If you have recently flown with American Airlines, or interacted with an employee with American Airlines, and were not completely satisfied with the experience, you may make a complaint to the company.
When filing a complaint, it's typical to ask for your desired outcome, so the company can rectify the situation. It's also recommended you make reasonable requests so that the company can deliver. For example, it may be unreasonable to ask for a full refund but a flyer voucher can be more reasonable. Your demands will differ depending on your unique situation.
Follow these simple instructions for how to make a complaint to American Airlines:
Under 'Topic' select 'Customer Relations.'
Under 'Subject' select 'Complaint.'
Under 'Reason' select the option from the drop-down menu that best applies to your complaint. If none of the options apply to your situation, select 'Other.' The options include:
American Airlines Vacation
At the airport
Bags delayed / lost / damaged
Delayed / canceled flight
In flight / on your flight
Website / mobile / app
On the next page, fill out the form. You will be asked for your contact information, your ticket number or record locator, your mailing address, your flight numbers, original and destination cities, and dates of travel. It's noted that you shouldn't include your date of birth or credit card information in this form, for security purposes.
You will receive a response via email about your complaint. American Airlines states it responds to customer complaints within 60 days.
You can send a letter to the American Airlines Customer service team at the below address:
American Airlines Customer Relation, 4000 E. Sky Harbor Blvd., Phoenix, AZ 85034
Make sure to include your contact information, your ticket number or record locator, your mailing address, your flight numbers, original and destination cities, and dates of travel.
If you have any documentation to prove your complaint, make sure to make photocopies and include the documentation in the letter.
American Airlines will likely respond via mail, but if you include your phone number or email address in your letter, they may also respond using these forms of communication. American Airlines states it responds to customer complaints within 60 days.
You can contact the American Airlines Customer Service team at this phone number.
Make sure you have on hand your ticket number or record locator, your flight numbers, original and destination cities, and dates of travel.
You should mention any documentation and proof that you have that backs your complaint.
When you're experiencing an issue with American Airlines, it's recommended you make notes during the encounter. This will allow you to make a more detailed complaint later.
Additionally, when you're making your complaint, it's best to write a complaint that is reasonable, cordial, and well-written. In your complaint, clearly state what you would like to be satisfied (a refund, a ticket) and tell them that if you don't receive a response you'll file a complaint with the U.S. Department of Transportation and the Better Business Bureau.
Make sure to always mention or attach documentation, if you have it, including photos, videos, and documents.
After thousands of American Airlines customers came to GetHuman in search of an answer to this problem (and many others), we decided it was time to publish instructions. So we put together How do I make a complaint to American Airlines? to try to help. It takes time to get through these steps according to other users, including time spent working through each step and contacting American Airlines if necessary. Best of luck and please let us know if you successfully resolve your issue with guidance from this page.
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