Apr 16, 2013, 12:37 pm
Last edit by: JDiver
MODERATOR GUIDEPOST
On April 16, 2013, AA suffered widespread problems (bookings, changes, aircraft holds and cancellations) caused by an HP-owned communications link breakdown. Many travellers were affected by cancelled or extensively delayed flights; this thread was dedicated to providing as current information as possible to members involved, and extraneous comments were suppressed by deletion and members asked to hew to strict informational guidelines.
The original wikipost can be read in the first post's Moderator Note.
Those still travelling and affected were advised to read this post this post.
The thread relating to proactive and related compensation provided to distressed / affected flyers as a result of the 16 Apr 2013 events can be read here.
On April 16, 2013, AA suffered widespread problems (bookings, changes, aircraft holds and cancellations) caused by an HP-owned communications link breakdown. Many travellers were affected by cancelled or extensively delayed flights; this thread was dedicated to providing as current information as possible to members involved, and extraneous comments were suppressed by deletion and members asked to hew to strict informational guidelines.
The original wikipost can be read in the first post's Moderator Note.
Those still travelling and affected were advised to read this post this post.
The thread relating to proactive and related compensation provided to distressed / affected flyers as a result of the 16 Apr 2013 events can be read here.
16 Apr 2013: AA computers down systemwide, many flights etc. affected
Apr 17, 2013, 8:10 pm
#151
FlyerTalk Evangelist
Join Date: Jul 2010
Programs: AA
Posts: 14,741
There is no gurantee Delta wont have a random cancellation or delay but based on what my friends are still going thru trouble rebooking on AA I would go with Delta if its really super important you be there. If at all possible maybe keep both and get a refund? Delta does seem like the safer way to go right now.
Apr 17, 2013, 9:55 pm
#152
Join Date: Jun 2004
Location: PBI
Programs: DL 2.8 MM/PM, AA MM/GLD, Marriott LT Platinum, Hilton Gold
Posts: 1,746
There is no gurantee Delta wont have a random cancellation or delay but based on what my friends are still going thru trouble rebooking on AA I would go with Delta if its really super important you be there. If at all possible maybe keep both and get a refund? Delta does seem like the safer way to go right now.
Apr 18, 2013, 8:53 am
#154
Join Date: Aug 2006
Location: Maine
Programs: AA EXP
Posts: 57
My wife and I are stuck in ord. Had to sleep on the floor last night in the airport.
Original flight was cun-mia-bos. System outage caused us to be rebooked via ord. We diverted to Memphis for a passenger medical emergency. We are now stuck in ord with no option to get out until maybe Saturday but most likely Sunday.
We are on paid first / business. I am exp she has no status.
I see there are plenty of seats if we routed ord - Lhr- bos. And this would get us home tomorrow afternoon.
Does aa have a policy that would prohibit this? We need to get home.
Original flight was cun-mia-bos. System outage caused us to be rebooked via ord. We diverted to Memphis for a passenger medical emergency. We are now stuck in ord with no option to get out until maybe Saturday but most likely Sunday.
We are on paid first / business. I am exp she has no status.
I see there are plenty of seats if we routed ord - Lhr- bos. And this would get us home tomorrow afternoon.
Does aa have a policy that would prohibit this? We need to get home.
Apr 18, 2013, 9:56 am
#155
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
If you are still travelling and affected by the 16 April events, read this:
To the contrary - AA's expressed policy, referred to in this thread several times, is to get you home - on AA or even another airline, regardless of status. But routing ORD-LHR-BOS is, IMO, not likely - do call AA, probably the EXP line is best, and ask for assistance in getting home.
Also, OSO Desk is open during irrops only; affected pax can call 800-446-7834
American Airlines' travel policy - even today - seen here:
Important Updates on AA System Outage
As of 3:30pm CDT, our systems have been fully restored, however we expect continued flight delays and cancellations throughout the remainder of the day. We have made several options available to our customers:
If customers must travel today and are already at the airport, they can rebook on another airline by visiting an American Airlines agent, by calling other airlines or by going to the other airline's ticket counter with their electronic ticket number.
If customers must travel today and are not yet at the airport, they can rebook through American Airlines reservations or through another carrier and American will honor the fare difference.
If a customer chooses not to travel today, there will be no charge for reservation changes or a full refund will be provided.
It is important to note we see no evidence that today's technical outage is related to the tragic events in Boston.
We will continue to provide more information throughout the day as we make progress in resolving this issue. We apologize to our customers and our people for this inconvenience.
Also remind the customer service agents if necessary of American Airlines' Rules 80 and 240 for reaccommodation.
Some bits of Rule 80 and Rule 240 <link>:
Remain pleasant, patent and persistent. This is what AA has to say - the commitment to help travellers in your position, and the tariff rules they have had in place for many years. They have said they will put you on other airlines' flights, etc. so you may have to remind them of this and that you are stuck because of the events of April 16 communications links breakdown.
Good luck.
Also, OSO Desk is open during irrops only; affected pax can call 800-446-7834
American Airlines' travel policy - even today - seen here:
Important Updates on AA System Outage
As of 3:30pm CDT, our systems have been fully restored, however we expect continued flight delays and cancellations throughout the remainder of the day. We have made several options available to our customers:
If customers must travel today and are already at the airport, they can rebook on another airline by visiting an American Airlines agent, by calling other airlines or by going to the other airline's ticket counter with their electronic ticket number.
If customers must travel today and are not yet at the airport, they can rebook through American Airlines reservations or through another carrier and American will honor the fare difference.
If a customer chooses not to travel today, there will be no charge for reservation changes or a full refund will be provided.
It is important to note we see no evidence that today's technical outage is related to the tragic events in Boston.
We will continue to provide more information throughout the day as we make progress in resolving this issue. We apologize to our customers and our people for this inconvenience.
Also remind the customer service agents if necessary of American Airlines' Rules 80 and 240 for reaccommodation.
Some bits of Rule 80 and Rule 240 <link>:
Definitions:
Rule 240 Domestic tariff rules which state AA's obligations to our customers when their flights are changed or canceled as a result of Schedule Change(s)/ Irregularities.
Rule 240 applies to travel wholly within the 50 U.S., travel between the U.S. and Canada and travel between the U.S. and Puerto Rico /U.S. Virgin Islands.
Rule 240 protects all ticketed customers including AAdvantage, AA codeshare and Travel Agents free/reduced rate.
AAirpass® tickets should be handled in the same manner as revenue tickets and are considered ticketed at all times.
Rule 80 International tariff rules which state AA's obligations to our customers when their flights are changed or canceled as a result of Schedule Change(s)/Irregularities.
Rule 80 applies to all international travel except travel between the U.S. and Canada and/or between the U.S. and Puerto Rico /U.S. Virgin Islands.
Rule 80 protects all ticketed customers including AAdvantage, AA codeshare and Travel Agents free/reduced rate.
AAirpass® tickets should be handled in the same manner as revenue tickets and are considered ticketed at all times.
Rule 240 Domestic tariff rules which state AA's obligations to our customers when their flights are changed or canceled as a result of Schedule Change(s)/ Irregularities.
Rule 240 applies to travel wholly within the 50 U.S., travel between the U.S. and Canada and travel between the U.S. and Puerto Rico /U.S. Virgin Islands.
Rule 240 protects all ticketed customers including AAdvantage, AA codeshare and Travel Agents free/reduced rate.
AAirpass® tickets should be handled in the same manner as revenue tickets and are considered ticketed at all times.
Rule 80 International tariff rules which state AA's obligations to our customers when their flights are changed or canceled as a result of Schedule Change(s)/Irregularities.
Rule 80 applies to all international travel except travel between the U.S. and Canada and/or between the U.S. and Puerto Rico /U.S. Virgin Islands.
Rule 80 protects all ticketed customers including AAdvantage, AA codeshare and Travel Agents free/reduced rate.
AAirpass® tickets should be handled in the same manner as revenue tickets and are considered ticketed at all times.
Good luck.
My wife and I are stuck in ord. Had to sleep on the floor last night in the airport.
Original flight was cun-mia-bos. System outage caused us to be rebooked via ord. We diverted to Memphis for a passenger medical emergency. We are now stuck in ord with no option to get out until maybe Saturday but most likely Sunday.
We are on paid first / business. I am exp she has no status.
I see there are plenty of seats if we routed ord - Lhr- bos. And this would get us home tomorrow afternoon.
Does aa have a policy that would prohibit this? We need to get home.
Original flight was cun-mia-bos. System outage caused us to be rebooked via ord. We diverted to Memphis for a passenger medical emergency. We are now stuck in ord with no option to get out until maybe Saturday but most likely Sunday.
We are on paid first / business. I am exp she has no status.
I see there are plenty of seats if we routed ord - Lhr- bos. And this would get us home tomorrow afternoon.
Does aa have a policy that would prohibit this? We need to get home.
Last edited by JDiver; Jul 3, 2013 at 5:19 pm
Apr 18, 2013, 10:04 am
#156
FlyerTalk Evangelist
Join Date: May 2001
Location: LAX; AA EXP, MM; HH Gold
Posts: 31,789
My wife and I are stuck in ord. Had to sleep on the floor last night in the airport.
Original flight was cun-mia-bos. System outage caused us to be rebooked via ord. We diverted to Memphis for a passenger medical emergency. We are now stuck in ord with no option to get out until maybe Saturday but most likely Sunday.
We are on paid first / business. I am exp she has no status.
I see there are plenty of seats if we routed ord - Lhr- bos. And this would get us home tomorrow afternoon.
Does aa have a policy that would prohibit this? We need to get home.
Original flight was cun-mia-bos. System outage caused us to be rebooked via ord. We diverted to Memphis for a passenger medical emergency. We are now stuck in ord with no option to get out until maybe Saturday but most likely Sunday.
We are on paid first / business. I am exp she has no status.
I see there are plenty of seats if we routed ord - Lhr- bos. And this would get us home tomorrow afternoon.
Does aa have a policy that would prohibit this? We need to get home.
http://www.chicagotribune.com/news/l...,5889145.story
Chicago freeways are beginning to close due to flooding and the forecast is for record flooding in Chicago due to Wednesday's rains which continue today.
Chicago to Boston via London? I doubt AA will do that, but give it a try.
Apr 18, 2013, 10:05 am
#157
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
Note: The thread relating to proactive and related compensation provided to distressed / affected flyers as a result of the 16 Apr 2013 events can be read here.
Posts appended to this thread regarding proactive compensation and related questions have been moved to the linked thread.
/Moderator
Posts appended to this thread regarding proactive compensation and related questions have been moved to the linked thread.
/Moderator
Apr 19, 2013, 9:55 am
#158
Suspended
Join Date: Jun 2012
Posts: 3,513
My wife and I are stuck in ord. Had to sleep on the floor last night in the airport.
Original flight was cun-mia-bos. System outage caused us to be rebooked via ord. We diverted to Memphis for a passenger medical emergency. We are now stuck in ord with no option to get out until maybe Saturday but most likely Sunday.
We are on paid first / business. I am exp she has no status.
I see there are plenty of seats if we routed ord - Lhr- bos. And this would get us home tomorrow afternoon.
Does aa have a policy that would prohibit this? We need to get home.
Original flight was cun-mia-bos. System outage caused us to be rebooked via ord. We diverted to Memphis for a passenger medical emergency. We are now stuck in ord with no option to get out until maybe Saturday but most likely Sunday.
We are on paid first / business. I am exp she has no status.
I see there are plenty of seats if we routed ord - Lhr- bos. And this would get us home tomorrow afternoon.
Does aa have a policy that would prohibit this? We need to get home.
Apr 19, 2013, 10:19 am
#159
FlyerTalk Evangelist
Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 31,010
(I should say, I can get to the "click now to purchase" step)
Kayak shows 28 flights available, include 8 NS's, for today. Requesting a flight through LHR doesn't seem to be required.
Jul 2, 2013, 7:01 pm
#160
Suspended
Join Date: Jan 2013
Location: LAX/SNA
Programs: AA, Hilton Gold
Posts: 3,887
If you guys wanna see what happened at MIA when systems crashed, Airport 24/7: Miami has this disaster on tonight's episode. Season 2 Episode 10 for those looking online or TiVo'ing it.
HAHA! It looks like AA didn't want their name attached to this, so anything identifying them as the airline has been greeked or blurred, but you can catch their logo on the terminal signs.
HAHA! It looks like AA didn't want their name attached to this, so anything identifying them as the airline has been greeked or blurred, but you can catch their logo on the terminal signs.
Last edited by PainCorp; Jul 2, 2013 at 7:08 pm
Jul 3, 2013, 3:53 pm
#161
Join Date: May 2010
Location: Australia
Programs: SQ & QF
Posts: 1,302
If you guys wanna see what happened at MIA when systems crashed, Airport 24/7: Miami has this disaster on tonight's episode. Season 2 Episode 10 for those looking online or TiVo'ing it.
HAHA! It looks like AA didn't want their name attached to this, so anything identifying them as the airline has been greeked or blurred, but you can catch their logo on the terminal signs.
HAHA! It looks like AA didn't want their name attached to this, so anything identifying them as the airline has been greeked or blurred, but you can catch their logo on the terminal signs.
Jul 3, 2013, 5:13 pm
#162
Suspended
Join Date: Jan 2013
Location: LAX/SNA
Programs: AA, Hilton Gold
Posts: 3,887
They didn't go too in depth with the issue, the show usually covers a few airport issues in 22 minutes. They could have done a whole hour special just on this, but I think AA would have had a cow. So much potential for a great episode that was wasted.
Jul 3, 2013, 8:21 pm
#163
Join Date: Jul 2011
Location: NYC
Programs: All of them...
Posts: 382
PS: Sabre was down the last few days, not aware if AA was affected, but I was
Jul 4, 2013, 1:11 pm
#164
Join Date: May 2010
Location: Australia
Programs: SQ & QF
Posts: 1,302
Do you know some way i could get it please?
Jul 5, 2013, 11:52 am
#165
Join Date: Apr 2011
Location: Treasure Coast, FL
Programs: DL Diamond, Marriott LT Plat, HH Diamond, Avis Preferred Plus, National Executive
Posts: 4,578
Based on that I think your assertion that AA would have a cow is putting it mildly.