CrAAppy Experience: Cancelling AA Flights Booked on Amex Travel
Cancelling an AA flight booked through Amex travel (Paid with Points)
Amex Chat Automated Assistant:
I see you have this booking. (Here it showed my flight details.)
One moment while I look into this.
If you cancel this flight now, you’ll get a total credit of $774.01 to use with us for future flights on American Airlines.
If there is more than one traveler, the amount is divided among each traveler on your itinerary and each traveler will receive their own credit.
Should I cancel your flight?
So I selected the “Contact an agent” option
Amex Chat Automated Assistant:
The quickest way to get your question answered is to give us a call. Agents can be reached for further assistance at: 1-800-297-2977 (or outside the US at: 1-312-980-7807).
Amex Travel Phone Call Details
There was pretty much no wait, the rep answered after about a minute wait. After confirming my account details, I explained that my flight was changed by an hour departure time and over an hour for the arrival time and I wanted to get a complete refund for the cancellation rather than the AA travel credit. He asked to put me on hold so that he could call AA and find out what my options were. He came back to let me know that AA had a bit of wait and he'd have to put me on hold for 10 minutes. After about a 15 minute wait came back on to let me know that AA's policy was that regularly only flights with a 90 minute delay or more were eligible and that even the applicable Covid 19 Policy which applied here was for flights OVER an hour- so the one hour change from 10-9 am would not qualify since it was only one hour- not more than an hour. I asked if he asked about the arrival time since it changed from 1:18 pm to 11:54 am. Now, I'm no mathematical genius but I'm pretty sure that's 84 minutes.
This is where the call gets pretty obnoxious, he says I'm sorry but it doesn't qualify, the agent was absolutely sure. I insisted that he go back to the agent and check that to make sure they knew. Well, I guess he hung up with them since he took a minute and then in his most exasperated voice possible let me know he'd have to call them back.
I waited for about 12-13 minutes for him to come back on the line and immediately apologize for the miscommunication since this agent was able to confirm that the 84 minute schedule change did in fact qualify my ticket for a complete refund.
Look, I understand that people are exhausted and confused and that things are changing by the minute, but what I can't excuse is the fact that AA and Amex both found it easier to inconvenience a customer than do a little work to confirm the policies and try to help a girl out. This anti-customer mentality is disappointing but I've gotten used to it with both companies. So my advice to you? Read the policies (link here
) in depth before you call and don't be afraid to be a pain in the butt if you don't like the answer you get. Last, since the waiver would be available until the flight date, I would have waited until right before my flight to see if the airline changed anything to give myself a better chance at a cancellation.