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[PREM FARE GONE] AA: GIG/GRU- multiple locations (HKG/LAX/MIA/SFO ETC) ~$200 Y ~$360

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Old Aug 31, 2015, 9:17 am
FlyerTalk Forums Expert How-Tos and Guides
Last edit by: footastic
Sequence of events:

American Airlines (AA) Brazil website misprices revenue tickets in initial calculation on purchase page. Repricing the same reservation by changing billing country resulted in the correct price, even when reverting to Brazil.

Vast majority of tickets appear to have gone unticketed for ~1 week. It appears that tickets were issued manually, not automatically.

AA states repeatedly and to several outlets that they will unconditionally honor all fares.

AA begins cancelling tickets. Subsequently, they send out cancellation emails implying that the "country of residence" was misrepresented. Of course, this is not the case, as AA never actually asks for the "country of residence" but the billing address which includes the country of the billing address.

Since AA repeatedly and publicly stated that they would unconditionally honor the tickets, even when specifically asked about it, many purchasers relied upon AA's representations and made non-refundable plans. DoT regulations require airlines to reimburse purchasers who relied upon mistake fares to make non-refundable plans. It may be worth writing into the US Department of Transportation (DoT) to complain about AA's handling of the situation and ask for compensation even without having non-refundable reservations, because AA went to great lengths to assure purchasers that tickets would be unconditionally honored.

DoT air travel complaint form: http://airconsumer.dot.gov/escomplaint/ConsumerForm.cfm

DoT air travel complaint mailing address:
Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Ave, S.E.
Washington, D.C. 20590

DoT air travel complain phone line information:
You may call the ACPD 24 hours a day at 202-366-2220 (TTY 202-366-0511) to record your complaint. Calls are returned Monday through Friday, generally between 7:30 am and 5:00 pm Eastern time.

As mentioned by classyflyer and posted by pb9997, if your flight had some kind of legal nexus within Brazil, their consumer protections should apply to your ticket. Here is the contact information for the relevant consumer protection agencies within Brazil. Please be clear in your communication and REMEMBER TO SUBMIT YOUR COMMUNICATIONS IN PORTUGESE.

To translate your communications before submitting them:
http://translate.google.com

www.reclameaqui.com.br
Quote from pb9997: "This site is known to be the most popular, most viewed upon by companies who care about reputation; Though not official, it has proven to be the most respected by consumers and corporations, who may delay answers on their own channels but do take care to have teams focused on answering for this public site. Information written, from both parties, is public."

www.consumidor.gov.br
Quote again from pb9997: "This is the official PROCON site where consumers and companies present their complaints and arguments. It is official, additional care ought to be taken.

I would highly suggest following the order presented; With the first site the company has room to assess impact, prepare an amiable answer and protect their public reputation.

On the second site... well, it's official and what is written by both parties is the basis to act afterwards in a court of law. Ideally the complaint presented should have the Law that explains why a consumer has been impacted and the expected remedy, according [sic] to the Law."

As of 9/8/15 - Individuals who had tickets cancelled in the first round (8/28) have yet to see refunds post to credit cards.

Feel free to update this Wiki with more complete information.
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[PREM FARE GONE] AA: GIG/GRU- multiple locations (HKG/LAX/MIA/SFO ETC) ~$200 Y ~$360

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Old Aug 21, 2015, 1:45 pm
  #241  
 
Join Date: May 2015
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Originally Posted by Tebi
https://pbs.twimg.com/media/CM8Y0LOWcAEVqPZ.jpg

2 CLP (chilean peso) = 0,003 USD

Hahaha
Wow.. Wish someone had posted this one on FT too!
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Old Aug 21, 2015, 1:48 pm
  #242  
 
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Originally Posted by chintanshah123
Wow.. Wish someone had posted this one on FT too!
That one looks like it's O fare. So economy correct?
blind1985 is offline  
Old Aug 21, 2015, 1:50 pm
  #243  
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Originally Posted by blind1985
That one looks like it's O fare. So economy correct?
Correct, and it's long over.
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Old Aug 21, 2015, 1:54 pm
  #244  
 
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It would be interesting to have the point of view of a Brazilian lawyer on this one. Since they apparently did the math and found that it would be cheaper to honor those fares, thus avoiding a legal dispute in Brazil/Chile, I am tempted to believe that under Brazilian regulations booking~Ticket, otherwise they would have just canceled the pending bookings.

Furthermore, wouldn't tickets purchased on the Brazilian site, possibly with a Brazilian IP address, be considered purchased in Brazil? Even if the traveler isn't a Brazilian Resident.


EDIT: Apparently it's for everybody (twitter): The American'll be honoring all error rates so that everyone has a positive experience and continue to fly with us.
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Old Aug 21, 2015, 1:56 pm
  #245  
 
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This is an interesting tweet...

@AmericanAir @J_Janz And those who are in on request as there are flights operated by partner companies, will also be honored right?

American Airlines ‏@AmericanAir 3m3 minutes ago
@willianqs The American will be honoring all the incorrect rates so that everyone has a positive experience and will continue to fly with us.

**Using translator on Twitter.
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Old Aug 21, 2015, 2:02 pm
  #246  
 
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Originally Posted by chintanshah123
Wow.. Wish someone had posted this one on FT too!
Wow! This must be the craziest currency error in the FT history! Wish we had known about that
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Old Aug 21, 2015, 2:03 pm
  #247  
 
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https://twitter.com/AmericanAir/stat...16475971190784
"We will honor mispriced fares that were booked yesterday in select international markets"

Hmmm.. "select" markets? That's not positive.
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Old Aug 21, 2015, 2:06 pm
  #248  
 
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Since the queue is ordered by departure date, can we get some data on what dates have been ticketed so far?
Rusdude is offline  
Old Aug 21, 2015, 2:07 pm
  #249  
 
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Hmmm.. "select" markets? That's not positive.
Looks alright to me. Had it been "We will honor SELECT (or Some of the ) mispriced fares that were booked yesterday in select international markets" I would have been worried.
Chuvash is offline  
Old Aug 21, 2015, 2:09 pm
  #250  
 
Join Date: Dec 2009
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One more:

@AmericanAir
AmericanAir Good afternoon, I wonder if the AA will honor the rate of purchase of tickets for Israel - Reserva - R$ 2,850.58

@ HalJordan17 American'll be honoring the error rates, so everyone has a positive experience and continue to fly with us.

This is non Ex-Brazil - definitely positive
IancoleTX is offline  
Old Aug 21, 2015, 2:10 pm
  #251  
 
Join Date: Sep 2013
Location: BSB
Posts: 260
Originally Posted by tymoon25
Wow! This must be the craziest currency error in the FT history! Wish we had known about that
Basically in Chile people paid only the taxes, which priced correctly. The person who booked that ticket may be happy, but he could have flown in first class and the price wouldn´t be much different.
Best in history? Probably, fly any oneworld carrier in first class and pay just the taxes and some nickels in Chilean pesos.
Carq is offline  
Old Aug 21, 2015, 2:12 pm
  #252  
 
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Originally Posted by iancoletx
one more:

@americanair
americanair good afternoon, i wonder if the aa will honor the rate of purchase of tickets for israel - reserva - r$ 2,850.58

@ haljordan17 american'll be honoring the error rates, so everyone has a positive experience and continue to fly with us.

This is non ex-brazil - definitely positive
Awesome news!
FlyerJT is offline  
Old Aug 21, 2015, 2:16 pm
  #253  
 
Join Date: Aug 2013
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Originally Posted by IancoleTX
One more:

@AmericanAir
AmericanAir Good afternoon, I wonder if the AA will honor the rate of purchase of tickets for Israel - Reserva - R$ 2,850.58

@ HalJordan17 American'll be honoring the error rates, so everyone has a positive experience and continue to fly with us.

This is non Ex-Brazil - definitely positive
Wait... His profile says that he lives in Sao Paulo, Brazil
https://twitter.com/HalJordan17
FlyerJT is offline  
Old Aug 21, 2015, 2:18 pm
  #254  
 
Join Date: Sep 2013
Location: BSB
Posts: 260
It seems like the intern who updated the conversion rates misplaced the numbers, exchanging the rates of Real and Pesos in the Dollar column. U$ 1,00 = BRL 3,45, but instead it was U$ 3,45 = BRL 1,00, so the fare was 11,90 (3,45²) cheaper. If you consider that U$ 1,00 = CLP 700 and apply U$ 700 = CLP 1,00, all the fares were priced 490.000 (700²) times lower.
Carq is offline  
Old Aug 21, 2015, 2:19 pm
  #255  
 
Join Date: Oct 2007
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Originally Posted by FlyerJT
Awesome news!
I don't think you can base anything off that particular case. It seems to be a Brazilian asking about a ticket ex-Brazil to Israel (possibly on all AA-metal via PHL).
DLinYUL is offline  


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