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I bought tickets on an AA flight (PHL-MCO) with Iberia points. The booking confirmation email specifies:

Booking confirmed. You will receive your tickets in a separate e-mail.

and later in that email:

Baggage included (per person) Hand baggage: 1 item max. 10 kg (56x40x25cm) and 1 personal accessory included, on flights operated by oneworld airlines. For all other airlines, check with the flight operator. In hold: Baggage in hold: 1 item max. 23 kg and 158 cm included.

We never got the emailed tickets, but when we showed up to check-in, the counter agent said the ticket didn't include checked bags. We were thus forced to pay for bags.

I've submitted a complaint via their form to Iberia after the return flight requesting a refund, but haven't heard back (going on 18 days now). What's my best path to a refund here? Should I also be complaining to AA? Is a chargeback warranted? A DOT complaint?

Thanks

Baggage confirmation email snippet

thehole
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2 Answers2

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The error here appears to be with Iberia - American Airlines do not sell economy tickets on the route you've indicated that include bags, thus American were correct to charge you for the bag.

Given you have already reached out to Iberia, I would suggest contacting them again - this time reminding them that they have a legal requirement under US law to display the correct baggage information both during the booking process as well as on the booking confirmation (eg, email) they provide after making the booking - which obviously they didn't do.

If they continue to fail to respond, a US DOT complaint against Iberia would be the correct path to take. As a part of the complaint resolution process, the DOT will reach out to Iberia and ask them to contact you to resolve the issue.

As stated above, the issue here is NOT with American Airlines (who have correctly charged you their standard advertised baggage fees), so a credit card chargeback, or a DOT complaint against AA, would NOT be appropriate action in this case.

Doc
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This is not uncommon when you book on an airline different from the one operating the flight. However, given that the email confirmation states that you have a checked bag included, just get in touch with customer relations of both airlines. I am sure they will take care and most likely issue a refund.

HTSMX
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