ComplaintsforAmerican Airlines
Airlines
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I had a flight with American Airlines scheduled for 9/30/2024, Record Locator: NYPCJP. The ticket number associated with this flight is *************. I cancelled this flight on 12/20/2023 and was supposed to be issued a flight credit in the amount of $206.90. I did not receive the email with the information for the credit nor have I been able to locate it on the ** website. I have contacted ** several times regarding this, asking them to resend me the information with the travel credit I was supposed to receive and they either give me the run around or don't respond to my requests sent via email. I need ** to extend the travel credit of $206.90 that I am owed before it expires on 12/21/2024.Initial Complaint
10/30/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I recently booked a vacation package with *********** from 10/16 to 10/23 (hotel, ************* I was able to receive a refund for the hotel and car but not able to receive a flight credit from either Expedia or America airlines due to booking basic economy. My reason for cancelling my flight on 10/8 was due to hurricane ****** making landfall in the ********* area. I had to seek shelter in a hotel until the storm passed, when I returned home my property was flooded and we had no electricity for 7 days. It took more than one week to clean up all the debris and get my house somewhat in order. There was no way I would have been able to keep my reservation on 10/16. I did virtual chats with both Expedia and American Airlines trying desperately trying to get consideration. Finally last week I noticed a flight credit in my Expedia account but today it was missing. I called Expedia and they informed me they put it in my account by error and had to take it back out due to AA policies. Even though Governor ******** declared a state of emergency due to hurricanes *************** both ************ had to follow their policies and would not issue a flight credit. These 2 tragic incidents should require some consideration to keep their present and future customers happy. I'm planning future ******************** and would still like to use Expedia and AA, but now I'm not to certain.Initial Complaint
10/21/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We were scheduled to fly to ***** in October from *******. American Airlines canceled our flights, probably due to Hurricane ******. When I logged in, it showed a flight credit. Now the flight credits have vanished...as well as all of our canceled flight information. I've already tried to contact them about this, and they are of NO help. They couldn't even find our canceled flight information, or any of our information for that matter. They want people to pay, regardless of their careless and reckless business practices. No refund, no flight/trip credits, nothing. I'm sure this is a common practice, as they expect people simply forget that they forked out thousands of dollars for a cancelled trip. I need a refund.Initial Complaint
10/21/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
American Airlines Flight from ********* to ****** last night.Closed flight as I walked up to gate.Then agent told me I could not book another flight.Walked away from me.Finally flew standby toChicago.Plane could not come to gate because another plane was in the way. Missed connection to ****************Appealed to customer care at ******. Was told to sit down while EVERYONE else was given hotel voucher for ****** at the airport. Finally was given a voucher for the Residence Inn miles away. Shuttle never came to get me.Walked over to Hilton and paid for my own room. Would like to be reimbursed for ****** ******* an American Airlines Advantage member, I think I should be compensated for rude and discriminatory treatment at the hands of their employees.Initial Complaint
10/21/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased 2 tickets last August 2023, one for my husband and one for myself. I cancelled my husband's ticket and received the ticket number of "*************" as the reference number for the ticket credit, in October of 2023. When I cancelled that ticket, the agent noticed my name was spelled incorrectly on my personal ticket. He then changed the name on my husband's ticket, to my name. Which I am told he was not supposed to do. SO then I flew on my husband's ticket. Leaving my ticket(0012470728809), with the misspelled name, just floating around not being used by anyone. I went to rebook my ticket and use the credit, I was unable to find the ticket because I was looking for the ticket with the number provided by your support person. It has taken me quite a while to get to the bottom of this issue and until yesterday, the only information I could find out was that my ticket credit was used. But that was not actually the case and there was a lot of confusion around what happened between both of the tickets. American Airlines is refusing to take responsibility for the mistakes made while handling this transaction and has issued several apologies but has done nothing to rectify the situation.Initial Complaint
10/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Asked AA to resolve an issue and they said they would get back with me and resolve the matter, but never received a response. AA reference number is 1-34586249272Initial Complaint
10/21/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Travelled from ** to CID via ************* on 8/29/24..Plane was inoperable after sitting inside still for two hours. Then asked to deplane and directed to another gate. Few minutes before boarding, asked to go to another gate. Flight has been delayed few times already and then canceled. Staff was not helpful or answer questions either. Had to go back home taking **** again that night. Did not get the flight until next day night. Missed wedding event my family member. Also spent so much commuting back and forth paying for ****.Again same maintenance issues while coming back from CID to ** too on 9/3/24.Sat inside flight in *********** and asked to deplane again. Flight delayed for hours and missed connection flight in *************. Had to buy Delta airlines ticket and to get home. Filed complaint thru retention team/customer care, requesting refund on ****** AA Miles spent on the entire trip and refund the money I have to spent with Delta airlines ticket and **** commute back and forth. They did not care or provide resolution to my satisfaction. Really hoping someone look into this and help with compensation taking responsiblity for the bad and frustrating experience both ways taking this flight.Initial Complaint
10/21/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
American Airlines has denied providing a credit of $410.50 as explained in the attached latter. Tried reaching out to American Airlines but after various emails they just stopped responding. Their initial response was that Trip Credit ************* (granted on 4/3/24) was used for ticket number ************* (Purchased on 2/11/24, cancelled subsequently and scheduled for 3/14/24). It is clear that the granted Trip Credit could not have been used for a flight that was cancelled and occurred in the past. Thus, I am still owed my $410.50 trip credit, which is what I am requesting.Initial Complaint
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Over 2 months ago, my wife and I booked a flight for my father in-law to fly from ***** to *********, ** on American Airlines. He is almost 80 years old and English is his 2nd language so we tried to take care of the details ourselves. The flight was to ****** and a connecting flight to *********. A couple of days before the flight, the 2nd leg (to ********* was cancelled) and automatically rebooked causing an extremely long layover at the airport (on both ends of the trip). My wife called frantically and had it rebooked to ******* on both ends. 1 hour longer drive each way. We then found out that he still has a 16 hour layover on his way home. There is no way to get him to ****** the same day from here unless we bring him to *********... adding another hour to the drive each way. We are willing to do that. However... I am a medical provider at a local VA clinic and cannot cancel my patients during the week. We tried to have both legs of the flight changed to Sunday so I could drive him to the airport over the weekend and my wife and I could both take turns driving back. I spoke with 2 separate managers. Neither was willing to consider changing the international leg of the journey saying that we already changed the flight once. They told me there was one seat left on the Sunday flight and I would have to pay over $5,000 for it. They were willing to change the departing flight out of ********* midweek at no charge (flying to ******). So, now my wife will have to drive on her own to and from the airport. I cannot comprehend how your business model evolved to this level of customer care. Honestly, I feel like I've been scammed. I'm not sure how they can stay in business when they do not take accountability for the messes that they are responsible for.Initial Complaint
10/21/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I flew on American Airlines from ************ to ******* on September 6, 2024. Upon arrival my luggage was lost. I promptly filed a claim for lost luggage. They were unable to locate my luggage so I submitted a claim for reimbursement of the contents of my luggage, the cost of the luggage and refund of baggage fee. I provided an itemized account of my items, several of which were over $100. The requirement of receipts for items purchased months and perhaps over a year prior places undo burden on a person as most people do not keep receipts for items purchased. My total request for reimbursement was $5,000 however the total amount they were willing to reimburse was $2,667.00 This did not include an itemization of how they arrived at that amount. I am requesting that American Airlines reimburse the full amount of my claim.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
7,559 total complaints in the last 3 years.
2,908 complaints closed in the last 12 months.