Originally Posted by
TLVflyer
Friends,
I was travelling from PHX to LHR and arrived at the check-in desk 90 minutes before departure. For an inexplicable reason, the agent could not check us in, prompting calls to their support team, back and forth to the gate and even to London. Five agents worked on it diligently, and got it to work and then not work and then work, etc, until they sent the flight without us.
They could not have been nicer, but we were denied boarding involuntarily and were delayed in our arrival by 24 hours.
All of the online sites that I read -- including the USDOT and AA websites -- describe Denied Boarding Compensation in the context of oversold flights. This was not an oversell -- but it was 100% AA's fault, and their faulty system caused our delay and our inconvenience.
What are the rules here? Can I ask for compensation? Will I get it? How much is it for? How do I do it? Anyone have experience with this?
Thank you!
Just curious, was there anything out of the ordinary about purchasing/ticketing the reservation? For example, did you use trip credits or other instruments during purchase?
The reason I ask is because I had a similar experience trying to check in for a SAV-DFW flight in March. Couldn’t check in online, went to airport early and the very nice agent helping me wasn’t able to check me in at the counter either (she locked up 3 computers trying to check me in, had to hard reboot them). Only after contacting a support desk via phone she was able to check me in. She said it had something to do with the way the ticket was issued using the trip credit and it was applied wrong (I don’t know any more details than that).
Maybe your ticket had a similar snafu?