American Airlines Review

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American Airlines
1.5 stars
Average rating for this product is: 1.5 out of 5

From 7 ratings and 186 reviews

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Guest's Review of American Airlines

3rd Jun 2009

Overall Rating

4 stars
  • Value for money
    4.5 stars
  • Flight From - To
    US to UK
  • Flight on time?
    2.5 stars
  • Comfort on flight
    2.5 stars
  • Flight Date
    June 2009
  • Ticket class
    Business
  • Customer service
    5 stars
  • Quality of food
    3.5 stars
Good Points

Service, service, service. And with a smile. At no point was I made to feel like I had inconvenienced them, which emphatically, I had. The staff on board the long-haul business class cabin were great, much better than I expected. The food was also pretty good - again, much better than I was expecting.


Bad Points

The long-haul business class seat - terrible.


General Comments

Great service from American Airlines - it's changed my view on them completely. I was due to fly RDU to BOS on the 1st June to connect with a BA flight to LHR. I had flown down to RDU on AA from BOS the day before. Anyway, I was in the Admiral's Club and did not keep an eye on the departures board, and got to the gate two minutes too late. Now, contracturally AA didn't owe me anything - all they had to do rebook me on another flight, say, the next one a day later (there was no way I was going to make my connection in BOS). But AA pulled out all the stops, and managed to get me on the direct RDU to LHR service which left an hour after my original flight. This was much more complex than you think, as it involved merging two separate bookings, one of which in fact was a Qantas Frequent Flyer redemption ticket, and not a BA ticket at all.

But they did it - in minutes the gate agent produced a boarding pass for me. Receiving it, and relising that it was an economy seat, I pointed out that my original ticket to LHR was in Business Class. I thought at this point I'm really pushing it here, I should just shut up and accept that I'm going home. However, the agent immediately apologised and said she didn't realise that, so re-issued a Business Class boarding pass.

I am flabbergasted at this. I mean, AA didn't owe me anything, aside from a rebooking to BOS on the next available flight. The service I got was just outstanding.

I don't know if this was just because I had a lucky experience, or because of my status? (OW Sapphire) Whatever, it was outstanding service.

They even took care of my bag, and had it couriered to my home in Cambridge (it made the original flight).

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