Schedule Change

Endorsement Code Requirements SKCHG

Schedule Change Processing Guidelines

A Schedule Change is a planned change that occurs more than 72 hours prior to the flight’s scheduled departure, such as:

·       Change of flight times

·       Change of equipment or carrier

·       Flight cancellation due to a reduction in frequency

When this occurs to a ticketed customer's itinerary, American Airlines will try to offer alternate protection whenever possible, maintaining the original ticketed origin and destination, including original length of stay.

Additionally, American’s automated re-accommodation will queue all received schedule changes to the booking source for notification. The booking source is responsible for accepting the schedule change on their customers’ behalf, notifying them of the change, and reissuing or revalidating the ticket as applicable. If an alternate, preferred itinerary is booked (following our Schedule Change policy guidelines), the Reissue/Revalidation must be done at time of rebooking.

Other Airline Schedule Change on AA 001 stock

It is important to note that due to nuances in Schedule Change processing between airlines and different GDS systems and technology providers, the AA PNR/Order may not always reflect the most recent other airline schedule change information. For these scenarios, please continue to follow the guidelines indicated within this policy based on the schedule change that was received in your agency’s PNR/Order. Although the other airline schedule changes may not appear in the AA PNR/Order, these flights are still reported to AA for auditing purposes.

35 days or less prior to the scheduled departure

Following a schedule change, if the ticket has not been updated by the agency by 35 days before departure, automation will send an SSR ADTK message. Should the schedule change occur within 35 days before departure, the SSR ADT will be added immediately.

SSR ADTK YY TKT REISSUE REQUIRED DUE TO SKCHG BY DDMMM

The DDMMM date is calculated for you –
The ticket should be reissued no later than the DDMMM date that is indicated in the SSR ADTK

·       If the Schedule Change occurs 60 days prior to departure

o   SSR ADTK message will be added to the PNR 35 days prior to departure

·       If the Schedule Change occurs within 35 days prior to departure

o   SSR ADTK message is added to PNR immediately

If by 3 days prior to departure, the agency has still not processed the schedule change, (reissued or revalidated the ticket), a debit memo will apply for non-compliance.

A non-compliance SSR OTHS will be added to the PNR as shown below:

SSR OTHS YY SKD CHG REISSUE NON- COMPLIANCE 001XXXXXXXXXX  

A reissue is not required for tickets containing AA Prime space only, but ticket must be revalidated.

If the ticket contains AA*/Codeshare or OA Prime flights, the ticket must be reissued.

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SalesLink Self-Service

SalesLink checks your PNR/Order for the itinerary affected by the schedule change, to ensure the newly booked flights meet American’s schedule change guidelines. SalesLink will add remarks to the PNR/Order to advise the new itinerary conforms to AA schedule change rebooking policy. As an industry standard, the travel agent will continue to annotate SKCHG in the endorsement box when reissuing the ticket.

SalesLink can also revalidate the ticket for qualifying itineraries (Revalidate American Prime Flights).

Schedule Change service requests guidelines:

·        The cut-off time for domestic only itineraries is 2 hours before departure 

·        The cut-off time for international itineraries is 3 hours before departure

·        Bookings that reflect a C/ in the Name Field will need to be reviewed by the Group and Meeting Travel (GMT) desk.

Steps to process Schedule Change:

·       Update the itinerary with the new flight/s

·       Login in SalesLink

·       Under Request Type, select Service

·       Enter PNR

·       Under Service Type, select Schedule Change

·       Select one of the three options available under Reason code

1.    Revalidate AA Flights:

·       To qualify for revalidation, the segments must be AA Prime, same inventory, same routing (including connection point)

·       SalesLink will revalidate the ticket and add remarks to the PNR/Order

·       When the AA Prime flights do not qualify for revalidation, a reissue is required

2.  Reissue AA Flights:

·       Reissue applies when the AA Prime flights do not qualify for a revalidation (i.e. change in connection city)

·       SalesLink will verify that the new flights meet the Schedule Change guidelines and document the PNR/ Order

3.  Reissue 300-Mile:

·       SalesLink will verify that the new flights meet the Schedule Change guidelines and will document the PNR/Order

·       When a change to origin or destination is allowed, Reissue 300-Mile will verify that the new flights meet the Schedule Change guidelines and will document the PNR/Order 

·       Verify the PNR/ORder and VCR sections to select segments

·       Submit request

·       Ignore and retrieve the PNR to see the authorization in the remarks or, if you processed the Revalidate AA Flights request, display the VCR to confirm that the ticket has been revalidated correctly.

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Schedule Change is 60 minutes or less

General Guidelines

·       For Basic Economy – refer to Basic Economy section

·       If ticketed as a nonstop itinerary, may rebook nonstop or connecting

·       If ticketed as a connection, may rebook nonstop or connecting, when original ticketed inventory is available

·       If the ticketed cabin is not available, you may downgrade to lower cabin in any inventory

o   Rebooking the original higher cabin is allowed when/if the original ticketed cabin becomes available, following booking class requirement for the original schedule change

·       May offer another flight on the same travel day as the affected flight*

·       At no time is it acceptable to book on a non-JB, non-oneworld carrier*

·       OA*/OA Codeshare segments are not allowed for rebooking

o   For example:

BA*7053 LHR MAD  915A 1245P OPERATED BY IBERIA                                      

*Any exceptions to the above guidelines will be listed below

If the overall schedule change was 60 minutes or less, please follow the suggested rebooking options as described below: 

Affected flight is AA Prime

·       Offer another AA Prime flight, maintaining same inventory, same travel day, and same origin/destination as originally ticketed

·       Offer alternate AA*/JB flight, maintaining same or equivalent RBD inventory, same travel day, and same origin/destination as originally ticketed

·       If unable to book for the same day due to the scheduled flight times are not available, may book the first available flight the day before or day after, maintaining the same inventory

Affected flight is AA*(Codeshare)

AA*/JB - Affected flight is operated by a Joint Business Carrier (AY / BA / IB / JL / QF)

·       May offer another flight on AA Prime or AA*/JB, maintaining same or equivalent RBD inventory, same travel day, and same origination/destination as originally ticketed

·       May rebook the ticketed AA*/JB flight on the operating JB prime flight when the codeshare equivalent is no longer offered, maintaining the same ticketed inventory and same origin/destination as originally ticketed

·       If unable to book for the same day due to the scheduled flight times not being available, may book the day before or day after, maintaining the same inventory and same origin/destination as originally ticketed

AA*/Other - Affected flight is operated by an AA codeshare carrier

(may include 3M / 6E / 9K / AS / AT / CX / CZ / EI / FJ / G3 / GK / HA / JA / JQ / LY / QR / RJ / TN)

·       Offer another AA*codeshare flight on the same ticketed operating carrier, maintaining same inventory, same travel day, and same origin/destination as originally ticketed

·       When the codeshare is no longer offered, you may rebook the equivalent prime flight of the same ticketed operating carrier, maintaining the equivalent RBD inventory for the ticketed fare and same travel day. Offer alternate AA Prime or AA*/JB flight, maintaining same inventory or equivalent RBD, for the same travel day, and same origin/destination as originally ticketed

Affected flight is OA Prime

JB - Affected prime flight is a Joint Business Carrier (AY/BA/IB/JL/QF)

·       Offer another flight on the same ticketed JB prime carrier, maintaining same inventory, same travel day, and same origin/destination as originally ticketed

·       Offer alternate flights on AA Prime or JB Prime flight, maintaining equivalent RBD inventory for the ticketed fare, same travel day, and same origin/destination as originally ticketed

·       If unable to book for the same day due to the scheduled flight times not being available, may book the day before or day after, maintaining the same inventory

Oneworld Prime (non-JB) - Affected prime flight is a oneworld carrier (AS, AT, CX, MH, QR, RJ, S7, UL)

·       Offer another flight on the same ticketed oneworld prime carrier, maintaining same inventory, same travel day, and same origin/destination as originally ticketed

·       Offer alternate flights on AA Prime, AA*/JB, JB Prime, or any prime oneworld carrier flight that is allowed within the fare rule, maintaining equivalent RBD inventory for the ticketed fare, same travel day, and same origin/destination as originally ticketed

Non-oneworld Prime - Affected prime flight involves any other airline with whom AA has an Electronic Ticket Agreement

·       Offer another flight on the same ticketed OA Prime carrier, maintaining same inventory, same travel day, and same origin/destination as originally ticketed

·       If schedule change results in an invalid connection, may rebook the AA segments to have a valid connection with the Other Airline flight segment

 Non-AA ticket stock

Always verify the schedule change guidelines with the validating carrier

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Schedule Change is 61 minutes or more

For Basic Economy – refer to Basic Economy section

These guidelines apply when the schedule change is greater than 61 minutes and when the schedule change causes:

·       An invalid connection

·       A nonstop flight changed to a through flight or connecting flight

·       A through flight changed to a connecting flight

·       A change in operating carrier

·       A change in departure or arrival city

o   This does not include change to connection city

·       A codeshare flight is no longer confirmed and alternate codeshare is no longer offered

General Guidelines

·       May offer co-terminals for AA Prime flights only, if the flight times are closer to the original schedule

o   If the customer has chosen an alternate co-terminal airport, they may use that airport for their continuing or return journey. This change must be made at the time of original ticket reissue

·       May add/remove a connecting point within valid fare routing for the destination on the original ticket, including rebooking from connecting flights to nonstop

·       May offer another flight on the same day or within 1 day before or after the customer’s affected original departure time*

·       If the ticketed cabin is not available, you may downgrade to lower cabin in any inventory

o   Rebooking to the original higher cabin is allowed when/if the original ticketed cabin becomes available, following booking class requirement for the original schedule change

·       AA destinations with less than daily service may book the first available flight for that market before/after the original scheduled flight

·       May change the return and/or continuing travel dates on AA or AA*/oneworld^® to match original length of stay, maintaining the same ticketed inventory

·       OA*/OA codeshare segments are not allowed

o   For example: BA*7053 LHR MAD  915A 1245P OPERATED BY IBERIA   

·       At no time is it acceptable to book on a non-JB, non-oneworld carrier*

* Any exceptions to the above guidelines will be listed below:

If the overall schedule change was 61 minutes or more, follow the suggested rebooking options described below: 

Affected flight is AA Prime

·       Offer any available AA Prime flight, including American Eagle and affiliates, in the lowest available inventory, up to H for main cabin

·       For Premium Cabins, (First, Business, Premium Economy), if the same inventory is not available, may book the lowest available inventory in the same cabin as ticketed

·       May book up to 7 days before or after the originally scheduled flight (first available)

·       May offer co-terminals for AA Prime flights only, if the flight times are closer to the original schedule

·       When no other AA Prime, offer an alternate flight on AA*/JB or JB Prime, which must be within 1 day before/after the original departure date, maintaining same origin/destination as ticketed, in lowest available inventory, up to and including H for main cabin

·       When no other AA Prime, AA*/JB, or JB Prime flights are offered, offer AA*/oneworld, or oneworld Prime flights, which must be booked within 1 day before/after the original departure date, maintaining same origin/destination as ticketed, same ticketed inventory

Affected flight is AA*(Codeshare)

AA*/JB - Affected flight is operated by a Joint Business Carrier (AY / BA / IB / JL / QF)

·       Offer any available AA*/JB flight, including their affiliates, in the same ticketed inventory

o   If the ticketed inventory is not available, book lowest inventory up to and including H inventory for the main cabin

o   For Premium Cabins, (First, Business, Premium Economy), if the same inventory is not available, may book the lowest available inventory in the same cabin as ticketed

·       Offer any available JB Prime flight, in the same ticketed inventory

o   If the ticketed inventory is not available, book lowest inventory up to and including H inventory for the main cabin

o   For Premium Cabins, (First, Business, Premium Economy), if the same inventory is not available, may book the lowest available inventory in the same cabin as ticketed

·       May book AA*/oneworld flight or oneworld prime, maintaining same origin/destination, same ticketed inventory or equivalent RBD inventory for ticketed fare when booking oneworld prime

o   Must confirm that you have received a record locator or OSI acknowledgement from the AA*/oneworld or oneworld prime carrier. If not, contact the Other Airline directly to inquire

·       May book up to 7 days before or after the originally scheduled flight

AA*/Other - Affected flight is operated by an AA codeshare carrier

May include 3M / 6E / 9K / AS / AT / CX / CZ / EI / FJ / G3 / GK / HA / JA / JQ / LY / QR / RJ / TN

·       Offer another AA* codeshare flight on the same ticketed operating carrier, maintaining the same inventory and same origin/destination

·       When the codeshare is no longer offered, you may rebook on the prime flight of the same ticketed operating carrier, maintaining the equivalent RBD inventory for the ticketed fare, same travel day, and same origin/destination as originally ticketed

o   Must confirm that you have received a record locator or OSI acknowledgement from the AA*/non-JB carrier. If not, contact the Other Airline directly to inquire

·       May book AA Prime or AA*/JB or JB Prime flight, maintaining same origin/destination, in the lowest available inventory

o   If the ticketed inventory is not available, book lowest inventory up to and including H inventory up to H for main cabin or equivalent RBD inventory for the ticketed fare when booking JB Prime

o   For Premium Cabins, (First, Business, Premium Economy), if the same inventory is not available, may book the lowest available inventory in the same cabin as ticketed

·       May book AA*/oneworld flight or oneworld prime, maintaining same origin/destination, same ticketed inventory or equivalent RBD inventory for ticketed fare when booking oneworld prime

o   Must confirm that you have received a record locator or OSI acknowledgement from the AA*/oneworld or oneworld prime carrier. If not, contact the Other Airline directly to inquire

OA Prime

 Affected flight is a prime Joint Business Carrier (AY/BA/ IB/JL/QF)

·       Offer any available AA Prime, AA*/JB, or JB Prime flight in the same or lowest available inventory,

o   If the ticketed inventory is not available, book lowest inventory up to and including H inventory for the main cabin

o   For Premium Cabins, (First, Business, Premium Economy), if the same inventory is not available, may book the lowest available inventory in the same cabin as ticketed

·       May book AA*/oneworld flight or oneworld prime, maintaining same origin/destination, same ticketed inventory or equivalent RBD inventory for ticketed fare when booking oneworld prime

o   Must confirm that you have received a record locator or OSI acknowledgement from the AA*/oneworld or oneworld prime carrier. If not, contact the Other Airline directly to inquire

·       May book up to 2 days before or after the originally scheduled flight

oneworld Prime (non-JB) - Affected prime flight is a oneworld carrier (AS/AT/CX/MH/QR/RJ/S7/UL)

·       Offer another flight on the same ticketed prime carrier, AA Prime, AA*/JB, or AA*/oneworld, in the equivalent RBD inventory, maintaining same origin/destination

·       If available, may book wholly AA prime flights, replacing OA Prime flights, in the same inventory or equivalent RBD of the ticketed fare

·       Offer any available JB Prime flight, maintaining same origin/destination, in the equivalent RBD inventory for the ticketed fare

·       Offer any available oneworld prime flight, maintaining same origin/destination, in the equivalent RBD inventory for the ticketed fare

·       If schedule change results in an invalid connection, may rebook the AA segments to have a valid connection with the Other Airline flight segment

Non-oneworld Prime - Affected prime flight involves any other airline with whom AA has an Electronic Ticket Agreement

·       Offer another flight on the same ticketed OA Prime carrier, maintaining same inventory, same travel day, and same origination/destination as originally ticketed

o   If the original ticketed inventory is not available, contact that OA for overbooking, or treat as a voluntary change

·       Rebook on valid Other Airline that is allowed within the ticketed fare rule, maintaining equivalent RBD inventory, same travel day, and same origin and destination as originally ticketed

·       If the customer requests an alternate carrier not allowed in the fare rules, follow normal handling processes for voluntary changes, including all applicable collections

·       If the schedule change results in an Invalid Connection, may rebook the AA segments to have a valid connection with the Other Airline flight segment

NON-AA Ticket Stock

Always verify the schedule change guidelines with the validating carrier

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Basic Economy

Follow general schedule change rebooking guidelines based on the length of flight time change (60 minutes or less / greater than one hour).

Basic Economy fares booked in B class must remain in B class when eligible for self-service rebooking due to unacceptable schedule change. If class B is unavailable, please find an alternate flight where B class is available.

See exceptions below for basic economy tickets:

·       AA Prime flights must be booked in B inventory only, for Basic Economy fare types

·       AA Prime flights with less than daily service may book the first available flight up to 7 days before/after the affected flight

·       Rebooking from AA Prime to AA*/JB is permitted if no AA Prime option is available, following booking class guidelines below

o   AA*/JB flights with a schedule change that is 60 minutes or less may book 1^st available AA*/JB flight within 1 day before or after the affected flight

·       When booking on AA Prime, the itinerary must be booked in B inventory only

·       When booking on AA*/JB, the itinerary must be booked in the original ticketed inventory 

o   AA*/JB flights with a schedule change that is greater than 1 hour (61+ minutes) may book the 1st available AA Prime or AA*/JB flight up to 7 days before/after the affected flight

·       When booking on AA Prime, the itinerary must be booked in B inventory only

·       When booking on AA*/JB, itinerary should be booked in original ticketed inventory, or lowest available inventory up to and including H inventory 

§  When AA*/JB flight no longer exists, flight may be booked on JB Prime in original ticketed inventory, or lowest available inventory up to and including H inventory

Note: schedule change automation may protect Status Members in the Dual Inventory of the ticketed Basic Economy fare. In these instances, it is okay to accept the schedule change and reissue in the protected dual inventory.

·       If the customer does not accept the schedule change from American, rebook the new flights in B inventory.

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Changes after Schedule Change Acceptance

Rebooking

When the agency has accepted the schedule change on their customer’s behalf, and have either:

·       Reissued the ticket for the schedule change annotating SKCHG in the Endorsement Box –OR-

·       Revalidated the ticket for schedule change using SalesLink - Schedule Change – OR-

·       Revalidated AA Flights or AA Auto-Revalidated the ticket

Then, the agency may make a further change following all reprotection guidelines and exchange the ticket again by annotating SKCHG in the Endorsement Box under the following conditions:

·       The original exchange is unacceptable to the customer

·       A flight option that was previously not available becomes available

·       A subsequent schedule change occurs 

The second change may be made at any time, provided no voluntary change was processed since the first reissue. 

If SKCHG is not documented in the endorsements of the current ticket, any subsequent change must be handled as a voluntary change.

–OR–

If the original Schedule Change met the parameters for refund, the agency may refund the exchanged ticket.  See Travel Agency Refund Processing Guidelines

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Reduction in Frequency (i.e. Day of Week) / Suspension of Service

General Guidelines

If the Schedule Change is due to an AA, AA*/Codeshare, or OA Prime* Reduction in Frequency (Day of Week), Suspension of Service, or withdrawal from a market, and No Protection Agreement is in place, Travel Agent may rebook as follows:

AA Prime, or AA*/Codeshare

·       Offer the 1st available flight before/after the affected flight, using the same ticketed operating carrier, same origin/destination, and maintaining same inventory as ticketed

·       Offer the first available flight before/after the affected flight, using AA Prime, AA*/JB, or JB Prime (AY/BA/IB/JL/QF), maintaining same origin/destination, and book in the lowest available inventory in the same cabin for premium cabins (First, Business, Premium Economy), up to and including H in the main cabin

·       Offer to reroute customer on the same day via an alternate connecting city or next available connecting or nonstop flight.

o   May book the first available connecting flight the next day if new flights require an overnight

·       AA destinations with less than daily service; may book first available flight before/after the original scheduled flight for that market

·       Offer alternate AA*/codeshare flight, maintaining same inventory and same origin/destination as ticketed

o   When no other AA* flight exists, it is permitted to book on the original Operating Carrier’s Prime Flight in the equivalent RBD for the ticketed fare

·       RBD is the booking code validation/inventory specific to the ticketed fare

·       If AA/AA* codeshare/JB Prime flights are no longer offered, it is  permitted to book on ‘another’ airline as:

o   oneworld Prime, must be allowed within the ticketed fare rule and the correct RBD inventory for that carrier must be used

o   OA Prime (non-JB, non-oneworld), must be allowed within the ticketed fare rule and the correct RBD inventory for that carrier must be used

o   Travel Agent should ensure a record locator is received from the other airline prior to ticket exchange

*OA Prime included in Itinerary

If the original ticketed Other Airline prime segment change results in an invalid connection or the other airline no longer offers that service, and no protection agreement is in place, Travel Agent:

·       May rebook on valid Other Airline that is allowed within the ticketed fare rule, maintaining equivalent RBD inventory, same travel day, and same origin and destination as originally ticketed

o   AA must have a valid interline agreement with this secondary carrier and the new segment(s) booking class must be valid for the fare ticketed.

o   If RBD inventory is not available, must treat as voluntary change or refund

o   Must confirm that you have received a record locator or OSI acknowledgement from the Other Airline. If not, contact the Other Airline directly to inquire

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Revalidation

Revalidation can only be processed on American and American Eagle Prime flights and is not applicable if any part of the itinerary involves codeshare space. Typically, the AA Reaccommodation tool will revalidate eligible itineraries through automation and will send an SSR advising a revalidation has been performed. For example: 

ATTN AGY TKT REVALD FOR AA FLIGHTS ONLY PER SKD CHG DD/MM (date)

This action does not prevent the agency from revalidating again should the customer find the change unacceptable.

Travel Agent Guidelines for Revalidation

When the customer does not accept the new itinerary, the itinerary may be changed according to Schedule Change guidelines as provided in this document. Once the itinerary is changed, the ticket may be revalidated via SalesLink.

Tickets Eligible for Revalidation:

·       American and American Eagle^® prime flights only 

·       Change in flight number

·       Change in flight departure/arrival time

o   City pair, connection point and inventory must remain the same

·       Change of date

§  First available flight as close to the original departure time as possible, may be subject to factors such as last flight in/first flight out, or reduction in frequency

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 Determining Length of Flight Time Change

The length of flight time change is determined by the total directional travel time,

For example:

1 AA3266L 27MAY Q CIDORD WK2 245P 400P HRS /DCAA*FISXZF /E

2 AA3661L 27MAY Q CIDORD*SC2 1115A 1230P HRS /DCAA*FISXZF /E

3 AA2610L 27MAY Q ORDTUS WK2 515P 657P HRS /DCAA*FISXZF /E

4 AA 712L 27MAY Q ORDTUS*SC2 713P 859P HRS /DCAA*FISXZF /E

·       Customer was leaving at 2:45pm and arriving at 6:57pm = Total travel time of 4 hrs and 12 min

·       Now the customer is leaving at 11:15am and arriving at 8:59pm = Total travel time of 9hrs and 47 min.

Even though neither of the flights changed by greater than 4 hours, the total directional travel time was affected by more than 4 hours, which makes the ticket eligible for refund.

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Schedule Change results in change of airport

There may be times when a customer is protected to/from an alternate airport when there are no other options to the customer's ticketed origin/destination. This automation process is designed to provide the customer with a confirmed reservation on another flight, instead of leaving them without any protection. 

 When this occurs, and the customer does not accept the provided protection, you may:  

·       Offer an alternate flight to the same protection city (must be on AA Prime)

§  If the protection offered was booked on OA*/AA, the alternate flight must be booked as OA*/AA

·       Offer an alternate airport within a 300-mile radius from the original affected flight

·       Offer a refund

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300-Mile Radius

If there are no acceptable options to the customer’s original ticketed AA or AA*/JB origin/destination, the agency may rebook to an alternate AA Prime, AA*/JB, or JB Prime airport that is within a 300-mile radius of the affected ticketed city within the same country.

Rebooking to an alternate airport is allowed only if itinerary was affected by one of the below:

·       Service to the ticketed airport has been discontinued

·       The Schedule Change is greater than 1 hour (61+ min) 

·       The Schedule Change creates an invalid connection

·       The Schedule Change creates an extended connection time that is greater than 4 hours (241+ minutes)

o   If there is a valid connection within the same origin/destination with an arrival time within 1 hour of the original ticketed schedule, 300-Mile Radius does not apply

·       The Schedule Change creates an involuntary overnight at a connection city

·       The nonstop flight changes to a connection and the new routing within a 300-mile radius offers a nonstop

Rebooking guidelines:

·        If the passenger changes their outbound departure airport using the 300 Mile rule, they may also change the inbound flight(s) to return to the same airport. If the destination airport is changed, the passenger may travel back from that airport, for their inbound portion.

o   Outbound and inbound changes must be made at the same time before the ticket is reissued using SKCHG/300M.

·       The new flight must be rescheduled for the same ticketed date of travel, but may be earlier or later than the original scheduled departure time

·       Book the same or lowest available inventory, up to and including H inventory for the main cabin

·       For Premium Cabins, (First, Business, Premium Economy), if the same inventory is not available, may book the lowest available inventory in the same cabin as ticketed

·       If unable to book in the same cabin as originally ticketed, an alternate flight must be selected

·       Endorsement Box requirement – SKCHG/300M

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Nonstop or through flight changes to connecting flights

·       Follow the Schedule Change is greater than 1 hour guidelines

Instant Upsell Handling Procedures

The IU is issued as an EMD with a separate document number; therefore, it does not affect the ticket issued by the agency. 

Instant Upsell upgrades are booked in either F, J, or W inventories and can be identified by the following SSRs in the PNR/Order:

OTHS INSTANT UPSELL ANCILLARY EMD ISSUED 001XXXXXXXXXX  

OTHS AGENCY RETAINS CONTROL OF TKT FOR REISSUES

When a Schedule Change occurs, automation will rebook the customers in the upgraded cabin when available. Agencies are responsible for handling Schedule Changes sent by AA to PNRs/Orders containing an IU. Use the procedures shown below for customers who purchased an Instant Upsell (IU) for their ticketed flights directly from American on aa.com.

Travel Agency Procedures

When the customer accepts the Schedule Change as protected by AA

·       Ticket must be reissued by the agency as ticket cannot be revalidated

·       Agency is responsible for advising customer of the schedule change

·       Reissue the ticket in the upgraded inventory as accommodated by AA

·       Special Waiver Code Required:  SKCHG/IU

·       SKCHG/IU must appear in the Endorsement Box of the new ticket or be subject to a debit memo

When the customer does not accept Schedule Change as protected by AA

Schedule Change is 60 minutes or less

·       Offer another AA Prime flight, same origin/destination, same travel day, and maintaining same inventory of the Instant Upsell already purchased

o   If the same Instant Upsell inventory is not available, you may downgrade to lower cabin in the applicable inventory for the ticketed fare

o   When downgraded, you may advise the customer to submit a refund request for the IU EMD number(s) via AA Refunds website

o   Waitlisting for Instant Upsell cabin is not applicable

·       If unable to book for the same day because the scheduled flight times are not available, the agency may book the first available flight the day before or day after, same origin/destination and maintain same inventory of the Instant Upsell already purchased

·       Any changes outside the above guidelines would follow Schedule Change Guidelines for 60 minutes or less rebooking in the lower cabin in the applicable inventory for the ticketed fare

Schedule Change is greater than 1 hour (61+ minutes)

·       Offer another AA Prime flight, same origin/destination, same travel day, and maintaining same inventory of the Instant Upsell already purchased

o   If the same inventory is not available, you may downgrade to lower cabin in the applicable inventory for the ticketed fare, or lowest available inventory up to H for main cabin

o   When downgraded, you may advise the customer to submit a refund request for the IU EMD number(s) via AA Refunds website

o   Waitlisting for Instant Upsell cabin is not applicable

·       May book within 24 hours of the original departure, or up to 7 days before or after the originally scheduled flight, maintaining the same inventory of the Instant Upsell already purchased

·       May offer co-terminals for AA Prime flights only if the flight times are closer to the original schedule

·       Any changes outside the above guidelines would follow Schedule Change Guidelines for greater than 1 hour (61+ minutes) rebooking in the lower cabin in the applicable inventory for the ticketed fare, or lowest inventory up to H for main cabin

Endorsement Box Requirement for Instant Upsell

·       Agency is responsible for advising the customer of the schedule change

·       Ticket must be reissued by the agency as ticket cannot be revalidated

·       Special Waiver Code Required:  SKCHG/IU

§  SKCHG/IU must appear in the Endorsement Box of the new ticket or be subject to a debit memo

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Co-Terminals/Multiple Airport Cities - AA Prime Flight Only

Customers who are traveling to/from a co-terminal location may be changed to an alternate co-terminal airport, if requested. This applies to AA Prime flights, provided the flights times are closer to the original schedule. 

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MCT Issues (Minimum Connecting Time)

On occasion, the minimum connecting time for a given city will change.  When this happens, a Schedule Change will not be processed, however, the itinerary will now reflect Invalid Minimum Connecting Time (MCT) – AA or AA* (any AA Codeshare)

When this occurs on American, American Eagle®, or AA* (any AA Codeshare) Itineraries, may use the guidelines for Schedule Change is greater than 1 hour

When the schedule change results in an invalid connection and the minimum connecting time can no longer be met, may use the guidelines for Schedule Change is greater than 1 hour

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Refunds  

When a customer requests a refund due to an unacceptable Schedule Change, the refund should be processed via your GDS. 

For eligible tickets, the waiver code for a schedule change refund is: SCRFND

Refer to Travel Agency Refund Processing Guidelines for more information

Elegibility

Refund applies when the overall schedule change is greater than 181 minutes (3 hours) for domestic flights or greater than 241 minutes (4 hours) for international flights.

Refund to original form of payment is allowed in the following scenarios, if the passenger was holding a confirmed (HK) space at the moment the schedule change occurred.

·       Schedule Change is greater than 181 minutes (3 hours) for domestic flights or 241 minutes (4 hours) for international flights - The schedule change is calculated for the total directional travel time

·       Schedule Change results in the change from a Non-stop or Through-flight to a Connection - If the non-stop flight changes to a connecting flight, with no other similar non-stop alternatives

·       Schedule Change results in a Change to the Operating Carrier - For example, if the flight changes from AA*/IB operated to an AA*/BA operated flight, or from AA to AE (American to American Eagle)

o   This does not include a change to the type of equipment

·       Schedule Change is due to an AA or AA*/Codeshare Reduction in Frequency (Day of Week), Suspension of Service, or withdrawal from a market - For example, if the ticketed flight changes from operating daily to operating 3 times a week, or if the schedule reduces from 3 days a week down to two, or a market suspension is introduced, or the flight is no longer operating due to withdrawal from the market

·       Schedule Change results in a change of airport – Schedule change results in a change of airport on the origin or destination

o   Applies for change of connecting airport when the schedule change is greater than 181 minutes for domestic or 241 minutes for international flights

·       Schedule change results in a flight number change

·       Schedule change results in an invalid connection due to the minimum connecting time (MCT) standard is no longer met – The schedule change results in invalid connections and there is no connecting flight on the same day that allows for a 4 hour or less change to their total directional travel time

·       A Schedule Change results in a change of the ticketed cabin (downgrade) - If the customer was ticketed for First Class and was downgraded to Business Class or was ticketed for Premium Economy and was changed to Main Cabin

o   You may submit ticket(s) for a partial refund adjustment post-travel for the affected downgraded segment if the passenger decides to travel in the downgraded cabin

o   For Refund requests on downgraded tickets, Travel Agent may process by: 

·       ARC Agencies: submit ticket to American Airlines Refunds for downgrade refund

·       BSP Agencies: submit the Refund Application (RA) form through BSPLink, add downgrade information to the comments on the RA

Note: If the passenger has accepted a compensation voucher at the airport for the downgrade or for the inconvenience of the downgrade and the passenger travels on that ticket (ticket is now used) and now the passenger is requesting additional compensation for the downgrade, please direct them to Customer Relations.

·       Schedule Change results in a cancelled flight (UN/WK status) and no replacement/protection flight was provided

o   Does not apply when a replacement/protection flight is provided as part of the schedule change within the same or a subsequent transaction

Travel Agency Refund Processing Guidelines

Once the agency has accepted the schedule change and either:

·       Reissued the ticket for the Schedule Change annotating SKCHG in the endorsement box – or –

·       Revalidated the ticket for schedule change using SalesLink – Schedule Change -Revalidate AA Flights – or –

·       AA Auto Revalidated the ticket

and

·       The customer decides not to travel, a refund is permitted if the original schedule change meets any of the refund guidelines listed above and the customer was Holding Confirmed (HK) at the time of the change

Updated: October 2024