Jan 18, 2015, 9:30 pm
Last edit by: hurnik
Contacting AA Customer Relations & Discussion
Contacting Customer Relations, complaints and related issues
N.B. AA and US combined Customer Relations as of 20 January 2015
Wrong thread? Need AAdvantage Customer Service? Contacting AAdvantage Customer Service master thread (link)
NOTE: AA and US consolidated their main Customer Relations contact process January 2015. Whereas previously US CP and AA EP / EXP could contact Customer Relations by telephone, that is no longer possible.
To register complaints, one must use the e-form linked to here: Email AA Customer Relations (pops up AA e-form); there is no publicly published telephone number to call for AA Customer Relations. NOTE: form limited to 1,500 characters. Invalid character or empty required information field causes form refusal.
You may specify you want a reply within this form; if you do not do so, it is quite possible you won't receive an acknowledgement of your communication. The initial reply may be a mere acknowledgement; if there is a case number, record it and use it in future communication
Also note replies from AA Customer Relations can not be autoreplied to. (Clarification here):
It appears that AA is using bot-generated replies to your complaint form. You CAN reply to that email if you want to get your complaint routed to a real person. Otherwise, the bot-generated email will simply issue an apology, and nothing more (no compensation). Once you reply to that auto-generated email, you should get a team member response in a few days.
It has been suggested separate issues be addressed by sending separate customer contact forms. Unfortunately, employees can easily conflate separate issues or stop reading after the first one.
One can include a telephone number and ask AACR call back. They will likely do so, but it will require you to monitor your phone until they call.
Contacting Customer Relations, complaints and related issues
N.B. AA and US combined Customer Relations as of 20 January 2015
=Q. What is the difference between AA Customer Relations and Customer Service?
Posted some time ago, still relevant: What is the best avenue to file such a complaint? Is it AAdvantage Customer Service, or AA Customer Relations? Each one seems to have its own email comments form on AA.com. When using these forms, are they usually pretty good about responding? If not, is there an email address I can directly email in a situation like this?
Reply by AmericanAirlines View Post:
Good question. American Airlines has 2 departments: one called Customer Relations and one called AAdvantage Customer Service.
AAdvantage Customer Service is for assisting AAdvantage members with account issues (address changes, mileage posting issues, etc…) American Airlines Customer Relations is for addressing customers past travel experiences (delays, employee issues, etc…)
...
Stephen @ AA
At one time, AA maintained an occasional and official "helpful lurker" presence, comprised of more than one person, with the FlyerTalk handle AmericanAirlines; AA has chosen not to maintain such a presence on FlyerTalk.
Posted some time ago, still relevant: What is the best avenue to file such a complaint? Is it AAdvantage Customer Service, or AA Customer Relations? Each one seems to have its own email comments form on AA.com. When using these forms, are they usually pretty good about responding? If not, is there an email address I can directly email in a situation like this?
Reply by AmericanAirlines View Post:
Good question. American Airlines has 2 departments: one called Customer Relations and one called AAdvantage Customer Service.
AAdvantage Customer Service is for assisting AAdvantage members with account issues (address changes, mileage posting issues, etc…) American Airlines Customer Relations is for addressing customers past travel experiences (delays, employee issues, etc…)
...
Stephen @ AA
At one time, AA maintained an occasional and official "helpful lurker" presence, comprised of more than one person, with the FlyerTalk handle AmericanAirlines; AA has chosen not to maintain such a presence on FlyerTalk.
Customer Relations
Our Customer Relations department is dedicated to addressing customer comments and unresolved concerns. The Customer Relations department will respond to our customer’s written complaints within 60 days. Customer Relations can be reached at:
U.S. Mail/Overnight Mail American Airlines Customer Relations
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034
Fax: 480-693-2300
Email AA Customer Relations Opens in a new window (link)
Our Customer Relations department is dedicated to addressing customer comments and unresolved concerns. The Customer Relations department will respond to our customer’s written complaints within 60 days. Customer Relations can be reached at:
U.S. Mail/Overnight Mail American Airlines Customer Relations
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034
Fax: 480-693-2300
Email AA Customer Relations Opens in a new window (link)
NOTE: AA and US consolidated their main Customer Relations contact process January 2015. Whereas previously US CP and AA EP / EXP could contact Customer Relations by telephone, that is no longer possible.
To register complaints, one must use the e-form linked to here: Email AA Customer Relations (pops up AA e-form); there is no publicly published telephone number to call for AA Customer Relations. NOTE: form limited to 1,500 characters. Invalid character or empty required information field causes form refusal.
You may specify you want a reply within this form; if you do not do so, it is quite possible you won't receive an acknowledgement of your communication. The initial reply may be a mere acknowledgement; if there is a case number, record it and use it in future communication
Also note replies from AA Customer Relations can not be autoreplied to. (Clarification here):
It appears that AA is using bot-generated replies to your complaint form. You CAN reply to that email if you want to get your complaint routed to a real person. Otherwise, the bot-generated email will simply issue an apology, and nothing more (no compensation). Once you reply to that auto-generated email, you should get a team member response in a few days.
It has been suggested separate issues be addressed by sending separate customer contact forms. Unfortunately, employees can easily conflate separate issues or stop reading after the first one.
One can include a telephone number and ask AACR call back. They will likely do so, but it will require you to monitor your phone until they call.
Compliment, Complaint, or Comment
Contact Information (including)
• Past Flight Experience
• Praise/Compliments
• Concerns/Complaints
• Suggestions/Communication
"We want to be sure we hear from you. Please verify that you are on the correct country version of aa.com, by checking the country flag displayed at the top of the page. Then submit your comments or inquiries using the link below: "
Email AA Customer Relations (pops up AA e-form)
See this page
(Limited to 1,500 character.)
Other Contact Information
Mail/Overnight mail
American Airlines Customer Relations
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034
Previously: Phone: 817-786-3778 and Fax: 480-693-2300
Need help with something else?
Contact Information (including)
• Past Flight Experience
• Praise/Compliments
• Concerns/Complaints
• Suggestions/Communication
"We want to be sure we hear from you. Please verify that you are on the correct country version of aa.com, by checking the country flag displayed at the top of the page. Then submit your comments or inquiries using the link below: "
Email AA Customer Relations (pops up AA e-form)
See this page
(Limited to 1,500 character.)
Other Contact Information
Mail/Overnight mail
American Airlines Customer Relations
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034
Previously: Phone: 817-786-3778 and Fax: 480-693-2300
Need help with something else?
- Upcoming or current travel
- Special needs / Disability assistance
- Frequent flyer program
- Delayed baggage
- Refunds
- Help booking online
- American Airlines Vacations
Who's the boss?Executive Contacts (Christopher Elliott - link)Primary Contact
Vincent Carcaterra
Director of Customer Relations
1 Skyview Drive
Fort Worth , Texas 76155
[email protected]
Secondary Contact
Kurt Stache
Senior Vice President – Customer Experience
1 Skyview Drive
Fort Worth, Texas 76155 76155
[email protected]
Note: calling or emailing is not necessarily effective nor recommended.
"Snail mail" or written material by courier may be more effective.
Suggestions from members For effective communications:
Vincent Carcaterra
Director of Customer Relations
1 Skyview Drive
Fort Worth , Texas 76155
[email protected]
Secondary Contact
Kurt Stache
Senior Vice President – Customer Experience
1 Skyview Drive
Fort Worth, Texas 76155 76155
[email protected]
Note: calling or emailing is not necessarily effective nor recommended.
"Snail mail" or written material by courier may be more effective.
Suggestions from members For effective communications:
- If you have a case number, include it prominently
- Include your name and contact information
- Be sure to include key dates, times, ticket numbers
- Keep it factual, brief, and strive for clarity
- If you expect reimbursement, keep it within scale and do specify
- Be specific - and realistic - about what you want / your expected outcome.
- Keep feelings, hyperbole out of your story.
- AA never accepts consequential damages (missed important events, etc.)
Twitter
If you have a Twitter account, you may get rapid assistance or resolution by tweeting @AmericanAir. See post #45 by JonNYC and this FT thread: Using AA Twitter social media team: how, what, when (master thd). From there:
For further information on how Twitter works, read here.
If you have a Twitter account, you may get rapid assistance or resolution by tweeting @AmericanAir. See post #45 by JonNYC and this FT thread: Using AA Twitter social media team: how, what, when (master thd). From there:
Frequently Asked Questions / FAQ
Q. How do I use this channel of communication?
You must first sign up for a (free) Twitter account. When you do, Subscribe to the AA Twitter channel: @AmericanAir.
Note: Getting assistance from Twitter for a specific reservation can be improved by communicating with them by using the DM / Direct Message (like PM here) system, where you can include your PNR and details privately - and your AAdvantage number and EP status so they can link it with your Twitter profile. This is easily done by sending them a tweet asking them "Please follow me for DM" so they can "follow" you and receive DMs from you.
Once this has been done, you may wish to take your account Private.
Q. How can they help?
@AmericanAir can assist with OSO (Off-Schedule Operations - "IRROPS") when it might otherwise take a long time to get a response from the telephone desk employees. There are many things that @AmericanAir can do when time is of the essence; read posts below for more.
Q. Can I report service issues?
Certainly.
Q. Can I laud or compliment excellent service?
Certainly. The Twitter team will log these and for AA employees (including employees of wholly owned subsidiaries, but not contractor employees) and pass on compliments to supervisors, who will add them to the employee's personnel record.
Q. How do I use this channel of communication?
You must first sign up for a (free) Twitter account. When you do, Subscribe to the AA Twitter channel: @AmericanAir.
Note: Getting assistance from Twitter for a specific reservation can be improved by communicating with them by using the DM / Direct Message (like PM here) system, where you can include your PNR and details privately - and your AAdvantage number and EP status so they can link it with your Twitter profile. This is easily done by sending them a tweet asking them "Please follow me for DM" so they can "follow" you and receive DMs from you.
Once this has been done, you may wish to take your account Private.
Q. How can they help?
@AmericanAir can assist with OSO (Off-Schedule Operations - "IRROPS") when it might otherwise take a long time to get a response from the telephone desk employees. There are many things that @AmericanAir can do when time is of the essence; read posts below for more.
Q. Can I report service issues?
Certainly.
Q. Can I laud or compliment excellent service?
Certainly. The Twitter team will log these and for AA employees (including employees of wholly owned subsidiaries, but not contractor employees) and pass on compliments to supervisors, who will add them to the employee's personnel record.
US Department of Transportation - File a Consumer Complaint
Airline Service Complaints and Comments
Complaints and comments about airline service other than safety or security issues may be registered with DOT's Aviation Consumer Protection Division (ACPD). You can call, write or use our web form.
You may call the ACPD 24 hours a day at 202-366-2220 (TTY 202-366-0511) to record your complaint. Calls are returned Monday through Friday, generally between 7:30 am and 5:00 pm Eastern time.
You may send us a letter at: Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Ave, S.E.
Washington, D.C. 20590
You can send us a complaint, comment or inquiry electronically by using our web form. This form allows us to capture information more accurately and process it more efficiently. The web form allows you to attach a file.
Whether you call, write or use the web form, please be brief and concise in the description of your problem and be sure to include the following information:
- See more at: https://www.transportation.gov/airco....Iar1Z6Ve.dpuf
Airline Service Complaints and Comments
Complaints and comments about airline service other than safety or security issues may be registered with DOT's Aviation Consumer Protection Division (ACPD). You can call, write or use our web form.
You may call the ACPD 24 hours a day at 202-366-2220 (TTY 202-366-0511) to record your complaint. Calls are returned Monday through Friday, generally between 7:30 am and 5:00 pm Eastern time.
You may send us a letter at: Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Ave, S.E.
Washington, D.C. 20590
You can send us a complaint, comment or inquiry electronically by using our web form. This form allows us to capture information more accurately and process it more efficiently. The web form allows you to attach a file.
Whether you call, write or use the web form, please be brief and concise in the description of your problem and be sure to include the following information:
- Your name
- Complete address
- Daytime phone number (including area code)
- e-mail address
- Name of the airline or company about which you are complaining
- Flight date
- Flight number if known
- Origin and destination cities of your trip.
- See more at: https://www.transportation.gov/airco....Iar1Z6Ve.dpuf
Note: Earlier this year, others were still receiving email with:
AND they've emailed about using [email protected] for EC261/2004 issues.
Customer Relations
American Airlines
4255 Amon Carter Blvd., MD 2400
Fort Worth, TX 76155
Fax: 817-967-4162
American Airlines
4255 Amon Carter Blvd., MD 2400
Fort Worth, TX 76155
Fax: 817-967-4162
Threads and Resources of interest:
Auto form for requesting Delay/Cancellation Verification for Trip Insurance
Page with links to ticket and on-board receipts, refunds, trip change or cancelation
2015 Guide to Compensation - Combined Airline and Program Forum (merged threads)
EC261 / EC 261/2004 complaints, compensation post 17 Oct 2015 (master thread)
Auto form for requesting Delay/Cancellation Verification for Trip Insurance
Page with links to ticket and on-board receipts, refunds, trip change or cancelation
2015 Guide to Compensation - Combined Airline and Program Forum (merged threads)
EC261 / EC 261/2004 complaints, compensation post 17 Oct 2015 (master thread)
Contacting American Airlines Customer Relations & Complaint, Issues (master thread)
Oct 19, 2016, 10:14 am
#271
Join Date: Jul 2016
Posts: 15
Long story short - paid for a last minute change to my full fare FC ticket. ExP agent confirmed availability and collected additional fare for the change. I get to gate and am denied a boarding pass by the gate agent because she said FC was full and I should've never been ticketed and that I can fly standby to get a seat in coach. Boarding hasn't started yet, but I see 2 upgrades cleared. I said I see youve cleared upgrade requests which means one of them is sitting for free in a seat for which I've paid. Gate agent tells me they are platinum passengers and they too paid for upgrades. Not true, because this flight is only 331 miles. Furthermore I am Executive Platinum with a paid ticket. Ive frankly never felt so disregarded and disrespected by AA. I spoke to customer service at my final destination (they put me back on my original flight that I had to run 10 gates away to barely make) they told me it should've never happened, but oh by the way, according to our records, you actually flew on the flight on which you're saying you were denied entry.
I've called EP service desk and submitted the form online, and was offered $200 e voucher. I don't know what type of recourse I'm looking for (b/c i am still livid) but I do know that since I recently saw them giving away $500 for volunteers to take a later flight, $200 is a joke.
Any guidance on escalating this?
I've called EP service desk and submitted the form online, and was offered $200 e voucher. I don't know what type of recourse I'm looking for (b/c i am still livid) but I do know that since I recently saw them giving away $500 for volunteers to take a later flight, $200 is a joke.
Any guidance on escalating this?
October 4, 2016
Thank you for talking with me this morning over the phone.
I have resubmitted your refund request to get the remaining value back from your fare that was paid.
Furthermore I have reviewed this matter in detail and I'm sorry for what happened on your recent flight. My records indicate that you were late to the gate. If passengers are not checked in and present in the boarding area at least 30 minutes before scheduled departure time, reservations may be canceled. In order to ensure an on-time departure, our gate agents begin the flight close-out process 30 minutes prior to departure. In addition, our pilots have the discretion to depart the gate 10 minutes prior to the scheduled departure time.
Your confidence in us over the years has not been misplaced. I hope this one unfortunate experience will not discourage you from traveling with us again. We are eager to provide the dependable service you expect from American.
October 4, 2016
I've been asked to review the correspondence you sent. You are a good customer, and I had certainly hoped for a resolution of the problem you encountered.
We have reviewed and revisited all the particulars concerning this matter. After additional and careful consideration, our position remains unchanged. I recognize that you may disagree with our decision.
I've documented your comments and shared them with our Executive Management team. Your thoughts matter to us and can help drive change.
Ms. x, while our decision has not changed, we value you as our customer and hope to have another opportunity to serve you again soon.
October 12, 2016
Dear Ms. x:
The Department of Transportation Aviation Consumer Protection Division has forwarded your correspondence regarding AA703 on 09/19/2016.
On behalf of American Airlines, I would like to apologize for the difficulties you encountered while traveling with us. We truly regret if at any time our staff was less than professional. It is imperative to provide essential care and to have a sensitive approach when assisting our passengers.
After researching the history on this flight our records show your phone call with the Executive Platinum Desk started roughly around 17:18. As it takes several minutes to change a flight, you were officially ticketed on flight 703 at 17:29. After you were ticketed you checked-in for flight AA701 at 17:33. You received your email confirmation at 17:39.
However, the upgrade list was cleared at 17:24, which is 5 minutes before you were ticketed, and 9 minutes before you were checked into the flight.
Our records show we also attempted to accommodate you on this flight with a coach seat but you refused the seat. We are happy to see were able to accommodate you back to your originally scheduled flight.
Mrs. x, we have documented your concerns in regards to our Executive Platinum Desk booking a flight too close to departure time, causing these inconveniences for you. Our Executive Platinum Desk should not have proceeded with the ticket change, and we do apologize for that.
Due to this inconvenience we show our reservation specialist did issue you a $200 voucher as a gesture of goodwill. Please know that there are no federal aviation regulations concerning what an airline must do to compensate passengers in these circumstances. While we realize the compensation issued does not undo the situation you encountered, we hope you will accept it in the spirit of goodwill that it was offered.
As well, our Customer Relations department has authorized a full refund of the $93. To date our refunds department refunded $75.25 back to the original form of payment on 10/3/2016. I have spoken to the refunds department and they will be refunding the remaining $17.75 this week back to the original form of payment.
Mrs. x, despite what happened on this occasion, we hope you give us another chance. We will try hard not to disappoint you again.
October 13, 2016
Dear Ms. X:
Thank you for writing back.
We are disappointed to learn that you're still upset with us. At the same time, we're glad you took the time to let us know about your experience. As a company committed to our customers, input such as yours is critical to our continued success.
Our records indicate that your seat was released at 17:42 and the flight was closed at 17:49. Due to the 10 minute cut off policy, your seat was released prior to your arrival. We do apologize for any inconvenience. The on-time departure of our flights Is one of our most important service goals and we will continue our efforts to improve our record.
Your comments will assist us in evaluating this particular area of our service from our customers' point of view. Your criticism will be used constructively.
Again, thank you for keeping us informed, Ms. x. We depend on our customers to let us know what is working and what is not.
Oct 19, 2016, 10:46 am
#272
Suspended
Join Date: Mar 2001
Location: FIND ME ON TWITTER FOR THE LATEST
Posts: 27,730
UPDATE: I am at a loss. The responses from aa below are BS and contradictory. The flight was at 18:05PM. AA said i was late, that the upgrade list cleared, and then that i never should have had a ticket in the first place. Now after reading these, I have written a few angry messages myself, which im not necessarily proud of, but i didnt swear in any of them, if that helps. Each time I wrote them however, I told them I would continue to escalate until I receive a reasonable acknowledgement, apology, and response. Not sure if that was the right thing to do, but I am still very angry about this incident that really didnt have to happen. What do you guys suggest?
October 4, 2016
Thank you for talking with me this morning over the phone.
I have resubmitted your refund request to get the remaining value back from your fare that was paid.
Furthermore I have reviewed this matter in detail and I'm sorry for what happened on your recent flight. My records indicate that you were late to the gate. If passengers are not checked in and present in the boarding area at least 30 minutes before scheduled departure time, reservations may be canceled. In order to ensure an on-time departure, our gate agents begin the flight close-out process 30 minutes prior to departure. In addition, our pilots have the discretion to depart the gate 10 minutes prior to the scheduled departure time.
Your confidence in us over the years has not been misplaced. I hope this one unfortunate experience will not discourage you from traveling with us again. We are eager to provide the dependable service you expect from American.
October 4, 2016
I've been asked to review the correspondence you sent. You are a good customer, and I had certainly hoped for a resolution of the problem you encountered.
We have reviewed and revisited all the particulars concerning this matter. After additional and careful consideration, our position remains unchanged. I recognize that you may disagree with our decision.
I've documented your comments and shared them with our Executive Management team. Your thoughts matter to us and can help drive change.
Ms. x, while our decision has not changed, we value you as our customer and hope to have another opportunity to serve you again soon.
October 12, 2016
Dear Ms. x:
The Department of Transportation Aviation Consumer Protection Division has forwarded your correspondence regarding AA703 on 09/19/2016.
On behalf of American Airlines, I would like to apologize for the difficulties you encountered while traveling with us. We truly regret if at any time our staff was less than professional. It is imperative to provide essential care and to have a sensitive approach when assisting our passengers.
After researching the history on this flight our records show your phone call with the Executive Platinum Desk started roughly around 17:18. As it takes several minutes to change a flight, you were officially ticketed on flight 703 at 17:29. After you were ticketed you checked-in for flight AA701 at 17:33. You received your email confirmation at 17:39.
However, the upgrade list was cleared at 17:24, which is 5 minutes before you were ticketed, and 9 minutes before you were checked into the flight.
Our records show we also attempted to accommodate you on this flight with a coach seat but you refused the seat. We are happy to see were able to accommodate you back to your originally scheduled flight.
Mrs. x, we have documented your concerns in regards to our Executive Platinum Desk booking a flight too close to departure time, causing these inconveniences for you. Our Executive Platinum Desk should not have proceeded with the ticket change, and we do apologize for that.
Due to this inconvenience we show our reservation specialist did issue you a $200 voucher as a gesture of goodwill. Please know that there are no federal aviation regulations concerning what an airline must do to compensate passengers in these circumstances. While we realize the compensation issued does not undo the situation you encountered, we hope you will accept it in the spirit of goodwill that it was offered.
As well, our Customer Relations department has authorized a full refund of the $93. To date our refunds department refunded $75.25 back to the original form of payment on 10/3/2016. I have spoken to the refunds department and they will be refunding the remaining $17.75 this week back to the original form of payment.
Mrs. x, despite what happened on this occasion, we hope you give us another chance. We will try hard not to disappoint you again.
October 13, 2016
Dear Ms. X:
Thank you for writing back.
We are disappointed to learn that you're still upset with us. At the same time, we're glad you took the time to let us know about your experience. As a company committed to our customers, input such as yours is critical to our continued success.
Our records indicate that your seat was released at 17:42 and the flight was closed at 17:49. Due to the 10 minute cut off policy, your seat was released prior to your arrival. We do apologize for any inconvenience. The on-time departure of our flights Is one of our most important service goals and we will continue our efforts to improve our record.
Your comments will assist us in evaluating this particular area of our service from our customers' point of view. Your criticism will be used constructively.
Again, thank you for keeping us informed, Ms. x. We depend on our customers to let us know what is working and what is not.
October 4, 2016
Thank you for talking with me this morning over the phone.
I have resubmitted your refund request to get the remaining value back from your fare that was paid.
Furthermore I have reviewed this matter in detail and I'm sorry for what happened on your recent flight. My records indicate that you were late to the gate. If passengers are not checked in and present in the boarding area at least 30 minutes before scheduled departure time, reservations may be canceled. In order to ensure an on-time departure, our gate agents begin the flight close-out process 30 minutes prior to departure. In addition, our pilots have the discretion to depart the gate 10 minutes prior to the scheduled departure time.
Your confidence in us over the years has not been misplaced. I hope this one unfortunate experience will not discourage you from traveling with us again. We are eager to provide the dependable service you expect from American.
October 4, 2016
I've been asked to review the correspondence you sent. You are a good customer, and I had certainly hoped for a resolution of the problem you encountered.
We have reviewed and revisited all the particulars concerning this matter. After additional and careful consideration, our position remains unchanged. I recognize that you may disagree with our decision.
I've documented your comments and shared them with our Executive Management team. Your thoughts matter to us and can help drive change.
Ms. x, while our decision has not changed, we value you as our customer and hope to have another opportunity to serve you again soon.
October 12, 2016
Dear Ms. x:
The Department of Transportation Aviation Consumer Protection Division has forwarded your correspondence regarding AA703 on 09/19/2016.
On behalf of American Airlines, I would like to apologize for the difficulties you encountered while traveling with us. We truly regret if at any time our staff was less than professional. It is imperative to provide essential care and to have a sensitive approach when assisting our passengers.
After researching the history on this flight our records show your phone call with the Executive Platinum Desk started roughly around 17:18. As it takes several minutes to change a flight, you were officially ticketed on flight 703 at 17:29. After you were ticketed you checked-in for flight AA701 at 17:33. You received your email confirmation at 17:39.
However, the upgrade list was cleared at 17:24, which is 5 minutes before you were ticketed, and 9 minutes before you were checked into the flight.
Our records show we also attempted to accommodate you on this flight with a coach seat but you refused the seat. We are happy to see were able to accommodate you back to your originally scheduled flight.
Mrs. x, we have documented your concerns in regards to our Executive Platinum Desk booking a flight too close to departure time, causing these inconveniences for you. Our Executive Platinum Desk should not have proceeded with the ticket change, and we do apologize for that.
Due to this inconvenience we show our reservation specialist did issue you a $200 voucher as a gesture of goodwill. Please know that there are no federal aviation regulations concerning what an airline must do to compensate passengers in these circumstances. While we realize the compensation issued does not undo the situation you encountered, we hope you will accept it in the spirit of goodwill that it was offered.
As well, our Customer Relations department has authorized a full refund of the $93. To date our refunds department refunded $75.25 back to the original form of payment on 10/3/2016. I have spoken to the refunds department and they will be refunding the remaining $17.75 this week back to the original form of payment.
Mrs. x, despite what happened on this occasion, we hope you give us another chance. We will try hard not to disappoint you again.
October 13, 2016
Dear Ms. X:
Thank you for writing back.
We are disappointed to learn that you're still upset with us. At the same time, we're glad you took the time to let us know about your experience. As a company committed to our customers, input such as yours is critical to our continued success.
Our records indicate that your seat was released at 17:42 and the flight was closed at 17:49. Due to the 10 minute cut off policy, your seat was released prior to your arrival. We do apologize for any inconvenience. The on-time departure of our flights Is one of our most important service goals and we will continue our efforts to improve our record.
Your comments will assist us in evaluating this particular area of our service from our customers' point of view. Your criticism will be used constructively.
Again, thank you for keeping us informed, Ms. x. We depend on our customers to let us know what is working and what is not.
Oct 19, 2016, 10:47 am
#273
Suspended
Join Date: May 2013
Location: NYC
Programs: DL Diamond, AAdvantage EXP, Hyatt Explorist, HHonors Diamond, Avis First
Posts: 7,344
Oct 19, 2016, 1:07 pm
#274
FlyerTalk Evangelist
Join Date: Dec 2004
Location: East Coast
Programs: AA CONCIERGE KEY & 1MM, HILTON DIAMOND
Posts: 11,970
Honestly, I don't even know why people bother with AA's customer disgrace these days... they are the most unhelpful agents on the planet. Responses are often poorly written and don't address any of the issues.
Oct 19, 2016, 3:44 pm
#275
Join Date: Jul 2016
Posts: 15
First world problems, yes, so in the grand scheme of things, i should get over myself and just fly with another carrier. Thanks for listening.
Oct 19, 2016, 3:53 pm
#276
Suspended
Join Date: Mar 2001
Location: FIND ME ON TWITTER FOR THE LATEST
Posts: 27,730
You said initially they were upgraded passengers-- that's not "non rev passengers". Actual non-rev would have been a very different situation.
Don't even wanna know what that means.
Oct 19, 2016, 4:42 pm
#277
Join Date: Jul 2016
Posts: 15
Yes, they were actually upgraded passengers - my point was, they didnt pay for the cabin in which they were seated. I understand the diff.
Oct 26, 2016, 10:41 am
#280
Join Date: Apr 2000
Location: Palm Beach/ New England
Programs: AA EXP 3MM, DL GM, Marriott Platinum
Posts: 4,382
Let's put the sequence in order:
19 SEP 2016: Flight 703, CLT to BWI, departs 18:04 per current schedule
[Presumably OP was ticketed in F on CLT to IAD on the AA5286 at 18:00 and preferred mainline to BWI instead]
1. OP calls EXP desk at 17:18. EXP sees "F" availability and starts ticketing process, Also add-collects $93.00
2. GA clears upgrade list 17:24, presumably taking airport control of this flight around 17:23
3. (Unstated) GA starts boarding probably around 17:25 -- I've noticed they do T-40 boarding sometimes in Charlotte.
4. AA Ticketing process changes from Pending to Issued at 17:29
5. 17:33 OP checks in somewhere in the airport (and presumably receives a boarding pass with no seat assignment)
6. (Unstated) 17:35 OP arrives at gate at T-30, probably to a half-boarded plane, and brings to GA attention that OP needs a seat assignment.
7. 17:36 GA has an Oh S**t moment realizing that OP has a valid F ticket and there are no seats on the plane. GA has already processed the PALL list and boarded all of F and half of Y. Announces OP will have to "standby" for Y -- probably because GA has not done standbys yet, and those are the only remaining people who still might get on the plane. In actuality, GA should have processed OP into a confirmed seat before Standbys.
8. 17:37 Argument ensues and OP eventually leaves gate area to make the 18:00 IAD flight for which OP still had a boarding pass. Sounds like the GA for that IAD flight had to do some fast work to get OP on it.
9. OP's confirmed ticket but without seat assignment "released" by GA at 17:42, presumably as a No Show (curious if GA went through the motions of paging OP).
10. GA closes flight at 17:49, T-15 minutes.
At the point when the GA took airport control of the flight, the ticket pending change was moot -- only confirmed passengers at 17:23 were valid passengers in GA's mind. OP was not on the GA's list.
The GA should not have used the word standby -- that confused the issue. But the GA also should not have processed upgrades before T-30, namely at 17:35. By jumping the gun eleven minutes, she lost AA its potential to sell the remaining F inventory. The gate agent was early, and it affected a customer.
It would also be nice if AA could improve their ticketing throughput timeframe. Whenever I make a last minute change, I stay on the line with EXP until the ticket reads "issued." The call started at 17:18, more than 3/4 hour before departure. That should be enough time to buy a ticket. And OP was essentially buying a new ticket -- using an AA credit (unused, refundable F ticket) plus additional collection revenue. I've certainly bought AA tickets within forty-five minutes of departure before.
19 SEP 2016: Flight 703, CLT to BWI, departs 18:04 per current schedule
[Presumably OP was ticketed in F on CLT to IAD on the AA5286 at 18:00 and preferred mainline to BWI instead]
1. OP calls EXP desk at 17:18. EXP sees "F" availability and starts ticketing process, Also add-collects $93.00
2. GA clears upgrade list 17:24, presumably taking airport control of this flight around 17:23
3. (Unstated) GA starts boarding probably around 17:25 -- I've noticed they do T-40 boarding sometimes in Charlotte.
4. AA Ticketing process changes from Pending to Issued at 17:29
5. 17:33 OP checks in somewhere in the airport (and presumably receives a boarding pass with no seat assignment)
6. (Unstated) 17:35 OP arrives at gate at T-30, probably to a half-boarded plane, and brings to GA attention that OP needs a seat assignment.
7. 17:36 GA has an Oh S**t moment realizing that OP has a valid F ticket and there are no seats on the plane. GA has already processed the PALL list and boarded all of F and half of Y. Announces OP will have to "standby" for Y -- probably because GA has not done standbys yet, and those are the only remaining people who still might get on the plane. In actuality, GA should have processed OP into a confirmed seat before Standbys.
8. 17:37 Argument ensues and OP eventually leaves gate area to make the 18:00 IAD flight for which OP still had a boarding pass. Sounds like the GA for that IAD flight had to do some fast work to get OP on it.
9. OP's confirmed ticket but without seat assignment "released" by GA at 17:42, presumably as a No Show (curious if GA went through the motions of paging OP).
10. GA closes flight at 17:49, T-15 minutes.
At the point when the GA took airport control of the flight, the ticket pending change was moot -- only confirmed passengers at 17:23 were valid passengers in GA's mind. OP was not on the GA's list.
The GA should not have used the word standby -- that confused the issue. But the GA also should not have processed upgrades before T-30, namely at 17:35. By jumping the gun eleven minutes, she lost AA its potential to sell the remaining F inventory. The gate agent was early, and it affected a customer.
It would also be nice if AA could improve their ticketing throughput timeframe. Whenever I make a last minute change, I stay on the line with EXP until the ticket reads "issued." The call started at 17:18, more than 3/4 hour before departure. That should be enough time to buy a ticket. And OP was essentially buying a new ticket -- using an AA credit (unused, refundable F ticket) plus additional collection revenue. I've certainly bought AA tickets within forty-five minutes of departure before.
UPDATE: I am at a loss. The responses from aa below are BS and contradictory. The flight was at 18:05PM. AA said i was late, that the upgrade list cleared, and then that i never should have had a ticket in the first place. Now after reading these, I have written a few angry messages myself, which im not necessarily proud of, but i didnt swear in any of them, if that helps. Each time I wrote them however, I told them I would continue to escalate until I receive a reasonable acknowledgement, apology, and response. Not sure if that was the right thing to do, but I am still very angry about this incident that really didnt have to happen. What do you guys suggest?
October 4, 2016
Thank you for talking with me this morning over the phone.
I have resubmitted your refund request to get the remaining value back from your fare that was paid.
Furthermore I have reviewed this matter in detail and I'm sorry for what happened on your recent flight. My records indicate that you were late to the gate. If passengers are not checked in and present in the boarding area at least 30 minutes before scheduled departure time, reservations may be canceled. In order to ensure an on-time departure, our gate agents begin the flight close-out process 30 minutes prior to departure. In addition, our pilots have the discretion to depart the gate 10 minutes prior to the scheduled departure time.
Your confidence in us over the years has not been misplaced. I hope this one unfortunate experience will not discourage you from traveling with us again. We are eager to provide the dependable service you expect from American.
October 4, 2016
I've been asked to review the correspondence you sent. You are a good customer, and I had certainly hoped for a resolution of the problem you encountered.
We have reviewed and revisited all the particulars concerning this matter. After additional and careful consideration, our position remains unchanged. I recognize that you may disagree with our decision.
I've documented your comments and shared them with our Executive Management team. Your thoughts matter to us and can help drive change.
Ms. x, while our decision has not changed, we value you as our customer and hope to have another opportunity to serve you again soon.
October 12, 2016
Dear Ms. x:
The Department of Transportation Aviation Consumer Protection Division has forwarded your correspondence regarding AA703 on 09/19/2016.
On behalf of American Airlines, I would like to apologize for the difficulties you encountered while traveling with us. We truly regret if at any time our staff was less than professional. It is imperative to provide essential care and to have a sensitive approach when assisting our passengers.
After researching the history on this flight our records show your phone call with the Executive Platinum Desk started roughly around 17:18. As it takes several minutes to change a flight, you were officially ticketed on flight 703 at 17:29. After you were ticketed you checked-in for flight AA701 at 17:33. You received your email confirmation at 17:39.
However, the upgrade list was cleared at 17:24, which is 5 minutes before you were ticketed, and 9 minutes before you were checked into the flight.
Our records show we also attempted to accommodate you on this flight with a coach seat but you refused the seat. We are happy to see were able to accommodate you back to your originally scheduled flight.
Mrs. x, we have documented your concerns in regards to our Executive Platinum Desk booking a flight too close to departure time, causing these inconveniences for you. Our Executive Platinum Desk should not have proceeded with the ticket change, and we do apologize for that.
Due to this inconvenience we show our reservation specialist did issue you a $200 voucher as a gesture of goodwill. Please know that there are no federal aviation regulations concerning what an airline must do to compensate passengers in these circumstances. While we realize the compensation issued does not undo the situation you encountered, we hope you will accept it in the spirit of goodwill that it was offered.
As well, our Customer Relations department has authorized a full refund of the $93. To date our refunds department refunded $75.25 back to the original form of payment on 10/3/2016. I have spoken to the refunds department and they will be refunding the remaining $17.75 this week back to the original form of payment.
Mrs. x, despite what happened on this occasion, we hope you give us another chance. We will try hard not to disappoint you again.
October 13, 2016
Dear Ms. X:
Thank you for writing back.
We are disappointed to learn that you're still upset with us. At the same time, we're glad you took the time to let us know about your experience. As a company committed to our customers, input such as yours is critical to our continued success.
Our records indicate that your seat was released at 17:42 and the flight was closed at 17:49. Due to the 10 minute cut off policy, your seat was released prior to your arrival. We do apologize for any inconvenience. The on-time departure of our flights Is one of our most important service goals and we will continue our efforts to improve our record.
Your comments will assist us in evaluating this particular area of our service from our customers' point of view. Your criticism will be used constructively.
Again, thank you for keeping us informed, Ms. x. We depend on our customers to let us know what is working and what is not.
October 4, 2016
Thank you for talking with me this morning over the phone.
I have resubmitted your refund request to get the remaining value back from your fare that was paid.
Furthermore I have reviewed this matter in detail and I'm sorry for what happened on your recent flight. My records indicate that you were late to the gate. If passengers are not checked in and present in the boarding area at least 30 minutes before scheduled departure time, reservations may be canceled. In order to ensure an on-time departure, our gate agents begin the flight close-out process 30 minutes prior to departure. In addition, our pilots have the discretion to depart the gate 10 minutes prior to the scheduled departure time.
Your confidence in us over the years has not been misplaced. I hope this one unfortunate experience will not discourage you from traveling with us again. We are eager to provide the dependable service you expect from American.
October 4, 2016
I've been asked to review the correspondence you sent. You are a good customer, and I had certainly hoped for a resolution of the problem you encountered.
We have reviewed and revisited all the particulars concerning this matter. After additional and careful consideration, our position remains unchanged. I recognize that you may disagree with our decision.
I've documented your comments and shared them with our Executive Management team. Your thoughts matter to us and can help drive change.
Ms. x, while our decision has not changed, we value you as our customer and hope to have another opportunity to serve you again soon.
October 12, 2016
Dear Ms. x:
The Department of Transportation Aviation Consumer Protection Division has forwarded your correspondence regarding AA703 on 09/19/2016.
On behalf of American Airlines, I would like to apologize for the difficulties you encountered while traveling with us. We truly regret if at any time our staff was less than professional. It is imperative to provide essential care and to have a sensitive approach when assisting our passengers.
After researching the history on this flight our records show your phone call with the Executive Platinum Desk started roughly around 17:18. As it takes several minutes to change a flight, you were officially ticketed on flight 703 at 17:29. After you were ticketed you checked-in for flight AA701 at 17:33. You received your email confirmation at 17:39.
However, the upgrade list was cleared at 17:24, which is 5 minutes before you were ticketed, and 9 minutes before you were checked into the flight.
Our records show we also attempted to accommodate you on this flight with a coach seat but you refused the seat. We are happy to see were able to accommodate you back to your originally scheduled flight.
Mrs. x, we have documented your concerns in regards to our Executive Platinum Desk booking a flight too close to departure time, causing these inconveniences for you. Our Executive Platinum Desk should not have proceeded with the ticket change, and we do apologize for that.
Due to this inconvenience we show our reservation specialist did issue you a $200 voucher as a gesture of goodwill. Please know that there are no federal aviation regulations concerning what an airline must do to compensate passengers in these circumstances. While we realize the compensation issued does not undo the situation you encountered, we hope you will accept it in the spirit of goodwill that it was offered.
As well, our Customer Relations department has authorized a full refund of the $93. To date our refunds department refunded $75.25 back to the original form of payment on 10/3/2016. I have spoken to the refunds department and they will be refunding the remaining $17.75 this week back to the original form of payment.
Mrs. x, despite what happened on this occasion, we hope you give us another chance. We will try hard not to disappoint you again.
October 13, 2016
Dear Ms. X:
Thank you for writing back.
We are disappointed to learn that you're still upset with us. At the same time, we're glad you took the time to let us know about your experience. As a company committed to our customers, input such as yours is critical to our continued success.
Our records indicate that your seat was released at 17:42 and the flight was closed at 17:49. Due to the 10 minute cut off policy, your seat was released prior to your arrival. We do apologize for any inconvenience. The on-time departure of our flights Is one of our most important service goals and we will continue our efforts to improve our record.
Your comments will assist us in evaluating this particular area of our service from our customers' point of view. Your criticism will be used constructively.
Again, thank you for keeping us informed, Ms. x. We depend on our customers to let us know what is working and what is not.
Nov 3, 2016, 5:20 pm
#281
Moderator: American AAdvantage
Original Poster
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
Posts relating to the adequacy of compensation granted for flight delays have been relocated to the proper thread: http://www.flyertalk.com/forum/ameri...solidated.html
/Moderator
/Moderator
Mar 29, 2017, 3:42 am
#282
Join Date: Dec 2013
Location: Shoreham By Sea
Programs: BAEC Gold
Posts: 1,331
Best way to complain to AA
I did raise this question on the BA forums but I think this would be a better place to ask.
Firstly, I am furious with myself as had I made this booking through BA rather than AA I would possibly be collecting 2 x €600 via EU261.
I know that's not how it works with AA, so I'm looking for advice on the best way to complain, what/if anything should I ask for/expect.
I am OW Emerald and traveled in J, DUB PHL LAS, LAS NYC, LHR, DUB.
On the return from Vegas we were delayed over 2 hours which meant we missed AA100 to LHR.
We were rebooked on AA6135 to leave at 2130 (BA Codeshare) which was due to arrive into LHR at 0930. The connection to DUB was rebooked on the 1030 to DUB.
I went to Admirals lounge and explained I was not happy with this as IMO I had virtually no chance of making the connection. I could see by the BA APP that Eastbound TA's were slow and arriving late, however this fell on deaf ears.
We duly took AA6135 and duly missed the connection, again being re-booked, this time onto BA0836 to leave at 1315. This eventually got us into DUB at 1450. 5 hours later than scheduled.
As well as the 5 hour delay, I was out of pocket as my positioning flight home to LGW was missed. I had to buy a reward flight to LCY and then train tickets back to Brighton. To rub salt in, I was not told the BA flight was a sleeper service so did not get a meal. In fact, all I had had to eat since I woke was breakfast on the LAS to JFK service. This lasted until a bowl of fruit just before landing into LHR.
I know compensation is a word that may be best avoided, but will AA look at any goodwill gesture for our troubles? Cash, coupons for future flights, upgrade vouchers or Avios would be greatly accepted. AA Vantage miles not so.
Any advice would be greatly appreciated.
Firstly, I am furious with myself as had I made this booking through BA rather than AA I would possibly be collecting 2 x €600 via EU261.
I know that's not how it works with AA, so I'm looking for advice on the best way to complain, what/if anything should I ask for/expect.
I am OW Emerald and traveled in J, DUB PHL LAS, LAS NYC, LHR, DUB.
On the return from Vegas we were delayed over 2 hours which meant we missed AA100 to LHR.
We were rebooked on AA6135 to leave at 2130 (BA Codeshare) which was due to arrive into LHR at 0930. The connection to DUB was rebooked on the 1030 to DUB.
I went to Admirals lounge and explained I was not happy with this as IMO I had virtually no chance of making the connection. I could see by the BA APP that Eastbound TA's were slow and arriving late, however this fell on deaf ears.
We duly took AA6135 and duly missed the connection, again being re-booked, this time onto BA0836 to leave at 1315. This eventually got us into DUB at 1450. 5 hours later than scheduled.
As well as the 5 hour delay, I was out of pocket as my positioning flight home to LGW was missed. I had to buy a reward flight to LCY and then train tickets back to Brighton. To rub salt in, I was not told the BA flight was a sleeper service so did not get a meal. In fact, all I had had to eat since I woke was breakfast on the LAS to JFK service. This lasted until a bowl of fruit just before landing into LHR.
I know compensation is a word that may be best avoided, but will AA look at any goodwill gesture for our troubles? Cash, coupons for future flights, upgrade vouchers or Avios would be greatly accepted. AA Vantage miles not so.
Any advice would be greatly appreciated.
Mar 29, 2017, 4:04 am
#283
Join Date: Jun 2009
Location: London, United Kingdom
Programs: British Airways Gold
Posts: 2,636
Unfortunately your consequential losses (on the positioning flight) are irrelevant as AA contracted to carry you to Dublin, which they did, albeit late. As you yourself noted no EU compensation due here.
You have to balance the hassle of complaining with the likelihood of getting what you want. Avios is unlikely.
You have to balance the hassle of complaining with the likelihood of getting what you want. Avios is unlikely.
Mar 29, 2017, 7:29 am
#284
Join Date: Dec 2013
Location: Shoreham By Sea
Programs: BAEC Gold
Posts: 1,331
Not really sure what I want. I feel a goodwill gesture would be appropriate. Is complaining to AA renowned as a particular hassle? Would one just use the customer relations for on the website? I've had a look at this and one of the first fields is my AAVantage number. I'm BAEC
Mar 29, 2017, 7:38 am
#285
FlyerTalk Evangelist
Join Date: Nov 2007
Location: Denver • DEN-APA
Programs: AF Platinum, EK Gold, AA EXP, UA 1K, Hyatt Globalist
Posts: 21,602
Not really sure what I want. I feel a goodwill gesture would be appropriate. Is complaining to AA renowned as a particular hassle? Would one just use the customer relations for on the website? I've had a look at this and one of the first fields is my AAVantage number. I'm BAEC