AA error led to cancelled reservation, said they'd do nothing [$600 vouchers finally]
Sep 12, 2013, 12:11 pm
#181
Join Date: Jan 2013
Location: Hawai'i Nei
Programs: Au: UA, Marriott, Hilton; GE
Posts: 7,140
Congratulations on your receiving compensation. I wonder if AA agents trolling this site decided to try to end the drama here by ponying up the certificates?
Sep 12, 2013, 12:29 pm
#182
Join Date: Oct 2008
Posts: 2,384
That would be sad to know. I'd rather be blissful and think that they had a genuine change of heart.
Sep 12, 2013, 12:34 pm
#183
Join Date: Jan 2013
Location: Hawai'i Nei
Programs: Au: UA, Marriott, Hilton; GE
Posts: 7,140
Sep 12, 2013, 12:58 pm
#184
FlyerTalk Evangelist
Join Date: Jul 2003
Location: jfk area
Programs: AA platinum; 2MM AA, Delta Diamond, Hilton Diamond
Posts: 10,291
Before the internet complaints didn't get aired publically (unless some newspaper got interested in your issue). Now (especially with a board as popular as FT), "big" companies, airlines in particular, can gain popularity by doing the "right thing", even though they don't have to. Perhaps one of the conditions of receiving the "gift", should be that they publicize their good fortune.
Sep 12, 2013, 1:10 pm
#185
Join Date: Mar 2009
Posts: 248
^ Two round trip tickets would probably have cost AA much less than the negative publicity generated by this fiasco.
Sep 12, 2013, 1:34 pm
#186
Join Date: Oct 2008
Posts: 2,384
It was probably like a "Saving Private Ryan" type of moment. Someone saw the complaint, and took it to the head of customer service. They then immediately saw that it was against AA values, and took it to Tom Horton who directed the swift and immediate action to compensate caviargal1956 at all costs - including vouchers! Very human.
Sep 12, 2013, 1:39 pm
#187
Join Date: Jan 2013
Location: Hawai'i Nei
Programs: Au: UA, Marriott, Hilton; GE
Posts: 7,140
It was probably like a "Saving Private Ryan" type of moment. Someone saw the complaint, and took it to the head of customer service. They then immediately saw that it was against AA values, and took it to Tom Horton who directed the swift and immediate action to compensate caviargal1956 at all costs - including vouchers! Very human.
Sep 12, 2013, 2:16 pm
#188
Join Date: Jul 2009
Location: DFW
Programs: AS, BA, AA
Posts: 3,670
Glad OP got her resolution, but honestly, if I were her, I don't think I would fly AA ever again if I could avoid it. I do hope she pursues a DOT filing - this 'oops we took your money but didn't manage to issue the ticket' is nothing short of illegal, as brp eloquently pointed out.
Sep 12, 2013, 2:31 pm
#189
Join Date: Feb 2011
Posts: 1,353
I received an email yesterday from AA along with two $300 travel vouchers. It appears that Customer Service management felt that we deserved some compensation for what happened.
While I would have preferred not to have to fly with them again, I am satisfied that they responded to my email/snail mail messages with more than a dismissal of my issue.
While I would have preferred not to have to fly with them again, I am satisfied that they responded to my email/snail mail messages with more than a dismissal of my issue.
It's entirely possible the DOT will agree with AA and you're left with the vouchers, or they may insist that AA give a full cash compensation. No harm in finding out. But that's just me, I know others feel differently
Sep 13, 2013, 9:21 am
#190
Moderator: American AAdvantage, Signatures
Join Date: Jan 2008
Location: London, England
Programs: UA 1K, Hilton Diamond, IHG Diamond Ambassador, National Exec, AA EXP Emeritus
Posts: 9,765