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
May 22, 2017, 9:33 pm
#121
Suspended
Join Date: Mar 2001
Location: FIND ME ON TWITTER FOR THE LATEST
Posts: 27,730
May 22, 2017, 9:33 pm
#122
FlyerTalk Evangelist
Join Date: Nov 2003
Location: Wesley Chapel, FL
Programs: American Airlines
Posts: 30,005
That would have definitely sucked. I'm surprised the flight attendant didn't try to use tape and try to cover it with something.
May 22, 2017, 9:42 pm
#123
Join Date: Dec 2009
Location: New Orleans (MSY)
Programs: AA EXP, IHG PLT, Hilton Gold, Hyatt Explorist, Amtrak, WN
Posts: 2,617
It might not be feasible 100% of the time, but this is when it helps to travel with eye shades. Of course this doesn't help if you're trying to work or relax, but it's as close as you'll get to a fail-safe if you resign yourself to taking a nap.
I get the point. I just can't resist taking a cheap shot whenever this subject comes up. AA's customer service department has earned it.
I get the point. I just can't resist taking a cheap shot whenever this subject comes up. AA's customer service department has earned it.
May 22, 2017, 10:34 pm
#124
Join Date: Apr 2005
Location: Boston Suburbrs
Programs: AA ExPlat, IHG Spire Amb
Posts: 1,205
Wrote back to customer relations that I was disappointed wit the response, focusing on how the gate agent refused my solution and used her bad one instead, and that lead to complications. Got a $200 voucher.
Last edited by ludocdoc; May 25, 2017 at 7:14 pm
May 23, 2017, 8:44 am
#125
FlyerTalk Evangelist
Join Date: Jul 2010
Programs: AA
Posts: 14,733
As I suspect the answer is no to both the above, then you don't have to worry. A simple "there was this issue on my flight and I'm letting you know about it" is not going to get you marked as a chronic complainer.
May 25, 2017, 10:10 am
#126
Join Date: Jan 2017
Posts: 6
I agree that AA seems to be offering inadequate compensation for mechanical-related delays. Does anyone have any suggestions for how to obtain a more reasonable goodwill gesture from AA related to such delays?
May 25, 2017, 11:54 am
#127
Join Date: Sep 2000
Location: Dallas, TX
Programs: AA PLAT, *wood Gold, Marriott Silver
Posts: 434
Should I pursue this further with AA?
EXP here. Was travelling LGA-DFW on Monday with wife and 3 young children. The following happened:
1. Flight was delayed 2+ hours due to "pilot being stuck in traffic"
2. Prior to boarding, was told our original seats together in row 8 were broken. So they scattered wife and kids across the plane. I was put in a exit row, which IIRC is against regulations to have a parent of kids on the plane in an exit row
I emailed AA and they responded within 2 hours that they are sorry, but they do not compensate for changed seats. I think they totally missed my point.
Any suggestions how to proceed? Some miles would be nice for the delay since it actually turned into a big hassle.
1. Flight was delayed 2+ hours due to "pilot being stuck in traffic"
2. Prior to boarding, was told our original seats together in row 8 were broken. So they scattered wife and kids across the plane. I was put in a exit row, which IIRC is against regulations to have a parent of kids on the plane in an exit row
I emailed AA and they responded within 2 hours that they are sorry, but they do not compensate for changed seats. I think they totally missed my point.
Any suggestions how to proceed? Some miles would be nice for the delay since it actually turned into a big hassle.
Jun 5, 2017, 3:33 pm
#128
Join Date: Jan 2015
Location: MAD
Programs: LATAMPass Gold, AA Gold, DL Silver Medallion
Posts: 456
Hey, GLD here. Original itinerary MAD-CLT-JFK-LIM, the last in LATAM, all on AA's metal, June 2nd.
CLT-JFK flight got delayed because the gate was being used for a flight to DFW that needed extra fuel for the strong weather they were having that day –got plenty of photos of the gates time extensions and the original tickets for my flight at the same gate–.
Eventually we were moved to another gate before the announced boarding time, where the plane sat fresh but couldn't be loaded bc the flight attendants were coming to CLT on another delayed flight. Eventually the flight got delayed under the D-I MCT for JFK –I had originally 1h2m, and the revised time after the delay was 30m, when the plane eventually made it, the connecting time was -10 m–. A nice gate agent helped me and re-routed me via MIA to LIM, providing with hotel and food vouchers.
However, my bags were kept in the CLT-JFK segment, and got lost for a while in JFK –for around 24 hours no one knew where they were. I openned a delayed bag case in CLT, checked again in MIA, and finally in LIM –at no point they were found. They finally arrived on the following JFK-LIM (operated by LATAM), and got a call to pick them around 14 hours after I landed in LIM –but a full 24 hours after my original scheduled arrival.
I am wondering if anyone thinks I should require any type of compensation from the airline, mostly for the annoyance of having to wear the same clothes for two days (from MAD, June 2, to LIM, June 4) and the unusual stress cause by this whole ordeal.
CLT-JFK flight got delayed because the gate was being used for a flight to DFW that needed extra fuel for the strong weather they were having that day –got plenty of photos of the gates time extensions and the original tickets for my flight at the same gate–.
Eventually we were moved to another gate before the announced boarding time, where the plane sat fresh but couldn't be loaded bc the flight attendants were coming to CLT on another delayed flight. Eventually the flight got delayed under the D-I MCT for JFK –I had originally 1h2m, and the revised time after the delay was 30m, when the plane eventually made it, the connecting time was -10 m–. A nice gate agent helped me and re-routed me via MIA to LIM, providing with hotel and food vouchers.
However, my bags were kept in the CLT-JFK segment, and got lost for a while in JFK –for around 24 hours no one knew where they were. I openned a delayed bag case in CLT, checked again in MIA, and finally in LIM –at no point they were found. They finally arrived on the following JFK-LIM (operated by LATAM), and got a call to pick them around 14 hours after I landed in LIM –but a full 24 hours after my original scheduled arrival.
I am wondering if anyone thinks I should require any type of compensation from the airline, mostly for the annoyance of having to wear the same clothes for two days (from MAD, June 2, to LIM, June 4) and the unusual stress cause by this whole ordeal.
Last edited by MfromL; Jun 5, 2017 at 3:38 pm
Jun 5, 2017, 4:00 pm
#129
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,244
Date May 25 2017
AAdvantage status EXP
Fare class Economy (O)
What happened
Flying IAH-DFW-SFO. DFW-SFO was severely delayed; the inbound aircraft PHL-DFW was stuck on the tarmac for 4 hours in PHL before cancelling the flight. Was one of the lucky few who rebooked onto the later flight arriving 2 hours after scheduled arrival (2 am vs midnight). Bags got lost on the way.
Instead of taking my scheduled return, I cancelled it and booked a 100 USD one way a little later in the week. Asked if AA could waive the change fee on the original ticket as the lost bag disrupted some plans that had to be rescheduled.
Result Change fee waived. All round well handled.
AAdvantage status EXP
Fare class Economy (O)
What happened
Flying IAH-DFW-SFO. DFW-SFO was severely delayed; the inbound aircraft PHL-DFW was stuck on the tarmac for 4 hours in PHL before cancelling the flight. Was one of the lucky few who rebooked onto the later flight arriving 2 hours after scheduled arrival (2 am vs midnight). Bags got lost on the way.
Instead of taking my scheduled return, I cancelled it and booked a 100 USD one way a little later in the week. Asked if AA could waive the change fee on the original ticket as the lost bag disrupted some plans that had to be rescheduled.
Result Change fee waived. All round well handled.
Jun 5, 2017, 5:14 pm
#130
FlyerTalk Evangelist
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,190
Some miles for your inconvenience, perhaps.
Jun 5, 2017, 6:58 pm
#131
Join Date: Jan 2015
Location: MAD
Programs: LATAMPass Gold, AA Gold, DL Silver Medallion
Posts: 456
I was doubting the correct verb to use. I know I am not entitled to compensation per se, however it would be a nice gesture on AA's side to offer some type of compensation. Not for the flights but the bags, as it was a big mess up from them –the lugagge was kind of upsetting, after arriving at JFK it did not pass any scanner at all, altough I was told by at least 2 phone agents and 2 people on bag services it would be re-routed via MIA. I think that I would settle for some miles and a: we are sorry.
Jun 7, 2017, 3:14 pm
#132
Join Date: Jan 2015
Location: MAD
Programs: LATAMPass Gold, AA Gold, DL Silver Medallion
Posts: 456
Date: June 2nd
AAdvantage Status: Gold
Fare class:Economy (O)
What happened: MAD-CLT-JFK-LIM, AA metal. Due to delays at CLT, the gate for CLT-JFK (AA2658) wasn't free for the incoming empty plane nor was the cabin crew –inbound to CLT on another delayed flight–, causing a delay of 1h38m, which led to a missconnection with LA 531 (JFK-LIM). I was re-booked by gate agent in AA1877 (CLT-MIA) and AA972 (MIA-LIM), departing early the next day –the rebooking center in concourse B was packed with folks from delayed flights related to DFW closure due to weather, and also were the phone centers–. Said gate agent also got me a hotel room on AA's dime and cash for food. Knowing that the bags were at JFK, I started a delayed bags case before embarking to MIA the following day, and made it to LIM, arriving 12 hours after planned (planned 8 am, june 3rd, made it by 8 pm).
My bags were loaded on the following day's LA531 and I received a call from AA bags services at LIM to pick them up at the airport around 14 hours after arriving. Wrote a complaint a couple of days later and got an evoucher today.
Compensation: $200 eVoucher [+re-booking, hotel for delay, $19 in meal vouchers at CLT]
AAdvantage Status: Gold
Fare class:Economy (O)
What happened: MAD-CLT-JFK-LIM, AA metal. Due to delays at CLT, the gate for CLT-JFK (AA2658) wasn't free for the incoming empty plane nor was the cabin crew –inbound to CLT on another delayed flight–, causing a delay of 1h38m, which led to a missconnection with LA 531 (JFK-LIM). I was re-booked by gate agent in AA1877 (CLT-MIA) and AA972 (MIA-LIM), departing early the next day –the rebooking center in concourse B was packed with folks from delayed flights related to DFW closure due to weather, and also were the phone centers–. Said gate agent also got me a hotel room on AA's dime and cash for food. Knowing that the bags were at JFK, I started a delayed bags case before embarking to MIA the following day, and made it to LIM, arriving 12 hours after planned (planned 8 am, june 3rd, made it by 8 pm).
My bags were loaded on the following day's LA531 and I received a call from AA bags services at LIM to pick them up at the airport around 14 hours after arriving. Wrote a complaint a couple of days later and got an evoucher today.
Compensation: $200 eVoucher [+re-booking, hotel for delay, $19 in meal vouchers at CLT]
Last edited by MfromL; Jun 7, 2017 at 3:23 pm
Jun 7, 2017, 3:51 pm
#133
Join Date: Dec 2009
Location: New Orleans (MSY)
Programs: AA EXP, IHG PLT, Hilton Gold, Hyatt Explorist, Amtrak, WN
Posts: 2,617
Jun 12, 2017, 4:31 pm
#134
Join Date: Oct 2012
Location: DFW
Programs: AA EXPLT
Posts: 99
Date 7 June
Route DFW to LHR
AA Gold
Flight went MX. Arrived 3 hours late. New plane. 5,000 AA miles arrived unprompted with a "we're very sorry" email.
Route DFW to LHR
AA Gold
Flight went MX. Arrived 3 hours late. New plane. 5,000 AA miles arrived unprompted with a "we're very sorry" email.
Jun 18, 2017, 5:14 pm
#135
Join Date: Sep 2013
Posts: 42
New problem I've had
Original flight got cancelled today and was rebooked for tomorrow. I found a United flight that would work for today so called AA and got them to get me on the United fight. Now my United flight is going to be cancelled or atleast delayed long enough that I'll never make my connection tonight. My question is who do I hit up for some compensation?
Both cancellations/delays are mechanical not weather related.
Both cancellations/delays are mechanical not weather related.