morecy
Posts: 205
Joined: Fri May 19, 2000 4:07 am

Thanks For Nothing AA

Wed Mar 13, 2002 12:11 am

In August of 2001 I bought my Mom a ticket on AA to come and visit me down in Dallas from NY. After 9/11 and the AA Airbus crash, my Mom decided she was just too frightened to fly so I wrote to AA explaining my dilema in the hopes that I would maybe get a refund or atleast have the credit transferred to my name since I travel alot on AA.

Last week I got my response; credit remains in my Mom's name and that's it.

Just wanted to say thank you very much AA for your lack of understanding. The events of 9/11 made you quick to request our tax dollars to bail your ass out, but it seems you couldn't apply that same consideration to passengers who are just too afraid to fly now.

You better believe I'm not flying American anymore... thanks again for your true lack of consideration.



 
Leej
Posts: 291
Joined: Fri Apr 20, 2001 10:39 pm

RE: Thanks For Nothing AA

Wed Mar 13, 2002 12:19 am

Just a thought, if your mum (or mom) now has the credit - you fly with AA a lot - get her to book your next flight!
 
prosa
Posts: 5389
Joined: Sat Oct 27, 2001 3:24 am

RE: Thanks For Nothing AA

Wed Mar 13, 2002 12:25 am

You may have some possibility of getting the charges reversed if you paid by credit card. Call the card issuer and see what they say. No guarantees, of course, but it might help.
By the way, I agree that AA is being unfair.
"Let me think about it" = the coward's way of saying "no"
 
morecy
Posts: 205
Joined: Fri May 19, 2000 4:07 am

RE: Leej

Wed Mar 13, 2002 12:37 am

I asked AA about that and the credit can only be used for the ticket holder (ie. my Mom). Oh, and as a side note, my response was a form letter... under "ticket #" is says "unkown" even though my original letter referenced the ticket #.
 
Delta737
Posts: 469
Joined: Sat Jun 05, 1999 11:23 am

RE: Thanks For Nothing AA

Wed Mar 13, 2002 1:07 am

Weeeeeeeeeeell, I don't want to sound "smug" and I'm the last guy to defend the airlines method of pricing ticketing, but if you purchased a "non-refundable" ticket, it's pretty much just that -- non-refundable.

Buying a "refundable" ticket, at times, is a nice insurance policy if you're not 100% sure if you're going to need the flight or not.

Best of luck, however!

Doug Taylor
jetcareers.com
 
goingboeing
Posts: 4727
Joined: Sat Dec 04, 1999 1:58 am

RE: Thanks For Nothing AA

Wed Mar 13, 2002 1:13 am

Another side of the coin - my mom had an advance purchase ticket from DFW to COS and she didn't go because my brother injured his back and couldn't take her around. She changed the flight for a month later, AA applied the full amount of the ticket towards the new itenerary, and waived the change fee. Total cost to her for the trip was $25 (the difference in the fare).
 
ripcordd
Posts: 1032
Joined: Sat Apr 01, 2000 1:12 pm

RE: Thanks For Nothing AA

Wed Mar 13, 2002 1:28 am

the bottom line she has a voucher which she can use to put towards your next ticket....they will not change the name on a credit because the have been burnt by this in the past by customers..
 
prosa
Posts: 5389
Joined: Sat Oct 27, 2001 3:24 am

RE: Thanks For Nothing AA

Wed Mar 13, 2002 1:31 am

Weeeeeeeeeeell, I don't want to sound "smug" and I'm the last guy to defend the airlines method of pricing ticketing, but if you purchased a "non-refundable" ticket, it's pretty much just that -- non-refundable.
Buying a "refundable" ticket, at times, is a nice insurance policy if you're not 100% sure if you're going to need the flight or not.


All this is entirely true under normal circumstances. What the original post described, however, was anything but normal circumstances. AA should have been more understanding with respect to people afraid to fly after September 11th, especially those (as the ticket holder in question appears to be) from the New York area. If some years from now the ticket holder decides that she's ready to fly again, she very well might hold a grudge against AA and not consider them. And even if she decides never to fly again, and therefore will not count as a lost customer, AA still should have refunded the ticket just because it's the decent and fair thing to do.
"Let me think about it" = the coward's way of saying "no"
 
goingboeing
Posts: 4727
Joined: Sat Dec 04, 1999 1:58 am

RE: Thanks For Nothing AA

Wed Mar 13, 2002 1:36 am

This being 6 months after 9/11, when exactly were the original travel dates? From everything I heard, most airlines were refunding without question in the first couple of weeks after 9/11. When did you decide to try to cancel the trip?
 
morecy
Posts: 205
Joined: Fri May 19, 2000 4:07 am

RE: Prosa

Wed Mar 13, 2002 1:49 am

Finally, someone who understood my post. Again, I would have settled for being able to use the credit for my future travel (ie. AA loses no money), but they wouldn't even do that. And, as you pointed out... the fact that my Mom is from the NY area just makes them even more incensitive.

What I should do is threaten to go to the local news to show just how great a Corporate Citizen AA really is.
 
morecy
Posts: 205
Joined: Fri May 19, 2000 4:07 am

RE: Goingboeing

Wed Mar 13, 2002 2:01 am

Travel dates were for Christmas and I contacted AA within a month after 9/11 to check on their policy. I was hoping my Mom would change her mind but by mid-December it was clear that wasn't going to happen so I wrote the letter.

By the way, the letter states that AA was refunding only tickets for dates of travel between 9/11 and 9/18 (that period of time when all flights were grounded anyway)... so it's clear that their policy completely ignored the fact that some passengers would just be too scared to fly at any time in the future.
 
User avatar
EA CO AS
Posts: 13397
Joined: Wed Nov 14, 2001 8:54 am

RE: Thanks For Nothing AA

Wed Mar 13, 2002 2:26 am

The problem, Morecy, is that all airline tickets are non-transferable contracts between the customer and the airline. While you may have purchased the ticket, you have absolutely no rights over its use. It's the sole property of the person named on the ticket, and AA is under no obligation to do anything other than letting your mom use the ticket for her own travels within the ticket's validity.

Now, AA may make exceptions on a case-by-case basis for those customers who were traveling on or around the time of 9/11, but many people are milking it and trying to take advantage of the tragedy to get their way with the airlines. While that's not the case in your situation, the airline has to be as consistent as possible with ALL their customers when it comes to their rules and guidelines for ticket usage. That's why you were refused when you asked to use her ticket.

You have every right to feel the way you do, however, I don't think AA has done anything wrong here.
"In this present crisis, government is not the solution to our problem - government IS the problem." - Ronald Reagan

Comments made here are my own and are not intended to represent the official position of Alaska Air Group
 
777D
Posts: 285
Joined: Fri Jun 15, 2001 7:27 pm

RE: Thanks For Nothing AA

Wed Mar 13, 2002 2:27 am

Morecy,

I agree with you 100%. AMR is not showing any sort of sensitivity towards the flying public. I we are safer today than 6 months ago but none the less the flying public is slowly making it's way back to the skies.

There are other airlines that will welcome your business and perhaps you will change your choice of carrier. I know I would boycott AMR if I was in this situation.
 
Guest

RE: Thanks For Nothing AA

Wed Mar 13, 2002 2:39 am

just a thought... if your local news station has a "consumer watchdog" type of service.. take it to them and if they feel it's worthy of being reconsidered then your situation could change. IMHO, nonrefundable tickets should be illegal but that's just how I feel... yes, under normal circumstances you accepted it when you purchased it but these are not normal days since 09/11... I hope you get 100pct of your money back!!! good luck to you.
 
iluvwestjet
Posts: 116
Joined: Wed Nov 21, 2001 5:18 am

RE: Thanks For Nothing AA

Wed Mar 13, 2002 3:15 am

What kind of credit is this? Is it in the form of a voucher? Credit in a computer on AA? Could you be more specific?

I would suspect that your mom would be able to purchase a ticket under your name with her credit if she purchased the ticket. It'd probably be similar to frequent flyer awards or denied boarding vouchers where it is in a person's name, but you can use them to ticket it under anybody's name.
 
HPA318
Posts: 116
Joined: Tue Dec 07, 1999 2:31 pm

RE: Thanks For Nothing AA

Wed Mar 13, 2002 3:26 am

As I refunded many many tickets during that period i can tell you that if you would have gone to any airport or city ticket office they would have taken care of it right away....the policy was that tickets would be refunded back for travel from 9/11-9/18 is true but it was extended until November, but it would be then refunded into a transportaiton voucher under the name of the ticket holder but that in turn can be issued into a ticket for anyone. Also a ticket can also be changed into someone elses name if both parties show up and pay a service fee....last name must be the same though.....so im not sure what the problem is you probably have such a voucher that you can also use.
just bypass headquarters and go to the airport or city office....you must understand headquarters gets millions of such requests they dont have time to feel sorry for each and every person so these form letters are sent out, thats just how business is....but if you go down to the airport or cto and talk to someone one on one believe you me they will help you. Theyre are many things we can do legally to help out nice people..next time do just that.....
 
morecy
Posts: 205
Joined: Fri May 19, 2000 4:07 am

RE: Hpa318

Wed Mar 13, 2002 3:59 am

Thanks for the heads-up... wish I'd gotten you on the phone.
 
User avatar
Jacobcal
Posts: 155
Joined: Thu Oct 28, 1999 2:47 pm

Fly Continental

Wed Mar 13, 2002 5:00 am

we are SOOOO much better than AA!!

Jacob  Smile
 
blink182
Posts: 5271
Joined: Mon Oct 18, 1999 3:09 am

RE: Thanks For Nothing AA

Wed Mar 13, 2002 7:31 am

If it was non-refundable... well, ya go.

Jacobcal... don't even get me started on how much better AA is than crappy Continental  Smile

blink
Give me a break, I created this username when I was a kid...
 
9V-SVA
Posts: 1747
Joined: Wed Aug 29, 2001 3:54 pm

RE: Thanks For Nothing AA

Wed Mar 13, 2002 8:53 am

Since you purchased a non-refundable ticket, you have NO RIGHT to ask the airline for a refund. This is only done on a case-by-case basis, such as sudden illness of the passenger which effectively means he cannot leave.

Furthermore, your mom was physically fit to fly.

9V-SVA
9V-SVA | B772ER
 
Adam84
Posts: 1368
Joined: Sat Jul 24, 1999 6:10 pm

RE: Thanks For Nothing AA

Wed Mar 13, 2002 10:38 am

I totally agree that AA is in the right. On the ticket there should be printed in bold letters "Non-Refundable, Non-Transferable". Even if you booked on another airline you would probably get a similar response.

Airlines have strict guidelines they must follow. Did you not understand the type of ticket you were purchasing? Do you just hand out your credit card number without understanding what you are buying?

Im not trying to be rude but I am just pointing out the facts.

May I ask how much was the fare you paid?
 
planeguy
Posts: 313
Joined: Tue Aug 07, 2001 4:42 am

RE: Thanks For Nothing AA

Wed Mar 13, 2002 11:08 am

Well, here's a thought. Why not try contacting the Ombudsman at Conde Nast Traveler? Many travelers with grievances have had successful recourse through this channel.
 
blink182
Posts: 5271
Joined: Mon Oct 18, 1999 3:09 am

RE: Thanks For Nothing AA

Wed Mar 13, 2002 11:51 am

I meant:

If it was non refundable... well, there ya go.
sorry for the mistake.

blink
Give me a break, I created this username when I was a kid...
 
akelley728
Posts: 1964
Joined: Tue Dec 07, 1999 12:35 pm

RE: Thanks For Nothing AA

Wed Mar 13, 2002 12:25 pm

Morecy:

Are you by any chance an AAdvantage elite member? If so I would call your elite # and explain the situation to the elite rep. They might be able to do something for you.

Even if you aren't elite, I would either call AA's customer service department yourself or visit an AA ATO or CTO and plead your case in person. It doesn't hurt to try! Good luck...

 
ripcordd
Posts: 1032
Joined: Sat Apr 01, 2000 1:12 pm

Morecy

Wed Mar 13, 2002 2:06 pm

whats the point your mom can use her credit for a ticket in your name and since you fly aa a lot iam sure you will be buying a ticket soon just have your mom apply the credit towards your resveration.

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