Instant Upsell (IU) Information
General Overview
General Information for Travel Agencies PNRs/Orders
Name Correction
Schedule Change
Schedule Irregularity
Same Day Flight Change/Same Day Standby
Travel Notice
Instant Upsell (IU) gives ticketed customers the self-service capability to upgrade into a higher cabin for an additional charge.
The customer may receive an Instant Upsell offer via email or when viewing their reservation on aa.com or the mobile app. Depending on availability, the offer can be to upgrade either part or all of their itinerary.
To allow travel agencies to maintain control of the customer’s tickets, American does not reissue the ticket, the payment is collected and an Ancillary EMD is issued with the Instant upsell information.
General Information for Travel Agencies PNRs/Orders
· Valid for: U.S. point of sale, American Airlines and American Eagle operated flights, both domestic and international itineraries.
· Upgrade options: Customers may upgrade any or all flight segments based on available offers.
· EMD issuance: American will issue EMDs for Instant Upsell purchases, linked to the upgraded flight segments.
· Agency ticket control: SSRs will be added to the reservation to indicate the Instant Upsell and confirm the agency retains control of the ticket.
Example:
OTHS INSTANT UPSELL ANCILLARY EMD ISSUED 001XXXXXXXXXX
OTHS AGENCY RETAINS CONTROL OF TKT FOR REISSUES
· Booking: Instant Upsell purchases are booked in F, J, or W inventory based on the upgraded cabin.
· Fare Restrictions: Not valid on Military fares.
· Schedule Changes: In case of Schedule Change or Schedule Irregularity, our automated systems will reaccommodate the customer in the upgraded cabin, when available.
When a Schedule Change occurs, our automated system rebooks the customers in the upgraded cabin when available. However, travel agencies remain responsible for handling the ticket reissue on PNRs/Orders containing an Instant Upsell (IU).
For further details and specific waiver code, see Schedule Change – Instant Upsell Handling Procedures
When a Schedule Irregularity / IROPS occurs, our automated systems may rebook the customers in the upgraded cabin when available and reissue the affected coupons. Travel agencies may assist customers when they have not been re-accommodated or prefer alternate protection. The ticket exchange should be completed at the time of rebooking and at least 2 hours before the new departure time.
For further details and specific waiver code, see Schedule Irregularity / IROPS – Instant Upsell Handling Procedures
Customers who purchased Instant Upsell may take advantage of our Travel Notice policies. They can be rebooked on the upgraded inventory if available.
For general information about rebooking, refer to Travel Notice Exception Policy
For specific rebooking guidelines, refer to the individual Travel Notice listed on the Latest Communications page.
Customers who have purchased an Instant Upsell and require a name correction, may refer to our Name Correction document for handling procedures. Please note that a specific waiver code applies to Instant Upsell (IU) itineraries.
Voluntary changes to unused or partially used tickets require the itinerary to be rebooked and repriced. This results in the loss of any Instant Upsell (IU) seat. Fare difference is calculated based on the original ticketed fare towards the new applicable fare.
· Rebook the customer for the new fare according to the ticketed fare rules.
· The new itinerary will be priced at applicable fares for the preferred cabin of service.
· An Upsell offer is not guaranteed to be available for new flight(s).
· May only apply the ticketed fare value towards the price of the new ticket.
o The value of the Ancillary Upsell EMD cannot be applied towards the voluntary change or toward another Instant Upsell offer.
· You may advise the customer to submit a refund request for the IU EMD number(s) via Refund Request (aa.com)
o Voluntary changes or cancellations will receive a Trip Credit.
Same Day Flight Change / Same Day Standby
Flight segments upgraded through the Instant Upsell process do not qualify for Same Day Flight Change or Same Day Standby.
Even though Instant Upsell is non-refundable, customers that change flights voluntarily or involuntarily and lose the Upsell seat, may request a refund on aa.com Refunds page: Refund Request (aa.com)
· Customers should use the Instant Upsell EMD number when requesting the refund.
· Voluntary changes or cancels will receive a Trip Credit.
· Involuntary changes or cancels will receive a refund to the original form of payment.
· All the Upsell flights must be flown before submitting the refund request.
· Rules apply to all fare types, including Basic Economy.
Note: It may take up to 48 hours for the EMD to reflect in the Refunds system. If unable to submit online, advise the customer to try again after 48 hours.
Updated: January 2025