While United Airlines shows slightly better on-time performance and customer satisfaction in some areas, both airlines have significant drawbacks. American Airlines struggles with baggage handling and customer service consistency, while United faces challenges with economy seating comfort and customer service response times. The best choice depends on individual priorities, such as route availability, price, and preferred amenities.
| Attribute | United Airlines | American Airlines |
|---|---|---|
| On-Time Arrival Performance | Approximately 80.93% on-time arrivals (Cirium, 2024). 68% on-time for specific flight (UA 1). Best first-quarter on-time arrival and departure rates since 2021. | Very Poor (68% in 2024). June 2024 on-time percentage: 71.6%. Improved on-time performance by 15% during the 2023 winter holiday travel period. |
| Baggage Handling Reliability | Mixed reviews. Ranked 7th worst carrier for lost baggage out of 16 U.S.-based airlines (2020 report). | Improved by 29% in Q1 2025 but ranked worst in the US. December 2024 mishandling rate: 0.83 bags per 100 passengers. |
| Customer Service Responsiveness | Average customer service response time in 2025 reported as high as 72 hours. Support via phone, social media, and live chat. Using AI to automate certain requests. | Mixed reviews, with mentions of rude and unhelpful customer service agents, as well as praise for agents going "above and beyond". |
| Seat Comfort and Legroom | Economy seating can feel cramped (seat pitch around 30.3 inches on some aircraft). Economy Plus offers more legroom. Premium Plus seats receive high ratings. Some customers found first-class seats old and uncomfortable. | Generally comfortable seats with adequate legroom. Economy Class: 31-32 inches seat pitch, 16-18 inches seat width. Main Cabin Extra: 35-37 inches seat pitch. Flagship Business: 58-60 inches seat pitch, 20-22 inches seat width. Some reviews mention narrow seats, especially in B777 configuration. |
| In-Flight Entertainment Options | Most aircraft have modernized cabins with in-flight entertainment screens and Wi-Fi. Good selection of movies and features like Bluetooth connectivity and flight maps. Highest customer satisfaction scores for in-flight entertainment in Q1 2025. | Free in-flight entertainment (movies, TV shows, music) on most flights. Streaming to personal devices or seatback screens available. Bang & Olufsen headsets for First and Business class on select flights. Live TV on select U.S. flights. |
| Food and Beverage Quality | Complimentary snacks and non-alcoholic drinks on domestic flights. Light meals and non-alcoholic beverages on long-haul flights. Wider selection for business and premium class. Reintroduced Daelmans Stroopwafels for domestic snacks and revamped meal service to long-haul Hawaii flights. | Varies by cabin class and flight length. Main Cabin: Complimentary beverages, snacks for purchase. Premium Economy: Complimentary alcoholic beverages, substantial snacks/light meals. First/Business Class: Multi-course meals with premium wines and spirits. |
| Cabin Cleanliness and Maintenance | Most aircraft feature modernized cabins, but some reviews note older, less comfortable planes. Some reviews highlight clean aircraft, while others mention dated interiors. | Strict quality control measures, real-time monitoring, and enhanced cleaning protocols. Planes cleaned before every flight with deeper cleaning nightly. Some reviews mention dirty cabins with leftover trash. |
| Check-In and Boarding Efficiency | Digital check-in is increasingly popular, with a record high of 85% in Q1 2025. Typically uses a group boarding system. Starting June 3, 2025, United requires domestic passengers without checked bags to check in at least 45 minutes before departure. | First-class and Flagship customers board in Group 1. Boarding times adjusted to 35-40 minutes depending on aircraft. |
| Frequent Flyer Program Benefits (MileagePlus/AAdvantage) | MileagePlus program allows members to accrue points/miles for free award flights, upgrades, hotel bookings, and car rentals. Easy to earn points, especially for frequent United flyers. Wide array of redemption options, including travel on Star Alliance airlines. No surcharge for fuel. | AAdvantage program allows earning miles and Loyalty Points. Elite status members receive perks like free checked bags and priority check-in. |
| Change and Cancellation Flexibility | All tickets can be canceled for a full refund within 24 hours of purchase if the purchase is at least a week before departure. No change fees on most domestic flights (excluding Basic Economy). Basic Economy tickets have more restrictions. Travel waivers during significant disruptions. | 24-hour refund policy for direct bookings made at least 2 days before departure. Non-refundable tickets can be changed/canceled for travel credit. Basic economy fares are generally non-refundable/non-changeable but can be canceled for a fee. |
| Route Network and Destinations | Comprehensive global route network, serving 221 domestic and 149 international destinations in 77 countries as of June 2025. U.S. hubs in Chicago, Denver, Houston, Los Angeles, New York/Newark, San Francisco, and Washington, D.C. | Flies to nearly 1,100 destinations worldwide, with a strong presence in North America and international routes. |
| Overall Value for Price | Some reviews suggest United offers good value for money, especially for frequent flyers or those seeking comfort on longer flights. Generally considered a reliable full-service airline. | Mixed reviews, with some customers feeling the airline is not worth the price, while others praise comfortable cabins and in-flight entertainment. |