Contacting customer service for any issue or concern can prove challenging and universally frustrating. Although American Airlines offers various options to resolve customer queries, their 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.
Contacting American Airlines customer service
Here’s the number to contact customer service within the U.S. and Canada:
After placing your call, the automated system guides you through a series of questions to direct you to the correct topic.
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.
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.
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.
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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.
Cargo and priority parcel customer service
American offers a separate customer service team, available 24/7, to help with all cargo related services, including:
Priority parcel service.
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.
Requesting a refund
If your goal is to request a refund, there’s no need to contact customer service since they don’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:
Help with your AAdvantage account
Contact info within the U.S. and Canada
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.
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 Twitter, Facebook or YouTube icons. This method of communication is used for feedback only and doesn't offer solution-based opportunities.
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The bottom line
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 their 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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