American Airlines bends the rules

By NANCY PARADIS

© St. Petersburg Times, published June 9, 2000

In January 1998, I bought a ticket from American Airlines to fly to Dallas/Fort Worth from Tampa. Something came up and I had to change to a different day. I was told by phone I would have to fly stand-by when I tried to change the date, but that there were plenty of seats available. When I got to the airport, there were no seats available because a snow storm in Chicago was causing rerouting on several airlines. I asked for a refund and was told there were no refunds but that I could use the ticket some other time by paying a $75 transfer fee. With appointments in Texas, I was able to secure the last seat on a plane on another airline. I purchased a ticket and flew to Texas.

I realize the snow storm was beyond anyone's control, but since then I have tried several times, both in 1998 and 1999, to use this ticket with American Airlines but have been refused. I feel I should be given a refund or a seat on another flight. I am willing to pay the $75 but do not feel, under the circumstances, I should lose the $349 I paid for that ticket. Can you help me? Joyce Schwichtenberg

Response: Lisa North in the executive office of American Airlines in Dallas/Fort Worth, said the airline is unable to refund your non-refundable ticket. However, as a gesture of good will it is willing to make an exception and exchange your unused ticket for a transportation voucher valid on American or American Eagle. The $75 administrative charge will be deducted from the amount of the voucher.

She said the voucher is considerably more flexible than the ticket since it may be used toward the purchase of a ticket for future travel for anyone, not just for yourself. It is valid for 12 months from the date it is issued rather than 12 months from the date your ticket was issued.

Full refunds are usually available when a flight is canceled due to the weather, North said. However, you had already made a change to your original ticket, which put you on stand-by status for future flights. She apologized for the misunderstanding concerning the fare rules on your ticket. She was not able to comment more precisely on your situation, since information on tickets is available for only one year from the issue date.

Rebate made

In November I purchased a computer and in December I purchased a printer, both from IBM. There was a $70 rebate on the Lexmark printer and on Dec. 18, I mailed all the necessary papers to IBM for the rebate. Since then I have encountered nothing but problems from TriStar Fulfillment.

In early February, I received a letter requesting that I mail the receipt for the purchase. Since I had purchased the printer directly from IBM, the only thing I had was an invoice that came with the delivery. I called the toll-free rebate number and was told to send a copy of the invoice to Linda's attention at TriStar Fulfillment Services in Bridgeport, N.J.

A few days later, Linda called me and I explained why I only had an invoice and no bill of sale. She asked if I had also purchased a computer and when I said yes, she instructed me to send my proof of purchase for the computer. I did that on Feb. 22, although I did not know why she wanted that invoice.

The next thing I received was a letter telling me I had not purchased the required product. I know there was no rebate for the computer. All I wanted was the $70 rebate for the printer. I did not buy a monitor, which also had a rebate and I was not seeking a rebate for something I did not purchase. I wrote Linda a letter on March 27 stating this.

On April 1, TriStar Fulfillment sent everything back to me that I had sent it for the rebate, telling me that the item purchased, the Lexmark Z51 printer, was not purchased and not on the receipt. I had even highlighted the item on the invoice!

When I purchased the printer, the IBM sales representative told me there was a $70 rebate on it. The rebate form states the same, and I complied with all the instructions. Any help you can give me in getting this rebate will be tremendously appreciated. MaryAnn Hoyes

Response: You have your rebate now. We're glad we could help.

If you have a question for Action, or your attempts to resolve a consumer complaint have failed, write: Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, (727) 893-8171, or, outside of Pinellas, (800) 333-7505, ext. 8171, to leave a recorded request for Action. Names will not be omitted except in unusual circumstances. Letters may be edited for length.

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