Here is AA's decision regarding my complaint:
"After reviewing the the documents, I concur that your parents' visas were still valid
to return to Canada. With that in mind, I've refunded the ticket change charges your
parents incurred. I have also refunded the ticket you purchased to travel from Tulsa
to Chicago, as well as the ticket service charge, as a one-time exception. Although
we can agree that some goodwill resolution is warranted, you must also keep in mind
that the personal decisions you and your brother made to assist your parents were
voluntary. Our obligation was simply to provide transportation for the ticketed
individuals. As such, we must decline to reimburse any lost wages or other expenses
that were not directly associated with the purchase of air travel. Your brother was
not a ticketed American Airlines passengers and therefore, there is no monetary
consideration applicable.
We realize that you may remain disappointed but we believe that our
resolution is fair and reasonable. We hope that we'll have another opportunity to be
of service to your family, under more optimal circumstances.
I hope you don't mind that I've sent my response via email. Please continue to send
us your comments through any communication channel that is most convenient for you.
However, we'll get to your feedback faster and respond more quickly if you contact us
again via AA.com."
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