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Customer Service Plan

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.

Contingency Plan for Lengthy Tarmac Delays at U.S. Airports

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 and American Eagle U.S. airport team has a comprehensive contingency plan in place to respond to operational challenges. 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. American will share facilities, and make gates available at the airport in an emergency. At each U.S. airport we serve, or utilize for U.S. diversions, we have coordinated our plans with the local airport authority (including terminal operators, where applicable), U.S. Customs and Border Protection (CBP) and the Transportation Security Administration (TSA) and other airlines that serve the airport. Each airport has a plan to provide a sterile, secure area for passengers following an excessive tarmac delay for passengers that have not yet cleared U.S. Customs and Border Protection (CBP).

Limits of onboard ground delays
Our plans stipulate that when a flight experiences a lengthy tarmac delay, passengers will be offered snack food and potable water no later than two hours following gate departure or flight touchdown. Comfortable cabin temperatures will be maintained while passengers are onboard delayed flights. Should a passenger require urgent medical attention at any time, assistance will be provided. If aircraft lavatory servicing becomes necessary, this will be accomplished as soon as conditions will safely allow. On domestic flights passengers will be given the opportunity to deplane the aircraft before the ground delay exceeds three hours. On international flights operated by American Airlines or American Eagle, passengers will be given the opportunity to deplane before the delay exceeds four hours. If a flight diverts to a commercial airport other than the intended destination, passengers will also be given the opportunity to deplane. Exceptions include situations where Air Traffic Control advises the pilot-in-command that deplaning passengers would significantly disrupt airport operations, or when the pilot-in-command determines that permitting a passenger to deplane would jeopardize passenger safety or security.

Passengers on delayed flights will receive notifications regarding the status of the delay every 30 minutes while the aircraft is delayed, including the reasons for the tarmac delay, if known. Passengers on a delayed flight will be notified beginning 30 minutes after the scheduled departure time and every 30 minutes thereafter that they have the opportunity to deplane from an aircraft that is at the gate or another disembarkation area, if the opportunity to deplane actually exists.

At American Airlines and American Eagle, 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.