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ashes policy flying

American Airlines possibly the worst customer service ever!

Firstly, if you have come to this page to find out what the policy is for carrying ashes on an American Airlines flight is, I am afraid I have to disappoint you. I am still none the wiser.

Below is a transcript of my investigations. The thing I find most ironic is that all we hear in the UK is customer service in the US is top of the pile. And what with American Airlines being one the countries biggest brand you might expect that they are on top of their game….. err …. no. This has been without a shadow of a doubt the worst airline I have had to deal with, even the the fabled customer service of Ryanair was ahead by leaps and bounds!!

So here we go:

Us: Hi Could you please let us know what you policy is for carrying cremated remains on an American Airlines flight, we get a number of enquiries and it would helpful if would could people’s minds at rest as this is often a stressful experience. (this is not verbatim)

AA: Thank you for contacting Customer Relations.

Based on the information you have requested, we have determined that our reservation personnel can better address your concerns. They can be reached via 1-800-433-7300 and are available to assist you 24 hours a day, 7 days a week. If you are calling from outside the United States or Canada, please click on the URL below to determine the reservation center or General Sales Agent nearest you. Please have your flight details readily available to provide the representative.

Should you require similar assistance with reservations in the future, we recommend you call the above number for a more expeditious response. We have an around-the-clock dedicated staff of professionals eager to resolve concerns for customers holding open reservations. If you still have questions or concerns after your trip is completed, we’d be happy to hear from you in Customer Relations.

Mr. Martin, we appreciate your business.

Us: Thanks very much, do they possibly have an email address… Cheers Richard

AA: Thank you for contacting American. The email address you have written to is an unmonitored account. We would love to hear from you and we encourage you to contact us at

Us: Could you please be a little more helpful on this delicate issue?

AA: Thank you for following up with us.

I apologize if the previous response was unhelpful to you.

Per your request, here is the contact number for UK Reservations 0844-369-9899, 0207-660-2300 / .05GBP/minute, plus your phone company’s access charge. There is no email address available to provide. I apologize if this causes you any inconvenience.

Mr. Martin, I hope that this information is helpful. We look forward to welcoming you onboard.

So a customer services department that can’t be contacted by email and a premium rate number should you need to speak to them. Shame on you.


4 thoughts on “American Airlines possibly the worst customer service ever!

  1. Reply
    Hilary Lloyd - 9th June 2022

    I contacted American Airlines today and the lady was extremely helpful and told me that I didnt need any special paperwork I just needed to carry the ashes in my carry on luggage and ensure that they could go through the x-ray machine.

    1. Reply
      Richard Martin - 22nd June 2022

      That is good news Hilary, well done American Airlines

    1. Reply
      Richard Martin - 20th March 2019

      Brilliant thank you

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