Customer service plan

Updated July 19, 2024

Customer service plan This content can be expanded

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 are dedicated to making every flight you take with us something special. Your safety, comfort and convenience are our most important concerns. American Airlines and American Eagle initially submitted their joint Customer Service Plan to the Department of Transportation (DOT) in 1999 and updated it in 2010 and 2011.

American Airlines and its regional airline partner American Eagle serve almost 250 cities around the world, from Abilene to Zurich, and operate more than 3400 daily flights. Our combined fleet numbers more than 900 aircraft. In addition to our extensive domestic service, we serve numerous destinations in Europe, Asia, the Caribbean, Canada, Mexico, and Latin America. The American frequent flyer program, AAdvantage®, is the oldest and largest in the world.

We are in business to provide safe, dependable, and friendly air transportation to our customers, along with numerous related services, in the hopes that you will fly us again and again. We work very hard to make your entire experience with us, from making a reservation to deplaning at your final destination, a positive one. Although we are successful in this effort most of the time, there are times when things do not go as smoothly as we, and you, would like. Operating a network of more than 3400 flights and servicing hundreds of thousands of passengers each day is challenging and complex. Inevitably, some of our flights are affected by adverse circumstances, some of which are within our control and some of which are not.

This Customer service plan addresses a number of the service goals we have defined for ourselves. Every customer is important to American Airlines and American Eagle, and we are dedicated to making every flight you take with us something special. Your safety, comfort and convenience are our most important concerns.

  • Accommodation of customers with special needs
  • Assistance when your flight has been delayed or canceled
  • Baggage delivery
  • Baggage liability
  • Check-in requirements and baggage acceptance cutoff times
  • Customer loyalty program – AAdvantage®
  • Delays, cancellations and diversion events
  • Essential customer needs during extraordinary delays
  • Family seating
  • Flights with oversales
  • Guaranteed fares and 24-hour hold policy for American Airlines flights (including American Airlines flights operated by codeshare partners)
  • Handling of customer issues
  • Lowest fare availability
  • Service with domestic codeshare partners
  • Ticket refunds
  • Other travel policies
Accommodation of customers with special needs This content can be expanded
Baggage delivery This content can be expanded
Baggage liability This content can be expanded
Check-in requirements and baggage acceptance cutoff times This content can be expanded
Customer loyalty program - AAdvantage® This content can be expanded
Delays, cancellations and diversion events This content can be expanded
Family seating This content can be expanded
Flights with oversales This content can be expanded
Lowest fare availability This content can be expanded
Refunds This content can be expanded
24-hour refund This content can be expanded
Other travel policies This content can be expanded

You may also like...

Passenger rights – Canada