Personal 1-on-1
airport assistance

Please take note of these important Terms and Conditions:

• Reservations must be made at least 24 hours in advance for domestic locations and 48 hours in advance for international locations.
• Customer must be at least 18 years of age or accompanied by an adult.
• Additional charges are applicable to all children in a reservation under the age of 18.
• Itineraries involving airlines other than American Airlines or American Eagle may be accepted if flight departs or arrives from an American Airlines terminal or is approved by airport staff.
• During times of peak demand, American Airlines may opt to decline additional reservations for Five Star Service.
• Five Star Service greets are subject to local airport hours of operation.
• Customer/Agency is responsible for informing Five Star Service of voluntary changes to original itinerary.
• Service fee is non-refundable for cancellations received less than 12 hours before scheduled service.
• Taxes may apply based on destination. Five Star Service customer is responsible for all taxes and fees.
• Customer/Agency agrees to provide customer information necessary for American Airlines to coordinate and deliver Five Star Service. Missed greets due to incomplete, inaccurate, or missing information will not be eligible for refunds.
• Requests for reservations with incomplete customer information will not be confirmed. Reservations with incorrect or unanswered phone numbers will not be eligible for refunds.
• For Departure Assistance, American Airlines may opt to cancel Five Star Service assistance if customer fails to show within 20 minutes of scheduled arrival time at the airport.
• Customer must adhere to American Airlines minimum standard check-in times or flight itinerary is subject to cancellation.
• All applicable excess baggage fees, change fees or additional collections apply.
• At International destinations, porters may be required at an additional charge depending on the number of bags checked.
• Escort through Customs and Immigration will be provided when American Airlines has access to these airport secured areas.
• Five Star Service cannot expedite access through Customs and Immigration.
• In the situation of interline connection service, American Airlines does not guarantee access to other airline lounges.
• In the event a delay or cancellation requires accommodation on another airline, your Five Star Service representative will personally escort you to the other airline and, if staffing allows, accompany you until your new flight departs.
• In the case of arrival assistance on another airline as a result of a flight disruption, Five Star Service will greet you at the gate of the new carrier when possible, and fulfill our original service commitment.
• Standard Admirals Club terms and conditions apply*.
• American reserves the right to charge for additional customers in the party if additional persons need assistance beyond those that have been confirmed in advance.
• Five Star Service does not include continuous care, medical assistance including dispensing medication, assistance with meals or aid within a restroom. For customers with these travel needs, please contact American Airlines Reservations at 1-800-433-7300.
• Full or partial refunds for failure to provide the service as originally booked will be reviewed on a case-by-case basis.

*Admirals Club lounge access will be provided where available. When an Admirals Club lounge is not available, another lounge facility may be provided, based on availability.