Beware of Vacation Packages

[bobpark56]

Just had an unsettling experience. Had an AA vacation package from PIT to Malaga for next spring. Was notified yesterday of a flight change. Seems that our leg 3, from Madrid to Malaga, which had been a code-share flight, was no longer code-share, so AA changed us to a flight that was...departing Madrid 7 hours later. The original flight is still available, but just not as a code-share.

AA refused to put us on the non-code-share flight or to adjust our schedule to something reasonable (and we are AAdvantage members)...or give us an alternative routing to Malaga. So I had to cancel, only to discover that only our airfare would be refunded, and that we were still on the hook for our hotel reservation. Finding a replacement set of flights has added $80 to our travel costs. AA would not even say they were sorry. In effect, we lost our vacation package.

 

[gvic]

A Barrel of Oil is down to $41.92 now -- 6 YEAR LOW..... keep watching the "PROFITS" of AA and tickets going up.... and thats your "answer".

 

[Ty1on]

Just had an unsettling experience. Had an AA vacation package from PIT to Malaga for next spring. Was notified yesterday of a flight change. Seems that our leg 3, from Madrid to Malaga, which had been a code-share flight, was no longer code-share, so AA changed us to a flight that was...departing Madrid 7 hours later. The original flight is still available, but just not as a code-share.

AA refused to put us on the non-code-share flight or to adjust our schedule to something reasonable (and we are AAdvantage members)...or give us an alternative routing to Malaga. So I had to cancel, only to discover that only our airfare would be refunded, and that we were still on the hook for our hotel reservation. Finding a replacement set of flights has added $80 to our travel costs. AA would not even say they were sorry. In effect, we lost our vacation package.

Did you pay with AmEx? they got us out of a ridiculous pickle with Orbitz one year.

 

[Jimster]

AA

Before I say anything, please clarify. You canceled because you would now have a 7 hour layover?

 

[bobpark56]

Almost correct

Before I say anything, please clarify. You canceled because you would now have a 7 hour layover?

Almost correct. The layover would have been 7 hours more than originally scheduled...making us 7 hours late on arrival at Malaga.

 

[Patri]

Inconvenient, but if Malaga was your final destination, why not keep the original delayed flight?

 

[Ty1on]

Inconvenient, but if Malaga was your final destination, why not keep the original delayed flight?

In my mind, 7 hours is essentially a lost day on vacation.

 

[Jimster]

malaga

7 hours is a bit of delay but I don't think I would have cancelled. I know the airport is quite a way from town but there is a underground connection you could have used to go to some of the sights of Madrid. Personally, I would have tried to make this a true stopover for one night. I'd have gone into Madrid and got the first flight out the next day. Being stuck in an airport stinks but a day to explore Madrid is great. Even though I have been there before, I am sure I could find places to go and things to do.

You can also connect Madrid to Malaga by train. There are some options there. Finally, if I read your post correctly, you were able to make things work for $80 more. While this is certainly not what I would have wanted to do, in the whole scheme of things it really isn't that much money. If I have a vacation and i dont end up with some unexpected expenses, I count myself very lucky. One other option is to send a letter to Conde Naste Traveler Ombudsman. I do think AA could have been more flexible or was this their travel agency (which is separate from AA).

 

[bobpark56]

The issue in my mind is more one of ethics than of convenience

I think the issue here is not one of convenience, but of the ethics of those who sell flight-hotel vacation packages and then do not stand behind what they sell.

 

[Jimster]

Who to blame

First of all I am sure there is some legalize somewhere that covers them. So you are definitely talking an ethical or customer service problem.

Second, it is unfair to blame AA because I am sure you were dealing with their travel agency-two different entities.

Third, if i understand everything you said, the flight you had been on was a code share (probably with Iberia) and then the fight changed from being a code share. That means AA travel agency would have to pay to keep you on that flight. It was not just a matter of leaving you on that flight. From a customer service standpoint I think they need to do that (pay). However, I can understand how this might make the whole transaction unprofitable for them.

Fourth, had you booked with AA directly (and I suspect that's what you thought you did), AA would have had to accomodate you with that large of a difference in time.

Fifth, I would again classify this as minor blip when you consider you are taking a trip from PIT to Malaga. I would not have cancelled my trip. I, however, would still not be satisfied and I would send them a bill for the consequential charges incurred.(I would still do this) and i would be relentless in pursuing this. I would complain not only to the AA travel service but to AA as well. Write to customer relations. You can find their email on their website.