American Airlines is one of the biggest and oldest airlines in the world, and also one of the most poorly rated by users. They have five major centers; Dallas/Fort Worth, Chicago, Miami, St. Louis, and San Jaun and flights available to cities across the globe. In the last decade American Airlines has earned a negative public view. Three new hubs that opened in the 1990's, were closed by the end of the decade, with even more sold to Reno Air and Midway Airlines.

Those who have flown the airline before and after September 11, 2001 have noticed a strong change in the way the company operates. To save money, the company eliminated three-class service on international flights, and cutting back on its luxurious coach seating system. The changes have not set well with passengers, and many are beginning to switch to other airlines. American Airlines owned the two hijacked plans that attacked the Pentagon and World Trade Center.

Company Specifics.
Center of operation: 5 hubs in Dallas/Fort Worth, Chicago, Miami, St. Louis, and San Jaun.

International Flights: discontinued several of their international flights after 9/11. Some were added back into the itinerary in 2005, only to be discounted again the following year. Some of their international destinations include Delhi, Shanghai, and Columbia (beginning December 13). Starting later this year American Airlines will also offer trips to London and the West Indies from New York; and
Miami to Columbia.

First Class Service: only available on certain flights.

Average Life of Plane: 14.4 years.

Frequent Flyer Program: Aadvantage; Gold, Platinum, and Executive Platinum levels.

Since September 11, American Airlines has seen at least five major problems on their planes, which doesn't help in the public's perception. Seventeen people were injured in 1004 when a flight crash landed in San Jaun, and a few months later another plane crashed in Missouri, killing almost everyone aboard.

There are a number of reasons for American Airlines poor rating with customers, and a recent poll listed the recommendation rate by flyers at a very low 27%. One of the major complaints by repeat passengers, is the lack of customer service. Many complain that they have a hard time finding somewhere to submit their questions. Another repeated complaint is that customers have a difficult time using their frequent flyer miles, some being told to book their flights eight months in advance, and even then they would only be able to reserve a midnight flight.

There have also been accusations of theft by employees, and a high level of lost luggage. Many reviewers also complain about an abundance of delayed flights caused by mechanical difficulties, some flights being postponed hours or even overnight. There are also issues recorded of problems with rude and unfriendly flight attendants in different cities.

Overall American Airlines ranks low on user reviews, from first time customer to repeat customers, all the way through to members of their frequent flyers program. Sales have dropped for the company since 9/11 and while slowly rising, are still not to that original level. The general consensus seems to be that there are better airlines to chose, and look for other options first.

Learn more about this author, Jennifer Eblin.
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