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
Sep 17, 2017, 6:54 am
#286
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Of all the myriad irrelevant facts in the OP, the only two critical facts are omitted. What was the originally-scheduled arrival time at GSO and at what time did OP actually arrive at GSO? It is the delay at the final ticketed destination which matters. Nothing else.
If the delay was 3+ hours, the compensation is potentially EUR 300 and if 4+ hours, it is potentially EUR 600. In addition, OP would be entitled to "duty of care" such as food, but that seems to have been taken care of through lounge access.
I say "potentially" because there is no compensation if the delay was due to an "extraordinary" circumstance. Here, the three delays which apparently led to the larger issue were : Required flight deck crew with security issue; Illness of same; departure queue (air traffic control).
I don't see any of those as forseeable, realistically requiring a backup plan due to lack of common occurence. And I do see AA's service recovery as savvy and a commercially reasonable way to mitigate the delay, e.g. flying to JFK only requiring two qualified pilots, rather than ORD, which requires three.
OP is free to make a claim to AA under EC 261/2004, but will likely be denied. If he is a resident of the UK, he may proceed through MCOL and, if not, directly to court (which does telephonic hearings). But, he will also face the same legal hurdle as AA will almost certainly rely on here. In this case, AA may be correct. I would certainly file the EC 261/2004 claim with AA.
Make certain that the claim is clear & succinct. Who said what and when is irrelevant. All that matters is that the delay was not an "extraordinary circumstance" and that you were delayed on arrival at GSO by 3 or more hours.
But, I would not go out and spend the EUR 600 just yet.
If the delay was 3+ hours, the compensation is potentially EUR 300 and if 4+ hours, it is potentially EUR 600. In addition, OP would be entitled to "duty of care" such as food, but that seems to have been taken care of through lounge access.
I say "potentially" because there is no compensation if the delay was due to an "extraordinary" circumstance. Here, the three delays which apparently led to the larger issue were : Required flight deck crew with security issue; Illness of same; departure queue (air traffic control).
I don't see any of those as forseeable, realistically requiring a backup plan due to lack of common occurence. And I do see AA's service recovery as savvy and a commercially reasonable way to mitigate the delay, e.g. flying to JFK only requiring two qualified pilots, rather than ORD, which requires three.
OP is free to make a claim to AA under EC 261/2004, but will likely be denied. If he is a resident of the UK, he may proceed through MCOL and, if not, directly to court (which does telephonic hearings). But, he will also face the same legal hurdle as AA will almost certainly rely on here. In this case, AA may be correct. I would certainly file the EC 261/2004 claim with AA.
Make certain that the claim is clear & succinct. Who said what and when is irrelevant. All that matters is that the delay was not an "extraordinary circumstance" and that you were delayed on arrival at GSO by 3 or more hours.
But, I would not go out and spend the EUR 600 just yet.
Last edited by Often1; Sep 17, 2017 at 8:19 am
Sep 17, 2017, 7:11 am
#287
Join Date: Oct 2004
Location: Anywhere but home
Programs: UA 1K/MM, DL GM/MM, HH Dia, PC Plat, MR Gold, ALL Sil,
Posts: 4,552
Welcome to Flyertalk, decowie1903.
I suggest you review threads on similar topics for information relevant to your question, such as:
http://www.flyertalk.com/forum/ameri...solidated.html
I suggest you review threads on similar topics for information relevant to your question, such as:
http://www.flyertalk.com/forum/ameri...solidated.html
Sep 17, 2017, 9:29 am
#288
Join Date: Jun 2005
Location: AUS
Programs: AA Exec Platinum/MM, DL Gold/MM, Hilton Diamond, Accor Platinum, Hertz Presidents Circle
Posts: 6,976
Here are the notes on that flight. I think this easily qualifies for EC261 compensation.
7LHR/AUTO REACCOM DLY FLT COMPLETED SEE N*P1AA0099LHR17SEP *0221*CRCYMG
4LHR/OUT0947 *0347
3LHR/DCSN1045 ACF-DELAYS DURING A/C FUELING *0444
1LHR/ CANCEL LHR -LHR -JFK -CRX *0448
2ORD/PRE1436 *0304
1ORD/LX CANCEL JFK -ORD -CRX-CXLD DUE TO CREW AVAILABILITY*0451
3JFK/ETD1315 LAE-PREVIOUS DELAY OF THIS AIRCRAFT *0304
4LHR/OUT0947 *0347
3LHR/DCSN1045 ACF-DELAYS DURING A/C FUELING *0444
1LHR/ CANCEL LHR -LHR -JFK -CRX *0448
2ORD/PRE1436 *0304
1ORD/LX CANCEL JFK -ORD -CRX-CXLD DUE TO CREW AVAILABILITY*0451
3JFK/ETD1315 LAE-PREVIOUS DELAY OF THIS AIRCRAFT *0304
Sep 18, 2017, 4:31 am
#289
Join Date: Sep 2017
Programs: BAEC
Posts: 68
Thanks for all the replies.
Originally landing time at GSO was 1244 (viaORD) and actual landing time was 2154 (via PHL) - so just over a 9 hour delay in total.
Originally landing time at GSO was 1244 (viaORD) and actual landing time was 2154 (via PHL) - so just over a 9 hour delay in total.
Sep 19, 2017, 2:11 pm
#290
Join Date: Apr 2017
Location: PVD, BOS
Programs: AA EXP
Posts: 1,664
Date: 9/15/17
AAdvantage Status: Plat (at the time), PlatPro when complaint made
Fare class: C (miles+cash upgrade from S fare)
What happened: Seat on 788 was broken. A lot of movement when the adjacent pax moved at all. Could not sleep entire 13hr flight. Seat also occasionally slide forward for no reason.
Compensation: 15,000 RDM
Comments: Satisfied with 15k miles for this. The seat issue started to get really aggravating, especially toward the end of the flight.
AAdvantage Status: Plat (at the time), PlatPro when complaint made
Fare class: C (miles+cash upgrade from S fare)
What happened: Seat on 788 was broken. A lot of movement when the adjacent pax moved at all. Could not sleep entire 13hr flight. Seat also occasionally slide forward for no reason.
Compensation: 15,000 RDM
Comments: Satisfied with 15k miles for this. The seat issue started to get really aggravating, especially toward the end of the flight.
Sep 20, 2017, 9:34 am
#291
Join Date: Aug 2011
Programs: AA EXP, Amex Plt, AA AC
Posts: 174
DFW-ORD-AZO
My DFW flight was delayed for mechanical by 1.5 hours though it was really for clearing by customs IAW the desk. I missed my connection to AZO and was stuck at ORD overnight.
The AA Customer service desk, at ORD, said they ran out of hotels, this was sunday 9/17 so no convention, no hotels overbooked, nothing any big deal. They offered me a cot and no food vouchers for the rapidly closing ORD airport.
I decided that I couldn't sleep in the airport and made my way to the Hilton just 2 miles down the road and check in next to a lady who had an AA voucher for the airport.
I emailed customer service(went back and forth a few times) and they are offering nothing for compensation besides a sorry, please don't leave us. I've really about had it with this stuff.
Any advice?
My DFW flight was delayed for mechanical by 1.5 hours though it was really for clearing by customs IAW the desk. I missed my connection to AZO and was stuck at ORD overnight.
The AA Customer service desk, at ORD, said they ran out of hotels, this was sunday 9/17 so no convention, no hotels overbooked, nothing any big deal. They offered me a cot and no food vouchers for the rapidly closing ORD airport.
I decided that I couldn't sleep in the airport and made my way to the Hilton just 2 miles down the road and check in next to a lady who had an AA voucher for the airport.
I emailed customer service(went back and forth a few times) and they are offering nothing for compensation besides a sorry, please don't leave us. I've really about had it with this stuff.
Any advice?
Sep 20, 2017, 10:52 am
#292
Join Date: Aug 2011
Programs: AA EXP, Amex Plt, AA AC
Posts: 174
Well, quick turnaround on this one. I had wrote customer service several times back and forth and received nothing but a form letter. Wrote CEO Parker about 2 hours ago and got 15k in my account just now since it was sent back down the line to Customer Service.
DFW-ORD-AZO
My DFW flight was delayed for mechanical by 1.5 hours though it was really for clearing by customs IAW the desk. I missed my connection to AZO and was stuck at ORD overnight.
The AA Customer service desk, at ORD, said they ran out of hotels, this was sunday 9/17 so no convention, no hotels overbooked, nothing any big deal. They offered me a cot and no food vouchers for the rapidly closing ORD airport.
I decided that I couldn't sleep in the airport and made my way to the Hilton just 2 miles down the road and check in next to a lady who had an AA voucher for the airport.
I emailed customer service(went back and forth a few times) and they are offering nothing for compensation besides a sorry, please don't leave us. I've really about had it with this stuff.
Any advice?
My DFW flight was delayed for mechanical by 1.5 hours though it was really for clearing by customs IAW the desk. I missed my connection to AZO and was stuck at ORD overnight.
The AA Customer service desk, at ORD, said they ran out of hotels, this was sunday 9/17 so no convention, no hotels overbooked, nothing any big deal. They offered me a cot and no food vouchers for the rapidly closing ORD airport.
I decided that I couldn't sleep in the airport and made my way to the Hilton just 2 miles down the road and check in next to a lady who had an AA voucher for the airport.
I emailed customer service(went back and forth a few times) and they are offering nothing for compensation besides a sorry, please don't leave us. I've really about had it with this stuff.
Any advice?
Sep 26, 2017, 8:25 pm
#293
Join Date: Dec 2013
Posts: 3
AA 732 Cancelled flight CLT-LHR Sept 15 (to merge)
Hello
AA cancelled CLT-LHR flight due to crew unavialability. If you were on this flight, what kind of compensation did you get? Are we eligible for EU EC cancellation regulation?
AA cancelled CLT-LHR flight due to crew unavialability. If you were on this flight, what kind of compensation did you get? Are we eligible for EU EC cancellation regulation?
Sep 26, 2017, 8:49 pm
#294
Join Date: Aug 2008
Location: South Park, Metropolis
Programs: AA LT PLT 3MM, Hilton/Marriott/SPG/Club Carlson GLD, IHG PLT
Posts: 4,608
Sorry for the troubles, but if you google the bold part, you can see that in order to qualify, it must be departing EU. In your case, it was US. If cancellation was due to crew issues as you mentioned, at the minimum AA should have provided hotel and meal vouchers. If you complaint to AA you will get some extra miles as a token gesture.
Sep 26, 2017, 9:14 pm
#295
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
EC261 / EC 261/2004 complaints, compensation and AA (master thread) has all the details. I don't believe your cancelled flight qualifies, but check for sure, given you've not provided many details.
Also see 2017 Questions about, guide to, and listing of, compensation (consolidated).
Also see 2017 Questions about, guide to, and listing of, compensation (consolidated).
Sep 26, 2017, 11:18 pm
#296
FlyerTalk Evangelist
Join Date: May 2004
Location: DFW/DAL
Programs: AA Lifetime PLT, AS MVPG, HH Diamond, NCL Platinum Plus, MSC Diamond
Posts: 21,422
If FROM the EU, it doesn't not have to be an EU based carrier.
Additionally, a cancellation due to weather or ATC issues would not normally make you eligible for cash compensation
Oct 2, 2017, 8:14 am
#297
Join Date: Nov 2015
Location: HEL
Programs: AY GOLD, HH GOLD
Posts: 411
AA185 JFK-LAX cancelled last night due to lack of minimum crew. They put us up in a hotel and booked for this morning.
Are we entitled to any other compensation?
First time ever to got cancelled on a domestic flight since I fly a lot LH.
Are we entitled to any other compensation?
First time ever to got cancelled on a domestic flight since I fly a lot LH.
Oct 2, 2017, 10:27 am
#298
FlyerTalk Evangelist
Join Date: Jul 2010
Programs: AA
Posts: 14,735
You are not entitled to any compensation, but if you write in you may receive some miles as a customer service gesture.
Oct 10, 2017, 1:31 pm
#299
Join Date: Apr 2006
Location: Washington state
Programs: AA LT Gold
Posts: 269
SEA-PHL-ATH
Purchased flights in April leaving SEA at 6:10AM to PHL and then ATH arriving at 9:10 AM. 6:10 AM cancelled. I had to choose from British Air arriving at 4:35 PM or leaving SEA the day before and over nite in PHL. I emailed. CS asking for some miles. They responded "While it's not our approach to offer compensation when a passenger is reaccommodated at no charge due to a schedule change." Is that normal having to choose much later arrival or going a day earlier? I chose going day early.
Oct 11, 2017, 9:28 am
#300
Join Date: Apr 2006
Location: Washington state
Programs: AA LT Gold
Posts: 269
Purchased flights in April leaving SEA at 6:10AM to PHL and then ATH arriving at 9:10 AM. 6:10 AM cancelled. I had to choose from British Air arriving at 4:35 PM or leaving SEA the day before and over nite in PHL. I emailed. CS asking for some miles. They responded "While it's not our approach to offer compensation when a passenger is reaccommodated at no charge due to a schedule change." Is that normal having to choose much later arrival or going a day earlier? I chose going day early.