Schedule Irregularity/IROPS

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Janice Warren
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1 Schedule Irregularity/IROPS 300-Mile Radius Additinal Ticketing/Itinerary Infrmatin Alternate Cities MAC and Dmestic C Terminals Dmestic/Internatinal Itineraries Dynamic Rebking Index Endrsement Bx Requirements Premium Class/Upfares/Premium Ecnmy Fare Refunds Flight is Canceled Refunds Flight is Delayed SalesLink INVOL Reissue Duble Quick Reaccmmdatin Schedule Irregularity/IROPS- Reaccm Schedule Irregularity/IROPS-SSR Cdes fr Custmer Cntact Travel Agency Refund Prcessing American has an autmated reaccmmdatin system that will cnfirm custmers n an alternate flight during disruptins, I.E. mechanical, ATC (Air Traffic Cntrl), crew legality, weather, etc., which may ccur up t 72 hurs prir t the schedule departure. Travel prfessinals will fllw the Schedule Irregularity/IROPS guidelines and reissue the custmer s ticket up t 2hrs prir t the departure time when the custmer has nt been accmmdated by the Dynamic Rebking Tl. Nt all custmers are accmmdated by the Dynamic Rebking, hwever, they are reaccmmdated by nrmal REACCOM tl. Dynamic Rebking American Airlines Service Recvery Tl Dynamic Rebking Overview: The dynamic rebking tl that helps ntify custmers f disruptins, and when available Allws the custmer t search and select an alternative flight due t a delayed r canceled flight. The dynamic rebking tl will apply t all American and American Eagle flights, but will exclude any diversins r flights with a decisin (DCSN) time. Eligibility: A flight is delayed 30 minutes r mre, and, the cnnectin time after the delay is less than 30 minutes Nn-stp single leg flight will als qualify when the flight is delayed by mre than 180 minutes Custmer must be n AA perated flights and rebked t AA perated flights As we enhance the dynamic rebking tl the criteria may change t better accmmdate ur custmers. It will als apply when a flight is canceled Autmatin: SSR Field indicates: IRSS (Irregular Operatins Self Service) when applicable This allws custmers t use aa.cm, their mbile applicatin, self-service machines r gateside machines t self-serve during irregular peratins, and be able t chse alternate flights. Custmers using the tl may check-in nline with n agent actin required. Custmers may als re-print barding passes at the self-service machines.

2 Reissue / Prtectin Dmestic / Internatinal Itineraries Dmestic Travel Travel prfessinals may rebk up t 2 hurs prir t the departure time n anther American / American Eagle Prime flight Lwest available inventry in the same cabin as ticketed, includes Basic Ecnmy Shrt-haul ticketed fares AA Prime - May bk first available earlier r later than riginally flight time. AA Prime May bk up t 7 days after the riginally scheduled flight time N inventry restrictin, maintaining the same ticketed cabin May change cntinuing r return travel dates t maintain the riginal length f stay prir t the reaccmmdatin Internatinal Travel Travel prfessinals may rebk up t 2 hurs prir t the departure time n anther AA Prime flight and JB Prime BA/IB/JL/AY flights nly. Lwest available inventry in the same cabin as ticketed, includes Basic Ecnmy Lng-haul ticketed fares AA Prime Only - May bk first available earlier r up t 7 days after riginally scheduled flight time JB Prime (BA/IB/JL/AY) May bk 1 day prir r first available day after riginally scheduled flight time N inventry restrictin, maintaining the same ticketed cabin May change cntinuing r return travel dates t maintain the riginal length f stay prir t the re-accmmdatin Premium Class Fares / UP Fares / Premium Ecnmy Fares Dmestic Travel AA/American Eagle Prime Flights May bk up t 2 hurs prir t the departure time in the applicable upper cabin inventry up t and including 7 days after riginally scheduled flight time Premium Class fares Business /First Class - if the applicable upper cabin inventry is nt available prtect in the lwest available inventry in the same cabin as ticketed If the upper ticketed cabin is nt available, rebk in lwer cabin UP fares - if the applicable upper cabin inventry is nt available prtect in the lwest available inventry in the same cabin as ticketed If the upper ticketed cabin is nt available, rebk in lwer cabin Premium Ecnmy fares - rebk in W/P inventry If W/P are nt available, rebk in lwer cabin Internatinal Travel AA / JB Prime flights nly May bk up t 2 hurs prir t the departure time f the first available earlier r up t 7 days in the applicable upper cabin inventry after riginally scheduled flight time Premium Class fares Business /First Class - JB Prime (BA/IB/JL/AY) - May bk 1 day prir r first available day after riginally scheduled flight time in the applicable upper cabin inventry

3 UP fares - JB Prime (BA/IB/JL/AY) - May bk 1 day prir r first available day after riginally scheduled flight time in the applicable upper cabin inventry If the upper ticketed cabin is nt available, rebk in lwer cabin Premium Ecnmy fares - JB Prime (BA/IB/JL) rebk in W inventry. May bk 1 day prir r first available day after riginally scheduled flight time in the applicable Premium Ecnmy inventry Alternate Cities Multi-Airprt Cities (MAC) /Dmestic C Terminals MAC Cities AA/American Eagle Prime Flights Travel prfessinals may rebk up t 2 hurs prir t the departure time t/frm n next AA Prime nline alternate city such as all multi-airprt (MAC) cities DCA/IAD DFW/DAL HOU/IAH JFK/LGA LGW/LHR/STN UVF/SLU HND/NRT C-Terminal cities are always permitted Dmestic C Terminals AA/American Eagle Prime Flights BWI - WAS (DCA, IAD) FLL PBI - MIA SFO SJC - OAK LAX - ONT - BUR SNA - LGB EWR - NYC (JFK, LGA) HPN HOU - IAH 300 Mile Radius 300 Mile Radius May rebk up t 2 hurs prir t the departure time t/frm any city within an apprximate 300-mile radius f the rigin/destinatin Bk lwest available inventry in the same cabin as ticketed Dmestic AA Prime nly - May bk first available earlier r up t 7 days after riginally scheduled flight time Internatinal Itineraries - JB Prime (BA/IB/JL/AY) - May bk 1 day prir r first available day after riginally scheduled flight time after riginally scheduled flight time within the same cuntry N inventry restrictin, maintaining the same ticketed cabin. (Including JB Prime (BA/IB/JL/AY) fr Internatinal flights) May use that airprt fr cntinuing r return travel May change cntinuing r return travel dates t maintain the riginal length f stay prir t the re-accmmdatin

4 Nte: The custmer is respnsible fr any incurred expenses if they elect t change with a 300-mile radius as American Airlines des nt cmpensate fr this type f change Endrsement Bx Requirement Endrsement Bx Requirements New Ticket Endrsement Bx must indicate the waiver cde: IROPS This is the nly anntated verbiage required n the new ticket and supersedes the required verbiage fr the fare ticketed. Nte: if yu chse t include the riginal fare ticket endrsement verbiage; IROPS shuld appear at the start f the endrsement/restrictins text n the replacement ticket SalesLink INVOL Reissue Duble Quick SalesLink INVOL Reissue SalesLink INVOL Reissue Duble Quick allws travel prfessinals t bypass cntacting American while verifying ur Irregular Operatins (IROPS) guidelines. When American reissues the custmer s ticket t assist airprt peratins, yu may use SalesLink INVOL Reissue - Duble Quick t have the American Airlines ticket reissued. Update the itinerary based n IROPS guidelines Visit Select Service Request Select Service Type: INVOL Reissue Duble Quick Refunds Flight is Delayed Refunds Schedule Irregularity (IROPS) Refund Request - Flight Is Delayed A nn-refundable r refundable with cancellatin fee ticketed fare may be eligible fr refund fllwing the guidelines belw: Nnstp t Cnnecting Flight (N length f delay required) Refund t Original Frm f Payment Allwed Travel Agent t Prcess Ticket Refund T Original Frm Of Payment (FOP) using Waiver Cde: SCRFND/NS Refer t Travel Agency Refund Prcessing fr mre infrmatin 0 59 Minutes Refund t Original Frm f Payment: Nn-refundable fares - Nt allwed Refundable fares with a cancellatin fee - May refund t riginal frm f payment (FOP) minus the cancellatin fee

5 60 + Minutes Refund t Original Frm f Payment Allwed Travel Agent t Prcess Ticket Refund T Original Frm Of Payment (FOP) using Waiver Cde: SCRFND/60MINS Refer t Travel Agency Refund Prcessing fr mre infrmatin Once the agency has accepted and reissued the ticket fr the Schedule Irregularity with IROPS in the endrsement bx n the new ticket, and the custmer decides nt t travel: Refund is permitted as lng as the riginal schedule change was 60 minutes r greater Flight was cancelled n the riginal schedule irregularity Refunds Flight is Canceled Refunds Schedule Irregularity (IROPS) Refund Request - Flight Is Canceled If a custmer's American r AA*/cdeshare flight validated n 001 has been canceled due t a schedule irregularity, which nrmally ccurs n the day f departure, but can ccur up t 72 hurs prir t the schedule departure, and n ther alternate flights are acceptable, travel prfessinals may refund a nnrefundable ticket(s) thrugh nrmal ARC/BSP prcessing per the guideline belw: All Ticket Types: Refund t Original Frm f Payment Allwed Travel Agent t Prcess Ticket Refund T Original Frm Of Payment (FOP) using Waiver Cde: SCRFND Refer t Travel Agency Refund Prcessing fr mre infrmatin Nte: If the Revenue/Published/Basic Ecnmy r Bulk/Opaque ticket has been EXCH by AA as an INVOL the refund request must be submitted n Once the agency has accepted and reissued the ticket fr the Schedule Irregularity with IROPS in the endrsement bx n the new ticket, and the custmer decides nt t travel: Refund is permitted as lng as the riginal schedule change was 60 minutes r greater Flight was cancelled n the riginal schedule irregularity Travel Agency Refund Prcessing Instructins Preferred Methd: prcess thrugh yur GDS U.S. Nrth America agencies prcessing thrugh ARC ARC/IAR Refund Exchange Ntificatin (REN) If unable t refund thrugh yur GDS, yu may prcess in yur IAR/Refund Detail Screen On the Refund Detail Screen: Indicate apprpriate waiver cde specified in each sectin abve

6 Preferred Methd: prcess thrugh yur GDS BSP Refund Applicatin (RA) Internatinal IATA agencies prcessing thrugh BSPLink If unable t refund thrugh yur GDS, yu may submit a BSP Refund Applicatin (RA) On the RA Reasn fr Refund: Indicate apprpriate waiver cde specified in each sectin abve Additinal Ticketing/Itinerary Infrmatin Rebking Once the agency has accepted and reissued the ticket fr the schedule irregularity, the agency may exchange again by anntating IROPS in the Endrsement Bx under the fllwing cnditins: The riginal exchange is unacceptable t the custmer If a custmer was prtected beynd their riginal travel time r date and an earlier flight becmes available A subsequent schedule irregularity ccurs Return t Tp Updated: September 2018

Hurricane Irma Update 2 - Bahamas Travel Notice Exception Policy

Hurricane Irma Update 2 - Bahamas Hurricane Irma Update 2 - Bahamas Travel Notice Exception Policy ssued: September 5, 2017 Update: September 7, 2017 updated Refund Eligibility; Refund allowed (when flight