Really sad American Airlines story (long) Happy Ending!

[rigsby25]

And one more thing - these flights are just before the Memorial holiday, so yes they are filling up. I feel much better after reading all your posts. I was so gloomy since Wednesday. She also said we should get the vouchers in 4 to 6 weeks. Maybe some day we'll try the Rockford airport.

 

[NancyIL]

I'm glad you noticed the error now rather than just before traveling in May. Imagine the mess you would have had then! I hope all goes well with your flights on United, and have a great family reunion in Florida!

 

[rigsby25]

Thank you. Yes I thought of that! Everybody - wherever you are, whatever you are doing, go now and double check your internet reservations. American did say that if I had called back within 24 hours they would've been able to help me. But they said I "waited" too long. I told her I didnt' "wait" and that I just noticed and called immedately. I understand their business reasoning. If I wrote to them, it would not be to "get anything". As far as I'm concerned, the matter is settled. What I would write for, is the fact that I've flown with them before and if they have records, they could see where I live and that I have taken an early flight out before. They could clearly see I was a repeat customer who made an honest mistake and that I wasn't someone trying to beat the system. My ticket was paid for in August. Why would I want to switch directions now for any other reason? The reason I would write now, is to express to someone the overall sadness I felt that they were not willing to work with me as a customer. They seemed adamant on "sticking it to me" for making a mistake. I am grateful that they called back. But if they could've done something, I wish they would've tried right away instead of after the call ended. I would just want to provide feedback as to why they are losing a customer at this point. Air line trave is so convenient as opposed to driving, and I hate seeing the airlines crumble.

 

[Horace Horsecollar]

They seemed adamant on "sticking it to me" for making a mistake. I am grateful that they called back. But if they could've done something, I wish they would've tried right away instead of after the call ended. I would just want to provide feedback as to why they are losing a customer at this point.

rigsby25,

I genuinely wanted to help you make the best of a bad situation, and that's why I've posted several times to thread.

I see that you're still angry with American, even though the situation was due to a mistake that you made, not due to a mistake made by someone at American. I'm not trying to beat you up. If you want to withhold your business from American from now on, that's your prerogative. But please allow me to make a few more comments...

American — and just about every other airline in the United States — has fare rules associated with restricted, nonrefundable fares. The airlines charge a change fee when such tickets are changed. It doesn't matter why the ticket is being changed. The airlines even allow you to deal with errors for 24 hours with no change fee — but not many months later.

Please understand that if, under the same circumstances, you had called United, Delta, Northwest, Continental, or almost any other airline to change restricted, nonrefundable tickets, you would have run into exactly the same position. And there's no guarantee that any of the other airlines would have allowed you to extend a voucher — and even called you back to make such an offer.

I think you've provided a valuable lesson to people who read this thread — check and double check online bookings immediately.

 

[CarolA]

Thank you. Yes I thought of that! Everybody - wherever you are, whatever you are doing, go now and double check your internet reservations. American did say that if I had called back within 24 hours they would've been able to help me. But they said I "waited" too long. I told her I didnt' "wait" and that I just noticed and called immedately. I understand their business reasoning. If I wrote to them, it would not be to "get anything". As far as I'm concerned, the matter is settled. What I would write for, is the fact that I've flown with them before and if they have records, they could see where I live and that I have taken an early flight out before. They could clearly see I was a repeat customer who made an honest mistake and that I wasn't someone trying to beat the system. My ticket was paid for in August. Why would I want to switch directions now for any other reason? The reason I would write now, is to express to someone the overall sadness I felt that they were not willing to work with me as a customer. They seemed adamant on "sticking it to me" for making a mistake. I am grateful that they called back. But if they could've done something, I wish they would've tried right away instead of after the call ended. I would just want to provide feedback as to why they are losing a customer at this point. Air line trave is so convenient as opposed to driving, and I hate seeing the airlines crumble.

I realize you are upset, but you want to blame AA for an error that you made. As for being a "repeat" customer..... The majors idea of a repeat customer is someone like me on DL. I flew (bottom in a seat) over 100,000 miles last year. For that DL would NOT have done any more for me then AA is doing for you.

AA was willing to work with you. You bought a ticket that was "non-refundable" and not changeable. In theory AA could have told you sorry, your loss. The truth is that they have bent over backwards for you. They are giving you a voucher and have extended the time to use it.

I don't buy the line "What I would write for, is the fact that I've flown with them before and if they have records, they could see where I live and that I have taken an early flight out before. They could clearly see I was a repeat customer who made an honest mistake and that I wasn't someone trying to beat the system" Yes, it's an honest mistake, but you are trying to "beat the system" The system says any changes cost $100 plus increases in fares. That's what AA offered you. You want something more. If you had just been trying to change the dates for example on your original ticket AA would have made the same deal with you....

To be honest, threatening them by "losing a customer" probably isn't going to do much. AA was losing money on you at $200 a flight and it sounds like you fly them once a year. In thier mind that's not a huge loss. Losing a business traveler who buys full fare tickets weekly is a huge loss.

 

[rigsby25]

Again, thanks for all your replies and your help. What I now have from United is a $300.00 ticket x 3 = $900.00 grand total. What I would've gotten from American was a $400.00 ticket x 3 = 1200.00, plus 3 x $100.00 to change them - another 300.00 which is a$1,500.00 grand total. Believe me, if you would have been on the phone with us, you would understand. Angry is not the word. Wounded is more like it. The woman on the phone was totally "not only that but you'll have to pay this". The conversation ended like this: Her: What's it going to be then? The $1500.00 flights or vouchers that you have to be used by each passenger involved by this August? Me: I can't choose any one at this time. I will call back". To me it was like "how do you want to be murdered, gun or knife and hurry it up with your answer because I don't have time to deal with you. And I HAD asked for a supervisor, and this is the person I was talking to. I was going to talk to my husband and see if maybe we could cook up another short quickie vacation by August. I was tired. I was emotional. I was actually crying by this point. Then she called and said something about that she was able to see something in the computer that our flights had been changed (I didn't understand that) and because of that loophole (the word she used) they were able to extend the voucher and we could either go to the airport and pick the vouchers up, or we would get them in the mail in 4 to 6 weeks. So I told her she should not go through any extra trouble, that the extension was enough and that it would help, and just put them in the mail. Then I sat down with my husband and made the reservations on United, with my son and my husband double checking all the way through. Again, I'm not blaming American. But as I told the lady I was talking to on the original call, I work for a credit card company, and we waive fees and reverse finance charges all the time. Yes, even when a customer calls and said he "accidentally" made an error. Especially then because everyone is human. We can see on our screens if they have ever asked for a help before or not. I know its not exactly the same, but we do it to keep customers in a competitive industry. I appreciate all on this board who tried to help me especially the ones who took the time out of their day to look at flight prices for me. I will definitely use the vouchers for our vacation in October. At this point, I don't feel that we are out anything, so I couldn't be asking them for anything. From what I am reading though, most airline customers just take the change fee in stride anyway, so maybe it isn't worth the time to write, then. I promise all - I will definitely be carefull when making reservations (I just went back and checked our United reservations) and careful about having my husband check them within the 24 hours.

 

[NancyIL]

Again, thanks for all your replies and your help. What I now have from United is a $300.00 ticket x 3 = $900.00 grand total. What I would've gotten from American was a $400.00 ticket x 3 = 1200.00, plus 3 x $100.00 to change them - another 300.00 which is a$1,500.00 grand total.

So far your "grand total" is a wash. You paid $600 to American in August for your original tickets, plus $900 to United for the new ones = $1500. Unless and until you use the $300 in AA vouchers for your October trip - you haven't saved anything by switching to United. However, you probably feel better giving your business to a different airline.

If this happened to me, I'd be sick about the error, and even sicker once I realized how much more it would cost me to fix it! But as others have said, just about any airline (with the exception of Southwest) would've charged you the going rate for newly issued tickets plus a change fee. It would've been great if the customer service agent had been able to wave the change fees or change the routing without changing the ticket price, but they are bound by the policies of the airline.

Thank you for telling us about your situation. Even though you didn't get the satisfaction you wanted from American, by posting here you may have saved others from making the same mistake.

 

[Nebsky]

rigsby25, I just sent you a PM

 

[rigsby25]

So far your "grand total" is a wash. You paid $600 to American in August for your original tickets, plus $900 to United for the new ones = $1500. Unless and until you use the $300 in AA vouchers for your October trip - you haven't saved anything by switching to United. However, you probably feel better giving your business to a different airline.

I must have misunderstood then. I thought the vouchers would come in the amount of 600.00 for the 3 tickets at 200.00 each. That means they will deduct the penalty after all? I am definitely going to use the American vouchers because I am not one to cut off my nose to spite my face. And even 300.00 is still 300.00. But in the future, unless they have a substantially lower fare, or better flight, I will try to avoid them.

 

[NancyIL]

I must have misunderstood then. I thought the vouchers would come in the amount of 600.00 for the 3 tickets at 200.00 each. That means they will deduct the penalty after all? I am definitely going to use the American vouchers because I am not one to cut off my nose to spite my face. And even 300.00 is still 300.00. But in the future, unless they have a substantially lower fare, or better flight, I will try to avoid them.

The vouchers are for the original amount that you paid, minus the $100 per ticket change fee. If they gave you $600, they would be refunding your tickets - and they aren't going to do that. (But please let us know if I am wrong!) That would've been a very slight possibility ONLY if you had rebooked with American. But you are right...$300 is $300 - so do try to use it for something on American.

 

[lost*in*cyberspace]

There is no reason the airline should lose money because of your mistake, although the whole thing is unfortunate.

That said, I have had terrible experiences on AA the past 2 years and avoid flying them when possible.

 

[Hannathy]

Many times flights are different prices depending on your direction of travel on certain days ie it is cheaper to fly from Fl to Chicago on Sat when everyone is trying to get there than from Chic. TO Fl. This could also be the reason in different prices. You say but I wasn't trying to do that to save money but how does AA know that? there are a lot of people out there trying to work the system. Like others are saying when you book you agree to the rules and you made the mistake. It happens,it is too bad, but no one but you should have to pay for it.

I wouldn't immediately count out Midway it can't be more than an hour at most from O'hare if coming from North or West and less from the South. They often have great fares.

 

[grimley1968]

Reading this, I'm even more glad I chose SWA. No fees, etc. to change flights or cancel and rebook.

OP: I'm sorry you're going through this. A lot of others have called it an expensive lesson. It may be that and you can't really fault the airline for sticking to its policy, but it also stinks, and I feel badly for you in that regard. Maybe you could try SWA in the future? Maybe a few DING! fare prices for a couple of years of flying could offset the money you're losing this trip.

As others have posted, this should be a good reminder to all to check your online ressies for the correct information. Even with SWA for my flight, this thread caused me to double-check my online ressies.

 

[eeyore45]

Good luck. I fly about 100,000 miles a year on business and I have had more trouble with American Airlines and their policies then all other airlines combined. I give the majority of my business to Delta now. I have a credit for $400 on American that I need to use by May but I dread going thru the hassle of booking the ticket then flying them.

For cheap flights check www.sidestep.com and also www.southwest.com.

I dont fly nearly this much, but I also have had the worst luck when I do book AA -
(not only with mistakes I may have made, but they change the times willy nellee)

I love Ted out of ORD!!

 

[rigsby25]

The good news is that my son's friends parents have agreed to the trip. So he will have someone there his own age. I booked the friend on United with us, as well as my daughter and a friend of hers. Now I plan to put this all behind me. Thanks for all your replies. Each and every one of you has made me feel better about the situation.

 

[rigsby25]

I received my vouchers from American Airlines today. All three are in the full amount of the original air fare. After so many people sided with American, I tried to put myself in American's place. I guess a mistake is just as bad for them as a change of heart (if you fall off a cliff you are just as dead as if you jumped), and I am so grateful that they issued the vouchers. If they would have been able to do it during the call, I would never have become so sad and disenchanted. If anyone read my posts originally and decided not to fly American because of it, please know they they did bend over backwards to help me. And please - EVERYBODY - just double check those confirmations!

 

[NancyIL]

I received my vouchers from American Airlines today. All three are in the full amount of the original air fare. After so many people sided with American, I tried to put myself in American's place. I guess a mistake is just as bad for them as a change of heart (if you fall off a cliff you are just as dead as if you jumped), and I am so grateful that they issued the vouchers. If they would have been able to do it during the call, I would never have become so sad and disenchanted. If anyone read my posts originally and decided not to fly American because of it, please know they they did bend over backwards to help me. And please - EVERYBODY - just double check those confirmations!

That is GREAT news! I'm surprised American didn't nick you for the change fee (I was wrong about that), but I'm happy they made things right for you.