2 fridays ago it snowed. I called AAs 800 number and as of 7am it was indicating that my 9:30am flight was still on time. I logically knew that that flight could not be leaving on time and also that I couldn't get there at that time - their system was messed up.
Long story short - didn't make it, flight was delayed 6 hours, requested a refund and instead got this pleasant reponse from them:
Thank you for your email. Normally we use a sophisticated computer system to provide
accurate flight information. When irregularities develop, however, manual updates are
necessary by personnel at various locations. Sometimes there can be delays in
updating pertinent information when flights are affected by unexpected air traffic,
weather or other operational problems.
Your flight was not departing at 9:30 a.m. as the departure time was changed to 10:30
a.m. You were not only sent a schedule change notice about flight 1508 to Chicago
when the departure time changed to 10:30am, you also contacted our office about the
change and you were advised to contact our reservation personnel. I regret any
confusion in this matter.
Nevertheless, in order for us to be able to continue to offer deeply discounted fares
during these difficult economic times, limiting some of the flexibility associated
with discounted tickets has become all the more necessary. At the same time, instead
of not allowing any changes at all to nonrefundable tickets issued on/after August 30,
2002 for travel on/after October 1, 2002, changes can still be made prior to the
departure date of the ticket (changes subject to certain restrictions and fees). If
changes aren't made in accordance with this policy, the ticket will have no value.
I'm sorry you were unaware of this change in policy. We made certain this issue was
well-publicized via the media. Unfortunately, I must respectfully decline your
request for a refund. We are making no exceptions in this regard.
Again, thank you for contacting us about this issue. We hope to have our customers'
understanding and continued loyalty as we move forward in our return to profitability.
This is a "post-only" email response. Please don't click "reply"; such messages won't
be immediately directed back to me. If you'd like to contact us again, please do so
via http://www.aa.com/customerrelations/, and we'll be back with you as soon as
possible.
More Room Throughout Coach, only on American Airlines
Sincerely,
P. Barnholdt
Customer Relations
American Airlines
Long story short - didn't make it, flight was delayed 6 hours, requested a refund and instead got this pleasant reponse from them:
Thank you for your email. Normally we use a sophisticated computer system to provide
accurate flight information. When irregularities develop, however, manual updates are
necessary by personnel at various locations. Sometimes there can be delays in
updating pertinent information when flights are affected by unexpected air traffic,
weather or other operational problems.
Your flight was not departing at 9:30 a.m. as the departure time was changed to 10:30
a.m. You were not only sent a schedule change notice about flight 1508 to Chicago
when the departure time changed to 10:30am, you also contacted our office about the
change and you were advised to contact our reservation personnel. I regret any
confusion in this matter.
Nevertheless, in order for us to be able to continue to offer deeply discounted fares
during these difficult economic times, limiting some of the flexibility associated
with discounted tickets has become all the more necessary. At the same time, instead
of not allowing any changes at all to nonrefundable tickets issued on/after August 30,
2002 for travel on/after October 1, 2002, changes can still be made prior to the
departure date of the ticket (changes subject to certain restrictions and fees). If
changes aren't made in accordance with this policy, the ticket will have no value.
I'm sorry you were unaware of this change in policy. We made certain this issue was
well-publicized via the media. Unfortunately, I must respectfully decline your
request for a refund. We are making no exceptions in this regard.
Again, thank you for contacting us about this issue. We hope to have our customers'
understanding and continued loyalty as we move forward in our return to profitability.
This is a "post-only" email response. Please don't click "reply"; such messages won't
be immediately directed back to me. If you'd like to contact us again, please do so
via http://www.aa.com/customerrelations/, and we'll be back with you as soon as
possible.
More Room Throughout Coach, only on American Airlines
Sincerely,
P. Barnholdt
Customer Relations
American Airlines
