Customer service and contingency plans

Customer service plan

American Airlines and American Eagle are in business to provide safe, dependable and friendly air transportation to our customers, along with numerous related services. We’re dedicated to make every flight you take with us something special. Your safety, comfort and convenience are our most important concerns.

Contingency plan for lengthy tarmac delays at U.S. airports

Providing for the essential needs of our customers during flight irregularities is a key component of our customer service philosophy and commitment. Every American Airlines, Envoy, PSA and Piedmont U.S. airport team has a comprehensive contingency plan to respond to lengthy tarmac delays. Each plan ensures we’ll have adequate resources available, designates a control person to coordinate the activities of the local team, as well as to communicate with our central operations center.

At each U.S. airport we serve, or regularly use for diversions, we have coordinated our plans with local airport authorities and the Transportation Security Administration (TSA). We also coordinate with U.S. Customs and Border Protection at each U.S. airport regularly used for international flights, including diversion airports and will make reasonable efforts to share facilities and make gates available to other carriers in an emergency. This contingency plan is explicitly separate from and not a part of these carriers' contract of carriage.

Limits of lengthy onboard ground delays

Lengthy onboard ground delays can take place both during taxi-out (prior to departure) and taxi-in (after landing). During these phases of travel, these limits apply:

Delays longer than these time limits may be necessary if:

Passenger services during a lengthy onboard ground delay

For all flights experiencing a lengthy ground delay at a U.S. airport, American Airlines, Envoy, PSA and Piedmont will:

At American Airlines, Envoy, PSA and Piedmont, the safety and comfort of our customers is always an important priority, especially during flight delays. We are confident our contingency plans will lessen your inconvenience.