American Airlines has charged my credit card TWICE for services that I never received.
(1) In early 2018, I was charged $96.12 to upgrade my mother's seat on a flight. However, on that flight, AA did not upgrade her seat. (2) Recently in July 2019, the same thing happened. I tried to upgrade my mother's and my economy seats on an international trip, a birthday gift to my dear mother. For some reason, they upgraded mine but not my mother's. It was a huge inconvenience for my 80 year-old mother and me to sit separately for the 5 hour flight (on the upside, they let my mother have the upgrade while I sat in economy). A couple weeks later, I happened to check my credit card account and saw that AA had assessed two charges of $200.20 each, even though they only upgraded my ticket and not my mother's. Grrrrr.
During the second incident, when I mentioned my fear of being overcharged based on my previous experience, the airport representative who helped check us in assured me that I would not be charged for the upgrade that was not allowed. Also, I was only given a receipt for one upgrade of $200.20.
Here are other annoying aspects of my experiences: First, on both occasions, I only discovered the inappropriate charges weeks later while checking my credit card statements (which I honestly don't do often but must try to from now on). If I had not discovered the charges, AA would probably not have reimbursed me! Second, AA did not have the courtesy to issue any apology whatsoever on either occasion for the overcharge!
AA's conduct is an unacceptable business practice and should be looked into. I don't consider my experiences to be isolated incidents. Once my points are used up, I will not fly with AA.