Duplicate Ticket Refund Procedures
Request waiver via American Support
If an agency has issued duplicate tickets for a customer, a refund request may be submitted for the duplicate non-refundable ticket to the original form of payment.
Duplicate tickets are identified as, two or more tickets issued under the same customer’s name, with the same identical itinerary (dates, flights).
There is no processing fee for refunding duplicate tickets.
Qualifications
· Two identical tickets issued for the same customer
· AA ticket stock 001
· Basic Economy fares are eligible
· Different fare types allowed (i.e., Bulk Fare/ Published)
Rules
· Customer First and Last Name is the same
o For non-identical names, contact Agency Support desk for assistance with a refund waiver authorization
o Gender and date of birth must remain the same
· All the following information must be identical:
o Flight Number
o Dates
o Origin/Destination/Routing
· Ticket to be refunded guidelines (The ticket selected for refund):
o All ticket coupons must be in OK/OPEN status
o If any of the flight coupons reflects USED on the ticket intended for refund, please contact our Agency Support desk via email
o Must be valid within ticket validity
o May not be an AA Reissued / INVOL ticket
o If tickets have different values, the ticket with the lowest value must be refunded
o When one duplicate ticket is issued by American Airlines, the duplicate ticket refund is allowed on the agency issued ticket. The AA issued ticket will be retained for travel.
o If the ticket has been reissued for a voluntary change, the Duplicate Ticket waiver does not apply
Refund requests for travel agency issued identical duplicate tickets must be requested via SalesLink waiver – Refund Duplicate Tickets or American Support.
Both ticket numbers are required at the time of the duplicate ticket refund request. When one of the duplicate tickets was issued by American, the AA issued ticket will be retained for travel.
Steps to process Refund Duplicate ticket in SalesLink:
· Login into SalesLink
· Under Request type, select Refund
o Select Refund Duplicate Ticket from the Refund type drop-down
· Enter the ticket number to be refunded
· Enter the ticket number to be retained
· Enter the email address that will receive the refund authorization notification
· Click Next to continue
· Verify the “Refund – Flight Segment Details” and “Retained – Flight Segment Details”
· Click on Submit
· If the refund is successful, a refund request authorization with instructions to submit will be sent via email.
Display ticket to be refunded to verify the waiver authorization in the VCR remarks.
Tickets must be submitted for refund via the GDS, ARC IAR, or BSP within one business day of the documented waiver.
Failure to submit the refund for processing within one business day will invalidate the waiver. A secondary authorization must be processed in SalesLink to allow an additional 24 hours to process the refund.
Note: Duplicate ticket refunds not submitted via GDS, ARC IAR, BSP or submitted without the SalesLink waiver are subject to a debit memo.
Request waiver via American Support
Send the request to refund duplicate ticket via email to American.Support@aa.com or your Agency Support desk based on country location.
Make sure you have the following information to process the request:
· Travel Agency Name
· Travel Agency ARC/IATA
· Customer Name
· Ticket Number to refund
· Ticket Number to be retained
· Email address to receive the authorization
Updated: November 2024