Business Profile

Airlines

American Airlines

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

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:07/15/2022
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.
I bought a round trip ticket, ********* - ********** from American Airlines (ECONGK Ticket #*************) The returning flight from ********** on July 5 was AA1545 scheduled to arrive at ********* at 01:54PM, and from there transfer to AA750 departing 30 minutes later, at 02:24. The flight landed on time at CLT and was still on the runway and I was, per AA policy, already too late to make the connection. AA requires passengers to be at the gate 30 minutes prior to departure. After the plane taxied to the gate, passengers deplaned, and I ran through three terminals to make the flight, I was told that since I had not been there 30 minutes prior, they had given away my seat closed the door, and I was denied boarding. I had to wait almost five hours at the airport for another flight. The ticket they sold me was physically impossible and therefor illegal. I paid for this flight with ****** AAdvantage points.
Business Response
Date: 07/22/2022
Customer was contacted on July 15, 2022 under TID 1-31663883645 is attached.
Customer Answer
Date: 07/22/2022
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,

*************************
Customer Answer
Date: 07/25/2022
Complaint: 17568869

I am rejecting this response because:I do not accept
AA resolution to this situation. I bought the ticket from them directly and the arrival time at CLT was 01:54 and the departure time was 02:24. AA's policy is "It is a requirement that customers arrive at their gate no later than 30 minutes prior to the departure time" This gave me ZERO time to taxi to the gate, deplane and get to my new gate. At the time the plane landed, I was already too late to make the connection, this is an illegal ticket. I had open heart and pacemaker surgery this past year and I ran from gate B13 to D3 at CLT to make the connection and got there at 02:12, only to be told my ticket had been given away and that I would have to wait five hours for the next flight. I request a full refund of ****** points which is what they charged me for this ticket. The flight did not land 4 minutes late at CLT, in fact they stated it was 4 minutes early

Regards,

*************************
Business Response
Date: 08/01/2022
********* was contacted on July 28, 2022 under case# 1-31703870539. Please see attached.
Customer Answer
Date: 08/02/2022
Complaint: 17568869

I am rejecting this response because: If from the time the flight lands and the time the connection departs is 30 minutes and, as per AA policy, you must be at the departing gate 30 minutes prior to departure, that gives you ZERO minutes to make the connection which makes the ticket they sold me illegal. They now claim the flight was 5 minutes late, and that is a lie as they made an on-time arrival announcement when we landed, and it was actually a few minutes early. But even so, I was at the departing gate 10 minutes before the departure time, and they had already given away my seat. AA claims that I had 25 minutes to make the connection and even by their logic I still had ZERO minutes to make it which is of course impossible. AA sold me an illegal ticket that I had to sit 5 hours at the airport to make the next flight. All I am asking for is a refund and they have said no.
Initial Complaint
Date:07/14/2022
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 wife and I took a flight on American Airlines that went from *** to *** to *** on 10/31/21. When we arrived at ***, our ********* flight had been canceled. We were rerouted to ****** City for the night, at our expense, and arrived in ********* on 11/1/21. Our luggage was lost for several days. American told us to buy what we needed, which we did. Upon submitting our expenses for reimbursement, two checks were issued and sent to an address in ********, ** that I have no current or previous knowledge. American refused to assist with reissuing the checks and after several phone calls, online emails and an overnight package to the *** requesting help, no one has assisted us.
Business Response
Date: 07/21/2022
Customer was contacted on July 15, 2022 under TID 1-31661649440 is attached. Customer was contacted July 15, 2022 under case Case: AA-21DMYTERKO-L02P07.
Customer Answer
Date: 07/21/2022
Complaint: 17568460

I am rejecting this response because:
The airline did send me an email acknowledging receipt of my complaint but there has not been any resolution. I have received acknowledgments before but not a resolution.

Regards,

***********************************
Business Response
Date: 07/26/2022
Passenger was contacted on July 25, 2022. Please see attached.
Customer Answer
Date: 08/16/2022
Complaint: ********

I am rejecting this response because:

I am writing to you in regards to the dispute # ******** with American Airlines.

The most recent correspondence claims the dispute is closed, however there has not been any resolution to this issue. American Airlines told us to contact ***** Fargo (the bank that issued the checks and also cashed the checks), which we did. We met with a banker here in our local office, **********, **. We are not customers of ***** Fargo however, they sat down and opened a case for us.

Yesterday, we received a phone call from their resolutions department and they told us we had to go to American Airlines. We explained that American kept telling us to talk to them but **************** said we are not customers and do not have a deposit account with them so they can't help us.

This can not be the resolution to our dispute, can it? What else can we do? This is really unfair and unacceptable on American Airlines behalf.

Regards,

***********************************
Business Response
Date: 08/23/2022
********* was contacted on Aug 17, 2022 under case# AA-21DMYTERKO-L02P07. Please see attached.
Customer Answer
Date: 08/25/2022
Complaint: 17568460

I am rejecting this response because: as previously stated, the checks were issued by ***** Fargo, sent to the wrong address and then were cashed by **************** without an endorsement. We spoke with ***** Fargo but we are NOT A CUSTOMER of ***** Fargo so they were unable to assist us and told us to go back to the airline. That is what we have done. I believe this is an issue that American has to take up with ***** Fargo.

Please refund ** the money we deserve.

Regards,

***********************************
Initial Complaint
Date:07/14/2022
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.
In 2020 my partner and I purchased tickets to Ft ****** ******* for a trip in December of 2020. Due to COVID exposure we had to cancel that flight. We then used the credit to purchase a flight to ***** in June of 2021. While in ***** we were scheduled to fly home on a Thursday and decided to extend our stay to Saturday. To avoid what we thought would be a $150.00 exchange fee for the both of us (totaling $300), we decided to purchase new return flights home and would used the credit we received from the canceled return flight at a later time. At the end of 2021, we attempted to use the credit and was told by an AA Agent that it had to be applied to a credit from *************. Knowing that we had planned to take my mother to ***** in 2022 we had no issue with that. In January we used the credits to book for ***** this past June. We had to unfortunately cancel those flights as my mom ended ** in the hospital for 6 weeks and is unable to travel at this time. On 7/11/22 we contacted AA to book a flight to **** and was told again that the credit had to be applied towards a ********* flight. We asked for an exception and was told we would have to email Customer Relations to get an exception. We did so and the reply did not address the request but issued **** flyer points. We called on 7/14/22 to book a flight to ***** (in *************) and was told the credit had to be applied to a flight from *****. All along we have been told ************* and now it has to be *****? I asked the agent if there was an exception that could be made and I was told no. There was nothing that could be done other than to book a flight from *****. I was not offered a refund or anything of that nature. I have called the ***************** emailed Customer Relations Twice, made several calls to ***************** sent messages via ******** and no one wants to assist. I think it is insane that a company who makes billions of dollars is holding $1100.00 of my money hostage.
Business Response
Date: 07/22/2022
Our team is currently reviewing your reply and will reach out to you as soon as possible. Your open case number is 1-31658513306.
Initial Complaint
Date:07/14/2022
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.
June 16 AA cancelled my flight for 4 from ******** to ********* **. No reason given. I tried to get on 2 other flights that day, nothing. I had emergency that I had to go home June 16 so I could not wait till the next day. I ended up having to purchase one way tickets(3) on Delta at a cost of $2200 to get home. AA has given me 1/2 my pts back, fair, but Im looking for compensation for the $2200 Delta flight. AA gave me ticket vouchers for $1300 but I want my $2200 back in original form of payment, which was a credit card. Plus, Delta charged me round trip prices for a one way ticket. My friend had to purchase a ticket and is filing her own complaint. Airlines should not be allowed to mess with peoples lives like this. If they dont have planes or staff then dont book the flights. My flights were booked 6 mo in advance taking my 16 yr old twins for their 16th birthday. What a cluster. Please help. Thank you
Business Response
Date: 07/21/2022
Customer was contacted on July 15, 2022 under TID 1-31661649724 is attached.
Customer Answer
Date: 07/23/2022
Complaint: 17568191

I am rejecting this response because:

American Airlines refuses to return my money. They said they will only return travel credit when purchasing travel from another airline. They left me no choose. I want my money returned to original form of payment t, credit card

Regards,

*****************************
Business Response
Date: 08/02/2022
Passenger was contacted on August 2, 2022 under case# 1-31702384826. Please see attached.
Initial Complaint
Date:07/14/2022
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.
Hi my name is *********************** I bought 6 tickets from ****** to ******* round trip on June 6, 2022, sadly I was assaulted and I have broken bones in my ribs, face, and skull that happened on June 8, 2022 Because I'm not working I need to pay for medicals bills my family and I canceled our trip, I emailed Americans Airlines explaining what happened and they just gave me the credit and I appreciate but I need the money I am head of the house we are a big family my wife (she is not working at this time take care of our 4 kids).I tried to explain we need the money, not the credit. We are having a really bad time but they don't understand. I can't believe how a big company like American Airlines doesn't have heart or sympathy for the customers having really bad times. I just ask to have my money back we are not planning for a long time to have a trip, we can't with all the hospital bills for emergency doctor ****** X-rays, and cat scans. I'm asking for my money back can you please have sympathy with my family and me?
Business Response
Date: 07/22/2022
Customer was contacted on July 15, 2022 under TID 1-31662406030 is attached.

Customer Answer
Date: 07/22/2022
Complaint: 17567696

I am rejecting this response because:

This is the first time I bought tickets from American Airlines, sadly my husband was assaulted and hurt. We are suffering in family not only this episode but also we are not good financially because we are covering hospital bills. I thought American Airlines was going to put themselves in my situation but i see that American Airlines doesnt care about their customers only the money. We bought the tickets hoping to go on vacation. Unfortunately we wont be having them soon and I need the money to cover hospital bills, food for our kids, cover our rent, bills. My husband isnt working and in this moment every cent counts for us and i think for amecian airlines its not impossible to return money to one customer. Im asking in a good manner and I wish you have more heart. When we are better financially and are able to go on vacation Im going to make sure none of my family and friends buy from American Airlines if you dont help us, Ill make sure my kids or grandchildren or great grandchildren never buy from you. I am really disappointed, and I need the money.
Regards,
***********************
Business Response
Date: 08/02/2022
********* was contacted on July 29, 2022 under case# 1-31702631937. Please see attached.
Customer Answer
Date: 08/04/2022
Complaint: 17567696

I am rejecting this response because:
We are having health problems and they dont understand our situation
Never again will be buy any tickets from Amercian Airlans generations to generations never again
And all my fiends either

Regards,

***********************
Initial Complaint
Date:07/14/2022
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 paid for two first class tickets on March 22, 2022 for American Airlines flights ***-*********** dates: June 10 -June 17, 2022. We were denied first class seating and given seats in basic coach on the flights to HNL. I want the difference in fares, first class to basic coach, refunded to me. The amount is $1,500 to $1,700. I have tried for over a month to obtain this refund from American Airlines via NUMEROUS letters, phone calls, text messages and emails but have not received a refund as of today, July 14, 2022. The *** and DOT say refunds are due in 7 days. It's been 30 days and I am tired of trying to get American to answer my request. I have attached a letter to *******************, customer relations director of ********************** that has all the particulars of my situation. Please help me; I am VERY frustrated with American Airlines. Thank you. ***********************, ****************** ************** July 5, 2022 ******************* Customer Relations Director Dear **************, I am writing to you in desperation ! Basic facts are ( details below ) I bought round trip First Class tickets for two, on March 22, 2022, *********** to ********, travel on June 10th. Due to vary late flights on the day of departure, we were rerouted and forced to sit in the main cabin, narrow seats and not together. ( we did sit in first class on return flights, June 17th ). I have tried and tried via emails, letters, phone calls and using your various web sites since June15th to get the proper amounts refunded to me but have been frustratingly unable to do so. American Airlines owes me somewhere between $1,300 to $1,500. I am so disappointed I have not been able to achieve restitution of these monies using the normal channels American offers in these situations. PLEASE, PLEASE investigate the information provided herein and do the right thing expeditiously. American has had my money since March 22nd. It's way past time to put in back in my bank. Record locator YNMUFA for travel
Business Response
Date: 07/22/2022
The case is currently under review 1-31674623648 we will respond to the customer once the review has been completed.
Customer Answer
Date: 07/22/2022
Complaint: 17567011

I am rejecting this response because: The *** and FAA mandate refunds are due 7 days from the initial submission for refund. I started this request on June 19th ,2022. A month later ( July 22, 2022 ) I still do not have the refund that I am clearly due. This delay is totally unacceptable to me. American Airlines has not responded to my numerous emails, phoone calls and letters. Please see attached letter sent to *******************, director customer relations.

Regards,

*************************
Business Response
Date: 08/01/2022
Passenger currently has case# 1-31696359550 open and will receive a response soon. Please see attached.
Customer Answer
Date: 08/03/2022
Complaint: 17567011

I am rejecting this response because: American Airlines response merely said " ... we are working on your refund due and do not want to lose you ( me ) as a customer because of this isolated event."
So, OK, American is " working on it." The *** and DOT say refunds are due within 7 days. It's been well over a month since I first started corresponding with American asking for the refund. AA needs to get it together and process these claims expeditiously. I am a patient guy and not one to scream " ... I'll never fly American again." but I want my monies due and not some generic, cut & paste reply " ... We're working on it." American Airlines will not lose me as a customer over this but it's way past time to resolve the issue.

Regards,

*************************
Customer Answer
Date: 08/25/2022
Complaint: 17567011

I am rejecting this response because:
I am rejecting this response because: American Airlines response merely said " ... we are working on your refund due and do not want to lose you ( me ) as a customer because of this isolated event."
So, OK, American is " working on it." The *** and DOT say refunds are due within 7 days. It's been well over a month since I first started corresponding with American asking for the refund. AA needs to get it together and process these claims expeditiously. I am a patient guy and not one to scream " ... I'll never fly American again." but I want my monies due and not some generic, cut & paste reply " ... We're working on it." American Airlines will not lose me as a customer over this but it's way past time to resolve the issue.

Regards,

*************************
Business Response
Date: 09/01/2022
********* was contacted on Aug 28, 2022 under case# 1-31882807691. Please see attached.
Customer Answer
Date: 09/02/2022
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:07/14/2022
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.
I am complaining about the actions and demeanor of **************** *******, an American Airlines employee at London ****************, *****************************, the Managing Director of American Airlines at ******** and *****************, an American Airlines customer service agent. **************** ******* prevented me from flying from ****** to ****** on Sunday, February 27th, 2022 because she did not understand Americans's COVID policy. I had tested positive for COVID-19 on 2.23.22 but was cleared to fly by a ******* doctor on 2.25.22, in accordance with the guidance American published on its website. I confirmed with an AA agent by phone that this would be sufficient to travel. (https://apply.joinsherpa.com/travel-restrictions/ ***?affiliateId=americanairlines&originCountry=***&nationality=***&departureDate=2022-02-27&returnDate=2022-03-06&tripType=roundTrip&transitType=noTransit&fullyVaccinated=true&language=en-**)Throughout our conversation, ****************** was rude, aggressive and dismissive. She treated me like a criminal not a fare-paying passenger. Her erroneous interpretation of the ** governments requirements for travel resulted in me unnecessarily spending two days in a hotel at ********, missing the first day of my vacation and having to buy an additional ticket to reach my final destination. This cost me an additional $677.47 for which I would like American Airlines to reimburse me ($577.47 for the additional room and air fare; $100 for food). I would also like ****************** counseled for her unprofessional, rude and aggressive behavior.I initially complained to *****************************, AA Managing Director at ********. He signed for my letter on 3.21.22 but ignored it. I wrote to American Airlines customer service, and on ******* *****************, an AA customer service agent responded, but it was clear from his email that he did not even bother to read my letter, and just dismissed it. I would like Mssrs. ******* and **** to explain to me why they didn't take my complaint seriously.
Business Response
Date: 07/21/2022
Customer was contacted on July 15, 2022 under TID 1-31661482218 is attached.
Initial Complaint
Date:07/14/2022
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.
Flew on AA from *** to *** on June 23, 2022, after my flight was cancelled and had to contact AA to rebook me. Upon arriving to the gate had the worst experience ever, my seat was changed and when I asked the gate agent she was very rude and unprofessional. I reported the incident to AA and yet no one have reach out to me. Flew on AA from MSY to *** on June 27, 2022, I was refused a wheelchair accommodation when on my reservation I requested a wheelchair. Agent claimed if she called for a wheelchair the flight would have been delayed so she wasn't requesting one. Contacted AA no reply.
Business Response
Date: 07/22/2022
Our team is currently reviewing your reply and will reach out to you as soon as possible. Your open case number is 1-31605278092.
Customer Answer
Date: 07/22/2022
Complaint: 17566025

I am rejecting this response because: they still haven't reached out with a resolution.

Regards,

*********************
Business Response
Date: 07/30/2022
Passenger currently has case# 1-31605278092 open and will receive a response soon. Please see attached.
Initial Complaint
Date:07/14/2022
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 family had 2 separate flight reservations under confirmation records Cqvvyu and cmpcft. We were packed up to come home and SEVEN hours ahead of time of flights were canceled. We headed straight to the airport. There was one seat left on the next flight, the representative reserved that seat for my daughter who is a minor. My husband and I got put on standby. Our luggage went with this flight to *********. My husband and I were not able to get on this flight as it was full after boarding and we would not let our teenage daughter go alone. We went to customer service and was told the next flight out was at 10:15 pm, but then it also said we were booked for another flight with a connection in ******* in the 6 pm hour, but that one started to show multiple delays and the timing would make us miss the connecting flight, stranding us in ******* for the night. I even overheard AA workers telling customers, "we are supposed to tell everyone it's a weather delay." We had been at the airport for around 6 hours at this point stranded. We ended up renting a car and driving home 15 hours since we had to work the next day. Due to safety, we had to sleep in 2 truck stops for a bit. Then we had to go back to the *********** to try and track down our luggage after driving all night, making us late for work. We had to get the luggage as we had medications in it. Due to all of this, AA made us spend $208 on a rental car, $128.70 in gas, $65 on kenneling our dog an extra night, $8 for an extra night of parking. I have already spoken with your customer relations team which the only refund I got was for the bag that had to be tracked down. This was not weather related. This is a clear case of what we see on the news...overbooking and not enough staff and the customer pays for the mistakes of the airline. I want all of the money refunded to me in the amounts above for the terrible series of events AA caused us. Your competitors at least give vouchers to help the situation.
Business Response
Date: 07/24/2022
Our baggage team is currently reviewing your reply and will reach out to you as soon as possible. Your open case number is 1-31663014071.
Customer was contacted on July 15, 2022 under TID 1-31663014071 is attached
Customer Answer
Date: 07/25/2022
Complaint: 17565816

I am rejecting this response because: I was told this flight was canceled due to weather which is completely not true. A worker even told me the airline was making them tell customers that. The airline should be required to cover any additional fees imposed on their customers due to their lack of staff and overbooking of flights leaving customers stranded. You cannot expect people to take this horrible customer service.

Regards,

***************************
Business Response
Date: 07/30/2022
Passenger was contacted on July 28, 2022 under case# 1-31702230426. Please see attached.
Initial Complaint
Date:07/14/2022
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 cancelled a flight from *** to *** and then tried to use the credit to rebook from ***-***. The website said it would cost $5 per person for the fare difference. However, it kept presenting an error and saying to call customer service. I did this and there was a 7 hour hold. Once someone finally answered, they also said it would be $5 per person. However, they received an error and had to escalate. By the time they came back, they said it would now be $55 per person. I said to please hold while I checked with my wife. They immediately put me on hold. I stayed on hold for about a half hour and then AA dropped the line. I checked on the AA.com website and it said that my ticket had a status of Ticketed. I emailed the reservation to myself using the official function on the website and the status said Ticketed with no reference to money due. I then messaged their online support (only a couple hour wait) and asked whether it was fully booked and they said. "I see your reservation is confirmed..." No mention was made of money still due. That was on June 26. Then on July 12, I tried to check in but the online system wouldn't let me. I again messaged the online support, they said I couldn't check in online because we had kids. I asked if everything was ok with the reservation and if we'd have an issue at the airport. They said "Yes, 100% at the counter and there will be no issues." When I arrived in ***, they said that we needed to pay $55 per person still. When I discussed this situation with the check in agent, he said there was nothing he could do. His manager also said that she had no ability to make any concessions. She said she used to be able to before COVID, but now didn't have any ability to do anything. At this point, it was too late to change plans so we had to pay the $55 per person. I would like to have the $55 per person refunded back to my credit card. This was reservation FDVWME.
Business Response
Date: 07/21/2022
Customer was contacted on July 15, 2022 under TID 1-31661980369 is attached.
Customer Answer
Date: 07/21/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. While I still find the defended business practice to be quite bad, and the customer service to be bad, I appreciate that there is at least a small goodwill gesture.

Regards,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

American Airlines is NOT a BBB Accredited Business.