[foxfarout]

My very first experience with American Airlines turned quickly into my last one! I was confused about the eight credit card charges on my Visa for one return flight from Vancouver, Canada to San Juan, PR. In addition, I paid a travel agent a fee for booking my flight through Expedia. I regret that, however, it took me over a month to finally hear a voice from a customer service representative to help justify two unauthorized charges in the amount of $25 US each. (I wrote four emails and am still waiting for a response to my last one sent two weeks ago.) Barbara, the mean-spirited customer service representative explained these charges were 'service fees' for an AA agent to book exit row seats. I was never informed of these additional fees at the time of booking my seats and would never have paid $50 for a seat on any flight ... anywhere!!! Our flights was re-routed due to a six hour delay and AA refunded the $90 for the 3 exit row seats but refused to refund the unauthorized 'service fees' for booking the same seats we didn't get. I informed Barbara that the seat booking agent never revealed that these fees existed (I also told her that had I known about these additional service fees, I would have preferred to simply get seats when we checked in at the airport. ). Barbara said she would not issue a refund, therefore, I was not given a refund and was made wrong for asking in the first place. I've never spoken to anyone so mean and am wondering how in the world she would be in a 'customer service' position when there are so many nice people in this world.