Apr 18, 2013, 9:37 am
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. 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.
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.
Proactive apology email and miles from AA re. cancellations on 16 Apr 2013
Apr 17, 2013, 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
AAdvantageŽ. 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 AAdvantageŽ 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
AAdvantageŽ. 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 AAdvantageŽ 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
Apr 17, 2013, 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
Apr 17, 2013, 3:07 pm
#3
Join Date: Dec 2004
Location: Merritt Island, FL
Programs: AA EXP 4MM, SPG Lifetime Platinum
Posts: 446
Apr 17, 2013, 3:11 pm
#4
Join Date: Sep 2007
Location: stl
Programs: AA LT Plat/8.1mm now with 1350 miles left in my account and proud of it.. SPG LT Titanium.
Posts: 3,079
Was anyone successful going to southwest with their AA ticket number? My guess would be no but I am curious.
7500 miles here also
7500 miles here also
Last edited by abk; Apr 17, 2013 at 3:17 pm
Apr 17, 2013, 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.
Apr 17, 2013, 3:15 pm
#6
Moderator: GLBT travelers, India-based Airlines and India; FlyerTalk Evangelist
Join Date: Jan 2004
Location: Asia
Programs: Yes!
Posts: 15,512
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.
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 AAdvantageŽ 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! 
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 AAdvantageŽ 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
Apr 17, 2013, 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...
Apr 17, 2013, 3:25 pm
#8
Moderator: GLBT travelers, India-based Airlines and India; FlyerTalk Evangelist
Join Date: Jan 2004
Location: Asia
Programs: Yes!
Posts: 15,512
Apr 17, 2013, 3:25 pm
#9
Join Date: Jan 2008
Location: Austin
Programs: AA, AS, WN
Posts: 503
Also got 7,500 here as well. EXP. Maybe status level is the differentiating factor.
Apr 17, 2013, 3:26 pm
#10
Join Date: Jun 2010
Location: LAX / SNA
Programs: Marriott Lifetime Titanium, IHG Gold, Hyatt Discoverist, Hilton Silver, AA Gold, United Silver
Posts: 241
I got 2500 miles as a lowly Gold. I waited the 2.5 hours extra at ORD, but got home on my original flight.
Apr 17, 2013, 3:27 pm
#12
Join Date: Jul 2010
Location: NYC, SLC, LAX
Programs: AA EXP, UA Plat
Posts: 3,951
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.
scheduled to fly SFO-LAX, was delayed about 2hrs total.
This is extremely generous IMO. Even too generous.
Apr 17, 2013, 3:33 pm
#13
FlyerTalk Evangelist
Join Date: Sep 2000
Location: Chicago, IL
Posts: 20,404
7.5K as EXP and my flight arrived 5 mins early! 
Apr 17, 2013, 3:36 pm
#15
Join Date: Jun 2010
Location: LAX / SNA
Programs: Marriott Lifetime Titanium, IHG Gold, Hyatt Discoverist, Hilton Silver, AA Gold, United Silver
Posts: 241
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.