Originally Posted by lkar

I had a major schedule change. I called AA.com to try to find an alternative routing. They couldn't -- it was a complicated change. Tickets were purchased through Amextravel.

Agent agreed I could refund. Said it was "all set up," but that I had to call Amex to initiate the refund "from their end." I said, "that sounds weird," but she assured me. I thought about HUCA, but then figured I'd do what I was told, so I called Amextravel. They were polite but said, "that has nothing to do with us -- all we see is nonrefundable tickets, you have to go through AA to get a refund." It also turns out that the AA agent cancelled the tickets, though didn't mention that part to me other than saying it was "all set up."

I called AA back. Agent took a long time with the notes. Would not confirm that agent 1 had agreed to refund. I mentioned that I would never have had her cancel the tickets if I wasn't going to get a refund. Agent 2 wouldn't comment, although she eventually acknowledged that it "shouldn't be a problem," because the schedule change was significant. I asked her to initiate the refund. She said no, I had to go through prefunds.aa.com for each ticket (several of us on one PNR). So, I submitted them that way, with a comment to look at the notes on the reservation, and they have been pending for over a week, in a "status pending" situation.

Anything else I can do other than just sit and wait? How long does it usually take and was prefunds really the mechanism by which I was supposed to do all this?