I guess...
I'm out of retirement, but don't expect any entertainment.
I'm at quite a loss; last time I flew they refused to honor it and when I complained after the fact, they claimed I didn't have that benefit, but eventually conceded to credit me just that time. Now, I asked them a copy of the terms under which I signed up, but they're dragging their feet on it. There's no way I can prove I have the benefit, so I suppose they win.
You wrote:
Hello, I flew on American Airlines last week, and expected to receive one free bag since I have this AA credit card. At the airport, they did not give me the free bag, since the computer did not show it, even though I showed them my card and they entered the information. They did not know why it didn't work, and advised me to contact you for a refund. So I am. Thanks.
Customer Service Wrote:
We understand your frustration and would like to assist in clarifying this matter.
Our records indicate your account is not eligible for the first checked bag free benefit.
Unfortunately, we are unable to accommodate your request at this time; however, we appreciate the opportunity to explain our position.
You wrote:
You would appreciate the opportunity to explain your position? An appropriate way to do so is certainly via the message you just sent. So do elaborate.
Customer Service Wrote:
We regret your account was not solicited to earn your first checked bag free. We are unable to apply this offer to your account as requested.
Please let us know if we can be of further assistance.
You wrote:
I do not understand why you are treating me like this. You offered to explain, but didn't do so. So then I asked why, and you simply state the conclusion again. You advertise heavily that the citi AA card has a free bag, and anybody would assume that theirs has it; even if they didn't read the fine print when signing up for the card. And I did think so. In fact, the airline agents had never seen an account which did not get the free bag. I relied on that advertising when buying an AA ticket and bringing a bag to check. I understand that going forward my account does not have a free bag, but I think that this time you should refund the fee, since I relied on your advertising in buying the ticket and bringing the bag. Also, I really would like to know what it is about my card that makes it different from all the other citi AA cards.
Customer Service Wrote:
We sincerely apologize for your inconvenience.
We have credited your account $25.00. This credit will appear on your account within 1-2 billing periods.
Unfortunately, your current card product is not eligible for the enhanced travel benefits at this time.
We understand your account may not be right for you. We offer a wide variety of products that may be better suited to your needs. Please call us and we will be happy to explain these products and the terms associated with them.
We appreciate your business and value you as our customer.
