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

7,293 total complaints in the last 3 years.
3,134 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:07/18/2022
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 had purchased a flight for my in-laws to visit my wife and their grandchildren from the ******** airport in ***** to ***************** airport. The flights were on December 31, 2021 (record locator ZQBMUH), but we had to cancel the flights due to the Covid concerns at the time since they are seniors. The flights was cancelled on December 29, 2021. A few months later, they successfully flew to the **. Now, we are trying to book their return flights to ***** from the ***************** airport. But we were told by AA that because those flights were from ***** to US, the travel credit must be used for the same trip from ***** to US because it is in ******* currency. I paid for those tickets in US dollars and now I can't use it because it's in ******* currency? Further more, we called reservations and their agent told us to contact customer's relations and have them convert the flight credit to paper vouchers so we can then use it to book for US to *****. After over two weeks from the initial request, we heard nothing from customer's relations so I contacted AA via their chat. Now, they agent tells me that travel credit cannot be converted to paper vouchers and that we can use that travel credit for future travels. But the credit expires by December 31, 2022 and any future travels must be completed by December 31, 2022. My in-laws are ******* citizens so they can't return to the US so soon after staying in the US for 6 months already. All this transpired while my in-laws allowed stay in the US granted by immigration is about to expire so they must leave. Both travel credits together are worth over $3,000 USD that we can't use. Please contact me for the original tickets numbers if needed as they can't be provided here in case they get used by others.
Business Response
Date: 07/25/2022
Passenger was contacted on July 18, 2022 under case# 1-31651912147. 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:07/18/2022
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 been trying to utilize a credit issues for both myself and my husband for a flight cancelled that was booked through Expedia for American Airlines, totaling $393.80 - I spoke to an ** rep and was told the flight was properly cancelled and even given a number for using my reservation in the future, as my husband and myself came down with covid. The ** rep clearly did not properly cancel the flight and now I am being told that I must pay $50 to use each credit that I already paid for AND purchased protection for. ** blames Expedia, Expedia blames ** - I just want to use the credits that I rightfully paid for and not be charged additionally for an error that an ** rep made by not properly cancelling my flight.I have been on hold with ** for over 3 hours waiting to speak to a supervisor- this is unheard of.I simply want to be able to use my credits without having to pay a $50 fee to use them because of their employees error.
Business Response
Date: 07/25/2022
Passenger was contacted on July 18, 2022 under case# 1-31672214575. Please see attached.
Initial Complaint
Date:07/18/2022
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.
Received a trip credit with AA. I booked a flight with the credit and accidentally canceled it. I tried to rebook minutes later and was told 1, that I couldnt and 2, I had to pay additional to reinstate the same exact ticket. I asked to use my credits and was told I could not. I ended up coming out of pocket when I have available credits for use.
Business Response
Date: 07/25/2022
Passenger was contacted on July 18, 2022 under case# 1-31671642831. Please see attached.
Customer Answer
Date: 08/29/2022
Complaint: 17573881

I am rejecting this response because:
On 7/15 I booked two tickets from *** to ***. One on trip credit, the other regular. While booking, I accidentally duplicated one the tickets which resulted in me cancelling one. I called customer service to ensure everything was ok and the agent assured me everything was taken care of. Great. Flew to *** with no problem. My tickets were same day roundtrip. While in *****, I fell ill. I called customer service as soon as I felt sick which was way in advance. The wait time was 3hours and 30 minutes. While waiting, I still prepared for my return flight. I was close to the airport. I finally got a call back and the agent claimed she could not reschedule my flight for whatever reason. I went to the airport to get on my flight only to find out my tickets were canceled (I returned my rental car and checked out of my hotel already). I had to wait on a super long line to speak with an agent in person resulting in me missing my flight. After finally speaking with an agent after 2 hours, I was told there were no flights available for the morning, but she can put me on the ** flight. I agreed. I had to rent another car and also purchase another hotel room. The next morning, I called customer service again just to make sure I was set for the flight later in the evening and was told I was not confirmed on any flights. WHAT?! They claimed there was an error, and I was put on standby instead of having a confirmed seat. I was furious. I asked if he could put me on the flight that I was told I'd be on, and he said he could, but I'd have to pay an extra $80. I was furious but also desperate because I needed to get home. I paid the additional fee but was also fed up with getting the run around. I decided to do my own research and learned that there were flights available for 2** and was less than what I originally paid. I felt scammed! I spent so much extra money on flights, hotels, and rental cars all because I was misled and lied to. A GOOD QUICK TRIP TURNED HORRIBLE

Regards,

*******************************
Business Response
Date: 09/06/2022
Passenger currently has case# 1-31889799951 open and will receive a response soon. Please see attached.
Initial Complaint
Date:07/15/2022
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.
American Airlines changed my flight itinerary for a numerous of times, and they want me to call to them everytimes they have any changes. On 7/12/2022 when I checked in, they said there was a problem with my flight due to covid test which the destination that I travel to is not require. They want me to reschedule the booking, so I rescheduled but the scheduled will cause some trouble to me. So my father rescheduled again it through the phone. They rescheduled to 7/15/2022, so I have the itinerary in my locater. But on the 7/14/2022, they took out my itinerary from my locater, then I called one and another one and another one but no one can reschedule for me, and then finally one who can reschedule for me but the next day American Airlines canceled my reservation with no refund. The cancelation is not my fault, the changes they made also is not my fault. They gave us the reason that our reservation is not refundable, this purely theft under their policy. I did not call them to cancel my reservation, they canceled on their own. I did not cause all those trouble that American Airlines has caused me. I am entitled to have my full refund back and plus all the expenses and my lost of my vacation times from work.
Business Response
Date: 07/24/2022
Customer was contacted on July 15, 2022 under TID 1-31664227252 is attached.
Initial Complaint
Date:07/15/2022
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 12th my daughter and wife were set to fly to ******** from ************. The 2nd leg of their flight was canceled by American. Ive called several times since they were not able to get my family to ****** and the trip had to be canceled to get a refund. No such luck. Im promised calls back which do not occur and everyone in customer service says they can not assist me and refunds go through another group that do not take calls. Im not sure what to do at this point. The airline tickets cost $2,600 and they are not assisting me on a resolution. Please help!
Business Response
Date: 07/24/2022
The case is currently under review 1-31663883998 we will respond to the customer once the review has been completed.
Customer Answer
Date: 07/26/2022
Complaint: 17571382

I am rejecting this response because:

American reached out today offering a trip credit for the amount of are tickets. This is not acceptable since I will never flying with American again based on this experience. Anything less than a full refund is not acceptable to me. Can you please assist me ?

Thanks

Begin forwarded message:

Regards,

***********************
Business Response
Date: 08/02/2022
Passenger was contacted on July 25, 2022 under case# 1-31694724546. Please see attached.
Customer Answer
Date: 08/19/2022
Complaint: 17571382

I am rejecting this response because:

This issue has not been resolved to my satisfaction.

Thanks

Regards,

***********************
Business Response
Date: 08/25/2022
********* was contacted on Aug 19, 2022 under case# 1-31839760802. Please see attached.
Initial Complaint
Date:07/15/2022
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.
Tuesday, July 5, 2022, my wife and I decided to fly with American Airlines for our honeymoon to **************. My wife has a Military ID, which permits her to free baggage when flying. This ID was shown and reviewed by AA staff at the *********** and we experienced no problems receiving complimentary bag service. Tuesday, July 12, 2022 around 2:15p, we experienced issues with the AA supervisor by the name of (Idalisa Del ******) and her staff of the ****************** as they refused to accept my wifes Military ID; even after finding out that her ID was accepted in the US they still charged us disregarding the military ID. Tuesday, July 12, 2022 around 7:35pm when we arrived to the ************* and experienced massive delays within both customs and TSA causing us to miss our AA Flight (****) at 9:02p to IN. We then had to spend the night inside the ************* for 10 plus hrs until July 13, 2022 to catch an AA Flight (****) at 10:06am to PHI. This AA flight (****) did not take off until around 10:55/11:00am; setting us back almost an hour behind schedule to arrive in PHI, which caused us to miss yet another flight to IN. Our AA Flight (****) to IN that we were forced to miss yet again on behalf of AA due to delay, was set to depart at 1:38p, however, our AA Flight (****) from ***** to PHI did not arrive until 1:30p. At this point, the doors to our connecting flight had already closed and the many of us who missed our flights were then forced to speak with customer service AGAIN and find another flight home. AA Flight (****) to IN at 3:46p was finally successful. All in all, we not only had to change flights multiple times, but also had to miss work for an additional day, sleep uncomfortably inside an airport for more than 10+ hours; resulting in a restless night and excruciating pain as my wife has a fractured spine. We also had to spend over $100 on airport food and locate our bags in IN which was on our original flight (****) that we were suppose to be on.
Business Response
Date: 07/24/2022
Customer was contacted on July 23, 2022 under TID 1-31665281966 is attached.

Customer was contacted July 16, 2022 under case Case: AA-22STOKES-H02W16.
Customer Answer
Date: 07/25/2022
Complaint: 17570663

I am rejecting this response because: Why was only my bag information addressed in your responses? You did not respond to anything regarding AA causing me to miss my connecting flights and spend 10+ hours in an airport. Where is my refund and food reimbursements. It is not my fault AA could not meet their established arrival times to the next airport.

Regards,

*************************
Business Response
Date: 08/02/2022
Passenger was contacted on July 28, 2022 under case# 1-31703870636. Please see attached.
Initial Complaint
Date:07/15/2022
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 had brought a ticket in American Airlines and paid 200$ extra to make it refundable. But when the receipt came the 200$ only be added in the passenger fee so it wont proved that I brought a refundable ticket. But it cant prove I didnt brought it either. And I tried to cancel my flight a week ago, they only refund me for credit which I can use in the next flight with American airline, since I dont need other flight, my money just cant be take out. So I called them, first they said my ticket is not refundable and then they said I need to called them to cancel, but they didnt write it out on the app, so I just cancel through the app and I had tested one more time the refundable fee only will be added in the passenger fee for every ticket. Now I only want my ******* dollars back. Ticket number is *************
Business Response
Date: 07/22/2022
Customer was contacted on July 15, 2022 under TID 1-31663883553 is attached.
Initial Complaint
Date:07/15/2022
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.
Refund request received Ticket number: ************* ************************* American Airlines Tue, May 24, 4:15 PM Refund request received Ticket number: ************* ********************************* We're working on your request. After ******************************************************************************************** MAY. I REQUESTED A REFUND AND PROVIDED PROOF OF DEATH AND THEY HAVE NOT REFUNDED ME BACK MY MONEY. .
Business Response
Date: 07/22/2022
Customer was contacted on July 15, 2022 under TID 1-31663883213 is attached.
Initial Complaint
Date:07/15/2022
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.
29 May 2022 I have not received an authorized refund. My daughter, partner and I were scheduled to depart from St ******, ******) to ******, **. The flight was projected to first land in *****, ** and then we were scheduled to take a connecting flight to ******, **. However, inclement weather caused a delay in landing of all flights. Our plane was low on fuel so our plane was diverted to ***************. Once at ***************, we were notified that the flight crew had exceeded their hours to fly. Thus, one of the ** managers authorized all passengers on flight **0943 to arrange & purchase their own lodging and rental car accommodations for that nights. Passengers were also given an opportunity to take a bus chartered by ** to ***** that would arrive at midnight but there was no guarantee that they would get a flight out that night or information on lodging since it was Memorial Day weekend. We were told that we would be able to board the same flight the next day; however, only my partner, ***************************, was able to board the flight. It was supposedly booked to capacity. This was untrue because she stated that there was only eight people on the entire plane. My daughter, *************************, and I was told that we would need to fly with another airline. The attendant booked and purchased a ticket with United Airlines for us and told us we had to pay for our own luggage fare. We had already paid for our luggage with **. Once at United Airlines, we were delayed another hour before departure and did not arrive to our final destination until approximately 4 pm. I rented a hotel for my party that included ******************************************************** as well as, a rental car to transport us to the hotel. The rental car cost $55.52 plus $13.67 in fuel. The hotel was booked thru Priceline at a rate of $177.27 for one night. I also spent about $60 on meals for us for that night and the next day.
Business Response
Date: 07/22/2022
Customer was contacted on July 15, 2022 under TID 1-31663476063 is attached.
Initial Complaint
Date:07/15/2022
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.
From sharing proof that my mom had a heart attack, to her being scheduled for surgery 7/15 at 5 am. This entire experience has been horrific. From ***** to ********* nothing but a complete nightmare. I arrived at ************* at 9AM only to be told that there were no earlier standby flights from ***** to **********. Only to be told by an AA employee that there was an extremely earlier flight with open seats but that the agents refuse to place customers on standby. She showed me flights and how she was able to be placed on a priority list D1 - which allegedly guarantees her a flight despite her number showing up on the standby board as 13 while mine was 4. She then gripped about the *** allowing her bags to fly even after she warned them that her checked bag had a laptop, keyboard with lithium batteries and other electronic devices. She asked **** to have them removed before being placed under the plane. She told me and several other customers that the heat from the plane could cause the laptop or batteries to explode and that she was worried about the flight. **** csa came back and advised her in front of us the pilot said the flight should be fine. WOW THEN I Arrive at ********* after walking 9 minutes to gate E37 and approach Al at E36 employee ID ****** - he had a few customers that were asking general questions of which he answered advising them which gates they should be at. I approached the counter and was told by Al he could not assist me without greeting me or allowing me to ask a simple question that hr answered 10 minutes later in less than 30 seconds. After telling me he couldnt help me at the moment 3 other customers walked up and he proceeded to help them answering there general questions not telling them what he told me. This is completely ridiculous. You can see the sign reads closed. He did not have any other customers.
Business Response
Date: 07/22/2022
Customer was contacted on July 15, 2022 under TID 1-31663212197 is attached.

Customer Answer
Date: 07/22/2022
Complaint: 17570015

I am rejecting this response because: I have not been contacted by the business. I have emailed them my phone number.

Regards,

Jada Head
Business Response
Date: 08/01/2022
Passenger was contacted on August 1, 2022. under case# 1-31702384645. Please see attached.

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American Airlines is NOT a BBB Accredited Business.