Difficulty Getting an AA Refund
#1
Original Poster
Join Date: May 2010
Programs: AAdvantage
Posts: 88
Difficulty Getting an AA Refund
I booked 2 seats LAX -> MIA round trip using AAdvantage miles. I upgraded for cash on both legs. AA changed my flight to an unacceptable time and flight so I cancelled and rebooked. They refunded my credit card for all 4 security fees, but only 2 of the upgrade fees. I called customer service only to be told they can't help with refunds, I had to do online. So I tried, I put in the info for each of the record numbers. Each attempt showed that I had been refunded the security fee. I agree with that, but nothing about the upgrade fees, not even the ones I actually was refunded. It wouldn't let me go any further. Next I tried to email AA. I was forced to pick one of 3 subjects, none of which were anywhere close to my issue. See attached. I have spend 4 or 5 hours today researching and documenting my issue, but how do I get someone to fix it? Thanks in advance.
#2
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,588
When you say that you "upgraded," do you mean to a different class of service? Or did you simply purchase Preferred or Main Cabin Extra seats within the Economy cabin?
#3
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,252
Don't select advantage customer service - use Compliments and Complaints and contact customer relations to fix it.
AAdvantage customer service is to deal with your AAdvantage account and do housekeeping on it.
AAdvantage customer service is to deal with your AAdvantage account and do housekeeping on it.
#4
Used to be 'g_leyser'
Join Date: Jul 2002
Location: Brandon Johnson International Airport (expect delays)
Programs: AA PlatPro, HH Gold, Bonvoy Gold, IHG Plat, Reno Air MEGA Platinum
Posts: 10,039
have you tried submitting on this link?
https://prefunds.aa.com/refunds/
https://prefunds.aa.com/refunds/
#5
Original Poster
Join Date: May 2010
Programs: AAdvantage
Posts: 88
#6
Original Poster
Join Date: May 2010
Programs: AAdvantage
Posts: 88
have you tried submitting on this link?
https://prefunds.aa.com/refunds/
https://prefunds.aa.com/refunds/
#7
Original Poster
Join Date: May 2010
Programs: AAdvantage
Posts: 88
Hmm? I didn't notice that option on their website, but I found it with a Google search. Thanks, I will give it a try.
#8
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,212
Don't MCE charges get different "ticket" numbers? Check your CC statement for those and make sure you entered those ticket numbers, if you haven't already.
#9
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,252
#10
Join Date: Feb 2003
Location: Washington, DC
Programs: AA Executive Platinum/Million Miler, Marriott Titanium Elite-Lifetime, Hilton Gold
Posts: 3,212
I thought so. However, I've never bought MCE, so I could be wrong.
EDITED TO ADD: See https://www.aa.com/i18n/customer-ser...p#ticketnumber. I cut and pasted the relevant text below (emphasis mine).
EDITED TO ADD: See https://www.aa.com/i18n/customer-ser...p#ticketnumber. I cut and pasted the relevant text below (emphasis mine).
Ticket number
Where can I find my ticket number?ExpandThe ticket number can be found on your:- Confirmation email and receipt – look toward the end of the email under the 'Receipt' section
- Receipt from Airport / City Ticket Office – look at the bottom in the middle of the ticket
- Credit card statement
#11
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,588
OK. Note that these are not considered "upgrades," so if you have to communicate with AA, avoid using that term. You are seeking a refund of seat fees; as noted upthread, seat fees get their own ticket numbers, so try entering the ticket number for the missing seat fees on the AA Refunds page.
#12
Used to be 'g_leyser'
Join Date: Jul 2002
Location: Brandon Johnson International Airport (expect delays)
Programs: AA PlatPro, HH Gold, Bonvoy Gold, IHG Plat, Reno Air MEGA Platinum
Posts: 10,039
There should have been a different ticket number for your MCE purchase. Should be in the email receipt you got when you bought it. You'll need to submit this as a separate refund request.
#13
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,252
I thought so. However, I've never bought MCE, so I could be wrong.
EDITED TO ADD: See https://www.aa.com/i18n/customer-ser...p#ticketnumber. I cut and pasted the relevant text below (emphasis mine).
EDITED TO ADD: See https://www.aa.com/i18n/customer-ser...p#ticketnumber. I cut and pasted the relevant text below (emphasis mine).
Ticket number
Where can I find my ticket number?ExpandThe ticket number can be found on your:- Confirmation email and receipt – look toward the end of the email under the 'Receipt' section
- Receipt from Airport / City Ticket Office – look at the bottom in the middle of the ticket
- Credit card statement
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.
#14
Original Poster
Join Date: May 2010
Programs: AAdvantage
Posts: 88
I found the receipt for the 2 Main Cabin Extra's for one flight, but unfortunately I have no receipt for the second one. They did charge my card though so at least I can now figure out which flight they did not refund. I don't understand why AA does not provide this information on my account logon. I submitted a complaint to Customer Relation online, so hopefully they will respond.
#15
Join Date: Oct 2006
Location: Long Beach, CA
Programs: AA PLTPRO, HH Diamond, IHG Plat, Marriott Plat, Hyatt Globalist
Posts: 3,559
I recently canceled a flight where I had also purchased the "move to first class" offer for $199 shortly prior to the flight date.
I just canceled that flight and, while the ticket goes back into my account for future use, I did submit a refund request for the $199, which came with its own Ticket Number, separate from the original flight ticket. They were actually pretty prompt about it and refunded the amount to my credit card in a few days.