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

3.3

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897 Reviews

Review Breakdown

5 grade

29%

4 grade

25%

3 grade

16%

2 grade

1 grade

22%

Sentiment Criteria

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carole abel Palm Coast, FL

My 85 year old mom joined us to go to from Florida to California last January. We have a new grandchild and we were going out for a week but were concerned about the flights. American had great direct flights at a very reasonable cost and schedule. Both airports were big and busy but we checked in at AA counter and they immediately got wheelchair assistance for Mom and escorted her to the gate. Red carpet service, she was able to board and exit early They treated her like a queen and made her as comfortable as can be. We were so impressed , we had time to settle on plane and felt welcome and respected, going and returning. The airports were very helpful as well but AA earned my loyalty. My husband and I just booked another flight for the fall.

5 years ago

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RR Gold Canyon, AZ

I have flown with American Airlines for many years and they have been a great company. The company has gone through many transitions and found a way to get better. I hope they do not make the seats smaller and put more seats on the plane while limiting the number of bathrooms. While I understand they need to make money, studies show the more you pack people in the more anxious and aggressive they can become. Tight quarters will increase the risk of problems for everyone. With infectious disease become more of an issue close quarters will add to the problem of safety. But, thank you to the airline. The people work hard and they take pride in what they do most of the time. None of us are perfect.

6 years ago

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shamika Washington, DC

On my birthday 7-27, it was my first time flying ever. I flew out or Raegan to MIA using American Airlines. The flight attendants were respectful. It was a peaceful ride with no turbulence. I was nervous yet the pilot handled that plane very well. The landing was scary and once I got off I had no complaints. On 7-31 leaving MIA to Raegan, I had a smooth, wonderful ride. I wasn't as nervous. The pilot was clear on announcements and again, the flight attendants were respectful. They gave us pretzels and we had the option to choose from juice or soda. I was extremely happy knowing it was my 2nd time flying, but officially my first time on a plane period. I was able to thank the pilot while getting off of the plane and thanking him for keeping me & the other passengers safe. I will ride American again. Thanks again American Airlines!!!

8 years ago

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CJ Fort Dodge, IA

I fly AA whenever I can & am pleased with the customer service experience (for the most part). I find them to be helpful in changing flights or rebooking flights. They are not perfect but neither are any of the other carriers. Whenever airlines merge, there's always glitches that they have to work out. Remember Delta & Northwest. That was not fun either. It is 'work' to fly now days. The airlines are overbooked & yes, I agree too, overcharging for services. It sucks! BUT, I still prefer to fly AA. Until recently, I always got a fair trade for my advantage miles for a ticket. When recently traveling to SFO, I felt we got gouged! I've been upgraded, at no charge, to first class a few times b/c of being a Gold AAdvantage/Million Mile member. I have not witnessed the poor customer service experiences that others have mentioned & I don't think they're exclusive to AA either. If your flight is delayed, they'll give you food vouchers, depending on the circumstances, but they don't owe you a steak dinner or a hotel room at the Marriott or Hilton either.

11 years ago

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Mary Lou Tui Mesa, AZ

Great experience. We have a child that is autistic and they did all they could to help us out. We were surprised they let us boward early as we had a hard experience with our little one, waiting to board the first time. When we were landing the pressure was to hard on his ears and he was in pain and one of the stewardess came and put warmed napkins in 2 cups and it relieved his ears as he put them over them. I thought it was genius. Everyone sought our comfort and although, I had some strange requests for him. Everyone was kind and willing.

6 years ago

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Aaron Paxman Lehi, UT

I am a member of American Airlines because I feel you get the best service for the best price. Other airlines are way too expensive. I have enjoyed being a member for several years now. If I have trouble with any flight I can call customer service and I am always happy at the end of the phone call. They bend over backwards to make it right and I love that about them.

7 years ago

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TL from PA Red Lion, PA

On Dec 22nd 2018 - My wife and were headed to the Key's in FL. We landed in Charlotte airport and soon found that our flight to Key West was delayed. This happened several times until that particular plane had to be sent to the hanger for repairs/service. Therefore AA had to find another plane to cover that flight. The others waiting were very upset and some even angry. Customer service agent, Robert W was so professional, kind, and courteous to the people. In my opinion he should training customer service agents.

7 years ago

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Steve Fels Hayden, ID

American Airlines has always held a special place in my heart. After finishing tech school in 1968 at Chanute AFB, IL I received orders for Clark AB in the Philippines. It was December 23rd, in a blizzard, that I arrived at O'Hare Airport trying to get back to San Francisco on Military Stand-by. Not only did American hold the flight for me, they put me in 1st Class and gave me a bottle of champagne. It was one of the last flights out and, for one 18 year old Airman, an experience I will never forget.

11 years ago

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jane ellifrits Arlington, TX

I flew to kci paid 396 for round trip first class, good price, I called to see if I could leave a day early and was told it would cost 596 for a one way ticket, I declined but got to the airport early the day of the flight and ask if I could fly standby and was told no they did not look to see if there were seats available, about 3 weeks later I got a credit for my original ticket, also received a letter saying they were sorry I always fly American and because they do things like this I always will

11 years ago

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Tina Decatur, TX

My son had open heart surgery in Rochester, MN in June 2014. As we were waiting to load the plane, the captain came out from the plane, to the waiting area and asked if we were the ones that had a person that just had open heart surgery. He then introduced himself then started to tell us how the ride would be and that we may have some turbulence. We were very impressed. I wished I had got his name. Besides that episode, we have flown quite a bit and always fly American and we have never encountered a problem with any of the staff members.

11 years ago

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Mark Los Angeles, CA

I love American Airlines. Truly a hallmark of the legacy carriers, American has always had a superior product amongst the three big legacy carriers. The carrier went through a terrible time after 9/11 and most definitely lost its edge. However, with the merge with US Airways, American is now the largest airline in the world and is in the process of restoring its legacy as the BEST airline in the world. Inspired by their past but driven by the future, this is the NEW AMERICAN!

11 years ago

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DealStar South Jordan, UT

American Airlines is the one you want when you have a distance to cover! They are perhaps the most professional, well-oiled airlines on the planet, and they cover an incredible area of the domestic and international travel market.

5 years ago

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Makayla Holland Gaithersburg, MD

I give American Airlines a 5 star rating because the prices are decent. The flights and service are always great. When searching for flights, their tickets are always competitive. I trust to airlines to get me to my destination safety and like the process of there system.

5 years ago

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Gene Glencoe, IL

Before the lock down I'd traveled a lot (30 to 35 weeks a year) and had developed preference toward AA. In my experience it adheres to schedule as much as possible , provides respectful service, the crews are friendly and professional. I used to like United or Delta more, but in the last three or four years AA proved to me as most improved.

6 years ago

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Darryl Sr. Fritz Fountain Hill, PA

I flew to Hawaii on American and have to say from check in to boarding, on the Flight with the Flight Attendants, and then back home on American told me a lot so it was not an anomaly, Great Airline because of the Great People

6 years ago

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Cade Boudreaux Irving, TX

I flew from Ohio to Louisiana on an American Airlines flight and was very pleased with my flight. The crew was very welcoming and I was very comfortable the entire time. I would pick American Airlines as my go to for flying anywhere.

6 years ago

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Maria Tallahassee, FL

My favorite airline to travel with! Always very helpful and responsive with anything I need. Flights are almost always on time and the staff is very friendly. Love traveling with with them because there are never any problems.

6 years ago

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Jay Cole

Flight attendant: I just have to say I fly a lot and the customer service with their flight attendant is Absolutely Amazing I know we all have choices to fly with who we like but hands down their customer service is Wonderful! Won't travel with anyone else

6 years ago

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Em P

American Airlines has excellent service. Flight Attendants are very nice and knowledgeable although a lot of gate employees are rude and arrogant, I still like American Airlines because of the flight attendant's good service on air.

7 years ago

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Teri Hatch

i am a frequent flier and take advantage of my miles for reward travel. They make it easy to fly on miles and have upgraded their lounges. I fly with them exclusively because they are on time and demonstrate good customer service.

7 years ago

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Anony Mous

Ground service personnel at the airport were fantastic checking bags, checking in and providing boarding pass. I have leg problems and they helped PMP onto the plane first. And they got me where I intended to go. The web site was very easy and helpful..

8 years ago

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Anne Kimball Salt Lake City, UT

We flew on American Airlines when we were going to Europe and we flew with our child and they were so accommodating for such a long flight with a small child. They checked in on us to make sure we had everything we needed and were very comforting when our child was having a hard time.

8 years ago

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Carrie Torres Tulsa, OK

They did a great job with both hospitality and on time arrivals and departures! Travel from Middle USA to Hawaii, perfect. On the way home I took different airlines, not so hot, not at ALL. Service and timelines ranks #1 and I travel a LOT! Fly American Airlines!

8 years ago

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Cher Leesburg, VA

The customer service at American Airline is one to the best. Of any airline I have had to deal with for customer service, American Airline is the best by far. On two separate occasions, we got friendly customer service representatives and they were able to solve my problem with out any conflict. Thank you American Airline for making flying easier.

8 years ago

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Benjamin Lopez Arlington, TX

In as much as possible, I, always, use American Airlines. I have been flying on it for more than 40 years, nationally and internationally. I am proud of this airline, even, when it went trough difficult times. VIVA AMERICANA!

11 years ago

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Jane Sullivan Hamden, CT

A few years ago I took a flight to Cancun. The flight was so smooth that I didn't realize we were on the ground until we were rolling past the buildings. The return trip, a week later, was just as smooth. It was a good pilot that knew what he was doing to land that smoothly.

11 years ago

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Ron Hussey Los Angeles, CA

I've flown American since 1984. I'm almost at the 2 Million mile mark. It's simply the best airline I've ever flown, and I've flown them all at one time or another. Professionalism, customer service, going the extra mile. There's none better than AA.

11 years ago

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Steve Rubery Aliso Viejo, CA

Love American, I fly 2x month or more and sure have had hickups here and there but thats to be expected with complex schedules, equipment and weather. I'm not sure why they don't get better reviews but I suspect its from less seasoned travelers. Travel takes time, patience, experience and common sense. American keep up the good work!

11 years ago

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VILMA NOEMI GALLARDO El Paso, TX

WONDERFUL EXPERIENCE WITH AMERICAN AIRLINES, WENT TO PUERTO RICO TO VISIT MY FAMILY, NICE FLIGHT, NICE AND POLITE CREW, ONLY THING THAT YOU HAVE TO PAY EXTRA FOR LUGGAGE, OTHER THAN THAT, WONDERFUL, HOPE YOU HAVE BETTER DEALS AND PACKAGES FOR PUERTO RICO

11 years ago

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DENNIS P BONOLA Palm Desert, CA

I RECENTLY FLEW AA109 LHRLAX ON THEIR NEW 777-300'S. I WAS IN BUSINESS CLASS AND THE LIE-FLAT SEATS WERE THE BEST OF ANY AIRLINE THAT I HAVE FLOWN IN THE LAST YEAR. THEIR SERVICE ALSO WAS SUPERIOR. I HAD A FILET FOR LUNCH THAT WAS JUST AS GOOD AS DINING AT ANY EXPENSIVE STEAK HOUSE. KEEP UP THE EXCELLENT WORK

11 years ago

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Megan A McEvoy Tallahassee, FL

I had a great experience with American Airlines. They were very accomodating, since I was traveling with people who flew in a different class than I did. Regardless of my boarding group they allowed me to board with those I was traveling with so that we could stay together. The service on the airline was also fantastic. The flight attendants were very attentive to passengers' needs for the entirety of the ten hour flight.

6 years ago Edited September 14, 2021

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ave Pleasant Grove, UT

My experience with American Airlines has been rather positive. They have comfy seats and nice flight attendants. I didn't particularly like their snacks but who has good snacks these days, not many airlines do. The flight I was on wasn't booked so I was able to lay down on the whole row of seats for my red eye, which was awesome! I actually got some sleep!

7 years ago

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Anonymous

we have only hopper flights with AA from our airport, very small planes. we can get to philadelphia but by the time you get everything settled its time to get off. very nice crew the only problem I ever had was when there lock had an issue with baggage area so we had to run to the other end of the terminal to get to our connection flight but AA made it up to us with a free lunch on them. thank you.

7 years ago

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kristin Gneiting Pleasant Grove, UT

I have flown many times on American Airlines. They are an elite airline domestically and internationally. They have better customer service than other airlines, their planes are more modern, they have more room for customers. I have never had a problem with anything flying with American Airlines. I know I am in good hands and trust them, that they will get me to my destination in comfort every time.

7 years ago

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Aiga Orem, UT

i travel a lot for work and majority of my bookings is through AA because i love the way they treat me. they are pricey sometimes, but they have good customer relations. there is leg room for me to stretch. only lost my baggage once but communicated with me until my bags were delivered to my hotel. i had a connecting flight cancel and they put me in a hotel for the night.

8 years ago

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Nashali Vescovacci Fort White, FL

American Airlines is one of the safest and most secure airlines I have used. They offer affordable prices and are very clean. They also have great customer service compared to their competitors.

4 years ago

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Elisabeth Kinghorn Bangkok, 10

I recently flew internationally with American Airlines and was impressed by the whole experience. The staff was very kind and helpful and the plane was very clean and comfortable. Definitely an enjoyable flight!

5 years ago

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jscharm7 Cherry Hill, NJ

American Airlines has been able to offer me cheap and reliable flights throughout the pandemic. Although some of the flight times have changed, they are more than willing to make free adjustments to my trips.

5 years ago

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Ladyjojo

My experience with American Airlines is awesome. They are the best airline to travel, they travel to many destinations and the flight attendant are very friendly people. I like that they don't charge for your carry-on.

6 years ago

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Keron Grey Tallahassee, FL

he plane was very clean, the seat comfortable, the flight team seemed happier than other flights and everything went smoothly from gate to gate. Pleased I can give them a good review.

6 years ago

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Sarah Mercival Tallahassee, FL

Every time I travel to New York I travel through this company the BEST airline to travel with. They have the most comfortable seats and the best snacks when it comes to that time.

6 years ago

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Jennifer Donnelly Tallahassee, FL

I like using this airline because the staff are always so polite and friendly. Whenever I had a question/problem customer service was ready to help right away. Also the food on the plane is very good.

6 years ago

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Maria Delaney Naples, FL

We have been taking AA for over 33 yrs to Aruba and they were great. Now, we take them to Europe and they offer great service. The only improvement would be to offer super savers earlier.

6 years ago

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gayana innocent Deerfield Beach, FL

I've flown with American Airlines once my entire life and it was a great experience. Aside from being young and wanting to be in the air I was very comfortable and I arrived safe with no complications.

6 years ago

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Melvin & Valli Saucer

The experience was good, but the seats are built for small children...at the time I needed a bigger seat belt but was too embarrased to ask so I flew without mine buckled. I've since lost 260 lbs and the seat belts fit now.

7 years ago

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Cheryl Lambdin 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.

9 years ago

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Isaac Obeng

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.

9 years ago

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Gianni Portland, OR

I always travel using American Airlines. I travel every 3 or 4 years to Sao Paulo, Brazil. American Airlines is my favorite. Also I visited my friend frequently in Dallas Texas. Keep up with good work.

11 years ago

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Hershel Strickland San Antonio, TX

I have never been disappointed with anything about American Airlines. It is always my first choice when I fly. I've always had good service on the ground and in the air. Flying American is always a pleasant experience.

11 years ago

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Jaiden Barney Seattle, WA

I travel with American Airlines and have a mileage credit card with them now. It has been a positive experience. They have the quickest and most knowledgeable customer service I’ve ever worked with. They have great benefits as well.

6 years ago