Dealing with customer service was a terrible experience. Our flight was changed by the computer system to a different flight a full day later, and we were given no option to change it. It took us a full 6 hours of waiting before we could actually talk to a human on the phone to help us get it fixed. Then we had to talk to customer service at the airport as well which was a 90 minute wait. The employees were wonderful and helpful when we talked to them, but the wait time was unacceptable.
Leg room was really good.
Pros: "they finally let us off the plane after over 3 hours of just sitting on the tarmac"
Cons: "Flight could have taken off and arrived on time in JFK. Weather was the stated reason so understood but stressful and crew were also not patient with the questions regarding connections"
Maintenance delay for 2 hours after Canceling my flight earlier in the week. So typical for this poorly run airline. Will make better choices for future flights.
Cons: "Communication. I cannot speak with anyone at flyus about a refund. Qatar airways denied boarding to ALL passengers heading to Saudi Arabia, I was left stranded in Dallas, and could not contact ANYONE."
Pros: "This crew was amazing"
Pros: "Flight was mostly empty and it’s a short trip."
Pros: "Plane had three delays. Apparently American mechanics are not allowed to strike so they have these fake or very slow mechanical issues."
Cons: "Be on time. We missed our overseas connection and had to buy new tickets to Italy"
Cons: "No wifi, drinks came in the last 5 minutes flight was 1.5 hours late"
Pros: "Free movies on the included display and electric outlets are top notch."
Cons: "I wish they would offer food service more in the middle as we just ate before boarding."
Pros: "Delayed and dropped off in the rain far from terminal still waiting for bags"
Pros: "Every thing! Healthier food needed"
Pros: "Almost everything about the return flight was great. Check-in, legroom, flight crew, entertainment were top notch"
Cons: "I asked for specific meals for everyone on the booking but multiple customer service reps booked only 1 meal - when making bookings/changes ask if changes are for everyone or for specific passengers"
Pros: "Smooth ride and early arrival"
Pros: "Power outlets at some seats"
Cons: "Little entertainment choices, no complimentary food, late, charged for even the most basic seat selection"
Pros: "On-time departure and arrival, friendly ground staff and flight attendant"
Cons: "Business class crew was extremely rude and unfriendly."
Pros: "I had a connection flight to JFK I came before the time about 15 min and crew saw me but she told me, sorry someone took your seats I lost around 4000$. This happened at Dallas airport."
Pros: "Flight attendant actually seemed to enjoy job even had genuine smile. Made that the most enjoyable flight I’ve had in awhile"
Cons: "Very long time since I have being on s flight with tv in the aisle , and not on headrest .. this is s international flight ."
Cons: "Nothing was good! Horrible horrible airline!"
Pros: "Crew members provide better service than I expected. It seems that American Airline has increasingly improved its service which is a good sign. Food was good. A wide variety of movies and otger entertainment on board is offered on each passenger's personal screen."
Cons: "Space for seats in such a long flight should have been bigger. Compared to other Asian airlines, AA seems to be thrifty on seat space."
Pros: "Awesome service"
Pros: "The airline staff was SO kind and helpful. I'm an AA fan now!"
Cons: "Horribly made me cancel flight because of 1min after 30 min cut off for boarding pass. Sat at the front desk for 29 minute arguing until my plane left."
Pros: "We got there"
Pros: "The flight was so short we did not even get a snack, only an offer of a bottle of water; this was simply due to to short length of the flight. Basic economy had my wife and I 16 rows apart each in a middle seat. I was in the very last seat on the plane. Flight attendants were attentive and surprisingly very nice, legroom is non-existent (same as every flight in plain coach)."
Cons: "High cost to prebook seats was twice what Spirit or Frontier would charge"
Pros: "This is a modern airplane with great features"
Cons: "The seats are way to narrow"
Cons: "Delayed flight, multiple gate changes"
Cons: "They had a delay that bumped our international connection. We had to switch airports and airlines and arrived significantly later than originally planned, causing us to miss pre-wedding events."
Pros: "The flight went pretty smoothly, besides the hiccups."
Cons: "The flight was delayed which messed up other flights. Then our bags didn't make it on our second flight."
Pros: "1, Crew are very attentive 2. Great seat"
Cons: "delayed, missed connection, no assistance automatically booked for 24 hrs later connection, no accomodation travelling with infant, had to spend the night (total >12 hrs) at security post, no AA employee available to assist, horrible customer service actually AA does not know if there is such a thing as customer service exist!"
Pros: "The flight was very smooth and the crew was so friendly!"
Cons: "It was an older plane and it felt a bit cramped."
Cons: "Los asiento demasiados pegado. Y el snack muy pobre"
Pros: "Good free entertainment. Thanks."
Cons: "No good free snacks. Only free drinks."
Cons: "i bought better seats when i booked the tickets. on the day of the flight AA changed the airplane, and I did not get the preferred ticked i payed for."
Pros: "The crew was OK"
Cons: "Entertainment extremely poor."
Cons: "Food not so great"
Cons: "My tickets ultimately were booked through Kayak/webjet. I will never book through webjet again. You can't directly speak with an agent. They never sent me my e-tickets. I couldn't download my tickets prior to arriving at the airport. It was super confusing because I couldn't figure out whether I was flying on British Airways or American Airlines. I didn't know what terminal to go to. I finally checked in with American even after they told me to go to British Airways. Next, American said that my booking was messed up such that they couldn't check my bag through. So at Chicago I had to exit the Secure area, pick up my bag from baggage check, check it back in and go back through security. I still didn't have my ticket for the chicago-barcelona leg of the trip. At American, they told be I had to exit the airport again to go to British Airways for the Chicago- Barcelona leg of the trip. Luckily, i asked another agent and she confirmed my flight was though American. It was the most confusing flight experience, I have ever had."
Pros: "Flight much better organized, seat more comfortable"
Pros: "Aircraft 777-200. I've seated in row 14, wich have great confort for legs."
Pros: "Snacks and drinks included. Was able to get my bag checked for free and pay a decent price for a last minute emergency flight. Crew was great and helpful"
Cons: "The price was more than I wanted to pay but it was not unreasonable."
Pros: "Short flight."
Cons: "3.5 hour delay because I believed they double booked a gate and there was no plane. Didn't offer beverage service( they did on the departure flight) on returning flight to miami"
Pros: "The gate agent was able to find me another option."
Cons: "The phone agent was really bad at helping."
Pros: "Crew was nice"
Cons: "Someone opened nail Polish on the plane and I wish the flight attendants would have addressed it because it was horrible."
Pros: "Very smooth flight with excellent crew!"
Cons: "There were no individual monitors at the seats."
Flight was cancelled by the airline, the morning of the flight.
The check in was very long, total chaos at Madrid airport.
I’m very happy! Very helpful all personals , so happy with service! A++++++! Want fly again! Highly recommended! Thanks for your service!
Pros: "Boarding was seemless and nice"
Cons: "There was a delay which was communicated, inflight entertainment could have been better"
Pros: "Great customer service"
Cons: "The seats are really small. Even for people not considered tall."
Cons: "Boarding was terrible, like they never done that before. They do not offer even just a glass of water- nothing."
Pros: "Crew was friendly."
Cons: "Couldn't find out online which gate my flight was leaving from. Long bus ride from jetway to plane. No in-flight entertainment, uncomfortable seats."
Pros: "Everything was fine and smooth"
Cons: "Toilets were REALLY dirty"
Pros: "Arrived at destination"
Cons: "Left an hour and a half late due to mechanical problems. This also disrupted in flight entertainment system. Got to destination"
Pros: "Mucha organización en el vuelvo y muy buena atención por parte del equipo."
Pros: "Nothing, it was awful"
Cons: "They were late with boarding to begin with and the process was extremely unorganized and slow. The Air France flight that was boarding next to ours at gate 9 got everybody onto the plane before our flight did and their plane was scheduled to take off 10 minutes AFTER us. The boarding attendant didn’t do a good job of announcing the group number for boarding. After priority and no baggage passengers, it was just one big mob. Our boarding passes were in group 1 but my mom ended up being one of the last people let through. The 2 attendants made her wait because they needed to tag her luggage. I guess they felt it was too big for carrying on. Which is fine. But they literally made her stand there while they let almost everyone else in line through. They even tagged other luggages and she was still waiting. And when she asked them about it, they told her to wait and they have to assist other people. What’s the point of being group 1 for boarding then? We still had to wait til pretty much everyone else went in. And the fact that our seats were in row 29 which is at the tail end of the plane made it even worse. Now we need to squeeze by 28 rows of people when we could’ve been in our seats and out of the way a long time ago. Terrible service!"
Pros: "On time"
Pros: "The food could be better"
Pros: "No issues — all good. Departure & arrival times as scheduled. Food & entertainment marks are low b/c they don’t apply (there should be an N/A selection as an option)."
Cons: "I didn't like the fact that the flight was delayed over an hour with zero explanation as to why. just sat in the hot plane with no reason or explanation."
Cons: "Flight was late and the scheduled connection was only 2h. Impossible to make it even on time. JFK terminal is 3rd world"
Pros: "On time, Very professional crew."
Cons: "Could not do online check-in."
Cons: "they book flight connections too close in madrid, resulting in big hassles, especially if passport control is also involved"
Pros: "Flight attendants were very nice."
Cons: "Boarding is a hot mess, and you stand in line forever for nothing. Food never has a vegetarian option - it's 2017, time to change that.The movies are the same traveling west and east. Lastly, the power station at my seat did NOT work."
Pros: "Nothing stands out."
Cons: "The seats are cramped, no leg room. The passenger in front of me reclined her seat and spent the majority of the flight in my lap. The temperature on the plane was hot. if you're in an aisle seat you might feel the air conditioner but not if you're in the center of the row. There are not air vents above the seats. This was a long flight to be miserable."
Pros: "No complaints everything was good No delays on time flights going and returning back"
Pros: "Service, food, plane cleanliness and quality of entertainment."
Cons: "I was late to catch my plain to San Francisco 5 minutes because it was too much people at customs and the plain coming from Madrid was 15 to 20 minutes late due to the bad weather. The plain was supposed to departure at 6:30pm and I got there at 6:20pm the agent at the gate told me that the doors were closed and she gave me a plain ticket for the next flight to San Francisco."
Pros: "the boarding with 2 kids was super easy."
Cons: "we were not able to get a seat by the bulk head and so could no take advantage of the basinet."
Pros: "Good seat spacing"
Cons: "Customer service was a low priority"
Cons: "Iberia is not good at boarding"
Pros: "The only part of this flight that was good was when I deplaned at the end"
Cons: "The flight was delayed. We sat in the plane waiting for 1.5 hours. Passengers were not addressed as to why we were not moving. During this time the air conditioning was off and it was too hot. The crew was very rude and nowhere to be found most of the flight. I was extremely thirsty and crew was upset when I asked for water"
Cons: "They let me sleep through the free snacks and woke me when they came through with the pay-for snacks"
Cons: "We paid $30 each way for extra legroom, but our seats did not provide it, and there were no empty seats available in the appropriate rows to correct the error. As happened before the airline pleaded a "change of aircraft" with no extra legroom seats. We were somewhat accommodated by being re-seated in the middle section with an empty seat between us, but this was not what we preferred or needed."
Pros: "My flight boarded easily, and left on time. The seats were comfortable, the food included a hot meal for dinner, and the entertainment available was varied. We even landed in Madrid a little early. Traveling is always trying, especially in coach. The Iberia experience was very pleasant."
Cons: "Nothing really stands out unless you want to make coach like 1st class for the same price"
Pros: "it was very comfortable, extremely good service, good food, amazing entertainment( good movies, series and games)"
Cons: "it was perfect"
Pros: "It would be much better to get water more often and maybe a few snacks"
Pros: "It got me hone."
Cons: "Very small seats we were not given any snacks or drinks."
Pros: "The crew was gentle, it was the first time I traveled with Latam and I was really pleased with the experience."
Cons: "I have no complaints about this trip."
Pros: "Everything was delightful, definitely my best ever flight!"
Pros: "Excellent flight. Iberia had outstanding service"
Cons: "At the airport (Madrid) too long to get to the Gate. Line for baggage, security and passport. It took more than two hours to get to the gate. Personnel too slow and passport check in moody day."
Pros: "Service was nice and friendly"
Cons: "As with all airlines the seats could be better"
Cons: "I didnt like that it was tight. People in front of me laying down on there sit and I couldnt even reach my backpack drom under the seat or move much. Flight shaky and landing verh bumpy on was back to Denver"
Pros: "The fact I got home."
Cons: "There was around a 6 hour delay and we had very little info as to what was happening next."
Cons: "Food, particularly the meatballs. They were smelly. The entertainment choices took a long time to find and load."
Pros: "Great on board entertain"
Cons: "The seats are two small"
Pros: "That agents had another flight scheduled in case we missed our connection due to delay."
Cons: "That we were unable to make the connection, missed by only a few minutes which seems like more could have been done to help us get on. Would have liked to be given access to VIP lounge to relax and use wifi to communicate to others our delay to let them know we were okay. Voucher for lunch was at limited vendors, not easy to use. No water in toilet for washing, out of toilet paper."
Pros: "Flight was on time"
Cons: "Spain bases crew were just not very friendly! They need to smile mire and be more"
Pros: "Kind staff"
Cons: "Cushioning on seats worn out - getting uncomfortable. Slightly confusing on who was boarding when; crowd was blocking entry. The path to the plane was not covered, despite the rain and the suitcase had to be left on a cart without cover - I ended up with wet clothing in my suitcase."