I’ve flown with American Airlines more times than I can count, domestically, internationally, in coach, and in business. After years of using the carrier across all service classes and routes, I’ve come to expect certain things: reliable hubs, a vast route network, and inconsistent service quality.
But with shifting industry standards, labor disruptions, and evolving passenger expectations, the real question is: Is American Airlines still a reliable option in 2025? I’ve broken down my findings based on the latest data, performance metrics, and first-hand experience.
What Is American Airlines Known For in 2025?
American Airlines operates as one of the three largest legacy carriers in the United States. As of Q2 2025:
- Fleet Size: 949 active aircraft, making it the largest fleet globally.
- Hubs: Major operations run through Dallas/Fort Worth (DFW), Charlotte (CLT), Miami (MIA), and Chicago O’Hare (ORD).
- Destinations: Over 350 global destinations across 60+ countries.
- Alliance Membership: Founding member of the Oneworld Alliance, providing codeshare access with airlines like British Airways and Qatar Airways.
Its dominant presence in both domestic and transcontinental routes has helped it maintain relevance, especially for frequent flyers and corporate travelers. The fleet consists largely of Airbus A320 family, Boeing 737-800s, 787 Dreamliners, and aging, but still operational, Boeing 777-200s.
How Reliable Is American Airlines According to Recent Data?
When I talk about reliability, I’m not just talking about planes leaving the gate, I’m looking at on-time performance, cancellation frequency, delay reasons, and hub congestion.
Performance Metrics (Q1 2025)
| Metric | American Airlines | Delta Air Lines | United Airlines | Southwest Airlines |
| On-Time Arrival Rate | 76.20% | 82.10% | 79.40% | 73.90% |
| Cancellation Rate | 3.10% | 1.90% | 2.60% | 3.50% |
| Average Delay Time | 58 minutes | 41 minutes | 46 minutes | 62 minutes |
American Airlines struggles with hub congestion at DFW and ORD, particularly during high-volume travel windows. Based on FAA data, over 65% of delays are weather or ATC-related, but roughly 28% stem from crew scheduling and aircraft readiness issues.
In my own experience, early morning flights tend to be more reliable. Late afternoon departures, especially from East Coast hubs, often suffer from rolling delays.
How Do Customers Rate American Airlines?
I’ve reviewed hundreds of customer complaints, feedback forums, and survey data. I’ve also sat next to enough passengers to hear the frustration firsthand. The sentiment is mixed, and the data backs that up.
Third-Party Ratings (as of May 2025)
- Skytrax: 3/5 Stars
- Trustpilot: 2.8/5 (from over 11,000 reviews)
- J.D. Power 2025 North America Airline Satisfaction Study: Rank #6 out of 9
Highs and Lows by Route
- Top-rated routes: JFK to LAX (Flagship First), MIA to EZE (Business Class), DFW to LHR
- Lowest-rated routes: ORD to PHX (Economy), LAX to DFW (High delay frequency)
Passengers frequently cite inconsistency across crews, dated interiors on older 737s, and poor customer service at check-in counters. However, premium cabin passengers on international routes generally report above-average experiences.
How Comfortable Are American Airlines Flights?
Seat comfort depends entirely on aircraft and class. American has yet to fully standardize its cabin experience across fleet types, which leads to notable disparities.
Cabin Configuration and Comfort Overview
| Class | Seat Pitch | Seat Width | IFE Screen | Wi-Fi Access | Power Outlets |
| Economy | 31 inches | 17 inches | Limited | Paid | No |
| Premium Econ | 38 inches | 18.5 inches | Full | Free | Yes |
| Business | 60 inches | 20.5 inches | Full | Free | Yes |
I personally find the Main Cabin Extra worthwhile on longer domestic flights. You get more legroom and priority boarding without the premium cost of business class. However, in regular economy, 17-inch seat width on many older 737s feels tight, especially for cross-country trips.
The newer A321XLR and Boeing 787 Dreamliners offer a significantly improved experience, with quieter cabins and better air quality.
Is American Airlines Safe to Fly?
Safety isn’t negotiable. American Airlines continues to pass all FAA safety audits and maintains an excellent safety record. Notable details:
- No major fatal accidents in the past two decades.
- Regular compliance with FAA Airworthiness Directives.
- Aircraft maintenance outsourced to both in-house and third-party MRO facilities.
- Participation in the IATA Operational Safety Audit (IOSA).
American’s safety record ranks in the top tier among North American carriers. According to AirlineRatings.com, American scores 7/7 for safety protocols and compliance.
How Good Is American Airlines’ Customer Service?
This is where American has struggled consistently. Response times via phone support often exceed 45 minutes during disruptions. Chatbots on the app are functional but limited in scope.
Key Customer Service Metrics (2025)
- Average Hold Time (Phone): 48 minutes
- Twitter/X Response Time: 2–4 hours
- Complaint Resolution Rate: 67% within 72 hours (per DOT filings)
I’ve seen agents go above and beyond in crisis situations, but those are exceptions. At busy hubs, staff often appear stretched thin. In my opinion, American still lacks the proactive customer recovery systems that Delta and Alaska Airlines have mastered.
What Are the Baggage and Fee Policies?
American’s baggage policy hasn’t changed much, but the fees add up quickly for budget travelers.
Baggage Policy Highlights
- Carry-on Limit: 1 bag + 1 personal item (max 22 x 14 x 9 inches)
- Checked Bag Fees:
- $35 for first bag (domestic)
- $45 for second
- Oversize Fees: $150+ depending on dimensions
- Free Baggage Allowance: AAdvantage Gold+ status or co-branded credit card holders
Hidden fees to watch out for include seat selection on Basic Economy, change penalties, and same-day confirmed changes.
What Are the Pros and Cons of Flying with American Airlines in 2025?
Pros
- Massive route network covering North America and Latin America
- Solid international premium experience, especially on 777-300ER and 787-9
- AAdvantage loyalty perks, especially for frequent flyers
- Free same-day standby for elite members
Cons
- Inconsistent service quality, especially in economy
- Outdated aircraft interiors on many domestic narrow-bodies
- Higher change and cancellation fees compared to flexible fare competitors
- Busy hubs cause frequent delays at peak hours
Is American Airlines a Good Value for Money in 2025?
Value varies dramatically based on route, class, and time of booking. For business travelers using miles or corporate contracts, American offers great flexibility. For budget flyers, Basic Economy offers few frills and plenty of restrictions.
- Domestic Economy Roundtrip Avg (2025): $238
- Premium Economy JFK–LHR Avg: $1,120
- Business DFW–CDG Avg: $3,350
Redemptions using AAdvantage miles have become less predictable due to dynamic pricing. I still find great value during off-peak periods, particularly on Latin American routes.
Who Should Fly American Airlines, and Who Shouldn’t?
Best Fit
- Business travelers looking for hub-to-hub access
- Oneworld alliance loyalists with status
- Families who need a wide range of flight times and destinations
Not Ideal For
- Budget-conscious travelers who prioritize low fees and minimal restrictions
- Leisure flyers who want consistent customer experience
- Travelers connecting through weather-prone hubs like ORD or DFW
Is American Airlines Still Reliable?
Yes, American Airlines remains a reliable choice, but only within specific use cases. Its massive network, strong safety track record, and upgraded international cabins serve high-frequency travelers well.
But reliability isn’t just about planes taking off. It’s also about how you’re treated when things go wrong, and that’s where American still lags behind its top-tier competitors. In my expert opinion, it’s a carrier best suited for loyalty members, corporate flyers, and flexible travelers who can navigate the system.
If you’re a casual traveler seeking comfort, price transparency, and smooth service, you may find better consistency with Delta or Alaska.