Had an issue with

American Airlines

? Get a real response.

The fastest way to submit a complaint to American Airlines is through their online Customer Relations form. American explicitly recommends this channel for the quickest response.

Online Customer Relations Form (Fastest):‍

Go to American Airline's official Customer Relations page:

There, you’ll be asked for:

• Your contact details
  
  
• Flight information (confirmation code, ticket number, travel dates)
  
  
• A clear description of your complaint
  

Once submitted, your complaint is routed straight into American’s system and you’ll usually receive an email confirmation with a reference number.

Phone – 24/7 Customer Service:‍

For time-sensitive or in-progress travel issues, you can call:

1-800-433-7300 (open 24/7 in the U.S.)

Tell the agent you want to lodge a complaint about a past or current trip. They may document it or direct you back to Customer Relations for detailed follow-up.

Social Media & App Support:

• Twitter/X: @AmericanAir
  
  
• Facebook Messenger: American Airlines page
  
  
• American Airlines app: use in-app chat/support
  

These channels can be useful for quick triage and to make sure your case is flagged, though formal resolution typically still runs through Customer Relations.

Mail – Written Complaints:

American Airlines – Customer Relations
P.O. Box 619619
DFW Airport, TX 75261-9616

Include:

• Your full name and contact details
  
  
• Flight/booking details
  
  
• A clear summary of what happened
  
  
• Copies of receipts, photos, or any documentation
  
  

American notes that mailed complaints will take longer to receive and respond to.

At the Airport or Onboard (Immediate Issues):

• Ask for a customer service supervisor at the airport
  
  
• Onboard, speak to the lead flight attendant
  
  
• For disability-related problems, request a Complaint Resolution Official (CRO) – every U.S. carrier, including American, must have CROs available.
  

Always note names, times, and what was said; these details strengthen your later complaint.

Once American receives your complaint, their Customer Relations team takes over.

1. Acknowledgment & Queueing‍

You’ll usually get an automated acknowledgment fairly quickly, especially via the online form. American has publicly stated that response times can be delayed due to high volumes, but that all feedback is read and responded to.

2. Review by Customer Relations Agent‍

A dedicated Customer Relations rep will:

• Pull your booking and flight history
  
  
• Review internal reports (delay codes, crew/airport notes, baggage records, etc.)
  
  
• Cross-check relevant policies in the Customer Service Plan and Conditions of Carriage
  
  

3. Response Timelines‍

In line with U.S. Department of Transportation guidance, airlines are expected to:

• Acknowledge written complaints within 30 days
  
  
• Provide a written response within 60 days (30 days for disability-related complaints)
  

American aligns with these expectations in its Customer Service Plan. In practice, some customers hear back within a few days to a couple of weeks, but the 30/60-day window is the formal benchmark.

4. Resolution & Compensation‍

Depending on your case, American may offer:

• A written apology and explanation
  
  
• Travel credits or eVouchers
  
  
• AAdvantage mileage credits
  
  
• Refunds or fee waivers where appropriate
  

If you were bumped, delayed, or had a service failure that falls under their policies, they’ll usually reference those rules and outline what they’re doing.

5. Escalation Inside Customer Relations‍

If your complaint raises serious concerns or you push back on the first outcome, your case can be:

• Reviewed by a Customer Relations supervisor/manager
  
  
• Referred to Executive Relations for higher-level review
  

American also notes that customer feedback is logged and shared internally to improve systems and training.

American gets a familiar mix of complaints, with a few major themes showing up again and again.

Flight Delays & Cancellations:

• Long delays and last-minute cancellations
  
  
• Poor or confusing communication during disruptions
  
  
• Lack of assistance with rebooking, hotels, or meal vouchers
  

Many customers feel the frustration isn’t just the disruption, but how it’s handled.

Customer Service & Staff Attitude:

• Reports of indifferent or rude ground staff or flight crew
  
  
• Perception that agents aren’t proactive in helping during irregular operations
  
  
• Inconsistent experiences trip-to-trip
  

Some reviews praise individual staff; others describe being ignored during delays or feeling singled out unfairly.

Booking, Website & Credit/Voucher Friction:

• Technical issues on AA.com (errors, timeouts, difficulty completing tasks)
  

• Confusing processes to use Trip Credits or Flight Credits
  
  
• Having to call in for things that “should be easy online”
  
  

Baggage Issues:

• Lost or delayed baggage, especially on tight connections
  
  
• Damaged bags
  
  
• Confusion about reimbursement for essentials during baggage delays
  
  

Not everyone is told clearly that they may be reimbursed for reasonable interim expenses, which adds to frustration.

Refunds & Non-Refundable Tickets:

• Being offered credits when a cash refund is actually due (e.g., flight canceled by American)
  
  
• Slow refund processing
  
  
• Confusion about when a refund vs. credit applies
  
  

Seats, Upgrades & Loyalty Issues:

• AAdvantage elites upset when upgrades don’t clear or are downgraded
  
  
• Families split across the cabin or losing seat selections after aircraft changes
  
  
• Complaints about extra fees for seat selection, legroom, etc.
  
  

Follow-Up & “Form Letter” Responses:

• Some customers feel responses are generic or don’t address key points
  
  
• Others report quick, personalised resolutions