Daily, from 8:00AM till 5:00PM
Saturday 9:00AM till 1:00PM
+599 (9) 869-5707
USA 1-800-433-7300 (eng)
USA 1-800-633‑3711 (spa)
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American Airlines and American Eagle are in business to provide safe, dependable and friendly air transportation to our customers, along with numerous related services. We are dedicated to making every flight you take with us something special. Your safety, comfort and convenience are our most important concerns. American Airlines and American Eagle initially submitted their joint Customer Service Plan to the Department of Transportation (DOT) in 1999 and updated it in 2010 and 2011.
American Airlines and its regional airline partner American Eagle serve almost 250 cities around the world, from Abilene to Zurich, and operate more than 3400 daily flights. Our combined fleet numbers more than 900 aircraft. In addition to our extensive domestic service, we serve numerous destinations in Europe, Asia, the Caribbean, Canada, Mexico, and Latin America. The American frequent flyer program, AAdvantage®, is the oldest and largest in the world.
We are in business to provide safe, dependable, and friendly air transportation to our customers, along with numerous related services, in the hopes that you will fly us again and again. We work very hard to make your entire experience with us, from making a reservation to deplaning at your final destination, a positive one. Although we are successful in this effort most of the time, there are times when things do not go as smoothly as we, and you, would like. Operating a network of more than 3400 flights and servicing hundreds of thousands of passengers each day is challenging and complex. Inevitably, some of our flights are affected by adverse circumstances, some of which are within our control and some of which are not.
This Customer service plan addresses a number of the service goals we have defined for ourselves. Every customer is important to American Airlines and American Eagle, and we are dedicated to making every flight you take with us something special. Your safety, comfort, and convenience are our most important concerns.
- Lowest fare availability
- Delays, cancellations, and diversion events
- Essential customer needs during extraordinary delays
- Assistance when your flight has been delayed or cancelled
- Baggage delivery
- Baggage liability
- Guaranteed fares and 24-hour hold policy for American Airlines flights (including American Airlines flights operated by codeshare partners)
- Ticket refunds
- Accommodation of customers with special needs
- Flights with oversales
- Frequent flyer program – AAdvantage
- Other travel policies
- Service with domestic codeshare partners
- Handling of customer issues