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Refund Information - American Airlines Group

Refund Information Refund requests for travel agencies Address of AA Passenger Refunds Bereavement and Critical Illness Duplicate ticket Refunds Expired ticket Government Transportation Request (GTR) Military Waivers Non-Refundable ticket Exchanges Refund Status Requests schedule Change or Flight Delay Refunds schedule irregularity / Cancelled Flights Refunds Taxes and Fees Refund Requests ticket Validity Refund requests for travel agencies: Agencies are permitted to process a Refund on a non-refundable ticket (s) when following the published guidelines as follows: Original tickets issued prior to April 8, 2020 schedule Change flight delay of 60+ minutes schedule irregularity / (IROPS) guidelines flight delay of 60+ minutes or cancelled flight Customer must be Holding Confirmed (HK) at the time of the change Travel Notice refer to the specific event Reduction/Suspension of Service refer to specific protection policy See schedule Change guidelines Tickets issued on/after April 8, 2020 schedule Change flight delay of more than 240 minutes schedule irregularity / (IROPS) guidelines flight delay of more than 9

For tickets issued on/after April 8, 2020: refer to Schedule Irregularity/IROPS on/after 08APR20 • Refund is permitted as long as the original schedule change was greater than 90 minutes and the customer was Holding Confirmed (HK) at the time of the irregularity

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  Information, Schedule, Issued, Ticket, Refund, Ipro, Irregularity, Refund information, Tickets issued, Schedule irregularity

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Transcription of Refund Information - American Airlines Group

1 Refund Information Refund requests for travel agencies Address of AA Passenger Refunds Bereavement and Critical Illness Duplicate ticket Refunds Expired ticket Government Transportation Request (GTR) Military Waivers Non-Refundable ticket Exchanges Refund Status Requests schedule Change or Flight Delay Refunds schedule irregularity / Cancelled Flights Refunds Taxes and Fees Refund Requests ticket Validity Refund requests for travel agencies: Agencies are permitted to process a Refund on a non-refundable ticket (s) when following the published guidelines as follows: Original tickets issued prior to April 8, 2020 schedule Change flight delay of 60+ minutes schedule irregularity / (IROPS) guidelines flight delay of 60+ minutes or cancelled flight Customer must be Holding Confirmed (HK) at the time of the change Travel Notice refer to the specific event Reduction/Suspension of Service refer to specific protection policy See schedule Change guidelines Tickets issued on/after April 8, 2020 schedule Change flight delay of more than 240 minutes schedule irregularity / (IROPS) guidelines flight delay of more than 90 minutes or cancelled flight Customer must be Holding Confirmed (HK)

2 At the time of the change Travel Notice refer to specific event Reduction/Suspension of Service refer to specific protection policy See schedule Change guidelines Travel agencies who process unauthorized refunds are subject to a debit memo. American reservations sales representatives may not authorize exceptions to this policy. The waiver code is limited to 15 characters. Agencies Processing through ARC Process Refund through your GDS: Valid wholly unused, partially used tickets and tax only refunds should be processed via your GDS ARC/IAR Refund Exchange Notification (REN): If unable to Refund through your GDS, you may process in your IAR/ Refund Detail Screen o Input the applicable waiver code on the Refund Detail Screen For assistance, contact the ARC Help Desk at 855-816-8003 International IATA agencies processing through BSP Process Refund through your GDS: Valid wholly unused, partially used tickets and tax only refunds should be processed via your GDS o If unable to Refund through your GDS, contact your GDS help desk for assistance BSP Refund Application (RA).

3 If necessary, you may submit a BSP Refund Application (RA) o Input the Reason for Refund and any applicable waiver code on the RA and include why you are unable to process through your GDS o For instructions on how to access IATA and use BSPLink, contact the local IATA/BSP office Return to top Refunds on duplicate tickets Duplicate ticket Refund fee applies. Refer to Duplicate ticket Refunds. Return to top ticket Validity Tickets are valid for one year from the date of issuance of the original ticket . Expired tickets have no value and cannot be refunded. Refer to ticket Validity. Return to top Expired Tickets All Electronic Tickets (Refundable and Non-Refundable) tickets issued are valid for one year from the date of issuance and have no value. Return to top Government Transportation Request (GTR) The GTR must be returned to the government travel agency for refunds.

4 Return to top Military Waivers Refund requests should be submitted through American Airlines Refunds online at Return to top Non-Refundable ticket Exchanges AA 001 If the original non-refundable ticketed fare is of higher value then the new-ticketed fare unless stated otherwise in the fare rule, the customer is entitled to the residual amount. The applicable change fee applies on all non-refundable ticket exchanges and is deducted from the residual value (difference in fare amount). The new ticketed fare is non-refundable and all rules and restrictions apply. agencies processing through ARC After the change fee has been deducted from the original ticket value, a residual MCO is issued for the remaining value. The residual MCO must be made payable to American Airlines for transportation only.

5 Show "NON-REFUNDABLE, VALID ON American Airlines ONLY" in the endorsements box. Failure to include this Information on the MCO may result in a debit memo Refer to MCO Charge Order (MCO) for complete details. International IATA agencies processing through BSPLink After the change fee is deducted from the difference of the fare, a Refund may be submitted for the remaining value. A BSP Refund Application (RA) for the remaining residual amount may be requested to American Airlines for a transportation voucher Refer to BSP Refund Application RA Residual for complete details Non-Refundable ticket Endorsement Documentation Non-Refundable ticket Endorsement Per the Tariff rule/restrictions, ALL non-refundable tickets reissued, must indicate the following in the endorsement box: ENDORSEMENTS/RESTRICTIONS- NONREF/CHGFEEPLUSFAREDIF/ CXL BY FLT TIME NOVALUE Tickets issued with a corporate discount, the tour code box must indicate the CART/AN number via the Exchange/Reissue tool, or, via the back-office finishing tool.

6 Failure to include the required corporate Information could result in a penalty Return to top Refund Due to schedule Change for a Flight Time Change In case of a schedule change when there is a flight time change, travel agents should refer to our schedule Change guidelines for Refund applicability and instructions: Return to top Refund Due to schedule irregularity /Cancelled Flights If a customer's American or AA*/codeshare flight validated on 001 has been canceled due to a schedule irregularity , which normally occurs on the day of departure, but can occur up to 72 hours prior to the schedule departure, and no other alternate flights are acceptable, travel professionals may Refund a nonrefundable ticket (s) through normal BSP processing per the guideline below: Note: If the ticketed scheduled flights were voluntarily cancelled prior to a schedule irregularity , the ticket will not be eligible for a Refund Refunds All ticket Types: Refund to Original Form of Payment Allowed Travel Agent to Process ticket Refund To Original Form Of Payment (FOP) using Waiver Code.

7 SCRFND Note: If the Revenue/Published/Basic Economy or Bulk/Opaque ticket has been EXCH by AA as an INVOL the Refund request must be submitted on Once the agency has accepted and reissued the ticket for the schedule irregularity with IROPS in the endorsement box on the new ticket , and the customer decides not to travel: For tickets issued prior to April 8, 2020: refer to schedule irregularity /IROPS prior to 08 APR20 Refund is permitted as long as the original schedule change was 60 minutes or greater and the customer was Holding Confirmed (HK) at the time of the irregularity Flight was cancelled on the original schedule irregularity For tickets issued on/after April 8, 2020: refer to schedule irregularity /IROPS on/after 08 APR20 Refund is permitted as long as the original schedule change was greater than 90 minutes and the customer was Holding Confirmed (HK) at the time of the irregularity Flight was cancelled on the original schedule irregularity Return to top Bereavement or Critical Illness Tickets may be considered for Refund in the event of the death of the customer, immediate family, or traveling companion.

8 American requires proof of relationship for immediate family member. For complete details refer to Bereavement and Critical Illness Exception Policy Return to top Refund of Taxes and Fees Select taxes may be refunded for a non-refundable ticket , if the ticket is entirely unused. Please review Tax Non-Refundable Tickets - Refundable Tax Codes. In cases where a travel agency is unsure of the Refund value to be refunded, a Refund Application must be submitted via BSP as we are unable to pre-audit requests via email. Please ensure the passenger is aware that the remaining ticket value is forfeited once the Refund has been issued . For nonrefundable tickets upon request, American will Refund taxes and fees not imposed by the airline, collected at the time of sale of nonrefundable tickets that are not used for travel, as follows.

9 For non-refundable fare tickets, any surcharge/Q/ or service fee/YQ YR/ that has been collected will be nonrefundable. Taxes or fees will not be refunded if the airline's obligation to remit the tax or fee arises by virtue of its collection of the tax or fee (as opposed to actual travel by the passenger). Taxes or fees will be refunded if the airline's obligation to remit the tax or fee depends upon use of the ticket for travel. Return to top Refund Status Requests Refund requests for travel agencies with NO access to BSP or passengers who purchased a ticket directly with American Airlines : Refunds must be submitted using the online Refund form at Information contained on this website is subject to change at any time without prior notice. American Airlines shall not be liable for any consequences resulting from your reliance on the Information .

10 Return to top Refunds Customer Service Address Canada American Airlines Passenger Refunds 4000E Sky Harbor Blvd. Phoenix, AZ 85034 Fax Number 1-800-892-3447 International 480-693-2759 Email: Refunds Customer Service International Email: Return to top Updated: February 2022


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