[Ron Munson]

:

In January 2011 I booked a trip for my wife and myself through American Airlines to Vancouver, British Columbia using reward miles in anticipation of an extensive train vacation package aboard the Rocky Mountaineer, commencing on May 26, 2011. The travel was to begin at 7:10 AM on Wednesday May 25. I booked an early departure to assure as we would reach Vancouver before our tour began on May 26 at 10 AM. I reconfirmed this via telecom with AA on May 21.

At 2:28 Am on May 25 I received a phone call from AA informing us our flight had been cancelled and rebooked for Thursday Afternoon. As this was totally unacceptable (our train tour was very expensive and non-refundable), I immediately spoke with an AA representative. She was very uncooperative and not helpful at all. I even ask if we fly instead to Seattle or Portland to allow us to ground transit to Vancouver. I told her I was even willing to buy a ticket. She said she could not help us.

Using the Internet I was able to find a flight to Portland Oregon on Southwest Airlines and secure a rental car. However, because of the “last minute nature” of these arrangements the cost was very expensive, airfare $1028.20, rental car $359.72, and certainly not within our trip budget. We were able to make our tour connection with this new accomodation.

I believe AA is responsible for these added expenses. I am unclear as to why this cancellation was necessary. I have been told both weather and mechanical issues from various AA employees. I really do not care- it cost me a lot of money. Regardless of the cause I believe your agent who I spoke with at 2:30 Am on May 25 could have done a better job of assisting us. She really did not care and was unwilling to help us at all. I am also upset with the last minute notification. I am a business traveler and understand that cancellations happen, but am used to good customer service to help alleviate the uncertainties of air travel. AA failed miserably in this respect.

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