Complaints

This profile includes complaints for American Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Airlines

  4333 Amon Carter Blvd Fort Worth, TX 76155-2605

• 

  American Airlines

  Philadelphia International Airport Terminal A Philadelphia, PA 19153

• 

  American Airlines

  3707 N Harbor Dr #103 San Diego, CA 92101

• 

  American Airlines

  7770 Milton E Proby Pkwy Colorado Springs, CO 80916-4925

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  American Airlines

  Kalamazoo Regional Airport 5235 Portage Rd Portage, MI 49002-1766

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:06/11/2025

  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 am filing a formal complaint against American Airlines for the mistreatment of myself and my autistic daughter on June 7, 2025, flight AA2050 (********** to *******, Conf. Code: QBLKTT).Despite providing her disability information in advance, we were ignored at **************** while other passengers were prioritized. After waiting 15+ minutes, I politely asked for assistance, and the agent, ******* *., was cold and dismissive.We were assigned separate seats and forced to handle seating ourselves at the gate. A gate agent then made the offensive comment: "Next time you should spend more money and buy your seats together so this doesnt happen again." Flight attendants onboard provided no real assistance.This entire experience caused unnecessary distress for my daughter and was completely avoidable if staff had followed proper disability accommodation procedures.I am seeking a full investigation, formal apology, corrective staff training, and compensation for this unacceptable treatment.

  Business Response

  Date: 06/12/2025

  As part of our partnership with the Better Business Bureau, I've received your correspondence. This is in response to your BBB Case: 23455785

  We deeply apologize for not meeting your expectations during your recent experience with us. At American Airlines, we pride ourselves on providing personalized and friendly service in all situations. Our customers should always experience polite, professional service from our employees, regardless of the circumstances. Our team is always expected to provide courteous and professional service to all passengers. I regret any inconsistency you encountered and sincerely apologize for the lack of professionalism you described.
  

  We understand the importance of being aware and sensitive to the needs of passengers with disabilities. Like all carriers, American Airlines is required to provide training to our employees with respect to awareness and providing appropriate responses to passengers with disabilities, including persons with physical, sensory, mental, and emotional disabilities, and how to distinguish among the differing abilities of individuals with disabilities. 
  

  Although we believe our employees received the necessary training and there was no regulatory violation that occurred regarding said training, we are sorry to learn of your disappointment with the service you received. Please know that we do not condone a lack of courtesy towards any of our valued customers. Mr. Divino, I would like to assure you that we take our customers’ concerns and feedback seriously. The comments that you shared with me today will be made available to our leadership team for further review and will be used to refine and update our practices. We want our customer journey to be the best in the industry, and we thank you for giving us the opportunity to drive change.
  

  I appreciate you giving me the opportunity to respond to you about your recent experience. While you are always free to contact the Department of Transportation Aviation Consumer Protection Division about the difficulties that occurred, I hope I was able to resolve the issue for you. Should you ever need assistance following a trip you've taken with us, call our Past Travel Disability Assistance Line at 1-800-892-3624. If you’re calling from outside the United States or Canada, you can call our Past Travel Disability Assistance Line at 682-286-5070. We're here to help.
  

  Mr. Divino, we value your continued AAdvantage® loyalty and look forward to rebuilding your confidence in our service. We hope you'll give us the opportunity to provide you with a more positive experience in the future.

• Initial Complaint

  Date:06/11/2025

  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 have had immense communication issues with American ******** service the last few days. Please advise. 1. My flight on Friday, June 6th was cancelled. I was told it was due to staffing issues, but several days later I was told it was due to weather. 0 other flights were cancelled that day for weather on my flight path, no weather reports at my destination city, no weather reports at my departure city. I had to rent a car for $178 to drive to my destination and I missed my sister's wedding dinner as a result. I am eligible for compensation for this flight, which I was told multiple times on the phone and at the ** desk. I talked with someone on the phone who confirmed my automatically rebooked flight on June 7th had been cancelled at my request and and was eligible for a refund. 2. My return flight was also delayed several hours and eventually cancelled. While I understand this was truly due to weather, I believe I am entitled to compensation for the entirety of the trip due to severe communication issues. 3. I received a response denying my refund request seemingly for my return flight, with 0 acknowledgement for the promised refund on the unflown portion. I have spoken with multiple phone agents who reassure me that I am eligible for compensation.

  Business Response

  Date: 06/12/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 11, 20245. This is in response to your BBB Case: 23455510.

  Thank you for reaching out and for sharing the details of your recent experience. I truly regret to hear about the communication challenges and disruptions you’ve faced, and I understand how frustrating this must have been, especially given the personal significance of your trip.

  In reviewing our records, your flights AA4464 and AA5162 cancellation were caused by weather and Air Traffic Control. Air traffic disruptions can be the result of weather conditions, congestion at the destination or origin city, weather along the flight path, or ground stops/holds. When situations like this occur, Air Traffic Control will decrease the number of take-offs and landings which impact the number of flights that can operate. It may appear that other flights were unaffected, this is because a portion of flights may have been delayed or canceled to free up space and minimize traffic.

  Since these disruptions are outside of our control, we would not offer compensation or reimbursement for your expenses. I am sorry to hear your plans were impacted and you arrived to Washington later than planned.

  I understand you were initially informed the cancellation was due to staffing, and later told it was weather-related. I recognize how confusing and frustrating this conflicting information must have been. While our records indicate the cancellation was ultimately attributed to weather, I understand your concern given the lack of reported weather issues along your route. While this cancellation was due to weather, we understand your broader concern is the severe communication breakdown throughout your trip.

  Weather events are sometimes complex and can affect our operations in a variety of ways. Air traffic congestion, bad weather earlier in the day, the previous day, or at one of our hubs can cause our crew members to be out of position or to reach their maximum number of working hours. While other factors may negatively contribute to inconveniences during a weather situation, we consider what set the off-schedule event in motion and advise our customers accordingly.

  Considering the information you’ve provided, I have submitted your request to our Refunds team for further review. Once the request has been reviewed, they will respond to you directly. In the meantime, you can easily track the status of your request by visiting www.aa.com/refunds/ and using ticket number 0012244777144. Please allow up to 14 business days for the information to be updated.

  Thank you again for taking the time to share your feedback with us, Emily. Your comments give us the opportunity to improve and we are grateful for the benefit of your perspective. As an AAdvantage® member, your business means a great deal to us and we hope to welcome you on board an American flight soon.

• Initial Complaint

  Date:06/11/2025

  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 had a flight yesterday at 2;00 pm local time from MEX-**** the flight was delayed so much for engineerings issues, kept us on the plane for so long and lost my presentation that I had to do in the city of *****, my ticket #*************-5 its incredible that such an airline just don't do their check list prior of boarding to see tech issues with the plane and delay the people so much and don't offer you neither a cup o coffee or a any compensation whatsoever. I lost a nice paycheck thanks to American Airlines.

  Business Response

  Date: 06/12/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 11, 2025 This is in response to your BBB Case: 23455414.

  From reading your correspondence, it's clear that you didn't have the best time traveling with us on flight AA505. I'm truly sorry to hear that your flight to Miami didn't go as planned. I can only imagine how frustrating that must have been, especially given the importance of the presentation you were scheduled to attend. Travel disruptions are never easy, but missing a key event like that adds another layer of stress and disappointment.

  The nature of our business requires that we check all systems of an aircraft shortly before departure. While many systems are checked overnight during routine maintenance or due to a prior crew report, some systems do not show any irregularity until the ground power unit is connected or the engines are started.

  In this case, once the ground power was connected and customers were boarding the aircraft, a mechanical issue was discovered. When this happens, a new departure time is established based on the estimated time required to correct the issue. Although this situation is rather inconvenient, the safety of our customers and team members remains our top priority. We would never want to jeopardize this commitment and will not hesitate to delay or cancel a flight in the interest of safety.

  Our records indicate your ticket has been fully used for your travel. With that in mind, since the full ticket value has been used and the ticket has no remaining value, a refund is not applicable.

  However, as a tangible apology, I've made arrangements for a $50.00 Trip Credit to be sent to you via separate email to use toward the purchase of a ticket for travel on American Airlines or American Eagle® within one year from the date of issue, unless otherwise listed. While a Trip Credit is nontransferable and cannot be sold or bartered, it can be used to buy a ticket for anyone. It may also be helpful to know that although the Trip Credit must be applied toward a ticket prior to expiring, travel can extend past the expiration date. All applicable terms and conditions can be viewed by clicking here.

  On behalf of everyone at American Airlines, Ana, please know that we appreciate you very much and hope to have the opportunity to rebuild your confidence in us. It would be our pleasure to welcome you on board again in the future.

  Sincerely,

  Ashlin Kennedy
  Customer Relations
  American Airlines

  AA Ref#1-37516284937

• Initial Complaint

  Date:06/11/2025

  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 purchased 2 tickets from *** to DFW confirmation number LVGMDF. Today I called to see if I could change the flight home and was speaking with the agent. I DID NOT give them the authorization to cancel my flights because I had not agreed and was asking if we could, how much it could be. He told me the flight would be $1000!!! I said let me look, I pulled up the app and it said $302 for each. He also said my reservation was only for one person which is wrong. He didnt have a clue what he was talking about so I asked to speak with a manager. He put me on hold then the same exact person came back on the line trying to sound like someone different. Again the entire time I did not agree to cancel both my flights or any flights and now I only received $465 out of $700 and no one is helping me. I have reached out to the phone number so many times and I am not getting anywhere. Please pull the call and see what I didnt not approve this and give me my $700 back!!!!

  Business Response

  Date: 06/12/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 11, 2025. This is in response to your BBB Case: 23455123.

  Thank you for taking the time to speak with me. I appreciate you sharing your perspective. Again, on behalf of all of us here at American Airlines, I am very sorry that you were inconvenienced by the misunderstanding with your travel reservation. I'm truly sorry. We make every effort to assist our customers accurately and efficiently with their travel plans.

  Rest assured, your feedback regarding this matter gives us the opportunity to improve and we are grateful for the benefit of your perspective.

  Trip Credit 0014463039053 is $331.97 and the seat is under ticket 0010626005541 is $21.11 which are under your name. Trip Credit 0014463039052 is also $331.97 and the seat is under ticket 0010626005542 and that is $20.48. The total cost of these tickets are $705.53.

  On behalf of everyone at American Airlines, Melissa, please know that we appreciate you very much. As an AAdvantage® member, your business means a great deal and we hope to have the opportunity to rebuild your confidence in us. It would be our pleasure to serve you again.

  Customer Answer

  Date: 06/12/2025

  Complaint: 23455123
  
  
  
  I am rejecting this response because:new airline tickets are $1277.92 doesn’t even include seats. The airplanes are about full and I will have to book today. I will pay the difference out of my pocket but I will need to be reimbursed $572 back in my form of payment! I shouldn’t have to pay this ridiculous amount extra when I did not authorize them to cancel my flights!! It won’t allow me to add this picture of the price here. 
  
  
  
  Regards,
  
  
  
  Melissa Hutchens

  Business Response

  Date: 06/13/2025

  As part of our partnership with the Better Business Bureau, I've received your correspondence. This is in response to your BBB Case: 23455123.

  I'm sorry to hear that you're disappointed with our response. Although we recognize that we may not always agree upon a resolution, we do our best to be supportive as advocates for our customers. Rest assured, we value your feedback and appreciate the opportunity to improve in the future. We look forward to restoring and rebuilding your confidence.

  We appreciate you very much, Melissa, and hope to have the opportunity to welcome you on board another American Airlines flight.

  Customer Answer

  Date: 06/13/2025

  Complaint: 23455123
  
  
  
  I am rejecting this response because:the business lied and did not give me the $705. Please see screen shot as they are only giving me $232.97x2! I have called and emailed many times between yesterday and today with 0 response. They advised that if I emailed they would respond and that’s the case. I leave in a few days and there is only a few seats left so I am forced to pay out of pocket for these. I need my money back for the tickets I am buying!!! A refund, not trip credits since they are failing to answer or reply back. I will continue to escalate this matter. I shouldn’t be responsible for over $600!
  
  
  
  Regards,
  
  
  
  Melissa Hutchens

• Initial Complaint

  Date:06/11/2025

  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.

  Claim filed in Dec. 2024 Under the **** Regulations, airlines are required to follow certain rules when it comes to delayed, damaged, or lost baggage: This is an attempt to collect a debt from American Airlines due to mishandling of my luggage during Dec. 2024 trip to ******. American Airline behavior was neglectful, resulting in a series of catastrophic failures. The entire journey was stressful, frustrating and disappointing, resulted in numerous financial losses, physical strain, and, most significantly,jeopardized my health. I am requesting full reimbursement for my expenses, including essential and replacement items, as well as the refund of my flight points.Complaint Summary 1. Flight Delay and Missed Connection My flight AA3435 was delayed until 10:40 AM, which caused me to miss my connecting flight AA1662 to ************. 2. Mishandling of Luggage The trouble continued as American Airlines flew my bags to ************, The connecting flight I missed due to the delay of AA3435 out of *******. American Airlines sent my bags to ************ where they remained for two days. Upon arrival at ******* de Gaulle (CDG) on December 18, I elicited the help of British Airways (the carrier I flew on as the last leg of my journey after my flights with American Airlines was rebooked), which confirmed that my bags were flown and left behind in ************. It took 5 days of coordinating with American Airlines, British Airways and Chronopost to receive my luggage. When the bags were returned, one of my shoes was missing, along with a North Face jacket. The wheel my luggage was broken, rendering it unusable.Due to the delay in my luggage and the mishandling of my flight connections, I was forced to incur significant expenses, including: Change in Train Ticket (due to missed flight): 78 Essential Clothing and Toiletries (due to delayed baggage): 500 Loss of Shoe: $45 Damaged Luggage: $79 Medication and Doctor Visit: 50 Food (for missed connection): $17

  Business Response

  Date: 06/12/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 11th, 2025. This is in response to your BBB Case: 23454923

  Our records indicate that currently you have an open case with our specialty team and they are investigating. You should hear from our team soon. In the meantime, we thank you for your patience.?

  Customer Answer

  Date: 06/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will work with the business for a satisfactory resolution. 
  
  Regards,
  
  Ms. ******

• Initial Complaint

  Date:06/11/2025

  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.

  Have a flight booked for today June 11th, 2025 on flight 2811. First complaint is they didnt delay the flight till the start of boarding time (5:20am (departure was supposed to be 6:00am)). Second complaint was there was no communication why there was a delay, I had to pry it out of the customer service workers. After that it was then delayed till 12pm and I went to the kiosk to ask for compensation since a 3 hour delay makes the customer (me) obligated for a compensation of at least 3 times the ticket price. I got up at 3am to make the flight just for it to be delayed 6 hours. I demand a full compensation of 3 times the ticket price.

  Business Response

  Date: 06/12/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 11, 2025. This is in response to your BBB Case: 23454717.

  Thank you for reaching out to us. From reading your correspondence, it’s clear that you didn't have the best time traveling with us on your outbound journey.

  I sincerely apologize for any confusion caused by the previous email. As you are currently traveling, we kindly ask for your patience. In order to assist you effectively with your complaint, we will need to wait until your entire trip has concluded, rather than just your outbound flight.

  Once your travel is complete and you are settled, please feel free to respond directly to this email. Rest assured, I will personally ensure your case is handled with the utmost care and priority.

  We appreciate your AAdvantage® loyalty very much, Kyle, and hope to hear from you soon. 

  Sincerely,

  Ashlin Kennedy
  Customer Relations
  American Airlines

  AA Ref#1-37524511399

  Customer Answer

  Date: 06/15/2025

  Complaint: 23454717
  
  
  
  I am rejecting this response because:
  

  I am enraged and upset with how much time and money have been wasted with American Airlines. No more. I demand compensation.

  
  Regards,
  
  
  
  Kyle Mcmullin

  Business Response

  Date: 06/17/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 16, 2025. This is in response to your BBB Case: 23454717.

  Thank you for your candid feedback. I’m sorry to hear how upsetting and frustrating this experience has been for you. Your time and money are valuable, and I completely understand your disappointment.

  Our records indicate that currently you have an open case with our relevant team and they are investigating. You should hear from our team soon. In the meantime, we thank you for your patience.

  Thank you again for taking the time to share your feedback with us, Kyle. Your comments give us the opportunity to improve and we are grateful for the benefit of your perspective. As an AAdvantage® member, your business means a great deal to us and we hope to welcome you on board an American flight soon.

• Initial Complaint

  Date:06/11/2025

  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.

  Airline policy states on the website that minors under the age of 15 are guaranteed to sit next to an adult on the same reservation. I checked in online and did not select seats as I wanted to system to automatically assign us seats. My 13 year old daughter was assigned a seat rows away from me without any adult in our party sitting next to her or in the same row as her. I called customer service and they stated that because I had already checked in they could not change my seats. I was told to negotiate with other passengers on the plane to see if they would change seats with us. If the system knows she is a minor, she should have already been assigned a seat next to an adult on our reservation. Fix your system. I should not have to go through all these extra sets to force you to comply with your own policy

  Business Response

  Date: 06/11/2025

   

  Thank you for taking the time to share your feedback.

  Please know we take your comments very seriously and appreciate the opportunity to improve. We have sent your case to our specialty team. You should hear from our team soon via email or phone. In the meantime, we thank you for your patience.?

• Initial Complaint

  Date:06/11/2025

  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.

  Complaint: Lost Baggage, Poor Resolution 40+ Days Case AA-25ABASALIYEV-F47Q10 I flew with American Airlines and checked in baggage that was lost on May 3rd, 2025. Its now been over 40 days, and the issue remains unresolved.Despite me submitting receipts and cooperating fully, Im still being asked to recover an internal file reference number from their own chat support (which I dont have access to). The airline has failed to locate the bag or finalize compensation.This is a clear case of negligence, unacceptable delay, and failure to deliver basic customer service. I demand full compensation under the Montreal Convention ($2,056.79 USD) and accountability for mishandling this case.

  Business Response

  Date: 06/11/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 11, 2025. This is in response to your BBB Case: 23453164.

  
  To file a claim for your damaged baggage, delayed baggage and interim expenses please click here. Once the claim form is completed and submitted, someone from our Central Baggage Resolutions team will review your claim form and be in touch with you as soon as possible. In the meantime, we’re grateful for your patience. To view frequently asked questions regarding delayed or damaged baggage, please visit us online by clicking here. 

  
  Thank you, Kenan, for the opportunity to address your baggage concerns. It’s important that our customers have their belongings on time, every time they fly. We’ll continue to strive to improve this service. We hope to welcome you on board another American Airlines flight soon.

  Customer Answer

  Date: 06/11/2025

  Dear Ms. Tarrosa,
  
  Thank you for forwarding the response from American Airlines regarding my complaint #23453164.
  
  Unfortunately, their reply fails to address the core issue of my complaint — the complete loss of my checked baggage on May 3, 2025 (Flight AA121) and the airline’s continued failure to take responsibility or offer proper compensation despite over 40 days of delay.
  
  Instead of providing a concrete resolution or acknowledging the case reference (AA-25ABASALIYEV-F47Q10), American Airlines simply redirected me to a generic claim form, ignoring the fact that I have already submitted all necessary documentation weeks ago and have an open unresolved case.
  
  Furthermore:
  •I have provided a full inventory of lost items totaling over $10,000 USD,
  •I have incurred an additional $10,000 in replacement costs during my stay,
  •I have received no substantive updates, no closure, and no compensation.
  
  Therefore, I am formally rejecting the company’s response. Their message reflects a lack of accountability and undermines the purpose of the BBB conciliation process.
  
  I respectfully ask that this complaint remain open and unresolved until the airline provides an adequate and documented resolution.
  
  Sincerely,
  Kenan Abasaliyev
  ?? 1840 Sweetbay Way, Hollywood, FL 33019
  ?? [email protected]
  ?? 786-850-7777
  

  Business Response

  Date: 06/13/2025

  As part of our partnership with the Better Business Bureau, I've received your correspondence. This is in response to your BBB Case: 23453164.
  

  Our records indicate that currently you have an open case with our Specialty team, and they are investigating. You should hear from our team soon. In the meantime, we thank you for your patience.?

  Customer Answer

  Date: 06/14/2025

  Dear BBB,
  
  
  Thank you for forwarding the response from American Airlines regarding my complaint (#23453164).
  
  
  Unfortunately, their response does not resolve my issue. My luggage was lost on May 3rd, 2025, and it contained personal items valued at over $10,000. I traveled for a short vacation and was forced to replace nearly everything at my own expense. I experienced not only financial losses but also significant emotional distress and inconvenience.
  
  
  Despite numerous attempts to reach a resolution with American Airlines, including formal baggage claims and direct outreach, I have yet to receive adequate compensation or a sincere effort to resolve the matter. Therefore, I respectfully reject their response and request that the case remain open until a fair resolution is provided.
  
  
  Please let me know if any additional information is needed.
  
  
  Sincerely,
  Kenan Abasaliyev
  

• Initial Complaint

  Date:06/10/2025

  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.

  Formal Complaint against American Airlines False Advertising and Service Failure To Whom It May Concern,I am filing this complaint regarding a deeply unsatisfactory experience my family and I had on American Airlines Flight AA1521 from ***** to *********** on July 21, 2024. I purchased three first-class tickets, advertised as including premium services such as meals, beverages, entertainment, and superior seating. These services were not provided.Upon boarding, we were told there would be no food or beverage service at all, no in-flight entertainment, and my seat was broken and could not recline properly. Additionally, the lavatory was in unsanitary condition, producing a strong odor throughout the cabin.These deficiencies were never disclosed before boarding, and no refund, alternative accommodation, or compensation was offered. I paid a premium price for a service that was not delivered, and my repeated attempts to resolve the matter directly with American Airlines have been met with dismissive or evasive responses.I believe this constitutes false advertising, service misrepresentation, and a clear violation of DOT consumer protection standards. I respectfully request that the BBB investigate this matter and compel American Airlines to:Issue a full refund or fair compensation Be held accountable for misleading and deceptive practices Thank you for your attention. I look forward to your response and a fair resolution.

  Business Response

  Date: 06/11/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 11, 2025. This is in response to your BBB Case: 23452710.
  
  Thank you for reaching out to us. We sincerely regret to hear that your journey did not meet the expectations set by the premium service you anticipated.
  
  We understand your expectations were not met, particularly regarding access to the Admirals Club at Miami International Airport and the condition and service onboard your flight. Your concerns regarding the lounge access denial, the in-flight environment, and the overall level of service have been thoroughly reviewed.
  
  Our records indicate that currently you have an open case with the relevant department and they are investigating. Please know that your feedback is taken seriously, you should hear from our team soon. In the meantime, we thank you for your patience.?
  

  Moushekh, we appreciate your AAdvantage® loyalty and hope to have the opportunity to welcome you on board an American flight in the future.

• Initial Complaint

  Date:06/10/2025

  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 am writing to dispute the unauthorized cancellation of my flight booking AXIUYW, due to a serious technical issue with the American Airlines app.While reviewing my itinerary on the app, my phone was experiencing extremely poor internet connectivity (photo attached). The app was lagging and barely responding. At no point did I press a cancel button, nor did I receive any kind of warning or confirmation screen. Suddenly, the app refreshed, and I was shocked to see that my entire itinerary had been canceledwithout my consent.This was a $647 Basic Economy ticket. I was issued only $173 in travel credit, despite taking no intentional action to cancel my trip. I have also attached a screenshot to document the connectivity issues I experienced during the session.I did not cancel this flight, and this appears to be a technical failure, not user error. I am requesting a full refund or reinstatement of my original ************ lose nearly $475 due to an error I did not cause is unacceptable. I have emailed their customer service team with no resolution in terms of reviewing my accounts clicks and refunding my purchase or reinstating my flight. They dont even have a number to call for this type of claim, according to customer service. I would like help in getting my flights reinstated, or at the least, the full amount of my $647 purchase refunded due to their platforms error. Thank you,****** ******* (she/her)Booking Reference: AXIUYW ************

  Business Response

  Date: 06/11/2025

   

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from June 10, 2025. This is in response to your BBB Case: 23452567.
  
  Thank you for contacting us. I am happy to respond to your inquiry concerning your booking cancellation.
  
  I am very sorry to hear that you were experiencing issues while using our website. Although these situations are rare, I am sorry to hear you were inconvenienced by connectivity issues with your travel reservation. We make every effort to assist our customers accurately and efficiently with their travel plans. 
  
  I understand your disappointment in the amount of flight credit you received for the cancellation of your ticket and the Basic Economy Cancellation fee.
  
  Basic Economy fares are generally non-refundable and non-changeable. This option provides eligible AAdvantage® members an option to cancel certain domestic Basic Economy tickets on aa.com or American’s mobile app and retain the ticket value in the form of a Trip Credit, less a $99 Basic Economy Cancellation fee. I appreciate you taking the time to share your comments about this. We take your feedback very seriously and hope to welcome you onboard an American Airlines flight soon. 
  
  While we are sorry to hear about the issues incurred, our records indicate that your reservation was cancelled via the aa.com website, from the customers side. As this cancellation occurred due to customer intervention, and not a website issue, the current cancellation policy stands.
  
  For more clarity on your future booking our Reservations team will be happy to assist you with your upcoming travel. They can be reached 24 hours, 7 days a week through Chat at aa.com/chatnow. If you’re contacting us from outside of the United States or Canada, please click here for a list of our worldwide phone numbers. Be sure to have your flight details ready when you call, including your confirmation code.
  
  Mrs. Balleau, we appreciate your AAdvantage® loyalty and look forward to welcoming you on board in the future. Thank you for choosing American Airlines.

  Customer Answer

  Date: 06/11/2025

  Complaint: 23452567
  
  
  
  I am rejecting this response because: I do not understand how a $99 fee translates to a loss of over $300. There should be more protection in place. 
  

  I’m also requesting evidence that there was a confirmation screen for this cancellation, since I did not click one. I’d like a more segmented analysis of this refusal. 
  
  
  
  Regards,
  
  
  
  Taylor Balleau

  Business Response

  Date: 06/13/2025

  As part of our partnership with the Better Business Bureau. This is in response to your BBB Case: 23452567.
  
  
  I’m truly sorry to hear that you’re disappointed with the cancellation policy regarding your Basic Economy fare. I completely understand how frustrating this situation can be, and I sincerely apologize for any inconvenience this has caused.
  
  
  Although we recognize that we may not always agree upon a resolution, we do our best to be supportive as advocates for our customers. Rest assured, we value your feedback and appreciate the opportunity to improve in the future. We look forward to restoring and rebuilding your confidence.
  
  
  On behalf of everyone at American Airlines, Taylor, please know that we appreciate you very much. As an AAdvantage® member, your business means a great deal and we hope to have the opportunity to rebuild your confidence in us. It would be our pleasure to serve you again.

  Customer Answer

  Date: 06/13/2025

  Complaint: 23452567
  
  
  
  I am rejecting this response because: I am, for a third time, requesting an itemized receipt that includes the difference in the ticket prices paid, fees paid, and travel credit issued. I do not understand how I only received $173 back. 
  

  This would help me regain trust in American Airlines, as you said your goal was. 
  
  
  
  Regards,
  
  
  
  Taylor Balleau