Last fall my husband & I had scheduled a trip to Hawaii to celebrate our 15th wedding anniversary. About 2 months prior to our trip, I was diagnosed with a benign brain tumor which required surgery. Therefore, we were unable to go on our trip as planned. American Airlines graciously issued us travel vouchers when we sent a letter from my surgeon explaining that I could not fly at the scheduled time.
In March, we decided to redeem the vouchers we had--one each for $278, expiring 06/14/11 and one each for $481.60 expirirng 09/27/11. I made reservations for a trip in May to Boston so that we could go visit my family whom I had not seen since my surgery. The price of these tickets is $349.50 each. The agent assured me the vouchers that expired earliest would be used for the cost of the tickets and then the remaining amount would be subtracted from the other vouchers with new vouchers being issued for the rest. The agent gave me specific instructions regarding the exchange. She told me to make a copy of the vouchers, which I have, sign the front of them, and send them all to an address in Milton, Florida. We even sent them certified mail to assure they arrived.
When the vouchers were returned to us, the envelope contained the ones originally issued in my husband's name and a new one for $60.80 in my name. In spite of the fact that they are non-transferrable, they used my vouchers to cover the cost of both my ticket and my husband's ticket.
We have contacted American Airlines several times by telephone and, although sympathetic to our concerns, we have been told that only the Customer Service Department can help with our problem. When asked for a phone number, we were told that all info is handled via email or fax. We have since e-mailed and faxed several times with no resolution. I would like to be able to go visit my family in 2 weeks without all this hanging over us like a dark cloud. Can you please help us?? Thank you for your time.
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