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FlyerTalk Forums Expert How-Tos and Guides
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 =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. 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) 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?
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:
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. 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 Note: Earlier this year, others were still receiving email with: Customer Relations 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) |
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