Programs: AA EXP, Waiting for Taco Bell loylalty program
Posts: 134
Quote:
Originally Posted by brp
AA tends to reimburse, if at all, for things over which they have responsibility
This is my assumption, just wondering aloud. Although there's always the "but I got one" FT outlier, I'm sure AA will be deluged with claims for which they can hang their hat on the "Travelers with bombish backpacks" are out of our control clause after the LGA incident.
Quote:
Originally Posted by pkerr
Wans't there transportation provided to you to get from LAX to SNA? Shuttle? Bus? Something?
Well, I'm sure now (in hindsight) that AA would've done the right thing had I pursued it at LAX. However, since we were in a hurry and had started the day being greeted with the NYPD Bomb Squad, we figured we'd take a cab--taking the advice of the 'friend' who would have picked us up at SNA who said it was ok to take a cab. I'm sure Super Shuttle would've been cheaper, too late.
I did read about someone being offered a shuttle a while back between SNA-LAX (not sure which direction) due to a late arrival/rebooking issue during a MR.
That was my experience. Arriving at DFW after my flight to SNA had departed, they sent us to LAX (got bumped to F as I was one of the first to be assigned to the "new" flight)
When we arrived at LAX they told us to meet outside and wait for a bus. Several of us didn't want to wait for however long that would take and got a shuttle to SNA. We told the driver AA was taking care of it and he shrugged and said O.K. and away we went.
__________________
Made it to 2mm - Double Miles Here I Come - 2,012,287 What's next? 3,000,000?
Date: 29th July 2009
Flight: AA 91 LHR - ORD, Coach
Status: EXP (me), PLT (Mrs slakko)
Problem: AVOD failed in Coach cabin. Main screen alternative used; but audio failed.
Action: Wrote letter notifying AA of problem using AA Customer Service online link on Tuesday 4th August. Did not specifically ask for any kind of compensation
Result: 10k AA miles each for myself and my wife, posted to account 6th August.
Closing the loop what we got for overnight mechanical EWR-MIA
Quote:
Originally Posted by 200 ngts/ 200 legs/year
Looking for some guidance on best plan of action-
Date: July 26/27, 2009 AAdvantage Status: Plat Fare class: Y What happened: Mechanical/weather/Mechanical delays added up to 14+ Hours delayed and first 6 at the gate with family and 2 very young children- EWR-MIA- so not a ton of options- We were IN TRANSIST not "home" as we were returning to MIA where we live.
Compensation: TBD, so far $40 in "dinner" vouchers and $20 in "breakfast" vouchers- BFast was useless and dinner not much better (as by the time we finished with the agents it was 8pm and we had young children with a 3AM wakeup).
Comments: Looking for some guidance from this group as to how to proceed.
The basics flight set to leave yesterday at 4:45pm was first held for weather in MIA, then Mechanical in EWR then weather in EWR then another mechanical @ EWR. So we were at the gate or in the Admirals Club from 3:30pm until 8pm.
Finally announced flight would leave this AM @6AM and that you could leave. Obviously went to the agents and was told that we were not eligible for a hotel voucher and we "go home" I reminded them that I was on a round trip in transit and they were supposed to get me home. The agent rudely suggested that AA was certainly not giving out hotels (this turned out to be false). At the time it was not clear to me if the final cause of the delay to the next AM was weather or Mechanical (weather a bit odd at 7pm+ to send us "home"). I assumed it was mechanical and have since confirmed from the flight crew (this AM) that it was a mechanical.
I politely asked the agent where she suggested I take my 1 and 4 year old since we dont live in the airport on NY Metro area (and to get back to EWR for a 6AM...). She gave me a distressed passenger rate........ turns out to be the same hotel that others got comped vouchers. So we paid $93.75 for the room and $30 for food b/c the hotel of course had no restaruant.
At the hotel this AM, along with half my flight (most of whom DID get Hotel vouchers), I learned that I was flat out lied to by the agent and the same agent gave many other people the room for free.
Note we had checked luggage and a 1 and 4 year old with 2 adults so rebooking was not an easy solution.
I am sure in hindsight I should have called the Plat desk but assumed until this AM that I was being told the truth in "the new airline world of beancounters".
So how to proceed, I figure all 4 of our AA accounts should get circa 10k miles PLUS I would like to get the Hotel reimbursed (HAH!) but would settle for a flight credit. It seems unfair in policy and equity that if this was a mechanical (which one of the food vouchers- which we did not use clearly says- again did not see that last night) and I was in transit I deserved the same treatment as the other passengers.
Need advice on course of action AND path of communication (email, snail mail, phone etc).
Waited until Aug 10th to contact AA via online tool (between work and cooling off was first chance), before contact AA issued 15k miles to some of the 4 AA accounts in our family.
Asked for other accounts to be issued the 15k miles "apology" and flight voucher to balance hotel as well as clarification on hotel voucher policy.
All accounts got the 15k mile apology (x4) plus we did get the flight voucher and an apology that we should have gotten a hotel voucher for our hotel stay. Per the reply-Only NY metro residents were not eligible for hotel vouchers, so we should have been offered them. Instead as I requested I got an eVoucher for the amount of out of pocket Hotel expenses (which is going to get used today to book another AA flight).
Overall AA Customer Service made a bad situation as "right" as they could understanding that mechanicals do happen to us all, however EWR gate agents might need some training
Date: August 5, 2009
Flight: AA 1379 MIA - DFW, Coach
Status: None
Problem: Seat recline button would not work. Seat would rock forward and backwards.
Action: Wrote letter notifying AA of problem using AA Customer Service online link on August 6. Did not specifically ask for any kind of compensation
Result: Received response on the same day. 3k AA miles, posted to account August 6.
Date: August 21, 2009
Flight: 269 JFK-SEA
Status: PLT (me), none (Mr. Fox)
Problem: Departure delayed by 4 hours. First announced as mechanical, then complicated by weather--a spectacular summer storm that rolled in around original departure time
Action: none
Compensation: GA at JFK distributed $10 food vouchers, worked to rebook pax with missed connections. On landing at SEA a ground officer boarded and announced that hotel vouchers and new boarding passes would be available for connecting pax. Two days later I got an e-mail notifying me that 5000 miles had been deposited to my account; Mr. Fox got 3000 (miles were there when we checked).
Unexpected and nicely handled. I might have wanted more had I been connecting or otherwise on a deadline, but I thought this was well done. And the JFK GA was grace under pressure personified.
misinformation in AC and/or sign of things to come?
At the AC I tried to improve my coach seat for Sunday's ORD-BRU redeye, which was pretty full (tour group). When I vaguely inquired about business class, hoping that they might roll the cabins forward, the agent offered to confirm my upgrade for 25K miles plus a $450 co-pay. I flinched and asked if the co-pays had been increased recently. Agent said yes, but today I see that AA still lists the $350 co-pay that has been in effect since last fall. Sign of things to come or merely a badly misinformed agent?
On another note, the flight made an unexpected stop at Shannon to evacuate a sick pax, lengthening an uncomfortable 8-hour flight to almost 10 hours. Is it normal to receive a few miles in compensation or would it be considered churlish to ask? I had a pretty uncomfortable flight, but nothing like that sick pax.
Programs: AA EXP (OW Emerald), CO Plat (*A Gold), AdmsClub, HH Silver, PC Gold. LH/BA/UA pond scum
Posts: 911
Quote:
Originally Posted by Fornebufox
Agent said yes, but today I see that AA still lists the $350 co-pay that has been in effect since last fall. Sign of things to come or merely a badly misinformed agent?
At some point before flights, I can't remember the exact number of days, (7?, 10? something like that) there is a $100 fee tacked on for the expedited handling of the upgrade. I guess someone has to add an extra seat and needs to be paid for their trouble.
At some point before flights, I can't remember the exact number of days, (7?, 10? something like that) there is a $100 fee tacked on for the expedited handling of the upgrade. I guess someone has to add an extra seat and needs to be paid for their trouble.
I think you probably hit it ($100 inside 6 days of departure - IIRC, the 'ticket by' date for award travel translates to 'request by' date for upgrade awards):
We flew AA123 from DFW to HNL on Sun. 9/6/09 and the AV didn’t work for the flight so no movies and music . They apologized and asked us to e-mail customer service. It wasn’t a big deal for me and the kids since I brought my latop for them to watch when they got really cranky the last 3 hours of the flight.
Is it worth writing a polite complaint letter/e-mail and if so what is the comp these days. I saw someone got 10K miles in 2002. Apologies in advance if this info is burried somewhere in the comp thread.
Programs: AA EXP, BA Exec Club, LANPASS, Hilton HHonors
Posts: 718
One of the latest posts in the master comp thread lists 10k for an IFE failure in Aug 09. There are many similar examples in there.
The comp for non-functioning IFE often exceeds that offered for delays. I virtually never use the IFE and pray that it fails on each flight - 10k miles or IFE. A no-brainer for me
Apologies in advance if this info is burried somewhere in the comp thread.
It is certainly hard to ferret information out of that thread. Of course, new compensation questions should probably be put there to begin, IMO, rather than in new threads.
One of the latest posts in the master comp thread lists 10k for an IFE failure in Aug 09. There are many similar examples in there.
The comp for non-functioning IFE often exceeds that offered for delays. I virtually never use the IFE and pray that it fails on each flight - 10k miles or IFE. A no-brainer for me
Thanks! Can each adult with an AA FF # get the 10K miles each by filing the same compliant re: IFE not working (or will they notice we are all on the same PNR)?
Closing the loop what we got for overnight mechanical EWR-MIA
on Sun. 9/6/09 and the AV didn’t work for the flight so no movies and music 
. They apologized and asked us to e-mail customer service. It wasn’t a big deal for me and the kids since I brought my latop for them to watch when they got really cranky the last 3 hours of the flight.
