American Airways cancels flight and expenses an additional $1,147

DEAR TRAVEL TROUBLESHOOTER: I’ve an issue with an American Airways ticket. I not too long ago flew from San Angelo, Texas, to Washington, D.C. On a stopover in Dallas, American Airways canceled my connecting flight. The airline rebooked me on a flight later that day, nevertheless it additionally ended up canceling that one.

I acquired a discover on the American Airways app saying I might e-book one other flight at no cost. So, I booked one other flight. As quickly as I did, I seen the airline had charged me $1,147.

I known as instantly, and a consultant assured me she would repair the fees. However after I went to pay my invoice for the unique ticket, the $1,147 cost was nonetheless on my card. I known as American Airways and my bank card firm, and so they each mentioned I needed to submit a written request for the ticket I had bought. I submitted that request, however my bank card firm denied it as a result of I had a nonrefundable ticket. Are you able to assist?

— Sandy Burchett, Appomattox, Virginia

ANSWER: American Airways ought to have rebooked you on the following obtainable flight with out charging you.

However the guidelines are a bit completely different. If an airline cancels your flight, federal rules require it to supply a full refund or a flight of its selecting — not yours (extra info concerning this may be discovered at www.elliott.org/ultimate-consumer-guides-smart-travelers/what-should-i-do-if-my-flight-has-been-canceled-or-delayed/).

American Airways seems to have gone off-script by providing you a flight of your selecting by means of its app. Fortuitously, you had that promise in writing. You saved a screenshot of the supply.

I can’t overstate how essential a dependable paper path is to resolving a criticism like this. If you happen to don’t have it in writing, it’s American Airways’ phrase towards yours. And I feel everyone knows how that can finish.

You tried to attraction this by means of the common customer support channels. And I ought to add that your flight expertise on American Airways was lower than superb. It concerned quite a few delays, a missed day of labor and an evening spent on an airport ground. To your credit score, you didn’t ask the airline for any compensation aside from the refund it mentioned it will offer you.