A Revenue/Published/Basic Economy or Bulk/Opaque ticketed fare (wholly unused or partial) may be eligible for refund following the guidelines below.

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1 Refunds Length of Flight Time Unacceptable - Flight not Canceled Invalid Connection (Invalid MCT) Change of Operating Carrier or Aircraft Cabin Change (Downgrade) AA Withdrawal (Discontinuation) From a Market AA/AA* (AA Codeshare), Reduction in Frequency (Day of week)/suspension of Service Travel Agency Refund Processing Instructions Return to Schedule Change - Main Index Length of Flight Time Unacceptable - Flight not Canceled Revenue/Published/Basic Economy - Bulk/Opaque Fares follow the guidelines: A Revenue/Published/Basic Economy or Bulk/Opaque ticketed fare (wholly unused or partial) may be eligible for refund following the guidelines below. BT (zero fare tickets) refund requests are handled by the booking source Length of Flight Time Change Nonstop to Connecting Flight (No length of delay required) Refund to Original Form of Payment in Waiver Code: SCRFND/NS Non-Refundable fares: No 0 59 Minutes No 60 + Minutes Refundable fares with a cancellation fee: May refund to original form of payment (FOP) minus the cancellation fee. Waiver Code: SCRFND/60MINS

2 Invalid Connection Invalid connections resulting in a total of 60 minutes and greater or there is no connection on the same day qualifies for a refund. An invalid connection flight time change is determined by the length of delay to the new connecting flight which may be unacceptable to the customer, per the grid below Flight Time Change/Invalid Connection Flight Time Change Example: JAN DFWORD 643A 900A * JAN ORDSTL 940A 1054A Schedule change on DFWORD: New arrival time is later: DFW ORD 723A 940A Next available valid connection ORDSTL departs 11:00A arrives 12:12p New connection is an 80 minute flight time change. The new connection is a total of 60 minutes which qualifies for a refund Invalid Connection Time Example: 6367K 26JAN BSLLHR 700A 745A /OPERATED BY BRITISH AIRWAYS 6160K 26JAN LHRMIA 900A 150P /OPERATED BY BRITISH AIRWAYS 1546K 26JAN MIAGND 501P 944P Schedule change has an invalid connection: VCT*«INVALID CONNECT TIME SEGS 1 AND 2 - MINIMUM IS 90 MINUTES Schedule change: LHR MIA to depart 900A which results in illegal connection in LHR (required 90 minutes) Later LHRMIA flights do not guarantee the same day arrival in GND. There is no connection on the same day, results in overnight, which qualifies for a refund Flight Time Change Validation Invalid Connection Flight Time Change Refund to Original Form of Payment Non-Refundable fares: No 0 59 minutes No Refundable fares with a cancellation fee: May refund to original form of payment (FOP) minus the cancellation fee. 60 minutes or greater Includes: BT (zero fare tickets) Invalid Connection (MCT) /No connection available Waiver Code: SCRFND/60MINS Waiver Code: SCRFND/INVLDCNT

3 Change of Operating Carrier or Aircraft Cabin Change Revenue/Published/Basic Economy Bulk/Opaque Fares Change of Operating Carrier or Aircraft Change/Cabin: Customer does not accept the schedule change due to the following: change of the operating carrier change of the aircraft cabin (downgrade) o ex: First Class to Business Class o ex: Premium Economy to Main Cabin Refund to Original Form of Payment Travel Agent to Process Ticket Refund To Original Form Of Payment (FOP) Information Waiver Code: SCRFND/CARRCHG (Carrier Change) or Waiver Code: SCRFND/CABINCHG (Aircraft Change) Refer to Travel Agency Refund Processing for more AA Withdrawal (Discontinuation) From a Market Revenue/Published/Basic Economy Bulk/Opaque Fares: If a customer's American Airlines, American Eagle flight validated on 001 has discontinued service in the market and there are no other AA flights servicing the market, travel agents may refund a nonrefundable ticket(s) through normal ARC/BSP processing. Discontinuation/ Withdrawal of Service Refund To Original Form Of Payment Non-Refundable tickets (wholly unused or partial tickets) Waiver Code: WITHDRAWAL NOTE: If the ticket has been EXCH by AA as an INVOL the refund request must be submitted on

4 AA/AA* (AA Codeshare), Reduction in Frequency (Day of week)/suspension of Service If a customer's American Airlines, American Eagle flight validated on 001 has Reduction in Frequency (Day of the Week) in the market and there are no other AA flights within 60 minutes, travel agents may refund a non-refundable ticket(s) through normal ARC/BSP processing. Reduction in Frequency (Day of week)/suspension of Service Refund To Original Form Of Payment Non-Refundable tickets (wholly unused or partial tickets) Waiver Code: REDUCTSUSP Travel Agency Refund Processing Instructions U.S. agencies processing through ARC Preferred Method: process through your GDS ARC/IAR Refund Exchange Notification (REN): International IATA agencies processing through BSPLink Preferred Method: process through your GDS BSP Refund Application (RA): If unable to refund through your GDS, you may process in your IAR/Refund Detail Screen Indicate appropriate waiver code specified in each section above If unable to refund through your GDS, you may submit a BSP Refund Application (RA) Indicate appropriate waiver code specified in each section above

5 Additional Categories Additional Ticketing/Itinerary Information: Once the agency has accepted and reissued the ticket for the schedule change and is unacceptable to the customer, agency may rebook. Annotate SKCHG in the Endorsement Box/Field of the new ticket. If a customer was protected beyond their original travel time or date and an earlier flight becomes available the customer may be reaccommodated. Return to Top A subsequent schedule change occurs Update: August 28, 2017