Originally Posted by
ashill
This wasn’t the web site, it was the ticket confirmation email. My understanding is that under US law, that is binding on the carrier. Even if there’s some way AA’s lawyers have of getting out of that being legally binding, it’s awful customer service (not that that’s likely to bother the new American) to disregard their own confirmation email, especially over $30. Yes, AA was wrong to list no fee on the ticket, but once they made that mistake, they were wrong to charge the traveler a fee.
Not sure who told you that, but it is simply wrong. The email is not legally binding. When you purchase a ticket, you agree to the terms in the Contract of Carriage and only the CoC.
However, I do agree, given the email, 100% it is poor customer service.