2.3/10

    From 603 passenger reviews

    Lowery

    from - July 10, 2018

    Flew Premium Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    First and foremost I have not taken this trip yet, I am booked for an October/November flight to Paris. Long story short, I booked the first row premium economy seats that are by themselves. American decided to swap out aircraft and in doing so bumped me from the seats I had originally chosen without really giving me an explanation other than a computer does the reassignments and I’m not an American Advantage member. As of this time American has done nothing to fix their mistake and has offered no real remedy. This is the second customer service issue, both of which was their fault, that they have refused to correct. I would not recommend this airline. When I pay over $3,000 for a flight, I expect the seats I chose.

    Randolph

    from - June 24, 2018

    Flew Economy Class

    Overall Score

    10/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      Yes

    It was a very pleasant surprise flying AA again and in Economy. YOW-PHL-MAD// CDG-PHL-YOW American Eagle was fine..as all the regional jet services in North American airlines.. but the crew was very friendly and professional. The gate people at PHL was very well organized and they had some issues with a flight from LAS that had passengers on my flight we had some delay due that but the crew kept us informed and the long delay in the ground of 1.5 hours it was recover on flight to just 30 min. Seats on the A330-200 were very comfortable in 2-4-2 configuration…I’m 6′ (183cm) tall with 95Kg ..were regular seats were very good for me and the service was so good… food was excellent taste and portion, most of the crew were very friendly and professional, just a couple were a bit serious but very courteous and professional and without bad attitudes. Entertainment was great, the Internet worked well.. better than UA service between EU and US… Return from CDG was great service at the counter and gate.. and the crew on board was excellent… a mix of ages but ALL were so nice and professional.. the food was excellent as well and loved the white wine option… same A330-200 little tired but updated interior… it was very comfortable in regular Economy… I also paid for the one-day pass lounge access in Paris and the Admiral’s club was great, basic but good selection of food for continental breakfast… and drinks…then I used the club at PHL terminal 7 that was very basic as many of the Lounges for US airlines. Verdict: Improved so much and I’m happy to see it… You can feel the change. AA again at all time in Economy and why not in J cabin.

    Zach

    from United States - June 10, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    I was schedule to fly out of JFK to Charlotte. We were leaving Friday evening and planning on returning on Sunday. We were five minutes out from the airport when we received a text letting us know that the flight was canceled. Not because of bad weather but because of maintenance. After a terrible call to your help line where they were rude and informed me they could not do anything for me, I went to get in line at the airport kiosk to speak to someone in person since I was already there and had already spent $75 on my Uber to get there. That is when I discover the true dysfunction. They had no idea what was going on, and the line to speak to anyone took an hour and a half. They had people that were supposed to be working just standing around chatting with each other with a huge line waiting. Each person that came up to the kiosk took around a half hour to get moving. Ive never seen more frustrated people in one place. Not just because of the flight to Charlotte, but because of a number of different flights. The girl next to me was literally in tears because they had lost her reservation back to Greece (which they eventually made right after acting like there was nothing they could do). The person behind me going to Vegas was denied a boarding pass to Vegas because he showed up 59 minutes before to get his boarding pass. One man was sitting down on the kiosk on the phone himself for over an hour trying to get rescheduled himself after you employees gave him the phone because they couldnt handle the probelm, he felt so bad that he went around and apologized to everyone after and certainly was criticizing American Airlines. By the time I finally got to the front of the line, the woman I was dealing with told me she couldn’t get me on another flight that day and couldn’t refund my ticket. I had to go online. Its absurd they don’t give their employees the ability to help customers in real time. I don’t know what CRM they use, but everyone of their employees acts helpless and useless. I called customer service again while at the airport and they said they couldn’t refund me and also pointed me towards the website I finally had to take an Uber back at my own expense again, I didn’t receive a refund for my ticket, I didn’t get reschedule on a flight same night so I had to cancel my trip all together. When I finally get home and try to get a refund on my ticket your site tells me I am not eligible. The fact that I had to call the help line again was absurd. Finally they issued the refund over the phone. Why their customer service rep at the airport couldn’t do that I don’t know. The refund finally came back and obviously didn’t include taxes and your processing fees so I am out another $100 approximately. So when all is said and done they canceled my trip for no reason and could not reschedule me. I am out hundreds of dollars in out of pocket expenses. They wasted hours of my time. And I was not offered any reimbursement or compensation of any type even though I requested it.

    washington

    from United States - May 31, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    I FLY WITH AMERICAN AIRLINES OFTEN, I CHOSE THIS AIRLINE BECAUSE THEY ARE USUALLY GOOD, HOWEVER, MY CURRENT FLIGHT WAS A DISASTER, I TOOK A BEAUTIFUL VACATION TO JAMAICA AND HAD A CONNECTING FLIGHT, WHEN MY FLIGHT ARRIVED IN MIAMI, I HAD TO CHECK IN ALL OVER AGAIN, THE LINE WAS EXTREMELY LONG AND I MISSED MY CONNECTING FLIGHT, SO I SET AT THE AIRPORT FOUR HOURS WAITING AS A STANDBY CUSTOMER NOT KNOWING IF I WOULD MAKE IT HOME FOR WORK THE FOLLOWING DAY. EVENTUALLY, I RECEIVED A FLIGHT AND MAKE IT TO CHICAGO BY MIDNIGHT, I HAD TO FIND MY LUGGAGE THAT WAS THERE PRIOR TO ME, I MISSED MY RIDE THAT I HAD PAID FOR IN ADVANCE AND THEIR CUT OFF TIME WAS 12AM, SO I ENDED UP UBERING TO MY VEHICLE THAT COST ME AN ADDITIONAL $36, THE AIRLINE HAD ALL KINDS OF EXCUSES FOR THE DELAY, OPTIMALLY AMERICAN AIRLINES AND SECURITY AT MIAMI AIRPORT NEED SOME KIND OF STRUCTURE BECAUSE I MADE IT HOME AT 2AM AND HAD TO BE AT WORK AT 7AM AND I AM EXTREMELY EXHAUSTED AFTER BEING TREATED LIKE A QUEEN IN JAMAICA, THEN HAD TO COME BACK HOME TO THIS MESS. ( FOR THE RECORD I NEVER DO REVIEWS EVEN IF I AN NOT SATISFIED, BUT THIS ONE RIGHT HERE NEEDED TO BE TOLD) THIS AIRLINE WOUKD NEVER BE MY FIRST CHOSE ANYMORE.

    Terry

    from United States - May 21, 2018

    Flew Economy Class

    Overall Score

    2/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    American Airlines cancelled my flight day of my trip. The rebooked me for an airport next day that is 1.5 hrs away. how am i to drive and park in one place and return in a different city 1.5 hrs away… AND they did not reimburse my hotel for that night that I couldn’t do since they said they couldnt get me to my destination that day expected. I had this booked months in advance. they gave me the run around on phone, then to ticket counter at airport and now that call back says they can’t help me. I’ll really try never to use AA again. I don’t want to be stuck paying for a hotel stay I can’t use on the first night.

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