This one just baffles me. Recently, American Airlines eliminated free 24 hour holds on tickets, and instead moved to an option for a free refund, within 24 hours of purchase. However, effective November 3, just a few days ago, American has decided they’ll be randomizing the hold option on aa.com – if you’re already confused, don’t worry as I was too.
Here was the memo JonNYC published today on his Twitter account.
So, it appears American is totally randomizing the way holds will be offered – and it won’t be influenced by the obvious things like fare, elite status, etc. Some trips you might get offered a hold option, some trips you might not.
This is really, really strange: I can’t think of a good reason why American is going for a non-standardized experience on ticket holds here. The only thing even remotely plausible I can come up with is that they’re trying to test to see if customers tend to book tickets more under one type of option than another, but to be completely blunt about saying that it’s random and instructing customers of the same seems a bit strange.
That said, you should be aware that this is now being done, and realize that you shouldn’t call in or Tweet when you don’t see a hold option, because, apparently, that’s on purpose.
What do you make of this new randomized hold option? Have any idea what this may be about?
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