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American Airlines

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897 User Reviews

4.8

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Author: Kalicia Bateman

LAST UPDATED: April 3rd, 2022

American Airlines is a major airline that just underwent Chapter 11 reorganization. It merged with US Airways to form one of the largest airline companies ever.

The carrier offers 273 destinations in the US, North America, the Caribbean, Europe, South America, and Asia. Its extensive network uses five hubs: Dallas/Fort Worth, JFK in New York, Los Angeles, Miami, and Chicago O'Hare. Most of its planes are serviced at Tulsa International Airport.

The airline belongs 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 it 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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The Good

  • In-Flight Entertainment
  • Fleet Upgrades
  • On-Time Percentage

In-Flight Entertainment

There are many positive things about flying with American Airlines, but our first stop is entertainment. The airline does a pretty good job in terms of in-flight entertainment. On the planes that are fitted with seatback 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

Fleet Upgrades

There is a lot to like about the fact that American Airlines is continuously upgrading its 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.

On-Time Percentage

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

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The Bad

  • Baggage Liability
  • E-Vouchers and Refunds
  • Entertainment Availability

Baggage Liability

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. 

E-Vouchers and Refunds

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.

Entertainment Availability

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.

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The Bottom Line

We recommend American Airlines because of its top of the line in-flight entertainment, diverse destinations, and volume of daily flights. Because of the company's longstanding history and its recent merger with US Airways and its added resources, we feel confident in recommending them as an airline at this time.

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User Reviews

Star Rating

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3.3

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897 Reviews

Review Breakdown

5 grade

29%

4 grade

25%

3 grade

16%

2 grade

8%

1 grade

22%

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MindyV Lubbock, TX

American Airlines used to be one of my favorite airlines. But after we flew home on them after a trip we took over Christmas, they aren't one of my favorite airlines anymore. I know that things have been crazy with COVID, but American Airlines would only serve beverages to people who were in first class. When we flew out on our trip for Christmas, we flew on United and they gave beverages to everyone. Also, on the larger plane, there were no headsets available, so we weren't able to watch the TV's at all. We couldn't even watch them without the sound. The American Eagle that we took from DWF to LBB was really weird. In first class, there was only 1 set of seats on one side of the plane and 2 on the other. In the main cabin, there were 2 seats on each side. So the floor was crooked to accommodate the weird shape of the plane and the strange seating. Also, the windows on that plane were messed up. They weren't where they normally are, making it easy for passengers to see out of the plane. They were in the middle of the backs of the seats. So we either had to look behind us to try to see a little outside or further in front of us to try to see a little. It was really weird and pointless!!!! The windows are there for passengers to be able to look out of them.

5 years ago

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Melanie Woodruff Benton, AR

The company overall was really great. My problem was with the fact that I had requested wheelchair help at my layovers and neither time did I have one. On the way there I had a three hour layover so I could walk a few gates and rest then repeat. Coming back there was someone at the gate meeting the plane with a wheelchair but when I asked if it was for me he told me I had to have the person at the gate call for one for me. My flight was late and I had 20 minutes to get to my flight. I did quickly walk to my next gate once I figured out how to get there. Had a few moments before they closed the gate then spent a week in bed from the flair up this caused. Not sure where the mix up was because each flight I asked if it was noted that I needed to be met with a wheelchair and they assured me it would. Otherwise I would have given a 5. The gate attendants and flight attendants were amazing.

6 years ago

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Judith Anderson McNeal, AZ

My flights where the longest I have ever taken. The layovers were terrible when you find out that your flight was canceled, you have to book another flight it was done to me on my way to Pa and then on my way back the flight for Philadelphia was late missed my flight and my family had to drive to Phoenix to pick me up instead of Tuscon Az. The whole thing was very stressful. They changed the gates on me but they don't say much on the ticket. I also fell at the Phoenix airport because the plane left before I landed with the flight from Philadelphia. Couldn't the plane make up that time once in the air?

7 years ago

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Daniel 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.

10 years ago

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Frank Del Toro Chappaqua, NY

The merger hasn't smoothed out a lot of issues at either American or USAirways, but if you know up front what to expect, it can be a less unpleasant experience than you'd anticipate flying American. If you have a carry on and they ask for volunteers to check the bag for free, DON'T. I did it twice, once on American and once on a USAirways. Both times, the damage to the bag was less than the cost of time and labor communicating to me that “We're not liable” (zipper piece was $1.98). The wifi on the different planes, at least coast to coast, was always spotty. GoGo Inflight reimbursed me for the time it was down, which is why they'll always get an A+, but have learned that the equipment on the American fleet is subpar and will always fail for now (according to provider). If you fly through Chicago, Dallas or Charlotte–major hubs of American and USAirways, you'll find the customer service is subpar, so if you have a problem, call the 800 number. If not going there directly, try to connect in Phoenix or Los Angeles. The positives? If you mention the problems to the AAdvantage desk–even if just a regular status member, they immediately assist in resolving to your satisfaction. Prime seating opportunities, like exit rows, are easier to get online prior to the flight (as compared to say, Delta or United, where they block off all of those seats until a few days before). Finally, the other good point is that there is a multitude of flights in case you miss one, and there's little attitude of “though crap” or anything like that. At least, that's what I've experienced. Upgradable seats not so plentiful, but the agents have usually put me on another flight without charging me if I missed it, regardless of fault.

11 years ago

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Frank Del Toro Chappaqua, NY

The merger hasn't smoothed out a lot of issues at either American or USAirways, but if you know up front what to expect, it can be a less unpleasant experience than you'd anticipate flying American. If you have a carry on and they ask for volunteers to check the bag for free, don't. I did it twice, once on American and once on a USAirways. Both times, there was damage to the bag was less than the cost of time and labor communicating with me that "We're not liable" than actually just reimbursing me the cost of the zipper piece ($1.96, btw). The wifi on the different planes, at least coast to coast, was always spotty. GoGo Inflight reimbursed me for the time it was down, which is why they'll always get an A+, but have learned that the equipment on the American fleet is subpar and will always fail for now (according to provider). If you fly through Chicago, Dallas or Charlotte--major hubs of American and USAirways, you'll find the customer service is subpar, probably better in Tehran, so if you have a problem, call the 800 number. If not going there directly, try to connect in Phoenix or Los Angeles. The positives? If you mention the problems to the AAdvantage desk--even if just a regular status member, they immediately assist in resolving to your satisfaction. Prime seating opportunities, like exit rows, are easier to get online prior to the flight (as compared to say, Delta or United, where they block off all of those seats until a few days before). Finally, the other good point is that there is a multitude of flights in case you miss one. At least, that's what I've experienced. Upgradable seats not so plentiful, but the agents have usually put me on another flight without charging me if I missed it, regardless of fault.

11 years ago

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Tom Martin Fort Worth, TX

Are we such an ADD society that we need in flight entertainment that has 250 movies, 180 TV shows, etc?? Frankly, I HATE the IFE systems in the airplanes, because the big box under the seats takes up all the leg room. On a recent overseas AA 767-300, the IFE box was so big I couldn't even stretch my legs. I've been on commuter planes with better leg room. TBH, I like flying regional jets. They take your roller bag before you board, so there are no worries about overhead bins. Almost all the RJs don't have IFEs, and while the cabins are smaller, the seats are the same size or bigger than the big jets!

11 years ago

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Wes Winter Park, FL

Recently flew to Rome on AA US Air was the crew. It was a Boeing 5 seats in the middle in coach that were cramped. The A/C was not consistent and our section was warm while others were cold. The food was good and entertainment excellent. The crew was below average. On the return again a US Air plane but AA crew that was more professional and personable. On both flights the seat in front of me was reclined with a child in it which made eating uncomfortable. The AA crew noticed it and ask the person to raise it during meal time. Attention to details. All 4 flights were on time or early. I also fly domestically which is ok. I use to fly AA back in the 80's and 90's and remember their service and comfort was much better. Had 2 1st class trips to Hawaii that were fantastic. Back when I flew a lot and was gold status often got upgraded without asking. Of full service carriers I will stick to AA when I can. I still look for price and Southwest usually wins.

11 years ago

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AF ,

I did not have a great experience on American, mostly with the customer service. It seems like the attendants are not happy to be there. The plane also seemed more dirty (and I fly quite a bit). One thing that I did like : I didn't have any status with the airline, but was still able to pay for an upgrade into first class (I liked having that option even though I'm not a regular).

6 years ago

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Zac Cannon Long Beach, MS

The updated planes are great and aren't uncomfortable, but the customer service is questionable. I had a trip to Dayton where a flight was delayed and made me miss my connecting flight in Charlotte, NC which kept me from getting to my home flight to Gulfport. No offer to cover a hotel stay, just getting a small percentage off with a partnering hotel. They at least covered my flight to New Orleans, but I had to arrange for my wife to pick me up and on top of that, miss a day of work I did not need to miss.

6 years ago

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Tara Beckert Saratoga Springs, UT

My biggest complaint with this company was the inability to ensure seating when booking a flight. I was able to book seats next to my family on my outgoing flight but somehow was not able to do the same thing on our return flight. The overall flying experience was fine, but I would have liked the ability to book flights next to my family for both flights in the future.

8 years ago

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Roy Evans Lynchburg, VA

I was supposed to leave my home town at 7 AM, only to find that me flight was delayed twice and then cancelled. I was taken by taxi to an airport 115 miles away, where that flight was delayed 2 hours, plus they were telling me that I would have to say in Dallas for a full day, because they did not have another flight leaving for Anchorage. My trip planner found a flight on the AA website with a layover of 1 1/2 hour delay. The AA people could not find it on their own website. Then, on top of that, they did not forward my luggage on to Anchorage. It stayed in Dallas until the next evening.

11 years ago

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Grace Richardson, TX

I have flown American for years. Every summer I go to Costa Rica and it is (was) my favorite airline.. However, it seems that in the past years they are charging more and more for less service.. This summer I paid double for the trip, and even when I try to change seats , there was a charge of $40 and $50! . Makes me wonder if I'll continue using their services.

11 years ago

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Billy E Saint Louis, MO

I am a very frequent traveler on AA and I must tell you that I have seen the service and attitude go from ok to arrogant to blasé again. The merger has reduced service to a level that should be an embarrassment to the executives. The flight attendants act like "You owe them" something. I get treated like a 'run of the mill' passenger yet they 'tell' me I am one of their most valued flyers. Really sad....

11 years ago

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Ivan Pinto Houston, TX

I made some reasonable flights with AA, their mileage program is good and functions, although expensive to add miles. Already used all my miles to book a complete flying from Peoria, IL to Miami and back, and paying hotel, rental car and flight with miles. Then I moved to Houston, and when I want to go to Miami to see my brother and his family I go by car ... Domestic flights are usually well served. Last time I flew internationally with them was to São Paulo, Brazil. No complaints.

11 years ago

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Aaliyah Fuller Tallahassee, FL

American Airlines is a great airline company when it comes to travelling. However, I have had a few issues with some of the staff. Some did not treat us with respect and were not as understanding when we had an issue. That does not apply to all of the staff, just the ones I have come in contact with.

5 years ago

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Caloway Salt Lake City, UT

I have not flown with American Airlines many times but each time I do I am not impressed and regret it. The staff are very cold, not very respectful, and not very helpful. They do have a lot of flights to many places in the US and abroad but there are better options.

5 years ago

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Anita Long Beach, MS

American airlines is ok. If you have a disability be sure to call ahead and make a plan - ESPECIALLY if you have a layover. Regardless of your disability, be prepared for a wheelchair ride. American Airlines does not care if your disability does not require a wheelchair.

6 years ago

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Diane Lawson Brooklyn, NY

They over booked people and when tour flight is canceled they don't care what your circumstances are I've list pat I can't afford I was in trouble with my job almost got 5 days suspension they should try to have a little consideration then they rebook you to places you can get home from it's too much

8 years ago

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Denise Spicewood, TX

Barely adequate but customer service at the gate and on the flights is sorely lacking; they don't project an image of truly caring about their customers. They all seem like they hate their jobs and they take it out on the passengers.

8 years ago

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Hyrum Sandy, UT

Long flights are quite uncomfortable. I find it nearly impossible to find a comfortable position to fall asleep on their normal sized jets. The little plane that took me on the last leg of my flight was actually much more comfortable than the big jet.

8 years ago

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Bunny Port Saint Lucie, FL

Flight was cancelled on July 23rd at PBI. I was so sick at the news. Then, AA decided to let those going to DFW direct could go at 4:30. They graciously put on another flight for the one that was cancelled. I recovered. Jackie, a flight attendant was so sweet and helpful. Kudos to Jackie on that flight on July 23rd from PBI to DFW.

11 years ago

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Robert Milk Waterbury Center, VT

My current gripe is that even though there is only one reward program, you must book AA flights through AA and USAirways flights through USairways, otherwise you are not automatically upgraded based on your status and you miss status upgrades.

11 years ago

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Donna Patterson Troy, OH

2 years ago, I would have rated AA a 9. Following the merger with US Airways, it has dropped to a 6...at best. Were I not a million-miler, I would sample other airlines to gain back the customer service I have lost - but they have me and I must just suffer the consequences.

11 years ago

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John Canon City, CO

AA merged with UsAir . and USAir is not the friendliest Airline . the flight attendants are rude and do not seem happy . this is true on my last two flights to CLT . However AA always has wonderful flight attendants . and even seem to be nice and respectful even with a full flight

11 years ago

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Mariana Linares , NC

After flying on American multiple times, I am not pleased with all their services. While they do fly to many destinations in the U.S., I find that whenever there are flight cancellations or delays, their customer service is slightly difficult to work with. Additionally, there in flight services such as beverages are average compared to other competitors.

6 years ago

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Chloe Adams Morgan, UT

American Airlines seriously needs a system update. On my last flight to the Dominican Republic it was clear the aircraft was old. We were on the ground an hour longer because of technical issues, the seats were dirty and falling apart, and several members of my party had luggage lost. Overall I was not very impressed. Customer service was of little to no help. While delta has there opening training on a screen and a tv on every flight American Airlines isn’t nearly on the same standard. No tv. No WiFi. Disgusting seats.

7 years ago

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Whitney Stanko Smithfield, UT

Wasn’t a bad airline to fly with. First take off we were board for an hour due to different mechanical issues trying to launch. Always slow to depart and then always was worried about if I was going to make it to my next connection. Also had no checked bags free. Every single one cost which was hard especially when flying to destination on all American Airlines and when I fly home will also be American Airlines! For what I paid for flights I feel like there should be at least one checked bag included. The flight attendants were nice and were good to help.

7 years ago

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Fernando Delgado Tempe, AZ

Used to used American Airlines every time i fly to Mexico but have stop using after i was late for about 10 minutes to check in and didn't allow us to check after many years not having any problems with it. They told us we had to wait to see if they have a flight available for us the next day or we could fly to the boarder and walk in to the united states. Terrible service and now a lot cheaper flights with competitive airlines now.

7 years ago

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Gianna Valente Gilbert, AZ

On a trip to see family over Thanksgiving, I was booked for a 5:30 am flight to Charlotte, North Carolina. We got to the airport early-at around 4:00- and saw that the American Airlines ticketing and baggage check was not open but other airlines were. American Airlines opened at 5 and the line was already busy which made waiting in line and waiting in security and going to my gate to get on the flight a close call.

7 years ago

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Mirna Hanna Tallahassee, FL

The trip was okay but they changed one of the connections and that caused a lot of anxiety especially because they rescheduled me for an earlier flight. The issue was fixed at the counter.

6 years ago

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Shari Evers Lehi, UT

I’ve only flown American Airlines once, but the experience wasn’t great. There was an hour delay on an already late night flight, with no explanation! And the cabin wasn’t in very good condition.

8 years ago

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Sue Justice

Our flight from Miami to London Heathrow was full but the service in Business class was good and efficient however the cabin was relatively new but could have been cleaner. I can supply a photo?

9 years ago

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Julie Firkins 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,

9 years ago

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Bennett Robinson Riverton, UT

American Airlines has not been the most reliable airline when I have flown. I have had several flights canceled or delayed. They have some great prices on flights, but I will always book travel insurance when flying American Airlines just in case the flight is delayed or canceled.

6 years ago

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Denise Riggs Midvale, UT

I recently flew with American Airlines for the first time in many years. The seats were fairly small which is fine for me however slightly uncomfortable for my husband. It was an average experience and overall I would probably fly again if I found a really good deal.

6 years ago

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Michelle Schow Saratoga Springs, UT

Whenever I fly American Airlines, I'm always a little concerned about the reliability of my flight. I've had more than one flight cancelled with American. So while the price may be cheaper, if you have an important meeting or urgent matter to get to, I would consider another airline.

6 years ago

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Seth Managua, MN

I recently Took a flight from Salt Lake City to Nicaragua in the flight inside the United States was in my opinion overcrowded and not enough leg room on the plane. However my flight to Nicaragua was wonderful I had enough leg room and it wasn’t overcrowded on the plane.

6 years ago

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Madison Kneiss Long Beach, MS

i flew to amsterdam and even though the staff was decent the plane was needing to retire. it did not have tvs and it still had ashtrays in the arms of the chairs. it was a very long 12 hours. there was also no where to charge anything. so we couldnt even watch our phones. these are things it should tell you when you book the flight.

6 years ago

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Cathy Sewall Potts Camp, MS

Great prices on tickets! A lot of destinations! I flew with them back to Michigan and we got delayed in Ohio for over 8 hours with a new born that was still breastfeeding! I kept trying to find places to hide from public! I wish they could have covered us a hotel room like some companies do, when they know it will be over a 5 hour wait!

6 years ago

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Trina Smith Payson, UT

The airline has decent prices for decent cross country travel. Seats are bit uncomfortable and the stuffiness of flight crew attempting to be professional just seems cold and lacking. Crew should get over themselves and relax. I bet they would prefer it too.

6 years ago

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Tom Gourley Pleasant Grove, UT

When I flew with American I found theri services to be fairly typical of other large airlines. With that said, they were friendly and got me to my destinations on time. Their pricing is competitive and they offer a good selection of flights.

6 years ago

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Jon Robinson Riverton, UT

Just like most of the big boys, there is nothing really special about the experience here. They'll get you from point A to B, but there is nothing that really makes your experience stand out. I'm fine flying with them, but not looking at them first.

6 years ago

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Kathryn Robinson Riverton, UT

I have flown on American Airlines multiple times and I can usually count on the flight being delayed, or even canceled, when flying on American. The fares may be cheaper, but I know I have to make accommodations for possible delays when flying on American.

6 years ago

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Garrett Mingus Provo, UT

As far as traveling goes, American is your typical airline, most of the planes are older (some are newer), the experience is always neutral, not really that great, not really that bad. One thing that is great is that American flys almost anywhere in the United States and they usually have one of the cheapest options.

7 years ago

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Breanne Stanko Logan, UT

Not a horrible flight. The planes however were always late and always had maintenance errors. The plane was clean and kept nice. But tickets didn’t include any free checked bags and the flight attendants weren’t always the nicest.

7 years ago

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Alyssa skinner Gilbert, AZ

I just flew with American 2 weeks ago and was flying over night. I was expecting to get a small blanket and pillow and didn’t which was disappointing but other than that the flight was great and the flight attendant were very helpful.

7 years ago

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rcurtis Pleasant Grove, UT

I went on this airline on a trip to the netherlands, and it was a very long and cramped flight. My Tv on the seat was broken the whole time which was very disappointing because I wanted to watch a movie. I'm a very small person and so i wonder how cramped bigger people would've felt. Other than that, it was a great flight.

7 years ago

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ally blackhurst Pleasant Grove, UT

American Airlines is affordable and good for last minute flights, but I wouldn’t make it my first choice for flights. It doesn’t have a lot of the amenities that some of the other airlines do. Overall though I wasn’t too disappointed.

7 years ago

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Dylan Curtis Pleasant Grove, UT

Flew on this airline a few times. Once was a trip to England with my 2 kids, ages 5 and 2. During the long leg from Atlanta to London my 2 year old began to get fussy and could not be consoled. The airline staff acted very annoyed with me, but I was trying everything. Other than that trip, my experiences have been good with AA.

7 years ago

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