Originally Posted by 1800billt

My flight from Hannover to Heathrow was delayed and we flew the next day. We were told to go the the Hotel and save our reciepts and we would be refunded later. This is part of my claim with American Airlines which THEY HAVE TOTALLY IGNORED.
The next day my flight landed in Heathrow - I got Vertigo for the 1st time in my life. I got very sick - projectile vomitting, etc. An ambulance took me to the Hospital. The people at the terminal told me to call back after going to the Hospital to get a flight home.
Around 5pm that day, I was released from the Hospital and called from the Hospital lobby. The American Airlines agent told me I needed to use my credit card for a ticket (they charged me over $2700) and another department would do a refund later. She said she could not do refunds (1st lie). At the end of the call, she told me she refunded me "some points". What? I thought she could not do refunds.
When I got back to Texas, 2 days later I tried to do claims online with American. Their online claim form is very small, but I did the claim. AA site says they will respond within 24 hours (another lie).
I mailed a packet to the Fort Worth office for AA. I never got a response.
AA only have phone numbers for Reservations and Flights. They do not have phone numbers for Customer Relations or Refund Department or any other department. If you search the internet and few more numbers show up, but they only transfer you to the main number or tell you that they cannot help you.
I have called at least 10 times.
3 representatives have been helpful, but then nothing happens. When they hang up the phone, the help you thought you were receiving disappears also. All 3 said that my flight back should have been no charge, just a flight change with at no cost. One time by change a Customer Relations person, picked up the call by mistake and said "do not go through the Refund Department, they will just denie your request. So Customer Relations will handle your issues." Then nothing happened again.
Two weeks ago, I was told that my request would be escilated to a higher level, that Refunds should only take 2 weeks generally, that I would get an email with 2 days, that I would get a call within 2 weeks. Well nothing happened. No email, no call. NO NOTHING.

Everytime send a request online or most of the times I call, I get free points "rewarded to me" - usually notified my email. Everytime I tell them I do not want FREE POINTS.
I want my money back for my expenses - Hotel, Breakfast, Taxi, Bus, $2700 for another flight.
I AM BEING IGNORED BY AMERICAN AIRLINES.

If I call American Airlines today - they only number I have is for reservations. They will tell me to start a claim online. Half the time if I ask for a supervisor, they will lie and say they do not have a supervisor or that the supervisor cannot help me.
Each time I call, the persons starts the process over again - asks me which flight. Then they tell me that the ticket I am asking about was used in full - therefor cannot be refunded.
If I call to report FRAUD by employees, they tell me to fill out an online form.

Before contacting AA with my claims, I contacted British Airways (their sister airline) and was told that since AA sold me the tickets, I needed to make my claim with AA.
One time I called AA and I was told by AA to contact BA, I told them that they already told me to go through AA, but he ignored me and told me to contact BA, not AA.

I live 4 hours away from AA Fort Worth Office. Do I go to Fort Worth and try to talk to someone?
Do I hire a lawyer?
Is time running out because of the run around I am receiving?

OUCH.