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Is My Voucher Still Valid?
ChrisCrossings · January 10, 2002

Q: Last June I voluntarily left an overbooked flight on TWA and was given a voucher. Is American Airlines going to honor these or do I need to do something with it now?

-- John Wise

A: Your voucher should be valid for a full year. TWA, which was acquired by American last spring, is now technically a subsidiary of American Airlines. Although the TWA brand was retired in early December, American is now responsible for any agreements you have with its new unit. However, I wouldn't be able to give you a definitive answer unless I could examine the voucher myself.

When American bought TWA, it promised "business as usual" for passengers and ticket holders while it integrated reservations systems, payroll systems, aircraft, procedures, and policies. Although the combination of the two airlines hasn't been painless (I base this on conversations I've had with friends who work at TWA and American), travelers have complained remarkably little during the switch.

I'm impressed with how smooth the TWA purchase has gone. Once the squabbling ended on the terms of the deal and the U.S. Department of Transportation signed off, American wasted little time introducing its "More Room Throughout Coach" seating plan, which added a considerable amount of legroom to TWA's fleet. American didn't have to tear out more than 1,500 seats in the back of the plane. It could have designated them as special TWA aircraft (and you probably remember TWA's ill-fated "comfort class," so there'd be a certain sense of irony). It didn't.

What's even more impressive is that American pulled this integration off at the worst possible time: amid a downturn in business and beset by a high-profile terrorist attack and accident. It couldn't have bought an airline at a worse time.

All of this is a roundabout way of saying that I think American will do right.

But don't take my word for it. If you're planning a trip and you'd like to use your voucher, consult a travel agent. A professional travel counselor will be able to make sense of the gobbledygook of rules and restrictions that vouchers tend to come with. A travel retailer can tell you when and how to use it and in the unlikely event that American tries to deny you the use of the voucher, he or she can probably fix it.

Bear in mind that unless the agent is either a personal friend or you're a regular customer, you need to make this exercise worthwhile. Travel agents aren't charity workers, even thought the airline industry would have you believe otherwise. Don't show up at an agent's doorstep with a voucher expecting the red-carpet treatment. Go only if you're going to book a trip.

Your other option is to call American yourself and find out if the voucher is any good. I tried locating the information on its website but the best I could do was to click on some generic material related to frequent flier programs and tickets. You're better off calling American's toll-free number at 800-223-5436 and speaking with an airline sales representative.

When you talk with the reservationist, try asking these questions: Are there any restrictions on how I can use the voucher? Do I need to have the voucher endorsed at an airline ticket counter? Are there any limits on the kind of ticket I can book? When does it expire?

I suspect that these questions will be unnecessary. But I'd ask them just in case. You are dealing with an airline, after all.

Christopher Elliott's column appears on weekly on Ticked.com. All e-mailed questions to ChrisCrossings become property of Ticked.com and may be edited, condensed or republished at the site's discretion. You may reach Elliott at chris@ticked.com. Or visit his home page at http://www.elliott.org.