American Airlines changed my flight, but won’t give me a refund

The airline suggested it would offer Neil Gupta a refund, then it backtracked. Will he ever get his money back?

  • By Wire Service
  • Saturday, May 25, 2024 1:30am
  • Life

Q: Last year, I booked a flight from Seattle to Miami on American Airlines. The flight was a red-eye leaving at 12:39 a.m. This itinerary was ideal for me because I work late nights and didn’t want my trip to interfere with my schedule.

Before my flight, I received an email saying that my flight time had changed and would be departing at 10:15 p.m. I couldn’t make this flight because I was working late that night.

I called American, and a representative told me she could not refund me because it was less than a four-hour schedule change. She said I would have to apply for a refund online, and she canceled my ticket.

I applied for a refund online and received an email a week later stating that my refund was denied because of American’s policy and because I had purchased a cheap ticket.

I called American again and spoke to a supervisor. She would not even give me a flight credit for future use. She did give me an option to book another flight at that time and possibly get me money back. When I said I didn’t have any known plans to travel, she suggested I call back when I’m ready, and someone could possibly help me. But she could not promise anything.

American told me to cancel my ticket and apply for a refund. Then it denied my request for a refund. I think that’s a deceptive business practice. Can you help me get a refund?

— Neil Gupta, Seattle

A: If an airline changes its schedule, it should offer you a full, no-questions-asked refund. But American Airlines is correct: It gives itself the right to change its schedule by up to four hours without offering your money back.

The amount of delay required for a refund varies by airline. If you’re flying in the European Union, it is standardized at two hours under the European airline consumer protection regulations.

Your situation was a little different. You had spoken to an American Airlines representative who led you to believe that you just needed to apply for a refund, and she canceled your ticket. The representative should have told you that there was no way you could get your money back, even if you applied for a refund.

By the way, how much you spent on your ticket is irrelevant. The refund rules govern all tickets, no matter how much you paid.

I think this one’s on American. If a representative suggested you might get a refund, you should reasonably expect to get your money back. And, on top of that, a supervisor also suggested you could get a credit. Even if it’s a misunderstanding, American could give you a ticket credit as a gesture of goodwill.

A brief, polite email to one of the American Airlines executive contacts might have helped. I publish their names, numbers and emails on my consumer advocacy site, Elliott.org.

I contacted American on your behalf. To be clear, American wasn’t required to do anything under its policy. But I think a refund would have been the right thing to do under your circumstances.

American Airlines agreed to refund your ticket.

Christopher Elliott is the founder of Elliott Advocacy (elliottadvocacy.org), a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at elliottadvocacy.org/help.

Talk to us

> Give us your news tips.

> Send us a letter to the editor.

> More Herald contact information.

More in Life

What’s Up columnist Andrea Brown with a selection of black and white glossy promotional photos on Wednesday, June 18, 2025 in Everett, Washington. (Olivia Vanni / The Herald)
Free celeb photos! Dig into The Herald’s Hollywood time capsule

John Wayne, Travolta, Golden Girls and hundreds more B&W glossies are up for grabs at August pop-up.

Rodney Ho / Atlanta Journal-Constitution / Tribune News Service
The Barenaked Ladies play Chateau Ste. Michelle in Woodinville on Friday.
Coming events in Snohomish County

Send calendar submissions for print and online to features@heraldnet.com. To ensure your… Continue reading

Edmonds announces summer concert lineup

The Edmonds Arts Commission is hosting 20 shows from July 8 to Aug. 24, featuring a range of music styles from across the Puget Sound region.

Big Bend Photo Provided By Ford Media
2025 Ford Bronco Sport Big Bend Increases Off-Road Capability

Mountain Loop Highway Was No Match For Bronco

Cascadia College Earth and Environmental Sciences Professor Midori Sakura looks in the surrounding trees for wildlife at the North Creek Wetlands on Wednesday, June 4, 2025 in Bothell, Washington. (Olivia Vanni / The Herald)
Cascadia College ecology students teach about the importance of wetlands

To wrap up the term, students took family and friends on a guided tour of the North Creek wetlands.

Mustang Convertible Photo Provided By Ford Media Center
Ford’s 2024 Ford Mustang Convertible Revives The Past

Iconic Sports Car Re-Introduced To Wow Masses

Kim Crane talks about a handful of origami items on display inside her showroom on Monday, Feb. 17, 2025, in Snohomish, Washington. (Olivia Vanni / The Herald)
Crease is the word: Origami fans flock to online paper store

Kim’s Crane in Snohomish has been supplying paper crafters with paper, books and kits since 1995.

The 2025 Nissan Murano midsize SUV has two rows of seats and a five-passenger capacity. (Photo provided by Nissan)
2025 Nissan Murano is a whole new machine

A total redesign introduces the fourth generation of this elegant midsize SUV.

A woman flips through a book at the Good Cheer Thrift Store in Langley. (Olivia Vanni / The Herald)
Pop some tags at Good Cheer Thrift Store in Langley

$20 buys an outfit, a unicycle — or a little Macklemore magic. Sales support the food bank.

The Mukilteo Boulevard Homer on Monday, May 12, 2025 in Everett, Washington. (Olivia Vanni / The Herald)
‘Homer Hedge’: A Simpsons meme takes root in Everett — D’oh!

Homer has been lurking in the bushes on West Mukilteo Boulevard since 2023. Stop by for a selfie.

Sarah and Cole Rinehardt, owners of In The Shadow Brewing, on Wednesday, March 12, 2025 in Arlington, Washington. (Olivia Vanni / The Herald)
In The Shadow Brewing: From backyard brews to downtown cheers

Everything seems to have fallen into place at the new taproom location in downtown Arlington

Bar manager Faith Britton pours a beer for a customer at the Madison Avenue Pub in Everett. (Olivia Vanni / The Herald)
Burgers, brews and blues: Madison Avenue Pub has it all

Enjoy half-price burgers on Tuesday, prime rib specials and live music at the Everett mainstay.

Support local journalism

If you value local news, make a gift now to support the trusted journalism you get in The Daily Herald. Donations processed in this system are not tax deductible.