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

  940 S Kimball Ave Ste 100 Southlake, TX 76092-9026

• 

  American Airlines

  5900 Messer Airport Hwy Birmingham, AL 35212-1057

• 

  American Airlines

  2900 Woodcock Blvd 222 Atlanta, GA 30341-4004

• 

  American Airlines

  3707 N Harbor Dr #103 San Diego, CA 92101

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:09/21/2022

  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.

  Our original flight was booked through AA Flight ****. We were to depart from *** (********) on 8/24/22 at 3:22pm and arrive in *** (*****) at 7:29 for our connecting flight **** from *** to *** (*********************) to depart at 9:08pm. We boarded the plane in ******** and we sat at the gate for an extended period of time, the pilot announced he was holding the plane for an additional 10 passengers that needed to board this flight, since it is the last flight out of the country that day, he continue to explain that things were taking longer due to a prior power outage and everything had to be completed manually. Our flight was delayed more than 50 minutes sitting on the runway. When we arrived at *** it was a late arrival When we arrived at our gate, the doors were already closed and they were not allowing anyone else to board the plane. Speaking with an American Airline employee he stated the pilot did not want to hold the plane and decided to leave, 44 passengers behind that were on the delayed connecting flight. We explained how this was totally out of our control since the prior pilot waited for 10 passengers and this one did want to wait for 44 passengers. After many hours trying to reschedule another flight out with American Airlines, they had us flying out the next day 8/25/2022 later in the afternoon and multiple layovers, when we needed to be home ASAP. We ended up flying home on a different airline to get home in a timely matter. Contacted them over 10 times asking for a refund for the flight we did not take. The original flight cost $1117.74, I requested the 1/2 back since we did not take the 2nd part of our flight due to AA. They have given flight vouchers which I will not accept. They originally refunded us $44.42 which I rejected and then they refunded us $291.72 which is still not correct . I want the cost of that ticket we did not use which on the receipt that I have is $558.87 for two seats which I purchased. You can not call refund department to talk

  Business Response

  Date: 09/29/2022

  ********* was contacted on September 25, 2022 under case# 1-31968689219. Please see attached.

  Customer Answer

  Date: 09/29/2022

  Complaint: 18056353
  
  I am rejecting this response because: The refund is not the whole amount that I purchased it for. I Do NOT want flight credits as I will not use your company again for how you have handled this matter. Take those credits and reimburse me that amount back to my credit card .
  
  Regards,
  
  *********************

  Business Response

  Date: 10/05/2022

  Passenger was contacted on October 2, 2022 under case# 1-32007349165. Please see attached.

  Customer Answer

  Date: 10/05/2022

  Complaint: 18056353
  
  I am rejecting this response because:
  
  Regards,
  
  *********************

• Initial Complaint

  Date:09/21/2022

  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 travelled with AA on September 5th, 2022, starting with a flight from ********, ******, at 6:45am local time (operated by AirSerbia) and then continued on from **** to ****** and then *********, ******** (CMI).My luggage was lost in **** and I spent endless hours on the phone, internet trying to track it down. At one point, I was put on hold for more than 3 hours and every time I called I received noninformative responses about the location of the bag. Finally, someone delivered the bag on the 10th of September, 5 days after it got lost. Needless to say, the bag was completely broken, filthy, the contents spilled (i.e., toothpaste pressed so hard and bags torn so that all my clothing was soiled by it etc). I took careful pictures of the bag to file a request for damage compensation. I proceeded online to make the claim (the claim was for a small amount, roughly $45, so clearly did I not try to profit from this situation - it was a matter of principle to get compensation). I also tried to claim expenses incurred during the waiting period (I purchased an electric ****** etc that I really needed), but was told that a claim has already been filed and that I cannot duplicate the requests (which is inappropriate since AA asks to choose the category for the complaint, and damaged bags were in a different one compared to costs incurred during the waiting time). Shockingly, a few days later I got a response that I have to bring the bag to the airport myself for them to assess the damage before I can get reimbursed.First, why should I waste more of my time (after endless calls and 3+ hours holds) to get the bag to AA? I sent detailed photos that were requested but then ignored? Second, who would keep a filthy oily, broken bag that spent days being tossed around at various airports in their house, especially during the time of the pandemics? I tossed the bag away the same night after emptying its content. Third, I was not allowed to file for an expense reimbursement.

  Business Response

  Date: 09/29/2022

  ********* was contacted on September 22, 2022 under case# AA-22MILENKOVIC-J42B14. Please see attached.

• Initial Complaint

  Date:09/21/2022

  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 submitted an email complaint to American Airlines and Secretary ********* n 9/16/2022. The email expressed concerns about a news story reporting issues of anti-Semitism on American Airlines. Within a few days of writing to Secretary ********* and ccinng American Airlines CEO *********************, my wife and I received an email from American Airlines informing us that we were banned from flying the airline. We were also told that if we had AAdvantage frequent flyer accounts that these too were closed.

  Business Response

  Date: 09/29/2022

  ********* was contacted regarding this issue on September 14, 2022 under case# 1-31938733521 and on September 16, 2022 under case# 1-31946022024. Please see attached. Passenger's current BBB correspondence, which is under case# 1-31967411122, is being reviewed and will receive a response soon.

  Customer Answer

  Date: 10/04/2022

  Complaint: 18055298
  
  I am rejecting this response because after I called the corporate office the airline informed me I was banned for life from flying their airline. 
  
  Regards,
  
  *******************

  Business Response

  Date: 10/12/2022

  Corporate Security is reviewing this matter and someone will be reaching out to the passenger shortly.

• Initial Complaint

  Date:09/21/2022

  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.

  We booked a flight with American Airlines back in June. We booked business class and nonstop. We were scheduled to take off today, 9/20 at ****. We boarded the plane at ****. We were told there was a delay due to weather. After being on the plane for 2 hours they had us de-board because the pilot was not legal to fly. They said that we would re-board at ****. At **** they canceled the flight. We attempted to rescheduled with **. They could not offer an equivalent flight. All flights had layovers and they did not have business class. I requested an escalation to management. And they were not able to have a resolution. I lost the money associated with the business class, the hotel I booked and the connecting flights. The ** employees did not seem to care. They did not apologize or offer any acceptable resolution. This is shameful that a company could ruin a planned trip and waste thousands of my dollars.

  Business Response

  Date: 09/29/2022

  ********* was contacted on September 22, 2022 under case# 1-31967411041. Please see attached.

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  American Airlines offered me a credit instead of refund for double surgery on my bladder and colon. They want me to fly to ****** by Feb 27 but that doesn't make sense. My trip was booked for June 12th. When I tried to rebook trip for the following year, I needed to be there by the time I booked the trip which doesn't make any common sense when going to ****** in February. It's ******! It would be dark over 20 hours a day at that time. I just need someone at customer service that can think beyond what the computer is telling them, actually review my compliant. It's being on going since May. I have spent 60 plus hours on the phone and filling out paperwork at this point it's about the principal of doing the right thing and not giving up for the next guy that has gone through this. I know BBB is amazing company that will help me resolve my issue with American Airlines and American ************************* Thank you for your time and consideration *************** ************ ******************

  Business Response

  Date: 09/29/2022

  ********* was contacted on September 22, 2022 under case# 1-31967411001. Please see attached.

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair 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.

  This is in response to flight conf: JSKQBW Flight #aa2339 My husband, two young children (ages 1 and 3), and myself were scheduled to fly from *******, ******* to ********, ***** on August 6, 2022. We missed our connecting flight from JFK to ******** due to a mechanical issue. We were told mid flight to go to a customer service desk for assistance. We were offered a hotel room since we couldn't get rebooked until the following day at 5:27pm. We initially accepted the offer but told the agent at customer service we didn't have car seats since my in law's were going to let us use theirs when we got to *****. The shuttle service to the hotel confirmed they would not take us without car seats. The representative for AA called another department to inquire about car seats, she was told they didn't have any to loan out. The two options given to us was to stay overnight at the airport which would have been close to 24 hours if not more or rent a car and drive the remainder of the way to ***** (5 hour drive to our final destination.) We felt the most responsible decision was to rent a car and car seats and drive the rest of the way. We were only able to book with **** on such short notice and had to pay a premium for a one way car with two car seats. After several hours on the phone we were promised a full refund within 10 business days- that was never received. When I called back I was told it could take up to 3 weeks to receive, now at this point it as well has not been received. Cost of tickets: $1644.60 Cost of Car: $514.24 Cost of Gas: $78.09

  Business Response

  Date: 09/29/2022

  ********* was contacted on September 20, 2022 under case# 1-31962212332 and on September 21, 2022 under case# 1-31963146808. Please see attached.

  Customer Answer

  Date: 09/29/2022

  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:09/20/2022

  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.

  My wife and I were flying home from our honeymoon from ********** on 7/16 when AA cancelled our flight (AA2686 *** - GRR) and left us stranded in *********, **. They said it was cancelled due to weather but it was sunny skies. The airline refused to rebook us on another flight until Monday morning and would not provide us with hotel accommodations, they expected us to stay in baggage claim with no access to food for two days. AA also refused to rebook us on another airline after I told them Delta could get us home the next morning. Waiting around 36 hours to come home due to their cancellation is unacceptable and coming home Monday morning instead of Saturday evening was not acceptable due to job duties at home. We ended up having to pay our own hotel ($131.39), uber to/from ($88.97) airport and pay for our own flight home on Delta ($722.16) for Sunday morning the 17th. We have been trying ever since to work with AA on reimbursement for the costs associated with this to no avail. We submitted requests on their website and the first response was to credit us with **** miles to our American Airlines account. **** is not enough for two people to fly anywhere or do anything. We contacted them again and have received no communication since. We also submitted a request for a refund from American Airlines to which they credited us a total of $375.10 ($187.55 each) which is nowhere near the cost of the flight home or the amount that we had to incur to get ourselves home. Please help, we racked up almost $1000 in bills just to get home. They wouldnt even refund the amount for baggage for the cancelled flights which was $70.80.

  Business Response

  Date: 09/28/2022

  ********* was contacted on September 27, 2022 under case #1-31973179229. Please see attached.

• Initial Complaint

  Date:09/20/2022

  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.

  My husband and I booked reservations to ********, ************** for May 12, 2022. On May 11, 2022 we were under a mandatory evacuation notice when a wildfire broke out and came within a street's width of our tract. This evacuation lasted three + days. We had to cancel our flight plans given the situation and the fact our luggage and documents were in our home in the evacuation area. We notified American Airlines immediately of the situation. However, after two formal requests for a refund, we have only been given Trip Credits. I booked another upcoming flight, but there is still a balance of nearly $300. I once again asked for a refund to my credit card only to again be denied. American Airlines does not see an Act of God as a reason to ***** a refund. They only see it as a way to keep people's money. I will not use this airline in the future after this experience and I would encourage you to think twice before using them as well. @american.air @aa.com

  Business Response

  Date: 09/28/2022

  ********* was contacted on September 23, 2022 under case #1-31964457231. Please see attached.

• Initial Complaint

  Date:09/20/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  American continues to advertise a flights form *** to *********, ************ using ***** Airlines departing on 12/18/2022 and returning on 12/29/2022. These are flights AA8130 and QR **** and AA8133 with several other options. The American website indicates they are available and allows for you to put in all your information including credit card then mysteriously voids the transaction. I have spoken with 5 separate agents who have been unable to help me as well. These flights have been advertised for the last 3-4 weeks but you can never access them even after going all the way though the ticketing process. This is False Advertising and is wrong. This has continued even after I have brought it to American's attention.

  Business Response

  Date: 09/28/2022

  Customer was contacted on September 21, 2022 under TID 1-31961361737 is attached. 

  Customer Answer

  Date: 09/29/2022

  Complaint: 18050663
  
  I am rejecting this response because: It is corporate double talk and offers no compensatory resolution. I was damaged by their fraudulent representations and request to be maed whole.
  
  Regards,
  
  *********************

  Business Response

  Date: 10/07/2022

  ********* was contacted on October 2, 2022 under case# 1-32014454277. Please see attached.

  Customer Answer

  Date: 10/10/2022

  Complaint: 18050663
  
  I am rejecting this response because it offers no relief.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:09/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted American Airlines to request compensation related to our flight, 2 bookings (ERWFXI and BRQQDV) with a total of 8 people. We were flying to celebrate a 16th birthday on Carnival Cruise Line, which was ruined because of our experience. After boarding, the pilot announced a delay because of damage done to the plane by the food vendor. Approximately 1.5 hours later, the crew re-boarded passengers who had de-planed, which took an additional 1/2 hr. Upon deboarding we were delayed again because your staff lost my wifes mobility scooter. We were told that it would be brought up an elevator and were taken there via wheelchair. The scooter was nowhere to be found. We returned to the gate and it wasnt there. After waiting for it there we were taken back to the elevator and still were unable to find it. We were then taken to customer service where they looked up the tracking number and found that it was at the airport but didnt know where it was. After almost 1hr the scooter was located and brought to us. By this time, we missed our shuttle to the pier and had to take taxi's. When we arrived at the pier the ship had already left and we missed our cruise.We are requesting the below compensation:Cost of Lodging: $1280.00 Two Car Rentals: $800.00 ************ to pier: $240 Carnival cancelation penalties: $352 per person (amount Carnival will not refund due to missing the cruise and is not covered by the trip insurance we purchased)All of these costs were costs that we would not have incurred if we would have arrived at our destination on time and our items lost / misplaced for over 1/2hr. I have contacted American Airlines and they offered a $125 trip credit which is not even close to the costs we had incurred unexpectedly. The case number on their side is AA Ref#1-31913450929. I have tried to contact them again via email numerous times but have not received any replies.

  Business Response

  Date: 09/28/2022

  Our team is currently reviewing your reply and will reach out to you as soon as possible. Your open case number is 1-31943937918 .

  Customer Answer

  Date: 10/06/2022

  Complaint: 18049883
  
  I am rejecting this response because: It is not a response, it's just a comment
  
  Regards,
  
  *********************

  Business Response

  Date: 10/14/2022

  Passenger currently has case# 1-31917232545 open and will receive a response soon. Please see attached.

  Customer Answer

  Date: 10/17/2022

  Complaint: 18049883
  
  I am rejecting this response because: it is not a resolution its just stating that they are looking into the case.
  
  Regards,
  
  *********************