Jan 1, 2016, 11:29 pm
Last edit by: JDiver
2016 Questions about, guide to, and listing of, compensation (consolidated)
Welcome to the "2016 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:
2015 Questions about, guide to, listing of, compensation (consolidated - archived)
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
2016 Questions about, guide to, and listing of, compensation (consolidated-archived)
Jan 16, 2016, 4:37 pm
#46
Join Date: Jan 2010
Location: London
Programs: AA Lifetime Platinum
Posts: 329
Both pilotos "expired"? How sad! Must have been some really BAD chicken they had for supper!
Jan 16, 2016, 5:18 pm
#47
Join Date: Dec 2007
Location: SYR
Programs: US/AA-Platinum, Hilton-Diamond, Marriott-Gold, AVIS-Presidents Club, National-Executive Elite
Posts: 2,755
what compensation are we entitled to?
Every time I see this title posted, the answer is always the same.
None.
None.
Jan 16, 2016, 5:24 pm
#48
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,586
Wirelessly posted (BlackBerry: BlackBerry8530/5.0.0.1030 Profile/MIDP-2.1 Configuration/CLDC-1.1 VendorID/417)
Nah, it was probably the fish:
https://youtube.com/watch?v=DkGR65CXaNA
Originally Posted by UKdiver
Both pilotos "expired"? How sad! Must have been some really BAD chicken they had for supper!
https://youtube.com/watch?v=DkGR65CXaNA
Jan 19, 2016, 12:19 pm
#49
Moderator: New York City and FlyerTalk Evangelist
Join Date: Sep 2007
Programs: AA PLT, Natl EC
Posts: 10,855
After sitting on the tarmac for three+ hours our flight was canceled because the pilots expired. AA couldn't find sub-pilots so the 6pm flight got canceled shortly after 10pm. MIA-MBJ flight #2175. After de-boarding we were taken to a remote E gate with one agent. The flight was canceled about an hours later. I would like to know what compensation is available to us. We spent the whole night in AAdmirals club D and re-scheduled the following day AM.
/Moderator
Jan 21, 2016, 4:56 am
#50
Join Date: Jan 2008
Location: JFK, DCA, BUR, YVR
Programs: AC, AS, BA, DL, HH (D), MR (T/LTP), UA (*S), UScAAre (PLT/1,87MM), WN
Posts: 5,207
Date: 23 September 2015
AAdvantage Status: PLT
Fare class: C/Y
What happened: I was flying TLV (RJ) > AMM (RJ) > YUL (AA) > LGA on a revised, combined RJ/AA itinerary since my grandfather had passed hours before. Had two bottles of my family's wine in the checked. Arrived in YUL only to discover one bottle when getting my coat out from the checked. I tried to file a claim at YUL against RJ, but was told that I would have to file at LGA with AA since my bag was checked through to LGA; and so began a four month odyssey to get compensation for the missing bottle.
Compensation: $78,90 refund.
Comments: Apparently, AA was trying to pass the bill to RJ and RJ was refusing. I don't really know who won that fight, but I am glad AA made me whole; especially, considering the fact that it will be a while before I return to Israel.
AAdvantage Status: PLT
Fare class: C/Y
What happened: I was flying TLV (RJ) > AMM (RJ) > YUL (AA) > LGA on a revised, combined RJ/AA itinerary since my grandfather had passed hours before. Had two bottles of my family's wine in the checked. Arrived in YUL only to discover one bottle when getting my coat out from the checked. I tried to file a claim at YUL against RJ, but was told that I would have to file at LGA with AA since my bag was checked through to LGA; and so began a four month odyssey to get compensation for the missing bottle.
Compensation: $78,90 refund.
Comments: Apparently, AA was trying to pass the bill to RJ and RJ was refusing. I don't really know who won that fight, but I am glad AA made me whole; especially, considering the fact that it will be a while before I return to Israel.
Jan 21, 2016, 5:10 pm
#51
Join Date: Apr 2011
Location: BOS
Programs: Marriott, AAdvantage, United, Club Carlson
Posts: 1,687
Compensation for AA screwing up CX award?
Hi friends,
I wanted to get some feedback here.
A few weeks ago, I went on a vacation to Thailand, using AA miles for an award booked in J on CX.
When I arrived at the airport in the US, the CX agent explained that there was an issue with my ticket, and that AA incorrectly ticketed the second leg of my flight from HKG-BKK. I called AA, and was told not to worry, to just get on the flight to HKG, and when I get to HKG, the issue would be fixed so CX can provide a new boarding pass in HKG.
As you may guess, the issue wasn't fixed - I was stuck in the transit area of HKG. CX refused to help and said only AA can fix the issue since it was their ticket. I spent over an hour on my cell phone at $3/minute with AA trying to resolve the matter.
When I came home, I sent in a polite note to AA with my concerns and requested them to reimburse me for the phone call. After two communications with AA, they still flat out refuse any sort of compensation.
Am I justified to anything here? Is there any way to escalate this?
Many thanks!
I wanted to get some feedback here.
A few weeks ago, I went on a vacation to Thailand, using AA miles for an award booked in J on CX.
When I arrived at the airport in the US, the CX agent explained that there was an issue with my ticket, and that AA incorrectly ticketed the second leg of my flight from HKG-BKK. I called AA, and was told not to worry, to just get on the flight to HKG, and when I get to HKG, the issue would be fixed so CX can provide a new boarding pass in HKG.
As you may guess, the issue wasn't fixed - I was stuck in the transit area of HKG. CX refused to help and said only AA can fix the issue since it was their ticket. I spent over an hour on my cell phone at $3/minute with AA trying to resolve the matter.
When I came home, I sent in a polite note to AA with my concerns and requested them to reimburse me for the phone call. After two communications with AA, they still flat out refuse any sort of compensation.
Am I justified to anything here? Is there any way to escalate this?
Many thanks!
Jan 21, 2016, 5:17 pm
#52
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Bottom line question of whether you can reasonably expect AA to reimburse you $180 for cell phone calls. No. Just not going to happen.
No way to tell what really happened here and who really was at fault, but a better approach is to simply make this a customer service issue and perhaps look for some gesture such as some miles or a certificate.
Two suggestions for others as these sorts of issues occur from time to time. Always OLCI. If you have problems, you then have 24 hours to get them sorted out from home. Make sure you've got Skype or some other similar service. If not to reach air carriers, stuff pops up and international cell calls are eye-poppingly expensive while access to a hotspot is anywhere from free to dirt cheap.
No way to tell what really happened here and who really was at fault, but a better approach is to simply make this a customer service issue and perhaps look for some gesture such as some miles or a certificate.
Two suggestions for others as these sorts of issues occur from time to time. Always OLCI. If you have problems, you then have 24 hours to get them sorted out from home. Make sure you've got Skype or some other similar service. If not to reach air carriers, stuff pops up and international cell calls are eye-poppingly expensive while access to a hotspot is anywhere from free to dirt cheap.
Jan 21, 2016, 5:19 pm
#53
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,586
Wirelessly posted (BlackBerry: BlackBerry8530/5.0.0.1030 Profile/MIDP-2.1 Configuration/CLDC-1.1 VendorID/417)
What explanation did AA provide for refusing to compensate you?
You might consider contacting the (free) Ombudsman service at Condé Nast Traveler magazine for assistance with this problem.
What explanation did AA provide for refusing to compensate you?
You might consider contacting the (free) Ombudsman service at Condé Nast Traveler magazine for assistance with this problem.
Jan 21, 2016, 5:23 pm
#54
Join Date: Apr 2011
Location: BOS
Programs: Marriott, AAdvantage, United, Club Carlson
Posts: 1,687
Wirelessly posted (BlackBerry: BlackBerry8530/5.0.0.1030 Profile/MIDP-2.1 Configuration/CLDC-1.1 VendorID/417)
What explanation did AA provide for refusing to compensate you?
You might consider contacting the (free) Ombudsman service at Condé Nast Traveler magazine for assistance with this problem.
What explanation did AA provide for refusing to compensate you?
You might consider contacting the (free) Ombudsman service at Condé Nast Traveler magazine for assistance with this problem.
AA just said it is not their "policy" to do this.
I'll flag this now before people think this could be my fault, but the issue was that AA booked me in business class on CX (the online booking screen and confirmation email, etc all said business) BUT, the agent incorrectly used an economy class fare class in the actual ticket, which I never looked at (nor would I, or most reasonable people know that U class is economy and shouldn't be used for business class).
Jan 21, 2016, 5:31 pm
#55
Join Date: Jul 2010
Location: NYC, SLC, LAX
Programs: AA EXP, UA Plat
Posts: 3,951
Bollocks. AA has reimbursed me for a $160 call previously.
OP, PM me to discuss specifics. I had a very similar situation happen to me; I may be able to help.
OP, PM me to discuss specifics. I had a very similar situation happen to me; I may be able to help.
Jan 21, 2016, 5:33 pm
#56
Join Date: Jul 2010
Location: NYC, SLC, LAX
Programs: AA EXP, UA Plat
Posts: 3,951
Bottom line question of whether you can reasonably expect AA to reimburse you $180 for cell phone calls. No. Just not going to happen.
No way to tell what really happened here and who really was at fault, but a better approach is to simply make this a customer service issue and perhaps look for some gesture such as some miles or a certificate.
No way to tell what really happened here and who really was at fault, but a better approach is to simply make this a customer service issue and perhaps look for some gesture such as some miles or a certificate.
Jan 21, 2016, 5:56 pm
#57
Join Date: Apr 2011
Location: BOS
Programs: Marriott, AAdvantage, United, Club Carlson
Posts: 1,687
Not quite - the segment was ticketed, but the fare class on the ticket did not match the booking class. They booked me in business but used U class which is an economy class designation.
Jan 21, 2016, 5:58 pm
#58
Join Date: Jul 2010
Location: NYC, SLC, LAX
Programs: AA EXP, UA Plat
Posts: 3,951
U class is business...
Jan 21, 2016, 6:05 pm
#59
Join Date: Apr 2011
Location: BOS
Programs: Marriott, AAdvantage, United, Club Carlson
Posts: 1,687
Jan 21, 2016, 6:16 pm
#60
Join Date: Jul 2010
Location: NYC, SLC, LAX
Programs: AA EXP, UA Plat
Posts: 3,951
btw your pm box is full