American Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 2212 reviews
3/10
3 star Skytrax Rating
Filter Reviews by :
Show
3/10

American Airlines customer review

(United States)

In the air American was decent. We flew TUS-DFW-BNA and EVV-ORD-TUS and found the flight crew to be friendly and helpful for the most part. The issues we had were with customer service on the ground particularly in Dallas where our missed flight did not result in any support for our troubles. They also lost our luggage but they apologized and compensated us appropriately sending a check in a very timely manner. The MD-80s they fly are fine but the fact that I flew in a plane 5 years younger than me doesn't do much for my faith in the company. American Eagle's ERJs are horrible for anyone over 5 feet tall and they feel dated. The newer 737s were nice however.
Cabin FlownEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
5/10

American Airlines customer review

(United States)

SAN-ORD-ROC and BUF-ORD-SAN. I decided to fly paid first as the cost when booking only a few weeks out was only slightly more than economy. I've flown AA first domestically many times so didn't expect much but flying so early in the morning it was nice to have a slightly larger seat to sleep. I'm only writing this review to point out what a drastic turn for the worse after the merger. The food quality while on domestic F is never great has always been better than the rest on AA. It is now absolutely disgusting. The one positive is that first is now offered on American Eagle - a very minor improvement of course for a flight so short in duration. I really hope management wakes up and realizes that they are ruining what was a much better than average airline.
Cabin FlownFirst Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
2/10

American Airlines customer review

(United States)

Nov 10th AA2216. AA2463 Nov 11th. Our flight from LA to SYD was QF12 on Nov 11 2014. I would like to give American Airlines a poor review on their performance and customer service we experienced on a flight to Sydney Australia in November 2014. Our flight was delayed leaving MSP partially due to weather but really because they left us sitting on the plane while they delayed the de-icing and then took 45 minutes to do something the pilot said usually takes 15 minutes. We missed our connecting flight in DFW that was to take us to Sydney and the ticket attendants there absolutely refused to re-route us onto several flights that could have taken us to LAX to connect to a flight to SYD that same night. They instead put us on a flight the next day that would re-route us through LAX and on to SYD making us lose an entire day in Australia. The ticket attendants were rude and inconsiderate. I have never had such poor customer service in all my years of flying. DFW said it is a policy not to allow someone on a flight through stand-by if their end destination is international. American Airlines said each airport has their own policy on that and it is not a standard AA policy. There were several flights that went from DFW to LAX that evening and they allowed over 30 people to board those planes on stand-by but would not allow us to.
Cabin FlownEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
8/10

American Airlines customer review

(United States)

Traveled three times round trip LAX to LHR in the last 4 months of 2014: flights 136 and 135. Equipment - 777 300ER (I go out of my way to fly this plane as it is the newest and most comfortable). Business Class. Seats J12 J13 and J14 (window seats). I can't say enough good things about the seat (private and roomy flat bed) the inflight entertainment (15" screen) and the noise-canceling headphones (sized large enough to surround the ear rather than mashing it as do the headphones on BA). In all instances the food from LAX to LHR was not good and certainly not worth the calories (the same can be said for BA). Better to eat in the Admirals Club Lounge (more on this later). The food from LHR to LAX was much better and excellent on one flight (must have a better kitchen at LHR). The LAX Admirals Lounge is comfortable enough but it is unconscionable that long-haul business class passengers are required to pay for everything beyond bar snacks and coffee. I have never paid for food in the business class lounge of any other comparably-sized airline. And we were mislead (cheated) by one of the wait staff. As an aside BA shares the Admirals Club Lounge in San Diego and as a BA passenger I wasn't charged for food in the lounge there. The LHR Admirals Club Lounge is certainly spartan but well-tended and thankfully much less crowded than the BA lounge. In fact the AA lounge was just about empty on my three visits. Yes the food in the AA lounge is limited compared to BA but at least you don't have to pay extra for it as you do in all of the Admirals Clubs in the USA. Check-in was spotty at best and miserable at worst. At LHR we had to use the check-in desk for coach passengers because there was only one business class desk in operation. I would recommend AA but only for passengers flying business class in the 777 300ER aircraft.
Cabin FlownBusiness Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
1/10

American Airlines customer review

(Italy)

I just flew on a Milan-Miami route with AA and thought the interior was extremely run down and dirty. No personal TV's poor choice of 2 films for a 10 hour flight cheap headsets dirty and broken toilets and disgusting food. My kids flew over thanksgiving one from Dallas to Madrid and another from JFK to Milan and the plane conditions were the same. Will never fly again AA on International flights!
Cabin FlownEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
5/10

American Airlines customer review

(United States)

NRT/ORD 777-300 I hesitated booking F/class on AA even with award travel because of their flight attendants' general culture of hostility towards passengers but I reasoned I'd be asleep for much of the flight. We sat on the tarmac for 45 minutes before taking off. When returning to my seat from the lavatory after we'd finally reached cruising altitude a flight attendant looked at me coldly and barked "Put your seat belt on!". There was some turbulence but this was not the way to handle it. The purser was friendly and efficient but he referred to my husband as "Mr.---- " and called me "Dear". The new seats were very comfortable though and I liked that my husband and I could spin the seats to face each other while dining (although the food was surprisingly bad). I slept well on the comfortable flat bed. If the food and service were comparable to the seat it would have been a great flight. Until then I'll continue to book transpacific premium travel on Asian carriers.
Cabin FlownFirst Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
2/10

American Airlines customer review

(United Kingdom)

I dread flying with American Airlines but with their association with British Airways (Who are fantastic) I have to for internal American Flights. Last flight was from Boston to New York with an onward BA connection to London. Arrived at Boston airport for check in very rude AA check in attendant who was unhelpful and just plain miserable. Onwards to the departure gate screens indicated a 25 minute delay. Was not too concerned as had around 4 hours to connect onto BA flight once landed in JFK. We then spent 2.5 hours waiting at the gate with hardly any communication from AA staff apart from "Its a weather delay" turns out it was due to a faulty aircraft door. Anyway the four hour connection time was fast approaching and people were starting to become annoyed and very irritated. Finally ushered onto the aircraft at speed as we only had a window of 25 minutes to board and be airborne if not flight would be cancelled as the crew would be out of hours. We boarded the aircraft and took off with around 4 minutes to spare. Seatbelt signs stayed on for the whole flight and apparently due to adverse weather the crew would also remain seated so no food or drinks would be served. I have honestly never been on an AA flight whereby the crew are smiling happy to serve you and are actually grateful for you flying with them and I have taken around 8 AA flights including across the pond the attitude at times is appalling. On the same holiday I was on a delayed Delta flight from Atlanta to Boston and the difference between staff was unbelievable was even given a free beer and sincere apology for the delay and more importantly was kept informed and the crew were cheerful and happy. AA manners cost nothing!
Cabin FlownEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
2/10

American Airlines customer review

(United States)

I am a long time traveler and loyal to American Airlines however whoever designed these "new" planes must have been 2 feet tall. The design is terrible. I am a slim 5'10" and sat in a "premium" economy seat from Washington DC/LA on a nearly 6 hour flight. I sat next to two other tall people making it even more unpleasant. I will start with the good American has finally come into the 21st century and provides individual screens for in flight entertainment but still not nearly as good as Virgin America which also offers many free viewing options TV etc. Chargers USB are improved as well. Now the bad - the leg room and more so the seat/tray table configuration (even in premium) is appalling and even worse if the person in front of you reclines their seat which is highly likely. In my case they did and my drink ended up in my lap. If the seat in front is reclined you are pretty much trapped. The head rest "wings" that allow you to rest your head from side to side are so small anyone with a normal size head could not possibly use. They are ridiculous. The seat pocket basically holds nothing forget stocking up on magazines and books for your long flight as you will be carrying them in your lap or chucking them on the floor. Though it's nice to fly in a nicer and newer plane it is just shocking that no consideration was given to traveler comfort on these new planes especially if you are a over 5'2". Not sure how the American or Boeing CEOs didn't catch this. They must have only tested out first class or they are all really short!
Cabin FlownPremium Economy
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
5/10

American Airlines customer review

(United States)

AA174 (Raleigh RDU-London LHR) on Dec 23 2014. We initially boarded the old rust bucket that is the 767-300 only to be disembarked a couple of hours later due to mechanical problems. They told us mechanics would have the problem fixed in 2 hours only for the inevitable announcement 3 hours later that they couldn't fix the plane and that we would depart the next morning. AA did provide hotels overnight but it was another 2 hour ordeal with 250 passengers lining up to see ONE representative. The next morning we all made our way to the gate boarded the same plane which the captain announced had been fixed and tested and waited for departure. Only we never departed. One hour later the captain announced the plane was STILL not fit to fly to the annoyance of us passengers. We had to wait a further 7 hours at the airport for another AA rust bucket 767 to come save us from London. After a 24 hour delay and 3 separate boardings for 1 flight we finally made it to London Christmas morning. My return flight (AA105) from London LHR to New York JFK operated on a brand new 777-300 was of course flawless. Lesson learned and tip: Do everything you can to avoid flying the 767 because chances are you won't be flying. They were good planes back in the 90's and 00's but they're unreliable these days. Moreover if you want entertainment and comfort avoid 767s at all costs. Ultimately AA is a good airline if you fly the right planes.
Cabin FlownEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
1/10

American Airlines customer review

(Argentina)

Flight AA900 EZE-MIA I traveled with my husband and we had window and alley seats but they are so very uncomfortable the leg space is almost non existent. The arm rests are very weird because that is where the entertainment control is so you put your arm on the control and it sets of constantly.
Cabin FlownEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no