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AA admits improperly charging YQ surcharge on BA flights ex- HKG

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AA admits improperly charging YQ surcharge on BA flights ex- HKG

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Old Jun 21, 2017, 1:41 pm
  #31  
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This just doesn't seem to resolve itself. I opened a new customer service ticket after that blog post referenced above. They gave me some pocket change AAdvantage miles for compensation and referred it to refunds department for the fuel surcharge.

However received a decline from there and no way to appeal. Amazing.

<image redacted>
Last edited by JDiver; Jun 29, 2017 at 9:50 am Reason: Image redacted for employee privacy
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Old Jun 21, 2017, 1:54 pm
  #32  
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Originally Posted by nocod
This just doesn't seem to resolve itself. I opened a new customer service ticket after that blog post referenced above. They gave me some pocket change AAdvantage miles for compensation and referred it to refunds department for the fuel surcharge.

However received a decline from there and no way to appeal. Amazing.
Can you pass this response back to the regulator to highlight the airline's refusal to comply after it stating that it would?
Last edited by JDiver; Jun 29, 2017 at 9:45 am Reason: Exacted replicated photo
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Old Jun 21, 2017, 2:11 pm
  #33  
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Originally Posted by Dave Noble
Can you pass this response back to the regulator to highlight the airline's refusal to comply after it stating that it would?
Yep, just did.
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Old Jun 21, 2017, 4:27 pm
  #34  
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Originally Posted by nocod
Yep, just did.
Insanity. I'll pass it along as well. What a bunch of idiots.
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Old Jun 21, 2017, 5:20 pm
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Originally Posted by JonNYC
Do ya doubt it's coming?
Originally Posted by JonNYC
Insanity. I'll pass it along as well. What a bunch of idiots.
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Old Jun 21, 2017, 5:26 pm
  #36  
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Originally Posted by skunker
Hey-- I definitely, definitely deserve that one!
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Old Jun 28, 2017, 11:11 am
  #37  
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Received a response back from CAD (the Hong Kong regulator). Very short note:
Please note that American Airlines will contact you direct to refund the fuel surcharge.
Let's see...
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Old Jun 28, 2017, 2:54 pm
  #38  
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OK case closed, refund appeared on card!
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Old Jun 28, 2017, 2:57 pm
  #39  
 
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Wow! Way to go!
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Old Jun 28, 2017, 3:07 pm
  #40  
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Originally Posted by nocod
OK case closed, refund appeared on card!
^
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Old Jun 28, 2017, 3:09 pm
  #41  
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Originally Posted by nocod
This just doesn't seem to resolve itself. I opened a new customer service ticket after that blog post referenced above. They gave me some pocket change AAdvantage miles for compensation and referred it to refunds department for the fuel surcharge.

However received a decline from there and no way to appeal. Amazing.
Goes to tell you the idiots in the AA passenger refunds dept do not even read the details of your emails and the "ruling" from the HK Regulatory Agency (CAD), and just copy/paste the general rules to brush you off

Thank you so much for being persistent.
Also big thumbs up to the HKG regulatory agency to enforce compliance from Airlines.

Did AA call you? Or you just see the refund showing up on your CC?

Hopefully this will force AA IT to reprogram the charges on award flights out from HKG on BA and IB once and for all. But I guess that may be too high a hope given the idiotic response from AA Passenger Refunds Dept even though being informed with AA's own admittance on the YQ should not be charged, and it would be "proactively" refund the customers who were wrongly charged....

Pretty sure the Passenger Refunds rep would not even know what the final outcome is, let alone being written up in her performance review...
Last edited by JDiver; Jun 29, 2017 at 9:46 am Reason: Redacted replicated photo
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Old Jun 28, 2017, 3:13 pm
  #42  
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Glad you were persistent. And glad you actually received the refund.
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Old Jun 28, 2017, 3:36 pm
  #43  
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Originally Posted by Happy
...Hopefully this will force AA IT to reprogram the charges on award flights out from HKG on BA and IB once and for all.
I was under the impression that was already done, at least it was reported as.
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Old Jun 29, 2017, 3:55 am
  #44  
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Originally Posted by Happy
Thank you so much for being persistent.
Also big thumbs up to the HKG regulatory agency to enforce compliance from Airlines.

Did AA call you? Or you just see the refund showing up on your CC?
After the first decline from refunds, I even replied to them explaining the case further, only to result in the exact same decline letter being sent again. I don't think they read any of the content, just mindlessly processing...

No contact from AA after the CAD email, just saw refund appearing on CC.
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Old Jun 29, 2017, 3:16 pm
  #45  
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Originally Posted by JonNYC
I was under the impression that was already done, at least it was reported as.
It seems to be. I plugged in dates for BA F on aa.com and ba.com and saw the taxes were identical (and there wasn't any YQ).
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