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Customer Service
Horrible experience with AA customer service and customer relations

 
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Old Apr 12, 2016, 5:08 AM
hkv hkv is offline
 
Join Date: Apr 2016
Posts: 1

I had to cancel an expensive ticket with AA with one of their representatives on phone. I was supposed to get $2.5K+ travel voucher after they deducted $450 change fee. However I didn't receive anything for over a month. So I called them again and was told that the representatives couldn't do anything since the voucher must have been lost and I was asked to write to customer relations on their website. Can a company as large as AA be stupid to send a $2.5K+ voucher without signature confirmation or even a tracking number?

Regardless, I contacted their customer relations and the only good thing about the process is that you get an automated response saying that they received your message. After 20 days from my contacting them I received an email saying that they had forwarded the case to their accounts/refunds department - no case number was provided nor an email address to respond to the customer relations response. There was a postal address and a phone number for their Passenger Refunds department. I called them and was told that everything was in place and I would need to call to book my ticket with the voucher and was given an expiration date.

I finalized the ticket I was going to buy with the voucher and called them around 10 days before the expiration date. They said that they couldn't do anything and I need to contact customer relations again. I did that asking them to take care of things before the expiration so that I don't need to waste my time talking about yet another issue. I did attach the response I had received from them about 10 months ago.

I received a call from one of their CSRs, which I didn't pick up since it was coming from an unknown number (without a caller ID). The CSR left me a voicemail and said that they were going to send me a voucher after deducting another $200 since the voucher had technically expired. Again I was not left a number to call back on or an email address. And of course I haven't seen the voucher reach my email inbox after over 2 weeks from the date of the voicemail. Maybe they would now claim that the email has been lost.

I have written to them again but am not hopeful for getting this resolved without pursuing some legal process. I hope I never have to deal with them again. I wish I hadn't booked the original ticket with them, hopefully other Airlines would at least be reachable.
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customer, fee, relations, unreachable, voucher


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