Originally Posted by
ttuna3
How/when did you find out about it? Also did you get any other notification (usually an e-mail) from them?
If you went to the airport and got the word there then if they don't have a very serious proof (eg an email) then it's an IDB and they're now on the hook for your expenses (reasonable) including lodging and food, etc... Also there's a rather large payment due to you as well.
Did you escalate to a Supervisor and then a Manager to see what they could do? A lot of agents just do the absolute minimum and/or don't have the authority to reinstate things after a change is made, especially if there's no seats in your cabin. You'll need someone with greater authority to make anything happen.
If there was an AA FUBAR then you should get in touch with them and work something out. CS is very slow to respond, Chat and Twitter agents are usually a lot better and will almost always get the right level of people involved.
They messed up one of my reservations a while ago during a schedule change and it took a chat with a Manager to get things fixed after about a 45 minute call and being passed around from Agent to Supervisor to a Manager before they finally got it right.
If you read the Twitter feed the OP linked, it gives some detail. The OP called in to inquire about changing the flights on Oct 2. AA told the OP there was no fee to change the flights and the OP said “okay” but didn’t mean “ok, make the change”. Something else transpired and they asked him what seats he wanted and at that point, his phone disconnected. He assumed no change had actually been made so didn’t check further. But AA claims “
We've done an extensive review of your booking. The change of date from Oct 04 to Oct 07 was done upon your call-in request made on Oct 02”. At least that is what I garnered from the Twitter exchange he posted. It seems a case of miscommunication and misunderstanding.