While I can understand that the airline industry is a tough business, I did have a horrible experience with American Airlines. This will probably be my last time booking travel with this airline. To start, my first return flight on Sunday July 25th at 5:00 pm, AA 2779, had been delayed for more than six hours and the gate agents canceled our flight at the last minute. This problem occurred due to short staffing and the airline was unable to find a replacement co-pilot. As a result, I had to stay an extra night in Chicago and spend 120 dollars on a Lyft ride-share from the airport. However, I did manage to secure another flight during the following day, AA 4962, and I was happy to finally arrive home. Please take all of this into consideration and I would demand some compensation for the inconvenience.
Pros: "I was by automation assigned to a window seat, which I always seek to avoid. But before the flight, I had read in the WSJ, that such a seat was one of the safest, for health reasons! I give thanks to the random seat assignment gods!"
Pros: "Attentive and very polite flight attendant"
Cons: "Restroom seems to get smaller and smaller"
Pros: "The crew was very pleasant and the flight was comfortable."
Pros: "Flight came with free entertainment. That's a plus."
Pros: "Very smooth boarding process. Made an announcement early that later groups would have issues with finding overhead space and asked for volunteers to check bags at the gate at no charge. Made things go very well without any delays."
Cons: "Nothing to improve. Very well run."
Pros: "The flight was great. Smooth ride with little turbulence. Great FREE entertainment options on screen. Boarding was quick and orderly for a full flight. Ability to charge my phone."
Cons: "Cramped seats. Limited snack option."
Pros: "Crew was excellent and the flight was ahead of schedule."
Pros: "The crew did an excellent job. The pilot was able to make up time after 1 hour delay at the airport."
Cons: "More comfortable seating."
Cons: "Flight was delayed about 10 minutes. :("
Pros: "Crew overall was very good and attentive."
Cons: "Seat comfort"
Pros: "The crew that was on board was pleasant. I always like flying American."
Cons: "There was no flight attendants so the flight was delayed for an hour."
Pros: "They pulled out of the gate to have an “on time” departure only to make us sit on the runway for an hour. The flight attendants were incredibly rude to people asking questions."
Cons: "Offered us drinks... let us know what was going on .. answered questions. Basically, anything."
Cons: "The flight was delayed by over 3 hrs! As a result I missed work!"
Pros: "It was all good nice crew and smooth flight"
Cons: "Tight seats on full flight"
Pros: "Arrived earlier than scheduled."
Pros: "Friendly crew"
Cons: "Having to pick up our luggage when getting off plane from Sydney, just to walk them around the corner to be put on flight to ATL. (I thought luggage handlers were paid for this). Luggage had already been put through security!! This put us in a TOTAL RUSH just to make it on the plane ourselves!"
Pros: "I think crew tried to make the best of the bad situation. Got to Atlanta faster than scheduled flight time and they were sympathetic. Don't really know about much else, as I slept the whole flight."
Cons: "The 3 hour delay really cost us. Left Rome at 2:30 pm instead of 11:30 am, so missed 6:40 pm flight to Atlanta (so much for the 3 1/2 hour layover we were supposed to have). When we landed in Philadelphia, sat on runway for 45 minutes, waiting for gate. Next flight was supposed to leave at 8:40, took off at midnight."
Pros: "Seats, check in, baggage claim all good."
Cons: "Lousy Wi-Fi on board"
Pros: "It was not a full flight so I didn’t feel cramped and had space for my carry on in the overhead compartments instead of having to check it in due to lack of space like I had to do on all the other AA flights."
Cons: "We were given last minute notice our flight was going to be delayed and our gate changed 3 times. There was never a definite time frame for anything and very vague information was given. Our flight ended up being delayed almost 2 hours. It was my most frustrating experience with any airline. Definitely would not choose to fly with them again"
Pros: "Newer aircraft, comfortable seats"
Cons: "Connection to inflight entertainment was complicated and lengthy, barely got access to it for 45 min"
Pros: "Left early and landed 20 minutes ahead of schedule. Only bad news was the gate which was on the tarmac and about a mile from the terminal. We needed the extra twenty minutes to reach the terminal on foot. We needed a shut!le!"
Cons: "See above"
Pros: "I liked getting to my destination on time."
Cons: "The one carry-on policy was silly and included personal items. I was told to repack my purse into my backpack which was already full. The boarding staff stood over me and told me to throw stuff away in my backpack and asked why I had packed certain things. I am in the process of moving back to the US from Korea after two years so everything I had was everything I owned in the world - which included some sentimental things like a stuffed animal from my mother who passed away when I was three years old. The most infuriating part of this however was realizing that there was one other bag in my overhead bin. In fact most of the overhead bins had one to two bags and plenty of room. My repacking and humiliation was unnecessary and it was only for the morbid satisfaction of the lady at boarding demanding it. At one point I heard her talking with her coworkers about “why couldn’t they freaking listen. We announced it three times.” Well I had approached the counter prior to arrival and they told me to get back in line when I tried to ask about my purse and backpack. In additional to the frustration of all of that, I received my checked in luggage with a wheel missing. I had just bought it and now I have to ship a wheel from the vendor in South Korea or buy new luggage. Thank you guys so much for letting me know which airline to never fly with again."
Cons: "Just little delay."
Cons: "The man at the gate was rude and tried to tell me I needed to pay 50$ to bring on my small purse, while his assistant said I could put it in my carry-on. Even more strict that Spieit airlines and higher prices. They didn't even bring around drinks because of "turbulence" unless you were first class. The plane shook slightly more than a smooth flight for only a small fraction of the flight."
Pros: "On time"
Cons: "Rude flight attendant"
Pros: "boarding process was efficient and the seats on this aircraft seemed a bit more comfortable"
Cons: "lack of in-seat video and no free wi-fi and no power connections"
Pros: "Got an option to upgrade to first class and it wasnt expensive either, my first time flying first class"
Pros: "free movies"
Cons: "flight attendant was rude"
Pros: "I think for the most part you have some of the best customer service but your snacks are awful compared to other airlines."
Pros: "The flight was tip top and the flight attendants made all the difference! Going out of the way to brew fresh coffee!! Huge"
Pros: "Honestly I enjoyed every little moment. I haven't traveled to Atlanta in 9 years and let's say traveling with AA is great. Starting from the check-in up until baggage claim in atl. Everything was speedy! I'm so happy that I went with AA I had a spectacular arrival."
Pros: "The lax to atl flight was on a much better plane with all the modern features to make the 5hr flight comfortable."
Cons: "The atl to lax was an old plane and wasn't comfortable for a 5hr flight"
Pros: "It seems like the plane was recently renovated and I loved the comfortable seats."
Cons: "There was virtually no free entertainment available."
Pros: "Everything went more smoothly this time than on our way to Phoenix. Even though the airport was quite crowded they had enough staff to get us through baggage check fairly quickly. They flight was smooth."
Cons: "No problems on this leg of the trip."
Cons: "The kiosk had no where to enter my DoD number to get precheck. There was also no option to select military baggage. Due to the lack of options on the kiosk I had to wait in the customer service line for almost an hour. The flight was fine. Then my baggage turned out to be flying on a much later flight so it has to be shipped to me. I am very unsatisfied and disappointed with this airline."
Pros: "Good entertainment option"
Cons: "Very delayed"
Pros: "Great customer service from the ticketing agents, gate agents, flight attendants and pilots!"
Pros: "All if the gate staff & on board staff that I interacted with were very friendly & efficient."
Cons: "Very tight/small & crowded waiting area."
Pros: "I could ask for the whole can of soda on any flight. A passenger told me that delightful news."
Cons: "I'm tall 5'9 and my knees were literally up against the seat in front of me."
Pros: "I like how very clean. flights attandant were all well dress and clear. They performed a wonderful safety demonstration."
Cons: "I did not like how plane was not on time; plane was late. American Airlines need to purchase a new plane."
Pros: "LOWER PRICE, BUT NO FRILLS."
Cons: "SEATS FEEL FINE AT FIRST BUT AS THE TRIP WEARS ON THE SEATS GROW TO BE UNCOMFORTABLE."
Pros: "I thought frontier was worst but american is not too far because american flight can not fly on time."
Cons: "I missed my flight in Atlanta heading to LA on my way to Brisbane, Australia on Saturday 16th July. The ground staff wasn't at all helpful in trying to get me on another flight and in fact sent me to Delta! The lady there couldn't have been nicer and more helpful. Sadly I wasn't compensated at all and had to pay to re-book the flights on the Sunday 17th. On my return from Brisbane, American Airlines had cancelled my flight to Atlanta as they said I was a 'no show' heading out. Thankfully I was able to get a seat on stand by. So, no I'm not a happy customer."
Pros: "thiughy it was a good price on the fare. Now I know why"
Cons: "The representatives and staff at your LaGuardia airport need some serious customer service training. Very rude - no one seemed to know what was going on. Flights were pulling up they rebooked and they were fussing at customers. Understaffed and delaying and canceling flights. Would not recommend to anyone to fly with them. Even on connection changed gates 3 times. So customer unfriendly!"
Pros: "The Professionalism"
Cons: "There is not nothing to say"
Pros: "Airline crew did everything to keep us comfortable during the flight"
Pros: "great seats and flight"
Cons: "not that i can think of"
Pros: "Crew was friendly."
Cons: "Flight delayed!"
Pros: "The seats were very spacious, the ground and cabin crew were very courteous and the entire flight went smooth."
Cons: "No In-Flight Wi-Fi."
Cons: "We were stuck on the tarmac waiting for a gate for an hour and a half once we arrived in Atlanta. Other than that, everything was fine."
Pros: "I received a fullcan of soda with a cup of ice. Not much else good"
Cons: "The entertainment system has a fee or else you have to use your device to access the United app to access entertainment."
Pros: "I like that the process was very smooth in San Fransisco, boarding, crew, etc"
Cons: "I waited 45 minutes because my bag got loss in the ATL airport."
Pros: "I was so pleased that United offered the flexibility to change my flight before the chicago snowstorm without incurring a change fee."
Cons: "I paid for seats on my original flight. But ended up sitting separate from my traveling companion on the new flight."
Pros: "The price was unreal so I had to jump on this, I was able to get on and off with my backpack no problem. The flights were good, captains were very communicative about times, expectations and when turbulence was present."
Cons: "The check in had to be done in person because of the need to check my bag size, I felt a little insulted that I would have to be checked on my honesty. When I got to the check in it was like watching a special forces team measuring and prodding peoples bags to get them in to the little box even when the shapes were the reason they couldn't fit, not the size of the bags. I literally watched someone fit their bag and the attendant take it out and make it misshaped for the box and show how it didn't slide in. I had no issues with my luggage, but that sucked to watch happen to others. The food and drinks came about 10 minutes before the plane landed."
Pros: "Comfort was good"
Cons: "Food appeared stale at times Drinks like fruit juices were given in small amounts like a quarter cup by stewardess Appears that it was being rationed Choice and scope of movies were poor and narrow"
Pros: "Nothing! Rude staff. They did nothing to help when the flight was delayed and i missed connection when I got home because of them."
Cons: "The staff was awful! The flight was delayed and Janelle was not helpful at all. i then tried to get Carmen the supervisor to help me and she did Nothing."
Pros: "United employees were courteous and helpful very economical in their service to others"
Cons: "seats were a tad uncomfortable, if the flight was longer it would have been worse."
Pros: "The flight was good!"
Cons: "There was no entertainment. Nothing to do."
Pros: "Flight crew on the plane were friendly and engaging, and the flight itself went smoothly."
Cons: "Gate agent made a brief and vague statement that the flight would be delayed and offered no updates for about an hour and a half until the very minute boarding was starting. The United app and website never updated to reflect the delay, which made it difficult to coordinate pickup with family in Chicago."
Pros: "The flight from Frankfurt to Chicago arrived late, had to collect bags and clear customs which delayed transfer, had to go from one end of the airport to the other on a train which operated very slow which delayed transfer, had to then clear TSA security checks which were very slow and again delayed transfer. Moving at the max speed we were capable of, we arrived at the opposite end of the airport too late to board and were left behind. United was not very sympathetic, although provided ticket for next morning flight. The entire experience was very disappointing following what was a decent tour of Italy."
Cons: "Long lines at the terminal that's primarily United; overbooked and needed volunteers to give up their seats which caused a 40 minute delay; uncomfortable seats and waited for 45 minutes on the tarmac because apparently they can't connect to the gate in the rain"
Cons: "They made me check my carry on when there was plenty space in over head"
Pros: "On schedule"
Cons: "This was an unfortunate and uncomfortable end to a great trip. The seating area is tight and the seats lack cushioning. I experienced more cramping and discomfort on this one hour flight than on all of the entire 9.5 hrs of preceding flights."
Pros: "Comfortable even though this was a small aircraft."
Cons: "Registration and baggage process at Dulles airport for 7 a.m. was chaotic. Unsure if the automated process relieves crowds or time to check-in. Lines were long and not enough attendants to take care of issues that were occurring at kiosks."
Pros: "The flight landed ahead of schedule."
Cons: "I had to pay $75 extra because I redeemed miles for my trip and it was purchased around 20 days before the trip. Ridiculous, their customer service is the worst, and their fees are ridiculous too and the service is the worst. Their CEO and upper management need to be changed, and they need to become passenger focused like Southwest."
Pros: "The crew was really friendly. My flight overall was very smooth. I slept most of the flight and was happy I was able to."
Cons: "I didn't like that there wasn't a lot of space between the seats"
Cons: "The plane had 11 people on it and I can see why they are losing customers bad business practices."
Cons: "Two people were assigned the same seat"
Pros: "The panctuality and the service were really excellant."
Pros: "The flight attendants we very nice and helpful."
Cons: "Changed my boarding gate and I barely noticed in time to make my flight."
Pros: "The flight wasn't too packed."
Cons: "My husband and I flew from Newark to Atlanta on 03/12/2017 with United. My husband is active duty military and Alicia assisted us with checking in our baggage. She was very kind and helpful. After retrieving our tickets, we went through Security and my goodness, the process at Newark is awful and TSA WAS EXTREMELY RUDE. That's besides the point. Our flight was delayed because the pilot was not there. Our departure was at 0605 and we didn't leave until 0630. Everyone boarded the plane and we were waiting for the pilot. Then the crew members were pretty rude and not friendly. I know it's an early bird flight but jeez, they can be a little nicer. One stewardess had high heel boots and literally would stomp up and down the aisle. Then she kept saying my purse was not under my seat which it clearly was. I don't know where else she'd like me to put it, maybe in the passengers seat in front of me. I would probably not fly United unless I have no other choice."
Pros: "Organized boarding"
Cons: "Very cramped"
Pros: "Free Wi-Fi delivered entertainment system to your own mobile device"
Cons: "You should be able to download the United Airlines app required for the entertainment service without having to buy the wifi service. This caught my children out on our first flight of this multi flight trip"
Pros: "Boarding was well-organized and fairly quick. But be ready to check your bag at the gate, even if it's the right size for a carry-on..."
Cons: "The plane's seats are very uncomfortable, security in Newark took a long time, and there isn't enough space on the plane for everyone to have a carry-on bag (or at least that's how the flight and gate crew treated many of us when they forced us to check our bags at the gate, despite there being plenty of room after everyone was boarded)."
Cons: "My flight email itenerary was about 45 late So when I got to the airport my flight had already left. Makes for a sucky experience having to buy a whole other ticket at full cost."
Pros: "I liked that the pilot communicated throughout the flight about where we were, how long or far we were, and if any changes occurred."
Cons: "I didn't have a plug to charge my tablet."
Pros: "Quick boarding, friendly crew."
Cons: "No in flight entertainment. Only pay option with screen in front of your face the whole time. Finally figured out how to turn off screen. Only sweet snack offered. Not good for people with dietary issues, pretzels would have been better."
Pros: "The snack was nice for the short flight"
Cons: "We did not get Headsets at all. We asked flight attendant for headsets and he told us the would come around passing them out. Never happened"
Pros: "We were early. I bought economy plus."
Cons: "No complaints"
Pros: "I made it home"
Cons: "When I got to the ticket counter my reservations had been canceled by united. Worst part is the flight is now completely booked. I was lucky enough to make the flight thanks to a late flight from vegas where 7 people were connecting from but it was pretty stressful to walk up to the counter to be told the reservation you have had for 2 months was no longer reserved. This was one of the rudest staffed planes I've been on. These guys aren't over worked. I don't know why they can be so hateful. I loved united but this experience has left a sour taste in my mouth. It all worked out in the end, but I still can't follow why my flight reservation was canceled without me being notified. I shouldn't find something like that out when I get to the airport with my luggage in my hand."
Pros: "From Chicago to Atlanta my flight was great! It was much more spacious and just an overall enjoyable trip."
Cons: "My flight from Atlanta to Chicago was limited in space, uncomfortable, and overall not the best."
Pros: "It was on time"
Cons: "Nothing was bad, completely average. Nothing impressive either."
Pros: "United entertainment options are fantastic. Using their app and on board wifi we have access to a very large collection of free movies and tv shows that kept me entertained"
Cons: "We taxied on the runway for over an hour waiting for a spot to take off. That is acceptable as the airport was dealing was lightning strikes. What was not acceptable was that fact that the airplane cabin during this time was a sauna. The air conditioning did not work and the entire airplane was really hot the crew said that the air was turned on all the way but that was having no effect. Beverages were served 5 mins before landing. How do we seat or drink anything in that time?."
Pros: "Organized boarding and smooth flight..."
Cons: "No complaints"
Cons: "The crew was not very helpful with my concerns. As well, there was a handicapped man sitting on my roway and he received insufficient service."
Pros: "The flight had great entertainment options and a good food and drink selection."
Cons: "First of all the flight was overbooked. Second of all some of the crew members looked as though they wpull be anywhere but on the plane. Boarding was a little sloppy but I suppose that was due to the overbooking."
Pros: "Easily the best flight of our entire trip. Airplanes was nicer so the others couldn't help that but the crew was outstanding on this flight. All of them were amazing! Kindness is what the world needs and all three were wonderful. The comfort was also the best on this plane. This was the first time flying with United."
Cons: "Problem was after the flight. My luggage was lost. This was the first trip with United so I'm not sure about the future. This was the first time my luggage has ever been misplaced."
Pros: "Flight speed was fast in arriving and pilot updating us was the best"
Cons: "Crowded cramped"
Pros: "It was just a mediocre domestic flight. Nothing special."
Cons: "No movies to watch for free."
Pros: "I liked that I wasn't flying standby. The man in charge of scanning tickets and boarding was very nice also."
Cons: "The comfort was terrible, no technology or internet options unless you paid, seats were not comfortable. Thank goodness I was by the window. There were so many screaming kids. It should be an option to choose kid friendly planes."
Pros: "Crew and workers were all pleasant and polite"
Cons: "United knows they can't fly into Orange County after curfew. This was handled terrible. After 4 delays. All weather related we were finally boarded. Yay hope. Not even to our destination. Boarded to LAX. Now we are seated. The announcement pilots won't fly. No. It is illegal for them to fly. Why not tell customers. Don't blame pilots. Also you know the rules why board us. Even if we flew we still needed a two hour ride to SNA. It was sheer luck I called and was told another flight leaving in 8 min at gate 14 ten gates away. My running to catch that flight was not good. I made it panting. Arrived in LAX at 2:00 a m Not my destination. If nothing else people should be compensated by United don't you think?"
Cons: "I was in a middle seat and the woman next to me required a seatbelt extension- which in my opinion means she should have purchased 2 seats. Why should I pay full price for 3/4 of a seat because the woman next to me is overweight?? Moral of the story: Seatbelt extensions = BUY AN EXTRA SEAT!"
Pros: "Only thing I like was the coke they provided."
Cons: "There was one flight attend the only woman who was rude and very disrespect. Her attitude towards people and how she spoke to others was very unacceptable. The boarding was horrible because we had to step off the plan to let others out who didn't have room for their bags. I am not going to say the entire crew was horrible just her."