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 20, 2015, 3:01 pm
#91
Moderator: American AAdvantage
Original Poster
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
Thank you, JDiver, you always speak with wisdom. Although the above was a slightly flippant paraphrase, and I did restate what actually happened, and that it was incompatible with the descriptor "uncontrollable".
Judging by the turnaround time and the nature of the response, I am not sure the hapless person at the receiving end (if it really is a person and not a robot) bothered to read what I wrote this time either.
This, and a certain other development the past week, has given me plenty of food for thought about my future with this airline. I think I'll save my stamp for a DOT complaint.
PS: By the way, here's another thing that's changed: You never see the text of your own message to AA again. With the old American, it was appended to the response in an e-mail thread. Now you have no idea what you did or didn't write to them, unless you've copied and saved it.
Judging by the turnaround time and the nature of the response, I am not sure the hapless person at the receiving end (if it really is a person and not a robot) bothered to read what I wrote this time either.
This, and a certain other development the past week, has given me plenty of food for thought about my future with this airline. I think I'll save my stamp for a DOT complaint.
PS: By the way, here's another thing that's changed: You never see the text of your own message to AA again. With the old American, it was appended to the response in an e-mail thread. Now you have no idea what you did or didn't write to them, unless you've copied and saved it.
I would write this up and send it as a snail mail to Sean Bentel's office.
BTW, I just wrote CS an hour or two ago and was presented with a copy of what I wrote (no paragraph or other than single spacing throughout, making it much more difficult to read) I could print to paper or file.
Nov 20, 2015, 3:45 pm
#92
Join Date: Oct 2010
Location: Alameda, CA, US
Programs: BAEC Gold (GGL/CCR), HHonors Diamond
Posts: 1,346
I also file a baggage complaint a week ago, including 2 more contacts to CR, with CR just forwarding it to baggage and not a single peep from them so far.
Dec 2, 2015, 7:13 pm
#94
Join Date: Apr 2007
Location: USA
Programs: AAdvantage, MileagePlus, SkyMiles
Posts: 4,159
Jan 12, 2016, 6:29 pm
#96
Formerly known as billinaz
Join Date: Oct 2003
Location: Goodyear,AZ for now then FL Spacecoast
Programs: US Airways Dividend Miles, American AAdvantage, Avis Preferred, Budget Rapid Rez, Hilton Honors
Posts: 1,145
Contact AA (aka blow off the customer until they go away)
This only one way to contact AA is completely useless. Fill out a webform, and see what you get back. In my case it was responses that say nothing. I called, and got the same result of 'don't call us, we will let you know'.
I had booked a flight PHX-MCO and paid for MCE for myself and the Mrs.
Thanks to tripit, I got an email about a flight change.
I checked the website and saw that instead of the A321 I had purposely booked, now we were on a HP757. I really didn't want to be on that torture tube so I called to switch flights.
That was done easy enough, but I had to pay for the MCE seats again, and I was told that would be refunded.
After not seeing the credit hit the bank after several days I used the contact form and got this:
Thank you for contacting us. In view of the details you recounted, we have forwarded your request to our Passenger Refunds department for their review and consideration of any applicable refund. Once the adjustment is processed by the accounting specialists in that department, a credit will be issued to your credit card account. Depending on your bank billing cycles, it could take up to 2 cycles for the credit to be reflected on a statement. In addition, you can track the status of your refund via AA.com at the following link: https://www.refunds.aa.com (please allow 2 business days before checking).
Should you need to contact personnel in our Passenger Refunds department directly, their contact information is:
American Airlines
Passenger Refunds
4000 E Sky Harbor Blvd.
Phoenix, AZ 85034
Fax : 1-800-892-3447 or 480-693-2759
We do appreciate your business and look forward to welcoming you aboard soon.
So I called and they said they could see a refund was requested but it had not been processed yet. I asked when that was going to happen and they said they were just really busy due to the recent weather delays.
I asked if I could see the status online and was given a refund webpage and the document number to enter. I tried, and nothing about the refund, but I could request a refund on the entire trip.
Waited another week, and nothing.
So I send another message on the AA webpage and now I get another 'blow the customer off response':
On behalf of American Airlines, thank you for contacting Customer Relations.
It has come to our attention that the inquiry you submitted involves current or future travel which can be better addressed by personnel in our Reservations Department. They can be reached via 1-800-433-7300 and are available to assist you 24 hours a day, 7 days a week.
If you still have questions or concerns after your trip is completed, we'd be happy to hear from you in Customer Relations.
In addition Mr. Will, we are sorry to hear that your refund matter remains unresolved to your satisfaction. Please contact our refund specialists directly via the contact information below. They have the ultimate responsibility to conclude matters of this kind.
American Airlines
Passenger Refunds
4000 E Sky Harbor Blvd.
Phoenix, AZ 85034
Fax : 1-800-892-3447 or 480-693-2759
Or, online at https://www.refunds.aa.com. Mr. Will, if you are not able to get your Refund request processed in a timely manner, you are able to contact Passenger Refunds directly yourself. It does have to be in writing, also please include your transaction ticket numbers:
Any questions regarding these transactions, please contact our Reservations Department at the phone number listed above (we in Customer Relations handles Post Travel issues). We do appreciate your business
So get the brush off and a suggestion to look on a webpage that does not work for this.
How about this AA...... don't double charge people.
I had booked a flight PHX-MCO and paid for MCE for myself and the Mrs.
Thanks to tripit, I got an email about a flight change.
I checked the website and saw that instead of the A321 I had purposely booked, now we were on a HP757. I really didn't want to be on that torture tube so I called to switch flights.
That was done easy enough, but I had to pay for the MCE seats again, and I was told that would be refunded.
After not seeing the credit hit the bank after several days I used the contact form and got this:
Thank you for contacting us. In view of the details you recounted, we have forwarded your request to our Passenger Refunds department for their review and consideration of any applicable refund. Once the adjustment is processed by the accounting specialists in that department, a credit will be issued to your credit card account. Depending on your bank billing cycles, it could take up to 2 cycles for the credit to be reflected on a statement. In addition, you can track the status of your refund via AA.com at the following link: https://www.refunds.aa.com (please allow 2 business days before checking).
Should you need to contact personnel in our Passenger Refunds department directly, their contact information is:
American Airlines
Passenger Refunds
4000 E Sky Harbor Blvd.
Phoenix, AZ 85034
Fax : 1-800-892-3447 or 480-693-2759
We do appreciate your business and look forward to welcoming you aboard soon.
So I called and they said they could see a refund was requested but it had not been processed yet. I asked when that was going to happen and they said they were just really busy due to the recent weather delays.
I asked if I could see the status online and was given a refund webpage and the document number to enter. I tried, and nothing about the refund, but I could request a refund on the entire trip.
Waited another week, and nothing.
So I send another message on the AA webpage and now I get another 'blow the customer off response':
On behalf of American Airlines, thank you for contacting Customer Relations.
It has come to our attention that the inquiry you submitted involves current or future travel which can be better addressed by personnel in our Reservations Department. They can be reached via 1-800-433-7300 and are available to assist you 24 hours a day, 7 days a week.
If you still have questions or concerns after your trip is completed, we'd be happy to hear from you in Customer Relations.
In addition Mr. Will, we are sorry to hear that your refund matter remains unresolved to your satisfaction. Please contact our refund specialists directly via the contact information below. They have the ultimate responsibility to conclude matters of this kind.
American Airlines
Passenger Refunds
4000 E Sky Harbor Blvd.
Phoenix, AZ 85034
Fax : 1-800-892-3447 or 480-693-2759
Or, online at https://www.refunds.aa.com. Mr. Will, if you are not able to get your Refund request processed in a timely manner, you are able to contact Passenger Refunds directly yourself. It does have to be in writing, also please include your transaction ticket numbers:
Any questions regarding these transactions, please contact our Reservations Department at the phone number listed above (we in Customer Relations handles Post Travel issues). We do appreciate your business
So get the brush off and a suggestion to look on a webpage that does not work for this.
How about this AA...... don't double charge people.
Jan 12, 2016, 7:13 pm
#99
FlyerTalk Evangelist
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,190
U.S. carriers have, by DOT rules, 30 days to acknowledge a customer complaint and 60 days 'to offer a substantive response.' If AA didn't alert you to needing more info within 30 days, they're hosed on this.
Now, if you expected a refund within a few days of your complaint, you're overdue for quite the customer service reset.
Now, if you expected a refund within a few days of your complaint, you're overdue for quite the customer service reset.
Jan 12, 2016, 7:55 pm
#100
Formerly known as billinaz
Join Date: Oct 2003
Location: Goodyear,AZ for now then FL Spacecoast
Programs: US Airways Dividend Miles, American AAdvantage, Avis Preferred, Budget Rapid Rez, Hilton Honors
Posts: 1,145
Jan 13, 2016, 12:37 am
#102
Formerly known as billinaz
Join Date: Oct 2003
Location: Goodyear,AZ for now then FL Spacecoast
Programs: US Airways Dividend Miles, American AAdvantage, Avis Preferred, Budget Rapid Rez, Hilton Honors
Posts: 1,145
I can't even see any status on a webpage, nothing.
There is no reason for this to take that long, Im pretty sure they have computers.
Jan 13, 2016, 12:49 am
#103
Join Date: Oct 2015
Location: So Cal
Posts: 937
I beotched about my less than stellar experience with my experience today and received one step past a canned answer hours later. While I appreciate the timely response, the feedback was quite sad and gave me zero confidence as a recent convert.
Jan 13, 2016, 1:32 pm
#104
Join Date: Jun 2013
Location: US
Programs: AAdvantage
Posts: 1,753
It just sucks that they can take that amount of time but try to change or buy a ticket with the promise that the funds were approved and are on the way. You think they would wait 30 days?
I can't even see any status on a webpage, nothing.
There is no reason for this to take that long, Im pretty sure they have computers.
I can't even see any status on a webpage, nothing.
There is no reason for this to take that long, Im pretty sure they have computers.
I accidentally charged myself $100 and had the payment voided minutes later but it still took about 6 weeks for the credit to show up.
Jan 13, 2016, 2:03 pm
#105
Join Date: Mar 2008
Programs: US Airways Chairmans, Marriott Platinum, SPG Platinum, National Executive Elite
Posts: 8
Frustrating AA communication
I'd like to comment on the subject line that refers to blowing off the customer until they go away.
Three times since the "New American" was launched, I've been referred to Customer Relations web form to resolve what I believe are straight forward matters. Here's the routine:
(1) Fill out web form, receive immediate auto responder email acknowledging receipt.
(2) Wait a few days
(3) Receive message from AA Customer Relations that matter has been directed to AAdvantage customer service.
(4) My original message about "A" was not addressed and I receive what seems to be a boilerplate response about loosely related Topic "B."
(5) I call to get more clarity/resolution and I'm referred back to the web form.
(6) Go back to step 1 and try to keep your sanity
AAdvantage Customer Service provides no phone numbers or last names of employees who respond. They hide behind a catch-all email address and hope you go away. Terrible, terrible, terrible.
This is maddening, and I am on the bring of leaving AA after 20+ years of Chairman's Preferred/Exec Plat status.
Three times since the "New American" was launched, I've been referred to Customer Relations web form to resolve what I believe are straight forward matters. Here's the routine:
(1) Fill out web form, receive immediate auto responder email acknowledging receipt.
(2) Wait a few days
(3) Receive message from AA Customer Relations that matter has been directed to AAdvantage customer service.
(4) My original message about "A" was not addressed and I receive what seems to be a boilerplate response about loosely related Topic "B."
(5) I call to get more clarity/resolution and I'm referred back to the web form.
(6) Go back to step 1 and try to keep your sanity
AAdvantage Customer Service provides no phone numbers or last names of employees who respond. They hide behind a catch-all email address and hope you go away. Terrible, terrible, terrible.
This is maddening, and I am on the bring of leaving AA after 20+ years of Chairman's Preferred/Exec Plat status.