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Best practices for requesting a refund?
My wife's Wed flight was cancelled and she spent 30m on the phone with an exec plat agent who could only rebook her by charging a $105 add collect. The agent said the computer system didn't reflect the cancellation and they couldn't reissue the ticket without charging.
Eventually the agent ended the call by apologizing and saying she shouldn't have paid. Called the exec plat line a couple hours later and they reiterated the $105 add collect should not have been charged and said they could not refund it, but write to CS to request a refund. Wrote to CS with the eticket number and requested the refund. They replied... On behalf of American Airlines, thank you for contacting Customer Success. We understand that your time is valuable, and we know that there's nothing more frustrating than experiencing a flight disruption. Please accept my sincere apology. Although these situations are rare, I know you were inconvenienced by the misunderstanding with your travel reservation. I'm truly sorry. We make every effort to assist our customers accurately and efficiently with their travel plans, and while I am glad that we were still able to accommodate you, I realize that it was not the flight of your choice. As a tangible apology, and in hopes of restoring your confidence in us, I've credited your AAdvantageŽ account with 5,000 bonus miles. The adjustment should be reflected in your account shortly. (the rebooking was very boring -- from economy class TUS DFW BOS to economy class TUS ORD BOS. The only mildly exciting part was the same phone agent insisted she'd automatically appear on the upgrade list TUS ORD, but she was not listed at all, and 4 seats went to other pax, with no way to address the issue as there was a long line of pax needing BPs at the gate.) |
I suspect that your answer came from an AI-driven bot, as has been documented on other threads. To get to a human you need to reply to that message. In the past I've said this is incorrect and requested that a supervisor review. Someone else may have a better way (eg phone number or email address) to short-circuit this ridiculously cumbersome process. You have my sympathies!
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