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Contacting American Airlines Customer Relations & Complaint, Issues (master thread)

Old Mar 29, 17, 11:06 am - Wikipost
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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 by in 2010: 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…) 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 Fly book 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)
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.

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/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?
  • Upcoming or current travel
  • Special needs / Disability assistance
  • Frequent flyer program
  • Delayed baggage
  • Refunds
  • Help booking online
  • American Airlines Vacations
Use links from this page
Who's the boss?

Sean Bentel, Vice President Customer Relations
P.O. Box 619612 M/D 2400
DFW Airport, TX 75261-9612
Tel (817) 967-2116
Email: sean.bentel <at> aa.com

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.)
See USDOT below)
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:

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.
For further information on how Twitter works, read here.
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:
  • 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.
If you send us a letter, you should also include a copy (not the original) of your airline ticket or itinerary sheet and any correspondence you have already exchanged with the company.

- See more at: https://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
AND they've emailed about using [email protected] for EC261/2004 issues.
updated Aug 2016 - JDiver

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Old Mar 18, 15, 2:46 pm
#16

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Arrow New contact addresses

I am uncertain how much gravity this World-Wide Web site has here on FT, but Elliott.org has very recently posted that American has new(er) contacts for some customer service departments.
I am going to direct my inquiry above.
I won't belabor people here with specifics, but just that the miles I thought I had earned via an AA flight with a Malaysia Air flight number were just declined (after a ten-month investigation period), and in this span, my remnant AAdvantage miles expired.
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Old May 24, 15, 10:25 am
#17

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I recently sent American Airlines CEO Doug Parker a direct email concerning experiences that I had on a cross-country flight back in November. (I had contacted them immediately but it wasn't until early January that I got a reply. I was following up on the same complaint) Even though I was clear in not requesting compensation, the guy in AA Customer Service sent me the generic response email anyway.
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Old May 24, 15, 10:47 am
#18
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Originally Posted by nchalant View Post
I recently sent American Airlines CEO Doug Parker a direct email concerning experiences that I had on a cross-country flight back in November. (I had contacted them immediately but it wasn't until early January that I got a reply. I was following up on the same complaint) Even though I was clear in not requesting compensation, the guy in AA Customer Service sent me the generic response email anyway.
If you think that the CEO ever received the email or reads them, you don't understand what CEO's do. Your note was routed to the same CRM database where webforms go, it simply likely took longer for it to get there.

Once in a while you will hear back from an agent who tells you that he is with the "Executive Support Team" or somesuch and that the CEO asked him to follow up.

Like all CEO's, there is the likelihood that the CEO and other senior officers, are forwarded a small random group of customer service correspondence on a regular basis. But, that won't be determined by the address you put on it.
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Old Aug 21, 15, 1:34 pm
#19

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AA Customer Support Issue How to escalate???

Hello, new to this forum..
I have a significant customer support issue with AA. Problem is the ONLY way to "communicate" with AA customer support is via email. I have lodged a support issue through the appropriate channels, have received a reply that I find completely unsatisfactory. Have asked for an escalation, but no response, and there is no apparent means of speaking to someone directly. Other airlines have customer service reps you can speak to an initiate escalations through.
I am tempted to message or call executives at AA, but was wondering if there is any advice on where in the AA organization I can call?
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Old Aug 21, 15, 1:42 pm
#20
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Much more helpful if you explain the underlying concern and why the response was not satisfactory. You will get better advice.

Even if you call the CEO's office, you will still wind up in the CRM database, although the agent emailing you will tell you that the CEO personally designated him to contact you.
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Old Aug 21, 15, 2:30 pm
#21

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Originally Posted by Often1 View Post
Even if you call the CEO's office, you will still wind up in the CRM database, although the agent emailing you will tell you that the CEO personally designated him to contact you.
If it is a real issue (as opposed to simply an upset customer), a well written letter sent overnight to the corporate officer would be a much better communication attempt that an e-mail or phone call.
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Old Aug 21, 15, 2:34 pm
#22

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AA Customer Support Issue How to escalate???

1) please read the sticky which indicates this doesn't belong here
2) it could be that your gripe has already been elevated as high as AA authorizes that gripe to go, and that wasting upper management's time is not merited -- even if you think it is unsatisfactory.
3) seems odd that you have so much experience elevating complaints with multiple airlines....
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Old Aug 21, 15, 3:15 pm
#23
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Yes, FedEx makes money off that ! It's good for the economy.

The letter will simply be routed to the mail room so it can be scanned into the CRM database and handled from there.
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Old Aug 21, 15, 3:39 pm
#24
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Welcome to FT, RaymondCie.

Originally Posted by RaymondCie View Post
significant customer support issue with AA
It would really be helpful if you could tell us what this is. On what you have written, all anyone is going to do is direct you to aa.com
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Old Aug 22, 15, 3:30 am
#25
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Welcome to Fly book RaymondCie.

As this is a specific AA query, we're relocating your post to the AA forum.

~beckoa, co-moderator Information Desk
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Old Aug 22, 15, 12:21 pm
#26

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<unfriendly bit>

There really is no way to force a response.

Also, you should know the first email is believed to be an automated reply. Give it a week for a real reply to your response. Top tier aa fliers will get a reply in 24 hrs or less. It drops off from there, can take a week or more.

Last edited by JDiver; Aug 22, 15 at 2:39 pm Reason: Unfriendly bit redacted
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Old Aug 22, 15, 12:26 pm
#27
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AA Customer Support Issue How to escalate???



To some, a significant customer service issue is not getting a sufficient number of ice cubes in your coke, for others it's forgetting about your UM child at the gate.

Which is it, so that those with experience can wade in and offer a useful and qualified opinion.
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Old Aug 22, 15, 1:59 pm
#28

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OP seems to have asked and disappeared.
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Old Aug 22, 15, 2:53 pm
#29

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Originally Posted by LondonElite View Post


To some, a significant customer service issue is not getting a sufficient number of ice cubes in your coke, for others it's forgetting about your UM child at the gate.

Which is it, so that those with experience can wade in and offer a useful and qualified opinion.
Agree. But OP didnt ask for a 'quaifed opinion' as to whether his issue was 'significant' in anyone elses mind...not 'should I escalate'... Just how to escalate.

But, I guess on a slow FT day there is quite a bit more interest in arguing the relative merits of an 'issue', as opposed to telling OP 'nothing more you can do'.
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Old Aug 22, 15, 2:59 pm
#30

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Originally Posted by Exec_Plat View Post
Agree. But OP didnt ask for a 'quaifed opinion' as to whether his issue was 'significant' in anyone elses mind...not 'should I escalate'... Just how to escalate.

But, I guess on a slow FT day there is quite a bit more interest in arguing the relative merits of an 'issue', as opposed to telling OP 'nothing more you can do'.
that or if the OP explained what the issue was somebody here would have had a similar situation and possibly an experience of how to resolve it that they would share with us...
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