Customer Service Plan
American Airlines and American Eagle are in business to provide safe, dependable and friendly air transportation to our customers, along with numerous related services. We are dedicated to making every flight you take with us something special. Your safety, comfort and convenience are our most important concerns. In June 2007, American Airlines and other members of the Air Transport Association agreed to prepare and submit to the Department of Transportation (DOT) service plans addressing particular issues of consumer interest.
American Airlines and American Eagle submitted their joint Customer Service Plan to the DOT on September 15, 1999.
Please see the complete
Customer Service Plan.
Contingency Plan for Lengthy Tarmac Delays
Overview
Providing for the essential needs of our customers during flight irregularities is a key component of our customer service philosophy and commitment.
Every American Airlines and American Eagle U.S. airport team has a comprehensive contingency plan in place to respond to operational challenges. Each plan ensures we will have adequate resources available, and designates a control person to coordinate the activities of the local team, as well as to communicate with our central operations center. At each U.S. airport we serve, or utilize for U.S. diversions, we have coordinated our plans with the local airport authority (including terminal operators, where applicable), U.S. Customs and Border Protection (CBP) and the Transportation Security Administration (TSA) and other airlines that serve the airport.
Limits of onboard ground delays
Our plans stipulate that when a flight experiences a lengthy tarmac delay, customers will be offered snack food and potable water no later than two hours following gate departure or flight touchdown. Should a customer require urgent medical attention at any time, assistance will be provided. If aircraft lavatory servicing becomes necessary, this will be accomplished as soon as conditions will safely allow. On domestic flights customers will be given the opportunity to deplane the aircraft before the ground delay exceeds three hours. On international flights operated by American Airlines or American Eagle, customers will be given the opportunity to deplane before the delay exceeds four hours.
Communication
Passengers on delayed flights will receive notifications regarding the status of the delay every 30 minutes while the aircraft is delayed, including the reasons for the tarmac delay, if known. Passengers on a delayed flight will be notified beginning 30 minutes after the scheduled departure time and every 30 minutes thereafter that they have the opportunity to deplane from an aircraft that is at the gate or another disembarkation area, if the opportunity to deplane actually exists.
At American Airlines and American Eagle, the safety and comfort of our customers is always an important priority, especially during flight delays. We are confident our contingency plans will lessen your inconvenience.
Conditions of Carriage
Please see the full Conditions of Carriage
for details regarding your rights and American Airlines' responsibilities.
AMR Reports On Social Responsibility
American Airlines is the first domestic airline to have a fully-integrated, triple-bottom-line record of its corporate citizenship, economic impact and environmental performance. The Corporate Responsibility Report (CRR) represents the company's efforts to include a more in-depth look at the social and economic aspects of the airline.
The report meets the Global Reporting Initiative (GRI) Level C reporting, which produces one of the world's most prevalent standards for sustainability reporting - also known as ecological footprint - guidelines.
Through its CRR, American aims to provide a clear picture of its commitment to being a responsible corporation and describe the steps it is taking to meet the commitments made to the company's many constituencies. The report also highlights how AMR's employees demonstrate genuine care and citizenship in communities around the world beyond compliance with government rules and regulations.
Download the full Corporate Responsibility Report in PDF format.
