Business Profile

Airlines

American Airlines

Headquarters

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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

Customer Complaints Summary

7,311 total complaints in the last 3 years.
3,164 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.

Initial Complaint
Date:07/25/2022
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 2 tickets to fly to ******* on April 5, 2022 . It was a 2 stop flight, from ****** to ****** and from ****** to *********. We flew from ****** to ******, but they canceled the flight to *******. They could only rebook us on a flight that would get us to our destination 3 days later so we couldn't go as we were flying for a specific event. Now the airline is refusing to give us a refund. First, they refuse to refund the full amount of $1946.03, because they said we flew from ****** to ******. They claim that one hour flight was over $400 per ticket. They only said they could refund $860 dollars, and they will not refund the money. They are only giving us a voucher because they say "they must adhere to the terms and conditions", but their website clearly states if the airline makes a change I am allowed a refund to my original payment method. I was in a plane with hundreds of people, so I'm sure I'm not the only one this has happened to. I paid for a service, they didn't provide it and now they are refusing to give me my money back.
Business Response
Date: 08/02/2022
********* was contacted on July 27, 2022 under case# 1-31696407608. Please see attached.
Customer Answer
Date: 08/15/2022
Complaint: ********

I am rejecting this response because:
Im writing your company again because I had a canceled flight with American Airlines and still fighting with the company to refund me my money to the original payment method. I did receive a travel voucher what I didnt want and according to there policy of the cancel the flight I supposed to get my money back and not a travel voucher.
I already have a claim number because your company already contacted AA but still nothing.
My claim # ********.
Im so frustrated with everything and dont know what else to do and hope your company can help me with this issue.

Regards,

***********************
Business Response
Date: 08/23/2022
Passenger currently has case# 1-31727777373 open and will receive a response soon. Please see attached.
Initial Complaint
Date:07/25/2022
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 2, 2022 I was on a business trip from ****** to ******* with a connecting flight in ************. On arrival in ************, I was informed my flight to ******* was canceled (no reason provided; there were no reported weather issues in both locations). After waiting in the line for almost an hour to be rebooked, I was informed that I can only be confirmed on a flight next day at 6:30PM EST, delaying my arrival in ******* by more than 24h. The ** ticket booking employee advised to re-check my luggage since it was already checked-in to *******. And that was the last time I saw my luggage, 52 days ago. I filed a claim with the baggage office as soon as I landed in *** on June 3, 2022 with the promise to receive a call or an email within the next 24 hours. Both of which never happened. With no updates by June 6, 2022, I call the ** Customer Service and also the ** Baggage Claim office I was first told that my luggage never left ************, then told that it was in ********* and later told that it was actually in ******* but they cannot locate it. By June 7, 2022 my luggage was officially declared as lost and a lost baggage claims file was opened. However, the official enquiry did not start until June 12, 2022. Between June 7, 2022 and June 22, 2022 there were few email exchanges between the Central Baggage Specialist about ** reimbursement policies which made it plenty clear that the airline wanted to take no responsibility or accountability for their mistake. On July 12, 2022 I received an email from the airline informing me that my baggage was lost and Im now eligible for the reimbursement, however, I had to provide original receipts' for items over $100. As of today, I have not heard back from ** on the outcome of my reimbursement request. The company never acknowledged the emotional distress that I was put through at no fault of mine and the amount of time I had to take away from work for the inconvenience they caused.
Business Response
Date: 08/02/2022
Passenger was contacted on July 25, 2022 under case# 1-31688905522. Please see attached.
Customer Answer
Date: 08/04/2022
Complaint: 17615179'

Dear ******,

I am rejecting this response because AA is not taking any accountability or responsibility for unacceptable standards of customer service. As a matter of fact, if you search the web, stories about AA failing their customers are abundant. Based on consumer complaints filed with BBB and DoT, it is clear to me that AA needs to make a commitment to serve their customers with respect and reliability that we deserve.
I do not think adding more miles to my account dissolves AA of their responsibility towards their customers and gets them off the hook for disrespect I have experienced with them. The only way this can be resolved is when AA commits to and takes steps towards rectifying their incompetence.

Thank you,
***********************
Business Response
Date: 08/12/2022
Passenger was contacted on July 26, 2022 under case# AA-22SEN-G30T08. Please see attached. Passenger also has a DOT case open and will receive a reply as soon as possible.
Customer Answer
Date: 08/20/2022
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:07/25/2022
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 booked an American Airline flight to ******* for ****** vacation. But due to the economic situation, I cancelled this trip. ****** provided cash refund but American airline only provided flight credit. I and my family will not need another flight in the next year because we are not regular or business travelers. We should get cash refunds.Aa rec locator:: HICJWO
Business Response
Date: 08/02/2022
Passenger was contacted on July 26, 2022 under case# 1-31696002592. Please see attached.
Initial Complaint
Date:07/25/2022
Type:Customer Service 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.
DISABLED VETERAN. Paid well over $200+ due to American Airlines late cancellation and changed dates of Flight resulting in having to stay In ***. My disabilities will not allow me to sit somewhere like an airport with no food, nowhere to sleep and no clue of when Ill be able to get another flight! I also have medication to take on time ! So I had to scramble to find some cheap motel to stay in close to *** because they changed my flight from ********* to *** and I then had to pay for the transportation from ********* to this motel hotel or whatever it is I also have to pay for transportation back to the airport in the morning and I also want to be reimbursed for the cost of food because this is ridiculous I shouldnt of had to spend one dime! ******************* at *** was a complete A** I also want the cost of that flight reimbursed due to the fact that I selected and pay for a Window Seat and have been issued a ticket to sit in an aisle because again Im being thrown on the next thing on another airline 12+ hours from the time my flight shouldve departed on it original date. if I didnt happen to have cash on hand I wouldve been left in the cold messing with AmericanAirlines and to top it off they were unapologetic about it! I want reimbursement and a refund for the original ticket! More receipts to come when I go back to the airport in the morning. I have not flown with this airline in over eight years due to their crappy service and here it is eight years later its the same stuff if not worse employees are unhelpful AND rude, customer service phone line are unhelpful and the people who work in the ticketing department are just as unhelpful this is overall a terrible airline and I want my money back. I have never been so unhappy about a flight situation until Ive dealt with American Airlines again!
Business Response
Date: 08/02/2022
********* was contacted on July 26, 2022 under case# 1-31696002375. Please see attached.
Customer Answer
Date: 08/02/2022
Complaint: 17613893

I am rejecting this response because: I was informed by American Airline employees that I would be receiving reimbursement for my out of pocket costs with this trip. I have no desire to travel with American Airlines again after this incident so travel credits and miles do nothing for me and do not move me nor make want to travel with them again. I wouldnt want to risk this kind of headache again.

I also would like to know what will be done regarding the *** manager ***** and his rude service.

*****************************
Business Response
Date: 08/11/2022
********* was contacted on Aug 11, 2022 under case# 1-31747883644. Please see attached.
Customer Answer
Date: 08/11/2022
Complaint: 17613893

I am rejecting this response because:

The Whos, whys, the weather prediction and trip credits when i have said I will never fly with you again are killing me.

Correct the WRONG. I dont work in their accounting, nor their customer service advocacy department; however, it seems to be failing to connect the dots in how the resolution should be handled & I should not have to do the math for them.

The only solution that is acceptable is American needs to reimburse me for ALL costs incurred DUE to that. All $232.26 of it. Not just the hotel cost.

I did not choose to stay overnight, nor have to go to another airport across town. That was their doing. Im a disabled veteran that lives on a fixed income and I shouldnt have had to spend any of it on this. Again. The solution is full reimbursement since they keep seeming to want to do everything but that. I will not accept any solution outside of full reimbursement. Keep your trip credits.

*****************************
Initial Complaint
Date:07/25/2022
Type:Billing 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.
Return flight ******** charged baggage fee for AA flight. Should be Free with AA. Ticket number: *************. Request $50 refund.
Business Response
Date: 08/02/2022
Passenger was contacted on July 27, 2022 under case# 1-31696002723. Please see attached.
Customer Answer
Date: 08/02/2022
Complaint: 17613179

I am rejecting this response because it offers no resolution.

Regards,

***********************
Business Response
Date: 08/10/2022
Passenger was contacted on August 5, 2022 under case# 1-31733528687. Please see attached.
Customer Answer
Date: 08/10/2022
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:07/25/2022
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.
My husband and I purchased tickets to *************** during the pandemic. We received credits for those tickets but when I called back to use them they told me they no longer existed. I would like to get my tickets back, please.
Business Response
Date: 08/02/2022
Passenger was contacted on July 26, 2022 under case# 1-31694545615. Please see attached.
Initial Complaint
Date:07/25/2022
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 company lost one of our bags and is refusing to reimburse us or track our lost bag. They also never answer their phone so I cant try and resolve with this issue myself.
Business Response
Date: 08/02/2022
Passenger was contacted on July 28, 2022 under case# AA-22RANKIN-H37Q23. Please see attached.
Initial Complaint
Date:07/25/2022
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 7/18/22 I boarded American Airlines flight AA **** from *** to ***. Our flight had already been delayed 1 hour due to weather. We boarded at 2:30 pm and sat on the runway for about 1.5 hours after lightning had been spotted in the area. When we were cleared we drove around the tarmac for another 2 hours, but returned to the gate to refuel. Once back at the gate we were told we could get off the plane, but there was no guarantee we could get back on (that day or find any flight to CMH that day or the next). The worst part was that we were not allowed to use the restroom for the first several hours. The flight attendants did not bring us water or food until 5:40 pm (3 hours later). We finally took off at 7:00 (after sitting on tarmac for 4.5 hours). Not only was this inhumane, but the flight attendants were rude any time we asked what was going on. One attendant told me I should have used the restroom earlier and could not go (after sitting there for hours). There was absolutely no communication and the staff all kept saying they were as frustrated as we were. That is part of their job. To find out information, take care of their customers, and remain calm. They did none of that. It was the worst experience flying Ive ever had. As an AAdvantage credit card member I was especially disappointed and disgusted at the lack of professionalism exhibited.
Business Response
Date: 07/30/2022
Passenger was contacted on July 27, 2022 under case# 1-31694366029. Please see attached.
Initial Complaint
Date:07/25/2022
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.
NEVER EVER USE AA (American airlines) Today 7/22 at 5 AM I started to look for a flight from ********* to ****** and I seen a ?? I wanted but had questions I called I get a rude female representative so I ask for a supervisor she hung up I called back I was mad she was like a broken record sir what can I book for you today I want to speak to a supervisor Click I call the third time and I was like change my tone a bit I was being polite I say *** I speak to a supervisor the ghetto lady sure for what I said because I been hung up on two times she was like oh Then she said well if I book your reservation then you can speak to a supervisor I was like I did timeshare that is a TS move no why would I book with a company that keeps hanging up on me when all I was trying to do was varify if my reservation went in the system She was like well you can't speak to a supervisor go to aa.com to file your report So I said you know this conversation is being recorded and I will be seeking someone head there right Well the supervisor is going to tell you the same thing Then she put me on hold for five minutes only to come back and say sir as I told you no supervisor will take your call Go to aa dot com I was fuming by that time I gave her a few kind words right before she hung up on me. I told her you were the first one I spoke to she was like sir I just clocked in what you talking about I am done this is going also as a review on social media #Boycottaa #boycottamericanairlines I am missing my aunt's funeral because they have #ghetto careless representatives That could have simply answered a few questions about the timing of the flight
Business Response
Date: 08/02/2022
********* was contacted on July 27, 2022 under case# 1-31694629715. Please see attached.
Customer Answer
Date: 08/02/2022
Complaint: 17609531

I am rejecting this response because: I did not even get an apology we are sorry you missed your aunts funeral because of our rude staff and the booking not appearing in our system at 6 AM the morning of your flight the rambling about their partnership with the BBB really shows how unethical and how they deserve to be kicked out of the BBB for really being nothing but the worse company in the industry #boycottamericanairlines

Regards,

***************************
Business Response
Date: 08/09/2022
********* was contacted on August 2, 2022 under case# 1-31726839828. Please see attached.
Customer Answer
Date: 08/10/2022
Complaint: 17609531

I am rejecting this response because: NO I NEED A REFUND.

Regards,

***************************
Initial Complaint
Date:07/25/2022
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 military member and ******** 19, 2022, I traveled on orders from **********, ** to *******, ** with a lay over in ************, **. During the offloading of luggage in ****** I watched my bags be unloaded. The ramp worker grabbed my large duffle bag while on his phone (possibly a work related phone) and ripped the handle off the bag which had the destination tag attached. This caused the tag to fly away and my bag to be kicked to the side and my bag never made it to to the final destination in *******. I instantly made a complaint with the airline to which I was met with very little belief/reception that I had actually witnessed the event. NO ONE WANTED TO HELP. Upon landing in ******* I went directly to baggage claim and missing bags. Again I was met with terrible service in which both representatives were less than willing to help and more concerned with whether or not I had gotten video of the event (presumably to protect American Airlines). Finally a report was initiated but come to find out it was labeled as a purse and not a duffel bag. 48 hours later I got in touch with the manager and got the description rectified. I was transfered to a claim agent, *****************************, at Central baggage claim for American Airlines who ensured I would be given better care to help reclaim my baggage. I have recieved minimal help in total of 2 emails and ignored calls in the past 30+ days and still no resolution. As I stated before, I am an Active duty military and a majority of my belongings were in that bag with total value estimated between $2200-2800. I have been more or less informed that little to nothing will likely be paid out outside of anything military issued (still very unlikely) and anything without a receipt will not be covered. I have provided pictures of the missing bag and detailed contents description and still no movement in the direction to fiding my bag.
Business Response
Date: 08/02/2022
Passenger was contacted on July 27, 2022 under case# AA-22SOKOL-G86Q25. Please see attached.

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American Airlines is NOT a BBB Accredited Business.