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 6, 2017, 4:26 pm
#271
Join Date: Aug 2008
Location: South Park, Metropolis
Programs: AA LT PLT 3MM, Hilton/Marriott/SPG/Club Carlson GLD, IHG PLT
Posts: 4,608
Some details are missing here. What was the reason for the cancellation? as AA could have accommodated you on a hotel for the night and given you meal vouchers as well. Provided it was not due to weather.
Last edited by arollins; Sep 6, 2017 at 4:36 pm
Sep 6, 2017, 4:58 pm
#272
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
There is no compensation due. What you received is a fairly standard customer service gesture from AA. AA won't pay out in cash and issues those vouchers because close to 40% of them go unused.
It's a nuisance, but I don't see this going any other way.
It's a nuisance, but I don't see this going any other way.
Sep 10, 2017, 1:29 pm
#273
Join Date: Nov 2000
Location: Grand Rapids, Michigan
Programs: LatinPass Million Miler
Posts: 261
I've written the following letter to send to AA Customer Service regarding my husband's recent flight ordeal that delayed him 19 hours and forced him to sleep in an airport. I'd like to ask for 25,000 miles or $500 voucher. Do you think that appropriate? My letter to AA follows. Thanks for any feedback.
Dear AA Customer Service
Re: Randy ___________, AA #____________
My husband was scheduled to fly from PHX to ORD to GRR on Tuesday, September 6 leaving at 7:00am (MT)and arriving home at 5:00pm (EST). Unfortunately, he did not arrive home until the following day, September 7 at 12:00pm (EST), 19 hours later. Even though his original delayed flight was caused by a crew time-out issue, he was not put up in a hotel or received any food vouchers during this ordeal. He ended up sleeping (if you can call it that) at ORD for 4 short hours.
What happened:
• Original flight 1969 at 7:00 on 9-6 PHX to ORD was delayed more than 1.5 hours because the original crew timed out. He would miss his connection in ORD, so AA rebooked him on a different flight PHX to PHL to GRR to arrive home at 6:30pm.
• He flew PHX to PHL and arrived at 3:30pm. He was scheduled to fly PHL to GRR at 4:30, but when he landed he found out that PHL to GRR was cancelled. He doesn’t know why.
• He went to CS and they put him on PHL to CLE to ORD to GRR to arrive at 9:30pm.
• The PHL to CLE flight was ready to board, but the gate agent said that the pilot refused to fly until he got a paper copy of the flight plan. He had an electronic copy, but was not willing to use that for the flight. The flight was to be delayed at least an hour.
• My husband knew he would miss his connection from CLE to ORD so he went back to CS. After waiting 45 minutes, they told him there were no other AA options to GRR that day and they had no hotel availability. He asked about flying another airline. They eventually put him on an 8pm United flight PHL to ORD to GRR to arrive home at 12am.
• He ran to the United terminal to find out that his 8pm PHL to ORD flight was delayed. United was actually boarding the 4pm scheduled flight to ORD that had also been delayed. It had empty seats, but United refused to let him fly on that flight.
• He eventually flew on United out of PHL at 12am and arrived in ORD at 1:45am. He had missed his 12am connection to GRR. United automatically rebooked him on a 6pm flight from ORD to GRR on Wednesday. He slept in the airport.
• When AA CS arrived in the morning, he told them that he was not going to wait until 6pm that evening to fly back to GRR on United. After some discussion, they confirmed him on the AA 12pm flight ORD to GRR, but told him to try to fly standby for an earlier flight. He was able to get on the 10am flight to GRR and arrived at 12pm EST.
I am grateful that my husband arrived home safely, albeit 19 hours late. He spent much of his time waiting for flights that were delayed/cancelled or waiting in line to talk to Customer Service to try to get home. I would ask that he receive compensation in the form of 25,000 miles or a $500 voucher that he can use on a flight sometime later.
Thank you,
Name: Mrs. Randy _________
AA Gold member #___________
Dear AA Customer Service
Re: Randy ___________, AA #____________
My husband was scheduled to fly from PHX to ORD to GRR on Tuesday, September 6 leaving at 7:00am (MT)and arriving home at 5:00pm (EST). Unfortunately, he did not arrive home until the following day, September 7 at 12:00pm (EST), 19 hours later. Even though his original delayed flight was caused by a crew time-out issue, he was not put up in a hotel or received any food vouchers during this ordeal. He ended up sleeping (if you can call it that) at ORD for 4 short hours.
What happened:
• Original flight 1969 at 7:00 on 9-6 PHX to ORD was delayed more than 1.5 hours because the original crew timed out. He would miss his connection in ORD, so AA rebooked him on a different flight PHX to PHL to GRR to arrive home at 6:30pm.
• He flew PHX to PHL and arrived at 3:30pm. He was scheduled to fly PHL to GRR at 4:30, but when he landed he found out that PHL to GRR was cancelled. He doesn’t know why.
• He went to CS and they put him on PHL to CLE to ORD to GRR to arrive at 9:30pm.
• The PHL to CLE flight was ready to board, but the gate agent said that the pilot refused to fly until he got a paper copy of the flight plan. He had an electronic copy, but was not willing to use that for the flight. The flight was to be delayed at least an hour.
• My husband knew he would miss his connection from CLE to ORD so he went back to CS. After waiting 45 minutes, they told him there were no other AA options to GRR that day and they had no hotel availability. He asked about flying another airline. They eventually put him on an 8pm United flight PHL to ORD to GRR to arrive home at 12am.
• He ran to the United terminal to find out that his 8pm PHL to ORD flight was delayed. United was actually boarding the 4pm scheduled flight to ORD that had also been delayed. It had empty seats, but United refused to let him fly on that flight.
• He eventually flew on United out of PHL at 12am and arrived in ORD at 1:45am. He had missed his 12am connection to GRR. United automatically rebooked him on a 6pm flight from ORD to GRR on Wednesday. He slept in the airport.
• When AA CS arrived in the morning, he told them that he was not going to wait until 6pm that evening to fly back to GRR on United. After some discussion, they confirmed him on the AA 12pm flight ORD to GRR, but told him to try to fly standby for an earlier flight. He was able to get on the 10am flight to GRR and arrived at 12pm EST.
I am grateful that my husband arrived home safely, albeit 19 hours late. He spent much of his time waiting for flights that were delayed/cancelled or waiting in line to talk to Customer Service to try to get home. I would ask that he receive compensation in the form of 25,000 miles or a $500 voucher that he can use on a flight sometime later.
Thank you,
Name: Mrs. Randy _________
AA Gold member #___________
Sep 10, 2017, 1:56 pm
#274
Join Date: Jun 2005
Location: AUS
Programs: AA Exec Platinum/MM, DL Gold/MM, Hilton Diamond, Accor Platinum, Hertz Presidents Circle
Posts: 6,976
I believe there is another thread regarding general compensation for late flights, mistreatment, etc. I suspect the mods will soon move it there.
I agree that your husband is due some compensation.
Sep 10, 2017, 3:53 pm
#275
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
Your husband is undoubtedly entitled to some compensation.
AA needs to hear from him, I suspect.
AA needs to hear from him, I suspect.
Sep 10, 2017, 5:42 pm
#276
Join Date: Apr 2011
Posts: 47
When you say "undoubtedly entitled", how do you determine that? While compensation may be appropriate here from a customer service perspective, I don't understand the aspect of entitlement.
I don't know what exact conversations happened between the passenger and AA, but had he just flown the original delayed PHX-ORD flight, there were two more flights to GRR that night that left on-time. It sounds like he proactively approached AA to try to get his flights changed, which turned out to be a bad move. When the PHL-CLE flight was cancelled, he asked to be put on a different airline, which AA accommodated. The delays from that point were United's. He was at ORD at 1:45am with a long layover due to United's delays, not AA. He talks to AA CS in the morning ("when [they] arrived in the morning") and they put him on a flight to GRR.
When a passenger proactively approaches CS and wants to change flights because of anticipated missed connections and the rescheduling adds more flights to an itinerary, that adds more risk that delays will affect any of the later flights. Other than not having delays in the first place, what else could have AA done in this situation? The silly thing is had AA refused to make the changes to the first flight, the passenger would have been in ORD at 2:38pm with flights to GRR at 3:15pm, 6:40pm, and 9:50pm.
Was this unfortunate and undesirable? Yes, I think most people would agree with that.
Is the passenger "entitled" to compensation? No, I don't think so.
Will the passenger probably get something? Yes.
I don't know what exact conversations happened between the passenger and AA, but had he just flown the original delayed PHX-ORD flight, there were two more flights to GRR that night that left on-time. It sounds like he proactively approached AA to try to get his flights changed, which turned out to be a bad move. When the PHL-CLE flight was cancelled, he asked to be put on a different airline, which AA accommodated. The delays from that point were United's. He was at ORD at 1:45am with a long layover due to United's delays, not AA. He talks to AA CS in the morning ("when [they] arrived in the morning") and they put him on a flight to GRR.
When a passenger proactively approaches CS and wants to change flights because of anticipated missed connections and the rescheduling adds more flights to an itinerary, that adds more risk that delays will affect any of the later flights. Other than not having delays in the first place, what else could have AA done in this situation? The silly thing is had AA refused to make the changes to the first flight, the passenger would have been in ORD at 2:38pm with flights to GRR at 3:15pm, 6:40pm, and 9:50pm.
Was this unfortunate and undesirable? Yes, I think most people would agree with that.
Is the passenger "entitled" to compensation? No, I don't think so.
Will the passenger probably get something? Yes.
Sep 10, 2017, 6:40 pm
#277
Join Date: Feb 2003
Location: USA & UK -- AA EXP 3.5MM, Hyatt Diamond, SPG Plat, Avis President's Club
Posts: 6,411
Suggestion: highlight the root cause of the problem, which is:
Mention that if they had just let him stay on the late flight, he would arrived home only (however many hours late). Instead, due to this initial bad move, a chain reaction of miscues, errors and delays ensured.
Mention that if they had just let him stay on the late flight, he would arrived home only (however many hours late). Instead, due to this initial bad move, a chain reaction of miscues, errors and delays ensured.
Sep 10, 2017, 8:58 pm
#278
Join Date: Mar 2009
Location: NYC/SFO
Programs: AA/AS/UA; Bonvoy
Posts: 282
Date: September 9, 2017
Status: PLT
Fare Class: M
What happened: Window seat recline was completely broken (stuck in the upright position) and no alternate seats were available. Particularly brutal since this was the SFO->JFK redeye!
Compensation: 10k RDM (had to write in -- not proactively offered)
Comments: The plane was sitting at the gate at SFO for 8 hours before my flight -- very annoying that the problem hadn't been flagged and fixed during that time.
Status: PLT
Fare Class: M
What happened: Window seat recline was completely broken (stuck in the upright position) and no alternate seats were available. Particularly brutal since this was the SFO->JFK redeye!
Compensation: 10k RDM (had to write in -- not proactively offered)
Comments: The plane was sitting at the gate at SFO for 8 hours before my flight -- very annoying that the problem hadn't been flagged and fixed during that time.
Last edited by Artagnan; Sep 10, 2017 at 9:00 pm Reason: specified fare class
Sep 14, 2017, 5:17 pm
#279
Join Date: Jan 2003
Location: SJC, SFO
Programs: Motel 6 Super Diamond
Posts: 351
Date: September 2, 2017
Status: EXP
Fare Class: economy to J using SWU
What happened: SFO-JFK, mechanical delay from 10:30PM to 9:xxAM next day, all hotels sold out due to labor day wknd, went home in a Lyft rather than keep waiting around for hotel/transportation and took Uber back next morning. Admirals Club said to write to Customer Relations about reimbursement for taxi/hotel. Missed out on day in NYC.
Compensation: 10k RDM for me, $200 voucher for wife (since they thought she didn't have an AA account), denied on compensation for Lyft/Uber. Said they can't give cash.
Comments: Seems like they reward non-members better than EXPs, I wrote back asking for $32x voucher and take back the 10k RDM ($200 voucher + $12x for transportation costs). Flight back from BCN was also delayed due to mechanical issues, making me spend a night in Chicago and losing out on a day of work. Will submit that one separately.
Status: EXP
Fare Class: economy to J using SWU
What happened: SFO-JFK, mechanical delay from 10:30PM to 9:xxAM next day, all hotels sold out due to labor day wknd, went home in a Lyft rather than keep waiting around for hotel/transportation and took Uber back next morning. Admirals Club said to write to Customer Relations about reimbursement for taxi/hotel. Missed out on day in NYC.
Compensation: 10k RDM for me, $200 voucher for wife (since they thought she didn't have an AA account), denied on compensation for Lyft/Uber. Said they can't give cash.
Comments: Seems like they reward non-members better than EXPs, I wrote back asking for $32x voucher and take back the 10k RDM ($200 voucher + $12x for transportation costs). Flight back from BCN was also delayed due to mechanical issues, making me spend a night in Chicago and losing out on a day of work. Will submit that one separately.
Sep 16, 2017, 7:03 pm
#280
Join Date: Dec 2006
Programs: BA Gold, Marriott Gold
Posts: 237
AA flight delay compensation (to merge)
I'm on a delayed DFW-LHR on AA...so far it's 2hrs 45mins delayed (aircraft change)
Is there any financial compensation due?
Out of 16 BA/AA flights in 6 weeks the delayed one would be my flight home.
Is there any financial compensation due?
Out of 16 BA/AA flights in 6 weeks the delayed one would be my flight home.
Sep 16, 2017, 8:21 pm
#281
FlyerTalk Evangelist
Join Date: Nov 2011
Location: Brighton. UK
Programs: BA Gold / VS /IHG Diamond & Ambassador
Posts: 14,200
deleted - misread the direction of the flights
Last edited by UKtravelbear; Sep 17, 2017 at 7:40 am
Sep 16, 2017, 9:31 pm
#282
Join Date: Jan 2005
Programs: BA Gold, AA Lifetime Gold 1.8mm, IC Spire Ambassador, Hilton Diamond, SPG Gold et al
Posts: 4,350
No financial compensation due but I have had AA miles credited to my account on asking for longer delays than that you're experiencing. I of course realise that AA miles will probably be of little or no use to you.
Last edited by Blueboys999; Sep 16, 2017 at 9:39 pm
Sep 16, 2017, 10:34 pm
#283
Community Director
Join Date: Jan 2009
Location: Norwich, UK
Programs: A3*G, BA Gold, BD Gold (in memoriam), IHG Diamond Ambassador
Posts: 8,477
As this is an AA flight, we'll move it over to their forum where the OP will be better advised on AA compensation policies.
/mod
/mod
Sep 16, 2017, 10:57 pm
#284
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
You might find some useful advice in [b]http://www.flyertalk.com/forum/ameri...dated.html]/b], where this thread will ultimately be merged.
/Moderator
The reason for the delay may influence what compensation you might be due.
/Moderator
The reason for the delay may influence what compensation you might be due.
Sep 17, 2017, 5:34 am
#285
Join Date: Sep 2017
Programs: BAEC
Posts: 68
Delay Compensation
Hi All - new here...
I have a question about compensation for a delayed flight..
Was booked business on the AA99 LHR-ORD 0745 - 1025 (with an onward connection to GSO) today.. this is what happened..
0650 - arrive at gate
0700- gate agent announces that a pilot is stuck in security (2 pilots already were there)
0730 - announcement that flight was cancelled due to lack of 3rd pilot (illness apparently) - all business class passengers go back to AA lounge to rebook.
0750 - AA systems go down.
0820 - announcement by lounge agents that flight is 'back on' & to return to gate. (..everyone goes back to gate..)
~0910 - remaining pax rebooked onto flight AA99 - which will now fly to JFK with 2 pilots, land, take some fuel, pick up a 3rd pilot and fly onward to ORD.
~0950 - boarding complete & push back from LHR T3.
~1020 - AA99 is in the line to take off (from my seat in 5A, I estimate 2/3 planes from runway)
1023 - Pilot announces on tannoy - they will be over their FAA flying hour limits & therefore can't fly.
1045 - AA99 arrives at remote stand & buses appear.
1130- after clearing flight connections security again I am now rebooked on the 1425 AA737 LHR-PHL and onward connection to GSO. (the AA agent took us in an arrivals door)
AA communication on the ground at LHR was confused and farcical.
Can anyone tell me if I am entitled to EEC 261/2004 compensation?
i have kept boarding passes etc & am an OW sapphire (not that this makes a difference)
On the plus side - I now have ~2.5h in the cathay LHR T3 lounge.
I have a question about compensation for a delayed flight..
Was booked business on the AA99 LHR-ORD 0745 - 1025 (with an onward connection to GSO) today.. this is what happened..
0650 - arrive at gate
0700- gate agent announces that a pilot is stuck in security (2 pilots already were there)
0730 - announcement that flight was cancelled due to lack of 3rd pilot (illness apparently) - all business class passengers go back to AA lounge to rebook.
0750 - AA systems go down.
0820 - announcement by lounge agents that flight is 'back on' & to return to gate. (..everyone goes back to gate..)
~0910 - remaining pax rebooked onto flight AA99 - which will now fly to JFK with 2 pilots, land, take some fuel, pick up a 3rd pilot and fly onward to ORD.
~0950 - boarding complete & push back from LHR T3.
~1020 - AA99 is in the line to take off (from my seat in 5A, I estimate 2/3 planes from runway)
1023 - Pilot announces on tannoy - they will be over their FAA flying hour limits & therefore can't fly.
1045 - AA99 arrives at remote stand & buses appear.
1130- after clearing flight connections security again I am now rebooked on the 1425 AA737 LHR-PHL and onward connection to GSO. (the AA agent took us in an arrivals door)
AA communication on the ground at LHR was confused and farcical.
Can anyone tell me if I am entitled to EEC 261/2004 compensation?
i have kept boarding passes etc & am an OW sapphire (not that this makes a difference)
On the plus side - I now have ~2.5h in the cathay LHR T3 lounge.