old 757s but crew made both flights quite enjoyable. If only JKF immigration would work a little better. Everyone's experiences are always different but on this occasion, AA looked after us nicely.



American Airlines Customer review :  3 January 2014 by N James    (USA)

Rating : 5/10

Score 5 out of 10

Cabin Flown

First

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Recently landed from DFW-LAX-SFO. On my initial flight from DFW to SFO, most things in comparison were fine, however the quality of first class compared to Virgin is excessively disappointing. There were a lot more passengers in the first class then ever, the FA was running around endlessly, and even forgot to give us a cookie or even a snack with our drink. On the return trip the service was much better, but did not offer any pre-flight beverages. On the last leg, they even failed to grab my coat and hang it up for us. Overall Virgin America still has true First Class seats, the new AA first class are more like business class with amenities. The food is quote mediocre, but better then before.



American Airlines Customer review :  3 January 2014 by S Daniels    (USA)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Business

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

AA hits a homerun with its new business class on the 777-300. They've entirely reinvented the AA business class experience with lie-flat seats in private pods. From JFK-LHR we experienced great food, good service and restful sleep. It beats the business class of many quality European and Asian airlines - and is the best among US airlines. Nice to see AA investing in its product.



American Airlines Customer review :  2 January 2014 by S Cook    (USA)

Rating : 1/10

Score 1 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Wanted to fly from ORD to CLE and decided to take AA for the first time after having had bad experiences with them a few years ago. Flight was canceled 1 min before departure without any information and now have been waiting for 7 hours to get my bag returned. The ground staff are rude and unhelpful, if this is suppose to be the new American, as they advertise it, then I think they should over think their business model.



American Airlines Customer review :  31 December 2013 by K Mize    (USA)

Rating : 10/10

Score 10 out of 10

Cabin Flown

First

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

I have read many negative reviews about American Airlines and was hesitant about booking my recent flight on them but due to the price of the ticket (flew first class) and the short notice of booking a flight over the holidays I chose them. Well I was very pleasantly surprised. All my flights (GNV-MIA-IAD) were on time. The flight attendants were friendly and very professional. The meals were good and the airplanes were modern and clean. I usually fly Delta but with such a pleasant experience on American I may reconsider who I book on future flights.





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