111op

I've been trying to get AA to refund a $150 change fee as I made my change within 24 hours, as they said they would not charge when they made the change. It was all noted in my record locator. I've talked to a number of different agents and they all said the same. A few helpful ones tried to connect me to various desks; one said she sent an internal message to the refunds desk.

I tried to call the refunds number but it always switched to voicemail.

I sent AA a message via their online form. It was acknowledged, but I never heard back.

It's been almost a month. They overcharged the fare difference as well initially, but they refunded that overcharge quite quickly.

How can I get them to refund the $150? I'm tired of talking to different agents, explaining the same story over and over. I guess a credit card dispute is now the best way?

Thanks!

111op

Sorry I miswrote. The refunds line always disconnected after spewing the standard message that they were too busy and to call back. But of course it never mattered what time I called. I got the same message over and over.

joannay

I suggest you compose a concise letter and send it with return receipt requested to the manager of your choice from this list:
http://www.aa.com/i18n/amrcorp/corpo.../structure.jsp

You might also contact one of the consumer affairs boggers who specialize in air travel such as Christopher Elliott: http://www.elliott.org/

sf7307

I suggest you contact your credit card company immediately -- they'll resolve it quickly (since it definitely sounds like you're entitled to the credit).

kybourbon

I don't fly AA, but Delta has a Twitter that gets fast response ( http://twitter.com/DeltaAssist ). Have you checked Flyertalk?

111op

Thanks. Of course after I posted all this the refund showed up. Maybe they read Fodor's! What a frustrating experience. Thanks again everyone!

sf7307

Glad it worked out.