[jimworcs]

This is baffling...did you really send this complaint to AA without any other details?

[Matt_FLL]

“The computer did it” is never an acceptable answer. This is perhaps the most merited airline complaint.

AA runs a script in their reservation database to check for “duplicate” and “illogical” type of bookings (in their terms). While some other airlines do this as well, I find AA to be especially aggressive.

Let's say that Mary puts a reservation on hold, and then purchases another seat under a different reservation. She takes up two seats. Joe cannot get on that flight and AA loses the chance to sell a ticket. Fair enough: I can see if the system would cancel ONE of Mary's tickets... but AA would cancel them both.

Your case is another great example of this systemic failure (e.g., mother/father with a child and same name). Additionally, there are “passengers of size” who independently book two seats out of respect for others. I once put an award ticket on hold, and then called AA to buy the remaining required miles. The agent pointed out that it would be a better use of miles to purchase a revenue ticket. I did that, but she never cancelled my “on-hold” award ticket. Both reservations were cancelled without any notice to me. Airport agents just assume that you are stupid when you show up to fly with a cancelled reservation.

In all cases:

(1) The computer system logic is too aggressive and will inadvertently cancel innocent reservations.
(2) Airlines DO NOT notify the passenger when their system automatically cancels your reservation.

The net effect is that innocent people are helpless and stranded at the airport. The only explanation is “the computer did it”. I believe that DOT should eradicate this practice industry-wide.