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Travel Agency
XClose Agency Debit Memo Tips

Reminder: Debit memos may be issued whenever an agent fails to follow the rules of the fare or makes an error in booking or ticketing.

1.0 ADM issuance / distribution:

1.1 ADMs may be issued for any type of violation such as, but not limited to, fare rule, ticketing, tax, commission, sales reporting or refund violations

1.2 ADMs are not commissionable, i.e., an Agent may not withhold commission from ADM proceeds remitted to American Airlines

1.3 American Airlines may charge administration fees of EUR40.00//CHF60.00//GBP35.00//USD50.00 per ticket per respective country

1.4 Fare rule violation ADM amounts may equal up to the difference between the fare ticketed and the most unrestrictive published fare for the transportation provided

1.5 American Airlines uses BSPLink for ADM and ACM distribution where available

2.0 ADM disputes:

2.1 American Airlines accepts notice of and processes disputes within the timeframes outlined in IATA Resolution 850m

2.2 ADMs that are disputed must be processed using the BSPLink ADM dispute functionality

2.3 In case the ADM latency period established by the local BSP is shorter than the dispute timeframe (see Para. 2.1), the remaining disputes must be submitted by email. The respective email address is specified on the ADM.

2.4 Notwithstanding the timeframes referenced in Para 2.1 above, American Airlines retains the right to require settlement or other resolution of disputes outside the BSPlink process for items aged over the 60 day time limit.

2.5 The Agent's grounds for disputing any ADM must be specific in detail. All relevant supporting information is to be provided to American Airlines. Agents should not dispute an ADM where the reason for issuance is valid and evidence to the contrary is not available.

2.6 If the requirements listed in 2.5 above are not submitted in a clear, complete and concise manner, AA will not consider the memo to be "in dispute" and will reject the claim.

2.7 AA reserves the right to inhibit booking/ticketing capabilities for any agent as a direct result of non-payment of debit memos.

For any Agency Debit memo queries please contact us at BSP.LON@aa.com

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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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Contact Us

United Kingdom

Reservations / AAdvantage® :

+44 (0)207 660 2300

+44 (0)844-369-9899
(0.05 pence per minute. Network charges may apply)
Monday - Sunday: 24hours

Sales Support: lon.support@aa.com

Groups:

IATA bonded agencies:

 

 


non IATA bonded agencies
and group leader/organiser:

Correspondence
Groups and Sales:


Fax:

lon.groups@aa.com

For new requests IATA travel agents must complete this form







www.aa.com/groups*



Waterside (HAA3) PO Box 365, Harmondsworth, UB7 0GB


+44 208 577 4839

Customer Relations: www.aa.com/contactAA
Baggage:
Delayed/Lost Baggage
Lost and Found
London Heathrow 0208 750 1035
0208 750 1018
06:00 - 20:00 Every day
Manchester 0161 489 5847
09:00 – 13:00 Every day
Check on line
Refunds: Refunds


Ireland

Reservations / AAdvantage®: 0818 710 299
(0.05 cents per minute from a standard Eircom telephone. Calls from mobiles, charge cards and other networks may cost more.
Monday - Sunday: 24hours
Sales Support: lon.support@aa.com

Groups:
IATA bonded agencies:

 

non IATA bonded agencies and group leader/organiser:


Correspondence Groups and Sales:


Fax:


lon.groups@aa.com

For new requests IATA travel agents must complete this form

www.aa.com/groups*


Waterside (HAA3) PO Box 365, Harmondsworth, UB7 0GB


+44 208 577 4839

Customer Relations: Email AA Customer Relations
Baggage:
Delayed/Lost Baggage
Lost and Found
01 944 6181
07:00 - 14:00 Every day
Check on line
Refunds: Refunds

While in the United States or Canada

Reservations:   1-800-433-7300

Links marked with * will redirect you to the AA.com U.S. website or other external 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.

XClose Refunds

Contact Us:

The refund services department in London is open Monday to Friday (09.00-12.00) -GMT-, except UK holidays.

United Kingdom +44 208 577 4880 or
and Ireland +44 208 577 4836
 

refunds.lon@aa.com

  LONAAAA
  Waterside (HAA3), PO Box 365, Harmondsworth, UB7 0GB
Fax: 0870 7621057

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.

  • Refund request on electronic tickets paid by credit card:
    The refund request needs to be submitted through: www.refunds.aa.com*.
  • Refund request on paper tickets (both credit card and cash), electronic ticket paid in cash, cheque or transportation voucher:
    The details of the booking, the original ticket, the address and the full bank details (not for credit card refunds) need to be submitted to the contact details shown above. Subject to tariff rules associated with the ticket a refund may be processed to the original credit card/the bank account or a transportation voucher may be issued which can be redeemed within one year on a new ticket on American Airlines.
    Please remind the passenger that they should keep a copy of any documentation or tickets sent to American Airlines.
  • Refund on lost tickets:
    A lost ticket application needs to be completed online by the passenge through: www.refunds.aa.com*. A travel agency may issue a replacement ticket and submit the lost ticket application online. However, they may only do so in accordance with fare rules applicable on the day of issuing the replacement ticket.
    Please note that tickets that have been lost or stolen can be reissued at the original fare only at an American Airlines ticketing location.

    Tickets may be reissued by a travel agency if lost in the post using the ticket replacement authority (TRA, only applicable to UK travel agents.) A service charge of 100.00 USD or equivalent in ticketing currency is applicable for processing lost ticket applications.
  • Queries:
    The status of a credit card refund can be checked on www.refunds.aa.com*. For any further questions the passenger should contact the Refunds Department directly.
  • Tickets sold in the United States:
    Refunds can be claimed through: www.refunds.aa.com* if the payment goes to credit card or to an address in the United States. Alternatively refunds can be sumbitted to American Airlines refund services in Tulsa:

    For Regular Mail:
    American Airlines
    Passenger Refund Services
    P.O. Box 200025
    El Paso, Texas 88520-0025
    Phone: 918-254-3777
  • Payments:
    Please note that refunds are processed to their original form of payment only. For tickets paid by cash or cheque the passenger will need to supply full bank details.

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.)
  • 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):
  • 35.00 GBP, 40.00 EUR, 50.00 USD or 60.00 CHF by ADM per ticket:
    1. Refunds on fully unused travel agency tickets submitted to American Airlines for processing or validation.
    2. 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).
    3. Credit requests (ACMs requests.)
  • 100.00 USD equivalent in ticketing currency:
    1. Lost ticket applications.
    2. Aged ticket refunds.

Refund Due To Schedule Change Or Flight Delay
In case of a schedule change or flight delay travel agents should refer to the following when applying for a refund.

  • Schedule change or flight delay of 60 minutes or less
    • Not eligible for refund
  • Schedule change or flight delay of 61-120 minutes
    • Eligible for refund to voucher only. Must be processed by AA Refunds only
  • Schedule change or flight delay of more than 120 minutes
    • Eligible for refund to original form of payment. Process in GDS,  if reissued or partially used through Refund Application

Refund Due To Flight Cancellation

  • In case of a flight cancellation passengers may be offered a refund in the original form of payment. Process in GDS,  if reissued by AA or partially used through Refund Application


Non-refundable Tickets: Death or Illness

International Non-refundable Tickets: Death or Illness
Non-refundable tickets cannot be refunded. However, American Airlines may review for an exception under the following circumstances:

  • Death of the passenger, traveling companion, immediate family member
    • In the case of the death of the passenger, a traveling companion or one of their immediate family member, the change fee may be waived or the ticket refunded, unless otherwise amended by the provisions in the individual rules, provided a copy of the death certificate is available. Process through GDS and keep documentation on file, if reissued or partially used through Refund Application with documentation in attachment)
  • Illness of the passenger, traveling companion, immediate family member
    • Tickets issued prior to December 8th, 2010 - if the customer, traveling companion is not traveling due to their illness of an immediate family member, a refund to the original FOP can be processed though your GDS with medical documentation if authorized by fare rules. If reissued or partially used through Refund Application with documentation in attachment.
    • Tickets issued on or after December 8th, 2010 - if the customer or traveling companion is not traveling due to illness the ticketed flights for travel must be cancelled prior to departure to have the value of the ticket for future travel. All penalties, rules/restrictions apply for new travel. American Airlines will no longer accept a doctor's note to waive charges.

 

Domestic Non-refundable Tickets: Death or Illness
Non-refundable tickets cannot be refunded. However, American Airlines may review for an exception under the following circumstances:

  • Death of the passenger, immediate family member, or traveling companion
    • In the case of the death of the traveling companion, immediate family member of a passenger/ traveling companion the change fee may be waived or the ticket refunded provided a copy of the death certificate is presented to American Airlines though a Refund Application. The refund will be in the form of a non-refundable transportation voucher that may be used for future travel on American Airlines only.
    • In the case of the passenger's death the refund will through the original form of payment. Process through GDS and keep a copy of the death certificate on file.

Links marked with * will redirect you to the AA.com U.S. website or other external website


Refund of Taxes and Fees

  • For non-refundable fare tickets, any surcharge/Q/ or service fee/YQ YR/ that has been collected will be nonrefundable.

For nonrefundable tickets upon written request, American will refund taxes and fees not imposed by the airline, collected at the time of sale of nonrefundable tickets that are not used for travel, as follows.

  • Taxes or fees will not be refunded if the airline's obligation to remit the tax or fee arises by virtue of its collection of the tax or fee (as opposed to actual travel by the passenger). All taxes and fees imposed by the United States Government fall within this category.
  • Taxes or fees will be refunded if the airline's obligation to remit the tax or fee depends upon use of the ticket for travel.

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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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American Airlines UK & Ireland Groups Sales team

  • American Airlines has a dedicated team to support agency requests for UK and Ireland travel agents.
  • A group is defined as 10 or more passengers travelling to a common destination. 
  • Groups travelling to any American Airlines or oneworld Alliance partner destination can secure a low-rate fare and may block space, up to 11 months in advance, when traveling together on American Airlines to the same city.

 

Joint Business opportunities with American Airlines, British Airways, Finnair and Iberia

  • Effective April 1 2011 you can book group flights to/from the UK and USA or Spain and USA with any of the three partner airlines.
    • Access to a wider choice of fares
    • Ability to combine more fares across the three airlines
    • Expanded route network and co-ordinated schedules* means greater convenience across the Atlantic
    • Group fares on American Airlines and our partner airlines

 

  • For new group quote requests, IATA travel agents must complete this form.
  • If you have any questions, please check our Frequently Asked Questions
  • Contact the UK based Groups team for further information regarding contract Terms and Conditions via email lon.groups@aa.com or or + 44 (0)845 001 0039 option 3
  • Direct customers/Group Leaders and Non IATA travel agents should contact our Groups and Meeting Travel teamhttp://www.aa.com/groups*

Links marked with * will redirect you to the AA.com U.S. website or other external 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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Surcharge for travel from the UK

American Airlines international surcharges are detailed below.

This YR surcharge is refundable when purchasing a refundable fare. The YR component is non-refundable when purchasing a non-refundable fare.

Below is an example of how the YR surcharge is shown in the fare display:

       BASE FARE                                TAXES             TOTAL   
 1-    GBP263.00                                 281.33XT       GBP544.33ADT
    XT         60.00GB      30.63UB        3.40YC            4.40XY      
                   3.10XA        1.60AY     155.00YR            20.40US      
                   2.80XF                                              
               263.00                                  281.33            544.33TTL


 

UK to U.S.A. and Canada

YR surcharge per direction

Economy Class

Business Class

First Class

Non-stop

GBP119.50*
GBP106.50**

GBP179.50*
GBP159.50**

GBP179.50*
GBP159.50**

Via LON

GBP96.00*
GBP83.00**

-

-

Via MAD

GBP107.50*
GBP94.50**

-

-

Via HEL

GBP115.50*
GBP102.50**

-

-


UK to Mexico

YR surcharge per direction

Economy Class

Business Class

First Class

All destinations

GBP119.50

GBP179.50

GBP179.50


UK to The Caribbean

YR surcharge per direction

Economy Class

Business Class

First Class

All destinations

GBP119.50 Caribean
GBP106.50** SJU

GBP179.50 Caribean
GBP159.50** SJU

GBP179.50 Caribean
GBP159.60** SJU


UK to Latin America

YR surcharge per direction

Economy Class

Business Class

First Class

All destinations

GBP119.50

GBP159.50

GBP159.50


*west coast
**East Coast including: AL/AR/CT/DC/DE/FL/G/AIA/IL/IN/KY/LA/MA/MD/ME/MI/MN/MO/MS/NC/NH/NJ/NY/OH/PA/I/SC/TN/VA/VT/WI/WV/006/NB/NF/NS/ON/PE/PQ/QC

Surcharge for travel from Ireland

UK to U.S.A.and Canada

YR surcharge per direction

Economy Class

Business Class

Non-stop

EUR107.00

EUR170.00*
EUR145.00**

Via LON

EUR77.00

-

Via MAD

EUR92.00

-

Via HEL

EUR102.00

-


YR surcharge per direction

Economy Class

Business Class

Ireland to Mexico - all destinations

EUR105.00

EUR117.00

Ireland to Caribean - all destinations

EUR107.00

EUR107.00

Ireland to Latin America - all destinations

EUR168.00
EX PA/Z160 EUR132.00

EUR198.00


*west coast
**East Coast including: AL/AR/CT/DC/DE/FL/G/AIA/IL/IN/KY/LA/MA/MD/ME/MI/MN/MO/MS/NC/NH/NJ/NY/OH/PA/I/SC/TN/VA/VT/WI/WV/006/NB/NF/NS/ON/PE/PQ/QC

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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.

XClose Service Fees

American Airlines Charges Service Fees For Direct Telephone Bookings And Airport Ticket Office Transactions
American Airlines charges a GBP5.00 service charge for tickets purchased in the United Kingdom and EUR15.00 service charge for tickets purchased in Ireland through its reservations call centre. Airport ticket locations may differ. The non-refundable fee will apply per ticket, whether it is one-way or roundtrip, and also will apply to tickets redeemed as AAdvantage programme awards. The service fee will be waived for AAdvantage Executive Platinum members and AAirpass customers.
This AA fee is similar to the service fees that many travel agencies have started charging for the value adding service you provide to our travellers.

American Airlines will apply a fee for any voluntary changes that result in the re-issue of a ticket originally issued by a Travel Agency or other third party source
American Airlines Reservations Offices and Airport Ticket Offices (ATO's) will apply a GBP30.00 fee in the United Kingdom and EUR30.00 fee in Ireland for any voluntary changes that result in the re-issue of a ticket originally issued by a Travel Agency or other third party source.
This is an administration fee applicable to all fare types, including net fares and will be collected in addition to any further fees detailed in the specific fare rules.
The fee will not apply to changes where the customer is upgrading using AAdvantage® upgrades, EVip or European Upgrade certificates.
Travel Agents are not required to collect this fee and should continue to administer any voluntary changes per the fare/contract rules.


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.

XClose Agency Discount

Policy for Travel Agents in Great Britain

  • Please note that Staff Travel and Interline Department deal with AD75/AD50 requests and enquiries but are unable to accept telephone calls. Agents are required to send requests and enquiries only by email to: lon.interline@aa.com.
  • Only IATA appointed travel agencies are entitled to AD75/AD50 reduced rate tickets.
  • Only applications received on official IATA letterheads with a proper IATA resolution 880 will be considered for processing.
  • At least 72 hours notice is required for American Airlines to validate your booking with an authorization.
  • AD75 reduced rate travel can only be offered on domestic sectors when American Airlines is also the transatlantic carrier on an AD75 otherwise an AD50 will be applicable.
  • AD50 concessions are available for legal spouse.


Booking

  • Travel agents should make the reservation themselves through their own CRS. Please use the following booking classes when making your reservation.

Cabin

Booking Class

First

Z

Business

U

Economy

O

  • There is no waitlist/standby facility for AD travel, open dated tickets are not permitted.
  • Should the required inventory not be available please choose an alternative flight or date.
  • Please note ticketing is required within 14 days from confirmation or the space will automatically be cancelled.

 


Pricing

  • You can check the fare Y/J/F (levels) yourself and deduct 75% off the full fare. No restricted fares permitted. Fare quotes will be verified and confirmed by the Staff Travel and Interline department. Any abuse of the fare rules will result in ADM.
  • Please price using the formats below, according to your CRS system.

CRS System

Pricing Format

Amadeus

FXX/ZO-75P*AD75

Galileo

FQ*RP75.LONLON/CAA

Sabre

WPQX/AD75

Worldspan

4PFNL/-75/AD75

  • Once the reservation is completed and the agent is ready for authorization please send an email to lon.interline@aa.com with the Sabre locator and an attachment of the IATA 880 letter.
  • American Airlines will authorize the reservation with a travel authorization certificate number.
  • Travel agencies are able to issue their own reduced rate travel tickets against the travel authorization.
  • Payment can be made by cheque/cash/credit card. Tickets should be reported via BSP in the normal way.

General Terms and Conditions

  • No AAdvantage® miles are permitted on AD75 travel.
  • AD75 and AD50 tickets are confirmed seats.
  • If a ticket has been issued and is no longer required, it may be refunded following normal procedures. You will need to email lon.interline@aa.com to cancel the travel certificate authority.
  • PTA's/TOD are not allowed on AD travel
  • Changes to an AD travel booking must be processed by the agency that booked and issued the ticket. If you need to make a change to a booking which has already been authorized you will need to get a new approval.
  • Agents should abide by IATA Resolution 880. Any deviation will result in American Airlines withdrawing reduced rate transportation privileges to the travel agency location

Please note confirmed economy fares are also available through U.K. interlinebookers. See www.touchdown.co.uk* for more details.

Links marked with * will redirect you to the AA.com U.S. website or other external 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.

XClose European Upgrades

For any Corporate Account bookings using the Business to First class upgrade certificates that are waitlisted in X class - and are not confirmed 24 hours before departure - please contact Sales Support so the booking can be revised. This is because the X class waitlisted segments will be cancelled automatically 24 hours before departure, if not confirmed.
For any passengers travelling over the weekend or Monday morning, please contact Sales Support before 1700 on the preceding Friday.

Sales Support

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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.