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Customer Service FAQs
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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.
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| 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.
Click "Login" at the top of the 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. Upon login with the temporary password, 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.
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| Q: | What if I have forgotten my password?
| | A: | Visit "Password Help"
Or, for a detailed explanation of the process, please continue reading.
Click "Login" at the top of the 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. Upon login with the temporary password, 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.
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| Q: | I forgot my AAdvantage number. Is it available on AA.com? | | A: | Yes. Click "Login" at the top of the AA.com home page then 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.
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| 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.
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| Q: | Where can I find additional password assistance? | | A: | Should you need further assistance, please email AA.com Web Services or contact us at:
| USA & 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 | 0207-365-0777 |
| Other Regions: |
6:00 a.m.-2:00 a.m. CT 7 daily |
1-918-832-1384 (Toll Call) |
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| 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.
Click on "Login" at the top of the 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.
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| 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.
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| 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" at 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.
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| 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.
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| Q: | I have questions concerning my AAdvantage account. Where do I go? | | A: | Our Web site provides a wealth of information on your AAdvantage Account. Select "AAdvantage" from the left menu to learn more. If you still have unanswered questions, please contact the AAdvantage Desk at 1-800-882-8880.
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| Q: | What if I am already an AAdvantage member, but I've never logged into AA.com? | | A: | Click "Login" at the top of 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. Upon login with the temporary password, 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.
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| Q: | What if I see someone else's name on the home page? | | A: | Click the link that says 'Change User.' You will then be able to input your AAdvantage number and password to login.
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| 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.
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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.
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| Q: | How can I access AA.com wireless from my mobile phone? | | A: | Enter www.aa.com on your mobile device and we will format the mobile site for your phone. Please check your owner’s manual if you need assistance with creating bookmarks.
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| 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.
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| 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.
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| 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.
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| 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.
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| 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 us at 866-301-1250.
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| 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.
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| 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.
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| 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, cruise and Last-Minute Packages
- Enroll in the AAdvantage program
- Find information on AAdvantage miles
- Request and purchase 500-mile upgrades
- Contact AA (Customer Service)
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| 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!
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| 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.
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3. Email Subscriptions
| 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.
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| 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.
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| 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.
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| Q: | How should I update my email address if it changes? | | A: | First you must login
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| 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.
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| 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.
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| 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.
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4. 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.
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| 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.
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| 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.
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| 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.
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| 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.
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| 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.
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| 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.
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| 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.
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| 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.
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5. 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.
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| 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.
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6. Baggage Allowance
| Q: | Are there checked bag charges for domestic travel? | | A: | Customers who purchase domestic economy class tickets on or after August 14, 2009, will be charged $20 each way for the first checked bag and $30 each way for the second checked bag. Customers who purchased tickets prior to August 14, 2009, will be charged $15 each way for the first checked bag and $25 each way for the second checked bag. Exceptions to this policy include customers who purchase First or Business Class tickets, AAdvantage Executive Platinum®, AAdvantage Platinum® and AAdvantage Gold® members as well as customers who purchase full-fare tickets in Economy Class. View a complete list of exceptions.
Please note that one carry-on personal item does not count toward the checked bag guidelines. You may bring up to one bag onboard the aircraft with you, provided it meets Federal Aviation Administration regulations. The FAA mandates that all carry-on items must fit under a seat or in an enclosed storage compartment. Our gate or flight personnel may need to further limit the amount of carry-on baggage for a particular flight depending on the cabin storage capacity of the aircraft type and the expected number of passengers.
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| Q: | If I purchased my tickets prior to August 14, 2009, and my plans change and my ticket is reissued after August 14, 2009, will the increased baggage charges apply? | | A: | Yes. Voluntary changes are subject to the rules in effect at the time the ticket is reissued. Since the new ticket issue date is on/after August 14, 2009, the Checked Bag Charges apply.
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| Q: | What are the carry-on baggage restrictions for domestic 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. All portable electronic devices, including laptops, must remain off during taxi, takeoff, approach and landing until we arrive at the gate and the seat belt sign is turned off. The one carry-on bag must fit in an overhead compartment or under the seat. It should not exceed 45 dimensional inches (length + width + height) or weigh more than 40 lbs/18 kgs.
For more information see our Carry-on Allowance page.
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| Q: | Are there checked bag charges for International travel? | | A: | For the U.S., Puerto Rico and the U.S. Virgin Islands to, from or through Belgium, England, France, German, India, Ireland, Italy, Spain and Switzerland, customers purchasing Economy Class tickets on or after September 14, 2009, may check one bag for no charge and a second bag for $50 USD. Customers purchasing Economy Class tickets prior to September 14, 2009, may check two bags at no charge within the size and weight limitations.
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| Q: | What are the baggage limits for international travel? | | A: | In many cases, the carry-on baggage limitations are the same for domestic 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.
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| Q: | How much will I be charged if I check more than two bags or any bags over the size and or weight limit when I travel domestically on American Airlines? | | A: | Bags up to 62 in./157 cm and/or up to 50 lbs./23kg:
$100 per bag for the 3rd, 4th and 5th checked bags
$200 per bag for the 6th checked bag and any additional bags
Bag weights over 50 lbs. up to 70 lbs. are $50 each
Bag weights over 70 lbs. up to 100 lbs. are $100 each
Bags measuring between 63-115 in./160-292 cm. are $150 each
If your baggage is oversize and excess between 63-115 in./160-292cm the applicable excess charge above plus additional $150 each will be charged per bag.
If your baggage is overweight and excess the applicable excess charge above plus the applicable overweight charge above will be charged per bag.
If your baggage is overweight and oversize, the applicable overweight charge plus $150 per bag will apply.
Notes
- All charges are based on one way travel. All American Airlines and other airline charges are paid at the Airport Ticket Counter upon departure.
- All size measurements are dimensional (length+width+height)
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| 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 88520-9905
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.
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7. 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.
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8. Damaged Bags
| Q: | What do I do if I have damaged baggage? | | A: | All damage claims should be reported in person prior to leaving the airport. This notification must take place within 24 hours for domestic flights (or for international flights, 7 days) after the arrival of the flight on which the bag was checked. The damaged article(s) need to be presented for inspection at the airport where AA personnel are responsible for the final resolution of your damage claim.
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9. 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.
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| 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.
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| 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.
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| 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.
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10. 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.
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11. 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.
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12. 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.
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| Q: | What information do you collect and how do you use it? | | A: | When purchasing travel at 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 at AA.com.
In order for you to take advantage of the personalized services at 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.
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| 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.
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| Q: | How do I access or correct my information? | | A: | You can access your personal account information to make changes by clicking on 'My Account' on the top of any page. You must be logged in to make any changes to your account profile. If you've forgotten your password, click on 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 click on 'Email Subscriptions.' Here you can subscribe or unsubscribe.
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| 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 AA' and click the appropriate department.
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| 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) protocol, which prevents unauthorized access to sensitive information. So anytime you login, make reservations, access your AAdvantage account, or update your account you can feel confident that your security will not be compromised.
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13. 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. They can issue a refund.
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. Travel agents can issue refunds for tickets purchased through them.
If these alternatives are not convenient for you, please request a refund via mail at the following address:
American Airlines
Passenger Refunds
P. O. Box 200025
El Paso, Texas 88520-9905
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.
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| 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.
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| 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 under the following circumstances:
- Death of the passenger, immediate family member, or traveling companion.
- Schedule changes implemented by American Airlines.
- In addition, certain illnesses may be considered if your ticket included international travel (along with travel to or from the U.S. Virgin Islands and Puerto Rico).
Upon request taxes and charges not imposed by the airline may be refunded if the airline's obligation to remit the tax or charge depends upon use of the ticket for travel. Taxes and charges will not be refunded if the airline's obligation to remit the tax or charge arises from the collection of the tax or charge. All taxes and charges imposed by the United States government fall within this category and are not refundable.
Note: All refund requests must be sent to AA Passenger Refunds
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| 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.
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| 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.
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| 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.
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| 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 are 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 88520-9905
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| 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.
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| 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.
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| Q: | I had a First Class ticket but I actually flew in Coach Class. How do I obtain a refund? | | A: | Send your passenger receipt and boarding pass along with a brief request to the Passenger Refunds address listed above.
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| 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 88520-9905
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.
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| 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 1-918-254-3777 and following the menu options. 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 thirteen (13) months of the original sale date of the lost ticket.
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| Q: | I need a copy of a ticket for my expense report. How do I obtain a copy of my ticket? | | 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.
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| Q: | I have questions concerning my AAdvantage account. Where do I go? | | A: | Our Web site provides a wealth of information on your AAdvantage Account. Go to the AAdvantage section, and click on 'Program Details' to learn more! If you still have unanswered questions, please contact AAdvantage Customer Service at 1-800-882-8880.
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| 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
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| Q: | I still have more questions. Where can I go to get additional information? | | A: | If you have questions about ticket refunds that have not been addressed, you may refer to our Ticket Refunds site**.
Please also feel free to contact us:
Refund Customer Service
Monday - Friday
8:30 a.m. to 12:30 p.m.
and 1:30 to 4:30 p.m. (Central Time)
Phone
1-918-254-3777
*When accessing a partner or information site, a new browser window or tab will open. To return to AA.com, close the browser window or tab.
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14. Contact Us / Technical Support
| Q: | How do I contact American Airlines? | | A: | Select 'Contact AA' from the top menu bar and click on the specific department you need to contact from the menu listing on the left. Please provide our representative with as much of your travel information as possible for fast, efficient assistance.
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| Q: | What kind of browser do I need to access AA.com's advanced features? | | A: | Just click on the 'Browser Compatibility' link at the bottom of AA.com to access the most 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 ensuring there is a check in the box next to "JIT compiler enabled."
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| 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 ensuring there is a check in the box next to "JIT compiler enabled."
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| 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: |
| | 0207-365-0777
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.
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| Q: | How do I determine which browser I am using? | | A: | Windows 95/98
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 Apple menu. Choose 'About Internet Explorer.' A screen will appear showing which version you are using.
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| Q: | How do I upgrade to another browser? | | A: | Internet Explorer
Go to Microsoft Internet Explorer Download*. Instructions provided there will help you with download and installation.
*When accessing a partner or information site, a new browser window or tab will open. To return to AA.com, close the browser window or tab.
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15. 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.
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| 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.
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| 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.
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| 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.
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| Q: | What if I don't know what section to search? | | A: | Select 'All of AA.com' (default) as the section to be searched.
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| Q: | What if I can't find the information that I am looking for? | | A: | Select 'Contact AA' from the top menu bar on AA.com. From the menu listing on the left, click on a department to contact for assistance.
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