Difficulty Getting an AA Refund
Jan 9, 2023 | 12:46 pm
#16
Original Poster
Join Date: May 2010
Programs: AAdvantage
Posts: 88
Thanks.
Amazing stuff. This just shows how short sighted and rudderless AA is. This is a horrible solution that will lead to way more long term cost in terms of supportability and upgrades.
As long as the bean counters see IT as a purely a back end cost center , they'll never actually invest and tap into the real benefit it can provide.
Amazing stuff. This just shows how short sighted and rudderless AA is. This is a horrible solution that will lead to way more long term cost in terms of supportability and upgrades.
As long as the bean counters see IT as a purely a back end cost center , they'll never actually invest and tap into the real benefit it can provide.
Jan 9, 2023 | 1:17 pm
#18
Join Date: Sep 2014
Location: IAD/DCA/BWI
Programs: AA EXP & 1MM
Posts: 845
Not to defend AA, but this is completely beyond AA's control -- it's a global requirement of IATA. While you can have countless transactions in a PNR, you can only have one financial transaction per ticket, so if a base ticket itself changes it has to be exchanged for a new ticket, and if add-on services get bought they get charged via a separate Electronic Miscellaneous Document (formerly a Miscellaneous Charge Order or Special Service Ticket). Each distinct charge gets its own distinct document number.
Jan 9, 2023 | 1:30 pm
#19
FlyerTalk Evangelist
Join Date: Apr 2001
Location: NYC
Posts: 27,887
Jan 9, 2023 | 1:30 pm
#20
Original Poster
Join Date: May 2010
Programs: AAdvantage
Posts: 88
Thanks.
Amazing stuff. This just shows how short sighted and rudderless AA is. This is a horrible solution that will lead to way more long term cost in terms of supportability and upgrades.
As long as the bean counters see IT as a purely a back end cost center , they'll never actually invest and tap into the real benefit it can provide.
Amazing stuff. This just shows how short sighted and rudderless AA is. This is a horrible solution that will lead to way more long term cost in terms of supportability and upgrades.
As long as the bean counters see IT as a purely a back end cost center , they'll never actually invest and tap into the real benefit it can provide.
Jan 9, 2023 | 1:33 pm
#21
Original Poster
Join Date: May 2010
Programs: AAdvantage
Posts: 88
Thanks everyone, hopefully it will now be resolved. I found the ticket numbers for the Main Cabin Extra charges. It was the 13 digit numbers on my credit card statement. Checking on AA it clearly showed 2 were never refunded.So, they just held my money until I asked for it? They put me through hell figuring it out. I have the better part of a day working on this, for $161.52. I wonder how many of their customers might not even notice it, or be frustrated into submission? It is totally unacceptable for any company to expect their customers to navigate their unique processes with absolutely no assistance.
Jan 9, 2023 | 1:36 pm
#22
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,880
This is actually pretty routine for all carriers. It's not AA-specific. Think of it as a transaction ID and it doesn't seem as odd.
Jan 9, 2023 | 2:36 pm
#23
Original Poster
Join Date: May 2010
Programs: AAdvantage
Posts: 88
I have never had a carrier arbitrarily not give a refund when they very clearly were supposed to do so. And, I would certainly think that when I reported this issue to AA Customer Service they should have been able to either help, or give clear guidance. I really don't care if that is routine with all carriers, it is outrageous. Thankfully, Flyertalk member Antarius gave me the solution. Thank you Flyertalk I have always received great assistance here.
Jan 9, 2023 | 3:04 pm
#24
Join Date: Oct 2000
Location: Dallas, TX USA
Posts: 2,257
Jan 9, 2023 | 4:00 pm
#25
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,880
I have never had a carrier arbitrarily not give a refund when they very clearly were supposed to do so. And, I would certainly think that when I reported this issue to AA Customer Service they should have been able to either help, or give clear guidance. I really don't care if that is routine with all carriers, it is outrageous. Thankfully, Flyertalk member Antarius gave me the solution. Thank you Flyertalk I have always received great assistance here.
Jan 9, 2023 | 5:51 pm
#26
Join Date: Oct 2019
Programs: Flying Blue, Hilton Honors, Amtrak Guest Rewards
Posts: 3,642
The IATA ticket thing is really interesting and explains why DL treats a gift card as a really flexible but nonrefundable ticket and why DL processes buying a ticket with a gift card as a ticket change (thus presents to Amex as eligible for fee credit).
Jan 10, 2023 | 6:11 pm
#27
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott LT Plat | Hyatt Explorist
Posts: 13,278
Not to defend AA, but this is completely beyond AA's control -- it's a global requirement of IATA. While you can have countless transactions in a PNR, you can only have one financial transaction per ticket, so if a base ticket itself changes it has to be exchanged for a new ticket, and if add-on services get bought they get charged via a separate Electronic Miscellaneous Document (formerly a Miscellaneous Charge Order or Special Service Ticket). Each distinct charge gets its own distinct document number.
Still, there's no reason for it to be a totally standalone transaction from a customer perspective. You can't buy MCE separately from a flight, which makes the MCE purchase a subsidiary record of the flight purchase. Whether it is ledgered as its own transaction on the back end is one thing, how it's managed, displayed and transacted is another.
Jan 11, 2023 | 4:47 pm
#28
Original Poster
Join Date: May 2010
Programs: AAdvantage
Posts: 88
I learned 3 important things as a result of this experience:
1: American Airlines has no real customer relations dept. They just let their computers send out sincere apologies without addressing the issues. See attached message I got after filing a complaint.
2: I can always count on members on FlyerTalk Forums to assist. I did locate the needed transaction numbers on my credit card statement and successfully used the online refund request. Today I received emails notifying me my refunds were being processed. Apparently I will never get an explanation why they held my money. They were not holding it as a credit, because I have since booked flights.
3: Probably the most important thing I learned is the definition of KLUDGE. It is a haphazard or makeshift solution to a problem and especially to a computer or programming problem. :-)
1: American Airlines has no real customer relations dept. They just let their computers send out sincere apologies without addressing the issues. See attached message I got after filing a complaint.
2: I can always count on members on FlyerTalk Forums to assist. I did locate the needed transaction numbers on my credit card statement and successfully used the online refund request. Today I received emails notifying me my refunds were being processed. Apparently I will never get an explanation why they held my money. They were not holding it as a credit, because I have since booked flights.
3: Probably the most important thing I learned is the definition of KLUDGE. It is a haphazard or makeshift solution to a problem and especially to a computer or programming problem. :-)
Jan 11, 2023 | 6:07 pm
#29
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 34,990
In case anyone is interested, here are the refundability rules for seat fees charged by AA:
https://www.aa.com/i18n/travel-info/...abin-extra.jsp
(Scroll down to "Terms and conditions.")
https://www.aa.com/i18n/travel-info/...abin-extra.jsp
(Scroll down to "Terms and conditions.")
Jan 12, 2023 | 12:30 pm
#30
Original Poster
Join Date: May 2010
Programs: AAdvantage
Posts: 88
In case anyone is interested, here are the refundability rules for seat fees charged by AA:
https://www.aa.com/i18n/travel-info/...abin-extra.jsp
(Scroll down to "Terms and conditions.")
https://www.aa.com/i18n/travel-info/...abin-extra.jsp
(Scroll down to "Terms and conditions.")