Conditions of Carriage

Your ticket and the following Conditions of Carriage constitute the contract between you, the passenger, and American Airlines, Inc. ("American") and apply to all transportation provided by American (including transportation on codeshare partners*) between points in the United States (including Puerto Rico and the U.S. Virgin Islands).

Foreign air transportation is governed by applicable tariffs on file with the Department of Transportation.

On some international itineraries, taxes and fees are added to the price of the ticket. Every price offered by American is the full price, which consists of the base fare, applicable carrier-imposed fees (such as surcharges), and government-imposed taxes and fees.

American will act as an agent to issue tickets, check baggage and book reservations for transportation via other carriers which have interline agreements with American. Other carriers may have different terms and conditions applicable to their flights. These may be obtained directly from the other carriers.*

Please read your contract carefully.

American Airlines
P.O. Box 619616, MD 5435
DFW Airport, TX 75261-9616

*American offers codeshare service on domestic flights operated by the following carriers: American Eagle Airlines, Inc., ExpressJet Airlines, Inc., Republic Airlines, Inc., Skywest Airlines, Inc. (all doing business as American Eagle); Hawaiian Airlines, Inc.; Alaska Airlines, Inc.; Hyannis Air Service, Inc. (doing business as Cape Air); Horizon Air Industries, Inc. (doing business as Alaska Airlines).



Definitions


Fare changes

If, after a ticket has been issued and before any portion has been used, a decrease in the applicable fares or charges becomes effective, or a new fare between the points shown on the ticket is added, the full amount of the difference in fares less any change fees applicable to the original fare rule and date of purchase, will be refunded to the purchaser, upon request, provided there is no change in origin/destination/stopover points/flights/dates shown on the original ticket and, subsequent to the decrease in fares/charges or the addition of a new fare, all conditions of the lower fares/charges are met, including booking code and any advance reservations/ticketing requirements.* When reduced fares are for sale for a limited period of time, American reserves the right to decline to issue refunds. For non-refundable fares, the passenger will receive the difference in the fares in the form of a non-refundable American travel voucher valid only for purchase of air transportation on American, and must be used within one (1) year of issuance.

If American increases the price for the transportation, an additional collection may be made for any segments where you change your flight to a different time, date or routing from that shown on your ticket, and any segment shown as "open" on your ticket.

*Note: The purchase of a Prepaid Ticket will constitute purchase of a ticket.


Responsibility for schedules and operations

American will endeavor to carry you and your baggage with reasonable dispatch, but times shown in timetables or elsewhere are not guaranteed and form no part of this contract. American may, without notice, substitute alternate carriers or aircraft and, if necessary, may alter or omit stopping places shown on the ticket. Schedules are subject to change without notice. American is not responsible for or liable for failure to make connections, or to operate any flight according to schedule, or for a change to the schedule of any flight. Under no circumstances shall American be liable for any special, incidental or consequential damages arising from the foregoing.


Force majeure events

American may, in the event of a force majeure event, without notice, cancel, terminate, divert, postpone or delay any flight or the right of carriage or reservation of traffic accommodations without liability except to issue an involuntary refund. The involuntary refund will be made in the original form of payment in accordance with involuntary refund rules for any unused portion of the ticket. American will also reserve the right to determine if any departure or landing should be made without any liability except the afore mentioned involuntary refund.

Force majeure event means:


Oversales

If a flight is oversold (more passengers hold confirmed reservations than there are seats available), no one may be denied boarding against his or her will until airline personnel first ask for volunteers who will give up their reservation willingly, in exchange for compensation of the airline’s choosing. If there are not enough volunteers, other passengers may be denied boarding involuntarily in accordance with the following boarding priority of American. In such events, American will usually deny boarding based upon check-in time, but we may also consider factors such as severe hardships, fare paid, and status within the AAdvantage® program.

If you are denied boarding involuntarily, you are entitled to a payment of ‘‘denied boarding compensation’’ from the airline unless:

Domestic transportation

Passengers traveling between points within the United States (including the territories and possessions) who are denied boarding involuntarily from an oversold flight are entitled to:

International transportation

Passengers traveling from the United States to a foreign point who are denied boarding involuntarily from an oversold flight originating at a U.S. airport are entitled to:


Baggage

General acceptance of baggage

Only baggage as defined in the definition section will be accepted for transportation. All baggage is subject to inspection. Checked baggage will be accepted for transportation only on flights on which you are traveling. American will not accept baggage whose size, weight, or character makes it unsuitable for transportation on the aircraft as determined by American.

No article will be accepted as baggage if it weighs more than 100 pounds or has a total outside dimension (length plus width plus height) of more than 126 inches. Additional restrictions apply to some American flights operated on smaller aircraft. For further information, contact American Airlines.

Checking your bag

Your name must appear on all baggage. Baggage will not be checked:


Baggage acceptance cutoff times

To help us get your bag on the same flight with you, we have implemented baggage acceptance cutoff times. Please present your bag to an airline representative for check-in no later than the stated cutoff times for the departure airport.

For flights within and between the U.S., Puerto Rico and U.S. Virgin Islands:

For flights originating in airports outside the U.S. or flights departing the U.S. for an international destination:

Departing city 45 minutes 60 minutes 75 minutes 90 minutes
Atlanta, Georgia (ATL) available
Austin, Texas (AUS) available
Buenos Aires, Argentina (EZE) available
Caracas, Venezuela (CCS) available
Charlotte, North Carolina (CLT) available
Chicago O'Hare, Illinois (ORD) available
Cincinnati, Ohio (CVG) available
Dallas/Fort Worth, Texas (DFW) available
Denver, Colorado (DEN) available
Dublin, Ireland (DUB) available
Honolulu, Hawaii (HNL) available
Jacksonville, Florida (JAX) available
Las Vegas, Nevada (LAS) available
Los Angeles, California (LAX) available
Maracaibo, Venezuela (MAR) available
Miami, Florida (MIA) available
Newark, New Jersey (EWR) available
New York (JFK) available
Orlando, Florida (MCO) available
Philadelphia, Pennsylvania (PHL) available
Phoenix, Arizona (PHX) available
Pittsburgh, Pennsylvania (PIT) available
San Francisco, California (SFO) available
San Juan, Puerto Rico (SJU) available
Seattle, Washington (SEA) available
St. Croix, U.S Virgin Islands (STX) available
St. Thomas, U.S Virgin Islands (STT) available
Tampa, Florida (TPA) available
Washington Dulles, District of Columbia (IAD) available

Checked baggage may be claimed only by the holder of the baggage claim check. Baggage will not be released unless all sums due American are paid. Baggage claim checks must be returned to American on request. American is not responsible to determine that the holder of the claim check is entitled to the baggage. If baggage claim checks are lost, proof of ownership may be required prior to release of the baggage.

In the event your checked bags do not arrive on your flight, reasonable efforts will be made to ensure that the bag is returned to you within 24 hours for flights within the U.S., Puerto Rico and the U.S. Virgin Islands. Our goal to return bags within 24 hours applies only when we are the carrier taking you to your final destination.

Some circumstances that may inhibit our ability to return your bags within 24 hours:

Carry-on baggage

The suitability of carry-on baggage will be determined by American. Each customer will be limited to one carry-on bag and one personal item. A personal item includes a purse, briefcase, laptop, or small book bag style backpack. A personal item must be smaller than your carry-on bag and must fit under the seat in front of you. Fragile or valuable items, such as keys, medication or computers should be carried in your personal item.

At times, additional limits may be placed on carry-on baggage based on the main cabin stowage capacity of specific aircraft, which can result in carry-on bags being checked in the boarding area. In the event it is necessary to check carry-on bags, ensure that fragile or valuable items, such as keys, medication or computers are carried in your personal item. If government regulations are more restrictive, such restrictions shall apply.

A carry-on bag must fit in the bag sizer and not exceed overall dimensions of 45 inches (length + width + height). The maximum combined linear measurement of the carry-on bag cannot exceed any of the following measurements: 22" long x 14" wide x 9" tall or 114cm (56 x 35 x 23 cm). All carry-on items must fit under the seat or in an overhead bin.

Note: Customers can bring a soft-sided garment bag of up to 51 in / 130 cm (length + width + height) in lieu of a carry-on item.

On American Eagle flights each customer is limited to a personal item in the cabin, but their carry-on item (not exceeding 45 dimensional inches) will be valet checked at the gate or planeside.

Carry-on items which appear too large or irregularly shaped to fit under a seat, in an overhead compartment, or in a closet or luggage rack will not be accepted for passenger cabin stowage.

Any mobility aid or assistive device that is approved for in-cabin transport on American, and is carried by a qualified disabled passenger, is accepted free of charge and is in addition to normal baggage allowances, provided such aid or device fits in an approved stowage space.

All baggage must be completely stowed before the airplane may depart the gate.

Checked baggage

Checked baggage charges apply to the first and second checked bag, some exceptions may apply. Excess bag charges apply for more than two checked bags. Oversize and overweight charges apply to baggage over the free size and weight allowance. Specialty items may have additional charges or exceptions to baggage charges.


Hazardous items

Hazardous materials will not be accepted as baggage except for limited amounts of dry ice subject to American's rules.

Firearms

Firearms and ammunition will be accepted only as checked baggage, subject to American's rules.

Live animals

Pets (cats and dogs only) will be accepted as baggage when confined in a container, subject to American's rules and charges. Service animals to detect explosives and drugs and dogs for search and rescue will be accepted in the passenger cabin subject to American's rules and charges. Live animals will not be accepted for interline transfer to other airline flights. Certain restrictions apply for some American Eagle flights. For more information, contact American Airlines reservations.

Liability

American's liability for loss, damage or delayed delivery of checked baggage, including transfer baggage, is limited to the actual value of the baggage or $3,300 (the amount will increase to $3,400 for travel beginning on June 6, 2013 ), whichever is less, unless the passenger declares a higher value for loss of baggage, not to exceed $5000.00 including the $3,300 (the amount will increase to $3,400 for travel beginning on June 6, 2013 ) standard liability per passenger and pays American a sum of $5.00 per $100.00 (or any portion thereof) of excess value. Excess valuation coverage is not available for and does not apply to items excluded in our liability below.

American does not assume liability for any of the following items in or as checked baggage: antiques, artifacts, artwork, books and documents, china, computers and other electronic equipment, computer software, fragile items (including child/infant restraint devices such as strollers and car seats), eyeglasses, prescription sunglasses, non-prescription sunglasses and all other eyewear and eye/vision devices whether lenses are glass, plastic, or some other material, furs, heirlooms, keys, liquids, medicines, money, orthotics, surgical supports, perishable items, photographic, video and optical equipment, precious metals, stones or jewelry, securities and negotiable papers, silverware, samples, unique or irreplaceable items or any other similar valuable items.

With the exception of strollers, American does not accept these items in or as checked baggage and assumes no responsibility or liability for such items, regardless of whether American knew or should have known of the presence of such items in checked or transferred baggage. If any such items are lost, damaged or delayed, you will not be entitled to any reimbursement under American's standard baggage liability, or under any declared excess valuation. Do not attempt to check these items. Carry them with you in the passenger cabin (subject to carry-on baggage limitations). Fully collapsible strollers may be carried on board with the passenger as long as they fit in an overhead bin. Strollers exceeding a maximum weight of 20lbs or that are not capable of being transported inside the cabin due to size must be checked at a ticket counter. American will not assume liability for strollers that are not checked in original and/or suitable packaging for safe transport.

American assumes no responsibility for loss, damage or delayed delivery of baggage not acceptable for transportation by American as checked baggage and items damaged as a result of items contained in checked or transferred baggage.

Customers with disabilities traveling with wheelchairs or other mobility devices are exempt from liability restrictions for loss, damage or delays to these items.

American assumes no liability for articles carried in the passenger cabin.

American assumes no liability for minor damage such as scratches, scuffs, stains, dents, cuts and dirt resulting from normal wear and tear.

American assumes no liability for musical instruments/recreational/sports items not presented in a hard-sided case.

American is not responsible for damage to contents if the outside of the hard-sided case is not damaged.

American assumes no responsibility for damage to or loss of protruding baggage parts such as wheels, straps, pockets, pull handles, hanger hooks or other items attached to the baggage.

American assumes no liability for any indirect, consequential, incidental, punitive or special damages resulting from loss, damage or delayed delivery of checked or transferred baggage, including, without limitation, damages for lost revenue or profits, loss of use or business interruption.

We may disallow any claim for loss or damage which contains misrepresentations, including false statements concerning whether or not the passenger has made previous claims with American or other carriers and/or where the passenger fails to have the carrier's baggage claim declaration form notarized. AA may also disallow claims when the passenger fails to provide proof of loss in the form of receipts of purchase.

Legal action

Legal action premised on or related to damage, delay or loss must be commenced within two years of the date of the incident.

Missing items

Items missing from checked baggage must be reported to American before leaving the airport or within 24 hours of the receipt of the bag.

Loss / delay

In the case of delay or loss, an initial complaint must be presented to American prior to leaving the arrival airport for which the baggage was checked or should have been checked. At the latest, such initial report must be made within four hours of the arrival of the flight on which the passenger traveled. For passengers purchasing the American Airlines baggage delivery service provided through Bags VIP Luggage Delivery in advance of travel, the initial report must be made within 12 hours of the arrival of the flight on which the passenger traveled.

If compensation is sought for a delay or loss, a written claim, in the form provided by American, must be received by American no later than thirty days after the initial report was presented and recorded by American.

Damaged baggage

No action shall lie in the case of damage to baggage unless the person entitled to delivery files an initial report with American prior to leaving the arrival airport, or at the latest, within 24 hours from the date of receipt of the baggage.

After the initial report of damage to American, the damaged property must be presented to American for repair within thirty days from the date of the initial report of damage to American.

Claims

Failure to report delayed or damaged baggage or missing contents within the prescribed time limit releases American from liability.


Passenger check-in requirements

Passengers checking baggage should also refer to baggage acceptance cutoff times.

Recommended check-in times

For flights departing Hawaii or the U.S. Virgin Islands, recommended check-in time is at least two hours prior to scheduled departure.

All other travel wholly within the U.S., including Puerto Rico and the U.S. Virgin Islands, recommended check-in time is at least 90 minutes prior to departure when checking baggage, and at least 60 minutes prior to departure if not checking baggage.

It is recommended to allow additional time for check-in during peak travel periods or when flight operations might be affected by weather conditions.

Minimum check-in times

Customers must comply with minimum check-in requirements to retain their seats on the flight on which they are confirmed.

Pre-reserved seats are subject to cancellation unless you have checked in (obtained a boarding pass) at least 30 minutes before scheduled departure. You must be present at the departure gate and ready to board at least 15 minutes prior to scheduled departure time to retain your reservation and a seat. American does not guarantee to provide any particular seat on the aircraft.

Optional products sold in conjunction with a ticketed segment are subject to the minimum check in times.


Acceptance of passengers

American may refuse to transport you, or may remove you from your flight at any point, for one or several reasons, including but not limited to:


TSA Secure Flight Program

The Transportation Security Agency's (TSA) Secure Flight Program requires that American collect additional information from passengers when making a reservation to fly within, into or out of the United States and for point-to-point international flights operated by U.S. based airlines:

American may cancel your reservation if the reservation does not include the required Secure Flight Passenger Data (full name, date of birth and gender) at least 72 hours prior to your scheduled departure. This cancellation policy applies to all American Airlines tickets, including tickets for our flights operated by our codeshare partners.


Acceptance of children

Accompanied

Children 2 through 14 years of age will be accepted for transportation when accompanied by a passenger at least 16 years of age or parent regardless of age.

Infants at least 2 days of age, but less than 2 years of age, will be accepted when accompanied by a passenger at least 16 years of age, or parent regardless of age subject to:

Unaccompanied

A service charge will be assessed for unaccompanied children on all flights.

American may refuse to provide connection air transportation services at any origination city to an unaccompanied child holding reservations when there is a reasonable likelihood that the child will not make a flight connection, and therefore require overnight accommodations.


Refunds

General refunds

Some tickets are non-refundable. If you have a refundable ticket, American will issue a refund as follows:

In addition, if the ticket to be refunded is no longer valid for transportation, an administrative service charge will be assessed upon refund of the ticket. This service charge will be collected by deducting the applicable service charge from the amount which otherwise would be refunded. Tickets will be refunded only to the person named on the ticket as passenger, except that:

Once travel has commenced, refund requests for lower fares will not be honored.

American will strive to process eligible refunds in the time frames set out below, upon receipt of all required information.

For all eligible paper and electronic tickets purchased within the U.S. with a credit card or cash, refunds will be provided within 7 business days of receipt of the required refund information. The credit card refund may take up to two billing cycles before appearing on a credit card statement, so you should contact your credit card company directly to verify receipt of the credit. Tickets purchased with a check will be refunded within 20 days of receipt of the required information.

Refunds for electronic tickets may be obtained through the refund section on our website at AA.com or by contacting American Airlines reservations.

Refunds on tickets, paper or electronic, less than $3,000 can be obtained at any of our U.S. airport ticket offices or City Ticket Offices. All other refund requests should be sent to:

American Airlines
Attention: Passenger Refunds
4000 E. Sky Harbor Blvd. Phoenix, AZ 85034

Fax: 800-892-3447
International fax: 480-693-2759

Certain refund requests cannot be accommodated in the time frames discussed above. For example, refunds for lost tickets must be held for 90 days to ensure that they are not found and used. Tickets with adjustments (for example, a customer buys a first class ticket but actually travels in the main or coach cabin) require that we verify the itinerary and class of service flown, and this can take up to 45 days. Tickets that were purchased outside the U.S. require special handling because we must ensure that currency conversion rates are calculated correctly.

Refund for credit card purchases will be made only to the credit card account.

Service charges are collected for some refunds e.g., lost tickets.

American assumes no liability for any special, incidental, or consequential damages for instances in which we do not meet our goals for processing refunds.

Helpful suggestions

To ensure a prompt refund, you must submit all required documentation and information, including:

Involuntary refunds

In the event the refund is required because of American's failure to operate on schedule or refusal to transport, the following refund will be made directly to you.

American shall not be obligated to refund any portion(s) of a ticket which does not reflect a confirmed reservation on an American flight involved in a schedule irregularity, unless such ticket was issued by American.

Whether the refund is voluntary or involuntary, American reserves the right to refuse to make any refund in a currency other than the currency of purchase or in a country other than country of purchase.

Optional products and services

The following optional products and services will be eligible for a refund if you are unable to use the product or receive the service due to denied boarding (either voluntary or involuntary) caused by an oversold flight. If the product and/or service was provided on an alternate flight, no refund will be provided.

Optional products and services potentially impacted by flight oversales include but are not limited to:

If your optional product or service purchase meets the above eligibility and you wish to submit a refund request, you will be required to mail in your original documents to American Airlines before your request can be processed.

For regular mail: American Airlines
Attention: Passenger Refunds 4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034

Fax: 800-892-3447
International fax: 480-693-2759

When submitting a refund request please include:

Lost tickets

Lost tickets will be refunded only if you pay a service charge as specified on the lost ticket application and agree to reimburse American for the amount of the ticket if it is used by someone else.


Ticket validity

A valid ticket must be presented for transportation. Tickets for itineraries with more than one flight segment must be used in accordance with the sequence of flights as they appear in the ticketed itinerary and receipt. If a paper ticket, the unused flight coupons must be presented attached to the passenger receipt coupon. American has the right, in its sole discretion, to confiscate any ticket that has been altered, mutilated, or improperly issued or which has been improperly presented or presented by someone other than the passenger named on the ticket.

Tickets are valid for use, reissue or refund only by the passenger named on the ticket. Unless otherwise indicated, tickets are not transferable. American is not liable to the owner of a ticket for honoring or refunding a ticket presented by another person.

Period of validity

Unless your ticket indicates otherwise, tickets are valid for transportation for one year from date of initial use, or if unused, for one year from date of purchase.

Refundable ticket validity - voluntary changes

The ticket will be valid as follows:

Any fare difference must be paid and tickets must be reissued when the itinerary is rebooked.

Non-refundable ticket validity

If the ticketed reservations are canceled prior to the ticketed departure time, the ticket will be valid as follows:

Any fare difference and applicable change fees must be paid and tickets must be reissued when the itinerary is rebooked.


Ticket validity: Compliance with terms and conditions of sale

Tickets are valid for travel only when used in accordance with all terms and conditions of sale. Terms and conditions of sale include, but are not limited to:

Unless a ticket is reissued by American or its authorized agent upon payment of applicable charges, or an authorized representative of American waives applicable restrictions in writing, a ticket is invalid:

American specifically prohibits practices commonly known as:

Where a ticket is invalidated as the result of the passenger's non-compliance with any term or condition of sale, American has the right in its sole discretion to:


Lowest fare availability / guaranteed fare

Customers calling our reservations office or visiting our airline ticket offices or ticket counters will be offered the lowest available fare (exclusive of internet-only fares) when specific dates and times are provided. In the event the lowest available fare is not quoted, American's liability is limited to the difference between the fare quoted and the lowest available fare for which the customer was eligible at that time.

When you make a telephone reservation with American Airlines or when you make a reservation via AA.com, the fare quoted will be guaranteed for 24 hours or until 11:59 p.m. Central Time the following day, whichever allows you more time. If you elect to make changes to the itinerary within this time-frame, the ticket price may change.


Customers with disabilities

American endeavors to provide passengers with disabilities dignified, professional, and courteous service at all times. We have a team of employees who regularly consult with disability advisory groups on the quality of our service.

Reservations Special Assistance Coordinators

American reservations offices maintain a staff of Special Assistance Coordinators (SAC) who work with customers who have identified themselves as having disabilities. The reservations representative who responds to the customer's initial call passes pertinent information to a SAC who calls the customer back. A toll-free number exists for customers with disabilities to follow-up on travel arrangements with the SAC office. Airport and in-flight personnel are notified of special service requests.

Pre-reserved seats

American blocks a limited number of seats on each aircraft to accommodate customers who identify themselves as having a qualified disability. Adjacent seats are provided, under certain circumstances, for customers with disabilities who must travel with a companion for assistance.

Assistive devices

American accepts motorized and non-motorized assistive devices for transport. When necessary, we will disassemble and reassemble wheelchairs or assistive devices for customers when they travel. American provides storage for one passenger's collapsible, manual wheelchair in the cabin of each jet aircraft. This service is available on a first-come, first served basis, and has priority over carry-on baggage belonging to other customers who board at the same city, provided the customer follows the pre-boarding procedure. In-cabin stowage space for assistive devices cannot be pre-reserved, but American accepts carry-on wheelchairs, provided they collapse to fit in an overhead bin or under a seat. Non-collapsible wheelchairs/scooters are accepted as checked baggage. These items can be checked at the main ticket counter or the departure gate. American offers a special wheelchair service that allows you to check your wheelchair at the departure gate and claim it at your arrival gate free of charge. Although you can arrange to claim your chair at the connecting city we recommend that the chair be checked through to the final destination. The additional time required to claim and re-check your chair at the connecting city may compromise your ability to make your connection. American has wheelchairs and our representatives provide wheelchair service at connecting airports. Please let us know you will need this assistance when making your reservation. Assistive devices approved for cabin transport do not count towards the combined number of checked and carry-on baggage a passenger is allowed, nor do they count towards the limit of carry-on items you may bring on board.

Boarding assistance

If you have special needs, upon request, pre-boarding assistance will be provided to you, allowing you the opportunity to be seated prior to general boarding. A special aisle chair is available to assist you if you are unable to walk, and all of our jet aircraft are equipped with specially designed seats that feature moveable aisle armrests to help make seating easier.

Medical oxygen

Only portable oxygen concentrators (POCs) approved by the FAA are accepted for inflight medical oxygen. A 48-hour notice is required. Contact American Airlines at 1-800-433-7300 to obtain information regarding the required medical paperwork.

Complaint resolution officials for customers with special needs

We have employees at airports who are trained as local complaint resolution officials (LCRO) and are available during operating hours. A corporate complaint resolution official is available to assist LCROs 24 hours per day, seven days per week.


Optional products and services

Optional products and services may be purchased à la carte or in a bundle at the discretion of the traveler. Optional products and or services may be purchased to be used in conjunction with an American Airlines flight. Specific terms and conditions are incorporated herein by reference and can be found on each optional product or service page:

Minimum check-in times

Customers must comply with minimum check-in requirements to retain their seats on the flight on which they are confirmed.

Pre-reserved seats are subject to cancellation unless you have checked in (obtained a boarding pass) at least 30 minutes before scheduled departure. You must be present at the departure gate and ready to board at least 15 minutes prior to scheduled departure time to retain your reservation and a seat. American does not guarantee to provide any particular seat on the aircraft.

Optional products sold in conjunction with a ticketed segment are subject to the minimum check in times.


Aircraft information

American Airlines reservations representatives will advise you when it will be necessary for you to move from one aircraft to another during your travel, including when the flight number remains the same.

American Airlines reservations representatives are able to provide you with a wide variety of information related to the American Airlines fleets. Aircraft configuration, seat size, and seat pitch are just a few examples of information that can be obtained from our reservations representatives. This information is also available at the AA.com website.


Customer relations

Our Customer Relations department is dedicated to addressing customer comments and unresolved concerns. The Customer Relations department will respond to our customer’s written complaints within 60 days. Customer Relations can be reached at:

U.S. Mail/Overnight Mail American Airlines Customer Relations
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034 Phone: 817-786-3778
Fax: 480-693-2300


Delays, cancellations and diversions

American Airlines will provide customers at the airport and onboard an affected aircraft with timely and frequent updates regarding known delays, cancellations and diversions and will strive to provide the best available information concerning the duration of delays and to the extent available, the flight's anticipated departure time.

We are not responsible for any special, incidental or consequential damages if we do not meet this commitment.

When cancellations and major delays are experienced, you will be rerouted on our next flight with available seats. If the delay or cancellation was caused by events within our control and we do not get you to your final destination on the expected arrival day, we will provide reasonable overnight accommodations, subject to availability.

In extreme circumstances, it is possible that a flight will cancel while on the ground in the city to which it was diverted. When this happens you will be rerouted on the next American flight with available seats, or in some circumstances on another airline or some other alternative means of transportation. If we are unable to reroute you, reasonable overnight accommodations will be provided by American, subject to availability.

American will provide amenities for delayed passengers, necessary to maintain the safety and/or welfare of certain passengers such as customers with disabilities, unaccompanied children, the elderly or others to whom such amenities will be furnished consistent with special needs and/or circumstances.


Essential needs during extraordinary delays

In the case of extraordinary events that result in very lengthy onboard delays, American will make every reasonable effort to ensure that essential needs of food (snack bar such as Nutri-Grain®), water, restroom facilities, and basic medical assistance are met.

We are not responsible for any special, incidental or consequential damages if we do not meet this commitment.


Authority to change contract

No agent, employee or representative of American has authority to alter, modify or waive any provision of the Conditions of Carriage unless authorized in writing by a corporate officer of American.


Frequent flyer award disclosure

An annual report of award redemption will be published, both at the AA.com website and in the AAdvantage Newsletter.


Choice of law

These Conditions of Carriage are governed by and are to be interpreted in accordance with the laws of the State of Texas.


Service with domestic codeshare partners

American will make our Customer Service Plan readily available to all of our domestic codeshare partners and, to the extent possible, make every reasonable effort to ensure our partners offer comparable levels of service.