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Business Profile

Airlines

American Airlines

Headquarters

This business is NOT BBB Accredited.

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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

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American Airlines has 64 locations, listed below.

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    Customer Complaints Summary

    • 7,301 total complaints in the last 3 years.
    • 3,133 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/14/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 was delayed for ever two hours, made me miss my connection. Waited over 2 hours in line to be told the are out of hotel, transport, and meal voucherm even though the next available flight wasn't till 9am the following morning. I need to be reimburse in full for the meal, hotel and ubers I paid due to AA negligence due to their delayed flight and being out of voucher... Total is $296.28 AA Ref#1-31616775922

      Business Response

      Date: 07/21/2022

      Customer was contacted on July 20, 2022 under TID 1-31661269111 is attached. 

      Customer Answer

      Date: 10/14/2022

      Complaint: 17564927

      I am rejecting this response because:

      I had filed a complained AA Ref#1-31879486515... A check for $296.28 was supposed to be mail out to me over 2 months ago, which I have yet to receive. I tried reaching out to AA to the number listed and through the customer relations site and have not been able to get anyone to get back to me in regards to this matter. I want for the check to be mail to the address listed on this complaint and I want for it to be overnight to me.

      Regards,

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

      Business Response

      Date: 10/21/2022

      ********* was contacted on October 17, 2022 under case# 1-32078965916. Please see attached.

    • Initial Complaint

      Date:07/14/2022

      Type:Product Issues
      Status:
      Answered
      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 a flight from ***- MDA on thursday January 13(aa391)-Sunday Jan 16(AA1128) on American Airlines. I paid $614 for this trip. On the departure date my flight was pushed back causing me to cancel and purchase a new ticket to try and make my wedding. Then on the return flight, not only was my flight delayed in my connection city. My self and the rest of the passengers were dropped off in ************ NOT DC at 3am on JAN17 with not food or hotel vouchers and no workers in the airport. Not only that we were told that on 17 we would most likely not be able to get on another flight. I filed a complaint with customer relations and was only offered a $200 voucher, This was literally the worst trip of my life and you put us in a dangerous situation with no food or place to stay.

      Business Response

      Date: 07/21/2022

      Customer was contacted on July 15, 2022 under TID 1-31662124235 is attached. 

      Customer Answer

      Date: 07/22/2022

      Complaint: 17564423

      I am rejecting this response because: ts not only being on time part. You guys dropped myself and other passengers off in an entirely different city at 3am in the morning. Unexpected challenges c
      an occur but to dump passengers in a different city with no food or shelter, or plan on when you will get them to the city they purchased a ticket too is insane.To take the stance of legally were not obligated is a slap in the face. If this is how you treat your customers fine so be it. I will be sure to make your response public so others don't make the same mistake of flying with you.
       Regards,

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

      Business Response

      Date: 07/30/2022

      Passenger was contacted on July 23, 2022 under case# 1-31686829393. Please see attached.

    • Initial Complaint

      Date:07/13/2022

      Type:Product Issues
      Status:
      Answered
      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 from American Airlines for a flight originating from ******* to ****** *******. This ticket was purchased on the Basic Economy class which does allow for changes unless under circumstances listed by American Airlines on their own website specifically:Eligible for upgrades if* "Applies to AAdvantage status members who book travel more than 24 hours prior to departure. I am an AAdvantage member and this ticket was booked well in advance of departure exceeding 24 hours."Eligible for ticket changes if* "changes allowed with a fee on Basic Economy tickets issued on or after June 8, 2022, for flights departing from Europe (exclusions *******, *******, ****** and *********." There is no specific language here regarding flight origin and the second leg of my flight does indeed originate from Europe. American Airlines is in breach of its own guidelines regarding my ticket and their policy in general.

      Business Response

      Date: 07/21/2022

      Customer was contacted on July 19, 2022 under TID 1-31657893311 is attached.

      Customer Answer

      Date: 07/21/2022

      Complaint: 17562208

      I am rejecting this response because: I am still not satisfied with the response from AS

      Regards,

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

      Business Response

      Date: 07/28/2022

      Passenger was contacted on July 26, 2022 under case# 1-31682817683. Please see attached.

    • Initial Complaint

      Date:07/13/2022

      Type:Product Issues
      Status:
      Answered
      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 April 13, 2022 I purchased tickets for Flight AA **** (Record Lovator: MKTBKP) a direct flight from *** to LAS. The day before the trip, June 9th I received a flight cancellation and rebooking from American Airlines. I was unable to make the rescheduled flight and attempted to contact them to reschedule. It took me over 13 hours to get in touch with a representative. I was on hold via the chat and the telephone. When I did speak with a representative I was not able to book another direct flight and my reservation for 3 people had been broken into 3 separate reservations and each party had to call to rebook their flight. I took each of us several hours to rebook our flights and we ended up on non-direct flights and separated. I do not feel that the value of the ticket I paid was comparable to the flight I ended up flying. I was told to complete a complaint form with American Airlines. I completed the complaint form expressing my concerns and received an email back (AA Ref#1-31568340594) saying to check my AAdvantage account. When I proceeded to log-in to my account it was locked and I was directed to call customer service. After speaking with customer service, they created a new account for me and it doesn't appear that any compensation was credited to my previous or new account. The customer service representatives redirected my call several times and I spent over an hour on the phone with no answers. I would like to be compensated for the difference in flights for my cancelled flight and for the hours I have spent trying to resolve this issue.

      Business Response

      Date: 07/21/2022

      Customer was contacted on July 20, 2022 under TID 1-31657893331 is attached.

    • Initial Complaint

      Date:07/13/2022

      Type:Product Issues
      Status:
      Answered
      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 27, 2022, my wife Capricious ********* and I were on a flight from ***** to ********** The plane was diverted to ********** where the pilot reached his hours of service and we had to deplane. We ended up missing our connecting flight to Mempis from ********** We ended up renting a car and driving to ******* instead and did not get on the new flight the next day because I had to be at work that morning. When I requested a refund for ticket ************* Record locator 2ZG4OD on June 27th it stated that the ticket would be refunded to an American Express ending in ****, which I do not have an American Express and NEVER had an American Express. I reached out to customer service, which I have not heard from, and go an email on July 13th, I received an email stating that my refund was complete after I have emailed customer service that I, nor my husband own an American Express card ending in **** and I do not know how they got that number to refund the flight. Still have not received any communication regarding my complaint. I want the amount refunded to me for my ticket that I paid for that flight.

      Business Response

      Date: 07/19/2022

      Passenger was contacted on July 14, 2022 under case# AA-22WESTBROOK-H49N14. Please see attached.

    • Initial Complaint

      Date:07/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 9th two of my flights were cancelled and my luggage was misplaced. In result, I had to catch a flight to another city which cost $400. I spent three days without clothes and had to purchase basic necessities while traveling. I was advised to submit a claim and that I would receive a resolution within ten - fourteen days. It has almost been a month. I submitted all of the requested docs only to be told that I need to resubmit. I have called and received terrible customer service. I expected more from ********************** but I am very disappointed.

      Business Response

      Date: 07/21/2022

      Customer was contacted July 15, 2022 under case Case: AA-22WOODS *****-H80U12. Customer was contacted on July 20, 2022 under TID 1-31657893174 is attached.

    • Initial Complaint

      Date:07/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 4th, the counter agent put me on stand-by for the later flight with no additional costs. The agent confirmed I will be put on another stand-by for the next day with no additional costs. When I called ** customer service to check on the status, the operator told me I will be charged more than $900 if I couldn't get on the stand-by. She said I can pay $63 to fly out from ************ instead of *********. I felt threatened by the operator, and the operator ended up purchasing the flight while I was thinking to confirm. Thus, I asked her supervisor for me to request a refund. I spoke with the supervisor named ******** at the resolutions desk. ******** confirmed that the stand-by ticket would not cost more than $900 and said that the operator I spoke with wasn't aware of the information. Because of misleading information, ******** authorized to refund me $63. ******** told me to go back to the ticket counter to be put back on the same stand-by I was previously assigned for. This is because only the counter agent had the authority to change. I went to the counter and was put back on the stand-by I was previously assigned for. I recently checked my bank account, and I was not refunded for $63. Instead, ** indicated my stand-by ticket the counter gave me was an exchanged ticket for ************ to ********* which the agent I spoke to on the phone booked fraudulently. My original ticket was a round ticket from ******* to *********. I wouldn't be facing these issues if the ** customer service agent was properly trained in the first place and did not threaten me with wrong information indicating my stand-by ticket would cost more than $900. I spoke with multiple customer agents on June 27th, and they confirmed there is a memo from ******** authorizing a refund. My friend was with me to witness all conversations. I also have the record of a conversation with ******** at the resolutions desk. Please refund $63 as ******** confirmed over the phone on June 4th, 2022.

      Business Response

      Date: 07/21/2022

      Customer was contacted on July 20, 2022 under TID 1-31656912106 is attached. 

      Customer Answer

      Date: 07/28/2022

      Complaint: 17561603

      I am rejecting this response because:

      Hi ******,

      The response from the AA agent did not resolve the issue. Please find the attached document.

       

      Regards,

      Yuki Sugimoto

      Business Response

      Date: 08/05/2022

      Passenger was contacted on August 5, 2022 under case# 1-31721401660. Please see attached.

    • Initial Complaint

      Date:07/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 27, 2022, my husband, ***************************** and I were on a flight from ***** to ********** The plane was diverted to ********** where the pilot reached his hours of service and we had to deplane. We ended up missing our connecting flight to Mempis from ********** We ended up renting a car and driving to ******* instead and did not get on the new flight the next day because I had to be at work that morning. When I requested a refund for ticket ************* Record locator YYXUYH on June 27th it stated that the ticket would be refunded to an American Express ending in ****, which I do not have an American Express and NEVER had an American Express. I reached out to customer service, which I have not heard from, and go an email on July 13th, I received an email stating that my refund was complete after I have emailed customer service that I, nor my husband own an American Express card ending in **** and I do not know how they got that number to refund the flight. Still have not received any communication regarding my complaint. I want the amount refunded to me for my ticket that I paid for that flight.

      Business Response

      Date: 07/19/2022

      Passenger was contacted on July 14, 2022 under case# AA-22WESTBROOK-H49N14. Please see attached.

    • Initial Complaint

      Date:07/13/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Back in February, I called AA regarding using a $1300 trip credit I had from a canceled first class plane ticket to ********* for 4 tickets to *** in March for my family's spring break. I was told at the time that I would not be able to use my trip credit for anyone except myself, so I never booked the flight with AA and instead booked my flights on JetBlue. However, a couple days before my March trip on JetBlue, I get an email from AA with a trip confirmation using my trip credit for all 4 of us. Obviously, I already had a flight on another airline. That was an error on AA's part, so I called and had them cancel the reservation. But then I got an email that the trip credits were now split between each person in my family ($270.19 pp), and not all in my name anymore. That was the whole reason I never booked the flight because they had said earlier it could only be applied to me. I called and spoke with multiple people and was told I would need to send an email to customer service through their online form to get the credits back in my name. I did that, but was told they would not be able to do that and was just offered a silly promotion instead. I rejected that offer and asked again for AA to make this right, but received another reply that they would not change the credits back to me. I am beyond upset because this was an AA error booking a flight that I didn't even want and now I'm paying the price and will lose the credits by September if I don't book travel for all 4 of my family members, which I don't need. I want to have all of these credits back on my account so I can use it for my own travel. I have repeatedly asked for AA to make this right, and they refuse, so I'm hoping you can help. Thank you for your cooperation and assistance!

      Business Response

      Date: 07/19/2022

      Passenger was contacted on July 16, 2022 under case# 1-31655625739. Please see attached.

    • Initial Complaint

      Date:07/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Bag was a carry on, left on aa959 , on April 17, from ***** to ******. ****** never did a sweep of plane , ***** stole bag have picture of "bag" . With no expedite tag , can not send out of country without it.

      Business Response

      Date: 07/19/2022

      Passenger was contacted on July 18, 2022 under case# 1-31656648612. Please see attached.

      Customer Answer

      Date: 07/19/2022

      Complaint: 17561535

      I am rejecting this response because:
      No out come
      Regards,

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

      Business Response

      Date: 07/26/2022

      Passenger was contacted on July 21, 2022 under case# 1-31678927527. Please see attached.

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