Customer relations

Good or bad, we want to hear from you

Contact Customer Relations with compliments, concerns and questions about your past travel.

Contact us online

Use our online Customer Relations form for a faster response than sending a letter through the mail.

Complete the online Customer Relations form

The information we’ll need:

  • Your contact information, mailing address and email address
  • Your confirmation / record locator or ticket number
  • The flight number, date of travel, and your origin and destination

Additional information

An Online Dispute Resolution platform has been set up by the European Commission which provides easy access to alternative dispute resolution (ADR).

Please note, American Airlines are not currently subscribed to an approved ADR scheme therefore neither the ODR platform nor any approved ADR providers will be able to accept your complaint.

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Although we would ask that you reach out to American Airlines Customer Relations first, you can log your complaint with CAA’s Passenger Advice and Complaints Team (PACT) by completing the online complaint form via the CAA website. Under the subtitle ‘How the CAA can Help’ you will need to click on the link ‘Refer your complaint to us’. You can then access the CAA’s consumer portal where you can submit your complaint to PACT. If you prefer, you may also send an email to passengercomplaints@caa.co.uk.

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If you wish to send an email to American Airlines Customer Relations directly, we ask that you include your record locator or ticket number, mailing address, flight numbers, origin and destination cities, dates of travel and full explanation of the reason for your contact.

Send your email to customer.inquiry.uk.1@aa.com using the email subject “UKInquiry-”. If you do not include this in the subject, we will not receive your inquiry. Please note that emails sent via this method will take longer for us to reply to than if you use the webform.

Need help with something else?

Contact us by mail

If you prefer to send us a letter, keep in mind it may take longer for us to receive it through the mail and our response may be delayed. Be sure to include the same contact and travel information.

American Airlines Customer Relations
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034