• Report: #868418
Complaint Review:


  • Submitted: Fri, April 13, 2012
  • Updated: Fri, April 13, 2012

  • Reported By: Steve — Troy Illinois United States of America
Internet United States of America

AAdvantage American Airlines rude customer service, provided false information, now I'm out 20,000 miles and they couldn't care less, Internet

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On December 12th, I went through AAdvantage to redeem 19,700 airline miles towards a 2 night hotel stay in Chicago for December 28th and 29th so that my girlfriend and I could visit the city.

Unfortunately my girlfriend's older brother passed away, and we could no longer attend due to funeral.  On December 24th, I cancelled my Amtrak train tickets, and then called AAdvantage to call regarding my hotel.  I spoke with a man named Jonathan, and I explained the situation to ask what my options were.  He told me that the only thing I could do was cancel.

I then called the hotel to ask if they could do anything, and they said it was already showing as cancelled in their system, and that since it was done through a 3rd party, they couldn't do anything.

I called AAdvantage back to again ask if anything could be done.  I spoke to a friendly man named Skyler who said that since I was calling in advance, I'd have the option to pick different dates for a fee of $35.  I was glad to hear about the option, and stunned that Jonathan hadn't provided it when I asked him what could be done.

I proceeded to tell Skylar that I would like to reschedule, and he began to look at the system.  He then told me that unfortunately since I had called to cancel my hotel stay, that there was nothing he could do.  I didn't call to cancel, I called to see what my options were - and cancellation was the only option presented.  Skylar said he would have Jonathan call me back within 30 minutes as he was a supervisor.

Jonathan never called.  On December 26th, I called again, and spoke to a rude woman (can't recall the name) who told me I could send a complaint.

I mailed a complaint to their office, and also opened a complaint with the Fort Worth, Texas BBB.  The BBB complaint went nowhere, and it was closed as resolved.  I wasn't given the option to say it had been resolved, I'm sure it was something on the Aadvantage side after I had been sent an email from a customer service specialist saying there was nothing they could do.

Through the entire experience, I was astounded by the fact that I had only been given the option to reschedule after they cancelled my hotel stay - and that at that point they claimed that it was too late.  I could not believe that there was no one in their organization that would admit that they messed up, and take steps resolve the situation.

I realize that this occurred months ago - its just that today I noticed some American Airlines junk mail and it set me off again.

This report was posted on Ripoff Report on 04/13/2012 08:11 PM and is a permanent record located here: http://www.ripoffreport.com/reports/aadvantage/internet/aadvantage-american-airlines-rude-customer-service-provided-false-information-now-im-ou-868418. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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