Need help with AA refund
Need help with AA refund
Jul 18, 2019 | 6:40 am
#2
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,882
We need more context. Refund of a ticket? Refund of fees? Reimbursement for expenses and, if so, why do you think you're owed this? What specifically is the situation?
Jul 18, 2019 | 7:17 am
#6
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,882
I think we still need more context. What fees resulted in such an odd number of $235.50? And why are the fees being refunded? Have you looked up the refund status for the unused portion of the tickets at prefunds.aa.com/refunds? What exactly happened here to warrant the refund?
I've had AA issue refunds multiple times due to IRROPS, if that's what happened here, without any issue.
I've had AA issue refunds multiple times due to IRROPS, if that's what happened here, without any issue.
Jul 18, 2019 | 7:43 am
#7
Join Date: May 2003
Programs: OW Emerald
Posts: 1,452
How many emails have AA sent you? I doubt it is 11. Peppering them with multiple messages per week is not likely to help the situation.
Jul 18, 2019 | 9:37 am
#9
Join Date: Sep 2000
Location: DCA/IAD
Programs: AA EXP; 1W Emerald; HHonors Diamond; Marriott Gold; UA dirt
Posts: 8,980
For the third (maybe fourth) time, we REALLY need the context of the original situation that gave rise to the request for reimbursement/refund in order to provide informative answers. Getting yourself in a tizzy and claiming that our responses are "not helpful at all" isn't going to win you friends.
Jul 18, 2019 | 10:20 am
#10
Join Date: Apr 2004
Programs: AA Plat/2MM, DL Gold, UA Silver (via Marr), Marr LTT, Hyatt Disc
Posts: 1,069
Trying to be "helpful"
Context is that there are 4 components to this refund process. They put in writing that they will provide refund on each of them:
1. Unused portion of tickets (we had dead car battery and were running late to flight and subsequently missed flight by about 5 minutes, but our luggage made the flight), which AA is supposed to be evaluating for monetary value. I won't get into the horrific experience we had with AA. Truly worst experience of customer service I have ever had. They now keep giving me the run-around on this and telling me they will re-submit and get right back with me - then they don't follow up. I can't get CR rep to call me back or respond timely. I have sent 11 emails..
1. Unused portion of tickets (we had dead car battery and were running late to flight and subsequently missed flight by about 5 minutes, but our luggage made the flight), which AA is supposed to be evaluating for monetary value. I won't get into the horrific experience we had with AA. Truly worst experience of customer service I have ever had. They now keep giving me the run-around on this and telling me they will re-submit and get right back with me - then they don't follow up. I can't get CR rep to call me back or respond timely. I have sent 11 emails..
Jul 18, 2019 | 10:31 am
#11
Join Date: Mar 2013
Location: HSV (formerly AUS)
Programs: AA MM (like it matters!) All of my flying was personal travel, and COVID-19 stopped that.
Posts: 223
https://www.elliott.org/ has a list of executive contacts and a procedure for politely escalating a complaint up the chain.
Their recommended procedure is to write to the first person in the list. When he/she does not work the problem, or does not reply, go one step up the chain. Repeat.
Their recommended procedure is to write to the first person in the list. When he/she does not work the problem, or does not reply, go one step up the chain. Repeat.
Jul 18, 2019 | 10:56 am
#13
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,882
Context is that there are 4 components to this refund process. They put in writing that they will provide refund on each of them:
1. Unused portion of tickets (we had dead car battery and were running late to flight and subsequently missed flight by about 5 minutes, but our luggage made the flight), which AA is supposed to be evaluating for monetary value. I won't get into the horrific experience we had with AA. Truly worst experience of customer service I have ever had. They now keep giving me the run-around on this and telling me they will re-submit and get right back with me - then they don't follow up. I can't get CR rep to call me back or respond timely. I have sent 11 emails.
2. Fee of $235.50 x 5 to secure return flight after not using first portion of flight. All fees supposed to be refunded, but only $200 per ticket was actually refunded. I have no idea why I was charged $235.50 per ticket. I was told I had to pay the fee x 5 or they would cancel our return flight.
3. Refund supposed to occur on 4 baggage fees of $30 each. Only 3 out of 4 actually refunded. I am awaiting 4th. We had to depart on cruise for Alaska without many of our clothing items.
4. Expenses due to lost luggage. I received a reimbursement check in the mail for these expenses.
1. Unused portion of tickets (we had dead car battery and were running late to flight and subsequently missed flight by about 5 minutes, but our luggage made the flight), which AA is supposed to be evaluating for monetary value. I won't get into the horrific experience we had with AA. Truly worst experience of customer service I have ever had. They now keep giving me the run-around on this and telling me they will re-submit and get right back with me - then they don't follow up. I can't get CR rep to call me back or respond timely. I have sent 11 emails.
2. Fee of $235.50 x 5 to secure return flight after not using first portion of flight. All fees supposed to be refunded, but only $200 per ticket was actually refunded. I have no idea why I was charged $235.50 per ticket. I was told I had to pay the fee x 5 or they would cancel our return flight.
3. Refund supposed to occur on 4 baggage fees of $30 each. Only 3 out of 4 actually refunded. I am awaiting 4th. We had to depart on cruise for Alaska without many of our clothing items.
4. Expenses due to lost luggage. I received a reimbursement check in the mail for these expenses.
AA gets hundreds if not thousands of e-mails a day. The more straightforward you can be, the better. Those on here generally understand if/when AA failed, but it's impossible to tell based on what you've posted.
Jul 18, 2019 | 10:58 am
#14
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT EXP; HH LT Diamond, Matre-plongeur des Muccis
Posts: 62,948
Welcome to FlyerTalk.
If you want the best advice, this is the place for it. We have some very knowledgeable members willing to help.
If you want that help to be useful, please share a full summary of what happened. Otherwise, youll become frustrated (as you have already) and risk having posts deleted or disciplinary action if you browbeat other members. Thats not acceptable here, as you can read in the Rules we all agreed to abide by when were granted membership privileges. (link)
E.g. Were you on fully refundable fares? Did you ask if you could be reaccommodated on a later flight? (AA can do that - see https://www.flyertalk.com/forum/amer...er-thread.html). Did you miss your flight and choose to travel outbound by other means? Etc.
The more you can tell us, the more likely we can help with accurate information. Your e-ticket likely has fare and price, other data that could be relevant.
Moderator
If you want the best advice, this is the place for it. We have some very knowledgeable members willing to help.
If you want that help to be useful, please share a full summary of what happened. Otherwise, youll become frustrated (as you have already) and risk having posts deleted or disciplinary action if you browbeat other members. Thats not acceptable here, as you can read in the Rules we all agreed to abide by when were granted membership privileges. (link)
E.g. Were you on fully refundable fares? Did you ask if you could be reaccommodated on a later flight? (AA can do that - see https://www.flyertalk.com/forum/amer...er-thread.html). Did you miss your flight and choose to travel outbound by other means? Etc.
The more you can tell us, the more likely we can help with accurate information. Your e-ticket likely has fare and price, other data that could be relevant.
Moderator
Jul 18, 2019 | 11:30 am
#15
Join Date: May 2004
Location: DFW-In Plano & CDG-In the 11th
Programs: DL Diamond, AA revenue negative, Bonvoy Titanium +, Avis likes me
Posts: 3,238
Context is that there are 4 components to this refund process. They put in writing that they will provide refund on each of them:
1. Unused portion of tickets (we had dead car battery and were running late to flight and subsequently missed flight by about 5 minutes, but our luggage made the flight), which AA is supposed to be evaluating for monetary value. I won't get into the horrific experience we had with AA. Truly worst experience of customer service I have ever had. They now keep giving me the run-around on this and telling me they will re-submit and get right back with me - then they don't follow up. I can't get CR rep to call me back or respond timely. I have sent 11 emails.
2. Fee of $235.50 x 5 to secure return flight after not using first portion of flight. All fees supposed to be refunded, but only $200 per ticket was actually refunded. I have no idea why I was charged $235.50 per ticket. I was told I had to pay the fee x 5 or they would cancel our return flight.
3. Refund supposed to occur on 4 baggage fees of $30 each. Only 3 out of 4 actually refunded. I am awaiting 4th. We had to depart on cruise for Alaska without many of our clothing items.
4. Expenses due to lost luggage. I received a reimbursement check in the mail for these expenses.
1. Unused portion of tickets (we had dead car battery and were running late to flight and subsequently missed flight by about 5 minutes, but our luggage made the flight), which AA is supposed to be evaluating for monetary value. I won't get into the horrific experience we had with AA. Truly worst experience of customer service I have ever had. They now keep giving me the run-around on this and telling me they will re-submit and get right back with me - then they don't follow up. I can't get CR rep to call me back or respond timely. I have sent 11 emails.
2. Fee of $235.50 x 5 to secure return flight after not using first portion of flight. All fees supposed to be refunded, but only $200 per ticket was actually refunded. I have no idea why I was charged $235.50 per ticket. I was told I had to pay the fee x 5 or they would cancel our return flight.
3. Refund supposed to occur on 4 baggage fees of $30 each. Only 3 out of 4 actually refunded. I am awaiting 4th. We had to depart on cruise for Alaska without many of our clothing items.
4. Expenses due to lost luggage. I received a reimbursement check in the mail for these expenses.
This is a forum of VERY experienced, knowledgeable and helpful travelers, with both AA and in general.
It can also be harsh, when repeated requests for details, which can help us help you, are repeatedly ignored. Unfortunately, historically, most posts like this, where information is in short supply, but outrage is over the top, eventually proves out that the PAX is either:
1. is in the wrong
2. has/had unrealistic expectations
3. Is looking for something for nothing,
4. Hiding a mistake on their part
5. Has no patience or is being unreasonable
6. Combination of all of the above
IMHO (in my humble opinion) repeated requests for "service" do not help your cause, no matter how just, or picayune it may be.
Here's hoping your issue is resolved to your satisfaction.
Last edited by Dallas49er; Jul 18, 2019 at 11:38 am