Status: Gold (with 42k miles so far this year)
Date: July 20, 2007
Class: Coach
Compensation: 4,000 miles
Addt'l Info: Lots of issues on this flight:
1. Delayed at the gate waiting for the last flight attendent (30 min)
2. Delayed for maintenance after boarding for fuel gauge problem (15 min)
3. Delayed further for "paperwork" (15 min)
4. Delayed further as the ground crew had moved on (20 min)
5. After we were airbourne, discovered the aircraft had no running water, neither for coffee or in the lav
6. At DFW, baggage was delivered to the wrong claim area, 6 gates away.
My sister and B-i-L (both EXPs) were booked to fly BOS-DFW-HNL on a YUP fare a few days ago.\
...
AA did put in 11,000 miles each into their accounts as a Customer Service Bonus without asking.
I'm sorry they had a bad travel day . I hope it didn't spoil their vacation. Fortunately, since they're both EXPs they both know that if you fly enough, you'll eventually have a bad travel day.
11K miles each seems adequate compensation. If they don't think it's enough, write to AA and say "thanks for the 11K miles, which is a step in the right direction, but it's simply not enough", etc. For sure AA can't read your mind and some sense thru telepathy that it's not enough. I'd be happy with the 11K, and it seems in line with the 10K each my wife and I received in June for a 9-hour delay (plus 3 more hours due to weather).
It seems to me that with all those delays, two EXPs could have phoned the magic number and found a better routing on the 763. That's sure what I would have tried to do. Of course maybe a better routing was not available.
Last edited by SquareDanceGuy; Jul 24, 07 at 8:55 pm.
It seems to me that with all those delays, two EXPs could have phoned the magic number and found a better routing on the 763. That's sure what I would have tried to do. Of course maybe a better routing was not available.
I do wonder if there was just nothing available in first class on alternative routing. BOS-ORD-HNL would seem logical, as would BOS-LAX-HNL, but some of those, especially BOS-LAX, can be very hard to get up front on short notice.
OP: Can I assume they were reaccomodated up front?
Location: AA EXP (1MM), AS MVPG, UA 2P, AMTK AGR SEL, SPG PLT, HH GLD
Posts: 1,345
Kudos to AA for acting automatically on this. I would say 11k customer service miles for a 9hr delay (even considering the emergency landing) is quite good.
Status: Plat
Date: July 27, 2007 NRT-ORD in Y
Issue: malfunctioning IFE
Compensation: 10,000 miles
Sent a brief e-mail mentioning IFE kept flopping over, had to hold it up to watch. Told them which flight/seat so they could notify mechs (also told FA). Also complimented matronly FA Lou (firm but friendly, managed the unruly herd quite well). Did not ask for, expect or desire anything, and was my first contact with AA cust svc. Rec'd reply & miles within about 4 days.
Status: None
Date: July 23, 2007
Class: Coach (Y fare, rerouting booked by US)
Condition: After confirming on first flight ORD-STL and arriving at the airport, gate agent claimed I'd never confirmed and that I was on an afternoon flight.
Compensation: 4,000 miles
Addt'l Info: On overnight flight and unable to access ticket counter. Phone rep confirmed seat on first flight with ticket number and confirmation number. Arrived to ORD and gate agent explained an airport agent had moved me to a much later flight. When I asked about my confirmation, she stated, "if you call at night, your call gets sent to India and you just can't trust what those people tell you." (really). First contact with AA cust. rel. Email to Customer Relations, response in 8 days.
Status: Platinum (Gold at the time the flight commenced)
Date: June 20, 2007
Class: Coach (Eagle Flight)
Compensation: 4,000 miles
Issues:
1. 7.5 hours delay from the initial scheduled - the flight eventually got cancelled later on that day.
2. Unprofessional gate agent and on-the-phone representative.
Programs: AA (EXP, 2MM), Starwood (Gold), Hilton (Diamond)
Posts: 1,729
Quote:
Originally Posted by pahicks
Status: None
Date: July 23, 2007
Class: Coach (Y fare, rerouting booked by US)
Condition: After confirming on first flight ORD-STL and arriving at the airport, gate agent claimed I'd never confirmed and that I was on an afternoon flight.
Compensation: 4,000 miles
Addt'l Info: On overnight flight and unable to access ticket counter. Phone rep confirmed seat on first flight with ticket number and confirmation number. Arrived to ORD and gate agent explained an airport agent had moved me to a much later flight. When I asked about my confirmation, she stated, "if you call at night, your call gets sent to India and you just can't trust what those people tell you." (really). First contact with AA cust. rel. Email to Customer Relations, response in 8 days.
Sorry, but I'm confused. You were on an overnight flight but called AA to confirm your next flight? Why do you need to confirm? Were you on stand-by or something?
So, you called AA to confirm and were told your seat. But when you arrived at the airport, you were told that an airport agent had moved you to a different flight? Were you given a reason for being moved? Or were you told that the phone agent hadn't really put you on a flight, so the airport agent simply assigned you to whatever flight was convenient? What sort of fare were you on?
The gate agent told you that the phone agents are in India? I've never heard that about AA (UA, sure).
I was on US itin scheduled to arrive to STL on 7/22. First US flight was delayed, so I missed my connection, the last flight out of PHX. US rebooked me on UA (PHX-ORD, 12am-5am) and AA (ORD-CHI, 7am-8am). The AA counter in PHX was closed for the night and, though I had an Eticket#, I wanted to be sure I wasn't flying to ORD without a flight out, so I called AA to confirm that I was on the 7am flight. I gave the AA agent my Eticket#, she confirmed my seat on 7am flight and gave me a confirmation code. I was on a Y-fare.
When I arrived to ORD, the gate agent told me that I was assigned to whatever flight was convenient. Basically the gate agent said the phone rep either lied to me or was so inept that she was unable to distinguish between an afternoon flight and the 7am flight I had an Eticket# for. Another agent speculated that the phone rep had failed to confirm me in the system, so I was ticketed on an oversold flight and an agent at ORD just moved me to a later, less full flight without informing me or making a notation in the system. End result is that I did everything I could to confirm my 7am flight but I wound up flying overnight PHX-ORD just to spend a long day at ORD.
And yes the gate agent told me that since I called a night, the call was outsourced to a phone agent in India. Not only had I never heard that before, but the phone rep I spoke with sounded like she might have been Texas or southwest US, based on accent alone. The gate agent was merely trying to shift the blame on someone else. In addition, when I spoke with AA Cust Serv later, the first rep I spoke with tried to defend the agent's comments, saying that in his personal experience, the quality of service on calls outsourced to India is quite inferior. I was totally shocked.
Programs: AA EXP (1.3MM), Hilton Gold, Marriot Gold
Posts: 2,183
Status: Gold
Date: June 27-28th, 2007
Class: First (KUP Fare)
Compensation: Original routing credit as if flown on AA, $200 customer service voucher.
Issues:
1. Weather cancellations, rebooked through RDU (AE). GA shut gate 15 minutes before flight left, in my face.
2. Rebooked on non-stop (Midwest) the next day, I picked up another night at hotel, no first class on the plane. Given the talk about how I had purchased a "coach fare with upgrade, and so I wouldn't be rebooked in F on another carrier".
Details:
Inquired as to how a person shopping on aa.com was supposed to tell the difference when they just picked "First Class", explained the situation and asked for original routing credit.
Programs: AA EXP, Hertz #1 President's Circle, SPG Platinum
Posts: 262
I've had issues with getting compensation out of AA for late flights and lost luggage in the past. I was in First on a flight from DFW to LAS a week ago and had an FA that was very rude, even threatened to serve tap water prior to take off as he was out of bottled water.
I sent a feedback on aa.com just to let them know as this is not the kind of service I'm used to from any AA FA's, let alone in First.
They surprised me with an apologetic email and 4,000 bonus miles.
I know this question is asked often and I did my search but wondered considering current conditions (tough summer) of the airline industry whether FT'rs have any new feelings on this situation.
Flight 854 on 8/2/07 LAS-STL was scheduled to depart LAS at 2:05pm and arrive STL at 7:20pm. The flight was orginally delayed on the board by 30 minutes and actually pushed back about one hour late. After 20 minutes on the runway, the pilot announced that we had a hydraulic problem and in addition the flight attendants had a long day and were now illegal.
We pushed back to the terminal deplaned and the plane with our luggage was towed away. We were informed that a new crew of FA's would be arriving from ORD at about 7:30pm and were given $10.00 food vouchers. That flight was delayed a bit and to make a long story short we departed LAS around 9:00 pm and arrived in STL at 2:00am. To add insult to injury the baggage carousel broke and added another 30 minutes to the saga. I left the airport at 3:00am.
The gate agent in Las Vegas was terrific as were all of the AA personel. I realize as much as everyone that these things happen. But my question is should I even call customer relations and ask nicely for upgrade segments and/or miles and if so, what would one expect for this?
Thanks in advance for your responses.
Last edited by chiproos; Aug 4, 07 at 11:55 am.
Reason: spelling
Programs: AA Ex Plt, 1.6MM, BMI Diamond, HH Diamond, SPG Plt
Posts: 5,689
The AA master guide to compensation is updated quick regularly. The chances are quite good that you'll receive a mileage credit of 8 - 10K to your account in the next week or so w/o a request.
