Programs: AA EXP, DL GM, Starwood PLT, Marriott Silver
Posts: 26
Reservation Cancelled-Still completely perplexed.
Today I was scheduled to fly from MIA-LGA on the 6am flight and return this evening. I bought the ticket last Friday for $200, requested upgrades, it was ticketed a while later and upgrade was confirmed a few days later. Life is really complicated for me right now. I was completely displaced by Hurricane Sandy, in addition to dealing with some health issues, while trying to not let my business completely explode. I was heading to NYC to deal meet with my FEMA inspector and insurance adjustor.
Since my upgrades had been confirmed, and I have a thousand things on my mind, I really just forgot to check in online last night, and it really didn't seem important. It was an early flight and I didn't expect any issues. I went to check in at the counter and the agent told me that she could not find a reservation in my name. She asked me if I had a confirmation number, which I did, and she then said that my reservation had been cancelled and that I had received an email confirmation, which is not true. Then, and you cannot make this up, I got the automated email from AA telling me that my flight was on time. She called various people trying to reinstate my ticket with no luck, and she offered me a coach ticket for a really offensive amount of money. It was still really early in the morning, so at this point this is when I pinched myself to see if I was actually in a dream.
I have never had a problem like this before. And usually I do check in online, but it's most often when my upgrade hasn't cleared and I want to make sure I am near the top of the list. I just remembered this one strange thing that did happen a few days ago...I got a phone call from an 800 number that looked strangely familiar so I answered it. The man on the other end said, "Hi I'm not sure if I have the right number, I'm calling from American Airlines and I'm looking for Norma Rosencrantz." That is not my name, so I said I was not her, but I am an EXP. He said there was another name on the reservation and they were flying from LAX-STL on Dec 23. I didn't know the other person either and I have no plans to fly that route anytime soon so I wasn't able to help him but it was really, really strange. This whole ordeal has been really bizarre, and upsetting and I'm not really sure what to do. And because of Art Basel in Miami this weekend, flights are really expensive. I usually expense everything but I cannot believe American would do this that I am not ok with it today.
I am planning on calling customer service, but has anyone ever had a problem like this? What should I ask them to do? What is the best way to communicate with them? I am really not interested in bonus miles. I don't use my miles as it is. I earn them and I hoard them. I am really totally stunned with what happened this morning. My whole world is very strange right now, everything that can go wrong does, I'm like really living in this strange alternate universe. Very, very weird. Would appreciate any ideas.
Location: DFW; 2-time FT Fantasy Football Champ, now in recovery.
Programs: AA GLD 1.5MM; IHG Plat, Marriott Silver; OMNIPat
Posts: 10,070
Assuming it's a screw-up by AA, the first thing to do is to decide what you want.
Did you end up buying the expensive ticket? If so, then a refund of the difference between that and the original ticket price would be in order. Or did you stay home? Then I'd decide when you do want to make the trip, and ask AA to honor the price you paid for flights on the new date.
When the ticket canceled, was it refunded? Did you call the EXP desk? Could they tell you why it was cancelled?
By the way, collective wisdom here is that checking in early won't affect your upgrade chances - the list is supposed to be ordered by original request date/time, not check in time.
__________________
This space intentionally left blank.
Programs: AA EXP, DL GM, Starwood PLT, Marriott Silver
Posts: 26
Quote:
Originally Posted by swag
Assuming it's a screw-up by AA, the first thing to do is to decide what you want.
Did you end up buying the expensive ticket? If so, then a refund of the difference between that and the original ticket price would be in order. Or did you stay home? Then I'd decide when you do want to make the trip, and ask AA to honor the price you paid for flights on the new date.
When the ticket canceled, was it refunded? Did you call the EXP desk? Could they tell you why it was cancelled?
By the way, collective wisdom here is that checking in early won't affect your upgrade chances - the list is supposed to be ordered by original request date/time, not check in time.
I went back home. I am exhausted. The EXP desk was as confused as I was. Honestly, I cannot go back to my apartment. I am trying to deal with everything at once. This is just icing and makes things really complicated for me because I do not have extra time. Am I entitled to anything else besides them honoring the price I originally paid? This is a huge pain.
And I always thought my upgrade was based on when I booked but then a while back a few people told me otherwise and for whatever reason I believed them. I don't know. Very rarely do they not clear.
Since my upgrades had been confirmed, and I have a thousand things on my mind, I really just forgot to check in online last night, and it really didn't seem important. It was an early flight and I didn't expect any issues. I went to check in at the counter and the agent told me that she could not find a reservation in my name. She asked me if I had a confirmation number, which I did, and she then said that my reservation had been cancelled and that I had received an email confirmation, which is not true. Then, and you cannot make this up, I got the automated email from AA telling me that my flight was on time.
Only question is: Did you buy the ticket? YES ? NO?
Upgrade and Flight notification means nothing- If you bought ticket then you would have conformation email with tkt number and AA debited your account.
If you bought tkt AA owes you big.
I once thought I bought the tkt, but sale did not go through and I didn't realize until I got to airport. MY FAULT!
__________________
May the upgrade gods look favorably upon you!!
Programs: AA EXP, DL GM, Starwood PLT, Marriott Silver
Posts: 26
Bought ticket. Got email confirmation. Was ticketed. Everything was good, nothing different than any other time I fly, except that I booked a week in advance rather than a couple of days. I just didn't check in online because yesterday was a really busy/frustrating day. I have a lot to deal with. I just didn't do it. But does anyone think there is something strange about the phone call I got from AA for someone else's reservation a few days ago? That is very strange. Really really bizarre. And I just checked with Amex that my card was charged and not refunded. So I guess I am going to get on the phone with customer service. The EXP desk could not understand it at all.
Since you hoard miles, why not use them to buy a ticket rather than pay the high prices? MileSAAver awards probably won't be available, but you will be able to get an AAnytime award in F or Y. Then, you can take your trip now and worry about AA rectifying the situation later. Hopefully, you will eventually get the miles back (or at least a refund on the original ticket plus some miles towards the AAnytime award). Worst case scenario is you have less of your hoard of miles that you never use!
At some point, AA should be able to tell the OP when the reservation was cancelled, and why the reservation was cancelled. Did the OP attempt to check in for the flight at least thirty minutes before scheduled departure time?
Something similar happened to me. I had a ticket on hold, before expiring, I purchased the ticket and it went to "purchased" status. Woke up in the morning and the ticket was canceled. I'm 99% sure I had purchased as I remember using a saved CC and entering the 3 digit security code. It wasn't a big deal to me because I just made another reservation at the same fare and issued the new reservation. If my CC didn't go thru the first time, I wish they had contacted me.
Something similar happened to me. I had a ticket on hold, before expiring, I purchased the ticket and it went to "purchased" status. Woke up in the morning and the ticket was canceled. I'm 99% sure I had purchased as I remember using a saved CC and entering the 3 digit security code. It wasn't a big deal to me because I just made another reservation at the same fare and issued the new reservation. If my CC didn't go thru the first time, I wish they had contacted me.
Purchased and ticketed are different. The OP appears to have had a 'ticketed' ticket that got cancelled.
Programs: AA EXP 1.9MM Admiral Club National Car E Hilton GLD Hyatt PLT Club Carlson GE Marriott GLD
Posts: 1,088
To the OP
AA should be able to tell you how the reservation was cancelled, if AA canceled the reservation, a refund is certainly due to you and AA should honor the ticket price for a future travel, along with some miles for your inconvenience.
If AA says that the reservation was canceled from your account, then your account was compromised. Maybe that phone call you mentioned was a bogus call, and they were trying to get some additional details. Did you gave the agent some private information about your account?
__________________
Master of my thoughts, slave to my words....
I agree that the "strange phone call" may be involved. If there was an online request on aa.com for a cancellation (OP's account compromised) there should be a record. Someone at the EXP desk should be able to obtain how and why the reservation was canceled.
Programs: AA LT Gold, 1.7 MM flying my way to LT PLAT
Posts: 10,619
Do you still have that 800# on your phone? That may help sort this all out. I have never had a cold cancellation of a purchased ticket and didn't know it was a risk.
At some point, AA should be able to tell the OP when the reservation was cancelled, and why the reservation was cancelled. Did the OP attempt to check in for the flight at least thirty minutes before scheduled departure time?
It gets even more bizarre. My return trip wasn't cancelled. That still exists, which makes even less sense to me, although at this point, after several hours on the phone, they may have done something with that, because obviously, I cannot possibly travel on that flight. I arrived at the airport this morning an hour and 15 minutes before the scheduled departure time to check in. I am trying to get answers, but I am not getting much luck.
My entire life is in complete disarray and I'm trying to get things back in order so I can actually be productive. I live in Lower Manhattan. Never did we ever expect that we would be displaced for an extended period of time because of a hurricane.
Quote:
Originally Posted by oldpenny16
Do you still have that 800# on your phone? That may help sort this all out. I have never had a cold cancellation of a purchased ticket and didn't know it was a risk.
I think I have it, and if I don't it will be on my call details in my phone bill. So I'm sure I'll be able to provide that. Good idea!!! Thanks!
Quote:
Originally Posted by bthotugigem05
Odd situation that definitely warrants an explanation from AA.
Moreover, I hope life eases up for you. Seems like there's a lot on your plate. Here's to relaxed travels in your near future!
Thank you. You are very kind.
I am too annoyed to deal with this anymore for the next hour. I've recruited some help...I've just about had it with technology, it really does not make ANYTHING easier. A travel agent and a paper ticket is looking pretty good to me right now. And I think those Amish are on to something...
I will let you all know what our investigation uncovers. Thank you all for being kind to me. I am blown away by this entire thing. Amazing.
Last edited by JY1024; Dec 8, 12 at 2:51 am..
Reason: Merged 3 consecutive posts from same member
Since you hoard miles, why not use them to buy a ticket rather than pay the high prices? MileSAAver awards probably won't be available, but you will be able to get an AAnytime award in F or Y. Then, you can take your trip now and worry about AA rectifying the situation later. Hopefully, you will eventually get the miles back (or at least a refund on the original ticket plus some miles towards the AAnytime award). Worst case scenario is you have less of your hoard of miles that you never use!
Use the miles and fight AA later when your head is in a better place,
You have been through a trauma, so get back home and argue with AA at a later date.
Most important- if they send you a voucher for the cancellation do not use it.
Doing so makes it harder for customer relations to refund back your miles in full.
__________________
May the upgrade gods look favorably upon you!!
