[antonego]

AA customer service does have an email address. It is Customer.Relations@AA.com.

Why is this important? Because submitting a complaint to AA is trying.

I called AA and tried to get through to customer service. The responses were...

• The easiest way to reach Customer Relations is via email or fax (anyone using fax these days?!).

• We do not have an email address for the Customer Service department.

• We do not have a Customer Service department (!!!).

• The only way to contact customer service is via email and the only way to email is via the AA website. etc. etc.

So I went to the website to contact customer service. There is a form to fill. When I filled the form and hit Submit I kept getting an error message. But the error was not pointed out for me to fix. Two days and 4 different machines later I had still not submitted by complaint. So I called their Online Department and got a truly Kafkaesque response: "If you use special characters a bug is triggered." When I asked for the list of characters I should avoid I was told "Special characters such as a hyphen". When I would not give up, the call quickly deteriorated to: "Sir, you need to be in front of a machine for me to help you. (Click)."

So I went online and Googled the customer service email address. It was easy enough to find. Why does AA not display the email address anywhere on their site? Or in the lengthy voice message you get if you call AA headquarters in Texas? Why do their agents deliberately misrepresent the truth and say that there is no email address for customer service? Why is a form that is supposed to gather customer feedback designed to fail?

Question: Is it a legal requirement for airlines to have an email address at which customers can send their complaints?

It is my intention to call as many AA phone agents as possible and tell them that the email customers are looking for is Customer.Relations@AA.com