Old Dec 23, 2011, 4:38 PM
Lalaldyrouge Lalaldyrouge is offline
Join Date: Dec 2011
Posts: 1
Exclamation AA Gift Card SUCKS My son is standed!!!

I purchased a flight for my son on November 26th, 2011 with AA gift cards and was sent a Itinerary that said "Purchased". On December 12th, 2011 he was directly sent an email with his Itinerary and a note that said "thank you for choosing American Airlines". When he arrived at the airport he was told his flight was not valid. AA claimed they sent an email letting us know we had seven days to contact them that the pin number we used was incorrect. I called AA Reservations from the airport and was told I could provide pin number or pay for the flight. I reside in New Orleans, La and had driven him 6 hours to catch this flight. I explained to him I did not have access to the pin number or the funds to purchase another ticket. I did not argue with the AA representative because I did not have access to my email account. Once I returned to my daughter's and gain access, it was confirmed that AA had NEVER sent an email letting us know there was an issue. I contacted reservations and was connected with what had to be the worse customer service individual I had ever encountered in my 50 plus years. He told me I should have followed up on my ticket prior to today. I never had a reason to follow up, we had two emails confirming his flight.

How on earth AA can operate under these standards are beyond me. I am now waiting for manager form AA to contact me via phone. I would like to know how many times they use this tactic with customers who use AA gift cards???

My son's grandfather is dying and this was their last Christmas together. Thanks American Airlines, I will NEVER forgive you for this!!!!
Old Dec 27, 2011, 6:55 AM
chriscolombo chriscolombo is offline
Join Date: Dec 2011
Posts: 19
Default The Customer Is Not Always Right

Did you ask which email address American sent the notification to? Did you ask American for a hard copy of the e-mail? If they can not provide you with this information, your case might be legitimate. However, since you did not have the PIN with you (which is unfortunate), it is incumbent upon you to prove American never notified you. While I empathize with you in not having the funds to purchase a new ticket (who does these days), the use of gift cards are specific to the PIN. Provide an incorrect PIN, and the airline is not responsible for anything. They don't even have to provide you with a courtesy e-mail saying you used the incorrect PIN. Although you can blame American airlines, the responsibility lies on your shoulders in this case. You should ALWAYS use the correct PIN when using travel vouchers.
Old Dec 27, 2011, 9:01 AM
jimworcs jimworcs is offline
Join Date: Jan 2008
Location: Shropshire, England
Posts: 3,197

What the hell kind of system does AA have which sends a confirmation email to a customer, when they have used the wrong pin. Something doesn't add up here.... that is just ridiculous.

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