No paper, no go

Q: I recently redeemed my American Airlines miles to fly to Rome with my nieces. The original flight included a return leg on Swiss International Air Lines, for which I received paper tickets.

Two weeks before our departure, American contacted me and said it needed to rebook me because of a scheduling change. My new itinerary had me flying on SN Brussels Airlines instead of Swiss International. I asked if I needed new paper tickets and was told no. So when we arrived at the airport in Rome, we were surprised to learn that SN Brussels Airlines didn’t have tickets for any of us. They tried to call and telex American but couldn’t reach anyone.

I was told the award tickets — one for me and one for my niece — would be honored, but that we needed to pay an additional $566 for the other ticket that we’d bought, but for which we didn’t have a paper ticket.

When I got home, I requested a refund from American. The airline said it would need to contact SN Brussels Airlines to see if it could get its money back. It has now been months, and as you can guess, there’s been no refund. American says that I could be out of luck. Can you help?

– Paige Gibson, Austin, Texas

A: American Airlines should have sent you valid tickets for your trip to Rome. When it failed to do that, it should have issued a prompt refund. Instead, it offered excuses and then subjected you to a lengthy wait.

The problem, as you point out, is the paper ticket. Some airlines still require them, and if you lose the tickets, you either have to pay a hefty penalty or buy entirely new tickets. If it’s any consolation, most airlines will completely switch to electronic tickets by the end of 2007 (at least that’s the goal of the International Air Transport Association, the governing body that creates regulations for international air transport). Unfortunately, that’s about a year too late for you.

How could this have been prevented? Calling the airline to confirm the flight — not just checking the flight status online — would have revealed this ticketing error in time for American to set things straight. But you must phone the airline that is actually flying the route, not the so-called “code-share” partner through which you may have made your flight reservations.

For a complex itinerary like yours, you might also consider using a qualified travel agent when you buy a ticket. Although you’ll pay a booking fee, your travel adviser will make sure you have all the necessary paperwork.

Here’s the thing that baffles me, though: SN Brussels Airlines allowed you to use the award tickets but not the one that you paid for. It’s usually the other way around.

I contacted American Airlines on your behalf, and after reviewing your case, it found that it should have issued new paper tickets for your SN Brussels Airlines flight. American processed an immediate refund of $566.

Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.

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