aa travel disruption

EXCLUSIVE: President Zelenskyy tells NBC News that Ukraine plans to indefinitely hold the nearly 500 miles of Russian territory it has seized

More travel chaos for American Airlines as over 300 flights canceled Monday

Travel hassles continued for American Airlines passengers Monday as the carrier canceled more than 300 flights — bringing its total number of cancellations since Friday to over 2,000.

There were 376 canceled American Airlines flights as of 1:30 p.m. ET Monday, representing 13 percent of the airline's scheduled flights, according to the flight tracker site Flight Aware . Another 375 flights were delayed.

"It said choose another flight, but they don’t have flights available," passenger Monica Velez, who did not get a text that her flight back home to Detroit was canceled until she arrived at Miami International Airport, told NBC 6 South Florida over the weekend. "I have to work Monday, and I have a 9-year-old at home."

The airline has cited staffing shortages and bad weather for the disruptions to its schedule.

On Saturday, American Airlines Chief Operating Officer David Seymour said in a staff note obtained by CNBC that the problems began with high wind gusts Thursday that cut runway capacity at its hub at Dallas/Fort Worth International Airport, creating a domino effect that resulted in crew members unable to be in position for their next flights.

Pilot and flight attendant availability was listed as the reason for most of the cancellations on Saturday and Sunday, according to internal tallies, which were seen by CNBC.

Seymour said that most customers were rebooked the same day and he expected operations to stabilize in the coming days.

But the blip has raised questions ahead of the busy holiday travel season.

In recent months, other airlines, too, have had to cancel hundreds of flights as a result of staffing shortfalls: Southwest Airlines in October canceled more than 2,000 flights, which it said cost it $75 million .

Air travel saw a sharp rebound in the spring, but many airlines have still been running on skeletal staffing, having offered voluntary buyouts or leaves of absence to thousands of employees when the pandemic brought their industry to a halt.

Carriers are working to ramp staffing back up. Seymour said that 1,800 American Airlines flight attendants would be returning from leave starting Monday and that the rest would be back by December, CNBC reported.

Elizabeth Chuck is a reporter for NBC News who focuses on health and mental health, particularly issues that affect women and children.

CrowdStrike outage sparks global chaos with airline, bank and other disruptions

Over 2,500 flights were canceled and more than 8,000 were delayed in the U.S.

A wave of IT outages swept across the globe Friday morning, causing thousands of flight cancellations and stalling internal and external systems across a variety of industries including hospitals, banks, stock exchanges and other institutions, as some Microsoft-based computers ceased to work.

CrowdStrike -- an American cybersecurity technology firm that provides cloud workload protection, threat intelligence and cyberattack response services -- said the outage is not a due to a cyber attack; it was caused by a software issue that has been identified and a fix had been deployed.

Some systems can be fixed and back up and running immediately -- but for others it "could be hours, could be a bit longer" before everything is back up and running, CrowdStrike CEO George Kurtz told CNBC in an on-air interview. For some customers, it will take more than rebooting systems to work through fixes.

"CrowdStrike is actively working with customers impacted by a defect found in a single content update for Windows hosts. Mac and Linux hosts are not impacted," Kurtz said earlier Friday.

In a letter to customers and partners, Kurtz apologized for the outage which he said was "caused by a defect found in a Falcon content update for Windows hosts."

"We know that adversaries and bad actors will try to exploit events like this. I encourage everyone to remain vigilant and ensure that you’re engaging with official CrowdStrike representatives. Our blog and technical support will continue to be the official channels for the latest updates," Kurtz said.

"As this incident is resolved, you have my commitment to provide full transparency on how this occurred and the steps we’re taking to prevent anything like this from happening again," Kurtz said.

Government and health service outages

Several states are experiencing a disruption in emergency communication services, according to a Department of Homeland Security Cybersecurity and Infrastructure Security Agency memo obtained by ABC News.

The mayor of Portland has signed an Emergency Declaration which has impacted city servers and employee computers, including impacts to VPN connection and single sign-on cloud services.

In Phoenix, Arizona, the outage impacted the Phoenix Police Department’s computerized 911 dispatch center, but the 911 center remained operational. City IT is working diligently to find a workaround until the outage has been resolved.

In Alaska, many 911 and non-emergency call centers were not functioning correctly across the state, according to Alaska State Troopers. Some 911 services were down overnight in New Hampshire as well, but they have since been restored.

New York City officials said that emergency services are fully operational and have not been impacted by the outages.

The Superior Court of Los Angeles County is also experiencing significant system-wide connectivity issues impacting the court's ability to conduct businesses. Remote hearings scheduled for Friday have been rescheduled and parties will be notified of the new date.

Some computers have been affected at Department of Justice in the outage, though there was no indication that it was affecting law enforcement activities in the field, a source told ABC News. A notice issued by the DOJ Office of the Chief information officer said the issue is "significant" and there is no restoration time.

The DOJ alerted users that they are among the businesses and government users worldwide affected and that the DOJ Office of the Chief Information Officer has actively been troubleshooting possible workarounds with Component CIOs and technical teams.

Law enforcement has been notified that there are already online actors and hackers who are attempting to infiltrate corporate and government IT networks by distributing emails with malware disguised as bogus software fixes for the CrowdStrike problem, a non-government source working on the problem told ABC News.

The U.S. Department of Health and Human Services has also put out an alert to hospitals and law enforcement reporting that “multiple government agencies” have been affected, including the secretary’s operations center - even as the problem is starting to roll back.

MORE: CrowdStrike stock price plummets amid worldwide IT outage

Some hospitals around the country have also been affected in the IT outage. Mass General Brigham in Boston canceled all elective surgeries on Friday and Cincinnati Children's Hospital Medical Center in Avondale, Ohio, also reported some disruptions.

The Catholic Health system also said it is facing outages that are causing delays, but its hospitals and medical practices remain open.

Transportation delays and cancellations

The D.C. Metro system was also impacted, telling ABC News some of its internal systems were down and IT teams are working to resolve the issue.

New York City's mass transit system, the largest in the U.S., says that bus and train operations are not impacted by the global outage, though some MTA customer information systems are temporarily offline.

Global IT outages have also been reported in many countries across the world including Berlin Airport in Germany, the London Stock Exchange, Google Cloud, Microsoft and Gatwick Airport in the United Kingdom.

"We're investigating an issue impacting users ability to access various Microsoft 365 apps and services," Microsoft said in a statement released on social media Friday morning.

Airlines are now beginning to slowly come back online, but it is expected to take time before they are back up and fully operational. Delays and cancellations are expected through the morning and into the early afternoon.

Thousands of flights were canceled in the U.S. after American Airlines , United and Delta asked the FAA for global ground stop on all flights, according to an alert from the FAA.

At least 2,537 flights were canceled and 8,376 were delayed in the U.S., FlightAware data reported as of 4 p.m. ET Friday.

The airlines with the highest rate of cancellations and delays so far are Delta and American. Delta has 331 cancellations and 194 delays. In its most recent update, Delta said that it has resumed some flight departures.

Atlanta's Hartsfield-Jackson International Airport and Chicago O’Hare International are the two airports seeing the largest number of delays and cancellations.

"No one here knows anything, the gate agents said we all know as much as they do," an airline passenger told ABC News, saying his flight from SeaTac Airport in Washington was delayed for two hours on the tarmac before passengers were deplaned. "I feel awful for the employees and those that have a sick loved one they need to get to or funerals, thankfully that's not us."

The FAA told air traffic controllers to tell airborne pilots that airlines are currently experiencing communication issues. Meanwhile, flights that were in the air already were allowed to continue on, but no American, United or Delta flights had been taking off during the outage.

"We're aware of a technical issue with CrowdStrike that is impacting multiple carriers. American is working with CrowdStrike to resolve the issue as quickly as possible and apologize to our customers for the inconvenience," American Airlines said in a statement obtained by ABC News.

"A third party software outage is impacting computer systems worldwide, including at United," United Airlines said in a statement on Friday morning. "While we work to restore those systems, we are holding all aircraft at their departure airports. Flights already airborne are continuing to their destinations."

President Joe Biden was briefed on the CrowdStrike outage and his team is in touch with the company and impacted organizations, the White House said Friday.

"His team is engaged across the interagency to get sector by sector updates throughout the day and is standing by to provide assistance as needed," the White House said.

"The White House is in regular contact with CrowdStrike’s executive leadership and tracking progress on remediating affected systems. We have offered US government support. Our understanding is that this is not a cyber attack, but rather a faulty technical update. The White House has been convening agencies to assess impacts to the US government’s operations and entities around the country," a senior Biden administration official told ABC News.

The stock price of CrowdStrike plummeted in early trading on Friday amid a global IT outage that has affected clients worldwide. Shares fell nearly 15% on Friday morning, dropping the price to its lowest level since May.

-ABC News' Ahmad Hemingway, Sam Sweeney, Aaron Katersky, Joe Simonetti, Zunaira Zaki and Helena Skinner contributed to this report.

Related Topics

Popular reads.

Harris seen as running better campaign: POLL

• Sep 1, 7:00 AM

15 ISIS members killed in US raid: Officials

• Aug 31, 11:00 AM

49ers' Ricky Pearsall shot in attempted robbery

• Sep 2, 6:26 PM

Tire failure suspected in deadly bus crash

• Sep 1, 1:13 PM

Trump charged in Jan. 6 superseding indictment

• Aug 27, 6:25 PM

ABC News Live

24/7 coverage of breaking news and live events

• Share full article

Advertisement

Flight disruptions continue with thousands more cancellations as Omicron thins airline crews.

At least 2,600 more flights were canceled globally on Monday, including about 1,000 U.S. flights.

By Marc Tracy Daniel Victor Adeel Hassan and Ana Ley

• Published Dec. 26, 2021 Updated Dec. 27, 2021

Flight disruptions in the United States continued on Monday as many people embarked on their first trips in almost two years, and Dr. Anthony S. Fauci, the nation’s top infectious disease expert, again raised the possibility of a vaccination requirement for air travel.

At least 2,600 more flights were canceled Monday, including about 1,000 U.S. flights, as the highly transmissible Omicron variant of the coronavirus is sending daily caseloads in parts of the United States soaring to levels higher than last winter’s pandemic peak.

While the cancellations were only a small percentage of overall flights, the problem threatened to extend into the holiday week.

“When you make vaccination a requirement, that’s another incentive to get more people vaccinated,” Dr. Fauci said on MSNBC on Monday. “If you want to do that with domestic flights, I think that’s something that seriously should be considered.”

Over the holiday weekend, airlines canceled thousands of flights as the Omicron variant hit flight crews. In all, about 2,300 U.S. flights were canceled on Saturday and Sunday of Christmas weekend, with more than 3,500 more grounded globally, according to FlightAware , which provides aviation data. On Sunday alone, more than 1,300 U.S. flights and nearly 1,700 additional ones worldwide were canceled.

While some of the groundings were caused by bad weather and maintenance issues, several airlines acknowledged that the current wave of coronavirus cases had contributed significantly. A JetBlue spokesman said the airline had “seen an increasing number of sick calls from Omicron.”

Twelve percent of JetBlue flights, 6 percent of Delta Air Lines flights, 5 percent of United Airlines flights and 2 percent of American Airlines flights on Sunday were canceled, according to FlightAware.

The stock prices of United, Delta, American and Southwest — the four largest U.S. carriers — were slightly lower on Monday.

Traveling rebounded sharply this year, making the situation at airports worse: Roughly two million people passed through screening checkpoints each day last week, according to the Transportation Security Administration , and on Sunday. The numbers on Christmas Eve and Christmas Day were much higher than last year, and some figures even exceeded those of the same days two years ago, when virtually no Americans were aware of a virus beginning to circulate halfway around the world.

The Omicron variant, which is now responsible for more than 70 percent of the new coronavirus cases in the United States, has already helped push daily case averages in the United States above 200,000 for the first time in nearly 12 months, according to The New York Times’s coronavirus tracker .

An airline trade group has asked the Centers for Disease Control and Prevention to shorten the recommended isolation period for fully vaccinated employees who test positive to a maximum of five days, from 10 days, before they can return with a negative test.

“Swift and safe adjustments by the C.D.C. would alleviate at least some of the staffing pressures and set up airlines to help millions of travelers returning from their holidays,” said Derek Dombrowski, a JetBlue spokesman.

The flight attendants’ union, however, has argued that reductions in recommended isolation times should be decided on “by public health professionals, not airlines.”

Some of this weekend’s delays had little to do with the pandemic. Alaska Airlines had only a few cancellations related to crew exposures to the coronavirus, said a spokeswoman, Alexa Rudin. Yet it canceled 170 flights those two days, according to FlightAware, including 21 percent of its Sunday flights, because of unusually cold and snowy weather in the Pacific Northwest, which affected its hub, Seattle-Tacoma International Airport.

The pandemic has also caused a shortage of train and bus workers nationwide. In New York City, the Metropolitan Transportation Authority is also dealing with an uptick in positive cases among its staff, which is 80 percent vaccinated. It said subway service on Monday was running on a normal schedule, with scattered exceptions.

“Whatever we can do as riders to help minimize the risk to transit workers will help to reduce the spread,” said Lisa Daglian, the executive director of the Permanent Citizens Advisory Committee to the M.T.A., a watchdog group. “The M.T.A. is doing what it can with the resources it has available.”

Danny Pearlstein, a spokesman for the Riders Alliance, an advocacy group, said: “My sense is the M.T.A. is once again making the best of a bad situation.”

Marc Tracy covers print and digital media. He previously covered college sports. More about Marc Tracy

Daniel Victor is a general assignment reporter based in London after stints in Hong Kong and New York. He joined The Times in 2012. More about Daniel Victor

Adeel Hassan is a reporter and editor on the National Desk. He is a founding member of Race/Related , and much of his work focuses on identity and discrimination. He started the Morning Briefing for NYT Now and was its inaugural writer. He also served as an editor on the International Desk.  More about Adeel Hassan

Explore Our Business and Tech Coverage

Dive deeper into the people, issues and trends shaping the worlds of business and technology..

Has Tipping Reached Its Limit?: Americans are being asked to tip more often and in more places than ever before. It may soon get worse .

The Coffee Wars: From Starbucks to specialty cafes, there is something of an arms race going on in the coffee world , as competitors battle to create the craziest, calorie-laden, not-really-coffee drink.

The Rise of ‘Retailtainment’: Mall owners are spending millions on fun, games and other experiential offerings  in hopes of drawing customers back to their properties.

Changing a Chatbot’s Mind: When our tech columnist set out to improve his tainted reputation with chatbots, he discovered a new world of A.I. manipulation .

College Sports’ Big Money Era: Some college athletes can expect to earn hundreds of thousands of dollars annually through name, image and likeness deals. Here’s where the money goes .

• Search Please fill out this field.
• Newsletters
• Travel News

This New Chart Tells Airline Passengers What They're Owed for Flight Disruptions

It's definitely a start

We all know that travel has been a challenge this past year—and the horror stories are countless, from full boards of canceled and delayed flights to pilot strikes to luggage that either gets abandoned or lost entirely. But what we didn't know—until now—is exactly what kind of compensation we can expect from the airlines for the trouble. Now, we're one step closer, as the 10 major airlines in the U.S. recently released clearer-cut outlines of what they are responsible for in the case of a delay or cancellation.

Secretary of Transportation Pete Buttigieg finally took action, writing to the airlines to say the Department of Transportation would publish a dashboard where airline passengers can see what they are owed depending on the circumstance. He gave them until the Friday before Labor Day weekend to update their policies around delays, cancellations, and lost luggage, taking the guesswork (and fancy footwork) out of the equation. 

American, Alaska, Allegiant, JetBlue, Delta, United, Southwest, Spirit, Hawaiian, and Frontier have all spelled out what passengers can expect to receive in the case of "controllable delays" and "controllable cancellations," meaning delays and cancellations that are not due to weather or acts of god. 

While each airline will have its policies outlined on its website, the DOT has created a handy online comparison chart so passengers can easily access and compare the information. The chart lists benefits and compensation and notes whether or not an airline will provide it to passengers in the given circumstance.

Currently, American, Delta, United, and JetBlue are the only airlines offering every benefit listed for both controllable cancellations and controllable delays, including rebooking on the same airline or a different airline free of charge, meal or cash vouchers when a passenger wait exceeds three hours, free hotel for delays or cancellations that result in the need for an overnight stay, and complimentary transportation to and from the provided hotel. The least accommodating airline is Frontier.

Additionally, in the case of significant delays or flight cancellations, airlines must promptly refund passengers who decline to be rebooked. 

The DOT has also stated that this is just the beginning. They're also looking for public feedback on whether airline seating is too cramped, whether airlines should legally have to inform passengers when they are eligible for benefits and compensation, and whether airlines should have to issue non-expiring travel credits to passengers who cancel due to COVID-19 infection or outbreaks. They also weigh in on if airlines should be required to clearly define significant delays or the types of cancellations that would make a passenger eligible for benefits. 

"Passengers deserve transparency and clarity on what to expect from an airline when there is a cancellation or disruption," U.S. Transportation Secretary Pete Buttigieg said in a statement. "This dashboard collects that information in one place so travelers can easily understand their rights, compare airline practices, and make informed decisions. The Department [of Transportation] will continue to support passengers and to hold airlines responsible for adhering to their customer obligations."

The Washington Post. " In Letter to Airline CEOs, Buttigieg Calls Disruptions 'Unacceptable'. " August 19, 2022.

U.S. Department of Transportation. " Airline Customer Service Dashboard. " Accessed Sept. 6, 2022.

U.S. Department of Transportation. " Ahead of Labor Day, DOT Launches New Dashboard to Help Air Travelers Know Their Rights When They Experience Flight Disruptions Caused by Airline. " Sept. 1, 2022.

Related Articles

More related articles.

Irregular Operations (IROPS)

Travel agency guidelines for 001 validated tickets.

A Schedule Irregularity is an unplanned disruption, delay, or cancellation which usually occurs on the day of departure but can occur up to three days (72 hours) before departure.  This includes, but is not limited to, mechanical delays, ATC (Air Traffic Control), crew legality, and weather.  Generally, the carrier causing the disruption will protect the customer and exchange the ticket. 

Whenever possible, for AA/001 Ticket Stock, Travel Agency Partners should follow the Irregular Operations/IROPS guidelines below and reissue the customer’s ticket at the time of rebooking up to 2hrs prior to the departure time  when the customer has not been accommodated , or if the customer prefers alternate protection.

Note:  AA disruptions on OA Ticket Stock  must  be handled by AA Reservations, Airport Personnel, or the validating carrier. Agencies are unable to assist in these circumstances.

Reaccommodation – Automated tools

American has automated re-accommodation systems that will assist customers when irregular operations occur.  Dynamic Rebooking is offered to eligible customers to help seek alternative flight options during irregular operations (IROPS). Customers will be able to rebook their PNRs, update ticket information and check-in for their new, reaccommodated flights.

Our Automated Reaccommodation tool proactively rebooks customers impacted by flight cancellations and delays and exchanges tickets.

It is important to note that even after American has exchanged the ticket, the agency still  has the ability to  utilize the Saleslink – INVOL service request to protect their client on an alternate flight. 

SalesLink Self-Service

Saleslink INVOL Reissue

Saleslink – INVOL Reissue – Service Request  allows Travel Agency Partners to bypass contacting American while verifying our Irregular Operations (IROPS) guidelines. This request only applies when American has already reissued the ticket and now your customer prefers an alternate flight(s). 

• Update the itinerary based on IROPS guidelines
• Visit  www.saleslink.aa.com
• Select Service Request
• Select Service Type:  INVOL Reissue

Note: SalesLink automation exclusively applies to flights rebooked on AA. 

Return to top

Rebooking Guidelines

When the customer is ticketed on AA/001 Ticket Stock and an irregular operation occurs, Travel Agency Partners should follow priority guidelines below to rebook an alternate flight. This includes rebooking when protection is not acceptable to the customer

• Monitor the record for automated protection
• Select an alternate AA flight in the same or lowest available inventory within 7 calendar days
• Rebook up to a 300-mile radius within the same country
• Rebook JB Prime flight (JB includes AY, BA, EI, IB, JL, QF) + Qatar Airways (QR) and Alaska Airlines (AS) when the arrival time is before the next AA flight Rebook in the lowest available inventory in the same cabin within 72 hours of the impacted flight

Alaska (AS) flights: rebook within 48 hours of the impacted flight but no later than 6 hours of new flight departure time

5. Rebook an alternate one world Prime flight as follows:

Non-AAdvantage members can instantly enroll online on aa.com or via the mobile app and add their number to the reservation.

♦    Rebooking within two (2) hours of departure is prohibited

♦   Basic Economy ticketed fares are included in the rebooking guidelines and must be protected in "B" inventory 

♦   For customers ticketed in a premium cabin, if the upper ticketed cabin is not available, rebook in the lower cabin

♦   Monitor the record for OA protection when another carrier operates the affected flight

Maintaining Length of Stay

When the customer's AA or JB operated flight is affected by a schedule irregularity that causes their replacement flight to be booked a day earlier or a day later than original length of stay, the customer may change their continuing or return travel dates to maintain the original length of stay prior to the re-accommodation for AA/AA* flights per the following guidelines:

·           When the customer has been reaccommodated by automation, the agency can adjust the return up to 24 hours prior to departure, maintaining the original ticketed inventory, same origin, same destination, and operating carrier

• When the agency is providing reaccommodation for the customer the adjustment to the return must be made at the same time the schedule irregularity re-accommodation is processed.

Endorsement Box Requirement

New ticket Endorsement Box must include the Waiver Code:   INVOL

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

·           If you choose to include the original fare ticket endorsement verbiage,  INVOL  should appear at the start of the endorsement/restrictions text on the new ticket.   For example:

ENDORSEMENTS/RESTRICTIONS-              

INVOL/ NONREF/FAREDIF/CXL BY FLT TIME

Other Airline Ticket Stock

When the customer is ticketed on other airline ticket stock, Travel Agency Partners should follow the guidelines below:  

·           Monitor your record for AA protection when the affected flight was an American Airlines operated flight

·           Monitor the record for OA protection when the affected flight was operated by another carrier

·           Contact AA Reservations for protection and reissue assistance:

o     AA Reservations 1-800-433-7300 (U.S. and Canada)

o     Outside the U.S. and Canada, reference   Worldwide Reservations Numbers

Alternate Cities

When customers are ticketed to/from a MAC airport or an airport with a Co Terminal, Travel Agency Partners may rebook on  AA Prime  to/from the alternate Airport as indicated below:

• DCA/IAD/BWI
• LAX/ONT/BUR/SNA/LGB
• LGW/LHR/STN/LCY

Changes After Reissue

Once the agency has accepted and reissued the ticket for the schedule irregularity, the agency may exchange again by annotating INVOL in the Endorsement Box under the following conditions:

• The original exchange is unacceptable to the customer
• If a customer was protected beyond their original travel time or date and an earlier flight becomes available
• A subsequent schedule irregularity occurs

Instant Upsell Handling Procedures

Travel Agency Partners may use the procedures shown below for customers who purchased an Instant Upsell (IU) for their ticketed flights directly from American on aa.com or via the AA Mobile App. The Instant Upsell is issued as an EMD with a separate document number therefore it does not affect the ticket issued by the agency. These upgrades are booked in either F, J, or W inventories and can be identified by the following SSR in the PNR:

• OTHS AGENCY RETAINS CONTROL OF TKT FOR REISSUES

• OTHS INSTANT UPSELL ANCILLARY EMD ISSUED 001xxxxxxxxxx

When a Schedule Irregularity / IROPS occurs, automation may rebook the customers in the upgraded cabin when available and reissue the affected coupons.

Rebooking Procedures  

·           Rebook the customer for the same origin/destination in the Instant Upsell inventory already purchased

o     If same inventory is not available, you may downgrade to lower cabin in the lowest available inventory

·           May rebook using Multiple Airport Cities or Co-terminals

·           Waitlisting for Instant Upsell cabin is not applicable

·           If AA has already reissued the affected coupons, follow  SalesLink INVOL Reissue  procedures noted within this document for AA to reissue the ticket for the newly booked flight.

Note: Advise the customer to submit a refund request for the IU EMD number(s) via AA Refunds website

Endorsement Box Requirement for Instant Upsell:

·           When rebooking the customer due to Schedule Irregularity/IROPS guidelines, Agency is responsible for exchanging the ticket

·           Special Waiver Code Required:  INVOL/IU

o     INVOL/IU  must appear in the Endorsement Box of the new ticket or be subject to a debit memo

Brazil ANAC Guidelines

ANAC procedures do not apply for Irregular Operations (IROPS).  Please follow normal Irregular Operations/IROPS guidelines

Separate Tickets

oneworld Re-accommodation When customers are h olding separate ticket(s) on AA to/from a  one world carrier in the  same PNR , they should be treated as through ticketed customers. 

In the event of a disruption on the originating ticket, the carrier responsible for the disruption is required to reroute the customer to their final destination. 

Travel Agents will need to contact AA Reservations for protection and reissue assistance.  

·           AA Reservations 1-800-433-7300 (U.S. and Canada)

·           Outside the U.S. and Canada, reference   Worldwide Reservations Numbers

Other Airline

When the customer is traveling on a separate ticket, to/from a non-oneworld or other airline, in the same or separate PNR’s, IROPS procedures and AA Conditions of Carriage do not apply to the separate ticket purchased by the customer as part of their journey. 

• AA has no responsibility for onward travel on a separate ticket  in the same  or a  separate PNR
• Affected customers will need to work directly with the other airline for assistance

Flight is cancelled

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 Agency Partners may refund a nonrefundable ticket(s) through normal ARC/BSP processing per the guideline below:

All Ticket Types:

·           Refund to Original Form of Payment – Allowed

o     Customer must have been Holding Confirmed (HK) at the time of the cancellation

·           Travel Agent to Process Ticket Refund to Original Form  Of  Payment (FOP) using  Waiver Code :  SCRFND

·           Refer to  Travel Agency Refund Processing  for more information

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  American's refund website .

Flight is delayed

If a customer's American or AA*/codeshare flight validated on 001 has been delayed due to a schedule irregularity, which normally occurs on the day of departure, and no other alternate flights are acceptable, Travel Agency Partners may refund through normal ARC/BSP processing as indicated below:

For a nonrefundable or refundable (with a cancellation fee) ticketed fare:

You may refund to the original form of payment as long as your customer was Holding Confirmed (HK) at the time of the delay  and :

·           The delay was 90 minutes or greater

·           The delay caused a change from a non-stop to now a connecting flight

o     no time restraint applies

·           The delay caused or would have caused a misconnect

Process the Ticket Refund to the Original Form of Payment (FOP) using  Waiver Code :  SCRFND

·           Refer to   Travel Agency Refund Processing  for more information

Travel Agency Refund Processing Instructions

Updated: October 2023

An official website of the United States government Here's how you know

Official websites use .gov A .gov website belongs to an official government organization in the United States.

Secure .gov websites use HTTPS A lock ( Lock A locked padlock ) or https:// means you’ve safely connected to the .gov website. Share sensitive information only on official, secure websites.

Airline Cancellation and Delay Dashboard

The U.S. Department of Transportation has created a dashboard to ensure the traveling public has easy access to information about services that U.S. airlines provide to mitigate passenger inconveniences when the cause of a cancellation or delay was due to circumstances within the airline’s control. A green check mark on the dashboard means an airline has committed to providing that service or amenity to its customers. A red “x” means the airline has not made that commitment. However, airlines with a red “x” may provide these services and amenities in some instances in their discretion.

Commitments for Controllable Cancellations

Commitments for controllable delays.

Please click this link for an alternative text version of the dashboard . 

These ten large U.S. airlines and their regional operating partners, which operate flights for them but do not sell tickets, account for approximately 96 percent of the domestic scheduled passenger air traffic.

Use the above dashboard to learn about the amenities that the U.S. airline that you are flying on has promised to provide should there be a controllable flight cancellation or delay. You can also use the dashboard to compare amenities that the airlines commit to provide in the event of a controllable flight cancellation or delay when deciding which airline to fly.

A controllable flight cancellation or delay is essentially a delay or cancellation caused by the airline. Examples include: maintenance or crew problems; cabin cleaning; baggage loading; and fueling.

Airlines are required to adhere to the promises that they make in their customer service plan, including commitments to care for customers in the event of controllable delays or cancellations. The Department will hold airlines accountable if they fail to do so.

Remember these commitments do not impact your entitlement to a refund. If an airline cancels a passenger’s flight or makes a significant change in the flight, regardless of the reason , airlines are required to provide a prompt refund to a ticketed passenger, including those with non-refundable tickets, should the passenger choose not to accept the alternative offered, such as rebooking on another flight. Learn more about your right to a refund . If you have a problem obtaining a refund that you believe that you are entitled to receive, you may file a complaint with the DOT . If you are an airline passenger with a disability looking for more information regarding your rights during air travel,  please follow this link to our disability webpage .

Frequently Asked Questions

Am I entitled to money or other compensation beyond a refund from an airline if my flight is significantly delayed or cancelled?

• Each airline has its own policies about what it will do for delayed or cancelled passengers. If an airline has made a commitment to provide a particular service or compensation, then the Department can hold the airline accountable. The Airline Customer Service Dashboard provides a summary of the commitments made by U.S. airlines to mitigate passenger inconveniences for controllable delays and cancellations.
• If your flight is experiencing a long delay or is cancelled, ask airline staff if they will pay for meals or a hotel room or compensate you for your time. While some airlines offer these amenities to passengers, others may not provide amenities to stranded passengers. The Department has initiated a rulemaking that would require airlines to provide compensation and cover certain expenses such as meals and hotels when the airline causes the flight disruption.

When and how do I find out how long my flight will be delayed or cancelled?

• Airlines are required to provide passengers with information about a change in the status of the flight in various ways in a timely manner.
• If the flight is scheduled to depart within 7 days, airlines are required to provide status updates 30 minutes (or sooner) after the airline becomes aware of a status change. The flight status information must, at a minimum, be provided on the airline's website and by the airline's telephone reservation system. Also, the airline must update all flight status displays and other sources of flight information at U.S. airports that are under the airline's control within 30 minutes after the airline becomes aware of the problem.
• For travel itinerary changes involving passengers whose flights are scheduled more than a week in the future, notification should be provided to the passengers as soon as practical. A specific timeframe or method for providing that information has not been set forth in law.

Why are flights sometimes delayed for several hours or cancelled?

• While airlines want to get passengers to their destinations on time, problems like bad weather and mechanical issues can and sometimes do make it difficult for flights to arrive on time or result in flights being cancelled.
• When there are delays, it is sometimes difficult for an airline to estimate how long a delay will be during its early stages. When a flight delay unexpectedly becomes longer and longer, this is called a “creeping delay.” During “creeping delays,” unexpected developments can cause a delay to be longer than anticipated. For example, weather that was supposed to improve can instead become worse, or a mechanical problem can turn out to be more complex than the airline originally thought.

See below for detailed information about airline customer service commitment plans.

Airlines' Customer Service Plans

• Alaska Airlines
• Allegiant Air
• American Airlines
• Delta Air Lines
• Frontier Airlines
• Hawaiian Airlines
• JetBlue Airways
• Southwest Airlines
• Spirit Airlines
• United Airlines

Straight Arrow News

Russia says Ukraine launches one of the largest drone attacks on Moscow

Posted: August 21, 2024 | Last updated: August 21, 2024

Ukraine launched one of its largest drone attacks on Moscow, with 45 drones intercepted across multiple regions, causing flight disruptions.

More for You

Can Kamala Harris beat Donald Trump? Latest poll updates

Cleaning House? Start by Tossing These 50 Things

McDonald's to axe eight popular menu items this week in major shake-up - see the full list

Everyone on Earth shares the same single ancestor – and no, it's not Adam

Archaeologists discover 3,000-year-old structure mentioned in the Bible

Mongolia was meant to arrest Russia's President Putin last night. It didn't, and now it's in trouble

Tom Hardy flop becomes streaming hit after disappointing at box office

Tim Walz Uses Trump's 'Exact Quote' Against Him In Scathing New Takedown

In World-First, Burmese Python Is Found Eating Reticulated Python

‘Who dreams this crap up?’: Kevin O'Leary just slammed a new regulation that allows employees to ignore their bosses after hours — says he’ll fire workers who put their phones on silent

4 American Clothing Brands To Avoid Buying

Remove Sticker Residue From Glass Jars Using This Common Cleaning Staple

Cable TV's collapse deepens: 'It is becoming increasingly clear that there is no longer any floor'

Leon Draisaitl lands historic $112M extension with Oilers

I traveled to 4 European countries via train, and I made 3 major mistakes along the way

‘There were a lot of red flags’: This 33-year-old California woman made a tough call after her friend stopped paying her share of rent — here’s when you need to end a friendship over money

Scottie Pippen admitted he and Michael Jordan wouldn't have played for 'Dream Team' if Isiah Thomas was selected: ‘The chemistry would have been horrible’

These Are the Safest Seats on an Airplane, According to Aviation Experts

Yellowstone coyote not alone; can you spot the other mammal?

Walmart is selling a 'super comfortable' $3,000 sectional sofa for only $680 thanks to a limited-time flash deal

Enable JavaScript

Please enable JavaScript to fully experience this site. How to enable JavaScript

• Legal, privacy & copyright

Conditions of carriage

Updated july 25, 2024, the contract between you, the passenger, and us, american airlines.

At American Airlines, we fly over borders – across the country and the world – to connect people and communities. Providing this service and making the world a smaller, more inclusive place, is a huge part of who we are.

Flying with American

All transportation of passengers and bags provided by American Airlines is subject to the terms of these Conditions of Carriage, in addition to any:

• Terms printed on any ticket, ticket jacket or ticket receipt
• Published fare rules; and
• Applicable tariffs filed by American Airlines in accordance with U.S. Department of Transportation regulations.

All terms, fare rules, and tariffs are incorporated herein by reference and constitute part of your agreement with American Airlines.

American Airlines General Rules of the International Tariff Opens a PDF document in a new window

• Passenger responsibilities
• Children traveling
• Customers with special needs

Your flight

Check-in and arrival

• Changes to schedules / operations
• Events beyond our control
• Oversold flights
• Delays, cancellations and diversions

Your ticket, bags & refunds

• Baggage liability (domestic flights)
• Liability for international flights
• Ticket types and refunds
• Ticket validity

Good or bad, we want to hear from you. Please contact us with your comments, concerns and feedback. Our Customer Relations team is here for you and will respond promptly.

Email Customer Relations

When you buy a ticket or travel on a flight provided by American Airlines, you agree:

• To the extent not preempted by federal law, Texas law applies to this contract and any dispute from your ticket purchase or travel on American Airlines without regard to conflict of law principles.
• This contract cannot be modified or waived unless authorized in writing by an American Airlines corporate officer.
• Even if you didn’t pay for your ticket, for example if you’re one of multiple passengers in the same reservation, this contract is an agreement between us and you.
• We provided links to pages on our site for more information, but those pages are not part of this contract.
• Though we translated these conditions of carriage for convenience, the English language version is the official, legal version.
• This contract is the entire agreement that governs your rights and responsibilities as a passenger. If we don’t enforce a right under this contract in one case, it does not waive our right to enforce the contract later. And if any part of this contract is found invalid or unenforceable, we’ll strike what’s invalid or unenforceable without effect to the rest of the contract.
• Limit of liability: You agree we are not liable for special, consequential, indirect or incidental damages that arise from this agreement, even if we knew, should’ve known or were advised damages were possible, including from lost, damaged or delayed bags (including lost revenue or business interruption).
• Class Action Waiver: You agree that any lawsuit you bring against us, or any of our affiliated entities, agents, directors, employees, and/or officers related to these Conditions of Carriage, your ticket, and/or your use of or dealings with American’s website, customer service and other call centers, or American will be brought only in your individual capacity, and may not be brought in or asserted as part of a class action proceeding.

Customer service plan

Here's what we mean by things like 'domestic' and 'FAA.' If you can't find something or have questions, please get in touch.

• Contact American

American Airlines

Under the name "American Airlines" we operate mainline flights as American Airlines and regional codeshare flights (doing business as American Eagle) operated by:

• Air Wisconsin Airlines
• Envoy Air Inc.
• Piedmont Airlines Inc.
• PSA Airlines Inc.
• Republic Airways Inc.
• SkyWest Airlines Inc.

We offer codeshare flights operated by:

• Air Tahiti Nui
• Alaska Airlines, Inc.
• British Airways
• Cathay Pacific
• China Southern Airlines
• Fiji Airways
• GOL Linhas Aéreas
• Hawaiian Airlines, Inc.
• Horizon Air Industries, Inc. (doing business as Alaska Airlines)
• Hyannis Air Service, Inc. (doing business as Cape Air)
• Iberia Airlines
• Japan Airlines
• Jetstar Japan
• Malaysia Airlines
• Philippine Airlines
• Qatar Airways
• Royal Air Maroc
• Royal Jordanian Airlines

We also offer motor coach service operated by:

The Landline Company

As a passenger, you're required to act in way that's consistent with ensuring the safety of everyone on board. This includes complying with the laws and travel requirements of the countries we fly to, from or over. Traveling can be stressful, and we appreciate your patience and courtesy for other passengers and American Airlines team members.

Complying with the law and government regulations

To fly on American, you must:

• Have a valid photo ID accepted by the TSA (like a driver’s license or other government issued ID).
• Have a valid passport, visa and any travel documents required if you're traveling internationally.
• Allow your baggage to be inspected by Customs, the TSA or other government officials.

Be sure your driver’s license complies with REAL ID and that your passport is valid or you may not be allowed to board your flight. Some countries require your passport be valid for 3 – 6 months beyond your departure date, so be sure you know the rules before you travel.

We are not responsible for any loss, damage or expense if you do not meet the travel document requirements.

More about ID requirements

Complying with airline rules for safety

The safety and comfort of our customers and team members is our top priority. We will respond seriously to any language or behavior that threatens the well-being or functionality of our crew or any American Airlines team member. Violent or inappropriate actions may result in the denial of boarding, removal from the terminal or legal prosecution.

To ensure a safe environment for everyone, you must:

• Allow you and your bags to be searched for explosives, dangerous weapons or banned substances.
• Show a valid ID.
• Understand and comply with all safety instructions.
• Release us from responsibility for any loss, damage or expense if you do not meet the travel document requirements.
• Behave appropriately and respectfully with other passengers, crew or any American Airlines team member.
• Postpone your flight if you have a dangerous disease deemed transmissible by a federal public health authority.
• Be respectful that your odor isn't offensive (unless it's caused by a disability or illness).
• Dress appropriately; bare feet or offensive clothing aren’t allowed.
• Not threaten the safety of the flight in any way.
• Have the right travel documents and be allowed to travel to, from or through any countries in your itinerary.
• Be able to sit with your seatbelt fastened.

If your physical or mental condition is such that in American's sole opinion, you are rendered or likely to be rendered incapable of comprehending or complying with safety instructions without the assistance of an attendant, American may refuse to transport you.

In addition, you may be asked to give up your seat if a government official needs space, for weather conditions requiring reduced aircraft load, or for other conditions beyond our control.

Failing to comply

We may not let you fly (temporarily or permanently) for any reason, including if you:

• Don't obey the law
• Are uncooperative, abusive, harassing, or show the potential to be while on board
• Pose a risk to safety or security
• Appear intoxicated or under the influence of drugs
• Attempt to interfere with the flight crew or refuse to obey instructions
• Fail to comply with American Airlines rules or policies
• Need to be removed for your safety or the safety of other passengers or the crew
• Have a communicable disease or virus, or if we suspect you have a communicable disease or virus
• Are traveling with an animal that causes a delay or damage to the plane or other passengers

You may also be liable for any loss, damage or expense resulting from your conduct. For example, you may be liable for the costs if we have to divert to another city because of your conduct. Also, under U.S. law you may be liable if you assault a federal, airport or airline employee with security duties. Failing to meet passenger responsibilities is a material breach of this contract.

We welcome children of all ages on board. Be sure you know the rules for your child based on his or her age. We count "age" based on the child's age the day of departure.

Traveling with children and infants

Infants (under 2 years)

• One infant under 2 can travel in your lap. You are not required to pay for a separate seat unless you have an FAA approved car seat you plan to use on board.
• There may be a fee for infants traveling outside the U.S.
• Infants as young as 2 days old can fly, but any infant under 7 days old needs a passenger medical form filled out by your doctor before flying.
• Infants must be accompanied by a parent (any age) or someone 16 years or older in the same cabin.

Children (2 years or older)

• Children 2 and older must have a purchased seat. If your child turns 2 during a trip, the child will need their own seat for the remainder of the trip.
• Children under 5 years cannot travel alone.

Unaccompanied minor service

Our unaccompanied minor service ensures your child is escorted on the plane, introduced to the flight attendant, chaperoned during connections and brought to the person you designate when they arrive. Keep in mind, flight attendants can't continuously monitor children during flight.

We're dedicated to providing customers with special needs dignified, professional and courteous service at all times. Customers with special needs may need to board the plane early.

You can request special assistance when you book on aa.com (our site is accessible) or call us anytime at (800) 433-7300.

Special assistance coordinators

When you request special assistance, a coordinator will contact you before your flight to make sure necessary medical paperwork is complete and requests are arranged.

They can help with:

• Wheelchair assistance
• Mobility assistance, getting in and out of the plane
• Traveling with a service animal*
• Traveling with a portable oxygen concentrator (POCs)*
• Battery-powered medical devices
• Traveling within 7 days of your due date or after your delivery
• Adjacent seating for yourself and your personal care attendant
• Disassembly and packaging for mobility assistive devices when needed

*We require at least 48 hours advance notice if you need to travel with a service animal, or a POC.

Call us anytime:

• 800-433-7300
• For hearing or speech impaired assistance dial 711 to be connected through the National Relay Service

Special assistance

Mobility and medical devices

If you’re traveling with any medical device, a wheelchair or other mobility device, we’re here to help. If we're able, we offer early boarding, help getting off the plane and airport assistance. Contact us to make sure your device is approved for travel and to make any special requests.

Special assistance issues

If you had a special-assistance issue on your trip, please go to the American Airlines customer service desk. We have local complaint resolution officials (LCRO) available during operating hours, and a corporate complaint resolution official is available to assist our LCROs 24/7. You can also call our disability team 24/7 at 800-892-3624.

When it comes to checking in and arriving at the airport, earlier is better. Give yourself extra time if you're checking bags or traveling internationally.

Before you head to the airport, you can check for travel alerts that impact the cities in your trip and get flight status information like gates and times.

• Travel alerts
• Get flight status information

Download the American Airlines app to get real time updates about your travel.

American Airlines app

Check-in times

You can check in on aa.com and in the app beginning 24 hours before departure. All airports have minimum check-in times. If you're not checked in by the minimum check-in time, we may reassign your seat to another passenger.

In most cities, you must be checked in:

• At least 45 minutes before scheduled departure, for flights within the U.S.
• At least 60 minutes before scheduled departure, for flights to or from airports outside of the U.S.

Some airports require you to check in earlier.

Arriving at the gate

Be at the gate and ready to board the plane at least:

• 30 minutes before departure on domestic flights
• 45 minutes before departure for international flights

You must have a boarding pass with a valid seat assignment to board the plane.

Boarding ends 15 minutes before departure. If you’re not on board, we may reassign your seat to another passenger. You will not be allowed to board once the doors close.

If you're on a codeshare flight operated by one of our partners, check with that airline.

Sometimes we have to make adjustments to our operation, and between the time you book and the time your flight departs, there may be changes to:

• Your flight number
• The type of plane you're flying on and the available amenities
• Your seat assignment
• The airline that operates your flight
• The number of stopovers or stopover cities
• Departure or arrival times

When there are changes or cancellations that affect your trip, we'll try to contact you in advance to rebook another flight or move you to a similar seat or cabin, though we can't make any guarantees.

We do our best to be on time but our flight schedule is not guaranteed and not part of this contract. We are not liable if:

• We're late or you don't make your connection
• We change the schedule of any flight
• We (or our partners) cancel a flight or route
• Your checked baggage is late (except as required by statute, regulation, or Convention)
• There are special, incidental or consequential damages because of these changes

If we or our airline partner fails to operate your flight or your arrival is delayed more than 4 hours, our sole obligation is to refund the unused ticket value and any optional fees according to our involuntary refunds policy, subject to our policy for rebooking your delayed / canceled flight.

Rules for delays on international trips are governed by the Montreal Convention and Warsaw Convention. The full linked page provides more information and is incorporated by reference.

Montreal Convention and Warsaw Convention

When there's an event we can't control like weather, a strike or other civil disorder, we may have to cancel, divert or delay flights. If your ticket still has value (if you were, for example, re-accommodated in a different class of service) we'll refund the unused portion to the original form of payment, but beyond that we are not liable.

Such "Force Majeure" events include:

• Meteorological or weather conditions
• Civil disturbances including war, embargoes or unsettled international conditions (real or threatened)
• Acts of terror
• Public health emergencies of domestic or international concern
• Labor disputes that involve or affect our service
• Government regulations or requirements
• Shortage of labor, fuel or facilities of American or others
• Any fact not reasonably foreseen or predicted by American

International air transportation liability is regulated by the Montreal Convention and Warsaw Convention.

Montreal Convention and Warsaw Conventions

A flight is “oversold” when there are more checked-in passengers than seats. When this happens, our team gets involved as early as possible to find volunteers to change flights.

When, despite our best efforts, we don’t have enough volunteers, we'll have to choose customers to change flights involuntarily, and deny boarding. If this happens, we will follow the DOT's compensation rules. We will do our best to get those customers on the next possible flight.

We will not involuntarily remove a revenue passenger who has already boarded to give a seat to another passenger.

Voluntary denied boarding

We will ask for passengers who are willing to voluntarily give up their seats in exchange for compensation in an amount and form to be determined solely at American’s discretion.

When you volunteer to give up your confirmed seat on a flight, we will compensate you in a form and in an amount we think is fair.

Involuntary denied boarding

If there aren’t enough volunteers, we will choose customers to change flights involuntarily and deny boarding.

Boarding priority is given to certain customers, including to those who:

• Have special assistance needs
• Are traveling as an unaccompanied minor
• Have AAdvantage elite status
• Paid for First, Business or Premium Economy
• Checked in earliest

The selection of customers who are involuntarily denied seats is solely at American’s discretion.

You will not receive involuntary denied boarding compensation if:

• You fail to comply with American’s ticketing, check-in and reconfirmation requirements, or you’re not acceptable for transportation under American’s usual rules and practices.
• Your flight is canceled.
• We switch to a smaller plane for safety or operational reasons.
• Your plane has 60 or fewer seats and there are safety-related weight/balance restrictions.
• You’re offered a seat in a section of the plane that’s different from your original ticket. If you are seated in a section for which a lower fare is charged, you will be given an appropriate refund.
• We’re able to get you to your next stopover or final destination within 1 hour of your original arrival time.

Compensation for involuntary denied boarding

DOT rules determine how much you're compensated based on how late you’ll be to your stopover or destination. Our goal is to get you to your next scheduled stopover or final destination as soon as possible, so we may offer flights on other airlines and non-air travel such as by train. If your flight is oversold and you're not allowed to board, we'll give you a check or travel credit the same day at the airport or mail it within 24 hours.

Travel within U.S.

• Up to 1 hour arrival delay – not compensated
• 1 - 2 hour arrival delay – 200% of one-way fare (max. $775)
• 2+ hour arrival delay – 400% of one-way fare (max. $1,550)

International

• 1 - 4 hour arrival delay – 200% of one-way fare (max. $775)
• 4+ hour arrival delay – 400% of one-way fare (max. $1,550)

Travel from European Union countries (EU)

If you're not allowed to board an oversold, nonstop flight from the EU to the U.S., you may be eligible to receive one of these:

• A travel voucher that can be used for 1 ticket to anywhere American flies
• A check for 300 EUR (arrival delays under 4 hours) or 600 EUR (arrival delays more than 4 hours)

Travel to or from Canada

If you’re not allowed to board a flight to or from Canada, the Canada Air Passenger Protection Regulations may provide additional protections, including compensation.

Canada passengers

Our goal is to provide timely, frequent and helpful updates – from the time you are ticketed, at the airport and on board – when there are delays, cancellations and diversions.

Rebooking your delayed / canceled flight

When your flight is canceled or a delay could cause you to miss your connection, we'll rebook you on the next American Airlines flight with available seats at no additional cost. If no American flights are available until the next day, and the disruption is caused by us, we’ll rebook you on one of our partner airlines with available seats at no additional cost. We’ll rebook you in your originally ticketed cabin or class with your original form of payment.

If your flight was delayed or canceled and you don’t accept our alternative arrangements, or none were available, we'll refund the remaining ticket value and any optional fees according to our involuntary refunds policy. Beyond that, we have no further contractual obligation.

Delays caused by us

If the disruption is our fault or you're diverted to another city, and we don't board before 11:59 p.m. local time on your scheduled arrival day, we'll arrange an overnight stay or cover the cost of an approved hotel, if available. We don’t guarantee reimbursement for hotel expenses if you book directly without written authorization from American Airlines.

Delays beyond our control (like weather)

If the delay is beyond our control, or you book your own arrangements without written authorization from American Airlines, you're responsible to pay for your hotel, meals and other expenses. An American Airlines agent may be able to help you find a hotel.

Taking care of delayed passengers

We'll do our best to ensure delayed passengers are as comfortable as possible. Gate agents are asked to look after customers with special needs including unaccompanied minors, customers with disabilities and the elderly.

For long delays on the plane, we'll make every reasonable effort to ensure you have food (such as crackers or biscuits), water, access to the restroom and basic medical assistance if needed.

We are not responsible for any special, incidental or consequential damages if we're unable to meet this commitment.

If your flight is delayed or cancelled due to reasons within our control, the Canada Air Passenger Protection Regulations may provide additional protections, including compensation.

Your ticket, bags and refunds

All bags are subject to inspection. We will not accept checked or carry-on bags we think are unsuitable for transportation for reasons like size, weight or character.

Before you go to the airport, be sure to check our baggage page for information on all our checked and carry-on baggage policies.

Checking your bag

You can only check bags on the day you travel, and your bags must travel to the same ticketed final destination as you. Be sure your name is on all bags before you check them.

If you're flying from one of these airports, you can't check bags more than 4 hours before departure:

• Denver (DEN)
• Fort Lauderdale (FLL)
• Las Vegas (LAS)
• Orlando (MCO)
• Portland (PDX)
• Salt Lake City (SLC)
• Seattle (SEA)

Baggage limits and fees

The number of bags you can check depends on your destination. Checked bag fees apply with some exceptions. All bag fees are non-refundable and apply per person, each way. Additional fees may apply for overweight / oversize bags or specialty items.

Also, you may have to pay bag fees again if:

• You are connecting on another airline
• Your connection on American is more than 16.5 hours later
• Checked bag policies
• Oversize and overweight baggage
• Specialty and sports equipment

Claiming your bag

Hang on to your baggage claim tickets; you may have to show your ticket to claim your bags. The airport baggage office will release bags to the person with the baggage claim ticket that matches. If you lose your ticket, we may ask for ID.

When you arrive in the U.S. from an international city, you will claim your checked bags before going through Customs.

Delayed bags

If you arrive on American at your final destination and your bags have not arrived with you, our goal is to return them within 24 hours (for flights within the U.S., Puerto Rico and the U.S. Virgin Islands).

Some of the reasons it may take us longer to get you your delayed bags include if:

• We don't have a local name, address or phone number for you
• You're on a cruise, in remote camp site or somewhere we can't reasonably reach you
• You changed your delivery address
• We have limited flights to your destination
• Weather or other operational issues get in the way

If you arrive at your final destination on another airline, please check with that airline for information.

Carry-on bags

In general, you're allowed 1 bag and 1 personal item:

• Your bag must fit in the sizer at the airport.
• Your personal item must fit under the seat in front of you.
• All bags must be stowed before takeoff.

Diaper bags, child safety seats, strollers and medical or mobility devices don’t count as your bag or personal item. You may carry on a fully collapsible stroller if it's under 20 lbs. and fits in an overhead bin. All other strollers must be checked at a ticket counter.

We always reserve the right to decide if your carry-on items are suitable to bring on board and if there is enough space in the overhead bins.

If you need to check your carry-on bags, be sure to take any fragile or valuable items like your keys, medication or computers with you on board. Also remove and carry on any e-cigarettes and spare batteries for laptops, cameras or other mobile devices.

There are additional carry-on restrictions for certain fares, aircraft and airports. We may have to check your bag at the gate if the overhead bins are full or if there are restrictions. Overhead bin size varies, and some planes and American Eagle flights have smaller bins.

Carry-on baggage policy

Restricted items

For everyone's safety on board, some common items are restricted by the TSA and FAA. Be sure you know what you can carry on and what you can check in your bags before you go to the airport.

Hazardous materials

We don't transport hazardous materials, except for small amounts of dry ice, and we may remove and dispose of any hazardous material in your bags.

You can travel with firearms in checked baggage only. Firearms must be declared to an agent at check-in. There are other rules or temporary policies that apply; be sure you understand the rules before you go to the airport.

Pets and service animals

Depending on the animals' breed, size and requirements, pets can travel as a carry-on, be checked or transported with American Airlines Cargo. We only allow you to travel with your pet cats and dogs.

Service animals are welcome at no charge if they meet the requirements. The animal must fit on your lap, at your feet or under your seat, and cannot block the aisle. Dogs trained to detect explosives/drugs or trained for search and rescue (documentation required) are also welcome at no charge.

• Traveling with pets
• Traveling with service animals

What we cover

If your checked bag is lost, damaged or delayed, we will pay the provable value of the losses up to $3,800 (or up to $5,000 if you declare excess value).

A good rule of thumb is never to check anything you can't live without. If it's irreplaceable, sentimental or you depend on it for your well-being, keep it on you or leave it at home.

What we don't cover

We don't cover loss or damage to:*

• Antiques or artifacts
• Books or documents
• Business equipment or samples, or marketing material
• China or silverware
• Computers, software or other electronics
• Fragile items
• Medication (over-the-counter)
• Orthotics or surgical supports
• Perishable items
• Photographic, video or optical equipment
• Precious metals or stones
• Securities or negotiable papers
• Time pieces
• Unique, irreplaceable or similar valuable items

*Wheelchairs or other assistive devices are covered

We strive to be as careful as possible during the normal transport of your belongings. As such, we also don't cover:

• Items you carry on the plane
• Minor scratches, scuffs, stains, dents, cuts or dirt from normal wear and tear
• Things not packed appropriately for transportation like musical instruments or recreational/sports items that aren't in a hard-sided case
• Damage to the inside contents of a bag if the outside isn't damaged
• Damage to or loss from normal wear and tear to parts that stick out like wheels, straps, pockets, handles, hooks or other attachments
• Damage to an item caused by another item in your bag
• Loss, damage or delay of any bag or item considered not acceptable as checked baggage on American

Items not properly packed in a hard-sided case will be treated as fragile items.

We are not liable for any incidental, punitive or special damages that result from lost, damaged or delayed bags including damages for lost revenue or business interruption.

We are not liable if and to the extent that the damage resulted from the inherent defect or quality of the bag.

Excess valuation coverage is not available for and does not apply to items we don't cover.

Time limits for liability

First report.

If your bags are lost or delayed, you should file a report before you leave the airport.

• Within 4 hours of arriving at your final destination if your bags were delayed
• Within 12 hours of arrival if you used Bags VIP Luggage Delivery

If your bags are damaged, you should file a report before you leave the airport.

• Within 24 hours of receiving your bags if they were delayed and then delivered or picked up
• Within 24 hours if your bags were damaged

For any follow-up reports or action you must:

• Ask us to repair the damage within 30 days of your first report
• Submit a Passenger Property Questionnaire within 30 days of filing your first report (if you're seeking compensation)
• Take legal action related to damage, delay, or loss within 2 years of the incident

Rejected claims

We may reject your claim if you:

• Falsify information on your claim or submit the same claim with more than 1 airline
• Don't have proof of loss or receipts
• Don't submit your report or necessary claim documents in time
• Used a prohibited booking practice and then made a claim

Prohibited booking practices

For international travel, the Warsaw Convention and the Montreal Convention govern liability for personal injury, death or damage. The terms and conditions are set by these international conventions and are not subject to change or modification by American Airlines. These conventions set compensation amounts for death, injury and baggage loss and damage. The full linked page is incorporated herein by reference.

Each passenger must have a valid ticket to fly. A ticket is non-transferrable – it can't be used by or refunded to any other passenger. All refunds are made to the original form of payment.

How long a ticket is valid

In general, a ticket is valid for 1 year:

• If unused, you must start travel within 1 year of date the ticket was issued
• If partially used, you must complete travel within 1 year of the first completed flight

So for an unused ticket issued June 1, 2019, you must begin travel on the new ticket by June 1, 2020.

For a roundtrip ticket that was partially flown on March 1, 2019, you must complete all new travel by March 1, 2020.

These rules apply unless your ticket states otherwise.

Generally, you have up to 24 hours from when you buy your ticket to get a full refund if you booked at least 48 hours before departure. You must cancel your trip within 24 hours of purchase for a refund. If you bought your ticket through a travel agency or another booking source, contact them for a refund. Some countries have different rules about refunds, and if so, we will follow those rules.

Refunds will be made only to the person who paid. Tickets issued for official government travel will be refunded only to the government agency that issued the transportation request.

Refundable tickets

If you bought a refundable ticket, decide not to travel and want a refund, we'll pay:

• The full amount of the ticket if travel hasn't started
• The value of the unused travel if the ticket is partially used

We'll refund the original credit card within 7 days (allow 1-2 billing cycles for credit to show). We'll process cash and check refunds within 20 days of receiving all your paperwork.

Some requests may take longer, for example, tickets bought outside the U.S. in another currency or tickets that require research or verification. We are not liable for longer processing times.

• Refunds FAQs

Non-refundable tickets

We don't refund cash for non-refundable tickets. But if you cancel your trip before departure, we will cancel your ticket and issue a travel credit that you can use toward future travel on American.

Travel credit

We will refund a non-refundable ticket (or the value of the unused segment of your trip) to the original form of payment if:

• You cancel within 24 hours of booking (and booked at least 2 days before departure).
• We cancel your flight
• We make a schedule change that results in a change of more than 4 hours to your departure time
• A passenger or their travel companion dies. (Supporting paperwork is required)
• Military orders require you to cancel your trip. (Supporting paperwork is required)

If you bought your ticket through a travel agency or another booking source, contact them for a refund.

Refunds of taxes

You can request a refund of eligible taxes included in the ticket price. If eligible, we'll refund the original form of payment.

• Destination-specific taxes not imposed by us may be eligible
• Taxes we must pay whether or not you travel are not eligible.

Request a refund Opens another site in a new window that may not meet accessibility guidelines

Refunds for seats, bags and extras

If you paid for seats, bags or other extras and don't use them because you didn't travel as planned, you may request a refund. Read our refunds FAQs for details.

• Request a refund Opens a new site in another window that may not meet accessibility guidelines

Involuntary refunds

If you are due a refund because we failed to operate on schedule (a delay to your departure time of over 4 hours) or we refused to let you fly for reasons other than your violation of this contract, we will refund you:

• The full amount of the ticket and any extras if travel hasn't started

If you were involuntarily denied boarding, we will not charge any refund fees or penalties.

We will only refund tickets issued by American Airlines and reserve the right to only make refunds in a currency or country of the original purchase.

Tickets are valid for travel only when used with all terms and conditions of sale.

Your ticket is valid only when:

• Travel is to/from the cities on your ticket and in your trip record
• You meet all the fare requirements

Fare requirements, like dates, special purpose or status, may include:

• Dates of stay (a Saturday night, weekend, etc.)
• Military status (to qualify for a military fare)
• Official government business (to qualify for a government fare)
• Attendance at an event (to qualify for a meeting or convention fare)

Your ticket is not valid when:

• You don't meet the dates of stay, purpose or status requirements for the fare
• We find that the ticket was bought using an exploitative practice

Reservations made to exploit or circumvent fare and ticket rules are prohibited.

Examples include (but are not limited to):

• Purchasing a ticket without intending to fly all flights to gain lower fares (hidden city ticketing)
• Buying a ticket without intending to travel, including to gain access to our airport lounges or other facilities
• Combining 2 or more roundtrip excursion fares end-to-end to circumvent minimum stay requirements (back-to-back ticketing)
• Booking a ticket in someone's name without the person's consent (which is illegal)
• Holding reservations for reasons like securing upgrades, blocking seats or obtaining lower fares
• Automated re-shopping conducted by you or your agent, or through an authorized third party that is enabled or assisted by you or your agent
• Booking duplicate or impossible trips, for example multiple trips for the same passenger around the same time (trips a passenger physically could not complete)

If we find evidence that you or your agent are using a prohibited practice, we reserve the right to:

• Cancel any unused part of the ticket
• Refuse to let the passenger fly and check bags
• Not refund an otherwise refundable ticket
• Charge you for what the ticket would have cost if you hadn't booked it fraudulently
• Require you refund to us any compensation we provided like bag delivery costs, and reimbursement for clothes or toiletries because of late or lost bags

Fare errors

If we sell a fare in error, we have the right to cancel the ticket. This includes fare errors, computer errors and third party errors (human or computer). We try to prevent, detect and correct errors as soon as possible.

When we issue a mistaken fare, we'll void the ticket, give a full refund and notify you within:

• 72 hours after we learn of the mistaken fare
• At least 24 hours before departure if you bought the ticket less than 72 hours before departure

You may also like...

• Customer service and contingency plans

Stay up to date with notifications from The Independent

Notifications can be managed in browser preferences.

UK Edition Change

• UK Politics
• News Videos
• Paris 2024 Olympics
• Rugby Union
• Sport Videos
• John Rentoul
• Mary Dejevsky
• Andrew Grice
• Sean O’Grady
• Photography
• Theatre & Dance
• Culture Videos
• Fitness & Wellbeing
• Food & Drink
• Health & Families
• Royal Family
• Electric Vehicles
• Car Insurance Deals
• Lifestyle Videos
• UK Hotel Reviews
• News & Advice
• Simon Calder
• Australia & New Zealand
• South America
• C. America & Caribbean
• Middle East
• Politics Explained
• News Analysis
• Today’s Edition
• Home & Garden
• Broadband deals
• Fashion & Beauty
• Travel & Outdoors
• Sports & Fitness
• Climate 100
• Sustainable Living
• Climate Videos
• Solar Panels
• Behind The Headlines
• On The Ground
• Decomplicated
• You Ask The Questions
• Binge Watch
• Travel Smart
• Watch on your TV
• Crosswords & Puzzles
• Most Commented
• Newsletters
• Ask Me Anything
• Virtual Events
• Wine Offers
• Betting Sites

Thank you for registering

Please refresh the page or navigate to another page on the site to be automatically logged in Please refresh your browser to be logged in

Heavy snowfall hits Moscow as Russian media report disruption on roads and at airports

Russian officials and media say that heavy snowfall that hit moscow has disrupted traffic on roads and flights in and out of three airports, article bookmarked.

Find your bookmarks in your Independent Premium section, under my profile

For free real time breaking news alerts sent straight to your inbox sign up to our breaking news emails

Sign up to our free breaking news emails, thanks for signing up to the breaking news email.

Heavy snowfall has hit the Russian capital, disrupting traffic on roads and flights in and out of three Moscow airports, officials and media reported on Monday.

The snowfall that began Sunday and continued overnight has brought an additional 23 centimeters (nine inches) to already high levels of snow in Moscow, according to deputy mayor Pyotr Biryukov. About 135,000 people and 18,000 pieces of equipment were involved in the snow-clearing effort.

Nearly 200 trucks got stuck in the snow over the past 24 hours, and required assistance from road traffic workers, the Moscow transport department reported.

A total of 53 flights were delayed and five more were canceled on Monday morning in three out of four Moscow airports, Russian business daily Vedomosti reported. Most of the delays occurred at the Sheremetyevo airport north of the capital. The two airports to the south, Domodedovo and Vnukovo, also experienced delays, the report said. At the Zhukovsky airport southeast of the city, flights were departing from Moscow on schedule, according to Vedomosti.

Heavy snow, as well as temperatures below -50 C (-58 F), were also reported in the Siberian region of Yakutia . In the neighboring region of Magadan, similar temperatures were expected in the coming days.

Subscribe to Independent Premium to bookmark this article

Want to bookmark your favourite articles and stories to read or reference later? Start your Independent Premium subscription today.

New to The Independent?

Or if you would prefer:

Hi {{indy.fullName}}

• My Independent Premium
• Account details
• Help centre