American Airlines Customer Service Contacts

Dear Mr. Robert Isom,
I am reaching out to formally escalate my unresolved case involving American Airlines flights AA4518/5358 and AA2672, which resulted in severe disruption, overnight stranding, and zero accommodation — all due to controllable airline failures.

I previously contacted customer relations and received a dismissive response from your representative, Afiya Powell. Her response is like reading a protocol manual. Deprived of human connections and dignity. Her strategy is to defend and then deny, blaming not having a gate on the weather. She failed to acknowledge the seriousness of the situation, nor the airline’s responsibility to provide reasonable care. Not to mention the fact that Ms. Powell ignored my emails and calls for weeks, unprofessional would be an understatement.

The facts:
Flight AA2672 was delayed due to equipment-related issues. These are controllable causes.

I experienced tarmac delays and gate unavailability because we were sitting on the runway for half an hour, waiting to dock. Otherwise, everyone would have made it to their connecting flights that night. Not having a gate is again controllable.

American did not provide hotel, meal vouchers, or proper rebooking support during an overnight stranding — I had to sleep at the airport without assistance.

My checked baggage was mishandled, worsening the situation. It never left its starting location despite the airline rep telling me it would automatically be transferred to the following flight.

I missed the primary purpose of my trip entirely.

These events constitute a complete failure of service and violate both your Conditions of Carriage and your Customer Service Plan as outlined by the U.S. Department of Transportation.

To say this is insufficient would be an understatement. To offer $25 after such a significant disruption is not only insulting, it is out of touch with reality and the human impact of travel failures.
I want to bring to your attention the words you publicly stated:
“People really need to feel like they have control of their itineraries, and we give them control by making sure they get to where they want to go on time.” - Robert Isom, CEO, American Airlines, during a company town hall
You also said:
“The airline business is about more than flights — it’s about creating connections and being prepared for what’s next.” - Robert Isom, CEO, American Airlines, TCU School of Business
Unfortunately, my experience—and likely those of countless others—shows that either the company is failing to uphold the CEO’s vision, or those statements are little more than corporate platitudes with no connection to the real customer experience. If American Airlines leadership truly believes in empowering passengers and honoring those “connections,” then I must ask: Where was that commitment during our night on the airport floor? Where was the preparedness when no food, vouchers, gates or accommodations were provided?
No reasonable person would choose to pay over $1,200 to be stranded overnight, sleeping in an airport terminal, hungry and exhausted. That’s not “connection.” That’s neglect.
When promises made at the highest levels are so clearly contradicted by frontline realities, it doesn’t just hurt passengers—it undermines leadership credibility and damages brand trust.
I am asking that your leadership take genuine accountability for situations like this and offer compensation that reflects both the financial and emotional toll it took on your passengers. A $25 future-use voucher is not a good faith gesture. It’s a token that makes customers feel ignored.
If your company truly believes in building connections and putting customers first, I ask that you prove it. Not just with words. With action.
I am requesting the following:

Full refund of airfare (the service failed its essential purpose),

Reimbursement of out-of-pocket expenses (receipts available),

Reasonable compensation for the hardship endured under your airline’s care.

I am asking for a timely, fair resolution without further delay. I missed my sister's graduation and pinning ceremony due to your airline’s operational breakdown.