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Old Mar 26, 2020 | 12:44 pm
  #50  
fastflyer
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Join Date: Apr 2000
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Originally Posted by paul_from_losangeles

1. Telephone AA, wait on hold, and hope to resolve the situation.
2. Tweet AA, explain my problem, and hope for a reply.
3. Do nothing, and expect to receive an e-credit.
4. Select one of the offered flights, and hope that a Cancel button appears for the new "My Trip". Then Cancel the trip, and apply for a refund.

Thank you for any suggestions.
I believe for an actual refund, you have to do 1 or 2. If you do nothing, and the reassigned flight operates, you would become a No Show, possibly endangering a refund or even a voucher.

Interestingly, the refund process has several "roadblocks" now to encourage people to take the voucher. First, the voucher radio button is enabled and the refund button is disabled, while nearby a large OK button has the focus. If you inadvertently press enter on this page, you get a voucher (and not a 120% voucher, just the basic value voucher). I can see how users might quickly navigate through the refund screens and inadvertently end up with a voucher rather than a refund, even when entitled to a refund. Secondly, after declining the voucher, a second popup appears offering a 20% bonus. And the voucher does in fact come with a 20% bonus (I accepted this offer on a ticket entitled to an actual refund).

So to get a refund, a pax on a cancelled flight must
1. Communicate with AA to decline the automatically re-assigned flight (namely by canceling the reservation, noting that you will be applying for a refund)
2. Navigate to the Prefund page with the ticket number (not the locator code)
3. Carefully select the options for a refund, not a voucher
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