AA rescinds "use it or lose it" policy on non-refundables!

 
Old Aug 19, 03, 12:27 pm
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AA rescinds "use it or lose it" policy on non-refundables!

Looks like they're the first to cave in to the pressure from dissatisfied customers. Let's hope the others follow! This comes from AA.com ...

FOR RELEASE: Tuesday, Aug. 19, 2003
PLANS CHANGED? AMERICAN AIRLINES GIVES MORE TIME TO RESCHEDULE

New Flexibility and Savings for Customers When Their Plans Change

FORT WORTH, Texas – American Airlines understands that even the best-planned trip can hit a snag. So American is giving customers new flexibility to change their flights – and save money – when they have to postpone or cancel their trips.

Effective immediately, customers with nonrefundable tickets that allow changes will have a full year from the date their original ticket was issued to reschedule without losing the value of their tickets, provided they cancel their reservations prior to scheduled departure time.

American’s previous policy required customers with nonrefundable tickets to not only cancel, but also rebook a new flight and have their ticket reissued no later than their originally scheduled departure date.

"American's customers have asked for more time to firm up new plans when their old plans fall through, and we’ve listened," said Scott Nason, vice president-Revenue Management. "Our new policy allows customers to rebook on their own timetable without losing the value of their nonrefundable tickets and without facing multiple change fees.

"Our business customers, especially, will appreciate the flexibility, and we know all of our customers will appreciate the savings," Nason said.

Under terms of the new policy, customers with nonrefundable tickets must now cancel their flight reservations before their flight is scheduled to depart. When they do, they will have one year from the date their original ticket was issued to reschedule and apply the value of the unused ticket (less any applicable change fee) to their new trip.

Tickets must be reissued and travel must commence within one year of the date the original ticket was issued.

Here’s how it works: A customer purchases his ticket on Sep. 1, 2003, for travel departing on Oct. 15, 2003. On Oct. 1, 2003, his plans change, and he calls his travel agent or AA Reservations to cancel his itinerary. He will now have until Sep. 1, 2004, (one year after his original ticket issue date) to rebook, have his ticket reissued and commence travel on his new itinerary.

Customers can cancel flights or reschedule by calling their travel agent or AA Reservations at 1-800-433-7300 (Espanol, 1-800-633-3711; TDD for customers with hearing or speech disabilities, 1-800-543-1586).

American Airlines is the world's largest carrier. American, American Eagle and the AmericanConnection regional carriers serve nearly 275 cities in 50 countries and territories with approximately 4,300 daily flights. The combined network fleet numbers more than 1,000 aircraft. American's award-winning Web site, AA.com, provides users with easy access to check and book fares, plus personalized news, information and travel offers. American Airlines is a founding member of the oneworld Alliance.


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Old Aug 19, 03, 12:33 pm
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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by sftrvlr:
Looks like they're the first to cave in to the pressure from dissatisfied customers. Let's hope the others follow!</font>
Looks like AA has decided that they don't have the business traveller over a barrel and grew tired of them moving on to JetBlue and Southwest. Still, I applaud them for at least coming to their senses.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted at AA.com:
Effective immediately, customers with nonrefundable tickets that allow changes...</font>
Does this mean all fare classes, or only high-end ones (like B/M?). I am under the impression that any fare can be changed prior to travel, which is why they charge(d) $100 for the privelege.
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Old Aug 19, 03, 12:37 pm
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Old Aug 19, 03, 12:38 pm
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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by SEA_Tigger:
Does this mean all fare classes, or only high-end ones (like B/M?). I am under the impression that any fare can be changed prior to travel, which is why they charge(d) $100 for the privelege.</font>
AA has frequently sold tickets that allow no changes whatsoever. So that type of ticket is still use it or lose it.
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Old Aug 19, 03, 12:40 pm
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It applies to all non-refundable fares that allow changes...so the Priceline.coms of the world would not be included I would surmise.
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Old Aug 19, 03, 12:42 pm
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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by sftrvlr:
Effective immediately, customers with nonrefundable tickets that allow changes will have a full year from the date their original ticket was issued to reschedule without losing the value of their tickets, provided they cancel their reservations prior to scheduled departure time.</font>
the requirement to inform AA in advance is a change from the old days, but i think we can all agree it's very reasonable, and costs us (the customers) nothing, while helping AA.
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Old Aug 19, 03, 12:44 pm
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Especially for me, where I like to buy tix for discretionary trips that sometimes don't come off-- and are hard to reschedule on the spot-- this is FANTASTIC NEWS! Best news I've heard from an airline in months.
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Old Aug 19, 03, 12:45 pm
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yes - particularly since Jet Blue also requires cancellation prior to departure, or at least they did earlier this year
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Old Aug 19, 03, 12:49 pm
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You all know what news is next, don't you?

My money is on a press release concerning the "reevaluation" of the LRTC decision, at least on the 757 fleet.
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Old Aug 19, 03, 12:56 pm
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Sweet. I was hit by this on Delta. I had bought a ticket (business ticket, but it had priced out as non refundable -- still a very expensive nonrefundable). I had to cancel it since my plans changed and Delta had no flights even close to what I needed, so I had to throw away the ticket -- I had nothing to reschedule to. That was $400 down the drain!

A lot of crap comes out from the airlines but this is a good step. Kudos to American. Glad I picked them to earn my elite status on
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Old Aug 19, 03, 12:58 pm
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First the standby fee is dropped, now this. What's next - meals in coach?
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Old Aug 19, 03, 1:01 pm
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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Seat1A:
the requirement to inform AA in advance is a change from the old days, but i think we can all agree it's very reasonable, and costs us (the customers) nothing, while helping AA.</font>
That part seems to be 100% eminently reasonable to me as well.

AA leads the pack once again.
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Old Aug 19, 03, 1:11 pm
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Investors seemed to welcome the news; AMR rockets to $10.00 from about $9.60 in the past hour since the news was released.

I'm still very optimistic.
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Old Aug 19, 03, 1:15 pm
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My next request would be to have the ridiculous change fe waived for EXPs...

I know, I can always dream though....lol.
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Old Aug 19, 03, 1:37 pm
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Excellent.....
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