Irregular Operations (IROPS) 

Endorsement Waiver Code Requirement: INVOL

Guidelines for 001 Validated Tickets 

A Schedule Irregularity is an unplanned disruption, delay, or cancellation which usually occurs on the day of departure but can occur up to three days (72 hours) before departure. This includes, but is not limited to, mechanical delays, ATC (Air Traffic Control), crew legality, and weather. Generally, the carrier causing the disruption will protect the customer and exchange the ticket.  

Whenever possible, for AA/001 Ticket Stock, Travel Agencies should follow the Irregular Operations (IROPS) guidelines below and reissue the customer’s ticket at the time of rebooking up to 2hrs prior to the departure time when the customer has not been reaccommodated, or if the customer prefers alternate protection. 

Note: AA disruptions on OA Ticket Stock must be handled by AA Reservations, airport personnel, or the validating carrier. Agencies are unable to assist in these circumstances. 

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Reaccommodation – Automated tools 

American has automated re-accommodation systems that will assist customers when irregular operations occur. 

Dynamic Rebooking is offered to eligible customers to help seek alternative flight options during irregular operations (IROPS). Customers will be able to rebook their PNRs, update ticket information and check-in for their new, reaccommodated flights. 

Our Automated Reaccommodation tool proactively rebooks customers impacted by flight cancellations and delays, and exchanges tickets. 

It is important to note that even after American has exchanged the ticket, the agency still has the ability to utilize the Saleslink – INVOL service request to protect their client on an alternate flight.  

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SalesLink Self-Service 

Saleslink INVOL Reissue Service Request allows Travel Agencies to bypass contacting American while verifying our Irregular Operations (IROPS) guidelines. This request only applies when American has already reissued the ticket and the customer prefers an alternate flight(s).  

·         Update the itinerary based on IROPS guidelines 

·         Visit www.saleslink.aa.com 

·         Click on Services 

·         Select Service Request 

·         Select Service Type: INVOL Reissue 

Note: SalesLink automation exclusively applies to flights rebooked on AA.  

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Rebooking Guidelines 

When the customer is ticketed on AA/001 Ticket Stock and an irregular operation occurs, Travel Agencies should follow priority guidelines below to rebook an alternate flight. This includes rebooking when protection is not acceptable to the customer. 

·         Monitor the record for automated protection 

·         Select an alternate AA Prime flight in the same or lowest available inventory, same or lower cabin, within 7 calendar days

• Basic Economy fare must be rebooked in B class

·         Rebook an alternate airport up to a 300-mile radius within the same country (AA or JB prime flights only) in the same cabin, same or lowest available inventory. 

o   Rebook JB Prime flight (JB includes AY, BA, EI, IB, JL, QF) + Qatar Airways (QR) and Alaska Airlines (AS) when the arrival time is before the next AA flight, Rebook in the lowest available inventory in the same cabin within 72 hours of the impacted flight (except AS)

o   Alaska (AS) flights: rebook within 48 hours of the impacted flight and at least 6 hours before the new flight’s departure time, but no later than 6 hours of new flight departure time 

Additional options for Aadvantage members and oneworld Frequent Flyer customers

·         AAdvantage members have an additional option to rebook an alternate oneworld Prime flight as follows: 

Non-AAdvantage members can instantly enroll online on aa.com or via the mobile app and add their number to the reservation/ Once the AAdvantage number is reflected on the reservation, you can then consider the protection option for Regular AAdvantage members.

IMPORTANT: 

·         Rebooking within two (2) hours of departure is prohibited 

·         Basic Economy ticketed fares are included in the rebooking guidelines and must be protected in "B" inventory  

·         For customers ticketed in a premium cabin, if the upper ticketed cabin is not available, rebook in the lower cabin 

·         When another carrier operates the affected flight on a 001 ticket, monitor the record for OA protection or contact the other airline.   

Please Note: 

·         Rebooking on AA*/codeshare is prohibited for IROPS/INVOL protection 

·         For OA Prime flights, you must: 

o   Ensure you receive the OA Record Locator prior to reissue 

o   Re-add the Secure Flight Passenger Data (DOCS/SFPD) as well as any Special Service Requests (SSR) 

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Maintaining Length of Stay 

When the customer's AA or JB operated flight is affected by a schedule irregularity that causes their replacement flight to be booked a day earlier or a day later than their original flight, the customer may change their continuing or return travel dates to maintain the original length of stay prior to the re-accommodation for AA/AA* flights per the following guidelines: 

·         When the customer has been reaccommodated by AA automation, the agency can still adjust the return up to 24 hours prior to departure time of the new flight, maintaining the original ticketed inventory, same origin, same destination, and operating carrier.

·         When the agency is providing re-accommodation for the customer, the adjustment to the return must be made at the same time the schedule irregularity re-accommodation is processed. 

Note: Waiver code INVOL must be added to the endorsement line to prevent a Debit Memo from being issued 

Endorsement Box Requirement 

New ticket Endorsement Box must include the Waiver Code: INVOL 

INVOL is the only annotated verbiage required on the new ticket and supersedes the required verbiage for the ticketed fare. 

·         If you choose to include the original fare ticket endorsement verbiage, INVOL should appear at the start of the endorsement/restrictions text on the new ticket.   For example: 

ENDORSEMENTS/RESTRICTIONS-               

INVOL/ NONREF/FAREDIF/CXL BY FLT TIME OR NO VALUE 

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Other Airline Ticket Stock 

When the customer is ticketed on another airline ticket stock, Travel Agencies should follow the guidelines below: 

·         Monitor the record for OA protection when the affected flight was operated by another carrier or contact the other airline

·         Monitor your record for AA protection when the affected flight was an American Airlines operated flight – or –

·         Monitor the record for OA protection when the affected flight was operated by another carrier 

·         Contact AA Reservations for protection and reissue assistance: 

o   AA Reservations 1-800-433-7300 (U.S. and Canada)

o   Outside the U.S. and Canada, reference Worldwide Reservations Numbers 

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Alternate Airports 

When customers are ticketed to/from a Multi Airport City (MAC) airport or an airport with a Co Terminal, Travel Agencies may rebook on AA Prime to/from the alternate Airport as indicated below: 

 
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Changes After Reissue 

Once the agency has accepted and reissued the ticket for the schedule irregularity, the agency may exchange again by annotating INVOL in the Endorsement Box under the following conditions: 

·         The original exchange is unacceptable to the customer 

·         If a customer was protected beyond their original travel time or date and an earlier flight becomes available 

·         If a customer was protected on a lower cabin and a space on their original cabin becomes available 

·         A subsequent schedule irregularity occurs 

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Instant Upsell Handling Procedures 

Travel Agents may use the procedures shown below for customers who purchased an Instant Upsell (IU) for their ticketed flights directly from American on aa.com or via the AA Mobile App. The Instant Upsell is issued as an EMD with a separate document number; therefore, it does not affect the ticket issued by the agency. These upgrades are booked in either F, J, or W inventories and can be identified by the following SSR in the PNR: 

OTHS AGENCY RETAINS CONTROL OF TKT FOR REISSUES 

OTHS INSTANT UPSELL ANCILLARY EMD ISSUED 001XXXXXXXXXX

When a Schedule Irregularity / IROPS occurs, automation may rebook the customers in the upgraded cabin when available and reissue the affected coupons. 

Rebooking Procedures 
  

·         Rebook the customer for the same origin/destination in the Instant Upsell inventory already purchased 

o   If the same inventory is not available, you may downgrade to lower cabin in the lowest available inventory 

·         May rebook using Multiple Airport Cities or Co-terminals 

·         Waitlisting for Instant Upsell cabin is not allowed

·         If AA has already reissued the affected coupons and you are a SalesLink user, follow SalesLink INVOL Reissue procedures for AA to reissue the ticket for the newly booked flight. 

Note: If the upgraded cabin is unavailable, advise the customer to submit a refund request for the IU EMD number(s) via AA Refunds website after travel is completed. The refund will be processed to the original form of payment. 

Endorsement Box Requirement for Instant Upsell

·        When rebooking the customer due to Schedule Irregularity (IROPS) guidelines, the Agency is responsible for exchanging the ticket

·        Special IU Waiver Code Required

o   INVOL/IU must appear in the Endorsement Box of the new ticket or to avoid a Debit Memo

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Brazil ANAC Guidelines 

ANAC procedures do not apply for Irregular Operations (IROPS).  Please follow normal Irregular Operations (IROPS) guidelines 

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Separate Tickets 

oneworld re-accommodation 
 
When a customer is holding separate ticket(s) on AA to/from a oneworld carrier in the same or separate PNR, they should be treated as through ticketed customers.  

In the event of a disruption on the originating ticket, the carrier responsible for the disruption is required to reroute the customer to their final destination.  

Travel Agents will need to contact AA Reservations for protection and reissue assistance.
 

AA Reservations 1-800-433-7300 (U.S. and Canada) 

Outside the U.S. and Canada, reference Worldwide Reservations Numbers 

Other Airline (non-oneworld) 

When a customer is traveling on a separate ticket, to/from a non-oneworld airline, in the same or separate PNR’s, IROPS procedures and AA Conditions of Carriage do not apply to the separate ticket purchased by the customer as part of their journey.  

·         AA has no responsibility for onward travel on a separate ticket in the same or a separate PNR/Order 

·         Affected customers will need to work directly with the other airline for assistance 

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Refunds 

Once the agency has accepted and reissued the ticket for the Schedule Irregularity with INVOL in the endorsement box on the new ticket, and the customer decides not to travel: 

·         Refund is permitted as long as the original schedule irregularity qualifies under any of the guidelines bellow and the customer was Holding Confirmed (HK) at the time of the change and/or cancellation. 

Flight is cancelled

If a customer's American or AA*/codeshare flight validated on 001 has been canceled due to a schedule irregularity and no other alternate flights are acceptable, Travel Agency may refund a nonrefundable ticket(s) through normal ARC/BSP processing per the guideline below: 

All Ticket Types

·         Refund to Original Form of Payment 

o   Customer must have been Holding Confirmed (HK) at the time of the cancellation 

o   Refund to Original Form of Payment (FOP) using Waiver Code: SCRFND 

o   Refer to Travel Agency Refund Processing for more information 

Note: If the revenue/published/Basic Economy or Bulk/Opaque ticket has been EXCH by AA as an INVOL the refund request must be submitted on American's refund website.

Flight is delayed 

If a customer's American or AA*/codeshare flight validated on 001 has been delayed due to a schedule irregularity, Travel Agencies may refund through normal ARC/BSP processing as indicated below: 

For a non-refundable or refundable (with a cancellation fee) ticketed fare: 

·         May refund to the original form of payment as long as your customer was Holding Confirmed (HK) at the time of the delay and one of the following happened:

o   The delay was 90 minutes or more

o   The delay caused a change from non-stop to a connecting flight 

·         No time restraint applies 

o   The delay caused or would have caused a misconnect

·         Refund to Original Form of Payment (FOP) using Waiver Code: SCRFND 

·         Refer to Travel Agency Refund Processing for more information 

Note: If the revenue/published/Basic Economy or Bulk/Opaque ticket has been EXCH by AA as an INVOL the refund request must be submitted on American's refund website.

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Travel Agency Refund Processing Instructions 

Once the Travel Agency has accepted and reissued the ticket for the Schedule Irregularity with INVOL in the endorsement box on the new ticket, and the customer decides not to travel, refund is permitted as long as the original schedule irregularity qualifies under any of the guidelines above and the customer was Holding Confirmed (HK) at the time of the change and/or cancellation 

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Updated: October 2024