DEAR TRAVEL TROUBLESHOOTER: Last 12 months, I booked a flight from Seattle to Miami on American Airlines. The flight was an overnight flight departing at 12:39 am. This itinerary was ideal for me since I work late and didn't want my trip to disrupt my schedule.
Before my flight, I received an email informing me that my flight time had modified and I might not be leaving until 10:15 p.m. I used to be unable to make that flight because I needed to work late that evening.
I called American and a representative told me that she couldn’t give me a refund since the schedule change took lower than 4 hours. She said I needed to request a refund online and canceled my ticket.
I requested a refund online and received an email per week later saying my refund was denied attributable to American's policy and since I purchased a reduction ticket.
I called American again and spoke to a supervisor. She wouldn't even give me a flight credit for future use. She did, nevertheless, offer me the choice to book one other flight at the moment and potentially get my a refund. When I said I had no known travel plans, she suggested I call back once I was ready and someone might give you the chance to assist me. But she couldn't promise anything.
American told me to cancel my ticket and request a refund. Then my request for a refund was denied. I consider this a fraudulent business practice. Can you help me get a refund?
ANSWER: When an airline changes its flight schedule, it should give you a full refund, no questions asked. But American Airlines is correct: It reserves the suitable to vary its flight schedule by as much as 4 hours without refunding your money.
The delay required for a refund varies by airline, but in the event you are flying throughout the European Union, the usual delay is 2 hours, in accordance with European consumer protection rules for airlines.
Your situation was just a little different. You had spoken to an American Airlines representative who told you that each one you needed to do was request a refund, and she or he canceled your ticket. The representative must have told you that even in the event you requested a refund, there was no way you’ll get your a refund.
I imagine that is on American's part. If an worker suggested a refund, you may reasonably expect to get your a refund. And besides, a supervisor also suggested you can get a credit. Even if it's a misunderstanding, American might provide you with a credit on your ticket as a gesture of goodwill.
A fast, polite email to one among American Airlines' senior contacts might need helped. I post their names, phone numbers, and emails on my consumer protection website. Elliott.org.
I contacted American in your behalf. To be clear, American had no obligation to take any motion under their policy. But I feel a refund would have been the suitable thing to do in your circumstances.
American Airlines has agreed to refund your ticket.
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