On June *nd, *****I went online and*bought*a round trip*ticket*between New*York*Stockho...

GetHuman5021022's Problem With a Flight issue with American Airlines from July 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
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The issue in GetHuman5021022's own words
On June *nd, *****I went online and*bought*a round trip*ticket*between New*York*Stockholm*(via*Reykjav*k)*from Iceland Air through cheap tickets.com The departure*was supposed*to be*on June *th, ****.***The*day*after*I bought my tickets, I *received*an*email from Iceland Air*informing me*that*my*flight*was*canceled*and that I had to contact*cheaptickets.com to reschedule my flight.*So, I*called*cheaptickets*and*told*the*agent*that*I*wanted*to*cancel*my*ticket entirely*because according to the deal, I*had*a ** hour free*cancellation. I had a family emergency and needed to get*my*tickets*from another flight agency.**The*agent on the other side of the phone*told me that I didn't*need to*cancel my flight because*he*could easily*put*me*on another*flight*that was*leaving*the next day*(on June *th).*I*asked*him how he could assure*me*of that?*He*said,*he*was confident*that the*flight*would*be*on*schedule. So*I*followed his advise and rebooked*my*ticket*for*June *th.****Two days later,*I*received*another cancellation email from*Iceland air.*I*tried to call Iceland Air but there was only an answering machine referring me to their website and*or to the website that I had purchased my flight tickets from. So I called*cheap tickets again and this*time*I*was*on the*phone*with another*agent*for * long*hours.*The*agent*told*me*I*couldn't*get*a*refund, but she*could*put*me*on a*flight*that was*leaving*on*June **th.*She was*even*going*to*charge*me*with*additional*fee for the*change*of*flight!! However, I managed to convince her that these changes were not done by me, and I wasn’t the one*responsible for the calculation.* She finally agreed and confirmed my flight for June **th from JFK. As soon as*I*received*the confirmation*email*from cheaptickets.com*I*automatically*received*a cancellation*email*from*Iceland air.*I*called back and*was*on the*phone*for another*hour*and a half.*This*time*the*agent*reassured me that the*ticket*was*not cancelled*and that*I*should*disregard*the*email*from*Iceland air as it was most probably a technical issue from their end.***On June *th*I*received*a*new*email from cheap tickets*saying:“Due to*difficulties*with your*credit card, we cannot reissue your ticked.*Consequently,*no*many*has been deducted*from your*account.*In*order*to*confirm*your*reservation, you will*need*to*call*us as soon as possible.”***I*immediately*contacted my bank and found out*that the*payment*had*actually*gone*through*the first*day*that*I*bought*my*tickets.*I*called*the*number*that was*given*to me by*chpeaticket*air support desk.*The*agent*said*that the*email*was*sent*to me*by mistake.*I asked her to explain why I received such a misleading email, because*hadn't I been attentive and*checked with why bank first, I would have easily believed this message and probably paid for a brand new ticket again! She*apologized*for the*inconvenience*and*told*me that my*flight*was in fact*on*schedule*for June **th from JFK. I asked her how can you assure me about that, she responded: “You will receive a confirmation email within the next ** hours”.***I never received the confirmation email and since*I*had gone through all this hassle AND was also subletting my*apartment*for three*months, I decided to contact cheap tickets one more time before the day of my departure. So,*on June **th*I*called*cheap tickets again to*reconfirmed*my*flight.*The*agent*told*me*that*everything was*okay*and*that*the*flight*from JFK*was*on*schedule.****On June **th I went online, printed out my*itinerary which showed my flight departing from JFK’s terminal * on June **, **** at *:**pm.*I gave my apartment keys to my new tenant and took a cab to JFK.*Upon my*arrival*I*was met*by two airport guards*staff*at the terminal * where Iceland Air has its desks. The guards asked me which flight I was taking? I*told*them that*I*was flying with*Iceland Air at *:** pm.*They both laughed at me.*Shocked by their strange behavior I asked them why they were laughing?*They*said,*because there is not*flight*with*Iceland air*from this*airport!**I*showed*them*my*itinerary with*my*flight information.*They*said, you must*have*been*tricked.*This ticket is*probably*is*a*scam because Iceland Air has not operated from this airport in*the past few months!*I*asked*them to*let*me*go*inside the*airport*to*make a phone call.*They*said, we cannot*let*you in.*Only passengers that fly with British airways*are allowed*inside the building.**I got immediately on the phone with*an*agent*from*Cheapticket*and explained my surreal situation.*He*said that he could see on his computer that the*flight*has been rescheduled*to July **th.*After a long conversation he told me that he couldn't do*anything other*than writing a report about my situation and delivering it to the*so-called*“high level support”.****I even tried to call Iceland Air directly from the airport to see if they could put me on the British Airways flight that was departing from JFK*at the time, but yet again I*was connected*to a long voice message that didn’t give me any option to talk to a human being. Since I didn’t have a home to return to and had to go to Sweden beach of a sick father, I*bough*a brand-new ticket from Births airways right at their desk in the*amount*of $*,***.**. As I was waiting at the*gate, I*received*a*phone call*from*the*same agent*(from*Cheap tickets) whom I had been on the phone with.*He told me to call the agency from Stockholm to get a refund for both my flights.*Because it was Cheap tickets that had failed to*inform*me about the new cancellation and change of flights in time.***Once in Stockholm I called cheap tickets and got in touch with the same agent. He put me in touch with another person from the “high level support”team. I talked to this new*lady*for another hour explain all of this! She said that she would make a note to the report and that they would get back to me within the next ** hours.***Finally I received an email from Cheaptickets.com saying that Iceland Air is not taking any responsibility and their not giving me a refund but only a flight credit!***I believe that both Iceland Air and Cheaptickets.com have mishandled this situation profoundly. Not only they failed to*tell*me about the last cancellation* change that they had done on the SAME DAY as my flight was leaving New York. But*the*simple fact that there had not been any flights with Iceland Air from that airport since March **** shows that this entire ticket sale was a scam!

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American Airlines

Problem With a Flight issue
Reported by GetHuman5021022
Jul 2nd, 2020 - 2 years ago
Not resolved
Seen by 17 customers so far
Similar issue to 3926 others
0 customers following this


GetHuman5021022 started working on this issue
Jul 2nd, 2020 11:55am
GetHuman5021022 indicated the issue is not fixed yet.
Jul 2nd, 2020 8:47pm

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