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: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.
I was scheduled to fly on American Airlines on July 10, 2022. I paid $198.11 in seat assignment upgrade fees, and $30.00 to pre-check one bag. On the night of July 9, 2022, I went to the emergency room at approximately 10:00 pm where I received one EKG and two CT scans before being released at approximately 6:00 am on July 10, 2022. At some point between these two time frames, I cancelled my flight through Priceline.com and was informed of a credit for $695.00; the cost of the fare minus the seat upgrade and baggage fees. A Priceline.com customer service agent informed me that the other costs would have to be addressed with American Airlines. American Airlines gave me a token $50.00 credit after I informed them of my plight. I wrote them back and told them this was not acceptable. I am being forced to pay for seat upgrades on a flight I did not take, and a baggage fee for a piece of baggage that never went on any of their flights. I did not cancel my trip for any reason other than that I had a medical emergency. In fact, on the day of my flight I had an emergency exam with an eye doctor; who referred me to a retinal specialist two days later. Regardless of the American Airlines policy, which is unspecific in regard to medical emergencies; there is no justification for charging a passenger for seats that were never sat in by the customer and for baggage that was never checked by the customer; especially given the circumstances in question; which can all be documented. American Airlines has not responded to my challenge of their minimal token credit of $50.00.
Business Response
Date: 07/26/2022
Passenger was contacted on July 21, 2022 under case# 1-31681470316. Please see attached.
Customer Answer
Date: 07/27/2022
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:Billing 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.
The complaint is for the misleading advertised "Main Cabin Plus" level ticket, which says:"""MAIN PLUS * No change fees (difference in ticket price may apply)* Complimentary access to Main Cabin Extra and preferred seats if available * 1 additional free checked bag * Preferred boarding (Group 5)* AAdvantage miles ****** "1 additional free checked bag" is very misleading when someone like me have the AAdvantage credit card and already have the first free checked baggage. The advertisement makes me think that there will be "1 additional" to the free one that my credit card brings.After I booked the ticket, I'm still very unsure about it, and called them multiple times. They insisted that there will only be 1 free checked baggage for me, and made me realize that I have been misled. And they wouldn't offer a downgrade on my ticket unless I cancel it. But I don't want to cancel it because the dynamic fares will make me pay even more.On some other pages, they explain that the Main Plus's "1 additional bag" is to the "Main Cabin's allowance". Apparently they don't want to put this clear line at the time of booking so that they can trick more people to pay the extra.
Business Response
Date: 07/26/2022
Passenger was contacted on July 23, 2022 under case# 1-31678791020. Please see attached.
Initial Complaint
Date:07/19/2022
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.
My name is ***************** and I requested reimbursements regarding hotel & travel accommodations for myself and another passenger. We had no choice but to spend a night at ********* on 6/28/22 due to missed connecting flights to AUS and the inability to book a same day flight back. Although this was a very frustrating experience, I am filing a complaint for misinformation from AA and the incurred expenses due to their poor business practices (see below):I contacted a customer service rep ******** on 6/28 at ****** EST via AA Chat and was told that I could "book [accomodations, transportation] yourself, and later apply for reimbursement" and instructed me to write to Customer Relations for reimbursements. With these instructions, I booked a one night stay at ************** in ** after contacting many hotels that were completely booked. I requested to have the following incurred expenses (6/28- 6/29) be reimbursed ($939.58 USD):- *****************************: $776.79 - Dinner: $118.13 - Uber to Hotel: $24.96 - Uber to ***********: $19.70 However, AA Customer Relations and I have been disputing for over a month and they are unwilling to reimburse me in full. I was completely misinformed by an AA customer representative and now, the Customer Relations team is not taking responsibility for their actions and now I am left with expenses they should have covered.Please help with this resolution. Contact Information: ***************************************************************** ********************* Passenger 1: Record Locator: ELHRIB (*****************)Passenger 2: Record Locator: LEEOPN (***************)Original Flight Information:Flight #AA301 Date of Travel: 6/28/2022 Origin: GCM Destination: AUS Thanks,Cody
Business Response
Date: 07/26/2022
Passenger was contacted on July 25, 2022 under case# 1-31678356167. Please see attached.
Initial Complaint
Date:07/19/2022
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.
Purchased airline tickets (Confirmation # CDPYKD) on AA.com. In the course of completing the transaction, I wanted to apply ecredits from my account, was told to contact AA to do so. I used their "chat" function, provided the information and was told I would see the credits after applying payment. I proceeded to apply payment, and the credits were never applied. I used the chat function again, and was told "nothing we can do, the tickets were already purchased". I called Reservations (on the call well over an hour) and my only option was to cancel and repurchase but could not use the same form of payment and would have to wait for refund from first purchase. Tried ******* messaging, and was told by manager "nothing we can do" also. See attachment with specific instructions from AA Chat to apply payment. I spent hours via various forms of communication (chat, *******, phone) with no resolution, and was not able to apply ecredits. I was basically penalized for following instructions provided by AA Chat. I would like the credits applied and would appreciate an additional credit as a gesture for wasting hours of my time.
Business Response
Date: 07/26/2022
********* was contacted on July 21, 2022 under case# 1-31677853972. Please see attached.
Customer Answer
Date: 07/27/2022
Complaint: 17588560

I am rejecting this response because: AA continues to deny responsibility - this WAS a new reservation, to which I was attempting to apply credits. It was THEIR representative whose instructions I followed, only to be told tue instructions were incorrect apparently (see attached screeenshot initially submitted). Canceling the reservation, waiting for refund, and not being permitted to use PayPal for the rebook is not acceptable.

Once again - they need to stop wasting more of my time, take responsibility for their actions and apply the credits. Appalling response from AA. Having worked in a reservations center for many years, I am confident they can resolve this satisfactorily. As a taxpayer who contributed to the many bailouts for the airline industry, its the least they can do. I have done nothing wrong here.

Regards,

*******************************
Business Response
Date: 08/03/2022
********* was contacted on August 3, 2022 under case# 1-31706527793. Please see attached.
Customer Answer
Date: 08/03/2022
Complaint: 17588560

I am rejecting this response because: they are still not taking responsibility, and, frankly, it's appalling. I attempted to purchase, was told I needed to contact them to apply credits. I was told to make payment and would see the credit applied on the following screen, and that did not happen. Called back, messaged back, DMd back and all said same thing - we can't help you, because it's now ticketed.

Just an absurd excuse for customer service. I followed THEIR instructions, and I'm penalized? Disgusting. I do not accept their weak response.

Regards,

*******************************
Initial Complaint
Date:07/19/2022
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.
ME AND MY PARTNER WERE BIT UP BY BEDBUGS ON A 3 HOUR FLIGHT FROM ***** TO ********. FLIGHT **** SEATS ************ BOTH HAVE EXENSTIVE BITES ON OUR LEGS.
Business Response
Date: 07/26/2022
Passenger was contacted on July 21, 2022 under case# 1-31678313448. Please see attached.
Initial Complaint
Date:07/19/2022
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 boarded a flight (AA2945) on 7/13/2022 from *** to *** with my final destination being ************. Due to weather conditions in ********* our plane was re-routed to ********, **. While grounded at the gate, the staff would not let me off the plane knowing that I would have very little time to make my connecting flight back to ******** from ********** The flight attendants knew I had very little time to get from terminal B to terminal E and when we de-boarded did not let me get off the plane first so that I could have enough time to make the flight. As this flight to ******** was the last one leaving for the night I was either forced to pay for a hotel room and get on the next flight or get a ride to **** which is 2 hours away. The customer service I experienced was horrendous. I was treated without any empathy or sincerity. After arriving back home I was told my luggage would be delivered to my home. After 6 days the airline staff is telling me I must return to the airport to collect my belongings. I am astounded by the lack of customer service. I feel that I should be compensated for my time and the cost to get from ********* to ********.
Business Response
Date: 07/26/2022
Passenger was contacted on July 21, 2022 under case# 1-31677853214 and AA-22LADD-H71A22. Please see attached.
Initial Complaint
Date:07/19/2022
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.
This is concerning confirmation number ZWXICO. American Airlines canceled my flight when I did not ask them to. I recently requested a refund for the fair difference and "ticket take over fee" for the 2nd in the 3 itineraries under this confirmation number that they canceled on me. I had an original itinerary that I rescheduled, then the one that I rescheduled to was canceled so I was requesting questing those fees to be refunded. The one that they rescheduled me to, they canceled on me again. I had sent a refund request for those fees and they took it upon themselves to just cancel the whole ticket when that was not what I asked for. I'm talking about the 3rd itinerary under this confirmation number that is the issue now. I received a refund for the entire ticket the refund was initiated on July 3rd then I get the email this morning that the ticket was canceled. I had called American Airlines when I got the notification that I was going to receive a refund for the whole ticket and at the time the representative told me my flight was confirmed so it appeared that I was getting a free ticket which seemed odd to me at the time. I just called this morning and the representative I spoke with told me that the ticket should have been cancelled before the refund was initiated but that is the opposite of what happened. I never asked for this one to be canceled. I want to be rebooked on THE MOST RECENT flights and I don't want to have to pay the fair difference because now it's far more expensive. The representative I spoke with on the phone tried to transfer me to a supervisor and then the call was dropped. If I have to purchase another ticket that's fine but I want back on that same itinerary and I don't want to have to pay the fair difference. I'm also asking for a seat upgrade. Due to this I have no way to get home from ******** to *********
Business Response
Date: 07/26/2022
Passenger was contacted on July 21, 2022 under case# 1-31681250194. Please see attached.
Customer Answer
Date: 07/27/2022
Complaint: 17587963

I am rejecting this response because:

The message from the airline says they are willing to convert the airline miles to a $100 trip credit and I would much prefer that. Please communicate that to the airline.

Regards,

***************************
Business Response
Date: 08/03/2022
Passenger was contacted on July 29, 2022 under case# 1-31706527362. Please see attached.
Initial Complaint
Date:07/19/2022
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.
Flight AA **** on July 14 was delayed by 1,5 hours. I was a very important dinner that I missed because of this flight delay. I already contacted AA and they gave me **** miles, however, regarding the disagreement and the price of the ticket, this is not fair. Ticket number is : *************
Business Response
Date: 07/26/2022
Passenger was contacted on July 21, 2022 under case# 1-31677798710. Please see attached.
Customer Answer
Date: 07/26/2022
Complaint: 17587887

I am rejecting this response because this does not reflect what i had to endure because of the late plane

Regards,

***********************
Business Response
Date: 08/03/2022
Passenger was contacted on August 2, 2022 under case# 1-31706793043. Please see attached.
Initial Complaint
Date:07/19/2022
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.
My flight to ******** from ********* was cancelled by American Airlines while I was in the air from ****** the *********. By the time I landed, all seats to ******** that day were taken. I visited an American Airlines customer service representative and discussed options, which included staying the night in *********. This would have been highly disruptive to my planned vacation, as I was supposed to meet my longtime partners extended family that night before going on a day trip to ************* the next day. If I had to wait overnight in ********* I would have been unable to attend the pre-planned trip to ********. After expressing this to the customer service agent, he was able to book me on a flight to ********************** and told me to save receipts for a hotel that night. American Airlines would reimburse me for the hotel, and I would get to spend time with my girlfriends family still. This seemed like an appropriate resolution. However, American Airlines has not followed through on their promise, instead offering me only $125 in trip credit. I would like some help with getting American Airlines to fulfill their promise after nearly disrupting a significant portion of my holiday plans.
Business Response
Date: 07/26/2022
Passenger was contacted on July 21, 2022 under case# 1-31677902668. Please see attached.
Initial Complaint
Date:07/19/2022
Type:Delivery 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.
American Airlines lost my suitcase on July 4, 2022. We were flying from *************** to ************* via Chicago. That meant that our Immigration and Customs were done in ******* where I had possession of the suitcase before handing it over to the American Airlines Transfer Desk. i opened a Delayed Luggage case (SFOAA48203821) in ************* after landing.I have made several phone calls and sent many emails in 2 weeks and have not been given me a satisfactory answer as to where my luggage is. Regards. Rajeev
Business Response
Date: 07/26/2022
Passenger was contacted on July 21, 2022 under case# AA-22PATEL-H39O13. Please see attached.

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American Airlines is NOT a BBB Accredited Business.