Glenn Ward is charged twice for his airline tickets to Europe. Why won’t someone fix the problem?
Question
My wife and I booked tickets earlier this year to fly from Boston to Budapest on American Airlines and British Airways, an American Airlines’ partner. We made the reservations through our travel agent.
British Airways charged us for the tickets, but a few days later, we were charged again for the same tickets by American Airlines. We asked our travel agent what was going on. She seemed to be as confused as we were.
I contacted American Airlines, which agreed to refund the second set of tickets. But it has only refunded one of them.
I disputed the charge for the second ticket through Citi, my credit card. We received correspondence from Citi last week that indicated they had not received enough information to support our claim. “The transaction will not be removed from your account,” they said.
I am confused as to what I could possibly send them that would indicate the ticket was not purchased. I don’t have a receipt to show what I didn’t buy. Between customer service and the resolution department at Citi and American Airlines, I have been on the phone for close to 25 hours. I need your help. — Glenn Ward, Whitman, Mass.
Answer
You should have only received one charge for your tickets, of course. And if you got a double charge, then your agent — with American Airlines’ help — should have fixed it. You shouldn’t have needed to file a credit card dispute, which usually allows you to claw back the money.
But while we’re on the subject, let me say this: You should carry a credit card that carefully considers every chargeback you file. It looks like your bank did not thoroughly review your request, which is too bad. You might consider finding another card that will take better care of you.
Your case was half-solved by the time you reached out to me. American Airlines had refunded your wife’s ticket, but not yours. It still owed you $1,666.
What are your rights if a merchant charges you twice for the same thing?
If you’ve been double-charged for the same product or service you’re entitled to a refund. But getting it can sometimes be a frustrating and time-consuming process. Here’s a breakdown of what your rights are and the steps you can take to resolve the issue.
What’s a double charge?
A double charge happens when a merchant accidentally or unintentionally bills you twice for the same purchase. In your case, his travel agent booked tickets with both British Airways and American Airlines, but American Airlines mistakenly processed an additional payment for the same tickets.
It’s important to act quickly to address the problem. Here’s what you can do:
Contact the merchant directly
Get in touch with the company that charged you to try to resolve this. Explain the issue in detail and provide any relevant documentation, such as receipts, emails, or order numbers.
In your case, American Airlines initially agreed to refund the second ticket charge but failed to follow through completely. When you’re dealing with an airline, remember to document every step of your communication. Keep records of all emails, phone calls, and interactions, including dates, names, and references to case numbers or transaction IDs.
Dispute the charge with your credit card company
If the merchant isn’t responsive or refuses to resolve the issue, your next line of defense is to dispute the charge with your credit card issuer. Under the Fair Credit Billing Act (FCBA), if you find an error on your credit card bill, like a duplicate charge, you have the right to dispute the charge with the credit card company.
In your case, after contacting American Airlines and not getting the full refund, you disputed the second charge through your credit card company, Citi. But Citi initially declined your request, claiming insufficient information to support the claim.
Credit card companies generally have 60 days from the statement date to dispute a charge. It’s crucial to send all the documentation you have (emails, proof of the charge, refund correspondence) when filing the dispute. If your card issuer doesn’t resolve the issue, you can escalate it by filing a complaint with the Consumer Financial Protection Bureau (CFPB).
Escalate the matter to a higher authority
If the company and your credit card issuer aren’t offering a resolution, your next step is to escalate the issue. This could mean contacting a senior manager at the airline or merchant or even using a consumer advocacy site for help.
Note: Under U.S. law, consumers are protected when they are double-charged for goods and services. If you can prove that you were charged twice for the same product and that you have not received the service or item, you’re entitled to a refund. If the merchant or credit card issuer refuses to cooperate, they could be in violation of federal law. You can file a formal complaint with the Federal Trade Commission (FTC) or the Consumer Financial Protection Bureau (CFPB).
What about your double charge case?
Why did American Airlines charge you for a second set of tickets? Your travel advisor doesn’t know. I asked the airline, and it doesn’t know either. But everyone could agree — everyone except your bank, that is — that you deserved a refund for those American Airlines tickets.
In a situation like this, you need to keep a complete paper trail of correspondence between you and the airline (which you did). And you need to escalate your problem to the right executive at the airline (which you didn’t). I publish the names, numbers and emails of the American Airlines customer service managers on this site.
One thing you should not do is call the airline to get this fixed. Spending 25 hours on the phone with American Airlines was a waste of your time. I’m guessing you had to tell your story to many agents, none of whom could authorize a refund. Many consumers believe they can fix a billing problem with a quick phone call, but that almost never works. You have to put everything in writing.
By the way, your travel advisor should have also been able to help you. They have special contacts at the airlines and should be able to fix a problem like this quickly. It’s not clear why your travel advisor could not help you.
I contacted American Airlines on your behalf. A representative said it had reviewed your case and refunded your second ticket.
