"Case # DKxxx

Dear (tangoll)

This responds to your communication regarding American Airlines and Expedia. The U.S. Department of Transportation seeks to ensure that all airline passengers are treated fairly. Complaints from consumers are helpful to us in determining whether the airlines are in compliance with the law and to track trends or spot areas of concern that warrant further action.

I will forward your complaint to the companies and ask the company to respond directly to you with a copy to us. Airlines are required to acknowledge receipt of a consumer complaint within 30 days and provide a substantive response to the complainant within 60 days. I will review the airline's response. If you need to contact me please email me. Please include your name and case number (see above).

If my review of your complaint and the response from the company discloses a potential violation of our rules, our office may pursue enforcement action. Generally, our office pursues enforcement action on the basis of a number of complaints which may indicate a pattern or practice of violating our rules. Your complaint may be among those considered and may lead to appropriate enforcement action including the assessment of civil penalties. However, our office has no authority to order compensation for individual complainants.

I have entered your complaint in our computerized industry monitoring system, and it will be counted among the number of complaints filed against these companies in our monthly Air Travel Consumer Report. This report allows consumers and air travel companies to compare the complaint records of individual airlines and tour operators. The data in this report also serve as a basis for rulemaking, legislation and research. Consumer information for air travelers, including the Air Travel Consumer Report and our pamphlet Fly-Rights, a Consumer's Guide to Air Travel, can be found on our website: www.transportation.gov/airconsumer.

Thank you for taking the time to contact us.

Sincerely,

XXX

U.S. Department of Transportation

Aviation Consumer Protection Division

(Attachments)
AMERICAN AIRLINES

05/03/2020

HKG/LAX/AA192

Description of Problem/Inquiry

Booking Record XXX Ticket purchased on 07/03/2019 from Expedia.com.hk for $XXX paid in full via Mastercard. AA cancelled flight on 03/12/2020, and claims on 04/21/2020 that refund paid to Expedia. Expedia claims I cancelled flight, which is incorrect, and offers only a voucher/credit for same amount for same itinerary HKG/LAX for future use. I request DOT to cause AA to refund the amount to me instead. Thank you.

EXPEDIA.COM

HKG/LAX/AA192

Description of Problem/Inquiry ( Same as above).

"End of reply"