[BenM]

I received two AA Awards as a retirement gift last July. Knowing they expired in 12 months, I put together a vacation itinerary for my wife and me by mid-June; called Business ExtraAA to ticket the trip and I was pleased. Later I received an e-mail that the award had expired 7 days earlier and should call AA. I did -they said "Sorry"!

I had been a Platinum & Gold Elite customer for a number of years. (They used to have GOOD customer service- some years ago) - This inflexibility is a huge disappointment!

I do not recommend AA as a preferred airline --maybe last in line!

[PHXFlyer]

Was the stipulation that you had to actually travel within 12 months or just make the reservations within 12 months? You say that you "put together a vacation itinerary for my wife and me by mid-June;" but was that for travel sometime after the July expiration date?

Have you written to the AAdvantage program executives to appeal this decision? Here's a name and address for you:

Robert J. Friedman President - AAdvantage Marketing Programs
AMR Corporation
4333 Amon Carter Blvd
Fort Worth, TX 76155

[BenM]

No! I did not write to AA; thank you for your encouragement and the address! I had 12 months to obtain tickets and then 12 months to use them. I was hoping to enjoy the travel this October.

[ChrisBello]

I am going to shout my story from the rooftops as I am officially done with American Airlines. I've flown them exclusively for the past two decades and I am over it after this most recent fallout.

I was headed from SAN to JAX on business and a week later planned on meeting my wife in south Florida as she was coming in from SAN to PBI. We couldn't find the same return flight when we tried to book online, so we had to purchase (and overpay for) four one-way tickets.

A week after we purchased the airfare, my wife found out she was pregnant and after a few doctors appointments over the next month, she was informed there were complications and she absolutely shouldn't fly until after the baby is born in December.

We attempted to contact AA on a few occasions, dealing with one jerk after another in customer service. In a down economy when jobs are sparse, we were amazed that these people were all so crass and insensitive -- almost happy to be unhelpful and to put us in place.

We wrote a letter to their refunds department, attached the doctor's note, explained our situation and they denied our request for a refund.

Furthermore, because they were four one-way tickets we would have to put a $150 change fee for each leg of the flight -- totaling $600. That, combined with the $800 in airfare, we're now looking at $1,400+ for round trip to Florida.... when two new tickets would be about $600 total --- the exact amount of the 'rebooking fee'.

With a new baby in December, there's no way we'd even be able to use the old tickets within the one-year span, voiding them.

We fought this battle for a good month, got absolutely nowhere and we were treated like crap regarding everyone we spoke with at AA.

I am absolutely done with this airline forever. I'll pay double and take an indirect route on another airline before I ever give AA another dime.

[PHXFlyer]

Two words. Travel Insurance. Since the pregnancy occurred or was confirmed after you purchased the tickets they wouldn't have been able to pull the "pre-existing condition" clause.

It's a shame when you had difficulty booking the returns on the same flight that you didn't just pay a little extra and use a telephone agent. Those a-la-cart fees discouraged you from using a live agent when you really needed one and the result was not only paying more than you had to for the tickets but also ending up with four non-refundable tickets instead of two.

Have you asked AA if the tickets purchased for your wife could be used for yourself? Given the circumstances they might be willing to do at least that.

[ChrisBello]

Two words. Travel Insurance. Since the pregnancy occurred or was confirmed after you purchased the tickets they wouldn't have been able to pull the "pre-existing condition" clause.

How does that work? What would the play have been?

It's a shame when you had difficulty booking the returns on the same flight that you didn't just pay a little extra and use a telephone agent. Those a-la-cart fees discouraged you from using a live agent when you really needed one and the result was not only paying more than you had to for the tickets but also ending up with four non-refundable tickets instead of two.

Unfortunately we went through Expedia because the AA site was much more expensive. Being that the whole industry is a sham these days, we looked for what was the best option... which would've been fine had she not gotten pregnant a week later and had issues.

Have you asked AA if the tickets purchased for your wife could be used for yourself? Given the circumstances they might be willing to do at least that.

I haven't because they weren't willing to budge on the rebooking fee. I'm not going to pay $300 to rebook a $400 ticket. I'll cut my losses and fly with another carrier from now until the day I die.

I understand there are rules... but there's also such thing as compassion and exception to the rules. We were basically told, "thems the breaks" and "tough luck". That's unacceptable. As a business owner, I've dealt with my share of customers and have bent rules where need be. I don't see how they could just blow off a doctor's note and legitimate reason. They didn't even ATTEMPT to work with us. Offer to waive the rebooking fee. Issue an $800 credit for the two tickets. Something. Anything.

Their loss as this will cost them much more than $800 over the next several years we travel. I know it doesn't mean much to their bottom line... but I also know there are a ton of people like us who have been wrong and will never fly with the crooks at American Airlines again.

[PHXFlyer]

I woild suggest trying a second letter. Instead of the refunds department address to someone in customer relations. If you want to enclose a copy of the refusal letter from refunds. Politely explain you are aware that a refund isn't possible but mention the issues you had with arranging the travel, the reason four tickets were purchased etc. Ask if there is any compromise which can be reached. Tell them you'd like to use AA again but the fees to do anything with these tickets at this point is prohinitive.

If you present them with an opportunity to gain a customer and leave the door open to a solution they suggest they might just go for it. On the other hand if they shoot you down again they can go eat rocks!

Here's a contact for you:

Mark Mitchell
Managing director, customer experience
American Airlines

4333 Amon Carter Boulevard
Fort Worth, TX 76155

[ChrisBello]

Thanks PXHFlyer.... Very appreciated.

So frustrating as we never would've booked the tickets if we knew my wife was going to get pregnant literally a few days after we purchased the airfare.

That $800 is literally putting a dent in our baby fund and that's what really stings.

[PHXFlyer]

you're welcome. please come back and post the results. also please return in nine months and let us know about the new addition to your family. i'm not a deeply religeous person but i've offered up a prayer that all goes well with the pregnancy. mazel tov!

[ChrisBello]

You're first class, PHX. Appreciate the well wishes. Baby is due early December. Going to drop Mark Mitchell a note in the next day or so. How should I say I came across his information?

[PHXFlyer]

Found it on Elliott.org. It's not a huge secret...