American Airlines is a major airline that just underwent Chapter 11 reorganization. They merged with US Airways to form one of the largest airline companies ever. They offer 273 destinations in the US, North America, the Caribbean, Europe, South America, and Asia. Its' extensive network is based out of five hubs: Dallas/Fort Worth, JFK in New York, Los Angeles, Miami, and O'Hare. Most of its planes are taken care of at Tulsa International Airport. They belong to the Oneworld airline alliance, working to coordinate services with British Airways, Finnair, Japan Airlines, and others. American Airlines also contracts out its regional air services to Envoy Air, SkyWest, and others. ExpressJet operates its American Eagle carrier brand. When they merged with US Airways, the result was the largest airline in the world. The merger was a good move for these companies, as it helped revitalize a company that had been hampered in recent years with financial issues.

 

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American Airlines Review
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6.6

The Good

There are many positive things about flying with American Airlines. They do a pretty good job in terms of in-flight entertainment. On the planes that are fitted with back seat TVs, it is possible to get on-demand entertainment. Planes without this feature allow passengers to check out on-demand tablets for in-flight entertainment needs.

If you are looking to be entertained on one of their flights, you will find the following options:

  • 250 movies on international flights and 150 movies on domestic flights
  • Up to 180 TV shows
  • 350 audio sections
  • 18 American Airlines Radio channels
  • Up to 20 games to play.

You can also bring your own device to stream the items above, including laptops, an iPad, the Galaxy Tab, or any device that runs iOS or Android OS 3.2

There is a lot to like about the fact that  American Airlines is continuously upgrading it’s fleet. Every week, American Airlines gets at least one new plane. These include Boeing 777-300ERs, Airbus 321s, and Airbus 319s. The old fleet of Boeing 767-300s, and Boeing 777-200s are continuously being upgraded to include lie-flat business class seats and other seating options. The Airbus planes should provide more comfortable seating options for flyers, especially in terms of bigger and better seats.

According to Flightstats.com, their flights have arrived on-time roughly 82% of the time.

The Bad

There are a few issues that can become a part of your travels when using American Airlines. When we called in, we had questions about “upping” the liability on your checked baggage. Delta lets you up your baggage liability to $5000, but American Airlines seems to avoid doing this. 

Some customers have had problems with American Airlines and their e-vouchers for various types of refunds. On an issued ticket, you cannot apply a voucher to get a refund. If you have no more planned trips for the year, the e-voucher is going to be somewhat useless if you don’t use it by its expiration date.

One customer also paid for a seat upgrade, but when they got to the plane, they still found their old seats. The customer found out that they would need to pay more to upgrade their seats again.

One potential issue with the in-flight entertainment options are the planes in which they are available. When researching the AA fleet on their website, the best options for in-flight entertainment are on Boeing planes. Airbus planes have not been upgraded to the fullest extent as have Boeing planes up to this point. If a customer gets on an Airbus, they may have difficulties getting tablets, overhead video, or streaming video. Older Boeing planes are also sometimes lacking similar features for clients as well.

The Bottom Line

We recommend American Airlines because of their top of the line in-flight entertainment, many destinations, and large number of daily flights. Because of their length of time being in business and their recent merger with US Airways and their resources, we feel confident in recommending them as an airline at this time.

Airline companies who provide an easy layout to follow in regards to their checked baggage policies provide a great benefit to their customers. American Airlines does a great job at listing their prices and complimentary features of the checked baggage process on their online website. A few important things to note about their policy are as follows:

• Possibility of up to three free checked bags

• Standard carry-on limitations

In general, with a standard American Airline airfare ticket, most importantly when flying domestically in the United States, checked baggage will cost each customer twenty-five dollars for the first bag, thirty-five for an additional bag, one hundred and fifty dollars for a third and two hundred per each additional bag of up to ten bags. However, with special ticket fares, membership in the American Airlines rewards program or when traveling to certain destinations, there is a possibility of earning up to three complimentary free checked bags. American Airlines also has standard size restrictions and allows each bag to weigh up to fifty pounds and be sixty-two inches in height. Bags that exceed these requirements will be charged an excess baggage fee of two hundred dollars depending on where a customer is flying. It should also be noted that customers who are flying first class, business class, Executive Platinum or oneworld Emerald, may have baggage that weighs up to seventy pounds with no extra charge.

As far as carry-on items go, American Airlines is very similar too many other airline companies in the industry. Flight passengers are allowed to bring one carry-on bag as well as one personal item such as a purse, backpack, briefcase, laptop, or smaller item such as a tote. Carry-on bags must be forty-five inches in height or smaller. All carry-on bags must be able to fit comfortably in American Airlines bag sizer as part of the flight check-in process.

There are several different types of travel insurance that an airline company can offer to their customers. Some of the most important types that potential travelers frequently look for are listed below with further detail of what American Airlines specifically offers: • Trip Cancellation and refund policy • Baggage loss or delay • Special assistance during flight One of

• Trip Cancellation and refund policy • Baggage loss or delay • Special assistance during flight One of

• Baggage loss or delay • Special assistance during flight One of

• Special assistance during flight One of

One of the most unique things that American Airlines offers their customers is the ability to actually purchase travel insurance to cover any unexpected events that might occur prior to travel. Unfortunately, because of this option American Airlines offers less complimentary services to compensate for change in travel plans. Most tickets once purchased are non-refundable and customers who would like refunds must submit a refund request form to be evaluated by the American Airline staff. Customers are allowed to make changes to their reservations if they are traveling within the United States, the trip was not booked using any promotions, and as long as the trip is at least three hours in advance to the changes being made. In addition, the only refunds made to non-refundable tickets include the death of the passenger or traveling companion, changes to the flight schedule made by American Airlines that result in sixty-one minutes of change or more, and military orders or changes in duty. All of these exceptions will need proper documentation to receive a full refund. It should also be noted that in most cases if a non-refundable ticket is purchased and not used by a customer, depending on fare rules, most tickets can be applied towards a future trip within the same year. If baggage becomes lost when traveling with American Airlines, the company promises to reimburse customers for any items that are needed immediately. In order to receive this reimbursement, passengers must notify American Airlines within forty-five days of the flight by either mail, fax or email. Depending on how long any luggage is lost, will affect the amount of reimbursement given to customers. If a bag cannot be found within five days from the time of the flight, a separate questionnaire form must be filed with American Airlines in order to receive accurate compensation. For luggage that is damaged during flight, American Airlines travel insurance procedure states that the customers must contact an agent before leaving the airport or within the first twenty-four hours to be eligible for any reimbursement. If a customer is in need of any special assistance during a flight, such as medical attention or equipment use, American Airlines request that all these needs be discussed with the flight staff in advance to the flight departure. All accommodations can be made on American Airline flights, but with more notice, the flight staff can better prepare to help in any way they can to needing customers.

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167 American Airlines Reviews

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  1. User Score

    1

    June 19th, 2017 Portland, OR

    American Airlines last week refused to cancel our flight, just kept changing our gate number and telling us different things. Some employees were saying there were no crews to load luggage or fly, some were telling us to not get in line for customer service because our flight was going to start boarding as soon as they finished cleaning the plane, so don’t book a new flight, and some said there wouldn’t be any flights that night. It took five hours by the time AA actually cancelled our flight, and by then all hotels were full in the area from all the cancelled flights. We rebooked on a different airlines, and AA said we could pick up our luggage in baggage claim. So we left the secure area of the airport to go stand in a long line of angry AA customers trying to get luggage. There we were informed our luggage already left on a flight. How? No planes had left. And can airlines do that? Send our luggage without us? So we had to call customer service. We were told our bags would arrive in Portland and be put in a secure area until we arrived the next day. So no hotel and now no luggage. We couldn’t get back through security until it opened at 330am. We were traveling with a 2 year old. Fun times in the airport. The next day I tried tracking our luggage online and it said it was enroute to Portland. Weird. It was enroute 12 hours ago… talked to a real person who said our luggage left our current airport an hour ago. So we were lied to the night before. Our luggage was in the airport with us, but they hadn’t wanted to give it to everyone. We could have had a change of clothes and toothbrushes! American Airlines, you fail at taking care of your customers. Poor weather happens, but you did not deal with it well.

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  2. User Score

    0

    June 16th, 2017 Saint Louis, MO

    First leg of flight unable to deplane due to lateness of previous flight. Crew did not allow for people with connections to get off cirst. Ran through terminals to be told at gate we could not get on because the door was closed. Actualky wayched luggave being loaded and planne sat 10 more minutes. Put on next flight and was stuck on plane for 4 hours before being taken back to gate because other airport closed? At this point I was given a room and 12 dollar food voucher.and put on fligbt the next day. 12 dollars? Every flight way over booked. By the time all was said and done, I lost a whole day, pribably 100. Extra expense. Azked for my extra day of parking to be paid and was told no. It was not just me. Hundreds of us on this day. Never agai. AMERICAN Airlines.

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  3. User Score

    7

    June 10th, 2017 Orem, UT

    I fly from utah to PR every year to see my children and grandchildren, most times i fly american, the reason being the cost and the convenient times. also they seen to arrive at the destination when promised,

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  4. User Score

    4

    June 8th, 2017 Sandy, UT

    Overall, quality of American Airlines has decreased. I have been a long time customer until the last couple of years. Smallest seats and so cramped. The plans are up. Not upgraded at all. Fees are so high if you ever have to change your flight.

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  5. User Score

    10

    June 7th, 2017 Leesburg, VA

    I absolutely love American Airlines. When I have had to use the customer service, they are so polite that I feel like I am in the south getting southern hospitality on every call.

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  6. User Score

    1

    June 2nd, 2017

    American Airlines cancelled our flight to Spain because of a minor mechanical issue. They delayed the cancellation after delaying the flight 3 times and by that time there were no other flights. We had to go home and leave 24 hours later. We lost $$$$ on reservations in Europe, we lost 2 days of dream vacation, and we didn’t get business class seats we used over 500,000 to get.

    My husband is very tall and doesn’t fit in coach seats. His ankles swelled from being upright all night, and he had trouble walking the entire vacation. It impacted the whole trip in a negative way because of AA’s actions. To date there has not been monetary compensation or a return of ANY miles!

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  7. User Score

    5

    June 1st, 2017 Salt Lake City, UT

    I have been pretty unhappy with customer service with American Airlines. I think there are unnecessary fees and I don’t feel like they really care to make their customers happy. Prices are usually high and I rarely can find a good deal with AA. I think some bettering of their customer service could do the company good.

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  8. User Score

    5

    June 1st, 2017 Salt Lake City, UT

    I would say American is a choice I make when their prices are better than other airlines. While they are not the worst, they are certainly not the best. I feel like they pack passengers in like sardines, and offer the driest snacks possible. The last time I rode American, someone next to me ate the smelliest food ever. While I can’t really blame the company for the atrocity that was happening next to me, it still left a bad taste in my mouth.

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  9. User Score

    0

    May 28th, 2017

    Company like American Airlines are the worst. It’s one thing to have flight delayed due to maintenance and another one due to maintenance. Our flight is only 4 hours. It took us 12 hours to get home. We had to get different flight due to delay and missing our connecting flight because of the company. They over booked. I will used other Airlines due to this experience. The worst day ever.

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  10. User Score

    9

    May 27th, 2017 Salt Lake City, UT

    Having kids of my own, I can appreciate good entertainment options while flying!

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  11. User Score

    0

    May 23rd, 2017 Raleigh, NC

    I booked a flight for my brother to travel from New York to Raleigh NC May 29th returning May 31st.I realized last evening that I made a mistake. I had booked the ticket Raleigh to New York round trip. I called American Airlines to see what they could do to help. they told me my ticket is non refundable. If your brother would like to travel from NY to Raleigh May 29th it would cost $446.00. I was going back and forward with them all day. American Airlines offered me $177 towards a future flight. I refused the offer. I’ll never ever use them again.

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  12. User Score

    10

    May 23rd, 2017

    The flight attendants goes above and beyond to let my flight be enjoyable and stress free. I greatly appreciate thier time and effort into making me and everyone on our flight have a great flight.

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  13. User Score

    0

    May 17th, 2017 Rogers, AR

    In 2016 we had a fiasco with AA with multiple canceled and redirected flight which ended up with our luggage in one city, and us in another. We had to drive 2 hours to retrieve it so we could continue to our next destination. After fighting with AA for several months, they issued us a voucher for our next flight.
    In 2017, we used that voucher in January to book a May 20 flight to NYC. On may 16 I downloaded their app to have boarding passes ready and noticed the seat assignments had changed. Instead of row 13 together with my wife, we were in 21 & 22 middle… opposite sides of the aisle. And return flight went from row 13 together (PAID PREFERRED) to row 24 together.
    Contacted AA to resolve the situation, and they informed me they sent MULTIPLE emails… none of which I received. Verified the 2 email addresses they had were still valid and when I asked why they sent ‘multiple’ the response was ‘because you didnt respond’. On May 10, I received a flight change notice for another flight I have this year…. there is nothing in that email indicating a response is required.
    So to remedy this situation, all American had to do, was to place my wife & I in empty seats in row 16, and waive the $40 fee for those seats. They however refused to to this, requiring instead that we pay the fee. For the back side, they told us to rebook preferred and then we could request a REFUND of the fee we already paid.
    Bottom line, they screwed up, they moved us randomly and the correction lies on the consumer….
    all over a $40 extra fee.
    After 45 minutes on the phone with no luck, and several tweets and messages…. no change.

    I then reached out to the travel agent who booked our European vacation, but NOT this leg of the trip. She called AA, and within 30 minutes had us in row 17, without additional fees, on either leg.

    Why these airlines seem to think it is ok to screw over their customers, is beyond me. A simple – I’m sorry about the inconvenience, let me put you in the seat and waive the fee…. and there was NO ISSUE. Instead, HOURS wasted because of their inability to effectively manage travel.

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  14. User Score

    8

    May 16th, 2017

    Eating humble pie with American Airlines. Was skeptical – however they exceeded in what they gave to us. Thanks AA

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  15. User Score

    0

    March 9th, 2017 Camden, NJ

    Do not use this airline. They do not care about their AAdvantage members or loyal customers.

    Their customer service department is rude and will hang up on you.

    They will be useless if you need anything resolved and won’t refund you or give you an e-voucher even if it’s 100% reasonable.

    I booked a flight for a guest and myself. The guest had to suddenly cancel TWO MONTHS before the flight. They wouldn’t refund me or even give me an e-voucher…but they did give my guest an e-voucher even though they didn’t pay a penny. After I tried to book my guest’s cancelled seat I found out the price of the seat was doubled so on top of being rude they’re profiting 3x as much as they should.

    Terrible customer service. Corporate scum. Fly Southwest instead!

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  16. User Score

    0

    September 6th, 2016 Sunnyvale, CA

    Flew American Airlines in July.
    After months of trying to reach a person in American Airlines that could help with a theft from my luggage, I have found they want original receipts for items claimed. They have bureaucratic answers to all requests. They take no responsibility for any items checked in baggage. You fly at your own risk!

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  17. User Score

    8

    January 18th, 2016 Emeryville, CA

    Flew the airbus 321T transcon in Dec, Business Class one way, First the other. Save your money stick to Business Class, First is more cramped than Business with all the crap airbus surrounds you with.

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  18. User Score

    9

    January 18th, 2016 Los Angeles, CA

    The service staff at American Airlines are awesome! Besides their primary objective of safety, they are compassionate and empathetic to our needs. On a recent flight from Charlotte to Las Vegas, we had just heard the shocking news of the loss of my father’s wife. I mentioned this to “Joy”, the lead stewardess while boarding the flight. Joy was at my wife’s side through out the flight to console and comfort to the best of her abilities! I will recommend American Airlines any day!

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  19. User Score

    6

    January 16th, 2016 Boston, MA

    With the merger complete the service is very unbalanced. You can see the difference in the former USAirways employees- they are more likely to just go through the motions rather than focus on passenger safety and service.
    It was painfully evident this past week.
    I only travel first class on domestic flights-paid, not upgrades.
    My first leg was BOS-LAX – morning flight, legacy AA operated. We were greeted with not just water bottles at our seat, but three times the FA came through with orange juice and coffee pre-poured. She also offered something stronger if one desired. Throughout the entire flight he was attentive without being bothersome. He also made small talk with passengers (who were not buried in their laptop, tablet or the entertainment offerings.)
    Upon our arrival at LAX and waiting for a gate to clear he came through with bottled water again.

    My second and third legs were not as great. LAX to PHX there were no water bottles at your seat upon arrival. I asked for one and was greeted with this is a short flight and lightly booked so they were not doing pre-departure beverage service.
    Whatever. Former USAirways crew and a bird still waiting to be painted.

    It is a short flight and it was early afternoon – so whilst no meal service the beverage and munchies service was labored at best.

    The final leg was PHX to BOS – a 10h10 departure. We had a small delay and the gate agent was excellent in providing updates.

    As we were boarding the in aircraft announcement was basically to hurry up, we are already late.” Late because of the airline. Not those of us boarding. This flight did offer water pre-departure – not at each seat – but via tray, the FA did welcome each passenger plane individually.

    The inflight meal (lunch) was served very quickly after cruising altitude was achieved. I did ask if I could hold off on service for another hour, and was told certainly- with the dig alerting me that she could not be responsible for the entree after being reheated.

    Upon arrival the FA making all the cabin announcements thanked us for flying USAirways, quickly correcting themselves to American.

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  20. User Score

    0

    January 15th, 2016 Los Angeles, CA

    They lost my luggage on 10/30/15, causing me to miss a race, as I checked my bag. The first group of CSRs were nice but other than saying my case was being “expedited” and that my luggage is “in transit” they couldn’t do much.

    According to another rep, my luggage was delivered to the hotel a day AFTER I left. I told the hotel staff to give them my home address and did the same with the gate agent at LBG. I filed a claim for my loss (since it was a week and I was getting no updates from central baggage….those are the not-so-nice reps) but they lost my claim and original receipts. Faxed it, still didn’t get it “because we get a lot of faxes”. Scanned an sent by email, got bounced back as “undeliverable”. After several faxes (all with “completed ” stairs on my end) they finally received it.

    Good thing I made copies of everything or I would be screwed. Called every three or four days, posted on their Facebook and Twitter and sent scathing email to thier CEO and Customer service VP. Supposedly getting a check in a few weeks, but where the hell did my luggage go?

    Good thing there’s a zero-star option bexuase AA deserves it.

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