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
May 12, 2020, 1:31 pm
#31
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
25 days? You should have done the following 17 days ago:
1. Chargeback
2. DOT Complaint
US law requires that AA initiate a refund within 7 days of your request if it cancels (as it did) or substantially changes your flight. On the 8th day, if you do not have notice that a refund has been initiated, do both of the above. Submit with your chargeback and DOT complaint: 1. e-ticket receipt, 2. notice of cancellation, 3. request for refund, 4. denial or a note that you have not heard back.
The chargeback, if complete, should be relatively quick and painless. The DOT complaint will cause DOT to require AA to respond to you (with a copy to DOT). Because the refund is required by law, AA has no option but to process the refund and then respond that it has done so.
Note that in your case, AA has necessarily cancelled your flight. It does not matter whether the offered rebooking gets you to your destination at the same time. The language is very clear that it is either a cancellation OR a time change.
1. Chargeback
2. DOT Complaint
US law requires that AA initiate a refund within 7 days of your request if it cancels (as it did) or substantially changes your flight. On the 8th day, if you do not have notice that a refund has been initiated, do both of the above. Submit with your chargeback and DOT complaint: 1. e-ticket receipt, 2. notice of cancellation, 3. request for refund, 4. denial or a note that you have not heard back.
The chargeback, if complete, should be relatively quick and painless. The DOT complaint will cause DOT to require AA to respond to you (with a copy to DOT). Because the refund is required by law, AA has no option but to process the refund and then respond that it has done so.
Note that in your case, AA has necessarily cancelled your flight. It does not matter whether the offered rebooking gets you to your destination at the same time. The language is very clear that it is either a cancellation OR a time change.
May 12, 2020, 1:49 pm
#32
Join Date: Oct 2006
Location: Milwaukee
Programs: AAEXP 3+MM, Marriott Plt and Plt for life, Hyatt Diamond
Posts: 414
I am in a very similar position. I had four tickets to Iceland for June 4 travel. American is not lying there and made that decision in March. I tried to cancel my tickets and was told I could not until they removed the flights from the schedule or risk not getting I refund. I waited until I got the official email that my flights were canceled on 4/18. I called the EXP desk and canceled immediately. I have not waited for any response and have heard nothing. I too have been to the refunds page seeing pending review. EXP desk can't help. Send an email to the refunds team no response. I am beyond annoyed. The issue I have is that i purchased the tickets months ago and chargeback on card is not an option I don't think.
May 12, 2020, 4:53 pm
#34
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
I am in a very similar position. I had four tickets to Iceland for June 4 travel. American is not lying there and made that decision in March. I tried to cancel my tickets and was told I could not until they removed the flights from the schedule or risk not getting I refund. I waited until I got the official email that my flights were canceled on 4/18. I called the EXP desk and canceled immediately. I have not waited for any response and have heard nothing. I too have been to the refunds page seeing pending review. EXP desk can't help. Send an email to the refunds team no response. I am beyond annoyed. The issue I have is that i purchased the tickets months ago and chargeback on card is not an option I don't think.
No reason to wait and the sooner you act, the sooner you will have your refund.
May 12, 2020, 5:47 pm
#35
Join Date: Sep 2010
Posts: 205
When my April 9 flight to Kauai finally disappeared from "Your Trips" and I confirmed that the flight was no longer available to book (about a week prior), I called AA and the rep told me to apply for the refund. It was confirmed on the spot and the refund issued in three days. Fast forward to yesterday - our June 20 flight disappeared and isn't available. So I called and the rep told me to apply for the refund. This time the website said it' eligible for review," and advised that, if I don't hear back in 7 days, I can reapply. I don't think so. I'll still be within 60 days of purchasing the ticket, so will initiate a chargeback with Amex. Perhaps I'll file a DOT complaint as well. It will take my mind off the cruises I'm trying to get refunds for - that situation is even more of a cluster.
May 12, 2020, 7:50 pm
#36
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
When my April 9 flight to Kauai finally disappeared from "Your Trips" and I confirmed that the flight was no longer available to book (about a week prior), I called AA and the rep told me to apply for the refund. It was confirmed on the spot and the refund issued in three days. Fast forward to yesterday - our June 20 flight disappeared and isn't available. So I called and the rep told me to apply for the refund. This time the website said it' eligible for review," and advised that, if I don't hear back in 7 days, I can reapply. I don't think so. I'll still be within 60 days of purchasing the ticket, so will initiate a chargeback with Amex. Perhaps I'll file a DOT complaint as well. It will take my mind off the cruises I'm trying to get refunds for - that situation is even more of a cluster.
You have made the request for a refund, AA has 7 days to initiate it. On the 8th day, start the dispute and file the DOT complaint and supply copies of your e-ticket, the cancellation notice,, your request for a refund and a note that no refund has been initiated. DOT will forward the complaint to AA for a response and AA has only one response, e.g., "we've refunded the customer." The only question will be whether it is the DOT complaint or the chargeback which hits first. You may never know.
May 12, 2020, 9:59 pm
#37
Join Date: Oct 2013
Location: SFO
Programs: UA 1K, AA EXP, Hyatt Glob, Hilton Diamond, Marriott Plat, Total Wine & More Reserve
Posts: 4,528
I will likely make use of the DOT complaint route soon (not for an AA itinerary), and just wanted to be sure I don't wait too long.
May 13, 2020, 3:36 am
#38
Join Date: Jun 2013
Location: Roswell, GA
Programs: AA EXP 2.8m,Lifetime PLT, Hilton Diamond, IHG PlLT, SPG Gold
Posts: 3,193
maybe I just got lucky.. had a series of tickets booked, purchased both on AA and BA... of course all flights canceled.
BA, on line of course is pushing towards a voucher.. tried BA, both USA lines and England lines.. was not even able to get thru.. called their HKG line.. got thru in a few minutes, refunds issued, CC refunded in 7 days
AA, kept pushing me to the website... but with a few tickets, the process was a pain... called AA on a Sunday morning.. the agent was great.. she was able to process the refund... CC refunded in 9 days.. SWU back in account in 7 days
sorry to hear AA is giving a lot of passengers the run around
BA, on line of course is pushing towards a voucher.. tried BA, both USA lines and England lines.. was not even able to get thru.. called their HKG line.. got thru in a few minutes, refunds issued, CC refunded in 7 days
AA, kept pushing me to the website... but with a few tickets, the process was a pain... called AA on a Sunday morning.. the agent was great.. she was able to process the refund... CC refunded in 9 days.. SWU back in account in 7 days
sorry to hear AA is giving a lot of passengers the run around
May 13, 2020, 10:58 am
#39
Join Date: Sep 2010
Posts: 205
It won't matter for you, but, presuming that this is a US credit card issuer, it is 60 days from the day on which the service was not delivered, e.g. that it was cancelled.
You have made the request for a refund, AA has 7 days to initiate it. On the 8th day, start the dispute and file the DOT complaint and supply copies of your e-ticket, the cancellation notice,, your request for a refund and a note that no refund has been initiated. DOT will forward the complaint to AA for a response and AA has only one response, e.g., "we've refunded the customer." The only question will be whether it is the DOT complaint or the chargeback which hits first. You may never know.
You have made the request for a refund, AA has 7 days to initiate it. On the 8th day, start the dispute and file the DOT complaint and supply copies of your e-ticket, the cancellation notice,, your request for a refund and a note that no refund has been initiated. DOT will forward the complaint to AA for a response and AA has only one response, e.g., "we've refunded the customer." The only question will be whether it is the DOT complaint or the chargeback which hits first. You may never know.
May 13, 2020, 11:42 am
#40
Join Date: Jul 2010
Location: NYC, SLC, LAX
Programs: AA EXP, UA Plat
Posts: 3,952
AA has repeatedly said that it is overwhelmed with refund processing. I am sure they will get to you soon.
If you need the money right away, do a chargeback. Otherwise, maybe just be a little patient?
If you need the money right away, do a chargeback. Otherwise, maybe just be a little patient?
May 13, 2020, 11:52 am
#41
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
I never received a cancellation notice. I saw that the flight was unavailable for booking, so called AA, who confirmed that it was cancelled, but never sent me a confirmation (although it was promised). I guess I will see if they can send it to me even though they've already cancelled the flight. It went so smoothly the last time, but I guess they are now trying to hang on to their cash like my dog used to hang on to chicken bones.
May 13, 2020, 11:53 am
#42
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Just to be clear, is it 60 days starting from when the cancelled flight was supposed to operate, or 60 days starting from the day that it was cancelled? I had assumed it was the former.
I will likely make use of the DOT complaint route soon (not for an AA itinerary), and just wanted to be sure I don't wait too long.
I will likely make use of the DOT complaint route soon (not for an AA itinerary), and just wanted to be sure I don't wait too long.
Yet one more reason not to wait around. If your flight is cancelled, I would request a refund within a day and initiate the chargeback on day 8. Waiting does you no good.
May 15, 2020, 12:35 pm
#45
Join Date: Jun 2001
Location: CA & Europe
Programs: AA Life-Plat 5MM, HH Diamond, IHG Plat, UA, BA
Posts: 738
I was very happy with AA refund speed.
I called 4/14 the Platinum line and cancelled 2 international AA award tickets (that had fees) and 1 domestic flight (re-routed to have a connection) that I paid for. Everything X2 - me and my wife.
All the refunds (6 refunds, 3 each) showed in credit card acct on 4/23 with 4/22 date. BTW - the miles posted back after 1-2 days of my calling.
I called 4/14 the Platinum line and cancelled 2 international AA award tickets (that had fees) and 1 domestic flight (re-routed to have a connection) that I paid for. Everything X2 - me and my wife.
All the refunds (6 refunds, 3 each) showed in credit card acct on 4/23 with 4/22 date. BTW - the miles posted back after 1-2 days of my calling.