[MadMax]

I was attempting to book a one way flight from SFO to MIA for my wife and myself using award travel miles on American Airlines. The website showed very clearly that business class award travel was available for the two of us at 25,000 miles each. After selecting a flight a message popped up stating that those seats were no longer available and to select another flight. There were a couple of dozen flights showing available for award travel so I continued to attempt to book a flight but I continued to get the message that those seats were no longer available on that flight. I tried this about 6 times and logged out. I logged-in again using a different computer and all the flights that had allegedly had no seats available for award travel popped up again. Silly me attempted to book an award travel flight only to get the same stupid message stating those seats were no longer available. I then called the reservation desk and spoke to a person (Cheryl). She said there were no award travel seats available and that the website must have a "glitch". She stated that if the website department confirmed there was a problem that they would have to honor what was shown on the screen and allow me to use my award miles to book the business class seats for 25,000 for each of us. I was then transferred to the website department and after about 20 frustrating minutes with them they not only confirmed that the website was presenting false and misleading information but that I was not the first person to be reporting this problem. After being put on hold for another 5 minutes the website department person (Sherry) told me she was sorry but there was nothing that they WOULD do and that although the majority of seats were available on that flight that they would not allow me to book 2 of these seats using award travel miles. So I wasted over an hour of my life dealing with these people and ended up with nothing. I've never had this particular problem with any other airline and we fly at least 2 - 3 times per year including overseas travel.

In my opinion, American Airlines has an obligation to honor what is being displayed on their website or they should turn off this particular feature as soon as they receive their first verifiable complaint about it.

[jimworcs]

I think your State Attorney General's office may be interested in this. AA appear to be knowingly misleading consumers.

[Matt_FLL]

Max,
Ironically, I recently purchased an AA first class award ticket for the same exact route (MIA/SFO). I experienced the same issue and thought I had gone mad.

There is never an excuse for an agent lying. But, here is the truth: AA has an egregiously anti-consumer methodology. The agent knows that. AA would never authorize/override an itinerary in an unavailable fare class because the website had a “glitch”. The agents know that and are “stuck” (in their eyes) with enforcing that unfair notion to a normal customer like yourself. They helplessly avoid being the one to give bad news. Generally, it’s “Sure, another department can fix this for you …” and you are on your way to transfer and hold hell.

I record most calls to most airlines—but EVERY call to AA. While nothing can give you back what you’ve lost, you may want to consider doing the same. Be sure to start off the conversation (kindly) telling that you are calling them from a recorded line as most states have laws about consent. They generally won’t lie when you record the line on YOUR end, but if they do, you have evidence. Also, be sure to check back occasionally. That route especially has BusinessSaver awards for 25k appear and disappear (not because of a glitch, because of the actual re-forecasting that takes place). Good luck!

Matt