Customer Uncheck

Customer Uncheck gives travel agents the ability to remove CKIN and restore OK status to  customer’s ticket coupon. This allows the agency to reissue the ticket due to a voluntary itinerary change made by the customer.

Validation requirements

·         Ticket issued on 001 stock

·         Applies to AA prime flight segments only

·         The customer has not checked in bags for the selected flight segment

·         PNR flight segment(s) is in HK status

·         Departure time is within timeframe:

o   Domestic flight requested is outside a two-hour departure window

o   International flight requested is outside a three-hour departure window

·         Applies to Bulk and Corporate PNRs

Do not use Customer Uncheck if:

·         Passenger has checked bags

·         Flight is under airport control

·         Flight is within 2 hours of departure

·          PNRS containing 10 or more customers

Customer Uncheck should not be utilized for alternate reasons other than for what the request is intended, as this may cause issues for the customer when re-checking in. (i.e. changing a seat or adding a known traveler number)

SalesLink Self-Service

Before completing the Customer Uncheck service request through SalesLink, consider the following information:

·         When there are multiple customers in a PNR the selected coupon(s) to uncheck will apply to all.

o   Any customer not making a change to their itinerary will need to be split from the PNR/Order.

·         Cancelling the existing flight segments in the itinerary will automatically remove the CKIN status from the ticket.

Steps to process Customer Uncheck in SalesLink:

·         Update the itinerary with new flight

·         Login SalesLink

·         On Request type select: Service

·         On the Service Type drop-down menu, select Customer Uncheck

·         Enter AA PNR/Order

·         The coupons in CKIN status are automatically selected, segment selection in the VCR Coupon details is not required.

·         Verify the passenger and segment details are correct

·         Click Submit to complete your transaction

·         A message confirming the waiver has been processed will display

Customer Notification

SalesLink has an option to send an email to the customer to advise that a change to the reservation has been made, the original boarding pass is no longer valid and they must re-check in.

If a passenger’s email address is not entered, a notification will not be sent.

If the request is successful, your PNR/Order is documented with the applicable information. The PNR/Order documentation is either in the remarks area or the OSI/SSR of your PNR based on your GDS.

Updated: December 2024