[gtschaub]

On 3/25, I booked 4 tickets for a multi-destination trip. 5/2/09 SJC to RSW for 1 week, 5/9/09 RSW to NAS for 1 week, 5/16/09 NAS home to SJC. As normal the agent repeated the flight dates and times, I confirmed that they were correct, authorized the total charge of $2,689.84. I trusted that our conversation was sufficient, I assumed wrong. On 4/9 I printed my itinerary and upon closer investigation realized that my lap child was not included and my Saturday, 5/16 flight home was incorrectly listed as Monday 5/11. I contacted AA to correct the problem. I was informed that in order to get the 11:00 a.m. flight I had originally requested, I was going to be charged an additional $1,200.00 in increased flight fees and ticket change fees. My only other option was to accept a 6:30 a.m. flight with a $245.96 fare increase and $600.00 ticket change fee. After explaining the circumstance as they had occurred and the great inconvenience (to my family of 3 children under 6) the supervisor agreed to waive the $600.00 change fee. I authorized the $245.96 fare increase and requested the add on of the $12.00 lap child ticket. Once again I foolishly assumed my flight headache was over. Upon checking my new itinerary I found that once again, my lap child was not included and I was in fact charged the $600.00 ticket change fee. I called AA again only to be told that there is no record of the supervisor agreeing to waive the $600.00 ticket change fee. I asked for the name of the supervisor that charged my credit card, so that I could resolve the issue directly, only to be told that there is no way to look up her name. AA is unwilling to correct the problem. Now our $2,690.00 flight is going to cost us an additional $600.00. An honest mistake is one acceptable inconvenience. A second blatant error and refusal to correct it is unforgiveable. Our anniversary and 1st born sons' birthday are on the same day 5/5, we celebrate with a vacation every year. We will never fly AA again.

[jimworcs]

I think this is a legitimate complaint, but posting it twice doesn't make it more serious. Please don't post duplicates.. it is a pain.

[The_Judge]

It's been happening quite alot recently. Don't know why. Well, I do but it would be rude to say.

[txchampaign]

File against them in court. Also, I don't know who put the Guy from England in charge. He tells everyone who posts what to do and not do!

[jimworcs]

Don't you know Tex that this is what Englishmen do? However, I havn't reached the point where I tell pilots how fast to fly their plane yet.... so got a little ways to go before I reach your giddy heights...

[dantstad]

I purchased a fully refundable flight on 3/26. On 4/9 I had to change the return time to a red-eye. They gave me a $230 refund, thinking it was because it was a red-eye over a day flight. He didn't take the outbound flight so I called for a refund. I was advised that it was a non-refundable ticket and I accepted a refund and the value would be sent as a voucher. If I wanted a refundable ticket then I had to ask for it when I changed the time of the return. I asked how we are supposed to know they change the class of flight if they don't tell us. She stated that they only give the cheapest flight rates and it is always non-refundable. Let it be known that there was no actual rate given, just that there was a refund. He took the return flight home and, oh yes, he was bumped from business to economy. I called today to see where the voucher was mailed and what amount and now they say that since he didn't take the whole flight in order on a non-refundable ticket that there is no value to the unused portion of the ticket. So, they change the class of ticket, they take $150 of the value for non-refundable each way, bump him down a class and then there is no value. How is this for a scam?????

[jimworcs]

That is a scam. Write to the DOT and file a claim in court. AA made a material change to your contract without notifying of the significance of the change. It is not enough to point to the website for such a fundamental change. This is unfair terms and conditions and is such a significant change, that AA are legally obligated to point out the change. Write to them one more time, outlining you intend to sue and that you consider AA made a material change to this. Ask in your letter for AA to disclose, as part of your case, how many times they have done this previously and where they have highlighted this practice in their terms and conditions.

The only reason for purchasing a fully refundable ticket is to have this flexibility. For AA to remove that flexibility, during the delivery of the contract, without notification is fraudulent and I can't imagine any court in the land upholding this practice.

[seneam]

The lapchild ommission is very interesting. I had something similar to me where they never actually sent me the receipt for the lapchild, saying that I had to the paperwork at the airport, and it would cost $50. Upon arrival at the airport, they charged me $300, and told me that I could take it or leave it. After you take your flight, please let me know if they charge you some exorbitant fee for your lap child on the day of your departure. If they do, I'd be happy to join you in a law suit and sue the crap out of AA!