[AKBHD]

Here's a short story.

I booked a flight with my Air Miles (cost 12,500 Air Miles, $109+tax)
The same day, I had to call customer service to cancel my flight.

When talking to the customer representative I asked:
- if I could get by Air Miles back
- if I would be charged to cancel my flight

The customer representative answered:
- YES, I would get my fidelity points back
- NO, I would NOT be charged a fee

I would like to make this point really clear:
- I DID ASKED the customer representative if I would get charge to cancel my flight
- He answered that I would NOT be charged a fee

Three days later:
- I did get my Air Miles back
- I was charged a fee of $150 for canceling my flight ticket (reminder: flight cost 12,500 Air Miles or $109+tax)

I called Customer Service again, explaining the situation. AA answered:
- the customer representative you (I) talked to ****ed up... and we can't do anything for you...

Results:
- I called my credit card company to dispute the charge and filing a claim with BBB

Dispute still under investigation.

Bottom line: AA customer service is hell ****ty.