Complaints

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

close

Find a Location

American Airlines has 64 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:06/22/2025

  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.

  I had a connecting flight from ******* to ****** on 8/22/2025. Flight #AA3058. The plane had us on the plane on the runway for over an hour, causing me to miss my connecting fligh to ******. I want to request help pm this matter as I arranged to land in ******. Thank you.

  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: 23503124.

  I understand how frustrating and disappointing it can be when weather disrupts flight schedules. When these situations occur, we don't always have many alternate options to get you to your destination as scheduled. Although we try to alleviate your discomfort and make the situation a little less difficult, I am very sorry that was not your experience when you traveled with us.

  Please rest assured that your feedback has been taken seriously as it will help us to improve this process in the future. Thank you for allowing us the opportunity to see our service from our customers' perspective.

  Given that you are still flying, please reach out to our Reservations team will be happy to assist you with your upcoming travel. They can be reached 24 hours, 7 days a week through Chat at **************************;
  If youre contacting us from outside of ***************** or ******, please click here for a list of our worldwide phone numbers. Be sure to have your flight details ready when you call, including your confirmation code AMGEBD.

  Scarlett, we appreciate your business and look forward to welcoming you on board in the future. Thank you for choosing American Airlines.

• Initial Complaint

  Date:06/21/2025

  Type:Sales and Advertising 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 employees chose to believe a false complaint against me and chose to berait me, insult me, belittle me, and embarrass me. I did nothing, I was accused of something by someone who appears to have been looking for a seat closer to the front and chose me to fabricate a story that the flight attendant sunk her teeth into and igorantly verbally harassed me prior to the flight taking off. Very confusing situation. I was blindsided by the accusation and extreamly insulted. I have serious reservations about flying again due to this experience. A formal appology is the very least I expect from American Airlines.

  Business Response

  Date: 06/23/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 21, 2025. This is in response to your BBB Case: 23502044.
  I am sorry to hear about the personal discussions you overheard from our team members on flight AA5358. While our team members can engage in friendly conversation, it should not interfere with their duties and the content of their exchanges should be of a professional nature. From your description, I can see that we did not provide the level of service we strive for. We want our customer journey to be the best in the industry and I appreciate you taking the time to share your feedback so we know where we can improve for the future.
  We know that the customer service we provide can impact our customers' overall experience. I'm very sorry we didn’t provide a positive experience while you were traveling. Rest assured, our team members regularly attend recurrent training sessions to reinforce both our expectations and yours.
  We appreciate you very much, Alexander, and hope to have the opportunity to welcome you on board another American Airlines flight.

  Customer Answer

  Date: 06/24/2025

  Complaint: 23502044
  
  
  
  I am rejecting this response because:

  Let's read the entire complaint this time.  

  Overhearing friendly conversation.?.

  I'm not certain that you understand my complaint at all, and I'm fairly certain that I either didn't communicate the complaint correctly and by your response, I'm pretty certain it was completely misinterpreted on your end. 

  I did not overhear any conversation by AA employees. It was directed directly at me, in an extremely loud, unprofessional, and demeaning manor, in my face, no doubt about it by AA employees! Please don't make up facts that I didn't write. You're playing the same game as the employee on the flight, and I don't appreciate that. This needs more than recurrent training to correct, I do not feel comfortable flying anymore because of multiple AA employees' actions, including the actions responding to this situation. You do not have the best interest for myself or my family anywhere in your business model as far as I can see by the actions your employees took and the reaction AA is taking with a situation that would have had me kicked off the flight of it were me instigating the same as AA chose to do.  

  This one employee singled me out and I'm still confused as to why, took her weeks frustrations out on me, then turned some other airport employee on me, attempting to have me talk myself out of a seat. I simply went up front to ask what was going on as it was an attack on me out of left field by AA employees! That is not overhearing conversation, that is, being involved in what I was being falsely accused of by the AA employees. AA reacted by trying to throw me off the plane for inquiring about their actions. AA completely escalated a situation that didn't exist and delayed a departure because of it. 

  And recurring training is your answer.?.

   

  In addition, after my flight a week prior was delayed 12 hours due to weather, you didn't hear a peep out of me, I was even trying to calm irate fellow passengers who didnt understand what is in your control and what isn't. I've worked decades around aircraft and airfields, I understand a lot of these issues, but the situation AA chose to put me in departing Dallas is worthy of being seriously looked into as it was no weather delay out of your hands. This was a disgruntled employee harassing a customer who is doing everything asked by the airlines.  

  You had an AA flight attendant (Mary) sassing me as I was departing the aircraft because I quietly asked another employee for Mary's name for a complaint. Why was I being shamed out of filing a complaint by the AA employee? It must be a part of the recurrent training curriculum.  

  Recurrent training is your answer, shameful. Wow...

  Regards,

  Alex Baker

  Business Response

  Date: 07/03/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence. This is in response to your BBB Case: 23502044.

  From your description of events, I can tell you that's not the level of service we strive to provide. We want our customer journey to be the best in the industry and I appreciate you taking the time to share your feedback so we know where we can improve for the future.

  I'm very sorry to learn about your experience with our flight attendants on flight AA5358. We know that the customer service we provide can impact our customers' overall experience. We want our customers to feel appreciated and cared for during their time with us. I sincerely regret this was not your experience. Rest assured, our team members regularly attend recurrent training sessions to reinforce both our expectations and yours.

  Although we missed the mark this time, I hope we have the opportunity to restore your confidence in us. Your feedback shows areas that need improvement, and we appreciate the benefit of your perspective.

  We appreciate you very much, Alexander, and hope to have the opportunity to welcome you on board another American Airlines flight.

  Customer Answer

  Date: 07/03/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23502044, and find that this resolution is satisfactory to me only becase I am a small consumer being bullied by a major corporation, who's disgusting employees taunt a consumer when they find out they are receiving a complaint. 

  This response with me accepting AA's disgusting employees' conduct is only being accepted because there can be no other solution that little consumers such as me, would ever be able to reach.  

  I'm not flying again anytime soon because of the treatment by the AA employee named Mary, and AA's pathetically horrible response to the situation. I am a combat veteran, AA treats veterans like trash!

  I have immediate family in all corners of the great USA. AA has forced me to not even think about booking a flight with any airline to see my family in the future due to the abuse I received from the AA employee named Mary. It was that bad of an experience with the AA employee named Mary, such a pathetic & shitty soul. 
  
  It'd be great to receive an apology from your flight attendant named Mary, I hope she's mentioned by name in your future recurrent training that is obviously a failed training system.  
  
  Y'all suck!
  

  Alex Baker

• Initial Complaint

  Date:06/20/2025

  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.

  My flight was cancelled on 06/18/2025 leaving me and my infant stranded in ******** with no accommodations. I was told there was no available flights for days. I was also told I would be responsible for setting up and paying out of my pocket for hotels, transportation, or any other accommodation which may have been needed as a result of the flight cancelation. I was absolutely devastated and in tears. I ended up renting a car and driving back home by myself with my tiny baby 10 hours away. I took me the entire night, and I was unable to sleep that night due to being on the road all night

  Business Response

  Date: 06/23/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 20, 2025. This is in response to your BBB Case:  23497101.
  

  After researching your flight AA4804, the cancellation was due to Air Traffic Control. Air traffic disruptions can be the result of weather conditions, congestion at the destination or origin city, weather along the flight path, or ground stops/holds.
  

  When situations like this occur, Air Traffic Control will decrease the number of take-offs and landings which impact the number of flights that can operate. It may appear that other flights were unaffected, this is because a portion of flights may have been delayed or canceled to free up space and minimize traffic. Since these disruptions are outside of our control, we would not offer compensation or reimbursement for your expenses. I am sorry to hear your plans were impacted and you arrived in *******************;later than planned. 
  

  Please visit ***************************** to submit a refund request to our Refunds team, for the unused portion of your ticket, using ticket number 0012250242451. You can then also check the status of your request by visiting that same page. Please allow up to 14 business days for the information to be updated.
  

  *****, 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:06/20/2025

  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.

  **** ** and I booked the following flights:(1)On 3/11/2025 via Expedia, we purchased round-trip tickets between ****** and ******** for $3,112.02 (Itinerary #**************) for myself, *** ****, and my daughter, Olivya Xu.(2)On 4/2/2025, **** ** booked a round-trip ticket between ****** and ******** for $1,944.21 (Confirmation code: IIYNWI).After my daughter and I departed for ******** on 5/20/2025, Olivya developed a persistent fever on 5/28 and was admitted to a local childrens hospital on 6/4 for blood transfusions. Doctors in both ***** and US suspected leukemia. We immediately booked new return tickets and flew back to ****** on 6/10/2025, where she was diagnosed on 6/12 and admitted on 6/13 to ******************* (*********************************************, ***********************) under the care of Dr. *********** has undergone two rounds of chemotherapy, and her treatment is expected to last 23 years.Due to this heartbreaking and unforeseen emergency, I am requesting a refund for the unused return tickets. The reasons are:(1)None of the three return tickets scheduled for June 18 were used by *** ****,Olivya Xu,**** **. We had to purchase new return tickets for 6/10 ($2,902.29) (Confirmation code: CQOVQU) in order to urgently return to ****** for treatment.Since 6/10, we have been fully occupied with our daughters medical care and havent had time to contact AA except one call. We were told the tickets were non-refundable.We are now trying to resolve this through BBB due to our inability to handle the matter ourselves while staying at the hospital 24/7.Leukemia treatment is extremely costly, and any help from AA in refunding the unused return tickets from a humanitarian perspective would be deeply appreciated. We are respectfully requesting a refund in the amount of:($3112.02 + $1944.21) 2 = *******. Thank you very much for your support during this incredibly difficult time for our family.

  Business Response

  Date: 06/20/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 20, 2025. This is in response to your BBB Case: 23495664.

  Thank you for reaching out and for sharing the details of your recent experience. We are deeply sorry to hear about Olivyas diagnosis and the incredibly difficult circumstances your family is facing. Please know that our thoughts are with you during this challenging time.

  We understand that due to a medical emergency, you were unable to use the return portions of the tickets originally scheduled for June 18, 2025, and had to purchase new tickets to return earlier. We also acknowledge your request for a refund of the unused return segments.

  To be sure this is reviewed by the proper team, please visit ***************************** to submit your request to our Refunds team using your ticket numbers. You can then also check the status of your request by visiting that same page. Please allow up to 14 business days for the information to be updated.

  We appreciate you very much, **** and hope to have the opportunity to welcome you on board another American Airlines flight.

  Customer Answer

  Date: 06/23/2025

  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,
  
  Yan ****

• Initial Complaint

  Date:06/19/2025

  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.

  Was scheduled for a vacation to ******, after check in and taking my bags to drop off told my flight was canceled. They wanted me to go to ***** the next day I said no. I paid 180 in taxi fare. Also prepaid hotel 624 dollars and missed my cousin wedding. The agent was no help at all. Record locator YACIPK, I was told weather, then told to.much air traffic, then mechanical. Agent also said I get no compensation

  Business Response

  Date: 06/20/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 19, 2025. This is in response to your BBB Case: 23494624.

  Thank you for reaching out to us. From reading your correspondence, it’s clear that you didn't have the best time traveling with us on your outbound journey.

  As you are currently traveling, we will need to wait until your entire trip is concluded before we can proceed with assisting you regarding your complaint. Once you have completed your travel and are settled, please respond directly to this email, and I will personally handle your case.

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

  Sincerely,

  Ashlin Kennedy
  Customer Relations
  American Airlines

  AA Ref#1-37650381114

  Customer Answer

  Date: 06/23/2025

  Complaint: 23494624
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  Ricardo Sahibdeen

• Initial Complaint

  Date:06/19/2025

  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.

  Attached is a letter sent to American Airlines after filing a complaint. Outlined are the various issues I encountered in my travel and there mishandling and misinformation about my baggage which I still have not received.

  Business Response

  Date: 06/20/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 19th. This is in response to your BBB Case: 23494113
  

  On behalf of American Airlines, I want to sincerely apologize for the numerous disruptions and the distress you endured during your journey from **** to *******
  We deeply regret that no staff were available at ************ to assist with your baggage, leaving you without support and missing valuable time with your sister. The delay of your flight to LAX and the rushed, unsupported connection added unnecessary physical and emotional strain.
  

  We also apologize for the cancellation of your flight from ************ to ****** and the mishandling of your rebooking. Being rescheduled onto a flight that had already departed, then transferred without your luggage and with no clear updates, is unacceptable. The lack of functioning in-flight entertainment and inconsistent customer service throughout only compounded the situation.
  Your account of the long walk in ************, resulting in a minor asthma attack, is especially concerning. We are equally sorry to learn that your prior request to change your itinerary for a family medical emergency was denied, adding emotional weight to an already difficult experience.
  

  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. 
  

  I've made arrangements for a $100 Trip Credit to be sent to you via 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 very much, Miss ********, and hope to have the opportunity to welcome you on board another American Airlines flight.

• Initial Complaint

  Date:06/19/2025

  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 June 18 2025 I received a text stating my flight from ******** to *********** was delayed Yoyyho I get to the airport to check in at *********************************************************************************** the process of trying to get me and my grand daughters in another flight the representative did not say the flight is boarding this was way before the plan was due to take off. I was not able to find a different flight so they gave me a boarding pass to ******** only and sent me to the gate knowing the plan took off already. The flight left before 545 AM. So I am stuck in ******** until 06/20/2025. I had to call American to get me another flight.

  Business Response

  Date: 06/20/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 19, 2025. This is in response to your BBB Case: 23491425.
  
  
  I am sorry that we are unable to respond while you were traveling as we need to respond when you have completed your travel. Should you need immediate assistance with imminent travel arrangements, please contact our Reservations team through Chat at ********************. Alternatively, you may also be able to take advantage of our self-service options on ******.
  
  
  Should you have concerns or feedback regarding a past travel experience, we are always happy to help you here in ********************************text="true">
  ******, thank you for choosing American Airlines. We value your continued AAdvantage loyalty and look forward to welcoming you on board again.

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair 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.

  On Wednesday 6/18/25 we were supposed to catch our flight (aa3059) for departure at 10:35pm leaving from *** to **********************, however it said delayed until 6:00am on 6/19/25. We waited in the customer assistance line to speak with someone, all we were told was that it was delayed due to weather at ***; however, after confirming the weather conditions with *** members at ***- it was said that weather conditions were clear and planes were landing without issue. The radar also showed clear conditions. We werent offered any sort of vouchers, reimbursement, or refunds- no one seemed to care the least bit and it is absolutely unacceptable. We were left stranded at the airport for over 8 hours. Then we find out that the flight that was already delayed until 6:00am, is now delayed even further until 10:35 pm on 6/19/25. So we then had to scramble to find another flight. I want some sort of compensation for this fiasco, not sure I will ever fly AA again because this isnt the first time something like this has happened. I have two very young children that I needed to get home to, but was unable to get there because we were left stranded. Do better! This is absolutely ridiculous how AA treats customers, just appalling.

  Business Response

  Date: 06/19/2025

  As part of our partnership with the Better Business Bureau, I've received your correspondence from June 19, 2025. This is in response to your BBB Case: 23490858.
  
  Our records indicate that currently you have an open case with our Specialty team and they are investigating. You should hear from our team soon. In the meantime, we thank you for your patience.
  We appreciate you very much, Aguilera, and hope to have the opportunity to welcome you on board another American Airlines flight.

  Customer Answer

  Date: 06/25/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23490858, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Kali Aguilera

• Initial Complaint

  Date:06/19/2025

  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.

  We, ********* ******* and ******* Cipelli, are writing to formally express our disappointment regarding an issue encountered with a recent mileage ticket change on your airline.We had initially redeemed mileage tickets for ******* - ****-********* route, this route required ***** miles and taxes. However, due to circumstances beyond our control, we were compelled to rebook these tickets . Unfortunately, this process required us to spend significantly more miles than originally redeemed, despite the fact that the change was not initiated by us. This unexpected expense caused us considerable inconvenience and frustration, particularly as loyal customers who have consistently chosen your airline for our travel needs. We feel that this situation does not align with the high standards of customer service we have come to expect from your esteemed company.We kindly request a review of our case and the reinstatement of the additional miles ***** miles we had to spend for the extra leg ****** to ********* that for technical reasons we were told could not be added to our reservation. We spoke with several agents that basically told us they could see the availability of the last leg madrid barcelona on the 18th of may IB 404 but they could not added due to a system glitch. Our initial ticket was booked through ********* (SXPCWN) and we dont find fair this to affect us. My Advantage account is ******* and my wife 21NR8H6 . I urge to please help us with this request as again our ticket had as final destination ********* and not ******. ********* ******* and ******* Cipelli

  Business Response

  Date: 06/19/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 19, 2025. This is in response to your BBB Case: 23490789.

  
  I've asked my colleagues in our AAdvantage department to review your correspondence and respond to you directly. Someone from their team will be in touch as soon as possible. In the meantime, we are grateful for your patience.
  If you'd prefer immediate assistance, you can reac

  h our AAdvantage **************** team directly at **************. Ask for the "Main Menu" when prompted, then request "AAdvantage ***************** Representatives are available to assist you daily from 7 a.m. to 10 p.m. (CT). 
  If youre calling internationally, please click here for a list of our worldwide phone numbers.

  
  Mr. ******* we are grateful for your AAdvantage loyalty and hope to have the opportunity to rebuild your trust in us. It would be our pleasure to welcome you on board an American Airlines flight again in the future.

• Initial Complaint

  Date:06/18/2025

  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.

  I traveled from ** to ****** on May 27, 2025. I had purchased a flight with a ******* on bag. Once we arrived in *****, I was forced to check my bag. I tried to explain that I had valuables in my bag. They would not allow me the opportunity to remove all items out of my bag without threatening to put me on another flight. After settling in, I noticed the missing contents. I tried to file a claim as soon as I got back to the states. The airline makes you file a damaged bag claim first. I had no idea about this which waste time in the filing process. I then needed my receipt from purchase. I had to go into a ***** Jewelers, where my ring was purchased, and it took time for them to retrieve my receipt from 2018. Upon collecting all items and filing a damaged bag claim first, I filed my claim on June 11th. I also received numerous error messages that my files could not be accessed. This took even more time to get to tech support in order to alleviate the issue. I figured the issue on my own. Within 24 hours, I get a call back and a email staing that I am outside the 7 days to file a claim. Who would have known that I only had 7 days to file a claim? And with all the other issues that occurred there should be more leeway, especially if an item was stolen from my bag. This is unacceptable and I need to be reimbursed.

  Business Response

  Date: 06/19/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 18, 2025. This is in response to your BBB Case: 23489651.

  
  Please be assured I have passed along your email to my colleagues in our ********************************** who are responsible for reviewing and handling all matters related to mishandled baggage claims.

  In the event your claim requires additional review or handling, one of my colleagues in the ********************************* will reach out to you directly. Please know our teams are working as quickly as possible to address and resolve your claim. We appreciate your patience and understanding in this matter.

  
  Thank you, ******,  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.