usvi-on-line
Problems with American Airlines. Any thoughts appreciated.
Problems with American Airlines. Any thoughts appreciated.
I thought I'd ask my question here just in case anyone has any ideas.
I'm afraid we are out of luck, but here's the situation.
We are leaving on April 28 for STT. My brother had a friend who was supposed to travel with us. When we booked the tickets they all went on one person's credit card and the rest of us have paid up. This one person never did and now she has no money and will not be going on the trip. Lesson learned...always get money up front before booking tickets. She's 27 and a teacher with very little bills so we didn't think this would be an issue.
So, we contacted American Airlines and the customer service rep said send the itinerary and the circumstances to the customer relations dept and they will issue a travel voucher to the person whose credit card paid for the ticket. Ok, no problem. Sent the fax as told and got a response today that they will not issue a voucher to anyone but the person whose name is on the ticket and it will have to be used by her. Customer service originally told me several times that a voucher would be issued that could be used by anyone. There is no phone number you can call to speak with someone. If I call the 1-800 number they say to send another letter or fax to the customer relations dept. Customer relations won't call back, they just respond via email.
Anyone have any ideas for our next step. If they'd told us this from the start I wouldn't be so upset, but it's the fact that the original rep told me a voucher could be issued for ANYONE to use that is making me so irritated.
Thanks for any suggestions! It's what we get for expecting adults to follow through with what they say they'll do.
I'm afraid we are out of luck, but here's the situation.
We are leaving on April 28 for STT. My brother had a friend who was supposed to travel with us. When we booked the tickets they all went on one person's credit card and the rest of us have paid up. This one person never did and now she has no money and will not be going on the trip. Lesson learned...always get money up front before booking tickets. She's 27 and a teacher with very little bills so we didn't think this would be an issue.
So, we contacted American Airlines and the customer service rep said send the itinerary and the circumstances to the customer relations dept and they will issue a travel voucher to the person whose credit card paid for the ticket. Ok, no problem. Sent the fax as told and got a response today that they will not issue a voucher to anyone but the person whose name is on the ticket and it will have to be used by her. Customer service originally told me several times that a voucher would be issued that could be used by anyone. There is no phone number you can call to speak with someone. If I call the 1-800 number they say to send another letter or fax to the customer relations dept. Customer relations won't call back, they just respond via email.
Anyone have any ideas for our next step. If they'd told us this from the start I wouldn't be so upset, but it's the fact that the original rep told me a voucher could be issued for ANYONE to use that is making me so irritated.
Thanks for any suggestions! It's what we get for expecting adults to follow through with what they say they'll do.
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sailorgirl
- Posts: 1644
- Joined: Mon Oct 30, 2006 3:03 pm
I had a similar experience with AA in getting vouchers extended. Very frustrating that there was no live person to call. The faxes were never responded to. I just dialed the reservation line and wouldn't hang up until the agent found me someone to talk to. Eventually someone spoke to the person who I was emailing and I got the vouchers. My next step was going to be contacting corporate headquaters. A trick I learned from my aged mother 
who nevers deals with underlings, always go to the top she says, the person in charge is more interested in getting you off thier back so they generaly give you what you want. The old saying, " never take no for an answer from someone who doesn't have the authority to say yes. In this case maybe the VP for customer relations, look it up on thier corporate web site.
Anotyher thing, the vouchers which they issued were in my name and my husband's name but I was able to book a ticket just for me with them. maybe that's an option, if you trust the person to turn over the voucher to you.
Good luck, perseverence paid off in my case, keep trying.
who nevers deals with underlings, always go to the top she says, the person in charge is more interested in getting you off thier back so they generaly give you what you want. The old saying, " never take no for an answer from someone who doesn't have the authority to say yes. In this case maybe the VP for customer relations, look it up on thier corporate web site. Anotyher thing, the vouchers which they issued were in my name and my husband's name but I was able to book a ticket just for me with them. maybe that's an option, if you trust the person to turn over the voucher to you.
Good luck, perseverence paid off in my case, keep trying.
I am with Sailorgirl. Go to the top and ASK ASK ASK again. Sometimes if I don't get the answer I want I'll hang up and call back until I find someone who can work with me & help me out. Often (unfortunately) you get the answer that requires the least hassle for the agent you are dealing with at the time...which is "no we can't help you!" or whatever the SOP is for the situation. Some people are a little too by the book and don't realize there is room for flexibility.
When I went to rebook a flight for a friend who I'd done an original booking for (still booking in the same name mind you) they were trying to charge me a $100 booking fee when I had noted at the time of cancellation that the rebooking fee would only be $50. We'd made the decision based on that info. After a couple of nos and some useless CS reps, I got through to a manager (I did have to stay on hold for 30 minutes plus) who helped me rebook and honored the $50 fee. Persistence is your friend.
When I went to rebook a flight for a friend who I'd done an original booking for (still booking in the same name mind you) they were trying to charge me a $100 booking fee when I had noted at the time of cancellation that the rebooking fee would only be $50. We'd made the decision based on that info. After a couple of nos and some useless CS reps, I got through to a manager (I did have to stay on hold for 30 minutes plus) who helped me rebook and honored the $50 fee. Persistence is your friend.
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Chris44107
- Posts: 2
- Joined: Wed Nov 15, 2006 5:28 pm
Generally speaking, airline tickets are non-transferable - meaning that the only person who can use the ticket usnder any circumstances is the person who's NAME the ticket is in, not who paid for it. That applies to whether the person travels on that ticket, or cancels it and gets a voucher. No amount of going up the chain of command is likely to change that. By the way, I'm a travel agent and this is one restriction I have never seen the airlines be flexible about.
You can keep asking and maybe you will get lucky, but as Chris44107 indicated, tickets are usually non-refundable.
We had a similar situation a bunch of years ago. Family vacation. Sister paid for boyfriend's ticket. Break-up. Sister did not get money back. Boyfriend got voucher for the flight value (minus penalties, but they were much smaller back then).
Good luck...
We had a similar situation a bunch of years ago. Family vacation. Sister paid for boyfriend's ticket. Break-up. Sister did not get money back. Boyfriend got voucher for the flight value (minus penalties, but they were much smaller back then).
Good luck...
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chicagoans
- Posts: 1586
- Joined: Thu Jan 18, 2007 2:51 pm
- Location: IL
Nic, what a bummer! You've probably already tried getting the person who backed out to make all these phone calls. (Only seems fair, and it's such a drag being on the phone for hours.) It would also be fair if she found her own replacement for the trip... but you've probably already tried that with her too. I wonder if she realizes that the value of a friendship is worth way more than the cost of a ticket?
Hopefully you have a speaker phone, so you don't get a sore ear and stiff neck holding the phone to your ear for hours on end!
You didn't mention the villa cost, but they may reduce your cost because you have fewer people.
Good luck!
Hopefully you have a speaker phone, so you don't get a sore ear and stiff neck holding the phone to your ear for hours on end!
You didn't mention the villa cost, but they may reduce your cost because you have fewer people.
Good luck!
Hi Nic:
I feel your pain. The exact same thing happened to my husband and I last year when his best friend and girlfriend were suppose to go with us. We booked the tickets on our credit card with US Air and they ended up with the voucher. They never did use the voucher and we lost over $800. Like the old saying goes - "we live and learn".
I feel your pain. The exact same thing happened to my husband and I last year when his best friend and girlfriend were suppose to go with us. We booked the tickets on our credit card with US Air and they ended up with the voucher. They never did use the voucher and we lost over $800. Like the old saying goes - "we live and learn".
We were booked for St. John last Thanksgiving and my Dad was to go.Two months before he had major sugery and could not travel. I followed the same steps that you did and fortunatly for me they issued a transferable voucher (right away) which I used for our upcomming trip on 4/26. So dont give up keep trying and possibly you will find a reasonable person. Good luck!
We were booked for St. John last Thanksgiving and my Dad was to go.Two months before he had major sugery and could not travel. I followed the same steps that you did and fortunatly for me they issued a transferable voucher (right away) which I used for our upcomming trip on 4/26. So dont give up keep trying and possibly you will find a reasonable person. Good luck!
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CShell1019
- Posts: 90
- Joined: Fri Feb 02, 2007 7:20 am
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Berlingirl
- Posts: 499
- Joined: Mon Aug 07, 2006 6:09 pm
- Location: New England
As a 20 year veteran of the travel business, the only I've seen the airlines issue a refund or change a name has been in cases of death. Then there is some compassion. I have clients right now who put tickets for 4 on their CC for next month back last July. So far the other couple hasn't paid, but keep saying they are going and will way. The couple out of the money so are sick over the whole thing and it's spoiled their excitment over the trip. They told me...they will NEVER do that again. Good luck on your resolution.
Hoping for a USVI ticker in 2013!
