American Airlines

MAD-DFW Business: Every single aspect of the flight is mediocre and lagging well behind competition. Tatty 767-300ER with 90s interior (claustrophobic even in Business). Caution: if you assume that travelling Business means you can relax and board the last on this Madrid-Dallas route you are in for a huge shock. All overhead compartments designed last century are not capable of storing vertically standard 22" hand carry and as a result they get filled quickly. Crew unhelpful preferring to watch the chaos instead of assisting. Entertainment is only provided by Samsung Galaxy distributed by the Crew but at least the headset is high end (BOSE). Food is the only consolation tasting above average. Did not check any luggage due to fear of losing it at DFW. And here is the final kicker: Admiral lounge at DFW gives you a coupon valid for one drink only the very first time I was treated like a homeless at a Business Lounge. Avoid at all costs.

AA27 ICN to DFW. 20/12/2013. First off Incheon Airport is a gem and it is easy access via express train from Seoul Station. On arrival at the check in we found a line that was moving along nicely. We arrived at the counter as a family of 3. I had a separate ticket as I was travelling back on a different date from my family. There was a hiccup with my ticket as they could not find the leg from DFW to AUS and we were travelling together. It took the check in lady quite a while to find it but we stood patiently as she was trying very hard. She finally had to give in and get a supervisor to help. All the while the other agents kept the line moving along and no one was stuck. The check in staff were all very apologetic and the supervisor finally found my ticket. She noticed that I am a Platinum level traveler and said that she would try to upgrade us all to Business Class. She was successful at it and we were given the upgrade. This made a huge difference as we were on our way home for Christmas and were not looking forward to that long flight in economy. The flight was 100% booked solid and not an empty seat was available. The staff were attentive and gracious. They went out of their way to ensure that our 12 year old son was comfortable and had plenty to eat and drink. Have to say that this was a very good experience from AA. Only drawback is that the entertainment system needs an upgrade. Screens are small and not a huge selection for an 11 hour flight.

EWR-MIA-SXM. On first leg late arriving aircraft meant a delayed departure and a dirty plane. Flight was saved by excellent FA. Second leg late again no pre departure beverage uninterested FA/crew and filthy bathroom. Food service is rushed and fair at best.

Flew from Recife Brazil to Miami. This airline continues to live up to their reputation that they have earned for being terrible. The check-in experience was such a demonstration of incompetence and bad manners by the counter staff. Both the ground and cabin staff were not helpful and rude. They seriously need to undergo training in customer service. They were 11 passengers in Business class cabin and they'd already run out of Beef and seafood by the time they asked me for my choice of food. The food was very bad. The seat was old and the entertainment system did work for some passengers. The staff disappeared by the time they take away the food.

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.

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.

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.

LHR-LAX-LAS-LAX-OGG-LAX-LHR Nov 28 to Dec 9. I had a 2-week trip to 3 destinations in America all on American Airlines. All 6 flights were punctual and flight attendants on all flights were polite and friendly especially the last 3 flights. The new business class seat in AA's 777-300ER is the most comfortable I've had. Slept very well on both flights between LHR and LAX. I was also satisfied with the unexpected angled flat bed business class seat on LAX-OGG-LAX flights in 767-300. Overall I was very happy with their service and products. If AA ground staff can also deliver the same good services then AA will become a true premium full service airline in America.

Recently flew with American to and from Key West FL. It seems overly obvious that this 'old' airline is staffed with employees who are looking forward to retiring. Late flights unusual delays on the tarmac fake smiles and just the feeling of being on a cattle car. The days of friendly flight attendants is but a fond memory.

Thursday evening they cancelled my son's flight to DFW (due to weather) I held on the phone for 1.5 hours and even though he was flying as an unaccompanied minor and they could see I was on another flight to a foreign country at the time they wanted me to pick him up and take him back to the airport later. My friends husband came to the airport to take my son so he could then take him to his new 2pm flight. I waited in line at the airport I was flying out from for a gate agent to fill out the paperwork pay the extra fee etc. but no one was even at work at the gate. I have to fill out paperwork for my son pay and still get to my own flight and through security. My son was put on a flight for that afternoon then makes it to Dallas. Today I come back to the country and when attempting to board my flight from MIA to DFW I am told I can't take my bag on that has already been on 4 American Flights since Friday. They called final boarding. She proceeded to tell me now I wouldn't be getting on that flight. The supervisor eventually put me on a standby flight for 6.50 am since I missed the 8.35 pm flight I was supposed to be on the night before. They told me I was welcome to sleep in the terminal. At this point I don't know if I'll get on the flight in the morning since I'm standby and they wouldn't assure me a seat.