American Airlines

AA 954 on 12th April 2015. Truly awful service from Buenos Aires to NYC. Flight staff were alternately incompetent angry or non-existent. Bizarre lack of professionalism creates a stressful flight atmosphere. With so many international options never again will we fly American. Not worth the few dollars saved on the ticket price.

On April 9 2015 while my wife and I waited to board a flight from Barcelona to NY-JFK there was an announcement that it had been canceled. It was hard to hear and broadcast only once. Several of us had to confirm with an attendant that it was indeed canceled that we had to pick up our luggage at the baggage area and return to the check-in counter. My wife and I along with the others scrambled to navigate our way through the airport area finally to the baggage area. After what seemed like a very long wait our luggage along with a handful of others' came out last. This meant that when we finally found our way back to the AA check-in area we were at the end of an extremely long line. Eventually my wife and I "split" with her waiting on a long line at an AA service counter. After about 3 hours she made it to the front while I still had many people ahead of me. AA booked us on Iberia flights for the following day and a hotel with paid meals. We were then given directions to a free hotel shuttle. We never found it and ended up paying for a taxi but the driver took us to the "wrong" airport hotel. Fortunately that hotel let us take their shuttle to the "right" hotel. It's surprising but almost understandable that AA had no "backup airplane". My complaint is less about the cancellation and more about the lack of assistance at Barcelona Airport. Announcements and guidance was poor. There was no one to help us navigate back to the baggage area. We had to wait on a customs line to get back "in" so that we could go to the baggage area. We and others had to grab AA personnel passing by to find out anything even in the baggage area. It was an upsetting experience that cost us a day. We will think twice before using AA again & have spread the word wherever we can.

LHR-RDU economy. I was really impressed with this flight. Ok the plane was the same age as me (28 I checked) and showed it - particularly in not having PTVs for quite a long flight. Seats a little hard. Everything else was very impressive though - food was edible and generous (main meal Ice cream and second snack meal) and regular drinks runs including beer. Staff were incredibly polite and friendly and there was a very relaxed atmosphere which I liked.

My husband and our teenage son went to visit family in Nashville for two weeks this Easter. We booked our four flights each London-Chicago-Nashville and back through BA. BA were supposed to take us as far as Chicago with American Airlines doing the Chicago to Nashville bit. We missed our connection at both legs of the journey which was hugely inconvenient particularly when returning to the UK. To be fair AA brought us back to Chicago airport in time but for some reason the they were not given a gate for more than an hour. I approached the flight attendant asking whether AA can communicate with BA about this delay particularly as there were several people apart from us who were due to catch the same flight. She said that the flight will probably wait for us they know that we are being delayed. This resulted in a mad run between terminals 3 and 5 in vain. We were then sent back to AA desk in Terminal 3 to rebook our tickets for another flight. AA staff took a very long time to process each person. By the time we finished it was more than 1.5 hrs after we started queuing. We were told that the we will be put on AA flight to London tomorrow afternoon. There are many flights between London and Chicago and we requested an earlier flight. The person dealing with us said that if we wanted tickets to an earlier flight we should have come earlier. She refused to check whether BA had any flights the next day. In fact they were as unhelpful as possible. I made a point that we paid tickets for the flight that just left and had we managed to be on it we would not be asking for anything. We were told that we cannot collect our luggage as 'it has gone to BA'. We were given vouchers for an airport hotel and forced to stay overnight without luggage and they reluctantly gave us two sets of very basic things such as toothbrush and toothpaste for us three. The next day at AA check in desk we were told we need to collect our luggage at luggage collection No 5 after which we needed to bring it back upstairs and check them in. They could not locate our luggage. As the time for our next flight was approaching my husband ran to the check in desk to let them know that our luggage never materialised whilst I waited at carrousel No 5 in case it does. We asked if we could be upgraded if there were any spare seats in the premier class and the staff member said 'we do not upgrade for such a reason'. No other option would make me use this airline again.

Non-existent customer service. Recently flew JAN-DFW-ELP. Delayed and missed connection in DFW due to weather. Had to overnight. No help whatsoever from AA because of "weather". No vouchers no distressed travel rates no phone number to call for booking my own hotel and had to walk 20 gates for hilariously cheap toiletries kit that was given grudgingly. Surly agents throughout. Truly an example of the worst in airline culture. To top it all off was unable to be booked on next morning flight and missed work. Agent could only put me on a later flight. Said I was put on FC upgrade list however. The next day when I was told I was upgraded they wanted $70 for the 1 hr flight. Agent said "well it's not free". I am AAdvantage Gold which is meaningless. Now a hostage to them with my new location but will take United or Southwest whenever possible in the future. People understand weather issues but the total lack of even the most basic customer service and rude behavior/attitudes is appalling about this "airline". Previously flown with Delta extensively and they always handled weather delays and misconnections in ATL professionally and courteously. So it can be done AA just doesn't care.

Original flight was scheduled to depart at 10.30 am from DFW. Flight delayed too many times to count. Right now we are at 4 hours past (2.30 pm) I am on the plane have been sitting here with no air flow or electricity for about an hour. We were told that the flight crew was coming from OK however all the passengers from OK are on board and the flight attendants said they could not find pilots. This type of incompetence and lack of communication does not instil a lot of confidence in my safe arrival at my final destination. Although AA was $100 cheaper than United I will never fly with AA again.

Flew American three times in the past two weeks. All domestic. 1) San Francisco to O'Hare Chicago. 2) LaGuardia NYC to O'Hare Chicago. 3) O'Hare Chicago to San Francisco. Good: on time performance. Did not experience delays Bad: 25$ for a checked luggage? Come on! What are you? A Low Cost Carrier? And because of this many people opted for a carryon resulting in overcrowding of overhead bins. There were simply not enough space for all carry-ons. Bad: flight attendants! No smiles! Not very attentive. They looked tired grumpy and stressed! Bad: IFE! No individual screens. Bad: old single aisle Boeing planes. Bad: you have to pay for everything. Complimentary drinks limited to water canned sodas and juices.

LHR-DFW return on 777-300ER. I booked this route especially to take this newer plane for the inflight entertainment which did not disappoint. I found the crew okay and some even smiled! What I disliked about AA was the exorbitant prices they charge for pre-allocated seats which was a necessity in order to seat a family of 4 together. The food was mostly below average but having read reviews I wasn't surprised. I don't like the way they have chosen to add another seat to each row in economy. So instead of 9 abreast they have made it 10. This makes the aisle ridiculously narrow and I don't see how hundreds of people would be able to escape in an emergency so I'm surprised the FAA permits this higher density seating. Legroom was tight for anyone of above average height. I also found it strange how the seat belt sign was illuminated for virtually the whole flight - in both directions - and there are hardly any announcements from the flight deck even when turbulence is quite choppy. I chose AA for the equipment they use on this route but I would think twice about booking them again due to the hidden costs that aren't factored into the ticket price.

I have just flown American from London to Miami with a connection to Cancun. The flight AA 57 due to leave at 9.45 am from London was delayed by 1hr 35 minutes with no apology or explanation as to why. The delay coupled with a customs shambles in Miami meant we missed our connection. The Express tickets (red ones) were a complete waste of time we just joined the queue with everybody else and the lady at the next baggage check in was totally disinterested and dismissive. I am frequent flyer an this was booked via BA and was a very poor customer experience. I will avoid American at all costs in future.

LHR-MIA March/April. We were sold this round trip on the 'new' AA Business Class product. We knew it was a 777-300ER LHR-MIA and a 777-300 back. The outbound was fantastic with great service seats AVOD and everything one should expect from a modern BC cabin. we have flown Emirates BC 4 times in the past 6 months and this cabin is comparable to both the A380 and the 777 in that class defining airline. Whilst we found the service in Emirates a bit disorganised AA was efficient friendly and warm we like the more mature no nonsense crew on Airlines out of the States although it's a thin line to rude and dis-interested on occasions! However AA should be ashamed scheduling a 200 version for the return leg which was not a result of a last minute 'change out' due to failure but that quote ' The newer plane has been stolen for Los Angeles some weeks ago'. Call me sad but I would have changed my flight if I'd known we'd be on this antique! Lie at an angle beds a 10 inch screen maybe 11 low def (love the jumpy fuzzy effects reminded me of the 90s) and the general feel of a very tired plane! What was different was the excellent service and food I was annoyed when I sat down but slept for 3 hours and was relaxed when I got off. AA has begun to catch up it's got some way to go and given the lounge experience (don't ever ever call sparkling wine Champagne!) there is a way to go the crew are spot on and at the end of the day that's what makes a flight. Seat score is for the 777-300ER but oddly it's not great for couples as these seats are very. 'Pod' like and chatting to each other isn't easy AVOD score is the new plane.