Agency News: January 1, 2016 – December 31, 2016

 For past date travel notices, select Travel Notice Archive from the Agency Reference page  For more past date Agency News items, select Agency News Archive from the Agency Reference page

Announcing added flexibility to assist travelers during unplanned changes Issued: December 10, 2016

You are receiving this important notification to communicate further improvements to our flexible self- service Schedule Change and Schedule Irregularity (IROPS) rebooking policies, effective for involuntary flight changes on or after December 12, 2016. And there’s even more exciting news! We are reducing the number of delayed flight time minutes required to refund your customer’s ticket.

Schedule Change

When scheduled flights are impacted by a change in flight time of 60 minutes or greater, you may now consider rebooking in an alternate flight in the lowest available inventory up to H inventory. Please review the below comparison between the current and new length parameters to understand the differences.

Length of Flight Time Change Current New

Same Inventory 0 – 90 minutes 0 – 59 minutes

Lowest Available Inventory up 91 – greater minutes 60 – greater minutes to and including H inventory

Note: For complete detail refer to our agency reference: Schedule Change

Schedule Irregularity (IROPS)

When scheduled flights are impacted by irregular operations (IROPS), we are providing customers more days out in rebooking alternate flights. Please review the below comparison between the old and new parameters to understand the differences.

Domestic Current New Routing/Rebooking Parameters

AA Prime 1 day prior or first available day 1 day prior or up to 7 days after after original scheduled flight the originally scheduled flight time time

International Current New Routing/Rebooking Parameters

AA Prime 1 day prior or first available day 1 day prior or up to 7 days after after original scheduled flight the originally scheduled flight time time JB Prime 1 day prior or first available day 1 day prior or first available day (BA/IB/JL/AY/QF) after original scheduled flight after original scheduled flight time time

Note: For complete detail refer to our agency reference: Schedule Irregularity (IROPS)

Refunds

Schedule Change

Schedule Irregularity – IROPS

When scheduled flights are impacted by a change in flight time of 60 minutes or greater when there is a scheduled change or schedule irregularity (IROPS), you may now consider refunding your customers ticket to the original form of payment. Please review the below comparison between the current and new length parameters to understand the differences.

Refund Guideline Current New

Allow Refund to Original Form 61 – greater minutes or Invalid 60 – greater minutes or Invalid of Payment connection connection

Note: For complete detail refer to our agency reference: Schedule Change for refunds or Schedule Irregularity (IROPS) for refunds

For Frequently Ask Questions refer to: SCHG_IROPS FAQ

Updated: 2016-12-10 10:27 | Created: 2016-12-10 09:54

Assigning seats on Iberia codeshare flights Issued: November 28, 2016

This important notification you are receiving provides you information about how we have updated the process if you are assigning seats for Iberia flights.

Agencies can now assign seats for AA*/IB using American’s 6 letter record locator. These bookings are not in Amadeus. How can a customer purchase an IB paid seat?

 The customer must use the AA PNR locator. Codeshare PNRs on IB reside in RESIBER, which uses a five alpha-numeric locator, and it will not work on either aa.com or iberia.com.

 The user will enter an AA PNR record locator on aa.com, and then are able to choose seats on AA and AA*/IB segments

 Upon selecting the AA*/IB segment, aa.com deep links to iberia.com directly and allows the customer to select free or purchased seats

 The customer will select the desired seats and when they are done, iberia.com will deep link the customer back to aa.com

o Please note: Once a seat is selected, it cannot be changed

 The following customers will be exempt from the IB paid seat policy (i.e. will not be charged for seat selection):

o Customers who purchase tickets in Business cabin or select Economy fares (see inventories below)

o oneworld Emerald and Sapphire members

. To obtain a seat on an AA*/IB flight you will include the elite members AAdvantage number in AA PNR or you will receive a UC response

. oneworld Emerald or Sapphire FFP number has to be associated to each AA*/IB segment for tier status recognition

. IB sends the KK message with the seats numbers in an SSR (this does not update the segment tag or seats in the PNR)

When can a customer purchase an IB paid seat?

 When booking on iberia.com

 When checking-in online on iberia.com

 When checking-in directly with Iberia at airports or kiosks

o Unfortunately, iberia.com is not able to recognize these 5 character (letters and numbers) locators (as codeshare bookings are housed in RESIBER). o Refer customer to aa.com using their AA Record Locator, this will direct the customer via deep link to iberia.com, allowing the customer to select and pay for their IB seat.

 Prime flights: If customers have purchased IB prime flight segments, then please direct them to iberia.com to purchase paid seats, using Iberia's six character (letters and numbers) record locator.

o Do not use Customer Pass Through (CPT) to IB to obtain paid seats, refer customer to iberia.com

Fees

Economy Standard Economy XL Market Booking Class

Before Before check-in/ check-in/ Airport Airport Check-in Check-in online online

Business: C, D, I, J, R, U All No Charge No Charge No Charge No Charge Economy: B, E, H, K, T, X, Y

Long A, L, M, Z No Charge No Charge $88.00USD $105.00USD Haul: USA/Canada

Long G, N, O, P, Q, S, V, W $40.00USD $55.00USD $88.00USD $105.00USD Haul: USA/Canada

Thank you for your continued business and support.

Updated: 2016-11-28 15:29 | Created: 2016-11-28 15:29

Updates to N class fare availability Issued: November 10, 2016

We'd like to let you know that effective October 24, 2016, the Atlantic Joint Business of American Airlines, British Airways, Finnair and Iberia have made changes to its economy class fare structure on itineraries originating in Mexico to Europe, including the U.K..

The changes can be summarized as follows:

- Published fares currently booked in N class, will now move to S class - Published annual fare structure will now reflect S, V, L, M, K, H, B and Y

- All PNRs that are booked in N class must be ticketed by October 27, 2016

- The above action will enable the 4 carriers to use inventory O, Q and N purely for tactical fare activities

Please be assured that any tickets already issued in “N” inventory for travel after October 24, 2016 will be honored. Existing un-ticketed bookings in N class, with a Ticketing Time Limit (TTL) allowing ticketing after October 27, can be booked into S class at the same fare. Where S class is closed, please follow the rebooking information in the attached Talking Points.

Please find attached talking points to assist you any additional questions.

As always, if you have any questions or concerns, your local Sales Support or Reservations office is ready to assist.

Thank you for your continued business and support.

For more detail refer to: AJB Economy Class Fare Structure

Updated: 2016-11-11 12:05 | Created: 2016-11-11 12:05

Cabin and Booking Class Changes for November 13 Issued: November 8, 2016

As we continue to prepare for the launch of our new Premium Economy product, we would like to inform you of upcoming cabin code and booking class changes.

· Changes to the cabin code and inventory class only impact reservations booked in First (F) class on U.S. 50 domestic flights operated with two-cabin aircraft for travel beginning January 11, 2017 · There’s no change to the First (F) class service offerings or fare rules and the cabin name will remain as “First” · We plan on transmitting the schedule change on November 13 · The cabin code used to represent First will change from ‘F’ to ‘C’, and the booking classes associated with First will change to align with the new cabin code (see chart below) · Ticket reissuance is required since we are unable to revalidate the flight segment o Please add waiver code SCHG in the endorsement box prior to reissuance o Reissuance ensures your agency maintains ownership of the ticket and results in your customer being check-in ready prior to departure o Failure to reissue will result in American reissuing the ticket during airport check-in · Pre-assigned seat assignments will remain the same · Agency tickets previously reissued by American will be reissued by American since we have ticket control

After November 12, all domestic two-cabin bookings in First for departures on or after January 11, 2017 should use the booking classes shown below: Revenue Booking Class Changes – U.S. 50 Domestic Two-Cabin

Current Future Booking Class Booking Class

F J

A D

P I

Upgrade/Award Booking Class Changes – U.S. 50 Domestic Two-Cabin

Future Current Booking Class Booking Class X R

Z U

For complete details and FAQ refer to: Cabin and Booking Changes

Updated: 2016-11-08 22:49 | Created: 2016-11-08 21:47

A one-way upgrade to First Issued: November 8, 2016

Now through November 14, upgrade your travelers to First, one-way at no additional cost when you book them on an eligible published Business Class round-trip transatlantic ticket to the United Kingdom.

Travel class eligibility

Round-trip fare Book by: Travel between: basis codes:

J, R, or D classes* November 14, 2016 All future available dates

Upgrade fare matrix

Fare class: Business class code: First class upgrade code:

J JUPCUSG1 JUPFUSG1 R RUPCUSG3 RUPFUSG3

D DUPCUSG4 DUPFUSG4

*Note: Travel not applicable on flights with origin/destination of LAX, SJC, or SFO, but these can be used as connection cities.

Travelers have unlimited upgrades on eligible flights within the offer period, A class may be booked in one direction on any service offering First class. The upgrade to First is also available on British Airways- operated flights to and from UK when booked with an American Airlines codeshare flight number.

Please note that the upgrade can only be actioned at the time of booking and is subject to availability. When booking an eligible round trip flight, please book into J, R or D class in one direction, and A class for the upgraded direction. Agencies with a North America Based Commission and Fare Agreement can take the applicable J, R, or D commission on the upgraded First segment. Fares will auto- price using the fare basis codes in the matrix above.

For more information refer to: One-Way Upgrade to First

Thank you for your business.

Updated: 2016-11-10 15:04 | Created: 2016-11-08 15:39

Getting ready: Upcoming Cabin and Booking Class Changes Issued: October 11, 2016

As we continue to prepare for the launch of our new Premium Economy product, we’d like to inform you of upcoming cabin code and booking class changes.

 Changes to the cabin code and inventory class only impact reservations booked in First (F) class on U.S. 50 domestic flights operated with two-cabin aircraft for travel beginning in early 2017 (exact date TBD).  There’s no change to the First (F) class service offerings or fare rules and the cabin name will remain as “First”  We plan on transmitting the schedule change in late 2016 (exact date TBD)  The cabin code used to represent First will change from ‘F’ to ‘C’, and the booking classes associated with First will change to align with the new cabin code (see chart below)  Ticket reissuance is required since we are unable to revalidate the flight segment o Please add waiver code SCHG in the endorsement box prior to reissuance o Reissuance ensures your agency maintains ownership of the ticket and results in your customer being check-in ready prior to departure o Failure to reissue will result in American reissuing the ticket during airport check-in · Pre-assigned seat assignments will remain the same · Agency tickets previously reissued by American will be reissued by American since we have ticket control

After the schedule change, all domestic two-cabin bookings in First for departures on or after the effective travel date (still to be determined) should use the booking classes shown below:

Booking Class Changes – U.S. 50 Domestic Two-Cabin

Current Future Booking Class Booking Class

F J

A D

P I

Do you have travelers booked on the three-cabin A321T between New York and San Francisco, or between New York and Los Angeles? These flights will not be affected.

Updated: 2016-10-11 17:09 | Created: 2016-10-11 16:25

Customers travelling with the Samsung Galaxy Note 7 Issued: September 21, 2016

Following the official recall of Samsung Galaxy Note7 phones, the US Department for Transportation has banned the use of these phones if you are flying to or from the United States.

Advice for customers travelling to/from the United States

The safety and security of our customers and crew is always our top priority.

· If you own a Samsung Galaxy Note7, you must not turn your phone on or connect it to any power source during your journey. · If the customer’s bag is checked in at the gate, they will need to remove the Galaxy Note7, and place it in carryon baggage. · Refer customers to the FAA website for further information

Advice for customers travelling to/from any other destination

American Airlines recommends that your customer follow the below advice:

· Turn off the device. · Disconnect the device from any charging equipment. · Disable all applications that could inadvertently activate the phone (e.g. alarm clock). · Protect the power switch to prevent its unintentional activation. · Keep the device in their carryon baggage or on their person (do not place it in your checked baggage).

Updated: 2016-09-21 07:45 | Created: 2016-09-21 07:45

Cuba Travel Update Updated: September 20, 2016

American would like to share important news regarding American’s scheduled service to Cuba as well as updated Travel Agency instructions for the sale of American’s Cuba flights:

· Full Non-Havana approval received o Last month the Cuba government officially approved operations related to American’s non-Havana flights. This means that American’s non-Havana flights have full government approval and all “subject to government approval” tags have been deleted from American’s non-Havana Cuba schedule · Havana schedule loaded o American recently loaded its Havana flights scheduled for flights beginning 30NOV2016. This means that American’s HAV flights are now available for sale and we expect full government operational approval soon · One-way and Cuba point of origin restrictions lifted o Previous round trip and maximum stay requirements have now been lifted – one way and Cuba point of origin flights are now available for sale · Medical insurance costs included o American’s Cuba flights include the cost of specific medical insurance required by the Cuba government – this medical insurance is currently required for passengers traveling on U.S. airlines’ flights to Cuba · Reason code documentation o If you experience difficulty creating a process to document the Reason Code, then please contact Agency Relations at [email protected]. Please indicate the following: § Subject Line “Cuba – RFTV Documentation” § This may help you find alternative solutions.

For additional information about American’s flights to Cuba please visit: Visit Cuba

For complete Travel Agency information refer to: Cuba Travel Agent Instructions

Updated: 2016-09-20 14:47 | Created: 2016-09-20 14:47

Through Checked Baggage Policy Issued: September 01, 2016

To align American Airlines (AA) with our oneworld partners and to reduce baggage mishandlings, we will now only through check customers and baggage when all the tickets are in the same PNR. Through check-in will be honored between the following carriers only:

· American Airlines and American Eagle · oneworld airlines and affiliates

Please note that the airport check-in representative will collect separate baggage fees based on each airline's established policies/allowance.

For tickets issued on/after September 1, 2016, American Airlines will no longer through check bags to the customers final destination when the customer is holding separate tickets issued in separate PNRs, regardless of which oneworld carrier(s) they are connecting to.

For complete detail refer to: Through Checked Baggage

Updated: 2016-09-06 13:53 | Created: 2016-09-06 13:53

Major schedule change being planned for this weekend Update: September 2, 2016

Use SalesLink Double Suite Double Time Services for reservations impacted by this weekend’s major schedule change event.

Log-in to SalesLink and click on the Double Suite services link and select Double Time Schedule Change.

Did you know in addition to verifying rebooked segments are in compliance with schedule change guidelines, you can revalidate tickets when a customer’s itinerary has been affected by a schedule change?

· Select the “Service Request” tab · Click on “New Service Request” · Follow instructions provided on the screen · Choose the Service Type: Schedule Change – Double Time · Select Revalidation for the Reason Code

For schedule changes which require ticket reissuance:

· Select Reissue AA Flights · Update the new ticket endorsement: SCHG o This is an industry standard requirement

Updated: 2016-09-02 16:40 | Created: 2016-09-02 16:40

We are restructuring our Fare Bundles Issued: August 12, 2016

This important notification is to advise our travel partners we recently discontinued ‘Choice Essential’ and ‘Choice Plus’ (i.e. Fare Bundles) pricing on August 12, 2016 for traveling ending on December 6, 2016. Fare Bundles combine air travel along with ancillary product offerings into one single fare price. American will continue offer customers the opportunity to purchase products such as Same Day Flight Change and Priority Boarding, because customers have told us they value the benefits of these offerings.

If your customer has been ticketed based on purchasing a Choice Essential or Choice Plus fare please be guided by the following information: · You can purchase tickets for Choice Essential/Choice Plus from August 12 through December 6, 2016. Travel to be completed by December 6, 2016 · Tickets issued prior to August 12, 2016 for travel after December 6, 2016 will experience no changes in the benefits offered at the time of purchase · Itinerary changes for travel after December 6, 2016 and within the ticket validity period you can reissue the ticked based on ‘Choice Fare’ or published fare pricing o Customers will no longer receive the previous benefits offered by purchasing ‘Choice Essential and Choice Plus pricing

If you have any questions, please contact your local Sales Support office. We appreciate you selling American.

Updated: 2016-08-29 17:09 | Created: 2016-08-29 16:24

oneworld Training Academy expanded to cover all alliance fares

oneworld®, the leading global airline alliance, has expanded its online training resources for travel agents to cover its full suite of fare products. oneworld offers a wider range of fares than any other global airline alliance, for trips around the world or through several or just one continent, all at attractive prices. They offer the flexibility of flights on any of oneworld’s 14 member airlines and their 30 affiliated carriers, serving more than a thousand destinations in more than 150 countries.

The oneworld Training Academy’s original module, launched two years ago, focusses on the alliance’s market-leading, flagship, continent-based round-the-world fare, oneworld Explorer. Thousands of travel agents worldwide have already used it to brush up on their round-the-world selling skills.

Now another three modules have been added, covering:

· Global Explorer, oneworld’s miles-based round-the-world fare that includes flights by some strategic partner airlines that are not part of the alliance, extending the range of its network still further. · Circle Fares, which enable travellers to fly to the other side of the world and then back, without going all the way round the world. · Visit Passes, offering travel within one continent or region, with options covering every continent (apart from Antarctica).

These additional modules are available now in a choice of seven languages – English, Chinese, French, German, Japanese, Portuguese and Spanish – at travelagent.oneworld.com. The fun and informative e-learning lessons, each of which can be completed in around 30 minutes, are designed to equip travel agents to sell these fares confidently and correctly.

They lead participants through a series of product lessons, with engaging interactive exercises and sample itineraries, covering all the command entries needed to book these fares through all the key GDSs (global distribution systems, like Amadeus, Sabre, etc.) enabling travel agents to book them quickly and easily.

Once successfully completing a module, the “oneworld Fares Specialist” diploma can be downloaded and printed. Participants successfully completing all modules will receive a “master” certificate, proclaiming them a “oneworld Fare Products Expert”. oneworld Vice-President Commercial José María Alvarado said: “The growing popularity of round-the- world travel gives travel agents a unique selling opportunity. Being able to price and book these complex itineraries accurately is a required skill that every travel agent should have. Through our oneworld Training Academy, which has been very well received since its launch, travel agents from across the globe can see for themselves just how quick and easy oneworld fares are to sell.”

About oneworld oneworld is an alliance of some of the world’s leading airlines, committed to providing the highest level of service and convenience to frequent international travellers. They include airberlin, American Airlines, British Airways, Cathay Pacific, Finnair, Iberia, Japan Airlines, LATAM Airlines, Malaysia Airlines, Qantas, Qatar Airways, Royal Jordanian, S7 Airlines and SriLankan Airlines, and around 30 affiliates. As part of oneworld, these airlines:

· Serve more a thousand airports in 150 plus countries, with 14,000 daily departures. · Carry some 550 million passengers a year on a combined fleet of 3,500 aircraft. · Generate more than US$ 130 billion in annual revenues. oneworld member airlines work together to deliver consistently a superior, seamless travel experience, with special privileges and rewards for frequent flyers, including earning and redeeming miles and points across the entire alliance network. Top tier cardholders (Emerald and Sapphire) enjoy access to more than 650 airport lounges and are offered extra baggage allowances. The most regular travellers (Emerald) can also use fast track security lanes at select airports. oneworld is the world’s most highly prized global airline group, with more “best alliance” awards than its competitors combined, including:

· FlightStats’ On-Time Performance Award 2015 for the third time running.

· Business Traveller’s 2015 Best Airline Alliance, also for the third year running.

· World Travel Awards’ World’s Leading Airline Alliance 2015, for the 13th consecutive year.

· Global Traveler magazine’s 2015 GT Tested Reader Survey Award – for the sixth year in a row.

· Premier Traveler’s Best of 2015 Awards – for the third year running.

· Business Traveler North America’s 2015 Best in Business Travel Awards.

Updated: 2016-08-23 16:02 | Created: 2016-08-23 16:02

500-mile upgrade confirmed prior to ticketing

Updated: August 20, 2016

This notification is being communicated to assist in your understanding of how to ticket 500-mile auto requested upgrades confirmed in X or R inventory by American prior to ticketing the reservation.

American provides complimentary upgrades to eligible elite members by placing the customer on the 500- mile automated upgrade list:

· AAdvantage Executive Platinum · AAdvantage Platinum and Gold on flights 500 miles or less

AAdvantage Platinum and AAdvantage Gold elite members traveling on flight segments greater than 500- miles are not automatically placed on the upgrade list since earned or purchased 500-mile upgrades are required.

You can manually request 500-mile auto-upgrades by:

· Inputting the applicable GDS format · Submitting the request on aa.com, mobile app or mobile web · Contacting American AAdvantage Reservations.

If American confirms the upgrade inventory prior to ticketing your record, you can ticket without canceling the upgrade inventory. It is unnecessary to cancel the upgrade inventory and re-book the revenue inventory. Current policies allow the travel agent to issue the ticket applying the stored revenue fare basis with the upgrade inventory.

If you choose to cancel the upgrade inventory you must manually re-request the 500-mile auto-request upgrade or the customer will not be placed on the standby list for another upgrade at check-in. Please note American representatives are unable to re-book and confirm the upgrade inventory once canceled.

For more detail refer to: 500-Mile Auto Requested Upgrade

Updated: 2016-08-19 11:05 | Created: 2016-08-19 10:28

Zika virus refund policy Updated: August 09, 2016

We are continuing to monitor the spread of Zika and closely watching the advisories that have been released by the Centers for Disease Control and Prevention (CDC). As you may have heard, the Florida Department of Health has identified an area in one neighborhood of Miami — the Wynwood neighborhood — where Zika is being spread by mosquitoes. This warning does not apply to any other areas of Florida. For customers who are pregnant wanting to cancel or change their reservations due to Zika virus concerns, and their final destination is Miami International (MIA), the following guidelines apply:

 Tickets issued on/before August 4, 2016.  Customer can apply for a refund of ticket or change fee on prefunds.aa.com .  Customer must provide a doctor letter of proof of pregnancy on official Doctor letterhead.  Refund will also apply to traveling companion in same PNR.  All requests must be submitted by August 19, 2016.

Do you have clients that are traveling to international areas affected by Zika? For applicable to tickets issued on or before March 31, 2016, the following guidelines apply:

 Refer them to prefunds.aa.com for refund of their revenue ticket. If the client is sure that they want to cancel their itinerary, cancel the segments prior to sending the customer to aa.com.  Customer must provide a doctor letter of proof of pregnancy on official Doctor letterhead.  Companions traveling on the same PNR or on a matching itinerary are also eligible.  Refund will also apply to traveling companion in same PNR.  American Airlines AAdvantage® award tickets cancel the itinerary and process reinstatement, collect the reinstatement charge and advise the client to submit a medical note via prefunds.aa.com to get their reinstatement fee refunded.  This refund exception applies to customers traveling to the following countries only: Aruba, Barbados, Belize, Bolivia, Brazil, Colombia, Costa Rica, Curacao, Dominican Republic, Ecuador, El Salvador, Guadeloupe, Guatemala, Haiti, Honduras, Jamaica, Martinique, Mexico, Nicaragua, Panama, Puerto Rico, Saint Martin, U.S. Virgin Islands, and Venezuela

Updated: 2016-08-09 10:43 | Created: 2016-08-09 10:43

Travel News and Information – Travel to regions affected by the Zika Virus Update: May 17, 2016 Revision: August 5, 2016- correction on tickets issued on/before date- revised to March 31, 2016

You are receiving an update on this notification to address customer concerns when traveling outside of the United States to a destination affected by the Zika Virus. Please refer to the following link: http://www.cdc.gov/zika/geo/index.html for countries that are affected.

American will allow pregnant travelers and their companions to request a refund when flying to one the impacted regions for tickets issued on/before March 31, 2016 (previously stated as May 12, 2016 in error).

If your customer is requesting a change fee refund, they may submit their refund request for tickets issued on/before May 12, 2016 with medical documentation and their exchange ticket after they have completed travel on their new itinerary.

Refund requests may be submitted via our online refunds website at www.refunds.aa.com. When submitting your request we will require a doctor’s note confirming the traveler’s pregnancy and their inability to travel or request for a change fee refund due to the Zika Virus. Updated: 2016-08-05 11:20 | Created: 2016-05-17 16:10

Fulfillment Requirements for American Airlines Paid Seats Issued: July 27, 2016

This communication includes important information regarding the sale of Preferred and Main Cabin Extra Seats in Sabre.

Please verify that your procedures and/or automation have been updated to process payment for chargeable seat assignments. If the seat is not purchased, it will be cancelled for non-payment and the customer will not have a seat assignment.

As a reminder, American’s chargeable seat assignment policies are:  If the chargeable seat is reserved before ticket issuance, the time limit for the seat payment is the same as the time limit for the issuance of the flight ticket  An EMD must be issued to pay for the seat at the time that the associated flight ticket is issued  If the chargeable paid seat is reserved after ticket issuance, the seat payment must be completed immediately  If payment is not completed according to this schedule, the seat assignment will be cancelled

To ensure your customer is not impacted, please be sure all necessary controls are in place to process the seat payment in accordance with this policy. Additionally, we recommend adjusting any scripts and robotic applications used to process fulfillment for air tickets to include processing fulfillment for chargeable seat assignments.

If you need assistance, please contact your Sabre account team or the Sabre Helpdesk.

Updated: 2016-07-27 11:56 | Created: 2016-07-27 11:00

London Heathrow Terminal 3 baggage system update Update: July 26, 2016

An airport-wide disruption with the Heathrow Airport baggage sorter affected all airlines and all terminals last week.

Our teams have been working to minimize disruption to our customers and we are pleased to report that we are accepting all checked baggage.

We sincerely apologize for any inconvenience caused to our customers during the disruption. Customers can track the status of their checked bags from check in to carousel with their smartphone, tablet or laptop — real-time at aa.com/baggage

Updated: 2016-07-26 08:44 | Created: 2016-07-26 08:44

Major Schedule Change AA*/JL SFO-HND-SFO Issued: July 25, 2016 This important notification is to inform our travel partners of special exception policies available for our mutual customers impacted by the major schedule change to American’s codeshare flights with Japan Airlines (AA*/JL) between San Francisco, CA (SFO) and Tokyo Haneda, Japan (HND) effective for travel October 31, 2016.

Special Travel Exceptions Considerations

AA*/JL SFO-HND Flights affected: AA*/JL HND-SFO View more details below Ticketed on/before: July 9, 2016 Effective for travel on/after: October 31, 2016 and beyond May reroute customer same day via an New travel dates: alternate connecting city or next available connecting or non-stop flight Reissue ticket on/before: At time rebooking is made Protect on AA/AA*oneworld or JL Prime Protection options: to/from HND  Same inventory  If original inventory is not available may book next lowest available inventory, same Booking requirements: cabin, up to and including H inventory  Excludes W inventory for premium economy on AA* OSI requirements: JL SCHG Endorsement box: JL SCHG Allowed Refer to ‘Flight not Canceled – Length of Flight Refund eligibility: Time Unacceptable’ within our Schedule Change procedures Travel to/from/through on American Japan Airlines (JL) / AA*JL and JB operated and marketed flights: Update itinerary changes according to the Schedule Change

Visit www.aasaleslink.com and confirm compliance with our Schedule Change policy by selecting Schedule Change - Double Time waiver

Rebooking - SalesLink - Double Check Reason code: Reissue AA Codeshare Services:

Reissue the ticket - waiver code annotation required Tour Code/IT Box- if unable to alter due to the ticketed fare auto populates specific information; indicate the waiver code in the Endorsement Box along with the required verbiage for that fare.

More details: The flight SFO-HND schedule change reflects updated with the new flight times. Note, the flight is confirmed for the day prior to ticketed travel date. Below is an example:

 AA8400Y 31OCT S SFOHND WK1 145A 500A 01NOV ← original segment  AA8400Y 30OCT J SFOHND TK1 355P 720P 31OCT ← updated segment The flight HND-SFO was removed from the reservation and placed in XK status. The customer must be re-protected manually by the travel agent on new flights:

· AA8401Y 31OCT S HNDSFO XK1 1205A 525P 30OCT ← original segment

Updated: 2016-07-25 13:48 | Created: 2016-07-25 13:48

Travel Agency Instructions for Cuba Travel - Update Update: July 01, 2016

You are receiving this updated notification to let you know steps American's travel agents may need to take in order to sell American’s new flights to Cuba.

If you are experiencing issues in your GDS selling American’s flights to Cuba, then please be sure to follow the below troubleshooting steps:

1. Make sure your agency has updated its own Cuba settings: some agencies previously set their own restrictions to prevent Cuba sales. Check with your internal department (e.g., IT department) that manages your agency desktop/selling platform to ensure that any previous Cuba sales restrictions set by your agency have been lifted. 2. Make sure any forms required by your GDS have been completed: some GDSs may require paperwork/form completion to activate Cuba sales. Check your GDS notifications and/or contact your GDS helpdesk or salesperson to ensure that any required paperwork/forms have been submitted.

Thank you for your support and business

Updated: 2016-07-01 13:01 | Created: 2016-07-01 13:01

Cuba Travel - Update Update: June 27, 2016

Earlier this month the U.S. Department of Transportation (“DOT”) awarded American the right to operate scheduled service between MIA and five cities in Cuba. American’s Cuba flight schedules are loaded and available for sale with launch dates from MIA as follows:

 For travel beginning September 7, 2016: o Cienfuegos (CFG) o Holguin (HOG)  For travel beginning September 9, 2016 o Camagüey (CMW) o Santa Clara (SNU)  For travel beginning September 11, 2016 o Varadero (VRA)

American would like to share important Travel Agency information and updated instructions for the sale of American’s scheduled service to Cuba:

For updated Travel Agency information, instructions for the sale of travel to Cuba, and frequently asked questions refer to: Cuba Travel Agent Instructions

For additional information about American’s flights to Cuba please visit: Visit Cuba

Updated: 2016-06-27 12:57

Trusted Traveler Program – Update Update: June 24, 2016

We want to be sure that your customers who enrolled in a United States Customs and Border Protection Trusted Traveler program are receiving TSA Pre✓® on a consistent basis.

We are sending out communications within 72 hours of departure to all American Airlines AAdvantage® elite members with an inaccurate Known Traveler Number (KTN) and/or Secure Flight Passenger data. These communications will advise customers to verify their KTN, name, date of birth and gender in their Trusted Traveler program account, travel agency profile, and in their current reservation at aa.com/trips.

If you receive a call from a customer advising that they’ve received this communication, please validate the following information in the customer’s internal profile before they have checked in for their flight:

 KTN: The KTN should begin with 98 or TT and end with 7 letters/numbers. Double check that the letters/numbers are correct and in the right order.  Date of birth and gender: This information should match the customer’s information in their Trusted Traveler program account.

Next, be sure the customer has validated this information in their Trusted Traveler program account. They will also need to visit aa.com/trips, log in to find their upcoming flight, and click ‘Add/edit passenger information’ to validate their information for current bookings. Once information has been corrected in the customer’s internal profile, all future bookings will include the correct Trusted Traveler passenger data and help ensure the customer receives TSA Pre✓® on a consistent basis.

Updated: 2016-06-24 16:36

GMT_Group and Meeting Travel Deposit Update Update: June 10, 2016

You are receiving the notification because we had made some important changes to our Group and Meeting Travel deposit policies. Based on your feedback, we are making changes to our GMT group deposit requirements. Starting June 6th, GMT will no longer require a deposit for group bookings when booked by an accredited ARC/IATA agency. This change has no impact on meeting the GMT determined contractual group utilization contractual requirements. If these terms are unmet, American will issue a debit memo violation for the difference between the contract agreement and actual group bookings flown.

We hope this added flexibility will assist in your efforts to sell group business on American.

Thank you for your business.

Updated: 2016-06-10 12:11

We’re making changes to the AAdvantage program Issued: June 7, 2016

In November 2015, we announced that we are making changes to the American Airlines AAdvantage® program so it’s rewarding for all members while giving our best customers access to our most exclusive benefits. Here’s what’s coming next:

For complete information see: AAdvantage Program

Updated: 2016-06-07

Tax Exemption Tickets Update: June 1, 2016

American is working to collect proper taxes on all tickets, and there are a handful of age, gender, and citizenship/residency related exemptions that we would like you to be aware of (e.g. Mexico Tourism Tax). You can find the full list of exemptions in your GDS.

For complete information on pricing tax-exempt tickets or refunding tax-exempt-eligible tickets please refer to: Tax Exemptions

Updated: 2016-06-06 15:36

Same Day Standby Policy Change Update: June 2, 2016

This notification is to share important information with our travel partners on changes to our flight standby policies effective April 29, 2016. For tickets purchased after April 29, 2016 the company is now offering a new product named same-day standby.

Same-day standby is available at check-in on aa.com, the airport Self Service Machines (SSMs) or by seeing an airport agent.

Please be guided by the following program terms and conditions:

 AAdvantage Executive Platinum, Platinum and Gold elite status members, including their companions in the same reservation may standby for both earlier and later flights at no cost

 All other non-elite customers may standby for earlier flights for a cost of $75 unless purchasing one of the following fares: o AirPass o Choice Plus o First or Business Class § Excluding main cabin fares upgraded and booked in X/R or C inventories o Ticketed Y inventory o Military

 SDS is only available for flights traveling within the United States

 SDS is unavailable when making routing changes, including changes to the midpoint/connection city to reach the customers final destination

If you have any questions our Sales Support Team will be happy to assist you.

Updated: 2016-06-02 16:43

LAXMCT – Minimum Misconnect Time Change Update: May 17, 2016

This special exception policy on American is issued for customers ticketed to travel through LAX who are affected by American’s adjustment to the minimum connect time required in LAX.

Special Travel Exceptions Considerations Affected Airports: Connecting flights via LAX only Tickets Issued On/Before: May 13, 2016 Impacted Travel Dates: May 16, 2016 – beyond New Travel Dates: Same day as originally ticketed or one day prior/after Reissuance of Tickets: Reissue must take place at the time the PNR is modified. Endorsement Box Requirement:: LAXMCT/automated verbiage for fare rule AA001 and US037 Refer to Endorsement Box LAXMCT OSI Requirements: CART/AN Number (if applicable)

Inventory Requirements: Lowest Inventory– Same Cabin Changes to Connection City: Allowed Allowed Changes to Co-Terminal: Refer to: Co-Terminal Flight Not Cancelled: Allowed Refund Eligibility: Refer to Refund Policy Travel through LAX on American AA, BA*/AA, AY*/AA, IB*/AA, JL*/AA operated flights: Rebooking - SalesLink - Double Check Not eligible Services:

PNRs affected by the LAXMCT have been updated with the SSRs remarks as listed below:

SSR ADTK YY INVALID CONNECTION MCT NOT MET SSR ADTK YY MODIFY PNR OR SUBJECT TO DEBIT MEMO

Updated: 2016-05-19 12:17

Travel News and Information – Travel to regions affected by the Zika Virus Update: May 17, 2016

American will allow pregnant travelers and their companions to request a refund when flying to one the impacted regions for tickets issued on/before May 12, 2016.

Updated: 2016-05-17 17:45 | Created: 2016-05-17 16:10

Converting Tickets Issued in B Inventory to Y Inventory – Update Update: April 14, 2016

This notification is an update to our previously issued agency notification on January 14, 2016 communicating our plans to remove B inventory from our fare class ladder. This change has resulted in our need to convert all reservations ticketed in B inventory to Y inventory to assist in our plans to repurpose B inventory for other marketed fares.

The inventory swap from B inventory to Y inventory will be effective April 15, 2016 and reservations impacted will be placed on your notification queue. Please note there are minimal numbers of ticketed reservations affected by this inventory swap.

When a reservation impacted by this change is placed on your notification queue, please note the following to assist in your ticket reissuance:

1. The originally ticketed AA or AA* flight segments will change to UN status and a replacement segment will be added to the itinerary as an HK segment.

 1596B 04JUN J DFWMIA UN1 905A 105P ← original segment  1596Y 04JUN J DFWMIA HK1 905A 105P ← replacement segment

2. The OSI field in the reservation will be updated with the following annotations:

OSI YY INVENTORY CHANGE ONLY - PLEASE REISSUE TKT OSI YY ADDITONAL CHANGES ARE VOLUNTARY - ALL RULES APPLY

3. Please follow the below steps to process the inventory swap:

 Cancel the UN segment  Reissue the ticket to ensure the e-ticket matches the inventory o Reissuance is required so future schedule change information is transmitted correctly  Verify seat assignments to ensure the system re-assigned seat meets your customers preference  Re-request special service requests as necessary

American will transmit a second message if reissuance has not occurred 30 days prior to departure. The below annotation will be added to the reservation:

SSR ADTK XX KK# INVENTORY CHANGE – PLEASE REISSUE TICKET (XX = GDS Code / # = number of passengers)

The flight number, origin/destination, or departure time of the flight remain intact as this update is an inventory change only.

Future schedule changes please refer to our Schedule Change guidelines located on the Agency Reference

Updated:2016-04-15 12:43:39

Upcoming Cuba Travel Update: 1300ct/April 4, 2016

Last month, American submitted an application to the U.S. Department of Transportation (“DOT”) requesting authority to begin regularly scheduled service to Cuba. The DOT is reviewing American’s application, and while specific timelines are unknown, American hopes to launch scheduled service to Cuba in 2016. American would like to share some important Travel Agency information and instructions in advance of the future sale of scheduled service to Cuba.

For complete Travel Agency Instructions refer to: Cuba Travel Agent Instructions

Note: Information about American’s progress toward launching flights to Cuba please see:Visit Cuba

Updated:2016-04-04 18:49:14

Major schedule Change being planned for this weekend

Update: March 18, 2016

Use SalesLink Double Suite Double Time Services for reservations impacted by this weekend’s major schedule change event.

Log-in to SalesLink and click on the Double Suite services link and select Double Time Schedule Change.

Did you know in addition to verifying rebooked segments are in compliance with schedule change guidelines you can revalidate tickets when a customer’s itinerary has been affected by a schedule change?

Select the “Service Request” tab Click on “New Service Request” Follow instructions provided on the screen Choose the Service Type: Schedule Change – Double Time Indicate Revalidation for the Reason Code For schedule changes which require ticket reissuance place annotate SCHG in the endorsement box since this is an industry standard requirement.

Updated:2016-03-18 23:58:03

Schedule Change - Double Time

Revalidation for Schedule Changes

March 3, 2016

Great News for Travel Professionals! You are able to revalidate tickets when a customer’s itinerary has been affected by a schedule change. Simply log- in to SalesLink:

 Select the “Service Request” tab  Click on “New Service Request”  Follow instructions provided on the screen  Choose the Service Type: Schedule Change – Double Time  Indicate Revalidation for the Reason Code

Start using this Double-Time service and see how easy working schedule change revalidation can be!

Have any questions? Your local Sales Support office is ready to assist.

Updated:2016-03-03 18:49:35

Double Time – Rebooking Flights Impacted by Schedule Change Double Time – Rebooking Flights Impacted by Schedule Changes February 23, 2016

You inquired and we listened! American Airlines Sales Support has implemented another “double” suite service to help assist our mutual customers.

Since we are the world’s largest airline, we are faced with millions of schedule changes annually. Although American Sales provides liberal self-service re-booking guidelines for schedule change events, we know travel professionals often prefer to contact Sales Support or Reservations to confirm their re- booked flights are in compliance with our published policies. The primary concern being to avoid any airport check-in issues and to avoid the possibility a debit memo may be issued

Double Time avoids contacting Sales Support or Reservations to confirm compliance with schedule change guidelines and also documents the reservation with the waiver remarks to inform our audit department we have approved the re-booked flights. As industry standard requires, please continue to annotate SCHG in the endorsement box during ticket reissuance.

Finally, if you prefer revalidation you must accept the new schedule, simply go on to SalesLink and SalesLink will verify if the flights qualify and do the revalidation. Saves you a call or email to Sales Support. Hit that easy button!

Have any questions? Your local Sales Support office is ready to assist!

Updated:2016-02-24 00:49:05

500-mile auto-requested upgrades

This important notification is to educate our travel partners on complimentary auto-requested 500-mile upgrades for AAdvantage elite status members. When a qualifying AAdvantage elite member books a reservation, AA automatically reviews the segment(s) to determine if any are eligible for a complimentary 500-mile upgrade.

500-mile upgrades are always complimentary for AAdvantage Executive Platinum® members. For AAdvantage Platinum® and AAdvantage Gold® members, 500-mile upgrades on flights less than 500 miles are complimentary. If everyone in the reservation is eligible for a complimentary upgrade, upgrades will be auto-requested. An upgrade request will be automatically added (SSR FQTU) for each eligible segment if:

The segment(s) is eligible for a 500-mile upgrade All customers in the PNR are eligible for a complimentary 500-mile upgrade The PNR has not been opted out of auto-upgrade If all three of the above are not met, the segment is not eligible for auto-request. If the customer wishes to upgrade they must request the upgrade. For elite members who are eligible for a complimentary auto-requested 500-mile upgrade:

The PNR will be updated with the Frequent Traveler Upgrade as an SSR FQTU for each eligible segment within 5 minutes after the PNR is ended. The auto-upgrade does not require the agency PNR to be ticketed for the upgrade inventory (X/R) to be confirmed.

What does this mean to the Travel Agent?

Agencies are able to issue the ticket with the confirmed upgraded inventory (X/R) applying the stored revenue fare basis following normal ticketing guidelines. Example: CPN A/L FLT CLS DATE BRDOFF TIME ST F/B 1 AA 4228 X 23FEB STLDCA 610P OK LA00ZRI1

It is important that agencies not cancel the upgraded (X/R) flight segment(s) to reinstate the revenue inventory for ticketing. This will cause the member to lose their confirmed upgrade and the customer will not be placed on the standby list for another upgrade at check-in.

Updated:2016-02-23 23:14:10

Travel News and Information – Travel to regions affected by the Zika Virus

Issued: January 28, 2016 Update: February 2, 2016

You are receiving an update on this notification to address customer concerns when traveling outside of the United States to a destination affected by the Zika Virus. To ease those concerns, American will allow pregnant travelers and their companions to request a refund when flying to one the impacted regions. Please refer to the following link: http://www.cdc.gov/zika/geo/index.html for countries that are affected.

If your customer is requesting a change fee refund, they may submit their refund request with medical documentation and their exchange ticket after they have completed travel on their new itinerary.

Updated:2016-02-02 23:19:12

Fare Class Removal – B Inventory

Updated: January 14, 2016

You are receiving this important notification to advise you we are removing B inventory from our fare class ladder. In the near future, we have plans to repurpose B inventory for the development of new sales products, which means any existing “B” fares will no longer be available for sale.

We have removed “B” class from our fare structure for all geographic regions. Bookings made up until January 14, 2016 will require ticketing in accordance with the fare rules or no later than March 31, 2016, whichever comes first.

Existing un-ticketed reservations booked in B inventory will be systematically updated with an SSR message which will be sent to your notification queue as a reminder on or before March 28, 2016.

Please be assured that any tickets already issued in “B” class for travel after March 31, 2016 will be honored; however, impacted tickets will be re-accommodated by American Airlines into an alternate inventory.

This change will also have minor impacts when re-booking customers affected by schedule changes. Agency Reference will be updated to reflect the new inventory booking requirement.

As always if you have any questions or concerns, your local Sales Support office is ready to assist

Updated:2016-01-15 01:14:08

Reminder of New SalesLink Waiver Services

Reminder of New SalesLink Waiver Services January 8, 2016

You inquired and we listened! American Airlines Sales Support has “doubled” the value of our partnership by offering 4 new waiver services to help assist our mutual customers.

Double Quick – Requesting Reissuance of INVOL Coupons Effective December 2015

When Irregular Flight Operations (IROPS) occurs system wide for various reasons and American was unable to revalidate the ticket, we often reissue the agency ticket for an Involuntary exchange, known as an INVOL ticket. This prevents the agency from making subsequent changes on their own for their customer if the new itinerary is unacceptable.

Double Quick will allow the travel professional to bypass contacting Reservations. You will simply book the new flights and input the record locator into SalesLink and SalesLink will take care of the rest. SalesLink will validate the re-booked flights, verifying our Irregular Flight Operations (IROPS) guidelines and then queue the reservation to our ticketing department for reissue. It’s like pushing the easy button!

Double Check – Verifying Travel Notice Rebookings Effective December 2015

During hurricane season, tropical storms, winter storms and other situations where a Travel Notice is implemented, American Sales provides liberal self-service rebooking guidelines for your mutual customer to have more flexible travel plans. We’ve listened to your concerns regarding rebooking and debit memos.

Double Check will allow the travel professional to eliminate the manual process where they will have to update the record locator with required documentation per the specific Travel Notice. You simply book the new flights based on the Travel Notice guidelines and SalesLink will take care of the rest. SalesLink will validate the re-booked flights verifying our Travel Notice Exception guidelines and document the reservation with the waiver remarks to insure our auditors are aware the flights are approved. The best news is, with the waiver in the reservation, you no longer need to add required PNR documentation or update the waiver code when you reissue the ticket.

Double Back – Removing Customer Check-in Status Available late-January 2016

Have you experienced difficulties with last minute ticket exchanges because the customer has already checked in for their flight(s)? Although canceling the flight segment changes the status of the ticket from check-in to open (OK), they are unable to re-book the same inventory or change the flights due to married connections.

Double Back will protect the ticketed inventory by cancelling the flights, “uncheck” customers who checked in and return the ticketed coupon back to open (OK) status to allow the agency to process the exchange. This will eliminate your frustrations when trying to assist our mutual customers with downline flight segment changes. We aim to please!

Double Time – Rebooking Flights Impacted by Schedule Changes Available mid-February 2016

Double Time avoids contacting Sales Support or Reservations to confirm compliance with schedule change guidelines and also documents the reservation with the waiver remarks to inform our audit department we have approved the re-booked flights. Additionally, it is no longer required to annotate the Schedule Change waiver code during ticket reissuance. It saves you time!

Finally, if you prefer revalidation you accept the new schedule, simply go on to SalesLink and SalesLink will verify if the flights qualify and do the revalidation. Saves you a call or email to Sales Support. Another easy button!

Have any questions? Your local Sales Support office is ready to assist!

Updated:2016-01-08 18:38:59

Updated: March 7, 2017