[David Lindwall]

On April 2 my spouse and I were to travel from Albuquerque to Fort Lauderdale to celebrate by spouse's birthday. We had purchased first class tickets on the American Airlines website. Our flight from Albuquerque was delayed, meaning that we would not make our connection in DFW. I called customer service and they checked for later flights, but there were no later flights that had two first class seats available. We were told that we could either fly economy, fly separately on two different flights as there was one first class seat available on the next flights, or we could get a full refund. We chose to take the full refund. Customer service guided us to the web page to file for a refund which we did immediately. We were told (and it also says so on the webpage) that it could take up to seven working days for the refund to be credited to our credit card. It has now been fourteen days, and we have heard nothing from American. When I call customer service, they tell me that American will not discuss refunds and we just have to be patient. Asked why American says in writing that it can take up to seven working days, the agent told me that she would advise her supervisors to update that language as it is not uncommon for it to take longer. I find it unconscionable that American refuses to give us an answer over the phone and that our only option is to be patient. Another customer service agent told me to file our request again, but the website will not accept a second refund request for the same ticket number.

[The_Judge]

Contact the DOT. They oversee this type of thing and airlines are required to refund your original form of payment within a certain amount of time. Seven days for a credit card, is correct which I’m assuming you used online.

http://https://www.transportation.gov/individuals/aviation-consumer-protection/refunds