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Travel Information FAQs
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1. Trip Insurance
| Q: | What is travel protection? | | A: | Travel protection is the unique combination of insurance benefits and assistance services specifically designed to help protect travelers while away from home.
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| Q: | How do I purchase travel insurance online? | | A: | We offer Access America® travel insurance and assistance so purchasing protection is simple. Purchase travel protection now. All you will need to do is enter your information to get a travel protection quote. In less than a minute, you'll have
selected the appropriate coverage for your travel and be ready to purchase.
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| Q: | When is the latest I can buy travel insurance? | | A: | You can buy travel insurance up to midnight, the day before your departure.
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| Q: | Can I buy travel protection on the day of my trip? | | A: | No. Travel protection can be purchased up to the day before your trip begins.
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| Q: | Can I speak with a customer service representative to get more information or if I have questions? | | A: | Yes,
Access America's customer service is available to help 24 hours a day.
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| Q: | When is the best time to purchase travel protection in order to be covered? | | A: | While you can buy travel insurance up until the day before you leave on your trip, we recommend you purchase as early as possible to receive the maximum benefits should you have to cancel your travel arrangements for a covered reason.
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| Q: | Do I need to complete all the information requested on the application? | | A: | Yes. Since it is an insurance product, Access America requires the information. However, you can be assured your purchase
is secure using encryption technology and Access America will not disclose or sell any of your personal information, including
your name, address, credit card number, shopping, or transaction history to any third party.
View Access America's privacy policy.
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| Q: | Can I receive a confirmation email with my travel protection details? | | A: | Yes. Just enter your email address on the purchase page and Access America will email it to you. If you do not enter your email
address the confirmation will be sent via regular mail. Your confirmation will contain your travel protection details, including
a Certificate of Insurance/Policy. Please add customerservice@accessamerica.com
to your email address book to ensure correspondence isn't lost in your SPAM folder.
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| Q: | Can I change the trip details on my insurance policy? | | A: | Yes,
Access America's customer service is available to help 24 hours a day. Please contact Access America’s customer service to review your current policy and make
changes. You may incur additional costs for changes to your policy.
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| Q: | What if I want to cancel my travel insurance after I have purchased it? | | A: | Access America allows you up to ten (10) days from the purchase date to cancel your protection plan and receive a full refund of your premium, as long as you haven't already departed on your trip or filed a claim. Premiums become non-refundable after 10 days.
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| Q: | Why should I purchase travel protection? | | A: | If an unexpected covered reason causes you to miss your trip, travel protection insures your airfare, accommodations and other travel
expenses are covered. Depending on your policy, trip protection can also include:
Reimbursement for unexpected travel expenses
Concierge phone service
Medical and dental benefits in case of medical emergencies for international trips
Arrangement and payment for emergency medical evacuations and repatriations
24-hour access to emergency medical referrals and assistance
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| Q: | What is an example of a covered reason for cancellation? | | A: | There are many covered reasons for cancellation. The most common reason travelers cancel their trip is due to injury or illness. For example, if a family is planning a summer vacation and a week before the trip, a close relative is admitted to the hospital with a life threatening illness, the family could cancel their trip and file a claim for any prepaid expenses or other costs associated with a change or cancellation of their vacation plans. Restrictions may or may not apply for pre-existing illness; please review your Certificate of Insurance/Policy for details.
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| Q: | What does travel protection cover? | | A: | Access America offers a variety of protection plans to meet each individual traveler's needs. You can find more information on our
Trip Insurance page. Coverage benefits can include:
Trip Cancellation
Trip Interruption
Emergency Medical/Dental Coverage
Emergency Medical Transportation
Travel Delay
Baggage Delay
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| Q: | I don't understand the various terms used. Can you explain them? | | A: | Here is a brief explanation for the various terms used. A complete description with specific coverage amounts will be provided in your
Certificate of Insurance/Policy.
Policy Amount - This is the amount of protection that each benefit provides.
Trip Cancellation - Provides reimbursement of covered non-refundable trip payments or deposits if your trip is cancelled prior to departure for a covered reason.
Trip Interruption - Provides reimbursement for covered pre-paid, non-refundable expenses resulting from a trip interruption that occurs after departure for one
of the covered reasons.
Emergency Medical Transportation - Arranges medical transportation for a patient to an appropriate medical facility or to return home in order to receive care.
Emergency Medical/Dental Coverage - Pays for the cost of treatment associated with a medical or dental emergency incurred while traveling.
Travel Delay - Provides reimbursement for meals and accommodations when a trip is unexpectedly delayed due to a covered reason.
Baggage Delay - Provides reimbursement for essential items if your luggage is delayed for 24 hours or more.
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| Q: | What does the 24-hour customer service provide? | | A: | Access America's 24-hour assistance service is staffed with multilingual specialists, trained to help travelers with emergency medical, legal or travel help. Should a medical emergency arise, Access America will coordinate medical assistance and emergency transportation.
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| Q: | Doesn't my credit card or auto, homeowner or health insurance provide coverage for me while I'm traveling? | | A: | Credit cards and conventional insurance provide important benefits, but in many instances, they do not cover the prepaid or added
expenses associated with changes to your vacation plans.
Credit cards, traditional auto coverage, and medical policies often lack coverage for unforeseen travel expenses that stem from
cancellations, interruptions or delays. Their coverage may not extend to the non-refundable deposits and payments you've made if
you need to cancel or interrupt your vacation due to a medical emergency, certain terrorist acts, being called for jury duty, or
bad weather that completely shuts down your common carrier. Plus, filing a claim on these policies could increase your premium costs.
In addition, most US health insurance benefits are reduced when policy holders travel out of network, and very few cover more than a fraction
of the cost for overseas health care. More importantly, if you need medical transportation from another US or foreign city back home, it could be very costly.
Travel insurance can help protect your trip costs and can cover many gaps left by these other programs.
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| Q: | Can I cancel my trip for any reason and receive a full refund? | | A: | No. Trip Cancellation coverage will only refund prepaid, non-refundable payments if you have to cancel for an unexpected covered reason. Covered reasons include sudden medical emergencies, death of a family member or traveling companion, certain terrorist acts, being called for jury duty, or bad weather that completely shuts down your common carrier. Please see the Certificate of Insurance/Policy for complete details. Simply changing your mind is not a covered reason.
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| Q: | Are there events or medical conditions that are not covered? | | A: | Every insurance plan contains restrictions and limitations and existing medical conditions are one of these limitations.
Access America's program is specifically designed for travelers and covers the unexpected and unforeseen. For more information,
please refer to the Certificate of Insurance/Policy, or contact
Access America to receive more detailed information.
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| Q: | Who provides the insurance for these programs? | | A: | Insurance coverage from Access America is provided under Form No. 52.401 or 52.201 issued by BCS Insurance Company or Form No.
101-C-XX-01 or 101-P-XX-01 issued by Jefferson Insurance Company. BCS Insurance Company is rated "A-" (Excellent), and
Jefferson Insurance Company is rated "A" (Excellent) by A.M. Best Co. Access America is a service mark and division of World Access
Service Corp. Certain restrictions, limitations and exclusions may apply. Please refer to the Certificate of Insurance / Policy for complete details.
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| Q: | Why isn't my travel protection purchase displayed in my itinerary? | | A: | Access America® travel protection products are sold by third-party insurance providers like World Access Service Corp., not American Airlines.
Therefore, you will receive a separate confirmation. All policy documentation will be sent directly to you from the insurance provider.
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| Q: | Is my travel protection cancelled automatically if I cancel my travel arrangements? | | A: | No. Please contact
Access America as soon as possible to make any changes and/or cancellations to your travel protection.
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| Q: | I've cancelled my travel arrangements, how do I cancel my insurance policy? | | A: | Please contact
Access America as soon as possible to make any changes and/or cancellations to your travel protection. The insurance premium is completely refundable
if cancelled within ten (10) days of purchase. If you have cancelled your trip, please make sure to review your Certificate of Insurance/Policy as you may
be eligible for benefits due to the cancellation. Premiums become non-refundable after 10 days.
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| Q: | How do I file a claim? | | A: | Access America makes filing claims easy. You may file a claim online or by mail. For forms, online filing and claim status, visit http://www.eclaimsline.com/travel.
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2. Check-In Information
| 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. Refer to our Checking In section for additional information.
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3. Flight Check-In
| Q: | What is Flight Check-In? | | A: | Flight Check-In is a service that enables American Airlines, American Eagle and AmericanConnection® customers to check in for a flight from home, the office or anywhere there is an Internet connection. Additionally, if your itinerary includes a connection to a carrier with which we have an e-ticketing and online check-in agreement you may check in for your flights with these carriers as well. View the list of other airlines with online check-in agreements. Note: the first flight for which a passenger is checking in must be on American Airlines, American Eagle or AmericanConnection.
To use Flight Check-In, just visit www.aa.com. Select the Flight Check-In tab in the upper right corner of the home page within the Reservations box then follow the simple instructions.
Flight Check-In enables you to avoid check-in lines at the airport by printing your boarding pass from home and heading directly to security and the gate when you arrive at the airport. Flight Check-In is available for travel within the U.S., including Alaska and Hawaii, Puerto Rico and the U.S. Virgin Islands.
Please note that boarding passes for carriers other than American Airlines, American Eagle and AmericanConnection may not be issued depending on our agreement with the carrier involved. You may still use Flight Check-In for these carriers, but you will need to obtain a boarding pass directly from that carrier.
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| Q: | Who can use Flight Check-In? | | A: | You can use Flight Check-In if you meet all of the following requirements:
- You have an AAdvantage® number and password and login to AA.com OR you know the name and record locator of the passenger.
- The passenger is traveling on an American Airlines, American Eagle, or AmericanConnection®, domestic U.S., electronic ticket
(including electronic 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.
- The passenger has a seat assignment.
- The passenger is booked on a reservation that only contains flights within the U.S., including Alaska and Hawaii, Puerto Rico and the U.S. Virgin Islands.
- You are checking in only for American Airlines, American Eagle AmericanConnection® operated flights, or a carrier with which we have an
electronic ticketing agreement. The first flight for which you are checking
in must be operated by American Airlines, American Eagle or AmericanConnection to use Flight Check-In.
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| Q: | Are there any special circumstances in which I can't use Flight Check-In? | | A: | You are not eligible to use Flight Check-In if:
- You have a non-U.S. destination in your itinerary other than Puerto Rico and the U.S. Virgin Islands.
- The first flight for which you are checking in is NOT operated by American Airlines, American Eagle or AmericanConnection.
- You are traveling on a military fare.
- You are traveling with a pet.
- You are an unaccompanied minor.
- You are traveling with an oxygen container.
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| Q: | Why is the "Email for use on Cell Phone or other Mobile Device" not available for my itinerary? | | A: | To qualify for this boarding pass option, the itinerary must only contain a single passenger and depart and connect through an airport that has the capability to scan 2D barcodes on mobile phones at the TSA security check point. Those airports are currently Los Angeles (LAX), Chicago O'Hare (ORD), Orange County/John Wayne (SNA), Atlanta (ATL), Las Vegas (LAS), and Minneapolis/St. Paul (MSP). If the itinerary contains a return flight within 24 hours, the itinerary may also not be eligible.
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| Q: | Can I check in for my return flight at the same time as my outbound flight? | | A: | AA.com allows customers traveling with domestic e-tickets who have return flights within 24 hours of departure to check in for both outbound and return flight segments at the same time.
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| Q: | Why am I required to provide infant information for Flight Check-In? | | A: | American Airlines collects this information to have an accurate record of all passengers onboard the aircraft.
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| Q: | Can I use Flight Check-In if I have connecting flights? What if I'm connecting to another airline? | | A: | Yes. When your connecting flight is an American Airlines, American Eagle or AmericanConnection operated flight, you will be able
to use Flight Check-In and obtain a boarding pass for each flight. You can also use Flight Check-In when your connecting
flight is on another carrier, as long as we have an e-ticketing agreement
with that carrier.
Please note that boarding passes for carriers other than American Airlines, American Eagle and AmericanConnection may not be issued depending on
our agreement with the carrier involved. You may still use Flight Check-In for these carriers, but you will need to obtain a boarding pass directly from
that carrier.
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| Q: | Can I view or change my seat assignment using Flight Check-In? | | A: | Yes. When your itinerary is displayed prior to checking in, click the "Select" seats button to view or change your seat(s). You will be presented with a seat map showing available seats. Once you check in on AA.com, seat assignments can be viewed but cannot be changed.
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| Q: | Can I use Flight Check-In while traveling on 500-mile upgrades? | | A: | If your upgrade has already been confirmed, you must have the appropriate number of 500-mile upgrades in your account in order to complete check-in.
If your upgrade has not been
confirmed at the time you use Flight Check-In, you will automatically be given the opportunity to be added to
the Airport Upgrade Standby List on AA.com, at Self-Service Check-In or by an airport agent. The date and time
of your original request, along with your elite status level, will determine your priority on the Airport Upgrade
Standby List. Please note that you must have the appropriate number of upgrades in your account at the time of check
in for yourself and, if applicable, your companion, in order to be added to the standby list.
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| Q: | Who may purchase 500-mile upgrades during flight check-in on AA.com? | | A: | All eligible AAdvantage members may purchase 500-mile upgrades during flight check-in, provided you meet the following criteria:
Your upgrade is already confirmed, and
You are the only traveler in the reservation
If you do not meet this criteria, you may still purchase the required 500-mile upgrades at the airport Self-Service machine or
via an AA airport agent during check-in. Upgrades purchased via AA.com or at the Self-Service machine are offered at a
discounted price.
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| Q: | Where do I need to travel in order to qualify for the option to purchase 500-mile upgrades during flight check-in on AA.com? | | A: | Upgrades may be purchased during flight check-in on AA.com when you are traveling within the 50 U.S., the U.S. Virgin Islands, and
Puerto Rico. If you are traveling between the U.S. and Central America or between the U.S. and the Caribbean, you can only purchase
the required 500-mile upgrades at the airport Self-Service machine or via an AA airport agent during check-in. Upgrades purchased
via AA.com or at the Self-Service machine are offered at a
discounted price.
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| Q: | How do I pay for upgrades purchased during flight check-in on AA.com? | | A: | If you need additional upgrades for your trip, you will be prompted to purchase the required number during the flight
check-in process. You may purchase these upgrades with a credit/debit card.
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| Q: | Can I use credit/debit cards that I have saved in the Reservation Preferences area of My Account? | | A: | Yes; however, you must be logged in to have access to your saved credit/debit cards. If you are not already logged in at the time of purchase, you will be given the opportunity to do so without interrupting the check-in process.
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| Q: | Will I receive a receipt for my upgrade purchase? | | A: | Yes, you will have the option to request an email receipt at the time of upgrade purchase. This is the only point at which you will have the opportunity to request a receipt.
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| Q: | Can I purchase more upgrades than the minimum required for my trip? | | A: | Yes, you may purchase additional upgrades, up to a maximum of 32.
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| Q: | If I purchase 500-mile upgrades during flight check-in, how soon will they be available for use? | | A: | Upgrades purchased during flight check-in will be available for use immediately. However, they will not appear in your account balance on AA.com until the following day.
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| Q: | If I cancel flight check-in, is my upgrade purchase cancelled as well? | | A: | Yes. When you select the link to cancel flight check-in, your upgrade purchase transaction is cancelled at the same time.
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| Q: | Can I still purchase 500-mile upgrades prior to checking in for my flight? | | A: | Yes, you can purchase upgrades in advance, outside of the check-in process, via
AA.com or with a Reservations
agent; however, these options require a minimum of two hours processing time. Upgrades
purchased via AA.com are available at a
discounted price.
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| Q: | Do I need to print my boarding pass? | | A: | Yes. You will need to present your boarding pass to airport security. Your printer should be set to print "8 1/2" x 11" copy using normal or better quality. The page orientation should also be set to "Portrait". If you are traveling on an American Airlines flight, you will receive only one boarding pass for each flight. If you are traveling on an American Eagle flight or AmericanConnection flight, the airline agent may retain the duplicate copy of the boarding pass and the additional copy is for your records.
If you have selected the "Email to Print" option with Flight Check-In, the boarding pass has been sent to you as an Adobe® PDF attachment to the email. You will need to open the file attached to the email and then print the boarding pass on your printer.
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| Q: | What if I am having problems viewing the PDF file attachment from my boarding pass email? | | A: | : If you are having trouble viewing the attachment, be sure that you have the appropriate software (Adobe® Acrobat® or Adobe® Reader®). There are Adobe Reader versions for MS Windows, MS Windows NT, OS/2, Macintosh, and Unix platforms. Download the Adobe Reader for free from Adobe*.
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| Q: | What if I am having problems printing the PDF file attachment from my boarding pass email? | | A: | If you can view the attachment correctly on your screen, but it fails to print correctly, you should do the following:
- With the PDF file open in Acrobat or Acrobat Reader, choose Print from the File menu.
- Windows Users : Check the "Print as Image" option in the Print dialog. If you don't see the option to "Print as Image" be sure that you have the latest version of Adobe Acrobat Reader. Download the Adobe Reader for free from Adobe*.
Macintosh Users: Change the setting for the popup menu at the top of the dialog from General to Acrobat, and select Print as Image as the print method.
- Click Print.
- If you are still having trouble, additional information about troubleshooting printing problems for PDF files can be found through the following links at Adobe's site:
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| Q: | What should I do if I received a boarding pass attachment in email, but I can’t view or print my boarding pass? | | A: | To obtain a duplicate boarding pass, visit a Self-Service Check-In machine when you arrive at the airport or stop by Curbside Check-In.
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| Q: | What does my printed boarding pass include? | | A: | You will have the following information available during your trip:
- Your name, seat number and flight number
- Daily weather forecast
- Insight into activities and events taking place at your destination
- Special offers, discounts or coupons to local places of interest
- Have a connecting flight? You will have a printout of the airport map with locations for food and beverages as well as shops and services.
- Traveling with your family? Additional boarding passes will include games to play on the plane.
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| Q: | How can I print my boarding pass in black and white? | | A: | To print your boarding pass, complete the following steps:
Mac:
1. Select the "Print Boarding Pass" button on the main boarding pass page.
2. Choose "Color Matching" from the settings drop down.
3. Choose "Other Profiles" from the profile drop down.
4. Choose "Generic Gray Profile" from the list and then select the "OK" button.
Windows:
1. Select the "Print Boarding Pass" button on the main boarding pass page.
2. Select either Grayscale or Pure Black and White under the Color/grayscale option at the bottom of the print dialogue window.
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| Q: | How can I print without the weather, destination highlights and offers? | | A: | Select the "Print Without Destination Highlights" link on your boarding pass.
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| Q: | I forgot to print my boarding pass when I used Flight Check-In? Can I go back and print it? | | A: | Yes. View instructions for printing your boarding pass after you have used Flight Check-In. You may
also visit Curbside Check-In, a Self-Service machine or see an American Airlines agent when you arrive
at the airport to obtain a boarding pass.
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| Q: | Are there any special circumstances in which I can't reprint my boarding pass using Flight Check-In? | | A: | You are not eligible to reprint your boarding pass if:
- You have a destination outside the U.S., Puerto Rico or the U.S. Virgin Islands in your itinerary
- You are traveling on a military fare
- You are traveling with a pet
- You are an unaccompanied minor
- You are traveling with an oxygen container
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| Q: | What should I do if I used Flight Check-In but I lost my boarding pass? | | A: | To obtain a duplicate boarding pass, visit a Self-Service Check-In machine when you arrive at the airport or stop by Curbside Check-In.
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| Q: | What does my printed boarding pass include? | | A: | You will have the following information available during your trip:
Your name, seat number and flight number
Daily weather forecast
Insight into activities and events taking place at your destination
Special offers, discounts or coupons to local places of interest
Have a connecting flight? You will have a printout of the airport map with locations for food and beverages as well as shops and services.
Traveling with your family? Additional boarding passes will include games to play on the plane.
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| Q: | How can I print my boarding pass in black and white? | | A: | To print your boarding pass, complete the following steps:
Mac:
1. Select the "Print Boarding Pass" button on the main boarding pass page.
2. Choose "Color Matching" from the settings drop down.
3. Choose "Other Profiles" from the profile drop down.
4. Choose "Generic Gray Profile" from the list and then select the "OK" button.
Windows:
1. Select the "Print Boarding Pass" button on the main boarding pass page.
2. Select either Grayscale or Pure Black and White under the Color/grayscale option at the bottom of the print dialogue window.
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| Q: | How can I print without the weather, destination highlights and offers? | | A: | Simply select the "Print Without Destination Highlights" link on your boarding pass.
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| Q: | How do I check my baggage after checking in with Flight Check-In? | | A: | After you have checked in using Flight Check-In, you may check your bags using any of the following convenient options:
- Curbside Check-In
- Self-Service Check-In (check bags only option)
- See an American Airlines agent
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| Q: | If I've checked in and printed a boarding pass with Flight Check-In, where should I go once I arrive at the airport? | | A: | You can proceed directly to Security with your government-issued photo identification and boarding pass, then right to your departure gate where you wait for your boarding group to be called. Be sure to verify your gate assignment when you arrive at the airport as gate assignments and departure times may change. You must be at your gate for boarding at least 30 minutes prior to scheduled departure time. Reservations are subject to cancellation if you are not checked in and at the departure gate at least 15 minutes prior to departure.
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| Q: | What if I used Flight Check-In and can't make my flight? | | A: | If you are unable to make your flights, please contact American Airlines at 1-800-433-7300 prior to flight departure to retain the value of your ticket. Charges or penalties may apply for changes, depending on the fare paid for the ticket.
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| Q: | Can I change my reservations online after using Flight Check-In? | | A: | No, you are not able to change your reservation online once you have checked in. Please contact American Airlines Reservations at 1-800-433-7300 for assistance.
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4. Mobile Boarding Pass
| Q: | What is a Mobile Boarding Pass? | | A: | Now when you check in for your flight departing from Los Angeles (LAX), Chicago O’Hare (ORD), John Wayne/Orange County (SNA), Atlanta (ATL), Las Vegas (LAS), or Minneapolis/St. Paul (MSP), you can choose to receive your boarding pass for any nonstop and/or connecting flight with a single passenger electronically on your mobile phone or PDA.
- When checking in on AA.com, choose the “Email to Cell Phone or other Mobile Device” option and include the email address for your mobile phone or PDA.
- Retrieve your Mobile Boarding Pass via your email and save it to your phone for easy access at the security checkpoint (check your phone/PDA manual for options on how to save emails and view offline).
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| Q: | If I have a Mobile Boarding Pass on my cell phone or PDA, what should I do once I arrive at the airport? | | A: | At the airport, retrieve the boarding pass from your cell phone or PDA and make sure the entire barcode is visible on the screen. Also, turn the backlight setting for your phone/PDA display to the brightest mode. Proceed directly to Security with your government-issued photo identification and mobile boarding pass. Show the barcode at your security checkpoint as you would a paper boarding pass. If the scanner cannot read your barcode, a paper boarding pass will be required.
You may then proceed right to your departure gate where you wait for your boarding group to be called. Be sure to verify your gate assignment when you arrive at the airport as gate assignments and departure times may change. You must be at your gate for boarding at least 30 minutes prior to scheduled departure time. Reservations are subject to cancellation if you are not checked in and at the departure gate at least 15 minutes prior to departure
Be sure to have your boarding pass displayed on your mobile phone or PDA once your boarding group is called. You will need to show the mobile boarding pass to the gate agent for it to be scanned, as you would a paper boarding pass. If the scanner cannot read your barcode at the gate, a paper boarding pass will be required.
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5. Curbside Check-In
| Q: | What is Curbside Check-In? | | A: | A service provided at the curb of participating airports which allows you to check your bags, put any associated
baggage charges on a credit card and get a boarding pass right at the curb. Curbside Check-In is available for passengers checking bags for a domestic itinerary.
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| Q: | How can I pay for Curbside services? | | A: | Please pay any associated
baggage charges with a credit card. Tipping for skycaps is discretionary.
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| Q: | Which airports offer Curbside Check-In? | | A: | Refer to our Curbside Check-In section to see which existing airport cities offer this feature.
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6. Self-Service Check-In
| Q: | What is Self-Service Check-In? | | A: | American Airlines Self-Service Check-In is a fast and convenient way to check in for domestic and select international* destinations with an electronic ticket (E-ticket). With Self-Service Check-In machines, you can choose an English, French, Japanese or Spanish language option, check in, select a seat, check bags, get a boarding pass and obtain an electronic receipt. Additionally you may add your AAdvantage number or just check a bag if you used Flight Check-In on AA.com. Eligible passengers can also standby for an earlier or later flight and request an electronic upgrade.
*Self-Service Check-In is available at Paris Charles de Gaulle, London Heathrow, Frankfurt International, Tokyo Narita, Providenciales, Turks and Caicos and select Canadian locations for passengers returning to the U.S. who are traveling on e-tickets.
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| Q: | What airports have Self-Service Check-In? | | A: | With Self-Service Check-In machines in over 100 airports (with more to come), you'll enjoy a faster, easier check-in process in many U.S. and international locations served by American Airlines and American Eagle. For a complete list of airports, please see www.aa.com/selfservice.
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| Q: | Will all airports have Self-Service Check-In? | | A: | We have installed Self-Service Check-In machines in most domestic (and select international) airports.
We will continue to evaluate customer requests, usage and products to
determine the best locations for additional machines. For more information, please see www.aa.com/selfservice.
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| Q: | Where are the Self-Service Check-In machines located in the airport? | | A: | The Self-Service Check-In machines are located in front of the American Airlines ticket counter for baggage check in, in the ticket counter lobby, before the security checkpoint and in select gate locations for carry-on bags only. Additionally, Self-Service Check-In is now available in the lobby of the Chicago O'Hare Airport Hotel. For a complete list of machine locations, please see www.aa.com/selfservice.
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| Q: | What if I need help? | | A: | As always, our airport agents will be available should you need assistance with Self-Service Check-In.
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| Q: | Who is eligible to use Self-Service Check-In? | | A: | Any American Airlines, American Eagle or AmericanConnection® passenger with an electronic ticket may use Self-Service.
Customers traveling to international destinations can use Self-Service Check-In machines at select airports, see www.aa.com/selfservice for details.
Please remember to see an agent for special assistance if you are traveling with an infant, a pet, an oxygen container or if you are assisting an unaccompanied minor.
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| Q: | Do I need an electronic ticket to use Self-Service Check-In? | | A: | Yes. The ability to use the Self-Service Check-In machines is one of the benefits of electronic travel. Electronic tickets issued by travel agencies as well as other online sources are also valid for use with Self-Service Check-In machines. In the near future, American Airlines will have 100% electronic ticketing.
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| Q: | Can I use Self-Service Check-In if I have a paper ticket? | | A: | No. The Self-Service Check-In application is for electronic tickets (E-tickets) only. In the near future, American Airlines will have 100% electronic ticketing.
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| Q: | Can children traveling with an adult or as an unaccompanied minor use Self-Service Check-In? | | A: | Yes. Unaccompanied Children (children traveling without an adult) may use
Self-Service Check-In however, for security reasons, unaccompanied minors
must see an agent at the ticket counter.
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| Q: | Can I use Self-Service Check-In for International travel? | | A: | Yes, as long as you are traveling on an electronic ticket. You will be required to swipe your passport (for machine-readable passports) or manually enter information from your passport when using Self-Service machines for international check-in.
You will also be asked for an emergency contact, your country of residence, gender, date of birth and a visiting address for non-U.S. residents traveling to the United States. You may provide this information in advance on AA.com. Simply retrieve your reservation, select the appropriate reservation, then look for the "International Passenger Details" section.
You may also process any associated baggage charges.
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| Q: | Can I use Self-Service Check-In if I purchased my ticket from a travel agency or online agency? | | A: | Yes, Self-Service Check-In can be used with tickets issued by any source.
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| Q: | What information does the U.S. government require in my flight reservation? | | A: | For security reasons, the U.S. government requires collection of passenger travel information. The information required includes passport number, citizenship, country of residence, gender, date of birth, emergency contact name/phone, and temporary U.S. address for U.S. visitors. Most of this information can be added to your flight reservation online at AA.com. This will expedite the check-in process and save you time at the airport.
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| Q: | What is an "exception" and do I need to go to the ticket counter to complete the check-in process? | | A: | There are a few circumstances where agent assistance is required to receive boarding documents, for example when the name on the passport does not match the ticketed name or when travel documents such as visas need to be verified. Should you encounter an exception, simply stay at the Self-Service Check-In machine and an agent will be there to assist you.
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| Q: | Can I check in today for a flight that leaves after midnight? | | A: | Yes. You may check in for any flight that departs within 24 hours.
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| Q: | What's the minimum check-in time for using Self-Service Check-In? | | A: | In most airports, the minimum check-in time for using Self-Service Check-In is 30 minutes before flight departure, but it can range up to 60 minutes before flight departure in some airports. Specific cutoff times are listed on the front screen of the Self-Service Check-In machine. Please see suggested arrival times, checking in and security checkpoints for additional information.
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| Q: | What information does Self-Service Check-In need to find my reservation? | | A: | Self-Service Check-In can easily find your reservation with either your passenger name record locator (PNR), E-ticket number, AAdvantage number, your destination city, or your flight number. Please use the American Airlines PNR and not a travel agent online booking record locator. For connecting flights, please use your final destination for the destination city lookup.
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| Q: | Do I need to swipe a credit card? | | A: | No. A credit card is just one of the ways you can identify yourself at a Self-Service Check-In machine. We ask that you either swipe your passport, AAdvantage elite-status card (AAdvantage Executive Platinum, AAdvantage Platinum or AAdvantage Gold), your Admirals Club or AAirpass card with a magnetic strip or a major credit card. Please note that the name on your elite-status card or credit card must match the name as it appears on your e-ticket reservation. You may also look up reservations with just their record locator and name.
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| Q: | Will my credit card be charged when I use Self-Service Check-In? | | A: | No. Your credit card is used for proof of identification purposes only.
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| Q: | Can I check my bags using Self-Service Check-In? | | A: | Yes! With Self-Service Check-In machines that allows checked bags you can check bags under 50 lbs. measuring no more than
62 inches (measured length + width + height) and process any
associated charges for domestic or international travel.
Self-Service machines are located directly in front of the American Airlines ticket counter. Your bag tags will be printed
behind the ticket counter. An agent will check your photo ID, attach the tags to your bags and place them on the baggage belt.
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| Q: | Can I change my seat with Self-Service Check-In? | | A: | Yes. You are able to change your seat upon initial check in based on availability at the seat selection screen.
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| Q: | Can I add my AAdvantage number to my reservation when checking in with Self-Service Check-In? | | A: | Yes, you can add your AAdvantage number during the check-in process to ensure you get credit for your flight.
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| Q: | Can I get a boarding pass for my connecting flight? | | A: | Yes! You can check in for a trip with up to four (4) U.S. domestic segments from your originating airport to your destination airport. Please check the monitors for your connecting flight information.
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| Q: | How many passengers in one reservation can check in using Self-Service Check-In? | | A: | You may check in up to nine people using Self-Service Check-In. If more people are present in your reservation, you may repeat the check-in process for the remaining passengers until everyone is checked in.
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| Q: | Can I standby for another flight with Self-Service Check-In? | | A: | Yes! Self-Service Check-In will allow eligible customers to stand by for an earlier or later flight to the same eligible destination on the same date of travel at no charge.
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| Q: | Can I confirm another flight with Self-Service Check-In? | | A: | Yes! Self-Service Check-In will allow eligible customers to confirm an alternate domestic flight to the same destination on the same date of travel. You'll be given up to three flight options and if seats are available within 12 hours of departure of alternate flights, you can confirm flight changes for a $50 charge when traveling on a discounted fare.
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| Q: | Can I upgrade to the next class of service using Self-Service Check-In? | | A: | Yes! If you are an AAdvantage elite-status member (AAdvantage Executive Platinum, AAdvantage Platinum or AAdvantage Gold), or are a regular AAdvantage member flying with an unrestricted ticket, you'll be given the opportunity to upgrade to the next class of service (e.g., First Class, Business Class) on your American Airlines flight. Please note: when requesting an upgrade, all passengers in your reservation that are checking in with you must request an upgrade. If you do not have enough electronic upgrades in your account to cover the requested itinerary, you may purchase them at the Self-Service Check-In machine. Some international flights may not be eligible for electronic upgrades.
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| Q: | Can I purchase 500-mile upgrades with Self-Service Check-In? | | A: | Yes, AAdvantage members checking-in for an itinerary that requires 500-mile upgrades can purchase the upgrades they need to complete their transaction and continue check-in through Self-Service.
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| Q: | Can I purchase tickets with a Self-Service Check-In machine? | | A: | Not at this time.
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| Q: | Does Self-Service Check-In offer language options besides English? | | A: | Yes. You may choose English, French, Japanese or Spanish.
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| Q: | What is the Confirmed Upgrade option? | | A: | The Confirmed Upgrade option is a way for customers to enjoy the comfort of our premium cabins at an affordable price. This option is offered to passengers who aren't able to use 500-mile upgrades. In these situations, the Confirmed Upgrade option makes unused premium cabin seats available on the day of departure.
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| Q: | How do Confirmed Upgrades work? | | A: | If seats are available in the premium class cabin four hours before departure and flights in your itinerary are eligible for an upgrade, a customized message will be displayed during your check-in process at the Self-Service machine. You can then choose whether to purchase an upgrade, and then pay with a credit card. A receipt for the upgrade will be printed, along with your boarding pass, at the end of the transaction.
(Note - this purchase does not result in the deposit of 500-mile upgrades into your account. The charge is paid and you are upgraded to the premium cabin on the flight(s) you selected.)
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| Q: | On what flights is the Confirmed Upgrade option offered? | | A: | Passengers traveling on flights within the 48 contiguous United States, U.S. Virgin Islands, or Puerto Rico can purchase an upgrade, even if they are traveling on AAdvantage award tickets. The upgrade is available on a space-available basis on your day of travel.
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| Q: | Can I pay for Confirmed Upgrades in advance at a lower price? | | A: | The Confirmed Upgrade option is only available on the day of travel at a cost of $45 per 500 miles.
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| Q: | If I don't use the Self-Service machine for check-in, can I still use the Confirmed Upgrade option? What if I check-in at home using AA.com? | | A: | The Confirmed Upgrade option is only offered via the Self-Service machine. If you first check in on AA.com, you can still use the Self-Service machine at the airport. If the Confirmed Upgrade option is offered for your flight, you can choose to upgrade, following the usual procedures.
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| Q: | Will the Confirmed Upgrade option reduce the number of premium class seats available to full-fare and AAdvantage elite customers? | | A: | No. Upgrades via Self Service will be offered only after we've determined that sufficient premium seats are available to accommodate customers who want to buy full-fare tickets and to AAdvantage elite members who wish to upgrade.
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| Q: | As an AAdvantage elite member traveling on an award ticket, can I use the Confirmed Upgrade option? | | A: | If the Confirmed Upgrade option is available on a flight for which you are using an AAdvantage award ticket, then it will be offered when you check in using the Self-Service machine.
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7. Secure Flight
| Q: | What is Secure Flight and what does it do? | | A: | Secure Flight is a behind-the-scenes program that streamlines the watch list matching process. It was developed by the Department of Homeland Security (DHS), and it will improve the travel experience for all passengers, including those who have been misidentified in the past.
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| Q: | How does Secure Flight work? | | A: | Secure Flight matches the name, date of birth and gender information for each passenger against government watch lists to:
- Identify known and suspected terrorists
- Prevent individuals on the No Fly List from boarding an aircraft
- Identify individuals on the Selectee List for enhanced screening
- Facilitate passenger air travel
- Protect individuals' privacy
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| Q: | Why is this good for me as a passenger? | | A: | Providing this information is beneficial to passengers because it helps ensure you are not misidentified as a person on a government watch list.
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| Q: | Do I need to enter my Secure Flight Passenger Data every time I make a reservation? | | A: | Yes, you should provide your Secure Flight Passenger Data each time you book/purchase a reservation. However, as an AAdvantage member, you can save time by storing your Secure Flight Passenger Data to your AAdvantage account by going to www.aa.com/MyAccount. We will retrieve the Secure Flight Passenger Data each time you make a reservation with us. If you are not an AAdvantage member, please enroll at www.aa.com/enroll.
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| Q: | How do I update my AAdvantage account with my Secure Flight Passenger Data? | | A: | As an AAdvantage member, you can store your Secure Flight Passenger Data to your AAdvantage account by going to www.aa.com/MyAccount then, select "edit" next to your name to add your date of birth and gender.
If you’re not an AAdvantage member, join at www.aa.com/enroll and once your account has been created, you’ll be able to store your Secure Flight Passenger Data following the instructions above.
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| Q: | Why should I provide my Secure Flight Passenger Data now if it is not required to purchase a ticket? | | A: | It is strongly recommended to provide your Secure Flight information. Whether you have experienced name matching issues with the TSA watch list in the past or not, providing the additional Secure Flight Passenger Data may help prevent mistaken watch list matches in the future.
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| Q: | What if I booked/purchased my ticket prior to September 15, 2009? Do I need to do anything? | | A: | No action is required for tickets booked/purchased prior to September 15, 2009. However, if you’re an AAdvantage member, we do encourage you to update your Secure Flight Passenger Data now at www.aa.com/MyAccount. If you’re not yet an AAdvantage member, you can enroll at www.aa.com/enroll.
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| Q: | My driver's license has one name, but my name on my passport is different. Which one should I provide? | | A: | You should ensure the name provided when booking your travel, as well as the name on your AAdvantage account, matches the government ID that you will use when traveling. Over time, you should strive to achieve consistency with all of your identification documents.
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| Q: | Am I required to add a middle name or initial for myself? | | A: | The Secure Flight Final Rule requires "full name" as it appears on a person's non-expired government-issued photo ID that they will use when traveling. If the government-issued ID includes a middle name or initial, it is required under the Secure Flight Rule, and should be included when booking your reservation as well as on your AAdvantage account.
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| Q: | How should I enter the name on my reservation or AAdvantage account when it includes a title (such as "Mr.", "Dr.", "Ms.") or suffix (such as, "Jr.," "Sr.," "III," "IV") or special characters? | | A: | A title such as "Mr." or "Dr." and name suffixes such as "Jr." or "III" do not need to be included in passenger names in reservations. If your name includes a hyphen or an apostrophe, it's OK to enter "SMITH-JONES" or "O'CONNER". When you book your reservation, it will appear as "SMITHJONES" or "OCONNER".
In addition, AAdvantage members updating their name at www.aa.com/MyAccount should not input a prefix along with their first name or a suffix along with their last name. Doing so might interfere with automated mileage accrual. An apostrophe, hyphen, or spaces may be included, as needed.
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| Q: | I have a long name. What should I do? | | A: | The name on your AAdvantage account allows for up to 35 characters for first name, 35 for middle name, and 35 for last name. However, when booking a reservation on AA.com, you are limited to 30 characters for each name field, so your name may be truncated where necessary. If any one of your first, middle or last names exceeds the character limit, just enter the first 30 or 35 characters for that portion of your name and stop there. This will not impact your ability to earn AAdvantage miles.
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| Q: | Does the full name on all of my IDs have to match? What if my driver's license has only my middle initial, but my passport has my full name? Should I change my driver's license to match my passport? | | A: | Secure Flight does not require that the names on all of your IDs be identical. Passengers should provide their name as it appears on their non-expired government-issued photo ID they plan to use when traveling. This provides TSA the best information possible to use when performing watch list matching. This will result in a better process for travelers and greatly reduces the number of misidentifications. By adding date of birth and gender, the number of misidentifications is reduced further and can more readily identify passengers who do not pose a threat.
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| Q: | How will Secure Flight impact names and information on a customer's AAdvantage account? Will the name on my account need to be updated or changed? | | A: | The first and last name on your AAdvantage account does need to match the name that appears on the ticket in order
to ensure miles will be correctly posted to your account. Mileage will accrue correctly even if the middle name or initial is present on the ticket but is not in the AAdvantage profile. Visit
www.aa.com/namechange for more information regarding updating the name on your account.
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| Q: | How do I update the name on my AAdvantage account to match my government-issued photo ID? | | A: | If you need to update your first name or middle name, you can make a one-time change on AA.com when you provide your Secure Flight information by going to www.aa.com/MyAccount. If you need to make a change to your last name, go to www.aa.com/namechange for instructions.
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| Q: | If the name printed on my boarding pass is different from what appears on my government ID, will I still be able to fly? | | A: | Yes, you will still be able to fly. However, passengers should strive to obtain consistency between the name on their government-issued photo ID and their travel information. For the near future, small differences between the passenger's ID and the passenger's reservation information, such as the use of a middle initial instead of a full middle name or no middle name/initial at all, should not cause a problem for the passenger.
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| Q: | Can I retrieve my reservation on AA.com and add my Secure Flight Passenger Data if the ticket has already been purchased? | | A: | No, you will not have the opportunity to enter your Secure Flight Passenger Data after a ticket has been purchased. Customers may only add this information during the booking process. Since Secure Flight information is not yet required to travel, you do not need to contact AA to add it to a previously purchased reservation.
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| Q: | If I have a reservation on hold, can I retrieve my reservation on AA.com and add my Secure Flight Passenger Data? | | A: | No, you will not have the opportunity to enter your Secure Flight Passenger Data after a reservation is put on hold. Customers may only add this information during the initial booking process. Since Secure Flight information is not yet required to travel, you do not need to contact AA to add it to your reservation.
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| Q: | What is a Known Traveler Number? | | A: | The Known Traveler Number is reserved for future use by the TSA. The number is not required to book a reservation on AA.com. No further information is available at this time.
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| Q: | What is a Redress Number? | | A: | A Redress Number is a TSA issued code assigned to certain passengers whose names have erroneously appeared on the watch list. This number is not required to book a reservation on AA.com.
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| Q: | How does Secure Flight impact minors? | | A: | With the exception of lap children, Secure Flight information is required for everyone, regardless of age.
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| Q: | I'm booking a reservation for someone else and I don't know their date of birth, can I still book a reservation/purchase a ticket? | | A: | Yes. However, if you know the passenger's AAdvantage number and we already have their Secure Flight information on file, we'll give you the option to let us add it for you.
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| Q: | Can I save the Secure Flight Passenger Data for someone else? | | A: | No. Privacy of individuals' information is an integral part of the Secure Flight program. In order to protect your privacy and that of others, you will only be able to save Secure Flight Passenger Data for yourself.
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| Q: | Why can't I change my name when I'm booking a reservation on AA.com? | | A: | If you’re logged in as an AAdvantage member, we will automatically populate the name for your reservation from your AAdvantage account name. If the first or middle name you’re traveling under is different from the name on your AAdvantage account, you should first go to www.aa.com/MyAccount and change your name there. In order for the change to be captured, you will need to login again before proceeding with booking your reservation. If you need to make a change to your last name, visit www.aa.com/namechange for more information.
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| Q: | Why can't I change my first/middle name on my AAdvantage account on AA.com? | | A: | There are two primary reasons you may not be able to change the first or middle name on your AAdvantage account on AA.com; either because you’ve already made the one-time change allowed or because you haven’t provided your date of birth and gender, which are required to update your name. Please visit www.aa.com/namechange for additional information.
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| Q: | I've updated the name on my AAdvantage account to show my full first name and middle name, but AA.com still shows just my first name in some places on the site. Is something wrong? | | A: | No, while the home page and the My Account tab will show your full name based on your updates, we are still in the midst of making the necessary changes to AA.com to show your full name in all places. If your name appears correctly under My Account, then you can be assured that your changes were captured.
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| Q: | My last name has a hyphen in it. How should I enter it on my AAdvantage account? | | A: | AAdvantage account names can include an apostrophe, hyphen or spaces, as needed.
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| Q: | What if I accidentally entered the wrong birth date or gender information? Can I change it on AA.com? | | A: | No, you will need to fax your request, along with the proper legal documentation to the American Airlines AAdvantage Department at 817-963-7882.
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| Q: | Are all airlines participating in the Secure Flight program? | | A: | Yes, however; TSA states, “Secure Flight will be phased in and each airline will be incorporating the necessary changes into their systems over the coming months. Passengers shouldn’t be concerned if particular airlines don’t ask them to provide the additional information right away; it should not affect their travel. Each airline will request this information as their capability to capture it is integrated into their individual systems.”
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| Q: | What if I’m booking my reservation through a travel agency or third-party Web site, like Expedia, will my stored Secure Flight Passenger Data automatically be added to my reservation? | | A: | Please contact the respective party to learn about their policies pertaining to Secure Flight.
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| Q: | Why is the Secure Flight Passenger Data hidden from view for the other passengers in my party? | | A: | Privacy of individuals' information is an integral part of the Secure Flight program. In order to protect your privacy and that of others, you will not be able to view Secure Flight Passenger Data for other passengers.
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| Q: | How will my information be kept safe? | | A: | Privacy of individuals' information is a cornerstone of the Secure Flight program. TSA collects the minimum amount of personal information necessary to conduct effective watch list matching. Furthermore, personal data will be collected, used, distributed, stored, and disposed of in accordance with stringent guidelines and all applicable privacy laws and regulations. For more information, please visit TSA's Secure Flight Web site — www.tsa.gov* Keyword: Secure Flight.
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| Q: | Is this going to slow the security process down? | | A: | By providing this information in advance, most passengers will not experience any differences from the way they traveled before.
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| Q: | What are the benefits of Secure Flight? | | A: | Secure Flight will provide numerous benefits to the traveling public:
- Protect sensitive watch list data
- Enable authorities to address security threats sooner, keeping air travel safer. Secure Flight will match passenger information to watch lists well in advance of a flight, enabling authorities to respond in advance, enhancing traveler safety
- Fair and consistent watch list matching process across all airlines reduces passenger's chance of being misidentified
- Improved redress process enables those who are mistakenly matched to the watch list to avoid further problems in the future
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| Q: | Where can I learn more about the TSA Secure Flight program? | | A: | For more information, visit www.aa.com/secureflight or www.tsa.gov*, Keyword: Secure Flight
*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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8. 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. 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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9. Traveling While Pregnant
| Q: | What are the guidelines for traveling on American while pregnant? | | A: | A medical certificate is required if travel is within 4 weeks of the delivery date in a normal, uncomplicated pregnancy
For domestic flights under 5 hours, travel is not permitted within 7 days before and after the delivery date. If you should need to travel within 7 days before or after delivery, a medical certificate is required as well as clearance from our Special Assistance Coordinator.
For International travel or any flights over the water, travel is not advised within 30 days of the due date, unless the passenger is examined by an obstetrician within 48 hours of outbound departure and certified in writing as medically stable for flight. Travel within 10 days of the due date for International travel must have clearance from our Special Assistance Coordinators. Travel within 7 days after delivery requires clearance as well.
For more information, please contact a Special Assistance Coordinator through AA Reservations at 800-433-7300.
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10. Children Traveling
| Q: | Where can I find information about children traveling on American? | | A: | Visit our Traveling With Children page for all you need to know about children traveling on American.
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11. Traveling with Pets
| Q: | What do I need to know about traveling with my pet?
| | A: | There are specific guidelines regarding taking your pet with you either in the cabin or as checked baggage. Find out the answers by visiting our Traveling With Pets page.
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12. Gates And Times
| Q: | Where can I find flight arrival and departure information? | | A: | You can access flight information from the 'Travel Information' then 'Gates & Times' section located on the sidebar.
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| Q: | How do I get up to date information on my flight? | | A: | You can download American Airlines flight information from AA.com to your Palm VII personal digital organizer. With this new feature you'll always have access to schedules, gate information and arrival and departure times no matter where you are. Also, you can download our Electronic Timetable and you can find information about your flights and times even when you're not online. Go to 'Travel Information,' from the sidebar then click on 'Timetables & Downloads.'
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| Q: | What if I don't know the flight number? | | A: | If you are searching for flight information for the current or following day, you will not need it. If you are searching yesterday's date, you must include the flight number. You may obtain the flight number by accessing 'Reservations' and then 'Flight Schedules' from the left hand fly-out menu. Input the flight criteria and search for the information. If the information does not appear, please call American Airlines Reservations at 1-800-433-7300.
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| Q: | Can I get Gates & Times for other airlines on AA.com? | | A: | You may only obtain American Airlines, American Eagle or AmericanConnection® flight information. From AA.com, click on 'Travel Information' then 'Gates & Times.' Fill out the applicable information, choose the airline from the drop down menu and click 'Go.'
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| Q: | How do I find flight information on a different flight? | | A: | You may locate flight information on a different flight or your connection flight by changing the information in the 'Modify Search' box and clicking on the 'resubmit' button.
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13. Flight Status Notification
| Q: | What is 'Flight Status Notification'? | | A: | Flight Status Notification is a feature you may sign up for when you want to be notified of a flight's status. You can receive a text or voice message with information updates on your flight or a flight for which you’re expecting someone or you can notify a friend on your flight’s arrival.
You can choose to receive a voice message to your phone, or a text message to a cell phone*, alphanumeric pager*, personal digital assistant (PDA) or regular email account. Notification voice/text messages may be sent to any 10 digit dial code, including the U.S., U.S. Virgin Islands, Canada, the Bahamas and Bermuda.
You can also login with your password then sign up for notifications from the Notification Center tab in My Account. Once you've signed up, you will always receive notifications on all of your American Airlines flights.
*Device must be capable of receiving email messages.
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| Q: | Do I have to have my flight number to subscribe? | | A: | Yes, you must have your flight information to subscribe. If you don't know your flight number, you can look up schedules to find it.
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| Q: | How do I add a flight for notification? | | A: | To add/create a Flight Status Notification, click on 'Travel Information,' 'Flight Status Notification.' then 'Create'. Enter information for the flight for which you want to receive notification and click the 'Submit' button. You will receive a confirmation code assigned for your request. Or you may create a Flight Status Notification directly from the 'Flight Schedules' page in 'Reservations.'
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| Q: | How do I view existing notifications? | | A: | There are now several types of notifications - your personal flight notifications, friend notifications, and flight status notifications. When you sign up for a flight status notification, you will receive a confirmation code. Enter the confirmation code and click 'View' to review previous requests. If you are logged in as a member with your AAdvantage number and password, previous notification requests will automatically appear (as long as you were logged in as a member when you submitted the request). Additionally, if you are logged in you can view all notification types in the Notification Center tab in My Account.
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| Q: | What if I can't find my confirmation code? | | A: | Unfortunately without your confirmation code, you will not be able to view, change or delete the notification, unless you were signed into AA.com when you created the Flight Status Notification. If you were signed in when you created the Flight Status Notification, you can view it under 'Travel Information' at 'View/Delete Notification' or the Notification Center tab in My Account. For your protection, you must first sign in to view previously made subscriptions.
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| Q: | How do I change an existing notification? | | A: | To modify a previous notification request, delete the existing notification and add a new one.
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| Q: | How do I delete an existing notification? | | A: | When viewing the notification, click the 'Delete' button next to the notification you want to delete. Click 'Yes' on the confirmation page.
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| Q: | What type of device do I need to get a notification? | | A: | You can receive either a text or voice message. To receive a text message you must have one of the following: Cellular Phone, Regular Email, Alphanumeric Pager, Personal Digital Assistant (PDA). Voice messages can be delivered to wireless phones or wired phones and are limited to numbers within the 50 United States, Puerto Rico, and U.S. Virgin Islands.
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| Q: | What are my message delivery options? | | A: | Notification can be delivered as a voice message via phone or a text message via a regular email account, alphanumeric pager, text-enabled cell phone or personal digital assistant (PDA).
Text Messaging
Cell phones, pagers and PDA's must be capable of receiving email messages. The address you provide must follow the name@domain.com format. Contact your device service provider if you are unsure if your device can accept email messaging or to obtain your device email address.
Voice Messaging
Cell phones or land phones can receive voice messaging. We can deliver voice messages to phone numbers within the 50 United States only. The phone number provided must begin with the area code (do not use a 1 before the area code) followed by the 7-digit phone number. If the number provided is busy or has no answer, we will retry every 7 minutes until the departure or arrival time of the flight you have requested.
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| Q: | What type of flight information will I receive? | | A: | That depends on what information you entered. Enter information for the flight in which you want to receive notification.
Flight Number
Enter the flight number for any American Airlines, American Eagle or AmericanConnection flight. We cannot provide flight status for codeshare flights operated by other carriers.
Departure/Arrival
Messages will be sent to you based on either departure and/or arrival information for your flight. No matter which option you choose, current departure and arrival information will be provided in every message sent.
City
Select the city your flight departs from and arrives into.
Date
Select the day and month your flight departs or arrives into the city selected (based on your departure/arrival selection). You can request notification for flights up to 329 days in advance.
Baggage Claim
For your personal travel, you can request baggage arrival information when you arrive at your destination.
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| Q: | What are my notification preference options? | | A: | You must select the advance timeframe you wish to receive a notification regarding a flight’s status and gate information. You may also request to be notified of any changes to the flight’s status or gate information.
Scheduled Notification
You can elect to receive a flight status notification four hours, three hours, two hours, one hour, or 30 minutes prior to the scheduled departure or arrival time of your flight (based on your departure/arrival selection).
Change Notification
Flight status change notifications are sent any time the departure or arrival time changes by more than five minutes and the change occurs within 72 hours of the flight’s scheduled departure or arrival time (based on your departure/arrival selection). You will also receive notification if your flight cancels or is reinstated within 72 hours prior to the flight’s scheduled departure.
If you wish to receive notification of changes to your flight’s assigned gate, check the box next to 'Send me notification if gate information changes'.
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| Q: | What if I didn't receive my notification? | | A: | If you have your confirmation code and didn't receive your notification, please call the AA.com Web Support desk at
1-800-222-2377, or email Webmaster@aa.com.
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| Q: | How close to departure time of a flight can I create a flight status notification? | | A: | You will be able to create a flight status notification up until the flight’s scheduled departure time.
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| Q: | Is there a restriction about whom I may select as a contact for a notification? | | A: | Due to privacy laws, if you reside outside of the 50 United States, Puerto Rico, and the U.S. Virgin Islands, you cannot designate anyone other than yourself as the contact for a notification.
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| Q: | I no longer wish to receive flight status notifications. What do I do? | | A: | Call the AA.com Web Services desk to be added to the “block list”. You will no longer receive flight status notifications of any kind until you ask to be removed from the list:
US or Canada
1-800-222-2377
6:00 a.m. - 2:00 a.m. CT daily
United Kingdom
0207-365-0777
Monday - Friday
7:00 a.m. - 7:00 p.m. GMT
Saturday - Sunday
8:30 a.m. - 5:00 p.m.
All Other Locations
1-918-832-1384
6:00 a.m. - 2:00 a.m. CT daily
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| Q: | How many friends/additional contacts can I save? | | A: | You may save a maximum of 10 friends/additional contacts in your Account under the Contact Information and Password tab. You may send notifications to more than the 10 who are saved; however, there is a maximum of three friends/additional contacts allowed per reservation.
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| Q: | I was able to add a friend to be notified. Why can't I save that contact? | | A: | You are allowed a maximum of three saved friends/additional contacts in your Account. Also, if you are not logged in you may notify a friend but not save that contact in your Account.
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| Q: | I just completed a reservation (or retrieved my reservation) and see Create Preferences. What is this? | | A: | "Create Preferences" is a new option that allows you to set your notification preferences one time and then you will automatically be notified for your selected preferences every time you fly.
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| Q: | I changed my contact information with Reservations. Will this impact my notifications I set up on aa.com? | | A: | Yes, if a change is made to your preference contact, the change will apply to your notifications.
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| Q: | Where can I find my preferences and contacts I've added to be notified? | | A: | Once you have logged in, go to My Account, Notification Center tab. By selecting the View Details option, you can see the notification information for each reservation.
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| Q: | I have a reservation but why am I not seeing my notification preferences? | | A: | There could be several reasons:
- You are not currently logged in to AA.com
- Your AAdvantage number is not in your reservation
- You were originally scheduled to travel with others and your reservation was split from the original (due to flight changes)
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| Q: | I have a reservation on American, but when I view details or notify a friend I don’t see that flight. | | A: | If you have a reservation on a codeshare flight (a flight that is marketed by American Airlines but actually operated by another carrier) you will not have the ability to set up notifications. Notifications are only applicable on flights marketed and operated by American Airlines, American Eagle and AmericanConnection®.
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14. Timetables
| Q: | What are Timetables? | | A: | Timetables are downloadable copies of current American Airlines schedules that you can store on your PC, Palm, or PocketPC. They are convenient sources of up-to-date schedule information that can be used even when access to the Internet is unavailable. The oneworld™ Timetable is also available. For more information see www.aa.com/timetables.
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| Q: | What are the product features of the American Airlines Electronic Timetable? | | A: | Flight Schedules - Provides the ability to access nonstop, direct, one-stop and multi-stop flights for specified travel dates.
City and Airport Timetables - Offers the ability to view and print timetables either between two city pairs over a range of dates, or an airport timetable over a range of dates.
Itinerary Builder - Allows you to create itineraries to be viewed, printed or sent to a specific company or person for communication, approval or booking.
Comments - Add comments to your itinerary such as reservation numbers, hotel address, etc.
TravelWire - With an Internet connection you can access news and features including AA Vacations, AAdvantage News, Currency Converter, Admirals Clubs® and Products and Services.
The American Airlines Web site, AA.com, is one click away.
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| Q: | I downloaded the file but now I can't find it. | | A: | To help you locate your American Airlines Timetable file, aa.exe, use FIND (Windows 98/00/XP/NT). If you have downloaded this program in the past you may have several editions. Select the latest edition and double click on it. The program will self-install. Follow the instructions.
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| Q: | I have downloaded the file but I cannot get it to work. | | A: | Did you install the file after downloading? If not, use Windows explorer to locate the file ('aa.exe') and double click on the Timetable icon.
You may have a corrupted download file. Download again.
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| Q: | The download is timing out, what do I do? | | A: | Try downloading at non-peak hours. If the problem persists, contact your Internet Service Provider and request help.
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| Q: | Is there an American Airlines Electronic Timetable product for Macs? | | A: | Currently the American Airlines Electronic Timetable only works on the Windows Platform.
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| Q: | How often is the American Airlines Electronic Timetable updated? | | A: | The American Airlines Electronic Timetable is updated weekly.
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| Q: | What is TravelWire? | | A: | TravelWire is a real time news service that is accessible via the Internet. Highlight the desired topic and click 'Download'.
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| Q: | I can't access an Itinerary created prior to a program update. | | A: | This is not an error. Itineraries are associated with program versions. Flight schedules change and a valid connection one month may not be valid the following month.
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| Q: | Why am I getting an Error Message: "Time Out" when updating Electronic Timetable? | | A: | Make sure you have a live Internet connection. (AOL users should be connected to the World Wide Web, not just AOL service.) There may be problems on the Internet. Try at different times such as non-peak times. Your Internet provider may be placing limitations on your account. Check that you can download large files (over 2.5 MB).
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| Q: | How do I update my Electronic Timetables? | | A: | To receive the most up-to-date American Airlines Electronic Timetable, click on the Update Schedules button on the front of the Electronic Timetable screen.
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| Q: | How often is the American Airlines Timetable PDF updated? | | A: | The PDF version is updated once a month at the beginning of the month.
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| Q: | How do I update the Palm OS Timetable? | | A: | The AAFlights Conduit automatically checks for a new timetable database on a weekly basis. If there is a new timetable the AAFlights Conduit will
download and install it on your PDA during synchronization.
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| Q: | What if I have problems upgrading from my current Palm to a Palm OS 5 PDA? | | A: | The American Airlines PocketFly Palm OS Timetable is compatible with Palm's new operating system, Palm OS 5, as well as previous versions of the
Palm Operating System (2.0 forward).
If you have trouble copying American Airlines PocketFly Palm OS Timetable files from your old handheld to a new handheld that uses the Palm OS 5,
follow these steps:
Delete the AA Flights application from your PDA.
Softboot your new PDA (turn over your PDA, slide open if applicable, and push in on the recessed button).
Download and install the Palm OS application from www.aa.com/timetables .
If you use the automatic update conduit, remember to HotSync a second time to download the current schedule database from the network.
If you continue to have difficulty, either remove the AAFlights.prc from your Palm/Backup folder or confirm that 'Handheld overwrites PC'
is selected in 'Custom' on your Palm DeskTop application.
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| Q: | I receive an "incompatible database" message. What is the problem? | | A: | You probably have conflicting applications:
Delete the AA Flights application from your PDA.
Soft boot your PDA by turning over your PDA, sliding it open (if applicable) and pushing in the recessed button.
Download and install the Palm OS application from www.aa.com/timetables.
If you use an automatic update conduit, remember to HotSync a second time to download the current schedule database from the network.
If you continue to have difficulty, either remove the AAFlights.prc from your Palm/Backup folder or confirm that "Handheld Overwrites PC"
is selected in "Custom" on your Palm DeskTop application.
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| Q: | With what organizer is the American Airlines Palm OS Electronic Timetable compatible? | | A: | It is compatible with any hand held device using the Palm Operating System (Palm, HandSpring, Symbol, Sony, etc.).
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| Q: | How do I find a Scheduled Flight? | | A: | Tap on the 'AA Flights' icon.
Enter the 3 letter IATA code for the From and To Airports or enter the full or partial city/airport name.
Tap 'Any Date' to display a calendar and select a specific date or use 'Any Date'.
Tap 'Find'
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| Q: | Flight Schedule: I have entered the correct IATA code or spelled the city/airport correctly and I get the
message: "there is no airport in the database that begins with..." | | A: | Try removing any spaces before or after the entered information. This can be confirmed by viewing any spaces after the first
parenthesis or before the second parenthesis (i.e. '_ord' or 'ord_'. Should be: 'ord').
If this error message still persists, the city or airport might not be in the American Airlines route system.
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| Q: | Can I access American Airlines flight information if my mobile phone, PDA or Blackberry is Internet enabled? | | A: | If your mobile phone, PDA or Blackberry is Internet enabled you can access American Airlines flight information
if your service plan includes Internet access. Access also requires network coverage by your mobile service provider at your location.
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| Q: | What do I do if I'm not receiving any American Airlines flight information? | | A: | First see if you can access other Web sites with your phone or Minibrowser. If not, you may be out of the service coverage area.
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| Q: | What is a Minibrowser? | | A: | A Minibrowser is a browser on your phone, PocketPC, Palm, or Blackberry. The AA Minibrowser is optimized to your phone or PDA screen size.
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| Q: | How often is the American Airlines Pocket PC Timetable updated? | | A: | The American Airlines Pocket PC Timetable is updated by Monday morning each week.
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| Q: | How do I update my American Airlines Pocket PC Timetable? | | A: | Updates currently require a download and reinstallation of the American Airlines Pocket PC Timetable.
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| Q: | With what Pocket PC applications is the American Airlines Pocket PC Timetable compatible? | | A: | The American Airlines Pocket PC Timetable is compatible with PDAs using the Pocket PC 2000/02/03 Operating System.
Help for oneworld products is available on http://www.oneworldalliance.com*
The Palm OS Manual and Palm customer support can be accessed online at www.palm.com*
*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. During Your Flight
| Q: | What is a Flagship Suite? | | A: | The Flagship Suite is an innovative first class cabin configuration offered on select Boeing 777 aircraft operating between the U.S. and select transatlantic cities. Features of the Flagship Suite include privacy dividers, individual laptop powerport connections, leather headrests, personal entertainment systems and swivel seats to conduct business in your own personal conference area. When you're ready to sleep, each Flagship Suite transforms into a fully flat, six-foot six-inch bed with drop-down armrests that allow for easier access and more sleeping space for a comfortable night's rest.
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| Q: | What is Gate Connect? | | A: | Gate Connect is an in-flight program that provides connecting gate information on cabin video screens on all American Airlines' Boeing 777 aircraft. Information provided includes: arrival gate and baggage claim, a list of connecting flight departure gates as well as a graphical display of the arrival airport.
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| Q: | What kind of powerports are available on AA flights? | | A: | American uses a "cigarette lighter" style outlet delivering 15 volts of direct current.
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| Q: | When may I use my cellphone on an American Airlines flight? | | A: | On all departing flights worldwide, you may use your cell phone, laptop computer, two-way pager and PDA until the aircraft door is closed. Upon arrival on most fleet types* with American Airlines, American Eagle and AmericanConnection, you may use your cell phone during taxi-in as signaled by a flight attendant announcement. Use of cell phones is not allowed during flight per Federal Communication Commission rules.
*The arrival policy applies to flights arriving in the United States, the U.S. Virgin Islands and Puerto Rico. This policy is not available on American Eagle turboprops.
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| Q: | When may I use inflight satellite phones? | | A: | Worldwide satellite communications are available on American Airlines' Boeing 777 and Boeing 767 aircraft almost anytime while flying over North America and worldwide.
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| 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.
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| Q: | Does American Airlines offer meals to meet specific dietary needs? | | A: | Yes. At your request, we can provide special meals to meet specific dietary needs and to adhere to religious dietary codes on select flights. Please check the information provided on our Special Meals page to verify that special meals are provided from your departure city as well as the minimum time required to order a special meal for your flight. To request a special meal, please call American Airlines at 1-800-433-7300 in the U.S. and Canada or your local American Airlines office and when you check in, advise the gate agent and a flight attendant that you ordered a special meal.
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| Q: | How can I find out what wines are available on my transcontinental or international flight? | | A: | Please visit our Wine Selections page.
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| Q: | What type of entertainment is available on flights? | | A: | We are pleased to offer a wealth of information regarding inflight entertainment to help you prepare for your upcoming flights. On all of our flights, you can enjoy a variety of magazines for your reading pleasure and on longer flights you might also enjoy inflight television, movies, music and more! Visit www.aa.com/entertainment to learn more about entertainment provided on select flights.
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| Q: | Where can I find out what movie will be playing on my flight? | | A: | Please visit www.aa.com/movies.
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| Q: | How often do inflight movies change? | | A: | Movies on flights within Canada and the United States change twice a month. Movies on international flights change on the first day of each month.
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| Q: | Are there any inflight magazines in Spanish or Portuguese? | | A: | Yes. Written in Spanish and Portuguese, Nexos® magazine can be found on board American Airlines flights to and from Latin America, Mexico, Spain and the Caribbean. Nexos focuses on the people, places and passions of the Latin American culture and lifestyle.
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| Q: | Where can I learn more about onboard shopping? | | A: | Visit the Shopping page in the "During Your Flight" section of AA.com to learn more about Duty Free shopping, SkyMall® and items available from the C.R. Smith Museum.
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16. Worldwide Sites
| Q: | Does AA.com have Worldwide or International Web sites? | | A: | Yes, AA.com does has over 30 international multi-lingual Web sites that offer a variety of travel information pertinent to users residing in those regions of the world. A listing of the current sites available can be found on the AA.com Worldwide Sites information page.
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