I hate to say this, but American Airlines sucks.
I have flown over 2.5 million miles on American over a period of about 30 years. I was in the top elite tier (Executive Platinum) for many years and the Covid travel crash bumped me off and now I am a “mere” lifetime Platinum member. So I still get some perks.
It’s always been bad and challenging to claim travel credits with American Airlines. Here is a post I made 11 years ago about how their travel vouchers are almost impossible to use. It hasn’t gotten any better – maybe worse.
A couple of months ago my wife and I were in Croatia on vacation. We flew on American, but the connector from London to Zagreb was on their partner, British Airways. We had a layover in London Heathrow. While I am at it, do not get me started on Heathrow. I HATE HEATHROW, everything about it. When going to Europe, I always try to avoid it as a stopover, but that’s another rant for another time….
While in Croatia, my wife tested positive for Covid a few hours before we needed to board our flight home out of Zagreb. She was not allowed to get on the plane. Since business and other matters required that one of us get home, we separated, she stayed marooned in a Croatian hotel for what turned out to be another 9 days, while I went home while I could – while I tested negative. The agent for British Airways told me that in order to get a flight credit, I’d better call my airline before I boarded, so I would not lose her part of the ticket. I called the elite desk for Executive Platinum at American Airlines, and after a two minute tape on how I should go online it told me that they were closed. It was a Saturday afternoon in Croatia, so it was very early AM in the U.S. Then I made another call to the general reservation line, only to get the same message after listening for a few minutes to their drivel.
Now mind you, American’s main reservation line is advertised to be open 24 hours a day, which is what I’d expect from a major airline. People don’t just need help on the phone with the largest airline in the world while it’s business hours in Dallas, Texas.
Eventually, I just had to board my flight home alone, wait for the weekend to pass, until I could get an agent on the phone during normal business hours in Dallas. It then took about an hour with that agent to get about $450 of credit back for her portion of the abandoned ticket. That credit is now in an account in the American Airlines’ system.
I have since tried to use that credit three times for three other bookings, but have not been successful. While the website says I should be able to use a credit when I pay for a ticket, it does not work.
As you can see in the screenshot above, there are two buttons at the beginning of the payment process, where you think you might be able to use your credit. When you click on either of them, it gives you this message:
Not very helpful, right? Why is the button there in the first place if you are not able to use it? When you click on “Contact Reservations”, you get to this screen:
The phone number shown at the yellow arrow is the main reservation line. At the red arrow, you see it’s open 24 hours a day. This is the number I have been calling. When you call this number, you first have to listen to about 2 minutes of bullshit stuff, like how much easier it is to go to their website, and then it finally tells you they are closed! On a Saturday afternoon at 3:00pm!
I just bought my third ticket at full face value without being able to use the flight credit I have on the books. My crime: I am not calling during normal business hours Dallas time. So in order to use my credit, I need to wait to book my next flight at just the right time, on a weekday (while I am working) and be prepared to be on the phone for an hour, first waiting to get an agent who can help me — they are all so busy all the time — and then fumble my way through applying the credit I have on file.
Maybe I need to take my travel business to another airline after 30 years of loyalty to American?