Refund runaround - advice, please
Mar 31, 2015, 12:46 pm
#16
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Join Date: Jul 2003
Location: jfk area
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Hi All:
OP here. To clarify, they denied my request for rental car reimbursement, but said this:
"We cannot assume financial responsibility for our customers' time lost or for out-of-pocket expenses incurred as a result of operational problems. Therefore, we must respectfully decline reimbursement of your rental car. However, this doesn't mean we do not care what happened and can sympathize there was not an earlier flight available for your rescheduling and you drove instead.
Regarding your unused ticket segment, we've authorized personnel in our Passenger Refunds department to issue the applicable credit.Once the adjustment is processed by the accounting specialists in that department, a credit will be issued to your credit card account. Depending on your bank billing cycles, it could take up to 2 cycles for the credit to be reflected on a statement. In addition, you can track the status of your refund via AA.com at the following link: https://www.refunds.aa.com (please allow 2 weeks before checking progress)."
While I'm not surprised they declined reimbursement for the car, I do think they could have offered a voucher, some miles...something. Be that as it may, I waited two weeks and checked the refund site. It states that their records indicate that no refund has been requested. Oy. So, now I guess I'll have to fill out the refund form - again - for me and also have my friend do the same. I usually don't get too bent out of shape over flight-related problems, but this annoys me. It really makes one think it's made purposely difficult. I wish they had an ombudsman one could call.
DKM
OP here. To clarify, they denied my request for rental car reimbursement, but said this:
"We cannot assume financial responsibility for our customers' time lost or for out-of-pocket expenses incurred as a result of operational problems. Therefore, we must respectfully decline reimbursement of your rental car. However, this doesn't mean we do not care what happened and can sympathize there was not an earlier flight available for your rescheduling and you drove instead.
Regarding your unused ticket segment, we've authorized personnel in our Passenger Refunds department to issue the applicable credit.Once the adjustment is processed by the accounting specialists in that department, a credit will be issued to your credit card account. Depending on your bank billing cycles, it could take up to 2 cycles for the credit to be reflected on a statement. In addition, you can track the status of your refund via AA.com at the following link: https://www.refunds.aa.com (please allow 2 weeks before checking progress)."
While I'm not surprised they declined reimbursement for the car, I do think they could have offered a voucher, some miles...something. Be that as it may, I waited two weeks and checked the refund site. It states that their records indicate that no refund has been requested. Oy. So, now I guess I'll have to fill out the refund form - again - for me and also have my friend do the same. I usually don't get too bent out of shape over flight-related problems, but this annoys me. It really makes one think it's made purposely difficult. I wish they had an ombudsman one could call.
DKM
There is a time limit on credit card disputes, contacting your cc (filing a dispute, based on the written statement from AA that a credit will be forthcoming) might be a good idea).
Mar 31, 2015, 12:54 pm
#17
Join Date: Dec 2005
Location: California
Programs: AA EXP...couple hotels and cars too
Posts: 4,548
Thanks for the clarification OP
I am a fan of CC companies doing your battles. Just come up with some calculus that YOU think is appropriate, copies of the two ticket receipts; their note saying they would refund, and ask your cc to contact AA for the promised credit.
(In terms of 'how much am I owed?" There are very many calculations one could come up with, and you do NOT need to pick one that the airline agrees with- you pick yours, make a claim, let them counter.)
My guess is AA will fail to respond, perhaps just look at it and say "yeah, whatever" and you'll get the credit.
say, pick a calculus that comes out to around $108 per ticket....
Since you DO have a written statement that they WILL issue a credit--but the web site shows nothing is in the works, filing a complaint with DOT may prod AA into action to expedite your credit.
There is a time limit on credit card disputes, contacting your cc (filing a dispute, based on the written statement from AA that a credit will be forthcoming) might be a good idea).
There is a time limit on credit card disputes, contacting your cc (filing a dispute, based on the written statement from AA that a credit will be forthcoming) might be a good idea).
(In terms of 'how much am I owed?" There are very many calculations one could come up with, and you do NOT need to pick one that the airline agrees with- you pick yours, make a claim, let them counter.)
My guess is AA will fail to respond, perhaps just look at it and say "yeah, whatever" and you'll get the credit.
say, pick a calculus that comes out to around $108 per ticket....
Mar 31, 2015, 12:55 pm
#18
Join Date: Dec 2005
Location: California
Programs: AA EXP...couple hotels and cars too
Posts: 4,548
Apr 1, 2015, 11:06 am
#19
Original Poster
Join Date: Apr 2001
Location: Philadelphia, PA
Posts: 344
Thanks, everyone. I charged the tickets months and months ago and that bill has long been paid. So, I think my options are to either start over again with AA or consider filing a complaint with the DOT. I wish I could respond to the original email I got (some content posted her), but of course that's not an option.
Apr 1, 2015, 11:59 am
#20
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It's officially too late for a chargeback, but your credit card company might nevertheless take the case, especially when it's phrased as a promised refund that is unreasonably delayed.....or it might be simpler to contact the DOT which has been known to fine airlines for delayed refunds. The DOT standard is less than two weeks, IIRC something like five business days.