Held Reservation Canceled
#16
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This issue has nothing to do with the DOT rules or AA's hold or extended hold offerings. It is strictly a factual dispute between AA & OP. AA states that OP cancelled his hold prior to the expiration and OP states that he did not.
AA's Web Services looks at the account logged in at the time the cancellation was done and the IP address used. I am going to presume that the account was OP's and the IP address match's the address used to make the held reservation in the first place which is why AA is adamant here.
Rather than fussing here about the rules, because those are not in dispute either by AA or OP, I would call Web Services back and obtain the time the cancellation was supposedly made and ask for the IP address which AA is showing for the time the held reservation was made and then cancelled. AA may not provide the latter, but it might, so asking can't hurt.
At least with that information, OP can consder whether there is any other person who legitimately has his login credentials (a violation of AA's T&C) or whether this is a malicious hacker (different IP address).
Presuming that OP can eliminate anybody else legitimate, I would rebook this as soon as possible so as not to lose out on whatever savings there may still be and then send in a written request (this is not something which will be resolved by phone) asking that AA review this and making the express written statement that OP did not cancel the held reservation. The written request should offer to place this statement in an affidavit.
AA's Web Services looks at the account logged in at the time the cancellation was done and the IP address used. I am going to presume that the account was OP's and the IP address match's the address used to make the held reservation in the first place which is why AA is adamant here.
Rather than fussing here about the rules, because those are not in dispute either by AA or OP, I would call Web Services back and obtain the time the cancellation was supposedly made and ask for the IP address which AA is showing for the time the held reservation was made and then cancelled. AA may not provide the latter, but it might, so asking can't hurt.
At least with that information, OP can consder whether there is any other person who legitimately has his login credentials (a violation of AA's T&C) or whether this is a malicious hacker (different IP address).
Presuming that OP can eliminate anybody else legitimate, I would rebook this as soon as possible so as not to lose out on whatever savings there may still be and then send in a written request (this is not something which will be resolved by phone) asking that AA review this and making the express written statement that OP did not cancel the held reservation. The written request should offer to place this statement in an affidavit.
#17
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Are login credentials even needed? Can't you pull up (and cancel) a held reservation merely with first and last name and record locator?
#19
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A, don't know what time zone it's referring to. B, they can simply say it was in error and point to the terms at time you held the reservation. Normally they even disclaim that anything wrong in an email isn't binding.
#20
Join Date: Jun 2001
Location: New York, NY
Posts: 3,698
Yes you do. It's included on the confirmation. Has no one in this discussion actually held a reservation before?
I would love to see them try this argument to the DOT.
P.S. There's no such disclaimer.
B, they can simply say it was in error and point to the terms at time you held the reservation. Normally they even disclaim that anything wrong in an email isn't binding.
P.S. There's no such disclaimer.
#21
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It only has to guarantee the fare for 24 hours - if the airline provided the 24 hours and then the fare expired and is no longer available for puchase, I cannot see DOT doing anything
Also, when holding a reservation, the AA hold policy at https://www.aa.com/i18n/plan-travel/...eservation.jsp states
Can have inventory held with airlines for weeks - it doesn't guarantee that the fare will not change
Also, when holding a reservation, the AA hold policy at https://www.aa.com/i18n/plan-travel/...eservation.jsp states
Originally Posted by AA
24 hour hold
When available on select American marketed and operated flights, you can hold your reservation up to 24 hours for free if you book seven or more days prior to departure.
Here’s how:
■Choose your flights and select “hold” on the “Review and Pay” page
■Refer to your confirmation email or visit “My Trips” to pay for your trip
■Your reservation will automatically cancel after 24 hours if you don't complete the purchase
When available on select American marketed and operated flights, you can hold your reservation up to 24 hours for free if you book seven or more days prior to departure.
Here’s how:
■Choose your flights and select “hold” on the “Review and Pay” page
■Refer to your confirmation email or visit “My Trips” to pay for your trip
■Your reservation will automatically cancel after 24 hours if you don't complete the purchase
Last edited by Dave Noble; Dec 29, 2016 at 3:08 pm
#22
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I had a similar problem once and it turned out to be a time zone issue. I had booked SYD-LAX and the e-mail said it would be held until 11:59 PM, Eastern Standard Time. Turns out Australia also has a time zone called Eastern Standard Time.
Was the origin of this itinerary out of the US? If so, that is the most likely explanation.
Was the origin of this itinerary out of the US? If so, that is the most likely explanation.
#23
Join Date: Jun 2001
Location: New York, NY
Posts: 3,698
Once again, I'd love to see them try this argument to the DOT. They don't make any differentiation between holding the fare and holding the inventory in any of their disclosures. This is just an interpretation that you've made up without any basis, which you can tell because it's not what AA actually does (i.e., when AA tells you that they've held your reservation until midnight the next day, they actually hold the fare until that time.)
#24
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DOT is letting airlines get away with pricing "errors". Due you really think an error in an email would be held to? AFAIK no such regulation exists that requires them to honor a mistake in a sent email.
#25
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The argument is getting sillier and sillier. There is no dispute here about DOT rules, "mistake fares" or whatever. Why not stick to the facts:
1. AA says OP canceled the hold.
2. OP says that he did not.
This is a he says, she says.
Until OP reports back on a follow up with Web Services as per #16, nothing to be done.
1. AA says OP canceled the hold.
2. OP says that he did not.
This is a he says, she says.
Until OP reports back on a follow up with Web Services as per #16, nothing to be done.
#26
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Join Date: Jan 2002
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So your argument is that when AA says "held" most of the time it means one thing, but in the e-mail confirmation they send you it means something else entirely?
Once again, I'd love to see them try this argument to the DOT. They don't make any differentiation between holding the fare and holding the inventory in any of their disclosures. This is just an interpretation that you've made up without any basis, which you can tell because it's not what AA actually does (i.e., when AA tells you that they've held your reservation until midnight the next day, they actually hold the fare until that time.)
Once again, I'd love to see them try this argument to the DOT. They don't make any differentiation between holding the fare and holding the inventory in any of their disclosures. This is just an interpretation that you've made up without any basis, which you can tell because it's not what AA actually does (i.e., when AA tells you that they've held your reservation until midnight the next day, they actually hold the fare until that time.)
Holding inventoiry is simply that, holding inventory. For bookings where DOT has control, it introduced a rule requiring that fares be guaranted for 24 hours or that refunds be permitted free of charge withing 24 hours
In the past I have held bookings for weeks prior to ticketing, but this has had no guarantee that the fare will not change
The argument is getting sillier and sillier. There is no dispute here about DOT rules, "mistake fares" or whatever. Why not stick to the facts:
1. AA says OP canceled the hold.
2. OP says that he did not.
This is a he says, she says.
Until OP reports back on a follow up with Web Services as per #16, nothing to be done.
1. AA says OP canceled the hold.
2. OP says that he did not.
This is a he says, she says.
Until OP reports back on a follow up with Web Services as per #16, nothing to be done.
#27
Join Date: Oct 2015
Posts: 210
I had a similar problem once and it turned out to be a time zone issue. I had booked SYD-LAX and the e-mail said it would be held until 11:59 PM, Eastern Standard Time. Turns out Australia also has a time zone called Eastern Standard Time.
Was the origin of this itinerary out of the US? If so, that is the most likely explanation.
Was the origin of this itinerary out of the US? If so, that is the most likely explanation.
Last edited by oaken; Dec 30, 2016 at 10:53 am
#28
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I use the free Hold feature on almost all my AA bookings in the past 2yrs or so (maybe 50 trips) and I've never had a problem with fares being cancelled in the Hold timeframe. I'll often go back in and confirm a few minutes before the 11.59pm expiration, including an itinerary I booked last night.
Also, you still have 24hrs to cancel the trip for a full refund even on an itinerary where you've held it (It's in the small print of the confirmation email) unless it's within 7 days of travel.
I know you used to be able to cancel held itineraries on AA.com but I think that functionality has gone away, wasn't on one of my bookings earlier this week.
#29
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So even if you book at say 7am on Tuesday and the Hold from AA is valid until 11.59pm EST on Wednesday you can find AA will cancel it at 7.01am on Wednesday?
I use the free Hold feature on almost all my AA bookings in the past 2yrs or so (maybe 50 trips) and I've never had a problem with fares being cancelled in the Hold timeframe. I'll often go back in and confirm a few minutes before the 11.59pm expiration, including an itinerary I booked last night.
I use the free Hold feature on almost all my AA bookings in the past 2yrs or so (maybe 50 trips) and I've never had a problem with fares being cancelled in the Hold timeframe. I'll often go back in and confirm a few minutes before the 11.59pm expiration, including an itinerary I booked last night.
The OP was told that " nothing can be done now that the fare is no longer offered" - if it was just a case that the reservation was lost , if there was availability in booking class, would be easy to rebook and even without that would expect a reasonable possibility that the airline would be able to overbook into that class and get it ticketed and that a concern of who cancelled the reservation would not be too major a thing
I may have misunderstood the comment , which is why did ask the route to see whether it was a fare that was valid for purchase on day 1 but not valid on day 2
If it is just that someone/thing cancelled the reservation and there just is no availability to rebook in that class and the airline will not force the booking back in , then would indeed be wanting to know who cancelled
#30
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Fairly often, including three times in the last few weeks because I've snaffled the last seats in the booking class. I don't think that's what you were looking for though!