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

• 

  American Airlines

  7 Airport Road Savoy, IL 61874

• 

  American Airlines

  5175 E Clinton Way Fresno, CA 93727-2086

• 

  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:06/14/2025

  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.

  I am a frequent traveler with H323535323932353***30H (Executive Platinum 2VM6D94). I booked with my family of 5 for a vacation trip to ******. Unfortunately, due to H323535323932353***30H poor management, our trip became a nightmare. We were booked on the June 13th flight #*** (Confirmation MVEMXU). We had used system wide upgrades to book in business class. Our list of issues included the following:- We arrived to the airport and were told the flight was delayed. First by 1 hour. Then by 2 hours. And finally by 3 hours. - Eventually our flight was cancelled. There was mass chaos with only a few agents trying to rebook a 200+ person flight. - We were given no information and the supervisor at ***, ******, seemed overwhelmed. - We were then told that the only option was to downgrade to economy and fly without any vegetarian meals - We were offered no apology or compensation. - The service on the flight was horrible. While the pursar, ****, was friendly, the staff in economy and the seats were terrible. - The flight got to the gate 3.5 hours late. - Only some of our luggage arrived and several of our luggage items were damaged. The luggage supervisor, Urwooj, did not apologize and offered no compensation for the two broken pieces. Later we heard that H323535323932353***30H had been cancelling the flight to ****** two days in a row. They did not notify us of this issue.

  Business Response

  Date: 06/16/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from 06 June  2025. This is in response to your BBB Case: 23468437.
  

  Thank you for taking the time to speak with me today. I know your time is valuable, and I appreciate you giving me an opportunity to discuss your recent experience. 
  

  Please accept my sincere apology for the disruption of your travel plans. Despite our best efforts to ensure our customers enjoy pleasant travel on American, there will be that inevitable occasion when problems arise. In these situations, we expect our team members to be sympathetic, resourceful, and flexible in responding to unavoidable difficulties. I regret that this was not your experience at Los Angeles International airport.
  

  Rest assured, we take your feedback seriously and the comments that you shared with me will be made available to our leadership team for further review and will be used to refine and update our practices. 
  

  Mr. Ganguly, we value your continued AAdvantage Executive Platinum® 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 in the future.

  Customer Answer

  Date: 06/28/2025

  Complaint: 23468437
  
  
  
  I am rejecting this response because American Airlines has offered no apology and compensation for the travel disruption. I will immediately stop traveling American Airlines and switch to other carriers moving forward. 
  
  
  
  Regards,
  
  
  
  Rajarshi Ganguly

  Business Response

  Date: 07/03/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from July 2, 2025. This is in response to your BBB Case: 23468437.
  
  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 our specialty team. You should hear from our team soon via email or phone. In the meantime, we thank you for your patience.
  
  We appreciate your AAdvantage Executive-Platinum® loyalty very much, Mr. Ganguly, and hope to have the opportunity to welcome you on board another American Airlines flight.

• Initial Complaint

  Date:06/13/2025

  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 had a flight with American Airlines booked on May 16, 2025 and my grandma died on May 15, 2025. Under American Airlines policy, I am entitled to a refund of this flight. Ive submitted a claim with all the required documentation under the normal processes 6-7 times, have spent 8-9 hours on the phone with American Airlines customer service, and have tried to reach out to the company on *******. Nothing has worked.

  Business Response

  Date: 06/16/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 13, 2025. This is in response to your BBB Case: 23466333

  Thank you for contacting us. I am happy to respond to your concern regarding your refund request.
  As you can imagine, at this time we are experiencing a high volume of customer requests and inquiries. I regret our delay in responding. Please know that our Refunds team is working hard to process your refund request as quickly as possible, as the status is in progress. In the meantime, we appreciate your continued patience.
  

  To check the status of your refund request, please visit us online at www.aa.com/refunds/. You’ll need the associated ticket number 0012243190267 along with your last name. Please allow up to 14 business days after the request is submitted for the information to be updated.
  

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

• Initial Complaint

  Date:06/13/2025

  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 was flying. The first flight got delayed sat on plane for almost 2 hours before was told we getting off. Went to next gate, the 2nd plane got delayed again and had to wait inside gate. I miss an important graduation and had to move back important thing due to the delays. I fill complaint with American Airline online and I only received $25. I was told at the gate Id get a credit for the price of flight I had paid.

  Business Response

  Date: 06/16/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 13, 2025. This is in response to your BBB Case: 23466272.
  
  Thank you for contacting Customer Relations. I am happy to respond to your inquiry regarding your flight AA3449 to  ****** *************
  
  I can only imagine how frustrating and disappointing it must have been to face multiple delays, especially when it caused you to miss such an important event like a graduation and disrupted other significant plans.
  
  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.
  
  On behalf of everyone at American Airlines, Mr. ****** please know that we appreciate you very much. As an AAdvantage member, your business means a great deal and we hope to have the opportunity to rebuild your confidence in us. It would be our pleasure to serve you again.

  Customer Answer

  Date: 06/17/2025

  Complaint: 23466272
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:06/13/2025

  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.

  My wife and I were scheduled to fly from ***** to ************* on May 31, 2025. We were scheduled to fly from ***** to *************************************** and then ********** to *************. Our flight #**** scheduled to leave at 1:59pm. We only had a 50 minute layover in **********. We were notified by American Airlines that our flight #**** was delayed at least an hour due to mechanical issues so we were going to miss our connecting flight in ************* to **********, and that was the last flight to ********** for that day so we would have had to stay overnight in *************. Instead American put us on flight #**** from ***** to ***** then flight#**** from ***** to ************. Then flight #*** ************ to ************* arriving in ********** at 10:32pm. Our original flight was scheduled to arrive in ********** at 6:52pm. We were over 3 hours late arriving in *************. The **************************** has a new rule stating that any domestic flight that is delayed or rescheduled over 3 hours arriving at its destination the airline is required to refund the customer the cost of there ticket. On top of this our luggage was put on the wrong flight in ************ to ********** so we did not receive our luggage for over 12 hours after the arrival of our flight. We paid $70.00 for bag fees and American Airlines says any bags delayed over 12 hours that the baggage fees would be refunded. I have contacted American customer relations on numerous occasions trying to get this rectified and all I am told is someone would contact me very soon and its been almost 2 weeks and no calls at all I submitted a complaint form #***********. These delays caused us to miss our sons wedding rehearsal and dinner on top of everything. All I want is what the government says is the rule for exceptionally delayed flight.

  Business Response

  Date: 06/16/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 13, 2025. This is in response to your BBB Case: 23464927
  

  Thank you for contacting us. I am sorry to hear you are disappointed with our previous response. 
  

  Please rest assured, 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. 
  

  Regarding your request for a refund, the *** 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, no refund is due. As your entire ticket was used, we must decline your request for a refund.
  

  I've looked at all the details and I can confirm that the resolution remains the same as before. We have provided miles of ***** miles as compensation as a tangible apology. While I understand this may not be the outcome you were hoping for, we carefully considered all aspects of your concerns.
  

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

  Customer Answer

  Date: 06/17/2025

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

• Initial Complaint

  Date:06/13/2025

  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.

  This is in regard to missing loyalty points that American Airlines AAdvantage is giving me the 4-month runaround. I purchased a car rental through AAdvantage Cars for 3/4-3/7. This rental included 2658 miles with the rental. I completed the rental; it takes 4-6 weeks for miles to be deposited. I chatted with AAdvantage cars on 5/8 to ask why they have not been transferred. They said they were transferred to American on 5/3 2658 miles. I called AAdvantage that same day and got the runaround, finally got a supervisor who escalated this to escalation department, and I was told 15 days to call back if you do not see points. I waited 30 days and still no points. I chatted again with AAdvantage cars again on 6/12 and they confirmed again that 2658 miles were sent to American in May. I called again to American AAdvantage on 6/12. Was given the runaround again by two agents, I then asked for a supervisor. The supervisor then tells me it can ***** days since rental and then told her has been over 90 days. She again said it is in escalation department. I then told her I have physical proof of the points that I should be receiving and proof that AAdvantage cars sent those points in early May. ******* P was the name of supervisor. Since I had been on the phone for over an hour, I had to leave for work. She said to email the proof to an email she was sending to me. Reply back to email with the attachments. I did this. I then was contacted by random agents who had no clue of my case and giving me old information. It is June 13, and they are still holding me hostage for loyalty points that I earned and that I should receive and I should receive extra for the harassment and incompetence of American AAdvantage. It is also false advertising since they have not honored what I purchased and was supposed to receive.

  Business Response

  Date: 06/16/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 13, 2025. This is in response to your BBB Case: 23464174.
  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 reach our AAdvantage® Customer Service team directly at 1-800-882-8880. Ask for the "Main Menu" when prompted, then request "AAdvantage® Account Service". Representatives are available to assist you daily from 7 a.m. to 10 p.m. (CT). 
  If you’re calling internationally, please click here for a list of our worldwide phone numbers.
  Thank you again for taking the time to share your feedback with us, Richard. 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: 23464174
  
  
  
  I am rejecting this response because: They refuse to credit my account even though the company AAdvantage car has sent the correct points over. My reservation is through them and not budget. They pass the buck, pass the buck. I was supposedly in the escalation department and told 15 days and now it's over 45 days. They keep moving the goal post. They are impossible to reach as you get a new rep each time. I have asked for supervisors and was told to email the documents but still no answer. I want my points that they owe me. Again, the points were confirmed by aadvantage cars and sent over early May. Check the documents. The proof is there. 

  
  
  
  Regards,
  
  
  
  Rich Hughes

  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: 23464174

  Please accept my sincere apology for the disruption of your travel plans. Despite our best efforts to ensure our customers enjoy a pleasant travel on American, there will inevitably be that inevitable occasion when problems arise. In these situations, we expect our team members to be sympathetic, resourceful, and flexible in responding to unavoidable difficulties. I regret that this was not your experience. 
  

  Additionally, because our specialty department has more expertise on your request, for any dispute regarding your inquiry, please contact our AAdvantage® Customer Service team.
  

  Thank you again for taking the time to share your feedback with us, Richard. 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: 06/24/2025

  Complaint: 23464174
  
  
  
  I am rejecting this response because: I have contacted the customer service and have been provided zero help. Aadvantage partners with aadvantage Cars and this company specifically states the large loyalty points were sent in May. AA customer service keeps blaming others instead of reading the proof I have sent and award me the points that I paid for and deserve. AA is involved in  false and libel activities and I want them to do what is right instead of passing the buck. I want the 2658 points that was advertised and paid for. 
  
  
  
  Regards,
  
  
  
  Rich Hughes

  Customer Answer

  Date: 06/24/2025

  Complaint: 23464174
  
  
  
  I am rejecting this response because: I have contacted the customer service and have been provided zero help. Aadvantage partners with aadvantage Cars and this company specifically states the large loyalty points were sent in May. AA customer service keeps blaming others instead of reading the proof I have sent and award me the points that I paid for and deserve. AA is involved in  false and libel activities and I want them to do what is right instead of passing the buck. I want the 2658 points that was advertised and paid for. 
  
  
  
  Regards,
  
  
  
  Rich Hughes

• Initial Complaint

  Date:06/13/2025

  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 booked a trip from **. ***** FL to *********** CA for 6/5-6/9/25 and upon my return back from ** on 6/9 my flight was delayed multiple times. This caused me to miss my connecting flight back home to Ft. *****. The ticket I purchased for this leg of my trip was a First Class seat. Upon going through AA process to submit a refund request for the cost difference of First Class to main cabin, I received a refund of $90.29. However, I know that the day of my trip they were asking me to upgrade my other flight to First Class for $395. Not only did I not get to use the First Class seat that I paid extra for, but I was caused to stay overnight in a hotel and not arrive back to my final destination until the next day. I've submitted several complaints and haven't received any response back. Additionally, I paid extra for a Main Cabin Extra seat on one of my flights to find out there was no window (for a window seat I paid for), and dealt with the sound of the exit door rattling the entire time. They should never charge extra for that seat. My entire experience was terrible, and trying to get anyone to respond is beyond frustrating. I tried to call AA Advantage customer service, but they can't help me because I have to go through their online process which is buried deep on their site - in fact the AA Advantage woman had to tell me where to find it (which took 10 steps to get there) so they obviously don't want you to file a complaint. I've never had such a terrible experience on a trip until this one. Not to mention the hotel voucher they gave me was terrible so I paid out of pocket to stay at a hotel onsite at the airport for my own safety. If I pay for something, and don't receive it plus have my trip home delayed the least they can do is respond promptly with a reasonable refunded amount.

  Business Response

  Date: 06/13/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 13, 2025. This is in response to your BBB Case: 23463970.

  I am so sorry that your trip to Los Angeles on June 09, 2025, did not go as planned. I can absolutely understand your frustration with the disruption and the incurred out-of-pocket expenses. That’s not at all the kind of experience we want you to have with us, and I sincerely regret that you were inconvenienced.
  

  When a flight is disrupted and we direct our customers to local hotels, we do our very best to make sure that the arrangements are satisfactory. Although we try to use our preferred hotels, sometimes, those hotels are full, and arrangements are made at alternate hotels. Still, I can understand that the situation was only made worse when you arrived at the hotel and were disappointed in the accommodations. I apologize for the added frustration.

  You can provide your receipts for further review and consideration by replying directly to this email. Simply add each receipt image individually to your reply as an attachment file. To ensure your email is routed properly, be sure to include the entire email chain in your reply and do not change the email Subject line. You can use your smart phone to photograph your receipts and submit them with any supporting documents using file types such as, JPG, TIF, BMP, PNG, GIF, DOC, PDF and XLS. It's important to note that our system cannot process High Efficiency Image Files (.heic) which are proprietary to certain technology devices. Also, the images need to be clearly legible. 
  Since we occasionally need to provide our customers with hotel rooms, we do have approved rates with local hotels in each city. Therefore, when we provide reimbursement for hotel expenses, we do so at that rate.

  Additionally, any meal receipts must be the itemized receipts that you received from the restaurant. We are unable to accept screenshots of bank statements or receipts that are not itemized. 
  Please also include your full mailing address in your response as reimbursement checks are sent via the postal service.

  Considering the information you’ve provided, I have 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 number 0012247672828. Please allow up to 14 business days for the information to be updated.

  Kristen, 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.

  Reference Number: 1-37539390884.

• Initial Complaint

  Date:06/13/2025

  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.

  On May 12, 2025, I shipped my 13-year-old dog, ****** from ***** to ****** using American Airlines Cargo through their ***************** (AWB: 001-99753135). I contacted PetEmbark multiple times to confirm that all required documentationespecially the veterinary certificatewas acceptable for unaccompanied travel. I was repeatedly assured by phone and email that everything was in order.However, when ***** arrived in ******, she was detained by Spanish authorities because the certificate submitted was only valid for accompanied travel under ** Regulation 576/2013. As ***** traveled unaccompanied, documentation under ** Directive 92/65/EEC was required. ********* failed to inform me of this, despite advertising personalized guidance for international shipments.The situation resulted in emergency travel, added boarding fees, and over $2,000 in costs. I submitted a formal complaint and rebuttal letter to American Airlines, but they declined any responsibility. I am seeking a refund of the $1,605.90 service fee plus compensation for avoidable expenses due to their failure to validate shipment documentation properly.

  Business Response

  Date: 06/13/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 13, 2025. This is in response to your BBB Case: 23463643.

  Thank you for taking the time to speak with me. I appreciate you sharing your perspective. Again, on behalf of all of us here at American Airlines, I am very sorry for what happened to your pet named Bella.

  Ive forwarded your request to our ***************************** for review. Someone from their team will be in touch as soon as possible. In the meantime, we're grateful for your patience.
  You can also visit *********************** page for a list of phone numbers, tracking information, and so on by clicking here.

  On behalf of everyone at American Airlines, Mr. ******* please know that we appreciate you very much and hope to have the opportunity to rebuild your confidence in us. It would be our pleasure to welcome you on board again in the future.

  Reference number: 1-37183132274.

  Customer Answer

  Date: 06/13/2025

  Complaint: 23463643
  
  I am rejecting this response because I am not satisfied with this response. While the tone is courteous, it does not address or resolve the specific complaint I submitted. American Airlines Cargo and ********* have not offered a reimbursement or accepted responsibility for approving and transporting my pet with the incorrect veterinary certificate, despite having full knowledge that the shipment was unaccompanied. I have already submitted a detailed letter and supporting documentation proving this failure in service. I respectfully request a formal resolution to the matter, not just an acknowledgment of receipt.
  
  
  Regards,
  
  German Berros

  Business Response

  Date: 06/17/2025

  As part of our partnership with the Better Business Bureau. This is in response to your BBB Case: 23463643.
  
  
  Im truly sorry to hear that youre disappointed with the 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.

  German, we hope this information is helpful. We appreciate your business very much and hope to welcome you on board again in the future.

  Customer Answer

  Date: 06/18/2025

  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,
  
  German Berros

• Initial Complaint

  Date:06/12/2025

  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 suitcase arrived in ***** with a damaged locking mechanism. When I lock the zippers, the one is able to be pulled out with no effort. You can see the dents in the plastic that indicate harsh use of the lock when it went through ***.

  Business Response

  Date: 06/13/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 12, 2025. This is in response to your BBB Case: 23462759.

  I sincerely regret that your baggage arrived damaged in Pennsylvania I can easily understand your disappointment.

  To file a claim for your damaged baggage, please click here. Once the claim form is completed and submitted, someone from our Central Baggage Resolutions team will review your claim form and be in touch with you as soon as possible. In the meantime, we’re grateful for your patience. To view frequently asked questions regarding delayed or damaged baggage, please visit us online by clicking here. 

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

  Customer Answer

  Date: 06/13/2025

  Complaint: 23462759
  
  
  
  I am rejecting this response because:

  I have filled out a claim for damaged luggage 4 times since wednesday. They have sent an email saying there is basically nothing they can do for the damage done to my suitcase. 
  
  
  
  Regards,
  
  
  
  Marissa Chiampi

  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: 23462759.

  Thank you for providing us with additional information. I’m sorry for the inconvenience and frustration you've experienced with your damaged luggage claim. I understand how disappointing it is to submit multiple claims without a resolution.

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

  Thank you, Marissa, for the opportunity to address your baggage concerns. It’s important that our customers have their belongings on time, every time they fly. We’ll continue to strive to improve this service. We hope to welcome you on board another American Airlines flight soon.

• Initial Complaint

  Date:06/12/2025

  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 was a passenger on an American Airlines itinerary that was delayed, causing me to miss my connecting flight. I had paid an additional $33 for a preferred seat on the original booking. However, when I was rebooked on the next available flight, that seat selection was not honored. I was placed in a standard seat without compensation or comparable seating.Despite the fact that the delay was through no fault of my own, American Airlines refused to refund the $33 seat fee or offer a travel credit. **************** was unhelpful and dismissive when I raised the issue.I find it unacceptable that I paid for a specific service that was never provided, and the airline has kept the payment without resolution.I am seeking a full refund of the $33 seat fee or a travel credit of equal or greater value. I also believe an acknowledgment or apology is warranted for the inconvenience and poor handling of the situation.

  Business Response

  Date: 06/13/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 12, 2025. This is in response to your BBB Case: 23462371.

  In reviewing our records, your flight delay was caused by weather. I understand the inconvenience this situation has caused but we do not offer compensation as a result. I can certainly understand your frustration with missing your connecting flight. 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.

  In regard to our customer service, our team is always expected to provide courteous and professional service to all passengers. I regret any inconsistency you encountered and sincerely apologize for the lack of professionalism you described.

  I would like to assure you that we take our customers’ concerns and feedback seriously. The comments that you shared with me today will be made available to our leadership team for further review and will be used to refine and update our practices. We want our customer journey to be the best in the industry, and we thank you for giving us the opportunity to drive change.

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

  To request a refund for your seat and to be sure that it is reviewed by the proper team, please visit www.aa.com/refunds/ to submit your request to our Refunds team using ticket number 0010628564642. 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.

  Richard, 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:06/12/2025

  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 purchased flights through american airlines on February 12th of this year. One of the flights was from ****** to *********, then ********* to ***********. There was a massive delay, >6hrs, for our flight leaving ******. This meant we would miss our connecting flight so AA booked a new one for us automatically instead of asking if thats what we wanted. We did not want this so we instead had them cancel the flight and they said they would refund us for that particular flight, we just had to file a refund a couple days later. So I did. They filed a refund of $25. The flight was more than that! I dont know the individual flight costs but I know the flight from ********* to GSP was not 25 dollars. I contacted american and they said to file an online complaint. Their response was simply a sorry and we will do better next time. I am unable to get a hold of anyone that will help. My ticket number is *************

  Business Response

  Date: 06/13/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 12, 2025. This is in response to your BBB Case: 23461716.

  I am so sorry to hear that your flight to Charlotte was delayed.

  We understand that we have a responsibility to our customers to reduce as much inconvenience and discomfort as possible during a disruption. Rest assured, we will use your constructive criticism to find ways to help us do just that.

  Considering the information you’ve provided, I have 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 number 0012214173513. Please allow up to 14 business days for the information to be updated.

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

  Customer Answer

  Date: 06/13/2025

  Complaint: 23461716
  
  
  
  I am rejecting this response because:

  A refund request was already submitted. This is what was already performed. I submitted a refund request and american only refunded 25 dollars. So you're just going to do the same thing again?? There is no progress here. You're simply running me in circles. I am attaching the previous refund request and payment amount to this as reference.

  The email response is once again more an automated thing rather than someone personally resolving this issue.

  
  
  
  Regards,
  
  
  
  Austin Brocker

  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: 23461716.
  

  Please forgive our delay in responding to your inquiry.
  
  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.
  
  Austin, 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.