Mar 28, 2020, 8:55 am
Last edit by: seawolf
If your flight have been cancelled*** (you should also be able to refund on schedule changes of >120* minutes (241 minutes for tickets purchased on or after 8 Apr 2020), nonstop to connection or connection reduced to less than minimum connection time) and you want to refund, no need to call AA, just do the following:
1. Take screenshot/email of new rebooked flights/or no rebooked flights as evidence of change.
2. Note down ticket number in original email if print receipt option is not available.
3. Cancel reservation
4. Submit refund request online.
5. Go back to page after a 3-4 days to check refund status.
*NOTE: site for refunds is https://prefunds.aa.com/refunds/
*NOTE AA has changed the change time from 121 to 241 minutes for tickets purchased on or after April 8, 2020.
***Airline defines cancelled as IRROPS that occur day or a couple of days prior to departure.
Another way is to reach out to the Twitter team at @AmericanAir.
April 3, 2020: The US DOT posted today an enforcement notice regarding refunds by carriers: https://www.transportation.gov/airconsumer/latest-news
1. Take screenshot/email of new rebooked flights/or no rebooked flights as evidence of change.
2. Note down ticket number in original email if print receipt option is not available.
3. Cancel reservation
4. Submit refund request online.
5. Go back to page after a 3-4 days to check refund status.
*NOTE: site for refunds is https://prefunds.aa.com/refunds/
*NOTE AA has changed the change time from 121 to 241 minutes for tickets purchased on or after April 8, 2020.
***Airline defines cancelled as IRROPS that occur day or a couple of days prior to departure.
Another way is to reach out to the Twitter team at @AmericanAir.
April 3, 2020: The US DOT posted today an enforcement notice regarding refunds by carriers: https://www.transportation.gov/airconsumer/latest-news
Enforcement Notice Regarding Refunds by Carriers Given the Unprecedented Impact of the COVID-19 Public Health Emergency on Air Travel - The U.S. Department of Transportations Office of Aviation Enforcement and Proceedings, a unit within the Office of the General Counsel, is issuing this notice to remind the traveling public and U.S. and foreign carriers that passengers should be refunded promptly when their scheduled flights are cancelled or significantly delayed. Although the COVID-19 public health emergency has had an unprecedented impact on air travel, the airlines obligation to refund passengers for cancelled or significantly delayed flights remains unchanged.
Requesting refund for a canceled flight
Mar 26, 2020 | 3:58 am
#46
Join Date: Feb 2013
Location: DCA
Posts: 7,777
Dumb-ish question (Or totally dumb, your choice! 
) but one that is slipping my mind - when one searches a canceled PNR on AA.com (putting in name and PNR of canceled trip), did anything used to come up? Right now I'm getting "technical difficulties", but I don't remember what it used to show to begin with...
) but one that is slipping my mind - when one searches a canceled PNR on AA.com (putting in name and PNR of canceled trip), did anything used to come up? Right now I'm getting "technical difficulties", but I don't remember what it used to show to begin with...
Mar 26, 2020 | 11:00 am
#47
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,881
OMG I PLANNED MY 2 weeks paid vacation home to Cali I needed this vacation now do to this virus rap my flight was canceled first of all not my fault my flight was canceled and yes my ticket is non refundable they could make special circumstances we didnt plan for this after the way I was treated by 7 operators kiss my ... Priceline and American Airlines for doing nothing my vacation ruined Im stuck in Arizona all I want is my ticket less than 200 dollars is that really going to break ur bank money hungry corporations Smh Im going to get a refund somehow because I will never going threw Priceline or American Airlines
Mar 26, 2020 | 12:42 pm
#48
Join Date: Jun 2005
Location: AUS
Programs: AA Exec Platinum/MM, DL Gold/MM, Hilton Diamond, Accor Gold, Hertz Five Star
Posts: 7,496
Dumb-ish question (Or totally dumb, your choice! ) but one that is slipping my mind - when one searches a canceled PNR on AA.com (putting in name and PNR of canceled trip), did anything used to come up? Right now I'm getting "technical difficulties", but I don't remember what it used to show to begin with...
) but one that is slipping my mind - when one searches a canceled PNR on AA.com (putting in name and PNR of canceled trip), did anything used to come up? Right now I'm getting "technical difficulties", but I don't remember what it used to show to begin with...
Mar 26, 2020 | 12:44 pm
#49
Join Date: Jun 2005
Location: AUS
Programs: AA Exec Platinum/MM, DL Gold/MM, Hilton Diamond, Accor Gold, Hertz Five Star
Posts: 7,496
OMG I PLANNED MY 2 weeks paid vacation home to Cali I needed this vacation now do to this virus rap my flight was canceled first of all not my fault my flight was canceled and yes my ticket is non refundable they could make special circumstances we didnt plan for this after the way I was treated by 7 operators kiss my ... Priceline and American Airlines for doing nothing my vacation ruined Im stuck in Arizona all I want is my ticket less than 200 dollars is that really going to break ur bank money hungry corporations Smh Im going to get a refund somehow because I will never going threw Priceline or American Airlines
Mar 26, 2020 | 12:44 pm
#50
Join Date: Apr 2000
Location: Palm Beach/ New England
Programs: AA EXP 3MM, DL GM, Marriott Platinum
Posts: 4,459
1. Telephone AA, wait on hold, and hope to resolve the situation.
2. Tweet AA, explain my problem, and hope for a reply.
3. Do nothing, and expect to receive an e-credit.
4. Select one of the offered flights, and hope that a Cancel button appears for the new "My Trip". Then Cancel the trip, and apply for a refund.
Thank you for any suggestions.
Interestingly, the refund process has several "roadblocks" now to encourage people to take the voucher. First, the voucher radio button is enabled and the refund button is disabled, while nearby a large OK button has the focus. If you inadvertently press enter on this page, you get a voucher (and not a 120% voucher, just the basic value voucher). I can see how users might quickly navigate through the refund screens and inadvertently end up with a voucher rather than a refund, even when entitled to a refund. Secondly, after declining the voucher, a second popup appears offering a 20% bonus. And the voucher does in fact come with a 20% bonus (I accepted this offer on a ticket entitled to an actual refund).
So to get a refund, a pax on a cancelled flight must
1. Communicate with AA to decline the automatically re-assigned flight (namely by canceling the reservation, noting that you will be applying for a refund)
2. Navigate to the Prefund page with the ticket number (not the locator code)
3. Carefully select the options for a refund, not a voucher
Mar 26, 2020 | 12:54 pm
#51
Join Date: Feb 2013
Location: DCA
Posts: 7,777
Yeah, that's what I thought, thanks. The website now currently just shows a "technical error" when searching for a PNR that has been canceled with a promised refund. A coincidence, I'm sure, that I can't get any kind of paper trail at a time when they're actively trying to prevent people from getting refunds...
Mar 26, 2020 | 1:16 pm
#52
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,881
Dumb-ish question (Or totally dumb, your choice! ) but one that is slipping my mind - when one searches a canceled PNR on AA.com (putting in name and PNR of canceled trip), did anything used to come up? Right now I'm getting "technical difficulties", but I don't remember what it used to show to begin with...
) but one that is slipping my mind - when one searches a canceled PNR on AA.com (putting in name and PNR of canceled trip), did anything used to come up? Right now I'm getting "technical difficulties", but I don't remember what it used to show to begin with...
Mar 26, 2020 | 1:19 pm
#53
Suspended
Join Date: Mar 2002
Location: Canada, USA, Europe
Programs: UA 1K
Posts: 31,439
I've read this entire thread, and I don't see the details for my situation. Perhaps, someone could comment.
On March 6, 2020, I bought a simple one-way domestic ticket for $140 on aa.com, to fly this Friday, March 27.
About 10 ago, I realized I would not take this trip because my event was postponed, and also the Covid-19 restrictions to stay-at-home, and avoid non-essential travel.
Rather than cancelling the flight for e-credit, I chose to wait for AA to cancel the flight, and possibly apply for a refund.
Today, March 25, I received an E-Mail from AA, stating that my flight was cancelled, and giving me two choices: accept a rebooking to another specified flight, or select another flight from a list of 13 flights. There was no option to cancel, either for a refund or e-credit.
I tried to submit a refund request at the refund screen, using my ticket number, but was told to first cancel my trip.
When I visit "My Trips", the trip has no Cancel button. It simply says "Your flight was canceled. We saved you a seat on a new flight", followed by the selection options mentioned above.
So, now, I'm puzzled. These seem to be my options. Please comment.
1. Telephone AA, wait on hold, and hope to resolve the situation.
2. Tweet AA, explain my problem, and hope for a reply.
3. Do nothing, and expect to receive an e-credit.
4. Select one of the offered flights, and hope that a Cancel button appears for the new "My Trip". Then Cancel the trip, and apply for a refund.
Thank you for any suggestions.
On March 6, 2020, I bought a simple one-way domestic ticket for $140 on aa.com, to fly this Friday, March 27.
About 10 ago, I realized I would not take this trip because my event was postponed, and also the Covid-19 restrictions to stay-at-home, and avoid non-essential travel.
Rather than cancelling the flight for e-credit, I chose to wait for AA to cancel the flight, and possibly apply for a refund.
Today, March 25, I received an E-Mail from AA, stating that my flight was cancelled, and giving me two choices: accept a rebooking to another specified flight, or select another flight from a list of 13 flights. There was no option to cancel, either for a refund or e-credit.
I tried to submit a refund request at the refund screen, using my ticket number, but was told to first cancel my trip.
When I visit "My Trips", the trip has no Cancel button. It simply says "Your flight was canceled. We saved you a seat on a new flight", followed by the selection options mentioned above.
So, now, I'm puzzled. These seem to be my options. Please comment.
1. Telephone AA, wait on hold, and hope to resolve the situation.
2. Tweet AA, explain my problem, and hope for a reply.
3. Do nothing, and expect to receive an e-credit.
4. Select one of the offered flights, and hope that a Cancel button appears for the new "My Trip". Then Cancel the trip, and apply for a refund.
Thank you for any suggestions.
Mar 26, 2020 | 1:21 pm
#54
Suspended
Join Date: Mar 2002
Location: Canada, USA, Europe
Programs: UA 1K
Posts: 31,439
OMG I PLANNED MY 2 weeks paid vacation home to Cali I needed this vacation now do to this virus rap my flight was canceled first of all not my fault my flight was canceled and yes my ticket is non refundable they could make special circumstances we didnt plan for this after the way I was treated by 7 operators kiss my ... Priceline and American Airlines for doing nothing my vacation ruined Im stuck in Arizona all I want is my ticket less than 200 dollars is that really going to break ur bank money hungry corporations Smh Im going to get a refund somehow because I will never going threw Priceline or American Airlines
Mar 26, 2020 | 1:35 pm
#55
Original Member
Join Date: May 1998
Location: NYC
Programs: AA 2MM, Bonvoy LTT, Hilton Gold
Posts: 15,009
Can we get refunds on a ticket we cancel (to get full value credit), but then later find out the flight itself has been canceled/removed from the schedule? I'm kicking myself for canceling April flights for the flight credit when it's highly likely they'll be outright canceled and I could have gotten a refund.
Mar 26, 2020 | 1:45 pm
#56
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,881
You can only request a refund if you have not already cancelled your reservation and AA cancels the flight. The "credit" is your unused ticket. It's not like Jetblue's system where the residual value is moved into an account. If your ticket is eligible, aa.com will detect that and tell you your ticket is eligible for a refund (subject to review).
Mar 26, 2020 | 2:16 pm
#57
FlyerTalk Evangelist
Join Date: Aug 2001
Posts: 10,632
Does Refund Status only show up after the request has been reviewed?
I had to get a phone agent to put in the refund request yesterday, but the website doesn't show any status on the refund.
Yes, I know I need to wait a couple days..
I had to get a phone agent to put in the refund request yesterday, but the website doesn't show any status on the refund.
Yes, I know I need to wait a couple days..
Mar 26, 2020 | 2:54 pm
#58
Join Date: Apr 2005
Location: Waterloo Canada
Programs: QF WP, AC, AA, 4Z
Posts: 461
Any assistance with any parts of my questions would be appreciated.
I have two cancellations to deal with.
1. Jrobin flights
YYZ-LHR-BCN-LHR-YYZ all BA flights booked online with AA (001 ticket), YYZ-LHR-BCN (N class) flown Feb 11; return booked March 31 BCN-LHR-YYZ (S-class).
Booked flight BA 485 BCN-LHR March 31 has been cancelled. I would prefer refund over voucher or flight change for entire return trip.
(a) will AA provide refund? or only a voucher?
(b) how can I estimate the amount of the refund/voucher? (Is the return half of a RT booking essentially valueless?) Is any EC261 compensation applicable? Is any Canada Transportation Agency compensation applicable?
(c) If only a voucher is an option, should I just cancel trip on "YourTrip" or should I contact AA by telephone?
2. Mrs Jrobin flights
YYZ-LHR-BCN-LHR-YYZ all BA flights booked online with travel agency (AA 001 ticket), YYZ-LHR-BCN (N class) flown Feb 11; return booked March 31 BCN-LHR-YYZ (S-class).
For some reason Manage My Booking on BA states that all flights have been flown.
Again I would prefer refund over voucher or flight change for entire return trip.
Should I "cancel trip" on "Your Trip", contact AA by telephone, or contact the travel agent?
Thanks
Mar 26, 2020 | 2:58 pm
#59
Join Date: Jan 2007
Location: PHX
Programs: AA ExPlat, United Plat, IHG Amb Plat, HHonors Diamond(Aspire), Bonvoy LT Plat, Hyatt Globalist
Posts: 473
A couple days has turned into 10 days for me. That's what I see online as well....pending review under 'request a refund status' and nothing under 'check your refund status'. I called again today and the agent checked with accounting. The response was.. we are running behind and need a few more days (14 or so?)
Not sure if I would be better off initiating a chargeback with AMEX at this point or not.
Mar 26, 2020 | 3:25 pm
#60
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,881
Needless to say, this department is likely slammed. I'd plan to wait a few weeks. I would not submit a charge back on your CC. The CC will ask AA to investigate and give them a reasonable amount of time to do so, so I don't see that expediting the process.