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
Mar 29, 2017, 11:14 am
#61
Join Date: May 2011
Location: NYC (LGA, JFK), CT
Programs: Delta Platinum, American Gold, JetBlue Mosaic 4, Marriott Platinum, Hyatt Explorist, Hilton Diamond,
Posts: 4,894
Flight diversion and poor IROPS response - is 15,000 miles enough comp?
I was on a RIC-LGA flight last night that was diverted to Philadelphia because of a "need to de-ice the wings" before they could fly onto LGA. Seem strange to me as it wasn't particularly cold in the area and we were 20 minutes away from LGA, but I'll give American the benefit of the doubt for ensuring everyone's safety.
The issue is the response. They had everyone deplane and grab luggage, but said that we would be taking off from PHL and going to LGA. About 30 minutes later, they cancelled the flight. The gate agents were not very helpful and could only offer flights to LGA the following afternoon. American also didn't help passengers book alternate transportation - I eventually booked an Amtrak to NYC (Amtrak was also delayed by an hour for some reason) and cabbed it there myself. I asked for either a hotel or a voucher to pay for the train, and the AA gate agent said they couldn't authorize it and said to send in a receipt for the train to AA. The agents also weren't trying to go the extra mile for status passengers. I ended up getting to NYC at around 3 AM.
In addition, the plane AA runs this route on an ancient E145. Delta's E birds are some of their best and most comfortable plans and put American's offering to shame on this route
I just got an e-mail from AA saying they put 15,000 miles into my account as compensation. Is that enough? Should I ask for reimbursement of my train ticket or a travel voucher of some kind?
The issue is the response. They had everyone deplane and grab luggage, but said that we would be taking off from PHL and going to LGA. About 30 minutes later, they cancelled the flight. The gate agents were not very helpful and could only offer flights to LGA the following afternoon. American also didn't help passengers book alternate transportation - I eventually booked an Amtrak to NYC (Amtrak was also delayed by an hour for some reason) and cabbed it there myself. I asked for either a hotel or a voucher to pay for the train, and the AA gate agent said they couldn't authorize it and said to send in a receipt for the train to AA. The agents also weren't trying to go the extra mile for status passengers. I ended up getting to NYC at around 3 AM.
In addition, the plane AA runs this route on an ancient E145. Delta's E birds are some of their best and most comfortable plans and put American's offering to shame on this route
I just got an e-mail from AA saying they put 15,000 miles into my account as compensation. Is that enough? Should I ask for reimbursement of my train ticket or a travel voucher of some kind?
Mar 29, 2017, 11:28 am
#62
Join Date: Feb 2000
Location: Vancouver, British Columbia
Programs: BA GGL, FPC Plat, HH Diamond, IHG Amb
Posts: 3,372
Wander over the BA forum sometime and look at what passes for compensation with that OW partner. 15,000 looks generous in comparison.
That being said, there's nothing to stop you asking for reimbursement, but given that it was a self-help remedy, I wouldn't be optimistic.
That being said, there's nothing to stop you asking for reimbursement, but given that it was a self-help remedy, I wouldn't be optimistic.
Mar 29, 2017, 11:36 am
#63
Join Date: Jan 2009
Location: OKC
Programs: IHG Spire, National Exec, AA Plat
Posts: 2,274
As miles have become mostly worthless, I'd absolutely make them compensate you. They were paid to get you from A to B, and did not do so.
Mar 29, 2017, 2:12 pm
#64
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
Why not ask for a refund for the unused portion? Wouldn't that cover your Amtrak ticket?
Mar 29, 2017, 2:38 pm
#65
Join Date: Nov 2003
Location: Here and there
Programs: AA EXP
Posts: 1,551
I was on a RIC-LGA flight last night that was diverted to Philadelphia because of a "need to de-ice the wings" before they could fly onto LGA. Seem strange to me as it wasn't particularly cold in the area and we were 20 minutes away from LGA, but I'll give American the benefit of the doubt for ensuring everyone's safety.
Anyway, they didn't get you to LGA. PHL isn't an NYC co-terminal, so they didn't get you where you were supposed to go. You should submit the train fare for reimbursement, and I'd be surprised if they didn't pay.
Mar 29, 2017, 4:30 pm
#66
FlyerTalk Evangelist
Join Date: Jul 2001
Location: Phoenix, AZ
Programs: HH Gold, AA Gold
Posts: 10,458
I would also submit a DOT complaint, if they don't refund your ticket.
Mar 29, 2017, 4:56 pm
#67
Join Date: Dec 2003
Location: PHL
Programs: AA EXP, Marriott Lifetime Plat, SPG Plat, AMEX Plat, Hertz PC, Travels too Much Platinum
Posts: 3,290
The logical things to do here would be to put folks on the train or even charter a bus, but airlines rarely have such epiphanies, and gate agents aren't usually equipped to make the decision either.
Mar 29, 2017, 5:33 pm
#68
Join Date: Sep 2016
Programs: AA Plat
Posts: 122
If it is weather related diversion(ice) and they offered to put you on the next available flight, I do not believe any compensation needs to be given- so a proactive 15,000 miles to a non elite seems very generous to me.
Ice on wing=crash so the pilot did the right thing if he was concerned about the safety.
You can submit a receipt to customer relations for the out of pocket expenses and they may reimburse, but if the flights were full the rest of the day and they offered to get you to your destination on the next available, they followed company policy.
It's March and flying in the North East, one would expect ice as an issue even if there is none on the ground.
Don't bash- just saying it like it is.
Ice on wing=crash so the pilot did the right thing if he was concerned about the safety.
You can submit a receipt to customer relations for the out of pocket expenses and they may reimburse, but if the flights were full the rest of the day and they offered to get you to your destination on the next available, they followed company policy.
It's March and flying in the North East, one would expect ice as an issue even if there is none on the ground.
Don't bash- just saying it like it is.
Mar 29, 2017, 7:07 pm
#69
Join Date: Jan 2002
Location: DCA/IAD/WAS
Programs: MAR AMB, WOH Explorist, AA EXP, UA 2P
Posts: 2,138
Mar 29, 2017, 7:49 pm
#71
Join Date: Jan 2002
Location: DCA/IAD/WAS
Programs: MAR AMB, WOH Explorist, AA EXP, UA 2P
Posts: 2,138
There's nothing in the regulation requiring "reasonableness" of transportation as far as I am aware. AA offered a flight to the OP's destination. OP declined to take it and took it upon themselves to take a cab and a train. Seems to me that AA is released from any obligation at this point. If they choose to make the OP whole as a CS gesture by refunding the fare or reimbursing the train/cab, it is merely that, a CS gesture; not doing that doesn't make it a DoT violation. Again, OP took it upon themselves with no promise of reimbursement to decline the offered resolution.
Mar 29, 2017, 7:58 pm
#72
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
Not something I'd complain about considering they use a Dash 8 to get people from PHL to ISP.
Mar 30, 2017, 7:14 am
#73
Join Date: Aug 2005
Location: NYC
Programs: AA Lifetime Plat, AA PPro
Posts: 42
Flight: March 20 EGE-MIA
Ticket: Award 1st
Status: Plat
Problem: Audio Broken
Compensation; 15,000 Miles
Reported issue on AA.com, received response in a few hours. Wasn't really expecting anything. Pleasantly surprised.
Ticket: Award 1st
Status: Plat
Problem: Audio Broken
Compensation; 15,000 Miles
Reported issue on AA.com, received response in a few hours. Wasn't really expecting anything. Pleasantly surprised.
Mar 30, 2017, 8:08 am
#74
Join Date: Apr 2016
Programs: AA EXP, SPG GLD, Starbucks (SBUX) Super Duper Executive Gold Global Priority Platinum Prestige
Posts: 69
when receiving that many miles as comp, I've asked that AA give me the $$ voucher equivalent (has been 100 pts = $1 for me). The voucher is worth more than the nominal amount since it removes taxes
Mar 30, 2017, 8:10 am
#75
Join Date: May 2011
Location: NYC (LGA, JFK), CT
Programs: Delta Platinum, American Gold, JetBlue Mosaic 4, Marriott Platinum, Hyatt Explorist, Hilton Diamond,
Posts: 4,894
There's nothing in the regulation requiring "reasonableness" of transportation as far as I am aware. AA offered a flight to the OP's destination. OP declined to take it and took it upon themselves to take a cab and a train. Seems to me that AA is released from any obligation at this point. If they choose to make the OP whole as a CS gesture by refunding the fare or reimbursing the train/cab, it is merely that, a CS gesture; not doing that doesn't make it a DoT violation. Again, OP took it upon themselves with no promise of reimbursement to decline the offered resolution.