How to Contact American Airlines Customer Service

Phone is usually the best way to reach a customer service agent, except when you're looking to get a refund.

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Contacting customer service for any issue or concern can prove challenging and universally frustrating. Although American Airlines offers various options to resolve customer queries, its specialized customer service structure may be difficult to navigate if you’re not familiar with the system.

The customer service department can help with any travel-related topics. However, you need to contact a different department for refunds, AAdvantage member topics, cargo and parcel services, or customer relations issues, including all post-travel questions, complaints or disputes.

Here’s a breakdown to help you navigate the challenging American Airlines customer service system.

American Airlines customer service phone number

Here’s the number to contact customer service within the U.S. and Canada:

  • 800-433-7300.

After placing your call, the automated system guides you through a series of questions to direct you to the correct topic.

What types of things can customer service help with? You can call for reservations, ticket changes or cancellations, delayed or canceled flights, receipts, baggage questions, special assistance or any other current travel questions.

Nerdy tip: Generally, the quickest way to get through to a live agent is by pressing 0 at every prompt. Then, you’ll have the option to press 3 to remain on hold or press 1 to receive a call-back.

Didn’t get the answer you’re looking for? You can call back and speak to another agent who may have more experience or training or ask to talk with a supervisor.

AAdvantage appBy app

You can also contact customer service directly through the American Airlines app; however, you must be an AAdvantage member to use this new feature. Download the app and log in to your account. Tap the chat bubble icon on the home screen to connect directly to a customer service team member. There is also a 24/7 virtual help tool within the app.

American Airlines on Twitter

Although it's not the fastest way of getting an answer to your question, using Twitter could be a great way to get your problem solved if you feel like the other methods aren’t working. Since Twitter is public facing, the American’s customer service reps on Twitter can be more sympathetic to your needs. 

The airline’s Twitter account is @americanair and its Twitter page is pretty active with reps trying to solve problems. 

Cargo and priority parcel customer service

American offers a separate customer service team, available 24/7, to help with all cargo related services, including:

  • General cargo.

  • Priority parcel service.

  • Animals.

  • Human remains.

Go to the dedicated web page to book or track your shipment, find your cargo terminal, download schedules, or find a specific department email or phone number.

The American Airlines cargo phone number is 800-228-7878.

Requesting a refund

If your goal is to request a refund, there’s no need to contact customer service since the department doesn’t handle refunds and will direct you to the website.

Go to AA.com/refunds, where you’ll have the option to request a refund or check the status of a refund. At this time, there isn't a phone number; to make contact, you must use the website or mail.

If you need to contact the refund department after you have requested a refund:

  • Go to AA.com/refunds and scroll down to the bottom of the page.

  • Under "Customer Service," click on "Contact Refunds."

  • There you'll have the option to voice your concerns about a refund.

You can also fax the refund department at:

  • 800-892-3447

  • International: 480-693-2759

Help with your AAdvantage account

If you have questions about your AAdvantage account, you can call for account-related questions, booking or canceling award travel or checking program benefits.

Contact info within the U.S. and Canada

  • 800-882-8880

  • Monday - Friday

  • 8 a.m. - 7 p.m. (CT)

Contacting customer relations

The customer relations department can assist you with any post-travel related questions, compliments, concerns or disputes. For example, if you experienced a problem on your flight you have the option to reach out by mail at:

American Airlines Customer Relations

4000 E. Sky Harbor Blvd.

Phoenix, AZ 85034

You can also go to the "Customer Relations" page and send them an email by clicking on this link.

Please note that American doesn't currently offer a method to contact the customer relations department by phone.

Social media feedback platforms

If you’d like to offer feedback about your experience with American Airlines, you can scroll down to the bottom of the AA.com page and click on the Facebook or YouTube icons. This method of communication is used for feedback only and doesn't offer solution-based opportunities.

Final thoughts on contacting American Airlines customer service

There are a variety of methods for contacting American Airlines, depending on your specific needs. If you want to book a flight or have other travel-related questions, your best option is to call the 800 number or reach out on its app.

AAdvantage members are best served by calling the AAdvantage department. For refunds, bypass customer service and go directly to the refund site.

If you’re planning to send cargo, there's a separate customer service team. And if you have comments or concerns after completing your flight, you can use the customer relations page. Following these guidelines will help you streamline your customer service experience considerably.


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