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.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/27/2022
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.
I bought an American Airlines ticket to fly from *** to *** on 2/5/22 and return from to DCA on 2-13-22. I got to the flight ahead of schedule, check -in, and was ready to go but then the flight was cancelled by American Airlines approximately 10 minutes before boarding. There was a long line at the counter to speak with a representative and book another flight, so I booked another same day outgoing flight to *** using Southwest Airlines. I was later notified that I was automatically rebooked for a flight the next day leaving *** to *** on American Airlines. I called American Airlines to let them know that I found an alternate flight to *** and waited for hours to get through but never reached an agent. I also tried adjusting my flight online but the application said I needed to call in to speak with a representative. Since I did not get on the rescheduled flight, my return trip was cancelled. Later in the week I called to have my return flight added back, which it was. However I have still not been compensated for my initial AA flight to *** that was cancelled nor the associated fees owed from expenses from the cancelled flight. I have submitted customer service tickets to AA but I have still not been reimbursed yet.
Business Response
Date: 08/03/2022
Passenger was contacted on July 29, 2022 under case# 1-31704455961. Please see attached.
Customer Answer
Date: 08/04/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*********************
Initial Complaint
Date:07/27/2022
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.
Date6/03/22 conf #QFOIXB NancyJ.********** FlightAA1289 ,delayed. I was stuck in *** from11:46AM-3AM of 6/04/22. I was promised a flight and it never happened. Missed an important wedding I was to attend in PA. My luggage left on the plane I did not. I had to make so Many calls to get it back to me . Did not get reimbursed for my lodging I had already booked in PA due to the disaster with the flights. I am out all this money not to mention the expenses of food and beverage in the airport and the Uber I took to get home at 3AM. The only thing they are giving me is a $200 voucher to book another flight! OUTRAGEOUS!!!. I had purchased a ticket from PA To GA to leave after the wedding. I am out that money as well. They keep on sending me the same email over and over telling me they are working with it. I do not believe they are. Please help !
Business Response
Date: 08/05/2022
Passenger currently has case# 1-31595213515 open and will receive a response soon. Please see attached.
Customer Answer
Date: 08/08/2022
Complaint: 17625995

I am rejecting this response because: It again is not offering me anything for me, they are not acknowledging all of the harm they have caused me, or the amounts of money I am out, thousands of dollars. The air line said they would put me in a line and get back to me. They have been saying that since June4th! I am totally dissatisfied with this business to be as clear as possible .

Regards,

*****************************
Business Response
Date: 08/12/2022
********* was contacted on Aug 8, 2022 under case# 1-31796803116. Please see attached.
Customer Answer
Date: 08/12/2022
Complaint: 17625995

I am rejecting this response because: It is the exact same response as the first one which offered only a $200 air credit for one year. This amount does not come close to the financial loss I endured plus the physical pain this put me in while I was having to wait 18 hours. Because of their purposeful overbooking I was stuck at the airport from 11am till 1am then shuttled to a hotel that did not have any rooms. My bag made it to the destination but I did not. I also missed the important wedding that this trip was completely planned for. The employees treated me very poorly by ignoring the medical note I had pertaining to my bad hip. Their attempt at a resolution feels more like a slap in the face, I'm sorry to say.

Warmest Regards,

*******************************
Initial Complaint
Date:07/27/2022
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 reference number with AA is Ref#1-31463844017. Our flight from St Kitts to ***** was delayed due to mechanical issues. We missed our connection to ****** and had to spend the night in *****. An AA ticket agent explained they did not have any hotel rooms available from their inventory but that AA would reimburse us. Between the hotel, Uber, parking, etc. we incurred nearly $950 in out-of-pocket expenses (I was traveling with my wife and two children, ages 19 and 20). The following week, I submitted a complaint through AA's online form detailing what transpired as well as the expenses and requested reimbursement. They responded with an offer of ****** miles per person. I rejected that offer and insisted on actual reimbursement. On April 14, they issued two checks: one for $218 for the hotel rooms and another for $50 for Uber. They claim that is their reimbursement rate for *****; the actual hotel charges for two rooms were $750.32. I again followed-up with AA and told them that was not acceptable and have not cashed the checks. I have been working with one of their reps named *****************. On May 20, she told me that because it was an international flight, the matter needs to be handled by their "specialty team" and referred it to them. It has been two months since the last communication from AA and four months since the incident. I am requesting AA reimburse $945.33 for:20-Mar Courtyard (my wife and I) $375.16 20-Mar Courtyard (2 adult children) $375.16 20-Mar Uber from hotel to *** $51.06 20-Mar Extra day of Parking $17.95 20-Mar Luggage Cart Rental $6.00 21-Mar Extra day for Dogsitter $120.00 Any help you can offer to resolve this is greatly appreciated.
Business Response
Date: 08/05/2022
Passenger currently has case# 1-31726669815 open and will receive a response soon. Please see attached.
Customer Answer
Date: 08/05/2022
Complaint: 17625957

I am rejecting this response because: the matter is not yet resolved. However, progress has been made. I received a message from American Airlines requesting documentation/receipts for the expenses I incurred as a result of the delayed flight. I submitted that to them on August 2, 2022. They set expectations that it will take ***** business days to review. I'd like to keep the case open until I get their response.

Thank you for your time and effort on this matter.

Regards,

*************************
Business Response
Date: 08/12/2022
Passenger currently has case# 1-31760646635 open and will receive a response soon. Please see attached.
Customer Answer
Date: 08/16/2022
Complaint: 17625957

I am rejecting this response because: they have not yet agreed to reimburse me for the expenses I incurred. I'd like to keep the case open and active until they do.

Regards,

*************************
Initial Complaint
Date:07/27/2022
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 June 2, 2022, my wife and I had tickets with American Airlines (AA), Flights **** and **** to fly from ************ through ******* (***) to **************. (Record locator # IBUMK2). AA made a series of errors and poor efforts to rectify their errors - the attached letter details these errors - which turned a 4.5 hour trip into a 19 hour trip that also cost us an additional $3000 and the use of ****** bonus miles that I had in my account. I had talked with a number of AA agents in person at the airport and in various phone calls. They generally admitted that my troubles had been caused by their errors but were not willing to provide any reimbursement for the $3,000 I had to pay for two alternative tickets necessary to make the trip; nor would they reimburse the ****** bonus miles that I had to use to find proper seats. They merely provide a partial reimbursement for my outbound flight and ****** bonus miles. This "reimbursement" did not come close to the cost that I incurred due to their errors. I believe that AA should provide reimbursement for the $3,000 I had to pay for an outbound flight (either in cash refund or equivalent flight credit) and return ****** bonus miles to my AA account. The attached letter provides full details of our bad experience and our associated costs.
Business Response
Date: 08/03/2022
Passenger was contacted on July 28, 2022 under case# 1-31704579753. Please see attached.
Initial Complaint
Date:07/27/2022
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.
While traveling on civilian orders for the U.S. Army on June 5, 2022 I was instructed to pay for baggage and a seat on the flight and was told during the same transaction the flight was cancelled. The desk agent wouldn't refund the two baggage costs or the seat charge. The total was $98.76 ($28.76 + $30.00+$40.00). On the rescheduled flight I was billed again for the charges. I have contacted American Airlines and they refuse to address the concern or refund the money they took for a flight they knew was cancelled due to their error. I filled a dispute on the *** travel credit card I used for my official travel but AA refuses to respond and close the dispute.
Business Response
Date: 08/03/2022
Passenger was contacted on July 28, 2022 under case# 1-31704980684. Please see attached.
Customer Answer
Date: 08/04/2022
Complaint: 17624403

I am rejecting this response because:

American Airlines repeatedly refers to a website that doesn't allow for submission of the issue and refuses to assist or refund the charges on my government travel card for a flight I wasn't on due to their scheduling issue. I received one missed phone call after business hours from an AA representative who didn't leave a number or method of contact.

Regards,

***************************
Business Response
Date: 08/12/2022
Passenger was contacted on Aug 12, 2022 under case# 1-31749813350. Please see attached.
Initial Complaint
Date:07/26/2022
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 am a service member stationed in *******. I purchased an airline ticket through American Airlines. I was given a credit, but couldn't use it because of where I am stationed. I was told I could be given a refund. American Airlines said they refund the money through Paypal. That money has never shown up.
Business Response
Date: 08/03/2022
Customer was contacted on July 27, 2022 under TID 1-31701398760is attached.
Customer Answer
Date: 08/16/2022
Complaint: 17624261

I am rejecting this response because:
The response was not satisfactory. The only thing I got was an email saying "they would look" into it and then I never got another response.

Regards,

***************************
Business Response
Date: 08/23/2022
********* was contacted on Aug 17, 2022 under case# 1-31824647365. Please see attached.
Customer Answer
Date: 08/24/2022
Complaint: 17624261

I am rejecting this response because: I have been waiting for a resolution for months. This is just an automated response.

Regards,

***************************
Customer Answer
Date: 08/31/2022
Complaint: 17624261

I am rejecting this response because:

I have been waiting for a resolution for months. This is just an automated response
Regards,

***************************
Business Response
Date: 09/07/2022
********* was contacted on September 2, 2022 under case# 1-31896707607. Please see attached.
Customer Answer
Date: 09/08/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***************************
Initial Complaint
Date:07/26/2022
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 complaint is in regards to record locator JNDIDE, for a trip taken May 24th, 2022 - May 25th 2022. My original flight was from GND - *** on the 24th and then a connecting flight from *** - DFW the same day. However, I was told my flight was delayed due to poor weather conditions in DFW. Then, I was told a couple of hours later that, although the weather was expected to clear up by the time we reached DFW, there was not enough staff to fly as planned on the 24th. Thus, my flight was cancelled. So my GND - *** *** of the trip was fine, but in order to get to DFW in time for an urgent medical appointment on the 25th, I had to fly from ************** to DFW at 6 AM on the 25th. Due to this change, I had to ride in Main Cabin in an Economy seat, which I later upgraded to a Main Cabin Extra seat. However, my original flight from *** - DFW was a First Class ticket, and I had paid $149.00 above the Main Cabin price to be able to have that *** of the trip as First Class. I was never refunded this $149.00. When I reached out to AA Customer Relations, I only received a refund of $18.75, which was supposed to be a partial refund for having upgraded to Main Cabin Extra (which cost $28.75). My ideal resolution is a refund of the $149.00 fare for the First Class Upgrade to the original payment method ending in ****, since I was not able to fly first class as intended due to no fault of my own.
Business Response
Date: 08/03/2022
Customer was contacted on July 27, 2022 under TID 1-31701134435 is attached.
Initial Complaint
Date:07/26/2022
Type:Billing 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 formally filing a complaint because I received an email stating that an American Airlines credit card through Citibank was on its way to me. However, I have never applied for an American Airlines credit card, nor do I want this credit card. I do recall applying online for the FlyNow payment plan, which I believed was to be through Affirm financing. My ideal resolution to this would be the cancellation of any American Airlines credit card in my name in such a way that would not impact my credit score (i.e. I would like the account deleted from my credit report, not reported as an account "closure" as I did not agree to opening a credit card - I only agreed to sign up for a "payment plan"). Other websites that offer payment plans do not do so by opening a credit card in someone's name. They do so by offering in-house or external financing, and when the total sum is paid, there is no longer any sort of agreement between the payee and the payor. I believe it is deceitful to refer to the FlyNow program as a "payment plan".
Business Response
Date: 08/02/2022
Passenger was contacted on July 27, 2022 under case# 1-31701006617. Please see attached.
Initial Complaint
Date:07/26/2022
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.
While traveling on a trip from ******* to *******, my wife and I both caught COVID. We were sick, unable to travel, and contagious very near our return flight. The need to rest and self-quarantine forced us to change our return flight from May 7 to May 13. We rebooked our flight through Chase Travel Rewards.Our original ticket numbers:0017713154983 ************* Our original return flight was AA2399 Our new ticket numbers, after changing our return flight:0017813917102 ************* Our new return flight was AA606 Changing our flight incurred a fare difference of $3235, which I was forced to pay, even after explaining the medical situation. ***** helped us request a refund for the fare difference. We supplied all the supporting documentation of our medical condition from ************ showing the positive test result and doctor's advice to quarantine for 10 days. ***** submitted a refund request. The Chase case number is S#*********.Our request for fare difference refund was denied.I am apalled and disgusted that American Airlines profited from our COVD illness. Other airline such as ****** offer free change of flight in this situation. I expected the airline to do the right thing and allow a change of flight without charging ridiculously high fares.I would like to get a refund for the fare difference I paid. The change of flight was solely due to illness and the desire to not spread COVID. As it stands, I have lost trust in American Airlines and am reluctant to fly with American again.I would prefer a cash refund. However, I would be willing to accept a voucher for the fare difference amount, this would go a long way towards restoring my trust in American Airlines.
Business Response
Date: 08/03/2022
Customer was contacted on July 27, 2022 under TID 1-31700922911 is attached.
Customer Answer
Date: 08/03/2022
Complaint: 17623150

I am rejecting this response because: American Airlines didn't offer me anything. I would be willing to accept a partial refund, or voucher. As it stands I consider this matter not resolved, and will likely stop flying on American Airlines if I don't receive some compensation for my losses.

Regards,

***********************
Business Response
Date: 08/10/2022
********* was contacted on August 4, 2022 under case# 1-31735805755. Please see attached.
Customer Answer
Date: 08/14/2022
Complaint: 17623150

I am rejecting this response because: I am still not satisfied we have explored all possible options. I am keeping this complaint open for now.

As I said earlier, I would be happy to accept a travel voucher for some portion of the fare difference I paid (say, $1000 per traveler for a total of $2000)

Regards,

***********************
Initial Complaint
Date:07/26/2022
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.
I'm hoping to get some assistance as I have been unable to reach anyone from American Airlines by phone or email.Our luggage was delayed from an American Airlines flight going from *** to ****** on June 30. It was supposed to be transferred to a Finnair flight headed to ****** ******. It never arrived for the whole vacation.The last update I got on world tracer was that the luggage was headed from ******** to ***** on July 15.I did not receive a further update. I finally reached a human at Finnair today. They said the luggage arrived at ***** through American Airlines, but AA has not filed the correct paperwork?I really need to know where my luggage is for sure and when it can be delivered. It has been extremely frustrating and I just want it back as soon as possible.The world Tracer number is: BGOAY10551 The ORIGINAL bag tag was #********** originating in *************** going to ******, via American Airlines and Finnair.The return of the luggage: scheduled to leave from ******** to *****. July 15. Flight AA39. N I am just wanting to know where my luggage is (it is almost a month) and I am desperate to get my stuff back. It was awful not to have it for 18 days of vacation. But there is important stuff I still need now that I am home.Thank you,I hope you can met me some answers as soon as possible
Business Response
Date: 08/03/2022
Customer was contacted August 3, 2022 under case Case: AA-22LEVINE-H80Q27.
Customer Answer
Date: 08/03/2022
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.