May 23, 2015, 1:10 pm
Last edit by: Prospero
"Hold", "Pending", "On Request", "Purchased" and "Ticketed" Status: What does it mean?
Purchased or award itineraries may both show one or more of these
Your itinerary may show as on "Hold"; this means you may have not paid for it yet, or it may indicate your action to purchase (award or purchase" hasn't processed yet. Keep an eye and call if it doesn't process to "On Request" or "Pending" fairly quickly.
Your award or purchased itinerary may show as "On Request", "Pending", "Purchased" or "Ticketed" when you look at it online. To travel you need a "Ticketed" itinerary with a ticket number. AA ticket numbers begin with "001" followed by 10 numbers (e.g. #0012345678901), not a six letter (on AA) PNR*. On UA, 016-, etc.
If one is traveling in months or weeks, it could take a day or more to pass from "On Request" or "Pending" to "Purchased" and on to "Ticketed", depending on whether it needs verification from partner airlines (can take 72 hours or more weekends and holidays) or go to the Rate Desk for approval.
*In the airline and travel industries, a passenger Name Record (PNR) is a record in the database of a computer reservation system (CRS) that contains the itinerary for a passenger, or a group of passengers travelling together. A PNR is merely a record of an itinerary; it does not imply or replace true ticketing. Your ticket numbers are evidence you have purchased an itinerary and the airline has approved and permitted it.
AA PNRs (passenger name record, aka itinerary or flight confirmation number) is always comprised of six letters (other airlines may use numeric as well), is merely a temporary handle for your itinerary. It ultimately "recycles" some time after the PNR is cancelled or used up.
The ticket number (AA also uses "document number") is thirteen numbers, and the airline designator for AA is "001" (UA is "026", etc.) Ticket numbers are the gold standard, indicating you really do have a ticket, and may be necessary in requesting adjustments, refunds, improperly assigned mileage credit, etc.
With AA you should receive a ticket number on the e-ticket email, and on the receipt. Unfortunately, the exceptions seem to be award tickets, where sometimes we must do a bit of digging.
Older posts can be read in the archived thread here.
Purchased or award itineraries may both show one or more of these
Your itinerary may show as on "Hold"; this means you may have not paid for it yet, or it may indicate your action to purchase (award or purchase" hasn't processed yet. Keep an eye and call if it doesn't process to "On Request" or "Pending" fairly quickly.
Your award or purchased itinerary may show as "On Request", "Pending", "Purchased" or "Ticketed" when you look at it online. To travel you need a "Ticketed" itinerary with a ticket number. AA ticket numbers begin with "001" followed by 10 numbers (e.g. #0012345678901), not a six letter (on AA) PNR*. On UA, 016-, etc.
If one is traveling in months or weeks, it could take a day or more to pass from "On Request" or "Pending" to "Purchased" and on to "Ticketed", depending on whether it needs verification from partner airlines (can take 72 hours or more weekends and holidays) or go to the Rate Desk for approval.
Flights not on American Airlines, American Eagle, or AmericanConnection® are on a request basis only. Fares and availability are subject to change. (aa.com)
Q: Why are revenue tickets on other airlines on a request basis only?
A: Other airline reservations are on a request basis only and may take 24 hours or more for confirmation. In addition, some airlines require post-booking reconfirmation of reservations made on aa.com. Please check with the airline for more details. (aa.com)
A: Other airline reservations are on a request basis only and may take 24 hours or more for confirmation. In addition, some airlines require post-booking reconfirmation of reservations made on aa.com. Please check with the airline for more details. (aa.com)
AA Conditions of Carriage, Section I(a)(2): "No person shall be entitled to transportation except upon presentation of a valid ticket."
Your itinerary online will reflect ticketing condition:
Pending or On Request mean your itinerary is essentially an offer, which might require processing for fees and taxes, approval and confirmation by a partner airline, etc. This can take 72 hours - longer over weekends and holidays, or if the trip is some time away.
"Purchased" or means the ticketing has been approved, but is awaiting issuance of a ticket.
"Ticketed" means you now have a Ticket Number (AA ticket numbers begin with "001" followed by 10 numbers, E.g. #0012345678901) - emailed to you; or, from your booking on aa.com, when you select "Print Receipt", you should be able to print a receipt with ticket number.
When you see your itinerary online, additionally you will be able to "Print a Receipt" with ticket numbers if your itinerary is fully accepted and ticketed. If it is not and you can only "Print Itinerary" rather than "Print Receipt", the ticket has not been issued as yet.
If Print a Receipt option is not available despite status being Ticketed, copy and paste the following URL into your browser on the same page as the displayed trip.
By travel time, you need one (or more) Ticket Number - do not presume to travel with just the six letter PNR. The ticket number is the "gold standard"; a PNR recycles, and is merely the handle for an itinerary.
Pending or On Request mean your itinerary is essentially an offer, which might require processing for fees and taxes, approval and confirmation by a partner airline, etc. This can take 72 hours - longer over weekends and holidays, or if the trip is some time away.
"Purchased" or means the ticketing has been approved, but is awaiting issuance of a ticket.
"Ticketed" means you now have a Ticket Number (AA ticket numbers begin with "001" followed by 10 numbers, E.g. #0012345678901) - emailed to you; or, from your booking on aa.com, when you select "Print Receipt", you should be able to print a receipt with ticket number.
When you see your itinerary online, additionally you will be able to "Print a Receipt" with ticket numbers if your itinerary is fully accepted and ticketed. If it is not and you can only "Print Itinerary" rather than "Print Receipt", the ticket has not been issued as yet.
If Print a Receipt option is not available despite status being Ticketed, copy and paste the following URL into your browser on the same page as the displayed trip.
Code:
https://www.aa.com/reservation/printItinerary.do?forward=itineraryReceipt&isReceipt=true&anchorLocation=%2Freservation%2FfindReservationSubmit.do+aacomTripDashBoard_jsp&url=%2Freservation%2FprintItineraryReceipt.do
To check your ticket's validity, fare class, detailed fare rules, etc. go to the AA Refunds site and enter your AA ticket number and you can see your ticket information before getting to a refund request.
You can select "Request a Receipt" or "Request a Refund"; prior to processing the refund request, you can see the detailed fare rules.
See post #261 for further information on checking ticket validity using the Refunds site.
You can select "Request a Receipt" or "Request a Refund"; prior to processing the refund request, you can see the detailed fare rules.
See post #261 for further information on checking ticket validity using the Refunds site.
AA PNRs (passenger name record, aka itinerary or flight confirmation number) is always comprised of six letters (other airlines may use numeric as well), is merely a temporary handle for your itinerary. It ultimately "recycles" some time after the PNR is cancelled or used up.
The ticket number (AA also uses "document number") is thirteen numbers, and the airline designator for AA is "001" (UA is "026", etc.) Ticket numbers are the gold standard, indicating you really do have a ticket, and may be necessary in requesting adjustments, refunds, improperly assigned mileage credit, etc.
With AA you should receive a ticket number on the e-ticket email, and on the receipt. Unfortunately, the exceptions seem to be award tickets, where sometimes we must do a bit of digging.
Older posts can be read in the archived thread here.
Ticket or Award status: On Hold, On Request, Pending, Purchased and Ticketed
Feb 8, 2020, 6:56 pm
#16
Join Date: Apr 2014
Location: ROC
Programs: AA Exec Plat; NEXUS
Posts: 74
I get that "Ticket Pending..." status every single time we do mileage upgrades.
Sometimes it goes back to "Ticketed" within anywhere from a few hours to a few days. I suspect this happens so quickly because the agent actually knows what they're doing !!
Sometimes, it stays at Pending for months !! I have flights we booked in October (for late April 2020) & ever since I did our mileage upgrades it's been in "Pending". I called & they can't figure out why. That's when they like to blame my travel agent; they tell me to call her. I talk to her & she says it's all on AA, that they just need to re-ticket me.
Eventually, w/ sometimes several phone calls to AA, they get me back to "Ticketed", but it certainly is a hassle.
And, as an aside, it's amazing to me that almost every time we do our mileage upgrades (which is a minimum of 3x vacations per year, plus other smaller trips) the agents act like they've never heard of mileage upgrades before. I'm glad I know what to do by now since they often tell me things that just are not true (i.e. you can't get & pay for upgrades for one whole "way" if both segments are not available right now -- not true, I do it all the time w/ just 1 segment being open !!).
Anyway, sorry I got off track...... I wouldn't be too worried about the AA account being locked -- they just need to find an agent who can properly get them back to "Ticketed". (be prepared to wait through a whole bunch of time being on hold while the phone agent talks to supervisors, other departments, etc...
Sometimes it goes back to "Ticketed" within anywhere from a few hours to a few days. I suspect this happens so quickly because the agent actually knows what they're doing !!
Sometimes, it stays at Pending for months !! I have flights we booked in October (for late April 2020) & ever since I did our mileage upgrades it's been in "Pending". I called & they can't figure out why. That's when they like to blame my travel agent; they tell me to call her. I talk to her & she says it's all on AA, that they just need to re-ticket me.
Eventually, w/ sometimes several phone calls to AA, they get me back to "Ticketed", but it certainly is a hassle.
And, as an aside, it's amazing to me that almost every time we do our mileage upgrades (which is a minimum of 3x vacations per year, plus other smaller trips) the agents act like they've never heard of mileage upgrades before. I'm glad I know what to do by now since they often tell me things that just are not true (i.e. you can't get & pay for upgrades for one whole "way" if both segments are not available right now -- not true, I do it all the time w/ just 1 segment being open !!).
Anyway, sorry I got off track...... I wouldn't be too worried about the AA account being locked -- they just need to find an agent who can properly get them back to "Ticketed". (be prepared to wait through a whole bunch of time being on hold while the phone agent talks to supervisors, other departments, etc...
Feb 8, 2020, 7:22 pm
#17
Join Date: Jul 2017
Location: California
Programs: AA EXP; Hyatt Globalist; Marriott Bonvoy Titanium Elite
Posts: 1,970
He should pick up the phone, call AA and ask that the ticket be pushed through. If his account is locked, he will be told so. At that point, I would simply ask the agent to cancel the reservation and then end the call. He may then book whatever he wants.
There seems to be an aversion on FT to being direct. But, there is no evidence that AA punishes customers for having asked, e.g. "we were going to reinstate your account but because you called, we're terminating it."
There seems to be an aversion on FT to being direct. But, there is no evidence that AA punishes customers for having asked, e.g. "we were going to reinstate your account but because you called, we're terminating it."
A large number of PNRs/AAdvantage accounts are under review by AAdvantage Corporate Security. The PNRs under review will have the following Remarks:
ACCT UNDER INVESTIGATION BY CORP SECURITY. THIS IS NOT A COMPROMISED ACCOUNT. PLEASE DO NOT DISCUSS OR SPECULATE WITH THE CALLER. ADVISE CORP SECURITY WILL CONTACT ONCE INVESTIGATION IS COMPLETE.
Should you encounter a PNR with these remarks:
Do not speculate or comment on the remarks [Contact RSD if needed. do not ticket, do not send to Corporate Security]
ACCT UNDER INVESTIGATION BY CORP SECURITY. THIS IS NOT A COMPROMISED ACCOUNT. PLEASE DO NOT DISCUSS OR SPECULATE WITH THE CALLER. ADVISE CORP SECURITY WILL CONTACT ONCE INVESTIGATION IS COMPLETE.
Should you encounter a PNR with these remarks:
Do not speculate or comment on the remarks [Contact RSD if needed. do not ticket, do not send to Corporate Security]
Feb 8, 2020, 9:53 pm
#18
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 17,427
As seigex suggested, cancelling the award trip online while in the "pending" stage did seem to work flawlessly: no miles were deducted and no taxes were apparently billed. Thanks for the help. I think that was the best thing my family member could do in his particular circumstance. I hope he doesn't have any difficulties travelling on his wife's miles. Hard to imagine he could have a problem, but the situation is already pretty bizarre. I told him not to enter his AAdvantage number into the reservation, just in case!
Feb 9, 2020, 5:43 am
#19
FlyerTalk Evangelist
Join Date: Nov 2003
Location: Wesley Chapel, FL
Programs: American Airlines
Posts: 30,038
Feb 9, 2020, 4:02 pm
#20
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
I agree with this statement, although I do remember JonNYC posting that phone operators are told not to reveal the fact that the account is locked, but to tell them they will get a call from corp security:
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Would be a shame to cancel a nice trip because one speculates that one's account is locked and will be terminated when, in fact, the website glitched and your reservation is sitting waiting to ticket.
In any event the call won't trigger the shutdown and that seems to be the aversion to calling.
Feb 9, 2020, 6:19 pm
#21
Join Date: Dec 2006
Location: Washington DC Metro Area
Programs: A: PP, LTG/1.5M | UA: SLV | Bonvoy LTTi | IHG PLT| Avis PC | Nat'l Emerald Club EE
Posts: 1,067
Feb 9, 2020, 9:14 pm
#22
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 17,427
Sure. But, that answers the question as to why the ticket won't issue.
Would be a shame to cancel a nice trip because one speculates that one's account is locked and will be terminated when, in fact, the website glitched and your reservation is sitting waiting to ticket.
In any event the call won't trigger the shutdown and that seems to be the aversion to calling.
Would be a shame to cancel a nice trip because one speculates that one's account is locked and will be terminated when, in fact, the website glitched and your reservation is sitting waiting to ticket.
In any event the call won't trigger the shutdown and that seems to be the aversion to calling.
Apr 14, 2020, 4:39 am
#24
Join Date: May 2018
Location: Houston
Posts: 441
Partner award ticket question
How long does it normally take for an award ticket to be ticketed? I put a 1st class ticket award HND-SYD on JL metal on hold early last week. Friday night I added a leg. HND-SYD-AKL and paid the taxes and fees. As of now, my CC has not been charged the fee, and my AA reservation number says the ticket is pending. I do have a JL PNR and when I go to the JAL site it says its on hold. I forgot to ask fort a PNR for Qantas, but the AA agent was able to give me a seat selection.
Apr 14, 2020, 7:19 am
#25
FlyerTalk Evangelist
Join Date: Feb 2001
Location: RDU <|> MMX
Programs: AA EXP 2MM, SK EBS
Posts: 12,498
How long does it normally take for an award ticket to be ticketed? I put a 1st class ticket award HND-SYD on JL metal on hold early last week. Friday night I added a leg. HND-SYD-AKL and paid the taxes and fees. As of now, my CC has not been charged the fee, and my AA reservation number says the ticket is pending. I do have a JL PNR and when I go to the JAL site it says its on hold. I forgot to ask fort a PNR for Qantas, but the AA agent was able to give me a seat selection.
Ticket or Award status: On Hold, On Request, Pending, Purchased and Ticketed
Apr 14, 2020, 8:04 pm
#26
Join Date: May 2018
Location: Houston
Posts: 441
May 12, 2020, 11:35 am
#27
Join Date: Mar 2015
Location: FLL
Programs: AMEX Platinum, IHG Diamond and Ambassador
Posts: 28
"Pending Review" for almost a Month
It's been 25 days since I requested a refund for 2 PE seats to Spain. I know I'm eligible because they changed my MIA non-stop to a stop in Dallas...and it now gets in 6 hours later.
Every day I go to Prefunds to check the status and every day it still says "pending review". I'm over being patient. Sent an email a week ago no response. Call the call center and they're very nice but explain the refund department is NOT available on our computer system. I really need that $2200 refund now if you know what I mean.
What should I do now?
Every day I go to Prefunds to check the status and every day it still says "pending review". I'm over being patient. Sent an email a week ago no response. Call the call center and they're very nice but explain the refund department is NOT available on our computer system. I really need that $2200 refund now if you know what I mean.
What should I do now?
May 12, 2020, 11:41 am
#28
Join Date: Aug 2010
Programs: AA EXP
Posts: 1,659
It's been 25 days since I requested a refund for 2 PE seats to Spain. I know I'm eligible because they changed my MIA non-stop to a stop in Dallas...and it now gets in 6 hours later.
Every day I go to Prefunds to check the status and every day it still says "pending review". I'm over being patient. Sent an email a week ago no response. Call the call center and they're very nice but explain the refund department is NOT available on our computer system. I really need that $2200 refund now if you know what I mean.
What should I do now?
Every day I go to Prefunds to check the status and every day it still says "pending review". I'm over being patient. Sent an email a week ago no response. Call the call center and they're very nice but explain the refund department is NOT available on our computer system. I really need that $2200 refund now if you know what I mean.
What should I do now?
May 12, 2020, 1:09 pm
#29
Join Date: Jan 2011
Location: Philadelphia, PA
Programs: AAdvantage Exec Platinum, Hertz #1 Club Gold Five Star, IHG Platinum, Marriott Gold, HHonors Silver
Posts: 2,039
The call center is not empowered to handle these types of things. You're right that a month is ridiculous, and it didn't take anywhere close to that for me to get refunds. I'd suggest trying to write in via the website or contacting them through Twitter for a response before attempting a chargeback on your credit card.
May 12, 2020, 1:22 pm
#30
Join Date: Apr 2009
Programs: American EXP; British Airways Gold
Posts: 1,896
The call center is not empowered to handle these types of things. You're right that a month is ridiculous, and it didn't take anywhere close to that for me to get refunds. I'd suggest trying to write in via the website or contacting them through Twitter for a response before attempting a chargeback on your credit card.