Jan 18, 2015, 9:30 pm
Last edit by: hurnik
Contacting AA Customer Relations & Discussion
Contacting Customer Relations, complaints and related issues
N.B. AA and US combined Customer Relations as of 20 January 2015
Wrong thread? Need AAdvantage Customer Service? Contacting AAdvantage Customer Service master thread (link)
NOTE: AA and US consolidated their main Customer Relations contact process January 2015. Whereas previously US CP and AA EP / EXP could contact Customer Relations by telephone, that is no longer possible.
To register complaints, one must use the e-form linked to here: Email AA Customer Relations (pops up AA e-form); there is no publicly published telephone number to call for AA Customer Relations. NOTE: form limited to 1,500 characters. Invalid character or empty required information field causes form refusal.
You may specify you want a reply within this form; if you do not do so, it is quite possible you won't receive an acknowledgement of your communication. The initial reply may be a mere acknowledgement; if there is a case number, record it and use it in future communication
Also note replies from AA Customer Relations can not be autoreplied to. (Clarification here):
It appears that AA is using bot-generated replies to your complaint form. You CAN reply to that email if you want to get your complaint routed to a real person. Otherwise, the bot-generated email will simply issue an apology, and nothing more (no compensation). Once you reply to that auto-generated email, you should get a team member response in a few days.
It has been suggested separate issues be addressed by sending separate customer contact forms. Unfortunately, employees can easily conflate separate issues or stop reading after the first one.
One can include a telephone number and ask AACR call back. They will likely do so, but it will require you to monitor your phone until they call.
Contacting Customer Relations, complaints and related issues
N.B. AA and US combined Customer Relations as of 20 January 2015
=Q. What is the difference between AA Customer Relations and Customer Service?
Posted some time ago, still relevant: What is the best avenue to file such a complaint? Is it AAdvantage Customer Service, or AA Customer Relations? Each one seems to have its own email comments form on AA.com. When using these forms, are they usually pretty good about responding? If not, is there an email address I can directly email in a situation like this?
Reply by AmericanAirlines View Post:
Good question. American Airlines has 2 departments: one called Customer Relations and one called AAdvantage Customer Service.
AAdvantage Customer Service is for assisting AAdvantage members with account issues (address changes, mileage posting issues, etc…) American Airlines Customer Relations is for addressing customers past travel experiences (delays, employee issues, etc…)
...
Stephen @ AA
At one time, AA maintained an occasional and official "helpful lurker" presence, comprised of more than one person, with the FlyerTalk handle AmericanAirlines; AA has chosen not to maintain such a presence on FlyerTalk.
Posted some time ago, still relevant: What is the best avenue to file such a complaint? Is it AAdvantage Customer Service, or AA Customer Relations? Each one seems to have its own email comments form on AA.com. When using these forms, are they usually pretty good about responding? If not, is there an email address I can directly email in a situation like this?
Reply by AmericanAirlines View Post:
Good question. American Airlines has 2 departments: one called Customer Relations and one called AAdvantage Customer Service.
AAdvantage Customer Service is for assisting AAdvantage members with account issues (address changes, mileage posting issues, etc…) American Airlines Customer Relations is for addressing customers past travel experiences (delays, employee issues, etc…)
...
Stephen @ AA
At one time, AA maintained an occasional and official "helpful lurker" presence, comprised of more than one person, with the FlyerTalk handle AmericanAirlines; AA has chosen not to maintain such a presence on FlyerTalk.
Customer Relations
Our Customer Relations department is dedicated to addressing customer comments and unresolved concerns. The Customer Relations department will respond to our customer’s written complaints within 60 days. Customer Relations can be reached at:
U.S. Mail/Overnight Mail American Airlines Customer Relations
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034
Fax: 480-693-2300
Email AA Customer Relations Opens in a new window (link)
Our Customer Relations department is dedicated to addressing customer comments and unresolved concerns. The Customer Relations department will respond to our customer’s written complaints within 60 days. Customer Relations can be reached at:
U.S. Mail/Overnight Mail American Airlines Customer Relations
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034
Fax: 480-693-2300
Email AA Customer Relations Opens in a new window (link)
NOTE: AA and US consolidated their main Customer Relations contact process January 2015. Whereas previously US CP and AA EP / EXP could contact Customer Relations by telephone, that is no longer possible.
To register complaints, one must use the e-form linked to here: Email AA Customer Relations (pops up AA e-form); there is no publicly published telephone number to call for AA Customer Relations. NOTE: form limited to 1,500 characters. Invalid character or empty required information field causes form refusal.
You may specify you want a reply within this form; if you do not do so, it is quite possible you won't receive an acknowledgement of your communication. The initial reply may be a mere acknowledgement; if there is a case number, record it and use it in future communication
Also note replies from AA Customer Relations can not be autoreplied to. (Clarification here):
It appears that AA is using bot-generated replies to your complaint form. You CAN reply to that email if you want to get your complaint routed to a real person. Otherwise, the bot-generated email will simply issue an apology, and nothing more (no compensation). Once you reply to that auto-generated email, you should get a team member response in a few days.
It has been suggested separate issues be addressed by sending separate customer contact forms. Unfortunately, employees can easily conflate separate issues or stop reading after the first one.
One can include a telephone number and ask AACR call back. They will likely do so, but it will require you to monitor your phone until they call.
Compliment, Complaint, or Comment
Contact Information (including)
• Past Flight Experience
• Praise/Compliments
• Concerns/Complaints
• Suggestions/Communication
"We want to be sure we hear from you. Please verify that you are on the correct country version of aa.com, by checking the country flag displayed at the top of the page. Then submit your comments or inquiries using the link below: "
Email AA Customer Relations (pops up AA e-form)
See this page
(Limited to 1,500 character.)
Other Contact Information
Mail/Overnight mail
American Airlines Customer Relations
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034
Previously: Phone: 817-786-3778 and Fax: 480-693-2300
Need help with something else?
Contact Information (including)
• Past Flight Experience
• Praise/Compliments
• Concerns/Complaints
• Suggestions/Communication
"We want to be sure we hear from you. Please verify that you are on the correct country version of aa.com, by checking the country flag displayed at the top of the page. Then submit your comments or inquiries using the link below: "
Email AA Customer Relations (pops up AA e-form)
See this page
(Limited to 1,500 character.)
Other Contact Information
Mail/Overnight mail
American Airlines Customer Relations
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034
Previously: Phone: 817-786-3778 and Fax: 480-693-2300
Need help with something else?
- Upcoming or current travel
- Special needs / Disability assistance
- Frequent flyer program
- Delayed baggage
- Refunds
- Help booking online
- American Airlines Vacations
Who's the boss?Executive Contacts (Christopher Elliott - link)Primary Contact
Vincent Carcaterra
Director of Customer Relations
1 Skyview Drive
Fort Worth , Texas 76155
[email protected]
Secondary Contact
Kurt Stache
Senior Vice President – Customer Experience
1 Skyview Drive
Fort Worth, Texas 76155 76155
[email protected]
Note: calling or emailing is not necessarily effective nor recommended.
"Snail mail" or written material by courier may be more effective.
Suggestions from members For effective communications:
Vincent Carcaterra
Director of Customer Relations
1 Skyview Drive
Fort Worth , Texas 76155
[email protected]
Secondary Contact
Kurt Stache
Senior Vice President – Customer Experience
1 Skyview Drive
Fort Worth, Texas 76155 76155
[email protected]
Note: calling or emailing is not necessarily effective nor recommended.
"Snail mail" or written material by courier may be more effective.
Suggestions from members For effective communications:
- If you have a case number, include it prominently
- Include your name and contact information
- Be sure to include key dates, times, ticket numbers
- Keep it factual, brief, and strive for clarity
- If you expect reimbursement, keep it within scale and do specify
- Be specific - and realistic - about what you want / your expected outcome.
- Keep feelings, hyperbole out of your story.
- AA never accepts consequential damages (missed important events, etc.)
Twitter
If you have a Twitter account, you may get rapid assistance or resolution by tweeting @AmericanAir. See post #45 by JonNYC and this FT thread: Using AA Twitter social media team: how, what, when (master thd). From there:
For further information on how Twitter works, read here.
If you have a Twitter account, you may get rapid assistance or resolution by tweeting @AmericanAir. See post #45 by JonNYC and this FT thread: Using AA Twitter social media team: how, what, when (master thd). From there:
Frequently Asked Questions / FAQ
Q. How do I use this channel of communication?
You must first sign up for a (free) Twitter account. When you do, Subscribe to the AA Twitter channel: @AmericanAir.
Note: Getting assistance from Twitter for a specific reservation can be improved by communicating with them by using the DM / Direct Message (like PM here) system, where you can include your PNR and details privately - and your AAdvantage number and EP status so they can link it with your Twitter profile. This is easily done by sending them a tweet asking them "Please follow me for DM" so they can "follow" you and receive DMs from you.
Once this has been done, you may wish to take your account Private.
Q. How can they help?
@AmericanAir can assist with OSO (Off-Schedule Operations - "IRROPS") when it might otherwise take a long time to get a response from the telephone desk employees. There are many things that @AmericanAir can do when time is of the essence; read posts below for more.
Q. Can I report service issues?
Certainly.
Q. Can I laud or compliment excellent service?
Certainly. The Twitter team will log these and for AA employees (including employees of wholly owned subsidiaries, but not contractor employees) and pass on compliments to supervisors, who will add them to the employee's personnel record.
Q. How do I use this channel of communication?
You must first sign up for a (free) Twitter account. When you do, Subscribe to the AA Twitter channel: @AmericanAir.
Note: Getting assistance from Twitter for a specific reservation can be improved by communicating with them by using the DM / Direct Message (like PM here) system, where you can include your PNR and details privately - and your AAdvantage number and EP status so they can link it with your Twitter profile. This is easily done by sending them a tweet asking them "Please follow me for DM" so they can "follow" you and receive DMs from you.
Once this has been done, you may wish to take your account Private.
Q. How can they help?
@AmericanAir can assist with OSO (Off-Schedule Operations - "IRROPS") when it might otherwise take a long time to get a response from the telephone desk employees. There are many things that @AmericanAir can do when time is of the essence; read posts below for more.
Q. Can I report service issues?
Certainly.
Q. Can I laud or compliment excellent service?
Certainly. The Twitter team will log these and for AA employees (including employees of wholly owned subsidiaries, but not contractor employees) and pass on compliments to supervisors, who will add them to the employee's personnel record.
US Department of Transportation - File a Consumer Complaint
Airline Service Complaints and Comments
Complaints and comments about airline service other than safety or security issues may be registered with DOT's Aviation Consumer Protection Division (ACPD). You can call, write or use our web form.
You may call the ACPD 24 hours a day at 202-366-2220 (TTY 202-366-0511) to record your complaint. Calls are returned Monday through Friday, generally between 7:30 am and 5:00 pm Eastern time.
You may send us a letter at: Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Ave, S.E.
Washington, D.C. 20590
You can send us a complaint, comment or inquiry electronically by using our web form. This form allows us to capture information more accurately and process it more efficiently. The web form allows you to attach a file.
Whether you call, write or use the web form, please be brief and concise in the description of your problem and be sure to include the following information:
- See more at: https://www.transportation.gov/airco....Iar1Z6Ve.dpuf
Airline Service Complaints and Comments
Complaints and comments about airline service other than safety or security issues may be registered with DOT's Aviation Consumer Protection Division (ACPD). You can call, write or use our web form.
You may call the ACPD 24 hours a day at 202-366-2220 (TTY 202-366-0511) to record your complaint. Calls are returned Monday through Friday, generally between 7:30 am and 5:00 pm Eastern time.
You may send us a letter at: Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Ave, S.E.
Washington, D.C. 20590
You can send us a complaint, comment or inquiry electronically by using our web form. This form allows us to capture information more accurately and process it more efficiently. The web form allows you to attach a file.
Whether you call, write or use the web form, please be brief and concise in the description of your problem and be sure to include the following information:
- Your name
- Complete address
- Daytime phone number (including area code)
- e-mail address
- Name of the airline or company about which you are complaining
- Flight date
- Flight number if known
- Origin and destination cities of your trip.
- See more at: https://www.transportation.gov/airco....Iar1Z6Ve.dpuf
Note: Earlier this year, others were still receiving email with:
AND they've emailed about using [email protected] for EC261/2004 issues.
Customer Relations
American Airlines
4255 Amon Carter Blvd., MD 2400
Fort Worth, TX 76155
Fax: 817-967-4162
American Airlines
4255 Amon Carter Blvd., MD 2400
Fort Worth, TX 76155
Fax: 817-967-4162
Threads and Resources of interest:
Auto form for requesting Delay/Cancellation Verification for Trip Insurance
Page with links to ticket and on-board receipts, refunds, trip change or cancelation
2015 Guide to Compensation - Combined Airline and Program Forum (merged threads)
EC261 / EC 261/2004 complaints, compensation post 17 Oct 2015 (master thread)
Auto form for requesting Delay/Cancellation Verification for Trip Insurance
Page with links to ticket and on-board receipts, refunds, trip change or cancelation
2015 Guide to Compensation - Combined Airline and Program Forum (merged threads)
EC261 / EC 261/2004 complaints, compensation post 17 Oct 2015 (master thread)
Contacting American Airlines Customer Relations & Complaint, Issues (master thread)
Nov 16, 2015, 10:25 am
#61
Join Date: Mar 2005
Location: Austin, TX
Programs: CoUniHound 1K 1MM, AA EXP 2MM, DL Plat, Marriott Lifetime Titanium
Posts: 1,625
The inability to respond to a CS email has been in place for some time now. I believe it pre-dates the merger. It sucks, true, but if you send another post via the web form and reference the case # in the original email response, the new submission will be linked to the original submission.
Which is not a guarantee that you won't receive another canned response, of course.
Which is not a guarantee that you won't receive another canned response, of course.
Nov 16, 2015, 10:32 am
#62
Join Date: Jun 2010
Location: ROC/NYC/MSP/LAX/HKG/SIN
Posts: 3,212
How much was the delay in total? If it was over three hours of the delay, I understand your pain, but it doesn't seem like it was delayed more than an hour. I think they have the policy to follow, and it did not seem like it would warrant a compensation with that kind of delay.
Last edited by PaulInTheSky; Nov 16, 2015 at 3:54 pm Reason: Typo. Typed too fast.
Nov 16, 2015, 10:33 am
#64
Join Date: Apr 2007
Location: USA
Programs: AAdvantage, MileagePlus, SkyMiles
Posts: 4,159
Odd. I remember getting a reimbursement check in 2012 when I had to take ground transportation due to a delay. I was given a bit of pushback initially, but got the check. I find it hard to believe AA's "policy" is to not reimburse customers' out of pocket expenses. How about hotels during mechanical IRROPS? I know plenty of members have done that without a problem. 
I'd recommend escalating. @Catbert10, are you serious that responding to the CS email cannot be done? I find that hard to believe. How many people out there will know to submit another complaint online, while referencing the original case #? That is user unfriendly.
I'd recommend escalating. @Catbert10, are you serious that responding to the CS email cannot be done? I find that hard to believe. How many people out there will know to submit another complaint online, while referencing the original case #? That is user unfriendly.
Nov 16, 2015, 10:37 am
#65
Join Date: Mar 2005
Location: Austin, TX
Programs: CoUniHound 1K 1MM, AA EXP 2MM, DL Plat, Marriott Lifetime Titanium
Posts: 1,625
As PassMe points out, the email's reply address is not monitored and doesn't accept inbound emails. If you reply to the email it will bounce.
Nov 16, 2015, 10:39 am
#66
Join Date: Feb 2003
Location: NCL
Programs: UA 1MM/*G. DL Gold for one more year.
Posts: 5,305
How much was the delay in total? If it was over three hours of the delay, I understand your pain, but it doesn't seem like it was delayed more than an hour. I think they have the policy to follow, and it did not seem like it would warrant a compensation with that kind of compensation.
Nov 16, 2015, 10:40 am
#67
Join Date: Sep 2013
Location: MSN
Programs: AA, BAEC Gold
Posts: 3,933
That's pretty standard at airlines and other businesses. They do seem to have offered a "click here" option. I guess it allows them to control the flow and routing better. I was once given the email for an agent so that I could send a document to them but they obviously don't want to encourage direct contact.
Nov 16, 2015, 10:44 am
#68
Join Date: Sep 2013
Location: MSN
Programs: AA, BAEC Gold
Posts: 3,933
The one daily flight to my destination (from the opposite gate to the one where I arrived) closed one minute before I arrived. As a result, my total journey time increased from 19 to 32 hours. I did not ask for compensation, just reimbursement of the extra expenses caused by this.
Nov 16, 2015, 10:44 am
#69
Join Date: Feb 2003
Location: NCL
Programs: UA 1MM/*G. DL Gold for one more year.
Posts: 5,305
That, I fear, is exactly the calculation they have made. They haven't even bothered to set it up capture your personal details through your account, even when you are logged in.
Nov 16, 2015, 10:47 am
#70
Join Date: Feb 2003
Location: NCL
Programs: UA 1MM/*G. DL Gold for one more year.
Posts: 5,305
An airline running its Customer Relations with a modicum of competence would have been smart enough to provide this documentation. Armed with that, I would quite possibly have gone away and focused on my insurer. Now they are forcing me to try to escalate anyway.
Nov 16, 2015, 10:47 am
#71
Join Date: Sep 2013
Location: MSN
Programs: AA, BAEC Gold
Posts: 3,933
Nov 16, 2015, 11:00 am
#73
Join Date: Apr 2006
Location: NY/CHICAGO
Programs: AA Exec Plat; SPG Platinum; Hyatt Platinum
Posts: 373
based on personal experience i think they've decided to respond to all emails but to do so in such a pointless way that people will stop bothering to email them.
my suggestion fwiw: get your social network following up over a million, let them know you'll be using those channels to further discuss your issue if they dont respond via email, & report back here if it works...
my suggestion fwiw: get your social network following up over a million, let them know you'll be using those channels to further discuss your issue if they dont respond via email, & report back here if it works...
An airline running its Customer Relations with a modicum of competence would have been smart enough to provide this documentation. Armed with that, I would quite possibly have gone away and focused on my insurer. Now they are forcing me to try to escalate anyway.
Nov 16, 2015, 11:03 am
#74
Join Date: Jan 2009
Location: OKC
Programs: IHG Spire, National Exec, AA Plat
Posts: 2,274
Can you not print out the flight status page or something similar and use that? I've never had to do this before, but I would think that would be accepted.
Nov 16, 2015, 11:05 am
#75
Join Date: Feb 2003
Location: NCL
Programs: UA 1MM/*G. DL Gold for one more year.
Posts: 5,305
The delay of the flight was less than an hour. The insurance claim (if American refuses to do the decent thing) will be based on the consequential delay of 13 hours, which I need documented.