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Business Profile

Airlines

American Airlines

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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American Airlines has 64 locations, listed below.

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    Customer Complaints Summary

    • 7,293 total complaints in the last 3 years.
    • 3,134 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • 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.
      My family have experience multiple delay with multiple AA flights today on June 8th.The first from ORD to *** suppose take off at 10:08 pm, but it was delayed until 11:50pm. We didn't arrive at ******** until after 2am next day we are extremely exhausted. There are 4 of us, 4 ticket purchased, ***** *** Liaoning **** Song *** ********* *** we would like some explanation and compensation for our inconvenience.

      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: 23475514

      I am disappointed to hear that your travel plans were disrupted by weather conditions. I can certainly understand your confusion, given that the weather was fine in Salt Lake City International Airport, SLC, and John Glenn Columbus International Airport, CMH. I’m happy to explain a bit about this, as several different weather scenarios can impact flights when the weather seems fine, including but not limited to:
      Weather the previous day
      Weather at a hub that prevented our planes or crew members from being on time
      Air traffic congestion caused by previous weather-related events
      Crew members reaching their maximum number of work hours due to a weather-related delay or cancellation
      To help alleviate congestion, Air Traffic Control may require us to cancel some flights. While our goal is to minimize the inconvenience to our customers, getting our operation back on schedule takes time. Again, I sincerely regret the hassle you went through.
      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.

      Mr. Ren, we appreciate your AAdvantage® loyalty and look forward to welcoming you on board in the future. Thank you for choosing American Airlines.

      Customer Answer

      Date: 06/17/2025

      Complaint: 23475514



      I am rejecting this response because:

      Not only none of the reason explained by AA customer specialist does actually applied to this scenario, considering the plane is already landed, so weather, traffic congestion excuse does not applied, but the AA staff used the identical BS excused when I emailed them. 

      Such general answer can only given by someone who is lazy and unprofessional at work who gave little care about customer's inconvenient. 

      It's disgust and deceive to use word such as "disappointed ", "certainly understand your confusion", "sorry", "no way lessens our concern for your disappointment.", consider the AA customer specialist never even bother to read the complaint or write the content personally. 

      Shame on you George C


      Business Response

      Date: 06/19/2025

      Thank you for your response and I'm sorry you unhappy with out previous response.

      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. 

      We are glad you took the time to share your comments and give us the opportunity to improve. We take your feedback very seriously and hope to have the opportunity to welcome you on board an American Airlines flight again in the future.

    • 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 created a flight arrangement on American Airlines to *****. The flight started with an AA flight and then ***** airlines took over, however, I paid AA for the entire flight. The flight I had from *** to LGA had many issues in the cabin - 1 bathroom was out of service, they ran out of soft drinks when they got to my row, there was a guest sitting behind me that kept kicking my seat. I reported this a flight attended (who rudely) ignored me. They didn't say or do anything to address the issue. On top of that, the flight left later than the scheduled time and arrived late. Everything that went wrong, went wrong with AA. Moving on to the Japan flight - the flight was also delayed which caused arrival to be late. This caused me to miss my prepaid train to my hotel which caused a financial loss to me. This flight also ran out of food when they got to my row so they joked and said if I want more ice cream. Really? Ice cream for a 14 hour flight? I talked with the airlines about this but they told me to go through AA for a refund claim. I am now seeing a refund from American Airlines for these issues. A refund to the original payment method (Mastercard). I DO NOT WANT AA POINTS. I am making that clear now, points is NOT acceptable to me. I lost money due to flight issues and did not get the services that I paid for. I hope to seek a resolution here so I *** have to open a payment dispute for this issue. Thank you.

      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: 23474413.

      I'm very sorry that we ran out of soft drinks on your flight to New York LaGuardia on June 2, 2025. We continually monitor our current calculations based on customer demand and we’re working hard to plan appropriately. While I regret that we miscalculated this time, please rest assured that your feedback has been documented and made available to our leadership team. We want our customer journey to be the best in the industry and we thank you for giving us the opportunity to improve our services offered onboard.

      Given that there are many elements that contribute to our overall service, we do not adjust the cost of a ticket when one of those elements is less than satisfactory. When purchasing a ticket, fares are intended for travel from your origin to your destination. While I sincerely regret your dissatisfaction with your experience, the fare was fully used from point A to point B. Therefore, a refund is not applicable.

      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.

      Thank you for taking the time to share your travel experience with Japan Airlines. I am disappointed to hear that things didn't go very smoothly. Please accept my sincere apology.

      Our records indicate the flight concerns you've mentioned were on your Japan Airlines flight that caused you financial loss. With that in mind, to ensure your concerns are properly addressed, please contact Japan Airlines directly so that they may further assist you.

      To contact their Customer Relations team, please click here. If you prefer to contact them in writing, you can do so at the address below:
      Japan Airlines Customer Relations
      300 Continental Blvd
      El Segundo, CA 90245
      Phone: 1-800-525-3663

      Please know that we are working hard to make every American Airlines flight enjoyable and on time. Your feedback helps us to continue improving our services to make your travel experience better in the future. Eric, it would be our pleasure to serve you again. We look forward to the opportunity to rebuild your confidence as an AAdvantage® member.

      Customer Answer

      Date: 06/19/2025

      the complaint is not about "less than a satisfactory experience" is I paid for a service that I did not fully received. When this ticket was purchased, amenities were promised/expected and they were not received - as you have just confirmed. Addiontally, I paid AA for both tickets, even if they are from a different airlines, you were responsible for all communication between the other airlines. They to have directed me to you. 

      If you are unable to assist with a refund, please confirm so I can begin a payment dispute. 

      Business Response

      Date: 06/24/2025

      As part of our partnership with the Better Business Bureau, I've recently received your correspondence This is in response to your BBB Case: 23474413.

      After a thorough review of your case, we acknowledge that certain amenities originally expected as part of your booking were not provided during your journey. We sincerely regret any inconvenience this may have caused.

      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.

       Please know that we are working hard to make every American Airlines flight enjoyable and on time. Your feedback helps us to continue improving our services to make your travel experience better in the future. Eric, it would be our pleasure to serve you again. We look forward to the opportunity to rebuild your confidence as an AAdvantage® member.

    • 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.
      Hello,Im writing this because I recently had to cancel a flight due to medical issues. In the past I was able to cancel a flight within 24 hours of booking a flight and I was refunded. I had rescheduled the flight the night before, so I inferred I was still under 24 hours with the new booking,I was told that a refund was not possible for my recent flight cancellation. Im just trying to understand the lack of consistency in your refund policy. This is in regards to my most recent trip credit confirmation code: *********** I said Im confused in regards to the consistency in your policy. I would 100% prefer a refund, instead of a flight credit. Otherwise, I guess Im done with American Airlines going forward. Thank you

      Business Response

      Date: 06/16/2025

      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: 23473111.


      I am sorry to hear about the medical condition that caused you to change your travel plans. While I understand your concerns, your ticket 0012247997836 was purchased as a nonrefundable, nontransferable fare. Given that ticketing restrictions are unchangeable, a refund for this situation is not applicable.
      Nevertheless, tickets can be reused within one year from the original date of purchase if the ticket is canceled prior to your scheduled departure. When you're ready to book new travel, our Reservations team would be happy to assist you. They can be reached through Chat at aa.com/chatnow.


      Alexander, 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: 06/18/2025

      Complaint: 23473111



      I am rejecting this response because:  I sent a follow up message to American Airlines.  American Airlines is choosing to not respond to this follow up.  I was refunded for a similar ticket the week prior.  I have the ticket number to this ticket and messaged American Airlines.  They so far have followed up.  Why was this ticket refunded and why was this second ticket non refundable?  Choosing to ignore your customers and provide copy/pasted messages isn’t the best business strategy.



      Regards,



      Alex Romyak

      Business Response

      Date: 06/19/2025

       

      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: 23473111.

      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.

      After reviewing your most recent correspondence ticket 0012246599475, which was not listed on the request sent to the Better Business Bureau, was refunded due to medical reasons on June 6, 2025, to the original method of payment. Unfortunately, regarding ticket 0012247997836, which was sent to the Better Business Bureau for review, we are unable to modify the outcome. The ticket purchased was non-refundable and is listed under a different reservation IAKSCO , therefore a refund for this ticket will not be applicable.

      Alexander, 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:06/15/2025

      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 May 28th, 25 my daughter and I were booked on a flight to *********, Flight #AA 2891 connection Flight #AA 6296. When we got to the airport the flight was delayed due to weather (understandable). We spent a great deal of time at the counter with an agent who was rude and not helpful. My son was graduating from the Army Boot Camp. She stated there were no other flights into ****** or nearby airports. She said she could get us there the following day which was after the graduation. After much negotiations, my daughter found a flight into **. City but the agent continued to tell us we wouldn't make it in time. We had plenty of time. For lack of space the experience with the agent at our connection was equally as bad as with the first ****** She was more than rude and was dismissive of us. From what we could tell, it appeared she also didn't think we would have enough time for our connection and promised our seats to another young man, who did actually miss his wife's Army graduation. When we got to *******, we had to rent a car, which cost us an additional $562 for a car rental to drive to ****** to be able to get to the graduation on time. the cost was elevated due to toll cost in OK. While waiting for our rental car, we found out that many other had the same or worse experiences that we did with this airline. That folks who showed up in the time limits given by AA, actually lost there seats and were given later flights. It was more than obvious that AA overbooked many flights due to a Softball event in ******* that weekend. Not only were we treated horribly but almost every AA employee (with the exception of our flights home), we were able to reroute ourselves to another airport but had additional costs added to our trip. I sent multiple complaints to the airline asking them to reach out so I could discuss this with a live person not an automated system. I have been given 2 letters stating thanks for the feedback. Unacceptable.

      Business Response

      Date: 06/16/2025

      As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 15, 2025. This is in response to your BBB Case: 23471985.

      I am sorry about your experience with our desk staff on your recent trip to Lawton on May 28, 2025. 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.


      Since your flight delay was caused by weather. I understand the inconvenience this situation has caused but we do not offer compensation or reimbursement for out-of-pocket expenses as a result. I can certainly understand your frustration. While we recognize that we may not always agree upon a resolution, we will continue to do our best to be supportive as advocates for our customers.
      Ms. Deyoung, 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: 06/18/2025

      Complaint: 23471985



      I am rejecting this response because:  The delay caused me and my daughter to get to the destination the day after the original scheduled date because we had to rent a car and drive from Oklahoma City to Lawton Ok.  Our plane landed after 11pm, in Ok City, OK and we had to rent a car at a very high rate due to tolls and then drive 90 minutes to our original destination which was Lawton, OK.  We did not arrive to Lawton, Ok (our original destination), until after 1:00am in the morning, the following day.  The airline was going to fly us to Dallas Fort Worth and then we would have missed our connection and would have been forced to sleep in the airport and get a connection the following day.  This was informed to us by our rude Agent at the AA Desk.  The Agent wasn't even going to help us find a suitable solution, we had to come up with the travel changes ourselves.  Since we did not get to our destination, which was Lawton, on the same scheduled day and did not fly into the city we were scheduled, I do not see your apology as an appropriate resolution.  Furthermore, a flight into Ok City is cheaper than a flight into Lawton, Ok.  We paid for this convenience so we would not have to rent a car, pay high toll fees and to not have to drive 90 minutes to our destination.  This alone should allow for compensation.  This experience was traumatic, stressful and overall very upsetting.  It was meant to be a very stress free weekend with my son who graduated from the Army Boot Camp, which is a very special proud time in our lives.  We were exhausted and had additional expenses added to this already expensive trip.  We did not receive the services we paid for.  This airline overbooked several flights and stranded many passengers on this day.  We met many people giving us their horror stories of their AA travel experience while trying to go see their solider graduate.  Again, this was very upsetting.  



      Regards,



      JoAnne DeYoung

      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: 23471985

      Thank you for your reply. I am sorry to hear you are disappointed with our response. 

      We are very sorry that your trip did not go smoothly. There is no question that traveling can be challenging, and when operational challenges such as airport staff rudeness are added to the mix, it’s just that much more difficult.

      Our records indicate that flight AA2891 and AA6296 on May 28, 2025, were delayed and rebooked due to weather. While international travel is governed by the Montreal Convention, disruptions caused by weather are not considered to be preventable or within the airline's control per the regulation. Although we regret that you incurred out-of-pocket expenses, we will not be providing compensation or reimbursement for this situation. I am sorry for any further disappointment this may cause.

      Ms. Deyoung, 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:06/15/2025

      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 bought two tickets for myself and a friend from American Airlines to fly to *************** from ********* and return. My friend was unable to go at the last minute, so I thought Id have her seat to stretch out a little bit on my flights. American Airlines though sold the seats to someone else and didnt refund me. I am seeking to have her tickets refunded.

      Business Response

      Date: 06/16/2025

      As part of our partnership with the Better Business Bureau, I've received your correspondence. This is in response to your BBB Case: 23471493.

      Thank you for contacting Customer Relations. We sincerely apologize for the frustration you experienced during your recent travel. We understand you purchased two tickets for your trip from Cleveland to Puerto Vallarta, intending to use the second seat for added comfort since your companion was unable to travel.

      We understand your request for a refund related to your reservation. After a thorough review, our records show that the tickets in question have been fully used and are therefore not eligible for a refund in accordance with the fare rules associated with the purchase.

      your ticket purchased through a travel agency. For further assistance with itinerary changes, refund requests, receipts, exceptions to the terms of the ticket, or missing residual value from a change made, please reach out to your travel agency directly. These tickets are restricted and can only be handled by the agency that issued the ticket.

      Our records indicate your ticket has been fully used for your travel. With that in mind, since the full ticket value has been used and the ticket has no remaining value, a refund is not applicable.
      We appreciate your AAdvantage® loyalty very much, Mr. La follette, and hope to have the opportunity to welcome you on board another American Airlines flight.

      Customer Answer

      Date: 06/17/2025

      Complaint: 23471493



      I am rejecting this response because:

      You say that no refund is due because the tickets have been fully used.  That's ridiculous, because the tickets were not fully used by myself, the purchaser.  My second seat was used by another person that you sold the seat to, so you charged another person and myself for the same seat.  Since you sold the seat from under me instead of allowing me use of it, I expect a refund for it.




      Regards,



      Jason La Follette

      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: 23471493.

      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.

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

      Customer Answer

      Date: 06/27/2025

      Complaint: 23471493



      I am rejecting this response because:  the business has offered no resolution.  I will not be using American Airlines in the future 



      Regards,



      Jason La Follette
    • Initial Complaint

      Date:06/15/2025

      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.
      On Sunday, 6/8, my flight AA 2069 from *** to ORD experienced a serious delay on the runway after landing at ***********. As a result, I was unable to catch my connecting flight AA 4442 from ORD to DSM. I was forced to spend the night at ***********. The gentleman at Gate L23 refused to provide hotel accommodations or a meal voucher, claiming the delay was caused by air traffic control and the airport.Regardless of the cause, it is the passengers who suffer the consequences. I would like American Airlines to refund the cost of my return flight, compensate me for the hotel expenses that should have been covered, and provide additional compensation for the inconvenience caused by the delay.Confirmation code: KLCXSC

      Business Response

      Date: 06/16/2025

      As part of our partnership with the Better Business Bureau, I've received your correspondence. This is in response to your BBB Case: 23471438.

      Thank you for contacting Customer Relations. After researching your flight AA 2069, the delay 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.

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

      Date:06/14/2025

      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 travel companions and I demand reimbursement of our ticket price ($1,468.29), expenses we have been forced to make as a result of their breach of contract (hotel, taxi to/from, additional meals, additional costs for babysitting at home), and travel vouchers. We arrived at the airport more than three hours before our flight. The ** app continually told us our flight was at gate E74. We sat where we could easily see gate E74 and hear any announcements for that gate. My companions are elderly and do not walk quickly or very well. We kept waiting for announcements for boarding and about 40 min before the flight was to leave we were confused why the gate wasnt boarding. We went over, only to discover it wasnt our flight. After scrambling to find out from a departure board where we were to be as the ** app still said our flight was at gate E74, we got to gate E79 only to be told that though the flight didnt leave for another half an hour, they gave our seats away and we werent allowed to board. Our boarding passes clearly state Boarding ends 15 minutes before departure. 30 minutes before departure we were barred from boarding our flight and told our seats were gone. Our luggage was on the plane and, moreover, we went through two check-in procedures/lines prior to getting to the gate. Thus, it cannot be argued that the crew did not know we were checked in for the flight and in the airport itself. We know the flight was overbooked; it appears they were simply overeager to cut people off from their rightful, paid travel plans. That does not override the need to follow stated procedures and honor the agreement the ticket purchase represented.

      Business Response

      Date: 06/16/2025

       

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

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

      Customer Answer

      Date: 07/02/2025

      Complaint: 23470106



      I am rejecting this response because: there was no response. The last communication between me and American Airlines was on June 14, 2025, when I emailed them again to dispute their disclaimer. I then filed my complaint with BBB on June 15, 2025. On June 17, 2025, BBB advised that American Airlines had told them: "Our records indicate that currently you have an open case with our relevant department and they are investigating. You should hear from our team soon."

      To date, I have not had a response from American Airlines though BBB advised me that they were not taking action on my complaint because American Airlines had told them that the complaint was still under investigation. I have been waiting for either American Airlines or BBB to continue their investigation and issue a response/resolution. I remain wholly dissatisfied with the way American Airlines has shown absolutely no regard for the issue they created for me and my family, and their lack of response. I continue to demand reimbursement for the amounts we had to expend as detailed in my initial complaint filing.



      Regards,



      Stacey Hammer

    • Initial Complaint

      Date:06/14/2025

      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 wife and I were booked on AA flights to and from ********* ******. On both trips, AA rebooked us on other airlines due to flight delays. On the way to ******, AA lost our luggage and we were without necessities for two days. On the way to ******, we were scheduled to arrive at 7:10 pm and did not arrive until after 2:30 am. We did not get to our hotel till 3:00 am and had to be on a train at 6:20 am. Due to a very bad hip problem, we booked and paid for upgraded seats on AA but when we were transferred over to ********** and United we were placed in terrible seats that caused so much pain. The flight back, again, was cancelled by ** and we were put on United. The cost of our luggage was included on our flights with AA but United made us pay for it. We submitted the information to ** asking to be refunded and they refuse. AA ruined what was to be a dream vacation for us and should do much more to make it right considering the late delays, seating and the lost luggage but they are taking no responsibility. They offered ***** in miles which is ridiculous. We would like to be refunded.

      Business Response

      Date: 06/16/2025

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

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

    • Initial Complaint

      Date:06/14/2025

      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.
      Hello. I had a flight scheduled for 06/14/2025. I was having issues with mobile app with checking in for American Airlines flight that departed at 1:45p. I was told I couldnt get a boarding pass even though I was at airport for an extended period of time and didnt think it was an issue due to me not checking in a bag. I asked to speak to a manager and I was told no manager available. The lady also told me since I got smart she wasnt going to get a manager. I have never experienced this type of rudeness and disrespect from any airline. I sat there for 45 minutes because no one would get the manager to print off a boarding pass. I had to catch a taxi to IAD and fly with another airport. I have a business meeting to attend tonight. I hope this issues gets addressed.

      Business Response

      Date: 06/16/2025

      As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 14, 2025. This is in response to your BBB Case: 23469498.

      We understand that operating on-time departures is important to our customers; therefore, we do have specific cut-off times for check-in and gate arrival. 

      For most domestic travel, customers must be checked in no later than 45 minutes prior to departure time. In addition, it’s a requirement that customers arrive at their gate no less than 30 minutes prior to departure time. For international flights, it’s 60 minutes for check-in, and 45 minutes for gate arrival.

      At 15 minutes prior to the scheduled departure the boarding process ends and if you’re not on board, we may reassign your seat to another passenger. This amount of time is needed to manage seat assignments and other boarding activity to ensure we can depart as scheduled. Once the boarding doors close, you will not be allowed to board.

      While these are the minimum requirements, we recommend checking in at least 2 hours before departure for flights within the U.S., and 3 hours before international departures to allow plenty of time to get through Security and to your gate.

      According to our records, the required check-in and gate arrival arrival requirements were not met, which unfortunately led to the need for you to purchase another ticket. We understand that this situation may have been caused by issues with the app, and we truly regret any frustration this has caused. 

      Our Reservations team is always available to address any questions regarding checking in. Please reach out through Chat at aa.com/chatnow.

      Additionally, further information regarding checking in may also be viewed by clicking here.

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

      Customer Answer

      Date: 06/17/2025

      Complaint: 23469498



      I am rejecting this response because:

      Dear American Airlines Customer Service,
      I am writing to formally express my dissatisfaction with the service I received at Ronald Reagan Airport on June 14th, 2025. My flight was scheduled to depart at 1:45 PM, and I arrived at the gate at 1:00 PM—well within the recommended time prior to departure.

      Despite being present early, I was informed that a manager was required to print my boarding pass. Throughout this process, I was treated rudely, and no staff member was willing or able to assist me. I remained at the gate until 1:40 PM, only to be told that a manager would not be available until 2:00 PM.
      This experience is unacceptable and does not reflect the level of service I expect from your airline. I have never encountered such a lack of assistance and poor customer service from any other airline.
      I request a response detailing how you plan to address this issue and compensate for the inconvenience caused.
      Thank you for your attention to this matter.


      Regards,

      Paris B

      Regards,



      Paris B

      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: 23469498.

      We understand that operating on-time departures is important to our customers; therefore, we do have specific cut-off times for check-in and gate arrival. 
       
      For most domestic travel, customers must be checked in no later than 45 minutes prior to departure time. In addition, it’s a requirement that customers arrive at their gate no less than 30 minutes prior to departure time. For international flights, it’s 60 minutes for check-in, and 45 minutes for gate arrival.
       
      At 15 minutes prior to the scheduled departure the boarding process ends and if you’re not on board, we may reassign your seat to another passenger. This amount of time is needed to manage seat assignments and other boarding activity to ensure we can depart as scheduled. Once the boarding doors close, you will not be allowed to board.
       
      While these are the minimum requirements, we recommend checking in at least 2 hours before departure for flights within the U.S., and 3 hours before international departures to allow plenty of time to get through Security and to your gate.
       
      According to our records, the required check-in and gate arrival arrival requirements were not met, which unfortunately led to the need for you to purchase another ticket. We understand that this situation may have been caused by issues with the app, and we truly regret any frustration this has caused. 
       
      Our Reservations team is always available to address any questions regarding checking in. Please reach out through Chat at aa.com/chatnow.
       
      Additionally, further information regarding checking in may also be viewed by clicking here.
       
      We appreciate your AAdvantage® loyalty very much, Paris, and hope to have the opportunity to welcome you on board another American Airlines flight.

    • Initial Complaint

      Date:06/14/2025

      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.
      One person working front desk at check in. This seems unreasonable when checking in for a flight, when being told cut off time has been missed, while flight has not began boarding. I stood in line for 15 minutes, only to be told I missed cut off time by 5 minutes. One person working check in. I want my money back.

      Business Response

      Date: 06/16/2025

      As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 14, 2025. This is in response to your BBB Case: 23468602. 

      Thank you for taking the time to share your feedback. Please know we take your comments very seriously and appreciate the opportunity to improve. We have sent your case to the relevant team. You should hear from our team soon via email or phone. In the meantime, we thank you for your patience.?

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