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
Sep 5, 2020, 8:04 am
#61
FlyerTalk Evangelist
Join Date: Nov 2018
Location: Istanbul, Turkey
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Thank you for your answers. I should probably call AA soon.
By the way, the flights on this booking are in mid-October.
By the way, the flights on this booking are in mid-October.
Sep 5, 2020, 8:18 am
#62
FlyerTalk Evangelist
Join Date: Nov 2018
Location: Istanbul, Turkey
Programs: TK Elite Plus,BAEC GGL,ITA Executive, AFKL Gold,QR Gold,HH Diamond,Bonvoy Gold,ALL Gold
Posts: 14,186
Update: Called AA ( English speaking call center ), I was connected to an agent with no wait and after a short hold where the agent talked to the ticketing department, the issue was solved, itinerary ticketed.
Sep 5, 2020, 8:25 am
#63
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Join Date: Sep 2009
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Just to be sure, have you received the email with new ticket numbers? And have you very carefully checked the details of the new ticket to make sure that it agrees with your current reservation?
Sep 5, 2020, 8:30 am
#64
FlyerTalk Evangelist
Join Date: Nov 2018
Location: Istanbul, Turkey
Programs: TK Elite Plus,BAEC GGL,ITA Executive, AFKL Gold,QR Gold,HH Diamond,Bonvoy Gold,ALL Gold
Posts: 14,186
By the way, thanks for your help
Sep 6, 2020, 6:11 am
#66
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,042
Is there a reason AA doesn't have their agents reissue at time of making change? I've noticed they're now issuing tickets (only experience on domestic) instantly when purchasing. (I do via app)
Sep 13, 2020, 3:22 pm
#67
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Join Date: Dec 2004
Location: East Coast
Programs: AA CONCIERGE KEY & 1MM, HILTON DIAMOND
Posts: 11,970
My guess is poor training. AA has lots of turnover in the call center and new agents may not know how to do it.
Sep 17, 2020, 8:58 pm
#68
Join Date: Nov 2004
Location: Go west young man!
Posts: 549
AA.com says ticket was issued, CX.com says not
I booked an AA award on CX yesterday. (It was technically a ticket exchange, as I changed flight dates on a previously issued AA award on CX.) Within an hour, the new itinerary changed from "On Request" to "Ticketed" on the AA website.
However, I never received an email confirmation. Because I'm a worry wart by nature, I got the CX confirmation code from AA and checked the trip on the CX site. To my surprise, CX says the itinerary is not yet ticketed.
I called AA back and the agent assured me the trip has been ticketed, and even gave me the ticket number. I verified the ticket number on the AA site as valid and matching my itinerary.
Am I all set? Or should I call CX to sort this out?
However, I never received an email confirmation. Because I'm a worry wart by nature, I got the CX confirmation code from AA and checked the trip on the CX site. To my surprise, CX says the itinerary is not yet ticketed.
I called AA back and the agent assured me the trip has been ticketed, and even gave me the ticket number. I verified the ticket number on the AA site as valid and matching my itinerary.
Am I all set? Or should I call CX to sort this out?
Sep 19, 2020, 12:50 pm
#69
FlyerTalk Evangelist
Join Date: Dec 2004
Location: East Coast
Programs: AA CONCIERGE KEY & 1MM, HILTON DIAMOND
Posts: 11,970
I booked an AA award on CX yesterday. (It was technically a ticket exchange, as I changed flight dates on a previously issued AA award on CX.) Within an hour, the new itinerary changed from "On Request" to "Ticketed" on the AA website.
However, I never received an email confirmation. Because I'm a worry wart by nature, I got the CX confirmation code from AA and checked the trip on the CX site. To my surprise, CX says the itinerary is not yet ticketed.
I called AA back and the agent assured me the trip has been ticketed, and even gave me the ticket number. I verified the ticket number on the AA site as valid and matching my itinerary.
Am I all set? Or should I call CX to sort this out?
However, I never received an email confirmation. Because I'm a worry wart by nature, I got the CX confirmation code from AA and checked the trip on the CX site. To my surprise, CX says the itinerary is not yet ticketed.
I called AA back and the agent assured me the trip has been ticketed, and even gave me the ticket number. I verified the ticket number on the AA site as valid and matching my itinerary.
Am I all set? Or should I call CX to sort this out?
Sep 19, 2020, 4:27 pm
#70
Join Date: Dec 2000
Location: Seat 1A
Programs: Non-status paid F/J (best value for $$$)
Posts: 4,124
I booked an AA award on CX yesterday. (It was technically a ticket exchange, as I changed flight dates on a previously issued AA award on CX.) Within an hour, the new itinerary changed from "On Request" to "Ticketed" on the AA website.
However, I never received an email confirmation. Because I'm a worry wart by nature, I got the CX confirmation code from AA and checked the trip on the CX site. To my surprise, CX says the itinerary is not yet ticketed.
I called AA back and the agent assured me the trip has been ticketed, and even gave me the ticket number. I verified the ticket number on the AA site as valid and matching my itinerary.
Am I all set? Or should I call CX to sort this out?
However, I never received an email confirmation. Because I'm a worry wart by nature, I got the CX confirmation code from AA and checked the trip on the CX site. To my surprise, CX says the itinerary is not yet ticketed.
I called AA back and the agent assured me the trip has been ticketed, and even gave me the ticket number. I verified the ticket number on the AA site as valid and matching my itinerary.
Am I all set? Or should I call CX to sort this out?
Once you login, you can retrieve your CX reservation . Click into your CX flight segment and you should see the AA ticket number if it was properly transmitted to CX.
Due to the way Amadeus stores ticket numbers issued by reservations system other than Amadeus (AA uses Sabre), it is possible that the CX website might be trying to read the ticket number as if the ticket was originally issued in Amadeus (which would obviously be blank).
Sep 21, 2020, 12:25 pm
#71
Join Date: Nov 2004
Location: Go west young man!
Posts: 549
Wanted to circle back. First, thanks for the advice! I followed daniellam's suggestion and checked my itinerary on checkmytrip.com -- lo and behold it was showing the old ticket number.
I called AA to get this sorted out. The first agent was super professional and tried to help but couldn't get hold of anyone at CX on a weekend. The agent today was difficult and flatly refused to contact CX. I eventually asked to speak to a supervisor who escalated to the Cathay liaison. For some reason it was not as straightforward as you would think - I was on hold for a good 15 minutes while they worked on it.
In the end the supervisor told me CX was unable to update their records with the correct ticket number (!) but would document the issue in the reservation notes so I won't have any problems flying. Checkmytrip.com still shows the incorrect ticket number but I no longer get the "Trip has not been ticketed" warning on the CX website.
Another one of those unexplained little mysteries of life I guess.
I called AA to get this sorted out. The first agent was super professional and tried to help but couldn't get hold of anyone at CX on a weekend. The agent today was difficult and flatly refused to contact CX. I eventually asked to speak to a supervisor who escalated to the Cathay liaison. For some reason it was not as straightforward as you would think - I was on hold for a good 15 minutes while they worked on it.
In the end the supervisor told me CX was unable to update their records with the correct ticket number (!) but would document the issue in the reservation notes so I won't have any problems flying. Checkmytrip.com still shows the incorrect ticket number but I no longer get the "Trip has not been ticketed" warning on the CX website.
Another one of those unexplained little mysteries of life I guess.
Mar 8, 2021, 3:41 am
#72
Join Date: Mar 2015
Programs: BA GGL
Posts: 2,447
Trip 'pending' / 'on request' - wait or call reservations?
Booked a trip (on Saturday, so about 40hrs ago), it says 'pending' and within Manage Trip says 'on request' (probably related to an Alaska partner flight in the booking?).
Usually book with BA, so not as familiar with AA. Do I wait out and see if it tickets, or call reservations to finalise?
Concern is that they'll say it won't ticket at all due to an unused fare code or something.
Usually book with BA, so not as familiar with AA. Do I wait out and see if it tickets, or call reservations to finalise?
Concern is that they'll say it won't ticket at all due to an unused fare code or something.
Mar 8, 2021, 5:25 am
#73
Join Date: Sep 2005
Location: Philly
Programs: AA, BA, NH, TP
Posts: 739
Booked a trip (on Saturday, so about 40hrs ago), it says 'pending' and within Manage Trip says 'on request' (probably related to an Alaska partner flight in the booking?).
Usually book with BA, so not as familiar with AA. Do I wait out and see if it tickets, or call reservations to finalise?
Concern is that they'll say it won't ticket at all due to an unused fare code or something.
Usually book with BA, so not as familiar with AA. Do I wait out and see if it tickets, or call reservations to finalise?
Concern is that they'll say it won't ticket at all due to an unused fare code or something.
Mar 8, 2021, 7:56 am
#75
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
I would unhesitatingly call. If there is a problem, you can deal with it on the spot. If there is not a problem and it is simply a question of getting it ticketed, you know at the end of your call that all is well and can review the e-ticket number with the agent on the phone before hanging up.