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CB Airlines and Air Travel American Airlines Complaints #102-121
American Airlines

American Airlines review: Unethical separation of a flight credit into two separate credits requiring purchase of an additional flight

T
Author of the review
4:32 pm UTC
Verified customer This complaint was posted by a verified customer. Learn more

I had purchased 3 tickets ($156.79 each) for my family for an April 9, 2020 flight that had to be canceled due to the COVID-19 pandemic. AA denied my request for a simple refund of our payment, and assured us that we would have the total credit to be use in any we want. They ended up separating the credits into each of separately, requiring all 3 of us to have to fly again. In addition, they separated my husband and my credits into a "flight credit" of $138.40 and a "trip credit" of $18.39 - in each of our accounts. Those two credits CANNOT be used together - they must each be used on separate flights! So, AA is trying to get us to buy 4 separate flights, from the credit of one original flight. After 4 back & forth requests through their online messaging system where they would take 2-3 days to respond, they finally acquiesce to convert my husband's and minor daughter's credits into eVouchers which can be used together. For some unknown reason, they are refusing to change my credits into eVouchers too, thus requiring that I have to purchase two separate flights for myself into to use the separated portions of my credits. I want to use up the credits in all 3 of our accounts for an upcoming flight for my husband and I, but I cannot do that without having to pay extra - even though there is enough to cover our flights with the credits from that one canceled flight. My daughter cannot fly because she has an underlying health condition and is not old enough to receive the COVID vaccine. AA is trying to gouge customers of more money during the the COVID pandemic. I plan on reporting them to the DOT and my state's attorney general for this unfair and unethical practice.

Desired outcome: That AA either refund our money or change all our credits into eVouchers

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