American Airlines is a U.S. air carrier based in Fort Worth, Texas.
American Airlines Responsiveness rating
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings. Want to know which companies have the best -- and worst -- customer service? Check out our Red List and Green List. Rate American Airlines
What you need to know about American Airlines
Customer service experiences with American Airlines can be hit or miss. Some users report fast, helpful responses, while others find the support to be slow.
- American Airlines’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with American Airlines with our insider guide or through our executive contacts.
- American Airlines’s customer service policies are standard. Here are our frequently asked questions about American Airlines.
NOTE: American Airlines has supplied us with some contact information on this page. However, since its publication, we have received many reports that the email addresses are either not monitored or bouncing. We are working to independently verify the information and to find the correct contacts. In the meantime, we have lowered American’s responsiveness rating.
American Airlines has had a consistent reputation when it comes to customer service — consistently bad. The problems range from inflexible policies to late refunds. Sometimes, customers even end up at the wrong airport and other times the airport changes its customer’s flights without asking. Although it is trying to improve, American has a long way to go. The company downgraded these customers, but they still had to struggle to get a refund for the difference. Also, this customer can’t use their credit. The airline also promised a refund after downgrading this customer, but didn’t follow through.
The airline canceled a consumer’s flight and only refunded some of it. The company has also banned the wrong customer. American airlines charged a customer $80 for free checked luggage. American Airlines cancelled this customer flight without notifying her. The company canceled this customer’s flight, but wouldn’t give his money back.
American Airlines’s customer service response times
American Airlines’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue. However, here’s a general idea of what to expect:
| Live chat | Response time: American Airlines’s live chat support is usually the quickest option for getting help. It is operated by a bot. Availability: Live chat is available 24/7. |
| Phone support | Response time: Phone inquiries typically takes 1 to 30 minutes, although it can sometimes be longer if there’s a high volume of customer service requests. Availability: Phone support is available 24/7. |
| Email support | Response time: Email inquiries typically take 1 to 3 business days to receive a response, although it can sometimes be longer if there’s a high volume of customer service requests. Email address: American Airlines does not have an email listed. It is best to use the “Contact Us” section on the American Airlines website. |
| Social media | Response time: American Airlines is active on social media platforms like Instagram, Facebook, and X. Responses can range from a few hours to a day depending on the platform and the inquiry’s complexity. |
How to resolve a problem with American Airlines
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.American Airlines mailing address
1 Skyview Drive
Fort Worth, TX 76155
Telephone:(682) 278-9000
American Airlines executive customer service contacts
Primary Contact
Stacey Frantz
Director of Customer Operations
1 Skyview Drive
Fort Worth, Texas 76155
stacey.frantz@aa.com
Secondary Contact
William Afeaki
Vice President of Operations
1 Skyview Drive
Fort Worth, Texas 76155
william.afeaki@aa.com
Chief Executive
Robert Isom
1 Skyview Drive
Fort Worth, Texas 76155
robert.isom@aa.com
How do I talk to a real person at American Airlines?
To connect with a live representative, call the direct phone number (800) 433-7300. Follow the prompts or stay on the line until you are connected to a representative.
What are the contact details for American Airlines refunds department?
You can contact them via mail at:
American Airlines Attention: Passenger Refunds 4000 E. Sky Harbor Blvd. Phoenix, AZ 85034
Or via phone at:
U.S.: (800) 892-3447 International: +1 (480) 693-2759
Can I chat with a live agent?
Yes, you can chat with American Airlines representatives 24/7 using their virtual assistant or live chat feature on their website.
How do I file a claim for lost baggage with American Airlines?
For claims related to lost baggage, flight disruptions, or other issues, you can use their online customer relations online email form
Can I get a refund after 24 hours with American Airlines?
Refund policies vary based on ticket type. Some fares allow refunds within 24 hours of booking, while others may have different rules. Contact American Airlines on (800) 433-7300 for specific details.
How to get professional help with your American Airlines problem
If you need help with American Airlines, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
