Some additional suggestions to reduce the "human error" factor and the "she said, he said" pass the blame game that one often encounters when dealing with telephone agents. This is not restricted to the airline industry either.
1. When quoted "no fee" or "fee will be waived" or "you will receive a full refund" insist that the agent document your record account to that effect.
2. Get name(s) and/or agent ID of everyone you speak with from the initial agent who answered the call right on up the line. Also insist on at least a last initial or pseudo-name if they have a common first name like "Jack" or "Jill." I can't tell you how many "Brad Pitts" and "Angelina Jolies" I've spoken to in off-shore call centers. Also try to get the agent or supervisor to identify which call center you have reached.
You did the right thing contacting your credit card issuer. They usually side with the cardholder unless there is compelling evidence to the contrary. Honestly the BBB doesn't really have any teeth when it comes to airline complaints. If you can cite a line in AA's COC or Customer Service Commitment that states award tickets are fully refundable within 24 hours then contact the DOT and file a complaint.
|