Business Profile

Airlines

American Airlines

Headquarters

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Complaints

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

Customer Complaints Summary

7,449 total complaints in the last 3 years.
3,099 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:09/15/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We were scheduled to fly using American Airlines to *******.They delayed the flight for mechanical issues, forcing us to miss our connection. We rebooked, but were told our luggage would be returned to us the following day. It was not.I spent over 90 minutes each time I called their customer service line (5 times), spending the majority of my waking hours on the phone trying to retrieve our luggage.Not only did they not get our luggage to us until 48 hours after we landed, they refused to compensate us for any of our taxi fare due to the flight delays and for us to pick up the bags from the airport.After speaking to customer service after I returned, they offered only travel vouchers or miles on AA. I do not wish to be forced to use their services again - they should be offering us cash refunds or other compensation that is not tied to using their services.They were unwilling to listen and refused any compensation or compromise.I would like to be refunded in cash, not miles or vouchers. It is unacceptable that AA can hold us hostage after providing such sub-standard service.
Business Response
Date: 09/23/2022
CBRO-Customer was contacted September 15, 2022 under case Case: AA-22MALHOTRA-J54S16
Our team is currently reviewing your reply and will reach out to you as soon as possible. Your open case number is 1-31943937918 .
Initial Complaint
Date:09/15/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/8/2022,my son ************************* and I, ************************* were supposed to take a flight from ******, ** to **************, with one layover. We were to leave at 6A ,and arrive at 12P, in ***. Our flight from BOS was delayed, we missed our connector and had a 24 hour layover in ************, **. I had prepaid for a three night, four day vacation at the ******************, **********,(08/08-8/11/22). My son and I didn't arrive until Tuesday afternoon,leaving us missing one day and losing $500 for the room we couldn't stay in, by no fault of my own.I am handicap and disabled and was told I couldn't get my luggage from baggage claim for at least 24 hours while laying over in ************. The hotel we were put in was disgusting and uninhabitable. our return flight was delayed as well. Our whole experience with American Airlines was horrible.I am requesting $500 check back for my room I didn't stay in, due to delays with American Airlines and the full $1,620 expense I paid for two round trip tickets in American Airlines points, for the lack of customer service skills and communication. I have sent countless refund requests and have received **** points for both my son and I, which is minimal to what I deserve. I have sent receipts and proof of resort fees that were paid and I have yet to hear any response on this matter.Attached are copies of receipt for Resort prepayment and flight payment.
Business Response
Date: 09/22/2022
The case is currently under review 1-31814958470 we will respond to the customer once the review has been completed.
Customer Answer
Date: 09/22/2022
Complaint: 18030329

I am rejecting this response because: I have been told By American Airlines a few times theyd contact me back and havent. I returned from my trip over one months ago and no resolution. Im requesting a timeframe on when Ill receive resolution.

Regards,

*************************
Business Response
Date: 10/01/2022
Passenger currently has case# 1-31814958470 open and will receive a response as soon as the case has been reviewed. Please see attached.
Initial Complaint
Date:09/14/2022
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.
I booked a flight from ************* leaving @11:55am on 9/14/2022 to ***** and connecting to ***********, ******. American Airlines changed our flight out of ** to 1:55pm. I booked the earlier flight because I took into consideration flight delays which would still give me time to make the connecting flight from ***** to ******. However, American Airlines changed the flight to 1:55pm, the flight was late leaving DC and when we got to the gate , the flight was closed. American Airlines new that the flight was late and that we would miss our connection. We were not giving an compensation for meals, hotel. We asked for them to book us on a flight with Copa Airlines that had a flight leaving at 6am the next day, instead they rebooked us an American Airlines flight leaving at 12:06pm Would like to be compensated for hotel, meals and other charges for the inconvenience of not getting to my destination on time.
Business Response
Date: 09/22/2022
Customer was contacted on September 14 , 2022 under TID 1-31946355433 is attached.
Initial Complaint
Date:09/14/2022
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.
Premise: When buying a ticket in the American Airlines website you are prompted to select fare type for your ticket at scaling price points. The second to basic fare, called "Main Cabin" has "No change fees (difference in ticket price may apply)" with the attached footnote "Changes for trips that begin in *****, ******, *********** or ********* are allowed with a fee."Therefore, it stands to reason that if you change your flight you will only have to pay for the difference in fee between one ticket price and the other.My Complaint:When trying to change my return flight from "********* To ******" to "********* to *******" the website forced me to call the airline. Who's staff let me know changing the ticket would set me back more than ****** ******* Pesos. While buying a one way ticket to ******* from ********* on the same date would cost me under ***** ******* Pesos. When I asked the employee to send me an official transcript with the prices she explained that she isn't allowed to do that for me. I believe American Airlines is engaging in fraudulent behaviour as the only reason why I bought that ticket in the first place was the flexibility that it offered. The Flight is scheduled to depart Sep 17. And I can't board it since my travel plans changed, and American airlines isn't fulfilling the terms of their service for Main Cabin fares. I have attached what the American Airlines Website shows costumers who buy a round trip Main Cabin ticket from ****** to ********* as that is all the information I got as a consumer when I bought mine (only difference being the dates). I also uploaded the details of the flight I'm disputing.
Business Response
Date: 09/22/2022
Customer was contacted on September 16 , 2022 under TID 1-31946665309 is attached.
Customer Answer
Date: 09/22/2022
Complaint: 18027717

I am rejecting this response because: My fare increased beyond the price of a brand new ticket. Meaning that there definitely were change fees associated with the change.

As outlined in my complaint, the same flight that I wanted to change to would cost me more than ****** ******* Pesos according to the representative that attended us via phone call. While the flight in question would be less than ***** ******* Pesos when bought as a standalone through the website. If ** had in fact eliminated change fees, and were only charging ticketing fees and a difference in fare the expected price of the new flight would be under the cost of buying a new one way ticket.

As it stands we can do a simple math to decipher how much our plane ride costs.

Cost of New Ticket Fare - Value of Original Fare = Price with discount"

We dont know Value of Original Fare, let's call it X in this problem.

***** - X = 28000

X = -******

So unless we owed you ****** ******* Pesos from the previous flight. Buying a new ticket shouldnt have been cheaper.

Additionally this problem only occurred when changing the city to *******. We asked the ** staff member who was helping what the fare wouldve been if I had changed my city to ******, *****, and Milan at the same date (the date we were looking to change it to was one month in the future October 17, and the we stayed within the same fare base) and the price wouldve been under **** pesos. A clear discount over a new ticket.

Meaning that there is a clear change fee when changing the flight from Europe to *******, and you didnt uphold your terms of service.

I hope this email better explains the problem I have been faced with, and that we can reach a solution.

I also attached my original response to the email sent to me by ** on September 16, email which ** didn't reply to.

Regards,

********************************* ******
Business Response
Date: 09/30/2022
Passenger was last contacted on September 28, 2022 under case# 1-31982957976. Please see attached.
Initial Complaint
Date:09/14/2022
Type:Billing 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.
4/21 two R/T tickets were being booked. As I was checking out, I was offered a AAdvantage Credit Card with mileage award AND $250 credit. New Credit card approved, flight booked on new card and in checking out the gross amount of tickets ($1,156.40) was shown along with a -$250 Credit where "you pay today $906.40 was clearly provided online. (Note further the mileage reward was given by Citi Cards and the $ refund/reductions was Am. Airlines inducement). My statement arrived and it showed gross amount. I assumed I have to use the tickets so after my trip I was expecting my $250 credit. Months and months of following up on this has occurred. Today I was told that I was ineligible. I was told that the footnote was listed that outlines why my I may or may not have qualified. HOWEVER, in checking out on the last screen, there was no warning that I might not qualify...there was evidence that the $250 was subtracted from my totals. I was induced on the last screen to perform this transaction. I was lured into doing this only to have the bait and switch revealed months later!!! I would have never applied for another credit card if I had known the $250 was to be taken away. It is ABSOLUTELY *********" was using deceptive trade practices....luring me into this transaction... I seek the $250 which they clearly showed was a rebate/refund/inducement for me to use that new credit card on that particular transaction.
Business Response
Date: 09/22/2022
Customer was contacted on September 16 , 2022 under TID 1-31939380326 is attached.
Customer Answer
Date: 09/23/2022
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:09/14/2022
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.
We bought 2 tickets with AA in November 2019 to ******. The date for traveling was May 03 2020. Obviously, these plans were cancelled and AA issued 2 flight credits for them. Yesterday I called to use the credits, and one agent told me that even though these credits where expired they were extending them to use up till 12/31/2022.She proceeded and created 2 AAdvantage accounts for them and told me that when the reservation was made I could call in and use them. I did exactly that, and the new agent told me we could use them because they were expired. I was transferred to the AAdvantage department, just to be told the same. According to them the problem was that the date of purchase had to be after 01/01/2020 to be able to use them. I find this practice, in this particular situation a robbery. No one was responsible for the events during COVID and cancelation was inevitable. The unwillingness of AA to resolve the matter is just unacceptable, given the circumstances. Their agents are not well informed and offer solutions that not hold, and then management washes their hands, like they don't need customers. At this point I can't even get a refund for the money I spent, so as usual, little people loose in the face of big corporations, taking advantage of a horrible situation.Ticket Numbers are ************* (*****************) & ************* (**********************************
Business Response
Date: 09/22/2022
Customer was contacted on September 21 , 2022 under TID 1-31942382637 is attached.
Customer Answer
Date: 09/22/2022
Complaint: 18024624

I am rejecting this response because:

I find it insulting to give us $200.00 for "our inconvenience" in these extraordinary circumstances. I understand that in normal conditions, the fine letters would apply to the dot, but in a pandemic situation this is unacceptable, American should refund us for the whole purchase, not give us a consolation gift card for robbing us.

Regards,

**********************************
Business Response
Date: 09/30/2022
Passenger was contacted on September 30, 2022 under case# 1-31990500931. Please see attached.
Customer Answer
Date: 10/03/2022
Complaint: 18024624

I am rejecting this response because:

I don't think that just updating the tickets status in their website is good enough effort to communicate with customers. I still firmly believe that in the light of the pandemic, extensions for the use of these tickets, should be the norm. I should not be begging for a refund or an extension for 2 unused tickets cancelled for an unforeseen worldly situation as the Covid-19 pandemic. I stick to my grounds of requesting a full refund for my loss at this point.

I tried responding to this email just to find out that I have to go through their website AGAIN! since this email is a no-response one. I feel it's insulting to customers to be given the runaround like this. I am attaching the response I had to give them through a new complaint in the ** website. I had to place 2 complaints, because the amount of space they provide was not enough.
Regards,

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

This is the email I tried to send them in response to the one you provided as an attachment:
Hello, Nice to meet you!
Thank you so much for reaching out in regards to my case on the BBB. At this time I would like to discuss my concern, not one you went through. Hence why I opened the case in the first place. I do hope you did not have to go to as much trouble as I have. This is not something I wish for anyone to deal with.
It seems like you are declaring you communicated with the website in regards to ticket status updates. The definition of communication is "the imparting or exchanging of information or news". You communicating with your website, is not communicating with me. Since you stated the information was updated on your website, you are clarifying that I was not included in this communication (just your website). Do you not send emails when there is a change in flight status? When there is an issue with a ticket? I fail to see why that would not have been done in this case. I never received such a communication and in such fall outside of your terms and conditions.
Money does not expire. I missed how you taking my money, for a service that was never provided, allows you to keep said funds when American Airlines was the one who cancelled the flight (due to Covid-19 restrictions) in the first place. Sure, you might put a clause into your fine print that states you can do what you want, but sorry is not something to be thrown around lightly. You are simply saying that as a way to say "Sorry for your luck, we are stealing your money...better luck next time". It is not "disappointing" as you say, it is theft.
I will continue this case with the BBB until this is resolved satisfactorily. American Airlines is not taking this seriously and I am sure I am not the only person out there with this issue. Please have a member of your "leadership" reach out to me. Your pre-scripted statements and position entail that you are not able to assist me further.
Thank you for your time,
**********************************
Initial Complaint
Date:09/14/2022
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.
On September 11, 2022, I checked my luggage at *********** airport. My layover was in ********* and due to my coming back into the country I had to retrieve my bags and have them rechecked. At some point between *********** and landing in *********, my bags were damaged. I immediately told someone in the area and he suggested I take pictures and report the damage to the office of my final destination. My final destination was ************, ******* and the moment I retrieved my bags I went to report the damage. The gentleman that helped me, put the information in his computer, gave me a copy of the report, and told me I had 7 days to bring the bags back so they could ship them off. The following morning I brought my empty bags back to the airport all to be told I was misinformed and "AA would not replace them because the damage is considered wear and tear". I just bought my luggage in February and used it a couple of times. Now the scratches and maybe little marks are wear and tear but to completely damage my luggage and tell me it will not be replaced is ridiculous. I purchased my luggage on sale and now it is full price. I would like to be reimbursed full price, plus tax for the luggage American Airlines damaged. Also, I suggest American Airlines let their customers know if they purchase liquid items at the airport as souvenirs, it will need to be placed in the bags they have to recheck. I had no idea I would have to recheck my bags and go through security again. I had to through all the liquid souvenirs I purchased from the airport in the trash due to their lack of communication. I had nothing to bring back to my family.
Business Response
Date: 09/22/2022
Customer was contacted September 16, 2022 under case Case: AA-22DODD-J54Q16.

Customer Answer
Date: 09/22/2022
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,

*********************
Initial Complaint
Date:09/14/2022
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 flight **** from *** to *** was delayed over 2 hours on 7/25/22 due to engine failure, causing me to miss my connecting flight 92 from *** to ***. Ticket numbers ************* and *************. The next flight to ****** was not until 24 hours later on 7/26/22, however there were no employees at any of the desks when we arrived in *** to help with booking accommodations or taxis, so I had to spend $624.51 on a last minute hotel, ubers, and food for the unexpected *************** ************. I also missed my hotel reservation in ****** on 7/26/22 because I did not arrive in ****** until 7/27/22, so I lost $510.25 from that. Receipts available upon request. The delay impacted my entire trip negatively as I had to spend hours calling to change and cancel reservations. In addition to that, on the flight home our flight **** from *** to *** was cancelled on 7/25, however we did not receive any notice via email, text or the app at least 14 days prior to the date of the flight. I am using my right to claim at least 600 compensation for each ticket I purchased by using this online form in accordance with Art. 7 EC No. 261/2004. I never received notice the flight was canceled. I had to call on 8/4 hours before the flight was supposed to take off because I could not download a boarding pass and then found out the flight was canceled. I only received points worth $100.50 for only one person, not even for each person, after we lost $1135.76 and countless hours trying to remedy the situations caused by American Airlines after already paying $3280.74 for the tickets. I have tried calling and submitting forms but nobody seems to be able to help me and I have been waiting over a month. I am requesting two vouchers or at least $1000 worth of additional points for the inconveniences my husband and I experienced. I know this is absolutely possible since they offer over $1000 per person to give up your seat on overbooked flights.
Business Response
Date: 09/22/2022
The case is currently under review 1-31794633650 we will respond to the customer once the review has been completed.
Initial Complaint
Date:09/14/2022
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.
All this going on around just got me confused in my days of traveling. However, the Ticket # ************* is what i am complaining. During this business trip to **** ****. I have taken with me a few items that I found to be necessary for me while I was hoping to call a successful business trip stay. However, someone in the baggage department, opened or some how (magically) my luggage was opened and water has entered to my entire luggage. Because all my electronics items were damaged, I contacted American Airlines at the first moment when I picked my luggage in ***** since that was my connection flight and needed to rechecked my luggage. I told the customer service agent at ********************** that my luggage arrived opened and wet. All my cloths, importan documents from work and the electronic items were ruined and damaged and including my iPhone charger that was stolen from my luggage. So, I was advised to submit a form online, which I did when I arrived to ****, since there was no way for me to do it with all the connection lines and recheck points. After several weeks of no answers, ********* answered me and told me that with 30 days I should be receiving a check for the amount of the total cost of the damaged items. However, that was a lie, because I have not received anything yet. In fact I dont know why I am still flying with American Airlines since they seems not to care fixing problems that they make. I was ok just receiving my money for the items stolen and damaged. But since they dont care of fixing this problem, I want my entire flight refunded. Because all that work and important documents that got ruined and damage cost me my project. And I am taking about a $65,000 project that I have lost due to this incompetency from American Airlines employees in handling peoples baggages. This is insane. So I need an answer right away and expedited resolution, or I will bring this problems to the news if is possible. I had enough playing around.
Business Response
Date: 09/22/2022
Customer was contacted September 16, 2022 under case Case: AA-22GREIFO-I05B24.
Customer Answer
Date: 09/22/2022
Complaint: 18020711

I am rejecting this response because: Check is not confirmed yet. And the request of my ticket refund was not mentioned. This issue as far as my concern goes, have not been fix at all. Instead of refunding for my ticket, (no my refund for my damaged items) I will prefer miles added to my account or a trip credit. After all this incident got worst due to American Airlines no taking care this matter in an appropriate time and way.

Regards,

*************** PhD
Business Response
Date: 09/29/2022
********* was contacted on September 27, 2022 under case# 1-31990270752. Please see attached.
Initial Complaint
Date:09/14/2022
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 booked a flight on American Airlines for myself and my husband flying out of ****** ******** to ******* **** on August 5th, returning on August 7th for the wedding of my nephew. American completely cancelled my outgoing flight and did not rebook. I rebooked my self on another airline flying out because American would not rebook me. They said i would get a full refund of the two flights out of ****** to ******* ****. Each flight was $690.92 from ****** to *******. I filed all of the appropriate paperwork. Instead of refunding my flight they offered a $150 voucher and are saying they've done all they can. Eventhough i have all of the information. Tracking: TKEAPO Ticket Number 1: ************* Ticket Number 2: ************* I have spoken with 5 representatives. Another representative for some reason said my ticket numbers were reassigned: New ticket number 1: ************* New ticket number 2: ************* Every person i have spoken with has said the refund is coming until the last one - ********************* - refused to help anymore as she said the issue was handled. It was not. I would like a full refund of the tickets that american cancelled and did not rebook.
Business Response
Date: 09/22/2022

Customer was contacted on September 17 , 2022 under TID 1-31943884698 is attached.

Customer Answer
Date: 09/22/2022
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,

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

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American Airlines is NOT a BBB Accredited Business.