Oneworld booking and pricing experiences
Dec 29, 2020, 12:12 pm
#931
FlyerTalk Evangelist
Join Date: Oct 1999
Location: Juneau, Alaska.
Programs: AS 75K;BA Silver;AA G;HH Dia;HY Glob
Posts: 15,797
Hopefully this is the correct thread.
Thanks
- Had a DONE 4 originating from CMB - not yet started.
- A schedule change occurred resulting in an arrival 7+ hours later mid trip.
- Called the AA RTW and was advised it qualified for a full refund, canceled the trip and was walked through the online refund request.
- A week later an email refusing the refund as it is "non refundable".
- Called the AA RTW desk and they view it as still in "pre-refund status" even though at aa.com shows a denied status.
Thanks
(b) Cancellations and Refunds
- After ticket issuance - Cancellation/No Show
Forfeit 10% of ticketed fare for Economy Class fares
Forfeit 5% of ticketed fare for Business/First Class fares - In case of refusal of official documents/entry permit/visa a full refund will apply provided official documentation from the approved authority is produced and attached to the refund request.
- For partially used transportation the refund if any will be the difference between the fare paid and the fare for the transportation used less the fee specified in (1) above.
NOTE: For tickets sold in Venezuela any full or partial refund must be processed through the original issuing location in Venezuela.
See:
Requesting refund for a canceled flight
Dec 29, 2020, 2:59 pm
#932
Join Date: Apr 2009
Location: SEA
Programs: AA LT PLT; HH Diamond; AS 75K
Posts: 2,877
I'm not sure anything has really changed from when you asked this a couple of weeks ago and I don't know if any of us really know the answer. You can cancel and issued but not yet started DONE4 and receive a refund less 5%.
Whether or not you can cancel without the penalty for a 7 hour time change to one of the flights is up to AA and its policies as noted by Mwenenzi in the other thread.
See:
Requesting refund for a canceled flight
Whether or not you can cancel without the penalty for a 7 hour time change to one of the flights is up to AA and its policies as noted by Mwenenzi in the other thread.
See:
Requesting refund for a canceled flight
Dec 29, 2020, 4:58 pm
#933
FlyerTalk Evangelist
Join Date: Oct 1999
Location: Juneau, Alaska.
Programs: AS 75K;BA Silver;AA G;HH Dia;HY Glob
Posts: 15,797
My point is (was) that for a refund based upon a retiming of a flight it will still be subject to AA's policies.
I've refunded several unflown xonex tickets over the years (including thru the AA RTW desk) but always subject to the 5% reduction. If the AA RTW desk told me it was refundable in full (without the 5% fee) then I would take it up with the RTW desk or sit tight if they say everything is fine. If AA eventually comes back and says it isn't refundable at all, then I think you would recontact the AA RTW desk, AA customer service, and file a DOT complaint.
For the dates of your planned trip, will you actually be able to enter those countries? Rule 16(b)(2) would provide a full refund under the xonex rules if you are not able to enter, and you wouldn't have to rely upon AA's policies regarding cancellation/refund for a flight retiming.
I've refunded several unflown xonex tickets over the years (including thru the AA RTW desk) but always subject to the 5% reduction. If the AA RTW desk told me it was refundable in full (without the 5% fee) then I would take it up with the RTW desk or sit tight if they say everything is fine. If AA eventually comes back and says it isn't refundable at all, then I think you would recontact the AA RTW desk, AA customer service, and file a DOT complaint.
For the dates of your planned trip, will you actually be able to enter those countries? Rule 16(b)(2) would provide a full refund under the xonex rules if you are not able to enter, and you wouldn't have to rely upon AA's policies regarding cancellation/refund for a flight retiming.
Jan 4, 2022, 12:40 pm
#934
Join Date: May 2006
Location: SAN
Programs: Lots of faux metal
Posts: 6,416
Here is the relevant section of the fare rules. I was able to get a full refund for my exKRT years ago when my kid ended up in the hospital.
Code:
CANCELLATIONS
CHARGE 5 PERCENT FOR CANCEL/NO-SHOW/REFUND.
WAIVED FOR ILLNESS OR DEATH OF PASSENGER OR
FAMILY MEMBER.
NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.
LOCAL SERVICE FEES MAY APPLY ON REFUND.
-------------------------------------------------
CANCELLATIONS AND REFUNDS
-
AFTER TICKET ISSUE - CANCELLATION/NO SHOW
FORFEIT 5PCT OF TICKETED FARE FOR BUSINESS/FIRST
CLASS FARES.
---
IN CASE OF REFUSAL OF OFFICAL DOCUMENTS/ENTRY
PERMIT/VISA A FULL REFUND WILL APPLY PROVIDED
OFFICIAL DOCUMENTATION FROM THE APPROVED AUTHORITY
IS PRODUCED AND ATTACHED TO THE REFUND REQUEST.
-
FOR PARTIALLY USED TRANSPORTATION THE REFUND IF
ANY WILL BE DIFFERENCE BETWEEN THE FARE PAID AND
THE FARE FOR THE TRANSPORTATION USED LESS THE
FEE AMOUNT SPECIFED ABOVE.
-
FOR TICKETS SOLD IN VENEZUELA ANY FULL OR PARTIAL
REFUND MUST BE PROCESSED THROUGH THE ORIGINAL
ISSUING LOCATION IN VENEZUELA.
Feb 23, 2022, 8:39 pm
#935
Join Date: Mar 2008
Location: used to be PER, now it's nowhere/eveywhere
Programs: QFF NB, AA GLD
Posts: 3,464
AA RTW Desk – changed policy
So I was trying to set up my next DONE4 (yay!). Starts in Asia the first carrier being UL (Sri Lankan)
Phoned AA’s RTW desk, as I’ve done before. Per AA’s previous policy I had an AA “overwater” flight in the itinerary (i.e. intercontinental flight) which is what they required to ticket an itinerary where the first flight is not an AA flight.
Phoned AA’s RTW desk, as I’ve done before. Per AA’s previous policy I had an AA “overwater” flight in the itinerary (i.e. intercontinental flight) which is what they required to ticket an itinerary where the first flight is not an AA flight.
- First agent said they won’t do it, because AA is not the first carrier
- HUCA – and got the same agent!
- HUCA – different agent put me on hold to check with a supervisor; after 45mins on hold I hung up
- HUCA- 3rd agent said AA has changed its policy – now AA must be either the first carrier or the first overwater carrier for them to ticket
Feb 24, 2022, 1:43 am
#937
Join Date: Sep 2004
Location: country Western Australia
Programs: QF SG(LTS) - AA LTG(1MM)
Posts: 2,771
Thoughts?
I will check on the Colombo agent.....
In case I am going to go wandering
Fred
Feb 24, 2022, 12:57 pm
#938
Join Date: Jan 2006
Location: SFOSJCOAK
Programs: AA-EXP & 1MM+, AS, MR-LTT, HH Gold
Posts: 7,576
So I was trying to set up my next DONE4 (yay!). Starts in Asia the first carrier being UL (Sri Lankan)
Phoned AA’s RTW desk, as I’ve done before. Per AA’s previous policy I had an AA “overwater” flight in the itinerary (i.e. intercontinental flight) which is what they required to ticket an itinerary where the first flight is not an AA flight.
Phoned AA’s RTW desk, as I’ve done before. Per AA’s previous policy I had an AA “overwater” flight in the itinerary (i.e. intercontinental flight) which is what they required to ticket an itinerary where the first flight is not an AA flight.
- First agent said they won’t do it, because AA is not the first carrier
- HUCA – and got the same agent!
- HUCA – different agent put me on hold to check with a supervisor; after 45mins on hold I hung up
- HUCA- 3rd agent said AA has changed its policy – now AA must be either the first carrier or the first overwater carrier for them to ticket
Feb 24, 2022, 1:03 pm
#939
Join Date: Jan 2006
Location: SFOSJCOAK
Programs: AA-EXP & 1MM+, AS, MR-LTT, HH Gold
Posts: 7,576
Here is the relevant section of the fare rules. I was able to get a full refund for my exKRT years ago when my kid ended up in the hospital.
Code:
CANCELLATIONS CHARGE 5 PERCENT FOR CANCEL/NO-SHOW/REFUND. WAIVED FOR ILLNESS OR DEATH OF PASSENGER OR FAMILY MEMBER. NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING. LOCAL SERVICE FEES MAY APPLY ON REFUND. ------------------------------------------------- CANCELLATIONS AND REFUNDS - AFTER TICKET ISSUE - CANCELLATION/NO SHOW FORFEIT 5PCT OF TICKETED FARE FOR BUSINESS/FIRST CLASS FARES. --- IN CASE OF REFUSAL OF OFFICAL DOCUMENTS/ENTRY PERMIT/VISA A FULL REFUND WILL APPLY PROVIDED OFFICIAL DOCUMENTATION FROM THE APPROVED AUTHORITY IS PRODUCED AND ATTACHED TO THE REFUND REQUEST. - FOR PARTIALLY USED TRANSPORTATION THE REFUND IF ANY WILL BE DIFFERENCE BETWEEN THE FARE PAID AND THE FARE FOR THE TRANSPORTATION USED LESS THE FEE AMOUNT SPECIFED ABOVE. - FOR TICKETS SOLD IN VENEZUELA ANY FULL OR PARTIAL REFUND MUST BE PROCESSED THROUGH THE ORIGINAL ISSUING LOCATION IN VENEZUELA.
Do you think Paragraph 3, "FOR PARTIALLY USED ....." applies to current COVID restrictions to countries (stop-over and/or transit) like HKG, BOM, KEL, TYO?
I am sitting on a partial ticket that covers those very cities/countries.
Is there an Article # for that Clipping with which I can quote to the AAgent, if & when necessary?
TIA.
Mar 1, 2022, 1:40 pm
#940
Join Date: Jan 2005
Location: Tampere
Programs: BA EC Gold, Hilton Diamond
Posts: 3,233
Anybody have any experience with such a thing and the AA RTW desk? TIA
Mar 1, 2022, 9:29 pm
#941
Join Date: Aug 2004
Programs: AA (EP), Hilton (Diamond), Marriott Bonvoy (Titanium)
Posts: 8,937
On a similar note, once AA have written the ticket according to their own 'requirements', can they refuse to change it? Here's a hypothetical: say the original booking includes ... -NRT-LAX-JFK- ... on AA. If I need / want to pay the $125 and make some changes, could I get ... -NRT-HKG-JFK- ... on CX?
Anybody have any experience with such a thing and the AA RTW desk? TIA
Anybody have any experience with such a thing and the AA RTW desk? TIA
Mar 23, 2022, 10:39 pm
#942
Join Date: Mar 2008
Location: used to be PER, now it's nowhere/eveywhere
Programs: QFF NB, AA GLD
Posts: 3,464
Longish story short - I managed to ticket my itinerary using the booking tool (!) and to pay Sri Lankan Airlines for it. So all's well that ends well I guess. I'm also more comfortable than I had expected to be in dealing with SriLankan customer service - I've had a number of interactions with them getting everything set up, competence has been patchy, but those that were competent were very competent 
So I was trying to set up my next DONE4 (yay!). Starts in Asia the first carrier being UL (Sri Lankan)
Phoned AA’s RTW desk, as I’ve done before. Per AA’s previous policy I had an AA “overwater” flight in the itinerary (i.e. intercontinental flight) which is what they required to ticket an itinerary where the first flight is not an AA flight.
Phoned AA’s RTW desk, as I’ve done before. Per AA’s previous policy I had an AA “overwater” flight in the itinerary (i.e. intercontinental flight) which is what they required to ticket an itinerary where the first flight is not an AA flight.
- First agent said they won’t do it, because AA is not the first carrier
- HUCA – and got the same agent!
- HUCA – different agent put me on hold to check with a supervisor; after 45mins on hold I hung up
- HUCA- 3rd agent said AA has changed its policy – now AA must be either the first carrier or the first overwater carrier for them to ticket
Thanks for the contact details of your Colombo agent. She tried hard to get my itinerary ticketed, but wasn't able to do it.I tried the AA RTW desk a few more times, I was not able to get Kelly but the agents I did speak to were both fully aware of the policy change, the second agent said it had come from Oneworld (so not an AA initiative). I'm going to email one of my contacts inside Oneworld to get a verification of that and maybe what the rationale is for the change.
Mar 24, 2022, 8:52 am
#943
Join Date: Sep 2004
Location: country Western Australia
Programs: QF SG(LTS) - AA LTG(1MM)
Posts: 2,771
Thanks for the contact details of your Colombo agent. She tried hard to get my itinerary ticketed, but wasn't able to do it.
And Pakistan to Sri Lanka is all within Asia.
But UL would still have been the first carrier - ticketed and metal flown
Was there a specific reason a TA could not ticket?
Please help my understanding of the new wandering
Fred
Last edited by wandering_fred; Mar 24, 2022 at 8:57 am
Mar 25, 2022, 11:20 am
#944
Join Date: Sep 2005
Location: TPE / HSZ
Programs: CX GO (=SPH), IHG Diamond Amb, Hertz 5*, Accor, Hilton, National
Posts: 6,436
Suspect "OVER WATER" means the segment across TC, so TC1-TC2, TC2-TC3, or TC3-TC1, or v. v. GDS autoprice would pick the first "OVER WATER" airline as validating carrier, although it can be overriden.
Mar 25, 2022, 4:34 pm
#945
Join Date: Jan 2005
Location: Tampere
Programs: BA EC Gold, Hilton Diamond
Posts: 3,233
If it's not an AA initiative policy change but rather something imposed upon the AA RTW desk by OW, then it raises a couple of questions. (1) Is this something that OW wants to enforce (for whatever reason) only on AA, or (2) is it something that will sooner or later apply to all OW carriers in their writing of xONEx tix? That could be a conscious strategy to either force some OW members to up their game or alternatively to make the xONEx (and perhaps the GlobalX too but I don't know anything about that one) much less attractive to pax.
It will be interesting to see if / when / how this new requirement is incorporated into the Rules.