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-   -   Proactive apology email and miles from AA re. cancellations on 16 Apr 2013 (https://www.flyertalk.com/forum/american-airlines-aadvantage-pre-consolidation-usair/1459313-proactive-apology-email-miles-aa-re-cancellations-16-apr-2013-a.html)

JHark Apr 17, 13 1:46 pm

Proactive apology email and miles from AA re. cancellations on 16 Apr 2013
 
Dear Jhark
AAdvantage®. Platinum Number: xxxxxxx



We strive every day to get it right. Most days we do, but Tuesday, April 16, was unfortunately not one of those days. American experienced a problem with our network systems that caused many flight delays and cancellations.

First, I want to express my sincere apologies for the inconvenience this caused you. It's our responsibility to get you to your destination on time, and that didn't happen.

Know that we immediately put all hands on deck to identify and resolve the problem - working to get our systems running smoothly, our flights back on schedule, our customers rebooked and back on their way.

I'm very proud of American's people who once again showed real professionalism in getting our operations back to normal and doing their best by you, our customers, at a difficult time.

In recognition of your loyalty to American and appreciation of your patience and support, as an AAdvantage® Platinum member, we will be depositing 5,000 AAdvantage bonus miles* in your account. If you have further questions about how we can help you with rebooking or refunds, please visit www.aa.com.

Thanks for your patience, and as always, thanks for your business.

Thomas W. Horton
Chairman & CEO

ssafro1 Apr 17, 13 3:06 pm


Originally Posted by JHark (Post 20607956)
...depositing 5,000 AAdvantage bonus miles* in your account...

Are all PLAT members getting these miles? Or just those who traveled yesterday? Bc a colleague of mine got that email & he did not travel (nor did he intend to) yesterday...

Pedro M Apr 17, 13 3:07 pm


Originally Posted by JHark (Post 20607956)
In recognition of your loyalty to American and appreciation of your patience and support, as an AAdvantage® Platinum member, we will be depositing 5,000 AAdvantage bonus miles* in your account.

I received a similar e-mail, except it was for 7,500 bonus miles. Not bad.

abk Apr 17, 13 3:11 pm

Was anyone successful going to southwest with their AA ticket number? My guess would be no but I am curious.

7500 miles here also

jlin011 Apr 17, 13 3:11 pm

I'm EXP and also received 7500 miles. LAX-DEN cancelled yesterday and was rebooked on UA.

AJLondon Apr 17, 13 3:15 pm

Proactive apology email and miles from AA re. cancellations on 16 Apr 2013
 
Just got this in my inbox. Was scheduled to fly AA on DEN-DFW-IAH yesterday, and was finally rebooked on a UA nonstop.

I did not contact AA and the below was unsolicited and proactive from their end.


Originally Posted by email

Our Apologies and 5,000 Miles for Your Patience

We strive every day to get it right. Most days we do, but Tuesday, April 16, was unfortunately not one of those days. American experienced a problem with our network systems that caused many flight delays and cancellations.

First, I want to express my sincere apologies for the inconvenience this caused you. It's our responsibility to get you to your destination on time, and that didn't happen.

Know that we immediately put all hands on deck to identify and resolve the problem - working to get our systems running smoothly, our flights back on schedule, our customers rebooked and back on their way.

I'm very proud of American's people who once again showed real professionalism in getting our operations back to normal and doing their best by you, our customers, at a difficult time.

In recognition of your loyalty to American and appreciation of your patience and support, as an AAdvantage® Platinum member, we will be depositing 5,000 AAdvantage bonus miles* in your account. If you have further questions about how we can help you with rebooking or refunds, please visit www.aa.com.

Thanks for your patience, and as always, thanks for your business.


Thomas W. Horton
Chairman & CEO

AA Mods: please edit/merge if this does not deserve a separate thread. Not too familiar with AA board etiquette. Thanks! :)

akarneboge Apr 17, 13 3:22 pm

Mine was for 7,500 miles. I wonder what the reasoning was...

AJLondon Apr 17, 13 3:25 pm


Originally Posted by akarneboge (Post 20608489)
Mine was for 7,500 miles. I wonder what the reasoning was...

Maybe 7.5k for EXP and 5k for Plats...

Any reports from Golds with 2.5k....?

glenny84 Apr 17, 13 3:25 pm

Also got 7,500 here as well. EXP. Maybe status level is the differentiating factor.

aap Apr 17, 13 3:26 pm

I got 2500 miles as a lowly Gold. I waited the 2.5 hours extra at ORD, but got home on my original flight.

i'mlovin'it Apr 17, 13 3:26 pm

7500 mi also.

EXP / 3 hour delay

DWFI Apr 17, 13 3:27 pm

Got 7.5K as well as EXP.
scheduled to fly SFO-LAX, was delayed about 2hrs total.

This is extremely generous IMO. Even too generous.

UNITED959 Apr 17, 13 3:33 pm

7.5K as EXP and my flight arrived 5 mins early! :D

barelyelite Apr 17, 13 3:35 pm


Originally Posted by UNITED959 (Post 20608558)
7.5K as EXP and my flight arrived 5 mins early! :D

Same! :cool:

aap Apr 17, 13 3:36 pm


Originally Posted by DWFI (Post 20608525)
Got 7.5K as well as EXP.
scheduled to fly SFO-LAX, was delayed about 2hrs total.

This is extremely generous IMO. Even too generous.

Agree - this must be costing AA a small fortune to fix this disaster. Giving away bonus points, rebooking on other carriers, hotel/meal vouchers, employee overtime. Had to laugh at AA's personalized apologies on Twitter every 30 seconds.

I really wonder how many people truly would stop flying AA because of this incident. It would seem the other carriers are just as susceptible. Just get people on other flights and this problem will be forgotten.


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