Customer service FAQs

Important Refund Notice

Please note that separate refund requests must be submitted for each product for which you would like to request a refund. See instructions for submitting a refund request below.


Paper Ticket Notice


Refund requests for paper tickets may be submitted on this website, however you will be required to mail in your original coupons to American Airlines at the address below before your request can be processed.


For Regular Mail:
American Airlines
Attention: Passenger Refunds
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034



Simply enter your ticket number and passenger last name and go! We'll look up your ticket and advise you of your refund eligibility and options. Refund requests must be submitted individually for each ticket in a record locator. Please note that as a part of the process for requesting a refund, you must also cancel the reservation for the applicable passenger(s). This may be done in the My Reservations section of AA.com.




Boarding Passes

We have a few different types of paper tickets. Please see examples below.

Receipt Received by Email

On an email receipt, the airline code and ticket number is located in the middle of the page.


Check Your Refund Status

You can also check the status of your refund online.







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Tickets Issued with AAdvantage Miles

If you have an AAdvantage Award ticket, do not use this form for refunds. To reinstate mileage from AAdvantage Award tickets, please visit the AAdvantage section of AA.com or call 1-800-882-8880.