Complaints

This profile includes complaints for American Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Airlines

  4333 Amon Carter Blvd Fort Worth, TX 76155-2605

• 

  American Airlines

  940 S Kimball Ave Ste 100 Southlake, TX 76092-9026

• 

  American Airlines

  5900 Messer Airport Hwy Birmingham, AL 35212-1057

• 

  American Airlines

  2900 Woodcock Blvd 222 Atlanta, GA 30341-4004

• 

  American Airlines

  [email protected] Jamestown, SC 29453

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  American Airlines failed to provide even the most basic level of service on both of my recent flights.I flew from ****************** (***) to *********** (ABQ) on Flight 6243 and returned from *********** to ******* on Flight 3239. On both flights, passengers in the main cabin were not offered any beverages or snacks. There was very little turbulence that lasted for less than 10 minutes of the flight. First Class passengers were served without issue. This clearly shows the flight crew could provide service but chose not to serve those of us in economy.If American Airlines wants to claim there wasnt enough time, then why werent snacks or drinks offered before takeoff or near the end of the flight? These were short flights, but thats no excuse. Basic courtesy and service shouldnt be optional based on where youre sitting.I paid for a ticket that included in-flight service, and I received none. The lack of communication, inconsistency, and disregard for economy passengers is unacceptable. American Airlines failed to meet the standards of customer service. Im requesting a formal compensation in the form of a partial refund.

  Business Response

  Date: 07/08/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from July 7, 2025. This is in response to your BBB Case: 23564098.

  From reading your correspondence, its clear that you didn't have the best time traveling with us on both the outbound and inbound flights. While I am sorry for the circumstances you experienced, I appreciate the opportunity to respond to your concerns.

  Please accept my sincere apology for not being able to serve you a beverage or snack during your flights. While we normally offer a wide assortment of beverages, flights AA6243 and AA3239 were short, so we were unable to start the drink service right away. In this case, we may not have the time needed to complete a beverage service. Still, I can completely understand your disappointment seeing the customers in First class getting served. 

  As a tangible apology, and in hopes of restoring your confidence in us, I've credited your AAdvantage account with ***** bonus miles. The adjustment should be reflected in your account shortly.

  I've also made arrangements for a $25.00 Trip Credit to be sent to **** via a separate email to use toward the purchase of a ticket for travel on American Airlines or American Eagle within one year from the date of issue, unless otherwise listed. While a Trip Credit is nontransferable and cannot be sold or bartered, it can be used to buy a ticket for anyone. It may also be helpful to know that although the Trip Credit must be applied toward a ticket prior to expiring, travel can extend past the expiration date. All applicable terms and conditions can be viewed by clicking here.

  We appreciate you for taking the time to share your feedback with us, ******** Your comments give us the opportunity to improve and we are grateful for the benefit of your perspective. As an AAdvantage member, your business means a great deal to us and we hope to welcome you on board an American flight soon.

  Customer Answer

  Date: 07/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:06/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spent over $700 on a round trip flight BOS to IND for my uncle's funeral. American Airlines delays my flight with no notice by more than 4 hours, making me miss the funeral. Their customer service said they do not reprotect passengers to other carriers to get them out on time unless the delay by American is 24hrs or more. That is a cruel and unacceptable practice. We are paying money for them to deliver us to a destination on time. American had no backup plan, no solution. Just have to wait. Their practices are negatively impacting lives. Not reprotecting passengers unless 24 hrs have passed is a clear money grab, a decision by corporate to save money at the expense if their customers' lives. This practice must end.

  Business Response

  Date: 06/30/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 29, 2025. This is in response to your BBB Case: 23533511.

  Thank you for taking the time to share your recent experience with American Airlines. I want to extend my sincere condolences for the loss of your uncle, and I’m truly sorry that the delay in your flight from Boston to Indianapolis prevented you from attending his funeral. Missing such a significant and emotional event is incredibly difficult, and I understand how upsetting this must have been.

  We also acknowledge your frustration with the lack of timely communication, the absence of alternative travel solutions, and the policy regarding rebooking on other carriers. Your feedback about the impact of this is understandable.

  While I can understand and appreciate your concerns, we are confident that we will overcome the current challenges we are all facing while maintaining the reliability and service our customers depend on for their travel needs.

  We want our customers to have a great experience when traveling with us, and I'm sorry that didn't occur during your recent trip. Our team is always expected to provide courteous and professional service to all passengers. I regret any inconsistency you encountered and sincerely apologize for the lack of professionalism you described.

  When your flight is canceled or a delay could cause you to miss your connection, we'll rebook you on the next American Airlines flight with available seats at no additional cost. If no American flights are available until the next day, and the disruption is caused by us, we’ll rebook you on one of our partner airlines with available seats at no additional cost. We’ll rebook you in your originally ticketed cabin or class with your original form of payment.

  If your flight was delayed or canceled and you don’t accept our alternative arrangements, or none were available, we'll refund the remaining ticket value and any optional fees according to our involuntary refunds policy. Beyond that, we have no further contractual obligation.

  Further information regarding what you should expect when traveling with American Airlines and our related responsibilities can be viewed via our Conditions of Carriage at the bottom of our homepage on aa.com. Alternatively, you can view our Conditions of Carriage directly by clicking here.

  As a tangible apology, and in hopes of restoring your confidence in us, I've credited your AAdvantage® account with 2,500 bonus miles. The adjustment should be reflected in your account shortly.

  While I know you didn't have the best experience traveling with us recently, I do hope you'll give us another try. From all of us at American Airlines, we hope to see you on another flight soon.

  Ms. Mesedahl, we value your continued AAdvantage® loyalty and look forward to rebuilding your confidence in our service. We hope you'll give us the opportunity to provide you with a more positive experience on an American Airlines flight in the future.

  Customer Answer

  Date: 06/30/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23533511, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Elise Mesedahl

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mishandling of stroller and refusal to provide fair compensation on international flight On May 25, 2025, I traveled on AA127 from ****** to ******** with my infant. Upon arrival, I was told the cargo hold could not be opened promptly and my stroller would not be available at the gate. I was forced to carry my child all the way to the baggage claim with no assistance or explanation.I waited for over an hour at the baggage carousel with no updates. Only part of my baby gear arrived (the bassinet basket), missing its canopy. I later found out the stroller was treated as an oversized item, but no one had informed me of this. I had to return to the airport nearly two weeks later to retrieve it, incurring costs and time. I also had to purchase a replacement stroller during my trip in *********American Airlines only offered a $50 trip credit, citing irregular operations, even though these issues were due to controllable service failures, not weather. The return flight (AA128) was also delayed over an hour, and my baggage was again ************* a frequent traveler, I find the response entirely inadequate given the stress, inconvenience, safety concerns, and financial loss I experienced. I am requesting appropriate compensation for the mishandling and disruption caused.

  Business Response

  Date: 06/25/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 24, 2025. This is in response to your BBB Case: 23511579.

  Thank you for taking the time to share the details of your recent travel experience on American Airlines flight AA127. I am sorry for the inconvenience you encountered, particularly while traveling internationally with your infant and the mishandling of the stroller.

  I can only imagine how difficult it must have been to carry your child through the airport without the necessary support or equipment, and then to wait over an hour at baggage claim without updates, only to receive incomplete baby gear.

  Our records indicate that currently you have an open case with our relevant team and they are investigating. You should hear from our team soon. In the meantime, we thank you for your patience.

  Thank you again for taking the time to share your feedback with us, Mr. Gu. Your comments give us the opportunity to improve and we are grateful for the benefit of your perspective. We hope to have the opportunity to welcome you on board another American Airlines flight again soon.

  Customer Answer

  Date: 06/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23511579, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Chao Gu

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I am writing to you to request my AA flight credit ************* be converted to trip credit. I had to cancel this trip due to my work. I work in the federal government and due to the recent requirements of title 8 work, I am required to work during these dates on a variable schedule. I am requesting the flight credit be converted to trip credit so that someone in my family could use it. I will not be able to use this myself and it would be a waste of funds. I hope you can understand how Ive been impacted with something completely out of my control. I am not asking for a refund. Just a conversion.

  Business Response

  Date: 06/24/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 23, 2025. This is in response to your BBB Case: 23508250.
  

  We truly understand how challenging it can be when unexpected work obligations interfere with travel plans, especially when they are beyond your control.
  

  After carefully reviewing your request, our records indicate that ticket 0012235787055 was purchased as a nonrefundable, nontransferable fare. Given that ticketing restrictions are unchangeable, we are required to adhere to the terms and conditions for the fare purchased.
  

  Although I regret any further disappointment this may cause, the ticket cannot be exchanged to a Trip Credit and must be used within the ticketing validity by the ticketed passenger.
  

  We sincerely apologize for any inconvenience this may cause and appreciate your understanding.
  

  We appreciate your AAdvantage® loyalty very much, Sherin, and hope to have the opportunity to welcome you on board another American Airlines flight.

  Customer Answer

  Date: 06/24/2025

  Complaint: 23508250
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  Sherin Joseph

• Initial Complaint

  Date:06/23/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Total Cost of Plane fare: $328.96 Date of Incident: 5/26/25- 5/27/25 Company Response: Emailed apology, phone call stating no compensation will be granted Outcome: N/A Details of events:Flight AA1212 was originally scheduled to depart at 3:45 pm from DFW to CLT on May 26th, the plane did not leave *** until approximately 1:30 am on May 27th. Lightning was the first issue and we (understandably) were delayed a few hours. Secondly, the aircraft's air conditioning system broke prior to takeoff and could not be fixed in time. This delayed takeoff another few hours. Thirdly, the pilot was unable to find replacement staff because the previous flight attendants had exceeded their time limit. Fourthly, once replacement staff boarded, one of the attendants had an accident and needed to seek medical care, leaving us to once again wait for new replacement staff. During the span of 9+ hours all passengers has to board, load luggage and offload luggage several times. We were not offered snacks, beverages, vouchers, hotels, alternative flights nor did anymore but the pilot speak to us about what was happening. I promptly contacted the airline company and explained my grievances, also noting I am 6 months pregnant and the stress of the circumstances of that 9+ hours ordeal caused severe mental and physical pain. I received one email apologizing and a phone call weeks later stating that the company will not reimburse nor provide any compensation. This is in direct violation of their policy and I am seeking full reimbursement.

  Business Response

  Date: 06/24/2025

  As part of our partnership with the Better Business Bureau, I've received your correspondence. This is in response to your BBB Case: 23506223.

  Thank you for contacting us. Weather events are sometimes complex and can affect our operations in a variety of ways. Air traffic congestion, bad weather earlier in the day, the previous day, or at one of our hubs can cause our crew members to be out of position or to reach their maximum number of working hours. While other factors may negatively contribute to inconveniences during a weather situation, we consider what set the off-schedule event in motion and advise our customers accordingly. 

  You have every right to expect to be treated with consideration and respect. That being said, we have renewed our focus on customer service, and are taking steps to ensure that all team members are responsible and accountable for the kind of service that is provided to our customers. While we don't offer compensation for matters pertaining to courtesy, this in no way lessens our concern for your experience.

  Mrs. ******, we value your continued AAdvantage loyalty and look forward to rebuilding your confidence in our service. We hope you'll give us the opportunity to provide you with a more positive experience on an American Airlines flight in the future.

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am missing credit for $1,125 issued by American Airlines on 6/6/25 at LGA. (Confirmation #: FSQGKT)Please see the attached PDF for a full explanation. SUMMARY, I volunteered to take a later flight out of LGA on June 6, 2025 in exchange for an ** flight credit of $1,125. I was confirmed with a seat assignment on a later flight that night. Both flights out of LGA were delayed. Later that night I when checking on the ** app I learned that I was no longer on the later flight. No one from ** asked or notified me. I went to an ** agent who told me to run as I had been INVOLUNTARILY put back on the 1:30 flight - and boarding for that flight was ending (again, no one from ** told me this - I discovered it only because I checked the ** app). I ran to the gate - and arrived apparently after the door had closed; I was the last person to board. Bottom Line - at some point a few days after the flight credit was issued ** pulled it back. I did the right thing, I volunteered when ** needed volunteers. There is no excuse or reason that ** has to pull back the funds I was promised by ** for agreeing to take a later flight - and saving them from having to involuntarily remove another passenger from that flight. ** needs to honor their agreement with me - and refund the $1,125 in Trip Credits to my account immediately. I did the right thing, unfortunately I need BBB's help to get ** to do the right thing. Thank you, **** **** D. *****

  Business Response

  Date: 06/24/2025

  As part of our partnership with the Better Business Bureau, I've received your correspondence. This is in response to your BBB Case: 23506040.

  Thank you for contacting us.

  Our records indicate that currently you have an open case with our relevant team and they are investigating. You should hear from our team soon.

  In the meantime, we thank you for your patience.?

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While traveling to *********** from ******* and back, I gate checked my extremely expensive stroller. It was checked at the gate both ways. From ******* to *********** is sustained extensive damage, which I reported and took back to the airport. From *********** to ******* it sustained even further damage. Which I again documented and reported immediately. I have been going back and forth with American Airlines for weeks. They refused to send me a check for the damage. Told me I had to purchase a new one outride including a snack tray accessory and then be reimbursed. I made the purchase and they continuously refused to send me a reimbursement check. Even with proof of purchase from both my email and the manufacturer, pictures of the box, pictures of the new stroller etc. Today they said theyre sending me a check and its for LESS than the receipt amount which is the exact amount to replace my stroller. Nearly $700. Theyve refused on multiple occasions to allow me to speak to a supervisor or find any kind of actual resolution. Theyre now claiming they wont reimburse me for the snack tray. Claiming its normal wear and tear when it very obviously is not. The stroller was gate checked and looks like it was thrown across asphalt several times. Which should not have been the case. Not to mention the hours and weeks of my time they have wasted with this matter.

  Business Response

  Date: 06/24/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 23, 2025. This is in response to your BBB Case: 23505743.
  
  Thank you for reaching out to us about the stroller that broke in ***********. I can only imagine the disappointment you must've felt, knowing how much you value your things.
  
  To file a claim for your damaged items, please click here. Once the claim form is completed and submitted, someone from our Central Baggage Resolutions team will review your claim form and be in touch with you as soon as possible. In the meantime, were grateful for your patience. To view frequently asked questions regarding delayed or damaged baggage, please visit us online by clicking here. 
  
  Thank you, Mrs. ********* for the opportunity to address your baggage concerns. Our AAdvantage members must have their belongings on time, every time they fly. Well continue to strive to improve this service. We hope to welcome you on board another American Airlines flight soon.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  American Airlines does not respond to customer service complaints.May 9 I took flight 3608 from ******* to *******. It took one hour and 15 minutes for me to retrieve my bag baggage claim. The wait was longer than the flight. All but six bags from the flight were delivered within 30 minutes. Mine was missing and allegedly at gate instead for an hour. No one will get back to me on the issue or compensation there of. I called and spoke to at least five different representatives.

  Business Response

  Date: 06/24/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June *******. This is in response to your BBB Case: 23505684
  

  Thank you for contacting Customer Relations. I am happy to respond to your concern regarding your baggage claim.
  

  I'm sorry to hear about the difficulties you encountered on your recent trip to ******* While some delays are inevitable and customer service remains a top priority. When disruptions do occur, we expect our team members to be courteous and helpful to ease the inconvenience. Please know that we take your feedback seriously, as it gives us the opportunity to improve. We appreciate the time youve taken to share your comments with us.
  

  I have passed along your email to our colleagues in our ********************************** Should your claim warrant an additional review or handling, they will reach out to you directly. However, if a resolution has already been reached, you may not receive any further correspondence. We appreciate your understanding in this matter. 
  

  Thank you, Ms. ********** for the opportunity to address your baggage concerns. Its important that our AAdvantage members have their belongings on time, every time they fly. Well continue to strive to improve this service. We hope to welcome you on board another American Airlines flight soon.

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,Im writing to formally express my frustration and disappointment regarding a recent experience while flying with American Airlines on June 22, 2025, from ******* to ********* (Flight AA 3292).After initially boarding the plane, all passengers were unexpectedly asked to deplane. The reason? The aircraft had only 2 of 3 working bathroomsand instead of proceeding with the flight as planned, American Airlines chose to switch planes entirely. This caused an unnecessary delay and created confusion and frustration for everyone onboard.When I asked a customer service representative if wed have to go through the full boarding process again, their response was dismissive and sarcasticcompletely unprofessional and disappointing.After reboarding the new aircraft, we sat on the plane for nearly 30 minutes with no communication from the crew. A fellow passenger asked a staff member about the delay and was told nothing. When pressed further, the representative finally admitted that we were waiting on *********** be clear:We were deplaned for a non-critical issue,Spoken to rudely by staff,Left without updates for an extended time,And delayed over an hourjust to wait for first-class catering on a full flight.This experience was not only inconvenientit was disrespectful to all passengers. The lack of communication and basic courtesy was unacceptable, and it reflected poorly on the airlines commitment to customer care.I am formally requesting compensation for this experience, whether through a flight voucher or a monetary credit toward a future flight. At the very least, this situation warrants acknowledgment and a tangible effort to make things right.Sincerely,***** ******** Flight: AA 3292 Date: June 22, 2025 I am on the plane writing this complaint as it is so bad.

  Business Response

  Date: 06/23/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 22, 2025. This is in response to your BBB Case: 23504372.
  

  I am so sorry to hear that your flight to ********* was delayed. We understand that we have a responsibility to our customers to reduce as much inconvenience and discomfort as possible during a disruption. Rest assured, we will use your constructive criticism to find ways to help us do just that.
  

  While we make every effort to keep customers informed during a delay and provide as much assistance as possible, our forecasted timeframe may not always be accurate. Some disruptions could end up taking longer than we originally anticipated. Still, I agree that timely information would have been helpful to alleviate some of the stress associated with waiting.
  

  While I am sorry for the inconvenience caused, we do not extend compensation or reimbursement for a situation such as this one. Rest assured, however, that this in no way lessens our concern for your disappointment.
  

  *****, we value your continued AAdvantage loyalty and look forward to rebuilding your confidence in our service. We hope you'll give us the opportunity to provide you with a more positive experience on an American Airlines flight in the future.

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/20/25 we were flying out of ********* to ********* 9:16 time was change. After boarding there was issues where we had to go back. We stayed on the plane an hour and was finally told we could get off. After being told it was engine problems we were very uncomfortable. We waited 2 hrs before being told they were boarding again. We were not comfortable after hearing the information and was already late to the destination where we would be going. We received help to get on another plane but was told it was stand by. We didn't get to leave that night until 1028pm flight 1454. I had my son with me and I'm requesting some type of credit for the both of us.

  Business Response

  Date: 06/23/2025

  As part of our partnership with the Better Business Bureau, I've received your correspondence. This is in response to your BBB Case: 23504254.

  Our records indicate that currently you have an open case with the relevant department, and they are investigating the matter. You should hear from our team soon. In the meantime, we thank you for your patience.