{"id":"american-airlines","page":"https://escalate.alexgaoth.com/#/c/american-airlines","html":"https://escalate.alexgaoth.com/c/american-airlines/","generated":"2026-10-15","company":{"id":"american-airlines","name":"American Airlines","aliases":["american airlines inc","aa.com","american air"],"sector":"airline","parent":"American Airlines Group","website":"https://www.aa.com","regulators":["us-dot"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and ticket changes (English)","value":"+1-800-433-7300","hours":"24 hours","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit"],"notes":"Within the U.S. and Canada. Spanish +1-800-633-3711, 24 hours. Hearing or speech impaired callers can dial 711 for the National Relay Service.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/reservations-and-ticket-changes.html","last_verified":"2026-10-12"},{"id":"customer-relations-form","type":"web_form","label":"Customer Relations feedback and complaint form (Tell us how we did)","value":"https://feedback.aa.com/Contact-American/","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","refund_request"],"access":"open","notes":"Choose Complaints; American says it will review the feedback and respond to the email you give. The form has fields for the 6-letter confirmation code and the 13-digit ticket number. The refund page's Contact Customer Relations link, for reimbursement of hotel, transportation and meal costs after a disruption within American's control, opens a page on feedback.aa.com.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/american-customer-service.html","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"Customer Relations by mail","value":"American Airlines Customer Relations, P.O. Box 619619, DFW Airport, TX 75261-9616","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding"],"notes":"The Customer Service Plan says a mailed letter may take longer to arrive and the response may be delayed.","source":"https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Request a refund","value":"https://www.aa.com/refunds/","purposes":["flight_cancellation","flight_delay","refund_request","ancillary_fee_refund"],"access":"open","notes":"One request per ticket number; seats and bags have their own ticket numbers. Starts with trip details. Check the status of a request at https://www.aa.com/selfServiceRefund/#/refund/status/lookup. For tickets bought from a travel agent or another website, ask that seller for the refund.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/receipts-and-refunds.html","last_verified":"2026-10-12"},{"id":"refund-mail","type":"mail","label":"Refund requests by mail","value":"American Airlines, Attention Passenger Refunds, 4000 E. Sky Harbor Blvd., Phoenix, AZ 85034","purposes":["refund_request","ancillary_fee_refund"],"notes":"Include the ticket receipt, the ticket number, a brief written explanation, and your name, address and phone number.","source":"https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html","last_verified":"2026-10-12"},{"id":"baggage-claim-form","type":"web_form","label":"Central Baggage online claim (damage, missing contents, delayed bag reimbursement, delayed 5+ days)","value":"https://centralbaggage.aa.com/en-US/submit-claim/","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"captcha","notes":"The Submit a claim links on aa.com's delayed or damaged bags page open centralbaggage.aa.com. The form asks for the claim reason and where you travelled, then shows an image code (CAPTCHA). Needs the 13-character file ID from the bag report.","source":"https://centralbaggage.aa.com/en-US/","last_verified":"2026-10-12"},{"id":"baggage-contact-form","type":"web_form","label":"Contact American bags form (status and questions)","value":"https://www.aa.com/contact/forms?topic=BG","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"open","notes":"Subjects are Damage, Delayed less than 5 days, Delayed 5+ days, Delayed bag reimbursement and Missing contents. The short address https://www.aa.com/contactbags redirects here.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/baggage.html","last_verified":"2026-10-12"},{"id":"delayed-bag-search","type":"portal","label":"Find your bags (delayed bag file lookup, run by NetTracer)","value":"https://app.nettracer.aero/pax/american/auth/login","purposes":["delayed_baggage","lost_baggage"],"notes":"Third-party site linked from aa.com. Use the 13-character file ID to check a delayed bag. To report at the airport without the Baggage Service Office, scan the QR code on the sign at baggage claim (trips ending in the U.S., Puerto Rico and the U.S. Virgin Islands).","source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"id":"bag-tracker","type":"portal","label":"Track your bags","value":"https://www.aa.com/web/baggage/tracker","purposes":["delayed_baggage"],"notes":"Search by confirmation code or bag tag number.","source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"id":"baggage-mail","type":"mail","label":"American Airlines Central Baggage (mailed claims with the Passenger Property Questionnaire)","value":"American Airlines Central Baggage, P.O. Box 619619, DFW Airport, TX 75261-9616","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Use only if you cannot submit online; American says mail is slower.","source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"id":"disability-phone","type":"phone","label":"Disability Team (special assistance problems on a past trip)","value":"+1-800-892-3624","hours":"24/7","purposes":["accessibility"],"notes":"The Conditions of Carriage say the disability team can be called 24/7. At the airport, ask for a Complaint Resolution Official (CRO).","source":"https://www.aa.com/web/i18n/customer-service/contact-american/special-assistance.html","last_verified":"2026-10-12"},{"id":"special-assistance-phone","type":"phone","label":"Special Assistance (accessibility arrangements for upcoming travel)","value":"+1-800-237-7976","purposes":["accessibility"],"notes":"Hearing or speech-impaired assistance +1-800-735-2988, or dial 711.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/special-assistance.html","last_verified":"2026-10-12"},{"id":"disability-assistance-form","type":"web_form","label":"Disability assistance request form","value":"https://www.aa.com/contact/forms?topic=DA","purposes":["accessibility"],"access":"open","source":"https://www.aa.com/web/i18n/customer-service/contact-american/special-assistance.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-relations-form"},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"Card dispute for a refund American owes but has not paid."}],"playbooks":[{"issue":"flight_cancellation","summary":"Decline rebooking to get a full refund of fare, taxes and fees; submit one refund request per ticket number.","evidence":["confirmation code","ticket numbers (including seat and bag tickets)","cancellation or schedule-change notice"],"steps":[{"do":"Do not accept a rebooking or fly the changed flight if you want a refund. American's refund page says accepting a rebooking or travelling on the delayed or rescheduled flight makes you ineligible."},{"do":"Submit a refund request for each ticket number, including separate seat and bag tickets.","channel":"refund-form"},{"do":"If the disruption was within American's control, request reimbursement of hotel, transportation and meal costs from Customer Relations.","channel":"customer-relations-form"},{"do":"If the refund is not paid, file a complaint with the U.S. DOT, then dispute the charge with the card issuer.","regulator":"us-dot"}],"facts":[{"kind":"policy","claim":"The Conditions of Carriage say American promptly and automatically refunds the fare, taxes and fees after a cancellation or significant itinerary change if you choose not to fly, not to rebook and not to accept other compensation. Eligible changes are 3 or more hours (domestic) or 4 or more hours (international), a different origin or destination airport, a downgrade, or more connections.","issues":["flight_cancellation","flight_delay"],"source":"https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Customer Service FAQs also list a schedule change of 90 minutes or more within 72 hours of departure, if you decide not to travel, as a reason to refund a non-refundable ticket.","issues":["flight_cancellation","flight_delay"],"source":"https://www.aa.com/web/i18n/customer-service/faqs/customer-service-faqs.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Refund requests must be submitted while the ticket is valid, 1 year from the ticket issue date. American does not process refunds on expired tickets.","issues":["refund_request","flight_cancellation"],"source":"https://www.aa.com/web/i18n/customer-service/faqs/customer-service-faqs.html","last_verified":"2026-10-12"}]},{"issue":"flight_delay","summary":"For a delay American causes, ask for a food and beverage credit at 3 hours and a hotel voucher if delayed overnight away from home.","evidence":["confirmation code","scheduled and actual times","cause given by American","receipts"],"steps":[{"do":"Ask for the food and beverage credit once the delay reaches 3 hours after scheduled departure."},{"do":"If delayed overnight away from home, ask for a hotel voucher; if none is available, keep receipts for reimbursement."},{"do":"Send receipts to Customer Relations for reimbursement.","channel":"customer-relations-form"},{"do":"If you decide not to fly because of a significant delay, request a refund.","channel":"refund-form"}],"facts":[{"kind":"compensation","claim":"The Customer Service Plan (updated August 26, 2026) says that, on request, for a delay or cancellation American causes it gives a food and beverage credit if the delay is 3 or more hours after scheduled departure, and a voucher for an approved hotel if you are delayed overnight away from your city of residence, or reimbursement of reasonable hotel costs if no voucher is available. For delays beyond its control, such as weather, you pay for your own hotel, meals and incidentals.","issues":["flight_delay","flight_cancellation"],"source":"https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html","last_verified":"2026-10-12"}]},{"issue":"delayed_baggage","summary":"Report before leaving the airport (within 4 hours of arrival on U.S. flights), keep the 13-character file ID, and claim expenses within 30 days.","evidence":["13-character file ID","ticket receipt","baggage claim checks","original dated itemized receipts"],"steps":[{"do":"Report the bag before leaving the airport, at the Baggage Service Office or with the QR code at baggage claim. For U.S. flights, within 4 hours of arriving (12 hours with Bags VIP Luggage Delivery). Keep the 13-character file ID."},{"do":"Check the bag status with the file ID.","channel":"delayed-bag-search"},{"do":"Within 30 days, submit the expense claim online with the file ID, ticket receipt, claim checks and original dated itemized receipts.","channel":"baggage-claim-form"},{"do":"If you cannot submit online, mail the claim and the Passenger Property Questionnaire to Central Baggage.","channel":"baggage-mail"},{"do":"If the bag was more than 12 hours late on a domestic itinerary, check that the bag fee was refunded; if not, request it.","channel":"refund-form"},{"do":"If the bag is still missing after 5 days, follow lost_baggage."}],"facts":[{"kind":"deadline","claim":"For flights within the U.S., report delayed bags within 4 hours of arriving at your destination, or within 12 hours if you used Bags VIP Luggage Delivery. For international flights, report on arrival and before leaving the airport.","issues":["delayed_baggage"],"source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"To be reimbursed for necessities, send the 13-character file ID, ticket receipt and baggage claim checks, and original dated itemized receipts within 30 days of the delay.","issues":["delayed_baggage"],"source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The Conditions of Carriage (updated August 13, 2026) require a Passenger Property Questionnaire within 30 days of the first report if you seek compensation, and legal action for damage, delay or loss within 2 years of the incident.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html","last_verified":"2026-10-12"},{"kind":"compensation","claim":"The Conditions of Carriage say American refunds bag fees automatically when a reported bag is not delivered within 12 hours of the last segment on a domestic itinerary, 15 hours on an international itinerary with a nonstop under 12 hours, or 30 hours if that nonstop is over 12 hours.","issues":["delayed_baggage","ancillary_fee_refund"],"source":"https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"If the bag is missing 5 or more days, submit the online claim with the file ID; liability is capped at $4,700 domestic.","evidence":["13-character file ID","contents list with values","receipts","photo ID"],"steps":[{"do":"After 5 days, submit the online claim with the 13-character file ID.","channel":"baggage-claim-form"},{"do":"If you cannot file online, mail the Passenger Property Questionnaire and documents to Central Baggage within 30 days of the first report.","channel":"baggage-mail"},{"do":"Ask for the checked bag fee back.","channel":"refund-form"},{"do":"If American does not respond, file a complaint with the U.S. DOT.","regulator":"us-dot"}],"facts":[{"kind":"limit","claim":"American's liability for lost, delayed or damaged bags on domestic flights is limited to $4,700. For international travel, including domestic legs of international itineraries, it is 1,519 Special Drawing Rights per ticketed passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.aa.com/web/i18n/travel-info/baggage/liability-limitations.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"If American cannot find the bag, any expense reimbursement already paid is deducted from the final settlement. The Central Baggage Resolution Office emails its decision.","issues":["lost_baggage"],"source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Customer Service Plan says that if American determines your baggage is lost, you will be reimbursed for any checked baggage charges.","issues":["lost_baggage","ancillary_fee_refund"],"source":"https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html","last_verified":"2026-10-12"}]},{"issue":"damaged_baggage","summary":"Report damage before leaving the airport or within 6 hours of receiving the bag on U.S. flights (7 days international); missing contents within 24 hours.","evidence":["photos of the damage","13-character file ID","the damaged bag and contents","receipts"],"steps":[{"do":"Report the damage before leaving the airport, or within 6 hours of receiving the bag on U.S. flights (7 days for international). Keep the file ID."},{"do":"Submit the online claim; keep the damaged bag and contents until the claim is resolved.","channel":"baggage-claim-form"},{"do":"Ask American to repair the damage within 30 days of the first report.","channel":"baggage-contact-form"},{"do":"If items are missing from a delayed or damaged bag, file a missing items claim within 24 hours of receiving the bag (7 days international).","channel":"baggage-claim-form"},{"do":"For a damaged wheelchair or other mobility device, report it within 24 hours (7 days international) and call the Disability Team if there is a problem.","channel":"disability-phone"},{"do":"If you think a TSA inspection caused the damage, claim with TSA instead.","regulator":"tsa"}],"facts":[{"kind":"deadline","claim":"The delayed or damaged bags page says: \"For flights within the U.S., file a report before leaving the airport, or within 6 hours of receiving your bags. For international flights, file a report before leaving the airport, or within 7 days of receiving your bags.\"","issues":["damaged_baggage"],"source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The Conditions of Carriage (updated August 13, 2026) say: \"If your bags are damaged, you should file a report before you leave the airport, or within 6 hours of receiving your bags.\" They also say to ask American to repair the damage within 30 days of the first report.","issues":["damaged_baggage"],"source":"https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The delayed or damaged bags page gives 24 hours, not 6, for one case only. If a delayed or damaged bag is delivered with items missing, file a missing items claim within 24 hours of receiving the bag for flights within the U.S., or 7 days for international flights. American does not accept liability for missing items on U.S. flights unless the bag was reported delayed or damaged.","issues":["damaged_baggage","lost_baggage"],"source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For mobility and medical devices, the mobility devices page and the Conditions of Carriage say to report damage within 24 hours of receiving the device (domestic) or 7 days (international), and a delay within 24 hours of arrival (domestic) or 21 days (international). Submit the online claim within 7 days of receiving the device. The baggage liability limits do not apply to these devices.","issues":["damaged_baggage","accessibility"],"source":"https://www.aa.com/web/i18n/travel-info/special-assistance/mobility-and-medical-devices.html","last_verified":"2026-10-12"}]},{"issue":"denied_boarding","summary":"If bumped involuntarily on a domestic flight, American pays 200% or 400% of the one-way fare, capped at $1,075 or $2,150.","evidence":["boarding pass","written denied-boarding notice","arrival time of the new flight"],"steps":[{"do":"Ask the gate agent for the written statement of compensation. American pays by check or travel credit the same day at the airport, or mails it within 24 hours."},{"do":"If not paid, complain to Customer Relations.","channel":"customer-relations-form"},{"do":"If still not paid, file with the U.S. DOT.","regulator":"us-dot"}],"facts":[{"kind":"compensation","claim":"For travel within the U.S., the Conditions of Carriage pay nothing for an arrival delay up to 1 hour, 200% of the one-way fare (maximum $1,075) for 1 to 2 hours, and 400% (maximum $2,150) for 2 hours or more.","issues":["denied_boarding"],"source":"https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"The Customer Service Plan says credit card refunds for tickets and optional services bought in the U.S. are processed within 7 business days of receiving the request and required information, and cash or check refunds within 20 business days.","issues":["refund_request"],"source":"https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html","last_verified":"2026-10-12"},{"kind":"process","claim":"The Customer Service Plan says Customer Relations typically responds within a few days, and customers can expect an acknowledgement within 30 days and resolution within 60 days.","issues":["poor_service"],"source":"https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html","last_verified":"2026-10-12"}],"known_blockers":["The Central Baggage claim form (centralbaggage.aa.com) shows an image CAPTCHA and needs the 13-character file ID from the bag report.","The QR-code bag report at baggage claim works only for trips ending in the U.S., Puerto Rico and the U.S. Virgin Islands."],"notes":"Checked by loading aa.com pages on 2026-10-12 (Conditions of Carriage updated August 13, 2026; Customer Service Plan updated August 26, 2026). Damaged-bag window: the delayed or damaged bags page and the Conditions of Carriage both say 6 hours for ordinary bags on U.S. flights. The 24-hour values on current aa.com pages are for missing contents and for mobility and medical devices. The old .jsp bag page that was said to give 24 hours for damaged bags now redirects to the 6-hour page, so the 24-hour version could not be seen. The Conditions of Carriage also say a non-refundable ticket is refunded after a schedule change of more than 4 hours to the departure time, which is narrower than the 3 or 4 hour significant-change rule in the same document. A second Customer Relations address on the liability page (P.O. Box 619612, MD 2400, DFW Airport, TX 75261-9612) is for written requests for the Conditions of Carriage.","official_domains":["aa.com"],"security":{"never_asks":[{"kind":"policy","claim":"American says it will never ask you to make security-related changes, or collect personal or financial information, in unsolicited emails, phone calls, postal mailings or faxes.","source":"https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"American warns that phishing can come as phony phone calls, emails, faxes, contracts and postal mailings, and advises not to click links, open attachments or call phone numbers in a suspicious message.","source":"https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A consumer reported to BBB Scam Tracker (January 2025) that a number found by searching for American Airlines customer service reached impostors, who asked for the confirmation code and then demanded payment, saying the flights would be cancelled otherwise.","source":"https://www.bbb.org/scamtracker/lookupscam/936308","last_verified":"2026-10-12"}]}},"playbooks":{"flight_cancellation":{"company":{"id":"american-airlines","name":"American Airlines","sector":"airline","website":"https://www.aa.com","account_url":null},"issue":{"id":"flight_cancellation","name":"Flight cancelled or significantly changed"},"playbook_source":"company","summary":"Decline rebooking to get a full refund of fare, taxes and fees; submit one refund request per ticket number.","evidence":["confirmation code","ticket numbers (including seat and bag tickets)","cancellation or schedule-change notice"],"steps":[{"do":"Do not accept a rebooking or fly the changed flight if you want a refund. American's refund page says accepting a rebooking or travelling on the delayed or rescheduled flight makes you ineligible."},{"do":"Submit a refund request for each ticket number, including separate seat and bag tickets.","channel":{"id":"refund-form","type":"web_form","label":"Request a refund","value":"https://www.aa.com/refunds/","purposes":["flight_cancellation","flight_delay","refund_request","ancillary_fee_refund"],"access":"open","notes":"One request per ticket number; seats and bags have their own ticket numbers. Starts with trip details. Check the status of a request at https://www.aa.com/selfServiceRefund/#/refund/status/lookup. For tickets bought from a travel agent or another website, ask that seller for the refund.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/receipts-and-refunds.html","last_verified":"2026-10-12"}},{"do":"If the disruption was within American's control, request reimbursement of hotel, transportation and meal costs from Customer Relations.","channel":{"id":"customer-relations-form","type":"web_form","label":"Customer Relations feedback and complaint form (Tell us how we did)","value":"https://feedback.aa.com/Contact-American/","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","refund_request"],"access":"open","notes":"Choose Complaints; American says it will review the feedback and respond to the email you give. The form has fields for the 6-letter confirmation code and the 13-digit ticket number. The refund page's Contact Customer Relations link, for reimbursement of hotel, transportation and meal costs after a disruption within American's control, opens a page on feedback.aa.com.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/american-customer-service.html","last_verified":"2026-10-12"}},{"do":"If the refund is not paid, file a complaint with the U.S. DOT, then dispute the charge with the card issuer.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and ticket changes (English)","value":"+1-800-433-7300","hours":"24 hours","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit"],"notes":"Within the U.S. and Canada. Spanish +1-800-633-3711, 24 hours. Hearing or speech impaired callers can dial 711 for the National Relay Service.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/reservations-and-ticket-changes.html","last_verified":"2026-10-12"},{"id":"customer-relations-form","type":"web_form","label":"Customer Relations feedback and complaint form (Tell us how we did)","value":"https://feedback.aa.com/Contact-American/","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","refund_request"],"access":"open","notes":"Choose Complaints; American says it will review the feedback and respond to the email you give. The form has fields for the 6-letter confirmation code and the 13-digit ticket number. The refund page's Contact Customer Relations link, for reimbursement of hotel, transportation and meal costs after a disruption within American's control, opens a page on feedback.aa.com.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/american-customer-service.html","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"Customer Relations by mail","value":"American Airlines Customer Relations, P.O. Box 619619, DFW Airport, TX 75261-9616","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding"],"notes":"The Customer Service Plan says a mailed letter may take longer to arrive and the response may be delayed.","source":"https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Request a refund","value":"https://www.aa.com/refunds/","purposes":["flight_cancellation","flight_delay","refund_request","ancillary_fee_refund"],"access":"open","notes":"One request per ticket number; seats and bags have their own ticket numbers. Starts with trip details. Check the status of a request at https://www.aa.com/selfServiceRefund/#/refund/status/lookup. For tickets bought from a travel agent or another website, ask that seller for the refund.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/receipts-and-refunds.html","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"The Conditions of Carriage say American promptly and automatically refunds the fare, taxes and fees after a cancellation or significant itinerary change if you choose not to fly, not to rebook and not to accept other compensation. Eligible changes are 3 or more hours (domestic) or 4 or more hours (international), a different origin or destination airport, a downgrade, or more connections.","issues":["flight_cancellation","flight_delay"],"source":"https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Customer Service FAQs also list a schedule change of 90 minutes or more within 72 hours of departure, if you decide not to travel, as a reason to refund a non-refundable ticket.","issues":["flight_cancellation","flight_delay"],"source":"https://www.aa.com/web/i18n/customer-service/faqs/customer-service-faqs.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Refund requests must be submitted while the ticket is valid, 1 year from the ticket issue date. American does not process refunds on expired tickets.","issues":["refund_request","flight_cancellation"],"source":"https://www.aa.com/web/i18n/customer-service/faqs/customer-service-faqs.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-airline-commitments","title":"DOT Delay and Cancellation Dashboard - airline commitments for controllable disruptions","citation":"14 CFR 259.5 (Customer Service Plans); FAA Reauthorization Act of 2024 (Pub. L. 118-63) section 506","jurisdiction":"us-federal","status":"in_effect","summary":"The ten largest U.S. airlines commit in their customer service plans to help passengers when a cancellation or significant delay is within the airline's control. All ten guarantee a meal and free rebooking on the same airline, and nine guarantee a hotel and ground transportation for controllable overnight disruptions. DOT publishes these commitments on its Delay and Cancellation Dashboard, which still existed in August 2026. Airlines must adhere to their plans. These are voluntary commitments, not a federal compensation rule.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The 10 largest U.S. passenger carriers keep voluntary commitments in their customer service plans (required by 14 CFR 259.5) to assist passengers affected by cancellations and significant delays that are controllable by the carrier. All 10 guarantee a meal and rebooking without charge on the ticketed airline. Nine guarantee hotel accommodation and ground transportation to and from the hotel for controllable overnight delays and cancellations. Four commit to compensation in credits, travel vouchers or frequent flyer miles.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12"},{"kind":"policy","claim":"Each covered carrier must adopt a Customer Service Plan for its scheduled flights and adhere to the plan's terms.","issues":["flight_cancellation","flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated on December 10, 2025 that airlines are obligated to abide by their customer service commitments, and that it aligned the \"controllable\" standard with the \"Air Carrier\" cause category in its delay reporting rules (14 CFR 234.4).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Since December 10, 2025, until further notice, DOT will not take action against airlines that do not provide services, amenities or compensation for delays or cancellations caused by unscheduled maintenance required by an FAA airworthiness directive that cannot be deferred (such as Emergency AD 2025-24-51).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Effective October 19, 2026, ten event types move out of the \"Air Carrier\" (controllable) delay and cancellation cause category into a new \"Section 511(b)\" category. They include extreme weather or foreign-object damage to the aircraft, cybersecurity attacks, government system failures, non-deferrable unscheduled maintenance, medical emergencies, removal of an unruly passenger, and airport closures from volcanic ash, wind or wind shear. DOT expects fewer disruptions to trigger the airlines' commitments.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/09/03/2026-18040/cause-of-airline-delay-and-cancellation-categories-under-section-511b-of-the-faa-reauthorization-act","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated in August 2026 that the delay and cancellation dashboard and the family seating dashboard currently exist on its website, and that a seat size dashboard has not yet been created.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/08/31/2026-17721/aviation-consumer-protection-advisory-committee-notice-of-public-meeting","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A \"cancelled flight\" is a covered flight that was published in the carrier's Computer Reservation System at the time of the ticket sale but not operated by the carrier.","issues":["flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A \"prompt refund\" is made within 7 business days after the earliest date the refund was requested for credit card purchases, and within 20 calendar days for cash, check, debit card or other purchases.","issues":["flight_cancellation","refund_request","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A carrier may offer a voucher or credit instead of a refund only if the offer states the passenger's right to a full refund, and the voucher stays valid for at least five years from the date it is issued.","issues":["travel_credit","flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until July 7, 2027, DOT will not enforce the cancellation refund and notice requirements when a flight is only given a different flight number, the passenger is rebooked on the renumbered flight, and that flight operates without a significant change or delay. If a renumbered flight is significantly changed or delayed, the refund requirements remain fully enforceable.","issues":["flight_cancellation"],"source":"https://www.federalregister.gov/documents/2026/07/07/2026-13675/airline-refunds-and-other-consumer-protections","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"dot-delay-compensation-proposal","title":"DOT proposal to require cash compensation for controllable delays and cancellations (withdrawn)","citation":"89 FR 99760 (December 11, 2024), ANPRM \"Airline Passenger Rights\", docket DOT-OST-2024-0062, RIN 2105-AF20; withdrawn 90 FR 51230 (November 17, 2025)","jurisdiction":"us-federal","status":"withdrawn","summary":"In December 2024 DOT published an advance notice of proposed rulemaking (not a proposed rule) asking whether to require airlines to pay cash compensation and provide meals, hotels and free rebooking for controllable delays and cancellations. DOT withdrew it on November 17, 2025. No federal rule requires airlines to pay cash compensation for delays or cancellations. Do not cite the dollar amounts from the 2024 notice as a right.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","status_note":"Withdrawn on November 17, 2025 (90 FR 51230, FR Doc. 2025-20042). The 2024 document was an ANPRM with comments due February 10, 2025; it never reached a proposed or final rule. What remains: airlines' voluntary customer service plan commitments (rules/dot-airline-commitments), refund rights when a flight is cancelled or significantly changed (rules/dot-refunds-rule), and the Montreal Convention delay liability for international trips (rules/montreal-convention-baggage).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and ticket changes (English)","value":"+1-800-433-7300","hours":"24 hours","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit"],"notes":"Within the U.S. and Canada. Spanish +1-800-633-3711, 24 hours. Hearing or speech impaired callers can dial 711 for the National Relay Service.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/reservations-and-ticket-changes.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-relations-form","type":"web_form","label":"Customer Relations feedback and complaint form (Tell us how we did)","value":"https://feedback.aa.com/Contact-American/","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","refund_request"],"access":"open","notes":"Choose Complaints; American says it will review the feedback and respond to the email you give. The form has fields for the 6-letter confirmation code and the 13-digit ticket number. The refund page's Contact Customer Relations link, for reimbursement of hotel, transportation and meal costs after a disruption within American's control, opens a page on feedback.aa.com.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/american-customer-service.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund American owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The Central Baggage claim form (centralbaggage.aa.com) shows an image CAPTCHA and needs the 13-character file ID from the bag report.","The QR-code bag report at baggage claim works only for trips ending in the U.S., Puerto Rico and the U.S. Virgin Islands."],"security":{"official_domains":["aa.com"],"never_asks":[{"kind":"policy","claim":"American says it will never ask you to make security-related changes, or collect personal or financial information, in unsolicited emails, phone calls, postal mailings or faxes.","source":"https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"American warns that phishing can come as phony phone calls, emails, faxes, contracts and postal mailings, and advises not to click links, open attachments or call phone numbers in a suspicious message.","source":"https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A consumer reported to BBB Scam Tracker (January 2025) that a number found by searching for American Airlines customer service reached impostors, who asked for the confirmation code and then demanded payment, saying the flights would be cancelled otherwise.","source":"https://www.bbb.org/scamtracker/lookupscam/936308","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.944,"sources":{"primary":51,"reference":2,"other":1},"verified_from":{"page":34},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 94% of 54 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked by loading aa.com pages on 2026-10-12 (Conditions of Carriage updated August 13, 2026; Customer Service Plan updated August 26, 2026). Damaged-bag window: the delayed or damaged bags page and the Conditions of Carriage both say 6 hours for ordinary bags on U.S. flights. The 24-hour values on current aa.com pages are for missing contents and for mobility and medical devices. The old .jsp bag page that was said to give 24 hours for damaged bags now redirects to the 6-hour page, so the 24-hour version could not be seen. The Conditions of Carriage also say a non-refundable ticket is refunded after a schedule change of more than 4 hours to the departure time, which is narrower than the 3 or 4 hour significant-change rule in the same document. A second Customer Relations address on the liability page (P.O. Box 619612, MD 2400, DFW Airport, TX 75261-9612) is for written requests for the Conditions of Carriage.","warnings":[]},"flight_delay":{"company":{"id":"american-airlines","name":"American Airlines","sector":"airline","website":"https://www.aa.com","account_url":null},"issue":{"id":"flight_delay","name":"Long delay"},"playbook_source":"company","summary":"For a delay American causes, ask for a food and beverage credit at 3 hours and a hotel voucher if delayed overnight away from home.","evidence":["confirmation code","scheduled and actual times","cause given by American","receipts"],"steps":[{"do":"Ask for the food and beverage credit once the delay reaches 3 hours after scheduled departure."},{"do":"If delayed overnight away from home, ask for a hotel voucher; if none is available, keep receipts for reimbursement."},{"do":"Send receipts to Customer Relations for reimbursement.","channel":{"id":"customer-relations-form","type":"web_form","label":"Customer Relations feedback and complaint form (Tell us how we did)","value":"https://feedback.aa.com/Contact-American/","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","refund_request"],"access":"open","notes":"Choose Complaints; American says it will review the feedback and respond to the email you give. The form has fields for the 6-letter confirmation code and the 13-digit ticket number. The refund page's Contact Customer Relations link, for reimbursement of hotel, transportation and meal costs after a disruption within American's control, opens a page on feedback.aa.com.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/american-customer-service.html","last_verified":"2026-10-12"}},{"do":"If you decide not to fly because of a significant delay, request a refund.","channel":{"id":"refund-form","type":"web_form","label":"Request a refund","value":"https://www.aa.com/refunds/","purposes":["flight_cancellation","flight_delay","refund_request","ancillary_fee_refund"],"access":"open","notes":"One request per ticket number; seats and bags have their own ticket numbers. Starts with trip details. Check the status of a request at https://www.aa.com/selfServiceRefund/#/refund/status/lookup. For tickets bought from a travel agent or another website, ask that seller for the refund.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/receipts-and-refunds.html","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and ticket changes (English)","value":"+1-800-433-7300","hours":"24 hours","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit"],"notes":"Within the U.S. and Canada. Spanish +1-800-633-3711, 24 hours. Hearing or speech impaired callers can dial 711 for the National Relay Service.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/reservations-and-ticket-changes.html","last_verified":"2026-10-12"},{"id":"customer-relations-form","type":"web_form","label":"Customer Relations feedback and complaint form (Tell us how we did)","value":"https://feedback.aa.com/Contact-American/","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","refund_request"],"access":"open","notes":"Choose Complaints; American says it will review the feedback and respond to the email you give. The form has fields for the 6-letter confirmation code and the 13-digit ticket number. The refund page's Contact Customer Relations link, for reimbursement of hotel, transportation and meal costs after a disruption within American's control, opens a page on feedback.aa.com.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/american-customer-service.html","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"Customer Relations by mail","value":"American Airlines Customer Relations, P.O. Box 619619, DFW Airport, TX 75261-9616","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding"],"notes":"The Customer Service Plan says a mailed letter may take longer to arrive and the response may be delayed.","source":"https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Request a refund","value":"https://www.aa.com/refunds/","purposes":["flight_cancellation","flight_delay","refund_request","ancillary_fee_refund"],"access":"open","notes":"One request per ticket number; seats and bags have their own ticket numbers. Starts with trip details. Check the status of a request at https://www.aa.com/selfServiceRefund/#/refund/status/lookup. For tickets bought from a travel agent or another website, ask that seller for the refund.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/receipts-and-refunds.html","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"The Customer Service Plan (updated August 26, 2026) says that, on request, for a delay or cancellation American causes it gives a food and beverage credit if the delay is 3 or more hours after scheduled departure, and a voucher for an approved hotel if you are delayed overnight away from your city of residence, or reimbursement of reasonable hotel costs if no voucher is available. For delays beyond its control, such as weather, you pay for your own hotel, meals and incidentals.","issues":["flight_delay","flight_cancellation"],"source":"https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-airline-commitments","title":"DOT Delay and Cancellation Dashboard - airline commitments for controllable disruptions","citation":"14 CFR 259.5 (Customer Service Plans); FAA Reauthorization Act of 2024 (Pub. L. 118-63) section 506","jurisdiction":"us-federal","status":"in_effect","summary":"The ten largest U.S. airlines commit in their customer service plans to help passengers when a cancellation or significant delay is within the airline's control. All ten guarantee a meal and free rebooking on the same airline, and nine guarantee a hotel and ground transportation for controllable overnight disruptions. DOT publishes these commitments on its Delay and Cancellation Dashboard, which still existed in August 2026. Airlines must adhere to their plans. These are voluntary commitments, not a federal compensation rule.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The 10 largest U.S. passenger carriers keep voluntary commitments in their customer service plans (required by 14 CFR 259.5) to assist passengers affected by cancellations and significant delays that are controllable by the carrier. All 10 guarantee a meal and rebooking without charge on the ticketed airline. Nine guarantee hotel accommodation and ground transportation to and from the hotel for controllable overnight delays and cancellations. Four commit to compensation in credits, travel vouchers or frequent flyer miles.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12"},{"kind":"policy","claim":"Each covered carrier must adopt a Customer Service Plan for its scheduled flights and adhere to the plan's terms.","issues":["flight_cancellation","flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated on December 10, 2025 that airlines are obligated to abide by their customer service commitments, and that it aligned the \"controllable\" standard with the \"Air Carrier\" cause category in its delay reporting rules (14 CFR 234.4).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Since December 10, 2025, until further notice, DOT will not take action against airlines that do not provide services, amenities or compensation for delays or cancellations caused by unscheduled maintenance required by an FAA airworthiness directive that cannot be deferred (such as Emergency AD 2025-24-51).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Effective October 19, 2026, ten event types move out of the \"Air Carrier\" (controllable) delay and cancellation cause category into a new \"Section 511(b)\" category. They include extreme weather or foreign-object damage to the aircraft, cybersecurity attacks, government system failures, non-deferrable unscheduled maintenance, medical emergencies, removal of an unruly passenger, and airport closures from volcanic ash, wind or wind shear. DOT expects fewer disruptions to trigger the airlines' commitments.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/09/03/2026-18040/cause-of-airline-delay-and-cancellation-categories-under-section-511b-of-the-faa-reauthorization-act","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated in August 2026 that the delay and cancellation dashboard and the family seating dashboard currently exist on its website, and that a seat size dashboard has not yet been created.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/08/31/2026-17721/aviation-consumer-protection-advisory-committee-notice-of-public-meeting","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"}]},{"id":"dot-tarmac-delay","title":"DOT tarmac delay limits","citation":"14 CFR 259.4 (86 FR 23270, May 3, 2021)","jurisdiction":"us-federal","status":"in_effect","summary":"At a U.S. airport, passengers stuck on a plane on the ground must be given the chance to get off before the tarmac delay exceeds three hours (domestic flights) or four hours (international flights), unless a safety, security or air traffic control exception applies. Food and water are due within two hours, and working lavatories and medical attention must be available.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"For domestic flights, each covered U.S. carrier must give passengers on a flight in a tarmac delay at a U.S. airport the opportunity to deplane before the tarmac delay exceeds three hours.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"limit","claim":"For international flights, each covered carrier (U.S. or foreign) must give passengers on a flight in a tarmac delay at a U.S. airport the opportunity to deplane before the tarmac delay exceeds four hours.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The limits do not apply if a departing flight begins returning to a suitable disembarkation point within the time limit, if the pilot-in-command determines that deplaning would jeopardize passenger safety or security, or if air traffic control advises that returning to deplane would significantly disrupt airport operations.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"deadline","claim":"During a tarmac delay, the carrier must provide adequate food and potable water no later than two hours after the start of the tarmac delay, unless the pilot-in-command determines that safety or security considerations preclude it. It must also ensure operable lavatories and adequate medical attention if needed.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"process","claim":"The carrier must tell passengers the status of the delay when the tarmac delay exceeds 30 minutes, and must tell them in time whenever there is an opportunity to deplane.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"A tarmac delay is the period when an aircraft is on the ground with passengers and the passengers have no opportunity to deplane.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.3","last_verified":"2026-10-12"},{"kind":"process","claim":"The operating carrier must file a report with DOT's Office of Aviation Consumer Protection within 30 days of any tarmac delay that exceeds three hours (domestic) or four hours (international). Failure to follow the contingency plan is an unfair and deceptive practice subject to DOT enforcement.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"limit","claim":"The liability limit for damage caused by delay of passengers (Article 22, paragraph 1) is 6,303 SDR, effective as of 28 December 2024.","issues":["flight_delay"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"dot-delay-compensation-proposal","title":"DOT proposal to require cash compensation for controllable delays and cancellations (withdrawn)","citation":"89 FR 99760 (December 11, 2024), ANPRM \"Airline Passenger Rights\", docket DOT-OST-2024-0062, RIN 2105-AF20; withdrawn 90 FR 51230 (November 17, 2025)","jurisdiction":"us-federal","status":"withdrawn","summary":"In December 2024 DOT published an advance notice of proposed rulemaking (not a proposed rule) asking whether to require airlines to pay cash compensation and provide meals, hotels and free rebooking for controllable delays and cancellations. DOT withdrew it on November 17, 2025. No federal rule requires airlines to pay cash compensation for delays or cancellations. Do not cite the dollar amounts from the 2024 notice as a right.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","status_note":"Withdrawn on November 17, 2025 (90 FR 51230, FR Doc. 2025-20042). The 2024 document was an ANPRM with comments due February 10, 2025; it never reached a proposed or final rule. What remains: airlines' voluntary customer service plan commitments (rules/dot-airline-commitments), refund rights when a flight is cancelled or significantly changed (rules/dot-refunds-rule), and the Montreal Convention delay liability for international trips (rules/montreal-convention-baggage).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and ticket changes (English)","value":"+1-800-433-7300","hours":"24 hours","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit"],"notes":"Within the U.S. and Canada. Spanish +1-800-633-3711, 24 hours. Hearing or speech impaired callers can dial 711 for the National Relay Service.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/reservations-and-ticket-changes.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-relations-form","type":"web_form","label":"Customer Relations feedback and complaint form (Tell us how we did)","value":"https://feedback.aa.com/Contact-American/","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","refund_request"],"access":"open","notes":"Choose Complaints; American says it will review the feedback and respond to the email you give. The form has fields for the 6-letter confirmation code and the 13-digit ticket number. The refund page's Contact Customer Relations link, for reimbursement of hotel, transportation and meal costs after a disruption within American's control, opens a page on feedback.aa.com.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/american-customer-service.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund American owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The Central Baggage claim form (centralbaggage.aa.com) shows an image CAPTCHA and needs the 13-character file ID from the bag report.","The QR-code bag report at baggage claim works only for trips ending in the U.S., Puerto Rico and the U.S. Virgin Islands."],"security":{"official_domains":["aa.com"],"never_asks":[{"kind":"policy","claim":"American says it will never ask you to make security-related changes, or collect personal or financial information, in unsolicited emails, phone calls, postal mailings or faxes.","source":"https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"American warns that phishing can come as phony phone calls, emails, faxes, contracts and postal mailings, and advises not to click links, open attachments or call phone numbers in a suspicious message.","source":"https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A consumer reported to BBB Scam Tracker (January 2025) that a number found by searching for American Airlines customer service reached impostors, who asked for the confirmation code and then demanded payment, saying the flights would be cancelled otherwise.","source":"https://www.bbb.org/scamtracker/lookupscam/936308","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.944,"sources":{"primary":51,"reference":2,"other":1},"verified_from":{"page":34},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 94% of 54 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked by loading aa.com pages on 2026-10-12 (Conditions of Carriage updated August 13, 2026; Customer Service Plan updated August 26, 2026). Damaged-bag window: the delayed or damaged bags page and the Conditions of Carriage both say 6 hours for ordinary bags on U.S. flights. The 24-hour values on current aa.com pages are for missing contents and for mobility and medical devices. The old .jsp bag page that was said to give 24 hours for damaged bags now redirects to the 6-hour page, so the 24-hour version could not be seen. The Conditions of Carriage also say a non-refundable ticket is refunded after a schedule change of more than 4 hours to the departure time, which is narrower than the 3 or 4 hour significant-change rule in the same document. A second Customer Relations address on the liability page (P.O. Box 619612, MD 2400, DFW Airport, TX 75261-9612) is for written requests for the Conditions of Carriage.","warnings":[]},"delayed_baggage":{"company":{"id":"american-airlines","name":"American Airlines","sector":"airline","website":"https://www.aa.com","account_url":null},"issue":{"id":"delayed_baggage","name":"Delayed bag"},"playbook_source":"company","summary":"Report before leaving the airport (within 4 hours of arrival on U.S. flights), keep the 13-character file ID, and claim expenses within 30 days.","evidence":["13-character file ID","ticket receipt","baggage claim checks","original dated itemized receipts"],"steps":[{"do":"Report the bag before leaving the airport, at the Baggage Service Office or with the QR code at baggage claim. For U.S. flights, within 4 hours of arriving (12 hours with Bags VIP Luggage Delivery). Keep the 13-character file ID."},{"do":"Check the bag status with the file ID.","channel":{"id":"delayed-bag-search","type":"portal","label":"Find your bags (delayed bag file lookup, run by NetTracer)","value":"https://app.nettracer.aero/pax/american/auth/login","purposes":["delayed_baggage","lost_baggage"],"notes":"Third-party site linked from aa.com. Use the 13-character file ID to check a delayed bag. To report at the airport without the Baggage Service Office, scan the QR code on the sign at baggage claim (trips ending in the U.S., Puerto Rico and the U.S. Virgin Islands).","source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"}},{"do":"Within 30 days, submit the expense claim online with the file ID, ticket receipt, claim checks and original dated itemized receipts.","channel":{"id":"baggage-claim-form","type":"web_form","label":"Central Baggage online claim (damage, missing contents, delayed bag reimbursement, delayed 5+ days)","value":"https://centralbaggage.aa.com/en-US/submit-claim/","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"captcha","notes":"The Submit a claim links on aa.com's delayed or damaged bags page open centralbaggage.aa.com. The form asks for the claim reason and where you travelled, then shows an image code (CAPTCHA). Needs the 13-character file ID from the bag report.","source":"https://centralbaggage.aa.com/en-US/","last_verified":"2026-10-12"}},{"do":"If you cannot submit online, mail the claim and the Passenger Property Questionnaire to Central Baggage.","channel":{"id":"baggage-mail","type":"mail","label":"American Airlines Central Baggage (mailed claims with the Passenger Property Questionnaire)","value":"American Airlines Central Baggage, P.O. Box 619619, DFW Airport, TX 75261-9616","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Use only if you cannot submit online; American says mail is slower.","source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"}},{"do":"If the bag was more than 12 hours late on a domestic itinerary, check that the bag fee was refunded; if not, request it.","channel":{"id":"refund-form","type":"web_form","label":"Request a refund","value":"https://www.aa.com/refunds/","purposes":["flight_cancellation","flight_delay","refund_request","ancillary_fee_refund"],"access":"open","notes":"One request per ticket number; seats and bags have their own ticket numbers. Starts with trip details. Check the status of a request at https://www.aa.com/selfServiceRefund/#/refund/status/lookup. For tickets bought from a travel agent or another website, ask that seller for the refund.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/receipts-and-refunds.html","last_verified":"2026-10-12"}},{"do":"If the bag is still missing after 5 days, follow lost_baggage."}],"channels":[{"id":"baggage-claim-form","type":"web_form","label":"Central Baggage online claim (damage, missing contents, delayed bag reimbursement, delayed 5+ days)","value":"https://centralbaggage.aa.com/en-US/submit-claim/","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"captcha","notes":"The Submit a claim links on aa.com's delayed or damaged bags page open centralbaggage.aa.com. The form asks for the claim reason and where you travelled, then shows an image code (CAPTCHA). Needs the 13-character file ID from the bag report.","source":"https://centralbaggage.aa.com/en-US/","last_verified":"2026-10-12"},{"id":"baggage-contact-form","type":"web_form","label":"Contact American bags form (status and questions)","value":"https://www.aa.com/contact/forms?topic=BG","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"open","notes":"Subjects are Damage, Delayed less than 5 days, Delayed 5+ days, Delayed bag reimbursement and Missing contents. The short address https://www.aa.com/contactbags redirects here.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/baggage.html","last_verified":"2026-10-12"},{"id":"delayed-bag-search","type":"portal","label":"Find your bags (delayed bag file lookup, run by NetTracer)","value":"https://app.nettracer.aero/pax/american/auth/login","purposes":["delayed_baggage","lost_baggage"],"notes":"Third-party site linked from aa.com. Use the 13-character file ID to check a delayed bag. To report at the airport without the Baggage Service Office, scan the QR code on the sign at baggage claim (trips ending in the U.S., Puerto Rico and the U.S. Virgin Islands).","source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"id":"bag-tracker","type":"portal","label":"Track your bags","value":"https://www.aa.com/web/baggage/tracker","purposes":["delayed_baggage"],"notes":"Search by confirmation code or bag tag number.","source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"id":"baggage-mail","type":"mail","label":"American Airlines Central Baggage (mailed claims with the Passenger Property Questionnaire)","value":"American Airlines Central Baggage, P.O. Box 619619, DFW Airport, TX 75261-9616","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Use only if you cannot submit online; American says mail is slower.","source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"For flights within the U.S., report delayed bags within 4 hours of arriving at your destination, or within 12 hours if you used Bags VIP Luggage Delivery. For international flights, report on arrival and before leaving the airport.","issues":["delayed_baggage"],"source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"To be reimbursed for necessities, send the 13-character file ID, ticket receipt and baggage claim checks, and original dated itemized receipts within 30 days of the delay.","issues":["delayed_baggage"],"source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The Conditions of Carriage (updated August 13, 2026) require a Passenger Property Questionnaire within 30 days of the first report if you seek compensation, and legal action for damage, delay or loss within 2 years of the incident.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html","last_verified":"2026-10-12"},{"kind":"compensation","claim":"The Conditions of Carriage say American refunds bag fees automatically when a reported bag is not delivered within 12 hours of the last segment on a domestic itinerary, 15 hours on an international itinerary with a nonstop under 12 hours, or 30 hours if that nonstop is over 12 hours.","issues":["delayed_baggage","ancillary_fee_refund"],"source":"https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"deadline","claim":"A delayed checked wheelchair or assistive device must be delivered within 24 hours of the passenger's arrival for domestic flights, and within 30 hours of arrival for long international flights (more than 12 hours).","issues":["accessibility","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"deadline","claim":"A checked bag is \"significantly delayed\" if it is not delivered or picked up within 12 hours of the last flight segment's arrival for domestic itineraries; within 15 hours for international itineraries whose non-stop segment to or from the U.S. is 12 hours or less; or within 30 hours when that segment is more than 12 hours. The 15- and 30-hour standards also apply to domestic segments of international itineraries.","issues":["delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For delay, the complaint must be made at the latest within twenty-one days from the date on which the baggage was placed at the passenger's disposal (Article 31(2)).","issues":["delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Every complaint must be made in writing within these times. If no complaint is made in time, no action lies against the carrier, except in case of fraud on its part (Article 31(3) and (4)).","issues":["damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and ticket changes (English)","value":"+1-800-433-7300","hours":"24 hours","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit"],"notes":"Within the U.S. and Canada. Spanish +1-800-633-3711, 24 hours. Hearing or speech impaired callers can dial 711 for the National Relay Service.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/reservations-and-ticket-changes.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-relations-form","type":"web_form","label":"Customer Relations feedback and complaint form (Tell us how we did)","value":"https://feedback.aa.com/Contact-American/","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","refund_request"],"access":"open","notes":"Choose Complaints; American says it will review the feedback and respond to the email you give. The form has fields for the 6-letter confirmation code and the 13-digit ticket number. The refund page's Contact Customer Relations link, for reimbursement of hotel, transportation and meal costs after a disruption within American's control, opens a page on feedback.aa.com.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/american-customer-service.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund American owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The Central Baggage claim form (centralbaggage.aa.com) shows an image CAPTCHA and needs the 13-character file ID from the bag report.","The QR-code bag report at baggage claim works only for trips ending in the U.S., Puerto Rico and the U.S. Virgin Islands."],"security":{"official_domains":["aa.com"],"never_asks":[{"kind":"policy","claim":"American says it will never ask you to make security-related changes, or collect personal or financial information, in unsolicited emails, phone calls, postal mailings or faxes.","source":"https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"American warns that phishing can come as phony phone calls, emails, faxes, contracts and postal mailings, and advises not to click links, open attachments or call phone numbers in a suspicious message.","source":"https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A consumer reported to BBB Scam Tracker (January 2025) that a number found by searching for American Airlines customer service reached impostors, who asked for the confirmation code and then demanded payment, saying the flights would be cancelled otherwise.","source":"https://www.bbb.org/scamtracker/lookupscam/936308","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.944,"sources":{"primary":51,"reference":2,"other":1},"verified_from":{"page":34},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 94% of 54 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked by loading aa.com pages on 2026-10-12 (Conditions of Carriage updated August 13, 2026; Customer Service Plan updated August 26, 2026). Damaged-bag window: the delayed or damaged bags page and the Conditions of Carriage both say 6 hours for ordinary bags on U.S. flights. The 24-hour values on current aa.com pages are for missing contents and for mobility and medical devices. The old .jsp bag page that was said to give 24 hours for damaged bags now redirects to the 6-hour page, so the 24-hour version could not be seen. The Conditions of Carriage also say a non-refundable ticket is refunded after a schedule change of more than 4 hours to the departure time, which is narrower than the 3 or 4 hour significant-change rule in the same document. A second Customer Relations address on the liability page (P.O. Box 619612, MD 2400, DFW Airport, TX 75261-9612) is for written requests for the Conditions of Carriage.","warnings":[]},"lost_baggage":{"company":{"id":"american-airlines","name":"American Airlines","sector":"airline","website":"https://www.aa.com","account_url":null},"issue":{"id":"lost_baggage","name":"Lost bag"},"playbook_source":"company","summary":"If the bag is missing 5 or more days, submit the online claim with the file ID; liability is capped at $4,700 domestic.","evidence":["13-character file ID","contents list with values","receipts","photo ID"],"steps":[{"do":"After 5 days, submit the online claim with the 13-character file ID.","channel":{"id":"baggage-claim-form","type":"web_form","label":"Central Baggage online claim (damage, missing contents, delayed bag reimbursement, delayed 5+ days)","value":"https://centralbaggage.aa.com/en-US/submit-claim/","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"captcha","notes":"The Submit a claim links on aa.com's delayed or damaged bags page open centralbaggage.aa.com. The form asks for the claim reason and where you travelled, then shows an image code (CAPTCHA). Needs the 13-character file ID from the bag report.","source":"https://centralbaggage.aa.com/en-US/","last_verified":"2026-10-12"}},{"do":"If you cannot file online, mail the Passenger Property Questionnaire and documents to Central Baggage within 30 days of the first report.","channel":{"id":"baggage-mail","type":"mail","label":"American Airlines Central Baggage (mailed claims with the Passenger Property Questionnaire)","value":"American Airlines Central Baggage, P.O. Box 619619, DFW Airport, TX 75261-9616","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Use only if you cannot submit online; American says mail is slower.","source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"}},{"do":"Ask for the checked bag fee back.","channel":{"id":"refund-form","type":"web_form","label":"Request a refund","value":"https://www.aa.com/refunds/","purposes":["flight_cancellation","flight_delay","refund_request","ancillary_fee_refund"],"access":"open","notes":"One request per ticket number; seats and bags have their own ticket numbers. Starts with trip details. Check the status of a request at https://www.aa.com/selfServiceRefund/#/refund/status/lookup. For tickets bought from a travel agent or another website, ask that seller for the refund.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/receipts-and-refunds.html","last_verified":"2026-10-12"}},{"do":"If American does not respond, file a complaint with the U.S. DOT.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}}],"channels":[{"id":"baggage-claim-form","type":"web_form","label":"Central Baggage online claim (damage, missing contents, delayed bag reimbursement, delayed 5+ days)","value":"https://centralbaggage.aa.com/en-US/submit-claim/","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"captcha","notes":"The Submit a claim links on aa.com's delayed or damaged bags page open centralbaggage.aa.com. The form asks for the claim reason and where you travelled, then shows an image code (CAPTCHA). Needs the 13-character file ID from the bag report.","source":"https://centralbaggage.aa.com/en-US/","last_verified":"2026-10-12"},{"id":"baggage-contact-form","type":"web_form","label":"Contact American bags form (status and questions)","value":"https://www.aa.com/contact/forms?topic=BG","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"open","notes":"Subjects are Damage, Delayed less than 5 days, Delayed 5+ days, Delayed bag reimbursement and Missing contents. The short address https://www.aa.com/contactbags redirects here.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/baggage.html","last_verified":"2026-10-12"},{"id":"delayed-bag-search","type":"portal","label":"Find your bags (delayed bag file lookup, run by NetTracer)","value":"https://app.nettracer.aero/pax/american/auth/login","purposes":["delayed_baggage","lost_baggage"],"notes":"Third-party site linked from aa.com. Use the 13-character file ID to check a delayed bag. To report at the airport without the Baggage Service Office, scan the QR code on the sign at baggage claim (trips ending in the U.S., Puerto Rico and the U.S. Virgin Islands).","source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"id":"baggage-mail","type":"mail","label":"American Airlines Central Baggage (mailed claims with the Passenger Property Questionnaire)","value":"American Airlines Central Baggage, P.O. Box 619619, DFW Airport, TX 75261-9616","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Use only if you cannot submit online; American says mail is slower.","source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"}],"facts":[{"kind":"limit","claim":"American's liability for lost, delayed or damaged bags on domestic flights is limited to $4,700. For international travel, including domestic legs of international itineraries, it is 1,519 Special Drawing Rights per ticketed passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.aa.com/web/i18n/travel-info/baggage/liability-limitations.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"If American cannot find the bag, any expense reimbursement already paid is deducted from the final settlement. The Central Baggage Resolution Office emails its decision.","issues":["lost_baggage"],"source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Customer Service Plan says that if American determines your baggage is lost, you will be reimbursed for any checked baggage charges.","issues":["lost_baggage","ancillary_fee_refund"],"source":"https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must give conspicuous written notice on or with the ticket of its liability limit, or the statement \"Federal rules require any limit on an airline's baggage liability to be at least $4,700 per passenger.\"","issues":["lost_baggage","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The part 254 limit does not apply to wheelchairs or other assistive devices. Compensation for a lost, damaged or destroyed wheelchair or assistive device is based on the device's original purchase price.","issues":["lost_baggage","damaged_baggage","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":10,"points":[{"kind":"policy","claim":"The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the carrier admits the loss of checked baggage, or the bag has not arrived 21 days after the date it ought to have arrived, the passenger may enforce the rights that flow from the contract of carriage (Article 17(3)).","issues":["lost_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and ticket changes (English)","value":"+1-800-433-7300","hours":"24 hours","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit"],"notes":"Within the U.S. and Canada. Spanish +1-800-633-3711, 24 hours. Hearing or speech impaired callers can dial 711 for the National Relay Service.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/reservations-and-ticket-changes.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-relations-form","type":"web_form","label":"Customer Relations feedback and complaint form (Tell us how we did)","value":"https://feedback.aa.com/Contact-American/","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","refund_request"],"access":"open","notes":"Choose Complaints; American says it will review the feedback and respond to the email you give. The form has fields for the 6-letter confirmation code and the 13-digit ticket number. The refund page's Contact Customer Relations link, for reimbursement of hotel, transportation and meal costs after a disruption within American's control, opens a page on feedback.aa.com.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/american-customer-service.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund American owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The Central Baggage claim form (centralbaggage.aa.com) shows an image CAPTCHA and needs the 13-character file ID from the bag report.","The QR-code bag report at baggage claim works only for trips ending in the U.S., Puerto Rico and the U.S. Virgin Islands."],"security":{"official_domains":["aa.com"],"never_asks":[{"kind":"policy","claim":"American says it will never ask you to make security-related changes, or collect personal or financial information, in unsolicited emails, phone calls, postal mailings or faxes.","source":"https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"American warns that phishing can come as phony phone calls, emails, faxes, contracts and postal mailings, and advises not to click links, open attachments or call phone numbers in a suspicious message.","source":"https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A consumer reported to BBB Scam Tracker (January 2025) that a number found by searching for American Airlines customer service reached impostors, who asked for the confirmation code and then demanded payment, saying the flights would be cancelled otherwise.","source":"https://www.bbb.org/scamtracker/lookupscam/936308","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.944,"sources":{"primary":51,"reference":2,"other":1},"verified_from":{"page":34},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 94% of 54 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked by loading aa.com pages on 2026-10-12 (Conditions of Carriage updated August 13, 2026; Customer Service Plan updated August 26, 2026). Damaged-bag window: the delayed or damaged bags page and the Conditions of Carriage both say 6 hours for ordinary bags on U.S. flights. The 24-hour values on current aa.com pages are for missing contents and for mobility and medical devices. The old .jsp bag page that was said to give 24 hours for damaged bags now redirects to the 6-hour page, so the 24-hour version could not be seen. The Conditions of Carriage also say a non-refundable ticket is refunded after a schedule change of more than 4 hours to the departure time, which is narrower than the 3 or 4 hour significant-change rule in the same document. A second Customer Relations address on the liability page (P.O. Box 619612, MD 2400, DFW Airport, TX 75261-9612) is for written requests for the Conditions of Carriage.","warnings":[]},"damaged_baggage":{"company":{"id":"american-airlines","name":"American Airlines","sector":"airline","website":"https://www.aa.com","account_url":null},"issue":{"id":"damaged_baggage","name":"Damaged bag"},"playbook_source":"company","summary":"Report damage before leaving the airport or within 6 hours of receiving the bag on U.S. flights (7 days international); missing contents within 24 hours.","evidence":["photos of the damage","13-character file ID","the damaged bag and contents","receipts"],"steps":[{"do":"Report the damage before leaving the airport, or within 6 hours of receiving the bag on U.S. flights (7 days for international). Keep the file ID."},{"do":"Submit the online claim; keep the damaged bag and contents until the claim is resolved.","channel":{"id":"baggage-claim-form","type":"web_form","label":"Central Baggage online claim (damage, missing contents, delayed bag reimbursement, delayed 5+ days)","value":"https://centralbaggage.aa.com/en-US/submit-claim/","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"captcha","notes":"The Submit a claim links on aa.com's delayed or damaged bags page open centralbaggage.aa.com. The form asks for the claim reason and where you travelled, then shows an image code (CAPTCHA). Needs the 13-character file ID from the bag report.","source":"https://centralbaggage.aa.com/en-US/","last_verified":"2026-10-12"}},{"do":"Ask American to repair the damage within 30 days of the first report.","channel":{"id":"baggage-contact-form","type":"web_form","label":"Contact American bags form (status and questions)","value":"https://www.aa.com/contact/forms?topic=BG","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"open","notes":"Subjects are Damage, Delayed less than 5 days, Delayed 5+ days, Delayed bag reimbursement and Missing contents. The short address https://www.aa.com/contactbags redirects here.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/baggage.html","last_verified":"2026-10-12"}},{"do":"If items are missing from a delayed or damaged bag, file a missing items claim within 24 hours of receiving the bag (7 days international).","channel":{"id":"baggage-claim-form","type":"web_form","label":"Central Baggage online claim (damage, missing contents, delayed bag reimbursement, delayed 5+ days)","value":"https://centralbaggage.aa.com/en-US/submit-claim/","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"captcha","notes":"The Submit a claim links on aa.com's delayed or damaged bags page open centralbaggage.aa.com. The form asks for the claim reason and where you travelled, then shows an image code (CAPTCHA). Needs the 13-character file ID from the bag report.","source":"https://centralbaggage.aa.com/en-US/","last_verified":"2026-10-12"}},{"do":"For a damaged wheelchair or other mobility device, report it within 24 hours (7 days international) and call the Disability Team if there is a problem.","channel":{"id":"disability-phone","type":"phone","label":"Disability Team (special assistance problems on a past trip)","value":"+1-800-892-3624","hours":"24/7","purposes":["accessibility"],"notes":"The Conditions of Carriage say the disability team can be called 24/7. At the airport, ask for a Complaint Resolution Official (CRO).","source":"https://www.aa.com/web/i18n/customer-service/contact-american/special-assistance.html","last_verified":"2026-10-12"}},{"do":"If you think a TSA inspection caused the damage, claim with TSA instead.","regulator":{"id":"tsa","name":"Transportation Security Administration","level":"federal","when_to_use":"Use for property lost or damaged, or an injury, during TSA security screening, and for complaints about screening or TSA staff. A bag the airline lost or delayed is the airline's claim, not TSA's.","channels":[{"id":"claim-package","type":"web_form","label":"TSA claim package (SF-95 tort claim forms)","value":"https://www.tsa.gov/sites/default/files/omb-approved-sf95cover_package.pdf","purposes":["damaged_baggage"],"notes":"Printable PDF package. Sign the forms and send them by mail or fax as the package instructs. A signature is required, so the claimant must complete it.","source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"id":"claims-email","type":"email","label":"TSA Claims Office email","value":"TSAClaimsOffice@tsa.dhs.gov","source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"id":"claim-status","type":"web_form","label":"Check claim status","value":"https://apps.tsa.dhs.gov/cmsstatus/","notes":"Needs the control number from TSA's acknowledgment letter.","source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"id":"complaint-form","type":"web_form","label":"TSA complaint form (screening, customer service, missing or damaged items, civil rights, TSA Cares, PreCheck)","value":"https://www.tsa.gov/contact-center/form/complaints","purposes":["damaged_baggage","accessibility"],"notes":"The filer declares under penalty of perjury that the complaint is true, so the traveler must confirm it.","source":"https://www.usa.gov/travel-complaints","last_verified":"2026-10-12"},{"id":"contact-center","type":"phone","label":"TSA Contact Center","value":"+1-866-289-9673","hours":"Representatives 8 a.m. to 11 p.m. ET weekdays; 9 a.m. to 8 p.m. ET weekends and holidays. Automated information anytime.","source":"https://www.tsa.gov/contact/customer-service","last_verified":"2026-10-12"},{"id":"asktsa-text","type":"sms","label":"AskTSA by text (text \"Travel\" to 275-872)","value":"275872","hours":"Live assistance 8 a.m. to 6 p.m. ET","source":"https://www.tsa.gov/contact/customer-service","last_verified":"2026-10-12"},{"id":"tsa-cares","type":"web_form","label":"TSA Cares (request screening assistance)","value":"https://www.tsa.gov/contact-center/form/cares","purposes":["accessibility"],"notes":"TSA Cares phone requests go to the TSA Contact Center number.","source":"https://www.tsa.gov/travel/tsa-cares","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Send the claim to TSA in writing, stating the circumstances and the exact amount you claim, within two (2) years of the incident.","issues":["damaged_baggage"],"source":"https://www.tsa.gov/sites/default/files/omb-approved-sf95cover_package.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"The claim must include proof of the loss or damage and evidence of TSA negligence. If the airline caused it, file with the airline instead.","issues":["damaged_baggage"],"source":"https://www.tsa.gov/sites/default/files/omb-approved-sf95cover_package.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"TSA sends an acknowledgment letter with a control number four to six weeks after submission. Allow up to six months for the investigation; claims that need a law enforcement investigation can take longer.","issues":["damaged_baggage"],"source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"kind":"process","claim":"If TSA denies the claim or does not resolve it within six months of the date it was properly presented, you may sue in U.S. District Court. The Federal Tort Claims Act governs the claim.","issues":["damaged_baggage"],"source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"kind":"process","claim":"At some airports, private companies do the screening. Check TSA's External Claims list on the claims page before filing.","source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"kind":"process","claim":"Claims are often denied when TSA officers did not open the bag for physical inspection.","issues":["damaged_baggage"],"source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A civil rights complaint must be filed within 180 days of the alleged discrimination.","source":"https://www.tsa.gov/contact-center/form/complaints","last_verified":"2026-10-12"}],"notes":"Lost or missing checked baggage goes to the airline. Items left at a checkpoint: https://www.tsa.gov/contact/lost-and-found. The claim package PDF was last modified 2025-05-16. TSA's claim mailing address and fax number are in the PDF form images and were not extracted."}}],"channels":[{"id":"baggage-claim-form","type":"web_form","label":"Central Baggage online claim (damage, missing contents, delayed bag reimbursement, delayed 5+ days)","value":"https://centralbaggage.aa.com/en-US/submit-claim/","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"captcha","notes":"The Submit a claim links on aa.com's delayed or damaged bags page open centralbaggage.aa.com. The form asks for the claim reason and where you travelled, then shows an image code (CAPTCHA). Needs the 13-character file ID from the bag report.","source":"https://centralbaggage.aa.com/en-US/","last_verified":"2026-10-12"},{"id":"baggage-contact-form","type":"web_form","label":"Contact American bags form (status and questions)","value":"https://www.aa.com/contact/forms?topic=BG","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"open","notes":"Subjects are Damage, Delayed less than 5 days, Delayed 5+ days, Delayed bag reimbursement and Missing contents. The short address https://www.aa.com/contactbags redirects here.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/baggage.html","last_verified":"2026-10-12"},{"id":"baggage-mail","type":"mail","label":"American Airlines Central Baggage (mailed claims with the Passenger Property Questionnaire)","value":"American Airlines Central Baggage, P.O. Box 619619, DFW Airport, TX 75261-9616","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Use only if you cannot submit online; American says mail is slower.","source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"The delayed or damaged bags page says: \"For flights within the U.S., file a report before leaving the airport, or within 6 hours of receiving your bags. For international flights, file a report before leaving the airport, or within 7 days of receiving your bags.\"","issues":["damaged_baggage"],"source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The Conditions of Carriage (updated August 13, 2026) say: \"If your bags are damaged, you should file a report before you leave the airport, or within 6 hours of receiving your bags.\" They also say to ask American to repair the damage within 30 days of the first report.","issues":["damaged_baggage"],"source":"https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The delayed or damaged bags page gives 24 hours, not 6, for one case only. If a delayed or damaged bag is delivered with items missing, file a missing items claim within 24 hours of receiving the bag for flights within the U.S., or 7 days for international flights. American does not accept liability for missing items on U.S. flights unless the bag was reported delayed or damaged.","issues":["damaged_baggage","lost_baggage"],"source":"https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For mobility and medical devices, the mobility devices page and the Conditions of Carriage say to report damage within 24 hours of receiving the device (domestic) or 7 days (international), and a delay within 24 hours of arrival (domestic) or 21 days (international). Submit the online claim within 7 days of receiving the device. The baggage liability limits do not apply to these devices.","issues":["damaged_baggage","accessibility"],"source":"https://www.aa.com/web/i18n/travel-info/special-assistance/mobility-and-medical-devices.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must give conspicuous written notice on or with the ticket of its liability limit, or the statement \"Federal rules require any limit on an airline's baggage liability to be at least $4,700 per passenger.\"","issues":["lost_baggage","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The part 254 limit does not apply to wheelchairs or other assistive devices. Compensation for a lost, damaged or destroyed wheelchair or assistive device is based on the device's original purchase price.","issues":["lost_baggage","damaged_baggage","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":3,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For damage to checked baggage, the passenger must complain to the carrier forthwith after discovering the damage and at the latest within seven days from the date of receipt (Article 31(2)).","issues":["damaged_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Every complaint must be made in writing within these times. If no complaint is made in time, no action lies against the carrier, except in case of fraud on its part (Article 31(3) and (4)).","issues":["damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under U.S. disability rules, Montreal Convention liability limits apply to mishandled wheelchairs and other assistive devices on international flights.","issues":["accessibility","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and ticket changes (English)","value":"+1-800-433-7300","hours":"24 hours","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit"],"notes":"Within the U.S. and Canada. Spanish +1-800-633-3711, 24 hours. Hearing or speech impaired callers can dial 711 for the National Relay Service.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/reservations-and-ticket-changes.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-relations-form","type":"web_form","label":"Customer Relations feedback and complaint form (Tell us how we did)","value":"https://feedback.aa.com/Contact-American/","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","refund_request"],"access":"open","notes":"Choose Complaints; American says it will review the feedback and respond to the email you give. The form has fields for the 6-letter confirmation code and the 13-digit ticket number. The refund page's Contact Customer Relations link, for reimbursement of hotel, transportation and meal costs after a disruption within American's control, opens a page on feedback.aa.com.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/american-customer-service.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund American owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The Central Baggage claim form (centralbaggage.aa.com) shows an image CAPTCHA and needs the 13-character file ID from the bag report.","The QR-code bag report at baggage claim works only for trips ending in the U.S., Puerto Rico and the U.S. Virgin Islands."],"security":{"official_domains":["aa.com"],"never_asks":[{"kind":"policy","claim":"American says it will never ask you to make security-related changes, or collect personal or financial information, in unsolicited emails, phone calls, postal mailings or faxes.","source":"https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"American warns that phishing can come as phony phone calls, emails, faxes, contracts and postal mailings, and advises not to click links, open attachments or call phone numbers in a suspicious message.","source":"https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A consumer reported to BBB Scam Tracker (January 2025) that a number found by searching for American Airlines customer service reached impostors, who asked for the confirmation code and then demanded payment, saying the flights would be cancelled otherwise.","source":"https://www.bbb.org/scamtracker/lookupscam/936308","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.944,"sources":{"primary":51,"reference":2,"other":1},"verified_from":{"page":34},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 94% of 54 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked by loading aa.com pages on 2026-10-12 (Conditions of Carriage updated August 13, 2026; Customer Service Plan updated August 26, 2026). Damaged-bag window: the delayed or damaged bags page and the Conditions of Carriage both say 6 hours for ordinary bags on U.S. flights. The 24-hour values on current aa.com pages are for missing contents and for mobility and medical devices. The old .jsp bag page that was said to give 24 hours for damaged bags now redirects to the 6-hour page, so the 24-hour version could not be seen. The Conditions of Carriage also say a non-refundable ticket is refunded after a schedule change of more than 4 hours to the departure time, which is narrower than the 3 or 4 hour significant-change rule in the same document. A second Customer Relations address on the liability page (P.O. Box 619612, MD 2400, DFW Airport, TX 75261-9612) is for written requests for the Conditions of Carriage.","warnings":[]},"denied_boarding":{"company":{"id":"american-airlines","name":"American Airlines","sector":"airline","website":"https://www.aa.com","account_url":null},"issue":{"id":"denied_boarding","name":"Bumped or denied boarding"},"playbook_source":"company","summary":"If bumped involuntarily on a domestic flight, American pays 200% or 400% of the one-way fare, capped at $1,075 or $2,150.","evidence":["boarding pass","written denied-boarding notice","arrival time of the new flight"],"steps":[{"do":"Ask the gate agent for the written statement of compensation. American pays by check or travel credit the same day at the airport, or mails it within 24 hours."},{"do":"If not paid, complain to Customer Relations.","channel":{"id":"customer-relations-form","type":"web_form","label":"Customer Relations feedback and complaint form (Tell us how we did)","value":"https://feedback.aa.com/Contact-American/","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","refund_request"],"access":"open","notes":"Choose Complaints; American says it will review the feedback and respond to the email you give. The form has fields for the 6-letter confirmation code and the 13-digit ticket number. The refund page's Contact Customer Relations link, for reimbursement of hotel, transportation and meal costs after a disruption within American's control, opens a page on feedback.aa.com.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/american-customer-service.html","last_verified":"2026-10-12"}},{"do":"If still not paid, file with the U.S. DOT.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and ticket changes (English)","value":"+1-800-433-7300","hours":"24 hours","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit"],"notes":"Within the U.S. and Canada. Spanish +1-800-633-3711, 24 hours. Hearing or speech impaired callers can dial 711 for the National Relay Service.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/reservations-and-ticket-changes.html","last_verified":"2026-10-12"},{"id":"customer-relations-form","type":"web_form","label":"Customer Relations feedback and complaint form (Tell us how we did)","value":"https://feedback.aa.com/Contact-American/","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","refund_request"],"access":"open","notes":"Choose Complaints; American says it will review the feedback and respond to the email you give. The form has fields for the 6-letter confirmation code and the 13-digit ticket number. The refund page's Contact Customer Relations link, for reimbursement of hotel, transportation and meal costs after a disruption within American's control, opens a page on feedback.aa.com.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/american-customer-service.html","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"Customer Relations by mail","value":"American Airlines Customer Relations, P.O. Box 619619, DFW Airport, TX 75261-9616","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding"],"notes":"The Customer Service Plan says a mailed letter may take longer to arrive and the response may be delayed.","source":"https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"For travel within the U.S., the Conditions of Carriage pay nothing for an arrival delay up to 1 hour, 200% of the one-way fare (maximum $1,075) for 1 to 2 hours, and 400% (maximum $2,150) for 2 hours or more.","issues":["denied_boarding"],"source":"https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-denied-boarding","title":"DOT oversales and denied boarding compensation","citation":"14 CFR part 250 (limits revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"When an airline involuntarily bumps a passenger with a confirmed reservation from an oversold flight that departs from a U.S. airport, it must pay compensation in cash or check on the spot: 200% of the one-way fare up to $1,075, or 400% up to $2,150, depending on how late the passenger arrives on the alternate transportation. It must also give a written statement of these rights.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Part 250 applies to scheduled flight segments using an aircraft with a designed capacity of 30 or more passenger seats, in interstate transportation and on nonstop foreign segments that originate at a point within the United States.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.2","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Domestic: no compensation is required if alternate transportation is planned to arrive within one hour of the original arrival time. If it arrives more than one hour but less than two hours late, compensation is at least 200 percent of the fare to the destination or first stopover, or $1,075, whichever is lower. If the carrier does not offer alternate transportation planned to arrive less than two hours late, compensation is at least 400 percent of that fare, or $2,150, whichever is lower.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"compensation","claim":"International flights from a U.S. airport: no compensation if the alternate transportation arrives within one hour; 200 percent of the fare or $1,075, whichever is lower, if it arrives more than one hour but less than four hours late; 400 percent of the fare or $2,150, whichever is lower, if the carrier does not offer alternate transportation planned to arrive less than four hours late.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The carrier must pay in cash or an immediately negotiable check on the day and at the place the denied boarding occurs. If the alternate transportation leaves before payment can be prepared, the carrier must send payment within 24 hours after the denied boarding.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.8","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier may offer free or reduced-rate travel instead of cash only if its value is at least the cash amount owed, and it must tell the passenger the cash amount, that the passenger may decline the travel offer and take cash, and all material restrictions before the passenger accepts.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund unused fees for optional services (for example a seat or bag fee) paid by a passenger who is voluntarily or involuntarily denied boarding, unless the service is provided on the alternate transportation.","issues":["denied_boarding","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"No compensation is owed if the passenger did not comply with the carrier's ticketing, check-in and reconfirmation rules; if a smaller aircraft was substituted for operational or safety reasons (or, on aircraft with 60 or fewer seats, weight or balance limits applied); if the passenger was seated in a different section at no extra charge; or if the carrier arranged transportation planned to arrive no later than one hour after the original planned arrival.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.6","last_verified":"2026-10-12"},{"kind":"process","claim":"Immediately after an involuntary denied boarding, the carrier must give the passenger a written statement that explains the boarding priority rules, the compensation amounts, and the passenger's right to decline compensation and pursue damages another way.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.9","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limits from $775 and $1,550 to $1,075 and $2,150 by a rule effective January 22, 2025, and did not enforce the new limits until March 20, 2025.","issues":["denied_boarding"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and ticket changes (English)","value":"+1-800-433-7300","hours":"24 hours","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit"],"notes":"Within the U.S. and Canada. Spanish +1-800-633-3711, 24 hours. Hearing or speech impaired callers can dial 711 for the National Relay Service.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/reservations-and-ticket-changes.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-relations-form","type":"web_form","label":"Customer Relations feedback and complaint form (Tell us how we did)","value":"https://feedback.aa.com/Contact-American/","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","refund_request"],"access":"open","notes":"Choose Complaints; American says it will review the feedback and respond to the email you give. The form has fields for the 6-letter confirmation code and the 13-digit ticket number. The refund page's Contact Customer Relations link, for reimbursement of hotel, transportation and meal costs after a disruption within American's control, opens a page on feedback.aa.com.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/american-customer-service.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund American owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The Central Baggage claim form (centralbaggage.aa.com) shows an image CAPTCHA and needs the 13-character file ID from the bag report.","The QR-code bag report at baggage claim works only for trips ending in the U.S., Puerto Rico and the U.S. Virgin Islands."],"security":{"official_domains":["aa.com"],"never_asks":[{"kind":"policy","claim":"American says it will never ask you to make security-related changes, or collect personal or financial information, in unsolicited emails, phone calls, postal mailings or faxes.","source":"https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"American warns that phishing can come as phony phone calls, emails, faxes, contracts and postal mailings, and advises not to click links, open attachments or call phone numbers in a suspicious message.","source":"https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A consumer reported to BBB Scam Tracker (January 2025) that a number found by searching for American Airlines customer service reached impostors, who asked for the confirmation code and then demanded payment, saying the flights would be cancelled otherwise.","source":"https://www.bbb.org/scamtracker/lookupscam/936308","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.944,"sources":{"primary":51,"reference":2,"other":1},"verified_from":{"page":34},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 94% of 54 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked by loading aa.com pages on 2026-10-12 (Conditions of Carriage updated August 13, 2026; Customer Service Plan updated August 26, 2026). Damaged-bag window: the delayed or damaged bags page and the Conditions of Carriage both say 6 hours for ordinary bags on U.S. flights. The 24-hour values on current aa.com pages are for missing contents and for mobility and medical devices. The old .jsp bag page that was said to give 24 hours for damaged bags now redirects to the 6-hour page, so the 24-hour version could not be seen. The Conditions of Carriage also say a non-refundable ticket is refunded after a schedule change of more than 4 hours to the departure time, which is narrower than the 3 or 4 hour significant-change rule in the same document. A second Customer Relations address on the liability page (P.O. Box 619612, MD 2400, DFW Airport, TX 75261-9612) is for written requests for the Conditions of Carriage.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and ticket changes (English)","value":"+1-800-433-7300","hours":"24 hours","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit"],"notes":"Within the U.S. and Canada. Spanish +1-800-633-3711, 24 hours. Hearing or speech impaired callers can dial 711 for the National Relay Service.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/reservations-and-ticket-changes.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-relations-form","type":"web_form","label":"Customer Relations feedback and complaint form (Tell us how we did)","value":"https://feedback.aa.com/Contact-American/","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","refund_request"],"access":"open","notes":"Choose Complaints; American says it will review the feedback and respond to the email you give. The form has fields for the 6-letter confirmation code and the 13-digit ticket number. The refund page's Contact Customer Relations link, for reimbursement of hotel, transportation and meal costs after a disruption within American's control, opens a page on feedback.aa.com.","source":"https://www.aa.com/web/i18n/customer-service/contact-american/american-customer-service.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund American owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"security":{"official_domains":["aa.com"],"never_asks":[{"kind":"policy","claim":"American says it will never ask you to make security-related changes, or collect personal or financial information, in unsolicited emails, phone calls, postal mailings or faxes.","source":"https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"American warns that phishing can come as phony phone calls, emails, faxes, contracts and postal mailings, and advises not to click links, open attachments or call phone numbers in a suspicious message.","source":"https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A consumer reported to BBB Scam Tracker (January 2025) that a number found by searching for American Airlines customer service reached impostors, who asked for the confirmation code and then demanded payment, saying the flights would be cancelled otherwise.","source":"https://www.bbb.org/scamtracker/lookupscam/936308","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.944,"sources":{"primary":51,"reference":2,"other":1},"verified_from":{"page":34},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 94% of 54 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"American Airlines — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/american-airlines.md","markdown":"## In short\n\nWrite to Customer Relations through American's online form and keep the case number; American says to expect an acknowledgement within 30 days and a resolution within 60. For a cancelled or significantly changed flight you can choose a refund instead of rebooking, and refund requests must be made while the ticket is still valid, one year from issue. American's bag deadlines are among the shortest: 4 hours to report a delayed bag and 6 hours to report damage on U.S. flights. American had more DOT complaint cases than any other U.S. airline in July 2026.\n\n## How complaints actually go\n\n- American's Customer Service Plan (updated August 26, 2026) says Customer Relations typically responds within a few days, and customers can expect an acknowledgement within 30 days and a resolution within 60 days. [American: Customer Service Plan](https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html)\n- The plan says credit card refunds for tickets and optional services bought in the U.S. are processed within 7 business days of receiving the request and required information, and cash or check refunds within 20 business days. [American: Customer Service Plan](https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html)\n- Bag claims go to the Central Baggage Resolution Office, which emails its decision. Reimbursement for necessities needs the 13-character file ID, ticket receipt, bag claim checks and original itemized receipts within 30 days of the delay. [American: delayed or damaged bags](https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html)\n- DOT assessed American a $50 million civil penalty in October 2024 over wheelchair assistance and mishandled wheelchairs. In December 2025 DOT amended the order: instead of paying about $16.7 million more to the Treasury, American must spend $16.8 million, including a wheelchair tracking system that passengers will see in \"Track My Bags\" by May 2027. [DOT Order 2025-12-5](https://www.transportation.gov/sites/dot.gov/files/2025-12/American%20Airlines%20Order%202025-12-5.pdf)\n- If American does not resolve the complaint, DOT directs it to respond to you directly and to send DOT a copy. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n\n## What tends to work\n\n- After a cancellation or significant change, American's Conditions of Carriage say it refunds the fare, taxes and fees promptly and automatically if you choose not to fly, not to rebook and not to accept other compensation. [American: Conditions of Carriage](https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html)\n- American's FAQs also list a schedule change of 90 minutes or more within 72 hours of departure as a reason to refund a nonrefundable ticket if you decide not to travel. [American: customer service FAQs](https://www.aa.com/web/i18n/customer-service/faqs/customer-service-faqs.html)\n- For a delay American causes, its Customer Service Plan says that, on request, it gives a food and beverage credit for a delay of 3 or more hours and a hotel voucher if you are delayed overnight away from home. Ask for these at the airport. [American: Customer Service Plan](https://www.aa.com/web/i18n/customer-service/support/customer-service-plan.html)\n- American refunds bag fees automatically when a reported bag is not delivered within 12 hours of the last domestic segment (15 or 30 hours on international itineraries). [American: Conditions of Carriage](https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html)\n\n## Traps and fine print\n\n- For flights within the U.S., report a delayed bag within 4 hours of arrival (12 hours with Bags VIP delivery) and damage before leaving the airport or within 6 hours of receiving the bag. [American: delayed or damaged bags](https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html)\n- Refund requests must be submitted while the ticket is valid, one year from the issue date; American does not refund expired tickets. [American: customer service FAQs](https://www.aa.com/web/i18n/customer-service/faqs/customer-service-faqs.html)\n- The Conditions of Carriage require a Passenger Property Questionnaire within 30 days of the first bag report to seek compensation, and legal action within 2 years. [American: Conditions of Carriage](https://www.aa.com/web/i18n/customer-service/support/conditions-of-carriage.html)\n- Liability for lost, delayed or damaged bags is limited to $4,700 on domestic flights and 1,519 SDR per passenger on international travel, and any expense money already paid is deducted from a lost-bag settlement. [American: baggage liability limitations](https://www.aa.com/web/i18n/travel-info/baggage/liability-limitations.html), [American: delayed or damaged bags](https://www.aa.com/web/i18n/travel-info/baggage/delayed-or-damaged-baggage.html)\n\n## By the numbers\n\n- July 2026: DOT received 1,734 complaint cases about American, the most of any U.S. airline; 557 were about flight problems, 401 about refunds and 216 about baggage. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- July 2026: American-operated flights arrived on time 65.0% of the time (network including partners 68.0%), cancelled 2.3% (network 3.2%), and mishandled 0.81 bags per 100 enplaned (network 0.74). [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026: American scored 78 out of 100, up from 73 in 2025. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/)\n\n## Scams that target customers\n\n- American says it will never ask you to make security changes, or collect personal or financial information, in unsolicited emails, calls, letters or faxes, and says not to click links or call numbers in a suspicious message. [American: communication and email security](https://www.aa.com/i18n/customer-service/support/communication-and-email-security.html)\n- A consumer reported to BBB Scam Tracker in January 2025 that a number found by searching for American Airlines customer service reached impostors who asked for the confirmation code and then demanded payment. [BBB Scam Tracker report](https://www.bbb.org/scamtracker/lookupscam/936308)\n- The FTC says to contact airlines only through their official app, website, chat or phone number, not accounts that reply on social media. [FTC consumer alert, July 25, 2024](https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives)\n"},"guide":{"key":"airline","title":"Airlines — how complaints work","last_verified":"2026-10-12","file":"guides/airline.md","page":"https://escalate.alexgaoth.com/#/guides/airline"}}