AA claiming a paper voucher issued 10/7/18 is expired
Nov 24, 2018, 1:44 pm
#1
Original Poster
Join Date: Nov 2009
Location: DTW
Programs: AMEX PLAT, DL PLAT, RITZ CARLTON PLAT, HILTON GOLD
Posts: 49
AA claiming a paper voucher issued 10/7/18 is expired
I booked 2 tickets using a paper voucher that was issued to me on 10/7/18 valued at $800 to partially pay for a flight next April. (yes I jumped through all the non-sensical hoops to mail the voucher to Pensacola FL). AA charged my cc for the remaining balance then sent me an email 2 days later stating they could not process my tickets because the voucher was expired. The voucher clearly states it is valid for one year from date of issue. I made copies of all steps in the process including copy of voucher, picture of envelope, certified mail, return receipt requested and proof of delivery). Now what should I do?
Nov 24, 2018, 2:02 pm
#2
Join Date: Nov 2014
Posts: 255
I booked 2 tickets using a paper voucher that was issued to me on 10/7/18 valued at $800 to partially pay for a flight next April. (yes I jumped through all the non-sensical hoops to mail the voucher to Pensacola FL). AA charged my cc for the remaining balance then sent me an email 2 days later stating they could not process my tickets because the voucher was expired. The voucher clearly states it is valid for one year from date of issue. I made copies of all steps in the process including copy of voucher, picture of envelope, certified mail, return receipt requested and proof of delivery). Now what should I do?
Nov 24, 2018, 2:49 pm
#3
Original Poster
Join Date: Nov 2009
Location: DTW
Programs: AMEX PLAT, DL PLAT, RITZ CARLTON PLAT, HILTON GOLD
Posts: 49
Yes, I called and that's when I found out they claim that the voucher is expired and "they" cannot help me. They suggested I use aa.com and contact customer service via the comment/complaint page.
Nov 24, 2018, 3:17 pm
#5
Join Date: Nov 2014
Posts: 255
Once they reply to your email, just attached the documentation that you have.
Last edited by rumboj; Nov 24, 2018 at 3:23 pm
Nov 24, 2018, 3:40 pm
#7
Join Date: Mar 2006
Location: Boston
Programs: US Gold, DL Gold, UA Plat, Starwood Plat
Posts: 57
If you have another trip coming up, I’d just go to the ticket counter at the airport and have them work with you in person. I’ve always found it much easier to deal with paper vouchers in person (if it’s not inconvenient to be at the airport which I am already every week or two anyway.)
Nov 24, 2018, 3:59 pm
#8
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Send a short note via AA.com. Keep it focused on the issue, e.g. that AA claims that the voucher has expired when it has not. Offer a PDF of the voucher (although AA can look it up just as well).
Nov 27, 2018, 3:18 pm
#10
Join Date: Dec 2016
Programs: AA EXP
Posts: 214
I recently went to Flagship check-in at JFK to try and process one of my vouchers and they claim they had "never seen a physical voucher before" and they insisted multiple times that I had to call AA in order for them to process the ticket. I kept telling them this is a physical voucher and it could only be processed at an airport or by sending it through the mail. I was honestly shocked that not only had they claimed to "never seen before" a physical voucher, but they had no interest in trying to solve the issue or ask someone else for help. I ended up going to the regular check-in desk and the agent was incredibly friendly and processed the ticket in about three minutes...
Nov 27, 2018, 6:02 pm
#11
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,040
I recently went to Flagship check-in at JFK to try and process one of my vouchers and they claim they had "never seen a physical voucher before" and they insisted multiple times that I had to call AA in order for them to process the ticket. I kept telling them this is a physical voucher and it could only be processed at an airport or by sending it through the mail. I was honestly shocked that not only had they claimed to "never seen before" a physical voucher, but they had no interest in trying to solve the issue or ask someone else for help. I ended up going to the regular check-in desk and the agent was incredibly friendly and processed the ticket in about three minutes...
Nov 27, 2018, 6:10 pm
#12
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,198
Nov 27, 2018, 6:36 pm
#14
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,040
Nov 27, 2018, 7:48 pm
#15
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,212
Does anyone know why they still issue these? They have the electronic vouchers and framework already there, so why not transition fully?
