FlyerTalk Forums - FAQ: AA Distressed Traveler / Interrupted Trip Policy inc. Hotel

FAQ: American Airlines Distressed Traveler / Interrupted Trip Policies
including Hotels / accommodation, vouchers and alternative approaches and resources

Q. Uh, oh! It's hitting the fan here! What's next?

Look at the wiki in 2015 AA Travel Notices & Policy, resources etc. (OSO, system IROPS, weather, etc.) if flights are still operating for the AA OSO number and other flight resources. If you're apparently stuck, read on.

Sometimes using other FlyerTalker's advice can save you time - and money. Here's a compendium of FTers' advice and experiences on being stuck overnight at or near an airport because of irregular operations.

Q. When will AA house or reimburse me?

If AA is at fault and admits it, you may be eligible for hotel, transportation and/or meal vouchers during lengthy delays resulting from flight cancellations etc. due to mechanical problems or other issues within the airline's control.

Status and your value to AA as a flyer (think Concierge Key or high Helix score rather than lifetime status made largely with pre-2012 miles) are also a factor in whether you will get accommodated or not, and how likely you are to be reimbursed for alternative arrangements.

AA is unlikely to provide amenities in cases of "force majeure events" - issues beyond its control, such as weather, strikes, etc. See here for definition, in AA's Conditions of Carriage.

N.B. If an agent promises you reimbursement, etc. be sure to have that statement added to your PNR / record. Some members have reported an agent told them they'd be reimbursed but never annotated the PNR and AA did not honor an anonymous agent's statement.

Q. What do I do next?

If widespread IROPS or severe disruptions have occurred, it may be chaotic and there may be queues of clamorous people besieging agents, seeking reaccommodation, lodging, etc.

Be aware the airport hotels may be filling fast, or even full; the same is true for nearby properties with airport shuttle service. Time is of the essence, as is rapid thinking.

Admirals Club and...: If so, your first priority may be to avoid joining the scrum. Is there a nearby Admirals Club? If you're a member or otherwise have access, try them; if you don't have access, in extremis consider a $50 day pass (or $99 one month membership if you're with family or expect further chaos in ensuing days).

Is there an airport reaccommodation desk or phone? Many travelers will overlook these in the frenzied rush to mob that visible ground agent or gate desk.

Your travel agent: If you booked using a travel agent, call them now; this is the test, and worth, of an agent. (An Online Travel Agent, such as Cheapo Air, Expedia or Travelocity may not be as responsive, and PriceLine et al may be good for finding discounted accommodation but is not likely to become involved with finding solutions to your IROPS experience.)

Calling: If you have your phone, try calling AA on your status priority line ("desk", as AA calls it) or CK or Executive Platinum agents. You could get resolution long before you might get a chance to talk to a harried, rushed ground agent.

Preventive action: If you know of the problem whilst you're on the plane, can you make advance arrangements using inflight WiFi? (Post #24)

Q. I want vouchers! What's wrong with that?

Accommodation voucher: If you manage a precious voucher, know it might be to a property that's handy to the airport, or one under contract to AA - featuring low rates for AA, and possibly significant distance, a taxi ride away and back (these may be scarce at such times), poorly staffed, restaurant with limited hours and unknown accommodations. If you know the property, go for it; otherwise, inquire if a known or other property is available; if not, it's a gamble.

Meal and transportation vouchers: Don't forget you may be entitled to these as well; don't expect the meal vouchers to cover expenses for more than basic fast food.

Distressed Traveler voucher: Alternatively, you can often get the airline to issue you a "Distressed Traveler" voucher enabling you to get a discounted rate at the property accepting it. Same issues as above apply.

Q. What other alternatives do I have?

Alternatives will depend on several issues: your ability to pay or get reimbursed. Do you have Trip Cancellation and Interruption Insurance (annual, for this trip or from a credit card you used to purchase this trip)? Will you client / company rembursement you? Are you consciously "self-insured" (in lieu of paying for insurance, you choose to accept responsibility for paying for these occasional bumps in the road yourself)! Or maybe you've just got enough filthy lucre it's not a worry. ;)

Hotels: You can contact your favorite hotel chain (these may also have status numbers) and inquire which nearby properties can accommodate you. Be sure to ask if they offer an airport shuttle service, offer a distressed traveler rate, to mention discounted rates you qualify for (government, senior, whatever), and don't overlook the possibility of saving money by using your hotel points.

Some other hotel booking possibilities:

PriceLine
HotWire
Your hotel chain app
Hotel Tonight app

q. What insurance?

Self-insurance: you realize these things happen, and you choose to pay out of pocket when it does (in lieu of having TCII or a card that covers it)

Annual Trip Cancellation and Interruption Insurance may be the most cost effective of TCII, with annual limits.

Per trip TCII: These may cost 10-12% of your trip; see www.insuremytrip.com to shop and compare.

Credit card TCI protection: Certain credit cards may offer to reimburse trip interruption and expenses, e.g. Some Chase cards and the Citi AAdvantage Executive World Elite MasterCard include TCI insurance.

Q. Ugh! I'm stuck in the airport overnight! Now what?

There are some airports with micro- or capsule hotels; these tend to fill up fast. Other airports offer facilities and seating that will do in a pinch, even deploying stretchers / camp cots with blankets and pillows (e.g. DFW). If these haven't put on an appearance yet, ask. And don't forget the lounges for showers and cleaning up, or inquiring if the airport has shower options.

If all else fails: Guide to Sleeping in Airports. See the 2014 best airports for sleeping here, and the worst (including LGA) here.

This last site lists capsule hotels, etc. at various airports.

You're stuck, but it's not the end of the world. Good luck! And later, come share your experiences and knowledge with us.