American Airlines Complaint - Double charge for same seat tickets
4255 AMON CARTER BLVD MD 2400, TEXAS -- I purchased tickets to fly from Wisconsin to Texas (Nov.2-Nov.9)back in July of this year. Three days before my flight a family member offered to pick me up in Dallas (my layover destination) instead of in Austin so that we could have time to drive north to Oklahoma City and spend 2 days visiting with my 86 year old grandmother. This was especially exciting since I was traveling (alone) with my 4 year old son. I knew she would be excited about getting to see one of her great-grandchildren.
When I arrived at the airport I politely let the ticket clerk know that we were not continuing all the way to our original destination, but that there was no change to the return flights. She stated that I would have to pay a change fee of $100 to $150 per ticket since we were not continuing on to our original destination and although I was shocked and argued that I did not understand why this was an issue for them I conceded so that we could still get on our original flight.
Then, when the check-in clerk was entering the information into her computer she then told me that, actually, it was going to $576 per ticket instead of the originally quoted $100-150 per ticket. When I asked her to explain why the increase in price she said that I was now having to purchase a completely new itinerary showing that we were getting off in Dallas and that tickets purchased 'same-day' as travel are a lot more expensive. I was furious, but still acted in a polite manner hoping to find some sort of compromise in this matter.
After 10 minutes of polite arguing my young son and I had less than 30 minutes to get on our flight and when I asked to speak to someone else in customer service I was told that no one was currently available and that I had no choice, but to pay the additional $1152.80 in order to board our flight that day.
I agreed and said that I would be dealing with the airline's customer service as soon as we landed to clear up this issue. I truly belied that I would be able to discuss this with someone. However, it seems as though I should have stayed, missed my flight and missed the chance to see my grandmother so that I could stand in person and somehow throw a fit in person. I do not do things like that very well, as I feel like it's important to try the rational way first.
After multiple phone calls to a variety of customer service reps and their supervisor the only explanation I have received is that I changed the itinerary so I had to purchase new tickets. My problem is that I know of other examples in which people have done the same thing and have only been charged the $150 per ticket. I feel like I was taken advantage of and asked to pay an obscene amount of money (including the original $600 I paid for the tickets in July).
I have been very polite and courteous and have tried everything within my means to explain that this is terrible customer service on their part. I have also written letters to Gerard Arpey and the customer service department showing copies of all of my information.
In addition to all of this on our 2 hour flight from WI to TX we were originally signed seats 14B and 14C. They were even printed on our new itinerary, however, on our paper boarding passes it said seats 18B and 18C, which ended up being the last row of seats right next to the on board bathroom. I do believe there is a possibility that for some reason they shuffled the seats around, but part of me feels like this was an intentional move done by the check-in ticket clerk. It does not make sense that the seats printed on the new itinerary would be different from the boarding passes---printed at the same time.
I am still looking for a resolution to this problem and am looking for help in my effort to move to plan B. I now regret not staying at the check-in counter and working this out before we flew. It is just so difficult to travel alone with children that I didn't think it would work to stay and miss our flight.
If you or anyone has any additional suggestions I would be grateful to hear them. Thank you for your time!