Five Star Service™ terms and conditions

Updated April 1, 2020

Terms and conditions applicable to all Five Star Service™ products

Five Star Service™ products are available only to customers with confirmed and ticketed travel in First or Business on a qualifying flight marketed and operated by American or a oneworld® alliance partner airlines on at least one (1) segment of the customer’s itinerary on the day Five Star Service is to be provided. Five Star Service reservations must be made at least twenty four (24) hours in advance for U.S. locations and forty-eight (48) hours in advance for locations outside of the U.S. Customers using Five Star Service products must be at least eighteen (18) years of age or accompanied by an adult. Additional charges are applicable for all children under the age of eighteen (18).

Five Star Service

Flight reservations with itineraries involving oneworld® alliance partner airlines may be accepted if an American Airlines representative has full access to the partner carrier’s operation, as permitted by local regulations and authorities.

Five Star Service products are priced, sold, and confirmed based on a pre-defined party size provided at the time a reservation is made. Additional fees apply for parties over five (5) people, including additional charges for a Five Star Service greeter for each five (5) people in a party. Pricing for Five Star Service is subject to change or update without notice. During times of peak demand, American Airlines may opt at its discretion to decline additional bookings for Five Star Service. American Airlines reserves the right to charge for any additional customers, including by charging the original form of payment. All applicable standard excess baggage fees, ticket fees, change fees, additional collections, and any other fees customarily charged by American Airlines apply. Customers and / or agencies purchasing Five Star Service products are responsible for all value-added taxes that apply based on the point of service.

Customers and / or agencies purchasing Five Star Service products must provide all customer information necessary for American Airlines to coordinate and deliver Five Star Service. Requests for reservations with incomplete customer information will not be confirmed. Each customer’s contact information is required at least six (6) hours before the scheduled Five Star Service, otherwise service is not guaranteed and is non-refundable. Missed Five Star Service due to incomplete, inaccurate, or missing information, or unanswered phone calls, will not be eligible for refunds. The customer and / or agency purchasing Five Star Service products is responsible for timely informing the Five Star Service booking desk of voluntary changes to the original itinerary.

Customers must adhere to American Airlines minimum standard check-in times or the flight itinerary is subject to cancellation. The service fee is non-refundable for cancellations received less than twelve (12) hours before scheduled service. Requests for full or partial refunds for failure to provide the service as originally booked will be reviewed on a case-by-case basis. For Five Star™ Private Departure, if a customer arrives earlier than the stated time and an American Airlines representative is not available until the later expected arrival time, this would not constitute a “service failure,” and American Airlines will not issue a partial or full refund. American Airlines may opt at its discretion to cancel any Five Star Service products without issuing a refund if the customer fails to show within twenty (20) minutes of scheduled arrival time at the airport.

Check-in and arrival

American Airlines provides Five Star Service products at select airports and locations are subject to change.

Five Star Service

Five Star Service assistance is subject to local airport hours of operation. American Airlines is unable to provide a greeter name to the customer and / or agency more than twenty-four (24) hours prior to the scheduled service time. Specific greeters are not guaranteed. Greeter name and day-of-travel contact information remain subject to change. In the event a flight delay or cancellation results in re-accommodation on another airline, a Five Star Service representative will personally escort the customer to the other airline and, if current demand for staffing permits, accompany the customer until the new flight departs. For any Five Star Service eligible for a Five Star Service greeter, if the customer is arriving on another airline due to re-accommodation as a result of a delay or cancellation caused by American Airlines, a Five Star Service representative will meet the customer’s flight when possible. If a customer chooses to leave the airport between connecting flights, American Airlines reserves the right to charge an additional Five Star Service transaction fee, equal to the fee the customer initially paid for Five Star Service, upon the customer’s return to the airport for the customer’s connecting flight, and American Airlines reserves the right to charge the original form of payment for the additional transaction fee.

Admirals Club® access will be provided at the point of departure where the Five Star Service product is purchased. Admirals Club terms and conditions apply.

When an Admirals Club lounge is not available at the point of departure, American Airlines may provide accommodation at another airport lounge facility based upon availability. In the situation of interline connection service for a oneworld® alliance partner airline carrier’s flight, American Airlines does not guarantee access to another airline’s lounges.

Five Star Service does not include the physical handling of carry-on or checked baggage, including with respect to customers who have purchased private car transfer services. If baggage assistance is required, American Airlines staff will coordinate assistance with local porters who provide these services, where available. Any porter fees and / or gratuities are the responsibility of the customer.

Escort through customs and / or immigration may be provided when American Airlines has access to these secure areas of the airport. The Five Star Service representative cannot expedite access to, or the processing by, airport security, customs, or immigration.

Use of any Five Star Service product is subject to all rules, terms, and conditions set by American Airlines, including, without limitation, all policies set forth in these terms and conditions. American Airlines reserves the right to modify any or all rules, terms, and conditions at any time without notice. Such modifications shall be effective immediately and incorporated into these terms and conditions. Your continued use of any Five Star Service product shall be deemed an acceptance thereof.

AMERICAN AIRLINES IS NOT RESPONSIBLE FOR PRODUCTS OR SERVICES SEPARATELY OFFERED BY THIRD PARTIES AND MADE AVAILABLE IN CONNECTION WITH THE FIVE STAR SERVICE PRODUCTS, INCLUDING PRODUCTS AND SERVICES OFFERED BY PS AND / OR BLADE.

American Airlines’ treatment of your information, including information about you that American Airlines receives from PS and / or BLADE, will be in accordance with American Airlines’ privacy policy.

Privacy policy

American Airlines may change its privacy policy from time to time without prior notice to you. American Airlines is not responsible for PS and / or BLADE’s use of your information, including information about you that American Airlines provides to PS and / or BLADE. American Airlines is not responsible for any marketing activities conducted by PS and / or BLADE.

While American Airlines takes reasonable steps to safeguard and prevent unauthorized access to your private information, American Airlines cannot be responsible for the acts of those who gain unauthorized access, and American Airlines makes no warranty, express, implied, or otherwise, that it will prevent unauthorized access to your private information. IN NO EVENT SHALL AMERICAN AIRLINES OR ITS AFFILIATES BE LIABLE FOR ANY DAMAGES (WHETHER CONSEQUENTIAL, DIRECT, INCIDENTAL, INDIRECT, PUNITIVE, SPECIAL, OR OTHERWISE) ARISING OUT OF, OR IN ANY WAY CONNECTED WITH, A THIRD PARTY‘S UNAUTHORIZED ACCESS TO YOUR INFORMATION, REGARDLESS OF WHETHER SUCH DAMAGES ARE BASED ON CONTRACT, STRICT LIABILITY, TORT, OR OTHER THEORIES OF LIABILITY, AND ALSO REGARDLESS OF WHETHER AMERICAN AIRLINES WAS GIVEN ACTUAL OR CONSTRUCTIVE NOTICE THAT DAMAGES WERE POSSIBLE.

If any part of these terms and conditions is held invalid or unenforceable, that portion shall be construed in a manner consistent with applicable law to reflect, as nearly as possible, the original intentions of you and American Airlines, and the remaining portions shall remain in full force and effect. American Airlines’ failure to enforce any right or provision in these terms and conditions shall not constitute a waiver of such or any other provisions. American Airlines shall not be responsible for failures to fulfill any obligations due to causes beyond its control.

While the Five Star Service program is available to all customers holding confirmed and ticketed flights on a qualifying itinerary, the Five Star Service program is not intended to be utilized in lieu of standard methods of assistance for those requiring special assistance due to disability. Customers with medical or disability-related requirements or needs should contact American Airlines Reservations at 800-433-7300 to discuss any medical or disability-related needs requiring additional assistance.

Special assistance

Law and forum

THESE TERMS AND CONDITIONS SHALL BE GOVERNED BY AND CONSTRUED ACCORDING TO THE INTERNAL LAWS OF THE STATE OF TEXAS, WITHOUT REGARD TO CONFLICTS OF LAWS PROVISIONS THEREIN AND EXCLUDING THE APPLICATION OF THE UNITED NATIONS CONVENTION ON THE INTERNATIONAL SALE OF GOODS OF 1980. ANY SUIT, ACTION, OR PROCEEDING WITH RESPECT TO THESE TERMS AND CONDITIONS SHALL BE BROUGHT IN THE DISTRICT COURT OF THE STATE OF TEXAS, COUNTY OF TARRANT, OR IN THE UNITED STATES DISTRICT COURT FOR THE NORTHERN DISTRICT OF TEXAS, FORT WORTH DIVISION, AND YOU HEREBY SUBMIT, AND IRREVOCABLY WAIVE ANY OBJECTION THAT YOU MAY NOW OR HEREAFTER HAVE, TO THE EXCLUSIVE JURISDICTION AND VENUE OF SUCH COURTS FOR THE PURPOSE OF ANY SUCH SUIT, ACTION, OR PROCEEDING. YOU HEREBY FURTHER IRREVOCABLY WAIVE ANY CLAIM THAT ANY SUCH SUIT, ACTION, OR PROCEEDING BROUGHT IN EITHER SUCH COURT HAS BEEN BROUGHT IN AN INCONVENIENT FORUM. YOU AGREE AND UNDERSTAND THAT YOU WILL NOT BRING AGAINST AMERICAN AIRLINES GROUP, INC., AMERICAN AIRLINES, INC., OR ANY OF ITS AFFILIATED ENTITIES, AGENTS, DIRECTORS, EMPLOYEES, AND / OR OFFICERS ANY CLASS ACTION LAWSUIT RELATED TO YOUR ACCESS TO, DEALINGS WITH, OR USE OF THE FIVE STAR SERVICE PROGRAM.

No warranty by American Airlines

American Airlines may alter, change, cancel, or improve the Five Star Service program at any time and without notice. American Airlines makes no representations or warranties as to the Five Star Service program services, except as expressly stated herein.

YOUR USE OF THE FIVE STAR SERVICE PROGRAM IS AT YOUR OWN RISK. THE SERVICES ARE PROVIDED “AS IS” AND WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF EXPECTATION OF PRIVACY, FITNESS FOR A PARTICULAR PURPOSE, MERCHANTABILITY, NON-INFRINGEMENT, OR TITLE. IN NO EVENT SHALL AMERICAN AIRLINES OR ITS AFFILIATES BE LIABLE FOR ANY DAMAGES (WHETHER CONSEQUENTIAL, DIRECT, INCIDENTAL, INDIRECT, PUNITIVE, SPECIAL, OR OTHERWISE) ARISING OUT OF, OR IN ANY WAY CONNECTED WITH, THE USE OF OR INABILITY TO USE THE FIVE STAR SERVICE PROGRAM OR FOR ANY OF THE SERVICES OBTAINED THROUGH OR OTHERWISE IN CONNECTION WITH THE FIVE STAR SERVICE PROGAM, IN EACH CASE REGARDLESS OF WHETHER SUCH DAMAGES ARE BASED ON CONTRACT, STRICT LIABILITY, TORT, OR OTHER THEORIES OF LIABILITY, AND ALSO REGARDLESS OF WHETHER AMERICAN AIRLINES WAS GIVEN ACTUAL OR CONSTRUCTIVE NOTICE THAT DAMAGES WERE POSSIBLE.

American Airlines neither warrants nor represents that your use of the Five Star Service program will not infringe upon the intellectual property rights of third parties. Because American Airlines provides services and products in many parts of the world, the Five Star Service program may refer to certain goods, products, and / or services that are not available in your area. A reference to goods, products, and / or services without limiting their geographic scope does not imply that American Airlines offers or intends to offer those goods, products, and / or services in all locations.

Your indemnity obligation

You agree to indemnify, defend, and hold harmless American Airlines, its affiliates or any of their respective directors, officers, employees, agents, contractors, or licensors from and against any and all claims, demands, proceedings, suits, and actions, including any related liabilities, obligations, losses, damages, deficiencies, penalties, taxes, levies, fines, judgments, settlements, expenses (including legal and accountants' fees and disbursements), and costs (collectively, “Claims”), based on, arising out of or resulting from your use of the Five Star Service program, including, without limitation, any Claims alleging facts that if true would constitute your breach of these terms and conditions.

Terms and conditions for specific Five Star Service™ products

Five Star™ Select

American Airlines currently provides Five Star Select products, including Flagship® First Dining, at select airport locations and are subject to change.

Flagship® First Dining is not available at Chicago O’Hare (ORD). Five Star Select products hours for availability may vary based on individual airport procedures.

Five Star Select

Access to Flagship®: First Check-In is available, but American Airlines cannot guarantee expedited airport security screening.

Vehicle transfer service is not guaranteed, but is determined by vehicle availability and gate proximity.

Five Star™ Private Arrival

Five Star Private Arrival services are available at Los Angeles (LAX) only.

To enhance the speed and smoothness of your Five Star Private Arrival at the private terminal, if there are any changes to your party, driver, vehicle, or baggage information, please call 877-578-2702. If you need to reach out to PS security gate directly, please call 310-433-7808.

Please display your government issued photo ID and passport to the agent as you begin the customs and / or immigration process in our private screening area. Visit the TSA website for information regarding approved forms of identification.

TSA security screening Opens another site in a new window that may not meet accessibility guidelines.

Our policies for carry-on bags, checked bags apply to all customers including ConciergeKey℠ AAdvantage® elites.

There are some items that are only allowed in checked bags or your carry-on. Check to see how to pack and travel with restricted items.

Restricted items

If you would like to skip baggage claim and / or transporting your checked bags, BAGS VIP Luggage Delivery will deliver your bags at no additional cost to your home or destination within the greater Los Angeles area.

Bag delivery service

The Private Suite (PS) is a private club operated by an independent third party. Five Star Service customers must comply with all PS policies, terms, and conditions.

PS Terms and conditions Opens another site in a new window that may not meet accessibility guidelines.

Prior to arriving at PS, passengers, drivers, and vehicles identifying information must be provided.

U.S. Customs and Border Protection agents will be provided for international passengers using Five Star Private Arrival services.

Five Star™ Private Departure

Five Star Private Departure services are available at Los Angeles (LAX) only.

For the full experience of the Five Star Private Departure service with checked luggage, we recommend you arrive to PS ninety (90) minutes prior to departure for domestic flights and one-hundred and twenty (120) minutes prior to departure for international flights.

The Private Suite (PS) is a private club operated by an independent third party. Five Star Service customers must comply with all PS policies, terms, and conditions.

PS Terms and conditions Opens another site in a new window that may not meet accessibility guidelines.

Prior to arriving at PS, passengers, drivers, and vehicles identifying information must be provided. PS reserves the right to decline service to any person.

Baggage will be handled, taken to the airport and loaded onto the plane by PS employees. If a passenger has a registered gun they would like to check, they will be shuttled to airport security and must go through standard processing procedures.

Private car transfer

Private car transfer services are available as an add-on to any Five Star Service products. Private car transfer services are only available at New York Kennedy (JFK). Customers who purchase private car transfer services will be picked up plane-side and transported to a designated remote location. Customers are responsible for arranging for pick-up of any checked baggage at baggage claim.

BLADE

Helicopter services are provided independently by BLADE. BLADE helicopter services are booked separately from other Five Star Service products. Customers who purchase BLADE helicopter services have an option to add on Five Star Service. Such Five Star Service add-on includes vehicle transfer services. Customers who purchase such Five Star Service add-on will be picked up plane-side by an American Airlines representative and escorted via private Cadillac to the BLADE helicopter.

Customers must book and pay for BLADE helicopter services and the Five Star Service add-on through the BLADE website.

Make a reservation with BLADE Opens another site in a new window that may not meet accessibility guidelines.

Pricing for BLADE helicopter services and Five Star Service add-on is subject to change. All refunds will be handled through BLADE.

American Airlines is not responsible for any refunds in connection with Blade helicopter services. Car seats are available upon request. Non-revenue passengers, codeshare passengers, and zonal employee discount passengers are authorized to use BLADE helicopter services but are not authorized to purchase the Five Star Service add-on.

BLADE helicopter services are provided by an independent third party. AMERICAN AIRLINES IS NOT RESPONSIBLE FOR THE SAFETY OF BLADE HELICOPTER SERVICES. USE OF BLADE HELICOPTER SERVICES IS AT YOUR OWN RISK. IN NO EVENT SHALL AMERICAN AIRLINES OR ITS AFFILIATES BE LIABLE FOR ANY DAMAGES (WHETHER CONSEQUENTIAL, DIRECT, INCIDENTAL, INDIRECT, PUNITIVE, SPECIAL, OR OTHERWISE) ARISING OUT OF, OR IN ANY WAY CONNECTED WITH, THE USE OF OR INABILITY TO USE BLADE HELICOPTER SERVICES REGARDLESS OF WHETHER SUCH DAMAGES ARE BASED ON CONTRACT, STRICT LIABILITY, TORT, OR OTHER THEORIES OF LIABILITY, AND ALSO REGARDLESS OF WHETHER AMERICAN AIRLINES WAS GIVEN ACTUAL OR CONSTRUCTIVE NOTICE THAT DAMAGES WERE POSSIBLE.

Five Star Service customers must comply with all of the BLADE policies, terms and conditions.

BLADE currently operates at Los Angeles (LAX) and New York Kennedy (JFK) and is subject to change.