"American Airlines should have immediately refunded the fare difference and honored its compensation offer. Under Department of Transportation (DOT) rules, passengers downgraded from a higher class of seating to a lower class are entitled to a refund for the difference in price. But if an agent offers an additional $500 for the inconvenience, then American Airlines should follow through. But as good as that sounded, I'm almost certain that the agents either misspoke or that you misunderstood them."
"The reason they kept changing the amount at the ticket counter was that they needed to calculate the fare difference. Now, here's the thing: Airlines usually calculate these types of refunds by the book, although I've witnessed a few shenanigans in the past. For example, for an involuntary downgrade, I've seen them recalculate the price of your seat based on that day's fare. And, as you probably know, the walk-up economy class fare can be almost as much as an advance-purchase business class ticket."
Passengers involuntarily downgraded from higher to lower seating classes are entitled to a refund of the fare difference under Department of Transportation rules. Verbal offers of extra compensation should be honored, but gate agents sometimes misspeak or lack authority to commit to specific amounts. Airlines frequently recalculate refunds using that day’s fares, and a high walk-up economy fare can eliminate any apparent price difference. Changing figures at the counter often reflect recalculation or agent error rather than a firm company guarantee. Documentation, escalation to supervisors, and formal complaints to DOT are appropriate avenues when refunds are denied.
Read at www.mercurynews.com
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