The airline will centralize its commercial services in the United States and move ticket purchases, reservations, and other transactions to its digital platforms and telephone channels, without announcing changes to its regular flights within the country
SANTO DOMINGO– American Airlines has decided to close its ticket sales office in Santo Domingo as part of a corporate restructuring process aimed at centralizing its commercial services in the United States, according to a company executive who preferred to remain anonymous.
The move marks a change in the airline's customer service model, which for decades offered in-person assistance to Dominican passengers to purchase tickets, check fares, make reservations and modify itineraries.
According to the source consulted, the reorganization is due to a new business management structure. However, to date, the company has not publicly offered further details about the specific factors that led to the closure of its facilities in the Dominican capital.
The airline will maintain its flights in the country
The closure of the commercial office does not imply American Airlines' exit from the Dominican market, nor does it imply a suspension or announced reduction of its flight operations.
The executive indicated that the regular flight schedule will continue as normal, maintaining the connection between the Dominican Republic and the various US cities included in the company's destination network.
In that regard, he explained that the decision is limited to the reorganization of sales and commercial services, without any changes having been communicated regarding the airline operations that the company maintains in Dominican territory.
Purchases and reservations will be made online and by phone
With the implementation of this measure, passengers will primarily need to make their ticket purchases and other commercial transactions through digital platforms and telephone channels enabled by American Airlines.
This change replaces the in-person service offered by the office located on Winston Churchill Avenue, corner of Max Henríquez Ureña, in Santo Domingo, where travelers could receive guidance on their itineraries, check prices and manage modifications to their reservations.
The decision represents a transformation in the way the airline relates to its customers in the Dominican Republic, by concentrating outside its physical facilities the services that it previously offered directly.
The closure affects passengers who prefer in-person service
The removal of this service point could pose a challenge for users who rely on personal assistance to resolve travel-related issues, especially the elderly and those who have difficulty using digital tools.
For years, the company's sales offices provided an alternative for those who needed direct guidance on purchasing tickets, changing dates, international connections, and other procedures related to their reservations.
The transition to digital and telephone channels is part of a centralized service model, although the company has not specified whether it will implement additional measures to facilitate access to its services for passengers requiring personalized assistance.
No information about office staff
So far, no official details have been released regarding the future of employees who worked at the closed facilities, nor about possible relocations, layoffs, or other adjustments related to the restructuring process.
The lack of public information on this matter leaves the scope of the decision unclear, as well as the measures the company might take regarding personnel linked to its commercial services in Santo Domingo.
More than five decades of presence in the Dominican Republic
American Airlines began operations in the Dominican Republic on September 8, 1975, with a flight from New York to Santo Domingo, after acquiring the operating rights for a route previously served by Pan American World Airways (Pan Am).
Since then, the company has maintained a sustained presence in the Dominican market, progressively strengthening its air connections with the United States and other international destinations through its flight network and connecting links.
With the closure of its commercial office in October 2026, the airline reaches 51 years of presence in the country, a period during which it has contributed to facilitating the travel of tourists, business travelers and Dominicans who travel to visit their relatives abroad.
Throughout its history, American Airlines expanded its services to different points in the national territory, with operations from airports such as Santo Domingo, Santiago, Punta Cana, Puerto Plata and La Romana.
Expansion of routes and international connectivity
The company's growth in the Dominican Republic has also been reflected in the expansion of its routes and the increase in its seat capacity during different seasons.
In 2015, when it celebrated its 40th year of operations in the country, the airline maintained services at five Dominican airports and reported a movement of more than five million passengers at national airports during 2014.
Subsequently, in December 2025, American Airlines announced new routes from Punta Cana to Indianapolis, Nashville, Pittsburgh and Raleigh-Durham, as part of its plans to expand connections between the Dominican Republic and the United States.
Likewise, for the peak winter season of that year, the company planned to increase its seating capacity and flight frequencies from various Dominican airports, in order to meet passenger demand during that period.
In May 2026, the airline also added a seasonal service between Santiago de los Caballeros and Philadelphia, reinforcing its presence in the Cibao region and offering new connection alternatives to travelers in that area.
A new stage in the relationship with Dominican passengers
The closure of the Santo Domingo sales office represents a significant change in American Airlines' commercial service, especially for those who for years personally visited its facilities to manage their travel.
Although the company will continue to connect the Dominican Republic with its network of destinations, the elimination of this physical space modifies one of the traditional channels through which customers accessed its services.
Thus, after commemorating its 50th anniversary in September 2025 and celebrating 51 years of operations in September 2026, American Airlines begins a new stage in the Dominican market, characterized by the centralization of its commercial operations in the United States and the strengthening of customer service through the internet and telephone.
The decision confirms a transformation in the airline's service model: while maintaining its flight operations in the Dominican Republic, it is moving its sales and reservation processes to non-face-to-face channels, in line with the business reorganization described by the source consulted.
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