American Airlines's 800-535-5225 phone number was originally set up to help with baggage-related issues. Customers could call the number to receive assistance with missing, delayed, or damaged baggage.
Unfortunately, this service line is no longer active. When I called recently, I was connected to an automated message informing me that I had reached a number that is no longer in service. The message indicated that I could get help with my baggage-related concerns on the American Airlines website, specifically at www.aa.com/baggage.
I navigated to this site to get baggage-related information for an upcoming flight. There are two primary ways to get assistance on this American Airlines web page. The first is to fill out a contact form on the page. The form allows you to select from several options, such as damaged baggage, missing contents, or delayed baggage. From there, you can submit an online claim or attempt to track your missing items.
Alternatively, you can navigate to a page that has additional information regarding the American Airlines baggage policies. It provides details about how and when to report delayed bags and an overview of that process.
I was primarily interested in the specifics of the American Airlines carry-on bag policy. I needed to know the size of the carry-on bag I was permitted with a Basic Economy ticket for an upcoming flight. I was able to access this information fairly quickly — it only took me two clicks from the landing page I’d been referred to by the automated message.
I didn't have to enter any information about myself or my flight to obtain details about American Airline’s baggage policy. Had I been seeking information about baggage that was lost or damaged, I would have needed to input a 13-digit baggage number. If you’re planning to use this website to track or file a claim about your baggage, you’ll need to have that number handy.
While it was disappointing that I wasn’t able to speak to a customer service representative by calling this line, I was pleased that the automated system directed me to an alternate source of assistance. I got an answer to my question easily using the web page to which I was referred. However, for a customer with a more complex question or the need to speak with a representative, it would be nice if American Airlines also provided an alternate phone number to call.