Hi All,
I booked the ticket on Aug 5th on AA.com for my family and recommended a friend to join my trip on aa.com, because it advertised was the best fare. I told him to book with aa.comsaying he will receive the best price on your website.He went on and searched in priceline.com within an hr and booked a lower price! I find a price difference and write to AA.com for refund without knowing their price guarantee link. Here is the great response which make be feel like a third rated cheat..
All the best if you deal with AA.
August 9, 2011
American Airlines Has Received Your Request I2011/08-10576-00025-001-0
Dear Mr. Nanjappan:
Thank you for contacting American Airlines. Airfares fluctuate often. Correspondence
via email may slow any resolution that may be forthcoming. For more immediate action
you may call AA.com Web Services.
USA & Canada: 6 a.m. - 2 a.m. CT 1-800-222-2377 option-1
United Kingdom 9 a.m. - 5:30 p.m. GMT M-F 0207-365-0777
Other Regions: 6 a.m. - 2 a.m. CT 1-918-832-1384 (Toll Call)
You may email AA.com Web Services directly from http://www.aa.com. Click on the
"Contact AA" link on the top navigation page. Select "AA.com Web Services" link on
the left side of the page.
Mr. Nanjappan, thanks for choosing AA.com to Plan Your Trip.
Sincerely,
Laura Walton
Customer Relations
American Airlines
American Airlines Has Received Your Request I2011/08-10576-00025-001-0
Dear Mr. Nanjappan:
Thank you for contacting American Airlines. Airfares fluctuate often. Correspondence
via email may slow any resolution that may be forthcoming. For more immediate action
you may call AA.com Web Services.
USA & Canada: 6 a.m. - 2 a.m. CT 1-800-222-2377 option-1
United Kingdom 9 a.m. - 5:30 p.m. GMT M-F 0207-365-0777
Other Regions: 6 a.m. - 2 a.m. CT 1-918-832-1384 (Toll Call)
You may email AA.com Web Services directly from http://www.aa.com. Click on the
"Contact AA" link on the top navigation page. Select "AA.com Web Services" link on
the left side of the page.
Mr. Nanjappan, thanks for choosing AA.com to Plan Your Trip.
Sincerely,
Laura Walton
Customer Relations
American Airlines
No Response for a week.... Find the lowest guarantee link and then I write again.
Confirmation Mail
Dear AA.com Customer,
Thank you for submitting a claim for our Lowest Fare Guarantee
initiative on AA.com.
If our AA.com Customer Service representative is unable to replicate
your requested fare, you will be asked via email to promptly fax or send
as an attachment the following information:
- a screen shot of the competitors web site, showing the identical AA
flights, travel dates and the lower fare showing all taxes and fees
- a screen shot of the Fare Rules & Restrictions page (not to be
confused with the competitor web site's rules and restrictions for site
usage)
You should receive an email response within the next six hours (during
normal business hours) advising the status of your claim. To review the
complete claim form processing procedures in our Terms and Conditions
you may access the following direct URL address:
http://www.aa.com/guarantee
Please wait for a response from the Lowest Fare Guarantee group via
email, as contacting other departments will not speed up the process. If
you have not received a response from us within 24 hours please do not
hesitate to email us again requesting a follow-up.
Thank you for submitting a claim for our Lowest Fare Guarantee
initiative on AA.com.
If our AA.com Customer Service representative is unable to replicate
your requested fare, you will be asked via email to promptly fax or send
as an attachment the following information:
- a screen shot of the competitors web site, showing the identical AA
flights, travel dates and the lower fare showing all taxes and fees
- a screen shot of the Fare Rules & Restrictions page (not to be
confused with the competitor web site's rules and restrictions for site
usage)
You should receive an email response within the next six hours (during
normal business hours) advising the status of your claim. To review the
complete claim form processing procedures in our Terms and Conditions
you may access the following direct URL address:
http://www.aa.com/guarantee
Please wait for a response from the Lowest Fare Guarantee group via
email, as contacting other departments will not speed up the process. If
you have not received a response from us within 24 hours please do not
hesitate to email us again requesting a follow-up.
And its response
Dear Mr. Nanjappan,
American Airlines has received your Lowest Fare Guarantee request.
We regret we were unable to approve your request for the Lowest Fare
Guarantee due to the following reason(s):
The AA.com Lowest Fare Guarantee claim must be submitted by 12 midnight,
Central Time, of the same day you purchased your ticket on AA.com.
Unfortunately, your submittal was received outside the required timeline
(12 mid. CT), which means we are unable to process your claim.
Following is our Lowest Fare Guarantee initiative:
...if you find the exact same flight and itinerary for at least $5 less
on another web site the same day you made your purchase, we'll not only
refund you the difference, we'll also supply you with a $50 promotion
code.
Also, we do not show a previous email for our Lowest Fare Guarantee
claim for your reservation.
To review our Terms and Conditions, you may access the following direct
URL address:
http://www.aa.com/guarantee
For security purposes and to protect privacy, our process does not allow for
replies to this message. If we can assist you further, please let us know by
clicking http://www.aa.com/customerrelations .
American Airlines has received your Lowest Fare Guarantee request.
We regret we were unable to approve your request for the Lowest Fare
Guarantee due to the following reason(s):
The AA.com Lowest Fare Guarantee claim must be submitted by 12 midnight,
Central Time, of the same day you purchased your ticket on AA.com.
Unfortunately, your submittal was received outside the required timeline
(12 mid. CT), which means we are unable to process your claim.
Following is our Lowest Fare Guarantee initiative:
...if you find the exact same flight and itinerary for at least $5 less
on another web site the same day you made your purchase, we'll not only
refund you the difference, we'll also supply you with a $50 promotion
code.
Also, we do not show a previous email for our Lowest Fare Guarantee
claim for your reservation.
To review our Terms and Conditions, you may access the following direct
URL address:
http://www.aa.com/guarantee
For security purposes and to protect privacy, our process does not allow for
replies to this message. If we can assist you further, please let us know by
clicking http://www.aa.com/
My Reply...
Thank you for the reply. Some of the points I want you to consider before declining a refund.
- I booked the ticket on Aug 5th and recommended a friend to join my trip on aa.com, because it was the best fare. I insisted on to book with aa.comsaying he will receive the best price on your website.
- He went on and searched in priceline.com within an hr and booked a lower price! I was stumped and have said him this might be an error.
- As a new user to your website, I didn't know the link which existed to fight the right fare. I wrote to your customer care the same day asking for a refund Please find the response below"American Airlines Has Received Your Request I2011/08-10576-00025-001-0".
- Also I have a provided the link of flight bookings of my friend for the same Itinerary on the same day.
The refund will convince me about the credibility of your claim and also help me to spread the same to my friend.
Thanks,
Karthik N.
Karthik N.
AA's template response.
Dear Mr. Nanjappan,
Thank you for contacting AA.com Web Services.
We deeply regret your dissatisfaction with our Lowest Fare Guarantee
offer. While we can appreciate your disappointment that you did not
qualify for this benefit on this occasion, your claim was carefully
reviewed in accordance with the applicable Terms and Conditions. It was
determined that the circumstances of your transaction did not meet the
requirements to receive an adjustment under the terms of our Lowest Fare
Guarantee. We are making no exceptions in this regard.
To review the Terms and Conditions, please visit AA.com or click on the
following link:
Ms. B. Kuebler
Thank you for contacting AA.com Web Services.
We deeply regret your dissatisfaction with our Lowest Fare Guarantee
offer. While we can appreciate your disappointment that you did not
qualify for this benefit on this occasion, your claim was carefully
reviewed in accordance with the applicable Terms and Conditions. It was
determined that the circumstances of your transaction did not meet the
requirements to receive an adjustment under the terms of our Lowest Fare
Guarantee. We are making no exceptions in this regard.
To review the Terms and Conditions, please visit AA.com or click on the
following link:
Ms. B. Kuebler
AA.com Web Services
American Airlines
American Airlines
Dear Mr. Nanjappan,
American Airlines has received your Lowest Fare Guarantee request.
We regret we were unable to approve your request for the Lowest Fare
Guarantee due to the following reason(s):
The AA.com Lowest Fare Guarantee claim must be submitted by 12 midnight,
Central Time, of the same day you purchased your ticket on AA.com.
Unfortunately, your submittal was received outside the required timeline
(12 mid. CT), which means we are unable to process your claim.
Following is our Lowest Fare Guarantee initiative:
...if you find the exact same flight and itinerary for at least $5 less
on another web site the same day you made your purchase, we'll not only
refund you the difference, we'll also supply you with a $50 promotion
code.
Also, we do not show a previous email for our Lowest Fare Guarantee
claim for your reservation.
To review our Terms and Conditions, you may access the following direct
URL address:
http://www.aa.com/guarantee
We appreciate your visit to AA.com.
Sincerely,
Ms. P. Brackens
AA.com Web Services
American Airlines, Inc.
American Airlines has received your Lowest Fare Guarantee request.
We regret we were unable to approve your request for the Lowest Fare
Guarantee due to the following reason(s):
The AA.com Lowest Fare Guarantee claim must be submitted by 12 midnight,
Central Time, of the same day you purchased your ticket on AA.com.
Unfortunately, your submittal was received outside the required timeline
(12 mid. CT), which means we are unable to process your claim.
Following is our Lowest Fare Guarantee initiative:
...if you find the exact same flight and itinerary for at least $5 less
on another web site the same day you made your purchase, we'll not only
refund you the difference, we'll also supply you with a $50 promotion
code.
Also, we do not show a previous email for our Lowest Fare Guarantee
claim for your reservation.
To review our Terms and Conditions, you may access the following direct
URL address:
http://www.aa.com/guarantee
We appreciate your visit to AA.com.
Sincerely,
Ms. P. Brackens
AA.com Web Services
American Airlines, Inc.
I write again....
Hi,
AA Response..
I am unable to understand the circumstance which didn't meet the requirements! Can I have a brief explanation.
Thanks,
Karthik N.
Dear Mr. Nanjappan,
AA.com has received your message.
Your ticket was purchased on August 5 and you submitted your Lowest Fare
Guarantee claim on August 14 wich is 9 days later.
The AA.com Lowest Fare Guarantee claim must be submitted by 12 midnight,
Central Time, of the same day you purchased your ticket on AA.com.
Unfortunately, your submittal was received outside the required timeline
(12 mid. CT), which means we are unable to process your claim.
Following is our Lowest Fare Guarantee initiative:
...if you find the exact same flight and itinerary for at least $5 less
on another web site the same day you made your purchase, we'll not only
refund you the difference, we'll also supply you with a $50 promotion
code.
AA.com has received your message.
Your ticket was purchased on August 5 and you submitted your Lowest Fare
Guarantee claim on August 14 wich is 9 days later.
The AA.com Lowest Fare Guarantee claim must be submitted by 12 midnight,
Central Time, of the same day you purchased your ticket on AA.com.
Unfortunately, your submittal was received outside the required timeline
(12 mid. CT), which means we are unable to process your claim.
Following is our Lowest Fare Guarantee initiative:
...if you find the exact same flight and itinerary for at least $5 less
on another web site the same day you made your purchase, we'll not only
refund you the difference, we'll also supply you with a $50 promotion
code.
To review our Terms and Conditions, you may access the following direct
URL address:
http://www.aa.com/guarantee
We appreciate your visit to AA.com.
Sincerely,
Rudy GallardoURL address:
http://www.aa.com/guarantee
We appreciate your visit to AA.com.
Sincerely,
my email...
Hi,
- Will my e-mail to customer care on Aug 5th ( on the day of purchase) on the same issue from your website doesn't count! you can track my claim with the reference to the email response: American Airlines Has Received Your Request I2011/08-10576-00025-001-0).
- I didn't know that I have to use a specific link to do that! I only wrote to lowest price guarantee as a came to know about this link on 13th.
- Does this matter or is there a technical difficulty to validate my claim!
Karthik N.
Again a template reply with out any reasoning.
Dear Mr. Nanjappan,
AA.com has received your message.
The Lowest Fare Guarantee is valid only for lower fares found online forAA.com has received your message.
the exact same Eligible Carrier flight(s), itinerary (including flight
number(s)), date(s) and cabin and with same fare rules and restrictions
and "available for purchase on the same calendar day as the original
AA.com online purchase".
The claim submittal web form is available at AA.com in the "Contact AA"
tab under the "AA.com® Web Services" link.
I am sorry this matter hasn't yet been resolved to your satisfaction.
While we respect your perspective and continued pursuance of this
matter, our position has not changed.
We try to objectively understand our customer's position, and evaluate
it fairly in the context of our company's terms and conditions. At the
risk of disappointing you further, I must advise we are unwilling to
change our original decision.
To review the Terms and Conditions, please visit AA.com or click on the
following link:
http://www.aa.com/guarantee
appreciate the fact that you utilize our website to book your travel
needs. I hope that you can understand our stance and that you will give
American Airlines an opportunity to be of service to you again in the
future.
Again I write for know the rejection criteria.....
Hi,
Thanks for the mail. I still have not got the right explanation of the rejection criteria.
To reiterate the facts
- The tickets booked thru aa & pricline.com where on the same date within an hr. so it falls well within your rule which states
- The Lowest Fare Guarantee is valid only for lower fares found online for
the exact same Eligible Carrier flight(s), itinerary (including flight
number(s)), date(s) and cabin and with same fare rules and restrictions
and "available for purchase on the same calendar day as the original
AA.com online purchase". - I have purchased tickets from both the websites and have provided you the proof as well. If you need more proof, let me know what you are looking for.
- Only difference is I didn't use the right link for the claim on 5th Aug. I wrote to your customer relationship instead of the actual link. I have given the reference proof of my request for that as well.
My request as a customer is that as explanation on the rule of rejection. I wish you refer it to a higher authority and even if you don't honor the guarantee, I would like to know the correct reasoning to be satisfied.
As far as my current objective/subjective understanding is
- If you only use the right link to report, the claim will be honored, which in any customer relationship is a horrible policy!.
Thanks,
Karthik N.
Karthik N.
Again a Template reply....
Dear Mr. Nanjappan,
American Airlines received your most recent email concerning your Lowest
Fare Guarantee request.
I deeply regret that the matter concerning your Lowest Fare Guarantee
denial was not to your satisfaction.
Since that time, the merits of your situation have been reviewed with at
least one other authority in an effort to give you every possible
benefit of the doubt. We have tried in every way we know how to explain
the reasons why we cannot approve your claim.
Our decision is final and firm and we will no longer respond to your
queries regarding this matter. I am sorry that the situation has
progressed to this point, however we feel that we have no other choice
but to take this position.
To review the Terms and Conditions, please visit AA.com or click on the
following link:
http://www.aa.com/guarantee
We appreciate your visit to AA.com.
Sincerely,
- Show quoted text -
A Great customer response..... All the best dealing with AA folks.
show details Aug 15 |
Hi,
It its not an effort to give the every possible benefit of the doubt but otherwise. Waste of time as I haven't heard any right clarification or justification, but for the essay response& claims of dealing it fairly. May be it is because your team dealt with more persons who wrote back just to get discounts. Anyway I now know what beckons if I deal with AA.
Thanks for your consideration & your patience. I am sorry to put you in a situation of decision making & wishful thinking with out following the terms & conditions or procedures laid out in your website. It is my fault not to carefully go through the website and understand the merits of AA. I am sorry that the situation has progressed to this point, however I feel that I have no other choice but to complete my mail in this note.
Sincerely,
Karthik N.
No comments:
Post a Comment