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Refunds |
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Welcome to the American Airlines Travel Agency web pages. This page details American Airlines Policy and Procedure
with regard to Refunds and ADMs queries. Please use the links below to navigate to the subject of your choice. Additonally, you can use the mini-menu
on the right to return to the Homepage, or to navigate to other areas within the site.
Thank you for your continued support.
| Opening hours
| Contact details |
| Refund requests for passengers who booked/purchased a ticket directly with American Airlines |
| Refund requests for travel agencies with access to BSP |
| Schedule change/Flight Cancellation policy |
Opening hours
The refund services department in London handles refunds and
fare adjustments for Europe, Middle East and Africa and is open Monday to Friday (09.00-12.00) -GMT-, except UK holidays.
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Contact details
| Mailing Address: |
American Airlines
Refund Services
23-59 Staines Road
Hounslow - Middlesex
TW3 3HE, UK |
| Email: |
refunds.lon@aa.com |
| SITA: |
LONAAAA |
| FAX: |
+44-(0)870-762-1057 (International) |
Telephone numbers:
| Refunds are processed through London accounts |
| Country |
Extension |
Great Britain
Russia
Ireland
GSAs |
+44-(0)208-577-48-80
+44-(0)208-577-48-36 |
France
New Zealand
Australia
|
+44-(0)208-577-47-28 |
Spain
Portugal
Belgium
Netherlands |
+44-(0)208-577-4772 |
Germany
Austria
Switzerland |
+44-(0)208-577-48-68 |
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Refund requests for passengers who booked/purchased a ticket directly with American Airlines
This information is only valid in case the passenger purchased their ticket with American
Airlines directly, for refund requests on tickets issued by a travel agency,
the travel agency will be responsible for processing the refund.
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Refund requests for travel agencies with access to BSP
Travel agencies should process their refunds either through their
GDS or by using the "BSPLink refund notice".
To access the BSP link please go to: https://www.bsplink.iata.org*.
For instructions on how to use BSPLink please contact the local IATA/BSP office.
Important Notice:
The" BSPLink refund application should be used online to submit any refund requests to
American Airlines. Supporting documentation including original paper tickets and a
copy of the completed "BSPLink refund application" has to be submitted to the contact
details shown above. Refund fees may apply if the "BSPLink refund application" is not used.
- Refunds on lost tickets:
Please ask the passenger to submit the lost ticket refund request
through: www.refunds.aa.com*.
- The following refund requests need to be submitted to American Airlines:
- Refunds on aged tickets (please note that a refund fee of 100.00 USD or
equivalent in ticketing currency will apply and that that tickets older than 3 years from
issuing date will not be refunded.)
- Refund exceptions (i.e. cancellations due to force majeure - Hurricanes.)
- Credit requests (ACMs) on ticketing errors:
The "BSPLink credit (ACM) request" function must be used online to request a credit on fare,
commission, tax or refund, adjustments etc. Complete supporting documentation needs to be attached
to the request or submitted to the contact details shown below including a copy of the completed
"BSPLink credit request" form. Requests submitted outside BSPLink will
only be accepted in countries where this function is not activated.
Credit requests are only accepted within 9 months of date of ticket.
- Prepaids (PTAs):
A PTA refund is restricted as being refundable to the purchaser only. Service charges are
non-refundable. If the cancellation of the PTA is requested by the purchaser, the travel agency
must request authorisation from refund services.
- Refund fees (in addition to fees documented in the fare rules or on separate agreements):
- 25.00 GBP, 40.00 EUR, 50.00 USD or 60.00 CHF per ticket:
- Refunds on fully unused travel agency tickets submitted to American Airlines for
processing or validation.
- Refund requests submitted to American Airlines without using the "BSPLink
refund application" online (Countries where the "BSPLink refund module" is not active are exempt
from this fee).
- Credit requests (ACMs requests.)
- 100.00 USD equivalent in ticketing currency:
- Lost ticket applications.
- Aged ticket refunds.
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Schedule Change/Flight Cancellation Policy
In case of schedule change or flight cancellation travel agents should refer to the
following procedures when applying for a refund:
- As a reminder a refund in the original form of payment
may be processed only on advanced schedule changes
that vary more than 90 minutes from the original flight or
which involve a change from a non-stop to a connecting flight.
- For changes within 90 minutes passengers may be entitled to a
refund in the form of a voucher, only upon their request.
- In case of flight cancellation passengers may be offered a refund in the original form
of payment.
- As a reminder a refund in case of schedule change or flight cancellation can be processed by the travel agency directly through their GDS.
- Travel agencies may not process
this type of refund: they are only allowed to process a refund on schedule change or flight cancellation in case of bulk fares and opaque tickets.
- When applying for a refund due to schedule change or flight cancellation,
travel agencies are requested to attach documentation (PNR) showing processed
schedule irregularity to the refund application. An admin charge will apply.
For more information about our policy in case of schedule change or flight cancellation
please also refer to our
Booking Policy (Part 1) page.
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* Pages are hosted outside the AA.com UK website
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Information contained on this website is subject to change at any time without prior notice.
American Airlines shall not be liable for any consequences resulting from your reliance on the information.
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