Customer Service Plan

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 are dedicated to making 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 agreed to prepare and submit to the Department of Transportation (DOT) service plans addressing particular issues of consumer interest.

American Airlines and American Eagle submitted their joint Customer Service Plan to the DOT on September 15, 1999.

Please see the complete Customer Service Plan.

Contingency Planning

Providing for the essential needs of our customers during flight irregularities is a key component of our customer service philosophy and commitment.

Every American Airlines and American Eagle U.S. airport team has a comprehensive contingency plan in place to respond to operational challenges. Each of these plans was developed in coordination with local airport authorities and other airlines serving the airport. Each plan ensures we will have adequate resources available, and designates a control person to coordinate the activities of the local team, as well as to communicate with our central operations center.

Our plans stipulate that when a flight experiences a lengthy tarmac delay, customers will be offered snack food and potable water no later than two hours following gate departure or flight touchdown. Should a customer require urgent medical attention at any time, assistance will be provided. If aircraft lavatory servicing becomes necessary, this will be accomplished as soon as conditions will safely allow. On domestic flights customers will be given the opportunity to deplane the aircraft before the ground delay exceeds three hours. On international flights operated by American Airlines or American Eagle, customers will be given the opportunity to deplane before the delay exceeds five hours. For AA codeshare flights operated by non U.S. carriers, these delay time limits do not apply.

At American Airlines and American Eagle, the safety and comfort of our customers is always an important priority, especially during flight delays. We are confident our contingency plans will lessen your inconvenience.

Conditions of Carriage

Please see the full Conditions of Carriage for details regarding your rights and American Airlines' responsibilities.

AMR Reports On Social Responsibility

American Airlines is the first domestic airline to have a fully-integrated, triple-bottom-line record of its corporate citizenship, economic impact and environmental performance. The Corporate Responsibility Report (CRR) represents the company's efforts to include a more in-depth look at the social and economic aspects of the airline.

The report meets the Global Reporting Initiative (GRI) Level C reporting, which produces one of the world's most prevalent standards for sustainability reporting - also known as ecological footprint - guidelines.

Through its CRR, American aims to provide a clear picture of its commitment to being a responsible corporation and describe the steps it is taking to meet the commitments made to the company's many constituencies. The report also highlights how AMR's employees demonstrate genuine care and citizenship in communities around the world beyond compliance with government rules and regulations.

Download the full Corporate Responsibility Report in PDF format.