Award downgrade, refused to waive redeposit fee?
May 21, 2016, 10:12 am
#61
Join Date: Jan 2002
Location: DCA/IAD/WAS
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These certificates are a legacy thing dating back to when you actually would redeem miles for a paper AAdvantage certificate, then take it to the airport when you actually wanted to ticket. It was printed and bound into a ticket booklet and also typically contained a coupon for a free days rental at Avis.
Now these certs only exist virtually and are invisible to the user.
Now these certs only exist virtually and are invisible to the user.
May 21, 2016, 12:37 pm
#62
Join Date: Jul 2001
Programs: AA EP
Posts: 2,203
Shouldn't be a charge to use it for others as u can't change O and D. And there shouldn't be any close in charges -- at least in my mind. It's an electronic certificate so it isn't converted into anything. Expiry is standard - One year from when it was pulled/orig ticket issued. Guess u could do a voluntary downgrade to J as long as there would be one segment in F.
May 23, 2016, 11:39 am
#63
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May 26, 2016, 2:13 pm
#64
Original Poster
Join Date: Nov 2010
Programs: Enough
Posts: 961
Update: I received AA's response to the DOT complaint today. They are refunding the fee.
The Department of Transportation Aviation Consumer Protection Division has forwarded your correspondence to us regarding the loss of your Business Class seat on the flight you had booked for July. We appreciate this opportunity to respond.
We do everything we can to avoid reseating our First or Business Class customers. However, sometimes security reasons or a change in aircraft due to operational issues may require us to adjust your seat assignment. I've shared your thoughts on this issue with our Executive Management team. Your comments matter to us and can often drive change.
Our personnel should handle these difficult situations with the utmost professionalism. That is why I'm especially sorry to learn that our agents weren't more helpful on this occasion. We have made your feedback available to our General Manager to share with their staff so they can be reminded just how important it is to demonstrate courtesy in situations that have disappointed a good customer.
I have confirmed a refund of the redeposit fee you paid was processed today. Have questions about the status of your refund? Visit www.refunds.aa.com to track the status. Please allow two business days for the information to be available.
We do everything we can to avoid reseating our First or Business Class customers. However, sometimes security reasons or a change in aircraft due to operational issues may require us to adjust your seat assignment. I've shared your thoughts on this issue with our Executive Management team. Your comments matter to us and can often drive change.
Our personnel should handle these difficult situations with the utmost professionalism. That is why I'm especially sorry to learn that our agents weren't more helpful on this occasion. We have made your feedback available to our General Manager to share with their staff so they can be reminded just how important it is to demonstrate courtesy in situations that have disappointed a good customer.
I have confirmed a refund of the redeposit fee you paid was processed today. Have questions about the status of your refund? Visit www.refunds.aa.com to track the status. Please allow two business days for the information to be available.
May 26, 2016, 3:07 pm
#66
Join Date: Dec 2005
Location: California
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May 27, 2016, 11:51 am
#67
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May 28, 2016, 4:55 pm
#68
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Originally booked all in J on an award ticket: YYZ - ORD - HKG - DPS. A couple months later, YYZ - ORD gets downgraded to Y (new plane, no J operating that day). For a number of reasons, I don't want to fly that ticket anymore. Thought that downgrade would be reason to waive redeposit fee. Front line agent refused. Supervisor refused. Due to timing, decided to pay fee "under protest" and deal with it later.
I filed a DOT complaint, and could file a complaint with the CTA if that fails.
Am I entitled to have the redeposit fee waived? What do you think?
Update (post #64): AA replied to DOT complaint providing a full refund of the fee.
I filed a DOT complaint, and could file a complaint with the CTA if that fails.
Am I entitled to have the redeposit fee waived? What do you think?
Update (post #64): AA replied to DOT complaint providing a full refund of the fee.
EDIT: I see he got his refund. It should NOT have taken a DOT complaint. AA should have a policy in place that prevents this from happening in the future.
May 31, 2016, 1:52 pm
#69
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Or they could just empower their agents to solve customer service problems. But the bean counters probably prefer more policies.
Jun 7, 2016, 2:49 pm
#70
Join Date: Jan 2013
Programs: Hyatt Glb, MR Plat
Posts: 2,577
So my sister and family on 4 person J award ticket ORD-LAX just received an equipment swapped from 787 to 737.. an obvious downgrade. No luck in waiving the redeposit fee with agent or supervisor (not out of my account). Do I have any recourse here?
Jun 7, 2016, 2:59 pm
#71
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Join Date: Jan 2002
Posts: 44,571
If you are booked in the same cabin then it is not a downgrade. are you in economy or in first/business on the 737?
Jun 7, 2016, 3:23 pm
#72
Join Date: Aug 2014
Location: MEM, TLV
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Posts: 559
Thats not completely true.. A change in airplane that results in a loss of Amenities has been in the past considered enough for the passenger to request a rebooking onto another flight of their liking.
Jun 7, 2016, 3:31 pm
#73
Join Date: Oct 2006
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Jun 7, 2016, 3:37 pm
#74
Join Date: Aug 2014
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Posts: 559
this particular swap i have no clue... But as an example if you booked a business class seat that was lie flat and now are moved to a non lie flat airplane this is considered grounds for a free rebooking. Not sure in this posters case what each aircraft has on it I was commenting in response to the claim that as long as you are in the same class you have no case. Same class different seat is a justifiable reason for requesting a change in ticket. (not a refund or credit though)
Jun 7, 2016, 4:53 pm
#75
Join Date: Jan 2013
Programs: Hyatt Glb, MR Plat
Posts: 2,577
Okay a couple more huaca's and was able to get the redeposit fees waived. Equipment swap is in the CoC for refund as noted by a post by OMAAT on the 787 PVG swap earlier this year, although that was an intl itinerary. Regardless, widebody lie flat to regional seems more than a justifiable reason imo, the only reason we booked this particular time/date.