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AA changes it's story
#146352
10/13/2017 04:43 PM
10/13/2017 04:43 PM
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Joined: Dec 2008
Posts: 2,106 Southport, North Carolina, US
candj
OP
Traveler
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OP
Traveler
Joined: Dec 2008
Posts: 2,106
Southport, North Carolina, US
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I called on October 1st to cancel our flight from November 26th through December 9th. I was told at that time I would get a refund applied back to my credit card. Well it didn't show up so I called today (10/13) and they said they never said they would give a refund. Now they are saying they will give a credit which expires in September. They say I have to call customer relations to get a refund.
Fair winds and following seas! SSN691-May She Ever Prowl The Seas in Defense of Human Freedom! SSN787-Preserving Peace, Prepared for War
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Re: AA changes it's story
[Re: candj]
#146354
10/13/2017 07:43 PM
10/13/2017 07:43 PM
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Joined: Apr 2001
Posts: 14,649 Brookfield, CT.
pat
Traveler
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Traveler
Joined: Apr 2001
Posts: 14,649
Brookfield, CT.
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With all the many policy changes throughout this debacle, the chances are, if you call back in a couple of days and speak to another CSR you’ll get another completely different answer. Or at least that’s what happened to us.
I finally used the email option on their website, provided all the details and had the response I had hoped for the following morning and the funds were credited back within about a week. It’s the first time I’ve ever had a positive result from their email link but I was happy the posters here reminded me of it. <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" /> <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" />
Respectfully,
pat
"Always keep your words soft and sweet, just in case you have to eat them."
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Re: AA changes it's story
[Re: pat]
#146355
10/13/2017 09:54 PM
10/13/2017 09:54 PM
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Joined: Mar 2002
Posts: 1,583 Sacramento, CA, USA
gtaylor
Traveler
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Traveler
Joined: Mar 2002
Posts: 1,583
Sacramento, CA, USA
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When AA recently cancelled a hurricane trip, they offered me a credit towards a future flight with an expiration date. I objected, and said that I wanted it credited back to the original form of payment. They gave me THIS WEBSITE , which worked, and very quckly. gary
Look up and wave!
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Re: AA changes it's story
[Re: gtaylor]
#146356
10/13/2017 11:14 PM
10/13/2017 11:14 PM
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Joined: Apr 2001
Posts: 14,649 Brookfield, CT.
pat
Traveler
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Traveler
Joined: Apr 2001
Posts: 14,649
Brookfield, CT.
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Yes, that’s the one I used and I was amazed at the rapid response and resolution I had hoped for. <img src="http://www.traveltalkonline.com/forums/images/graemlins/Joy.gif" alt="" /> <img src="http://www.traveltalkonline.com/forums/images/graemlins/Joy.gif" alt="" />
Respectfully,
pat
"Always keep your words soft and sweet, just in case you have to eat them."
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Re: AA changes it's story
[Re: candj]
#146359
10/15/2017 10:29 AM
10/15/2017 10:29 AM
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Joined: Dec 2003
Posts: 411 Greer SC
bostonbob
Traveler
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Traveler
Joined: Dec 2003
Posts: 411
Greer SC
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i got the same run around when trying to get my points back. second call I asked to speak to a supervisor. points back in account and taxes refunded instantly.
Lived most of my life in Massachusetts
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Re: AA changes it's story
[Re: SXMScubaman]
#146364
10/15/2017 11:18 PM
10/15/2017 11:18 PM
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Joined: Sep 2000
Posts: 4,704 Newtown, CT
kim
Traveler
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Traveler
Joined: Sep 2000
Posts: 4,704
Newtown, CT
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Not being non stop was not the issue. Issue was getting back to JFK at 1am the next day. The issue is the BS one has to jump through to get a credit back, flights change, I get it especially now. Spent another 45 minutes and got a supervisor, she couldn't understand why I couldn't get the credit on their online refund site, she had to manually do it. We flew AA for years, have over 1mil miles (gold status). When JB changed flights and it didn't work, we called and the canceled and they credited the credit cards, this was ridiculous. So please don't lecture on the poor east coasters that can't get non-stop, pretty freaking rude to tell people to "deal with it". If I don't want to get home at 4 am that's my choice
Last edited by kim; 10/15/2017 11:21 PM.
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Re: AA changes it's story
[Re: IslandBoi]
#146366
10/16/2017 07:22 AM
10/16/2017 07:22 AM
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Joined: Sep 2000
Posts: 4,704 Newtown, CT
kim
Traveler
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Traveler
Joined: Sep 2000
Posts: 4,704
Newtown, CT
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You are correct and I’m sorry I was rambling because it was so late. Whatever happened to just being nice and understanding when obviously someone is coming across very frustrated, but I guess it’s easier to just be rude and nasty. No wonder the world is the way it is today.
Point is, which I’m pretty sure I got across, is AA should have better policies and procedures to issue credits whether it be vouchers or back to your credit card. And by the way, I did receive an email from them apologizing for the issues caused by their website not working correctly and the first agent not giving correct information.
Last edited by kim; 10/16/2017 07:30 AM.
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Re: AA changes it's story
[Re: GaKaye]
#146370
10/17/2017 09:47 AM
10/17/2017 09:47 AM
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Joined: Mar 2001
Posts: 17,547 Ohio
ruralcarrier
Traveler
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Traveler
Joined: Mar 2001
Posts: 17,547
Ohio
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I don't run an airline, so I don't presume to tell them how they should do business. [b]I find it easier to learn how to get the result that I want and take that route, than to complain about it.[/b] Very good thought. Also, in many cases (not just airlines) the phone agents may not even work for the company they represent. They could be a 3rd party contracted employee with very little authority to do anything beyond what the screen they are looking at tells them.
J.D.
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Re: AA changes it's story
[Re: boucharda]
#146372
10/17/2017 10:25 AM
10/17/2017 10:25 AM
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Joined: Mar 2001
Posts: 17,547 Ohio
ruralcarrier
Traveler
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Traveler
Joined: Mar 2001
Posts: 17,547
Ohio
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Could easily have been. Some call centers have been known to be located within prisons.
J.D.
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Re: AA changes it's story
[Re: GaKaye]
#146373
10/19/2017 11:27 AM
10/19/2017 11:27 AM
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Joined: Dec 2008
Posts: 2,106 Southport, North Carolina, US
candj
OP
Traveler
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OP
Traveler
Joined: Dec 2008
Posts: 2,106
Southport, North Carolina, US
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We have tried the on-line forms, we have tried calling, we have tried sending emails to the president, as suggested here, but to date we have received nothing. Not only that, the credit expires one year from the date of purchase, which was in early January 2017. Once we heard that SXM was cancelled, I went ahead and scheduled rotator cuff surgery in November. There is no way I can travel in January with my arm still in a sling, and AA says that is not their concern. <img src="http://www.traveltalkonline.com/forums/images/graemlins/duh.gif" alt="" />
Fair winds and following seas! SSN691-May She Ever Prowl The Seas in Defense of Human Freedom! SSN787-Preserving Peace, Prepared for War
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Re: AA changes it's story
[Re: candj]
#146375
10/19/2017 04:15 PM
10/19/2017 04:15 PM
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Joined: Dec 2008
Posts: 2,106 Southport, North Carolina, US
candj
OP
Traveler
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OP
Traveler
Joined: Dec 2008
Posts: 2,106
Southport, North Carolina, US
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AA sent us an email with e-vouchers attached which expire 10/16/18. They say the tickets have to be purchased by 10/16/18 but the actual flight can occur after that date. This is at least better than before but no refund was offered. <img src="http://www.traveltalkonline.com/forums/images/graemlins/duh.gif" alt="" />
Fair winds and following seas! SSN691-May She Ever Prowl The Seas in Defense of Human Freedom! SSN787-Preserving Peace, Prepared for War
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