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

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  American Airlines

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

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  American Airlines

  5900 Messer Airport Hwy Birmingham, AL 35212-1057

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  American Airlines

  2900 Woodcock Blvd 222 Atlanta, GA 30341-4004

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  US Airways

  1376 Chopsey Hill Rd Bridgeport, CT 06606-2422

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:07/30/2025

  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 purchased 2 round trip tickets from ****** ******** to *************. The costs for the 2 tickets was $1,176.00. I am requesting a refund of $588.00 for me and my passenger, ******* ****** for our return flight. Our flight leaving *****, Friday July 11, 2025 was delayed for mechanical issues flight code #******. We had to make a connection in ********* NC for Peoria that left at 2:23 p.m. We arrived in ********* at 3:05 p.m. missing our connection. American Airlines scheduled us for the next flight #**** at 10:50 p.m. The flight was cancelled due to weather issues and we would have to wait until Saturday, July 12, 2025. We had to argue with American Airlines personnel to get hotel and meal vouchers when it was a mechanical issue that caused us to miss our flight. We did receive the vouchers. On July 12, 2025 we were rescheduled on the 10:50 p.m. flight #****. It was delayed until 1:30 a.m. The American Airlines employees stated on the intercom that a crew was being flown in to fly to ******. At 11:30 p.m. the flight was cancelled stating that it was due to weather. We were told by the airline employee that it was a crew issue. So once again another argument regarding the hotel and food voucher. After finding a supervisor that was willing to listen to the fact that if it weren't for the mechanical problem from the beginning that we would have made our flight, she provided the vouchers for meal and hotel. On Sunday July 13th we were scheduled for the 2:30 flight out of ********* and finally arrived in ****** after 2 and a half days. After all the drama and money spent on food (the voucher was only for $12 each and water alone is $6 plus tax at the airport) The least you can do is refund the $588 or credit us for $588. In times like this you are stranded and the Airlines personnel need to be more understanding and sympatric, not RUDE. TERRIBLE customer service. I did send a complaint to the airlines and got a generic letter.

  Business Response

  Date: 07/31/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from July 31, 2025. This is in response to your BBB Case: 23677778.
  
  Thank you for contacting Customer Relations. I am so sorry to hear that your flight was delayed, then your connecting flight being canceled and that we couldn't get you to ****** sooner.
  
  We understand that we have a responsibility to our customers to reduce as much inconvenience and discomfort as possible during a disruption. Rest assured, we will use your constructive criticism to find ways to help us do just that.
  
  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.
  
  I've made arrangements for a $50.00 Trip Credit to be sent to each of you via separate emails 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.
  
  We want our customers to have a great experience when traveling with us and I'm sorry that didn't occur during your recent trip. 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.
  
  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.
  
  While I know you didn't have the best experience traveling with us recently, I do hope you'll give us another try. From all of us at American Airlines, we hope to see you on another flight soon.

  Customer Answer

  Date: 07/31/2025

  Complaint: 23677778
  
  I am rejecting this response because: We went through 2 1/2 days aggravation in trying to get back to ****** and all you want to offer is $50 each?  We spent well over that amount with food ($12 was barely enough to buy water), Sweat shirts because it was cold in the airport and we didn't have our luggage ($82.00 for 2 sweat shirts).  We need and deserve more than $50 each just for having to deal with the rude customer service.
  
  Regards,
  
  ****** ******

  Business Response

  Date: 08/01/2025

  As part of our partnership with the Better Business Bureau, I've received your correspondence. This is in response to your BBB Case: 23677778.

  We truly regret the extended disruption you faced while trying to return to ******, along with the challenges it brought from personal expenses to disappointing service interactions.
  

  While weve reviewed your case with care, we understand that the resolution offered may not have met your expectations or fully offset the difficulties you encountered. Please accept our heartfelt apologies that we couldnt provide a compensation amount you feel is deserved. We value your feedback deeply and will continue working to ensure a better travel experience for all of our passengers.

  We hope youll consider giving us another opportunity to serve you better in the future.

   

  Customer Answer

  Date: 08/01/2025

  Complaint: 23677778
  
  I am rejecting this response because:  American Airlines chooses to do nothing regarding the airline problems that I encountered.  I will continue to fight this with American Airlines. This service was not acceptable.  This a real problem that needs to be address and not ignored.  I will be taking this a step further.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:07/29/2025

  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.

  July 29, 2025 American Airlines Customer Relations ***************************************** Subject: Request for Compensation in Miles Flight Disruption (AAdvantage #2N42RU4)To Whom It May Concern,I am writing to request compensation in the form of miles for a recent disruption I experienced while traveling with American Airlines. My name is ******** *******, MD, and my AAdvantage number is 2N42RU4. My ticket number was *************, and my confirmation number was SEVKKB for travel on July 18, ******* itinerary was from ******* (***) to **********, D.C. (DCA), with a connecting flight from *** to ************ (HPN). While I was already on board my initial flight from *** to ***, an email was sent stating that my next flight, American Airlines flight 5282 from *** to HPN on July 19, 2025, was canceled. I was not informed of this cancellation in person, and I still had the boarding pass for the canceled flight on my phone. If my family member had not seen the email and reacted immediately to rebook, I would not have been aware of the situation, as your airline did nothing to notify me directly, despite knowing I had already boarded and would not be able to check my phone.Because of this, I was not offered the option to take a non-stop direct flight to an alternate airport in the ******** or ********** area. I was rebooked on a much later flight and arrived at my destination approximately eight hours later than originally scheduled, resulting in a significant delay and an extended layover in ***. This delay caused particular hardship, as I was traveling to visit my elderly aunt who was very ill, and my late arrival impacted my ability to be with her during a critical time.Given the circumstances and the inconvenience caused, I am requesting compensation in the form of American Airlines miles. I appreciate your attention to this matter and look forward to your response.Thank you for your consideration.Sincerely,******** *******, MD

  Business Response

  Date: 07/30/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from July 29, 2025. This is in response to your BBB Case:23672756

  Thanks for reaching out to us about your flight. Ensuring that our customers get to where they are going safely and on time is our primary focus, and its clear from your message that we let you down.

  I want you to know, that we continually work hard to minimize any operational disruptions that may occur; however, on this trip we were unable to do so. For that, I am truly sorry.
  

  As a tangible apology, and in hopes of restoring your confidence in us, I've credited your AAdvantage account with ***** bonus miles. The adjustment should be reflected in your account shortly.
  

  Dr. *******, 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 better travel experience in the future.

  Customer Answer

  Date: 07/30/2025

  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:07/29/2025

  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 purchased round trip tickets (3/28/2025) for a trip from *********** to *********** in ******* in July 24- July 28 2025. During the return trip from *** to *** the flight was delayed and changed to a later time. When I arrived at the airline I asked about the flights due to the seat being changed as well. Originally, I selected seat to sit with my family member and when I asked to have my seat changed to sit with my family member at the ticket counter I was told I would have to pay to change my seat to sit with my family member which is completely ridiculous and I certainly did not plan to sit with only strangers and not my family which is why I set out seats together when I booked the flights. Confirmation number MAMZKE and YMJGVO. Not to mention the hours of delay just to get on any flight. Our flight and or time of flight was changed repeatedly.

  Business Response

  Date: 07/29/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from July 29, 2025. This is in response to your BBB Case: 23668261.

  I am so sorry that your trip to  ******** on July 28, 2025, did not go as planned. I can absolutely understand your frustration with the disruption of AA2501, especially having to endure multiple delays. Thats not at all the kind of experience we want you to have with us, and I sincerely regret that you were inconvenienced.

  I sincerely regret the difficulties you experienced with your pre-reserved seat and not being able to sit with your family member. Our records indicate a schedule change which went into effect after you made your seat reservation, but before your departure date, that required all seat assignments to be changed. Although it may seem like a small matter, this type of change can play havoc with seat assignments.

  In such cases, our automated system must reassign the reserved seats on the flight. During that time, it is possible for another customer to select seats during their booking process that were previously held by someone else. If that occurs, the system will look for the closest similar seats, matching aisle, and window preferences.

  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.

  As a tangible apology for the inconvenience caused, I've credited your AAdvantage account with ***** bonus miles. The adjustment should be reflected in your account shortly.

  I've also made arrangements for a $50.00 Trip Credit to be sent to Antonio 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, ******, 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: 07/31/2025

  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:07/29/2025

  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 had a international returning flight from ****, ****** on July 20, 2025 to **********, **. The flight was delayed several times causes us to miss our connecting flight and forces to stay in ******, **. My biggest issue is there was poor communincation, a lack for empathy and I was forced to miss a day of work due to the negligence of this airline. After delaying the flight several times, once we landed in ******, ** there was no gate for our flight to be placed, so we were forced to sit on the tarmac for almost a hour which with a already tight connection, going through customs and having to pick up our bags we missed our flight home. This caused a trickle effect and caused us to have to get on a flight the next day and miss work. I want to be refunded for my flight and compensated for my time. I fly with American Airlines several times a year and Im gravely disappointed in how this flight was handled.

  Business Response

  Date: 07/29/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from July *******. This is in response to your BBB Case: 23668142
  

  We sincerely regret to hear about the challenges you faced, and we truly appreciate your continued loyalty to American Airlines. We understand how frustrating it must have been to endure multiple delays, an extended wait on the tarmac, and ultimately a missed connection that disrupted your travel plans and work schedule. Your feedback regarding communication and support during the delay is taken very seriously, as we constantly strive to improve the care and consideration extended to our valued passengers.
  

  While our records confirm that your flight was successfully flown and do not support a refund, we want to recognize the inconvenience caused. As a gesture of goodwill, we have credited your AAdvantage account with ***** bonus miles. We hope this can be a small step toward rebuilding your trust and enhancing your future travel experiences with us.

  We appreciate your AAdvantage loyalty very much, MS. ********* and hope to have the opportunity to welcome you on board another American Airlines flight.
  

  Customer Answer

  Date: 07/29/2025

  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:07/28/2025

  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 flew with American Airlines on July 14, 2025. When I picked up my suitcase from baggage claim, the wheel was broken. I filed a damage claim, and they informed me they had to confiscate my suitcase for ************* replace the suitcase they took, I purchased a brand-new, high-quality suitcase and used it for my return flight on July 26, 2025. When I arrived and picked it up from baggage claim, the wheel on this new suitcase was also broken. I filed another damage claim, but American Airlines has denied compensation, repairs, or replacement for either *********** a frequent traveler, Ive never had luggage damaged by other airlines. This experience has been frustrating, especially since both bags I checked were damaged by American Airlines, and Ive received no accountability or support. I am requesting a fair resolution in the form of reimbursement or replacement for the damaged luggage.

  Business Response

  Date: 07/29/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from July 28, 2025. This is in response to your BBB Case: 23667832.

  Im very sorry to hear that both your original and replacement suitcases were damaged during your recent travel on flight AA4980 from ***** to ******. I understand how upsetting and inconvenient this must have been, especially after taking the time to purchase a new suitcase.

  I have passed along your email to our colleagues in our ********************************** Should your claim warrant an additional review or handling, they will reach out to you directly. However, if a resolution has already been reached, you may not receive any further correspondence. We appreciate your understanding in this matter. 

  *****, please know that we are working hard to make every American Airlines flight enjoyable and on-time. We will continue improving on making travel with us hassle-free. Your continued AAdvantage loyalty means a great deal to us and we hope to continue the relationship weve shared together. It would be our pleasure to serve you again.

  Customer Answer

  Date: 07/30/2025

  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:07/28/2025

  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.

  I was approved for a ******* advantage card and did not know I was allowed up to 5 free bags. I had already paid ****** for all the bags and yes it was under my name. I called AA back in May when I got back home because I was told I could get reimbursed all I need to do was call and I would receive my credit. I have talked to a total of 8 people that were not help at all. All they did was put in a refund request and I was denied every time. Confirmation code WWOOEQ. The passengers under my name were ***** ******. ***** ***** ****** ***** and **** **** *****. For some stupid reason they reimbursed 35 dollars for **** **** which makes no sense.

  Business Response

  Date: 07/29/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from July 28, 2025. This is in response to your BBB Case: 23667531.

  Thank you for reaching out to us about your recent experience. Im sorry for the frustration you've experienced regarding your baggage fee reimbursement. I understand you were unaware that your Citi/AAdvantage card included up to five free checked bags, and it's disappointing that, despite multiple requests, only $35.00 was refunded.

  I've tried to reach out to you via phone and I sincerely regret that I haven't been able to get in touch with you. Id be happy to send you a $175.00 check; however, to proceed, I need the full mailing address youd like it sent to.

  Please reply directly to this email and provide the full mailing address for us to mail the check to, along with the reference number located at the bottom of this email. Ill follow up as soon as possible when I've heard back from you.

  We appreciate your AAdvantage loyalty very much, *****, and look forward to hearing from you soon.

  Customer Answer

  Date: 07/29/2025

  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:07/28/2025

  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.

  On 7/14/2025, I flew out of ************* , PA on American Airlines and landed in ************. Once in ************, my daughter and I were to have a three hour delay, the flew to ***************, **. Approximately two hours into our delay, I received a cancellation notice from American Airlines. I went to the customer service desk and found out we were rebooked on a flight the next day at 9:30 am. They refused any hotel accommodations and good vouchers. My 9 year old and I were expected to stay in the airport for 24 hours, or find our own accommodations. Being a single mother, and having spent $1500 already on our flights, we were unable to leave. With no good vouchers, I spent $150 on food while in the airport. We were lucky that a family friend found another flight out for us on *****, but that was still 10 hrs later and we did not reach our destination until 3:30 the following morning.. I requested a refund for the flight they rebooked us on and was reimbursed $220 per ticket. According to the *** information, American Airlines should have refunded the entire trip. The airline claimed weather issues, however, American Airlines was the only airline that cancelled flights. The other airlines took off as scheduled and a source within the company informed me that since the flight was immediately cancelled and not delayed, it was more likely they did not have a crew available. This entire experience is fairly common with American Airlines and, virtually any time I fly or a family member or friend flies the flight is delayed significantly, but its never been this excessive. I reached out to American Airlines and have been ignored to this date.

  Business Response

  Date: 07/29/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from July 28, 2025. This is in response to your BBB Case: 23662796.

  Thank you for reaching out and sharing the details of your recent travel experience. Im truly sorry to hear about the difficulties you and your daughter faced during your journey from ************* to *************** on July 14, 2025. I can only imagine how stressful and exhausting it must have been, especially while traveling with a young child.

  In reviewing our records, your flight cancellation was caused by weather. I understand how frustrating and disappointing it can be when weather disrupts flight schedules. When these situations occur, we don't always have many alternate options to get you to your destination as scheduled. Although we try to alleviate your discomfort and make the situation a little less trying, I am very sorry that was not your experience when you traveled with us.

  Given that there were other flights departing and arriving, I can easily understand your disappointment with your flight being canceled. While we were able to operate some of our flights, Air Traffic Control required that we and other airlines reduce our number of hourly takeoffs and landings in order to alleviate congestion. This is not uncommon before, during and after weather events, when it is not possible for an airport to accommodate the normal number of flights.

  Our records indicate that the unused flight on ticket numbers ************* and ************* were refunded in the amount of $220.16 on July 19, 2025, to the **** Card ending in 1180. This refund was for the *************** segment originally scheduled for July 15, 2025.

  Additionally, our records show that your tickets were fully used for the following flights:

  ************* to ************ (AA5936) on July 14, 2025
  *************** to ************ (AA2819) on July 17, 2025
  ************ to ************* (AA5947) on July 17, 2025

  Since these three flight segments were completed and a refund was issued for the canceled flight (AA1866), no additional refund is applicable.

  As a tangible apology, and in hopes of restoring your confidence in us, I've credited your AAdvantage account with 7,500 bonus miles. The adjustment should be reflected in your account shortly.

  I've also made arrangements for a $50.00 Trip Credit to be sent to ******* ***** via a 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.

  Further information regarding what you should expect when traveling with American Airlines, and our related responsibilities, can be viewed via our Conditions of Carriage at the bottom of our homepage on ******. Alternatively, you can view our Conditions of Carriage directly by clicking here.

  If the delay is beyond our control, or you book your own arrangements without written authorization from American Airlines, you're responsible to pay for your hotel, meals and other expenses. An American Airlines agent may be able to help you find a hotel.

  In order to review your request further, Ill need the receipts for the meals. To provide the needed documentation, simply reply directly to this email and add the image to your reply as an attachment file. You can use your smart phone to photograph the document and submit it using file types such as, JPG, TIF, BMP, PNG, GIF, DOC, PDF, and XLS. It's important to note that our system cannot process High Efficiency Image Files (.heic) which are proprietary to certain technology devices. Also, the images need to be clearly legible. Please include the reference number located in this message so we can make sure it is routed correctly.

  Please also include your full mailing address in your response as reimbursement checks are sent via the postal service.

  Ms. *****, I'll follow up as soon as possible when I've received that information from you. In the meantime, we're grateful for your patience.

  Customer Answer

  Date: 07/30/2025

  Complaint: 23662796
  
  I am rejecting this response because the solution provided acknowledges no accountability. The airline continues to claim this was all weather related when every other airline took off as planned, to include flights to *******. They refused both hotel accommodations, as well as food voucher, when they rebooked us on a flight 24 hours later. I do not want travel miles from them as I will not be flying American Airlines again. They knowingly overbook flights and do not have flight crews available. This was the worst flying experience Ive ever had and my childs first. Additionally, we lost an entire day of our trip due to their incompetency.
  
  Regards,
  
  ****** *****

  Business Response

  Date: 07/31/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence. This is in response to your BBB Case: 23662796.
  Thank you for reaching out and sharing the details of your recent travel experience. Im truly sorry to hear about the difficulties you and your daughter faced during your journey from ************* to *************** on July 14, 2025. I can only imagine how stressful and exhausting it must have been, especially while traveling with a young child.
  In reviewing our records, your flight cancellation was caused by weather. I understand how frustrating and disappointing it can be when weather disrupts flight schedules. When these situations occur, we don't always have many alternate options to get you to your destination as scheduled. Although we try to alleviate your discomfort and make the situation a little less trying, I am very sorry that was not your experience when you traveled with us.
  Given that there were other flights departing and arriving, I can easily understand your disappointment with your flight being canceled. While we were able to operate some of our flights, Air Traffic Control required that we and other airlines reduce our number of hourly takeoffs and landings in order to alleviate congestion. This is not uncommon before, during and after weather events, when it is not possible for an airport to accommodate the normal number of flights.
  Our records indicate that the unused flight on ticket numbers ************* and ************* were refunded in the amount of $220.16 on July 19, 2025, to the **** Card ending in 1180. This refund was for the *************** segment originally scheduled for July 15, 2025.
  Additionally, our records show that your tickets were fully used for the following flights:
  ************* to ************ (AA5936) on July 14, 2025
  *************** to ************ (AA2819) on July 17, 2025
  ****************************************************** (AA5947) on July 17, 2025
  Since these three flight segments were completed and a refund was issued for the canceled flight (AA1866), no additional refund is applicable.
  As a tangible apology, and in hopes of restoring your confidence in us, I've credited your AAdvantage account with 7,500 bonus miles. The adjustment should be reflected in your account shortly.
  I've also made arrangements for a $50.00 Trip Credit to be sent to ******* ***** via a 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.
  Further information regarding what you should expect when traveling with American Airlines, and our related responsibilities, can be viewed via our Conditions of Carriage at the bottom of our homepage on ******. Alternatively, you can view our Conditions of Carriage directly by clicking here.
  If the delay is beyond our control, or you book your own arrangements without written authorization from American Airlines, you're responsible to pay for your hotel, meals and other expenses. An American Airlines agent may be able to help you find a hotel.
  In order to review your request further, Ill need the receipts for the meals. To provide the needed documentation, simply reply directly to this email and add the image to your reply as an attachment file. You can use your smart phone to photograph the document and submit it using file types such as, JPG, TIF, BMP, PNG, GIF, DOC, PDF, and XLS. It's important to note that our system cannot process High Efficiency Image Files (.heic) which are proprietary to certain technology devices. Also, the images need to be clearly legible. Please include the reference number located in this message so we can make sure it is routed correctly.
  Please also include your full mailing address in your response as reimbursement checks are sent via the postal service.
  Ms. *****, I'll follow up as soon as possible when I've received that information from you. In the meantime, we're grateful for your patience.

• Initial Complaint

  Date:07/27/2025

  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.

  During my flight (**2926) on June 25, 2025, I notified the flight attendant that my seat outlet (11C) was not working. The flight attendant was not able to get this issue resolved during the flight; however, the flight amenities advertised for the aircraft included outlets. I asked one of the flight attendants if this was not one of the issues that the flight maintenance crew were checking for during their preflight service and she confirmed that they do check for some functionality but not all. I asked the flight attendant to report the issue, and she told me that she would alert the captain. It is not uncommon for the outlets on the ** flights to be non-functional and for longer flights such as this one, there should be better care taken to ensure that the advertised "power" on the flight is provided for passengers. I've attempted to reach out to ** regarding this issue and not received a response to my complaint.

  Business Response

  Date: 07/28/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from July 28, 2025. This is in response to your BBB *********************************mce-bogus="1">Our records indicate that currently you have an open case with the relevant department and they are investigating. You should hear from our team soon. In the meantime, we thank you for your patience.
  
  We appreciate your loyalty very much, ******, and hope to have the opportunity to welcome you on board another American Airlines flight.

  Customer Answer

  Date: 07/28/2025

  Complaint: 23661797
  
  I am rejecting this response because:

  I'd like American Airlines to reach out to me directly to discuss compensation/reimbursement for this issue. I don't trust that American Airlines will circle back around on this issue after it is closed by the BBB.

  Regards,
  
  ****** *****-*****

  Business Response

  Date: 07/30/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from July 29, 2025. This is in response to your BBB Case: 23661797.
  
  Thank you for taking the time to share your feedback. Please know we take your comments very seriously and appreciate the opportunity to improve.
  
  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.

  Customer Answer

  Date: 07/30/2025

  Complaint: 23661797
  
  I am rejecting this response because:

  Please provide more details on which "team" my complaint is with and when I will be hearing from someone. Also, please provide the contact information for who I can contact on that team to discuss further.

  
  Regards,
  
  ****** *****-*****

• Initial Complaint

  Date:07/27/2025

  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.

  American Airlines refuses to reimburse $396.08 (HamptonInnLGA$331.58+Lyft$64.50) after flight AA4355 (operated as RPA4355) on22Jun2025 LGA?*** was cancelled for crew duty-time, not weather: (1) 13:29 EDT departure slot lost during a convective-weather ground-stop; (2) about 17:15 the ground-stop was lifted and Dispatch filed a second IFR planFlightAware/Flightradar24 flipped to STD17:29 and *** arrivals page updated ETA from 16:10 to 19:19, proving weather was no longer restrictive; (3) 17:40 aircraft returned to Gate14 for extra fuel to fly the longer reroute; (4) 20:00 captain announced the crew had timed out under FAR117; (5) 20:05 flight was cancelled in Sabre but coded WX. Under DOT policy and Americans own **************** Plan, a crew-availability cancellation is controllable and requires overnight hotel and transport, yet Customer Relations letters ************* and ************* deny payment with a boilerplate weather explanation. I have supplied American and DOT (CaseTU2025077607) with tracker screenshots, the *** arrival feed, and receipts; AA continues to mis-classify the event to evade its obligation. I request BBB assistance to obtain full reimbursement and correction of the delay code.

  Business Response

  Date: 07/28/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from July 27, 2025. This is in response to your BBB Case: 23661458.

  Thank you for reaching out, and please accept our sincere apologies for the disruption you experienced with Flight AA4355 from ****************** to ************* on June 22, 2025. We understand how frustrating it can be when travel plans are unexpectedly affected, and we truly regret the inconvenience this caused.
  After a thorough review of our records, we can confirm that the cancellation of your flight was due solely to adverse weather conditions. A ground stop was issued at ***************** due to convective weather in the area, which significantly impacted flight operations systemwide. Unfortunately, once severe weather events trigger air traffic delays and ground holds, they can have a cascading effect on routing and scheduling.
  We understand your reference to the crews duty limitations (FAR 117). However, based on our internal documentation, there is no record indicating that the flight was canceled due to crew availability. In fact, the determining factor in the cancellation remained the ongoing weather situation and the operational limitations it created. Under the ********************************* (***) guidelines, cancellations due to weather are classified as uncontrollable events. In such cases, airlines are not obligated to provide hotel, transportation, or meal accommodations.
  We truly regret that were unable to reimburse your out-of-pocket expenses in this instance, but we hope this explanation clarifies the situation and DOT's framework regarding airline responsibilities.
  Mr. ******-******, we value your continued AAdvantage loyalty and look forward to rebuilding your confidence in our service.

  Customer Answer

  Date: 07/28/2025

  Complaint: 23661458
  
  I am rejecting this response because the statement that the determining factor remained the ongoing weather situation is wrong. After the *** ground-stop lifted, *** accepted a re-filed IFR clearance, the aircraft returned for additional fuel to fly the longer route, re-joined the queue, and at 20:00 the captain announced the cockpit crew had exceeded FAR Part 117 duty limitsi.e., the cause of cancellation was crew availability, not weather. Under DOT policy maintenance or crew disruptions are controllable; and under 14 C.F.R. ?***** American must adopt and honor its **************** Plan, which provides hotel and ground transportation for overnight controllable cancellations. Misclassifying a controllable crew-timeout as weather to evade those benefits is an unfair or deceptive practice under 49 U.S.C. ?*****. If American truly contends weather barred departure AFTER the re-clearance, identify the specific FAA/ATC directive in effect after ~17:15 that prohibited the flight and produce the irregular-ops code history, dispatch release timestamps, and the FAR-117 duty-time snapshot for AA/RPA?4355 at 20:05. Otherwise, remit $396.08 within 7 calendar days. Failing payment, I will file in *************** Small Claims Court for the full amount plus costs and seek any additional relief available, while also asking DOT OACP to open an enforcement action for deceptive coding.
  
  Regards,
  
  *** ******

  Business Response

  Date: 07/29/2025

  As part of our partnership with the Better Business Bureau, I've recently received your correspondence from July 27, 2025. This is in response to your BBB Case: 23661458.
  
  Thank you for your reply. I am sorry to hear you are disappointed with our response.
  
  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.
  
  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 your AAdvantage loyalty very much, Mr. ************** and look forward to welcoming you on board your next American Airlines flight

  Customer Answer

  Date: 07/29/2025

  Complaint: 23661458
  
  I am rejecting this response because they are denying the facts of the situation, repeating themselves, and refusing to answer my previous questions. This is a boiler plate letter which was sent to me previously. Word for word.
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:07/27/2025

  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.

  Let the list begin:AA Ref#1-38130125638 is still not resolved. I have asked on several occasions for assistance with the baggage team from the *** to no avail. An AA gate agent purposely broke my case in front of me. ** has the full complaint in their system, and their employee's supervisor at the airport directed me to reach out to AA directly given the situation. This complaint was logged same day on 6/28/2025. The gate agent violated AA policy and their baggage team and customer support is not doing much about it. I have sent several emails and no one is following up. I really do not want to escalate to getting an attorney involved so please AA just fix it and save us all some time and money. Today I also filled additional complaints as I am frustrated as a 10 year loyal American Airlines Customer and ******************** Credit Card Holder, of AA putting profits before customer service. Other complaints against AA:6/9/2025 Flight delay causing baggage to be delivered on a separate flight. Due to the contents of the bag, I have to be in person with ID to pick up (and rightfully so to their credit). This did result in a financial loss to me as I had to pay air port parking and spend even more time I did not budget for over this. The flight was severely delayed. Due to this whole ordeal, was not home until early the next morning. 7/27/2025, flight delay due to mechanical. I was given c*** options for return to ******. I booked an early flight to be home before 12 noon, and now won't be home until after 10pm. I've been up since 3:30am... I always purchase upgraded seats, I was placed in the rear of the plane. There is an available upgrade seat but instead of doing the right thing and comping them AA wanted to scalp for them at $100.00. I've never spent that much for an exit row ever. They care more about profits and ignoring their customers, even when their agent was at fault for the broken case. I am willing to bet the maintenance delay today was due to negligence.

  Business Response

  Date: 07/28/2025

  As part of our partnership with the Better Business Bureau, I've received your correspondence. This is in response to your BBB Case: 23661309.

  Thank you for contacting us. 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.?

  Customer Answer

  Date: 07/28/2025

  Complaint: 23661309
  
  I am rejecting this response because:

  The time it has taken and the frustrations built up to reach this point is unreasonable. The baggage team ignored my response with simple questions. No follow up from the customer care person. I am to the point where I will be going public with the story about your careless agent's handling of my firearms case and warning all law enforcement officers on all applicable outlets, such as police one (I already have an article published here years ago on something unrelated to air travel), and various discussion boards. I was lawfully carrying and in compliance with YOUR policies. Your agent acted outside of her training and abilities and intentionally caused this issue. 

  Your team was half baked at attempting to make thing right. And still no response on replacement. Enough stalling do the right thing or do not, I am done with this waiting game. You can also reach out to me directly to get this resolved. I should not have had to go to the BBB to get quick communication from AA. Worst airline in the industry. 

  Regards,
  
  ******* ********

  Business Response

  Date: 07/29/2025

  As part of our partnership with the Better Business Bureau, I've received your correspondence. This is in response to your BBB Case: 23661309

  Thank you for your message, and we genuinely regret the continued frustration youve experienced. We understand how important this matter is to you, and we recognize the seriousness of the concerns youve raised.
  

  Please be assured that your case remains open, and our team is actively reviewing the details. We understand youre seeking swift resolution, and while were unable to provide a final update at this exact moment, someone from our team will reach out to you directly as soon as further information is available.
  

  We appreciate your patience as we work through this, and we truly hope to bring this matter to a satisfactory close.

  Customer Answer

  Date: 08/01/2025

  Complaint: 23661309
  
  I am rejecting this response because:

  You had the same Agent, **** *****, reach out to me via email, auto generated email, who asked for the same information I 1) submitted with the original complaint on your system and 2) we have spoken about this complaint before... he reached out on 7/29, I responded back and requested a supervisor. No further communication. 

  With the main incident occurring back at the end of June, and given the horrible automated process requesting the same burdensome information (You have to go look for the ticket number, and the confirmation number, and the flight number, etc. vs. just giving them one piece of information to help them find the everything) that you had to find to create the complaint on your website... 

  So yes, I understand things take time, but this has surpassed what a normal rational person would find reasonable. Please figure out how to work customer service and have a supervisor reach out to me. Direct customer emails from a live person that is not computer auto generated would be nice. You continue to fail to resolve the root claim. 

  Regards,
  
  ******* ********