Passenger Contact Information

Emergency Contact

The U.S. Department of Transportation (DOT) requires all U.S. carriers to request the name and telephone number of an emergency contact person for all passengers traveling internationally.

·         The emergency contact (full name and telephone number) must be solicited and included using the Special Services Request (SSR) code PCTC.

·         The contact can be an individual or entity and does not need to be of any relationship to the customer.

·         The contact may not be a person travelling on the covered flight.

·         Be sure to include the area code and country code (if outside the U.S.).

·         Customers may refuse to provide this information. In this case you must indicate that Customer refused.

·         For questions on SSR formats, please contact your GDS help desk or Technology Provider.

Providing this information in advance of airport check-in helps us offer better service. Customers without passport and PCTC data in their PNR/Order will have to be asked these questions at check-in, increasing the transaction time.

This data remains confidential and is used only for family notifications in the event of an aviation incident.

Customer Cell Phone Number

We request your assistance by including the customer’s home, business and, especially, cell/mobile phone numbers in the PNR/Order. This information will help us contact them if needed.

·         At the airport:

Please ask customers to provide their cell phone number, if available, for all reservations and include it in the PNR/Order. Airports use this number to locate passengers who've checked bags but haven't boarded. AA is required to match all checked luggage to customers travelling.

·         Day of departure Customer notification:
When it is necessary to change the customer's flight plans within 24 hours due to weather, flight conditions, mechanical difficulties, or other operational challenges, it is important that we are able to contact them prior to their departure.

·         Destination Contact:

A destination contact is also preferred if available.  AA will only use those numbers to contact customers for last-minute changes to their flight times. Normal schedule changes will still be queued to the agency for customer notification.

Updated: December 2024