BBB Business Review

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This business is not BBB accredited.

American Airlines

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Phone: (800) 882-8880 Fax: (817) 967-4162 View Additional Phone Numbers 4333 Amon Carter Blvd, Fort Worth, TX 76155 http://www.aa.com

! There is an alert on American Airlines !


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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

As of Friday, March 13, 2015, a representative from American Airlines (AA) notified the Better Business Bureau (BBB) that AA will not be responding to complaints if the consumer HAS NOT filed a complaint with AA directly.

You may wish to file a complaint at the following link, http://www.aa.com/contactAA/viewEmailFormAccess.do?eventName=customerRelations or by calling 1-800-433-7300.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • BBB does not have sufficient information to issue a rating on this business.


Customer Complaints Summary Read complaint details

4299 complaints closed with BBB in last 3 years | 1596 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 318
Billing/Collection Issues 292
Delivery Issues 217
Guarantee/Warranty Issues 35
Problems with Product/Service 3437
Total Closed Complaints 4299

Additional Complaint Information

As of Friday, March 13, 2015, a representative from American Airlines (AA) notified the Better Business Bureau (BBB) that AA will not be responding to complaints if the consumer HAS NOT filed a complaint with AA directly.

You may wish to file a complaint at the following link, http://www.aa.com/contactAA/viewEmailFormAccess.do?eventName=customerRelations or by calling 1-800-433-7300.

Complaints brought to the firms attention by the BBB concern Service Issues.

Specifically, complaints allege poor customer service, ticketing issues such as reservation error, overbooking, cancellation of flights, and lost or damaged baggage.

The number and type of complaints are not unusual for a company in this industry.

Customer Reviews Summary Read customer reviews

85 Customer Reviews on American Airlines
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 1
Negative Experience 82
Total Customer Reviews 85

Additional Information

BBB file opened: January 01, 1957 Business started: 06/13/1934 Business started locally: 06/13/1934 Business incorporated 06/13/1934 in DE
Type of Entity

Corporation

Business Management
Ms. Karan Herring, Service Representative Assistant
Contact Information
Customer Contact: Ms. Karan Herring, Service Representative Assistant
Business Category

Airlines

Alternate Business Names
American Airlines/AAdvantage AMR Corporation U S Airways International US Airways US Airways Vacations
Additional Information

American Airlines Files Lawsuit to Stop Vacation Club Postcard Scam

http://hub.aa.com/en/nr/pressrelease/american-airlines-files-lawsuit-to-stop-vacation-club-postcard-scam

Deceptive Claims Being Made by Scammers Posing as Partners of American

FORT WORTH, Texas, Oct. 2, 2013 /PRNewswire/ -- American Airlines today filed a lawsuit in Tarrant County, Texas, District Court against several individuals and entities operating a nationwide scam that uses American's trademarks and likeness of its livery on mass-mailed postcards and letters to lure people into sales presentations for vacation club memberships. The lawsuit seeks to stop these individuals and entities from illegally misappropriating American's well-known and valuable trademarks, liveries and logos.

American's lawsuit alleges that the mailers created and used by defendants are intentionally and deceptively designed to appear that American is involved in the promotion. Some mailers refer to a promotion called "American Airlines Fly Away Promotion," while other mailers feature American's brand images or name.

The deceptive mailers promise the recipient two free round-trip airfares. When the recipient calls the phone number listed on the mailer, they are told they must attend a seminar to receive the airline tickets. The purpose of the seminar is to sell vacation club memberships, which are high priced and offer little more than discounts readily available online. The promised airline tickets are either not distributed at all or are very difficult to redeem because of the many fees and restrictions they carry.

"The well-being of American's customers is our top priority, and this is such an unfortunate violation of an iconic brand that our customers, employees and communities around the globe have come to trust," said Rob Friedman, American's Vice President of Marketing. "This lawsuit seeks to protect the brand so many rely upon, and cease these deceptive practices."

In an attempt to track the ongoing activities of the defendants, American encourages consumers affected by the scam to scan the back and front of the mailers and email them, along with their full name, address and phone number, to the company at webmaster@aa.com to be used as evidence in the case.

The full legal filing is available to media upon request.

Business Management

As of Friday, March 13, 2015, a representative from American Airlines (AA) notified the Better Business Bureau (BBB) that AA will not be responding to complaints if the consumer HAS NOT filed a complaint with AA directly.

You may wish to file a complaint at the following link, http://www.aa.com/contactAA/viewEmailFormAccess.do?eventName=customerRelations or by calling 1-800-433-7300.

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.