Flight Downgraded: Airline Promises Refund, Then Backtracks

After purchasing two business-class tickets through Chatdeal to fly from Dallas to Auckland on American Airlines, Margarethe Hoenig was downgraded to economy plus. The airline initially promised a refund for the price difference within seven days, along with a $600 voucher for inconvenience. However, upon returning to the United States, American Airlines claimed they were not responsible for the refund since the tickets were on a codeshare flight with Qantas. Resolution Delayed: Pass the Buck Mentality The confusion continued as neither American Airlines nor Qantas took responsibility for the refund, leaving Hoenig frustrated. The 16-hour flight in economy plus was a significant downgrade, and Hoenig expected to receive the $6,500 price difference back. The Escalation Process: Ideally, Hoenig should have contacted Chatdeal to escalate the issue to Qantas, instead of relying on American Airlines' promises. Furthermore, accepting a voucher from the airline complicated matters, making it seem like Hoenig had settled for a ticket credit. Advocacy Success: After reaching out to Chatdeal, a representative agreed to contact Qantas on Hoenig's behalf. Ultimately, the refund was successfully obtained, putting an end to the ordeal. Christopher Elliott, the founder of Elliott Advocacy, played a crucial role in facilitating the resolution. For consumer assistance, contact chris@elliott.org or visit elliottadvocacy.org/help.