Last month I had a flight cancelled due to weather. The alternative offered by AS would have me arriving 10 hours later and at midnight instead of 2.00pm. There was availability on AA that would have got me to my destination at 2.30pm, just 30 minutes late, but AS refused to put me on AA. I told them I did not accept their alternative and asked to cancel my itinerary and receive a refund since there was a SouthWest flight leaving in 45 minutes that woudl get me to my destination only 3 hours late. AS told me that since I had bought a saver fare they would only protect me on another AS metal flight and if I chose not to fly I was not entitled to a refund. I cited DOT rules and they said that AS policy supersedes federal law. I cited their own CoC and they said their CoC doesn't apply to Saver fares. I asked to speak to someone else and the person told me that she was the supervsior and was the most senior person onsite. I tried to phone AS but wait times were over an hour. The app instructed me to call customer care.

About 5 days later I did get a refund to my credit card but a voucher that I'd used did not get refunded.

I took the SouthWest flight at considerable expense and sent a complaint to AS via their web form on 5/11/26. They bounced back a response that said due to high volumes they would reply within 7-10 days. By 5/23 I had not heard anything so I replied to the email and asked for an update. By 6/2 I had still heard nothing so I escalated to Trudy Dobbins. Still not heard anything.

Meanwhile I have filed a complaint with the DOT.

Is this their usual level of customer service?