An American Airlines passenger flying from Dallas/Fort Worth to Minneapolis Saint Paul reported being wrongly charged for a complimentary beverage in Main Cabin Extra (MCE). The incident highlights inconsistencies in how the airline communicates and enforces its in-flight service policies.
Passenger Charged for Complimentary Drink
The passenger ordered a Woodford and Coke, but the flight attendant claimed that only beer and wine were free in MCE, not spirits. When asked if this was a new policy, the attendant said American Airlines was “cracking down” on drink entitlements, forcing the passenger to pay for the order.
Airline App Confirms Passenger Was Right
After the flight, the passenger checked with American Airlines support through the app, which confirmed that spirits are indeed complimentary for MCE passengers. The airline advised them to file a refund request for the charged drink.
Refund Request Denied by Customer Service
However, when customer service followed up, they denied the refund. The representative argued that Main Cabin Extra and Main Cabin are the same category. Instead of a clear explanation, the passenger received a generic link that failed to outline MCE-specific benefits.
Policy Confusion and Poor Communication
The traveller pointed out receiving three different answers from the flight attendant, app support, and customer service. The inconsistency highlights the airline’s poor internal communication and the need for clearer guidelines to ensure passengers get the benefits they pay for.
