Frequently Asked Questions

 

Loyalty & benefits answers

 

What’s changing for Dividend Miles members?

We launched reciprocal elite upgrade benefits. Upgrades on American Airlines operated flights are complimentary for Chairman’s Preferred members. Platinum, Gold and Silver Preferred members can upgrade for $30 per 500 miles of travel (based on American’s existing upgrade policy). Dividend Miles members will continue to be able to upgrade on American marketed, US Airways operated codeshare flights through GoUpgrades. This program is temporary until we combine our programs into a single loyalty program. Learn more at usairways.com/arriving.

 

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Are current upgrade policies changing for Dividend Miles members traveling on US Airways or AAdvantage members traveling on American?

No, all current policies for loyalty members traveling on their respective airlines will stay the same.

 

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Are these the only changes to the upgrade policy moving forward?

This is a temporary change while we work to combine our programs. We wanted customers to enjoy the benefits of the merger as soon as possible. Once we have a single loyalty program, we'll share information about our future upgrade policy and provide ample notice to members.

 

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How do upgrades on American work?

Preferred members can upgrade on American Airlines operated flights, if seats are available, within and between the U.S. (including Hawaii), Canada, Mexico, the Bahamas, the Caribbean and Bermuda as well as between the U.S. and Central America. You can upgrade beginning 24 hours before departure.

 

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How can I request an upgrade?

If a seat is available, you'll see the option to upgrade when you check in on aa.com, mobile web or at the kiosk. You can also ask an American airport or club agent. We recommend you're the only passenger booked in your reservation or upgrades may not be offered when you check in.

 

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I'm a Preferred member. Can I request an upgrade after check-in?

If you've already checked in, speak to an American agent at the airport or Admirals Club, or go to the kiosks inside security to request a day-of-departure upgrade. The airport standby list option is not available.

 

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How much do upgrades cost?

Upgrades are complimentary for Chairman’s Preferred members. Platinum, Gold and Silver members can upgrade for $30 per 500 miles of travel (similar to the pricing offered to AAdvantage Gold and Platinum members).

 

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Is it likely that I'll get an upgrade?

Upgrades are first come, first served based on availability at check-in. Markets where we have a high number of purchased First or Business Class travel or where elite status members of each carrier’s own loyalty program are upgraded in advance will have less availability for upgrades at the time of check-in.

 

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If I’m Chairman’s Preferred, do I have priority over other elite members?

Upgrades are first come, first served. If an AAdvantage or Dividend Miles lower tier member checks in first, he or she may be granted the upgrade first.

This program is temporary until we combine our programs into a single loyalty program.

 

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Do I have to include my Dividend Miles number in my reservation (and therefore earn Dividend miles) to be considered for an upgrade on American?

Yes, you must include your Dividend Miles number in the reservation to be recognized and offered an upgrade.

 

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What if my trip includes travel on both US Airways and American?

In you're a Preferred member checking in with US Airways for your first flight and connecting to an American flight, you'd need to see an American agent for an upgrade on American.

 

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If I'm Preferred traveling with a companion, can he or she get upgraded too?

On American-operated flights, companions will be charged the standard day-of-departure upgrade price. We recommend you are the only passenger in your reservation for the best chance of getting upgraded. If not, upgrades may not be made available.

 

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Are you Chairman’s Preferred, booked on a flight marketed/operated by American and traveling with Platinum, Gold or Silver Preferred members?

We recommend you check in individually, apart from the others in your party, so the upgrade can be displayed at check-in. If you've already checked in, please see an airport agent for help.

 

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Are you on an American marketed/operated flight, and all passengers in your reservation are Chairman’s Preferred, or everyone is Silver, Gold or Platinum Preferred?

If upgrades are available, they will be displayed for everyone in your party at check-in. To confirm the upgrades, all parties must accept the upgrade at check-in.

 

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Did you book an American operated flight marketed by US Airways?

This is considered a codeshare flight. Everyone in the reservation must be Chairman’s Preferred, or all must be Silver, Gold or Platinum Preferred for upgrades to be displayed at check-in. For future travel, we suggest you book as a single passenger.

 

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Will this new upgrade option impact the ability for current Dividend Miles members to upgrade on US Airways-operated flights?

We attempt to confirm upgrades for Preferred members as early as possible. Although it's possible that an upgrade seat may be granted to a non-elite member at check-in, Preferred members can be added to the airport upgrade standby list if upgrade seats are not available at check-in. If upgrade seats are available, they will be confirmed in priority order, based on the member’s elite status level and check-in time.

 

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Why are you increasing award redemption levels?

As we work toward a combined program, for travel booked from August 1, 2014 and beyond, we're raising redemption levels for roundtrip travel on Dividend Miles medium and high awards between the continental U.S. and Canada. We’re also raising the redemption levels for First Class awards on three-class service within and between the continental U.S. and Canada on oneworld® and partner flights.

This change is necessary to harmonize with the AAdvantage program award chart and help us stay on target to achieve a single frequent flyer program. For complete information, go to usairways.com/awardchart.

 

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Is this change effective today?

No, we wanted to give customers enough time to plan, so these updated award charts will not go into effect until August 1, 2014.

 

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When will you combine the two loyalty programs and what will that mean?

We expect to bring Dividend Miles member accounts into the AAdvantage program sometime during the year in 2015, and at that time will combine award mileage from both programs as well as Dividend Miles Preferred-qualifying activity with AAdvantage elite-qualifying activity in order to determine status in the AAdvantage program. Additionally, when the memberships are combined in 2015, Dividend Miles Preferred status memberships that are valid through February 2016 will be honored with the AAdvantage program status. This is a complex process, so we appreciate your understanding and we will communicate everything at the appropriate time. For now, these are all of the details we have to share.

 

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When will we know more information regarding the 2015 program?

This is a complex process, and our teams are dedicated to doing it right. We appreciate your understanding, and we will communicate everything at the appropriate time.

 

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Will I be able to combine my US Airways and American loyalty program accounts into one?

We’re keeping our loyalty programs separate for now. While you can’t combine your miles into one account, you can earn and redeem AAdvantage miles on US Airways flights, and you can earn and redeem Dividend Miles on American flights in each respective program. We plan to bring current Dividend Miles accounts into the AAdvantage program in 2015. That means we will combine your award mileage balances, your Million Miler™ balances, and your elite-qualifying activity from both programs. In the meantime, continue to book travel and earn miles as you normally would. There’s nothing you need to do at this time; we’ll follow up with you when we begin the process of integrating accounts, but rest assured your miles and elite status are safe as we work to combine the two programs.

 

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Should I be earning miles with Dividend Miles or AAdvantage for the time being?

You can continue earning miles in whichever program you currently prefer. We want to reassure you that your miles remain safe and protected as we work toward integrating the two loyalty programs into one.

 

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What if I have already earned Dividend Miles Preferred status through February 29, 2016? What will happen when my Dividend Miles account is brought into the AAdvantage program in 2015?

When accounts are combined in 2015, we will combine your award mileage balances, your million mile balances, and your elite-qualifying activity from both programs. Dividend Miles Preferred status memberships that are valid through February 2016 will be honored with AAdvantage elite status. Rest assured your miles and elite status are safe as we work to combine the two programs.

 

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I have a Dividend Miles account and an AAdvantage account. How should I indicate that these two accounts should be combined in 2015?

At this time, there is nothing for you to do. As the timeline approaches for Dividend Miles accounts to be brought into the AAdvantage program, we will provide Dividend Miles members with an easy process to identify which accounts should be combined. And, if you don’t already have an AAdvantage account, we will assign you a new AAdvantage number once your Dividend Miles account has been migrated.

 

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Will there be any changes to the Dividend Miles or AAdvantage programs as a result of the merger?

Certainly. As we work to combine our programs into one loyalty program, we will evaluate our policies to determine how to best structure the combined program. Ultimately, our combined company will offer our members more opportunities to earn and redeem miles on an expanded global network of routes and partnerships.

 

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Can I combine my Dividend Miles and AAdvantage elite-qualifying miles and segments to qualify for elite status?

Not yet. Because we are maintaining two separate programs at this time, elite qualifying miles and segments (and American’s elite-qualifying points) only count toward elite status in the program in which they were earned. For now, elite-qualifying balances between the two programs cannot be added together to determine a customer’s current elite status. The specific date for the integration of both loyalty programs has not been set, but we are targeting 2015 to bring Dividend Miles member accounts into the AAdvantage program and to combine elite-qualifying activity between the two programs. We will keep you updated as this plan unfolds.

 

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What changes will be made to elite status levels?

At this time, US Airways will continue to have four elite status levels: Silver, Gold, Platinum and Chairman’s Preferred. American will continue to have three elite status levels: Gold, Platinum and Executive Platinum, each with its current elite qualification requirements.

 

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How many elite status levels will the combined program have?

As we work to combine the loyalty programs, we will evaluate what makes the most sense for our best customers. We have not yet made a decision about how elite status will be handled once the two programs are combined. However, we’ll provide ample notice for any decisions that impact our members.

 

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If I have elite status in the US Dividend Miles program, will it automatically be recognized with AAdvantage elite status when the programs merge?

At this time, US Airways and American will each maintain their separate loyalty programs. Although we will not be matching elite status levels while the programs remain separate, Dividend Miles elite status members already receive many elite benefits when traveling on American Airlines and vice versa. When the programs merge in 2015, Dividend Miles Preferred status memberships that are valid through February 2016 will be honored with AAdvantage program elite status. Additional decisions about how elite status will be handled once the two programs are combined have not yet been made.

 

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US Airways allows Dividend Miles members to buy status – will American match that?

American and US Airways will each maintain their separate loyalty programs at this time. For now, each program offers different options to their members. Both American and US Airways will continue to evaluate how best to structure the loyalty program moving forward, including decisions about the purchase of elite status. We will provide ample notice for any decisions that impact our members.

 

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US Airways allows Dividend Miles members to buy Trial Preferred status for three months while they try to earn it – will American match that?

At this time, American and US Airways will each maintain their separate loyalty programs. For now, each program offers different options to their members. For more details, visit aa.com/elite2014. Both American and US Airways will continue to evaluate how best to structure the loyalty program moving forward, including decisions about the purchase of elite status.

 

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Can I earn Dividend Miles on American Airlines, American Eagle or American Connection® flights?

Yes. When you book, be sure to include your Dividend Miles number to earn Dividend Miles on American Airlines, American Eagle or American Connection® flights. You can also add your Dividend Miles number to any existing reservation on aa.com or usairways.com.

 

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At what rate do I earn Dividend Miles on American flights?

You earn miles on American flights based on the class of service and fare you book.

 

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Will I be able to earn both Dividend Miles and AAdvantage miles for the same flight?

No, you will need to choose which program, AAdvantage or Dividend Miles, you wish to earn mileage credit for on any given flight.

 

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I'm a member of both airlines' programs. Will I be able to keep both Dividend Miles and AAdvantage miles?

Yes. US Airways and American will each maintain separate loyalty programs for now, and you can earn and redeem miles in both programs.

 

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Can I combine or move miles from one program to the other?

Not yet. American and US Airways will each maintain separate loyalty programs for the time being – AAdvantage and Dividend Miles.

 

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Can I still accrue and redeem Dividend Miles on Star Alliance and other US Airways airline partners?

We exited the Star Alliance on March 30, 2014 so you will no longer earn Dividend Miles on Star Alliance member airlines. However we will continue partnerships with some airlines. Learn more at usairways.com/airlines.

 

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Can I receive retroactive Dividend Miles credit for flights flown on American Airlines?

We cannot award retroactive mileage credit for travel before January 7, 2014, but Dividend Miles members will receive credit for flights flown on American on or after that date. You can request missing mileage credit for flights flown on American by logging in to your Dividend Miles account and clicking 'request missing miles,' or call the Dividend Miles Service Center at 800-428-4322 to request miles.

 

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Can I redeem Dividend Miles to travel on American Airlines, American Eagle or American Connection®?

Yes. To use your Dividend Miles to book award travel on any American flight, go to usairways.com or call 800-428-4322 (a service charge may apply).

 

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Can I use usairways.com to redeem Dividend Miles for travel on American?

Yes. You can redeem Dividend Miles for American flights on usairways.com or call 800-428-4322.

 

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Can I redeem Dividend Miles for travel on oneworld carriers?

Yes. We joined the oneworld alliance on March 31, 2014 and now Dividend Miles members can earn and redeem miles for travel with oneworld partner airlines.

 

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Will I keep the elite qualifying activity I had in 2013 and the elite status I earned?

Yes. Elite status earned in either program for the 2014 membership year based on 2013 flight activity is safe and will continue to be honored.

 

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Will travel flown on either airline count toward qualification for elite status?

Travel on eligible tickets on either airline will count toward your elite status qualification in the program designated when you booked your reservation.

 

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As a Dividend Miles member, will I earn elite qualifying miles and segments on other American Airlines partners or oneworld member airlines?

Yes. Dividend Miles members will earn elite qualifying miles and segments for travel on eligible fare tickets on American Airlines, American Eagle, the American Connection® carrier, US Airways, US Airways Express, US Airways Shuttle, US Airways partner airlines and oneworld member airlines.

 

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Can I combine my AAdvantage and Dividend Miles elite qualifying miles and segments to qualify for elite status?

Not yet. Because we are maintaining two separate programs at this time, elite-qualifying miles and segments (and American’s elite-qualifying points) only count toward elite status in the program in which they were earned. For now, elite-qualifying balances between the two programs cannot be added together to determine a customer’s current elite status. The specific date for the integration of both loyalty programs has not been set, but we are targeting 2015 to bring Dividend Miles member accounts into the AAdvantage program and to combine elite-qualifying activity between the two programs. We will keep you updated as this plan unfolds.

 

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How many elite status levels will the combined program have?

As we work to combine the loyalty programs, we will evaluate what makes the most sense for our best customers. We have not yet made a decision about how elite status will be handled once the two programs are combined. However, we'll provide ample notice for any decisions that impact our members.

 

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I'm a Dividend Miles Preferred member. Which benefits will apply to me when I travel on American?

Our Dividend Miles members now enjoy the following benefits while traveling on American:
- Upgrades on American operated flights within North America, Central America and the Caribbean if available at check-in
- Preferred status bonus miles for eligible flight activity
- Minimum mileage guarantee for flights under 500 miles in length
- First and Business Class check-in
- Priority access through security checkpoints
- Priority boarding
- Complimentary checked baggage allowance
- Complimentary access to Preferred Seats
- Same-day standby
- Priority baggage delivery for Gold, Platinum and Chairman's Preferred members

 

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What is the US Airways Dividend Miles Preferred program qualification and membership period?

US Airways Dividend Miles Preferred program qualification and membership periods are the same as the AAdvantage program. The elite qualification period is from January 1 to December 31. Elite status benefits take effect upon qualification and continue as long as the standard qualification requirements are met. The membership year is from March 1 through the final day of February of the following year. However, US Airways has extended its 2013 membership year through March 30, 2014, to coincide with its exit from Star Alliance and entry into oneworld.

 

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What changes will be made to Dividend Miles and AAdvantage elite qualification for 2014?

At this time, there are no planned changes to Dividend Miles or AAdvantage elite qualification. Both American and US Airways will continue to evaluate how best to structure the loyalty program at the new American. We will provide ample notice for any decisions that impact our members.

 

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What if I have already earned Dividend Miles Preferred status through February 29, 2016? What will happen when my Dividend Miles account is brought into the AAdvantage program in 2015?

When accounts are combined in 2015, we will combine your award mileage balances, your million mile balances, and your elite-qualifying activity from both programs. Dividend Miles Preferred status memberships that are valid through February 2016 will be honored with AAdvantage elite status. Rest assured your miles and elite status are safe as we work to combine the two programs.

 

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