--- company: american-airlines title: American Airlines — how complaints actually go last_verified: 2026-10-12 --- ## In short Write 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. ## How complaints actually go - 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) - 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) - 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) - 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) - 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) ## What tends to work - 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) - 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) - 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) - 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) ## Traps and fine print - 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) - 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) - 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) - 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) ## By the numbers - 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) - 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) - ACSI 2026: American scored 78 out of 100, up from 73 in 2025. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/) ## Scams that target customers - 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) - 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) - 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)