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Customer Service


Please note there is a € 45 service charge per ticket for telephone bookings, € 65 for Round-the-World itineraries and € 55 for Airport Ticket Office transactions in Germany. Voluntary changes to a ticket that does not contain any flight operated by AA may incur a service charge in addition to any change charge applicable to the fare. These charges apply to flight bookings only.

Reservations / AAdvantage® / Web Support
Phone: 0180 511 3709
Calls to this number are charged at € 0.14 per minute from a landline and a maximum of
€ 0.42 per minute from mobile phones
Opening hours: Mon - Fri: 08:00 - 17:30 (German)
Mon - Sun: 24-hours (English)
Sat - Sun: closed (German)
Contact For:

General enquiries
Booking a flight
Booking a hotel, car and cruises*
Booking award travel
Checking upgrade availability, or the status of an upgrade request
General questions for award travel using American Airlines or other participant airlines
Award reinstatements
AAdvantage Account information
General programme questions about earning and using miles
Promotion registration
Missing mileage and account problems
Elite status and benefits
Website booking/Password Assistance
Website Navigation
Website Technical Support
Website Comments and Questions

* Service handled by Tourico Holidays

   
Customer Relations
Address:

Email AA Customer Relations

Contact For: Praise/Compliments
Concerns/Complaints
Suggestions/Comments
Still on your trip or haven't yet departed? Please contact American Airlines Reservations. Phone numbers are listed under Reservations above.
   
Baggage Service Information
Contact:

+49-(0)69-690-328-21 during office hours
+49- (0)69-690-259-51 during flight arrival
Email Baggage Service

Opening hours: 06:30 - 13:30
  The baggage section is located in the terminal 2 in Arrival Hall E
   
Cargo
Contact: +49-(0)69-69-806 820
+49-(0)69-69-806 821
Contact Frankfurt Cargo
   
Refunds

  • For paper and electronic tickets issued by a travel agency or travel agency website, passengers must contact their travel agency directly.
Please note that once your travel agency has requested the refund, you can check the status of your refund on
www.refunds.aa.com
You can also use this site if you need another receipt.

  • Booking made with American Airlines Reservations, AA.com or any American Airlines websites.
    • You can now request refunds and check the status of a refund at www.refunds.aa.com
    • You can also use this site if you need another receipt.
    • Alternatively, contact Reservations.
  • Paper tickets issued by American Airlines
    • If you are holding a paper ticket, please mail the original ticket and boarding pass (if partially used) to the address below. Please keep a copy of your tickets.
American Airlines
Refunds Department
23-59 Staines Road
Hounslow
Middlesex TW3 3HE
England
Fax: +44-(0)87-076-21057