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Travel Notice Exception Policy - Travel Agency Guidelines


For ease and convenience and to better service our mutual customers, travel agents may be able to rebook, reissue or refund tickets for customers whose flights have been affected by events such as storms, floods, earthquakes, hurricanes, etc. Travel agents may offer assistance provided the customer’s travel meets the specific Travel Notice Exception Advisory, the PNR is properly documented, and the reissue or refund guidelines are met.

Please note some affected itineraries may have been proactively rebooked and reissued. In those cases, travel agents must contact American Airlines for assistance.

Travel Agent Travel Notice Reissue Guidelines

Travel agents may rebook and reissue tickets for their customers due to event related circumstances provided the following conditions* are met and or applied:

  • Travel has not commenced on the affected flight segment and the ticket has not been reissued by American Airlines
  • The first departure flight is more than 3 hours away
  • The customer has not checked in (If checked in, American Airlines must reissue the ticket)
  • Rebooking options may be permitted in the same class of service (inventory) or in the same cabin
    • Each Travel Notice Exception Advisory has its own specific parameters
    • Same class of service (inventory) - travel notice waiver code issued by American Airlines must be placed in the IT box and the endorsement box
    • Same cabin rebooking option - travel notice waiver code issued by American Airlines must be placed in the IT box and the endorsement box
    • No change of cabin rebooking allowed; must contact American Airlines
  • Reissue and travel must be in accordance to dates identified in the applicable Travel Notice Exception Advisory
  • One change permitted without penalty fees, Change Fee or External Reissue Charge (ERC)
  • Tickets can only be reissued by the agency that originally issued the ticket

*Note: Please review the specific Travel Notice Exception Advisory located in Agency News as conditions are subject to change.

Required Documentation for Reissue

Document the PNR with the following OSI message entry:

  • 4OSI AA Reissue per XXXXX (Enter event name) / Month Day Year (See advisory for date)

IT Box/Endorsement Box:

  • Waiver code XXXXX (See specific event located in Agency News for waiver code) for rebooking same class of service (inventory) /same cabin
  • Waiver code XXXXX (See specific event located in Agency News for waiver code) for rebooking origin/destination (alternate city)** if allowed

**Note: Changes to origin/destination may result in an increase in fare. Any difference in fare between the original ticket and the new ticket must be collected at the time of ticketing.

As long as travel meets the travel notice exception advisory guidelines and the PNR is properly documented you do not need to call the Sales Support Centers. Travel Agents must complete the reissue transactions for their customers.

Travel Agent Travel Notice Refund Guidelines

If a customer’s American Airlines, American Eagle, American Connection® flight validated on 001 is cancelled due to a Travel Notice Exception Advisory, and no other alternate flights are acceptable, travel agents may refund a totally unused non-refundable ticket(s) through normal ARC processing. PNR / REN must be documented as noted below.

  • Review the specific Travel Notice Exception Advisory – located in Agency News as conditions are subject to change
  • Waiver code box on the IAR/Refund detail screen must be noted in the following format: XXXXX
  • Document the PNR with the following OSI message entry:
    • 4OSI AA Refund per XXXXX (Enter event name) / Month Day Year (See advisory for date)

If a ticket has already been reissued by American Airlines or the ticket is partially used, travel agents must submit the refund request online at American Airlines Refunds.
Note: The online refund form is applicable to U.S. and Canada based agencies only.

As long as travel meets the travel notice exception advisory guidelines and the PNR is properly documented you do not need to call the Sales Support Centers. Travel Agents must complete the refund transactions for their customers.

Groups
Group reservations must be changed by AA Group & Meeting Travel.



 


Updated October 16, 2014

Information contained on this website is subject to change at any time without notice. American Airlines shall not be liable for any consequences resulting from your reliance on the information.