A Guide to Air-Passenger Rights: American

American


Notifications of Delays, Cancellations, Diversions

American will provide passengers at the airport and onboard an affected aircraft with timely and frequent updates regarding known delays, cancellations, and diversions within 30 minutes of becoming aware of the flight irregularity and will strive to provide the best available information concerning the duration of delays and, to the extent available, the flight's anticipated departure time. American will contact passengers in advance, whenever reasonable, at the phone number(s) provided in the reservation record, or through phone, email, and text updates for passengers who sign up for flight status notification via aa.com. 


Cancellations by Traveler

American offers a full refund without penalty within 24 hours of ticketing that occurs six or fewer days before departure.

If a passenger purchased a refundable ticket directly from American, he or she can submit a refund request via American's Ticket Refunds site, or may take the ticket to the nearest airport location or one of American's Travel Centers. If a passenger purchased an electronic ticket, he or she may call reservations at 1-800-433-7300 to request a refund. If a passenger purchased from a travel agent, the passenger should contact the travel agent to arrange a refund. Refunds can also be requested by mail. Refunds will be processed back to the original form of payment. Cash or checks cannot be issued if the ticket was purchased with a credit card.

Nonrefundable tickets generally cannot be refunded. Exceptions may be available for a refund of the unused portion of the ticket, which include death of a passenger, death of family member or traveling companion, or schedule changes implemented by American that are unacceptable to the passenger and result in a change of 61 to 120 minutes. Subject to certain restrictions and charges defined in the rules of the fare, the value of a wholly unused nonrefundable ticket may be used toward the purchase of a new ticket. Travel on such reissued tickets must commence no later than one year from the date of issue of the first ticket. For partially used tickets, the residual value may be used toward the purchase of a new ticket. All travel on such reissued tickets must commence no later than one year from the date of issue of the first ticket or sooner if required by the ticket's fare rules. The itinerary for any unused or partially used nonrefundable ticket must be canceled before the ticketed departure time of the first unused coupon, or the ticket will lose any remaining value and cannot be used for travel or reissue.


Cancellations Within Airline Control

When cancellations are experienced, American will attempt to reroute the passenger on the next American flight with available seats. If American does not get the passenger to his or her final destination on the expected arrival day, the airlines will provide reasonable overnight accommodations, subject to availability.

In extreme circumstances where a flight is cancelled while on the ground in the city it was diverted to, passengers will be rerouted on the next American flight with available seats, or in some circumstances on another airline or other means of transportation. If American is unable to reroute the passenger, reasonable overnight accommodations will be provided by American, subject to availability. If a passenger’s originally scheduled flight was canceled and he or she decides not to travel, a full refund may be issued.


Cancellations Beyond Airline Control

In the event of a force majeure event, American may, without notice, cancel, terminate, divert, postpone, or delay any flight and issue an involuntary refund to passengers. The involuntary refund will be made in the original form of payment.

If a flight is canceled due to circumstances beyond the airline's control, the passenger is responsible for his or her own overnight accommodations, meals, and incidental expenses. American personnel may be able to help obtain accommodations in these circumstances. American may be able to help find a "distressed passenger" rate at local hotels, but hotel charges and other incidental charges including meals, telephone calls, transportation, etc. are at the passenger’s expense.

Delays

In the event of a force majeure event, American may, without notice, cancel, terminate, divert, postpone, or delay any flight and issue an involuntary refund to passengers. The involuntary refund will be made in the original form of payment.

When major delays are experienced, a passenger will be rerouted on the next flight with available seats. American will provide amenities that are necessary to maintain the safety and/or welfare of certain delayed passengers, such as passengers with disabilities, unaccompanied children, the elderly, or others, consistent with special needs and/or circumstances.


Onboard Ground Delays

Passengers will be offered snack food and water no later than two hours following gate departure or flight touchdown. Comfortable cabin temperatures will be maintained while passengers are onboard delayed flights. Medical assistance will be provided if needed.

On domestic flights, passengers will be given the opportunity to deplane the aircraft before the ground delay exceeds three hours. On international flights operated by American, passengers will be given the opportunity to deplane before the delay exceeds four hours. Passengers on delayed flights will receive notifications regarding the status of the delay every 30 minutes while the aircraft is delayed, including the reasons for the tarmac delay, if known. Passengers on a delayed flight will be notified beginning 30 minutes after the scheduled departure time and every 30 minutes thereafter that they have the opportunity to deplane from an aircraft that is at the gate or another disembarkation area, if the opportunity to deplane exists. Passengers will also be provided with adequate food and potable water no later than two hours after the aircraft leaves the gate or touches down, operable lavatory facilities while the aircraft remains on the tarmac, adequate medical attention if needed, and a comfortable cabin temperature.


Overbookings (Involuntarily Denied Boarding)

If a flight is overbooked, no passengers will be denied seats until airline personnel first ask for volunteers willing to give up their reservation in exchange for payment of the airline’s choosing. If there are not enough volunteers, other passengers may be denied boarding involuntarily, based upon check-in time, severe hardships, fare paid, and status within the AAdvantage program.

If a passenger is denied boarding involuntarily, he or she is entitled to a payment of denied-boarding compensation from the airline. If a passenger is involuntarily denied boarding and is rebooked to arrive at his or her destination or first stopover within one hour after the planned arrival time of the original flight, there is no monetary compensation. If a passenger is involuntarily denied boarding and is rebooked on a domestic flight to arrive at his or her destination one to two hours later, or an international flight to arrive at his or her destination one to four hours later, the passenger will be compensated with 200% of the value of the affected flight segment(s) (up to $675). If a passenger is involuntarily denied boarding and is rebooked on a domestic flight to arrive at his destination two or more hours later, or an international flight to arrive at his or her destination four or more hours later, the passenger will be compensated with 400% of the affected flight segment(s) (up to $1300). In this case, the passenger may elect not to travel and American will refund the affected flight segments in addition to the monetary compensation.


For more information, visit AA.com.


Other Airlines:

Air Canada

Alaska

Allegiant

Delta

Frontier

Hawaiian

JetBlue

Southwest

Spirit

United

Virgin America

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