What happened: Halfway through the day, a text arrives that says our MCO-DFW-SNA flight's delayed 10 minutes. Then 20. Then an hour (bad news, since our connection time is ~75 minutes.) Then we arrive at the airport, get into security, and the TSA decides to rip apart my carryon like I'm trying to smuggle contraband in my sandwich. While they're irradiating my snack for the umpteenth time, I get another text that now the departure time is moved up, and they're leaving in 10 minutes. We run over to the gate, with the agents berating us, and squish into the newly-reassigned seats they gave us (we were not the last ones on the plane.) We sit down for about 10 minutes, before they announce that the mechanical problem can't be fixed on the plane, and they're moving us to the next plane over. By now, the delay is increased to 80 minutes, and we're clearly not going to make the connection, and the flight from there is the last one of the night. We will not be going home today.
Compensation: After a lengthy but cordial discussion, they rebook us on flights in the morning, with both legs upgraded, and gave us hotel vouchers. They did not offer food vouchers, but I still had my glow-in-the-dark snack so it wasn't a big deal. When I got home, I emailed a report of the incident to customer service, and they responded with 10k miles for each of us.
Comments: In the past, when I've had similar events, they gave me $200 vouchers for each person, which I would have preferred. I did not specifically ask for cash in lieu of miles, so I don't know if it's a new policy, or if I just had to be specific as to what I wanted to get it--I don't remember having done so in the past.
Last edited by lonegungirl; Oct 13, 09 at 8:01 pm.
Location: LAX, STL or somewhere I don't want to be
Programs: AA Plat, BAEC, OneUnited
Posts: 163
On my LHR-JFK-LAX I was given the wrong gate so missed the flight to LAX. I was given a F seat to LAX on the last flight out that day instead of staying in New York for the night. No problem I'm good Problem is they put my bags on the last flight the NEXT DAY!!! I was a bit upset and when I talked with AA they basically said it's your fault should have paid attention. ...? If it was my fault why did they try so hard to get me on the last flight out and give me an F seat while saying sorry WE messed up?
Anyway, I got my bags back 48 hours after I got home. So to fix this problem I'm using BA now on any TATL flights. Will it be better? I hope so, but who knows? The JFK staff were great but, the AA service rep was well....
On my LHR-JFK-LAX I was given the wrong gate so missed the flight to LAX. I was a bit upset and when I talked with AA they basically said it's your fault should have paid attention. ...?
Just so I understand- you went to the wrong gate based on information someone gave you, presumably without checking the monitor and are not sure why they think it's your fault? Just checking.
Location: LAX, STL or somewhere I don't want to be
Programs: AA Plat, BAEC, OneUnited
Posts: 163
Quote:
Originally Posted by brp
Just so I understand- you went to the wrong gate based on information someone gave you, presumably without checking the monitor and are not sure why they think it's your fault? Just checking.
Cheers.
Monitor was wrong and asked as well to make sure the monitor was correct (as I always do) at the gate I had arrived in. They said, "If that is what the monitor says then I would go there sir." What happened was they had moved to another gate because of a tech issue with the original plane. Because of a weather delay in LHR we were late and the FA's didn't know this had happened.
The part that I was upset about was the fact it took two days to get my bags back. I wasn't complaining about missing the flight. It happens you can't control the weather. I should have gave myself more time that's my mistake. I had done these same flights a few times before so I figured I would be ok....guess not.
The part that I was upset about was the fact it took two days to get my bags back. I wasn't complaining about missing the flight. It happens you can't control the weather. I should have gave myself more time that's my mistake. I had done these same flights a few times before so I figured I would be ok....guess not.
Since this is a compensation thread, I think it would be worthwhile to remind everyone of DOT's announcement about how airlines should be compensating for delays in luggage.
From the actual notice to airlines:
Quote:
This notice is intended to give guidance to air carriers on their policies relating to the reimbursement of passengers’ expenses in cases where baggage has been lost, damaged or delayed. We have learned that a number of airlines have adopted policies that purport to limit reimbursement for such expenses in a variety of ways.
These policies may be contained in contracts of carriage or, more often, in informal printed advisory handouts available from ticket counters or carrier agents. For example, we are aware of one such advisory handout that denies any reimbursement “for necessities” where the baggage is “expected” to reach the passenger within 24 hours of filing a delayed baggage report and limits reimbursement to actual expenses up to a fixed maximum amount per day after the first day. Also, some carriers may be providing reimbursement to passengers for incidental expenses incurred only after the outbound leg of a roundtrip.
The Department’s baggage liability rule, 14 CFR Part 254, contains no such limitations, and it is the enforcement policy of the Office of Aviation Enforcement and Proceedings (Aviation Enforcement Office) to consider any arbitrary limits on expense reimbursement incurred in cases involving lost, damaged or delayed baggage to violate Part 254 and to constitute an unfair and deceptive practice and unfair method of competition in violation of 49 U.S.C. § 41712. Section 254.4 states that an air carrier “shall not limit its liability for provable direct or consequential damages [emphasis added]” relating to lost, damaged or delayed baggage to less than $3,300 per passenger. To meet the requirements of Part 254 and the requirements implicit in 49 U.S.C. § 41712, carriers should remain willing to cover all reasonable, actual and verifiable expenses related to baggage loss, damage or delay up to the amount stated in Part 254.
Carriers should, therefore, review their contracts of carriage and any supplemental printed materials with respect to provisions for reimbursement of direct or incidental expenses related to baggage loss, damage or delay. These should not include terms setting arbitrary limits on reimbursement, apart from those set forth in Part 254. If appropriate, carriers should promptly modify any printed documents, such as internal procedures and guidance and consumer informational materials, to conform to the Department’s rules and this guidance. After 90 days from the date of issue of this notice, the Aviation Enforcement Office will pursue enforcement action in appropriate cases where unlawful reimbursement policies are not corrected.
Location: LAX, STL or somewhere I don't want to be
Programs: AA Plat, BAEC, OneUnited
Posts: 163
Quote:
Originally Posted by SocietyFlyGirl
how airlines should be compensating for delays in luggage.
:
When did I state that I felt I should have been compensated for my baggage? I got compensated for the delay and missing my flight, which is fine They totally messed up my baggage situation is what I was upset about
When did I state that I felt I should have been compensated for my baggage? I got compensated for the delay and missing my flight, which is fine They totally messed up my baggage situation is what I was upset about
If this is not about compensation (either about the incorrect gate or the baggage delay), why is it posted in the compensation thread? I guess we assumed that you were looking for compensation
(By the way- the one time BA made us check luggage LGW-AMS...it showed up 4 days later- good luck )
Location: LAX, STL or somewhere I don't want to be
Programs: AA Plat, BAEC, OneUnited
Posts: 163
Quote:
Originally Posted by brp
If this is not about compensation (either about the incorrect gate or the baggage delay), why is it posted in the compensation thread? I guess we assumed that you were looking for compensation
(By the way- the one time BA made us check luggage LGW-AMS...it showed up 4 days later- good luck )
Cheers.
Sigh....once again I did get compensated getting a F seat on the next flight (as stated).
About the BA thing thats why I always carry on two days worth of clothes.
A friendly suggestion - it would be helpful if people posting their compensation experiences could use the format outlined in the OP of this thread - makes it much easier to scan and to separate 'entries' from discussion. Might also have prevented above confusion.
Programs: AA Gold, *wood Gold, Hilton Honors Silver
Posts: 786
I would love FT's advice/thoughts in helping me decide whether to email AA or not.
I was flying YUL-LGA-ORD-MCI last Saturday. Mr. Zipadee and I were upgraded to F for LGA-MCI. I had wanted the ugprade in part because we would get a hot meal from LGA-ORD and we weren't really going to have time for dinner in LGA or ORD. We got the upgrade (cost six stickers) but no hot meal. The oven was broken.
We got salads but Mr. Zipadee has diverticulitis so he didn't want to chance eating a salad on a long flight. So all he had was nuts (not warm but still yummy) and the cheese/crackers. We bolted off the plane at ORD and snarfed down McDonald's (eww).
I was going to email AA and asked for restoring two or three stickers or some miles. But, I've only had 3 stickers taken out of my account and it's been six days. Since upgrade deductions are usually instanteous, should I assume the three stickers not being deducted is for the non working oven? Is that fair compensation? (after all it's what I was hoping for). Should I still email, hoping for more or will I chance losing the stickers if they look into the issue? What would you suggest? My thinking is pocket the three stickers and be done with it but wondering if I'm settling too low? For what it's worth, I didn't get any email from American Airlines about the non working oven or explaining why only three stickers were taken instead of six. Thank you in advance.
I'd take the non-deducted stickers and run. If you write, you run the risk of getting the "the upgrade is about the bigger seat and the rest is gravy" argument and having them look into the stickers. Since they hold all the cards, they can get away with that rationalization and have at other times.
Date: Oct 2009
AAdvantage Status: None
Fare class: Coach
What happened: 3 toilets blocked an hour after take off from DFW, diverted into ORD where we changed onto another 767. 1 hour early arrival turned into 2 hour late arrival into LHR
Compensation: 20K miles
Comments: I wrote to praise the crew on the way they kept us fully informed on what was going on, including the overweight landing at ORD and the maintenance checks which were taking place on the new plane prior to take off. The crew attitude difused any moaning and all the passengers accepted the situation with good grace. I also praised one particular experienced blonde attendant who interacted with all the passengers. I didnt ask for compensation, my partner who was with me also got the miles.
Date: Oct 2009
AAdvantage Status: None
Fare class: Coach
What happened: 3 toilets blocked an hour after take off from DFW, diverted into ORD where we changed onto another 767. 1 hour early arrival turned into 2 hour late arrival into LHR
Compensation: 20K miles
Comments: I wrote to praise the crew on the way they kept us fully informed on what was going on, including the overweight landing at ORD and the maintenance checks which were taking place on the new plane prior to take off. The crew attitude difused any moaning and all the passengers accepted the situation with good grace. I also praised one particular experienced blonde attendant who interacted with all the passengers. I didnt ask for compensation, my partner who was with me also got the miles.
WOW... 20K for one person?? for being 2 hours late. ... not bad
AAdvantage Status: Gold (thanks to compensation... Platinum in 48 hours)
Fare class: Coach
What happened: Flight was already one hour late taking off to begin with. We board and sit on the plane for about 45 minutes when the captain announces over the PA that a fuel related part has failed and, per the recommendation from maintenance, that the plane be placed out of service. We were told the flight was canceled. I was curious about this, so later that evening I went to AA.com to check out the flight status. It eventually took off (Maybe they had to position the plane)... six hours late.
Compensation: I requested a refund at the main terminal, which was given to me. I was disappointed because this flight would have pushed me to Platinum. I called AAdvantage support and stated my case. They are going to give me the EQMs from this itinerary, thus, Platinum status.
Comments: I sometimes hate on AA, but once again their AAdvantage program shines.
Problem is they put my bags on the last flight the NEXT DAY!!! I was a bit upset and when I talked with AA they basically said it's your fault should have paid attention. ...? If it was my fault why did they try so hard to get me on the last flight out and give me an F seat while saying sorry WE messed up? 
I got compensated for the delay and missing my flight, which is fine
Nice
