American Airlines changes Erica Remer’s flight without telling her. Now she’s trying to get a refund for the original ticket. What is American Airlines’ refund policy — and can it help her?
Question
I booked a flight from Lisbon to Cleveland on American Airlines that was supposed to get in around 5 p.m. The airline first changed the arrival time to 5:20 p.m., which I was fine with.
But then they changed it again to 9:22 p.m. My husband only discovered this change a week before my trip. I never got an email notifying me of the change.
This late arrival time completely threw off my plans. So I had to book a new flight on United Airlines that cost me an extra $900.
When I called American Airlines, an agent made it seem like getting a refund would be no problem, so I submitted a request through their online form. To my dismay, American Airlines rejected my refund request and only offered me a flight credit that expires in a year.
I had to buy a whole new ticket because of their unannounced schedule change. Is there any way I can get a full refund from American Airlines? — Erica Remer, Beachwood, Ohio
Answer
You should have received clear and timely notification about your flight change. The rules are clear. According to American Airlines’ conditions of carriage, the legal agreement between you and the airline, you get a full refund if the carrier reschedules your flight by more than four hours.
The airline should have notified you of the schedule change well in advance of your departure. While they notified you of the first, minor change, the lack of communication about the second, more drastic change, is unacceptable.
When you contacted American Airlines to address the issue, the agent should have sent you a written confirmation of your refund eligibility. Instead, you received a verbal assurance — followed by a written denial. (Related: Help! American Airlines charged me $80 for my “free” checked bag.)
While nonrefundable airline tickets generally don’t qualify for cash refunds, significant schedule changes, especially those involving international flights, often warrant exceptions. The Department of Transportation (DOT) mandates airlines to issue refunds for “significant” delays.
Under its new consumer protections adopted last year, that’s defined as any change exceeding six hours from the original departure or arrival times. But this doesn’t apply to canceled flights, and a look at your itinerary suggests American canceled your flight and rebooked you on a different one. For a canceled flight, you always have the option of a full refund.
Can you get a refund if American Airlines changes your flight?
Yes. Under Department of Transportation (DOT) regulations, airlines must issue refunds for significant schedule changes. For international flights like Erica’s, American Airlines is required to refund your ticket in cash — not flight credit — if the new arrival time exceeds the original by six hours or more.
Even for smaller changes, the airline’s Contract of Carriage guarantees refunds for delays over four hours. If American Airlines refuses, cite DOT rules and demand your money back.
What to do when American Airlines won’t offer you a refund
Before you start chasing down the airline, it’s important to know the rules. And I mention this because airline rights have been changing lately, with new regulations being adopted by the federal government. Know your rights. And don’t let the airline try to offer you a flight credit.
Keep all your paperwork
Documentation is important. From the moment you realize your flight has changed or been canceled, start keeping records. Take screenshots of the flight schedule, save any emails, and write down the times and details of your conversations with airline representatives. If you’re submitting an online request for a refund, make sure you receive a confirmation email. This will come in handy if you need to escalate your case later. (Related: American Airlines canceled my business class ticket by accident. Can you fix it?)
Avoid AIs
Airlines rely on automated systems or AI bots to handle refund requests, which can lead to frustrating dead ends. If you feel like you’re not getting anywhere with these systems, ask to speak with a supervisor. The more specific and professional you are about your case, the more likely you’ll get a human who can take action.
Don’t give up
Airlines often hope customers will give up if they don’t respond right away. But persistence is your best weapon. After a week of silence, follow up with a polite email. Reiterate the facts, mention the DOT rules, and request a resolution. If you’re speaking to an agent on the phone, take notes, ask for a reference number, and request a written confirmation of your claim.
Ask for help
If all else fails, it’s time to escalate. Consider filing a complaint with the DOT or disputing your credit card issuer charges. Many credit cards offer travel protections that include help with disputes over flight cancellations or refunds. And if you’re still stuck, don’t hesitate to contact a consumer advocate who can step in on your behalf
Can you get a refund from American Airlines?
Bottom line: American can’t keep your money and offer you an expiring flight credit. A brief, polite email to one of the American Airlines executives might have helped. As I review your correspondence, it looks like you were stuck talking to an AI bot.
Our team contacted American Airlines on your behalf. The airline reviewed your case and issued a full refund of your original flight to your credit card, which is what you requested. Too bad it took our intervention to achieve this outcome. If you’re ever in this situation again, remember to cite the airline’s contract of carriage and DOT rules to get what you deserve.
Loading ...About this story
Our advocacy team is getting a little tired of the games airlines play with their customers. If you change your flight schedule, tell your passengers. If they don’t accept the new flight, give them a refund. How hard can that be? Until airlines like American get it right, we’ll be there to keep them honest. This case was advocated by Dwayne Coward and the story was written by Christopher Elliott. Editing help came from Andy Smith and his team and Dustin Elliott was our editor.
Your turn: Do you think the current federal rules for airline ticket refunds are working? If not, what do we need to fix this problem? Scroll down for the comments after the story FAQs.
FAQs
The American Airlines refund policy allows you to request a refund if there’s a significant schedule change and you decide not to travel. This includes major changes in departure time, airport, or routing. The U.S. Department of Transportation (DOT) requires airlines to issue refunds automatically in cases of significant delays or cancellations.
Yes. If the airline changed your flight significantly — for example, delaying it by several hours or rerouting it — and you decline the changes, you are entitled to a full refund. The DOT airline refund rules protect passengers in these cases, even on nonrefundable tickets.
A flight schedule change refund is permitted departure or arrival times that are more than three hours domestically and six hours internationally; departures or arrivals from a different airport; increases in the number of connections; instances where passengers are downgraded to a lower class of service; or connections at different airports or flights on different planes that are less accessible or accommodating to a person with a disability. Although American Airlines evaluates such cases individually, recent DOT rules now require automatic refunds for significant delays or cancellations.
Under DOT airline refund rules, passengers are entitled to automatic refunds for significantly delayed or canceled flights, even if they bought nonrefundable tickets. Airlines must automatically issue refunds without passengers having to explicitly request them or jump through hoops, according to the DOT.
Yes. While normally restricted, nonrefundable ticket refund laws permit full refunds when an airline cancels your flight or makes major changes to your itinerary. This includes situations where American Airlines delays or reroutes your flight significantly.
They should be. According to the new DOT refund regulations, airlines including American are now required to automatically refund passengers for qualifying delays and cancellations without needing a request, especially when rebooking is declined.
You can track or request your refund directly on the American Airlines website. Visit their refund page, input your ticket number and last name, and check the current processing status.
Refunds from American Airlines typically process within 7 to 30 business days, depending on the payment method. If your refund is delayed beyond this window, follow up with their customer support and cite the applicable DOT rules for added leverage.
