It would be inaccurate to say that American Airlines lied to Kori Conley’s friend when she tried to fix her airline ticket.
She needed to get home for Christmas with her kids, but someone else was paying for her ticket and they’d bungled the reservation, confusing the origin and destination airports on her itinerary.
“My friend called immediately — we’re talking right away — to let them know the error,” says Conley. “They in turn told her there would be a $200 per ticket fee — an extra $600 to fix three tickets.”
It would also be inaccurate to say the American Airline representative who Conley’s friend talked to told her the whole truth. See, under the Transportation Department’s 24-hour rule, she could have canceled her flight and made a new reservation at no charge.