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

  3600 Presidential Blvd Ste 102 Austin, TX 78719-2364

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  American Airlines

  7 Airport Road Savoy, IL 61874

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  American Airlines

  5175 E Clinton Way Fresno, CA 93727-2086

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  US Airways

  1376 Chopsey Hill Rd Bridgeport, CT 06606-2422

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:06/19/2025

  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.

• Initial Complaint

  Date:06/18/2025

  Type:Order 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 have requested a full refund for two tickets, seats and baggage booked under confirmation code DPHDZT. This entails flight AA2262 on Wednesday, May 28, 2025, for myself and my travel companion, ****** *****. This flight was part of a round-trip itinerary connecting through ***************** (DFW), with a second flight, AA2734, scheduled the same day.On the morning of May 28, we received multiple delay notifications regarding AA2262first at 10:59 AM, and again at 2:34 PM. By 4:28 PM CT, it became clear that our flight would not arrive in *** before our connecting flights departure, making it impossible to complete our itinerary and effectively stranding us in ****** that point, the American Airlines app presented a clear Cancel for free option. As we had booked Basic Economy with the full intention of flying, we only utilized this cancellation feature because Americans delays made our travel impossible. Based on the Cancel for free wording, we reasonably understood this to mean a full refund would be provided for the tickets, seats, and bag fees associated with the itinerary.Despite following American Airlines instructions, I have not received a refund, and my prior attempts to resolve this issue have been dismissed without explanation. I am requesting that American Airlines honor the cancellation option it offered and issue a full refund for the disrupted travel, including all associated purchases. I have submitted a refund request, which was denied. I have filled out multiple complaint forms, which have been responded with a generic email. I have live chatted with agents via text and call, which have directed me to the complaint forms. No one knows how to help get me the refund.Please let me know if you need any additional information.

  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: 23487315.

  Thank you for contacting Customer Relations. I am happy to respond to your concern regarding your recent flight experience, which caused you to cancel your flight.
  

  I'm sorry to hear that your refund request was denied. I can certainly understand your frustration with the multiple delay notifications that you received.
  

  Considering the information you’ve provided, I have internally submitted your request to our Refunds team for further review. Once the request has been reviewed, they will respond to you directly. In the meantime, you can easily track the status of your request by visiting www.aa.com/refunds/ and using ticket numbers 0012236563634 and 0012236563635. Please allow up to 14 business days for the information to be updated.
  

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

• Initial Complaint

  Date:06/17/2025

  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.

  AA denied boarding to me on an confirmed reservation.I booked the fare a week earlier than my scheduled departure through skiplagged and for confirmation from AA.There was no communication at all from AA that there could be a problem with the booking.I tried to check in online and could not. I called AA customer service and was told i would able to check in at the airport. At the airport the AA agent told me my booking was flagged and i could not fly just 45 minutes before the flight was supposed to take off.Eventually i was forced to buy a new ticket which cost me around $500.If there was a problem with my booking then AA had an entire week to tell me but they choose to only tell me at the airport and leave me stranded.WVVCKB is the confirmation code for my original booking.FQYEGA is the confirmation code for the last minute ticket i was forced to buy at the airport or be stranded.

  Business Response

  Date: 06/18/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 17, 2025. This is in response to your BBB Case: 23481913.

  I'm sorry to hear about the difficulties you encountered with your ticket. When our customers don't complete their travel as ticketed, our team members must do their due diligence to rule out any tickets that violate the ticketing terms listed in our Conditions of Carriage.

  In this case, your ticket appeared to be booked as a "hidden city” ticket, which is when a ticket is booked with a false origin or destination in order to obtain a lower fare. Since you didn't complete your itinerary as purchased, our agents believed you were in violation of this policy. 

  When we are made aware of these tickets, our practice is to offer the customer the opportunity to pay the correct fare based on the actual itinerary flown. While we understand that this situation was frustrating, we hope we've given you some understanding of our point of view.
  

  Mr. Sehgal, we value your continued business 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: 06/18/2025

  Complaint: 23481913
  
  
  
  I am rejecting this response because:

  1) My ticket was booked for RDU - > DFW -  > CMH

  I was denied boarding at RDU itself and hence i don't understand the statement from AA that i did not complete my route as i was not allowed to board the first leg of my route itself. If i did not board the second leg and AA sent me an invoice for the missed flight that would be fair but that's certainly not the case here.

  2) I had reserved my ticket a week ahead of my travel date. If there was a problem with my booking AA could have informed me well ahead of my travel date instead of informing me at the airport check in counter that i cannot board my flight.

  In addition AA sent me confirmation for the booking right away when i made the purchase. If this route was not allowed why did AA send me a booking confirmation code.

  Even the night before travelling when i tried to check in to my flight i kept getting an error online to see agent at ticket counter. I called AA help desk number as well and i was assured there was no problem with my booking and i would be able to check in at the airport kiosk.

  I am honestly quite shocked that AA is refusing to accept any responsibility for their mistakes here. 

  If a passenger cannot trust the booking confirmation code received from the airline then i am afraid the future of travel in this country does not look promising.

  
  
  
  Regards,
  
  
  
  Rishi Sehgal

  Contact: 862-222-6796

  Business Response

  Date: 06/19/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 17, 2025. This is in response to your BBB Case: 23481913.
  
  There reason why you were not allowed to board on your first flight because when a customer does not complete their journey as originally ticketed, our team is required to review the booking to ensure it complies with the terms outlined in our Conditions of Carriage.
  

  In this instance, your itinerary appeared to reflect a “hidden city” booking—where a ticket is purchased with an alternate origin or destination to secure a lower fare.
  
  Because the full itinerary was not flown as booked, our agents determined that this may have been a violation of our ticketing policies.
  
  I'm sorry to hear that you're disappointed with our response. Although we recognize that we may not always agree upon a resolution, we do our best to be supportive as advocates for our customers.
  
  Rest assured, we value your feedback and appreciate the opportunity to improve in the future. We look forward to restoring and rebuilding your confidence.
  
  Mr. Sehgal, we value your continued business 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:06/17/2025

  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.

  I recently experienced the worst round trip on American Airlines in which I was left stranded at the airport for 9 hours. On a flight from ******* to ******* we were delayed 6 hours, our original flight was to leave at 6:20pm and did not leave until 11:27pm. Meaning we landed in ********** after 1am, which was after 3am my time. I purposely chose a flight that would be in ********** at a reasonable hour for my body to acclimate and to ensure I did not receive ***************** for health reasons. On the flight back from ******* to ******* we were delayed over 3 hours, landing us back in ******* after 1am. Both delays there was no communication on what was going on, when we would land, no help, no food voucher and no care. I lost money because a whole day I paid for at my very expensive hotel, was wasted. American Airlines website clearly states you will be promptly refunded if there are changes to itineraries for 3 or more hours. When I messaged AA they tried to give both me and my travel partner $100 ecredit each instead. $100 for 9 hours of being stranded with no help, care, assistance or food voucher? I was appalled. After advising we are seeking a full refund as per their website they tried to give us $75. It seems ** will do anything but refund their customers and own up to their mistakes. I have had delays on other flights, but they always own up to their mistakes and take care of their customers. Its clear AA has no morals, and poor customer service. I have never experienced this on my preferred airline *****. If this matter was truly taken seriously there would be more care for the people who keep AA in business and their very real lives. This company needs to care more for their customers and give them not only what they deserve, but what your website quotes.

  Business Response

  Date: 06/18/2025

   

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 17, 2025. This is in response to your BBB Case: 23480747.

  Thank you for reaching out. I am sorry to hear you are disappointed with our resolution. 
  

  Regarding your request for a refund, the DOT requires a refund of only the unused portions of your ticket if a flight is cancelled or significantly delayed. If a customer travels on the delayed flight or accepts and travels on a different flight, there is no refund due. As your entire ticket was used, we must decline your request for a refund.
  

  In this case, the Trip Credit was intended as a tangible apology to show that we care about you and your experience. However, I can see that you feel strongly about this issue; therefore, I’ve reviewed our prior correspondence. Regrettably, I don’t see any information that would change our resolution.
  

  Rest assured, we are not unmindful of your concerns. We take your feedback seriously, as it helps us identify areas for improvement. Please know that we are grateful for your perspective.
  

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

• Initial Complaint

  Date:06/16/2025

  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 cancelled a flight back on June 4th. I still have not received a credit for that flight ($345 and 8k miles). I've tried contacting American Airlines several times but they do not respond. It's been nearly two weeks now and no one at customer service will help me. Not only is this amount of time completely unreasonable to wait for the return of my money, but it's also terrible customer service to have no one return my inquiries about what is going on. Ticket #: *************

  Business Response

  Date: 06/17/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 16, 2025. This is in response to your BBB Case: 23477216.

  Please forgive our delay in responding to your inquiry.

  It appears that the ticket in question was purchased through a travel agency or third-party booking website. When a reservation is created through a travel agency, they have full control over the ticket and will be best able to serve you. For this reason, it will be necessary that you reach out to your booking source with the request. If your request is within the ticketed policy, your travel agency can assist.

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

  Customer Answer

  Date: 06/18/2025

  Complaint: 23477216
  
  
  
  I am rejecting this response because:

  Unfortunately, the travel agency (booked through American Express) says that American Airlines has retained control over the ticket and they are no able to do anything on their end. Please look into this and figure out whatever it is that needs to be done so that a travel credit is issued to me. 

  Additionally, I paid 8k points for a seat upgrade through American Airlines that should be credited promptly on your end. I have attached a screenshot showing the details of those American Airlines points and the date it was purchased from American Airlines. 

  
  Please fix whatever issue is occurring on your end so that I can use this credit and the points immediately. 

  
  
  Regards,
  
  
  
  Eric Morales

  Business Response

  Date: 06/19/2025

  As part of our partnership with the Better Business Bureau, I've received your correspondence. This is in response to your BBB Case:23477216.

  
  We’ve received your response and are sorry to hear that you haven’t received a resolution for your ticket request. When a reservation is created through a travel agency, the agency has full control over the ticket and will be best able to serve you.
  
  While we regret that you’ve been part of a back-and-forth interaction, we are unable to make an exception to our ticket policy in this case. I am sorry for any further disappointment this causes; however, this matter must be addressed directly with your travel agency.

  Mr. Morales, 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.

  
  

  Customer Answer

  Date: 06/25/2025

  Complaint: 23477216
  
  
  
  I am rejecting this response because:
  

  As I've said multiple times now, I upgraded a seat directly through American Airlines on May 14th with 8,209 American Airlines points. No travel agency has the ability to credit back American Airlines points. Again, please look into the matter properly and refund the 8,209 points that have not been returned although I cancelled my flight nearly a month ago on June 4, 2025. 

  
  
  Regards,
  
  
  
  Eric Morales

• Initial Complaint

  Date:06/16/2025

  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.

  I would like a refund for the checked baggage. I was forced to check in my carry-on as a second bag before heading to *******. I noticed that when it was my turn to board, the American Airlines *** was forcing everyone in my zone to check their bags due to space. I don't think this is fair because American Airlines would make me check in my carry on luggage. I think it is fair to have my checked baggage refunded.

  Business Response

  Date: 06/17/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 16,2025. This is in response to your BBB Case: 23476606
  

  We sincerely apologize for the inconvenience you encountered during your recent flight to Chicago. We understand how frustrating it must have been to be asked to check your carry-on bag, especially when this was not part of your original travel plans.
  

  Even if your carry-on is within the allowed size limits of 45 linear inches, you may be asked to gate-check your bag. We have an automated system that generates a warning, based on historical data, to begin checking bags if a flight is expected to depart at full capacity, or if the bins appear to be full. While this system is not foolproof, it is the best tool available to avoid passengers boarding an aircraft without space to store their carry-on bags. The Federal Aviation Administration (FAA) diligently audits airlines for conformity to mandated policies and procedures. Still, we apologize for any inconvenience this may have caused as a result. 
  

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

• Initial Complaint

  Date:06/16/2025

  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.

  AA canceled flight 4466 on 6/6 but was able to get me a seat on a different flight to a nearby airport. (Note the original flight was canceled "due to weather" but the new flight was landing only 50 miles away-- there was no weather in the area at that time.) The customer service agent at *** failed to do her job by getting the correct boarding pass printed in a timely fashion -as she laughed and chatted with her friends instead of working on getting customers on the flight. She finally told me to go on to new gate as she would have info entered and new gate agent would print the boarding pass. She did none of the above and after running about a mile to new gate, the gate was closed and I was not allowed to board. Due to her incompetence, I was out $120 in **** fees as well as $320 for a ticket with ************* for a flight early morning 6/7 to be able to get to a scheduled event. I am requesting AA refund me a miniumum of $440 for the failures of their employee. They honestly should reimburse me for then entire round trip ticket to ATH bc of the hassle, lies, misinformation and headache of trying to get reimbursed for the extra money I have been out. They also lost my luggage and then refused to deliver it for a couple of days. I checked my bags on 6/6 and they weren't delivered until 6/9 which is also unacceptable. I have never dealt with any company lacking so much in customer service and just plain incompetence.

  Business Response

  Date: 06/17/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 16, 2025. This is in response to your BBB Case: 23475825.

  Thank you for bringing your recent experience with American Airlines to our attention. We sincerely regret the inconvenience, frustration, and unexpected expenses you faced during your travel on June 6, 2025.

  We recognize how distressing it must have been to encounter a canceled flight, communication breakdowns, and delays in receiving your luggage, especially when you had important plans and incurred additional costs. The service you described at Philadelphia is deeply troubling, and we take these concerns very seriously.

  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, Mrs. Spencer. Your comments give us the opportunity to improve and we are grateful for the benefit of your perspective. As an AAdvantage Gold® member, your business means a great deal to us and we hope to welcome you on board an American flight soon.

  Customer Answer

  Date: 06/17/2025

  Complaint: 23475825
  
  
  
  I am rejecting this response because:nothing has been done other than a customer service representative calling me twice yesterday to say AA is doing nothing to compensate me and I was not allowed to speak to a supervisor. Again, very unprofessional. My money should be refunded as AA was not able to get me to my destination! 
  
  
  
  Regards,
  
  
  
  Laura Spencer

  Business Response

  Date: 06/19/2025

  Thank you for your response.

  It looks like we initially received your response on June 16, 2025, and our team responded on June 18, 2025, asking for receipts. We are still waiting for that information and hope to hear from you soon.

  Customer Answer

  Date: 06/25/2025

  Complaint: 23475825
  
  
  
  I am rejecting this response because: The requested Lyft receipts were submitted on 6/18 with no response and the flight I purchased from Southwest in order to get home from PHL they have not yet asked for receipts for that $320 expense 
  
  
  
  Regards,
  
  
  
  Laura Spencer