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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, 8:13 pm
  #331  
 
Join Date: Dec 2009
Posts: 89
Originally Posted by fnuhenry
But as soon as i click purchase the I am getting a window which is asking me to reprice the ticket to current exchange rate. I am on Brazil site.

This is the

"Talvez tenhamos que alterar o preço do seu itinerário, converter para sua moeda e/ou ajustar as taxas e encargos com base no endereço de cobrança do cartão de crédito inserido.

Deseja continuar com o cartão de crédito inserido?"

translation

"We may have to change the price of your itinerary, convert to its currency and / or adjust the fees and charges based on the billing address of the inserted credit card.

To continue with the inserted credit card?"
Can you change country of residence to Brazil?
IancoleTX is offline  
Old Aug 21, 2015, 8:15 pm
  #332  
 
Join Date: Jan 2009
Location: USA
Programs: AA LT Plat, UA LT Gold, HH Diamond, Marriott LT Gold
Posts: 956
I got mine ticketed a few minutes ago. Thanks OP.
blueslip is offline  
Old Aug 21, 2015, 8:17 pm
  #333  
 
Join Date: Jun 2014
Location: DFW
Programs: AA Exp, United Silver, Delta Platinum, Marriott Platinum
Posts: 280
Originally Posted by lewende
Is it "on hold" or "ticket pending"?
It was ON HOLD. I just paid for the ticket.

You should be logged into your Advantage account for paying and it will get you though but if you are logged in it will change price.
fnuhenry is offline  
Old Aug 21, 2015, 8:18 pm
  #334  
 
Join Date: May 2015
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Originally Posted by blueslip
I got mine ticketed a few minutes ago. Thanks OP.
If you would, could you please let us know if you itinerary involved Brazil, if you used a Brazilian or US CC and what your travel dates were?
chintanshah123 is offline  
Old Aug 21, 2015, 8:19 pm
  #335  
 
Join Date: Jun 2014
Location: DFW
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Originally Posted by IancoleTX
Can you change country of residence to Brazil?
I did. but you have to be out of your AA account.
fnuhenry is offline  
Old Aug 21, 2015, 8:26 pm
  #336  
 
Join Date: Jun 2014
Location: DFW
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Originally Posted by blueslip
I got mine ticketed a few minutes ago. Thanks OP.
What time was your ticket booked yesterday. I think they are clearing based on FIFO.
fnuhenry is offline  
Old Aug 21, 2015, 8:26 pm
  #337  
 
Join Date: Dec 2009
Posts: 89
Originally Posted by fnuhenry
I did. but you have to be out of your AA account.
Good. Glad you got it resolved and you're on the bus
IancoleTX is offline  
Old Aug 21, 2015, 8:27 pm
  #338  
 
Join Date: Jun 2014
Location: DFW
Programs: AA Exp, United Silver, Delta Platinum, Marriott Platinum
Posts: 280
Originally Posted by IancoleTX
Good. Glad you got it resolved and you're on the bus
Hopefully.
fnuhenry is offline  
Old Aug 21, 2015, 8:42 pm
  #339  
 
Join Date: Jan 2009
Location: USA
Programs: AA LT Plat, UA LT Gold, HH Diamond, Marriott LT Gold
Posts: 956
Originally Posted by chintanshah123
If you would, could you please let us know if you itinerary involved Brazil, if you used a Brazilian or US CC and what your travel dates were?
Itinerary is GRU-DFW-SFO-HKG-LAX-MIA-GRU with SFO-HKG-LAX on CX J. My CC has Brazil address. Travel will be in October.
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Old Aug 21, 2015, 9:07 pm
  #340  
 
Join Date: Jun 2014
Location: DFW
Programs: AA Exp, United Silver, Delta Platinum, Marriott Platinum
Posts: 280
Originally Posted by fnuhenry
Hopefully.
That was Fast. The ticket which I just paid got confirmed --- Here i come BRAZIL

Confirmed Ticket INFO - US-GIG, US CC

But my other NON Brazil ticket (which i paid yesterday) is not yet confirmed.
fnuhenry is offline  
Old Aug 21, 2015, 9:18 pm
  #341  
 
Join Date: Jun 2014
Programs: AS MVP75k, LH ft, IHG PlatAmb, BA, UA, AA
Posts: 33
Purchased two itineraries yesterday on the US website, one says "on request" (AA/CX) and the other says "ticket pending" (AA only). Any idea as to what the difference is? Thanks!
Jose666 is offline  
Old Aug 21, 2015, 9:22 pm
  #342  
 
Join Date: Nov 2014
Location: New York
Programs: DL PLT, Hilton Diamond, CX MPC Silver
Posts: 266
Originally Posted by Jose666
Purchased two itineraries yesterday on the US website, one says "on request" (AA/CX) and the other says "ticket pending" (AA only). Any idea as to what the difference is? Thanks!
Here's some more info
travel_mav is offline  
Old Aug 21, 2015, 9:53 pm
  #343  
 
Join Date: Dec 2005
Location: SFO
Programs: SW A-List, Hyatt Globalist, Marriott Gold, Hertz PC, National Elite, Hilton Gold
Posts: 380
All my domestic tickets are going through but my trips to Brazil are not going through. Not sure whats going on.
UCSBCHRIS2002 is offline  
Old Aug 21, 2015, 9:56 pm
  #344  
 
Join Date: Jun 2014
Location: DFW
Programs: AA Exp, United Silver, Delta Platinum, Marriott Platinum
Posts: 280
Originally Posted by UCSBCHRIS2002
All my domestic tickets are going through but my trips to Brazil are not going through. Not sure whats going on.
I have another ticket which is ON HOLD but I already paid for another ticket which had different dates. Not sure if I should just pay for this too

Here is my question

Does these fare code fully refundable

US connection in P
International on BA in J

If they are fully refundable, I will just way for Both and wait which clears.
fnuhenry is offline  
Old Aug 21, 2015, 9:58 pm
  #345  
HNL
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Join Date: Feb 2005
Posts: 10,959
Originally Posted by fnuhenry
I have another ticket which is ON HOLD but I already paid for another ticket which had different dates. Not sure if I should just pay for this too

Here is my question

Does these fare code fully refundable

US connection in P
International on BA in J

If they are fully refundable, I will just way for Both and wait which clears.
J by itself if normally refundable, but with the segment in P - which in non-refundable - it changes the whole ticket to non-refundable.
HNL is offline  


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