Here is what I received from AA this morning. It is a flat out lie. Why would a person spend over a thousand dollars to take a flight when he had one for free available a few hours later? They never looked at the record, which other AA and BA people had. Perhaps they did not keep my record, as I was told they would. I have real time emails sent to my UK associate as I was being rebooked. Is court my only option? I am off now to Russia. Will check in when I get back. Thanks for any further thoughts.
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Dear Mr. Goodenow:
I'm sorry that your travel with our oneworld partner, British Airways didn't go more
smoothly. I've shared your comments with the appropriate management personnel here at
American so they may discuss this matter in further detail with our colleagues at
British Airways. There is clearly room for improvement.
We are sorry that your travel plans were disrupted by the flight cancellations
following the eruption of the Eyjafjallajökull volcano in Iceland. There is no
question that this unprecedented event was difficult for everybody involved.
I apologize for the confusion regarding your rebooked flights. After the cancellation
of flight 108 on May 8, we show that you were rebooked for flights through Chicago on
May 9. There is no indication that our reservations personnel rebooked you on British
Airways flight 214. When you checked in at the British Airways counter, they should
not have allowed you to check in for the flight knowing there was not a ticket number
issued for the flight. At that time, you should have been directed back to the
American Airlines ticket counter. I apologize for their error.
In evaluating your request for a refund, we carefully reviewed our policies and
procedures as they relate to this matter. While I am sorry for the situation, we must
respectfully decline. We can not refund money we did not collect. I am sorry.
However, given your purchased ticket, we have refunded the 20,000 mile award redeemed
on your original ticket. You should see an adjustment shortly.
Your business means a great deal to us and we want to ensure that your travel is
always pleasant and without difficulty, whether you are traveling on American or one
of our partners. Please don't be discouraged from continuing to travel with us often.
In turn, we will do our best to meet your expectations.
Sincerely,
Vince Marchello
Customer Relations
American Airlines
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