American Airlines Customer Service: Flights, Bags and Refunds

American Airlines customer service assists travelers with reservations, ticket changes, canceled flights, delays, refunds, travel credits, delayed baggage, lost property, AAdvantage accounts, accessibility requests, seat problems, and complaints about previous travel. The correct support channel depends on whether you need immediate assistance with an upcoming flight, reimbursement after a disruption, help locating baggage, or a response from Customer Relations about completed travel.

How to Contact American Airlines Customer Service

• Reservations and ticket changes: 1-800-433-7300
• English reservations hours: 24 hours a day
• Spanish reservations: 1-800-633-3711
• AAdvantage customer service: 1-800-882-8880
• Special Assistance: 1-800-237-7976
• Hearing or speech assistance: 1-800-735-2988 or dial 711 for the National Relay Service
• Disability complaints after travel: 1-800-892-3624
• American Airlines customer-service chat: American Customer Service
• Customer Relations complaint form: Contact American Airlines Customer Relations
• Delayed or damaged baggage: File or manage a baggage report
• Lost property: American Airlines Lost and Found
• Refund request or status: American Airlines Refunds
• Manage a trip: Find or manage an American Airlines trip
• Corporate office: 1-682-278-9000
• Official website: AA.com

American Airlines corporate headquarters:
American Airlines Group Inc.
American Airlines, Inc.
1 Skyview Drive
Fort Worth, TX 76155

The corporate-office number is not the best starting point for reservations, baggage, refunds, AAdvantage, or airport problems. Travelers should generally use the department responsible for the ticket, trip, bag, or account.

Which American Airlines Department Should You Contact?

• Upcoming trip or same-day travel: Use the American Airlines app, website, airport agent, or Reservations.
• Flight that has already been completed: Use the Customer Relations form.
• Refund: Use the official refund request or refund-status page.
• Delayed or damaged checked bag: File a baggage report and retain the 13-character file ID.
• Personal item left on an aircraft: File an American Airlines Lost and Found report.
• Item lost in an airport: Contact that airport’s lost-and-found department.
• Item lost at a TSA checkpoint: Contact TSA Lost and Found.
• AAdvantage miles or account: Contact the AAdvantage department.
• Wheelchair, mobility, medical, or service-animal arrangements: Contact Special Assistance.

American Airlines Reservations and Ticket Changes

Call 1-800-433-7300 for help with:

• New flight reservations
• Changing or canceling a trip
• Rebooking after a delay or cancellation
• Seat assignments
• Travel-credit questions
• Name corrections
• Special travel arrangements
• Pet reservations
• Unaccompanied minors
• International travel questions

Customers can also use the American Airlines website or app to:

• Find a trip
• Check in
• Change or cancel an eligible flight
• Select a seat
• View flight status
• Add baggage
• Request special assistance
• Use travel credit

Before contacting Reservations, have the following available:

• Six-character confirmation code
• Passenger’s full name
• Ticket number when available
• Flight number and travel date
• Origin and destination
• AAdvantage number
• The specific change or resolution requested

Changing an American Airlines Flight

Open the trip through AA.com or the American Airlines app and review whether a change option appears. A change may involve:

• A difference in fare
• A change fee under certain ticket rules
• Loss of a preferred seat
• Different baggage allowances
• A change to connecting flights
• Different travel-credit requirements

Before confirming the change, review the complete new itinerary, total price, cabin, seat, connection time, and baggage terms.

Cancel Before the First Flight Departs

Cancel a trip before the first scheduled flight departs. Failing to cancel before departure may result in:

• The remaining itinerary being canceled
• The ticket losing its remaining value
• Loss of return or connecting flights
• Loss of eligibility for travel credit

Save the cancellation confirmation and any Trip Credit or Flight Credit details.

American Airlines Delays and Cancellations

When an American Airlines flight is canceled or a delay causes a missed connection, American generally rebooks the passenger on the next available American flight. When the disruption is caused by American and no American flight is available until the following day, the airline may rebook the passenger on an available partner airline.

What to Do During a Flight Disruption

1. Check the American Airlines app for automatic rebooking.
2. Review the replacement flight before accepting it.
3. Use the app or website to view alternative flights.
4. Speak with an airport agent when immediate assistance is required.
5. Call Reservations if the airport line is long or the app does not provide a workable option.
6. Keep all boarding passes, receipts, and disruption notices.

If you are traveling with family members on separate reservations, tell the representative that the reservations should be handled together.

Hotel, Meal and Transportation Assistance

When a delay or cancellation is caused by American Airlines and requires an overnight stay away from the passenger’s home city, American may provide:

• An approved hotel voucher
• Transportation to and from the hotel
• A transportation voucher
• Meal vouchers when the departure delay reaches the applicable period

If American cannot provide a hotel or transportation voucher, reasonable authorized expenses may be eligible for reimbursement. Before booking your own hotel:

• Ask an American Airlines agent whether reimbursement is authorized.
• Request written confirmation when possible.
• Choose a reasonable hotel rather than a luxury property.
• Keep original itemized receipts.
• Record the flight, delay reason, and employee instructions.

American may not reimburse self-booked expenses when the passenger did not receive authorization.

Weather and Events Beyond American’s Control

When the disruption is caused by weather, air traffic control, airport conditions, government action, or another event outside American’s control, the airline generally rebooks the passenger but may not provide hotel, transportation, or meal reimbursement. An airport agent may still help locate available accommodations.

Declining American’s Rebooking

A customer whose flight was canceled or significantly changed may be eligible for a refund of the unused ticket and related eligible fees when the customer declines the replacement transportation. Do not simply miss the replacement flight. Cancel the remaining itinerary and formally request the refund.

American Airlines Refunds

Use the official refund page to:

• Request an eligible ticket refund
• Request a refund for eligible optional products
• Check the status of an existing refund
• Locate ticket and receipt information
• Ask a question about an existing refund request

A traveler who purchased through a travel agency, booking website, tour operator, or another airline may need to request the refund from the original seller.

American Airlines 24-Hour Refund Policy

A ticket may generally be canceled for a full refund within 24 hours of purchase when:

• The ticket was purchased directly from American Airlines.
• The reservation was made at least two days before departure.
• The entire trip is canceled within the 24-hour period.

The policy generally applies to refundable and non-refundable fare types, subject to the applicable terms. Save the cancellation and refund-request confirmation.

Non-Refundable Tickets

After the 24-hour period, a non-refundable ticket generally is not refunded to the original payment method merely because the passenger’s plans changed. Depending on the fare and account, the unused value may be issued as a Trip Credit or Flight Credit when the reservation is canceled before departure. A refund may still be available when:

• American cancels the flight.
• The schedule is significantly disrupted and the passenger declines rebooking.
• The passenger qualifies under another published refund exception.
• Applicable law requires a refund.

Trip Credit and Flight Credit

Travel credits can have different rules. Review:

• The name of the traveler permitted to use the credit
• The credit number
• The value
• The expiration or travel-by date
• Whether travel must begin or merely be booked before expiration
• Whether multiple credits can be combined
• Whether the credit can be used for another traveler

Do not assume that every American Airlines credit works the same way.

Refunds for Seats, Bags and Optional Services

A refund may be available when an eligible paid service was not provided, including certain:

• Seat purchases
• Bag fees
• Pet fees
• Priority boarding purchases
• Same-day change or standby fees
• Unaccompanied-minor fees

If the same service was provided on a replacement flight, American may determine that no refund is due.

How Long an American Airlines Refund Takes

American generally processes eligible credit-card refunds within seven business days after receiving the request and all required information. The card issuer may take additional time, potentially including one or more billing cycles, to display the credit. Ask for:

• The refund request number
• The amount approved
• The date the refund was processed
• The payment method receiving the refund
• Any remaining ticket or travel-credit value

American Airlines Delayed or Missing Bags

If a checked bag does not arrive, file a report before leaving the airport whenever possible. For a trip ending in the United States, Puerto Rico, or the U.S. Virgin Islands, American may allow the traveler to scan a QR code near baggage claim or file the report online. The report creates a 13-character baggage file ID. Keep this number because it is required to:

• Track the bag
• Submit additional information
• Request reimbursement
• File a claim if the bag remains missing

Reporting a Delayed Bag

For a domestic itinerary, report the missing bag as soon as possible and generally within four hours of arrival. Customers using certain luggage-delivery services may have a different reporting period. For international travel, report the delayed bag upon arrival and before leaving the airport. Save:

• The baggage claim check
• The boarding pass
• The 13-character file ID
• The delivery address
• The bag description
• Photographs of the bag when available

Bags Missing for Five or More Days

If a bag remains missing for five days or longer, American may require an additional online claim describing the bag and its contents. Provide accurate information about:

• The suitcase brand, size, and color
• Distinctive tags or markings
• Clothing and personal items inside
• Receipts or proof of value for expensive items
• The original flight and baggage tags

Do not inflate the value of the contents. False or inconsistent information can delay or undermine the claim.

Reimbursement for Necessary Purchases

American may reimburse reasonable and necessary items purchased while the traveler is away from home without the delayed baggage. Examples may include:

• Basic clothing
• Toiletries
• Other immediate necessities appropriate to the trip

Submit reimbursement documentation within the required period and include:

• The 13-character file ID
• Ticket receipt
• Baggage claim checks
• Original dated and itemized receipts

Avoid unnecessary luxury purchases and retain every receipt.

Automatic Checked-Bag Fee Refunds

Under American’s current policy, an eligible checked-bag fee may be automatically refunded when a mishandled-baggage report was filed and the bag was not delivered within the applicable period. The time period varies for domestic and international itineraries. The bag report must be completed correctly and on time for automatic processing.

Damaged Baggage and Missing Contents

Report damaged baggage promptly through the airport Baggage Service Office or American’s baggage-support process. Before leaving the airport:

• Photograph the damage.
• Photograph the baggage tag.
• Request a baggage file ID.
• Ask whether the bag should be repaired, replaced, or inspected.
• Keep all damaged parts.

American may distinguish between covered damage and normal wear, including:

• Minor scratches
• Scuffs
• Dirt
• Damage caused by overpacking
• Pre-existing damage

For missing contents, list the missing items and provide receipts or other proof of ownership when available.

American Airlines Lost and Found

Lost property is handled differently depending on where the item was lost.

Item Left on an Aircraft, at the Gate or in an Admirals Club

File American Airlines’ online Lost and Found report. Include:

• Flight number and date
• Departure and arrival airports
• Seat number
• A detailed item description
• Serial number when applicable
• Distinctive case, color, or markings
• Contact information

American may search for the item for up to 30 days and provide email updates when the property is located.

Item Lost Elsewhere in the Airport

Contact the airport’s lost-and-found department when the item was lost:

• In a terminal
• At baggage claim
• In an airport restroom
• At a restaurant or store
• In airport parking or ground transportation

Item Lost at a Security Checkpoint

Contact the TSA Lost and Found office serving that airport.

Lost Passport or Identification

Report a lost passport or government identification promptly to:

• American Airlines or the airport location where it was lost
• The issuing government agency
• Airport police when appropriate

Do not wait indefinitely for the airline’s search before taking steps to cancel or replace sensitive identification.

AAdvantage Customer Service

Call 1-800-882-8880 for AAdvantage account support. AAdvantage customers may need help with:

• Missing miles or Loyalty Points
• Award reservations
• Mileage reinstatement
• Expired miles
• Account login
• Name or profile updates
• Status benefits
• Upgrade requests
• Partner-airline activity
• Closing an account

Requesting Missing AAdvantage Miles

Before submitting a missing-mile request, gather:

• AAdvantage number
• Ticket number
• Boarding pass
• Flight number and date
• Partner confirmation or receipt
• Hotel, rental-car, or merchant documentation

Allow time for eligible activity to post before submitting a duplicate request.

Canceling an AAdvantage Award Ticket

Cancel an award trip before the first flight departs. Eligible miles may be reinstated and eligible taxes or fees refunded under the applicable award rules. Save the cancellation confirmation and verify that both the mileage balance and payment refund are correct.

American Airlines Special Assistance

Call 1-800-237-7976 for help arranging:

• Wheelchair assistance
• Mobility-device handling
• Assistance for hearing or vision disabilities
• Cognitive or developmental assistance
• Service-animal travel
• Portable oxygen concentrators
• Battery-powered medical devices
• Adjacent seating for a personal care attendant

Some requests, including service-animal and portable oxygen arrangements, may require advance notice and documentation. Add the request to the reservation and confirm it again before travel.

Disability Complaint During Travel

At the airport, request a Complaint Resolution Official when an accessibility problem cannot be resolved by the initial employee. For a disability-related issue after travel, call 1-800-892-3624 or submit a written Customer Relations complaint. Document:

• The airport and flight
• The assistance requested
• When the request was made
• Names or descriptions of employees involved
• Damage to mobility equipment
• Medical or transportation expenses
• The resolution requested

American Airlines Customer Relations and Complaints

Reservations handles future and active trips. Customer Relations handles compliments, complaints, and questions about travel that has already occurred. Use the online Customer Relations form for complaints involving:

• Flight delays and cancellations
• Missed connections
• Airport or gate service
• Employee conduct
• Cabin cleanliness
• Injuries or onboard incidents
• Seating problems
• Refund or reimbursement concerns
• Baggage follow-up
• Accessibility complaints

American Airlines Customer Relations mailing address:
American Airlines Customer Relations
P.O. Box 619619
DFW Airport, TX 75261-9616

American states that the online form generally produces a faster response than postal mail.

Information to Include in an American Airlines Complaint

Include:

• Passenger name
• Mailing address and email address
• Confirmation code or ticket number
• Flight number and travel date
• Origin and destination
• A concise timeline of events
• Names or descriptions of employees contacted
• Baggage, refund, or Customer Relations case numbers
• Receipts and other evidence
• The specific resolution requested

Do not include complete payment-card numbers, passwords, passport numbers, Social Security numbers, or private medical information in a public review.

How to Escalate an American Airlines Complaint

1. Use the correct department. Reservations, Baggage, Refunds, AAdvantage, Special Assistance, and Customer Relations handle different issues.
2. Connect the complaint to the trip. Include the confirmation code, ticket number, flight, date, and route.
3. Document the problem. Save boarding passes, receipts, photographs, bag tags, chat transcripts, and rebooking notices.
4. Request a case number. Retain the confirmation from every form or telephone contact.
5. State the requested resolution. Ask clearly for a refund, reimbursement, travel credit, mileage correction, baggage payment, or written response.
6. Reply through the existing case. Explain which part of the complaint remains unresolved.
7. Follow applicable deadlines. Baggage, refund, and travel-credit requests may have strict submission periods.
8. Keep sensitive information private. Submit identification or financial information only through an official American Airlines process.

American Airlines Customer Reviews and Complaints

CustomerServiceNumbers.com currently shows American Airlines with a rating of 1.0 out of 5 stars based on three reviews. All three CSN reviews were submitted in 2018, so the rating is a very small and dated sample rather than a current measurement of overall American Airlines customer satisfaction. The CSN reviews describe:

• Difficulty reaching a person: A reviewer described being unable to reach live assistance.
• Lost passport and poor follow-up: One customer reported that a passport left on a flight was found but never returned despite multiple reports and promises of follow-up.
• Onboard cleanliness and injury concerns: The same reviewer described boiling water being spilled on a passenger and another flight with vomit on the seat and armrest.
• Missed connection: A reviewer described a delayed flight and a connecting flight whose door allegedly closed before the arriving passengers could board.
• No overnight assistance: The passenger reported being unable to obtain hotel help after the missed connection.

More recent reviews on the related CorporateOfficeHeadquarters.com page describe:

• A prolonged mechanical delay involving several gate and aircraft changes
• Requests for airfare refunds and reimbursement of trip expenses
• Difficulty receiving a response after submitting a complaint
• Frustration reaching the correct customer-service department

These are individual reports and do not establish that every American Airlines customer will have the same experience.

What to Include in Your American Airlines Review

A useful review should explain:

• The route and date of travel
• Whether the problem involved reservations, the airport, the flight, baggage, a refund, or AAdvantage
• What caused the disruption when known
• Which support department was contacted
• Whether a case number was provided
• What American Airlines offered
• How long the response took
• Whether the problem was ultimately resolved

American Airlines Customer Service Frequently Asked Questions

What is the American Airlines customer-service number?

Call 1-800-433-7300 for English-language reservations and ticket assistance in the United States and Canada.

Is American Airlines customer service open 24 hours?

American lists English and Spanish reservations as available 24 hours a day. Its virtual assistant and online customer-service tools are also available around the clock.

What is the American Airlines baggage phone number?

American’s current official baggage page directs customers to its online baggage form, baggage tracker, and airport Baggage Service Office rather than publishing a national baggage phone number.

How do I report a delayed American Airlines bag?

File a report at the airport or through American’s delayed-bag process and keep the 13-character baggage file ID.

How do I contact American Airlines Lost and Found?

Use American’s online Lost and Found report for property left on an aircraft, at a gate, or in an Admirals Club. Contact the airport or TSA separately for items lost elsewhere.

How do I request an American Airlines refund?

Use the official refund page to submit a request or check an existing refund’s status.

Can I cancel an American Airlines ticket within 24 hours?

A qualifying ticket purchased directly from American at least two days before departure can generally be canceled for a full refund within 24 hours of purchase.

What is the AAdvantage customer-service number?

Call 1-800-882-8880.

What is the American Airlines Special Assistance number?

Call 1-800-237-7976 for accessibility and special travel arrangements.

How do I complain about a completed American Airlines flight?

Submit the online Customer Relations form with the confirmation code, ticket number, flight information, timeline, evidence, and requested resolution.

Where is American Airlines headquartered?

American Airlines Group Inc. and American Airlines, Inc. list their principal executive offices at 1 Skyview Drive, Fort Worth, TX 76155.

What is American Airlines’ corporate phone number?

The current corporate-office number is 1-682-278-9000. Reservations and consumer complaints should generally begin with the responsible customer-service department.

How American Airlines Compares With Other Airlines

• Delta Air Lines customer service: Provides domestic and international flights, SkyMiles, baggage support, airport assistance, and online complaint channels.
• United Airlines customer service: Operates a large domestic and international network with MileagePlus, baggage, refund, and accessibility support.
• Southwest Airlines customer service: Competes heavily in domestic travel with different fare, baggage, seating, and credit policies.
• JetBlue customer service: Offers domestic and international service with TrueBlue, baggage, refund, and in-app support.

When comparing airlines, consider route availability, schedule reliability, fare restrictions, bag fees, seat policies, travel-credit expiration, loyalty benefits, disruption procedures, and access to human support.

Related American Airlines and Consumer Help Pages

• American Airlines corporate office, headquarters and complaints
• Delta Air Lines customer service
• United Airlines customer service
• Southwest Airlines customer service
• JetBlue customer service
• Identify an unfamiliar airline or travel charge
• Check a suspicious airline email, text, call or refund offer
• Find airline chat and online customer-support options
• Read and share airline reviews

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate customer-service information and share their experiences since 2004. We are an independent consumer-help website and are not owned or operated by American Airlines Group Inc., American Airlines, Inc., American Eagle, or the AAdvantage program. Our goal is to provide more than a telephone number by helping travelers identify the correct department, understand refund and baggage procedures, document complaints, and report whether an airline resolved the problem.

Share Your American Airlines Customer Service Experience

Have you contacted American Airlines about a reservation, canceled flight, delay, refund, travel credit, missed connection, delayed bag, lost item, AAdvantage account, accessibility request, or employee complaint? Leave a review below and explain what happened, which department you contacted, whether a case number was provided, what resolution was offered, how long the process took, and whether American Airlines ultimately resolved the issue. Do not include passport numbers, ticket-account passwords, complete payment-card numbers, medical documents, verification codes, private addresses, or other sensitive personal information.

Customer Service Information Disclaimer

CustomerServiceNumbers.com is not affiliated with American Airlines Group Inc., American Airlines, Inc., American Eagle, AAdvantage, or any related company. American Airlines does not provide customer support through this website. Contact information and support links are provided to help consumers reach American Airlines directly. Reviews and complaints reflect the experiences and opinions of individual contributors.