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.
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.
[PREM FARE GONE] AA: GIG/GRU- multiple locations (HKG/LAX/MIA/SFO ETC) ~$200 Y ~$360
#241
Join Date: May 2015
Programs: BAEC, AAdvantage, AMEX Plat
Posts: 108
#244
Join Date: Apr 2015
Location: NYC-YUL-CDG-SVO
Programs: Flying Blue Platinum, AAdvantage, Hilton/Hyatt/Marriott
Posts: 160
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.
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.
#245
Join Date: Jan 2014
Location: BOS
Programs: B6 Mosaic, Hyatt Plat, SPG/MAR Gold, Nat'l EEE
Posts: 128
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.
@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.
#246
Join Date: Feb 2015
Location: BRU, AMS
Programs: Miles & More, FlyingBlue, Iberia Plus Gold
Posts: 485
#247
Join Date: Aug 2013
Location: Location independent
Programs: AA PlatPro, Asiana Diamond, IHG Diamond, Hilton Diamond, Marriott Titanium
Posts: 287
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.
"We will honor mispriced fares that were booked yesterday in select international markets"
Hmmm.. "select" markets? That's not positive.
#249
Join Date: Apr 2015
Location: NYC-YUL-CDG-SVO
Programs: Flying Blue Platinum, AAdvantage, Hilton/Hyatt/Marriott
Posts: 160
Hmmm.. "select" markets? That's not positive.
#250
Join Date: Dec 2009
Posts: 89
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
@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
#251
Join Date: Sep 2013
Location: BSB
Posts: 260
Best in history? Probably, fly any oneworld carrier in first class and pay just the taxes and some nickels in Chilean pesos.
#252
Join Date: Aug 2013
Location: Location independent
Programs: AA PlatPro, Asiana Diamond, IHG Diamond, Hilton Diamond, Marriott Titanium
Posts: 287
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
@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
#253
Join Date: Aug 2013
Location: Location independent
Programs: AA PlatPro, Asiana Diamond, IHG Diamond, Hilton Diamond, Marriott Titanium
Posts: 287
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
@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
https://twitter.com/HalJordan17
#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.
#255
Join Date: Oct 2007
Location: LGA/EWR/JFK
Programs: AA EXP, Amex Plat, A3 Gold
Posts: 311