• Report: #1064880
Complaint Review:

American Airlines

  • Submitted: Sat, July 06, 2013
  • Updated: Sat, July 06, 2013

  • Reported By: xseanyang — Santa Clara California
American Airlines
PO BOX 619612, DFW Airport, Texas USA

American Airlines American Airlines Deceptive Booking Process DFW Airport Texas

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American Airlines is refusing to hear customers' complaints, and I am requesting arbitration as the next step.


To Whom It May Concern:

I am requesting a refund minus a reasonable cancelation fee for the ticket I purchased on June 8 (Record Locator: OWRCML / Ticket #: 0012379818076) due to American Airlines’ false advertising and accusation.

 I purchased the ticket on June 8 directly with American Airlines with the understanding that all bookings done directly with the airlines are refundable tickets. During the booking process online, there was no conspicuous indication that the ticket was non-refundable.

I canceled the reservation around June 18 because I have a conflict with a company training at that time, and I will not continue the trip. After the ticket is canceled, there was no confirmation whatsoever. When I inquired about the status on July 3, I was advised by an apathetic agent that it is non-refundable. The agent could not tell me exactly where it said non-refundable during the booking process; she just said, “it is there.” This is highly misleading, and it is as if American Airlines does not want to tell its customers they are booking a non-refundable ticket during the online booking process.

A second agent I talked to advised me that I can use the value of the ticket (minus the so-called change fee) to purchase another ticket, and I responded that what prevents me to purchase another refundable domestic ticket, cancel that ticket, and request a cash refund, assuming I am willing to take another preposterous change fee. He had no response after that.

To add insult to the injury, I received a response from Pat Reeves on July 5 accusing me to “knowingly take a risk that unforeseen circumstances might make their plans unfeasible.” It was highly upsetting, and I responded that I did not knowingly take a risk to book a non-refundable ticket. I was not aware it was a non-refundable ticket in the first place. Had I known I was booking a non-refundable ticket (that is, if American Airlines have proper control in place prominently indicating it’s non-refundable), I would not have booked the trip with American Airlines. I have attached the communication with this letter in Attachment 1.

As a result, I am requesting a refund minus a reasonable cancelation fee because American Airlines’ misleading and malicious practice in order to generate more revenue, plus falsely accusing me to knowingly defraud American Airlines.


Sean Yang



This report was posted on Ripoff Report on 07/06/2013 12:21 PM and is a permanent record located here: http://www.ripoffreport.com/reports/american-airlines/dfw-airport-texas-75261/american-airlines-american-airlines-deceptive-booking-process-dfw-airport-texas-1064880. 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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