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American Airlines


Customer service and contingency plans

Customer service plans

American Airlines and American Eagle are in business to provide safe, dependable and friendly air transportation to our customers, along with numerous related services. We’re dedicated to make every flight you take with us something special. Your safety, comfort and convenience are our most important concerns.

In June 2007, American Airlines and other members of the Air Transport Association submitted service plans addressing particular issues of consumer interest to the Department of Transportation (DOT).

In September 1999, American Airlines and American Eagle submitted their joint Customer Service Plan to the DOT.

Customer service plan 

Tarmac delay contingency plan – U.S. airports

Every American Airlines, Envoy, PSA and Piedmont team has a comprehensive contingency plan to respond to lengthy tarmac delays at U.S. airports.

Each plan:

Ensures we’ll have adequate resources available to meet your needs

Names a control person to coordinate local teams and communicate with central operations centers

At each U.S. airport we serve, plans are coordinated with:

Local airport authorities

Transportation Security Administration (TSA)

U.S. Customs

Border Protection at each U.S. airport regularly used for international flights

We also have plans with designated diversion airports that will make reasonable efforts to share facilities and make gates available to us and other carriers in an emergency.

Unless otherwise noted, marketed international and / or codeshare flights (AA flight number operated by another carrier) follow their own tarmac delay contingency plan. This contingency plan is explicitly separate from and not a part of these carriers' contract of carriage.

Limits of lengthy onboard ground delays

Lengthy onboard ground delays can take place both during taxi-out (prior to departure) and taxi-in (after landing). During these phases of travel, these limits apply:

For domestic flights, American Airlines, Envoy, PSA and Piedmont will not permit an aircraft to remain on the tarmac at a U.S. airport for more than three hours without providing passengers an opportunity to deplane.

For international flights departing from or arriving at a U.S. airport, American Airlines, Envoy, PSA and Piedmont will not permit an aircraft to remain on the tarmac at a U.S. airport for more than four hours without providing passengers an opportunity to deplane.

Delays longer than these time limits may be necessary if:

The pilot-in-command determines that permitting a passenger to deplane would jeopardize passenger safety or security.

Air traffic control advises the pilot-in-command that returning to the gate or another disembarkation point elsewhere in order to deplane passengers would significantly disrupt airport operations.

Passenger services during a lengthy onboard ground delay

For all flights experiencing a lengthy ground delay at a U.S. airport, American Airlines, Envoy, PSA and Piedmont will:


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