Originally Posted by
took
There may be a number of threads on this subject, but this is first I encountered that seems to directly be related to my issue.
First, I wanna personally thank and appreciate you for doing a search! That's so rare around here, yet so nice!
SO, I went to a nearby hotel that did have shuttle service. I assumed (silly me?) that I'd be reimbursed, at least in part.
AA just wrote today (six weeks later) to say, "Sorry, we can't reimburse you."
Is this normal now? I confess, I'm surprised since many agents (ticketing, etc.) suggested I write to AA and assured me that i would almost certainly be reimbursed.
Suggestions? Is there a "higher authority" than Customer SErvice?
It can be difficult to get customer service to even READ a letter. They quickly scan the letter (perhaps by machine), look for key phrases, then churn out a canned response. So the key is to get a human to read your letter.
I suggest writing back that the solution is not satisfactory. Briefly recap the situation:
"You gave me a hotel voucher but due to how late it was, the hotel's shuttle was not running. As it was 1 a.m. and there were no AA personnel around, my only choice was to go to a different hotel.
Let me restate this: It was not possible for me to get to the hotel you put me in. Therefore I stayed in a different hotel which I was able to actually get to.
Afterwards, several AAgents told me to write in and you would reimburse this reasonable expense. Since so many AAgents said that, it's bound to be mostly true. If you are not the correct department to handle this routine request, please direct me to the proper place. If you -are- the correct department, thank you in advance for handling this routine request of reimbursement for an overnight stay associated with a mechanical aircraft failure and involuntary reroute."