Ticketing Index

Agency Eligibility Cancel Refund or Void Exchange Canceling an Electronic Ticket PNR Cart Numbers Change Fee Changes to an Electronic Ticket Changing or Rebooking Other or American Codeshare Segments Conditions of Carriage Electronic Ticket Definition and Eligibility Electronic Ticket Record Retrieval Electronic To Paper or Paper to Electronic External Reservation Handling Charge Extra Seat Procedures Formats Infant E-Ticketing Interline E-Ticketing Agreements Marking Up Fares/Change Fees Prohibited Multiple Tickets in Same PNR - Incorrect Ticket Coupon Lift Avoidance Non-Refundable E-Ticket to Refundable E-Ticket Exchanges Non-Refundable Ticket Endorsement OA Private or Contracted Fares Pre-Paid (PTA) Policy Refundable Ticket Endorsement –Bulk Tickets Refunds Surcharges Ticket Validity Ticketing Violation Sample Agreement Agency Booking Airpass Customers Unrestricted Fares Ticketing Time Limit Upgrades – 500 Miles Verifying American Electronic Ticket Usage Voiding a Ticket Vouchers - Transportation Vouchers Vouchers - eVouchers

Agency Eligibility

To be eligible for electronic ticketing:

Check with your GDS/CRS for valid electronic ticketing point of sale countries. Return to top

Cancel Refund Or Void Exchange

American offers cancel refund/void exchange functionality. The Cancel Refund lets a travel agent cancel / undo a refund processed in error. Similarly, Void Exchange enhancement gives agents the ability to cancel / undo an electronic ticket that was issued as a result of an exchange transaction. The cancel refund or void exchange request should be made by 11:59 PM on the same day it was issued. If completed properly, these transactions will re-open the old ticket in the American database while automatically updating the agency's ARC IAR report the next day. For more information on these functions, agencies should contact their respective GDS. Return to top

Canceling An Electronic Ticket PNR

Canceling a PNR does not void or cancel an electronic ticket. An electronic ticket may be voided directly in the GDS up until 11:59p.m. the business day after the ticket was issued. Travel agents have an additional day to reconcile the IAR, ensuring that all voids performed in the GDS were updated.

For more information see www.arccorp.com and contact your GDS. Return to top

Cart Numbers

Domestic/Group Contracts - Cart Numbers To ensure that all flight segments will be properly recorded and credited, you must utilize your Authorization Number (AN) and Cart Numbers (CN) as specified in the Group and/or Corporate Travel Agreement. Both numbers must appear in the Tour Code Box on all customers’ tickets at time of issuance.

Sabre Formats: (Users of other GDSs should contact the respective GDS for the correct format)

If you type Uc123456a123456 the system will show IT-ITC123456A123456 W¥FCA¥UC123456A123456 (CA denotes FOP)

IT BOX shows: IT-ITC123456A12345

This format will print the Alpha Code (IT) at the beginning of the Tour Code Box, however (IT) does not restrict our ability to track the Cart and or Authorization Numbers

To suppress the IT in the IT field, then the asterisk (*) character is used: W¥FCA¥UN*C123456A123456

IT BOX shows: IT-C123456A123456 Note: 14 Characters is the max regardless if you suppress the IT or not

Note: If only a Corporate Travel Agreement applies, only input the Cart Number designated by the alpha letter (C). If only a Group & Meeting Travel Agreement applies, it is only necessary to input the Authorization Number designated by the letter (A).

When using both a Corporate Agreement Car Number and Authorization Number it does not matter which is listed first however, the designations of (C) for Corporate Agreement and (A) for Authorization Number must be used with the appropriate number.

The Corporate Agreement Number will always be six digits of numeric. The Authorization Number is a six- digit combination of four numeric characters followed by two alpha characters. The Tour Code box is limited to a total of 14 characters. Normal endorsement box inclusions apply, such as Valid On AA Only!

Corporate/Group Contracts - Cart Numbers To ensure that all flight segments will be properly recorded and credited, you must utilize your Cart Number (CN) and Authorization Number (AN) as specified in the Corporate Travel Agreement (CTA). Both numbers must appear in the Tour Code Box, at time of issuance, on all customers’ tickets utilizing a discount. If discount is not being applied, either the Cart Number or the Cart Number and Authorization Number must be input in the Tour Code Box for corporate revenue tracking.

Corporate Tour Code Box Format

Sabre Formats: (Users of other GDSs should contact the respective GDS for the correct format)

W¥FAREBASIS/TKT DESIGN¥FOP¥UN*C CARTNUMBER A ANNUMBER

Example for discounted itineraries – W¥QY26/12XABZ¥FOP¥UN*C123456A12XABZ

Example for non-discounted itineraries – W¥QY26¥FOP¥UN*C123456A12XABZ

Or

W¥QY26¥FOP¥UN*C123456

Group Tour Code Box Format

Sabre Formats: (Users of other GDSs should contact the respective GDS for the correct format) W¥ OR TKT DESIGN¥FFOP¥UN*C CARTNUMBER A ANNUMBER

Examples – W¥QYAN123ABC¥FCA¥UN*C123456A12XABZ W¥QY26/MGD05¥FCA¥UN*C123456A12XABZ

Or

W¥QYAN123ABC¥FCA¥UN*C123456 W¥QY26/MGD05¥FCA¥UN*C123456

Note: If using a Corporate discount both Cart Number preceded by the letter (C) and Authorization Number preceded by the letter (A) must appear in the Tour Code Box If using a Group contract the Authorization Number preceded by the letter (A) must appear in the Tour Code Box

If using a Group contract for Corporate business both the Corporate Cart Number preceded by the letter (C) for corporate revenue tracking and the group AN number preceded by the letter (A) must appear in the Tour Code box.

The cart number will always be six numeric characters and the AN number will always be a combination of six alpha and numeric characters.

The "Tour Code" box is limited to 14 total characters including the preceding (C) and or an (A).

Normal endorsement box inclusions apply, i.e. "Valid on AA only", or "Nonrefundable".

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Change Fee Change Charge / Penalty Information

 Change charges/penalties may vary by markets and fare basis types. Always consult the fare rules before quoting the change charges/penalties.  When booking different fare types that are combinable, be aware that the fare with the most restrictive rules applies. Please note that change charges/penalties are not considered restrictions.  Change charges/penalties are published in conjunction with each fare basis. If several different fares are used to construct an itinerary, it is feasible that each leg of travel may have a different change charges/penalty.

Change Charge

Travel within/Between 50 U.S./Puerto Rico/U.S. Virgin Islands, And Transborder U.S./Canada or, to/from Hawaii. Check Fare Rules. Change charges vary.

Once a ticket has been reissued, the new issue date will determine the change charge amount.

For travel originating in Canada, requiring collection in the U.S., the CAD change charge will be converted to USD at the current rate of exchange.

For travel originating in the U.S., requiring collection in Canada, the USD change charge will be converted to CAD at the current Bankers Selling Rate (BSR).

Exchanges in Canada are subject to the 7 percent Canadian Government Services Tax (GST).

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Changes To An Electronic Ticket

A change in the itinerary does not automatically update the electronic ticket record in Sabre. The electronic ticket record should always be updated through the exchange process. Please see your GDS for ticketing. Return to top

Changing Or Rebooking Other Airline Or American Codeshare Segments

Sometimes the transfer of data can get jumbled or lost when canceling and rebooking other airline partner segments or American codeshare segments in the same transaction. To ensure a clean transmission and avoid the possibility of losing the new space, it is best to make changes to other airline partner segments or American codeshare segments in separate steps.

 Book new segments  End and Retrieve the PNR, ensuring the record locator has been received back from the other airline  Cancel old segments

This will help Sabre and the other system clearly communicate the transaction. If the other airline partner space is limited and you want to guarantee it, book the new segments before canceling the old segments. The important item to remember, regardless of the order in which you cancel and book (or book then cancel) is to end and retrieve the PNR between steps and ensure a record locator has been received back from the carrier and is added to the end of the segment. Until the locator is received, the customer is not confirmed in the other airline's system. Return to top

Electronic Ticket Definition And Eligibility

Electronic tickets are stored in the American database. American electronic tickets must be validated and plated on AA/001.

 The itinerary may contain no more than 16 segments of airspace for each ticket. An ARNK is considered to be a segment. Open segments are allowed when the itinerary contains at least one confirmed segment.  Bulk fares are allowed with American e-tickets.  American accepts up to two separate forms of payment for an electronic ticket.  Electronic tickets may be issued up to 2 hours prior to departure

Not Eligible:

 Some codeshare flights marketed by American may not be eligible for American electronic ticketing. The pricing response is the most reliable indicator of market e-ticket eligibility.

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Electronic Ticket Record Retrieval

Electronic ticket records can be retrieved in the American database for seven days after the last air segment is flown, or for open or unused tickets, 13 months after the last intended flight date. An error message ticketing record not found will appear after the allotted time expires. To review the various ways to retrieve an electronic ticket see your GDS for ticketing formats. Return to top

Electronic To Paper Or Paper To Electronic

All e-ticket eligible itineraries should be issued as an e-ticket. Travel Agents should not convert e-ticket coupons to paper. A paper ticket issued on an e-ticket eligible itinerary is subject to a debit memo. Only non-e-ticket eligible itineraries (itineraries that include OA carriers that American does not have an e- ticket agreement and itineraries with 16 plus segments), may issue a paper ticket. You should verify with the OA carrier to insure if they allow paper ticket acceptance.

For International point of sale agencies there is no paper (ATB) ticket acceptance.

Note: All fare rules and required add-collects apply to ticket exchange activity regardless of whether the original ticket was paper or electronic. The new ticket must follow all fare rules including advance- ticketing requirements. Return to top

External Reservation Handling Charge

The External Reservation Handling Charge applies for changes to tickets originally purchased through external ticketing sources, including any traditional agency, Internet travel site and if the customer ticketed through another airline, including ® and codeshare carriers. Customers who purchased tickets directly from American Airlines via aa.com, telephone reservations, ticket offices and Travel Centers are not assessed the External Reservation Handling Charge. The charge varies based on the country where the itinerary change is made or the ticket is issued.

Note: Airport personnel refer to this handling charge as an Airport Service Charge and not an External Reservation Handling Charge. American airport staff will follow the same guidelines for assessing the charge when an itinerary change is made to an external reservation at the airport. Airport (ATO) and Travel Center charges are shown below.

American airport (ATO) or American Travel Center staff will not collect the charge for making seat assignments. There is a charge for making seat assignments directly with American Reservations for tickets purchased through non-American locations.

The charge is applicable on:

 Voluntary itinerary changes processed by American Reservations centers and at airport ticket offices (ATO) and American Travel Centers (TC) for U.S./Canada/U.K./Europe point of sale tickets originally purchased through traditional travel agencies, online travel agencies and other airlines, including oneworld and codeshare partners

The charge is not applicable on:

 Tickets purchased from American via aa.com, American Reservations and ATO/TC locations  Involuntary itinerary changes, i.e. schedule changes and off-schedule operations  Customers ticketed using a government or military fare

Frequently Asked Questions:

Why is American charging this charge? This charge applies to reservations that were originally sold by third parties and is reflective of the handling required in changing an externally created reservation.

Does the charge apply to Airpass transactions? No. While Airpass reservations may be booked by travel agencies, they are queued to American for ticketing. Since agencies do not issue the initial ticket, the charge does not apply.

Does the charge apply to Same Day Confirmed Flight Change transactions? No. Same Day Confirmed Flight Change transactions must be handled by American Reservations or at airport self-service machines or ticket counters, so the charge does not apply.

Does the charge apply if American revalidates rather than reissues the agency ticket? Yes. The charge applies to voluntary changes, regardless of whether American revalidates or reissues the ticket.

Once American reissues the ticket, will the charge apply to any subsequent reissues? No.

Does the charge apply to tickets purchased on aa.com? No. The charge does not apply to tickets purchased directly from American, via aa.com, American Reservations, or ATO/TC.

If American changes the itinerary, will the charge apply? No. The charge applies to voluntary changes and will not be applied when American has a schedule change or cancellation.

Does this charge replace the ticket change charge? No. Customers who wish to change and confirm their itinerary must follow the applicable fare rules and pay any associated change charges and add collects, in addition to the External Reservation Handling charge.

If the is closed, will American waive the charge? No. The charge is based on the type of transaction involved and is independent of the agency hours of operation. Customers may choose to wait to speak with their travel agent.

Will the charge be assessed separately on the customer's credit card statement? If the change is made via American Reservations, the charge will be assessed separately. For changes made at the ATO/TC, the charge will be included in the total amount charged to the credit card.

Will American accept an agency MCO as form of payment for the charge? Currently, yes. Please inquire with American Reservations MCOs are still accepted.

Return to top Extra Seat Procedures

For the safety and comfort of all customers, American has aligned their seating accommodation policies with other major airlines regarding customers who may require more than one seat. The Extra Seat Policy applies to American Airlines and American Eagle® for domestic and international flights. A customer may elect to purchase an additional seat for privacy or because they are:

 Unable to fit into a single seat in their ticketed cabin and/or  Unable to properly buckle their seatbelt using a single seatbelt extender (available upon request from a ) and/or  Unable to lower both armrests without encroaching upon the adjacent seating space or another customer.

Name Field The extra seat name should appear as 2.1PAX LAST NAME/ EXST for the extra seat.

 EXAMPLE: 2.1HOWELL/ EXST

OSI Field

 Example: EXTRA SEAT FOR PRIVACY

SFPD You will be required to enter SFPD for Extra/Additional Seats. You may duplicate the same SFPD data which was entered for the passenger even though the First Name is EXST. This information is necessary for ticketing only, it will not be sent to TSA.

EXAMPLE:

 4DOCS/DB/01JAN53/M/HOWELL/THURSTON/BACKUS-N1.1  4DOCS/DB/01JAN53/M/HOWELL/THURSTON/BACKUS-N2.1

NOTE: The above is a SABRE format; for OA GDS formats, please contact them directly

When a customer advises that they require an extra seat:

 Book two seats based on customer's request. o There is no limit to the number of extra seats that a passenger may purchase. o Extra seats are not exempt from Main Cabin Extra (MCE) or Preferred Seat purchase. o If a passenger purchases an extra seat, and requests two MCE or Preferred seats or a combination of the two, the passenger will be charged for both seats, including taxes for both seats. . If the agency is not on Direct Connect to obtain these seats the customer will have to contact American RES or go on to aa.com to request these seats. o The same taxes apply for the second seat in the EXST name field.

Charge the applicable adult fare for the extra seat, minus PFC charges:

 Retain the fare with the ticket designator SEAT to deduct the PFC charges. o The ticket designator SEAT may be applied to deduct PFC charges. If the SEAT designator is unsupported by the GDS, you may choose to issue the ticket with the PFC charges. o You may contact Sales Support for assistance for the SEAT designator for a PFC charge waiver.  AAdvantage® upgrades are not allowed for a purchased extra seat, but AAdvantage upgrades are allowed for a cabin seat. o Extra seat tickets follow purchased fare rules for refunding purposes.

 If a passenger qualifies for an electronic ticket for the first seat, the second seat may also be an electronic ticket.  Baggage policy applies to passenger's ticket only.  Reservations for additional seats will be able to reserve or change seat assignments on aa.com.  Extra seats cannot be purchased for a pet.  Extra seats cannot be purchased on any AA* (codeshare) segments.

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Formats For further information on formats or ticketing topics please contact your GDS. Return to top

Infant E-Ticketing Infants are e-ticket eligible when travel is on American and any of the carriers listed in the Interline E- Ticketing Agreement section below. Do not issue a paper infant ticket for e-ticket eligible itineraries and carriers.

Effective November 1, 2012, American will no longer accept ATB/Paper tickets for travel on American regardless of the validating carrier for travel dates after October 31, 2012. All Sales by US ARC/BSP agents for travel on 01NOV12 and beyond on American Marketed/Operated flights shall be ticketed using interline e-ticketing (ETR).

 Sabre GDS o Travel Agent to book the Adult (s) in the PNR (do not include the infant name or information) o Update the DOCS/DB or DOCS/P o Issue the Adult (s) ticket. o Add 4INFT SSRs (4INFT for AA space/3INFT when other carrier space in the PNR) by segment and name associated to the adult to identify lap child (no seat) –this will automatically create the I/ (Infant name) in the name field. . Example: 4INFT/SMITH/JAMES/02APR11-2.1 - last name, first name, birth date of the infant, and an adult name association (infant name should not in name field) . Example by segment format: 4INFT1/SMITH/JAMES/02APR11-Segment 1, one adult in PNR and lap infant (infant name should not in name field)

Note: Do not add the I/ name field and then add the 4INFT as the system will compare the name input in the SSR INFT field with the data in the I/ field and if the name is not EXACT then the system automatically adds another I/ -- or it may automatically add another I/--. This will create problems ending the PNR.

 Add DOCS/DB or DOCS/P for the Infant o INF SFPD- indicate FI or MI for Gender and associate to one of the adults o Example: 4DOCS/DB/01JAN12/FI/SMITH/JANE/ANN-1.1

Note: If after the infant SFPD and ticket is issued and the notification system advises to "ADD SECURE FLIGHT DATA" please add the infant information to the PNR for the TSA required docs.

 OA GDS o Travel Agent to book the Adult (s) in the PNR (do not include the infant name or information) o Update the DOCS/DB or DOCS/P o Issue the Adult (s) ticket. o Add the I/ --(Infant Name) in the name field. o Add INFT SSRs (4INFT for AA space/3INFT when other carrier space in the PNR) by segment and name associated to the adult to identify lap child (no seat). . OA GDS Subscribers should contact their respective OA GDS representatives for correct formats.

 Add DOCS/DB or DOCS/P for the Infant o INF SFPD- indicate FI or MI for Gender and associate to one of the adults o OA GDS Subscribers should contact their respective OA GDS representatives for correct formats.

Note: If after the infant SFPD and ticket is issued and the notification system advises to "ADD SECURE FLIGHT DATA" please add the infant passport information to the PNR for the TSA required docs.

Infants Requiring Tickets with Airpass Tickets Airpass customers traveling to destinations that require infants to have electronic tickets will be required to have the Airpass ticket issued prior to adding the infant name field. The following steps must be performed in order for the infant e-ticket to be issued:

 Travel Agent to book the Airpass customer's PNR (do not include the infant name or information)  Travel Agent to call American RES and provide the Airpass PNR; advise the American RES agent that the Airpass member will be traveling with an infant  American RES will set up Airpass PNR for ticketing (it will not include the infant name or information)  American RES will contact their Resolution Support Desk (RSD) to have Airpass ticket issued immediately o Customers who do not want their Airpass ticket issued immediately must call back after Airpass ticket is issued to add infant  Travel Agent will be transferred to the RSD agent directly to provide the infant information to PNR; American eTDS will issue the infant e-ticket

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Interline E-Ticketing Agreements

American maintains its list of Interline e-Ticketing agreements in each GDS. Please refer to your GDSs' IET agreements table to learn which airlines may be included on a 001/AA ticket.

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Marking Up Fares/Change Fees Prohibited

As a reminder, American Airlines prohibits the marking up of published and private fares and/or change fees for the purpose of producing and collecting the travel agency's service fee. In addition, agencies may not issue published fares as "BT" or "IT" tickets.

Agents must strictly adhere to American's instructions, rules, regulations, conditions of sale, and tariffs.

The Department of Transportation has clearly stated that a misrepresentation by a ticket agent "as to fares and charges for air transportation or services in connection therewith" is an "unfair or deceptive practice or unfair method of competition". Violations are subject to civil penalties up to $2,500 USD for each violation.

Travel agencies that markup published and private fares or change fees for the purpose of collecting their agency service fees will receive a debit memo for the amount of the markup. Your compliance with our policy is appreciated.

ARC accredited agencies may use ARC's travel agency service fee (TASF) program to collect their service fees. Detailed information regarding the TASF program is on ARC form number 111. See the ARC website www.arccorp.com for ordering instructions. IATA accredited agents should see www.iata.org for information on IATA's TASF program.

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Multiple Ticket in Same PNR - Incorrect Ticket Coupon Lift Avoidance

In an effort to assist our valued agency partners, it is critical to understand the importance of not having multiple valid tickets (open/ok coupon status) for the same flight(s) and/or origin destination in a passenger's PNR.

To prevent having multiple tickets in a PNR, the agency should consider the following:

 Void - if within the applicable ticketed window, VOID the ticket and issue a completely new ticket  Reissue/Exchange - if the ticketed fare allows changes, reissue/exchange the ticket for the new itinerary, rather than issue multiple tickets within the same PNR  Refund - if the ticketed fare is refundable, issue/process a refund and then issue a completely new ticket. This can be done in the existing PNR or in a new PNR containing the updated itinerary. Either way, this avoids having multiple "live" tickets for the same customer and same flight in the airline's e-ticket database

If there is more than one valid ticket that exists for a passenger's flight AT TIME OF CHECK-IN, the airline's automation systems will not know for certain which coupon is intended for use. This is true whether check-in takes place on-line, at an airport self-service machine (Kiosk) or in person with an actual agent. To ensure the correct coupon is lifted every time, simply choose any one of the 3 recommended options we've listed. Let's illustrate what we mean, using the following scenario.

Your client on 11MAY15 asks you to book and ticket an itinerary for next week:

19MAY15- MIASJU 24MAY15– SJUMIA

0017002195582 NAME-SAMPLE/TICKET TTL NBR OF CPNS- 2 DATE OF ISSUE-12MAY15 PNR-XXXXXX 11MAY15

CC-XXXXXXXXXXXXXXX CPN A/L FLT CLS DATE BRDOFF TIME ST F/B STAT 1 AA 869 O 19MAY MIASJU 1155A OK OM0ACBN OK 2O AA 1736 N 24MAY SJUMIA 830P OK N7ACBN OK

FARE USD 188.00 TAX 32.20US TAX 5.00AY TAX 9.00XF TOTAL USD 234.20 FARE CALC MIA AA SJU 69.00AA MIA 119.00 USD188.00END AA XFMIA 4.5SJU4.5 ENDORSEMENTS/RESTRICTIONS- NONREF/CHG FEE APPLIES/NO VALUE AFTER FLT TIME/

IT-XXXXXX REMARKS--

ENTER VCR*CALL TO DISPLAY COUPON DETAILS ENTER VCR*FC TO DISPLAY FARE CALC WITH TAX SUMMARY

FORM OF PAYMENT FOP-XXXXXXXXXXXXX EXP-XXXX APPROVAL CODE-XXXXX DATE OF ISSUE-12MAY15 ISSUED AT-XXX XXX XX ARC/IATA NBR-XXXXXXX

A few days later, 14MAY15, they advise you of a change of plans. A cancel / rebook transaction takes place in the existing PNR, since only the outbound is being changed:

New Travel Outbound Date: 20MAY15– MIASJU 24MAY15– SJUMIA remains the same

0017002196699 NAME-SAMPLE/TICKET TTL NBR OF CPNS- 2 DATE OF ISSUE-15MAY15 PNR-XXXXXX 14MAY15 CC-XXXXXXXXXXXXXXX CPN A/L FLT CLS DATE BRDOFF TIME ST F/B STAT 1 AA 869 O 20MAY MIASJU 1155A OK OM0ACBN OK 2O AA 1736 N 24MAY SJUMIA 830P OK N7ACBN OK

FARE USD 188.00 TAX 32.20US TAX 5.00AY TAX 9.00XF TOTAL USD 234.20 FARE CALC MIA AA SJU 69.00AA MIA 119.00 USD188.00END AA XFMIA 4.5SJU4.5 ENDORSEMENTS/RESTRICTIONS- NONREF/CHG FEE APPLIES/NO VALUE AFTER FLT TIME/

IT-XXXXXX REMARKS-- ENTER VCR*CALL TO DISPLAY COUPON DETAILS ENTER VCR*FC TO DISPLAY FARE CALC WITH TAX SUMMARY

FORM OF PAYMENT FOP-XXXXXXXXXXXXX EXP-XXXX APPROVAL CODE-XXXXX DATE OF ISSUE-14MAY15 ISSUED AT-XXX XXX XX ARC/IATA NBR-XXXXXXX

In the example above the agency issued a new ticket 0017002196699 at the applicable fare for the new itinerary in the same/existing PNR, leaving the original ticket 0017002195582 with open/ok status, instead of processing an exchange/reissue with the applicable change fee. Having two tickets associated to the flight segment 24MAY SJUMIA for the passenger. There is a very good chance the ticket coupon 2 (SJUMIA) of the first ticket issued 0017002196699 in the PNR may be lifted by the airline system.

The same would apply if a refundable ticket was issued and changes made. The original refundable fare ticket should be refunded prior to issuing a new ticket or prior to the flight departure date would be preferable. Refundable tickets may be reissue/exchange for the new itinerary/fare.

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Non-Refundable E-Ticket to Refundable E-Ticket Exchanges

When applying a non-refundable fare ticket toward the purchase of a refundable fare, a notation should be added to the endorsement box of the new ticket to indicate it is non-refundable. The original non- refundable value remains non-refundable for all subsequent reissues. See the VCR example below.

VCR EXAMPLE FOR THE ENDORSEMENT BOX:

0017550771096 NAME-SMITH/EXAMPLE TTL NBR OF CPNS- 2 DATE OF ISSUE-06NOV15 PNR-*PURGED 13NOV15 CC-TPXXXXXXXXXXXXXXX CPN A/L FLT CLS DATE BRDOFF TIME ST F/B STAT 1 AA 1097 L 10NOV FLLDFW 330P OK L26D/10XAKS OK 2O AA 1386 L 12NOV DFWFLL 445P OK L26D/10XAKS OK

FARE USD 588.92 TAX 14.00XT TAX 44.17US TAX 7.00ZP TOTAL USD 654.09 FARE CALC FLL AA DFW 294.46AA FLL 294.46USD588.92END AA ZPFLL DFW XT 5.00AY9.00XFFLL4.5DFW4.5

FORM OF PAYMENT-A/C 407.09 FOP-TPXXXXXXXXXXXXXXX DATE OF ISSUE-06NOV15 ISSUED AT-MLB 62G B4 ARC/IATA NBR-11111111 EXCH-0017548396603/12 ORIG ISSUED AT-18SEP15 MLB FEF-EFCC TP ENDORSEMENTS/RESTRICTIONS- NON-REF

IT-XXXXXXXXXX REMARKS-

ENTER VCRH*TKTNBR*CALL TO DISPLAY CPN DETAILS ENTER VCRH*TKTNBR*FC TO DISPLAY FARE CALC WITH TAX SUMMARY

When a residual exists between the original non-refundable fare and the new ticket fare, the agency is permitted to deduct the ticket change amount from the residual and issue a MCO for the remainder.

NOTE: When the agency applies a non-refundable ticket to a refundable fare, the new ticket is then considered non-refundable. Any refunds requests (partial refund/schedule change or irregularity/etc.) should be processed by American. Refer to www.refunds.aa.com. Return to top

Non-Refundable Ticket Endorsement

Per the Tariff rule/restrictions ALL non-refundable tickets, the original ticket and the reissued/exchanged ticket must contain the automated endorsement verbiage associated to the fare rule.

 For the original issued ticket - NONREF/CXL BY FLT TIME OR NOVALUE/ o Bulk tickets VLDAA/PARTNER CXR//  For the reissued/exchanged ticket - NONREF/CHGFEEPLUSFAREDIF/ o Bulk tickets VLDAA/PARTNER CXR//  FOP Cash/Check – o If you choose to refund the customer directly and be reimbursed by American, RFD AGY ONLY must be appended to the automated endorsement fare rule verbiage in the endorsement box. . Ex: RFDAGCYONLY/NONREF/CXL BY FLT TIME OR NOVALUE/  RFDAGCYONL/VLDAA/PARTNER CXR// o When the endorsement field does not contain RFD AGCY ONLY, the refund is sent directly to the customer.

See examples below:

ORIGINAL ISSUED TKT: ENDORSEMENTS/RESTRICTIONS- NONREF/CXL BY FLT TIME OR NOVALUE

REISSUED/EXCHANGE TKT : ENDORSEMENTS/RESTRICTIONS- NONREF/CHGFEEPLUSFAREDIF

Bulk ticket (BT) Endorsement: ENDORSEMENTS/RESTRICTIONS- VLDAA/PARTNER CXR/RFD AGCY ONLY

Per the Tariff rule/restriction for non-refundable tickets “reissued/exchanged” to a refundable fare the following rule applies:

Whenever a non-refundable fare ticket is “reissued/exchanged” to a refundable fare the notation Non- Refundable must be carried forth to the endorsement box (see example below) of the new ticket and it will remain non-refundable for ANY subsequent reissues/exchanges. The following information must be indicated in the endorsement box:

ENDORSEMENTS/RESTRICTIONS- NONREF

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Refundable/Refundable with Cancellation Fee Ticket Endorsement – Bulk Tickets

Bulk tickets (BT) which are refundable or refundable with a cancellation fee using the FOP of cash/check should include RFD AGCY ONLY appended to any automated endorsement fare rule verbiage when the agency wants the refund check sent directly to the agency. When the endorsement field does not contain RFD AGCY ONLY, the refund is sent directly to the customer. Return to top

OA Private or Contracted Fares

OA (other airline) Private or Contracted fares may not be ticketed on American/001 tickets. American is not a participant in other carriers' private agreements. As well, OA Ticket Designators may not be used on AA/001 tickets. American does not honor other carriers’ discount codes. Return to top

Pre-Paid (PTA) Policy

Agency Prepaid Policy American Airlines verifies every telephone prepaid ticket advice (PTA) via agency call back. This action is necessary to minimize fraud and abuse of telephone PTAs by non-travel agents. All PTAs will be called in to American Airlines Reservations.

Before American Airlines takes the PTA information over the phone, they will require the name and phone number of the caller. The caller will be advised of an immediate call-back to verify the authenticity of the PTA.

For the protection of everyone involved, and due to the high incidence of fraud, only the agency official telephone numbers will be accepted. This includes the agency official business number, or the professional 24-hour reservation service used by the agency. These are the only call back numbers accepted for verification.

Other numbers will not be considered acceptable. If American Airlines is unable to verify after one attempt the PTA will not be processed. Any non-verifiable PTA will not be processed.

The following PTA service charge fees apply to the country where the PTA is purchased/sold:

Paid in the U.S/Puerto Rico/U.S.V.I. $100.00 USD Paid in Canada $112.00 CAD Paid in Caribbean/Mexico/Central America/South America* $40.00 USD *Exceptions are: Paid in Bermuda $100.00 USD Paid in Jamaica $25.00 USD Paid in Barbados $100.00 USD

Call American Airlines Reservations for PTA service charges purchased outside the Western Hemisphere and for PNRs with multiple customers.

PTA service charges are waived for compassion fares and all military fares. The PTA service charge is also waived when these military fares are combined with other refundable or non-refundable fares on a ticket.

Government Fares: The PTA service charge will not apply when payment is made by federal government Visa cards beginning with 4486 or 4716 or MasterCard(s) beginning with 5568 or GTR. Washington state government fares are also exempt from the PTA service charge. Return to top

Refunds

Electronic refund is required per local settlement plan rules. For more information, see your GDS.

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Surcharges

Terminal Surcharge Canadian Navigational Surcharge

General Information Surcharges are indicated as "Q" or "YQ" / "YR" on the ticket. Surcharges may not be applicable to all fares, and the amount may vary by market. The rules display will state which surcharges are applicable to the fare.

Surcharges are assessed on each fare component.

Surcharges do not apply to the following Customers: Customers who are traveling on free tickets, including free AAdvantage® tickets; domestic Customers whose ticket does not reflect a broken fare from the surcharge city and infant Customers without a seat.

Note: The 7.50% tax on surcharge does not normally apply for itineraries involving transportation over international waters.

Terminal Surcharge St. Thomas (STT) and St. Croix (STX)

$6.50 one way $13.00 round trip

Terminal surcharges are for Customers who are traveling between STT or STX and the contiguous United States, Alaska, Hawaii and San Juan (SJU).

A $10.00 USD surcharge applies for Customers who are traveling to STT or STX from the following areas and whose itinerary includes a broken fare in STT and STX to SJU: Anguilla, Antigua, Barbados, British Virgin Islands, Dominica, Dominican Republic, Grenada, Guadeloupe, Haiti, Martinique, Netherlands Antilles, Nevis, St. Lucia, St. Vincent, Trinidad Tobago, Caracas and Venezuela.

Canadian Navigational Surcharge

For travel between Canada and the United States, Puerto Rico, and the U.S. Virgin Islands, a $7.50 CAD navigational surcharge applies for travel.

For transpacific and western hemisphere travel between Canada and all international points, except Japan, Guatemala, Panama, El Salvador, Costa Rica, Peru, Venezuela, Colombia and Chile, a $15.00 CAD navigational surcharge applies for travel.

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Ticketing Violation Sample Agreement

Agreement with Travel Agency

I, ______, understand and agree to pay any costs incurred by ______that may be charged by the air carrier as a result of booking a ticket with a known tariff violation e.g. hidden city ticketing, back validation, back-to-back ticketing under the passenger name of ______.

My travel agent has explained to me that the booking and ticketing I have requested are considered by the air carrier to be a tariff violation and as such, the air carrier reserves the right to void or confiscate the ticket. In addition, the air carrier may issue a bill to the travel agency and demand payment for the price of the ticket which I agree to pay on the agency's behalf. The undersigned has carefully read this agreement, fully understands it and signs this as the free and voluntary act of the undersigned.

Witness ______hand/s/ and seal/s/ this ______day of ______, 200_ .

______Travel Agency

______Purchaser of ticket

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Travel Agency Booking Airpass Customers

Travel Agencies may book Airpass® reservations, but cannot ticket. American must issue the Airpass electronic ticket. The agency is required to update the Secure Flight Passenger Data (SFPD) to their booking reservation for the Airpass customer prior to sending their PNR(s) to queue XTM74/11 for eTDS to issue the Electronic Ticket. Ticketing will fail if SFPD has not been added to the PNR and passenger will not be able to check in for their flight or have ticket issued until SFPD has been added.

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Unrestricted Fares Ticketing Time Limit

Unrestricted fares ticketing time limit policy on booking codes, such as Y, J and F, will include the following terms:

 Ticketing unrestricted booking code is required between three hours and three days to departure (see chart below for details); unticketed PNRs may no longer be held until day of departure.  Travel agents will receive an SSR reminder, such as: o 3SSR ADTK XX KK## PLS VERIFY SPACE NEEDED WITH CLIENT OR CXL PNR OR o 3SSR ADTK XX KK## PLS ADVISE AA TKT NUMBER BY 2359/(date) o 3SSR ADTK XX KK## OR PNR WILL BE CXLED / FARE RULES STILL APPLY  Any unticketed reservations not cancelled before departure may be subject to a debit memo.

Benefits of implementing ticket time limits for unrestricted fares are:

 Increases inventory for last-minute customers.

If reservation is booked Then reservation must be ticketed within Four or more days prior to departure At least three days prior to departure Three days or less prior to departure Twenty-four hours Twenty-four hours or less prior to departure Three hours Return to top

Verifying American Electronic Ticket Usage

Unused American electronic tickets may be accessed for 13 months from the first date of intended usage. The information is accessible via your CRS with the ticket number and passenger name. Please see your CRS help or format section for more information.

If the response is UTL (unable to locate), then there are no unused flight coupons for the ticket number being queried. Only electronic tickets with unused coupons will be displayed back for further handling.

As a reminder, most airline tickets are nonrefundable. However, after applying the appropriate change fee, any remaining balance may be applied to the purchase of a new American electronic ticket. Please review the tariffs governing the original ticket fare applicability. Return to top

Voiding a Ticket

ARC /IAR

All ticket transactions loaded into IAR from the GDS may be voided through the first business day after the issuance of the sale. All voids made directly in the GDS must be completed by 11:59 p.m. local time, and voids in IAR must be done prior to 11:59 p.m. Eastern Standard Time.

Ticket Issued IAR System Last Day to Last Day to Entry Date Void in GDS Void in IAR Monday Tuesday Tuesday Tuesday Tuesday Wednesday Wednesday Wednesday Wednesday Thursday Thursday Thursday Thursday Friday Friday Friday Friday Saturday Saturday Saturday Saturday Sunday Sunday Sunday Sunday Monday Monday Monday

 Refer to your ARC Handbook for details or contact your GDS provider for proper voiding procedures.

To ensure the ticket is properly voided, it should be voided through both your IAR report and GDS. Failure to void in both IAR and the GDS may result in the passenger being charged. American recommends checking to make sure the ticket is voided and also voiding the PNR to prevent passenger travel. For more information, visit www.arccorp.com and contact your GDS.

BSP/Canada

GDS Void Procedures A Ticket is voided/cancelled on the same day it was issued by using the GDS Void entry reference below, the GDS message reported to the BSP Canada Processing Centre will only contain the voiding transaction. Please refer to your GDS vendor for the applicable detailed procedures regarding the same day voiding entry:

GDS FORMAT SABRE WV APOLLO RRVO WORLDSPAN DDV AMADEUS TWX

In order for the sale to be deleted from the transmission to BSP Canada, the GDS entries must be used. Failure to use the specific GDS voiding entries will result in a sale being sent to BSP Canada and in the case of a credit card sale, the credit card company of the cardholder. The only way to reverse the sale is to submit a refund, providing the ticket is refundable. If the ticket is non-refundable, the sale will stand.

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Vouchers - Transportation Vouchers

General Information All transportation vouchers issued by American Airlines or American Eagle® are valid for travel on American Airlines, American Eagle, and American Airlines codeshare flights (AA*).

These vouchers are also valid for travel on oneworld® itineraries (including oneworld affiliates that must be booked as a codeshare flight marketed by a oneworld carrier) where American Airlines or American Airlines codeshare flights (AA*) is the international carrier.

Note: For oneworld itineraries, international flights are defined as transatlantic, transpacific and flights to and from South America. Flights to and from Alaska, Canada, Mexico, Caribbean, or Central America are not included.

Travel agents may accept American Airlines vouchers (040/042/043) for full or partial payment for a ticket as an "exchange" document/ticket. If the voucher is less than the ticket the additional monies are collected. If the voucher exceeds the ticket cost an MCO will be issued for the difference as a residual indicating non-refundable and for American Airlines transportation only. Valid one year from date of issue. There is no change fee/ASC associated with using a voucher.

Exchanging a Voucher for a New Ticket The 13-digit voucher number is indicated in the EXCH box. A maximum of two (2) vouchers can be used per Customer. The automated endorsement verbiage will transmit to the new ticket. This endorsement verbiage should not be altered and does not need to include any other required wording associated with the Fare Basis Code (FBC).

 ARC/IAR: May use up to two (2) vouchers as form of payment; refer to ARC Agency Help Desk for assistance.  BSP: Only one (1) voucher can be used as form of payment. An example of an endorsement when using a voucher as the exchange document is:

ENDORSEMENTS/RESTRICTIONS – VALID ON ANY ONEWORLD CARRIER ONLY

Vouchers Are Non-Transferable Vouchers are non-transferable. However, the voucher owner may present and use the voucher toward the purchase of a ticket for anyone.

 Vouchers are not valid on BULK/OPAQUE fares.  Blackout dates on travel vouchers are not applicable.  No commission applies to the value of the voucher.  Transportation vouchers are tax exempt. Exception- vouchers with code OU are taxable.  Document assembly may be found in the ARC Handbook section 6.0.  No cash refunds.  Lost or stolen vouchers will not be replaced.  U.S. agencies may only accept vouchers issued in USD with the exception of CAD vouchers.  Vouchers in a currency other than USD or CAD must be submitted directly to American Airlines for ticket issuance.

Not Accepted for: Vouchers cannot be used for purchase any of the following:

 AA credit card payments  AAdvantage expedite or reinstatement charges  Admirals Club initiation charges, annual member dues, day passes or replacement Admirals Club cards  Airline fares other than AA/AA* codeshare  Alternate transport such as Air Cargo Waybills, Priority Parcel Service or Air Transport Program (ATP)  Baggage Charges for Excess/Overweight/ Oversize  Infant ticket, related taxes or charges  Inflight amenities such as food purchases  Gift cards, gift certificates or MCOs  Load Factor Based Upgrade (LFBU)  Payment of tangible non-transportation services such as inflight oxygen, lost ticket application (LTA), UMNR (Unaccompanied Minor) charges, Prepaid Ticket (PTA) charges, etc.  Purchase of miles via Mileage Multiplier  Purchases of tangible products such as pet kennels, gun cases, bike boxes, replacement Admirals Club cards, tourist cards, etc.  Same Day Flight Change  Seats - Preferred and Main Cabin Extra  Sport Items charges for items that are considered excess baggage  Taxes and fees when *only* taxes and/or fees are being additionally collected, i.e., AAdvantage Free ticket, Senior Coupon ticket, AGCY/PRMOXX Incentive Award ticket.  Tickets through an internet agency including Hotwire, Expedia, Orbitz, Priceline, and Travelocity or any opaque fares  Tourist Card Purchase  UMNR charges

Updated: October 31, 2016