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Proactive apology email and miles from AA re. cancellations on 16 Apr 2013

Proactive apology email and miles from AA re. cancellations on 16 Apr 2013

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Old Apr 18, 13, 1:37 am   -   Wikipost
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MODERATOR GUIDEPOST

On April 16, 2013, AA suffered widespread problems (bookings, changes, aircraft holds and cancellations) caused by an HP-owned communications link breakdown. The thread relating to the events of this day can be read here.

This thread relates to proactive (and related) compensation provided those travellers affected by the April 16 events.
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Old Apr 17, 13, 1:46 pm
  #1  
Original Poster
 
Join Date: May 2001
Location: St Croix, Tampa, Nova Scotia
Programs: AA Plat, 2MM Mile
Posts: 91
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
JHark is offline  
Old Apr 17, 13, 3:06 pm
  #2  
 
Join Date: Dec 2009
Location: DFW/STL
Programs: AA EXP, AA Admirals Club, Marriott PLT Premier, Hertz President's Circle
Posts: 762
Originally Posted by JHark View Post
...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...
ssafro1 is offline  
Old Apr 17, 13, 3:07 pm
  #3  
 
Join Date: Dec 2004
Location: Merritt Island, FL
Programs: AA EXP 4MM, SPG Lifetime Platinum
Posts: 437
Originally Posted by JHark View Post
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.
Pedro M is offline  
Old Apr 17, 13, 3:11 pm
  #4  
abk
 
Join Date: Sep 2007
Location: stl
Programs: AA LT Plat/8.1mm. SPG LT Titanium. UA 712,524 miles and no longer trying.
Posts: 2,930
Was anyone successful going to southwest with their AA ticket number? My guess would be no but I am curious.

7500 miles here also

Last edited by abk; Apr 17, 13 at 3:17 pm
abk is offline  
Old Apr 17, 13, 3:11 pm
  #5  
 
Join Date: Mar 2011
Location: SNA/LAX
Programs: AA EXP, Go Bears!
Posts: 233
I'm EXP and also received 7500 miles. LAX-DEN cancelled yesterday and was rebooked on UA.
jlin011 is offline  
Old Apr 17, 13, 3:15 pm
  #6  
Moderator: GLBT travelers, India-based Airlines and India; FlyerTalk Evangelist
 
Join Date: Jan 2004
Location: Asia
Programs: Yes!
Posts: 15,480
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!
AJLondon is offline  
Old Apr 17, 13, 3:22 pm
  #7  
 
Join Date: Oct 2009
Location: Chicago O'Hare
Programs: AA EXP, LT PLT 2.6MM, HHonors Lifetime Diamond, Hertz Presidents Circle
Posts: 678
Mine was for 7,500 miles. I wonder what the reasoning was...
akarneboge is offline  
Old Apr 17, 13, 3:25 pm
  #8  
Moderator: GLBT travelers, India-based Airlines and India; FlyerTalk Evangelist
 
Join Date: Jan 2004
Location: Asia
Programs: Yes!
Posts: 15,480
Originally Posted by akarneboge View Post
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....?
AJLondon is offline  
Old Apr 17, 13, 3:25 pm
  #9  
 
Join Date: Jan 2008
Location: Chicago
Programs: AA, AS, WN
Posts: 495
Also got 7,500 here as well. EXP. Maybe status level is the differentiating factor.
glenny84 is offline  
Old Apr 17, 13, 3:26 pm
  #10  
aap
 
Join Date: Jun 2010
Location: LAX / SNA
Programs: Marriott Lifetime Platinum Premier, AA Platinum Pro, United Silver
Posts: 207
I got 2500 miles as a lowly Gold. I waited the 2.5 hours extra at ORD, but got home on my original flight.
aap is offline  
Old Apr 17, 13, 3:26 pm
  #11  
 
Join Date: Jul 2005
Posts: 1,245
7500 mi also.

EXP / 3 hour delay
i'mlovin'it is offline  
Old Apr 17, 13, 3:27 pm
  #12  
 
Join Date: Jul 2010
Location: BOS, LAX
Programs: AA EXP MM, UA Plat, SPG Plat
Posts: 3,895
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.
DWFI is offline  
Old Apr 17, 13, 3:33 pm
  #13  
FlyerTalk Evangelist
 
Join Date: Sep 2000
Location: Chicago, IL
Posts: 20,396
7.5K as EXP and my flight arrived 5 mins early!
UNITED959 is offline  
Old Apr 17, 13, 3:35 pm
  #14  
 
Join Date: Sep 2010
Location: DCA
Programs: Former SPG Plat and AA EXP; Current SPG LT Gold and AA LT GLD
Posts: 885
Originally Posted by UNITED959 View Post
7.5K as EXP and my flight arrived 5 mins early!
Same!
barelyelite is offline  
Old Apr 17, 13, 3:36 pm
  #15  
aap
 
Join Date: Jun 2010
Location: LAX / SNA
Programs: Marriott Lifetime Platinum Premier, AA Platinum Pro, United Silver
Posts: 207
Originally Posted by DWFI View Post
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.
aap is offline  

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