Customer service FAQs
Bags
Checked bags
Carry-on bags
Through checked bags
No; we’ll only through check bags if all your tickets are in the same reservation and you are connecting to another American Airlines or oneworld® flight.
Paying for bags online
Yes, if you’re on eligible routes marketed and operated by American Airlines, you can save on your 1st checked bag online if you bought your ticket on or after Dec. 1, 2025. You can also save on your 2nd checked bag online if you bought your ticket on or after Feb. 18, 2026 for these eligible routes.
Eligible routes
If you’re traveling within or between:
- The U.S. (including Hawaii and Alaska)
- Puerto Rico
- U.S. Virgin Islands
You’re traveling between the U.S. and:
- Canada
- Caribbean (except Cuba / Haiti)
- Mexico
- Central America (except Panama)
- Guyana
You can only pay for bags online starting 331 days and up to 2 hours before departure for travel within and between the U.S., including Hawaii and Alaska, Puerto Rico, U.S. Virgin Islands and Canada, Caribbean (except Cuba / Haiti), Mexico, Central America (except Panama) and Guyana.
You can't pay for bags online if you're waitlisted, standing by for another flight, or had a flight disruption and you haven’t confirmed your new flights.
You can pay for up to 3 checked bags per person on aa.com or in the app when you check in. We'll send an email confirmation with instructions on where to drop bags at the airport.
If you are checking more than 3 bags per person, you can add more at the airport according to the max permitted for your trip.
Yes, after you paid for bags online you can add more later up to a maximum of 3 per person online. You can check more bags at the airport according to the max permitted for your trip. Additional bag fees will be calculated based on the number of bags you already added for each passenger.
You can only pay for bags on aa.com, in the app or at the airport.
Yes. Your AAdvantage® number must be included in your reservation to automatically receive your checked bag benefit.
When checking in on aa.com or the American Airlines app, simply indicate that you plan to check bags. Our system will then recognize your AAdvantage® status or AAdvantage® credit card benefits and apply the free checked bag allowance associated with your account.
Yes. You can pay for up to 3 bags per person on the same reservation. For example, 4 passengers can pay for a total of 12 bags.
Yes, when they travel on a military fare, but do not have the option to pay for bags online. If you’re not traveling on a military fare show your military ID at the check-in counter to receive free bags.
The standard bag refund policy would apply.
You must pay carry-on pet fees at the airport.
No. If you pay for your bags online the bag fees are non-refundable.
If you change your flight:
- In most cases, your bags will carry over to your new flight.
- If your bags aren’t carried over to the new flight, we’ll refund the fees as Trip Credit, which can be used toward a future flight. You’ll need to pay for checked bags on your new flight.
- If you cancel your flight or buy an upgrade to a fare that includes free checked bags we’ll refund your bag fees as Trip Credit.
- Checked bag fees you paid are non-refundable when paid at the airport.
Curbside check-in
We recommend you arrive to the airport at least 2 hours before domestic flights to allow plenty of time to check in and clear security before scheduled departure. If you're using curbside check-in, allow yourself at least 45 additional minutes.
Service fees are non-refundable, but if you've been incorrectly charged for bag fees paid at a Bags Inc. curbside concierge location (generally indicated with Bags Inc. uniformed employees), contact Bags Inc. at 407-284-1231 or through this link.
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Limitations and embargo
Some international destinations have year-round embargoes, while others have embargoes during certain times of the year.
Delayed and damaged bags
Bag delivery
Lost and found
Refunds and receipts
Refunds
You have 24 hours from the time you first buy your ticket for a refund if you booked at least 2 days before departure. The 24-hour refund policy applies to all ticket types, but you have to cancel the trip to get a refund. If you bought your ticket through a travel agency or another booking source, contact them for a refund. Reservations booked as part of group block do not qualify for the 24-hour refund.
Refunds will be issued to the original form of payment in full amounts, less:
- Sale-imposed non-refundable taxes
- Service charge for booking through Reservations
To cancel your trip, find your trip online or log in to your AAdvantage® account.
If you bought your American Airlines ticket directly from us, you can request a refund online. We'll process your refund back to the original credit card within 7 business days (it should appear on your statement in 1-2 billing cycles). For all other forms of payment, we’ll process your refund within 20 days after receiving a complete refund request.
Refund requests must be submitted while your ticket is valid – 1 year from the ticket issue date. We will not process refunds on expired tickets.
If you bought your ticket through a travel agency or another booking source, contact them for a refund.
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We don't refund cash for non-refundable tickets. However, we may refund a non-refundable ticket if:
- You cancel within 24 hours from the time you first buy your ticket, and bought your ticket at least 2 days before departure
- There is a schedule change of 3 or more hours (domestic) or 4 or more hours (international) and you decide not to travel
- There is a schedule change of 90 minutes or more within 72 hours of your scheduled departure time and you decide not to travel
- There is death of the passenger / traveling companion
- Military orders / change in duty
U.S. Department of Transportation (DOT) rules allow you to get a refund if your flight is significantly disrupted and you decline our rebooking offers, even if you bought a non-refundable ticket.
Significant flight changes and cancellations
Refunds will be made to the original form of payment. Supporting documents may be required.
If you bought your ticket through a travel agency or another booking source, contact them for a refund.
Unsure if your ticket is non-refundable?
Find your trip online. Your flight details will show as 'non-refundable.'
Taxes
You may be entitled to a refund of some taxes included in the price of your ticket:
- If you're only refunded taxes, the remaining value of the ticket will be lost and can't be used for future travel
- Upon written request, taxes or fees not imposed by the airline that are specific to destinations can be refunded
- Taxes or fees won't be refunded if American has an obligation to pay regardless of travel
- Refundable taxes and fees will be refunded to the original form of payment
- On domestic (U.S.) itineraries, the only refundable tax is the Security Service Fee ($5.60 one way/ $11.20) round trip
Request a refund
Refund requests must be submitted while your ticket is valid – 1 year from the ticket issue date. We will not process refunds on expired tickets.
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Within 24 hours:
You have 24 hours from the time you first buy your ticket to cancel for a refund if you booked at least 2 days before departure. After 24 hours, refunds to your original form of payment are not allowed.
After 24 hours:
If you're an AAdvantage® member and cancel your flight, you may be able to receive a Trip Credit, minus a Basic Economy cancellation fee. To qualify, your AAdvantage® number must be included in your reservation before canceling and your trip must be:
- Booked in the U.S. directly through American
- On an American Airlines marketed and operated flight starting in the 50 U.S. states
- Canceled on aa.com or in the American app before your first flight departs
If you cancel a trip that has already begun, the ticket loses any remaining value and cannot be used for future travel.
U.S. Department of Transportation (DOT) rules allow you to get a refund if your flight is significantly disrupted and you decline our rebooking offers, even if you bought a non-refundable ticket.
Yes, you can apply the unused value of your ticket towards future travel on American, depending on the fare rules.
- If you cancel your trip on aa.com before departure, we will cancel your ticket and issue a Trip Credit. Your Trip Credit will be valid until the date listed on the credit.
- If you cancel your trip through any other channel, we will cancel your ticket and issue a Flight Credit. When using your Flight Credit travel must begin within 1 year from the date your ticket was first issued. You may be charged a change fee and any difference in ticket price.
Keep in mind, you must cancel your ticket before the first flight departs, or the ticket will lose any remaining value and cannot be used for future travel.
If the product or service you paid for was provided on an alternate flight, no refund will be provided.
However, these products and services are eligible for a refund if you’re unable to use them:
- Bag fees (refund does not apply to bags bought online)
- Pet fees
- Priority boarding
- Same-day flight change or standby
- Unaccompanied minor fee
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You will be promptly refunded for your ticket fare, including taxes and fees, if there is a cancellation or significant change to your trip and you decide not to rebook. Significant changes include:
- Changes to itineraries of 3 or more hours (domestic) or 4 or more hours (international)
- Changes in departure or destination airports
- Downgrades to a lower cabin
- Increased number of flight connections
Changes are calculated from the original departure and arrival times at booking, or the latest change you made to your trip.
If you accept our rebooking offers, like continuing to travel on a delayed or rescheduled flight, you won't be eligible for a refund.
If you choose travel credit instead of a refund:
This travel credit will be valid 5 years from the date of the qualifying delay or cancellation.
Delayed or lost bags
Refunds will be issued if you filed a mishandled baggage report and the bag was not delivered within:
- 12 hours from your last arrival (U.S. domestic flights)
- 15 hours of your last arrival (international flights less than 12 hours)
- 30 hours of your last arrival (international flights more than 12 hours)
Other fees
You may be eligible for a refund if we don’t provide the ancillary services you paid for due to no fault of your own, when we become aware that the service is not available. This includes:
- Seats
- Wi-Fi
- Other optional fees
Passengers with disabilities
We promptly refund you if you have a disability and you inform us that you do not wish to travel due to:
- A downgrade to a lower cabin that makes necessary accessibility features unavailable
- A change of connecting airport
- A different aircraft lacking necessary accessibility features
We’ll also refund others on the same reservation who choose not to travel without you.
For flights on or after April 28, 2025, you can request a refund or a transferable travel credit valid for 5 years if you have a serious communicable disease. This type of disease:
- Can cause serious health problems (like breathing issues, organ damage or even death)
- Spreads through close contact or shared surfaces
For example, while the common cold spreads easily, it doesn't cause serious health issues and wouldn't qualify.
Requirements
Doctor's advice
You need a doctor’s certificate stating you shouldn’t fly because it could pose a risk to others based on your health and public health advice from Centers for Disease Control and Prevention (CDC) or World Health Organization (WHO).
Government restrictions
Provide a government order or document showing any travel restrictions if government rules prevent you from traveling to, from or within the U.S. This also applies if you need to quarantine for more than half of your trip (excluding travel days).
Public health emergency
During a public health emergency, you need a doctor's certificate stating that you shouldn’t travel based on your condition and public health advice (from CDC or WHO).
How to request a refund
- Download the Certification by Healthcare Provider of Serious Communicable Disease PDF
- Have your doctor complete and sign the form
- Submit your completed form to American when you request a refund
Receipts
You can request a receipt for most tickets booked in the past 9 months. Simply enter the 13-digit ticket number and the passenger last name.
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It may take up to 72 hours or more for your transaction to appear. Be sure to verify the requested information including your date of purchase, last four digits of the credit card, and last name.