While I understand that the perk can be abused (just like any perk), American Airlines is making a big mistake in eliminating revenue ticket holds from its website.
American Airlines Eliminates Ticket Holds – Why It Matters
The option for free 24-hour holds on tickets purchased through American Airlines’ website is now gone. An American Airlines spokesperson confirms this change, noting:
We continue to evaluate our product offerings to customers on aa.com and understand customers may need flexibility when booking travel plans. Customers whose travel plans change after they purchased a ticket with American can receive a full refund if they cancel the ticket within 24 hours of purchase.
But that’s not entirely accurate, as full refunds are only available for tickets purchased more than two days from departure (though in fairness, ticket holds were rarely available on tickets that close to departure, anyway).
View From The Wing speculates that this might be due to concern over tying up phone lines, as once a ticket is placed on hold, existing trip credit or e-vouchers can only be applied over the phone.
However, ticket holds make so much sense because:
- They allow coordination with others, reducing unnecessary credit card transactions
- Putting more complicated itineraries online which require agent assistance than calling in is so much more efficient than trying to start from scratch over the phone (the net result – less telephone time required)
- In my case, if I see an attractive reservation and place it on hold, I am much more likely to return to buy it after I fare shop – fares are so dynamic, they may well change even within an hour if not immediately held or purchased.
I guess that last point swings the other way and American Airlines is hoping you will simply buy right away, but that’s not generally the way I buy tickets, especially on American Airlines. I enjoy fare shopping and the net effect of this change will be fewer tickets purchased with AA.
Importantly, American Airlines is happy to charge your card immediately but warns that refunds may take 7-10 business days. In my experience, refunds come quicker, but that’s quite an imbalance when American can charge your card immediately but take almost two weeks to return your money, even if you quickly change your mind on the ticket within the courtesy cancellation window.
Now I concede that people can abuse holds. You can put multiple flights on hold and sometimes get away with it (I say sometimes, because the AA system also reserves the right and sometimes does auto-cancel double-booked itineraries, but often does not…). This ties up cheaper fares that others may skip over if being held.
Even though I understand why it makes sense to hold, say for example, an 8:00 am and a 12:00 pm flight from New York to Los Angeles because you’re not sure which one you’ll use, perhaps a compromise could be that AA only allows ticket holds for those who are logged into their AAdvantage account and in that case, only one at a time, regardless of whether they overlap or not. While not ideal, I would take that compromise.
At least for now, award tickets can still be held for five days.
CONCLUSION
American Airlines is not just taking away revenue ticket holds to be mean…it must have decided it did not make business sense. But I would encourage AA to rethink this plan and continue to allow holds in limited capacities, like one per customer at a time when being logged in. This policy change will impact my business with American and I suspect I am not the only one. Giving passengers the ability to hold fares not only reduces the need for refunds but builds long-term loyalty.
“Importantly, American Airlines is happy to charge your card immediately but warns that refunds may take 7-10 business days. ”
It’s like separate-but-equal charge and refund policies all over again.
Your joke was stale yesterday. Today, it is rancid. Now go sashay away.
AA does not hold your refund or take it’s sweet time getting it back to you. When a refund is issued, customers are at the mercy of the banks posting the refunds, which could take 7-10 business days. It could even take 1-2 billing cycles. It is not AA’s fault. I know this because I work for AA. Please stop spreading false information as your credibility takes a hit when you do.
@Matthew – Apropos of nothing here, have you noticed that Qatar business class award space from the US is simply not showing up on AA’s website? BA also seems to have problems with seeing it but Alaska shows it at a horrific price. I’m wondering if this is bookable by phone with American or space is just blocked.
Good question. I’ll investigate.
Fwiw I’ve seen quite a lot of Qatar award space on American for two passengers (NEVER 3) from Europe to Doha. Including 62.5k first class on the a330 from Cathay and some business class. Almost every day. I have a family of five so need 3 somewhere!!
And yea, holds were awesome. Nothing like having a good fallback option. Although I have been boned by the different times zones restriction. Eg book by 9pm on Sunday was going on the time in Amman not chicago lolll
FYI: I can still put tickets on hold, but only on my app. If I couldn’t, though, they’d be losing money with me right now. It’s too important in my decision-making process. I simply wouldn’t buy.
I may not be understanding (I’m not an AA guy), but doesn’t the change put them alignment with UA’s processes?
Not only UA, but pretty much all carriers. AA used to go above and beyond what’s required by DOT, but apparently have decided it wasn’t buying them enough goodwill. C’est la vie.
In all fairness, every use case listed in the article is still possible with the 24-hour cancellation policy. And to the point of (potentially!) not getting a refund for a few days, well … you tie up the airline’s inventory for a day, maybe they get to tie up your credit line for a few days in exchange.
Recently had flights pulled up and without the HOLD I had to call because we had flight credits to apply. The fares went up $60pp with the res agent who was insistent that the HOLD was still available. Very frustrating and costly all around.
I think they’re back. I used one yesterday.