American Airlines is a U.S. air carrier based in Fort Worth, Texas.
American Airlines Responsiveness rating
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What you need to know about American Airlines
American has had a consistent reputation when it comes to customer service -- consistently bad. The service problems range from inflexible policies to late refunds. Sometimes, customers even end up at the wrong airport. Although it is trying to improve, American has a long way to go. The company downgraded these customers, but they still had to struggle to get a refund for the difference. Also, this customer can't use their credit.
How to resolve a problem with American Airlines
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting any company manager directly.
American Airlines' mailing address
1 Skyview Drive
Fort Worth, TX 76155
American Airlines' executive customer service contacts
Primary Contact
Mark Ewing
Director – Customer Relations
1 Skyview Drive
Fort Worth, Texas 76155
Markus.Ewing@aa.com
Secondary Contact
Caroline Truelove
Vice President of Reservations and Customer Relations
1 Skyview Drive
Fort Worth, Texas 76155
Caroline.Truelove@aa.com
Chief Executive
Robert Isom
CEO and Chief Recruitment Officer
1 Skyview Drive
Fort Worth, Texas 76155
robert.isom@aa.com
Frequently asked questions about American Airlines
To connect with a live representative, call the direct phone number (800) 433-7300. Follow the prompts or stay on the line until you are connected to a representative.
For AAdvantage® status inquiries, call (800) 433-7300 within the U.S. and Canada.
Refund eligibility depends on the fare type and ticket conditions. You can request a refund or check your refund status using the contact information provided earlier.
You can reach them via mail at:
American Airlines
Attention: Passenger Refunds
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034
Or via fax at:
(800-892-3447 (U.S.)
480-693-2759 (International)
Be sure to include:
- Passenger names
- Email or U.S. mail address
- Reason for request
- Receipts
- Ticket numbers
- Date of travel
- Departure and arrival cities
Yes, you can chat with American Airlines representatives 24/7 using their virtual assistant or live chat feature on their website.
You can reach out to American Airlines via phone (800) 433-7300 or use the customer relations online email form.
The cost to change a flight on American Airlines depends on various factors such as fare type, route, and time of change. It’s recommended to check their website or contact customer service for specific details.
For claims related to lost baggage, flight disruptions, or other issues, you can use their online customer relations online email form
Refund policies vary based on ticket type. Some fares allow refunds within 24 hours of booking, while others may have different rules. Contact American Airlines for specific details.
There could be various reasons for online check-in issues. It’s best to contact American Airlines directly for assistance. You can reach them at (800) 433-7300.
How to get professional help with your American Airlines problem
If you need help with a American Airlines problem, you can contact our advocacy team or just push the button.
Get HelpThis contact was published on November 19, 2014 and updated on March 26, 2024.