Aug 31, 2015, 9:17 am
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
Aug 30, 2015, 11:06 am
#931
Join Date: Aug 2015
Posts: 13
^
Also I would be fine with a 24 hour rule for airlines being able to cancel tickets. It is especially silly that these tickets were issued last week and all this week and only now are they starting to cancel.
BA also has done the same thing. The more time that elapses, the more consumers they are screwing over because plans are being made under the belief that the ticket is good to fly.
Also I would be fine with a 24 hour rule for airlines being able to cancel tickets. It is especially silly that these tickets were issued last week and all this week and only now are they starting to cancel.
BA also has done the same thing. The more time that elapses, the more consumers they are screwing over because plans are being made under the belief that the ticket is good to fly.
But by all means, go ahead and troll the people who are trying to help you and take comfort in that? i'm confused ...
Aug 30, 2015, 11:15 am
#933
Join Date: Aug 2011
Location: Los Angeles, CA
Posts: 845
Do you have a Brazilian CC? If not, quite interesting that they were cancelled and now reinstated by AA. Maybe they changed their mind once again?
Aug 30, 2015, 11:22 am
#934
Join Date: Sep 2012
Location: LAX
Programs: AA EXP, AMEX PLAT, Priority Pass, Admirals Club, SPG Plat, Hilton Diamond, Hyatt Diamond
Posts: 222
I think you might have misunderstood Footastic's post. He stated that he originally had 4 bookings but now he only has one left.
Aug 30, 2015, 11:32 am
#935
FlyerTalk Evangelist
Join Date: Jun 2005
Location: QLA
Programs: SBUX Gold
Posts: 14,507
Most of the tickets AA wanted to cancel were probably done so en masse on Friday. A few probably slipped through the cracks, but this was a surgical strike.
Aug 30, 2015, 12:12 pm
#936
Join Date: Aug 2011
Location: Los Angeles, CA
Posts: 845
Well, my 2 tickets are still live. I wonder how much longer we have to wait before booking other arrangements and the tickets are safe.
Aug 30, 2015, 12:35 pm
#937
FlyerTalk Evangelist
Join Date: Jun 2005
Location: QLA
Programs: SBUX Gold
Posts: 14,507
I wouldn't do anything until there's a final final result, unless you want to go for it and rely on the DOT's decision to try to get reimbursement from AA.
Aug 30, 2015, 1:01 pm
#938
Join Date: Aug 2009
Location: IAH
Programs: SPG Platinum, Hyatt Diamond, IHG Gold Ambassador, Marriott Gold
Posts: 519
Here's an all-important question -- has anyone been able to call AA BR, provide them a CC with BR address and get them to reinstate the ticket at the original price? Or is this pretty much a done deal and there's no chance of reinstatements?
Aug 30, 2015, 1:11 pm
#939
Join Date: Nov 2007
Posts: 355
Aug 30, 2015, 1:36 pm
#940
Join Date: Aug 2009
Location: IAH
Programs: SPG Platinum, Hyatt Diamond, IHG Gold Ambassador, Marriott Gold
Posts: 519
Aug 30, 2015, 2:09 pm
#941
Join Date: Feb 2013
Posts: 82
Aug 30, 2015, 2:14 pm
#942
Join Date: Apr 2001
Location: GRU
Programs: *A Gold, OW Sapphire, SPG Gold, HH Diamond, Accor Plat
Posts: 3,367
From a legal point of view, DOT included, foreigners who took advantage of this deal had to claim their residence was in Brazil/Chile/Mexico, so that the mistaken currency would present itself, as without it the error would not come up.
One can assume that if one resides/visits, yet has no local card, then AA would have to honor these fares, easily achievable by BR laws. It is a local consumption paid for with an international card under BR legislation.
The issue is when one does not reside/visit nor has presented a local card and got ticketed to find out it got canceled afterwards. BR laws might be on customer's side, but the few involved probably have no time/interest to file against AA in BR courts, leaving only the DOT avenue open... I believe this was the math done by AA to assess whether to allow/cancel them.
IceTrojan suggestion seems to be the most rational now; If no local card available, if at all still an option this late, then either wait it cool out or simply book non-refundable related expenses to be later billed to AA for their clumsiness with this situation of nice PR yet going back and forth.
Has anyone been at least notified by AA... e-mail, phone, sms, ... ?
Aug 30, 2015, 2:16 pm
#943
Join Date: Aug 2015
Posts: 25
Hi!
I thought I could write my experience from the beginning:
1. I booked GRU-DFW-HKG and back for March 2016 on the 20th of August.
2. There was a problem with the payment, rejected from bank.
3. I called AA BR (found the number in this thread)
4. Spoke to an agent which put the booking on queue again.
5. About 12-14 hours later it was ticketed.
The booking is still active and was paid with a Swedish VISA card and with a Swedish address on my AA account.
I have my mind set on that it will be cancelled but would be great if not since I always wanted to visit Brazil and this could be a great combo-trip including also HKG and some great flying and hopefully some fresh miles posted.
Best of luck everyone!
I thought I could write my experience from the beginning:
1. I booked GRU-DFW-HKG and back for March 2016 on the 20th of August.
2. There was a problem with the payment, rejected from bank.
3. I called AA BR (found the number in this thread)
4. Spoke to an agent which put the booking on queue again.
5. About 12-14 hours later it was ticketed.
The booking is still active and was paid with a Swedish VISA card and with a Swedish address on my AA account.
I have my mind set on that it will be cancelled but would be great if not since I always wanted to visit Brazil and this could be a great combo-trip including also HKG and some great flying and hopefully some fresh miles posted.
Best of luck everyone!
Aug 30, 2015, 3:18 pm
#944
Join Date: Dec 2012
Location: SFO
Programs: Delta Diamond/ Hyatt top tier(lifetime)
Posts: 652
No notice to email or sms here
I believe to understand what you (and others) are saying.
From a legal point of view, DOT included, foreigners who took advantage of this deal had to claim their residence was in Brazil/Chile/Mexico, so that the mistaken currency would present itself, as without it the error would not come up.
One can assume that if one resides/visits, yet has no local card, then AA would have to honor these fares, easily achievable by BR laws. It is a local consumption paid for with an international card under BR legislation.
The issue is when one does not reside/visit nor has presented a local card and got ticketed to find out it got canceled afterwards. BR laws might be on customer's side, but the few involved probably have no time/interest to file against AA in BR courts, leaving only the DOT avenue open... I believe this was the math done by AA to assess whether to allow/cancel them.
IceTrojan suggestion seems to be the most rational now; If no local card available, if at all still an option this late, then either wait it cool out or simply book non-refundable related expenses to be later billed to AA for their clumsiness with this situation of nice PR yet going back and forth.
Has anyone been at least notified by AA... e-mail, phone, sms, ... ?
From a legal point of view, DOT included, foreigners who took advantage of this deal had to claim their residence was in Brazil/Chile/Mexico, so that the mistaken currency would present itself, as without it the error would not come up.
One can assume that if one resides/visits, yet has no local card, then AA would have to honor these fares, easily achievable by BR laws. It is a local consumption paid for with an international card under BR legislation.
The issue is when one does not reside/visit nor has presented a local card and got ticketed to find out it got canceled afterwards. BR laws might be on customer's side, but the few involved probably have no time/interest to file against AA in BR courts, leaving only the DOT avenue open... I believe this was the math done by AA to assess whether to allow/cancel them.
IceTrojan suggestion seems to be the most rational now; If no local card available, if at all still an option this late, then either wait it cool out or simply book non-refundable related expenses to be later billed to AA for their clumsiness with this situation of nice PR yet going back and forth.
Has anyone been at least notified by AA... e-mail, phone, sms, ... ?
Aug 30, 2015, 3:31 pm
#945
Join Date: Feb 2013
Posts: 82
cancellation email
Just got cancellation email:
------------------------
It has come to our attention that while making the booking referenced above, you stated that your country of residence was Brazil, when our information indicates you are a resident of another country.
Given that we price and sell our tickets on the assumption that our customers provide accurate information during the booking process, we consider this booking to have been invalid when made, and have accordingly canceled it.
The purchase price will be refunded to the original form of payment and should appear with your credit card company within seven (7) days.
If you disagree with the cancellation, please provide to us documentation (i.e., Brazilian passport or residency card) proving that your country of residence is Brazil and we will consider reinstating your ticket. You can send this information to [email protected].
American Airlines
------------------------
It has come to our attention that while making the booking referenced above, you stated that your country of residence was Brazil, when our information indicates you are a resident of another country.
Given that we price and sell our tickets on the assumption that our customers provide accurate information during the booking process, we consider this booking to have been invalid when made, and have accordingly canceled it.
The purchase price will be refunded to the original form of payment and should appear with your credit card company within seven (7) days.
If you disagree with the cancellation, please provide to us documentation (i.e., Brazilian passport or residency card) proving that your country of residence is Brazil and we will consider reinstating your ticket. You can send this information to [email protected].
American Airlines