This is not customer service. Let’s not pretend. Flying American is transactional at best. I pay for transportation, the airline provides transportation (unbound by comfort and convenience)… the end. No one is there to impress or innovate, they simply just exist as part of the transportation process. Avoid if you have other options.
Flight on time. Short flight. No food needed.
Pros: "Friendly and prompt attendants."
Cons: "I couldn't ask for anything more from American than what was provided"
Pros: "Crew was very friendly. Connections great"
Cons: "Seats very uncomfortable."
Pros: "They offered some entertainment"
Cons: "Took no caution with coronavirus. Packed the plane with the seats full and all rows filled. I was not expecting this especially since my flight was not cheap."
Pros: "Miserable all around experience"
Cons: "The flight delay was not reported correctly until 30 minutes before expected departure. The baggage carousel stopped running after already being more then a hour late. No members present to rectify. Absolutely terrible trip"
Cons: "Nothing evething is ok"
Pros: "The crew was incredibly attentive and helpful."
Pros: "Whole row to myself. Greqt movie, in early and informative pro of a captain."
Pros: "My crew was very attentive"
Cons: "The flight attendants were friendly, watched a movie, thanks for the ear buds to listen to the movie. There was a lot of turbulence but I feel our pilot managed it very well bringing us in safely and smoothly as possible. I can't think of anything that could have been improved on."
Cons: "Less passengers or bigger plane means more room. Everything was perfect except for being uncomfortably cramped."
Pros: "Everything was excellent"
Cons: "I never got to go on my trip... wasted all my money and never got anywhere and can't seem to get a refund or at least another ticket."
Cons: "Working plane mechanical issues"
Pros: "Crew was great"
Cons: "Side seats suck"
Pros: "In flight entertainment and food were great"
Cons: "Wish seats were comfier and more legroom"
Pros: "The crew was amazing, considering the late flight & full plane."
Cons: "Had to take shuttle to other side of airport which took over an hour. Very very poor experience. Also, Seats had no room pull down table."
Cons: "Took forever to get the bags"
Pros: "Confortable seating and boarding was good."
Cons: "Crew was attentive to process but not the people. Kinda like machines"
Pros: "Everything was perfect"
Cons: "Baggage was not that faster but was still okay Although improvements will be great"
Cons: "Despite inbound flight - with the same airline - coming in 6 minutes early the connecting flight was closed when arriving at the gate. Rebooked on next flight some 3 hours later."
Pros: "Would fly again- irritated at how does a flight manage to get overbooked"
Cons: "Flight was 3 seats overbooked, they had to wait until 3 people willingly took a later flight. Like a game of chicken between 100 people."
Pros: "The crew was top notch, very pleasant and went the extra mile."
Cons: "My husband and I were assigned seats in a different part of the plane from one another."
Pros: "They rerouted me so I at least salvaged some of my trip."
Cons: "They rerouted me for no reason making me miss my reunion."
Pros: "I liked the wide and spacious seating."
Cons: "Due to the planes running late we had to board the plane without the plane being cleaned beforehand. I had to ask a stewardess to wipe down the crumbs and spilt coffee on my seat before I could sit down. It was REALLY disgusting!!! There was crumbs all over the seats, Seatbelts and floor."
Cons: "Bought 2 tickets but seats weren’t together poor service"
Pros: "Despite numerous delays, we made it to Philadelphia. We were alerted to the delays in a timely manner. We were also treated to a snack cart and cupcakes to celebrate the first day of direct flights."
Cons: "A long delay. Patience is everything and the staff and crew were very friendly."
Pros: "Staff and Entertainment"
Cons: "Back row, but someone has to sit there :)"
Pros: "I've recently had problems with other airlines in the past few years. It seems that flight attendants get more and more rude by the day! I had nothing but a pleasant time on both these flights though. Everyone was cordial and respectful!"
Cons: "Don't have a conplaint."
Pros: "The food was good, the crew was very professional. The flight was on time. The seats were OK, but not conducive to sleeping."
Cons: "We weren't assigned seats together. It ultimately worked out OK because I was assigned to sit between a mother and her young child. They asked if they could have my middle seat so they could sit together - hurray! After that, the person in the aisle seat next to my husband was willing to swap her aisle seat for my new-found aisle seat. But on long flights, greater efforts should be made to seat couples together."
Pros: "Crew was great. All flights and connections on time and easy."
Cons: "Food - better to stick with basics in coach. Entertainment - too conservative boring."
Pros: "Flight was smooth, left on time and arrived early. All the staff were friendly, even humorous."
Pros: "Great entertainment options, crew was great. Overall great flight."
Cons: "Boarding could have been faster."
Cons: "The check in process at JFK was a disaster. The kiosk check in machines were constantly malfunctioning, where to line up was unclear, and staff acted frustrated. After several failed attempts with the kiosks you have to wait in line to check in at the counter anyways. It would have saved almost an hour of my time to just go straight to the counter-- had I been allowed to. I wanted to check a bag which contained some fragile items. Several bottles of wine which I wrapped in bubble wrap and cushioned with my packed clothes. I requested a "Fragile" sticker to be put on my bag. I was told "We don't do that here". So I asked if they handle ALL bags with extreme care and I was laughed at and told to go on my way. When I got my bag at my destination-- the outside of my leather suitcase was sliced to the lining. There were scuff marks and torn leather. My wine had been completely shattered. Not just a crack in the bottle, but flattened completely. My clothes were stained, my bag ruined. I don't know if putting a fragile sticker on would have prevented this, but I don't understand why they just "don't do that". We are trusting our property to the airline when we check bags. I will never trust American Airlines ever again. They don't want to know if I have anything fragile, and they don't care when I tell them."
Cons: "It was not explained to us why my wife was pulled out of the line for questioning. They did not introduce themselves or anything."
Cons: "2 hours late. Kept moving the boarding time by 10min"
Pros: "No individual screens to watch. Get with the times for long flights !"
Pros: "The plane was new and nice looking"
Cons: "The flight was delayed. The crew was rude . Seats were not assigned until boarding NPILWL3B. Of course they give you the worst seats."
Pros: "Staff was fantastic."
Pros: "Like the drink & snack bar that is always open. Crew kept bathrooms maintained reasonably well."
Cons: "They were out of some of the drink and food options. The Vegetarian special meals were poor."
Pros: "Nice new seats"
Cons: "Crew came by once with drinks, never came back through with food/snacks. Never came through with water, as they usually do later in this flight. They spent most of the time chatting in the galley."
Pros: "The TV entertainment built in the seat."
Cons: "The baggage check in process, the 6 hour delay of my flight, wasting the majority of my day in the airport due to plane inspection. De-planing after boarding. The unorganized line/crowd during the boarding process."
Pros: "Wrong airline, sent me to wrong gate, almost missed the flight. If I wasn't lucky enough to need a wheelchair, I would probably still be in Phx! Not happy at all, to say the least. I had to grease the palms of about 7 different wheelchair pushers. A bad day all around."
Pros: "The flight to my destination was awesome. Helpful staff, great equipment, and plenty of room. I loved the technology in the seats."
Cons: "The return flight was not so good. I felt like an inconvenience and was not treated very well. At one point I was dismissed by an airline associate with a swish of her hand. Not exactly how anyone should be treated. There was a nice man that was a flight attendant, but other than that it was as if they were irritated people were even on the flight."
Pros: "I was lucky to get an upgrade to business class. It was fantastic, of course, as business class should be. Great crew, great space."
Cons: "Limited selection of movies. Or maybe I'm just old and grumpy and not interested in dozens of superhero movies!"
Pros: "Staff werected all very helpful and and pleasant. Pilot navigated a smooth line."
Cons: "Nothing stands out"