Scores according to KAYAK customer reviews
Pros: "Delicious pretzels and sparkling water."
Cons: "Horrible at customer service and those travelers with no status."
Pros: "Everything went smoothly, i had a good seat."
Pros: "The crew was great, the pilot was talented and the on boarding process was quick and smooth."
Pros: "Crew was great. Made it to destination 39 minutes earlier than expected"
Cons: "American Airlines in Lima refused to accept my bags 50 minutes prior to departure (not my fault, due to a delayed flight) and caused me all sorts of headaches and problems. I almost had to sleep in a hotel over night. I missed my flight because AA were idiots."
Cons: "Not lost my bag!"
Pros: "Boarding was average. Cabin crew was very nice and attentive when needed. Flight was on-time. Luggage arrived quickly and unharmed."
Cons: "When will airlines end cramming in as many sardines/passengers in the plane? The seating for me (6"1") was too close to the seat in front. Luckily, the passenger in front of me did not recline."
Pros: "Pleasant flight crew!!"
Pros: "Crew was great!"
Pros: "It was all good nice crew and smooth flight"
Cons: "My original flight was delayed then we had to spend the night in Dallas."
Pros: "Every thing! Healthier food needed"
Pros: "We boarded quickly"
Cons: "The plane was freezing!!!"
Pros: "The seats seem to be shrinking. The flight was flawless."
Cons: "Tight seats, but I guess that is going to be the norm now."
Pros: "Great service and clean airplane."
Pros: "The comfort of the plane and the continued update on my flight delay."
Cons: "The flight was delayed but no fault of American."
Pros: "Entertainment System loaded with movies Optional WIFI at cost Aisle seat Air quality / temp control was comfortable Passport control through JFK was straight forward and short for USA citizens"
Cons: "Food: Better to just serve a fresh panini than to go through hassle of heated mystery meal... Seat Assignment: I went to Malpensa airport the night before to assign seat, but there was no American Airlines gate agent nor partner airline that could help me...Even though this was AA199 purchased through British Airways. The B.A. check in said that they couldn't help"
Pros: "The crew was helpful and friendly."
Cons: "Baggage was damaged and took a long time to get to the claim area."
Cons: "Late to Tulsa again.l"
Cons: "Delay in Fresno"
Pros: "Not much."
Cons: "Plane malfunction resulted in delay, and missed connection. Rebooked connection flight was canceled. Now in day 2 of eaitingto get home."
Cons: "Didn't make it to Tulsa. Won't make it for almost 8 more hours. Shameful."
Pros: "YYC is a nice airport. I have found I like Canadian's more then Americans when it come to air travel."
Cons: "LAX is not a convenient airport at all."
Pros: "Nice amount of leg room!!!"
Cons: "Nothing"
Pros: "I miss the first leg of my flight and they cancelled my whole ticket and didn’t rebook me. This was an intentional flight. I paid $1500 for the ticket and even when another airline was going to fly me to catch the second leg they denied me. This was my worst experience, I have missed flights before and I get rebooked pay some fee but I still get to my destination. I missed an opportunity to pay last respect to my dad. I’m so very disappointed"
Cons: "The customer service is just horrible. They simply don’t care about you just what you paid."
Cons: "New cheap fare is honestly offensive trash."
Pros: "Nothing it did not exist"
Cons: "You cancelled my flight without telling me"
Pros: "We made it there and back on time and safely"
Cons: "This was an old plane; there was no power for devices, no individual movie screens as on other trans atlantic carriers, food was so so."
Pros: "The check in agent went above and beyond to get us on board."
Cons: "Couldn't check in online. Couldn't get a straight answer as to why. Kept getting the runaround from Kayak, American Airlines and British Airways. Never booking through kayak again."
Pros: "Got to my destination..."
Cons: "Seat was tiny. Felt crammed in there. I'm just 6ft tall, but couldn't even use the headrest...it was a back rest. No individual inflight entertainment on a 3 hour flight? I've had screens in front of me for hour long flights. Left 30 minutes late with no indication as to why. Just one of the most uncomfortable flights I've had in a long time."
Pros: "Staff was friendly"
Pros: "Flight wasn't full so I had the row to myself and got to stretch out. Great selection of movies. Decent food."
Cons: "One FA seemed visibly annoyed with me; I'm honestly not sure what I did. I am a FA for another airline; didn't identify myself as such but always make sure to not be "that passenger." During two beverage services she did not ask me if I wanted anything but simply looked at me with disdain and sighed loudly. She wasn't rude; just not friendly and I never once saw her smile. She seemed tired and annoyed. I understand that feeling. I've been a FA for 16 years, still junior at my company, but it reminded me how important body language and facial expressions are when we work hospitality and customer service in the public eye. I hope everything is ok with her and I'm sorry if I did something that irritated her. I didn't get her name."
Cons: "The cabin crew were quite unpleasant. Seats are terribly crowded and uncomfortable"
Pros: "This airline is evil."
Cons: "You wouldn't let me change my flight so I didn't even take it"
Cons: "Again out of snacks and she skipped our row for drinks. Again small issues but what else are they doing?"
Pros: "The boarding agent in Jacksonville, FL was a spirited, beautiful woman. She had everyone in the terminal cheer all the soldiers on our flight. And was very helpful to me getting a seat closer to the door as I was having horrible spasms in my back. She is what AMERICAN Airlines should be to all customers. Gate B47 on 9/30."
Pros: "On time , friendly crew, great smooth flights and landings"
Cons: "Boarding process slow, it would make more sense to board 1st class, then start at back of plane and move forward....instead of having to stop and wait 10 times for people to put their bags overhead before I can get to my seat..would shorten the boarding process tremendously"
Pros: "The crew on ground and on the plane are great"
Cons: "The planes are old and crowded"
Pros: "Everyone very nice"
Cons: "All good not dislikes"
Pros: "That I finally arrived and got off the plane"
Cons: "The flight was delayed for three hours, we landed and sat in the plane for another hour to wait for a gate to open up. After apparently being hbaged three times. Terrible experience"
Cons: "The plane was delayed over an hour."
Pros: "I liked the customer service from the employees trying to help everyone get situated from the flight cancellation."
Cons: "I didn't like how there was no communication from the airline that the flight was canceled and that we customers and employees at the Fresno airport. We should have received notification as soon as the flight was canceled so we don't have to spend all day at the airport thinking it's just a delay."
Pros: "Nothing!"
Cons: "Ladies in the front desk are super RUDE yes I said super not just rude! I WILL NEVER book with American Airlines again. Worst customer service I have ever encountered. When I left from Fresno onto when I left from Pheonix!"
Pros: "The planes people and service."
Pros: "Like I said before nice early boarding."
Cons: "No problem"
Pros: "The service was good. Headrests were nice, recliner had good range."
Cons: "Would have paid more $ for more space, but not willing to pay first class ticket price $$$. Elbow room could always be improved."
Pros: "Flight attendant was amazing!!!!!!!"
Cons: "Too much chaos at counter to board planes, 2 flights scheduled at same gate and my flight was 1hr 30min delayed because of it. Other customers missed flight etc... Admin could have worked better with these upset customers"
Pros: "Great entertainment system and options. Updated seats and interior made flight enjoyable despite lack of space."
Cons: "Lack of leg room, even for an economy seat."
Pros: "Crew quiet and professional"
Cons: "Screaming child boarded"
Cons: "Very little. This was very smooth work."
Pros: "Crew was very pleasant"
Cons: "Almost a 5 hr flight and there was no food or snacks given and water by request only. It was a full flight and the crew had just an attitude. Never had a flight like this one before. Horrible just horrible"
Pros: "With the amount of bad press that United has, I did not expect much. However, flight was on time, everybody was polite, movie selection was excellent (several classics, box office hits, comedies etc, they even appropriately put "Die hard" under Winter Wonderland), food was good and salted caramel ice cream for dessert was a very nice touch."
Cons: "Tiny seats. My God, would it hurt to have TWO arm rests? I ended up sitting for 8h crooked to the right, just to avoid touching the guy beside me."
Pros: "It was very discomforting to here the plane squeaking throughout the flight."
Cons: "FAT to LAX not one word from the flight deck explaining the delay in our delayed pushback and take off"
Pros: "It was great."
Pros: "People who help me with my 87 year old mother we extremely thoughtful."
Cons: "I did not like having to exit plane on the tarmac. It was difficult for my 87 year old mother, and the if the weather had been bad this would have been very unpleasant and extremely difficult for everyone!"
Pros: "Staff at Fresno Airport was helpful and informative."
Cons: "A six hour delay caused us to rent a car to drive from Fresno to LA. Once we were on our way and after 3 hours or so, the delay was reduced so that we theoretically could have made connections - but it was too late. We made it driving - but we had to eat the cost of the car rental."
Pros: "Heavy Hispanic woman got ill and I was really worried she might pass away because she kept laying forward asleep or passed out on the back of the seat in front of her. Finally they found a doctor who was bilingual and he took great care of her. So bravo for that UA!"
Cons: "Heavy Hispanic woman got ill and I was really worried she might pass away because she kept laying forward asleep or passed out on the back of the seat in front of her. Finally they found a doctor who was bilingual and he took great care of her. So bravo for that UA!"
Pros: "Service and respect very good"
Cons: "Nothing"
Pros: "We arrived early"
Cons: "Everything else. Over crowded. Very uncomfortable seats, no entertainment unless you wanted to download and pay for app which I did but didn't have earphones for my phone."
Pros: "Didn’t go"
Cons: "Flight was cancelled and there were no options to get to Cleveland timely so I cancelled the whole trip."
Pros: "Nothing"
Cons: "Everything"
Pros: "Lost my luggage"
Cons: "Lost my luggage"
Pros: "Crew was very good"
Cons: "Really rough ride, very uncomfortable"
Cons: "Plane delayed 3 1/2 hours. Got to my room at 1:15 am"
Pros: "Friendly"
Cons: "Small seats small bathrooms hit my head on door just trying to go to the bathroom"
Cons: "Was not informed that there was a required 30 minute check in and was given incorrect information about what time the airport opened. Causing us to miss our flight and purchase new tickets at an extra $620, whereas I believe it should have been a free adjustment. I will never use united or kayak again."
Pros: "They canceled the flight"
Pros: "How pleasant everyone was"
Pros: "Everything."
Pros: "We were late leaving Fresno we sat on the runway for 40 minutes and 100° we left Fresno to Denver so the plane from Denver had to wait for us"
Pros: "The Fresno staff was incredible, patient, and very helpful. Take-off and landing was super smooth."
Cons: "There was no food, only a glass of water. The steward was very kind though. The layover at LAX seemed unrealistic. When I called ahead of time about it, a United employee told me it was "do-able". We barely made it, even with riding on the skycap's cart. If I hadn't had that cart ride, I would definitely have missed it. Reasonable layovers would be more helpful."
Cons: "Staff was rude and not helpful at all. Delayed over 3 hours waiting on crew coming in on another plane. Short staffed."
Cons: "Poor Steward. Very unfriendly"
Pros: "Loved boarding process. Nearly impossible to get down the aisle with carry on, personal item and a coat. Come on...."
Pros: "Checked my carry on for free."
Cons: "left an hour behind scheduled departure."
Cons: "Check in reservation clerk really hassled me when checking in when she saw the reservation under my name was spelled wrong. She acted as if I was NOT GOING TO BE ABLE TO BOARD!! I did not make the error! They had my Date of birth, my service dog traveling with me, and still were acting like they weren't going to check me in! Extremely stressful!!"
Pros: "Everything was good."
Pros: "Very friendly hostesses and Avery welcoming feel"
Pros: "Nothing"
Cons: "Missed my connecting flight because of maintenance problems. Had to wait an extra 5 hours just to get to Las Vegas. BULLSHIT! Never again!!"
Pros: "Nothing"
Cons: "Delayed flight caused me to miss my connection and caused numerous problems."
Pros: "On time"
Cons: "Food quality"
Cons: "Was not a smooth flight"
Cons: "Flight got cancelled and i was not informed of this. Waited for 9+ hours just for my next flight"
Pros: "Flight crew was great and funny!"
Cons: "Seats were uncomfortable and not a lot of space. No entertainment"
Pros: "terminal in Boston Boarding arrived early"
Cons: "group of 2 was split up"
Pros: "Everything was perfect"
Cons: "Had to rebook."
Pros: "The way they said "Hello" to me. Other than that, the water was good."
Cons: "Everything else. My flight was delayed for weather, and I missed my boarding by 2 MINUTES, and they rejected me at the gate, and told me my seat was already taken by stand-by. Then the lady I went to see at the customer service desk was rude, and rejected me from first class even though it was THEIR MISTAKE I was booked there. Then I didn't even land at LAX! I had to take another flight that landed at Ontario so I can make my appointment on time. Will NEVER travel with United again!"
Pros: "The crew overheard me offer my scarf to the lady next to me because I noticed that she was cold, and a few minutes later they offered her a blanket without us even asking for one. We were both so shocked that they knew what we needed before we asked for it."
Cons: "When i came back to my country everything was ok until i got my credit details and i saw that your receptionist stole money from my card. I should have pay for an exstra suitcase 60 dollars so i gave the receptionist my credit card. Yesterday I got my credit details i saw an extra charge of 400 hundred dollars !!! I am so mad and im waiting for you to cancel it and recompense. I hope it will be soon before i involve a layer and require you. My phone number is +97224518838."
Pros: "nothing my plane was canceled"
Cons: "that my trip was canceled"
Pros: "3 seats shared by 2 psgngrs. Clear window."
Cons: "Couldn't give me a 1st class upgrade for NO reason??? I said "Please""
Cons: "Failed to compensate my flights and hospitality. Not a better place to be stranded. Fresno, ca. Not impressed."
Pros: "Staff was friendly and attempted to be helpful."
Cons: "Was delayed and missed my connection home. The hotel provided by United was dirty and run down. They gave me food vouchers for the hotel but the hotel did not have any food options. I was rescheduled on a flight home and was forced to sit in the row in front of the bathroom by the window. Likely the most cramped seat on the aircraft. I literally could not sit upright with out my head striking the wall. To top it all off they lost my bag. After hours of wrangling with the baggage folks it could not be located in their computer system at all. I was told they could only reimburse for $3,500. Needless to say I had some expensive camera equipment in my checked luggage and was not too excited about this reimbursement cap. By some miracle the bag ended up at my home destination. It was off in the corner of baggage claim. No tag on it, no one standing around it, no one knew anything about it. I just happen to walk by it on my way out of the airport. Horrible experience. I think I’ll stick with the other airlines in the future."
Pros: "Done with United! Will never fly them again. Every flight is overbooked. Just a matter of time before you get screwed."
Pros: "Danny the crew member"
Cons: "Our pilot called in sick and the airline had no back up. It delayed our flight 1 hour and 20 minutes, which made us miss our connecting flight. We stayed in the airport 10 hours to get a flight out to Portland. Whole day of vacation ruined."
