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:

American Airlines
Passenger Refunds
P. O. Box 200025
El Paso, Texas 88520-0025

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 online or at the following address:

American Airlines
Passenger Refunds
P. O. Box 200025
El Paso, Texas 88520-0025
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 above Passenger Refunds address.

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:

Regular mail:
American Airlines Inc.
Passenger Refund Services
P.O. Box 200025
El Paso, Texas 88520-0025

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:

American Airlines
Passenger Refunds Services
P.O. Box 200025
El Paso, Texas 88520-0025

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 https://www.refunds.aa.com/.

You may request a refund by mailing in the original Group 1 boarding receipt to:

American Airlines
Passenger Refunds Services
P.O. Box 200025
El Paso, Texas 88520-0025

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.

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