Jan 19, 2017, 10:38 am
Last edit by: JDiver
2017 Questions about, guide to, and listing of, compensation (consolidated)
Welcome to the "2017 Guide to, and listing of, compensation" thread!
NOTE: If compensation is not generated automatically (occasionally, it will), you will want to contact American Airlines Customer Relations. See Contacting American Airlines Customer Relations & Complaint, Issues (master 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:
2016 Questions about, guide to, and listing of, compensation (consolidated)
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
ARCHIVE: 2017 Questions about, guide to, and listing of, compensation
Jun 26, 2017, 9:47 am
#167
Join Date: May 2002
Location: St Louis, MO
Programs: AA L.T. PLT
Posts: 3,281
Jun 26, 2017, 9:48 am
#168
Join Date: Aug 2002
Location: YYZ/MGA
Programs: AA 1MM Lifetime Gold, AA Platinum, WS Gold, Marriott Bonvoy Gold
Posts: 7,607
Hi,
I recently flew in F (Z class) from HKG-LAX, apparently the IFE & WIFI was down for all throughout the flight. Captain said they worked on fixing it for over an hour but can't do nothing, and the only alternative action was to cancel the flight which he did not do.
However, I was extremely anger when seeing several FAs in the kitchen watching movies on Samsung Pads with the F Bose headphones, given that no passengers had any entertainment on that day's flight.
I am a BA gold member (EMD), how much compensation is fair for me to receive from AA?
Thanks!
I recently flew in F (Z class) from HKG-LAX, apparently the IFE & WIFI was down for all throughout the flight. Captain said they worked on fixing it for over an hour but can't do nothing, and the only alternative action was to cancel the flight which he did not do.
However, I was extremely anger when seeing several FAs in the kitchen watching movies on Samsung Pads with the F Bose headphones, given that no passengers had any entertainment on that day's flight.
I am a BA gold member (EMD), how much compensation is fair for me to receive from AA?
Thanks!
Jun 26, 2017, 10:57 am
#169
Join Date: Feb 2017
Location: Houston
Programs: UA 1K and Million Miler, *A Gold, Marriott Bonvoy Lifetime Titanium, Hertz Five Star,
Posts: 1,301
Keep in mind that FAs may have been watching saved content from those tablets!
Jun 26, 2017, 12:13 pm
#170
Join Date: Dec 2014
Location: Providence RI
Programs: American Exec Plat, Hyatt Refugeeist, Marriot Gold, Air Canada Cattle Class, Korean Air Morning Plat
Posts: 988
Hi,
I recently flew in F (Z class) from HKG-LAX, apparently the IFE & WIFI was down for all throughout the flight. Captain said they worked on fixing it for over an hour but can't do nothing, and the only alternative action was to cancel the flight which he did not do.
However, I was extremely anger when seeing several FAs in the kitchen watching movies on Samsung Pads with the F Bose headphones, given that no passengers had any entertainment on that day's flight.
I am a BA gold member (EMD), how much compensation is fair for me to receive from AA?
Thanks!
I recently flew in F (Z class) from HKG-LAX, apparently the IFE & WIFI was down for all throughout the flight. Captain said they worked on fixing it for over an hour but can't do nothing, and the only alternative action was to cancel the flight which he did not do.
However, I was extremely anger when seeing several FAs in the kitchen watching movies on Samsung Pads with the F Bose headphones, given that no passengers had any entertainment on that day's flight.
I am a BA gold member (EMD), how much compensation is fair for me to receive from AA?
Thanks!
I'd say 10000 points is fair. Ignore those who state that you should be thankful you arrived safely. AA sold a product, the product indicated IFE and WIFI to be a benefit and didn't deliver. You didn't get all the products you bought.
Jun 26, 2017, 1:24 pm
#171
Join Date: May 2004
Location: DFW-In Plano & CDG-In the 11th
Programs: DL Diamond, AA revenue negative, Bonvoy Titanium +, Avis likes me
Posts: 3,209
SEE BELOW
+1
[QUOTE=The smallest state;28488453 ....
I'd say 10000 points is fair. Ignore those who state that you should be thankful you arrived safely. AA sold a product, the product indicated IFE and WIFI to be a benefit and didn't deliver. You didn't get all the products you bought.[/QUOTE]
I can see your point.
On May 20, 1927, Charles Lindbergh flew frow NYC- LBG in 33 1/2 hours with no IFE.
Regardless of marketing, if one is so unable to occupy/entertain oneself without Cinema, Broadcast, Facebook, Twitter, E-mail, Netflix, Google, HBO, Kodi, et al., then I feel sorry.
[QUOTE=The smallest state;28488453 ....
I'd say 10000 points is fair. Ignore those who state that you should be thankful you arrived safely. AA sold a product, the product indicated IFE and WIFI to be a benefit and didn't deliver. You didn't get all the products you bought.[/QUOTE]
I can see your point.
On May 20, 1927, Charles Lindbergh flew frow NYC- LBG in 33 1/2 hours with no IFE.
Regardless of marketing, if one is so unable to occupy/entertain oneself without Cinema, Broadcast, Facebook, Twitter, E-mail, Netflix, Google, HBO, Kodi, et al., then I feel sorry.
Jun 26, 2017, 1:35 pm
#172
Join Date: Nov 2011
Programs: AA
Posts: 377
If I paid for a fine meal with wine and dessert and instead got rice cakes and water, would your argument be: "Ultimately, calories are what sustains life and you received them, and for that you should be thankful. If you are so unable to survive without alcohol I pity you." ??
Last edited by backprop; Jun 26, 2017 at 4:12 pm
Jun 26, 2017, 6:08 pm
#173
Join Date: Mar 2010
Programs: AA EXP, AA LT Gold, SPG Plat 75
Posts: 890
You're missing the point. Who said he is so unable to occupy/entertain himself? Nobody. They paid for an experience that included safe travel, a comfortable seat, nice meal, IFE, wi-fi, and other amenities -- and didn't get them all.
If I paid for a fine meal with wine and dessert and instead got rice cakes and water, would your argument be: "Ultimately, calories are what sustains life and you received them, and for that you should be thankful. If you are so unable to survive without alcohol I pity you." ??
If I paid for a fine meal with wine and dessert and instead got rice cakes and water, would your argument be: "Ultimately, calories are what sustains life and you received them, and for that you should be thankful. If you are so unable to survive without alcohol I pity you." ??
Jun 26, 2017, 8:25 pm
#174
Suspended
Join Date: Mar 2001
Location: FIND ME ON TWITTER FOR THE LATEST
Posts: 27,730
You're missing the point. Who said he is so unable to occupy/entertain himself? Nobody. They paid for an experience that included safe travel, a comfortable seat, nice meal, IFE, wi-fi, and other amenities -- and didn't get them all.
If I paid for a fine meal with wine and dessert and instead got rice cakes and water, would your argument be: "Ultimately, calories are what sustains life and you received them, and for that you should be thankful. If you are so unable to survive without alcohol I pity you." ??
If I paid for a fine meal with wine and dessert and instead got rice cakes and water, would your argument be: "Ultimately, calories are what sustains life and you received them, and for that you should be thankful. If you are so unable to survive without alcohol I pity you." ??
Jun 27, 2017, 8:25 am
#175
Join Date: Jan 2007
Programs: united lifetime gold aa ex plat starwood plat
Posts: 52
Question, my first leg of an aa itinerary aus-dfw had mechanical problems causing a 1 hr delay and me to miss my connecting flight. aus-dfw-scl-asu was my trip but i had a separate itinerary on latam leaving two days latter out of asu. aa could not get me to asu in time for me to make the connection two days later. i missed the first leg of the latam itinerary causing them to void all legs on the ticket. aa says it not their fault i should have booked the other ticket with them but i have tried before and a pure latam ticket can't be booked through aa.com. This was a business class ticket and I am an ex plat. Do i have any hope of compensation for my latam ticket?
Jun 28, 2017, 7:13 am
#176
Join Date: Jul 2003
Location: Kamuela, HI
Programs: AA-Plat
Posts: 462
Plane taken out of service- missed connection
June 28
aa125 lga/dfw
aa229 dfw/Koa
paid business class
after leaving the gate for a 6am flight, returned and plane was taken out of service making it impossible to make our dfw connection.
had to re-book coach lga-bos
connecting to a bos/lax/Koa getting us home over 6 hours later and forfeiting our 767 lie flat seats for bulkhead.
UPDATE: Sent off a letter and received a response from Customer Service - wonderful representative contacted me via phone and resolved our complaint; provided $500 voucher/person and a refund on the difference between coach and business for the LGA/BOS flight we were downgraded on. Very pleased with the results.
aa125 lga/dfw
aa229 dfw/Koa
paid business class
after leaving the gate for a 6am flight, returned and plane was taken out of service making it impossible to make our dfw connection.
had to re-book coach lga-bos
connecting to a bos/lax/Koa getting us home over 6 hours later and forfeiting our 767 lie flat seats for bulkhead.
UPDATE: Sent off a letter and received a response from Customer Service - wonderful representative contacted me via phone and resolved our complaint; provided $500 voucher/person and a refund on the difference between coach and business for the LGA/BOS flight we were downgraded on. Very pleased with the results.
Last edited by hawaii-bound; Jul 14, 2017 at 10:27 pm Reason: AA Resolution
Jun 28, 2017, 4:16 pm
#177
Join Date: Jan 2009
Programs: Hilton Diamond, IHG Spire Ambassador, Radisson Gold, Hyatt Discoverist
Posts: 3,623
Jun 30, 2017, 8:38 am
#178
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
How much do you think "some miles" is?
Also, that's a good point, I think I did book it as JL7017. I booked it on vayama.com (I usually avoid 3rd party sites but it was discounted). It shows on my receipt JL7017 and gives a JL record locator. JAL billed my credit card.
Operated as AA 27. Should I request compensation from JL and does that change the expectation?
Also, that's a good point, I think I did book it as JL7017. I booked it on vayama.com (I usually avoid 3rd party sites but it was discounted). It shows on my receipt JL7017 and gives a JL record locator. JAL billed my credit card.
Operated as AA 27. Should I request compensation from JL and does that change the expectation?
Jul 2, 2017, 8:18 pm
#179
Join Date: Mar 2006
Location: SAN
Programs: DL MM, Marriott LT Titanium, AA EXP, Avis Chairmans
Posts: 1,399
THREE service problems on a single round trip J ticket SAN-Brazil.
1) MIA-CNF 1-2-1 767 was swapped with an ancient 2-2-2 767. 25K miles compensation
2) GRU-MIA flight delayed 90 minutes (crew/catering) caused misconnect/overnight in MIA. 20K miles
3) MIA-SAN flight delayed 2 hours due to crew rest. $200 voucher
So overall for a single very messed up J trip I got 45K miles and $200 voucher. Would have preferred no service problems, but I'm happy with the resulting compensation. AA service rep called me back about my third problem on this trip to personally apologize for the problems. Revenue ticket was $8.5k.
1) MIA-CNF 1-2-1 767 was swapped with an ancient 2-2-2 767. 25K miles compensation
2) GRU-MIA flight delayed 90 minutes (crew/catering) caused misconnect/overnight in MIA. 20K miles
3) MIA-SAN flight delayed 2 hours due to crew rest. $200 voucher
So overall for a single very messed up J trip I got 45K miles and $200 voucher. Would have preferred no service problems, but I'm happy with the resulting compensation. AA service rep called me back about my third problem on this trip to personally apologize for the problems. Revenue ticket was $8.5k.
Jul 5, 2017, 9:44 pm
#180
Join Date: Jan 2015
Posts: 9
Wow really?
Date: 4th of July
•AAdvantage Status: Regular member, nothing special
•Fare class: I used Chase Sapphire Reserve points for $300 tickets (each) roundtrip SAN-MSY flights for my wife and I for a funeral. Layover each way in DFW.
•What happened: On our return flight we make our stop in DFW. Departure time for DFW-SAN is 455pm. Hang at the Centurion lounge and then go to our gate. Sign says "6 minutes till boarding." I go to the restroom. When I return our flight is now 20 minutes delayed...ok...no big deal. A few minutes later the GA announces "We have a plane and a flight crew...but the flight crew is not certified for this model of plane."
Basically they blamed the US Airways/American merger for the snafu. Because they have different submodels of planes, the crew wasn't certified on the submodel. They ask for active military to be put on standby for a flight leaving at 6xxpm. There are A LOT as San Diego is a military city and they are all on holiday leave for the 4th...so there is no way anyone without a severe hardship is getting standby for that flight. I ask the manager about compensation and he prints out instructions for contacting AA online because "Since it's a whole plane affected they can offer you far more than I could here."
We eventually get a new plane and leave DFW at 855pm...4 hour delay. I had to have our pet/housesitter stay for extra time on a holiday. We missed all of our holiday plans. We then got stuck in traffic trying to go home in an Uber at SAN...it took 62 minutes to go 9 miles.
As far as I'm concerned we were essentially involuntarily deboarded. They caused their own problem. This isn't mechanical or weather. This is strictly on the airline.
•Compensation: I contacted AA on twitter and via the website. They respond by gifting us 5k miles each. Absolutely unacceptable. I've now told them so...I figure I'll give them a chance to actually talk to me and give me something worthwhile or I'll file with DOT.
•Comments: I'm not trying to get compensated for the housesitter and Uber issues but the delay did cause us to lose holiday time and money overall. I want to be fairly compensated for what I see as essentially being bumped due to incompetence.
•AAdvantage Status: Regular member, nothing special
•Fare class: I used Chase Sapphire Reserve points for $300 tickets (each) roundtrip SAN-MSY flights for my wife and I for a funeral. Layover each way in DFW.
•What happened: On our return flight we make our stop in DFW. Departure time for DFW-SAN is 455pm. Hang at the Centurion lounge and then go to our gate. Sign says "6 minutes till boarding." I go to the restroom. When I return our flight is now 20 minutes delayed...ok...no big deal. A few minutes later the GA announces "We have a plane and a flight crew...but the flight crew is not certified for this model of plane."
Basically they blamed the US Airways/American merger for the snafu. Because they have different submodels of planes, the crew wasn't certified on the submodel. They ask for active military to be put on standby for a flight leaving at 6xxpm. There are A LOT as San Diego is a military city and they are all on holiday leave for the 4th...so there is no way anyone without a severe hardship is getting standby for that flight. I ask the manager about compensation and he prints out instructions for contacting AA online because "Since it's a whole plane affected they can offer you far more than I could here."
We eventually get a new plane and leave DFW at 855pm...4 hour delay. I had to have our pet/housesitter stay for extra time on a holiday. We missed all of our holiday plans. We then got stuck in traffic trying to go home in an Uber at SAN...it took 62 minutes to go 9 miles.
As far as I'm concerned we were essentially involuntarily deboarded. They caused their own problem. This isn't mechanical or weather. This is strictly on the airline.
•Compensation: I contacted AA on twitter and via the website. They respond by gifting us 5k miles each. Absolutely unacceptable. I've now told them so...I figure I'll give them a chance to actually talk to me and give me something worthwhile or I'll file with DOT.
•Comments: I'm not trying to get compensated for the housesitter and Uber issues but the delay did cause us to lose holiday time and money overall. I want to be fairly compensated for what I see as essentially being bumped due to incompetence.
Last edited by tankspectre; Jul 5, 2017 at 10:02 pm