When American Airlines cancels the last leg of Sandy Burchett’s flight, it offers to cover the cost of her next flight. So what’s with the $1,147 charge on her credit card?
Question
I have a problem with an American Airlines ticket. I recently flew from San Angelo, Texas, to Washington, D.C. On a stopover in Dallas, American Airlines canceled my connecting flight. The airline rebooked me on a flight later that day, but it also canceled that one.
I received a notice on the American Airlines app saying I could book another flight at no charge. I booked another flight. As soon as I did, I noticed the airline had charged me $1,147.
I called immediately, and a representative assured me she would fix the charges. But when I went to pay my bill for the original ticket, the $1,147 charge was still on my card. I called American Airlines and my credit card, and they both said I had to submit a written request for the ticket I had purchased. I submitted that request, but my credit card denied it because I had a nonrefundable ticket. Can you help? — Sandy Burchett, Appomattox, Va.
Answer
American Airlines should have rebooked you on the next available flight without charging you.
But the rules are a little different. If an airline cancels your flight, federal regulations require it to offer a full refund or a flight of its choosing — not yours. American Airlines appears to have gone off-script by offering you a flight of your choosing through its app.
Fortunately, you had that promise in writing. You kept a screenshot of the offer.
I can’t overstate how important a reliable paper trail is to resolving a complaint like this. If you don’t have it in writing, it’s American Airlines’ word against yours. And I think we all know how that will end. (Related: I canceled my flight to Frankfurt but now I can’t use my American Airlines credit.)
You tried to appeal this through the regular customer service channels. And I should add that your flight experience on American Airlines was less than ideal. It involved numerous delays, a missed day of work, and a night spent on the airport floor. To your credit, you didn’t ask the airline for any compensation other than the refund it said it would give you. (Related: Help! American Airlines charged me $80 for my “free” checked bag.)
You might have tried appealing this to one of the American Airlines executive contacts I publish on this site. A brief, polite note to one of them with all your documentation might have fixed this.
You reached out to my advocacy team. I contacted American Airlines on your behalf. A representative called you and apologized for a “system glitch.” The credit for your ticket showed up the next day.
