What you need to know before you go
Safety is our top priority. We're also committed to providing a positive and dependable travel experience for all of our customers. We hope this information will help you prepare for your trip. We understand traveling can be stressful, and we appreciate your patience and courtesy.
This guidance is not intended to replace the Conditions of carriage, which covers all of your rights and responsibilities as a passenger.
Conditions of carriage
Your ticket
We sell 2 types of tickets – refundable and non-refundable:
If you booked at least 2 days before departure, you can get a full refund within 24 hours from the time you bought your ticket, no matter if it's refundable or non-refundable.
- A refundable ticket allows you to change or cancel your flight without a fee.
- A non-refundable ticket may cost less, but if you need to make changes you'll be charged a change fee and any difference in fare. If you buy a Basic Economy fare, changes are not allowed.
Preparing to travel
Being prepared is the best way to ensure smooth travel. Every airport is different, so do a little research if it's your first time flying to or from a city. You'll need a valid photo ID accepted by the TSA (like a driver’s license or other government-issued ID) for domestic travel and a valid passport or visa, and any travel documents required by your international destination.
Acceptable forms of identification Opens another site in a new window that may not meet accessibility guidelines.
At the gate
You must be at the gate and ready to board the plane:
- 15 minutes before departure on domestic flights
- 30 minutes before departure for international flights
Be sure to check your boarding pass for boarding times. If you're not at the gate in time, your seat may be given to a standby passenger.
The doors close at least 10 minutes before departure. Once the door is shut, it will not be reopened unless there is health, safety or security issue.
We board in groups; check your boarding pass for your boarding group. We offer early boarding to customers who need special assistance or more time to board, along with families with children under 2 years who ask to board early.
Strollers should be checked at the gate before boarding and picked up after your flight at the gate, free of charge.
Wheelchairs can be gate-checked and picked up after your flight at the gate, free of charge. We are available to help you to and from your seat once you check your wheelchair.
On the plane
Welcome aboard! Anything you carried on must fit in the overhead bins or under the seat in front of you. If the bins are full or your bag is too big we'll help gate-check it. Musical instruments count as a carry-on and must fit safely in the bin, under the seat or in a closet (unless you paid for an extra seat).
Have a nut allergy? Though we don't serve peanuts, we do serve food that may contain other types of nuts and customers may carry on peanuts. We're unable to make special accommodations or provide nut-free zones on board, so we strongly encourage you to take all necessary medical precautions before flying.
And finally, our crewmembers are here to ensure a safe and pleasant flying experience for you and everyone onboard your flight. Please let them know if you have any questions and be sure to comply with their instructions, which are designed to keep you and everyone on board safe and comfortable.
When you arrive
We hope you enjoyed your flight and look forward to seeing you again.
Need a receipt for an onboard purchase or to request a refund?
Receipts and refunds
If your bag didn't arrive with you or there's damage to something you checked, please stop by the baggage service office when you arrive. American’s Customer Baggage Notification also alerts you shortly after arriving at your final destination if your bags didn’t make the plane or were sent ahead of you. To receive alerts, you can use the American Airlines app, sign up for AAdvantage or provide contact information during booking or check-in. You can also file a report with us.
Delayed or damaged bags
Have a compliment or want to let us know how we can improve? We want to hear from you.
- Email Customer Relations
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Thank you for choosing American for your travel needs.