Issued: June 28, 2021

American Airlines is dedicated to caring for people on life’s journey. As travel demand increases, we want to remind customers of the tools that are available 24/7 at your fingertips to help provide seamless customer service to our mutual customers.

For your convenience, the following tools are available to self-serve your clients: 

Agency Reference

Visit our website to stay up-do-date on the latest agency news and policy information.  Register your email to receive updates when new items are added.

•  Schedule Change:
  • Tickets that were issued on or after April 8, 2020 will qualify for refund if the total directional travel time was affected by greater than 4 hours
  • Tickets that were originally issued prior to this date have a 60-minute qualification
  • The waiver code for schedule change refunds through your GDS is SCRFND
  • If you have any questions about how to identify schedule change impacted PNR’s, please contact your GDS Help Desk as they each have their own individual process

• Schedule Irregularity:
  • Schedule Irregularity/IROPS that occur within 24 hours of departure are handled by American Airlines automation
  • Corporate travelers with an American Airlines Corporate Travel Agreement are prioritized during re-accommodation processes; ticket must contain a valid CART or JBID(IN #) in the SSR CLID field

• COVID-19 Global Flexibility Waiver:
  • Many tickets fall within our Global Flexibility Waiver which was introduced in March of 2020.  It is important to note that the ticket will qualify for this exception if the original ticket meets the criteria in place.
  • American Airlines offers several testing options for our US arriving customers

SalesLink

SalesLink Services is American’s self-service tool for agencies to perform services or waivers.

Any accredited agency can register to access these benefits, including:

• Schedule Change

SalesLink will verify if a new itinerary meets the schedule change policy. Additionally, for qualifying itineraries, American will automatically revalidate the ticket and update the record with an SSR notification within three days of the schedule change.

• INVOL Reissue

When American has exchanged any or all coupons for INVOL purposes, this SalesLink function allows you to process the reissue for further change

• Name Correction

American allows agencies to perform name corrections in their GDS or via SalesLink, click here for guidelines

• Travel Notice

SalesLink will validate if an itinerary meets the specific Travel Notice eligibility and document the itinerary with a waiver code

• Customer Uncheck

You can uncheck your client when the VCR is reflecting CKIN status and you want to make an itinerary change

Sales Support Contact Center

Further assistance is available through our 24/7 Sales Support Customer Service Team. 

• Our main support line for 24/7 agency services is 800-621-8489
• Be prepared to enter your 7-digit IATA number or your client’s 6-digit corporate CART number. If entered incorrectly, you will be prompted to enter the correct number. IATA or CART numbers that are unrecognized will not be prioritized correctly.

You can find other ways to contact us here.

We encourage you to utilize SalesLink and Agency Reference

These self-service tools help reduce call volume, decrease wait times, and improve the overall customer experience.

Sales Support is equipped to assist with travel agent needs and ensure a seamless customer experience. Please do not call or direct your customers to Reservations; our agents are trained to direct customers back to their travel agency.

We appreciate your support and value your continued business!