Urgent problem, return ticket, no outbound flight

Tinuel

Incapuppy wrote: »

1500 USD is a huge amount of money. If you were categorically advised via phone that your proposal of ditching the outbound but using the return ticket was acceptable then I would hope that the calls may have been recorded and you can use that as proof (I would think you could track the date/time of calls from a phone bill?)

Yes, you are right, I can track the phone call. Because they are being so inflexible, I will gather all this information (medical, phone records, etc) and write a letter to their head of customer services asking for a refund. I will not let this go away. Just got off the phone with AA here, even to change my ticket a cheaper flight, they are still looking to charge me 500 USD for my change plus 1200 USD for my daughter. They are refusing to waive any charges, wow, AA never again... I told them that this is no adult, this is a 7 year old, starting school on Monday.

Incapuppy

Just grasping at straws here... you say your daughter came out on a later flight with your mother? Was it a one-way or return ticket she travelled on? If it was a return ticket (for which you didn't intend to use the return) is that return still valid? If so, could she either travel back with your mother or might you get a flight with that airline at a cheaper price than AA are currently quoting to purchase a new ticket for your daughter.

Alternatively, are there any other airlines on which you could both buy new either one-way or return tickets (ditching the return) that would jointly cost less than $1500 (just thinking of ways to minimise your expenditure at this point)

Voyager2002

Incapuppy wrote: »

Alternatively, are there any other airlines on which you could both buy new either one-way or return tickets (ditching the return) that would jointly cost less than $1500 (just thinking of ways to minimise your expenditure at this point)

Just to emphasise that return tickets for both of you from the USA back to 'Blighty' might cost less than one-way ones.

Caz3121

might be worth posting on here http://www.flyertalk.com/forum/american-aadvantage-445/ as some people may have some ideas

Tinuel

Late update....
I drove to the AA desk at the airport, it started on the wrong foot with them assuming that I was lying about my daughter not making the flight outbound. I hear all sorts of stories everyday, he told me with a very rude manner. After talking to a manager, he called London but the person I spoke to at Heathrow was gone for the day.
After a tense words exchange, they offered me a ticket for my daugther in the value of $1012 USD. No fees, charges added. I argued that the fairest thing would be to charge me for the ticket at the price when I first called them, but they were very rude. Kept asking if I could afford it, how I got there if I could not afford it and all sort of stuff. Do not want to generalise, but some of the AA staff are plain rude and deserve customer service preparation.
I have been looking at tickets for both of us and it costs more than that. I will bite the bullet and fly with them back home, but will take this further once I land in Europe. Their customer relations department will hear from me soon...
I will keep you guys posted.

littlereddevil

When I buy scheduled flight tickets it always says if i don't use the outgoing part the return will be cancelled

Voyager2002

littlereddevil wrote: »

When I buy scheduled flight tickets it always says if i don't use the outgoing part the return will be cancelled

Indeed, this is standard practice. But if someone at AA in London advised the OP differently, then has a valid complaint.

Tinuel

littlereddevil wrote: »

When I buy scheduled flight tickets it always says if i don't use the outgoing part the return will be cancelled

Yes, you are right, but I called them and walked over to their desks at Heathrow to inform them. That's the main point of my complaint, there was negligence on their part, I told them that she was sick.
They could have re-issued the ticket on the spot and I would pay the difference. Like I told them, I did not object paying, but to be charged $1500 USD when I could have paid $600 USD when I first told them, it's a massive difference....
Their calls are recorded so they will be able to listen to the call made to them on the 20th. I will press for a refund.

Incapuppy

Tinuel wrote: »

but I called them and walked over to their desks at Heathrow to inform them. .

I'm sorry, but I really have to ask you this again: Did you call them twice and see them in person once to query the situation and you actually received, on each occasion categoric assurances that it would be ok for your daughter to return to the UK on the return portion of the ticket if she did not use the outbound portion of the same ticket?

The reason I am asking you this again is that all you seem to have answered in response to this question previously is that you 'informed them' that your daughter was ill and would not make the outbound flight.

In my mind there is a difference between the two scenarios. Sorry of this sounds as if I am being picky but I am trying to help you to help yourself sort this out.

never_enough

Incapuppy wrote: »

I'm sorry, but I really have to ask you this again: Did you call them twice and see them in person once to query the situation and you actually received, on each occasion categoric assurances that it would be ok for your daughter to return to the UK on the return portion of the ticket if she did not use the outbound portion of the same ticket?

The reason I am asking you this again is that all you seem to have answered in response to this question previously is that you 'informed them' that your daughter was ill and would not make the outbound flight.

In my mind there is a difference between the two scenarios. Sorry of this sounds as if I am being picky but I am trying to help you to help yourself sort this out.

I have always read/been told that the return flight is cancelled if the outward portion isnt used so I'm bemused by the AA response.

Have to agree with previous post. You do need to get straight in your head exactly what was said. Did you specifically mention that your daughter would be coming along on another flight with your mother? If not then it is entirely fair that AA would assume that as your daughter did not make the outward flight there is no reason to assume she would be in the States to make the return flight. [so they wouldn't need to explain that the return portion of her ticket would be invalid]