AA Lends Helping Hand to North Carolina Boy Scout Troop

Kristen Richardson, of Morehead City, NC, contacted the Boston Globe’s Christopher Elliott to describe the plight of Boy Scout Troop 130. Forced to cancel a trip to New Mexico because of wildfires, it had been issued with unusable vouchers and wanted advice from Elliott about how it should proceed.

Corresponding on behalf of a North Carolina Boy Scout troop, Kristen Richardson of Morehead City, North Carolina, has written to the Boston Globe‘s Christopher Elliott to ascertain if American Airlines could offer the group exceptional ticketing assistance. Boy Scout Troop 130, which totals 13 scouts and six adults, had to cancel a trip to Philmont Scout Ranch in New Mexico due to this summer’s wildfires.

Describing the crux of the matter, Richardson writes, “Our travel agent has made attempts to negotiate with American Airlines, and the airline is willing to waive only the cost of the change fee ($200 per person). We are very appreciative of this, but this will not help our situation, as the tickets must be used within one year from the date of being issued (May 29). The Philmont Scout Ranch does not open until the month of June, and our newly assigned camp expedition for 2019 has been rescheduled for June 26.”

Giving his honest assessment of the situation, Elliott replies that American “was absolutely within its rights to charge you a change fee and then expire your tickets a year from the initial date of your booking.”

However, softening his reply, Elliot reminds Richardson that, in this case, the size of the booking could work in her favor. “You have a group reservation, and airlines often will bend rules for a group, particularly a group with a charitable purpose,” he explains.

Giving another piece of advice, Elliott adds, “To make your best argument, hone your message and make it brief and unemotional. You’re doing this for a good cause, and a natural disaster prevented you from reaching your destination.”

Offering resolution on the matter, he reveals that the carrier has indeed offered to lend a helping hand to the group.

“It turns out that another parent had already tried to contact American twice to see if you could get those vouchers extended, so I agreed to give it a try. American agreed to reissue 19 vouchers, valid for a year from the date of issue. Have fun in New Mexico,” Elliott writes.