- Report: #1224761
Complaint Review: American Airlines -
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American Airlines Connie, Mr. Munn at DFW Terminal D24 AA scams; charges premium seats for canceled non-existent flight, refuses refund; no rebooks Dallas Texas
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Booked on Orbitz a month ago (~ March 24) for a one day flight from DFW (Dallas) to SEA (Seattle) returning on April 25 (one day).
American Airlines sent me two misleading disinformation alerts assuring me up to ONE hour before the flight was supposed to board that my flight 4/24 out of DFW to SEA at 6:10PM was going to be "on time". Then less than half an hour before takeoff we receive an alert that flight was canceled. Found out later that they never even sent the plane from Seattle to Dallas, so they knew and had every reason to know the flight was canceled and yet still sent out erroneously several alerts that the flight was "on time".
Suffice it to say, due to my trip being only one day, and with AA manager admitting on voice recording record that there was absolutely zero flights out (whether through AA or any of their sister companies or partners) they refused to give me any refund, stating that it was a “non refundable” ticket. Then the manager backtracks, stating that due to the weather concerns and the alleged tornadoes that “all bets are off”, “here call this 800 number and they will take care of you”… He told me this just to get me out of the airport.
DFW, being AA’s hub, only had one customer service agent working at D24 (their customer service center) and then they increased it to a measly total of TWO customer service agents when the line backed up to hundreds of customers that were all notified at the very last minute of their canceled flights. I waited in line for two hours just to take a customer service person by the first name of Connie who rudely told me that she was too busy to have to ‘deal with me’. All I wanted was for a full refund and they couldn’t even do that.
Upon returning home, I called their 800 number just to get repeatedly disconnected and hung up on by their automated service without so much as ever speaking with a live person.
Then to my utter shock and dismay, the next morning I logged into my Bank of America to discover that not only had AA not given me a refund for my base ticket, but also continued to charge me an extra $50 bucks for premium aisles seats in 8D on the Boeing 737-800 that they called off. The flight was canceled, they refused to refund me, they didn’t reschedule or rebook me on another flight, all my calls to customer service went unanswered or dropped, I waited two hours to speak with a rude agent at D24 who said she refuses to help me, escalated to a manager who gave me the go-around and told me to call the same 800 number that didn’t work; and then they have the audacity to still charge me extra for the premium seats that were nonexistent, for the airplane that never showed and for the last flight of the day that they canceled at the very last moment.
AA charges customer for premium seats when flight was canceled, never sent plane, never booked customer on another flight, and dropped all customer support calls.
AA cancels flight completely, absolutely refuses refund even for a one-day round-trip return flight that was book months ahead of time, hangs up on customer support calls, charged premium for aisle seats and then even keeps the premium charge even though no plane ever took off.
1 Updates & Rebuttals
AA pilots too high and mighty for passengers
#2Author of original report
Sun, April 26, 2015
After waiting for about two hours, the AA agent by the first name of Connie (she refused to give me her last name) snorted at me when I asked for a full refund. I explained to her my situation, and she admitted and confirmed that there was absolutely no way that AA could put me on any flights out to Seattle that night, even if on sister airlines or non-direct flight. I told her since AA ruined my entire trip by first canceling the flight and then by also covering it up until the very last minute, thus depriving me of other options, that the very least AA could do is to give me a full refund.
She told me that her son just texted her that there was a tornado in the area and that I should be more understanding and then that she wasn’t going to “deal with me”, and promptly called for a manager. After speaking with Mr. Munn (he wouldn’t give me his first name) he told me that he didn’t have authority to give refunds and reminded me that I had purchased a standard fare, a non-refundable ticket. He then shoved me a piece of paper and condescendingly told me to call that 800 number when I got home and customer service will deal with me.
On my way out of the airport, at around Gate D18, I saw what appeared to be an AA representative at one of the gates /counters that didn’t have a long line. Having been tired and exhausted, I still wanted to ask one last time and perhaps give it one more attempt. When approaching the counter, I realized the AA personnel was repeatedly pointing to what appears to be his watch, but he was wearing one of those oversized jackets and it would have covered any watch that he would have worn. It seemed like he was pointing to the time, but I was tired and confused and so approached closer to ask him if he could help me out. It was then that he remarked that he was a pilot, and before I could even apologize for misidentification he retorted: “you don’t see the stripes?” while angerily pointing at his long sleeve.
AA is nothing more but an evil monopolistic airline that has long since lost its way. The customer is nothing but a number to them, you are only of value to them if they can exploit you at your own expense. Definitely “too big to care”. My advice, never fly AA. I learned my lesson the hard way, for anything important if I ever book on AA again it would be my own fault.
