AA made us repurchase our tickets. Refusing to refund. Options?
Me and my wife booked for our honeymoon to Fiji with AA. Our itinerary was MSN-DFW-SFO-NAN and return NAN-LAX-CHI-MSN. However on our way to Fiji, our flight from DFW to SFO got delayed (NOT weather related delay, we had to wait for the pilot to arrive), due to which we missed our connection to NAN. AA then re-booked us, changing our itinerary from SFO-NAN to SFO-AKL-NAN.
What we didn't realize was that during re-booking, the AA agent issued SFO-AKL against our SFO-NAN flight, and AKL-NAN flight was booked in exchange for our return flight NAN-LAX. After spending several weeks in Fiji, when we reached NAN airport to return home, the Fiji Airways (AA partner) agent told us that our NAN-LAX flight tickets have been exchanged by AA and therefore they can no longer check us in for our flight home. We did not believe the Fiji Airways gate agent, since our AA app was showing our assigned seat numbers on the aircraft.
Since there was no AA desk at NAN airport or local helpline number, we made a long distance call to AA to resolve the issue. We waited for over an hour on the phone however couldn't reach AA. The Fiji Airways customer service agent told us that the only way they could check-in us would be if we buy the tickets from Fiji Airways. Left with no other alternate, we had to repurchase our flight tickets 5 minutes before Fiji Airways was about to close the check-in process.
We have been corresponding with AA for last 3 weeks to resolve the issue and requesting a refund of the tickets that we had to buy in Fiji. AA has refused to reimburse us for repurchasing our flight tickets, which was caused due to the mistake by the AA agent. They have offered to refund $22 for the un-flown flight segment and $400 voucher. We have refused to accept this since our costs were much much more than that.
AA has stopped communicating with us to resolve the issue. What options do we have to get our money back?
Last edited by NervousWreck; Mar 2, 2020 at 11:30 am