Jan 1, 2015, 4:40 pm
Last edit by: JDiver
(ARCHIVE) 2015 Questions about, guide to, and listing of, compensation (consolidated)
Welcome to the "2015 Guide to, and listing of, compensation" thread!
In keeping with tradition, we'd like to ask members to report their compensation in the following format:
- Date
- AAdvantage Status
- Fare class
- What happened
- Compensation
- Comments
• JGR01 has created a spreadsheet parsing posts in this thread from 2003-2007, available for download here
• AA's official policy regarding compensation for delays, cancellations, and diversions is as follows (thanks to tom911 for posting):
DELAYS, CANCELLATIONS AND DIVERSIONS
American Airlines will provide customers at the airport and onboard an affected aircraft with timely and frequent updates regarding known delays, cancellations and diversions and will strive to provide the best available information concerning the duration of delays and to the extent available, the flight's anticipated departure time.
We are not responsible for any special, incidental or consequential damages if we do not meet this commitment.
When cancellations and major delays are experienced, you will be rerouted on our next flight with available seats. If the delay or cancellation was caused by events within our control and we do not get you to your final destination on the expected arrival day, we will provide reasonable overnight accommodations, subject to availability.
In extreme circumstances, it is possible that a flight will cancel while on the ground in the city to which it was diverted. When this happens you will be rerouted on the next American flight with available seats, or in some circumstances on another airline or some other alternative means of transportation. If we are unable to reroute you, reasonable overnight accommodations will be provided by American, subject to availability.
American will provide amenities for delayed passengers, necessary to maintain the safety and/or welfare of certain passengers such as customers with disabilities, unaccompanied children, the elderly or others to whom such amenities will be furnished consistent with special needs and/or circumstances.
American Airlines will provide customers at the airport and onboard an affected aircraft with timely and frequent updates regarding known delays, cancellations and diversions and will strive to provide the best available information concerning the duration of delays and to the extent available, the flight's anticipated departure time.
We are not responsible for any special, incidental or consequential damages if we do not meet this commitment.
When cancellations and major delays are experienced, you will be rerouted on our next flight with available seats. If the delay or cancellation was caused by events within our control and we do not get you to your final destination on the expected arrival day, we will provide reasonable overnight accommodations, subject to availability.
In extreme circumstances, it is possible that a flight will cancel while on the ground in the city to which it was diverted. When this happens you will be rerouted on the next American flight with available seats, or in some circumstances on another airline or some other alternative means of transportation. If we are unable to reroute you, reasonable overnight accommodations will be provided by American, subject to availability.
American will provide amenities for delayed passengers, necessary to maintain the safety and/or welfare of certain passengers such as customers with disabilities, unaccompanied children, the elderly or others to whom such amenities will be furnished consistent with special needs and/or circumstances.
Contrary to the belief of some, airlines are not required to compensate passengers for “damages” when flights are delayed or canceled. Compensation is required by law only when you are “bumped” from a flight that is oversold. Airlines almost always refuse to pay passengers for financial losses resulting from a delayed flight. If the purpose of your trip is to close a potentially lucrative business deal, to give a speech or lecture, to attend a family function, or to be present at any time-sensitive event, you might want to allow a little extra time and take an earlier flight. In other words, airline delays and cancellations are not unusual, and defensive planning is a good idea when time is your most important consideration.
Also see (FT) EC261 / EC 261/2004 complaints, compensation and AA (master thread)
(The other compensation threads are archived and closed, but can easily be accessed for reading here:
2014 Questions about, guide to, listing of, compensation (consolidated - archived)
2013 Questions about, guide to, and listing of compensation (archived)
Guide to, and listing of, compensation (2012 - archived)
Guide to, and listing of, compensation (2003 - 2011 archived)
AA Forum Moderator Team
ARCHIVE: 2015 Questions about, guide to, and listing of, compensation (consolidated)
Feb 24, 2015, 7:30 am
#61
Join Date: Dec 2009
Programs: WN CP, Hyatt Plat, Marriott Gold, Carlson Gold, AA Gold
Posts: 350
When you accepted the re-route, did you discuss reimbursement for the car rental, etc... If so then you should have no problem. If you didn't work that out in advance, it might be more challenging.
A voucher is far less likely. Usually a mx cancellation yields RDM miles.
A voucher is far less likely. Usually a mx cancellation yields RDM miles.
Feb 24, 2015, 7:44 am
#62
FlyerTalk Evangelist
Join Date: Apr 2006
Location: SJC/VCE
Programs: AA PLT (2.9+ MM), HH GLD, Hyatt Diamond, SPG PLT
Posts: 10,161
I was denied a car reimbursement verbally while rerouting.. I think they are given boilerplate answers for questions from a script and have little flexibility. This guy who was rerouting people was a contracted agent so I don't know whether or not to believe him or not. It was the same guy who put the bags on the plane who boarded people who rerouted people. The guy kinda did it all.
As for this situation: if you verbally denied car reimbursement, then it may be far more difficult to obtain - but call AA customer service and give it a try.
Feb 24, 2015, 9:01 am
#63
Join Date: Feb 2015
Posts: 3
As an update, I emailed them back, and they responded saying they apologize they thought my concerns weren't being properly addressed. Offered me and my traveling companion 10000 points each.
I am a new AAdvantage member, so no status.
Cheers!
I am a new AAdvantage member, so no status.
Cheers!
Hello,
I received my response from messaging AACustomerRelations. Any ideas on next steps? The message is below:
Thank you for contacting Customer Relations. On behalf of US Airways and American we welcome the opportunity to respond to your concerns.
I'm sorry your flight didn't operate as scheduled when you traveled with us on February 18. Our records indicate that the disruption of flight 2295 from St. Lucia was due to adverse weather conditions. I know you were inconvenienced. Without question, we did not provide the level of service you expected.
While it is certainly our goal to operate each and every flight as planned, we have the responsibility to make changes to our schedules to resolve problems caused by weather, flight conditions, mechanical difficulties or other operational challenges. Accordingly, it is not an airline industry practice to assume financial responsibility for our customers' personal time lost or for out-of-pocket expenses when extenuating circumstances prevent us from operating as planned nor do we offer compensation for weather related delays . I am sorry.
We are disappointed to learn about the unsatisfactory level of service provided at our ticket counter in Miami during your flight delay. Meeting the highest expectations of our customers is our primary goal and we are sorry we failed to deliver the level of service you expect and certainly deserve from us.
Your observations with regard to the lines and shortage of agents available for assistance with delayed passengers have been reviewed with the Passenger Service Managers responsible for this area of our operation.
We value your opinion of our service and appreciate your business. Thank you for allowing us the opportunity to address your valid concerns and to correct the service issues you mentioned. We look forward to serving you again soon as you travel through our Miami hub.
Sincerely,
Brenda L.
Customer Relations
American Airlines
My original message below:
I received my response from messaging AACustomerRelations. Any ideas on next steps? The message is below:
Thank you for contacting Customer Relations. On behalf of US Airways and American we welcome the opportunity to respond to your concerns.
I'm sorry your flight didn't operate as scheduled when you traveled with us on February 18. Our records indicate that the disruption of flight 2295 from St. Lucia was due to adverse weather conditions. I know you were inconvenienced. Without question, we did not provide the level of service you expected.
While it is certainly our goal to operate each and every flight as planned, we have the responsibility to make changes to our schedules to resolve problems caused by weather, flight conditions, mechanical difficulties or other operational challenges. Accordingly, it is not an airline industry practice to assume financial responsibility for our customers' personal time lost or for out-of-pocket expenses when extenuating circumstances prevent us from operating as planned nor do we offer compensation for weather related delays . I am sorry.
We are disappointed to learn about the unsatisfactory level of service provided at our ticket counter in Miami during your flight delay. Meeting the highest expectations of our customers is our primary goal and we are sorry we failed to deliver the level of service you expect and certainly deserve from us.
Your observations with regard to the lines and shortage of agents available for assistance with delayed passengers have been reviewed with the Passenger Service Managers responsible for this area of our operation.
We value your opinion of our service and appreciate your business. Thank you for allowing us the opportunity to address your valid concerns and to correct the service issues you mentioned. We look forward to serving you again soon as you travel through our Miami hub.
Sincerely,
Brenda L.
Customer Relations
American Airlines
My original message below:
Feb 24, 2015, 9:23 am
#64
Join Date: Dec 2009
Programs: WN CP, Hyatt Plat, Marriott Gold, Carlson Gold, AA Gold
Posts: 350
I recognize that the following advice won't help w/the current situation - but in the future - call AA rather than dealing w/the contract agent at a small out station.
As for this situation: if you verbally denied car reimbursement, then it may be far more difficult to obtain - but call AA customer service and give it a try.
As for this situation: if you verbally denied car reimbursement, then it may be far more difficult to obtain - but call AA customer service and give it a try.
Feb 24, 2015, 11:06 am
#65
Join Date: Jun 2014
Programs: BA Blue :-) AA Gold Million Miler; Accor Platinum; IHG Spire Elite Ambassador;
Posts: 21
Flight AA106 JFK LHR departing 7.31pm delayed for 2 1/2 hours Sunday night due to being short 100 meals!! Saturday 90% of flights were cancelled due to a snow storm so who wasn't joining up the dots for Sunday?
Flying in Business Class, didn't make a Monday morning meeting, couldn't take advantage of any meals as I was staying on UK time zone as it was only a weekend trip and had been up by 4.00am so by the time the plane took off at 10.00pm I was done in and slept the entire 6 hour flight.
Called AA today, I am AA Gold, 1 Million Miler, was routed to a supervisor who offered me 2,000 miles as that was his authorization limit. I said that was pretty derisory and restated my case, he added 4,000 miles to make it 6,000. I told him I was a member of Flyertalk :-) and that typical compensation for someone with my status flying Business should be 12,500 miles. Magically, he upped his authorization ability to 10,000 miles, which I accepted, it was enough to stop me having to go through the hassle of writing to AA and having a protracted issue to deal with.
The advice here is, keep persevering when agents offer silly amounts of compensation, politely keep making your point about the disappointment and inconvenience and there is a chance that you might get a favourable result. And dropping in FT I am sure didn't do any harm either!!! :-)
Flying in Business Class, didn't make a Monday morning meeting, couldn't take advantage of any meals as I was staying on UK time zone as it was only a weekend trip and had been up by 4.00am so by the time the plane took off at 10.00pm I was done in and slept the entire 6 hour flight.
Called AA today, I am AA Gold, 1 Million Miler, was routed to a supervisor who offered me 2,000 miles as that was his authorization limit. I said that was pretty derisory and restated my case, he added 4,000 miles to make it 6,000. I told him I was a member of Flyertalk :-) and that typical compensation for someone with my status flying Business should be 12,500 miles. Magically, he upped his authorization ability to 10,000 miles, which I accepted, it was enough to stop me having to go through the hassle of writing to AA and having a protracted issue to deal with.
The advice here is, keep persevering when agents offer silly amounts of compensation, politely keep making your point about the disappointment and inconvenience and there is a chance that you might get a favourable result. And dropping in FT I am sure didn't do any harm either!!! :-)
Feb 24, 2015, 5:04 pm
#66
In Memoriam, FlyerTalk Evangelist
Join Date: Jun 2000
Location: Benicia CA
Programs: Alaska MVP Gold 75K, AA 3.8MM, UA 1.1MM, enjoying the retired life
Posts: 31,849
For a 2.5 hour delay? That's going to be a surprise to some here. I looked at the last few months of posts in the compensation threads and I see 10,000 for a 12 hour delay, 7,500 for a 5 hour delay, and 4,000 miles for something just over 2 hours. I'd say AA is being very generous giving you 10,000 miles for 2.5 hours.
Feb 25, 2015, 7:41 pm
#67
Moderator: American AAdvantage
Original Poster
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
For a 2.5 hour delay? That's going to be a surprise to some here. I looked at the last few months of posts in the compensation threads and I see 10,000 for a 12 hour delay, 7,500 for a 5 hour delay, and 4,000 miles for something just over 2 hours. I'd say AA is being very generous giving you 10,000 miles for 2.5 hours.
Mar 1, 2015, 12:30 pm
#68
Join Date: Sep 2012
Location: TUS
Programs: US Chairman, Delta Diamond, Priority Club Platinum, Marriott Gold, HHonors Gold
Posts: 30
Is it reasonable to expect compensation? (US and AA)
I am currently on my 3rd day of trying to fly out of CLT. I flew into CLT on US Airways heading home on Friday. My connections on Friday (on AA but booked through US) out of CLT were canceled due to weather at DFW. I was booked on flights the following day on US (AA booked these flights over the phone). Now these flights were delayed (waiting for a crew) for nearly 3 hours causing me to miss my connection in ORD so AA booked me on a flight out of CLT today on US. My luggage could not be taken off of the plane according to the gate agent so now I am left with whatever is in my backpack. My final destination has been TUS until this flight was booked only putting me through to PHX where I was told that I would need to find my way via rental car to TUS because all flights PHX->TUS were booked until Monday. I have had to stay in hotels and purchase the basics (under-clothes, deodorant, etc)to get me through to today since I didn't have my luggage.
This all being said, US and AA have not provided any sort of compensation and I have been out of pocket hundreds just in hotels the past two nights. Is it a reasonable expectation to request some sort of compensation?
This all being said, US and AA have not provided any sort of compensation and I have been out of pocket hundreds just in hotels the past two nights. Is it a reasonable expectation to request some sort of compensation?
Last edited by Screamin03; Mar 1, 2015 at 9:52 pm
Mar 1, 2015, 12:34 pm
#69
Join Date: Feb 2012
Location: SAN
Programs: AA-EXP; US-Silver; Marriott-Platinum; Starwood-Platinum; Hilton-Gold
Posts: 1,260
I am currently on my 3rd day of trying to fly out of CLT. I flew into CLT on US Airways heading home on Friday. My connections on Friday (on AA but booked through US) out of CLT were canceled due to weather at DFW. I was booked on flights the following day on US (AA booked these flights over the phone). Now these flights were delayed (waiting for a crew) for nearly 3 hours causing me to miss my connection in ORD so AA booked me on a flight out of CLT today on US. My luggage could not be taken off of the plane according to the gate agent so now I am left with whatever is in my backpack. My final destination has been TUS until this flight was booked only putting me through to PHX where I was told that I would need to find my way via rental car to TUS because all flights PHX->TUS were booked until Monday. I have had to stay in hotels and purchase the basics (under-clothes, deodorant, etc)to get me through to today since I didn't have my luggage.
This all being said, US and AA have not provided any sort of compensation and I have been out of pocket hundreds just in hotels the past two nights. Is it a reasonable expectation to demand some sort of compensation?
This all being said, US and AA have not provided any sort of compensation and I have been out of pocket hundreds just in hotels the past two nights. Is it a reasonable expectation to demand some sort of compensation?
I'd say be courteous and polite and explain situation but praise any employees that went above and beyond trying to help in this hectic mess.
Mar 1, 2015, 12:41 pm
#70
Join Date: Sep 2012
Location: TUS
Programs: US Chairman, Delta Diamond, Priority Club Platinum, Marriott Gold, HHonors Gold
Posts: 30
Thanks for the reply AA-FLYER-SAN. I am assuming exactly what you stated but having never been in a situation like this I was curious to hear what others have to say.
Mar 1, 2015, 12:44 pm
#71
FlyerTalk Evangelist
Join Date: May 2001
Location: LAX; AA EXP, MM; HH Gold
Posts: 31,789
No, it is not reasonable to expect or demand any compensation. You are the unfortunate victim of icy winter weather. There might be travel insurance coverage available for purchase that would cover such expenses, but it's unreasonable to expect airlines to insure against weather events for free.
Mar 1, 2015, 12:48 pm
#72
FlyerTalk Evangelist
Join Date: Nov 2007
Location: Denver • DEN-APA
Programs: AF Platinum, EK Gold, AA EXP, UA 1K, Hyatt Globalist
Posts: 21,602
No, it is not reasonable to expect or demand any compensation. You are the unfortunate victim of icy winter weather. There might be travel insurance coverage available for purchase that would cover such expenses, but it's unreasonable to expect airlines to insure against weather events for free.
Mar 1, 2015, 1:00 pm
#73
FlyerTalk Evangelist
Join Date: May 2001
Location: LAX; AA EXP, MM; HH Gold
Posts: 31,789
Over the years, AA has occasionally provided me a room when AA had no liability to do so, but those experiences don't translate into a reasonable "expectation" that AA will do it every time. Same as the occasional operational upgrade.
Mar 1, 2015, 1:56 pm
#74
Join Date: Jan 2011
Location: Philadelphia, PA
Programs: AAdvantage Exec Platinum, Hertz #1 Club Gold Five Star, IHG Platinum, Marriott Gold, HHonors Silver
Posts: 2,039
What to expect is up to the person making the expectations whether or not it is reasonable.
For demanding, unless you were really screwed over because of the airline screwing up, it is probably unreasonable to ever demand.
However, I believe it is ALWAYS reasonable to ask airlines questions. If someone feels they deserve compensation for something, it is reasonable to ask for it. They may be denied, whether fairly or unfairly. However, I don't think it is ever unreasonable to ask if you believe you've been "wronged".
For demanding, unless you were really screwed over because of the airline screwing up, it is probably unreasonable to ever demand.
However, I believe it is ALWAYS reasonable to ask airlines questions. If someone feels they deserve compensation for something, it is reasonable to ask for it. They may be denied, whether fairly or unfairly. However, I don't think it is ever unreasonable to ask if you believe you've been "wronged".
Mar 1, 2015, 2:53 pm
#75
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Compensation? No. Customer service gesture? Most likely. But, tends to be token.
When you get home, shoot US a short note listing your costs and offering receipts.
When you get home, shoot US a short note listing your costs and offering receipts.