This only one way to contact AA is completely useless. Fill out a webform, and see what you get back. In my case it was responses that say nothing. I called, and got the same result of 'don't call us, we will let you know'.

I had booked a flight PHX-MCO and paid for MCE for myself and the Mrs.

Thanks to tripit, I got an email about a flight change.

I checked the website and saw that instead of the A321 I had purposely booked, now we were on a HP757. I really didn't want to be on that torture tube so I called to switch flights.

That was done easy enough, but I had to pay for the MCE seats again, and I was told that would be refunded.

After not seeing the credit hit the bank after several days I used the contact form and got this:

Thank you for contacting us. In view of the details you recounted, we have forwarded your request to our Passenger Refunds department for their review and consideration of any applicable refund. Once the adjustment is processed by the accounting specialists in that department, a credit will be issued to your credit card account. Depending on your bank billing cycles, it could take up to 2 cycles for the credit to be reflected on a statement. In addition, you can track the status of your refund via AA.com at the following link: https://www.refunds.aa.com (please allow 2 business days before checking).

Should you need to contact personnel in our Passenger Refunds department directly, their contact information is:

American Airlines


Passenger Refunds
4000 E Sky Harbor Blvd.
Phoenix, AZ 85034

Fax : 1-800-892-3447 or 480-693-2759

We do appreciate your business and look forward to welcoming you aboard soon.

So I called and they said they could see a refund was requested but it had not been processed yet. I asked when that was going to happen and they said they were just really busy due to the recent weather delays.

I asked if I could see the status online and was given a refund webpage and the document number to enter. I tried, and nothing about the refund, but I could request a refund on the entire trip.

Waited another week, and nothing.

So I send another message on the AA webpage and now I get another 'blow the customer off response':

On behalf of American Airlines, thank you for contacting Customer Relations.

It has come to our attention that the inquiry you submitted involves current or future travel which can be better addressed by personnel in our Reservations Department. They can be reached via 1-800-433-7300 and are available to assist you 24 hours a day, 7 days a week.

If you still have questions or concerns after your trip is completed, we'd be happy to hear from you in Customer Relations.

In addition Mr. Will, we are sorry to hear that your refund matter remains unresolved to your satisfaction. Please contact our refund specialists directly via the contact information below. They have the ultimate responsibility to conclude matters of this kind.

American Airlines
Passenger Refunds
4000 E Sky Harbor Blvd.
Phoenix, AZ 85034
Fax : 1-800-892-3447 or 480-693-2759

Or, online at https://www.refunds.aa.com. Mr. Will, if you are not able to get your Refund request processed in a timely manner, you are able to contact Passenger Refunds directly yourself. It does have to be in writing, also please include your transaction ticket numbers:



Any questions regarding these transactions, please contact our Reservations Department at the phone number listed above (we in Customer Relations handles Post Travel issues). We do appreciate your business

So get the brush off and a suggestion to look on a webpage that does not work for this.

How about this AA...... don't double charge people.