American Airlines

✅ Trip Verified | Detroit to Dallas. Horrible customer service, even by management. The kiosk lines were long due to 2 or 3 kiosks being out of order. When I finally got to a kiosk and proceeded to check in, I had a quick question regarding my seat assignment. There were two agents standing near me at one of the broken kiosks, talking to each other, one of whom was a manager. He said “Just one minute”. After waiting 5 minutes, I just finished without assistance. He then came over to me and said “I’m here now”. I told him “that’s ok”. He proceeded to stand next to me while I waited for my boarding pass. I was clearly aggravated, but I didn’t say anything more to him. As I proceeded to leave, he loudly and arrogantly said “ have a nice day!” On my previous flight, I was assigned to an exit row seat. I’m tall, so I asked the agent at the gate for my seat to be changed to an exit row seat, if possible (same question that I had earlier when I was checking in). She wasn’t nice either. She said “yeah, if you want to pay more”. I said that I didn’t realize that because I didn’t pay anything extra for the exit row on my departure flight. The agent asked me if I minded taking it. She said, “well, it cost more money because people want those seats”. I am happy with the seat assigned to me. But, I expected much more from American Airlines.

✅ Trip Verified | Miami to Port of Spain. The in flight service was barely acceptable; the cabin attendant did what she had to do as if it were a chore. It seemed that she would have rather not come to work on that day. She wasn't impolite but her service was an attempt to demote American Airlines to a 2* carrier. The food was forgettable but that isn't so important to me. Cabin staff should be given the opportunity to fly on Middle Eastern and Asian carriers to experience high quality service.

✅ Trip Verified | Albuquerque to Detroit.I will never fly American again. The attendants when you check your bag or board the plane are either rude or incompetent. I had a lady tell me I didn’t have to pay for my carry on because I was confused my ticket said group 9 and only one carry one. She told me they wouldn’t even notice and that I did not have to check it. When I got to the gate they made me pay $50 for a bag the size of my head! I told them the lady downstairs said I didn’t need too and they still made me pay a ridiculous fee. I’ve never had good customer service, they screw you on charges, and the planes are always delayed.

✅ Trip Verified | Charlotte to San Diego. American is still the Wal-Mart of airlines. Aircraft was a bit dirty. Seating was tight. Aircraft appeared dated with no outlets and no TV/Entertainment system. WiFi was spotty at best. Boy, I am sure they can do much better than this. In short, American is still the Wal-Mart of Airlines, On the plus side, the flight was punctual, and the staff was pleasant. Food for purchase was decent.

✅ Trip Verified | Cali to Montreal via Miami. Has to be one of the worst airlines ever! They always have issue either mechanical or maintenance related, they made us wait 2hrs on the plane before being asked to Deboard! After re-boarding getting near taxiing, the issues hasn’t even been resolved, flight attendance are rude saying” if you guys leave this plane, we’ll leave without you”.

✅ Trip Verified | Chicago to St Louis. It’s hard to believe this stuff still happens, but you can’t make this up. Into Chicago from Toronto early enough to catch a flight to St Louis 2 hours before my regularly scheduled flight. I look online and there are 16 empty seats on a 737.I have no checked bags. I get to gate before they start boarding. Desk attendant tells me to wait until all regularly ticketed passengers are through gate. After waiting, she calls me up and tells my my ticket class doesn’t allow me to take earlier flight. Ok, fine. I ask how much it costs and I’ll pay the difference. She’s says she can’t, go to American customer service where they can. Flight door still not closed. Service desk says they can’t, they won’t take my money, they won’t move me to an empty plane and free up space on my original flight that is fairly full. Anyone see why reviews on American are terrible and profits lag?

✅ Trip Verified | New York JFK to Los Angeles. An amazingly satisfying flight experience on an early morning flight from JFK terminal 8 to LAX. The take off of the flight was delayed because of rain and low cloud cover. The pilot kept us informed of the flight status throughout the wait on an active runway. The aircraft was clean, bright and spacious. The lie flat seats were angled towards the Windows. A duvet and pillow were provided as was an amenity bag. The entertainment system carried a large repertoire of current fils and TV serials. It came with Bose headphones. The seat was comfortable with several adjustment options. We were provided with hot towels on boarding and before landing. Breakfast of three choices were offered. The two flight attendants in the cabin were very attentive. Snacks served throughout the flight. A true first class experience.

✅ Trip Verified | Rhode Island to St Louis via Chicago. Avoid American Airlines at all costs. Unfortunately, I seem to need to re-learn this lesson every year or two. Having been Concierge Key and Executive Platinum for years, I gave up on AA in 2014 because the service was Always Awful. Having been told flights would go then being cancelled. AA giving away reserved seats. Refusing to refund fare differences after being moved involuntarily from 1st to coach. Concluding AA does not know why we fly, I shifted to Delta and SW and have been Diamond and A-List for a few years. It’s amazing how much better the service is on Delta and even SW. Unfortunately, tonight I decided to give AA another chance so I could accommodate a business dinner in Chicago during a layover. I arrived at the gate 20 minutes before flight time to find that my 1st class seat had been given away as an upgrade to someone else and I’d been re-booked on the first morning flight. Eventually, after persistence with rude gate agents who told me to go find a hotel, I was put in coach and told to forget about a refund of the $1000+ fare difference. In the next bankruptcy, which cannot come soon enough, this airline should be liquidated.

✅ Trip Verified | Seattle to Myrtle beach. Worst ever experience. I usually fly Alaska or United, but had to use American to travel to a conference. Flight from Seattle to Charlotte is a 5 hr flight. No USB port or outlets for laptops, and no in flight entertainment. There was no food available to purchase. The flight was late and I had to run and catch my connection at Charlotte in the last minute. No help from flight attendants on getting off the plane quickly to catch the connecting flight which was leaving in few minutes. Return to Seattle (April 25th). 1.06 pm flight was delayed to 1.40pm. Then delayed to 2.10 pm (too late to get the connecting flight) at which point I am moved to a 4 pm flight to Charlotte to connect to Seattle through another flight (almost an hour standing in line - two separate times - to get the problem corrected). Sitting at the airport for last 3.5 hrs (total waiting - 5hrs) and hoping that rest of the flights will be ok. Will never fly American again.

✅ Trip Verified | I chose American Airlines for my recent trips along the East Coast. I was doing the following routing: JFK-BOS-JFK-BWI-JFK. I must say that AA has become my favourite carrier for domestic trips. All these flights were on time, staff were friendly, I was checked-in within seconds, there was no hassle at security and without exception all flights were punctual. My best flight however was the one from Boston to New York on a transcontinental A321. I got a comfortable seat in the business-class section for this short 40-minutes-hop into JFK. But it was the captain who made this flight so special. As it was a clear and beautiful day he encouraged the passengers to look out of the window. And they actually did so. The Captain went as far as pointing out some sights en route and commenting on them. It was like flying in the 1980s when inflight entertainment on shorthaul flights was non-existent. After landing the entire crew - including the two pilots - stood in front of the cockpit and wished everybody a nice weekend. American Airlines provided a very personal and kind of nostalgic experience on this flight. I will not hesitate to choose them again.