Two weeks and counting. 11:10PM flight CLT-LHR cancelled July 1. 10PM came and went. No plane, no gate agent, no pilot, no staff... An arbitrary gate agent announced "The flight to London is cancelled and the customer service representatives will provide rebooking, hotel and food voucher." As the hundreds of passengers headed to the two customer service representatives, I booked a hotel and grabbed a sandwich and expected an relatively simple process to receive reimbursement. I have EXP status, was flying in business class and submitted a customer service complaint a few days after the cancellation. Two weeks later I receive the email below. I expected a request for receipts or 10,000 miles, not a generic email response two weeks later.


American Airlines
July 12, 2024

Hello Mr. Smith:

Thank you again for contacting American Airlines Customer Relations. This is a follow-up to let you know that our reply may take a little longer due to our current volume. Please rest assured that we will get back to you as soon as possible. We appreciate your patience.

Contacting us to reschedule your flight?

We are pleased to offer an enhanced ticket flexibility which may include waived change fees. More information on this flexibility can be found on aa.com.

When you are ready to change your flights, visit us online or contact our Reservations team.

Need to speak with someone for another reason?

You can also find contact information for our additional, dedicated support teams on aa.com.
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