Anyone has a reliable email address (which AA would response to the emails) that I could use to complain to the issue I had with my award ticket?

On 3/17/2016, I booked a round trip award ticket from JFK to NRT, NRT to KUL, following by the returning KUL to HKG and HKG to JFK, redeemed 147,500 Miles.

Today, I called AA to change my return date. The agent told me my ticket was "refunded" and it was not there anymore. Long story short, I went to my credit card statement and found AA indeed refunded me $123.36 (taxes only) on 3/22/3016 (not sure why and I never requested that). However, they were still keeping my redeemed 147,500 points. I didn't even know they refunded me and there was absolutely no phone call/email notification. Every time I logon to my AA account, it showed the reservation was there (up until I made the phone call -- I have a screenshot with today's date to prove it). In this case, how would I know my ticket was cancelled? Am I suppose to call everyday to make sure my ticket is safe??

Anyway, I told the agent my redeemed 147,500 miles were not refunded and he refunded that to me while I was on the phone. Next, he re-booked the ticket for me but this time I was charged 180,000 miles instead of 147,500 miles. This was because of the new award chart (increase of redemption miles) kicked in after March 22.

I believe since this was the mistake on AA's end (why refund taxes and cancelled my ticket without any notification ... so far I have not receive an explanation yet) and because of this they shouldn't charge me 180,000 miles (32500 extra miles) for re-issuing the ticket.

I really need someone to give me a good email to address this issue. I don't want to just calling them because I need to keep record of email corresponding, and I have a bunch of screenshot to send them.

Thanks.

Looks like someone refunded your ticket without requesting the miles back. Who that was is (as of yet) unknown. If it wasn't you I would hang up and call again and ask for a supervisor, but without any proof that your account was used by someone else, I would hold little hope. Sorry.

May I ask why you didn't check??? THAT is a MAJOR indicator of an issue!

Yeah, but even if someone requested a refund, how could they just refund the cash portion (tax) but not the points/miles portion? The miles that I paid worth much more than the cash! Furthermore, their web site shouldn't continue to show status of ticket as "Ticketed".

Anyway, is there a proper channel (email address) for me to address this issue?

Thanks.

I know it is really a bad habit, I don't usually look at my credit card statement carefully.... and this is the first time it happened to me.... I'm sure from now on I will check every single charges on my cc statements. I learned my lesson.

Any idea why I should do now? Or, anyone could help me with this?

Thanks.

Please read the Wikipost in this thread for AAdvantage Customer Service and how to contact them.

http://www.flyertalk.com/forum/ameri...er-thread.html.

You're looking for a magic-bullet email/contact but none will be forthcoming, so, you'll have to try and make your case through the normal channels.

Seperate process- and one you have to pay for.

Thanks for your help, doing it now...

I think that was a misunderstanding. I did not look for a magic-bullet email. I just need an email address that someone will actually listen/response to me. I am not a travel expert and I've never email AA's customer service, that's why I am not certain if they will investigate the issue for me, or how effective they are.

It is not like I am a greedy guy or I am trying to steal something from AA. I just need someone to look into it and treat me fairly or at least give me an acceptable explanation. Is this too much to ask for?

Anyway, I will go to the normal customer service channel then. Thanks for taking your time to read and response to my post.

Frustrating as it may be you want something that does not exist.

In that way you are indeed looking for a "magic bullet", i.e., someone that you can have a detailed discussion and negotiation with that will look into the matter in depth, lacking finding a specific problem then give you the benefit of a doubt and do what you need to appease you.

You will not have access to that.

Was a far better explanation than I provided, thanks! ^

Why not? I guarantee you if I call back to speak with a supervisor, he will listen and investigate the matter for me. The reason I didn't call because after they "refunded" my ticket, I don't trust verbal conversation anymore. I was looking for black and white communication.

Why people have to assume another guy is evil? All I look for was a channel to communicate via email and JDiver gave me one and I am happy with that. I got a response from them promptly. Their customer relation is really nice.

I am not a regular AA poster and I was here to seek help and hoped for some nice people to point me to the right direction (like JDiver, thanks!).

I don't know what happened to most of the people who responded back to me... it looks like you have very bad experience with AA and all you tell me was that AA will not listen to its customer. I guess if one morning you notice you lost all miles from your account, you'll just let it be without questioning AA. I am really disappointing.

I've always gotten way more accomplished by simple phone calls and at-airport interactions than I've even gotten accomplished with AA by email.


Your complaint is not unreasonable, by the way -- not at all. I had something similar happen (was planning on an Istanbul segment, called to change routing post-bombing, the new award required more miles, and a supervisor was able to make things nice). But your insistence on email-discussion (high quantity of high-labor-cost time) is unreasonable.

Don't take it personally. We're just all frustrated with the changes AA has made recently - many of which require any form of communication with them to go via the website (which usually results in a canned unrelated response that solves nothing) instead of giving us a way to call and discuss with someone that actually listens.

You're not -that- disappointing, don't be so hard on yourself.