Death Exception Ticket Change Waiver

For situations when a customer needs to reschedule their flight plans due to a death in the family, a ticket change waiver may be applicable. For a ticket change waiver, the customer must provide a copy of the death certificate at check-in on the day of departure.

The customer or the agency may call American Airlines Reservations to rebook and reissue the ticket. The change fee will be waived provided the customer presents the death certificate at check in.

If the death certificate is not available to present at check-in, the ticket change will be collected by the airport.

The customer may request a refund of the ticket change via Passenger Refunds. Learn more about refunds related to death or illness.

Travel agency that reissued tickets due to a death may submit the death certificate and request a refund of the change fee for the customer via email at american.support@aa.com

Required information in the email:

  • A copy of the death certificate
  • E-ticket number
  • PNR
  • Customer’s relationship to the deceased

Definition of Immediate Family Member

Immediate family members are: spouse, domestic partner, children, sons-in-law, daughters-in-law, grandchildren, brothers, brothers-in-law, sisters, sisters-in-law, parents, fathers-in-law, mothers-in-law, and grandparents.

Immediate family members also include: stepparents, stepsisters, stepbrothers, half-sisters, and half-brothers.

Updated April 24, 2014