N.B. This thread is for reference only; please post your questions or experiences with compensation here:
Guide to, and listing of, compensation (2012 - consolidated)
Since the topic comes up from time to time, when someone has a mishAAp, I was wondering what sorts of compensation people have received from American for various problems. The form I propose is:
Date
AAdvantage Status
Fare class
What happened
Compensation
Comments
Some examples from my experience:
Date: Feb 2002
AAdvantage Status: None
Fare class: Discount Y
What happened: Mechanical MIA-DCA causing delay of 3 h. Didn't arrive at DCA until 2 am, had to work the next day at 8 am.
Compensation $200 voucher or 5K miles or 4 500-mile upgrade certificates
Comments Wrote letter to customer relations in DFW, didn't get a reply. Called back and chose the $200 voucher.
Date November 2002
AAdvantage Status GLD
Fare class J
What happened Mechanical DCA-MIA caused me to be 45 min late to MIA. Was denied boarding MIA-LHR even though I arrived at the gate 10 min before the flight left. "Seat already given away." Spent the day at the MIA Raddisson. One less day of a European vacation. Had to pay hotel in LON for the missed night.
Compensation 10K miles
Comments Wrote in to customer relations, got the standard reply (i.e. nothing offered). Followed up with a call and was given the miles.
Date March 2003
AAdvantage Status PLT
Fare class Discount Y
What happened Food poisoning which I suspected I got from the Bistro Bag. Vomiting for two days, vacation ruined.
Compensation 2 K miles
Comments E-mailed customer service. Did not ask for anything, mainly wanted to get them to check their catering standards. Miles were a nice gesture.
Date March 2003
AAdvantage Status PLT
Fare class discount Y
What happened Bags lost for two days. No cell phone service as charger was inside.
Compensation 2.5 K miles
Comments On the phone with lost luggage via the PLT desk. Asked in a manner of passing if I was entitled to anything having not had my bags for 36 h. Agent put me on hold, called her help desk and said, "We don't usually do this, but since you're PLT, we'll give you 2.5K miles."
[This message has been edited by CharlesMD (edited 04-17-2003).]
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MODERATOR'S NOTES
• Please, do NOT post names of non-management employees, in accordance with FlyerTalk TOS (q#69) "Respect the privacy of non-management travel service employees by not referring to them by name."
• JGR01 has created a spreadsheet parsing posts in this thread from 2003-2007, available for download HERE.
• AA's official policy regarding compensation for delays, cancellations, and diversions is as follows (thanks to tom911 for posting):
DELAYS, CANCELLATIONS AND DIVERSIONS
American Airlines will provide customers at the airport and onboard an affected aircraft with timely and frequent updates regarding known delays, cancellations and diversions and will strive to provide the best available information concerning the duration of delays and to the extent available, the flight's anticipated departure time.
We are not responsible for any special, incidental or consequential damages if we do not meet this commitment.
When cancellations and major delays are experienced, you will be rerouted on our next flight with available seats. If the delay or cancellation was caused by events within our control and we do not get you to your final destination on the expected arrival day, we will provide reasonable overnight accommodations, subject to availability.
In extreme circumstances, it is possible that a flight will cancel while on the ground in the city to which it was diverted. When this happens you will be rerouted on the next American flight with available seats, or in some circumstances on another airline or some other alternative means of transportation. If we are unable to reroute you, reasonable overnight accommodations will be provided by American, subject to availability.
American will provide amenities for delayed passengers, necessary to maintain the safety and/or welfare of certain passengers such as customers with disabilities, unaccompanied children, the elderly or others to whom such amenities will be furnished consistent with special needs and/or circumstances.
• The U. S. Department of Transportation's official policy regarding compensation for delays or cancellations is as follows (thanks to hillrider for posting):
Contrary to the belief of some, airlines are not required to compensate passengers for “damages” when flights are delayed or canceled. Compensation is required by law only when you are “bumped” from a flight that is oversold. Airlines almost always refuse to pay passengers for financial losses resulting from a delayed flight. If the purpose of your trip is to close a potentially lucrative business deal, to give a speech or lecture, to attend a family function, or to be present at any time-sensitive event, you might want to allow a little extra time and take an earlier flight. In other words, airline delays and cancellations are not unusual, and defensive planning is a good idea when time is your most important consideration.
• Flights to/from Europe carry specific compensation rights, as outlined at: http://ec.europa.eu/transport/passen.../en/index.html[/QUOTE]
AA Forum Moderator Team