American Airlines remains in continuous contact with the Federal Aviation Administration, Department of Transportation and Boeing. Based on the latest guidance, American anticipates that the resumption of scheduled commercial service on American’s fleet of Boeing 737 MAX aircraft will occur March 5, 2020. Once the aircraft is certified, American expects to run exhibition flights, or flights for American team members and invited guests only, prior to March 5.
FREQUENTLY ASKED QUESTIONS
Question: When will American run a schedule change and inform customers who were booked on a MAX from January 16 through March 4?
Answer: American had previously cancelled service on the MAX through Jan. 15. On Nov. 17, American will run a formal schedule change, and customers who were previously booked on a MAX through March 4 will see their reservation updated on aa.com
Question: Will there be additional changes to the schedule once the MAX returns to commercial service?
Answer: American expects to gradually phase in the MAX for commercial service and will increase flying on the aircraft throughout the month of March. Since American will gradually phase the MAX into our operation over the course of a month, additional refinements to our schedule may occur. Affected customers will be contacted directly.
Question: My flight wasn’t scheduled to be on a MAX. Will it be canceled?
Answer: A flight that was not scheduled as a MAX flight might be canceled to enable our team to cover a MAX route with a different aircraft, in order to affect the smallest number of customers. In total, approximately 140 flights will be canceled per day through March 4.
Question: How will customers know if they are impacted?
Answer: American’s Reservations team will contact affected customers directly by email or telephone beginning Nov. 17. Customers who booked through a travel agent will be contacted by their agency directly.
Question: What is American’s policy for when the MAX returns?
Answer: Details regarding policies and procedures for customers who do not wish to fly on the MAX once the aircraft enters scheduled service March 5 will be released in the coming weeks.
Question: My flight was canceled and I don’t want to rebook. Can I get a refund?
Answer: Yes. If a flight is canceled and a customer chooses to not be rebooked, they may request a full refund by visiting aa.com/refunds.
