American airlines ticket expiring help

[infobleep]

I don't know what my chances will be but I have an issue with some flight credit expiring form American Airlines and misunderstanding their terms. Does the following e-mail seem reasonable?

I have a flight credit, [ticket number removed], which expires today.

When I was on your Web Site looking up the details and clicked on the link for how to redeem, it took me to the top of a new page and I read the terms and conditions for Trip credit.

I am dyslexic and I hadn't realised that below this was the details for Flight Credit. The link I clicked on did not take me to the flight credit section, as I would have expected it to and it was not visible in my browser at this point, so I read the trip credit terms and conditions and believed those applied. Those made no reference to having to take your first flight within 1 year of the credit expiring, so I thought I could use the credit within the 1 year but travel outside of that time period.

For example I was looking to book from 11 June to 17th June 2023 but book the fight today before the credit value expired.

Following a phone call to your bookings department and having since read the flight credit details, I read that "Travel must begin 1 year from the date of issue". This isn't listed in the terms and conditions section but just above it. The terms and conditions state "Flight Credit is valid for 1 year from the date the ticket was issued. We will not extend or reissue past the expiration date. Invalid or expired Flight Credit will not be honored."

Is there anything that could be done regarding this, as a gesture of good will. I do appreciate I made a mistake but I felt your the way the information was presented and the fact I am dyslexic, led me to take the incorrect actions that I did.

Kind regards

Thanks for any help. It is appreciated.

 

[Tetchytyke]

I don’t know the answer. My experience is that I suspect you’ll get more help posting this at Flyertalk, there’s some knowledgeable people on there.

 

[Tazi Hupefi]

I'm fairly sure you know what the outcome is going to be, but AA won't do anything to assist with this unfortunately, but you've at least asked the question. For AA, it's normally better to talk via Twitter. I wouldn't spend too much time on this beyond what you've already done, it's very common.

 

[infobleep]

Many thanks.

I ended up booking another trip starting today and I will see what happens. I used a re-book option but there was no way I could enter the flight credit ticket number, despite the instructions saying it was possible and how to do it. ?I was within the window to book. So I rang up and got that sorted.

Now I just need to change or cancel the trip and hope the full value changes. I was told there with be no additional change fees when booking the new trip online and I would only need to pay the difference between flights if one is more expensive than the other. No mention of flight credit not being included.

I don't know if this will be a successful route or not.

I know I made a mistake here but the Web Site isn't very friendly to people who are neurodiverse. I'm not saying two wrongs make either right, just reasoning out how it occurred.

-- update --

== Doublepost prevention - post automatically merged: 6 May 2023 ==

I see that the travel credit page was updated yesterday to make it clearer each one has different conditions. Whether that is as a result of what happened to me or just a coincidence I can't say. I had wanted to post screenshots but every time I go to my Google Photos on mobile, this web page keeps getting ready to an earlier version of what I wrote here. I'll post this and see if I can update it.



I doubt there are any laws saying their web page has to my dyslexia friendly or helpful to those with neurodiverse conditions. It's just life.

I decided, in the end, I was just of luck and have to chalk it up as one of life's lessons. In the future, I will have to be more careful. There was nothing in the original cancellation email saying the long I had. The info was only on that page.

I did post on FlyerTalk but I don't know if I'll get any replies.

I did wonder if the consumer rights act would help me in any way. Should this have been more prominent in any way?

 

[Tetchytyke]

I did wonder if the consumer rights act would help me in any way. Should this have been more prominent in any way?

Did you end up with credit because of a Covid cancellation?

 

[infobleep]

Did you end up with credit because of a Covid cancellation?

No it was purely my own choice originally, outside of covid.