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Transportation e- and paper Voucher / vouchers / "MCO" FAQ and master thread

Old Jun 13, 2013, 6:55 am
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Last edit by: Prospero
Transportation Voucher, "MCO" FAQ

Transportation eVouchers
Link to aa.com eVouchers Terms and Conditions page
Link to aa.com eVoucher page

General Information
Glossary: MCO - Miscellaneous Charges Order

AA issues e-vouchers to those in US 50 states, US Virgin Islands and Puerto Rico as of 28 Nov 2019. Printed green vouchers are still used for those residing elsewhere at this time.

Transportation vouchers issued by American Airlines or American Eagle are valid for travel on American Airlines, American Eagle and American Airlines codeshare flights (AA*).

These vouchers are also valid for travel on oneworld itineraries (including oneworld affiliates that must be booked as a codeshare flight marketed by a oneworld carrier) where American Airlines or American Airlines codeshare flights (AA*) is the international carrier.

Note: For oneworld itineraries, international flights are defined as transatlantic, transpacific and flights to and from South America. Flights to and from Alaska, Canada, Mexico, Caribbean, or Central America are not included.

Travel agents may accept American Airlines vouchers (042/043) for full or partial payment for a ticket as an "exchange" document/ticket. If the voucher is less than the ticket the additional monies are collected. If the voucher exceeds the ticket cost an MCO will be issued for the difference as a residual indicating non-refundable and for American Airlines transportation only. Valid one year from date of issue ((you must encumber the voucher before one year has expired since issuance*). There is no change fee / ASC associated with using a voucher. Updated 18 Feb 2015.)

The original post, provided by member IceTrojan, has been placed here so members can edit and update as necessary. Information below has not necessarily been updated; be aware.

FAQ: AA Vouchers

Q. How do vouchers work on AA?

They are treated just like cash towards valid purchases.

Q. What can I use the vouchers on?
  • Airfare on American Airlines (inc. American Eagle), codeshares, and oneworld itineraries where AA is the international/"governing" carrier.
  • 500-mile domestic upgrade stickers (at the airport only).
  • Co-payments for upgrades or reduced mileage awards.
  • Excess baggage fees.
  • Special handling fees (e.g. checked pets), with a traveling passenger (i.e. not cargo).
  • Change fees, provided an additional collection of the fare is also being made.
There are special considerations if you are located in the following countries (may not be up to date):
  • In the UK, Belgium, Germany and France, vouchers are accepted for Net fares.
  • In Switzerland, vouchers are accepted on Q and L class Net fares only.
  • In Ireland, vouchers are accepted in Q, O and L class Net fares only.
Q. Can I use American Airlines travel vouchers to purchase a vacation package from AAVacations?

Yes, travel vouchers can be used toward the American Airlines and American Eagle flight portion of your trip, but may not be used to purchase any of the non-flight components of your trip such as hotels, rental cars, transfers, activities or insurance. Travel vouchers are not currently accepted online, but may be redeemed by calling AAVacations at 1-800-489-4810.

Q. Can I use the vouchers for ANYTHING else?

No.

Q. Really?

Yes, really.

Q. Are there restrictions on purchasing airfare?

Unlike other airlines that place restrictions on certain fares/dates/times/routes, AA vouchers are just like cash, so you can use them to buy all fares that are available for purchase.

Q. How long do I have to use the vouchers?

One (1) year from date of issuance.

Q. I can't use my voucher in time. How can I extend the expiration date?
AA automatically extended the expiration of some vouchers in 2021. If your expiration date was between January 1, 2021 and May 31, 2021, the new expiration is March 31, 2022.

If you still need to extend the expiration, spend at least part it on any of its valid uses listed above. For example, pay for a cheap throwaway ticket, a speculative ticket, or a 500-mile upgrade certificate. Any unused amount will be sent to you as a new voucher with a new 1-year expiration date.

Q. What if I lose a voucher?

Sorry, you're out of luck. Treat your vouchers like cash.

Q. Can I use the vouchers to buy tickets for someone else?

While vouchers are non-transferable, you may buy a ticket in someone else's name, so long as you are the one presenting the voucher (either by phone or personally at a ticket counter/office). If someone else presents the voucher, the ticket MUST be issued in the name of that on the voucher.

Q. Is there a fee for using the vouchers?

It appears that ticketing at an airport ticket office is still subject to a charge of $30, unless you are EXP.

Note that if you are EXP, these "booking" fees are waived (and any Agent that tells you otherwise is wrong). (thanks SquareDanceGuy)

Note that if you have booked the ticket online and go to the airport to apply a voucher, there are no fees either, regardless of status. (thanks RogerD408)

Q. What happens to the taxes?

This depends on the type of voucher. The following voucher codes are exempt from some of the taxes: Basically, if you use these vouchers to pay for the whole cost of your fare, you will lower the overall costs as some of the taxes do not apply. (thanks uncle wiggly) If you make a partial payment with vouchers, then the associated taxes will likewise be reduced by the same proportional amount. (thanks marshall)

OU is the only voucher taxable, as it's issued against the unused portion of a ticket that has been exchanged (amongst other things). (thanks hillrider)

Q. What if the value of my vouchers exceed the value of my fare? Do I lose it? (thanks ffay005)

Unlike some* other airlines, you do NOT lose the residual value of your vouchers. If the residual value is more than $5, AA will mail you another voucher back as change, and this voucher is valid for one (1) year after its issuance. (thanks whynotfly) *golfmad added the word "some" based on post #440.

Q. How many vouchers can I use at one time?

According to one AAgent, nine (9) was the maximum number of vouchers accepted by the system.

Q. I bought AA tickets from a 3rd party (e.g., travel agent, internet travel site, Priceline/Hotwire). Can I use the vouchers retroactively?

No.
Q. How long does it take to process the vouchers?

After they receive the vouchers, AA will process them within 1-3 days, so it's really dependent on how long it takes the mail to arrive to Florida. AA reservations will accept the vouchers for a phone booking, if the reservation made is at least 12 days prior to departure. It's recommended that if you need to ticket within 2 weeks that you go directly to an Airport Ticket Office, which can process your voucher/s immediately.

Q. How do I apply vouchers to a reservation I have on hold on AA.com?
  1. Call Web Services at 1-800-222-2377 or 1-918-832-1384 (6:00 AM - 2:00 AM CT, 7 days a week). In the UK, call 08-45-601-0619 (8:30 AM - 5:00 PM UK time, Monday-Friday).
  2. Give them the PNR and tell them you would like to apply vouchers.
  3. They will give you instructions on how to send the vouchers in.
  4. Pay any balance with a credit card.
Q. What's the address where I send my vouchers to?
US: up-to-date in March 2021, UK: up-to-date in January 2022

American Airlines
M.D. 8A701
Fort Worth, TX 76155
USA

The return address for those in the UK and the rest of Europe, who have agreed to send their voucher(s) to AA in the UK, is:

American Airlines
100 Old Hall Street
The Plaza, 7th floor
Liverpool L3 9QJ
United Kingdom

On the envelope under the return address, write:
<Date of first flight, in DD Month format (e.g. 01 Jan)>

Attach a sticky note to the vouchers with the following details:
<First flight number, e.g. AA1234>
<Last name>
<Booking record locator, AKA booking reference>

(Notice: vouchers are not processed sequentially based on date of the voucher/s being received by AA, but rather on flight dates. Flights may show as "Ticket Pending" once the voucher has been applied, and at some time prior to flight (two weeks is usual) it will show "Ticketed" and you should be able to see your ticket number, beginning with "001", in your receipt from your itinerary at aa.com or in your e-Ticket. Also notice that you should photocopy your voucher/s prior to mailing them.)

Q. What if I entered a Business Extra number?

You will have to contact Business Extra to apply the vouchers. Their number is 1-800-433-1790, and they are available 5:00 AM - 12:00 PM, CT, 7 days a week.

Q. What if I live outside the United States and I want to use vouchers?

As the vouchers are in US Dollars, it's probably most convenient to call the US reservations number for a new booking denoted in US Dollars, thus avoiding any currency conversion, except any associated with your credit card. You can call your local reservations number or visit a local Airport Ticket Office (ATO). Beware that there's not a large network of ATOs.

In all likelihood, you will be asked to mail your voucher(s) to AA, so if time is of the essence, you should consider going directly to an ATO, who can process it/them immediately.

Obsolete posts from 2014-2015 have been archived to: ARCHIVE: Transportation Voucher / vouchers / "MCO" FAQ and master thread.
Older obsolete posts from 2013 and before, can be read in: ARCHIVE: Transportation Voucher / vouchers / "MCO" FAQ and master thread (consol.).
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Transportation e- and paper Voucher / vouchers / "MCO" FAQ and master thread

Old Jun 8, 2022, 12:58 pm
  #841  
 
Join Date: Jun 2022
Posts: 12
Originally Posted by VegasGambler
Just do it as a flight change rather than a cancellation and rebook. There's no wait and no intermediate voucher; the old ticket is used to pay for the new one.

I did this the other day. AFAICT you need to use the desktop website. App and mobile site don't offer the "change" option, only "cancel" (at least, I couldn't find it). Using the "request desktop site" option on your mobile browser is sufficient.
Tried to change this flight yesterday and found out it couldn't be changed online. Waited a few hours for a callback and then found that changing the shortest (American Eagle regional) flight on a 6 flight round trip was going to cost me $6000. Now I'm looking at entirely different itineraries and I'm not super confident in being able to handle that smoothly over the phone. If I could change my flight online, I think this would be a good option but whatever it is about the flight I booked (on AA.com) I'm not allowed to make changes online.
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Old Jun 8, 2022, 1:29 pm
  #842  
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Join Date: Oct 2014
Posts: 10,904
Originally Posted by giodeez
Tried to change this flight yesterday and found out it couldn't be changed online. Waited a few hours for a callback and then found that changing the shortest (American Eagle regional) flight on a 6 flight round trip was going to cost me $6000. Now I'm looking at entirely different itineraries and I'm not super confident in being able to handle that smoothly over the phone. If I could change my flight online, I think this would be a good option but whatever it is about the flight I booked (on AA.com) I'm not allowed to make changes online.
In that case I would recommend putting the itinerary you want on hold, and calling in and asking the agent to cancel your existing reservation and using the funds to purchase the on-hold reservation.
giodeez likes this.
VegasGambler is offline  
Old Jun 17, 2022, 10:04 pm
  #843  
 
Join Date: Sep 2002
Location: Thousand Oaks, Ca., USA
Programs: AA Lifetime Plat; Bonvoy Titanium Lifetime Elite;Hyatt Globalist; HHonors Diamond; United Silver
Posts: 8,268
If I use a $300 evoucher on a $200 ticket, do I get an evoucher back or a paper one.

How long does it take?
beachfan is offline  
Old Aug 25, 2022, 11:15 am
  #844  
 
Join Date: Dec 2010
Location: NYC
Programs: Kettle Class
Posts: 796
The address I was given last week to send in paper vouchers added another new street address line to the mailing address posted in the wiki. Hoping to get one more person to confirm, but my voucher seems to have made it to its destination even if I had to follow up with Reservations to actually get ticketed after getting a "Payment Failure" notification from AA.

American Airlines
1 Skyview Drive
M.D. 8A701
Fort Worth, TX 76155
progapanda is offline  
Old Aug 31, 2022, 8:24 am
  #845  
 
Join Date: Jul 2013
Location: ATL
Programs: HH D, MB G, IHG P, Nat'l EE, Hertz PC
Posts: 496
Originally Posted by progapanda
The address I was given last week to send in paper vouchers added another new street address line to the mailing address posted in the wiki. Hoping to get one more person to confirm, but my voucher seems to have made it to its destination even if I had to follow up with Reservations to actually get ticketed after getting a "Payment Failure" notification from AA.

American Airlines
1 Skyview Drive
M.D. 8A701
Fort Worth, TX 76155
I have been told twice by the web services team this morning that paper vouchers can no longer be mailed in and must be redeemed at the airport. Which line did you call to get this processed? The 1-918-832-1384 appears to be out of service.
ncSam is offline  
Old Aug 31, 2022, 8:47 am
  #846  
 
Join Date: Jul 2013
Location: ATL
Programs: HH D, MB G, IHG P, Nat'l EE, Hertz PC
Posts: 496
Originally Posted by ncSam
I have been told twice by the web services team this morning that paper vouchers can no longer be mailed in and must be redeemed at the airport. Which line did you call to get this processed? The 1-918-832-1384 appears to be out of service.
Decided to call web services a 3rd time at 1-800-222-2377. First agent transferred me to a very helpful agent, who processed the voucher and gave me the following mailing address for the paper voucher:

American Airlines
1 Skyview Drive M.D. 8A701
Forth Worth, TX 79155
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Old Sep 1, 2022, 1:24 pm
  #847  
 
Join Date: Aug 2009
Location: slc
Programs: AAdvantage; United Mileage Plus
Posts: 73
My family and I were issued AA vouchers after giving up our seats in Costa Rica. Looking to book the current LAX-TYO-SIN deal that has been going on for a few days (~$600 RT).

Although I still see the price in the results tabs on AA, looking at the flights the prices are higher. OneWorld partner JAL still has the original sales price. Any way to book using the AA vouchers? Thanks for any help.

Update: I have had some success using Google Flights first, then clicking the AA link from there. However, does this qualify for use with paper vouchers?

Last edited by 575rider; Sep 1, 2022 at 1:56 pm
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Old Sep 14, 2022, 8:36 pm
  #848  
 
Join Date: Dec 2010
Location: NYC
Programs: Kettle Class
Posts: 796
I also called Web Services but certainly did not hear anything along the lines of paper vouchers no longer being accepted via mail, I am glad HUCA worked for you in the end.

Originally Posted by ncSam
I have been told twice by the web services team this morning that paper vouchers can no longer be mailed in and must be redeemed at the airport. Which line did you call to get this processed? The 1-918-832-1384 appears to be out of service.
progapanda is offline  
Old Sep 14, 2022, 10:06 pm
  #849  
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Join Date: Aug 2012
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I'd recommend reaching out to customer relations and seeing if they're willing to convert your paper vouchers to trip credits.
Antarius is offline  
Old Jan 31, 2023, 12:30 pm
  #850  
 
Join Date: Mar 2022
Location: WAW
Programs: LH FTL, AY+ Gold, BAEC Silver, AF FB
Posts: 122
Just coming out of a 2.5 hr call with AA that leaves me rather frustrated. And which was just another one in a serious of frustrating encounters.

Have a booking on hold for two weeks already for which I want to use two paper vouchers in my wife's and my name. When arranging for that through the CS, voucher numbers were put into the reservation, was given the instruction to either mail them to Forth Worth or to go to a ticket office. So now it happens that the vouchers are with family in Mexico, while wife and I are in Poland. So, was told by two different agents that it shouldn't be a problem to send someone else, as long as they bring along copies of our IDs and a note that my voucher can be used for my wife's booking. Alright, sounds doable.

So, eventually my sister-in-law goes to the ticket office in Guadalajara, Mexico, wasting an hour, because either the agents there didn't know what to do (first they said the booking is cancelled - nonsense), the system didn't allow it (perhaps), or there was a discount applied to the reservation that didn't allow the vouchers to be used (no idea what discount that would be). Simultaneously I called the AA CS to get their help. Made it through rather quick and they phoned the ticket office to assist them. After some back-and-forth, the ultimate conclusion was that everything is fine, vouchers are accepted, just wait until the ticketing is done. So I was told by the CS at least, and I hang up and tell that to my sister-in-law who's still in the ticket office. She wants to leave accordingly, but the agents there then refuse to keep the vouchers and say it won't work ... (at this point, keep int mind that neither ticket office nor CS on phone said that only I or my wife can redeem the vouchers, but not my sister-in-law... important to know for the twist of the story)

Sooo ... I called again today... for 2.5 hrs ... trying to figure out what's the problem.
First, I'm being told that ticket offices can't do that kinda stuff. It has to be an airport with a ticket counter. Or Forth Worth. Try to find written information on that! Neither could they point me to that info.
Second, there is a "hidden" discount in the ticket (because it's an ex-EU ticket, which is apparently such an issue) that doesn't allow paper vouchers to be used. What this discount is and why and where I can find it, zero explanation. Of course, nowhere in my your-ticket-is-on-hold email is the slightest indication of that discount, neither did any agent I spoke to mention that before (except the agents in Mexico - so maybe they were right? Confusion keeps growing).

Third, the not-discounted ticket is a smashing 300USD more expensive! ... ... when I asked what about the price that has been offered to me and is now on hold (and has zero mention about an inherent discount), the agent was rather puzzled and looking for answers .... asking if that would also be the case if I mailed the vouchers to them and how that would unfold, she said, AA would phone me and tell me the price went up due to the vouchers... really, AA? You would corner customers like that? Quote a price, say it's on hold, receive vouchers, and then, without any transparency whatsoever, magically increase the price? ... agent was rather speechless then ... put me eventually through to a supervisor when I said that sounds utterly deceitful to me and the DOT should know about that.

Another lengthy explanation about the situation follows. The supervisor, after checking with the ticketing desk, ultimately says there is no discount on the ticket and she doesn't know what I have been told .... great consistent communication you got there, AA! Sometimes this, sometimes that, just keep us customers confused.
Finally, she said paper vouchers can only be redeemed personally by voucher holders, no one else, and it would say so on the vouchers. This information, however, I couldn't verify during the call as the vouchers aren't with me - the information on paper vouchers on aa.com is basically non-existent and doesn't say anything in this regard. So, at this point my hands were tied. Her suggestion is that I should mail the vouchers to Forth Worth now: even though it's less than 12 days before departure and the vouchers should not be mailed so close to departure (what about your policies, AA?)

After checking with my sister-in-law, she sends me a pic of the explanatory text for the vouchers. And of course, it doesn't say anything about who or who cannot hand over the vouchers. It also, explicitly says "redeem at any AA Ticket Office" (i.e. not just airport) if booking is made 12 days or less before departure.

So... AA... you are really kidding me here. A multitude of different explanations. Non-consistent messaging. Quoting policies that can't be accessed anywhere (cause they probably don't exist, or at least not for the customer), and probably a whole lot of incompetent people. It's a really sad experience I'm making here. So far, all previous interactions were rather smooth and satisfying, but this is beyond my comprehension.

Anyone else with paper voucher experiences like this? Am I so unlucky or is that just the maze that everyone has to go through who simply tries to follow instructions?
Will call again tomorrow...
AxelJF is offline  

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