Involuntary schedule cancellation Award ticket
#1
Original Poster
Join Date: Jun 2012
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Involuntary schedule cancellation Award ticket
I had 2 seats booked on a flight to ATH in April that I booked back in November. Apparently, the flight from PHL to ATH was supposed to be seasonal only starting in May. Somebody at the website screwed up, I suppose. Anyway, I was never notified by AA that the PHL - ATH segment was cancelled (a fact that customer service admitted to) and I only found out because I was checking some other reservations and stumbled upon the fact that my ticket "ended" at PHL. The only option they are giving me now is a much longer flight on BA metal through LHR and me paying the BA/LHR taxes, fees and such. I don't feel I should have to pay anything since AA is the one that screwed up and allowed me to book a flight they weren't even operating until the next month. I have spent a couple of hours on the phone today with different customer service reps and pretty much get the same answer from each one, even after getting a supervisor involved. Anyone have ideas what to do?
#2
Join Date: Apr 2002
Location: NYC
Posts: 9,114
I think your options are limited as BA seems to be the only oneworld carrier to fly there. They are not going to waive the fee. You can ask for a refund, though I am sure that is not what you want.
If you want to save money you could fly to another (cheaper) gateway (e.g.Berlin) and buy a cheap ticket - but I doubt it is worth it.
If you want to save money you could fly to another (cheaper) gateway (e.g.Berlin) and buy a cheap ticket - but I doubt it is worth it.
#3
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Join Date: Jun 2012
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I think your options are limited as BA seems to be the only oneworld carrier to fly there. They are not going to waive the fee. You can ask for a refund, though I am sure that is not what you want.
If you want to save money you could fly to another (cheaper) gateway (e.g.Berlin) and buy a cheap ticket - but I doubt it is worth it.
If you want to save money you could fly to another (cheaper) gateway (e.g.Berlin) and buy a cheap ticket - but I doubt it is worth it.
#4
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The fees should not be too bad if they route you to LHR on AA metal. Surely they can open space on their own aircraft. I am concerned about this as I have a complicated premium travel itinerary from Edmonton to Australia next Nov which is when our only AA flight to PHX is supposed to return. I have booked MANY other tickets and would not accept a simple cancellation.
#5
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Of the AA/oneworld routings to ATH on your travel date, which would you prefer? Can you take AA as far as LHR to minimize the fees? Is there a routing through MAD on IB? Does AA fly into ATH from a USA gateway other than PHL? In fact, would you even want to try to get AA to change your award tickets to dates, if any, on which the PHL-ATH flight does operate?
You experienced a schedule change. It's not like AA deliberately showed your flights on dates that subsequently were not within the actual period of operation of the flight as the departure got closer.
You experienced a schedule change. It's not like AA deliberately showed your flights on dates that subsequently were not within the actual period of operation of the flight as the departure got closer.
#6
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The fees should not be too bad if they route you to LHR on AA metal. Surely they can open space on their own aircraft. I am concerned about this as I have a complicated premium travel itinerary from Edmonton to Australia next Nov which is when our only AA flight to PHX is supposed to return. I have booked MANY other tickets and would not accept a simple cancellation.
#7
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AA should be able to open award space on its own flights for you, assuming that the connections are legal and that they are still selling tickets in your cabin class on the flights.
#8
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Join Date: Jun 2012
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Of the AA/oneworld routings to ATH on your travel date, which would you prefer? Can you take AA as far as LHR to minimize the fees? Is there a routing through MAD on IB? Does AA fly into ATH from a USA gateway other than PHL? In fact, would you even want to try to get AA to change your award tickets to dates, if any, on which the PHL-ATH flight does operate?
You experienced a schedule change. It's not like AA deliberately showed your flights on dates that subsequently were not within the actual period of operation of the flight as the departure got closer.
You experienced a schedule change. It's not like AA deliberately showed your flights on dates that subsequently were not within the actual period of operation of the flight as the departure got closer.
The flight was available on the website and in November when I booked it and continued to be on aa.com until last month. They most certainly did show flights on dates that were not within the period of operation as admitted to by AA customer service. Don't know if that technically qualifies as a schedule change as much as a schedule screw up. Not sure what you are implying.
I tried to get them to change my tickets to dates the flight does operate, but they claim they can't because there is no availability.
#9
Join Date: May 2005
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AA only flies direct to ATH from PHL.
The flight was available on the website and in November when I booked it and continued to be on aa.com until last month. They most certainly did show flights on dates that were not within the period of operation as admitted to by AA customer service. Don't know if that technically qualifies as a schedule change as much as a schedule screw up. Not sure what you are implying.
I tried to get them to change my tickets to dates the flight does operate, but they claim they can't because there is no availability.
The flight was available on the website and in November when I booked it and continued to be on aa.com until last month. They most certainly did show flights on dates that were not within the period of operation as admitted to by AA customer service. Don't know if that technically qualifies as a schedule change as much as a schedule screw up. Not sure what you are implying.
I tried to get them to change my tickets to dates the flight does operate, but they claim they can't because there is no availability.
Anyway, if you can find paid availability on a different, obviously later, date, I would push AA to open award space on their own metal. Keep in mind they cannot force it on partners so if you find a routing that includes someone other than AA and there's no award availability, AA probably won't be able to do anything. If you cannot go after AA starts the PHL-ATH service, then unfortunately you won't have much choice but to take what's available and pay whatever fees are associated with the new ticket. May not seem fair but it is what it is.
#10
Join Date: Sep 2005
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AA flies to LHR daily. Call them back and ask them to open up space on their PHL-LHR flight and then connect you to the available BA LHR-ATH flight. This will avoid the extortionate "fuel surcharges" BA charges on their own flights.
#11
Join Date: Dec 2005
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Please note: You need to help yourself a bit...if you are just calling in and ranting and asking 'what can you give me?', they can easily deflect you with "nothing available".
They SHOULD be able to get space on any AA aircraft.
So you need to FIRST find flights and planes, THEN demand 'I want an award on these flights'
#12
Original Poster
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They should be able to open up award space and therefore get "Availability".
Please note: You need to help yourself a bit...if you are just calling in and ranting and asking 'what can you give me?', they can easily deflect you with "nothing available".
They SHOULD be able to get space on any AA aircraft.
So you need to FIRST find flights and planes, THEN demand 'I want an award on these flights'
Please note: You need to help yourself a bit...if you are just calling in and ranting and asking 'what can you give me?', they can easily deflect you with "nothing available".
They SHOULD be able to get space on any AA aircraft.
So you need to FIRST find flights and planes, THEN demand 'I want an award on these flights'
#13
Join Date: May 2008
Location: NYC
Programs: DL PM; UA 1K; AA 1MM
Posts: 4,506
This is correct, it was not a website screw up. AA originally loaded the seasonal PHL-ATH flight to begin in late March. In mid-January, they updated the schedule to push the start of PHL-ATH into early April. A week later, they updated the schedule again to push the start of PHL-ATH to early May. This was an intentional schedule change by AA, not a website error.
This doesn't change the (sound) advice given in this thread of course.
This doesn't change the (sound) advice given in this thread of course.
#14
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First, this is not a "screwup" in any sense of the word. AA changed the seasonal schedule for this service and publicly announced it. That doesn't really make any practical difference, because the flight doesn't operate on your preferred date, but that is the simple fact.
Second, ask yourself what you would have done if AA had changed its schedule before you booked. E.g., you went online and there was no PHL-ATH service. Would you have booked through LHR and paid the $300 or not travelled. If the former, you have your answer. If the latter, you are entitled to cancel for a full refund without penalty.
Third, do some homework before you call back. AA is very good about forcing space on its own metal (it can't force space on other carriers), but you have to ask and it's easier to reroute onto other carriers with space than to force space. Thus, ask for the specific AA flights to LHR with connections on BA to ATH. You will find agents tend to try things when you ask rather than looking at a screen which only shows availability.
Fourth, you have not told us your route. Do you originate at PHL or do you connect there? Are there other routings possible? Would you consider connecting to other OW carriers such as AB or IB in Europe or departing from other US gateways such as JFK?
In the end, AA isn't going to absorb the extra fees. It will offer you a full refund as it must. If you do accept the reroute offered, pay the fees and after you return, explain the issue and ask for a refund. You may see a smallish gesture such as a small credit or a few miles. But, don't suggest to AA that the website was in error as it was not.
Second, ask yourself what you would have done if AA had changed its schedule before you booked. E.g., you went online and there was no PHL-ATH service. Would you have booked through LHR and paid the $300 or not travelled. If the former, you have your answer. If the latter, you are entitled to cancel for a full refund without penalty.
Third, do some homework before you call back. AA is very good about forcing space on its own metal (it can't force space on other carriers), but you have to ask and it's easier to reroute onto other carriers with space than to force space. Thus, ask for the specific AA flights to LHR with connections on BA to ATH. You will find agents tend to try things when you ask rather than looking at a screen which only shows availability.
Fourth, you have not told us your route. Do you originate at PHL or do you connect there? Are there other routings possible? Would you consider connecting to other OW carriers such as AB or IB in Europe or departing from other US gateways such as JFK?
In the end, AA isn't going to absorb the extra fees. It will offer you a full refund as it must. If you do accept the reroute offered, pay the fees and after you return, explain the issue and ask for a refund. You may see a smallish gesture such as a small credit or a few miles. But, don't suggest to AA that the website was in error as it was not.
#15
Join Date: Aug 2009
Location: MCO
Programs: kettle emeritus, exDL GM .96MM, exUA PP, ex AS MVP
Posts: 42
GF and I had J award tickets in April MCO-PHL-ATH. Fortunately, I saw a thread a few weeks ago about the elimination of the nonstop PHL-ATH for April. Called and was re-routed MCO-PHL-LHR-ATH on same departure date (first two flights on AA). Yes, it cost us $100 each additional for taxes. The only real disappointment about the change is that we lose a day in Athens (Arriving 18.30 instead of 09.30) and BA wants $44 each to reserve a seat for LHR-ATH (which we declined).