American Airlines

✅ Trip Verified | Phoenix to San Antonio. Changed boarding gate # with no announcement. Almost missed flight. Staff was rude when asked about it. Will never fly American again. There was no concern that I almost missed my flight and that others may have missed it all together. Horrible customer service.

Not Verified | Round trip from Fayetteville, NC to Chicago, IL. Departed 2/04 returned 12/05. Return flight from Chicago departed 2 hours late. Missed connection from Charlotte to Fayetteville. Had to stay in Charlotte over night. Flight home to Fayetteville next morning left 40 minutes late. American had 5 chances to get a plane out of the gate on time and failed four of the five times. All Delta due to equipment failure of maintenance issues. Never again!

✅ Trip Verified | Austin to Chicago. Have flown many other airlines in the last several years and I really can’t say I thought one outdid American. They have really improved a lot over the last several years. Better seats, better planes, better lounges, more routes and generally respond well to feedback. The basic economy and the choice to make status much more difficult are unfortunate and weak in their copy cat nature but we shall see how they play out.

✅ Trip Verified | San Jose to Nashville via DFW. The customer service of this airline has consistently been pretty terrible and rude. I was placed on standby for a flight and went to the gate desk a little early and told to come back after the current flight departed. Understandable, no problem (with the exception of the slight attitude the gate attendant had with my mere presence). I came back when my flight was supposed to be serviced, and again told the flight just needed to pull out of the gate and she could help me, again with annoyance that I was back. I stand back a couple feet to make it clear that I am ready when she is, and then proceed to listen to the gate attendant talk about vacation, travel, all other chitchat etc., for 30 minutes - ignoring that I’m clearly waiting for her. I approach and tell her I’d like my seat assignment, and she breaks from her social hour, and throws a boarding pass at me that was already printed! Why was she waiting to just hand it off? This employee had no interest in doing a key component of her job, in just being generally pleasant like a normal human being, and instead wanted to just loaf and chat with colleagues as her main job - all else an annoyance. Most American flights I’ve had were delayed, and I only reluctantly booked again because I have a lot of travel this month and wanted to stretch a budget. If you can, pay a bit extra for any other airline to get you to your destination and be treated with some semblance of respect along the way.

Not Verified | We have flown American Airlines in Business a number of times over the past years and found it lacking in comparison with other carriers. This trip, however, broke that pattern. The 789 from Paris to Dallas was a delight, comfortable and plenty of cubbies for storage. The service was very good and the food was excellent. Based on expectations, this flight got an A+ in every category. The DFW-SJC portion was good but limited by the service standards of domestic flying. Crew was nice but I fail to understand why US carriers do not put footrests in F cabins. It is a small thing but adds greatly to the comfort of the flight. Good job AA.

Not Verified | Montego Bay to Boston via Miami / New York. Worst airline I’ve ever flown with. First could not get seats together with my husband. Was told & desk they don’t sit family members together because they want you to pay to sit together. That we buy the “air” not the seats. If we want to sit together more $$, even though empty seats together still available. Second booked our flight directly from Boston to Montego Bay Jamaica and back. Return flight from Montego Bay to Miami to LaGuardia NY to Boston. Left Sandals at 4 Am. Cannot for the life of me figure out Why they sent us this route when there were direct flights with empty seats from Miami to zBoston. For us to change was $400 additional. In LaGuardia now flight delayed 2 hours. We’ve been traveling since 8am will not arrive in Boston till 9:15 but every time we look at monitor delayed more. Horrible experience. Will never fly this airline again. Staff not sympathetic

✅ Trip Verified | In booking my round trip flight from XNA (Fayetteville, AR)to RSW (Ft. Myers) and back, when I printed the itinerary, the return flight was not to XNA but to FSM. Reservations wanted $400 to correct the return flight to the airport we originated from. It makes no sense that when booking online, I click on Round Trip and then enter from XNA to RSW and somehow the return flight gets mixed up and has us flying into a totally different airport. And they want me to pay $400 to make the correction to the airport that I was suppose to be returning to in the first place. That's what I call idiotic! I'll be looking for a different airline for our next trip.

✅ Trip Verified | London to Guadalajara via Dallas. I'm unsure if American used to have high customer service standards, but they certainly do not have them now. They are the worst airline I have travelled with, especially as a Business customer. The planes are outdated, I was given drinks tokens in the lounge, my screen broke from London to Dallas and it needed 3 follow ups from me to get a tablet instead. My flight from Dallas to Washington was deplaned due to an issue, I then wasn't allowed back into the Lounge I had already been in. There were many people on the plane who had already come from a cancelled plane. I get the impression that this is routine for American. In a week period I flew on 4 American flights, and each of them had an issue of some description. Their Business and First Lounges are dated, lack facilities and food (especially compare to Emirates which are brilliant). Giving it 3 stars because I made it to the destinations eventually, and I had a particularly good steward from Dallas-Guadalajara. However none of the trips were relaxing, despite paying for First or Business.

Not Verified | Houston to Los Angeles. Just the most horrible flight I have ever had. What more can I say. The seats are so small and hard, the service was terrible (what little there was of it), the toilets were putrid and not cleaned through the flight (even after the staff were made aware), and when I asked for water through the flight as I got very dehydrated and unwell, I got the royal eye roll. I had paid for the seat upgrade to the bulk head and the staff came barrelling through with the trolleys with not as much as a warning let alone an excuse me. The only positive thing was the current movies they had to view and the ground staff were helpful especially in relation to tracking my lost bags. I will never fly this airline again.

✅ Trip Verified | New York to London. It was a night flight. I hate the night flights because I am not able to sleep on the plane. There were two meals. A hot and a cold. My place was in the 24th row. The flight is 7 hours long it is acceptable.