American Airlines review by Michael

Since 2005, I have logged almost a million miles on American. In 2005, and in the wake of 9/11, AA was struggling to not declare bankruptcy as had every other legacy airline. The struggle was evident in a number of ways--tired staff, old aircraft, mechanical issues, poor customer service. However, during those years, every time that I wrote to customer service to complain, I ALWAYS received a personal response--usually an apology and an offer of miles. I even received phone calls in response to my concerns. American has made enormous strides since then. Its frequent flyer program is miles ahead of the other US carriers. Website and APP are great. New hires are more enthusiastic and customer friendly. New planes are nice. I have had the ocassional bad experience--most often due to weather. But on the whole, my opinion is largely positive. Just yesterday, I was able to take advantage of the same day flight change and got home 8 hours earlier than scheduled.