DAY 1
me: hello, i would like to change my flight please
aa: why?
me: because I need to stay longer in America.
aa: oh, well you cant change your ticket. it is not refundable
me: ok, i don’t want a refund though, i just want to change the departure date.
aa: oh. well you cant.
me: why not?
aa: because I don’t know how to do that.
me: ok, well can I speak to some that does?
aa: fine. you will have to wait quite a few minutes.
me: how long is quite a few minutes?
aa: quite a few.
1 hour and 27 minutes later....
aa: ok, i have cancelled your ticket.
me: what?! WHAT?! i did not want you to do that!!
aa: oh. i thought that is what you said.
me: NO!! i just wanted to change the date.
aa: oh, well you cant change the date because the ticket has been cancelled. and it is non refundable so you don’t get your money back.
me: that is insane! you have cancelled my ticket, not given me a new one and i am out the £614 that i paid?!
aa: yes that is correct. can i help you with anything else today.
me: give me a manager. NOW! (insert any number of explitives and gritting of teeth)
aa: ok. you will have to wait quite a few minutes.
42 minutes later a manager comes on and reinstates my ticket, but i still don’t have the changes i need. i say forget it. i will try again later.
DAY 2
me: hello. i would like to make some changes on my flight please.
aa: que? oh, what?
me: i would like to make some changes to my flight please.
aa: what? i dont understand.
me: i need to change a date on my airplane flight.
aa: oh. i dont understand. que? what you say?
me: look i am not trying to be rude, but can you put me on the phone with someone that actually speaks english?
aa: oh yes. hold on por favour.
38 minutes later (yes I timed it)
aa: hello, can i help?
me: yes, i need to make some changes to my flight.
aa: ok. no problem. let me look....oh wait. you cant. its not refundable.
me: i know that. i just need to change my return date. i will pay the change fee.
aa: ok. but you cant.
me: why
aa: because you cant.
me: why cant i?
aa: because i said.
me: because you said?! (seriously?! did he really just say that?!)
aa: yes. because i said you cant.
me: i would like to speak to a manager.
aa: why?
me: because you are a useless and stupid. you are wasting my valuable time by doing absolutely nothing. i have never before called anyone worthless before, but i think you will be the first. (ok, i didn’t say that) because i need someone that can help me and give me a straight answer. (i said that instead)
aa: ok. fine. it will be a long wait. you are in a long queue.
nearly 40 minutes later a manager comes on. tells me he will change the flight. i give him the dates. he comes back and says i cant change the itinerary that much but because he is so kind, he will do almost everything i want. i just have to lose one leg of the trip. WHAT?! i cant make 2 changes, only one. so i have to sacrafice one leg of the flight if i want to change the international portion. WHAT?! i am told it is that or lose the flight. i do that. i am stupid for doing that. what options did i have? nearly 5 hours in total spent on the phone to American Airlines. I am short one leg of my trip now. out the original £614 plus the £94.80 change fee. i got screwed. everyone boycott American Airlines!
