Resolution 830d

In 2018, IATA member airlines in different forums adopted important changes to industry standards around involuntary flight changes due to irregular operations (IROPs). Among these changes was an amendment to Resolutions 830d, affecting reservation procedures for IATA Accredited Agents. The biggest change, effective in June 2019, was related to how Travel Agents must collect customer contact information and ensure this is made available to airlines, for the purposes of airline contact during irregular operations.

However, agencies that sell on American Airlines must adhere to our Governing Travel Agency Addendum, GTAA, which supersedes the requirements as mentioned in the 830d Amendment.

 As described in Section 3(i) of the GTAA, travel agencies must include all contact information in the PNR that the customer has offered, including but not limited to the customer’s phone and email address. Providing this contact information in the PNR will provide American the flexibility to notify customers in response to irregular operations, as well as enable additional notifications to comply with American’s regulatory obligations and improve the customer experience.

American is committed to respecting its customers’ privacy. As stated in the GTAA, American will handle its customers’ personal information (including information provided to American through an accredited travel agent) in accordance with its privacy policy and applicable laws.