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

  Philadelphia International Airport Terminal A Philadelphia, PA 19153

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  American Airlines

  3707 N Harbor Dr #103 San Diego, CA 92101

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  American Airlines

  7770 Milton E Proby Pkwy Colorado Springs, CO 80916-4925

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  Us Airways

  835 S 500 E Vernal, UT 84078-4444

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:06/12/2025

  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.

  On 4/23/2025 & 4/30/2025 flights to ******************* were cancelled. A complaint letter outlining rude gate staff relating to the need for standby flights for 4 as we were all traveling together to a resort But not listed as a group on standby so threatened to skip over if we didnt board when name was called. All of us needed to fly together. Also a request for reimbursement for Southwest flights purchased for 4 passengers traveling together $1,529.40 as all flights from **** to ******* were cancelled. On line assistance not available. App said no available flights on the 30th so booked on another airline as we had to get home. ** has not fully refunded points or taxes. Also seeking per diem resort expense of $218 as we could not use due to SW departure schedule. And $17.82 for airport meal. AA customer service couldnt help. Said to file on ********** at least 7 weeks for response. Ill send supporting documentation by mail.

  Business Response

  Date: 06/12/2025

  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: 23458934.

  Thank you for contacting us and for providing a detailed account of your recent travel experience. We sincerely regret the inconvenience and frustration you and your travel companions encountered during your planned trip to ****, ************** on April 23 and April 30, 2025.

  We understand how disappointing it must have been to face multiple flight cancellations, especially when traveling as a group. We also regret the experience you described with our gate staff and the challenges you faced while trying to secure standby seats together. Please accept our apologies for any lack of courtesy or clarity you encountered during this process, this is not the level of service we strive to provide.

  In reviewing our records, your flight AA3360 delay was caused by weather. I understand how frustrating and disappointing it can be when weather disrupts flight schedules. When these situations occur, we don't always have many alternate options to get you to your destination as scheduled. Although we try to alleviate your discomfort and make the situation a little less trying, I am very sorry that was not your experience when you traveled with us.

  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 regarding the impact this had on your travel plans. 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.

  Please accept my apologies for the difficulties encountered when your flight AA 3360 to ****, San Lucas  was delayed. I'm sorry that we were unable to re-accommodate you on another flight that met your travel needs, but ground transportation costs, alternate airline tickets and pre-paid holidays are not expenses we reimburse.

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

   If the delay is beyond our control, or you book your own arrangements without written authorization from American Airlines, you're responsible to pay for your hotel, meals and other expenses. An American Airlines agent may be able to help you find a hotel.

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

   Please know that, although were not providing additional compensation, we take your feedback seriously.

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

  Customer Answer

  Date: 06/14/2025

  Complaint: 23458934
  
  I am rejecting this response because:

  There were no flights available on the return flight home according to the app. In fact the app shut down and the customer service line was unavailable. We didnt know what to do so we found a flight on Southwest. We received no assistance from ** as it wasnt available. We need our money back for the return flight. This response doesnt address the extreme rudeness of gate staff on the way down. 
  
  Regards,
  
  ********* ********

  Business Response

  Date: 06/17/2025

  As part of our partnership with the Better Business Bureau. This is in response to your BBB Case: 23458934.
  
  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.

  We know that the customer service we provide can impact our customers' overall experience. I'm very sorry we didnt 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.
  Although we missed the **** this time, I hope we have the opportunity to restore your confidence in us. Your feedback shows areas that need improvement, and we appreciate the benefit of your perspective.

  On behalf of everyone at American Airlines, *********, 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: 23458934
  
  I am rejecting this response because:

  our travel companions got points used back. I want our points back, taxes paid back and additional points for poor customer service Otherwise this is fraud. Preferably I want $1529.40 for the return trip. I understand they are sorry but I have not been compensated for the flight I paid for. I need a person to call me. ************. This needs to be sorted out. They have stiffed me for our return flights. 
  
  Regards,
  
  ********* ********

• 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 am writing to file a formal complaint against American Airlines for their refusal to issue either a refund or travel credit for a flight I am unable to take due to a documented and urgent medical hardship.I had a flight scheduled for June 15 to ****** with my husband and kids (flight AA271). However, my mother was recently diagnosed with an aggressive and life-threatening form of cancer. As her primary caregiver and given that she cannot drive I am now fully responsible for transporting her to her chemotherapy and radiation treatments. Under these circumstances, I am unable to travel and therefore and husband and kids.I submitted a refund request directly to American Airlines including a detailed letter from a licensed physician confirming my mothers diagnosis and the nature of her treatment. Despite this, the airline denied my request entirely offering neither a refund nor travel credit. The decision was issued without any clear explanation or consideration of the seriousness of the situation.This experience reflects not only a lack of compassion but also a failure to support passengers facing legitimate emergencies. I believe this treatment is both unethical and potentially in violation of DOT guidelines for consumer protection in cases of unforeseen emergencies, especially those supported by valid medical documentation.I am prepared to provide full documentation of the medical condition, the refund denial, and my correspondence with the airline.Thank you for your attention to this serious matter.

  Business Response

  Date: 06/12/2025

  As part of our partnership with the Better Business Bureau. This is in response to your BBB Case: 23458296.
  
  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.

  Meriem, we hope this information is helpful. We appreciate your AAdvantage® loyalty very much and hope to welcome you on board again in the future.

  Customer Answer

  Date: 06/20/2025

  Complaint: 23458296
  
  
  
  I am rejecting this response because:

  No more updates received from you about communication and response from airline.

  
  
  
  Regards,
  
  
  
  Meriem Bezzate

  Business Response

  Date: 06/24/2025

  As part of our partnership with the Better Business Bureau. This is in response to your BBB Case: 23458296.
  
  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.
  Meriem, we hope this information is helpful. We appreciate your AAdvantage® loyalty very much and hope to welcome you on board again in the future.

• Initial Complaint

  Date:06/12/2025

  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.

  I booked an economy class flight on AA on in February going from *******- LA Then a business class ticket from ************ cost of ticket over $5000.00 including return (not business class) After we all boarded the flight in ******* the pilot announced overhead he had no gas. So we had to gas up- unfortunately this made me miss all my connections. After many conversations with AA, I was finally placed on a flight on ***** airlines by AA later that night and then to *******-******* the next day. I requested AA a refund of my money for a business class ticket- economy ticket I got on my LA- ******* leg. I spent over 1-1/2 hours on the phone with them today. First they denied getting the claim Even though I was told a few weeks before it was pending. Then someone else came on the phone And said my claim was denied back in March. I had been told i had to wait until the completion of the entire trip before I could apply for the refund.I returned in April and applied with the completion of my trip in April. What can I do this is a lot of money?

  Business Response

  Date: 06/12/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 11, 2025. This is in response to your BBB Case: 23458092.

  I regret to hear that you were downgraded from Business Class, our goal is to always accommodate our customers in the class of service they purchase.
  Under the circumstances, I've requested a refund for the downgrade. Any applicable refund will be issued to the original form of payment, and our Refunds team will email you directly with the refund information.

  You can track the status of the refund request by visiting ***************************** and using the associated ticket number 0012192961147 along with your name. Please allow up to 14 business days for the information to be updated. In the meantime, were grateful for your patience.

  On behalf of everyone at American Airlines, Dr. ******** 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.

  Customer Answer

  Date: 06/16/2025

  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:06/11/2025

  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 June 7, 2025, I flew with American Airlines from ******'s to *********,** on flight 304. Upon arrival, I found that my bag had been significantly damaged. The wheels was broken and the suitcase was cracked. I reported the issue and attempted to follow the claim process, but I have not received a proper resolution or reimbursement.I am requesting a refund for the damaged luggage or a replacement as per American Airlines' baggage policy. I have photos and documentation of the damage and am happy to provide them upon request.

  Business Response

  Date: 06/12/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 11th,2025 . This is in response to your BBB Case: 23457769
  

  I’m truly sorry to hear about the damage to your luggage during your recent flight with us from Curaçao to Charlotte, NC on June 7, 2025. I completely understand how frustrating and disappointing this situation must be, especially after a long flight, and I want to assure you that we're here to help resolve it. We take great care in handling our passengers’ belongings, and it’s concerning to hear that your bag arrived in such poor condition.
  

  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. 
  

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

• Initial Complaint

  Date:06/11/2025

  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.

  Dear BBB,Thank you for taking the time to read my message.I booked a round-trip flight through Expedia with American Airlines from ****** to ***************. Without any prior consultation or approval, the airline changed my return flight to depart approximately 8 hours earlier than originally scheduled. This new time was not feasible for me, so I changed the flight back to the original schedule.After checking in for the corrected flight and paying for my baggage, I arrived at the airport only to discover that my flight had been canceled againwithout any notification. I was told I would need to fly out the following ****** a result, I was forced to incur unexpected and avoidable expenses, including a hotel room, transportation to and from the hotel, additional meals, and another baggage fee. I also lost a full day of work. This experience was stressful, costly, and deeply frustrating. I believe this behavior was unacceptable, and I am seeking a resolution.I am requesting a reimbursement of $1,076.78, which includes the cost of the flight and all related travel expenses, itemized below:Plane fare: $553.11 Checked bag: $35.00 **** (to hotel): $14.99 **** (from hotel): $15.95 Hotel: $108.15 Food expenses: $60.66, $19.43, $4.27, $35.22 Lost wages for missed workday: $250.00 All relevant receipts are attached to support this claim.I appreciate your assistance in helping me resolve this matter. Please let me know if you need any further information or documentation.Sincerely,**** R **** ************ ********************

  Business Response

  Date: 06/12/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 11, 2025. This is in response to your BBB Case: 23456521.

  Thank you for reaching out and for providing a detailed information of your recent travel experience. We sincerely regret the inconvenience and frustration you encountered during your trip from Denver to Fort Wayne, and we appreciate the opportunity to address your concerns.

  We understand how disruptive it must have been to have your return flight rescheduled without prior notice, only to face a subsequent cancellation on the day of travel. The lack of communication and the resulting impact on your plans, including unexpected expenses and lost wages, are understandably distressing.

  After a thorough review of your case, including ticket 0017228403596, we can confirm that a cancellation notification for your flight AA0577 from Dallas to Denver was sent to you via email at 11:49 AM, with the flight originally scheduled to depart at 9:08 PM. This means you were notified 9 hours and 19 minutes prior to the scheduled departure time. We also acknowledge that you provided a screenshot of this notification, which aligns with our records.

  In reviewing our records, your flight AA577 cancellation 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. We understand that our customers depend on our schedules and I wish we had been more successful in minimizing your inconvenience. Consequently, airline schedules are subject to change without notice, especially when weather and Air Traffic Control impact our operations.

  Please accept my apologies for the difficulties encountered when your flight AA0577 to Denver was canceled. I'm sorry that we were unable to re-accommodate you on another flight that met your travel needs, but out-of-pocket expenses are not what we reimburse when a flight is cancelled due to uncontrollable delays or cancellations.

  Our records indicate your ticket has been fully used for your travel from Fort Wayne to Denver, connecting in Charlotte. With that in mind, since the full ticket value has been used and the ticket has no remaining value, a refund is not applicable.

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

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

  Customer Answer

  Date: 06/14/2025

  BBB Case 23456521 — Request for Refund/Reimbursement Due to Flight Disruption and Mishandling
  
  
  Dear Better Business Bureau and American Airlines,
  
  
  Thank you for your detailed response regarding my case. While I appreciate the acknowledgment of the inconvenience I experienced, I must respectfully disagree with the resolution presented. I am requesting reconsideration and appropriate compensation based on the following:
  
   1. Notification Timing Was Insufficient for Realistic Action
  
  American Airlines asserts that a cancellation notice was sent at 11:49 AM for a 9:08 PM flight, and while this may meet the technical definition of notification, it fails to account for realistic passenger logistics.
  • I had already checked in for the flight and paid for my baggage — thus fully committed to traveling that evening.
  • No meaningful attempt was made to re-accommodate me proactively. I had to seek out alternatives on my own at personal cost and stress.
  • No mention is made of airport personnel’s handling of the situation, which was confusing, unhelpful, and contributed to my inability to secure a timely alternate flight.
  
   2. Weather Exemption Should Not Eliminate Responsibility
  
  
  While the flight cancellation was attributed to weather, the responsibility does not end there:
  • Airlines are still required to offer basic customer support, including clear rebooking options, especially for passengers who are already at the airport and have prepaid expenses.
  • I incurred out-of-pocket expenses and lost time due to lack of support and failure to offer realistic alternatives. These are not merely inconveniences — they are direct financial losses.
  • I would appreciate clarification on what weather conditions specifically grounded Flight AA0577, especially as other flights that evening appeared to operate.
  
  3. The Ticket Being “Used” Does Not Mean the Service Was Fulfilled
  
  
  American Airlines states that the full ticket value was used; however:
  • The return portion of the trip was substantially disrupted.
  • A “used” ticket does not excuse the fact that the service promised was not rendered as scheduled, nor in a timely or supportive manner.
  
   4. Goodwill and Accountability
  
  
  While I understand the Conditions of Carriage give airlines significant discretion, customer care and basic fairness should prevail in cases like this:
  • I was given no meaningful compensation, refund, or voucher, despite my willingness to resolve this amicably.
  • I am asking not for compensation due to the cancellation itself, but for the mishandling and lack of support that followed.
  • Even a travel voucher, bag fee refund, or partial credit toward future travel would demonstrate goodwill.
  
   Requested Resolution
  
  
  I am requesting a full refund of my ticket and any prepaid fees (including baggage), as the disruption was not just about weather — it was about how the situation was handled and the failure to deliver what I paid for.
  
  Thank you again for your time, and I hope American Airlines will take this opportunity to demonstrate a customer-first approach. I would very much like to continue flying with your airline in the future — but I hope this matter can be resolved fairly.
  
  
  Sincerely,
  Jose Mier
  
  
  

  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: 23456521.
  
  I'm sorry your travel plans were negatively impacted when it became necessary to cancel your flight due to weather conditions. I regret, too, that your disappointment was only compounded when you learned that we didn't have seats available on an alternate flight right away. Given the complexity of weather events, our next flights can be extremely full. Please know that we will continue to find ways to minimize the associated inconveniences caused by flight disruptions. While safety will always be our primary consideration, your feedback will help us as we focus on this challenge.
  

  As mentioned in our previous correspondence, we do not reimburse or compensate when a flight is delayed or canceled due to uncontrollable reasons. I regret any disappointment this may cause.
  

  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.
  

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

  Customer Answer

  Date: 06/21/2025

  Complaint: 23456521
  
  
  
  Dear American Airlines Customer Relations,
  Thank you for your response to my BBB case (#23456521). While I appreciate your acknowledgment of the situation, your reply fails to address the full scope of the disruption and the breakdown in customer service that followed.
  I understand that weather-related cancellations may be classified as beyond your control. However, the core issue here is not just the cancellation, but rather the sequence of errors, lack of communication, and failure to provide viable alternatives after the fact:
  My flight was inexplicably rescheduled without my consent to a time that was not feasible.
  I had to manually change it back, wasting my time and adding stress.
  After checking in and paying for baggage, I arrived at the airport to find the flight canceled with no suitable rebooking options provided.
  I was left stranded without support or accommodation, despite following all proper procedures.
  This situation caused me significant inconvenience, additional expenses, and lost time—none of which your response acknowledges, and which go beyond mere weather disruption.
  Therefore, I am respectfully requesting a full refund for the affected leg of travel, reimbursement for baggage and hotel fees, and/or a travel voucher as a gesture of goodwill. A blanket policy against compensation in weather events should not excuse poor handling and a failure to provide timely customer support.
  If this cannot be resolved through this correspondence, I will be escalating the matter further through additional consumer protection channels.
  Thank you again for your attention. I look forward to a resolution that reflects American Airlines’ commitment to customer care.
  
  
  
  Regards,
  
  
  
  Jose Mier

• Initial Complaint

  Date:06/11/2025

  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.

  Unfair business practice. On 6/8/2025 I mistakenly made a purchase for round trip airfare from ONT to PVD. I confused an am flight with a pm flight. I was alerted of my mistake with I received a flight schedule change message. When I called to inform American Airlines of my mistake I was informed that I would be penalized $99.00 per passenger to cancel and rebook. That' a pretty harsh penalty for an honest mistake, especially on a senior citizen!

  Business Response

  Date: 06/12/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 11, 2025. This is in response to your BBB Case: 23456369.

  I understand how frustrating it can be to realize that you've reserved the wrong time when booking a reservation online. Although our website does have several opportunities to review and confirm your selected itinerary prior to purchase, we know that mistakes can still happen.

  If your ticket was booked at least two days before departure, we offer our customers 24 hours from initial ticketing time, or until 11:59 p.m. the following day, to call us and correct the itinerary. Please keep in mind, any difference in fare will be applicable for any changes made.

  Basic Economy fares are generally non-refundable and non-changeable. This option provides eligible AAdvantage® members an option to cancel certain domestic Basic Economy tickets on aa.com or American's mobile app and retain the ticket value in the form of a Trip Credit, less a $99 Basic Economy Cancellation fee. I appreciate you taking the time to share your comments about this.

  Our Reservations team will be happy to assist you with any inquiries relating to future travel. They can be reached 24 hours, 7 days a week through Chat at aa.com/chatnow.

  If you're contacting us from outside of the United States or Canada, please click here for a list of our worldwide phone numbers. Be sure to have your flight details ready when you call, including your confirmation code.

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

  Sincerely,

  Ashlin Kennedy
  Customer Relations
  American Airlines

  AA Ref#1-37526038066

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against American Airlines for the mistreatment of myself and my autistic daughter on June 7, 2025, flight AA2050 (********** to *******, Conf. Code: QBLKTT).Despite providing her disability information in advance, we were ignored at **************** while other passengers were prioritized. After waiting 15+ minutes, I politely asked for assistance, and the agent, ******* *., was cold and dismissive.We were assigned separate seats and forced to handle seating ourselves at the gate. A gate agent then made the offensive comment: "Next time you should spend more money and buy your seats together so this doesnt happen again." Flight attendants onboard provided no real assistance.This entire experience caused unnecessary distress for my daughter and was completely avoidable if staff had followed proper disability accommodation procedures.I am seeking a full investigation, formal apology, corrective staff training, and compensation for this unacceptable treatment.

  Business Response

  Date: 06/12/2025

  As part of our partnership with the Better Business Bureau, I've received your correspondence. This is in response to your BBB Case: 23455785

  We deeply apologize for not meeting your expectations during your recent experience with us. At American Airlines, we pride ourselves on providing personalized and friendly service in all situations. Our customers should always experience polite, professional service from our employees, regardless of the circumstances. 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.
  

  We understand the importance of being aware and sensitive to the needs of passengers with disabilities. Like all carriers, American Airlines is required to provide training to our employees with respect to awareness and providing appropriate responses to passengers with disabilities, including persons with physical, sensory, mental, and emotional disabilities, and how to distinguish among the differing abilities of individuals with disabilities. 
  

  Although we believe our employees received the necessary training and there was no regulatory violation that occurred regarding said training, we are sorry to learn of your disappointment with the service you received. Please know that we do not condone a lack of courtesy towards any of our valued customers. Mr. Divino, 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.
  

  I appreciate you giving me the opportunity to respond to you about your recent experience. While you are always free to contact the Department of Transportation Aviation Consumer Protection Division about the difficulties that occurred, I hope I was able to resolve the issue for you. Should you ever need assistance following a trip you've taken with us, call our Past Travel Disability Assistance Line at 1-800-892-3624. If you’re calling from outside the United States or Canada, you can call our Past Travel Disability Assistance Line at 682-286-5070. We're here to help.
  

  Mr. Divino, 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 in the future.

• Initial Complaint

  Date:06/11/2025

  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 have had immense communication issues with American ******** service the last few days. Please advise. 1. My flight on Friday, June 6th was cancelled. I was told it was due to staffing issues, but several days later I was told it was due to weather. 0 other flights were cancelled that day for weather on my flight path, no weather reports at my destination city, no weather reports at my departure city. I had to rent a car for $178 to drive to my destination and I missed my sister's wedding dinner as a result. I am eligible for compensation for this flight, which I was told multiple times on the phone and at the ** desk. I talked with someone on the phone who confirmed my automatically rebooked flight on June 7th had been cancelled at my request and and was eligible for a refund. 2. My return flight was also delayed several hours and eventually cancelled. While I understand this was truly due to weather, I believe I am entitled to compensation for the entirety of the trip due to severe communication issues. 3. I received a response denying my refund request seemingly for my return flight, with 0 acknowledgement for the promised refund on the unflown portion. I have spoken with multiple phone agents who reassure me that I am eligible for compensation.

  Business Response

  Date: 06/12/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 11, 20245. This is in response to your BBB Case: 23455510.

  Thank you for reaching out and for sharing the details of your recent experience. I truly regret to hear about the communication challenges and disruptions you’ve faced, and I understand how frustrating this must have been, especially given the personal significance of your trip.

  In reviewing our records, your flights AA4464 and AA5162 cancellation were caused by weather and Air Traffic Control. Air traffic disruptions can be the result of weather conditions, congestion at the destination or origin city, weather along the flight path, or ground stops/holds. When situations like this occur, Air Traffic Control will decrease the number of take-offs and landings which impact the number of flights that can operate. It may appear that other flights were unaffected, this is because a portion of flights may have been delayed or canceled to free up space and minimize traffic.

  Since these disruptions are outside of our control, we would not offer compensation or reimbursement for your expenses. I am sorry to hear your plans were impacted and you arrived to Washington later than planned.

  I understand you were initially informed the cancellation was due to staffing, and later told it was weather-related. I recognize how confusing and frustrating this conflicting information must have been. While our records indicate the cancellation was ultimately attributed to weather, I understand your concern given the lack of reported weather issues along your route. While this cancellation was due to weather, we understand your broader concern is the severe communication breakdown throughout your trip.

  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.

  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 0012244777144. Please allow up to 14 business days for the information to be updated.

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

• Initial Complaint

  Date:06/11/2025

  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 yesterday at 2;00 pm local time from MEX-**** the flight was delayed so much for engineerings issues, kept us on the plane for so long and lost my presentation that I had to do in the city of *****, my ticket #*************-5 its incredible that such an airline just don't do their check list prior of boarding to see tech issues with the plane and delay the people so much and don't offer you neither a cup o coffee or a any compensation whatsoever. I lost a nice paycheck thanks to American Airlines.

  Business Response

  Date: 06/12/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 11, 2025 This is in response to your BBB Case: 23455414.

  From reading your correspondence, it's clear that you didn't have the best time traveling with us on flight AA505. I'm truly sorry to hear that your flight to Miami didn't go as planned. I can only imagine how frustrating that must have been, especially given the importance of the presentation you were scheduled to attend. Travel disruptions are never easy, but missing a key event like that adds another layer of stress and disappointment.

  The nature of our business requires that we check all systems of an aircraft shortly before departure. While many systems are checked overnight during routine maintenance or due to a prior crew report, some systems do not show any irregularity until the ground power unit is connected or the engines are started.

  In this case, once the ground power was connected and customers were boarding the aircraft, a mechanical issue was discovered. When this happens, a new departure time is established based on the estimated time required to correct the issue. Although this situation is rather inconvenient, the safety of our customers and team members remains our top priority. We would never want to jeopardize this commitment and will not hesitate to delay or cancel a flight in the interest of safety.

  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.

  However, as a tangible apology, I've made arrangements for a $50.00 Trip Credit to be sent to you via separate email to use toward the purchase of a ticket for travel on American Airlines or American Eagle® within one year from the date of issue, unless otherwise listed. While a Trip Credit is nontransferable and cannot be sold or bartered, it can be used to buy a ticket for anyone. It may also be helpful to know that although the Trip Credit must be applied toward a ticket prior to expiring, travel can extend past the expiration date. All applicable terms and conditions can be viewed by clicking here.

  On behalf of everyone at American Airlines, Ana, 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.

  Sincerely,

  Ashlin Kennedy
  Customer Relations
  American Airlines

  AA Ref#1-37516284937

• Initial Complaint

  Date:06/11/2025

  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 purchased 2 tickets from *** to DFW confirmation number LVGMDF. Today I called to see if I could change the flight home and was speaking with the agent. I DID NOT give them the authorization to cancel my flights because I had not agreed and was asking if we could, how much it could be. He told me the flight would be $1000!!! I said let me look, I pulled up the app and it said $302 for each. He also said my reservation was only for one person which is wrong. He didnt have a clue what he was talking about so I asked to speak with a manager. He put me on hold then the same exact person came back on the line trying to sound like someone different. Again the entire time I did not agree to cancel both my flights or any flights and now I only received $465 out of $700 and no one is helping me. I have reached out to the phone number so many times and I am not getting anywhere. Please pull the call and see what I didnt not approve this and give me my $700 back!!!!

  Business Response

  Date: 06/12/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 11, 2025. This is in response to your BBB Case: 23455123.

  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 that you were inconvenienced by the misunderstanding with your travel reservation. I'm truly sorry. We make every effort to assist our customers accurately and efficiently with their travel plans.

  Rest assured, your feedback regarding this matter gives us the opportunity to improve and we are grateful for the benefit of your perspective.

  Trip Credit 0014463039053 is $331.97 and the seat is under ticket 0010626005541 is $21.11 which are under your name. Trip Credit 0014463039052 is also $331.97 and the seat is under ticket 0010626005542 and that is $20.48. The total cost of these tickets are $705.53.

  On behalf of everyone at American Airlines, Melissa, 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: 06/12/2025

  Complaint: 23455123
  
  
  
  I am rejecting this response because:new airline tickets are $1277.92 doesn’t even include seats. The airplanes are about full and I will have to book today. I will pay the difference out of my pocket but I will need to be reimbursed $572 back in my form of payment! I shouldn’t have to pay this ridiculous amount extra when I did not authorize them to cancel my flights!! It won’t allow me to add this picture of the price here. 
  
  
  
  Regards,
  
  
  
  Melissa Hutchens

  Business Response

  Date: 06/13/2025

  As part of our partnership with the Better Business Bureau, I've received your correspondence. This is in response to your BBB Case: 23455123.

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

  Customer Answer

  Date: 06/13/2025

  Complaint: 23455123
  
  
  
  I am rejecting this response because:the business lied and did not give me the $705. Please see screen shot as they are only giving me $232.97x2! I have called and emailed many times between yesterday and today with 0 response. They advised that if I emailed they would respond and that’s the case. I leave in a few days and there is only a few seats left so I am forced to pay out of pocket for these. I need my money back for the tickets I am buying!!! A refund, not trip credits since they are failing to answer or reply back. I will continue to escalate this matter. I shouldn’t be responsible for over $600!
  
  
  
  Regards,
  
  
  
  Melissa Hutchens