Refund refused after told by rep I'd get one!

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Nov 14, 2017
I purchased a last minute ticket to fly to Daytona from Washington, DC on Friday October 27th, a few hours before the flight left. I bought this ticket to urgently see a close friend in the hospital who was dying and subsequently did die 2 days later. A friend offered to drive me home on Sunday so I called AA Saturday morning to see if I could get the second portion of my ticket refunded before I agreed to sit in a car for 8 hours. I was told by an AA representative that I would indeed be eligible for a refund since it was requested within 24 hours of purchasing the initial ticket. I asked them how much, they said we can't tell you exactly, just wait 5-7 business days and you will get the refund to the card you used to purchase it. I asked for a confirmation number and was told there was no such thing. I asked if there were any additional steps I needed to take to get the refund and was told no.

Fastforward to 11/7/14. I called the automated system and was told there was no refund in process. I spoke to a reservations specialist who told me I was ineligible for a refund because "I took the first part of the flight". I explained the situation and she was less than helpful. I asked to speak to a supervisor, named Char in reservations. She was borderline rude, had no empathy for my situation and told me to contact customer relations, which I have. I have yet to receive a response. (reference # 1-XXXXXXX)

Ticket number is XXXXXXXXX

What's your desired resolution? I would like to have what the initial AA representative told me I would receive. It is not my responsibility to know AA policy. This is not my mistake to own, its their mistake to own.

I did not take a comfortable, fast flight home that would have allowed me to stay almost a full day later with the grieving family due to what I was told. I wanted to save money so I sat in a car for 8 hours...with the expectation I would be receiving about $400 as a credit back to my card.

What's the value of your claim (in US $)? 450.00

Date of transaction/travel date: 2017-10-27
Last edited by a moderator:

Neil Maley

Staff Member
Dec 27, 2014
New York
Was $450 the full price of the ticket? You are only entitled to the portion of the ticket you didn't take LESS a cancellation fee. With the cancellation fee taken into account- you might not get anything back.

We have company contacts on top of our page. Get the contacts for this company and write to the customer service email address.

Give them a week to reply. If they don't respond or refuse to help, write to the first executive shown. Tell him/her that Customer Service wasn't able to help or didn't reply. Give the executive a week to reply. If necessary, repeat weekly going up the chain of Executives one at a time. If you get all the Executives with no help, come back here and let us know and we'll
Tell you the next step. Make sure you keep all the emails as you'll need to forward them to the writers if they need to get involved.

Good luck and let us know what happens.
Apr 10, 2017
My condolences for the loss of your friend. As for requesting the partial refund within the 24 hour window I don't believe that applies in this situation. His flight wasn't at least 2 days from departure at the time of purchase. Others can correct me if I'm wrong.


Verified Member
Dec 26, 2014
San Francisco
I'm so sorry that your friend died, Farrah, but glad you were able to get there in time. Airline agents are known for telling you anything to get you to move on, whether in person or by phone. There are so many variables and rules and procedures at an airline that it's almost impossible for anyone to keep up with it all.

I think there's a slight possibility of a refund for you. As Neil outlines, compose a concise, polite email to customer service, asking them for a credit toward a future flight and a waiver of the change fee. If there's no response in two weeks, or you don't like what you hear, escalate your request using our Company Contacts. Submit your letter to each executive up the chain, waiting a week between submissions. Hopefully an executive will be sympathetic and grant your request.

Remember that you are asking for a favor, an exception to their rules. Your job is to make the person reading your letter want to help you. Good luck and please let us know the outcome.
Likes: Neil Maley