Accessibility Feedback Process
American Airlines welcomes feedback from customers, employees, stakeholders, and the public about the accessibility of our services. We value the lived experience of people with disabilities. We believe continuous feedback from our customers with disabilities is necessary to improve the accessibility of our services.
This Feedback Process Document describes how American Airlines receives and responds to feedback as required by the Accessible Canada Act.
General Description
American Airlines welcomes your feedback on:
- Our implementation of the American Airlines Accessibility Plan.
- Barriers encountered by American Airlines customers, employees, and other people accessing our services.
- Any other matters regarding accessibility.
Use of Feedback
American Airlines Customer Relations will be responsible for receiving and acknowledging feedback. We will acknowledge all accessibility feedback we receive, except for anonymous feedback. A dedicated Accessibility Plan Outreach Coordinator has been designated to receive this feedback.
Your feedback will be used to advance the objectives in our plan and improve the overall accessibility of our services. Feedback will be included in our progress reports, which are published in the years between our updated accessibility plans.
Providing identifying information in your feedback, such as your name or travel routes, allows us to acknowledge and communicate with you about your feedback, in accordance with the Accessible Canada Act. It can also help us identify barriers specific to certain locations where we provide services.
Anonymous feedback will be accepted and considered, but we may not be able to acknowledge receipt of your feedback and provide you with any follow-up responses.
Submitting Feedback
To submit your feedback about the American Airlines Accessibility Plan, the accessibility of our services, or to request a copy of the Accessibility Plan and the Feedback Process in an alternative format, please use one of these channels:
| Channel | Contact information | Description |
|---|---|---|
| Phone | 682-278-9000 | To request a copy of, or to provide feedback on the accessibility plan |
| Phone | 800-892-3624 682-286-5070 (International) 800-735-2988 (Hearing or speech-impaired assistance) |
To provide feedback on accessibility on American Airlines or a concern regarding disability assistance |
| Web form | Contact American | – |
| accessibility.feedback@aa.com | ||
| Mail address | American Airlines Customer Relations 4000 E. Sky Harbor Blvd. Phoenix, AZ 85034 |
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