On ** May, I cancelled my flight from Orlando to Barcelona scheduled for ** Oct ****, g...

GetHuman4864910's customer service issue with American Airlines from May 2020

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Flight Number, Confirmation Number, Ticket Number, Email on Order, Phone Number on Order, Name of Passengers, Home Address, and Date of Birth
The issue in GetHuman4864910's own words
On ** May, I cancelled my flight from Orlando to Barcelona scheduled for ** Oct ****, given the on going situation in Spain, and the cruise lines. I was told at the time, I would be given credit for the entire cost of the flight when I rebooked. In fact, the email I received states "don't worry, the value of your ticket is safe. Please wait to call until you're ready to rebook".**On ** May, I booked a flight to Punta Cana, Dominican Republic departing * Nov and returning ** Nov. When I contacted American to book the flight and apply the funds from the cancelled flight, I was charged for the ticket, and also charged a $*** change fee. This was in direct conflict to the information received earlier regarding the funds for the cancelled trip.**When I contacted customer service, I was told the regardless of the cancellation, since I was not travelling outside of the "no change fee" window, I was "rebooking" and the fee applied. **I was not offered any other explanation or option.**This is precisely the same information I received when I explored rebooking rather than cancellation. I choose to cancel because I was assured by the customer service representative I would retain full value of the previous ticket and not be charged a change fee.**I would like American Airline to honor the commitment of the customer service representative, and provide better training in the future to avoid others from experiencing unexpected and significant costs.

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American Airlines

Customer service issue
Reported by GetHuman4864910
May 24th, 2020 - a year ago
Not resolved
Seen by 7 customers so far
Similar issue to 4078 others
0 customers following this


GetHuman4864910 started working on this issue
May 24th, 2020 5:13pm
GetHuman4864910 indicated the issue is not fixed yet.
May 24th, 2020 10:45pm