This content and the rules found therein are provided by and apply on the services of:
If one or more of your flights is on US Airways, policies may vary depending on which airline operates your flight. Visit usairways.com »
American Airlines and American Eagle are in business to provide safe, dependable and friendly air transportation to our customers, along with numerous related services. We are dedicated to making every flight you take with us something special. Your safety, comfort and convenience are our most important concerns. In June 2007, American Airlines and other members of the Air Transport Association agreed to prepare and submit to the Department of Transportation (DOT) service plans addressing particular issues of consumer interest.
American Airlines and American Eagle submitted their joint Customer Service Plan to the DOT on September 15, 1999.
Please see the complete Customer Service Plan. Overview
Providing for the essential needs of our customers during flight irregularities is a key component of our customer service philosophy and commitment. Accordingly, we have adopted the following Contingency Plan for our scheduled flights and our public charter flights.
Every American Airlines, US Airways, Envoy, PSA and Piedmont U.S. airport team has a comprehensive contingency plan in place to respond to lengthy tarmac delays. Each plan ensures we will have adequate resources available, and designates a control person to coordinate the activities of the local team, as well as to communicate with our central operations center. At each U.S. airport we serve, or regularly use for diversions, we have coordinated our plans with local airport authorities and the Transportation Security Administration. Additionally, we coordinate with U.S. Customs and Border Protection at each U.S. airport regularly used for international flights, including diversion airports. This Contingency Plan is explicitly separate from and not a part of these carriers' contract of carriage.
Limits of lengthy onboard ground delays
Lengthy onboard ground delays can take place both during taxi-out prior to departure and during taxi-in after landing. During both of these phases of travel, the following limits apply:
Passenger services during a lengthy onboard ground delay
For all flights experiencing a lengthy ground delay at a U.S. airport, American Airlines, US Airways, Envoy, PSA and Piedmont will:
At American Airlines, US Airways, Envoy, PSA and Piedmont, the safety and comfort of our customers is always an important priority, especially during flight delays. We are confident our contingency plans will lessen your inconvenience.