Q: I'm from Minneapolis and I used my U.S. Bank Visa card points to buy three economy tickets on American Airlines to attend a destination wedding in the Dominican Republic. The wedding was rescheduled to Mexico because of a hurricane.
I've communicated with American Airlines, but it is unwilling to reschedule us since our departure date does not fall within their travel alert. We have "basic" economy class tickets, which can't be changed. We now need to pay for three more tickets to attend the wedding in Mexico.
I have asked the U.S. Bank Rewards Center what they can do for me, and they said to contact American Airlines. When I ask American Airlines, the response is the same — they refer me to US Bank Visa. Can you help?
Char Collins, Minneapolis
A: It looks like you're stuck between your bank, your airline and a hurricane.
Your destination wedding was moved from the Dominican Republic to Cancun, Mexico. That's one of the risks of traveling to the Caribbean during hurricane season. It looks like you had travel insurance — good call — but it wouldn't cover you because the storm wasn't imminent.
You already paid for your tickets using your points via U.S. Bank Visa. Typically, that's a one-way transaction — you can't get the points refunded to your account. It looks like American Airlines authorized flight ticket changes between Sept. 17 and Sept. 25, but your wedding was happening later that month.
American Airlines should have seen the problem and made an exception to its refund rules. And I think it would have if you had complained to the right person. Unfortunately, the folks in American's customer service department could only repeat their policy, which is what they're trained to do. Escalating this to a higher level with one of the American Airlines executive contacts I publish on my consumer advocacy site, Elliott.org, might have helped. A brief, polite email might have allowed you to use your flight credit for the rescheduled wedding in Mexico.
