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American Airlines Group Inc complaints

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PO Box 619612 MD 2400
Dallas, TX 75261 | Get Directions

(817) 786-3778

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Total Amount in Dispute:
$185,577.00

Total Amount Settled:
$1,330.00

Complaint Experience

14%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

57 complaints against American Airlines Group Inc closed in last 3 years.

Complaints	Type of response
3	Making a full refund, as the consumer requested
0	Making a partial refund
5	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
48	Unanswered

57 complaints against American Airlines Group Inc

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5/2/2024

RESPONSE: Complaint was not answered Amount in Dispute: $500.00 Amount Settled: $0.00

Customer Complaint

4/8/2024

American Airlines delay caused me emotional distress, I couldn't get home after the death of my husband. The flight was so delayed I couldn't catch the next flight to get home. After the news and accident of my husband I was so out of my mind and was stuck in the airport. Their was no delay or problem when they take your money. The inconvenience and stress of this is to overwhelming. Resolution Sought Give me my money back, I didn't get the service I paid for. They need to go out of business, if all they have to offer is bad service. Never taking American Airlines again in life

4/29/2024

RESPONSE: Complaint was not answered Amount in Dispute: $1,000.00 Amount Settled: $0.00

Customer Complaint

4/3/2024

I have been in contact with American Airlines about our delay in flight . I have gotten documents that they have asked for and have jumped through just about every hoop that they have thrown at me. I just want what is owed me and the other guest that traveled with us and that is compensation for the night we we missed at the resort in Negril,Jamaica. February 26, 2024 Hello Julie: Thank you for reaching out to us again. I am very sorry for any frustration this has caused. However, the only receipt we can review from a hotel is the folio receipt or you may send a credit card summary of your payment. It must include the credit card number last four digits and the customer that paid for the expense, including the expense. You may white out any other information. On behalf of everyone at American Airlines, Julie, please know that we appreciate you very much. As an AAdvantage® member, your business means a great deal and we hope to have the opportunity to rebuild your confidence in us. It would be our pleasure to serve you again. Sincerely, Lori Keri Customer Relations American Airlines AA Ref#1-3363028542 Resolution Sought I want what the compensation that they have been telling me I would receive as well as the other guest that traveled with us.

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