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

7,286 total complaints in the last 3 years.
3,136 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:07/20/2022
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.
On June 2, I was booked on American Airlines flight AA2222 from ******/********* to ***. Initially, the flight was delayed multiple times for periods of ***** minutes; gate agents provided little to no information. We finally were able to board about an hour after our originally scheduled departure; about an hour later, after having sat on the tarmac that entire time, the passengers found out the flight had been canceled nearly 20 minutes before the crew did. **** we were required to depart the plane at midnight, ************************************************************** rebooking and hotel accommodations. They informed me that no flight was available until Saturday night (it was Thursday night), and was told by gate agents and the check-in personnel to book a hotel (as there were no more hotel vouchers) and I would be reimbursed. This required me to find a hotel at midnight in the DFW area (total charges $291.54) and to pay for transportation to and from a hotel, back to ***, and from *** to home ($92.09).I was rebooked on a flight over 24 hours later, through the app, on Saturday morning, where I spoke to those gate/check in agents about reimbursement. They informed me I would need to file an official claim with AA customer service. I have emailed and called AA over ************************************************************ **** they actually respond to my communications (AA Customer Relations does not have a phone number, so I am forced to send an email and wait several days for a response) - they have responded offering me miles. **** speaking to AA customer service, they informed me they can not look up flights more than a week ago and are no longer able to help me, telling me they believe the miles they have given me are "fair" compensation. Due to this delay I missed a mandatory retirement ceremony and change of command. I do not want miles, I want a reimbursement for my hotel and transportation- $291.54
Business Response
Date: 07/28/2022
Passenger was contacted on July 22, 2022 under case# 1-31681868970. Please see attached.
Initial Complaint
Date:07/20/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A ticket was purchased in my name from American Airlines to attend a conference in ******** on 6/3. When I arrived to the airport, American Airlines had cancelled the flight and I could not fly out to ******** the same day. They offered me another flight the next day but it was not a direct flight, required a long layover and I would have missed the conference. They issued me credit but did not send me a confirmation. I took a screen shot of the credit. I am now trying to use the credit to obtain another fight and they do not have record of the credit. I would like the credit so I can use it for another flight or a refund.
Business Response
Date: 07/28/2022
Passenger was contacted on July 22, 2022 under case# 1-31681707050. Please see attached.
Customer Answer
Date: 07/28/2022
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:07/20/2022
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 bought basic economy tickets for my family. Due to personal reasons my son was not able to go. American Airlines refused to give us a refund, a credit and also did not let me transfer the ticket to another family member because of the kind of ticket that we bought. They didnt not let us pay anything extra at least a fee to just not lose the money. When trying to check in I ask for the seat that I paid for, just to be more comfortable since I already pay for it but they refused too.
Business Response
Date: 07/28/2022
Passenger was contacted on July 22, 2022 under case# 1-31681706963. Please see attached.
Initial Complaint
Date:07/20/2022
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 purchased a ticket in March 2022 using previous credit to fly in July 2022. Unfortunately, my son got COVID, and we were unable to fly safely. I went to cancel this flight according to American Airline's flexible policy allowing me to use the credit on a future flight. However, during the cancelation process I learned the billing department misassigned the credit to the wrong passenger. When we went to cancel we now have twice the credit attributed to my son and no credit attributed to my wife. While American has recognized the error they refuse to correct it. My son is unable to use the credit without my wife. American has refused to adjust the credit to a trip credit or back to my wife which makes both credit virtually unusable. We seek either a full refund for this flight or a conversion of this to trip credit to create more flexibility so an adult can travel with the minor child. Record Locator #SRIFJM
Business Response
Date: 07/28/2022
Passenger was contacted by phone on July 21, 2022 under case# 1-31673471203.
Customer Answer
Date: 08/02/2022
Thank you for the solution provided!! It resolved nicely.

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:07/20/2022
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.
Purchased two plane tickets May 2, 2022 for $2613.34 with refund policy clearly stating that refund would occur upon appropriate cancellation. Email sent once tickets purchased with changes in every seat and even itinerary/duration of flight. Option given: keep changes or cancel. We cancelled as the flight was not what we wanted or paid for. Cancelled flight a week later upon receipt of email, and AA first attempted to give extra miles rather than a refund. Next they refunded one ticket. We are waiting for the refund of the other ticket, and at this point, they refuse to give an explanation for not refunding. We have communicated with AA for 2 months now for this refund for which they continue to give us the runaround.
Business Response
Date: 07/27/2022
********* was contacted on July 26, 2022 under case# 1-31681706610. Please see attached.
Customer Answer
Date: 07/28/2022
Complaint: 17592150

I am rejecting this response because: AA has found another reason to stall. American Express tells me that they are waiting on AA to wrap up the refund. The whole situation is absurd; simply imagine the thousands of dollars wasted in people-hours by American Airlines, American Express, now BBB, and me... just because they refused to immediately return the money paid.
Thank you very much for all your assistance.

Regards,

************************
Business Response
Date: 08/05/2022
********* was contacted on August 5, 2022 under case# 1-31721402009. Please see attached.
Customer Answer
Date: 08/08/2022
Complaint: 17592150

I am rejecting this response because:

American Airlines is adding yet another level of complexity to my refund. They have already refunded half my purchase. Why refund one half and then delay the second? No explanation. Now they are asking me to fax (yes, **** type of fax) them some document. They are without explanation holding my funds and the burden to possibly recover that falls on me?

Thank you BBB for your assistance.

This is my full reply to American Airlines:

August 8, 2022

Thank you for your call and email, *************

On May 2, 2022, I made a single purchase for two tickets for a total of $2.613.34.

Some days later, when your airline decided to change everything related to the purchased trip but the date, I was given an option to either accept the changes or cancel. I chose the latter and requested a refund. AA offered miles instead. Not what I asked for. Following that offer, I contacted AA repeatedly asking for a refund.

On June 11, 2022, after American Airlines refused to offer a reasonable explanation for not issuing a full refund, I stared a dispute through American Express.

On June 23, you refunded half (?!) my purchase. The explanation offered was that you had "to review the other half. "Review it? Thats not reasonable given that you had already returned half; why does the other half need to be suddenly "discussed and reviewed? American Airlines has never explained that bit.

American Express tells me that they are waiting to close the case but cannot do so until American Airlines completes it. You tell me that in order to possibly get my full refund I may have to mail or Fax (fax?!) some letter to some AA office. This is just another unacceptable delay.

As you already know, I have also complained to the BBB because of American Airlines unreasonable process, excuses, and constant delays... which, I can tell from your call and last email, still persist.

August 8, 2022: This is my own request: Id like you to rush the refund of the $1306.37 you are holding without any reasonable justification. Believe me, your company, America Express, the BBB, and myself have already wasted far more than that amount in this absurd and self inflicted situation.

Is there a good, sensible and honest reason why American Airlines should not refund my $1306.37 immediately?

Thank you for your time and attention.

************************
********, **

Andrs

Regards,

************************
Initial Complaint
Date:07/20/2022
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.
Over two weeks ago I booked a flight with American Airlines, and in doing so paid for an upgraded seat. I get extremely motion sick if not sat in a window seat and Im very tall so I pay more for that. I purchased my seats and selected them. All was well until my final flight from DFW to ******. When going to board the flight the lady had told me my seat was changed, I asked her why, and got absolutely no response other than her assuring me they never downgrade anyone. So I walked on to the plane to find I had been put in a seat without a window, a seat that is smaller than normal due to the positioning and one that did not recline. Upon asking for help and explaining my situation I was told the flight is full theres nothing they can do. I even offered to PAY to upgrade to first class if they could tell me the price, and once again I was told there was nothing that can be done. This was the worst flight I had even been on, at this time the plane was backing to the terminal I was stuck. I stayed sick the entire flight and landed with an a horrible headache as well as bruises on my hips due to being put in a seat I did not fit in well. I sent an email to customer service and was given a generic response saying sorry, but they cant guarantee any specific seats. Why did I pay more? Why was I bumped down? And not even given the decency to be told beforehand because that would have allowed me to make other arrangements. Honestly the worst flight experience I have ever had . And very disappointed
Business Response
Date: 07/28/2022
Passenger was contacted on July 19, 2022 under case# 1-31663156911. Please see attached.
Initial Complaint
Date:07/20/2022
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 have an American Airlines credit card and it was charged for two flights that should not have been charged. I was on the phone with the customer representative when she charged the ** credit card by mistake. She then informed me that the transactions were reversed and there wouldnt be any charges on the credit card. As of today 7/19/2022 I have those charges still. I have filed disputes and I have filed complaints through **. No one has helped me resolve this issue with these charges. I will not make payments on transactions that were never supposed to be there in the first place.
Business Response
Date: 07/28/2022
Passenger was contacted on July 21, 2022 under case# 1-31681616129. Please see attached.
Initial Complaint
Date:07/20/2022
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.
HTYBJW flight ********* to ********** ticket #************* and # ************* was canceled. We were put on flight#**** ********* to ************* ticket # ************* and #*************. Then our luggage was lost.We went to check in for return flight from ********** to ********* and website said our return flight had been canceled. We Booked return flight from ************* to *********. DBYZBD ,and paid $1047.60, ticket# ************* and BKKNBW, paid $626.40 , ticket #*************. Cost of these tickets should be covered by original ticket HTYBJW. AA should refund $1047.60 and $626.40.We did try to call AA but it was impossible to get through to an AA rep and callback times were 5-6 hours on that morning. That is why we rebooked the tickets online.Please help untangle this mess.
Business Response
Date: 07/28/2022
Passenger was contacted on July 19, 2022 under case# 1-31675497613, on July 21, 2022 under case# 1-31675930849 and on July 22, 2022 under case# 1-31681950375. Please see attached.
Customer Answer
Date: 07/28/2022
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:07/20/2022
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 was trying to change a departing flight to a different day. The website stated that it would only be a $34 difference and I was willing to pay the difference to make the change. Every time the website tried to process it through, an error message came up and said that I had to start over. I tried about a dozen times, using different web browsers, and different credit card information. I could not get the change to go through. It was late in the evening, so I thought - I'll try again tomorrow and see if the glitch worked itself out. I went online to make the change and the price had jumped up to $97. Since the error was on their end with the website not working, I was hoping they would honor the transaction that wouldn't go through. I spoke to 3 different customer service reps. *** claimed to send me to the "IT" department, that I later realized was not who they transferred me to. *** told me it was my fault, as I should have called the day before, and when I asked for a supervisor, they hung up on me. When I finally got in touch with a supervisor, he simply said there was nothing wrong with their website and there was nothing he could do. The first customer service agent said that she had just received a call for the same issue right before me. There was clearly an issue taking place yesterday that they don't want to own up to.
Business Response
Date: 07/26/2022
Passenger was contacted on July 26, 2022 under case# 1-31681615538. Please see attached.
Initial Complaint
Date:07/20/2022
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 four tickets with American Airlines on 3/5/22 Locator #SLYKGQ from *******, ** to ********, ** with a layover in ******* for July 19th, 2022. My original flight AA3147 leaving ******* would have had a layover of almost 4 hours. On May 5th I was notified that American had changed my flight from Phoenix to ******** from AA3147 to AA3183 which allowed for less than 30 minutes between flights. And after a delayed flight leaving *******, we missed our flight to ********. During the first part of the flight we were told that American had someone behind the scenes who would be updating our flights, nothing like that happened. We had to find our way to customer service and they put us on standby with no guarantees to get on another flight today (it is in the 10 am hour in Phoenix now).Customer service provided $12 for food/person and provided an email address for customer relations with 10 days to possibly respond. Meanwhile I am sitting in an Phoenix airport with hotel (******************** airport-$258.75), car rental (Budget approx $100/day with insurance).waiting in ********. And waiting..American should never have changed my flight. And while resolution is pending I believe a complaint is definitely called for. They need to do better or leave good enough alone. Receipts for all transactions can be provided.
Business Response
Date: 07/26/2022
********* was contacted on July 21, 2022 under case# 1-31681615161. Please see attached.
Customer Answer
Date: 07/28/2022
Complaint: 17589698

I am rejecting this response because: I am asking to be reimbursed for my hotel cancellation fees for the night of July 19th, 2022 with the Comfort Inn in ******** in the amount of $228.50 receipt attached and for the Whale Watching Tour that we missed and could not reschedule while in ********** due to other conflicts in the amount of $339.20 receipt also attached. Total $567.70.

Regards,

*********************************
Business Response
Date: 08/03/2022
Passenger was contacted on Aug 1, 2022 under case# 1-31721401757. Please see attached.
Customer Answer
Date: 08/07/2022
Complaint: 17589698

I am rejecting this response because:

The reason given for not covering my losses are due to delays and cancellations beyond American Airline's (AA's) control, understood. However my issue only arose because AAs changed my flight from a flight that allowed us ample time to make up for any delays & there we no cancellations in my case. We actually ended up sitting on stand-by for the flight (the oversold flight) from *** to *** that we originally purchased tickets for and watched it taxi away from the airport. We were bumped to an earlier flight to allow AA to put someone else in our seats for the later flight to ***. So I am rejecting AA's reason for not covering my <$600 in losses.

Regards,

*********************************

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American Airlines is NOT a BBB Accredited Business.