Complaints (AA)

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Where to complain

Generally speaking, the best way to complain to American Airlines is to use AA.com. This link will take you directly the e-mail form to write Customer Relations directly.

You can also try e-mailing mailto:customer.relations@aa.com, preferrably from the account registered with AA.

Always ask for a reply - this will generally be a form acknowledging receipt.

The form will also reveal these "snail-mail" and courier options:

Mailing Address (not preferred)

"AA Customer Relations invites customers to send comments or inquiries via mail or email." (sic)

Postal Mail

American Airlines Customer Relations
P.O. Box 619612 MD 2400
DFW Airport, TX 75261-9612

Overnight Service

American Airlines Customer Relations
4255 Amon Carter Blvd. MD 2400
Fort Worth, TX 76155-2603

Resources for those contemplating complaints

Christopher Elliott's suggestions for egregious issues

For more American Airlines-related egregious issues or those that may have not been replied to satisfactorily, Christopher Elliott's http://onyoursi.de site has a pagewith consumer contacts, currently including:

American Airlines
http://www.aa.com
American Airlines Headquarters
4333 Amon Carter Boulevard
Fort Worth, TX 76155
Telephone: (817) 963-1234
Toll-free number: (800) 433-7300
Fax: (817) 963-9641

How to get through to an operator:
Dial 00, then say “agent”.

Baggage Department: (800) 535-5225
How to get through to an operator:
Press 1 then press 0 twice.

American Airlines Customer Relations
PO Box 619612 Maildrop 2400
Dallas Fort Worth Airport, TX 75261-9612
Telephone: (817) 967-2000, a pre-recorded line only.
Fax: (817) 967-4162

Overnight Mail Address
4255 Amon Carter Blvd
Maildrop 2400
Fort Worth, TX 76155-2603

Elliott also says "American says e-mailing its executives is the slowest way to get a response from the carrier. Slower than sending it a letter. Slower than using a carrier pigeon." And, he offers these for those who would attempt it anyway:

Primary contact

Craig Kreeger
Senior Vice President Customer Experience
(817) 963-1234
mailto:craig.kreeger@aa.com

Sean Bentel
Manager, customer relations
(817) 967-2116
mailto:sean.bentel@aa.com

Secondary contact (*)
Mark Mitchell
Managing director, customer experience
(817) 931-7523
mailto:mark.mitchell@aa.com

Chief executive (*)
Gerard J. Arpey
President and chief executive officer
(817) 963-1234
gerard.arpey@aa.com

Overview

American Airlines is a solid, middle-of-the-road airline when it comes to customer service. Which is to say, there is no abundance of horror stories coming from American. But, at the same time, when it comes to marginal cases where a little bit of good will could take it a long way, it often hesitates – especially when it comes to paying out damages or issuing vouchers. All in all, American could probably do better. It could also do much, much worse.

If you have a customer complaint, please read this before contacting the company."

Suggestions for an effective complaint

Some suggestions from FT members for those considering using the written word include:

  • Be complete, but be succinct and specific
  • Include the ticket number(s) - PNRs recycle, ticket numbers don't and therefore are the "gold standard"
  • If you expect compensation, spell out what you think would be fair
  • Check your emotions - "care, but not too much"
  • Refrain from the use of hyperbole, from bloviating or exaggerating
  • Stick to the fact and (over)document everything
  • You may want to write it out and reread it the next day before you send it, for perspective

Compensation request

For scale of potential compensation, check these FlyerTalk threads and tools:

Credits

  • This content was written by JDiver

Relevant FlyerTalk thread