WASHINGTON -- ASTA and American Airlines got into a war of words
over the carrier's decision to issue debit memos to agencies that
issued refunds to clients for flights canceled after the Sept. 11
attacks.
Reacting to what it called a flood of notices, ASTA described
American as being "unrelenting" in its "pursuit of travel agents
who provided refunds to clients for canceled flights."
But American shot back it was "appalled that ASTA would single
us out for criticism."
An American spokesman said the airline's "policies were
consistent with the industry, and we were much more generous than
two of our largest competitors."
The verbal battle became public when ASTA issued a statement
accusing American of providing agents with confusing information
regarding refunds; flip-flopping on certain rules; and changing its
policies several times in the days immediately following Sept.
11.
ASTA said American issued $200 debit memos to agents as
"punishment" for aiding clients.
ASTA president Richard Copland said many agents received "verbal
approval" from American to issue refunds to clients, only to find
"at the end of the day, [American] dumped on us."
ASTA brought its grievances to American, arguing the $200 debit
memos often exceeded the price of the tickets in question.
The spokesman admitted to Travel Weekly that the airline "made a
mistake," but added, "we rectified it, and we have told them that.
I don't know what [ASTA's] problem is."
He conceded the carrier "did change the dates [for reissuing
tickets] three times in the 72 hours immediately after Sept. 11.
But we were dealing with a crisis that was unprecedented. Under
extremely difficult circumstances, we were trying to establish
dates that were in the public's interest as well as our own."
The spokesman said American acknowledged the debit memos
exceeded the price of some tickets, so it scaled penalties back to
$129 and agreed to refund the difference.
"We've either issued [agents] a credit or are in the process of
reducing the debit memo," he said.
But he defended American's decision to issue debit memos, saying
it was in keeping with the carrier's long-standing policies for
canceled flights.
Get More!
See Travel Weekly's Letters page in the March 4 issue for an
agent's first-hand experience with the American debit memos and a
response from the airline.