[alemercas]

I used to be a loyal customer of this airline, I raised a concern last week due a reservation done by telephone that was never completed. Why AA is treating like this to their customers? I understand systems can be delayed and have issues, I am a financial informatic consultant, but this is unnaceptable. Below is the issue I raised, just I received an automatic response but nothing else,


I am very dissapointed of your service,I prefered your airline because of the great service,ufortunately I have to compain against you today.I bought last Tuesday a ticket via aa.com.mx for the amount of 4,359 MXN for a flight from ATL to GDL, but I did not receive a purchase notice, just a mail stating: "En proceso de emision".I do not know if they will accept or not my purchase and this is the first time I get this message while buying a flight ticket with you, I called my bank and they told me I did not have ay charge from you, so I proceed to buy again a ticket with aa again thru an agency, and this time the same amount (4,359 MXN) was charged but it was rejected by the airline YOU!, American Airlines, so now they are in the process to return me back that money since the seat was not booked.Yesterday I got a mail stating my credit card was declined, asking me to contact my bank to solve this matter, I did it, and the limit of the card was modified to make the payment.After that I called to your help number 1-800-633-3711 to complete the reservation, I was nicely helped by Carlos Santana and he asked me for my credit card details,after a moment he gave me my record locator:PPRCLA and I asked him to confirm purchase was done and he said YES, no need to worry,he told me: "the payment will be done in 2 or 3 hrs and you will be getting a mail with your itinerary".
I got my intinerary and I resent it to my dad (the current passenger), I checked my bank account and the charge was there (now it seems is from the ticket you rejected previously).
We are very frustrated, since today morning when my dad arrived to ATL airport they confirmed his flight was not reserved, and he had to pay around 600 dlls!!! to fly today, since he is coming for a family emergency. Please solve this issue, I want the $ difference from the ticket we bought previously
why you did not make the charge if I gave my authorization for that?


I cannot imagine all the issues buying a ticket online from one day to another... I am planning no to buy a ticket with AA anymore if they do not come back to me with an explanation.

[Pennington]

Please also kindly note that federal law in US maybe does not precisely allow for general legal actions for disrupted flights regarding passenger rights, hence the US Department of Transportation allows to send the claim concerning the disrupted flight directly to Aviation Consumer Protection Division.
You may call the ACPD 24 hours a day at 202-366-2220 (TTY 202-366-0511) to record your complaint. Calls are returned Monday through Friday, generally between 7:30 am and 5:00 pm Eastern time.
You can send them a complaint, comment or inquiry electronically by using their web form. you need to go to the
airconsumer.dot.gov/escomplaint/ConsumerForm.cfm website