Contact AA  | 

Frequently Asked Questions

Reservations

Travel Information

Travel Deals

AAdvantage

Customer Service

   Getting Started On AA.com
   Mobile AA.com
   Mobile Apps
   Email Subscriptions
   RSS Feeds
   General Baggage Information
   Baggage Allowance
   Restricted Articles
   Damaged Bags
   Delayed Or Missing Bags
   Lost And Found
   Liability Limitations
   Privacy / Security
   Inflight Purchases - My Receipt
   Refunds
   Contact Us / Technical Support
   Search Help
Customer Service FAQs

1. Getting Started On AA.com

Q:  How do I change the information I see on AA.com between Spanish and English?
A:  In order to change the information you see on AA.com between Spanish and English, please see AA.com en Español.
Q:  How do I get a Password?
A:  To login to AA.com, you must be an AAdvantage member with a valid password. If you are not an AAdvantage member, please visit Instant Enrollment to create an AAdvantage account and AA.com password.

Visit Password Help
Or, for a detailed explanation of the process, please continue reading.

Select Login in the find Flights box on the AA.com home page. Then select Forgot/Need Password on the Login page. You will then be asked to submit your first and last name as it appears on your AAdvantage account, as well as your AAdvantage number.

A temporary password will be emailed to you within 5-10 minutes if you have a valid email address on file. This password will be used for your initial login., then you will be prompted to select a permanent password. Please remember that passwords are case sensitive; meaning "ABC123" is not the same as "abc123." Passwords must also be a minimum of 6 and a maximum of 12 alpha and/or numeric characters. Please remember the case you select for your password.

For your security, if you do not have a valid email on file, you will be asked to provide your zip code and country as it appears on your AAdvantage account. Depending on your account, you may also be required to provide your current AAdvantage mileage balance and AAdvantage membership status for further authentication. Once verified, you will enter your email address. You will then receive a temporary password at the email address you provided that will allow you to login to AA.com and select a permanent password of your choice.
Q:  What if I have forgotten my password?
A:  Visit Password Help
or, for a detailed explanation of the process, please continue reading.

Select Login in the find Flights box on the AA.com home page. Then select "Forgot/Need Password" on the Login page. You will then be required to submit your first and last name as it appears on your AAdvantage account as well as your AAdvantage number.

A temporary password will be emailed to you within 5-10 minutes if you have a valid email address on file. This password will be used for your initial login, then you will be prompted to select a permanent password. Please remember that passwords are case sensitive; meaning "ABC123" is not the same as "abc123." Passwords must also be a minimum of 6 and a maximum of 12 alpha and/or numeric characters. Please remember the case you select, for your password.

For your security, if you do not have a valid email on file, you will be asked to provide your zip code and country as it appears on your AAdvantage account. Depending on your account, you may also be required to provide your current AAdvantage mileage balance and AAdvantage membership status for further authentication. Once verified, you will enter your email address. You will then receive a temporary password at the email address you provided that will allow you to login to AA.com and select a permanent password of your choice.
Q:  I forgot my AAdvantage number. Is it available on AA.com?
A:  Yes. Select Login in the find Flights box on the AA.com home page. Select Forgot AAdvantage Number on the Login page. You will then be asked to submit your first name, last name, and email address as they appear on your AAdvantage account. Your AAdvantage number will be emailed to you within 5 - 10 minutes if you have a valid email address on file. You may also login with the email address associated to your AAdvantage account. To use this alternate login feature, the email address should be unique and not associated to more than one AAdvantage account.
Q:  I'm having problems logging in with the password I selected.
A:  Please remember that passwords are case sensitive meaning "ABC123" is not the same as "abc123." Passwords must also be a minimum of 6 and a maximum of 12 alpha and/or numeric characters. Please remember the case you select.
Q:  Where can I find additional password assistance?
A:  Should you need further assistance, please email AA.com Web Services or contact us at:

U.S & Canada: 6:00 a.m.-2:00 a.m. CT daily 1-800-222-2377 Option 1
United Kingdom: Monday – Friday: 7:00 a.m. - 7:00 p.m. GMT
Saturday - Sunday: 8:30 a.m. - 5:00 p.m. GMT
0844 4997300 (0.05 GBP/min, network charges may apply)
Other Regions: 6:00 a.m.-2:00 a.m. CT 7 daily 1-918-832-1384 (Toll Call)
Q:  How do I become an AAdvantage Member?
A:  Visit Enroll In The AAdvantage Program - it's free!
Or, for a detailed explanation of the process, please continue reading.

Select Login in the find Flights box on the AA.com home page. Then select "Enroll In The AAdvantage Program." Once you have read and accepted the Terms and Conditions, complete and submit the enrollment application to receive your AAdvantage number. Please remember that passwords are case sensitive; meaning "ABC123" is not the same as "abc123." Passwords must also be a minimum of 6 and a maximum of 12 alpha and/or numeric characters. Please remember the case you select.
Q:  What is an AAdvantage number and why do I need one?
A:  An AAdvantage number is a 7-character account number for the American Airlines AAdvantage Frequent Flier program. This allows you to login to our Web site, access your AAdvantage account information, book AA.com fares sales, view your reservations and accumulate AAdvantage miles, which can later be redeemed for travel and other awards. You may also login with the email address associated to your AAdvantage account. To use this alternate login feature, the email address should be unique and not associated to more than one AAdvantage account.
Q:  Do I need to update my profile upon login?
A:  Doing so will ensure that AA.com always features news and information that is relevant to your travel needs. Simply go to "My Account" under AAdvantage from the top of the home page and select Reservation Preferences, Preferred Cities, Companion Information and more. Then enjoy exploring AA.com, your fast, easy-to-use online travel resource.
Q:  When do I need to login to AA.com?
A:  For your protection, we require you to login using your AAdvantage number and password to access areas such as AAdvantage account information and view offers exclusively for AAdvantage members. Although it is not required for all functions, we suggest you login anytime you visit AA.com. You may also login with the email address associated to your AAdvantage account. To use this alternate login feature, the email address should be unique and not associated to more than one AAdvantage account.
Q:  I have questions concerning my AAdvantage account. Where do I go?
A:  Our website provides a wealth of information on your AAdvantage Account. Select “Program Information” under AAdvantage from the top navigation bar to learn more. If you still have questions, please contact the AAdvantage Desk at 1-800-882-8880.
Q:  What if I am already an AAdvantage member, but I've never logged into AA.com?
A:  Select Login in the find Flights box on the AA.com home page. Select Forgot/Need Password on the Login page. You will then be asked to submit your first and last name as it appears on your AAdvantage account, as well as your AAdvantage number.

A temporary password will be emailed to you within 5-10 minutes if you have a valid email address on file. This password will be used for your initial login, then you will be prompted to select a permanent password. Please remember that passwords are case sensitive; meaning "ABC123" is not the same as "abc123." Passwords must also be a minimum of 6 and a maximum of 12 alpha and/or numeric characters. Please remember the case you select, along with your password.

For your security, if you do not have a valid email on file, you will be asked to provide your zip code and country as it appears on your AAdvantage account. Depending on your account, you may also be required to provide your current AAdvantage mileage balance and AAdvantage membership status for further authentication. Once verified, you will enter your email address. You will then receive a temporary password at the email address you provided that will allow you to login to AA.com and select a permanent password of your choice.
Q:  What does 'Remember My AAdvantage Number' mean?
A:  This will store your AAdvantage number as a cookie on your hard drive so when you access AA.com at a later time, your AAdvantage number will be prepopulated in the 'AAdvantage Number' box.

Return to Top


2. Mobile AA.com

Q:  What is the URL or Web address for wireless access to AA.com?
A:  The Web address is www.aa.com.
Q:  How can I access the AA.com mobile site from my mobile device?
A:  For select mobile devices, enter either www.aa.com or m.aa.com into the web browser to reach our mobile site.
Q:  What type of devices can I use to access the mobile site?
A:  You can view the mobile site from any hand-held device that has an internet browser and internet capabilities which cost extra through your cell phone provider.
Q:  What exactly is data access?
A:  Data access allows you to browse the Web via your handheld device (mobile phone). Typically you must subscribe to data access through your mobile phone service provider. Contact your mobile phone service provider for more information.
Q:  How do I know if my mobile phone will support Web browsing?
A:  Contact your service provider, consult the device manufacturer or check your user's manual.
Q:  What is the coverage area for the AA.com wireless service for Web-enabled phones?
A:  AA.com wireless service is available wherever wireless Web service is available from your mobile phone carrier. Please contact your mobile phone carrier for availability of wireless web service.
Q:  I've accessed AA.com on my mobile phone, but I'm having problems getting the system to respond.
A:  Check to see if you can access other URLs. If not, you may be out of the area covered by your service provider. If you can access other URLs, there may be a temporary problem with the site. Try again later. If the problem persists, call 800-222-2377.
Q:  I've bookmarked the URL but I don't have my AA.com log-in and password to access my personal information. Can you help me?
A:  You will need your AAdvantage number and AA.com password to login.  If you have forgotten your password, please select "Forgot/Need Password" on the Login page. You will then be required to submit your first and last name as it appears on your AAdvantage account as well as your AAdvantage number.

A temporary password will be emailed to you within 5-10 minutes if you have a valid email address on file. This password will be used for your initial login. Upon login with the temporary password, you will be prompted to select a permanent password.

If you don't know your AAdvantage number, please select "Forgot AAdvantage Number" on the Login page. You will then be required to submit your first and last name as it appears on your AAdvantage account as well as your email address. You will receive an email containing your AAdvantage number shortly.

You may also login with the email address associated to your AAdvantage account. To use this alternate login feature, the email address should be unique and not associated to more than one AAdvantage account.
Q:  What is meant by the Full HTML Version link I see at the bottom of the page on the mobile version of AA.com?
A:  This link will take you to the full HTML version of AA.com. Note: the new mobile version of AA.com is an optimized version designed for greater ease and quicker access for the mobile user. However, if you prefer to view the full HTML version of AA.com, you may do so by selecting this link.
Q:  What features are available via my mobile device?
A: 
  • View Reservations
  • Flight Check-In, Status and Schedules
  • Boarding Pass Options
    • Email to Print
    • Email for use on cell phone or other mobile device. (Mobile Boarding Passes are only available for select cities and itineraries. See Paperless Flight Check-In.)
  • Delayed Baggage Status
  • Destination Information: includes weather and airport information
  • Admirals Club® Lounges: find locations, purchase One-Day Passes and memberships
  • Book and change flights
  • Book car, hotel, vacation, and cruises
  • Enroll in the AAdvantage program
  • Find information on AAdvantage miles
  • Request and purchase 500-mile upgrades
  • Contact AA (Customer Service)
Q:  Are there plans to add additional features for wireless access?
A:  Coming soon:
  • Search by Price and Schedule
  • Redeem AAdvantage Miles
  • More Sections Available in Spanish!
Q:  If I have any ideas, how can I inform you of them?
A:  You may email your ideas to us at webmaster@aa.com.

Return to Top


3. Mobile Apps

Q:  I forgot my AAdvantage number or password, how do I retrieve them?
A:  Please visit aa.com (which can be done from your mobile device) and follow the directions to retrieve your AAdvantage number and/or reset your password.
Q:  When do I need to log in to the application?
A:  For your protection, we require you to log in using your AAdvantage number and password to access most information on the application. You have the option for the application to remember your password - just opt in at log in.
Q:  How do I log out of the application?
A:  iPhone: Pull down the window shade on the home screen or in the My Account section and select the "Log Out" button.
Android: Select the menu button at the bottom of your device and select "Log Out."
Blackberry: Select the menu button and select "Log Out."
Windows 7: Go to the My Account section and select "Log Out."
Q:  How do I tell the application to stop remembering my password?
A:  If you opted in to have the app remember your AAdvantage number and password, you can opt-out by selecting the "Log Out" button. When you log in again, make sure the option to keep you logged in is "off."
Q:  How is my privacy protected?
A:  Your privacy is important to us. We protect your online information in the same way we protect our passenger information obtained through telephone reservations and the AAdvantage program. The guidelines we use for protecting the information you provide us is listed in our Privacy Policy which you can find off the information menu.
Q:  Why do I have to enter my password again when I'm already logged in on the application?
A:  If you are logged in, the only time you have to enter your password again is if you select a button that links you to aa.com. For security and privacy purposes, you will be asked to re-enter your password.
Q:  How do I become an AAdvantage® member?
A:  Select the AAdvantage Enrollment button on the home screen and you will be directed to the form. Enter your information for immediate enrollment.
Q:  I have the application open, but I'm having problems getting the system to respond. What should I do?
A:  Check to see if you can access other URLs. If not, you may be out of the area covered by your service provider. If you can access other URLs, there may be a temporary problem with the site, so please try again later. If the problem persists, call us at 1-800-222-2377.
Q:  How can I view my reservations?
A:  If you are logged into the application, select "My Trips" under Plan Travel from the top navigation bar to see a list of your upcoming reservations. If you are logged in and you have a flight within 72 hours, it will display on your home screen. If you are not logged into the application, select "View Reservation & Check In" from the home screen and then enter first name, last name and record locator.
Q:  When will my upcoming flight be shown on the home screen?
A:  If you are logged in to the application and you have a flight departing within 72 hours, your home screen will display your flight information. You can swipe to see more flights in the itinerary from the home screen as well. You can also rotate your device to see flight details in landscape view. If you do not have a flight departing within 72 hours, you will see the normal home screen with a list of features.
Q:  How do I refresh information on the application?
A:  Android and Blackberry: You can refresh any screen by selecting the bottom menu and selecting "Refresh."
iPhone: If you are logged in and on the home screen or in My Account, you can refresh the information by pulling down the window shade.
Windows 7: You can refresh by selecting the refresh icon on your screen.
Q:  How do I use landscape view within the application?
A:  iPhone: Landscape view is only supported for the "Flight Details" view under "My Flights" or via the home screen if your itinerary is within 72 hours of departure.
Android: All screens are supported in landscape mode except for the mobile boarding pass screen.
Blackberry and Windows 7: Screens are not supported in landscape view.
Q:  Can I view or change my seat assignment on the application?
A:  Yes. By selecting the seat icon you will be presented with a seat map showing available seats within the app if you are logged in and are either an Executive Platinum, Platinum, Gold or Premium customer or if you are a regular AAdvantage customer who has a stored credit card. For our regular AAdvantage customers who have a stored credit card, you may also be asked if you would like to change your seat during check-in and will have the ability to purchase Preferred Seats.

If you do not fall within other criteria to view seat maps in the app, when you select the seat icon you will be sent to aa.com to view or change your seat assignment.
Q:  What is the "Email This" feature that is displayed when viewing an itinerary?
A:  This feature allows you to email a snapshot of the itinerary information to anyone in your contacts. This feature does not send updated flight information. In order to receive updated flight information, please sign up for a Flight Status Notification by selecting the "Flight Status Notification" button on the "Flight Details" screen.
Q:  Are there any special circumstances in which I cannot use Flight Check-In on the application?
A:  You are not eligible to use Online Flight Check-In if:

  • The first flight for which you are checking in is NOT operated by American Airlines, American Eagle or American Connection®
  • You are traveling on a military fare
  • You are traveling with a pet
  • You are traveling with a weapon or firearm
  • You are traveling with an oxygen container
  • You are an unaccompanied minor
  • It is not between one and 24 hours before your flight within the U.S., Puerto Rico or the U.S. Virgin Islands or between two and 24 hours before your international flight

If you need more information, please go to the Contact American section and call the Flight Bookings number or the AAdvantage Reservation desk.
Q:  Who can use Flight Check-In on the application?
A:  You can use Flight Check-In if you meet all of the following requirements:

  • You log in with your AAdvantage number and password OR you know the name and six-character record locator of the passenger
  • The passenger is traveling on an American Airlines or American Eagle electronic ticket (including e-tickets issued by travel agencies or other online sources)
  • The passenger is booked on a flight that is less than 24 hours but more than one hour before departure for travel within and between the U.S., Puerto Rico or the U.S. Virgin Islands, OR the flight is less than 24 hours but more than two hours before departure for travel that's not within and between the U.S., Puerto Rico or the U.S. Virgin Islands
  • The passenger has a seat assignment
  • You are checking in only for American Airlines or American Eagle flights, or a carrier with which we have an electronic ticketing agreement. The first flight for which you are checking in must be on American Airlines or American Eagle to use Online Flight Check-In
Q:  How do I check my baggage after checking in on the application?
A:  After you have checked in, you may check your bags using any of the following options:

  • Curbside Check-In for U.S. and international departures (passport OR visa required for international travelers)
  • Self-Service Check-In (select "Already Checked In, Check Bags" option)
  • See an American Airlines agent
Q:  I am checked in on the application but the "Boarding Pass" button is not enabled and clickable for me. How do I get my boarding pass?
A:  If you have other passengers in your reservation, everyone must be checked in before you will be able to select the "Boarding Pass" button. To ensure that you are checked in, select "Check In" and make sure it is indicated by your name on the list that you are checked in. If you are checked in, you can go to the airport to get your boarding pass and also to check your bags using any of the following options:

  • Curbside Check-In for U.S. and international departures (passport OR visa required for international travelers)
  • Self-Service Check-In
  • See an American Airlines agent

You can also go to aa.com and print your boarding pass by retrieving your reservation.
Q:  Can I check in for my return flight at the same time as my outbound flight?
A:  Customers traveling with e-tickets who have return flights within 24 hours of departure may check in for both outbound and return flight segments at the same time.
Q:  Why did the application send me to aa.com to continue Flight Check-In?
A:  You will be sent to aa.com to continue Flight Check-In if your itinerary has any of the following conditions:

  • You are traveling with an infant under the age of two
  • You do not have a pre-reserved seat
Q:  What time should I arrive at the airport?
A:  The amount of time needed to complete all check-in requirements varies depending on your itinerary. A good rule of thumb is to arrive at the airport two hours before U.S. flight departures and four hours before international flight departures. See www.aa.com/arrivaltimes for more details.
Q:  How can I view the airport standby list?
A:  In order to view the standby list, you must have already requested to be placed on the standby list. You can view the list by selecting the green bar displayed with your flight information. To request to be placed on the standby list, please see an airport agent.
Q:  How do I use the mobile boarding pass within the application?
A:  If you are eligible, you will see a mobile boarding pass when you select the "Boarding Pass" button on your itinerary. You can view your itinerary either on your home screen or in the My Flights section when you select the flight to view details. You can present this boarding pass at the security checkpoint and at the gate to board your flight. To obtain a paper boarding pass or to check baggage, visit a Self-Service Check-In machine when you arrive at the airport or stop by Curbside Check-In, which is available for U.S. and international departures (passport OR visa required for international travelers).
Q:  Why didn't I get a mobile boarding pass?
A:  To be eligible for a mobile boarding pass, you must be departing from and connecting through TSA approved cities. Visit www.aa.com/mobileboarding to learn which cities are TSA approved. Also, if you are traveling internationally some countries may require passport verification or additional travel documents that must be presented at the airport.
Q:  What if I do not have connectivity at the airport and need to show my mobile boarding pass?
A:  If you have already viewed your mobile boarding pass, it will be cached on your application. To retrieve the mobile boarding pass, go to the "More Menu" and select "Boarding Pass." All mobile boarding passes will be cached in the application for 48 hours.
Q:  What terminal maps are available on the application?
A:  Terminal maps are available for these six airports: DFW (Dallas/Fort Worth), JFK (New York Kennedy), LAX (Los Angeles), LGA (New York LaGuardia), MIA (Miami) and ORD (Chicago O'Hare). If a terminal map is available, the gate or baggage icon will be blue and clickable. If a terminal map is not available, the gate and baggage icon will be gray. More terminal maps may be available in the future.
Q:  What is the "Parking Reminder" and how do I set it?
A:  This is a tool you can use to remind you where you parked at the airport by taking a picture and/or writing notes. The parking reminder is found within your itinerary. Please note that this is not a GPS-based feature yet.
Q:  Is my GPS location used within the application?
A:  At this time, GPS is only used to detect the airport nearest you when using Flight Status or Flight Schedules. By enabling this feature, we will pre-populate the nearest airport we service. In addition, if you are using the AAdvantage Dining feature, you have the option to allow GPS to determine restaurants closest to your location.
Q:  How do I request an upgrade?
A:  To request an upgrade, select "Manage Your Flight" from the "Flight Details" section of your reservation. You will be directed to aa.com to complete the process.
Q:  How do I create a Flight Status Notification?
A:  To create a Flight Status Notification by flight number, select "Notifications" from the "More Menu." If you have set preferences in your profile for notifications, select the "Notification Center" button on the "Flight Details" screen of one of your flights. You will be directed to the Notification Center on aa.com to manage your notifications.

You can also select "Flight Status Notification" under Travel Information from the top navigation bar.
Q:  What information can be found in My Account?
A:  You can find your account balance, elite status qualification graph and upgrade balance for the current month. If you are a regular member, you will also be able to view and save an image of your AAdvantage card. If you would like to view your account activity or your balance for the previous six months, then select "My Account" under AAdvantage from the top navigation bar.

4. Email Subscriptions

Q:  What email subscriptions are available to me?
A:  For a list of available email products and descriptions, please see ' Get More Out Of Your Email Address'.
Q:  How do I subscribe to email communications?
A:  First you must login

From the "My Account" page
  • Select the My Emails and Fare Alerts tab
  • Select Subscribe
  • Click on the Submit button.
From the "My Emails and Fare Alerts" tab
  • Select Subscribe
  • Click on the Submit button.
Q:  How do I unsubscribe from email communications?
A:  From the "My Account" page
  • Select the My Emails and Fare Alerts tab
  • Select Unsubscribe
  • Click on the Submit button.
From the "My Emails and Fare Alerts" tab
  • Select Unsubscribe
  • Click on the Submit button.
Q:  How often should I expect email communication from American?
A:  The frequency of emails depends on which products you have subscribed to:
  • AAdvantage eSummarySM is sent monthly.
  • NetSAAver Email is delivered weekly, usually on Tuesday.
  • AAirmailSM is sent monthly.
  • AAdvantage special offers are sent occasionally as they are offered.
  • Direct ContAAct, especially designed for our customers in Latin America.
For a description of these email products, please see 'Get More Out Of Your Email Address.' You may also receive occasional special offers we feel would be of interest to you.
Q:  How should I update my email address if it changes?
A:  First you must login
Q:  Why am I not receiving my emails?
A:  There are many reasons why you may not be receiving emails from American.
  • The email address in your account profile may be incorrect or invalid
  • Your mailbox could be full
  • Message size exceeds limit set by you or your ISP
  • Your server may be busy
  • The server connection may have been broken during relay
  • Your ISP could be blocking American Airlines communication
  • We may have removed you from the active mailing list due to several failed attempts (bounce back) of communicating to your specified address.
  • You or your ISP may be using a "spam" filter that inadvertently blocks the legitimate emails you have subscribed to.
Q:  What can I do if I am not receiving emails from American?
A: 
  • Update your email address with the correct address at the "My Email Address" portion of the "My Information and Password" tab of the "My Account" section.
  • Re-enter your email address at the "My Email Address" portion of the "My Information and Password" tab of the "My Account" section. This action will clear any errors that may be associated with your account and will add you back to the active mailing list.
  • If your email address is correct and re-entering it does not seem to help, your Internet Service Provider (ISP) may be using filters to prevent unwanted emails from reaching your inbox. Sometimes, these filters also block messages you want to receive. In most cases, adding us to your list of trusted senders will solve this issue. In AOL, select "Add Address"; in Yahoo! Mail, Outlook or Outlook Express select "Add to Address Book"; or Hotmail or MSN, select "Save Address(es)".
    • AAirmail Newsletter - aairmail@email.aa.com
    • Net SAAver Fares Email - : netsaavers@email.aa.com
    • AA.com News And Offers Emails - americanairlines@email.aa.com
    • AAdvantage eSummary - esummary@aadvantage.email.aa.com
    • AAdvantage Promotions - : americanairlines@aadvantage.email.aa.com

  • If you use a "spam" filter, check your preferences to make sure you have not inadvertently flagged emails from the "@aa.com" domain as "spam."
  • If your problems receiving email persist, please contact your ISP's technical support department and ask how to "whitelist" emails from AA.com. Or have your ISP call 800-222-2377 or email AA.com Web Services.
Q:  Why am I receiving emails if I have unsubscribed?
A: 
  • Verify in "My Account" that your request to unsubscribe was submitted and accepted.
  • Allow 10 days for us to update our databases with your unsubscribe request.
  • If you continue to receive email after 10 days of being unsubscribed, please call 800-222-2377 or email AA.com Web Services.

Return to Top


5. RSS Feeds

Q:  What is RSS?
A:  RSS (Really Simple Syndication) is a technology for sharing and distributing the latest Web content. RSS readers eliminate the need to browse multiple Web sites by delivering your favorite web content in a single location of your choosing.

By subscribing to RSS feeds on AA.com, you'll be the first to receive the latest updates from American Airlines regarding fares, news, and special offers.
Q:  What do I need to receive and view RSS feeds?
A:  In order to view RSS feeds, you must first download an RSS reader. Below is a list of some popular stand-alone RSS readers and other ways to access RSS feeds that are free of charge.

All of the following links will take you to another Web site. Use the back button on your browser to return to AA.com.
Q:  Why should I subscribe to RSS feeds?
A:  RSS feeds from American Airlines ensure that you'll be among the first to receive the latest Net SAAver Fare Offers, Weekend Net SAAver Getaways or all Fare Sales - all in one convenient place.
Q:  How do I subscribe to RSS feeds?
A:  Once you have access to an RSS reader, visit www.aa.com/rss or click on the RSS icon at the bottom of each AA.com page.

From there, right click the orange "XML" button(s) below or beside the desired RSS feed(s) you'd like to receive, then choose "Copy Shortcut". This will copy the URL(s) for use by your RSS reader.

Next, open your RSS reader and paste the URL in your reader's section to add a new feed or channel ("Add by URL", "Feed URL" or similar) and submit the new URL.

Instructions for adding RSS feeds may vary depending upon your RSS Reader. Please refer to your reader's instructions.

If you have a 'My Yahoo!' homepage, click on the 'My Yahoo!' button(s) to add the feed(s) to your homepage.

If you have Mozilla Firefox, an orange icon will appear in the lower right hand corner of your browser or in the right side of your URL box. Select the icon to subscribe to the RSS feed. You can then access the feed through your Mozilla bookmarks.
Q:  How often are RSS feeds updated?
A:  RSS feed updates vary based on available information. American Airlines' RSS feeds are typically updated at least once per week.
Q:  Why are there different listings in my reader than what I see on the site?
A:  Although listings may have been available when the feed was updated by the reader, they may have changed by the time you visit the Web site.
Q:  Why don't I see any listings in my feed?
A:  Some readers are set to only display listings that have been updated within the past 24 hours. Although deals may be available on American Airlines' feeds, they may not have been updated in the past 24 hours. We recommend that you try changing your setting to display all dates.
Q:  Why do I only see the first listings in my feed?
A:  Some readers are set to only display the first three listings. We recommend that you try changing your settings to display more listings.
Q:  How do I unsubscribe to RSS?
A:  To unsubscribe, you will need to follow the instructions of the reader you are using. For My Yahoo!, as an example, you simply click on the X box on your reader.

Return to Top


6. General Baggage Information

Q:  Do I need to be concerned about baggage and box embargoes?
A:  American Airlines does have baggage and box embargoes during certain times of the year. Some destinations outside of the continental U.S. (as well as travel from Los Angeles to Miami and Fort Lauderdale) also have additional limitations on checked baggage at specific times of the year. Please contact an American Airlines representative at 1-800-433-7300 to see if a baggage embargo is applicable for your itinerary and travel dates.
Q:  I left an item on my flight or at the airport. How do I contact Lost and Found?
A:  If you left an item at the airport or on your flight, you will need to contact the Lost and Found office of the airport from or to which you were traveling. Our Airport Information and Ticket Counter Hours page provides links to the Web sites of many airports, which may provide assistance in contacting the appropriate Lost and Found office.

Return to Top


7. Baggage Allowance

Q:  Are there charges for checking bags on American Airlines?
A:  Visit our Baggage Allowance page to learn the size, weight and the amount of baggage you can take and any associated cost as well as the cost to take additional and/or overweight items and sports equipment.
Q:  If my plans change and my ticket is reissued, will the new bag charges apply?
A:  Yes. Voluntary changes are subject to the rules in effect at the time the ticket is reissued.
Q:  What are the carry-on baggage restrictions for American Airlines flights?
A:  FAA security measures limit customers on all AA flights to one carry-on bag plus one personal item. All carry-on pieces, including laptops, must fit either underneath the seat in front of you or in an overhead bin. Laptops and larger electronic devices must remain off during taxi, takeoff, approach and landing, and must be stowed until we arrive at the gate and the seat belt sign is turned off. Personal electronic devices, such as tablets, e-readers and smartphones can be used in airplane mode from gate to gate on flights within the U.S. The one carry-on bag must fit in an overhead compartment or under the seat. It should not exceed 45 dimensional inches (22 inches length + 14 inches width + 9 inches height) and must fit comfortably into the baggage sizer.

For more information see our Carry-on Allowance page.
Q:  What are the baggage limits for international travel?
A:  In many cases, the carry-on baggage limitations are the same for U.S. and international travel, however carry-on limitations may vary by country. Learn more about international carry-on guidelines and important information about liquids and gels.
Q:  If I pay a Checked Bag Charge but my flight is cancelled so I don't fly, will I get a refund for the Bag Charge?
A:  Yes. In situations where a customer paid for checked bags but doesn't fly due to a flight cancellation or schedule change, they may request a refund through American Airlines refund process. Note: the refund will not be initiated automatically.

You may request a refund at the ticket counter before leaving the airport, visit https://prefunds.aa.com/refunds/contact.asp to submit a refund request, or to get the address to mail the original baggage charge receipt.

When mailing a refund request please include:

  • The passenger's name
  • Address
  • The form of payment used (including the credit card number, if applicable)
  • The ticket number(s)
  • The date of travel
  • The departure city and destination city

    Remember to keep a copy of the baggage charge receipt for your records. Please allow six to eight weeks for processing.
  • Return to Top


    8. Restricted Articles

    Q:  Where can I find a list of the items restricted for travel?
    A:  Please refer to These Articles May Not Fly for a list of restricted items.

    9. Damaged Bags

    Q:  What do I do if I have damaged baggage?
    A:  All damage claims should be filed in person with an AA representative prior to leaving the airport. Damage claims must be filed within 24 hours from the time the damaged article(s) was received if your itinerary was wholly within the U.S., Puerto Rico and/or the U.S. Virgin Islands. If the itinerary included international travel, damage claims must be filed within seven (7) days of receipt of the damaged article(s).

    The damaged article(s) needs to be presented for inspection at the airport where AA personnel are responsible for the final resolution of your damage claim.

    Return to Top


    10. Delayed Or Missing Bags

    Q:  What do I do if I have delayed baggage?
    A:  Missing/delayed baggage should be reported in person prior to leaving the airport. This notification must take place within 4 hours after the arrival of the flight on which the bag was checked. If you purchased the American Airlines baggage delivery service provided through BAGS VIP Luggage Delivery in advance of travel, your report must be made within 12 hours of the arrival of the flight on which you traveled.
    Q:  Can I check the status of my delayed baggage online?
    A:  Yes. You may view the status of missing/delayed baggage on AA.com by providing your baggage file locator ID and last name found on your Property Irregularity Receipt.

    Check baggage status now.
    Q:  Where can I find my file locator?
    A:  If you reported your missing/delayed baggage in person at the airport you can find the file locator on the Property Irregularity Receipt given to you by the American Airlines representative. The file locator is on the top right of the Property Irregularity Receipt.
    Q:  Can I check the status of my delayed baggage online without a file locator?
    A:  No. AA.com requires that you provide a file locator to view delayed baggage status. Call Baggage Customer Service Desk (24 hours) at 1-800-535-5225 for an update and your baggage file locator.

    Return to Top


    11. Lost And Found

    Q:  I left an item on my flight or at the airport. How do I contact Lost and Found?
    A:  Each airport has its own method for processing lost and found requests. If you left an item at the airport or on your flight, please contact the Lost and Found office of the airport from or to which you were traveling. For your convenience, airport hours of operation are accessible from our Airport Information and Ticket Counter Hours page.

    Return to Top


    12. Liability Limitations

    Q:  What are American Airlines Liability Limitations for lost baggage?
    A:  Items not covered in our limit of liability include, but are not limited to: camera equipment, jewelry, computers, cash (whether checked or carry-on), antiques, artwork, books and documents, china, videos, optical equipment or any other similar items. Passengers should carry these items with them.

    Musical Instruments
    If the item is too large to carry-on, we suggest purchasing a ticket for the adjacent seat, for details call American Airlines Reservations at 1-800-433-7300.

    Pets
    Same as checked baggage for loss.

    Wheelchairs or other Mobility devices
    These devices are exempt from liability restrictions for loss, damage or delays to these items for both domestic and international travel.

    See the Liability Limitations portion of our baggage section for more information.

    Return to Top


    13. Privacy / Security

    Q:  How is my privacy protected?
    A:  Your privacy is important to us. We protect your online information in the same way we protect our passenger information obtained through telephone reservations and the AAdvantage® program.

    The guidelines we use for protecting the information you provide us during a visit to our Web site are listed in our Privacy Policy.
    Q:  What information do you collect and how do you use it?
    A:  When purchasing travel on aa.com, we will ask for your:
    • Name
    • Address
    • Credit/debit card number and expiration date. Card Security Code for American Express, VISA, MasterCard.
    • Billing address
    • Phone/fax number
    • Travel companion names and AAdvantage numbers if applicable
    This information is necessary to process your request to purchase travel online on aa.com.

    In order for you to take advantage of the personalized services on aa.com, we may ask for information such as:
    • Name
    • Address
    • Email address
    • Phone/fax number
    • AAdvantage number
    • Favorite destinations
    • Home airport
    • Travel preferences
    We use this data to provide you with fare sale information and AAdvantage account information. With your permission, we occasionally send you personalized email with information about new products and services, or offers that we feel may be of interest to you according to what you have told us about your preferences.

    We use return email addresses to answer the email we receive. Such addresses are not used for any other purpose and are not shared with outside parties.

    On certain occasions, we may provide customer lists or prospective customer lists to our AAdvantage participants to provide you with more opportunities to earn or redeem miles, or to advise you of other benefits associated with the AAdvantage program. As an added measure for your protection, we do not include your email address when providing this information to third parties.

    However, we require strict contractual obligations from our AAdvantage participants to ensure safeguards for the privacy of the information we share. This is the same standard used for member information supplied through phone or mail. Only American Airlines or the AAdvantage participants will send you these direct mailings.

    Finally, we never use or share the personally identifiable information provided to us online in ways unrelated to the ones described above without also providing you an opportunity to opt-out or otherwise prohibit such unrelated uses.
    Q:  What is American Airlines commitment to data security?
    A:  To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.
    Q:  How do I access or correct my information?
    A:  You can access your personal account information to make changes by selecting "My Account" under AAdvantage from the top navigation bar. You must be logged on to make any changes to your account profile. If you've forgotten your password, select password help.

    If you want to add your name to, or remove your name from one of the email lists, simply go to the "Net SAAvers and Special Offers" section and select "Email Subscriptions." Here you can subscribe or unsubscribe.
    Q:  How do I contact American Airlines?
    A:  If you have other questions, comments or concerns about these privacy policies email aa.com Web Services. For other questions, visit "Contact American" and select the appropriate group to assist you.
    Q:  Is it safe to submit a credit card and other personal information on aa.com?
    A:  Absolutely. To protect your privacy, we use secure servers to access and transmit sensitive information like credit card numbers and personal data. We use Internet encryption software, Secure Socket Layer (SSL/TLS) protocol, which is still the gold standard for encrypting data in transit on the Internet. SSL/TLS prevents unauthorized access to sensitive information. We do not use OpenSSL, which has a known bug called HeartBleed. So anytime you log on, make reservations, access your AAdvantage account, or update your account, you can feel confident that your security will not be compromised.

    Return to Top


    14. Inflight Purchases - My Receipt

    Q:  Why doesn’t my receipt appear on aa.com/myreceipt?
    A:  There are occasional delays in processing. It may take up to 72 hours or more for a transaction to appear. Be sure to verify the requested information including your date of purchase, last four digits of the credit card, and last name.
    Q:  Where can I get a receipt for my inflight purchase of food and/or beverage?
    A:  Visit aa.com/myreceipt to obtain and print a copy of your receipt. Be sure to provide your date of purchase, last four digits of the credit card, and last name.
    Q:  I was not able to obtain a copy of my receipt via aa.com/myreceipt so where can I get my receipt?
    A:  Be sure to verify that you provided the requested information, including your date of purchase, last four digits of the credit card, and last name. We are introducing new technology to allow flight attendants to better serve our customers so not all receipts are available through aa.com/myreceipt at this time.
    Q:  Does American Airlines offer food for sale?
    A:  Yes. You can buy food items on select flights. For current information, please visit our Dining page.
    Q:  Where can I learn more about onboard shopping?
    A:  Visit our Shopping page to learn more about Duty Free shopping, SkyMall®, and items available from the C.R. Smith Museum.

    Return to Top


    15. Refunds

    Q:  I have a refundable American Airlines ticket that I am not going to be able to use. How can I obtain a refund?
    A:  If you purchased your tickets directly from American Airlines, you can submit your request via our Ticket Refunds site. You may also take them to the nearest airport location or one of our Travel Centers.

    In addition, if you purchased an electronic ticket you may contact American Airlines Reservations at 1-800-433-7300 to request a refund.

    If you purchased your ticket from a travel agent, please contact them to arrange a refund.

    If these alternatives are not convenient for you, please request a refund via mail. The address can be found on our Ticket Refunds site.

    Refunds will be processed back to the original form of payment. Cash or checks cannot be issued if the ticket was purchased with a credit card.

    Please refer to American Airlines Issued Paper Tickets/Flight Coupons for information on what needs to be included in your request.
    Q:  If I return my tickets to American Airlines, how long does it take to receive a refund?
    A:  If you paid for your tickets with a credit card, you will see the refund credit on one of your next two statements. This depends on the billing cycle of your credit card company. You will receive no other notification except for the refund credit on your credit card statement.

    If you purchased your tickets with cash or a check, your refund will be processed within 20 business days upon the receipt of your claim by American Airlines Passenger Refund Services.
    Q:  I have a nonrefundable American Airlines ticket that I am not going to use. Can I still get a refund?
    A:  Nonrefundable tickets generally cannot be refunded. However, exceptions may be available for refund of the unused portion of the ticket under the following circumstances:
    • Upon death of the passenger, the ticket may be refunded to the original form of payment when supporting documents are provided.
    • Upon death of family member or traveling companion, the customer may be eligible to receive a voucher if the ticket is for domestic travel and supporting documents are provided.
    • Upon death of a family member or traveling companion, the ticket may be refunded to the original form of payment if the ticket included international travel (along with travel to or from the U.S. Virgin Islands and Puerto Rico) and supporting documents are provided.
    • When schedule changes are implemented by American Airlines that are unacceptable to the customer and result in a change of 61-120 minutes, the customer is eligible to receive a voucher for the ticket value. For schedule changes of more than 120 minutes, the customer is eligible to receive a refund to original form of payment.
    Upon request, taxes and fees not imposed by the airline may be refunded if the airline's obligation to remit the tax or fee depends upon use of the ticket for travel. Taxes and fees will not be refunded if the airline's obligation to remit the tax or fee arises from the collection of the tax or fee. All taxes and fees imposed by the United States government fall within this category and are not refundable.
    Q:  I purchased a nonrefundable ticket, but my travel plans changed due to personal emergencies. Can I get a refund?
    A:  The same rules above apply.
    Q:  I have a nonrefundable American Airlines ticket that I am not going to use. Can I use it toward the purchase of a new ticket?
    A:  Subject to certain restrictions and charges defined in the rules of the fare, the value of a wholly unused nonrefundable ticket may be used toward the purchase of a new ticket. Travel on such reissued tickets (or subsequently reissued tickets) must commence no later than one year from the date of issue of the original ticket.

    For partially used tickets the residual value may be used toward the purchase of a new ticket. The residual value will be the difference between the fare paid and the fare for the transportation actually used as determined by the applicable rules less any charges or penalties defined in the rules of the fare that was purchased. All travel on such reissued tickets (or subsequently reissued tickets) must be completed no more than one year from the first date of travel on the original ticket or sooner if required by the tickets' fare rules.

    However, the itinerary for any unused or partially used nonrefundable ticket must be canceled before the ticketed departure time of the first unused coupon, or the ticket will lose any remaining value and cannot be used for travel or reissue.

    Contact our Reservations agents when you are ready to make your new travel plans. They will advise you of the applicable procedures and charges.
    Q:  I did not use all the segments of my nonrefundable ticket. Am I entitled to any sort of compensation?
    A:  Most nonrefundable tickets are issued on a completed round-trip basis. The residual value is determined as the difference between the fare paid and the fare for the transportation actually used as determined by the applicable rules less any fees or penalties defined in the rules of the fare that was purchased. Had you purchased a ticket with only the segments you actually traveled, the fare would probably have been much higher, so typically there is no residual value from the unused portion of your ticket.
    Q:  Can I change my ticket or get a refund if my plans changed due to a military activation?
    A:  Military personnel and their immediate family or accompanying passengers with tickets for any published, non-published or private fares are eligible to make changes without charges or to receive full refunds if a copy of the military orders is submitted with the request.

    Refunds for the military passenger's ticket are made to the original form of payment. Tickets for immediate family members or accompanying passengers will be exchanged for transportation vouchers.

    Requests for changes should be directed to our Reservations personnel, while requests for refunds may be handled by our Passenger Refunds office. If you prefer to mail in your request, the address is also located on our Passenger Refunds page, as well.
    Q:  I purchased my ticket through Priceline or Hotwire and my travel plans have changed. Can my ticket be exchanged or refunded?
    A:  Customers that purchase their tickets through Priceline.com or Hotwire.com should direct their refund or exchange questions to the respective entity where the ticket was purchased.
    Q:  I purchased a prepaid ticket for my friend and they did not travel. How do I get my refund?
    A:  For prepaid tickets purchased directly from American Airlines, you may submit your request via our Ticket Refunds site. You may also take your purchaser's receipt to the airport Travel Center, or mail it to the Passenger Refunds address provided on our Tickets Refunds site.

    For prepaid tickets purchased from a travel agency, please contact your travel agent to request a refund. Refundable prepaid tickets will be refunded back to the original form of payment.
    Q:  I had a First Class (or Business Class) ticket but I actually flew in Coach Class. How do I obtain a refund?
    A:  First Class and Business Class ticketholders are entitled to a refund in the amount of the difference between the fare paid and the price of a full-fare ticket in the cabin in which the passenger actually flew.
    Q:  I purchased an Instant Upgrade ticket and flew in Coach Class. Can I obtain a refund?
    A:  Instant Upgrade tickets are booked in the Main Cabin. However, Instant upgrade ticketholders who travel in the Main Cabin due to an involuntary seat change, equipment change, routing change, flight cancellation, or missed connection as a result of a late incoming flight may request a travel voucher. The voucher value shall be equal to $0.10 per mile, or $50, whichever is greater, for each flight segment flown in the downgraded cabin. Refunds will be rounded to the nearest whole dollar amount, and can be requested at www.aa.com/refunds.
    Q:  I purchased optional products and services but due to an oversold flight was not able to use the products or receive the service. Will I get a refund?
    A: 

    The following optional products and services will be eligible for a refund if you are unable to use them 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: Preferred Seats, Group 1 Boarding, Checked Bag Charge, Same-Day Flight Change, Same-Day Standby and Baggage Charges (including excess baggage, pets, sports or hunting equipment, etc.)

    If your optional product or service purchase meets the above eligibility, you may submit a refund request at www.refunds.aa.com or you can mail your original documents to the address provided on this link.

    When submitting a refund request please include:

    • The passenger's name
    • Address
    • The form of payment used (including the last four digits of the credit card number, if applicable)
    • The ticket number(s)
    • The date of travel
    • The departure city and destination city
    • Original receipt for optional product purchase/fee payment
    Remember to keep a copy of the receipt for your records. Credit card refunds may take one to two billing cycles before appearing on a credit card statement.
    Q:  If I purchase Same-Day Standby but do not get a seat on my standby flight, will I get a refund of my Same-Day Standby purchase?
    A:  Yes. If you purchase Same-Day Standby but are not confirmed on an earlier flight, a refund will automatically be initiated once you have boarded your original flight.
    Q:  If I pay a Checked Bag Charge but my flight is cancelled so I don't fly, will I get a refund for the Bag Charge?
    A: 

    Yes.  In situations where a customer paid for checked bags but doesn't fly due to a flight cancellation or schedule change, they may request a refund through American Airlines refund process.  Note: the refund will not be initiated automatically. 

    You may request a refund at the ticket counter before leaving the airport or mail the original baggage charge receipt to the address located on our Ticket Refunds site.

    When mailing a refund request please include:

    • The passenger’s name
    • Address
    • The form of payment used (including the last four digits of the credit card number, if applicable)
    • The ticket number(s)
    • The date of travel
    • The departure city and destination city
    Remember to keep a copy of the baggage charge receipt for your records. Credit card refunds may take one to two billing cycles before appearing on a credit card statement.
    Q:  If I purchase Group 1 Boarding at the Self-Service machine but my flight is cancelled so I don't fly, will I get a refund for the Group 1 Boarding?
    A: 

    Yes. In situations where a customer paid for Group 1 boarding at the Self-Service machine but doesn't fly due to a flight cancellation or schedule change, they may request a refund through American Airlines refund process. Note: the refund will not be initiated automatically. Group 1 boarding refunds are processed independently from ticket refunds, if you also need other refunds please request at our Ticket Refunds site.

    You may also request a refund by mailing in the original Group 1 boarding receipt to the address provided on the refunds site link above.

    When submitting a refund request please include:

    • The passenger's name
    • Address
    • The form of payment used (including the last four digits of the credit card number, if applicable)
    • The ticket number(s)
    • The date of travel
    • The departure city and destination city
    • Original Group 1 boarding receipt
    Remember to keep a copy of the Group 1 boarding receipt for your records.
    Q:  What is the refund policy for Preferred Seats?
    A:  Refunds can be provided in most circumstances, except when a customer voluntarily changes seats on the same flight or does not show up for the flight. Details on the refund policy can be found in the product terms and conditions on www.aa.com/refunds.
    Q:  I have lost my ticket. What do I do now?
    A:  It depends on if you have a refundable or nonrefundable ticket.

    REFUNDABLE TICKETS: You may visit our Ticket Refunds Site to submit a Lost Ticket Application online. You may also obtain a Lost Ticket Application from your travel agent, the airport, an American Airlines Travel Center, or via fax by calling 1-918-254-3967. Complete the application and forward it to the address listed on the form. There is a 90-day waiting period from the date we receive the application before a refund will be issued. If, at the end of the 90-day period, the ticket has not been used, a refund will be issued less a processing charge.

    NONREFUNDABLE TICKETS: Prior to, or on the date of travel, you can go to the airport with your lost ticket number and get a replacement ticket by paying the lost ticket processing charge. You need to know your ticket number to have a replacement ticket issued and, if traveling that day, you should arrive early to give agents time to process your request prior to your departure time.

    After the original travel date, you will need to purchase another nonrefundable ticket and complete your travel on American within one year from the original date of travel. After you have traveled, obtain the Lost Ticket Application as detailed above, complete the application and forward it to the address listed on the form (or submit online). There is a 90-day waiting period from the date we receive the application before a refund will be issued. If, at the end of the 90-day period, the ticket has not been used or refunded, a refund will be issued less a processing charge.

    All Lost Ticket Applications must be submitted for refund consideration within 13 months of the original sale date of the lost ticket.
    Q:  How do I obtain a copy of my ticket for my expense report?
    A:  Visit our Ticket Refund Site at www.refunds.aa.com. Use the Request a Refund option to review and/or print a ticket copy for most tickets purchased within the past 9 months. Simply enter the 13-digit ticket number and the passenger last name in the fields provided then press GO. You may then print this copy for your records.
    Q:  I have questions concerning my AAdvantage account. Where do I go?
    A:  Our website provides a wealth of information on your AAdvantage Account. Go to the AAdvantage section, and select "Program Details" to learn more! If you still have unanswered questions, please contact AAdvantage Customer Service at 1-800-882-8880.
    Q:  How do I obtain a refund for Cargo and Priority Parcel Service (PPS) shipments?
    A:  In the event that your shipment experiences conditions resulting in a loss or damage, you may submit an AA Cargo Claim Form. Please print and complete the form, and send it to the fax number or address provided below. Be sure to include copies of all forms, invoices and information pertinent to your claim. A representative from American Airlines Cargo Claims Administration will acknowledge your claim within 15 days of the receipt of your correspondence. However, if further investigation is required, please allow 30-60 days for a final resolution of the claim.

    Address:
    American Airlines
    Cargo Claims Administration
    P.O. Box 619616, MD 4406
    DFW Airport, TX 75261-9616

    Phone: 1-817-967-2876
    Fax: 1-817-967-2406
    Q:  I still have questions. Where can I go to get additional information?
    A:  Please refer to our Ticket Refunds site.

    Return to Top


    16. Contact Us / Technical Support

    Q:  How do I contact American Airlines?
    A:  Select “Contact American” from the bottom of any aa.com page and choose the specific group you need to contact from the menu on the left. Please provide our representative with as much of your travel information as possible for fast, efficient assistance.
    Q:  What kind of browser do I need to access advanced features on aa.com?
    A:  Visit our Browser Requirements page to access current information. Please ensure that you have Java enabled on your browser. You can verify this on Internet Explorer by going to Tools > Internet Options > Advanced and then ensuring there is a check in the box next to "JIT compiler enabled."
    Q:  How do I access aa.com through a firewall or proxy?
    A:  If you are accessing aa.com through a firewall or proxy, check with your Network Administrator to determine if your current configuration allows you to have access. Please ensure that you have Java enabled on your browser. You can verify this on Internet Explorer by going to Tools > Internet Options > Advanced and then ensuring there is a check in the box next to "JIT compiler enabled."
    Q:  How do I reach technical support?
    A: 
    -From the U.S. or Canada:
     1-800-222-2377
    6:00 a.m. - 2:00 a.m. CT Daily
    -From the United Kingdom:
     0844 4997300 (0.05 GBP/min, network charges may apply)
    7:00 a.m. – 7:00 p.m. GMT Monday - Friday
    8:30 a.m. - 5:00 p.m. GMT Saturday – Sunday
    -From other locations:
     1-918-832-1384
    6:00 a.m. - 2:00 a.m. CT Daily

    Please note this is a toll call. Another option is to call your local American Airlines reservations office.
    Q:  How do I determine which browser I am using?
    A: 

    Windows
    From your browser, go to the Help menu and choose "About...." A screen will appear showing which browser and version you are using.

    Macintosh
    From your browser, go to the menu at the top of your screen. The name of the browser appears in the menu bar, just to the right of the Apple logo. Select the menu option that reads "About [Your Browser's Name]".

    Q:  How do I upgrade to another browser?
    A: 

    Chrome
    www.google.com/chrome. Instructions provided there will help you with download and installation.

    Firefox
    www.mozilla.com. Instructions provided there will help you with download and installation.

    Internet Explorer
    Microsoft Internet Explorer Download. Instructions provided there will help you with download and installation.

    Safari
    www.apple.com/safari/download. Instructions provided there will help you with download and installation.

    Opera
    www.opera.com/download. Instructions provided there will help you with download and installation.

    Return to Top


    17. Search Help

    Q:  Why can't I find a match when I try to search for a certain topic?
    A:  If you are unable to obtain search results, double check the spelling of your search text and try again. If you are still unable to obtain search results, select the Advance Search option. This option allows you to choose between three different search criteria - 'all of these words', 'exact phrase', and 'one or more of these words'. If one option doesn't work, try another.
    Q:  What does the advanced search criteria of 'all of these words' mean?
    A:  'ALL of these words' means that all words entered in the search box must appear on a page for it to be listed in the search results. The words can appear in any order on the page as long as they are all present.
    Q:  What does the advanced search criteria of 'exact phrase' mean?
    A:  'Exact phrase' means that the exact phrase, as entered, must appear on a page for it to be listed in the search results.
    Q:  What does the advance search criteria of 'one or more of these words' mean?
    A:  'One or more of these words' means that you may enter up to three words. At least one of the words entered must appear on a page for it to be listed in the search results. If multiple words are entered, they may appear in any order on the page.
    Q:  What if I don't know what section to search?
    A:  Select 'All of AA.com' (default) as the section to be searched.
    Q:  What if I can't find the information that I am looking for?
    A:  Select “Contact American” from the bottom of any AA.com page and choose the specific group you need to contact from the menu on the left.

    Return to Top