Dear Mr. X:

Thank you for contacting Customer Relations at American Airlines.
Please accept my sincere apology. Although we cannot and do not guarantee seat assignments, we should have done more for you and your family to re-seat you together when your seats were reassigned due to an equipment change on both of your flights. Again, I am sorry.
I know I cannot go back and fix your seat assignments so you could travel together, so I have added 15,000 bonus miles to your AAdvantage® account. This mileage adjustment will be reflected in your account very soon.
I have sent your Preferred Seat purchases to Refunds to process a refund. We will issue an adjustment to the credit card account used to pay for the seats. A credit will be posted and should appear on one of your next two billing statements. In the meantime, we appreciate your patience. You can track the status of your refund via AA.com at the following link (please allow 10-14 days for the information to be available online):
https://www.refunds.aa.com/
Mr. X, I know we let you down and I apologize. Your family deserved better service than you received. Please travel with us again and give us the opportunity to provide you with the service you expect and deserve.


Sincerely,



Rex Thaier
Customer Relations

American Airlines