Customer service FAQs
Through checked bags
No; we’ll only through check bags if all your tickets are in the same record locator (PNR) and you are connecting to another American Airlines or oneworld® flight.
Paying for bags online
You can only pay for bags online starting 24 hours and up to 4 hours before departure if you're flying within and between the U.S., including Hawaii, Alaska and select Caribbean cities.
You can pay for up to 3 checked bags on aa.com or in the app when you check in (starting 24 hours and up to 4 hours before departure). We'll send an email confirmation with instructions on where to drop bags at the airport.
If you are checking more than 3 bags, you can add more at the airport according to your bag allowances.
No, after you paid for bags online you can’t add more later. You can check more bags at the airport according to your bag allowances. Checked bag fees may apply.
You can only pay for bags on aa.com, in the app or at the airport.
Yes; indicate you plan to check bags when you check in on aa.com or in the app. Our system will recognize any free bag allowances.
Yes. For example, if 4 passengers on the same reservation choose to pay for 4 bags, they'll be charged the first checked bag fee of $30 each, for a total of $120. This rate is lower than the charge for one person checking 4 bags.
Yes, when they travel on a military fare. If you’re not traveling on a military fare show your military ID at the check-in counter to receive free bags.
The standard bag refund policy would apply.
You must pay checked and carry-on pet fees at the airport.
No; if you pay for your bags online the bag fees are non-refundable.
You can make changes to your flight based on the rules of your ticket. Checked bag fees will carry over to your new trip in most cases.
Checked bag fees you paid are non-refundable if you cancel your trip and if you buy or get an upgrade that includes free checked bags.
We recommend you arrive to the airport at least 2 hours before domestic flights to allow plenty of time to check in and clear security before scheduled departure. If you're using curbside check-in, allow yourself at least 45 additional minutes.
Service fees are non-refundable, but if you believe you've been incorrectly charged for bag fees, contact Bags Inc. at 407-284-1231 or through this link.
Limitations and embargo
Delayed and damaged bags
Lost and found
Refunds and receipts
You have up to 24 hours from the time of ticket purchase for a refund if you booked at least 2 days prior to departure. The 24-hour refund policy applies to all ticket types, but you have to cancel the trip to get a refund.* Reservations booked as part of group block do not qualify for the 24 hour refund.
Refunds will be issued in full amounts, less:
- Sale-imposed nonrefundable taxes
- Service charge for booking through Reservations
*If you bought your ticket through a travel agency or another booking source, contact them for a refund.
If you bought your American Airlines ticket directly from us, you can request a refund online or contact Reservations. We'll process your refund back to the original credit card within 7 days (it should appear on your statement in 1-2 billing cycles). For cash and check purchases, we’ll process your refund within 20 days after receiving a complete refund request.
If you bought your ticket from a travel agent or a website like Expedia, please contact the agent or travel site directly.
We do not refund nonrefundable American Airlines tickets except when the ticket is cancelled within 24 hours of purchase, when we make a schedule change that results in a change of more than 4 hours*, upon the death of a passenger or passenger's traveling companion or because of military orders. Supporting documentation is required.
- 24 hour refund policy – refund to original form of payment
- Death of the passenger/traveling companion – refund to original form of payment
- Schedule change of more than 4 hours* – refund to original form of payment
- Military orders/change in duty – refund to original form of payment
You may be entitled to a refund of some taxes included in the price of your ticket:
- Upon written request, taxes or fees not imposed by the airline that are specific to destinations can be refunded
- Taxes or fees won't be refunded if American has an obligation to pay regardless of travel
- Refundable taxes and fees will be refunded to the original form of payment
*Tickets bought on or after April 8, 2020.
Depending on fare rules, you can apply the unused value of your American Airlines ticket toward a future trip as long as:
- Your new trip begins no later than one year from the ticket's original issue date
- You canceled the original ticket before the departure of the first flight (or the ticket loses any remaining value and cannot be used for future travel.)
If the product or service you paid for was provided on an alternate flight, no refund will be provided.
However, these products and services are eligible for a refund if you’re unable to use them:
- Bag fees (refund does not apply to bags bought online)
- Pet fees
- Priority boarding
- Same-day flight change or standby
You can request a receipt for most tickets booked in the past 9 months. Simply enter the 13-digit ticket number and the passenger last name.
It may take up to 72 hours or more for your transaction to appear. Be sure to verify the requested information including your date of purchase, last four digits of the credit card, and last name.