Travel Troubleshooter: American Airlines cancels passenger’s entire ticket by accident
DEAR TRAVEL TROUBLESHOOTER: I’m an American Airlines frequent flier, and I recently booked an award ticket with Japan Airlines, an American partner. The flight was from New Delhi to Haneda Airport, then on to San Francisco.

A couple of days before my flight, I called American Airlines to upgrade the Japan-to-United-States leg of my trip to business class. Unfortunately, the agent canceled my entire ticket without telling me. I got off the phone thinking that my ticket was still valid.
When I contacted Japan Airlines the day before my flight to check on my vegetarian meal, a representative told me that there was no reservation for me. I called American Airlines and spoke with a supervisor, who reviewed the notes of my call. She said the agent had written that I had canceled my flight. This, of course, was not true.
The supervisor tried to find me a ticket, but the only one available was a full-fare business class ticket for $3,548. I booked the ticket, but I would like American Airlines to refund it, since this was their mistake. A few months ago, American Airlines promised to review my request, but it hasn’t gotten back to me and no longer responds to my emails. Can you help?



