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Overcharged By AA? Good Luck Getting A Refund  
User currently offlinePER744 From Australia, joined Mar 2003, 405 posts, RR: 2
Posted (11 years 2 months 4 days 5 hours ago) and read 7059 times:

Last week I bought a ticket through AA's Sydney reservations centre. The amount they charged to my credit card was more than what I'd been told, signed an authorisation for and received a receipt for.

After spending about an hour on the phone today, most of it to the Sales Manager for Australia, they still refused to refund the extra amount, telling me my only option was to dispute the charge with my bank.

I didn't even get an apology, and the Sales Manager was blaming Ansett, the government and the banks, but never agreed that AA should only charge what they're authorised to.

I find it extremely disappointing after being a faithful AA customer. I've always found the staff excellent, it's a shame they're let down by their Australian counterparts.

85 replies: All unread, showing first 25:
 
User currently offlineFlyingbronco05 From United States of America, joined May 2002, 3840 posts, RR: 2
Reply 1, posted (11 years 2 months 4 days 2 hours ago) and read 6966 times:

You do have a good case here.

If your receipt says XX amount yet your credit card was charged YY amount, I say keep fighting it. I do love AA but they stole from you. Go after them.

FB05



Never Trust Your Fuel Gauge
User currently offlineGreg From United Kingdom, joined May 2005, 0 posts, RR: 0
Reply 2, posted (11 years 2 months 4 days 1 hour ago) and read 6930 times:

Wow...I got two refunds from them within 30 days of ticketing (during the last year)

I think in your case, it's being unduly complicated by foreign currency and foreign banks.


User currently offlineTekelberry From United States of America, joined May 2003, 1459 posts, RR: 4
Reply 3, posted (11 years 2 months 3 days 23 hours ago) and read 6872 times:

Try calling the US office, 800-433-7300. If they can't do anything for you, make sure to complain about the Australia office and asked to be put through to Customer Relations.

You may also contact AA via e-mail.

Refunds: https://www.aa.com/apps/utility/contactAA/EmailRefund.jhtml

Customer Relations: https://www.aa.com/apps/utility/contactAA/EmailCustomerRelations.jhtml


Depts. Phone #s:

Refunds: 918-254-3777 (8:00 AM - 4:30 PM Central Time)

Customer Relations: 817-967-2000 (8:00 AM - 5:30 PM Central Time)

I would e-mail Refunds first and if that doesn't work, e-mail Customer Relations. International phone rates are probably pretty expensive so you'd probably want to try e-mail before you phone the US.

[Edited 2003-07-16 19:27:34]

User currently offlineMbmbos From United States of America, joined May 2000, 2597 posts, RR: 1
Reply 4, posted (11 years 2 months 3 days 23 hours ago) and read 6834 times:

Have you already paid for it on your charge card? Most credit card companies (here in the States) will allow you to dispute a charge and will act as a mediator between you and the company.

If you haven't paid your charge card bill, I would suggest that you refuse to pay until the dispute is resolved to your satisfaction. Why pay American Airlines and hope that they will ultimately refund you thirty, sixty, ninety days in the future?


User currently offlineUN_B732 From United States of America, joined Jul 2001, 4289 posts, RR: 4
Reply 5, posted (11 years 2 months 3 days 23 hours ago) and read 6814 times:

Collect Call AA in the U.S.
-UN



What now?
User currently offlineTekelberry From United States of America, joined May 2003, 1459 posts, RR: 4
Reply 6, posted (11 years 2 months 3 days 22 hours ago) and read 6787 times:

Collect Call AA in the U.S.

I don't think you can call collect internationally....besides...their automated phone answering service probably wouldn't know how to respond to the collect call anyways.


User currently offlinePER744 From Australia, joined Mar 2003, 405 posts, RR: 2
Reply 7, posted (11 years 2 months 1 day 14 hours ago) and read 6732 times:

Update:

I called back and spoke to the sales manager yesterday, I offered to let the matter drop so long as I got a refund within 14 days, he was extremely rude and said he'd never commit to anything like that.

I've filed complaints with the ACCC and NSW Office of Fair Trading, and I've disputed the charge with my credit card company.


User currently offlineMilemaster From United States of America, joined Mar 2001, 1064 posts, RR: 2
Reply 8, posted (11 years 2 months 1 day 13 hours ago) and read 6694 times:

Why does AA need a reservations center in a country in which they don't even fly to?

User currently offlinePER744 From Australia, joined Mar 2003, 405 posts, RR: 2
Reply 9, posted (11 years 2 months 1 day 9 hours ago) and read 6649 times:

For Australians wanting to book any other flights through them. For example I bought a ticket from IND to YOW. However, AA code-share on some of Qantas' flights to LAX.

User currently offlineTekelberry From United States of America, joined May 2003, 1459 posts, RR: 4
Reply 10, posted (11 years 2 months 1 day 7 hours ago) and read 6602 times:

Why didn't you just e-mail AA refunds?

User currently offlineKKMolokai From United States of America, joined Feb 2000, 760 posts, RR: 2
Reply 11, posted (11 years 2 months 22 hours ago) and read 6556 times:

I'm confused. I'm a ticket agent with AA, and sell tickets daily. If I understand correctly, a ticket price was agreed upon and paid for. A charge slip was signed for XXX amount, and now on your bank statement, a conflicting price is showing? Have you allowed for International currency exchange? Rates do fluctuate until the charge is actually posted to your account. Could this be where the difference is? If so, that is not a AA issue. Also, what currency was the ticket sold in, and what currency is used on your bank statement?


We are the people of American Airlines. And we know why you fly.
User currently offlinePER744 From Australia, joined Mar 2003, 405 posts, RR: 2
Reply 12, posted (11 years 2 months 13 hours ago) and read 6472 times:

KKMolokai: the price was quoted to me in Australian dollars and the fare calculation on the ticket is in Australian dollars, but it was charged to my credit card in US dollars. Exchange rate fluctuated, so I got overcharged. AA don't accept that if they choose to quote in one currency and bill in another then they have to bear the currency risk.

Up until a couple of years ago AA Australia used to charge in Australian dollars.

Tekelberry: I tried every possible avenue with AA Australia. The service I received was disgusting. I don't believe that I should have to chase my way through various departments at AA to get a refund, especially seeing I did nothing wrong or out of the ordinary.


User currently offlineMatt D From United States of America, joined Nov 1999, 9502 posts, RR: 46
Reply 13, posted (11 years 2 months 13 hours ago) and read 6468 times:

Hey what can I say? The airlines are in a crunch right now and will do everything they can to keep every dollar they can get, ill gotten or not.

User currently offlineBoeingfan From United States of America, joined Aug 2001, 385 posts, RR: 1
Reply 14, posted (11 years 2 months 12 hours ago) and read 6458 times:

Times are hard at AA, I am sure they will put the additional funds into Executive bonuses. Just figure you got someones Jaguar washed for a week. Sorry to hear your dilema, but it does happen even in the US. Something special in the Air

User currently offlineBackfire From Germany, joined Oct 2006, 0 posts, RR: 0
Reply 15, posted (11 years 2 months 7 hours ago) and read 6423 times:

Is is not the case that if a bank transfers an unauthorised amount of money from your account, then it's the bank which has to bear the responsibility for not checking the numbers?

Take it up with the bank - I've a feeling they have a legal obligation to correct this.


User currently offlineTekelberry From United States of America, joined May 2003, 1459 posts, RR: 4
Reply 16, posted (11 years 2 months 6 hours ago) and read 6408 times:

PER744,

So let me get this straight - You would rather trust a tiny little division of AA in Australia than to simply e-mail the Refunds division at AA headquarters? The reps in the US have more authority over things like this than Australia does. You really should have simply e-mailed AA Refunds (it takes 2-5 minutes to write out the email, the same time it took you to write this thread) and see where that took you. If they refused to do anything after the e-mail, then it's time for the bank dispute.

[Edited 2003-07-20 12:34:30]

User currently offlinePER744 From Australia, joined Mar 2003, 405 posts, RR: 2
Reply 17, posted (11 years 2 months 5 hours ago) and read 6390 times:

Backfire: It was a credit card transaction, AA debited an amount in US dollars that was higher than the equivalent quoted amount in Australian dollars. At no point did they say they'd be debiting in US dollars. AA bear full responsibility.

Tekelberry: I do not trust AA Australia at all, but they are technically the responsible legal entity in Australia, and the company I dealt with. AA chose not to rectify the situation so AA will now have to explain their case to the proper authorities (and they have the Australian manager's name as the responsible person)

In the tough times the industry is going through airlines should realise that their customers are their greatest asset.


User currently offlineUnited777fan From United States of America, joined Apr 2003, 13 posts, RR: 0
Reply 18, posted (11 years 2 months ago) and read 6347 times:

If you are still having trouble write a letter to the president of AA. In this letter explain the problem and what you want done to resolve the matter. A letter to the president of the company will have a different effect that to the Customer Service Department.

User currently offlineLeej From United Kingdom, joined Apr 2001, 293 posts, RR: 0
Reply 19, posted (11 years 1 month 4 weeks 1 day 23 hours ago) and read 6323 times:

So you signed a c/c slip in AUS$, and it went through in US$ at a converted rate - which is normal practice - and the exchange rate would have been set by your c/c company. Am I missing something? Did they quote you in AUS$ and run through the transaction as such? How much dd you sign for and how much was taken?





User currently offlineVfw614 From Germany, joined Dec 2001, 4003 posts, RR: 5
Reply 20, posted (11 years 1 month 4 weeks 1 day 22 hours ago) and read 6306 times:

Errr, about how much money are we talkin' here ? If it is just the difference resulting from a conversion from AUS$ to US$ done within a couple of days, even for two 1st class tickets it cannot be that much that i would be willing to go through all this hassle...

User currently offlineTekelberry From United States of America, joined May 2003, 1459 posts, RR: 4
Reply 21, posted (11 years 1 month 4 weeks 1 day 22 hours ago) and read 6292 times:

How much were you overcharged? I hope we're not wasting our time trying to help you when all it was was $5 or something ridiculous.

PER744 - What's the point of going through the hassle of filing complaints and disputing charges when all you had to do was click a button and type a few keys? Tell them what the price was that you were quoted converted into US dollars for the exchange rate at the time quoted. How can the AA office in a country that doesn't even have AA service have more authority over this than the people in the US?


User currently offlineKKMolokai From United States of America, joined Feb 2000, 760 posts, RR: 2
Reply 22, posted (11 years 1 month 4 weeks 1 day 17 hours ago) and read 6254 times:

Fluctuation in exchange rate is not an airline issue! When I travel to Europe, I use my credit card everywhere, which is always charged in the local currency. Upon return home to the US, the charge is debited from my card in USD. The currency exchange rate always fluctuates (daily) until the charge is actually posted to the account. That is not an airline issue.


We are the people of American Airlines. And we know why you fly.
User currently offlinePER744 From Australia, joined Mar 2003, 405 posts, RR: 2
Reply 23, posted (11 years 1 month 4 weeks 1 day 9 hours ago) and read 6210 times:

KKMolokai: I live in Australia, the reservations office is in Australia, I was quoted prices only in Australian dollars, received receipts and authorities in Australian dollars, and have previously been charged by AA in Australian dollars. We're talking about approximately 7.5% of ticket value, and thankfully, filing complaints with authorities doesn't involve very much hassle.

If AA quote in one currency and bill in another, it is their responsibility to ensure the price charged is consistent with the price quoted.


User currently offlineHmmmm... From Canada, joined May 1999, 2104 posts, RR: 5
Reply 24, posted (11 years 1 month 4 weeks 1 day 5 hours ago) and read 6177 times:

I may be confusing the issue here, but there may have been a change in the value of the Australian currency from the time the fair was quoted to the time the fare was charged. They may be in their legal right to do the currency exchange at a time that is different from the time at which you were quoted. By the time that they put the sale through, the Australian dollar decreased in value respective to the US dollar.


An optimist robs himself of the joy of being pleasantly surprised
25 KKMolokai : Thank you Hmmmm ... exactly the point I was trying to make. Why is that so hard for Per744 to understand? When I travel to Europe, and I charge someth
26 PER744 : KKMolokai: If AA had told me it would be US$232.26 I would not have an issue. They told me it was A$344.90. Therefore, they should have charged me A$3
27 Tekelberry : The current conversion rate spits out your USD total of $225.13. Are you seriously arguing about ~$7? I'm not sure you know a lot about the USD but $7
28 LBA : If they had told you the price in US dollars you'd have asked 'what's that in Aus dollars?' - they gave you the price in your home currency - as I'd e
29 AApilot2b : I had a very similar situation a few years a go when I purchased a ticket with expedia.com. They double charged my account (I was literally issued two
30 HlywdCatft : I have a neighbor who works for an aircraft catering company at MCO- the Company that used to be Dobbs. He told me that AA owes the company $18,000,00
31 Ouboy79 : You are fighting over 7 freaking dollars that is most likely caused by a conversion rate change? For heaven sakes, you could e-mail AA and probably ge
32 ZSSNC : I think it is illegal practice if AA issued the ticket in one currency and bills it in another. As a matter of fact, is it allowed in Australia for co
33 Redraider : Would you have paid AA the difference if they had undercharged you instead of overcharged?
34 EA CO AS : The fact of the matter is that AA is not liable here. When you purchased your ticket via the telephone, the point of sale was the U.S. (since the res
35 ZSSNC : EA CO AS, PER744 wrote that he bought the ticket through AA's SYD reservations centre. So the fare has to be charged in AUD. ZSSNC
36 KKMolokai : I give up! Some just don't get it! EA CO AS, you're absolutely correct!
37 KKMolokai : If I sell a ticket to a visitor in the U.S., the credit card charge will ALWAYS be in USD funds. Upon return home to his/her own country, when that in
38 EA CO AS : EA CO AS, PER744 wrote that he bought the ticket through AA's SYD reservations centre. So the fare has to be charged in AUD. ZSSNC, To my knowledge, A
39 Post contains links Tekelberry : EA CO AS, You're wrong. http://www.aa.com/content/aboutAA/whereWeFly/internationalTickets/australia.jhtml But I do agree with you that this is ridicul
40 EA CO AS : EA CO AS, You're wrong. Actually, no I'm not. The General Sales Agent (GSA) in SYD is the equivalent to a local City Ticket Office. They provide ticke
41 Cmckeithen : Did you take into consideration that the fare could have been charged in Australian currency. That would differ slightly in the amount charged for the
42 EA CO AS : Did you take into consideration that the fare could have been charged in Australian currency. The only problem is that when the ticket is SITI (sold i
43 PER744 : AA have an office in Sydney. I'd be quite surprised if I've been lucky enough to be patched through to 5 different employees in America, who all had A
44 KKMolokai : PER744, I think you finally answered your own question. You were quoted a fare in the Australian Dollar (as you should have been), however, as you sta
45 PER744 : KKMolokai: I disagree, as do the laws in Australia. The contract was legally formed in NSW, Australia. Hence, the contract must be carried out accordi
46 EA CO AS : I hope AA simply refunds your entire ticket and tells you to take your business elsewhere.
47 Post contains images Ouboy79 : This reminds me of a lady I had to deal with at AOL. She was charged an extra 48 cents because her kid went into a premium gaming area. She wanted it
48 ETA Unknown : Rick Walker, the AA General Manager in Australia, is probably just sick and tired of dealing with you.
49 N202PA : I don't see the problem that everyone seems to have with PER744's complaint. An Australian calls the Australian representatives of American and gets a
50 Ouboy79 : Last I checked he bought a ticket from American Airlines, not Australian Airlines. I've done business with many people overseas and they always expect
51 Post contains images Jjbiv : If USD12 is a "significant amount" you need to value your time more highly. If you want to pay in AUD then give AA a draft drawn on an Australian bank
52 Tekelberry : The amount is about US$12. It's not a huge amount, but it is significant enough. Any credible credit card company would laugh at you for $12 from such
53 PER744 : The fare WAS ticketed at Sydney. And sold from Sydney, and quoted from Sydney, and fully dealt with in Sydney. American Airlines is classed as a forei
54 KKMolokai : "I hope AA simply refunds your entire ticket and tells you to take your business elsewhere." EA CO AS, perfectly said!
55 Contrails : Send a letter to AA's corporate headquarters at DFW airport. Address it to the CEO (I've forgotten his name already-what does that say?). Don't rant,
56 Jjbiv : Have you asked your credit card company to explain this situation to you? Perhaps they can know something the rest of us aren't privy to? joe
57 KKMolokai : There are always a few looking to get something for nothing.
58 PER744 : KKMolokai: I'm not after 'something for nothing', I'm after a plane ticket for the price I was meant to be charged. Why is that such a problem for you
59 Redraider : If AA had undercharged you for your ticket, would you reimburse them the difference?
60 KKMolokai : PER744, as I've mentioned before, I'm a ticket agent, and I deal with International ticketing on a daily basis. The only problem I have is with the cl
61 PER744 : KKMolokai: And I also deal with international ticketing quite regularly, as a customer (one of those people whose continued business keeps you employe
62 Bd1959 : PER744: I think I understand where you are coming from here. If AA were to over-charge everyone who booked through their Australian Sales Centre by US
63 KKMolokai : PER744, thanks for the offer to transfer to your part of the world, but no thank you. And your "extensive travel" patterns hardly qualify you as knowl
64 KKMolokai : Bd1959, If I purchased a ticket to London, from BA in New York for say $399 USD, and I signed a charge slip for that amount, indeed I would expect my
65 PER744 : KKMolokai: My credit card company has sent me a form to dispute the charge, and have confirmed that if the price was quoted and agreed on in Australia
66 KKMolokai : PER744, Do you have an AA ticket number (001 ...) or an AA PNR (locator)? And what I meant about not speculating, is because the information you've pr
67 Tekelberry : PER744- This is unbelievable. You are willing to get help from an AA Refunds agent via this forum but you refused to e-mail them directly. I'm beginni
68 PER744 : I refused to email them directly......after spending an hour and a half on the phone to AA. You'll note that I haven't yet got any help from KKMolokai
69 L-188 : You'll note that I haven't yet got any help from KKMolokai PER744. I wouldn't go around dissing KKMolokai, especially if he is willing to go and look
70 Aroundtheworld : I totally agree with PER744 on this entire issue. I work *very* extensively in airline ticketing and know very well that if we issue a ticket in a co
71 Sharpnfuzzy : ....And your "extensive travel" patterns hardly qualify you as knowledgeable in international ticketing, and/or international tariff, or currency conv
72 Bmistaff : The currency charged for a ticket does not depend on where it is ticketed but depends in which country the money is debited. For example, if you bough
73 KKMolokai : Aroundtheworld: Point taken. However, if indeed you work as extensively in *international* ticketing as you claim, you'd know that any modification ma
74 Aroundtheworld : KKMolokai: That wasn't really my point. I know very well that everything is time and date stamped - however much like you question me being experience
75 KKMolokai : Aroundtheworld: Point taken. The thought didn't even enter my mind until you mentioned it. I guess it could happen, however, that would only make the
76 Aroundtheworld : The more I look at this the more I think the card charged a conversion fee on the transaction of 7.5% resulting in what appears to be an overcharge.
77 Nickofatlanta : Regardless of the amount, this is AA's screw-up. If I sign a credit card slip - an authorisation by me for x amount of Aussie dollars to be charged to
78 Jjbiv : Perhaps the currency conversion fee imposed by most credit card companies is precisely what is being blamed on American here. We have yet to hear a fu
79 Flyboy36y : Perth744, Can I ask you an honest question... how old are you? Most people find such a drawn out dispute to not be worth their time for only $12. My g
80 PER744 : Flyboy36y: I'm 20, but I fail to see how age is relevant. On my hourly rate too it would be far more than the disputed amount. I don't see why I shoul
81 KKMolokai : Good luck in your pursuit.
82 Tekelberry : after spending an hour and a half on the phone to AA. On the phone with the people in Australia! They have no authority over anything except selling t
83 PER744 : Tekelberry: They have an accounts department, the manager of which could not even understand why someone would be concerned about being charged a diff
84 PER744 : To all those who suggested I email AA, I used their online contact form about a week and a half ago and requested a reply, still haven't heard anythin
85 Gigneil : But of course, KKMolokai offered to help you and you didn't take him up on it, so really, you must not be that interested. N
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