My complaint:
I booked this ticket in June. I was never sent any email about a flight cancelation or changes. I logged in a couple of days back to find that one leg of the journey both inbound and outbound was canceled due to operational changes, while the other leg showed as partially ed. Bummer.
The option at the top was either to acknowledge the changes or request a refund. There was no mention of any other substitute flight. So I just requested a refund. I then chatted with a representative who ed that I will be refunded for the full trip. But today I was still charged a cancelation fee, saying that the flight was reassigned to AA. But my booking never showed that option, not did the customer service rep mentioned it. I have the screenshots and the chat. I understand the flight is reassigned, but my booking wasn’t reassigned to the new changes. Even today when I login to my account, I still see the same flight details, no mention of AA anywhere. I have called as well, but obviously they weren’t helpful.
Suggested solution:
They shouldn't charge cancelation fees if it is an operational flight change.
