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Looks like they're the first to cave in to the pressure from dissatisfied customers. Let's hope the others follow! This comes from AA.com ...

FOR RELEASE: Tuesday, Aug. 19, 2003
PLANS CHANGED? AMERICAN AIRLINES GIVES MORE TIME TO RESCHEDULE

New Flexibility and Savings for Customers When Their Plans Change

FORT WORTH, Texas – American Airlines understands that even the best-planned trip can hit a snag. So American is giving customers new flexibility to change their flights – and save money – when they have to postpone or cancel their trips.

Effective immediately, customers with nonrefundable tickets that allow changes will have a full year from the date their original ticket was issued to reschedule without losing the value of their tickets, provided they cancel their reservations prior to scheduled departure time.

American’s previous policy required customers with nonrefundable tickets to not only cancel, but also rebook a new flight and have their ticket reissued no later than their originally scheduled departure date.

"American's customers have asked for more time to firm up new plans when their old plans fall through, and we’ve listened," said Scott Nason, vice president-Revenue Management. "Our new policy allows customers to rebook on their own timetable without losing the value of their nonrefundable tickets and without facing multiple change fees.

"Our business customers, especially, will appreciate the flexibility, and we know all of our customers will appreciate the savings," Nason said.

Under terms of the new policy, customers with nonrefundable tickets must now cancel their flight reservations before their flight is scheduled to depart. When they do, they will have one year from the date their original ticket was issued to reschedule and apply the value of the unused ticket (less any applicable change fee) to their new trip.

Tickets must be reissued and travel must commence within one year of the date the original ticket was issued.

Here’s how it works: A customer purchases his ticket on Sep. 1, 2003, for travel departing on Oct. 15, 2003. On Oct. 1, 2003, his plans change, and he calls his travel agent or AA Reservations to cancel his itinerary. He will now have until Sep. 1, 2004, (one year after his original ticket issue date) to rebook, have his ticket reissued and commence travel on his new itinerary.

Customers can cancel flights or reschedule by calling their travel agent or AA Reservations at 1-800-433-7300 (Espanol, 1-800-633-3711; TDD for customers with hearing or speech disabilities, 1-800-543-1586).

American Airlines is the world's largest carrier. American, American Eagle and the AmericanConnection regional carriers serve nearly 275 cities in 50 countries and territories with approximately 4,300 daily flights. The combined network fleet numbers more than 1,000 aircraft. American's award-winning Web site, AA.com, provides users with easy access to check and book fares, plus personalized news, information and travel offers. American Airlines is a founding member of the oneworld Alliance.


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