My hotel in San Juan closed after the hurricane. Why won’t American Airlines Vacations offer a refund?

Nona Novak’s vacation to Puerto Rico is disrupted when hurricane Maria shuts down her hotel. Why won’t American Airlines Vacations refund her trip?

Question: I booked my Thanksgiving vacation through American Airlines Vacations from Chicago to San Juan. I had reservations at the Caribe Hilton San Juan Hotel.

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Immediately after the hurricane, I called Hilton corporate. A representative told me the hotel would be closed through Dec. 31, and that any paid reservations would be refunded in full by Hilton.

Over the next weeks I spoke with several American Airlines agents, who told me that until Hilton officially notified American Airlines Vacations, American would not discuss any options with me. I finally spoke with an agent who gave me options for other vacations, but would not book anything as American Airlines Vacations still had not received official notification from Hilton.

Finally, I received a voicemail from an American Airlines Vacations representative, who said I was not eligible for any refunds. He informed me my only option was to accept credit with a one-year expiration date. I also had to make an immediate decision, even though American Airlines Vacations had refused many requests from me to resolve the situation for weeks.

When I tried to rebook, an agent told me they had no options in the Caribbean for the same dates. So I am now in the position of having no Thanksgiving vacation while American Airlines Vacations holds all my money.

Now, thanks to American Airlines Vacations, I will be using my vacation sitting at home. I’m very disappointed. Can you help me? — Nona Novak, Lincolnshire, Ill.

Answer: I can’t believe that happened to you. I mean, how hard would it be to find out if the Caribe Hilton San Juan is open? Why would American Airlines Vacations have to wait until it gets “official” word, leaving a valued customer waiting?

With package vacations, the operator — in this case, American Airlines Vacations — accepts responsibility for all components of the trip. If the flight is canceled or the hotel shuts down, it’s up to the reseller to replace the missing item.

American Airlines Vacations had something else going in its favor. It bills itself as the “official” vacations site for the airline, implying that at the very least, if something goes wrong with your airfare, you’ll be covered. So it only had to worry about your hotel, which was already being refunded.

Interestingly, the terms to which you agreed suggest American Airlines Vacations’ actions are acceptable. The company, it notes, “will not be liable to pay any compensation or damages if it cancels or in any way changes a trip or package as a result of unusual or unforeseeable circumstances beyond its control, the consequences of which could not have been avoided even with all due care.” Those include a weather event like a hurricane.

Still, something about this didn’t feel right to me. You might have contacted a customer service manager at American. I list their names, numbers and email addresses on my consumer advocacy site. You did that, but received no response.

I contacted the airline on your behalf. American Airlines Vacations offered you a full refund.

6 thoughts on “My hotel in San Juan closed after the hurricane. Why won’t American Airlines Vacations offer a refund?

  1. Chris,

    I suggest you reread this statement.

    Interestingly, the terms to which you agreed suggest American Airlines Vacations’ actions are acceptable. The company, it notes, “will not be liable to pay any compensation or damages if it cancels or in any way changes a trip or package as a result of unusual or unforeseeable circumstances beyond its control, the consequences of which could not have been avoided even with all due care.” Those include a weather event like a hurricane.

    First it is not relevant to the issue at hand. Compensation or damages is not refund. Compensation defined “something, typically money, awarded to someone as a recompense for loss, injury, or suffering.”

    The terms, as you stated, do NOT suggest that AAV actions are acceptable.

    Second, you mention this and then don’t resolve it. Is this just poor writing or poor editing.

    I was under the assumption that you were a “seasoned’ advocate but this mistake by a “seasoned” advocate is far worse than many of the idiotic things people request that you publish to embarrass them.

  2. What’s ironic is that it’s my (lay) understanding that such one-sided contracts are often unenforceable. But, again, not as an attorney, I would read the compensation or damages as related to punitive fees, not the core refund of a service that cannot be delivered. While they do have the usual force majeure boilerplate, hurricanes ARE foreseeable. They have a predicted time window. They are forecasted and are tracked.

    But, most importantly, I would think it is an unjust enrichment to get a refund from Hilton, then keep all the money using that boilerplate.

    It just goes to show that airlines are no longer in the customer service business, but are in the flying cattle truck business.

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