Complaints

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

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  American Airlines

  4333 Amon Carter Blvd Fort Worth, TX 76155-2605

• 

  American Airlines

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

• 

  American Airlines

  5900 Messer Airport Hwy Birmingham, AL 35212-1057

• 

  American Airlines

  2900 Woodcock Blvd 222 Atlanta, GA 30341-4004

• 

  American Airlines, Inc.

  1357 Kapiolani Boulevard, #1145 Honolulu, HI 96814

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:08/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally booked a flight to go to HRO from *** (CONF#: RNFMLE). AA decided to cancel my outgoing flight with no notice and changed it so that I would have to connect at CLT and ***. They only gave me 30 minutes to make my connection at *** to a completely a terminal outside of the main airport. I called AA and the agent didn't offer me a refund nor did she find a flight that would let me do my original trip in one day. Instead, she flew me 10 hours earlier. This required me to pay $135.87 to stay next to the airport. I also upgraded to first class, but that was a mistake. The attendant only came around once to give drinks and a meal. The majority of the time, she was glue to her phone in her seat by the front door. On my way home (CONF#: QYALQE), I had my puppy with me (same day - it was a pick up trip). The agent in ******* did not know what she was doing. She proceeded to talk about weather restrictions for an in-cabin pet. Then, she made me try to fill out an in-cabin checklist that the employee is supposed to fill out. My short connection in ****** was quite stressful as well. The gate agent tried to tell me that there were no pets registered for the light. It was only after I showed my receipt that she magically found my pet listed. Training and customer service seems to be lacking. I will definitely start looking into other options when choosing who to fly with.

  Business Response

  Date: 08/24/2022

  Passenger was contacted on Aug 19, 2022 under case# 1-31837876134. Please see attached.

• Initial Complaint

  Date:08/17/2022

  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 am signed up for their rewards program - I used my reward points to book and pay for a car rental. The rental was made through American Airlines using my rewards information and car booked through Dollar Rental. The rental dates: 6/14/22 - 6/18/22. The American Airlines Rental Reference Code:481627066. The air miles were removed from my account, but then I was still charged on my American Airlines for the full price of the Car Rental. I Emailed the company on 7/21/22 When I Noticed that the charges were still on my account and my rewards points were "gone" (supposed to pay most of the cost of the rental). I received a reply that they were looking into it. I emailed again on 8/5/22 with no reply this time. I tried calling their support number on 8/16/22 and was on hold for >1 hour without speaking to anyone. I cannot contact anyone to refund me my money for the rental.

  Business Response

  Date: 08/24/2022

  ********* was contacted on Aug 19, 2022 under case# 1-31839161236. Please see attached.

• Initial Complaint

  Date:08/17/2022

  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 1 2022 I purchased three tickets from American Airlines for flights from *** to ***. The flight date was to be December 17, 2022. I purchased the tickets by calling American Airlines and speaking to their agent. I purchased the tickets with a combination of $1146 in flight credits and $5799 in cash. The ticket numbers are: *************, *************, and 0012431875526.Their agent said that if I cancelled the purchase within 24 hours I would get a refund. In addition, I received an email from American saying that "... if you canceled within 24 hours of initial ticket purchase, and at least 2 days before departure, well process your refund automatically." I did in fact cancel the purchase within 24 hours, and several months before departure. Now however, American is refusing to give me a refund. Their explanation is that because I used flight credits for a portion of the fare, no refunds are available. Furthermore, I requested a refund on the American web site and received an email on August 8 rejecting the request. This seems unreasonable. It was a newly purchased ticket, not an old ticket. It was newly paid for, with both flight credits and cash. I am requesting a full refund of the cash paid, and a reinstatement to my account of the original flight credits.

  Business Response

  Date: 08/25/2022

  ********* was contacted on Aug 22, 2022 under case# 1-31824506563. Please see attached. Passenger has reply 1-31866383862 open and will receive another response soon.

  Customer Answer

  Date: 08/25/2022

  Complaint: 17729981
  
  Steps to date:
  

   - The airline has refused a legitimate request to refund $1146 in flight credits and $5799 in cash, in spite of the law and their own commitment as stated to me prior to and after purchase.

   - Instead, they have credited ***** miles to my account, with a total value of approximately $100.

  
  

  I am rejecting this response because:

   - I'm not looking for miles to be deposited to my account.  I'm looking for a refund as promised.

   - The value of compensation offered is only 1% of my loss.
  
  Regards,
  
  *******************************

  Business Response

  Date: 09/02/2022

  Passenger was contacted on September 1, 2022 under case# . Please see attached.

  Customer Answer

  Date: 09/02/2022

  Complaint: 17729981
  
  I am rejecting this response because:

  
  

  The tickets in question newly booked.  I booked an entirely new reservation.  When the agent asked me how I wanted to pay for this, I said I would pay with flight credits and cash.  The agent said I could cancel the flight within 24 hours for a refund if needed.  I understand that American is claiming that because I used some flight credit to pay for this new reservation, that makes it in fact a rebooking of a prior reservation.  Nonetheless that claim doesn't make it true.

  
  

  If it is American Airline's policy that tickets paid for in part with flight credits can not be cancelled within 24 hours for a refund, then:

   1) This is contrary to ****** policy, which provides no exception for flights paid for in part with flight credits

   2) American gave no notice that it would apply this policy, and customers could have no way of knowing in advance that it would do so

   3) American specifically told me that in this case I could cancel the flight within 24 hours

  
  

  Accordingly I continue to respectfully ask for my flight credits to be reinstated and the full value of the cash I paid to be refunded.

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

• Initial Complaint

  Date:08/17/2022

  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 with American Airlines, I was set to depart from ******* and arrive to *******, I noticed no one was boarding and I said whats the hold up, so I went to ask and the lady tells me we dont have a pilot Im thinking how is that my problem? Anyhow Im thinking it could be like maybe a 30 minute delay and the agents arent even saying anything so about a hour and half later the pilot shows up and keep in mind Im hoping to catch the train back home from Burbank so now Im really against time so Im like ok Ill just catch the next train and there we are still waiting anyhow another hour goes by and I said s**** this Im not going to wait any longer so I go to the customer service center and tell them to cancel my ticket and ask could I be refunded and she says you need to put in a request for a refund but more then likely they will refund you so I put in the request and about a week later I get a response which basically says you only paid for the cheap ticket and you aint getting nothing back! How is this my fault that I had to wait for there co-pilot to get there! Anyways my Ticket number: ************* and Record locator: UZIFYV I need to be refunded immediately!

  Business Response

  Date: 08/25/2022

  ********* was contacted on Aug 18, 2022 under case# 1-31823797839. Please see attached.

• Initial Complaint

  Date:08/17/2022

  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.

  AA547 8/13/22 : American airlines delayed my flight five times , after delaying the flight they canceled it, providing me a flight the next day Sunday 8/14/22, providing me a hotel to stay the night but the hotel had bed bugs and no working AC .on Sunday 8/14/22 and once again delayed my flight 3 times and than canceled it not willing to work with me giving me a another flight to anywhere within *****************. Until i argued to provide me a flight for *******. when arriving to ******* my flight was canceled again and not willing to work with me giving me another flight to ******* they wanted to send me to ****** ******** when i had no reason to fly out there when my destination was *******, i had to go out of my way and purchase tickets with southwest of a charge of $600 because they didn't want to provide the help nor communicate well enough with me the situation as in why they canceled my flight because the weather was fine , no issue with the plane nor nothing. i had to stay at the airport with no sleep , cold , no shower , almost loosing my job all to be able to get home Monday and when i could've been home since Saturday at 6 pm but due to their unprofessionalism and un willingness to help provide a flight .

  Business Response

  Date: 08/24/2022

  Passenger was contacted on Aug 18, 2022 under case# 1-31831509072. Please see attached.

• Initial Complaint

  Date:08/17/2022

  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 7/25/22 I paid a flight for ************************************** for an amount of 305.60$ I paid myself because I'm a family member of the passenger and he is in political Asylum. Immigration gave him the instructions to get a ticket of any form from a close family member for wherever destination they needed to go which is ********** in my case. (I have proof of that if needed) so I bought the ticket for 7/24/22 leaving *********** at 7:05pm because that evening time was perfect for his situation. The morning wasn't possible for him since he didn't have a way to get to the airport at that time. Shortly after I bought the ticket I received an email from AA saying "Due to a delay, you'll miss your connecting flight. We rebooked your flight from SAT to ***. Were sorry for the change to your travel plans" and that flight was leaving on the 25th at 8:44am and was asking me to confirm the flight which ****** wasn't able to take so I didn't confirm it. After that email, I got another email stating that my original flight was confirmed VDESOM and they charged my CC. As soon as I received that email I contacted AA +**********, to try to speak to an operator for that matter. I told her; how come AA was charging my CC when the original flight couldn't happen for the delay and I never confirmed the new flight because ****** wasn't able to be at the airport? We talked for about 15 min and told me not to worry about it since it wasn't my fault the flight was delayed. She helped cancel the flight while talking with her and gave me instructions of where to get a refund. Now I've been writing emails with AA and they are saying it's not possible to get a refund because I canceled the flight( I canceled it because the AA operator told me to do so) and that I never called the operator (I have my phone statement)Please, I need help with this matter. It's not fair for consumers and I don't see any transparency from them.

  Business Response

  Date: 08/24/2022

  Passenger was contacted on Aug 18, 2022 under case# 1-31832662992. Please see attached.

• Initial Complaint

  Date:08/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I flew with American Airlines on July 6th and July 19th as a round trip. On both my flights going to ******* and back on July 19th my family and I had nothing but issues with American Airlines. On July 6th our flight was cancelled and then changed. This caused our seats to be changed leaving my 4yr old in one seat and row, myself in another seat and row and my third person in a different seat and row. I was told by the worker at the gate that they "couldn't help me change seats" so at least my 4 year old was next to me. I received an email that due to the cancellations and delays that my purchase of 6 seats (all going to *******) would be refunded at the end of my trip. After finally arriving in ******* over 12 hours after we were originally supposed to the airline had lost our stroller. After hours at the airport of being told it ended ** in ******* which it hadnt and they just lost it, we were forced to leave for the night. I finally was contacted that they found the stroller and days later received it broken, ripped and destroyed. On the flight coming back home our flight was changed yet again leaving us stranded in the airport for hours. They rerouted us to a different state and told me that i would be refunded for those 6 seats as well and caused us to miss work, finally get home over 12 hours later. I still have yet to receive any refund and have been contacting both American Airlines and Priceline for a month now. I would like my refund for the total of all 12 seats. I have had nothing but absolutely horrible and disgusting experiences with American Airlines and they keep trying to place the blame elsewhere. I have called both Priceline and American Airlines multiple times each and submitted multiple claims to American Airlines. Priceline during my last call informed me that since it is a past flight AA is required to refund me and if they denied to ask for a manager. I have been denied now multiple times and they keep trying to place blame.

  Business Response

  Date: 08/25/2022

  Passenger was contacted on Aug 18, 2022 under case# 1-31831508782 and AA-22CARILLO-H86R09. Please see attached.

• Initial Complaint

  Date:08/17/2022

  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.

  ********************* Tick#************* ***************** Tick#************* Record Loc. VOPXHT Depart ******** ** Arriv. ***** ** 8/30-9/3/22 On 5/21/22 10a-12:00p (Eastern Daylight) We are seniors, called Am.Air. Rep and told her we were seniors and had never done this and were not computer savy. We put her on speaker phone so we BOTH could hear her. We specified to her we needed REFUNDABLE tickets and for her to charge our card and she assured us she would take care of this. We told her we were afraid of COVID hitting the facility in **. 9where mother-in-law is. And of her dying before her 97th b-day) So we DID NOT want exchangeable tickets. we could not have been any clearer, and she again assured us that she was getting the insurance for us. COVID hit the **. facility and they will not let us in or moth-in-law out. So on 8/5/22 we called Am.Air to cancelled & was told we needed to have gotten insurance thru ALLEGIANT. Am.Air agent on 8/5/22 also said the agent we had on 5/21/22 should have told us we needed to make & buy our insurance on our own. Never never were we told that OR given a #. We had her on speaker phone so we could both hear her clearly. Feel rep. did not advise us and want card refunded. Filed 3 complaints& nothing. Believe it was on recorded line. No one is responding to us and can not believe American Air treats anyone like this. We clearly would have paid extra for the insurance, and made it clear to the rep., that it did not matter how much insurance was, we needed her to add it to our card. She told us she was doing that. Please refund my card. Please respond. ***************** ************************************************************** Phone: ************ *********************

  Business Response

  Date: 08/24/2022

  ********* was contacted on Aug 19, 2022 under case# 1-31832662743. Please see attached.

  Customer Answer

  Date: 08/24/2022

  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.  Thank you so much for your help.  
  
  Regards,
  
  *****************

• Initial Complaint

  Date:08/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a non-refundable ticket in February for ******* I anticipated going on the flight however in this month I ended up falling ill with covid they told me I had 90 days to live because I have a rare form they are trying to do everything they can if not I will die I sent paperwork to American airlines to tell them this along with my refund I do not need a credit because you all do not fly to heaven I have a 5 year old son that I cannot leave that ticket to I'm already going to economic crisis with this covid because I have to plan a funeral so you know you guys got to be a little lenient covid is everywhere and people need their money you know. I need corporate office.. this isn't right nobody volunteer to get Covid

  Business Response

  Date: 08/24/2022

  Passenger was contacted on Aug 18, 2022 under case# 1-31832940384. Please see attached.

• Initial Complaint

  Date:08/17/2022

  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 last year 12/28/2021 which cost ****** . My family couldn't travel because of they travel documents, which I called and ask for them if it's possible for them to be on the next flight which was the next day, customer service refuse to give me the option and they also put down that I didn't call them but after I call back and speak to another agent I was told otherwise. I simply ask them for the flight credits, cause that's a big lost.

  Business Response

  Date: 08/24/2022

  Passenger was contacted on Aug 18, 2022 under case# 1-31832160854. Please see attached.