Help! AA botched my EY booking

[MrJetset]

Looking to fellow AFFers for help: I made 2 reservations from 2 AAdvantage accounts for travel on EY. I called the Australian call centre, which I believe is in Fiji, and they got the name of the second passenger wrong (an extra a in the first name) , despite looking up her Aadvantage account to deduct the miles. Upon receiving the email confirmation I immediately rang AAdvtange who advised that although it hadn't been ticketed, only EY could make the name change. I was assured, and called every day to make sure, that we wouldn't lose the seat. (I'm a little pedantic!) 8 days later, when I look up the reservation, checkmytrip says it has been cancelled. I call AAdvantage in the US who advise that EY cancelled the ticket because it hand't been ticketed in time. So what do I do? We have return tickets in EY in F paid for to the value of $9000, hotel and accommodation booked. The issue is that AA kept telling me they were liaising with EY, but appear not have extended any hold on the booking, as a result of which we are now forced to have to buy a ticket. A process I was told would occur within 24 hours, never was actually actioned. What do others advise as recourse? I tried to complain to a supervisor, but he basically said it's out of his hands. I'm trying to not get angry, and realise this requires cooperation between AA and EY, but the initial mistake was that of the Aadvantage agent who input wrong information. Any advice would be greatly appreciated.

 

[dfcatch]

Looking to fellow AFFers for help: I made 2 reservations from 2 AAdvantage accounts for travel on EY. I called the Australian call centre, which I believe is in Fiji, and they got the name of the second passenger wrong (an extra a in the first name) , despite looking up her Aadvantage account to deduct the miles. Upon receiving the email confirmation I immediately rang AAdvtange who advised that although it hadn't been ticketed, only EY could make the name change. I was assured, and called every day to make sure, that we wouldn't lose the seat. (I'm a little pedantic!) 8 days later, when I look up the reservation, checkmytrip says it has been cancelled. I call AAdvantage in the US who advise that EY cancelled the ticket because it hand't been ticketed in time. So what do I do? We have return tickets in EY in F paid for to the value of $9000, hotel and accommodation booked. The issue is that AA kept telling me they were liaising with EY, but appear not have extended any hold on the booking, as a result of which we are now forced to have to buy a ticket. A process I was told would occur within 24 hours, never was actually actioned. What do others advise as recourse? I tried to complain to a supervisor, but he basically said it's out of his hands. I'm trying to not get angry, and realise this requires cooperation between AA and EY, but the initial mistake was that of the Aadvantage agent who input wrong information. Any advice would be greatly appreciated.

1/ The Fiji-based AAgents are absolutely useless - reliably so.

2/ Always, ALWAYS, call the US call centre. The booking fees are cheaper and that subsidizes the long distance charges.

 

[MrJetset]

1/ The Fiji-based AAgents are absolutely useless - reliably so.

2/ Always, ALWAYS, call the US call centre. The booking fees are cheaper and that subsidizes the long distance charges.

I called the US centre after the first phone call. I have no idea what's happening, they just say they are contacting the EY liaison. So frustrating.

 

[dfcatch]

I called the US centre after the first phone call. I have no idea what's happening, they just say they are contacting the EY liaison. So frustrating.

Trust me - I understand.

AA seem to be overqualified when it comes to botching bookings

 

[MrJetset]

Just for the sake of others, my senior EY contact advises that there have been an influx of similar issues since AA miles were able to redeemed on EY. Watch out!