I was flying domestically on American Airlines in economy when, after taxiing to the runway, the aircraft returned to the gate due to an equipment issue. The flight was then cancelled and passengers were deplaned. At the gate, we were given instructions to call a number to arrange rebooking.
Before calling, I also tried rebooking through the app multiple times, but it would not allow me to proceed and either showed that I needed to call customer service or that I could not change my booking online.
When I called the provided number, the representative told me I would need to pay to rebook. The amount changed multiple times, from 450 dollars to 180 dollars, and then to 160 dollars. Each time, I was asked to confirm that I would waive my rights and accept the offer. I explained that it did not make sense to pay for a flight cancellation caused by the airline, but the agent did not change the response.
Eventually, I went to the gate counter where other passengers were also trying to rebook or deal with baggage issues. A gate agent there told me to hang up, saying it was incorrect and that I should not be charged. She then assisted me directly.
After waiting in line again, another agent helped me rebook after asking if I had tried the app or phone line, which I had already done.
I am confused about why I was initially told to pay and why there was such inconsistency between customer service and gate staff. I would like to understand what happened and whether there was a better way to handle it.
I eventually arrived at my destination about 15 hours later instead of the original 2.5 hour journey due to rerouting and a connection.
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