Posted: February 28, 2026 07:00 am ET
Industry: Airline Transportation
Jurisdiction: United States
Primary Regulator: U.S. Department of Transportation (DOT)
Important Safety Warning: Beware of fake customer service numbers on Google. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. American Airlines staff will never ask for your account password or PIN.
Level 1: Customer Support (Initial Complaint)
-
How to complain: Contact American Airlines Customer Relations via their official online webform at aa.com/customerrelations (this is their preferred and fastest method for post-travel complaints). For immediate live assistance, use the appropriate routing number:
-
General Reservations & Travel Issues: 1-800-433-7300
-
Special Assistance (Pre-Travel Arrangements): 1-800-237-7976
-
Disability Team (Post-Travel Complaints/Issues): 1-800-892-3624 (Select Option 3)
-
Hearing/Speech-Impaired: 1-800-735-2988 (or dial 711 for the National Relay Service)
-
Source Verification: American Airlines Special Assistance Contacts | American Airlines Customer Relations
-
Availability: The main 1-800-433-7300 reservations line is available 24/7. Special Assistance Coordinators (800-237-7976) are generally available Monday through Sunday, 6:00 AM to 8:30 PM CST.
-
Timeline: By DOT regulation (14 CFR § 259.7), U.S. airlines are legally required to acknowledge written consumer complaints within 30 days of receipt and provide a final substantive response within 60 days. (Note: Post-travel disability complaints left via voicemail at 800-892-3624 typically receive a callback within 24–36 hours).
Level 2: Formal Corporate Escalation (Notice of Dispute)
-
Who to contact: If standard support is unsuccessful, you must send a formal written notice of dispute by certified mail to their current corporate campus: American Airlines Group, Inc., Attn: Legal Department, 1 Skyview Drive, Fort Worth, TX 76155.
-
Source Verification: American Airlines Group Corporate Information
-
Timeline: Once received, allow the standard 60-day regulatory window for the corporate legal and customer relations teams to investigate and respond to your formal notice.
Level 3: Regulatory Authority (Government Ombudsman)
-
Authority: U.S. Department of Transportation (DOT) - Aviation Consumer Protection Division. The DOT handles complaints regarding flight delays, cancellations, refunds, baggage issues, and discrimination/accessibility violations (under the Air Carrier Access Act).
-
Portal/Contact: File a complaint online via the DOT’s official portal at transportation.gov/airconsumer/file-consumer-complaint.
-
Source Verification: DOT Aviation Consumer Protection
-
Timeline: You can file a complaint with the DOT at any time after attempting to resolve the issue with American Airlines directly. The DOT will process and serve your complaint to the airline, holding them to strict federal response timelines.
Level 4: Legal Action (Final Step)
- Pre-Litigation: Before pursuing legal action, carefully review the American Airlines Conditions of Carriage. Unlike telecom companies, American Airlines does not mandate binding arbitration for flight/passenger disputes; however, they strictly enforce a Class Action Waiver, meaning you must sue the airline in your individual capacity, not as part of a class.
- Court: If the regulatory and corporate routes fail, you may file a lawsuit in Small Claims Court for claims below your state’s limit. Ensure you bring all documentation, DOT complaint records, and baggage/ticket receipts.
- Source Verification: American Airlines Conditions of Carriage (Legal Limits & Waivers)
Community Action: Is American Airlines still ignoring your complaint? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right legal templates!