Why, oh why, did AA cancel my award reservation?

Posted on September 6, 2016 by in American Airlines AAdvantage

A few months ago I managed to make this award reservation for an upcoming trip in 2017.

MightyTravels 2016-09-06 at 2.26.23 PM

It was easy to book and the knowledgeable agent was easy to deal with. It ticketed a few days later and I got my confirmation email. Note that this flight is on the American Airlines excellent A321T (Review), the Qatar Airways A350 and the Qatar Airways Boeing 787 Business Class (Review). Too good to be true?

Seemingly! Over Labor Day I checked my reservations and realized that one trip was missing from my account. I also had way more miles in my account than it should have.

I went over to check my itinerary and it was gone!

I assumed there was a schedule change and/or Qatar might have cancelled flights. There had been minor schedule changes before (just be a few minutes).

MightyTravels 2016-09-06 at 2.33.00 PM

MightyTravels 2016-09-06 at 2.33.50 PM

MightyTravels 2016-09-06 at 2.34.26 PM

All the flights are still scheduled (with minor changes) as in my itinerary!

I called AA Reservations and the agent had no desire to help me and implied that I had called to cancel and simply ‘forgot about it’. I was replying with ‘Excuse me! – Do you have a supervisor to talk to?‘. The supervisor was very nice and checked everything she could but of course no award space was left on the first two flights that day. She agreed with me that the award should have not been cancelled.

She offered to ‘talk to the right team at AA’ to get the award re-instated. I was on the call for more than 90 minutes and had nothing to show for.

The next morning I saw an award reservation coming back into my account but for an inferior class of service (on AA) and the 777 on Qatar Airways Business Class (Review). I specifically mentioned to the supervisor that I wanted to keep my original itinerary (which has longer layovers but a better product).

Since then nothing has happened. AAdvantage – I want my flights back – pretty please!