Schedule Change

Travel Agency Guidelines

AA Schedule Change

All AA Flights – Flight Number ONLY Changes

AA* (AA Codeshare) - AA Has Reaccommodated

OA Ticket Stock - Itinerary Involves AA Schedule Change(s) On (xxx) OA Ticket Stock - Customer Does Not Accept New Itinerary

All AA Flights – for Revalidation

AA* (AA Codeshare) - Customer Does Not Accept New Itinerary

No Schedule Change - Invalid Minimum Connecting Time (MCT)

AA With Other Airlines - Itinerary Includes OA Segment(s) 001 Ticket Stock AA Flights - Customer Does Not

Accept New Itinerary OA Ticket Stock - Itinerary Involves AA Schedule Change(s) On (xxx) OA Ticket Stock - That Caused Invalid Connection

AA Flights - 300-Mile Radius

AA Flights - AA Has Reaccommodated AA/AA* (AA Codeshare), Reduction in Frequency (Day of week)/Suspension of Service – No Protection Agreement in Place

AA Flights, Customer Does Not Accept New Itinerary – Premium Cabin / UP Fares / BULK Premium Fares

OA Schedule Change

Itinerary Involves OA(s) Schedule Change(s) - 001 Ticket Stock

Itinerary Involves OA(s) Schedule Change(s) XXX Ticket Stock

Itinerary Involves OA(s) Schedule Change(s) – 001 Ticket Stock - Reduction of Service (Days)/ Discontinuation of Service

Itinerary Involves OA(s) and AA Itinerary in the same PNR with two separate tickets: XXX Ticket Stock and 001 Ticket Stock

Itinerary Involves OA(s) Schedule Change(s) XXX Ticket Stock – Misconnection

Refunds

Refund - Flight not canceled - Length of Flight Time Unacceptable

Refund – Invalid Connection Refund - AA/AA* (AA Codeshare), Reduction in Frequency (Day of week)/Suspension of Service

Refund - Change of Operating Carrier or Aircraft Cabin Change

Refund - AA Withdrawal (Discontinuation) From A Market

Additional Categories

Additional Ticketing/Itinerary Information

SCHEDULE CHANGE

A planned change or a flight number/time change which can occur up to more than 72 hours prior to the flight's scheduled departure. Examples - Change of flight times, change of flight numbers, reduction of service, discontinuation of all service

in a market.

American uses an automated schedule change process up to 72 hours prior to departure. Through this automated process all schedule changes are sent to the booking source for notification. It is the responsibility of the booking source

to notify the customer, acknowledge the schedule change and reissue the ticket.

If a schedule change is for FLIGHT NUMBER ONLY (BRD/OFF and RBD are the same), the Travel Agent may not

reaccommodate to an alternate flight time or request a refund.

American schedule changes received more than 35 days out should be processed within 30 days or more prior to departure after accepting the schedule change. Schedule changes received less than 35 days out should be processed

within five days of receiving the schedule change.

AA Schedule Change

All American, American Eagle - Flight Number ONLY Change

Travel Agent’s Guidelines For The Following:

Rebooking/Ticketing Procedures Travel Agent Process

American Airlines has a Flight Number Schedule Change – Wholly

AA Flights

Flight Number ONLY Change on

wholly American, American Eagle®

itineraries are eligible for online check-in on AA.COM even when the flight number in the itinerary and the VCR coupon flight number are different. The time/date/origin-destination must match and VCR coupon is in OK status

Revalidation or Reissue is not

required.

Travel Agent may not reaccommodate

to an alternate flight time or request a refund

Although revalidation is unnecessary,

you may login to SalesLink and

request the revalidation.

Login to SalesLink

Select “Service Request” tab

Click “ New Service Request”

Complete by following instructions provided on the screen

Service type: o Schedule Change-

Double Time

Reason Code:

o Revalidate AA Flights

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AA Schedule Change

All American, American Eagle – Revalidation Request

Travel Agent’s Guidelines For The Following:

Revalidation/Ticketing Qualification Travel Agent Process

American Airlines has a minor

Schedule Change – Wholly AA

Flights (excluding AA*) Flights

Wholly American, American Eagle®

Itineraries where there is a:

Change in flight number

Change in flight

departure/arrival time

Change of date

Change/Multiple Airport Cities

(MAC)

o DCA-IAD

o HOU-IAH

o JFK-LGA

o LGW-LHR-STN

o UVF-SLU

o HND-NRT

Ineligible for Revalidation:

Changes to class of service

Changes to itinerary routing including:

o Connection flight o Co-Terminals

Changes in fare basis or fare amount

OA segments/coupons

AA* Codeshare segments/coupons

Travel Agents may request:

Revalidation for Schedule Change

is valid for the following:

Wholly American Prime flights

(includes American Eagle)

Same inventory as originally

ticketed

Same Origin/Destination as

originally ticketed.

Same date as originally ticketed

If unable to book for the same day due to the flight time or schedule

change is not acceptable:

o May change to a day prior/after the original ticketed travel date maintaining same inventory, wholly

American Prime flights, origination/destination, fare, and fare basis as originally ticketed.

o May change their continuing or return travel dates on AA segments only for the same ticketed inventory to maintain the original length of stay prior to the reaccommodation

You may login to SalesLink and

request the revalidation.

Login to SalesLink

Select “Service Request” tab

Click “ New Service Request”

Complete by following instructions provided on the screen

Service type: o Schedule Change-

Double Time

Reason Code:

o Revalidate AA Flights

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AA Schedule Change

All American, American Eagle, AA* (AA Codeshare) – No Schedule Change - Invalid Minimum Connecting Time

(MCT)

Travel Agents May Reissue For The Following:

Rebooking/Ticketing Procedures Endorsement Box/OSI Field

A Schedule Change does not

appear in the PNR, however

the itinerary now reflects

Invalid Minimum Connecting

Time (MCT) – AA and AA* (AA

Codeshare) Flights

American, American Eagle®

AA* (AA Codeshare) Itineraries

where the General Facts have

been updated by AA RIPA with:

SSR ADTK YY INVALID

ITINERARY CONNECTION

MCT NOT MET

SSR ADTK YY MODIFY PNR

OR SUBJECT TO DEBIT MEMO

Travel Agents may rebook new itinerary:

May book AA or AA* (AA Codeshare) flights for the same travel dates, origination/destination, inventory, fare, and fare basis as originally ticketed.

For AA flights, if original inventory is not available may book an AA flight next lowest available inventory, same cabin, up to and including H inventory.

For AA flights, may add an alternate connecting point to the destination on the original ticket.

o For example: JFK PLS may add JFK MIA PLS or if ticketed as DFWBNALGA may rebook as DFWORDLGA

If no AA flights are available may select an alternate flight on AA* (AA codeshare)

o AA*/oneworld allowed

alternate inventory same cabin up to and including H

inventory, excludes W inventory for premium economy on AA*.

New ticket must be annotated:

SCHG

This is the only annotated

verbiage required on the new

ticket and supersedes the

required verbiage for the fare

ticketed.

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AA Schedule Change

AA Flights, Customer Does Not Accept New Itinerary

Travel Agents May Reissue For The

Following:

Rebooking/Ticketing Procedures Endorsement Box/OSI Field

American Airlines has a Schedule Change - AA

Flights

Customer does not accept new itinerary as updated by AA schedule change and requests an alternate time of travel on same day as

ticketed:

Travel Agents may rebook

new Itinerary for Customer

Customers that are traveling to/from a co-terminal location may be changed to an alternate co-terminal airport, if requested, for American Airlines segments

only.

Domestic co-terminals

BWI - WAS (DCA, IAD)

FLL – PBI - MIA

SFO – SJC - OAK

LAX - ONT - BUR – SNA - LGB

EWR - NYC (JFK, LGA) – HPN

HOU - IAH

If the customer has chosen an alternate co-terminal airport, they may use that airport for their continuing or return journey. This change must be made at the time

of original ticket reissue.

AA destinations with less than daily service may book 1st available for that market prior/after the original

scheduled ticket date.

Travel Agents may rebook new Itinerary:

If the Schedule Change is:

59 minutes or less

May book AA or AA* (AA Codeshare) flights for the same travel dates, origination/destination, inventory, fare, and fare basis as originally ticketed.

For AA flights, may add an alternate connecting point to the destination on the original ticket.

o For example: JFK PLS may add JFK MIA PLS or if ticketed as DFWBNALGA may rebook as DFWORDLGA

If all above is unacceptable and customer request to travel day

prior/after- see Revalidation Request

60 minutes and greater Or The flight changes from a non-stop to a connecting flight Or Invalid Connection Or AA Destinations with less than daily Service

For AA flights, if original inventory is not available may book an AA flight next lowest available inventory, same cabin, up to and including H inventory

For AA flights, may add an alternate connecting point to the destination on the original ticket

o For example: JFK PLS may add JFK MIA PLS or if ticketed as DFWBNALGA may rebook as DFWORDLGA

If no AA flights are available may select an alternate flight on AA* (AA codeshare)

Travel Agent new ticket must be

annotated:

SCHG

This is the only annotated verbiage required on the new ticket and supersedes the required verbiage for the fare ticketed.

You may login to SalesLink for PNR

documentation:

Login to SalesLink

Select “Service Request” tab

Click “ New Service Request”

Complete by following instructions provided on the screen

Service type: o Schedule Change-

Double Time

Reason Code:

o Reissue AA Flights

Update New Ticket

Endorsement: SCHG

o AA*/oneworld allowed

alternate inventory same cabin up to and including H inventory, excludes W inventory for premium economy on AA*

o AA*/non-oneworld maintaining same inventory,

AA destinations with less than daily service may book 1

st available prior or

after the original ticketed date of travel

If all above is unacceptable and customer request to travel day

prior/after- see Revalidation Request

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AA Schedule Change

AA Flights, 300-Mile Radius

Travel Agents May Reissue For The Following:

Rebooking/Ticketing Procedures Endorsement Box/OSI Field

American Airlines has a Schedule

Change – AA Flights:

300 - Mile Radius

The 300-mile radius option may be applied if the Schedule Change results

in one of the following:

Discontinued service without an alternate protection agreement

An extended connection time equal to/greater than 4 hours

Invalid Connection

Note: If there is a valid connection within the same origin/destination with an arrival time within 2 hours of original ticketed schedule, 300-Mile Radius does not apply

An involuntary connection requiring the customer to overnight on either the outbound or return segment

The 300-mile radius option change must be made at the time of original ticket reissue.

Travel Agents may rebook new

itinerary:

Discontinuation of Service:

If American Airlines has an alternate protection agreement the 300-mile radius option is not allowed.

Itinerary must contain AA space only

If there are no acceptable options to the customer's original ticketed destination/origin, may book AA space only to an alternate AA airport, within a 300-mile radius

of the originally ticketed city within the same country

The new flight must be rescheduled for the same ticketed date of travel but may be earlier or later than the originally scheduled flight time

Use lowest available inventory in the same cabin as ticketed

If unable to book in the same cabin as originally ticketed, an alternate flight must be selected

New ticket must be annotated:

SCHG

This is the only annotated verbiage required on the new ticket and supersedes the required verbiage for

the fare ticketed.

OSI Field:

OSI 300 MILE RADIUS

You may login to SalesLink for PNR

documentation:

Login to SalesLink

Select “Service Request” tab

Click “ New Service Request”

Complete by following instructions provided on the screen

Service type: o Schedule Change-

Double Time

Reason Code:

o Reissue 300-Mile

Update OSI Field:

o 300 MILE RADIUS

Update New Ticket

Endorsement: SCHG

If the customer has chosen an alternate AA airport, they may use that airport for their continuing or return journey

This change must be made at the time of original ticket reissue

4 Hours or Greater:

Example itinerary: ACT - DFW - SMF -

DFW – ACT

3402 18JUL ACT DFW 600A 645A (schedule change created a 4hr or greater connection)

491 18JUL DFW SMF 1230P 200P

If the schedule change results in a connection time equal to/greater than 4 hours and the customer requests to

drive to the connection city:

Agency may "cancel the outbound flight segment" from the itinerary

If assistance is required contact Sales Support

If the customer has chosen an alternate AA airport, they may use that airport for their continuing or return journey or they may keep the return airport as originally ticketed

This change must be made at the time of original ticket reissue

Invalid Connection

If a schedule change results in an invalid connection the following

options are allowed:

Note: If there is a valid connection within the same origin/destination with an arrival time within 2 hours of original ticketed schedule, 300-Mile Radius does not apply

Example itinerary: BUR – PHX – MIA –

PHX – BUR

5591 26SEP BURPHX 650A 819A 370 26SEP PHXMIA 840A 402P

If there are no acceptable options to the customer's original ticketed origin/destination, may book AA space only to an alternate AA

airport, within a 300-mile radius

of the originally ticketed city within the same country

The new flight must be rescheduled for the same ticketed date of travel but may be earlier or later than the originally scheduled flight time

Use lowest available inventory in the same cabin as ticketed

If unable to book in the same cabin as originally ticketed, an alternate flight must be selected

If the customer has chosen an alternate AA airport, they may use that airport for their continuing or return journey

This change must be made at the time of original ticket reissue

Involuntary Overnight Connection:

Example itinerary: OKC - DFW - MIA -

GGT - MIA - DFW - OKC

1227 02JUL OKC DFW 615P 715P (schedule change created an overnight connection)

919 03JUL DFW MIA 545A 930A

3589 03JUL MIA GGT 1045A 1200N

If a schedule change results in an involuntary overnight connection the

following options are allowed:

Customer may change to an alternate airport within a 300-mile radius as long as the new schedule does not also require an

overnight connection

Itinerary must contain AA space only

If there are no acceptable options to the customer's original ticketed origin/destination, may book AA space only to an alternate AA airport, within a 300-mile radius

of the originally ticketed city within the same country

The new flight must be

rescheduled for the same ticketed date of travel but may be earlier or later than the originally scheduled flight time. Use lowest available inventory in the same cabin as ticketed

If unable to book in the same cabin as originally ticketed, an alternate flight must be selected

This change must be made at the time of original ticket reissue

Customer may cancel segment(s) as required to eliminate the involuntary overnight connection.

If customer cancels the outbound origination flight that required the involuntary overnight stay they may also cancel the return segment into their origination airport - or - they may keep the return schedule as ticketed

If assistance is required contact Sales Support.

This change must be made at the time of original ticket reissue

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AA Schedule Change

AA Flights, AA Has Reaccommodated

Travel Agents May Reissue For The Following:

Rebooking/Ticketing Procedures Endorsement Box/OSI Field

American Airlines has a Schedule

Change - AA Flights

American Airlines has reaccommodated for a different date or different inventory and/or alternate

origin/destination.

Travel Agents may reissue reaccommodated itinerary as updated

by American Airlines:

As long as the new confirmed booking is not altered by the Travel Agent from what American has reaccommodated the Travel Agent may reissue the ticket

New ticket must be annotated:

SCHG

This is the only annotated verbiage required on the new ticket and supersedes the required verbiage for

the fare ticketed.

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AA Schedule Change

AA Flights, Customer Does Not Accept New Itinerary – Premium Cabin / UP Fares / BULK Premium Fares

Travel Agents May Reissue For The Following:

Rebooking/Ticketing Procedures Endorsement Box/OSI Field

American Airlines has a Schedule Change - AA Flights for Premium Fares / UP Fares / BULK Premium Fares

Customer does not accept new itinerary as updated by AA schedule change and requests an alternate time of travel on same day as

ticketed:

AA destinations with less than daily service may book 1st available for that market prior/after the original

scheduled ticket date.

Travel Agents may rebook new

itinerary:

If the Schedule Change is:

59 minutes or less

For the same travel dates, origination/destination, inventory, fare,

and fare basis as originally ticketed.

May select an alternate flight on AA, same inventory,

origin/destination

If the ticketed inventory is not available, protect in lower cabin

May have or add an alternate connecting point to the destination on the original ticket. I.E. JFK PLS may add JFK MIA PLS or if ticketed as DFWBNALGA may rebook as DFWORDLGA

If the customer was originally booked in economy they should be rebooked into the cabin that they are entitled to if

available

If all above is unacceptable and customer request to travel day prior/after- see

Revalidation Request

60 minutes and greater Or The flight changes from a non-stop to a connecting flight Or Invalid Connection Or AA destinations with less than daily Service

If the same inventory is unavailable, may book AA in the lowest available inventory in the same cabin as ticketed

If upper cabin is not available may

Travel Agent new ticket must be

annotated:

SCHG

This is the only annotated verbiage required on the new ticket and supersedes the required verbiage for

the fare ticketed.

You may login to SalesLink for PNR

documentation:

Login to SalesLink

Select “Service Request” tab

Click “ New Service Request”

Complete by following instructions provided on the screen

Service type: o Schedule Change-

Double Time

Reason Code:

o Reissue AA Flights

Update New Ticket

Endorsement: SCHG

protect in lower cabin

If the customer was originally booked in economy they should be rebooked into the cabin that they are entitled to if available

AA destinations with less than daily service may book 1

st

available prior or after the original ticketed date of travel

If all above is unacceptable and customer request to travel day prior/after- see Revalidation Request

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AA Schedule Change

AA * (AA Codeshare), AA Has Reaccommodated

Travel Agents May Reissue For The Following:

Rebooking/Ticketing Procedures Endorsement Box/OSI Field

American Airlines has a Schedule

Change on AA* (AA Codeshare)

American Airlines has reaccommodated and may include: change to dates, origin/destination, inventory and/or AA*

(AA Codeshares) service.

Customer accepts new itinerary as

updated by AA schedule change.

If a schedule change on the AA* is for FLIGHT NUMBER ONLY (BRD/OFF and RBD are the same), the Travel Agent may not reaccommodate to an alternate flight time or request a refund. The ticket must be reissued for the OA

carrier to receive the new flight number.

Travel Agents may reissue reaccommodated itinerary as updated

by American Airlines:

If AA confirms the reaccommodation with an AA* (AA Codeshare) flight

Must confirm that you have received a record locator or OSI acknowledgement from the AA* (AA Codeshare Carrier). If not, contact the

Other Airline directly to inquire.

AA* (AA Codeshare) Service

Example:

AA Rome/New York service became seasonal - Customer was booked on an AA flight from FCOJFK and is now accommodated on an AA* (AA

Codeshare) flight.

Travel Agent new ticket must be

annotated:

SCHG

This is the only annotated verbiage required on the new ticket and supersedes the required verbiage for

the fare ticketed.

You may login to SalesLink for PNR

documentation:

Login to SalesLink

Select “Service Request” tab

Click “ New Service Request”

Complete by following instructions provided on the screen

Service type: o Schedule Change-

Double Time

Reason Code:

o Reissue AA

Codeshare

Update New Ticket

Endorsement: SCHG

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AA Schedule Change

AA* (AA Codeshare), Customer Does Not Accept New Itinerary

Travel Agents May Reissue For The Following:

Rebooking/Ticketing Procedures Endorsement Box/OSI Field

American Airlines has a Schedule Change on AA*

(AA Codeshare)

American Airlines has reaccommodated on the

same day.

Customer does not accept new itinerary as updated by AA schedule change and requests an alternate time of travel on same day as

ticketed:

AA destinations with less than daily service may book 1

st

available for that market prior/after the original

scheduled ticket date.

Travel Agents may rebook as follows:

If the schedule change is

59 minutes or less

May select an alternate flight wholly AA/AA* (AA codeshare) maintaining

same inventory, origin/destination as originally ticketed

If unable to book for the same day due to the flight time or schedule change is

not acceptable:

o May book AA/AA* segments only within 5 days prior/after the original ticket departure date maintaining origin/destination, same ticketed inventory

as originally ticketed

May change their continuing or return travel dates on AA segments only for the same ticketed inventory to maintain the original length of stay prior to the reaccommodation

60 minutes and greater Or The flight changes from a non-stop to a connecting flight Or Invalid Connection Or

AA destinations with less than daily Service

Restricted to oneworld® codeshare partners

If no AA/AA* flights are available in the same inventory, may select an alternate flight on AA Prime/oneworld

® AA*, if

original inventory is not available may book next lowest available inventory, same cabin, up to and including H

inventory, excludes W inventory for premium economy on AA*

If unable to book for the same day due to the flight time or schedule change is

Travel Agent new ticket must be

annotated:

SCHG

This is the only annotated verbiage required on the new ticket and supersedes the required verbiage for

the fare ticketed.

You may login to SalesLink for PNR

documentation:

Login to SalesLink

Select “Service Request” tab

Click “ New Service Request”

Complete by following instructions provided on the screen

Service type: o Schedule Change-

Double Time

Reason Code:

o Reissue AA

Codeshare

Update New Ticket

Endorsement: SCHG

not acceptable:

o May book an AA Prime/ oneworld

® AA* within 5 days

prior/after the original ticket departure date maintaining the same origin/destination. If the original inventory is not available may book next lowest available inventory, same cabin, up to and including H inventory, excludes

W inventory for premium economy on AA*

May change their continuing or return travel dates on AA Prime/oneworld

® AA*

segments only for the same ticketed inventory to maintain the original length of stay prior to the reaccommodation

May have or add an alternate connecting point to the destination on the original ticket

o I.E. JFK PLS may add JFK MIA PLS or if ticketed as DFWBNALGA may rebook as DFWORDLGA

Must confirm that you have received a record locator or OSI acknowledgement from the AA* (AA Codeshare Carrier). If not, contact the Other Airline directly to inquire Travel Agents are prohibited to book the prime carrier, may only book the AA* (AA oneworld

Codeshare)

AA destinations with less than daily service may book 1

st available prior or

after the original ticketed date of travel.

Restricted to non-oneworld codeshare

partners:

May select an alternate flight wholly AA/AA* (AA codeshare) maintaining

same inventory, origin/destination as

originally ticketed

o May book AA/AA* segments only within 5 days prior/after the original ticket departure date maintaining origin/destination, same ticketed inventory as originally ticketed

May change their

continuing or return travel dates on AA/AA* segments only for the same ticketed inventory to maintain the original length of stay prior to

the reaccommodation

AA destinations with less than daily service may book 1

st available prior or

after the original ticketed date of travel in the same inventory

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AA Schedule Change

AA With Other Airlines, Itinerary Includes OA Segment(s) 001 Ticket Stock

Travel Agents May Reissue For The Following:

Rebooking/Ticketing Procedures Endorsement Box/OSI Field

American Airlines Schedule Change

with Other Airlines

Itinerary includes Other Airline

segment(s) 001 ticket stock:

Travel Agents may rebook the AA segments to have a valid connection

with the Other Airline flight segment:

Book an AA flight same inventory as originally ticketed. If original inventory is not available may book next lowest available inventory, same cabin, up to and including H inventory

May book AA segments only one day prior or after the original ticket departure date maintaining same inventory origin/destination, fare and fare basis as originally ticketed

May change their continuing or return travel dates on AA segments only for the same ticketed inventory to maintain the original length of stay prior to the reaccommodation

Other Airline flight(s) on Itinerary:

No change(s) allowed to the date of travel as originally ticketed for the Other Airline flight segments

May book other airline prime flight only

New ticket must be annotated:

SCHG

This is the only annotated verbiage required on the new ticket and supersedes the required verbiage for

the fare ticketed.

No OA*(Codeshare) segments allowed

Must book same ticketed inventory, origin/destination, and fare basis as originally ticketed

NOTE: When rebooking Other Airline

segment, Travel Agents:

If the original ticketed Other Airline segment results in an invalid connection may book another airline that does not appear on original ticket with which AA has an interline agreement with that secondary carrier and the new segment(s) booking class is valid for the fare ticketed. Check RBD for verification of inventory

Must confirm that you have received a record locator or OSI acknowledgement from the Other Airline. If not, contact the Other Airline directly to inquire

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AA Schedule Change

OA Ticket Stock, Itinerary Involves AA Schedule Change(s) On (xxx) OA Ticket Stock, Customer Does Not Accept New Itinerary

Travel Agents May Reissue For The Following:

Rebooking/Ticketing Procedures Endorsement Box/OSI Field

American Airlines Schedule Change

–Other Airline Ticket Stock

Itinerary involves AA Schedule Change(s) on (xxx) Other Airline

ticket stock:

Customer does not accept new itinerary as updated by AA schedule change and requests an alternate time of travel on same day as

ticketed:

AA destinations with less than daily service may book 1st available for that market prior/after the original

scheduled ticket date.

Travel Agents may rebook the AA

segments only:

If the Schedule Change is:

59 minutes or less

May select an alternate flight wholly AA/AA* (AA codeshare) maintaining same inventory, origin/destination, fare and fare basis as originally ticketed

60 minutes and greater Or The flight changes from a non-stop to a connecting flight Or Invalid Connection Or AA destinations with less than daily

New ticket must be annotated:

SCHG

This is the only annotated verbiage required on the new ticket and supersedes the required verbiage for

the fare ticketed.

Service

Restricted to oneworld® codeshare

partners

If no AA/AA* (AA codeshare) flights are available in the same inventory may select an alternate flight on a oneworld

® AA*, if

original inventory is not available may book next lowest available inventory, same cabin, up to and including H inventory, excludes W

inventory for premium economy on AA*

May have or add an alternate connecting point to the destination on the original ticket

I.E. JFK PLS may add JFK MIA PLS or if ticketed as DFWBNALGA may rebook as DFWORDLGA

AA destinations with less than daily service may book AA flights only on the 1

st available prior or

after the original ticketed date of travel

May not change the Other Airline

flight/time/or date.

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AA Schedule Change

OA Ticket Stock, Itinerary Involves AA Schedule Change(s) On (xxx) OA Ticket Stock That Caused Invalid Connection

Travel Agents May Reissue For The Following:

Rebooking/Ticketing Procedures Endorsement Box/OSI Field

American Airlines Schedule Change –Other Airline Ticket Stock

Itinerary involves AA Schedule Change(s) on (xxx) Other Airline ticket stock that caused an invalid

connection.

Travel Agents may rebook the AA segments to have a valid connection

with the Other Airline flight segment:

Book same inventory as originally ticketed. If original inventory is not available may book next lowest available inventory, same cabin, up to and including H inventory

May book AA segments only one day prior or after the original ticket departure date maintaining same inventory origin/destination, fare and fare basis as originally ticketed

May change their continuing or return travel dates on AA

New ticket must be annotated:

SCHG

This is the only annotated verbiage required on the new ticket and supersedes the required verbiage for

the fare ticketed.

segments only for the same ticketed inventory to maintain the original length of stay prior to the reaccommodation

May book AA segments only one day prior or after the original ticket departure date

I.E. JFK PLS may add JFK MIA PLS or if ticketed as DFWBNALGA may rebook as DFWORDLGA

May rebook onto an AA* (AA codeshare) maintaining same ticketed inventory

origin/destination, fare and fare basis as originally ticketed

Other Airline flight(s) on Itinerary:

No change(s) allowed to the date of travel as originally ticketed for the Other Carrier flight segments

May book Other Airline prime flight only

No OA*(Codeshare) segments allowed

Must book same ticketed inventory, origin/destination, fare and fare basis as originally ticketed

NOTE: When rebooking Other Airline

segment, the Travel Agents:

May not book an alternate Airline that does not appear on original ticket

Must confirm that you have received a record locator or OSI acknowledgement from the Other Airline. If not, contact the Other Airline directly to inquire

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AA Schedule Change

AA/AA* (AA Codeshare), Reduction in Frequency (Day of week)/Suspension of Service – No Protection

Agreement in Place

Travel Agents May Reissue For The Following:

Rebooking/Ticketing Procedures Endorsement Box/OSI Field

American has a Schedule change

on AA/AA* (AA Codeshare) where

there is a Reduction in Frequency

(Day of Week) or Suspension of

Service and there is no protection

agreement in place.

Customer’s scheduled flight was

affected by a reduction in frequency

(day of week) or Suspension of

Service and has the status of UN. An

automated protection was not

provided.

May reroute customer same day via

an alternate connecting city or next

available connecting or non-stop flight.

Travel Agent may rebook as follows:

Restricted to oneworld

® codeshare

partners only:

If no AA/AA* (AA codeshare) flights are available in the same inventory may select an alternate flight on a oneworld

® AA*, if

original inventory is not available may book next lowest available inventory, same cabin, up to and including H inventory, excludes W

inventory for premium economy on AA*

May have or add an alternate connecting point to the destination on the original ticket.

I.E. JFK PLS may add JFK MIA PLS or if ticketed as DFWBNALGA may rebook as DFWORDLGA

Other Airline included in Itinerary:

If the original ticketed Other Airline segment results in an invalid connection may book another airline that does not appear on original ticket with which AA has an interline agreement with that secondary carrier and the new segment(s) booking class is valid for the fare ticketed. Check RBD for verification of inventory

Must confirm that you have

received a record locator or OSI

acknowledgement from the Other

Airline. If not, contact the Other

Airline directly to inquire

New ticket must be annotated:

SCHG

This is the only annotated verbiage

required on the new ticket and

supersedes the required verbiage for

the fare ticketed.

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OA Schedule Change

Itinerary Involves OA(s) Schedule Change(s) 001 Ticket Stock

Travel Agents May Reissue For The Following:

Rebooking/Ticketing Procedures Endorsement Box/OSI Field

Other Airline Schedule Change

Itinerary involves Other Airline(s) Schedule Change(s) 001 ticket

stock:

AA destinations with less than daily service may book 1

st available for that

market prior/after the original

scheduled ticket date.

Travel Agents may rebook as follows:

May change Other Airlines flight number and time only

Must book same ticketed inventory, origin/destination, fare and fare basis as originally ticketed

If original ticketed inventory for OA segment is not available, must contact OA carrier for authorization of different inventory. An OSI/SSR must be sent to the AA PNR by OA carrier

If schedule change results in an invalid connection may book wholly on AA. Check RBD for verification of inventory

OR

If the Schedule Change is: 59 minutes or less

May book the AA segments only in the itinerary to have a valid connection with the Other Airline flight segment for the same travel dates, origination/destination, inventory, fare, and fare basis as originally ticketed

May rebook the AA segments only in the itinerary if the connection time results in more than 4 hours layover with the Other Airline flight segment for the same travel dates, origination/destination, same inventory, fare, and fare basis as originally ticketed

May book an AA*(AA Codeshare)

maintaining same inventory, origin/destination, fare and fare basis as originally ticketed

60 minutes and greater Or

New ticket must be annotated:

XX SCHG (xx = the carrier code that created the

schedule change)

This is the only annotated verbiage required on the new ticket and supersedes the required verbiage for

the fare ticketed.

OSI Field:

OSI xx SCHG

(xx= the carrier code that created the schedule change)

The flight changes from a non-stop to a connecting flight Or Invalid Connection Or AA destinations with less than daily

Service

Restricted to oneworld® codeshare

partners

Book AA flight in same inventory as originally ticketed. If original inventory is not available may book AA flight in the next lowest available inventory, same cabin, up to and including H inventory

May book on a oneworld AA*, if

original inventory is not available may book next lowest available inventory, same cabin, up to and including H inventory, excludes W

inventory for premium economy on AA*

AA destinations with less than daily service may book AA flights only on the 1

st available prior or

after the original ticketed date of travel

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OA Schedule Change

Other Airline Itinerary and AA Itinerary are in the same PNR with two separate tickets: XXX Ticket and 001 Ticket

Travel Agents May Reissue For The Following:

Rebooking/Ticketing Procedures Endorsement Box/OSI Field

Other Airline Schedule Change

Other Airline Itinerary and AA Itinerary is in the same PNR with two separate tickets issued: XXX ticket and 001 ticket:

If the Other Airline schedule change resulted in an invalid connection with

the AA ticketed flight segment:

May book another AA flight for the same origin/destination, same day, and same inventory as the original ticket for a valid connection.

If same day connection for the AA

ticketed flight segment is not available:

Contact Sales Support for assistance

New ticket must be annotated:

XX SCHG

(xx = the carrier code that created the

schedule change)

This is the only annotated verbiage required on the new ticket and supersedes the required verbiage for

the fare ticketed.

OSI Field:

OSI xx SCHG

(xx= the carrier code that created the schedule change)

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OA Schedule Change

Itinerary Involves OA(s) Schedule Change(s) XXX Ticket Stock

Travel Agents May Reissue For The Following:

Rebooking/Ticketing Procedures Endorsement Box/OSI Field

Other Airline Schedule Change

Itinerary involves Other Airline(s) Schedule Change(s) XXX ticket

stock:

Customer does not accept new itinerary as updated by Other Airline schedule change processing and has not resulted in any type of misconnect with an AA segment:

If the Other Airline schedule change is unacceptable to the customer, and the schedule change has not resulted in any type of invalid connection. with an AA segment and the Other Airline alternate flight schedule(s) are

available:

Travel Agents should contact the Other Airline causing the schedule change for rebooking assistance.

New ticket must be annotated:

XX SCHG

(xx = the carrier code that created the

schedule change)

This is the only annotated verbiage required on the new ticket and supersedes the required verbiage for

the fare ticketed.

OSI Field:

OSI xx SCHG

(xx= the carrier code that created the schedule change)

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OA Schedule Change

Itinerary Involves OA(s) Schedule Change(s) XXX Ticket Stock – Misconnection

Travel Agents May Reissue For The Following:

Rebooking/Ticketing Procedures Endorsement Box/OSI Field

Other Airline Schedule Change

Itinerary involves Other Airline(s) Schedule Change(s) XXX ticket

stock:

Customer does not accept new itinerary as updated by Other Airline schedule change processing that may have created a misconnect with an AA segment:

If the Other Airline schedule change created an invalid connection. and does not have any other alternate schedules available for a valid

connection with the AA segment:

May book another AA flight for the same origin/destination, same day, and same inventory as the original ticket for a valid connection

New ticket must be annotated:

XX SCHG

(xx = the carrier code that created the

schedule change)

This is the only annotated verbiage required on the new ticket and supersedes the required verbiage for

the fare ticketed.

OSI Field:

OSI xx SCHG

(xx= the carrier code that created the schedule change)

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OA Schedule Change

Itinerary Involves OA(s) Schedule Change(s) 001 Ticket Stock – Reduction of Service (Days)/Discontinuation of Service

Travel Agents May Reissue For The Following:

Rebooking/Ticketing Procedures Endorsement Box/OSI Field

Other Airline Schedule Change

Itinerary involves Other Airline(s) Reduction in Service (Days) / Discontinuation of Service -Schedule Change(s) 001 ticket stock:

Travel Agents may rebook as follows:

If Other Airline has a reduction of service (days) or discontinuation of service and no protection of new flight: May book an AA*(AA Codeshare) maintaining same inventory, origin/destination, fare and fare basis

as originally ticketed

May book on a AA* oneworld®, if

original inventory is not available may book next lowest available inventory, same cabin, up to and including H inventory, excludes W

inventory for premium economy on AA*

May book another airline with which AA has an interline agreement provided the booking class is valid for the fare ticketed. Check RBD for verification of inventory

New ticket must be annotated:

XX SCHG

(xx = the carrier code that created the

schedule change)

This is the only annotated verbiage required on the new ticket and supersedes the required verbiage for

the fare ticketed.

OSI Field:

OSI xx SCHG

(xx= the carrier code that created the schedule change)

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Refunds

Flight not Canceled – Length of Flight Time Unacceptable

REVENUE/PUBLISHED - BULK/OPAQUE Fares follow the guidelines:

A Revenue/Published or Bulk/Opaque ticketed fare (wholly unused or partial) may be eligible for refund following the guidelines below.

BT (zero fare tickets) refund requests are handled by the booking source

Length of Flight Time Change Refund to Original Form of

Payment

Travel Agent to Process Ticket Refund To Original Form Of

Payment (FOP) Information

PNR Documentation OSI

Field Message

If non-stop to connecting flight (No

length of Delay required) Yes ARC/IAR REN or

BSP Refund Authorization Request template – Waiver Code SCRFND

OSI Field:

OSI SCRFND/NS

0 – 59 minutes No Non-Refundable fares: No

Refundable fares with a cancellation fee: May refund to

original form of payment (FOP) minus the cancellation fee.

N/A

60 minutes or greater or

Invalid connection

Yes ARC/IAR REN or BSP Refund Authorization Request template – Waiver Code

SCRFND

OSI Field:

OSI SCRFND/60MINS

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Refunds

Invalid Connections

An invalid connection flight time change is determined by the length of delay to the new connecting flight which may be unacceptable to the customer, per the grid below Example: 2328 26JAN DFWORD 643A 900A

*2632 26JAN ORDSTL 940A 1054A

Schedule change arrives later: DFW ORD 723A 940A

The next available valid connection ORDSTL departs 11:00A arrives 12:12p. The new connection is an 80 minute flight time change.

Example:

6367K 26JAN BSLLHR 700A 745A

/OPERATED BY BRITISH AIRWAYS /BA 0751K/

6160K 26JAN LHRMIA 900A 150P

/OPERATED BY BRITISH AIRWAYS /BA 0207K/

1546K 26JAN MIAGND 501P 944P /E

DAL.DAL7SJT 0928/12OCT16

VCT*«

INVALID CONNECT TIME SEGS 1 AND 2 - MINIMUM IS 90 MINUTES

VERIFY ANY REMAINING SEGS

Schedule change: LHR MIA to depart 900A which results in illegal connection in LHR (required 90 minutes). Later

LHRMIA flights do not guarantee the same day arrival in GND.

Invalid Connection

Flight Time Change

Refund to Original Form

of Payment

Travel Agent to Process Ticket Refund To Original Form Of

Payment (FOP) Information

PNR Documentation OSI

Field Message

0 – 59 minutes No Non-Refundable fares: No

Refundable fares with a cancellation fee: May refund to

original form of payment (FOP) minus the cancellation fee.

N/A

60 minutes or greater

Includes: BT (zero fare tickets)

Yes ARC/IAR REN or BSP Refund Authorization Request template – Waiver Code

SCRFND

OSI Field:

OSI SCRFND/60MINS

As a reminder, if customer elects to cancel their reservation and use the value of the ticket toward the purchase of a new ticket; all rules and restrictions apply. Travel must commence no later than one year from the date of original ticket

issuance.

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Refunds

Change of Operating Carrier or Aircraft Cabin Change

Revenue/Published – Bulk/Opaque Fares

Change to Operating Carrier or Aircraft

Change/Cabin:

Refund to Original Form of

Payment

Travel Agent to Process Ticket Refund To Original Form Of Payment (FOP)

Information

PNR Documentation OSI

Field Message

Customer does not accept the schedule

change due to the following:

change of the operating carrier

change of the aircraft cabin change

o ex: First Class to Business Class

Travel agent may process a non-refundable

Yes ARC/IAR REN or BSP Refund Authorization Request template – Waiver Code SCRFND

OSI Field:

OSI SCRFND/CARRIER CHG OR OSI SCRFND/AIRCRAFT CHG

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Refunds

Refund – AA Withdrawal (Discontinuation) From a Market

Revenue/Published – Bulk/Opaque Fares follow the guidelines below:

If a customer's American Airlines, American Eagle flight validated on 001 has discontinued service in the market and

there are no other AA flights servicing the market, travel agents may refund a non-refundable ticket(s) through normal ARC/BSP processing.

Discontinuation/Withdrawal of

Service

Refund To Original Form Of

Payment

Travel Agent to Process Ticket Refund To Original Form Of

Payment (FOP) Information

Non-Refundable tickets

(wholly unused or partial tickets)

Yes ARC/IAR REN or BSP Refund Authorization Request template – Waiver Code

WITHDRAWAL

NOTE: If the ticket has been EXCH by AA as an INVOL the refund request must be submitted on www.refunds.aa.com

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Refunds

Refund - AA/AA* (AA Codeshare), Reduction in Frequency (Day of week)/Suspension of Service

If a customer's American Airlines, American Eagle flight validated on 001 has Reduction in Frequency (Day of the Week) in the market and there are no other AA flights within 60 minutes, travel agents may refund a non-refundable ticket(s) through normal ARC/BSP processing.

Reduction in Frequency (Day of

week)/Suspension of Service

Refund To Original Form Of

Payment

Travel Agent to Process Ticket Refund To Original Form Of

Payment (FOP) Information

Non-Refundable tickets

(wholly unused or partial tickets)

Yes ARC/IAR REN or BSP Refund Authorization Request template – Waiver Code

REDUCTSUSP

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Additional Categories

Additional Ticketing/Itinerary Information:

Once the agency has accepted and reissued the ticket for the schedule change and is unacceptable to the customer,

agency may rebook. Annotate SCHG in the Endorsement Box/Field of the new ticket.

If a customer was protected beyond their original travel time or date and an earlier flight becomes available the

customer may be reaccommodated.

A subsequent schedule change occurs

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Updated: December 5, 2016

January Updates- Removal of B Inventory to H inventory

February Updates – Reformatting

March Updates – added verbiage

April Updates – reason code

May Updates - SalesLink

Jun Updates – oneworld links updated

Jul Updates – remove partial refunds to audits ok for agency to do wholly or partial

Aug Updates – remove time constraints on AA Schedule Change – Revalidation

Sep Updates – add missing verbiage to one section/Added Invalid MCT option

Oct Updates – add Refund- Reduction in Frequency (Day of week). Add verbiage -AA Destinations with less than daily service

Nov Updates – Remove 037/US Airways

Dec - added new delayed time – revised Additional Category verbiage removing 1 change only