Travel Troubleshooter: A surprise fee for Fido
The fee to check in Kurt Low's dog is $100 on American Airlines -- at least according to its Web site. But on his return flight, an agent insists he pay $80 more to transport his pet. He pays the fee, but then asks the airline for a refund. Two denials later, is Low out of luck? which I expected -- plus an additional $80 in "excess luggage" fees. I was surprised and disappointed, since there wasn't a word about this surcharge on the American Web site. But she insisted that I pay the fee. I've written to American asking them to either refund the $80 or to at least update their Web site so that this won't happen to anyone else. The airline sent me two form letters, both of them insisting that the airline is right. American hasn't updated its Web site, either. Can you help? -- Kurt Low, Dulles, Virginia and you did, otherwise you wouldn't have consulted the Web site and called the airline -- then why didn't you carry a printout of the rates from the site? It would have been as easy as clicking the "print" button on your Web browser. And if you knew that the ticket agent was wrong about the fee, why not ask to speak with a supervisor? Remember, once the airline (or any travel company for that matter) has taken your money, and you've walked away, it will do everything it can to keep it. Next time, stand your ground when you know you're right. I contacted American on your behalf. After twice denying you a refund, it took another look at your record and determined that it shouldn't have charged you the extra $80 after all. American has sent you the money back, along with an apology. |
