AA made us repurchase our tickets. Refusing to refund. Options?
Mar 2, 2020, 9:21 am
#61
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As an IT person who has spent 20 years building interfaces between systems, this smells like an interface issue where the updates didn't transfer properly to FJ's systems. I wouldn't necessarily assume the AA agent made a mistake. I also thought there was a limit to the number of coupons per ticket #, so you may have ended up with two ticket numbers, adding to the confusion. I know when I book a PNR with a lot of segments, I usually end up with multiple tickets under that one PNR.
I think you'll have a better chance getting a refund on the unused return on your original AA ticket rather than a refund of the FJ ticket. I'd ask for this to simplify matters as AA has no control over what the FJ agent made you do.
I think you'll have a better chance getting a refund on the unused return on your original AA ticket rather than a refund of the FJ ticket. I'd ask for this to simplify matters as AA has no control over what the FJ agent made you do.
That said, OP should call AA customer relations and concisely explain the situation. Hopefully, they would be willing to refund and/or issue a voucher for the fare difference. In the future, in the case of irregular operations, ask the agent to print out your full itinerary before leaving the desk. That *may* have helped in this case. Otherwise, travel insurance is always advised on expensive trips like this as a fallback.
Mar 2, 2020, 9:54 am
#62
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Regardless, it doesn't matter. Whether it was an agent error or an IT error or both, it's still on AA to resolve as it owned the ticket. Ideally, this would have been resolved on the day of travel. But, barring that, it seems the easiest way to resolve this is to request AA refund the return value of the original ticket.
Mar 2, 2020, 10:12 am
#63
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Mar 2, 2020, 10:21 am
#64
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I'm not convinced based on what I'm reading here. I've had several IRROPS with codeshare tickets over the years. In at least two cases, the agent ended up having to print the ticket and had me go to the other carrier with that as there wasn't enough time to resolve the e-ticket issues between systems. I remember once bouncing back and forth between carriers, repeatedly walking between gates to try to get this resolved.
Regardless, it doesn't matter. Whether it was an agent error or an IT error or both, it's still on AA to resolve as it owned the ticket. Ideally, this would have been resolved on the day of travel. But, barring that, it seems the easiest way to resolve this is to request AA refund the return value of the original ticket.
Regardless, it doesn't matter. Whether it was an agent error or an IT error or both, it's still on AA to resolve as it owned the ticket. Ideally, this would have been resolved on the day of travel. But, barring that, it seems the easiest way to resolve this is to request AA refund the return value of the original ticket.
Mar 2, 2020, 10:51 am
#66
Join Date: Jun 2001
Location: New York, NY
Posts: 3,698
This is all good advice. I'd probably do #2 and #3 simultaneously--it's good for the DOT to hear about this (and for AA to have the chance to fix the problem when it gets escalated internally as a result of the complaint), but you don't want to wait for that process to run its course before initiating the credit card dispute. I'd dispute the AA ticket for the amount of the FJ one on the basis that the good and services weren't provided as promised. All the credit card companies I have worked with will let you do this for up to 60 days after the original travel date (versus 60 days from date of purchase).
Last edited by jordyn; Mar 2, 2020 at 11:24 am Reason: Formatting.
Mar 2, 2020, 11:35 am
#67
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Join Date: May 2014
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The customer tried! AA didn’t answer their phones before the FJ deadline (unclear, and mostly irrelevant, whether it was check in or boarding time). OP had two choices that were apparent: buy a new ticket from FJ or not fly that day.
And with no ticket available to use and no ability to contact AA, it’s not even clear to me that FJ did the OP a disservice. What could FJ have done without a ticket attached to the reservation?
And with no ticket available to use and no ability to contact AA, it’s not even clear to me that FJ did the OP a disservice. What could FJ have done without a ticket attached to the reservation?
For most international flights online check-in is not an option, that's why we make it a point to reach airport with plenty of time to spare.
Mar 2, 2020, 12:02 pm
#68
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Join Date: May 2014
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Based on everyone's advice here, I escalated the issue yesterday by writing an email to Dough Parker, CEO. I haven't yet heard back. I think I'll give it another day, before I initiate the charge-back on the original AA tickets.
Mar 2, 2020, 12:16 pm
#69
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Location: New York, NY
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FWIW, based on recent anecdotes on this board, DOT complaints seem to be a much more effective form of internal escalation than going to the CEO. (The DOT generally forwards your complaint to AA, and AA seems to route these to people who can actually fix problems.)
Mar 2, 2020, 12:21 pm
#70
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I am not sure if it would make any sense to register a DoT complain after initiating a charge-back.
Mar 2, 2020, 12:25 pm
#71
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There is no reason to hold off on a chargeback. Depending on your card issuer, you may even be able to upload relevant documents.
Your DOT complaint is separate, It may or may not lead to action by AA and that action may or may not be favorable.
Your DOT complaint is separate, It may or may not lead to action by AA and that action may or may not be favorable.
Mar 2, 2020, 12:27 pm
#72
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Location: New York, NY
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I wouldn't expect the DOT complaint to result in a meaningful enforcement action by the DOT itself--as mentioned it's mostly about causing someone at AA to pay attention. However, the DOT does log complaints and it's helpful for both you and others to log when AA does a particularly crappy job. So the 6 month timeline isn't that meaningful.
Having said all of that, there's no need to wait on the DOT process to complete before you initiate a chargeback (which you should do soon in order to avoid running out of time on that process). Chargeback investigations take time as well (generally ~30 days), and if AA actually fixes the problem in the meantime you can withdraw the chargeback request.
Mar 2, 2020, 12:34 pm
#73
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Had similar situation as OP but fortunately the ticketing carrier (DL) had an office at the airport and they fixed it for me in a few minutes. OP did the best thing under the circumstances, and AA should promptly take responsibility. OTOH purchasing a last-minute ticket is a risky decision and OP should expect an uphill battle. Hope OP paid with Amex as I have found they generally understand the logic in situations versus insisting on rigid policies. Definitely chargeback to AA not FJ because FJ provided the services you paid for but AA did not. Good luck!
Mar 2, 2020, 4:58 pm
#74
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Former aa is right. It hasn’t been possible to call customer relations in probably 5 years. 
No, I‘m not sure. The problem was not with the reservation. The problem was with the eticket. I’m not sure exactly what AA would have been willing and able to print at that point upon passenger request which would have identified a problem.
In the future, in the case of irregular operations, ask the agent to print out your full itinerary before leaving the desk. That *may* have helped in this case.
Mar 3, 2020, 8:55 am
#75
Join Date: Mar 2002
Posts: 329
You might as well try media consumer advocates to try on your behalf as well. There's Christopher Elliott (https://www.elliott.org) and the NY Times has Travel column called Tripped Up (https://www.nytimes.com/2019/09/13/t...disasters.html). Try contacting them to see if they can help.
