SCHEDULE CHANGE

Travel Agency Procedures

Schedule Change Processing Guidelines

SalesLink Self-Service

Endorsement Box Requirement: SKCHG

INDEX

Schedule Change Schedule Change

60 minutes or less Greater than 1 hour (61+ min)
• AA Prime • AA Prime
• AA*(Codeshare) • AA*(Codeshare)
• AA*/JB - AY/BA/IB/JL/QF • AA*/JB – AY/BA/IB/JL/QF
• AA*/Other • AA*/Other
• AA/OA Prime • AA/OA Prime
• AA/JB - AY/BA/IB/JL/QF • AA/JB - AY/BA/IB/JL/QF
• AA/oneworld • AA/oneworld
AS/AT/AY/BA/CX/IB/JL/ AS/AT/AY/BA/CX/IB/JL/
MH/QF/QR/RJ/S7/UL MH/QF/QR/RJ/S7/UL
• AA/Non-oneworld • AA/Non-oneworld
• OA Ticket Stock • OA Ticket Stock

REFUNDS
BASIC ECONOMY
Reduction in Frequency(ie. Day of Week), Suspension of Service
AA/AA*/OA Schedule Change - no protection agreement is in place

ADDITIONAL CATEGORIES
Schedule Change results in
Revalidation
change of airport
 Changes after Schedule Change Non-stop or through-flight changes to a
Acceptance connection

Co-Terminals/Multiple Airport Cities

Determining Length of Flight Time Change
AA Prime Flight Only

Brazil ANAC Guidelines MCT Issues (Minimum Connecting Time)

300 Mile Radius Travel Agent Refund processing guidelines

Schedule Change Processing Guidelines

A Schedule Change is a planned change that may occur more than 72 hours prior to the
flight’s scheduled departure. Examples - Change of flight times, change of equipment or
carrier, flight cancellation due to a reduction in frequency, etc.
Whenever this occurs to a ticketed customer's itinerary, American Airlines will try to offer
alternate protection whenever possible, maintaining the original ticketed origin and
destination, including original length of stay.
It is important to note that due to nuances in Schedule Change system processing
between other airlines and different GDS systems, our AA PNR may not always reflect
the most recent other airline schedule change information. For these scenarios, please
continue to follow the indicated guidelines within this policy based on the schedule
change that was received in your agency PNR. Although the other airline schedule
change may not appear in our AA PNR, these flights are still reported to AA for auditing
purposes.
Additionally, American’s automated re-accommodation will queue all received schedule
changes to the booking source for notification. It is the responsibility of the booking
source to notify the customer, acknowledge the schedule change, and reissue the
ticket.

35 days or less prior to the scheduled
departure
For example:
• Schedule Change occurs 60 days
prior to departure – SSR ADTK
message will be added to the PNR
35 days prior to departure
• Schedule Change occurs within 35
days prior to departure – SSR
Automation will send an SSR ADTK for all
Schedule Changes which have not been
accepted and/or the tickets have not been
reissued.
Example:
SSR ADTK YY TKT REISSUE REQUIRED
DUE TO SKCHG BY DDMMM
The DDMMM date is calculated for you –
The ticket should be reissued no later than the
DDMMM date that is indicated in the
SSR ADTK
 ADTK message is added to PNR If by 3 days prior to departure, agency has still
immediately not processed the schedule change, (ie.
reissued the ticket), a debit memo will apply
for non-compliance.

A non-compliance SSR OTHS will be added

to the PNR as shown below:

SSR OTHS YY SKD CHG REISSUE NON

COMPLIANCE 001XXXXXXXXXX

Note: If the only change is to the flight number, the customer does not qualify for
alternate flight re-accommodation or refund. A reissue is not required, and online
check-in will not be affected.

Return to top

SalesLink Self-Service
Saleslink validation for Schedule Change

Saleslink validation for Schedule Changes for wholly AA, or AA*

SalesLink validation

• Login to SalesLink
• Request Type – select “Service”, enter your PNR (6 alpha digits, ie.PQYTXN)
• Waiver Type – select Schedule Change
• Reason Code – select
o Reissue AA Flights or
o Reissue AA Codeshare or
o Reissue–300-Mile
• On the PNR details and VCR details Screen, update both sections
• Update New ticket Endorsement Box: SKCHG or SKCHG/300M
o No other annotation is required

OR

• Reason Code – select Revalidate AA Flights

• On the PNR details and VCR details Screen, update both sections

Return to top
 Schedule Change is 60 minutes or less
General Guidelines
• For Basic Economy – refer to Basic Economy
• If ticketed as a non-stop itinerary, may rebook non-stop or connecting
• Must offer another flight on the same travel day as the affected flight*
• At no time is it acceptable to book on a non-JB, non-oneworld carrier*
• OA*/Codeshare segments are not allowed
o For example:
BA*7053 LHR MAD 915A 1245P
OPERATED BY IBERIA

*Any exceptions to the above guidelines will be listed below

If the overall schedule change was 60 minutes or less, please follow the
suggested rebooking options as described below:

• AA Prime

• Offer another AA Prime flight, maintaining same inventory, same travel day,
and same origin/destination as originally ticketed
▪ If ticketed as a connection, may offer non-stop when same ticketed
inventory is available

• Offer alternate AA*/JB flight, maintaining same or equivalent RBD inventory,

same travel day, and same origin/destination as originally ticketed

• If unable to book for the same day due to the scheduled flight times are not
available, may book the first available flight the day before or day after,
maintaining the same inventory

• AA*(Codeshare)
AA*/JB
Affected flight is operated by a Joint Business Carrier (AY/BA/IB/JL/QF)
 • May offer another flight wholly on AA Prime or AA*/JB, maintaining same or
equivalent RBD inventory, same travel day, and same origination/destination
as originally ticketed

• May rebook the ticketed AA*/JB flight on the operating JB prime flight when
the codeshare equivalent is no longer offered, maintaining the same ticketed
inventory and same routing

• If unable to book for the same day due to the scheduled flight times are not
available, may book the day before or day after, maintaining the same
inventory

AA*/Other
Affected flight is operated by an AA codeshare carrier (which may include
3M/6E/9K/AS/AT/B6/CX/CZ/EI/FJ/G3/GK/HA/JQ/LY/QR/RJ/TN)

• Offer another AA*codeshare flight on the same ticketed operating carrier,

maintaining same inventory, same travel day, and same origin/destination as
originally ticketed
o When the codeshare is no longer offered, you may rebook on the
prime flight of the same ticketed operating carrier, maintaining the
equivalent RBD inventory for the ticketed fare, same travel day, and
same origin/destination as originally ticketed
• Offer alternate AA Prime or AA*/JB flight, maintaining same inventory or
equivalent RBD, for the same travel day, and same origin/destination as
originally ticketed

• AA/OA Prime

AA/JB
Affected prime flight is a Joint Business Carrier (AY/BA/IB/JL/QF)

• Offer another flight on the same ticketed JB prime carrier, maintaining same
inventory, same travel day, and same origin/destination as originally ticketed

• Offer alternate flight on AA Prime or JB Prime flight, maintaining equivalent

RBD inventory for the ticketed fare, same travel day, and same
origin/destination as originally ticketed

• If unable to book for the same day due to the scheduled flight times are not
available, may book the day before or day after, maintaining the same
inventory
 AA/oneworld Prime (non-JB)
Affected prime flight is a oneworld carrier (AS, AT, CX, MH, QR, RJ, S7, UL)

• Offer another flight on the same ticketed oneworld prime carrier, maintaining
same inventory, same travel day, and same origin/destination as originally
ticketed

• Offer alternate flight on AA Prime, AA*/JB, JB Prime, or any prime oneworld

carrier flight that is allowed within the fare rule, maintaining equivalent RBD
inventory for the ticketed fare, same travel day, and same origin/destination
as originally ticketed

AA/Non-oneworld Prime
Affected prime flight involves any other airline with whom AA has an Electronic
Ticket Agreement

• Offer another flight on the same ticketed OA Prime carrier, maintaining same
inventory, same travel day, and same origin/destination as originally ticketed

• If schedule change results in an Invalid Connection, may rebook the AA

segments to have a valid connection with the Other Airline flight segment

• OA Ticket Stock
Note: Always verify the schedule change guidelines with the validating
carrier
• May offer another flight on the same ticketed OA carrier, maintaining same
inventory, same travel day, and same origination/destination as originally
ticketed

• If schedule change results in an Invalid Connection, may rebook the AA

segments to have a valid connection with the Other Airline flight segment

• If the customer prefers a different carrier or alternate route, please refer to the
validating carrier (the carrier that represents the ticket stock)

Return to top
 Schedule Change is greater than 1 hour (61+ minutes)
General Guidelines

• A refund is not permitted for a schedule change less than 241+ minutes
o For all refund qualifications, refer to Refunds
• For Basic Economy – refer to Basic Economy
• May offer co-terminals for AA Prime flights only if the flight times are closer to the
original schedule
• If the customer has chosen an alternate co-terminal airport, they may use that
airport for their continuing or return journey. This change must be made at the
time of original ticket reissue
• May change from a connection to a non-stop
• May add/remove an alternate connecting point within valid fare routing for the
destination on the original ticket
• May offer another flight on the same day or within 1 day before or after the
customer’s affected original departure time*
• AA destinations with less than daily service may book 1st available for that
market before/after the original scheduled flight
o May change their return and/or continuing travel dates on AA or AA*/oneworld®
to match original length of stay, maintaining the same ticketed inventory
• At no time is it acceptable to book on a non-JB, non-oneworld carrier*
• OA*/Codeshare segments are not allowed
o For example:
BA*7053 LHR MAD 915A 1245P
OPERATED BY IBERIA

*Any exceptions to the above guidelines will be listed below

If the overall schedule change was 61 minutes or more, please follow the
suggested rebooking options as described below:

• AA Prime

• Offer any available AA Prime flight, including American Eagle and

affiliates, in the lowest available inventory, up to H for main cabin
• For Premium Cabins, (First, Business, Premium Economy), if the same
inventory is not available, may book the lowest available inventory in the
same cabin as ticketed
▪ If the ticketed cabin is not available, you may downgrade to lower
cabin in any inventory – rebooking to the higher cabin is allowed
when/if the original ticketed cabin becomes available
 • May book within 24 hours of the original departure or up to 7 days before
or after the originally scheduled flight

• May offer co-terminals for AA Prime flights only if the flight times are
closer to the original schedule

• Offer an alternate codeshare flight on AA*/JB, which must be within 1 day

before/after the original departure time, maintaining same
origin/destination as ticketed, in lowest available inventory, up to and
including H for main cabin

• AA*(Codeshare)

AA*/JB
Affected flight is operated by a Joint Business Carrier (AY/BA/IB/JL/QF)

• Offer any available AA*/JB flight, including their affiliates, in the same ticketed
inventory – if the ticketed inventory is not available, may book in the lowest
available inventory of the ticketed cabin, up to and including H inventory for
the main cabin
▪ If the Premium ticketed cabin is not available, you may downgrade to
lower cabin in any inventory – rebooking to the higher cabin is allowed
if/when the original ticketed cabin becomes available

• Offer any available JB Prime flight, in the same ticketed inventory – if the
ticketed inventory is not available, may book in the lowest available inventory
of the ticketed cabin, up to and including H inventory for the main cabin

• May book AA*/oneworld flight or oneworld prime, maintaining same

origin/destination, same ticketed inventory or equivalent RBD inventory for
ticketed fare when booking oneworld prime
Must confirm that you have received a record locator or OSI
acknowledgement from the AA*/oneworld or oneworld prime carrier. If
not, contact the Other Airline directly to inquire

• May book up to 7 days before or after the originally scheduled flight

AA*/Other
Affected flight is operated by an AA codeshare carrier (which may include:
3M/6E/9K/AS/AT/B6/CX/CZ/EI/FJ/G3/GK/HA/JQ/LY/QR/RJ/TN)
• Offer another AA* codeshare flight on the same ticketed operating carrier,
maintaining the same inventory and same origin/destination
 ▪ Must confirm that you have received a record locator or OSI
acknowledgement from the AA*/non-JB carrier. If not, contact the
Other Airline directly to inquire

• May book AA Prime or AA*/JB or JB Prime flight, maintaining same

origin/destination, in the lowest available inventory, same cabin, up to H for
main cabin or equivalent RBD inventory for the ticketed fare when booking JB
Prime

• May book AA*/oneworld flight or oneworld prime, maintaining same

origin/destination, same ticketed inventory or equivalent RBD inventory for
ticketed fare when booking oneworld prime

▪ Must confirm that you have received a record locator or OSI

acknowledgement from the AA*/oneworld or oneworld prime
carrier. If not, contact the Other Airline directly to inquire

• AA/OA Prime

AA/JB
Affected flight is a prime Joint Business Carrier (AY/BA/ IB/JL/QF)

• Offer any available AA Prime, AA*/JB, or JB Prime flight in the same or lowest
available inventory, same cabin, up to and including H inventory for main
cabin

• May book up to 2 days before or after the originally scheduled flight

AA/oneworld Prime (non-JB)

Affected prime flight is a oneworld carrier (AS/AT/CX/MH/QR/RJ/S7/UL)

• Offer another flight on the same ticketed prime carrier, AA Prime, AA*/JB, or
AA*/oneworld, in the equivalent RBD inventory, maintaining same
origin/destination

• If available, may book wholly AA prime flights, replacing OA Prime flights, in

the same inventory or equivalent RBD of the ticketed fare

• Offer any available JB Prime flight, maintaining same origin/destination, in the

equivalent RBD inventory for the ticketed fare
 • Offer any available oneworld prime flight, maintaining same origin/destination,
in the equivalent RBD inventory for the ticketed fare If schedule change
results in an Invalid Connection, may rebook the AA segments to have a valid
connection with the Other Airline flight segment

AA/Non-oneworld Prime
Affected prime flight involves any other airline with whom AA has an
Electronic Ticket Agreement

• Offer another flight on the same ticketed OA Prime carrier, maintaining

same inventory, same travel day, and same origination/destination as
originally ticketed
▪ If original ticketed inventory is not available, must contact that OA
for overbooking, or treat as a voluntary change

• Rebook on valid Other Airline that is allowed within the ticketed fare rule,
maintaining equivalent RBD inventory, same travel day, and same origin
and destination as originally ticketed

• If customer requests alternate carrier not allowed in the fare rules, follow
normal handling processes for voluntary changes(s) including all
applicable collections

• If schedule change results in an Invalid Connection, may rebook the AA

segments to have a valid connection with the Other Airline flight segment

• OA Ticket Stock

Note: Always verify the schedule change guidelines with the validating
carrier

• Offer another flight on the same ticketed OA carrier, maintaining same

inventory, same travel day, and same origin/destination as originally
ticketed

• If schedule change results in an Invalid Connection, may rebook the AA

segments to have a valid connection with the Other Airline flight segment

• If the customer prefers a different carrier or alternate route, please refer to

the validating carrier (the carrier that represents the ticket stock)
Return to top

Basic Economy

Effective February 23, 2021, the Basic Economy product was redefined as Basic
Economy (BESH) or Basic Plus Bag (BELH). Although the rules may have changed
slightly, the rebooking process for schedule change has not changed.

Follow the General Guidelines based on the length of flight time change. See
exceptions below:

• AA Prime flights must be rebooked in B inventory for ALL Basic Economy fare
types
• AA destinations with less than daily service may book the 1st available flight
before/after the affected flight and it must be booked in B inventory only
• AA*/JB flights with a schedule change that is 60 minutes or less may book 1st
available flight before/after the affected flight and it must be booked in the original
ticketed inventory.
• AA*/JB flights with a schedule change that is greater than 1 hour (61+ minutes)
may book the 1st available flight before/after the affected flight in the original
ticketed inventory or up to H inventory is allowed
▪ It is okay to book the JB Prime up to H inventory when the AA*/JB flight no
longer exists, or when the JB flight was ticketed as a Prime flight

Basic Economy fares booked in "B" class must remain in "B" class when eligible for
self-service rebooking due to unacceptable schedule change. If "B" class is unavailable,
please find an alternate flight where B class is available.

Changes after Schedule Change Acceptance

Rebooking:
Once the agency has accepted the schedule change and either:

• Reissued the ticket for the schedule change annotating SKCHG in the
Endorsement Box –OR-
• Revalidated the ticket for schedule change using SalesLink - Schedule Change –
OR-
• Revalidate AA Flights or AA Auto-Revalidated the ticket

Then, the agency may exchange the ticket by annotating SKCHG in the Endorsement
Box under the following conditions:

• The original exchange is unacceptable to the customer

• If a customer was protected beyond their original travel time or date and an
earlier flight becomes available
• A subsequent schedule change occurs
–OR–
• The agency may refund the exchanged ticket if the original Schedule Change
met the parameters for refund. See Travel Agency Refund Processing
Guidelines

Return to top

Reduction in Frequency(ie. Day of Week) / Suspension of Service

General Guidelines

If the Schedule Change is due to an AA, AA*/Codeshare, or AA/OA Prime* Reduction in

Frequency (Day of Week), Suspension of Service, or withdrawal from a market, and No
Protection Agreement is in place, Travel Agent may rebook as follows:

AA Prime, or AA*/Codeshare

• Offer the 1st available flight before/after the affected flight, using the same
ticketed operating carrier, same origin/destination, and maintaining same
inventory as ticketed
• Offer the 1st available flight before/after the affected flight the affected, using AA
Prime, AA*/JB, or JB Prime (AY/BA/IB/JL/QF), maintaining same
origin/destination, and may book in the lowest available inventory, up to and
including H in the main cabin
 • Offer to reroute customer same day via an alternate connecting city or next
available connecting or non-stop flight. May book the first available connecting
flight the next day if new flights require an overnight
• AA destinations with less than daily service; may book 1st available flight
before/after the original scheduled flight for that market
• Offer alternate AA*/codeshare flight, maintaining same inventory and same
origin/destination as ticketed
• When no other AA* flight exists, it is ok to book on the original Operating
Carrier’s Prime Flight in the equivalent RBD for the ticketed fare
▪ RBD is the booking code validation/inventory specific to the ticketed fare
• If AA/AA* codeshare/JB Prime flights are no longer offered, it is ok to book on
an ‘other’ airline as:
▪ oneworld Prime, must be allowed within the ticketed fare rule and the
correct RBD inventory for that carrier must be used
▪ OA Prime (non-JB, non-oneworld), must be allowed within the ticketed
fare rule and the correct RBD inventory for that carrier must be used
▪ Travel Agent should ensure a record locator is received from the other
airline prior to ticket exchange

*AA/OA Prime included in Itinerary:

If the original ticketed Other Airline prime segment results in an invalid connection or no
longer offers that service, and no protection agreement is in place, Travel Agent:

• May rebook on valid Other Airline that is allowed within the ticketed fare rule,
maintaining equivalent RBD inventory, same travel day, and same origin and
destination as originally ticketed
▪ AA must have a valid interline agreement with this secondary carrier and
the new segment(s) booking class must be valid for the fare ticketed.
▪ If RBD inventory is not available, must treat as voluntary change or
refund
• Must confirm that you have received a record locator or OSI acknowledgement
from the Other Airline. If not, contact the Other Airline directly to inquire

ADDITIONAL CATEGORIES

Revalidation
Revalidation can only occur on American and American Eagle Prime flights and is not
applicable if any part of the itinerary involves codeshare space. Typically, the AA
Reaccom tool will revalidate eligible itineraries through automation and will send an
SSR advising a reval has been performed. For example:
For schedule changes which occurred prior to January 16, 2022:
 • ATTN AGY TKT ALREADY REVAL BY AA PER SCHD CHNG ddmmm (date)
For schedule changes which occur on/after January 16, 2022:
• ATTN AGY TKT REVALD FOR AA FLIGHTS ONLY PER SKD CHG ddmmm
(date)
This action does not prevent the agency from revalidating again should the customer
find the change unacceptable.
Travel Agent Guidelines for Revalidation
When the customer does not accept the new itinerary, the itinerary may be changed
according to Schedule Change guidelines as provided in this document. Once the
itinerary is changed, the ticket may be revalidated via SalesLink.
Tickets Eligible for Revalidation:
• American and American Eagle® prime flights only
• Change in flight number
• Change in flight departure/arrival time
▪ City pair and inventory must remain the same
• Change of date
▪ 1st available flight as close to the original departure time as possible may
fall on different date due to last flight in/first flight out, or reduction in
frequency

Return to top

Determining Length of Flight Time Change

The flight time change is determined by the length of delay to the new connecting flight
and its overall effect on the total directional travel time which may be unacceptable to
the customer, per the example:
Example:
1 AA3266L 27MAY Q CIDORD WK2 245P 400P HRS /DCAA*FISXZF /E
2 AA3661L 27MAY Q CIDORD*SC2 1115A 1230P HRS /DCAA*FISXZF /E
3 AA2610L 27MAY Q ORDTUS WK2 515P 657P HRS /DCAA*FISXZF /E
4 AA 712L 27MAY Q ORDTUS*SC2 713P 859P HRS /DCAA*FISXZF /E

• Customer was leaving at 2:45pm and arriving at 6:57pm

= Total travel time of 4 hrs and 12 min
• Now the customer is leaving at 11:15am and arriving at 8:59pm
= Total travel time of 9hrs and 47 min.
Even though neither of the flights changed by greater than 4 hours, the total directional
travel time was affected by more than 4 hours, which makes the ticket eligible for
refund.

Return to top

Schedule Change results in change of airport

There may be times when a customer is protected to/from an alternate airport when
there are no other options to the customer's ticketed origin/destination. This automation
process is designed to provide the customer with a confirmed reservation on another
flight, instead of leaving them without any protection.

When this occurs, and the customer does not accept the provided protection, you may:

• Offer an alternate flight to the same protection city (must be on AA Prime)

▪ If the protection offered was booked on OA*/AA, the alternate flight must
be booked as OA*/AA
• Offer an alternate airport within a 300-mile radius from the original affected flight
• Offer the customer a refund

Return to top

300 Mile Radius

There may be times when a schedule change occurs that is unacceptable to the
customer. If there are no acceptable options to the customer’s original ticketed AA or
AA*/JB origin/destination, agency may rebook to an alternate AA, AA*/JB, or JB Prime
airport that is within a 300-mile radius of the affected ticketed city and within the same
country.
Rebooking to an alternate airport is allowed only under the following conditions:

• Service to the ticketed airport has been discontinued

• The Schedule Change is greater than 1 hour (61+ min)
• The Schedule Change creates an invalid connection
• The Schedule Change creates an extended connection time that is greater than
4 hours (241+ minutes)
▪ Please note that if there is a valid connection within the same
origin/destination with an arrival time within 1 hour of the original ticketed
schedule, 300-Mile Radius does not apply
• The Schedule Change creates an involuntary overnight at a connection city
 • The Non-Stop flight changes to a connection and the new routing within a 300-
mile radius offers a Non-stop

Rebooking guidelines:

• If the customer has chosen an alternate airport, they may use that airport for their
continuing or return journey – this option must occur at the time of the exchange
• The new flight must be rescheduled for the same ticketed date of travel, but
may be earlier or later than the original scheduled departure time
• Book the same or lowest available inventory, same cabin, up to and including H
inventory for the main cabin
• If unable to book in the same cabin as originally ticketed, an alternate flight must
be selected
• Endorsement Box requirement – SKCHG/300M

Return to top

Flight changes from non-stop or through-flight to a connection

• Follow the ‘Schedule Change is greater than 1 hour guidelines

Co-Terminals/Multiple Airport Cities - AA Prime Flight Only

Customers who are traveling to/from a co-terminal location may be changed to an

alternate co-terminal airport, if requested, for AA Prime or AA*/Codeshare segments
only, provided the flights times are closer to the original schedule. The use of other
airline prime flights are not allowed.

Co Terminals Multiple Airport Cites

(MAC)
• DCA-IAD
• HOU-IAH
• BWI - WAS (DCA, IAD) • JFK-LGA
• FLL – MIA • LGW-LHR-STN-LCY
• SFO – SJC - OAK • UVF-SLU
• LAX - ONT - BUR – SNA - LGB • CDG-ORY
• EWR - NYC (JFK, LGA) • HND-NRT
• HOU – IAH • MDW-ORD
• DFW-DAL
 • LIN-MXP

Return to top

MCT Issues (Minimum Connecting Time)

On occasion, the minimum connecting time will change for a given city. When this
happens, a Schedule Change will not be processed, however, the itinerary will now
reflect Invalid Minimum Connecting Time (MCT) – AA or AA* (any AA Codeshare)

When this occurs on American, American Eagle®, or AA* (any AA Codeshare)

Itineraries, may use the guidelines for Schedule Change is greater than 1 hour
Also, when the schedule change results in an invalid connection and the minimum
connecting time can no longer be met, may use the guidelines for Schedule Change
is greater than 1 hour
Return to top

Refunds

When a customer requests a refund due to an unacceptable Schedule Change, the

refund should be processed via your GDS. For eligible tickets, the waiver code for a
schedule change refund is: SCRFND

Refer to Travel Agency Refund Processing for more information

Determine eligibility for refund below:

Schedule Change is 240min (4 hours) or less:

• Refund is NOT allowed

• Refundable fares with a cancellation fee – May refund to original form of payment
(FOP) minus the cancellation fee

Note: Valid Tickets originally issued prior to April 8, 2020 are eligible for refund if they
had a schedule change of 60 minutes or more.
Schedule Change is greater than 4 hours (241+ minutes)

If the overall directional schedule change was 241 minutes or greater, you may:
 • Refund to Original Form of Payment – as long as customer was Holding
Confirmed (HK) prior to the change

Schedule Change results in the change from a Non-stop or Through-flight to a

Connection

If the non-stop flight changes to a connecting flight, with no other similar non-stop
alternatives, you may:

• Refund to Original Form of Payment – as long as customer was Holding

Confirmed (HK) prior to the change

Schedule Change results in a Change to the Operating Carrier

For example, if the flight changes from AA*/IB operated to an AA*/BA operated flight, or
from AA to AE (American to American Eagle), you may:

• Refund to Original Form of Payment – as long as customer was Holding

Confirmed (HK) prior to the change

Note: This does not include a change to the type of equipment

Schedule Change is due to an AA or AA*/Codeshare Reduction in Frequency (Day of

Week), Suspension of Service, or withdrawal from a market

For example, if the ticketed flight changes from operating daily to operating 3 times a
week, or if the schedule reduces from 3 days a week down to two, or a market
suspension is introduced, or the flight is no longer operating due to withdrawal from the
market, you may:

• Refund to Original Form of Payment – as long as customer was Holding

Confirmed (HK) prior to the change

Schedule Change results in a change of Airport

• Refund to Original Form of Payment – as long as customer was Holding

Confirmed (HK) prior to the change

A schedule change which results in an invalid connection due to the minimum

connecting time (MCT) standard is no longer met

This type of schedule change is considered an illegal connection. When invalid

connections occur and there is no connecting flight on the same day that allows for a 4
hour or less change to their total directional travel time, you may:
 • Refund to Original Form of Payment – as long as customer was Holding
Confirmed (HK) prior to the change

A Schedule Change which results in a change of the ticketed cabin (downgrade)

For example, if the customer was ticketed for First Class and was downgraded to
Business Class or was ticketed for Premium Economy and was changed to Main Cabin,
you may:

• Refund to Original Form of Payment – as long as customer was Holding

Confirmed (HK) prior to the change
o This includes the whole ticket (no longer using the ticket)
• Submit ticket(s) for partial refund adjustment post-travel for the affected
downgraded segment

For Refund requests on partial tickets, including just the downgraded segment, Travel
Agent may process by:

• ARC Agencies: submit ticket to American Airlines Refunds for downgrade refund
• BSP Agencies: submit the Refund Application (RA) form through BSPLink, add
downgrade information to the comments on the RA

Note: If the passenger has accepted a compensation voucher at the airport for the
downgrade or for the inconvenience of the downgrade and the passenger travels on
that ticket (ticket is now used) and now the passenger is requesting additional
compensation for the downgrade, please direct them to Customer Relations.

Travel Agency Refund Processing Guidelines

Travel Agency Refund Processing Instructions

Once the agency has accepted the schedule change and either:

• Reissued the ticket for the Schedule Change annotating SKCHG in the
endorsement box – or –
• Revalidated the ticket for schedule change using SalesLink – Schedule
Change -Revalidate AA Flights – or -
• AA Auto Revalidated the ticket

and the customer decides not to travel; A Refund is permitted if the original
schedule change meets any of the refund guidelines listed above and the customer
was Holding Confirmed (HK) at the time of the change
U.S. agencies International IATA agencies
processing through ARC processing through BSPLink
Process refund through your GDS
If unable to refund through your GDS,
you may process in your ARC/IAR
Refund Detail Screen:
• Input the waiver code:
➢ SCRFND
• For assistance, contact the ARC Help •
Desk at 855-816-8003
Return to top
Updated: October 2022
Process refund through your GDS
If necessary, you may submit a BSP
Refund Application (RA):
• Input the Reason for Refund and the
waiver code:
➢ SCRFND
For instructions on how to access
IATA and use BSPLink, contact the
local IATA/BSP office