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
Dec 14, 2017, 1:54 am
#331
Join Date: Feb 2004
Location: Netherlands
Posts: 4,279
Hi,
I have an issue with AA on an award ticket - hopefully it still falls in this topic. About a month ago, I called to check on availability and it was available so reserved it. A few days later still did not get any ticket number/email, called again and they said something went wrong, so it was sent again. After 2 weeks, I still did not get anything, so I called again and this time I was told that there was something wrong with the partner confirming it, but after on hold for a couple of times, I was told that it was ok and I should get a ticket within 48-72 hours. After 48 hours, I get an email to contact AA urgently concerning this. I called and this time they told me, no deal because they could not confirm with the partner.
Zero help nor any apologies on this and basically they just told me find my own solution (this is < 1 week on when I need to travel). Wrote to Customer Service and they basically had some textbook apologies but still said that it was not their fault and I had to find my own solution.
Due to this I had to fork out quite an amount due to last min booking. Just wondering what should I do, push for compensation? In my opinion this is totally not acceptable - if you find an award availability and tell me it's all confirmed and than last minute you tell me no, it's not possible.
These days AA Customer support has been the worst in all my years as an ExPlat - already a few times writing with valid reason to complain, and they just like to brush things off. I am so fed up and find this to be close to my last straw of their attitude.
Thanks in advance and cheers!
I have an issue with AA on an award ticket - hopefully it still falls in this topic. About a month ago, I called to check on availability and it was available so reserved it. A few days later still did not get any ticket number/email, called again and they said something went wrong, so it was sent again. After 2 weeks, I still did not get anything, so I called again and this time I was told that there was something wrong with the partner confirming it, but after on hold for a couple of times, I was told that it was ok and I should get a ticket within 48-72 hours. After 48 hours, I get an email to contact AA urgently concerning this. I called and this time they told me, no deal because they could not confirm with the partner.
Zero help nor any apologies on this and basically they just told me find my own solution (this is < 1 week on when I need to travel). Wrote to Customer Service and they basically had some textbook apologies but still said that it was not their fault and I had to find my own solution.
Due to this I had to fork out quite an amount due to last min booking. Just wondering what should I do, push for compensation? In my opinion this is totally not acceptable - if you find an award availability and tell me it's all confirmed and than last minute you tell me no, it's not possible.
These days AA Customer support has been the worst in all my years as an ExPlat - already a few times writing with valid reason to complain, and they just like to brush things off. I am so fed up and find this to be close to my last straw of their attitude.
Thanks in advance and cheers!
Dec 14, 2017, 5:06 am
#332
Join Date: May 2015
Location: TYS
Programs: American Exec Plat Hilton Dia, IHG Plat, Hertz 5*, National Exec E, Delta Gold,
Posts: 35
- Date - Nov16
- AAdvantage Status - Plat
- Fare class - First (sticker upgrade)
- What happened - Oversold VDB
- Compensation - $500
- Comments - VDB due to overbook situation. This was the last flight DFW-TYS. Negotiated $500, up from $250, with the gate agent and acting sup.. as well as confirmed first upgrade the next morning. My only complaint was that they put me up in a Super 8 that night, which was horrible. Other than that, had to push the agent for the better compensation.
Dec 16, 2017, 8:59 am
#333
In Memoriam, FlyerTalk Evangelist
Join Date: Jul 2002
Location: Durham, NC (RDU/GSO/CLT)
Programs: AA EXP/MM, DL GM, UA Platinum, HH DIA, Hyatt Explorist, IHG Platinum, Marriott Titanium, Hertz PC
Posts: 33,857
- Date - Sep 5th, 2017
- AAdvantage Status - Platinum Pro (but Platinum when this happened)
- Fare class - Economy
- What happened - Boarded a flight from JFK-ORD at normal boarding time (4:45 PM) despite the fact that the captain was stuck in traffic. He didn't arrive until we'd been sitting on the plane for over an hour and a half, and no announcement was made explaining the delay (until an off-duty captain went into the cockpit and demanded one). By the time we pulled away, weather prevented us from taking off until 8:15 PM, which caused me to miss my connecting flight to OKC and spend the night at ORD. Had we not boarded so early, I could've rebooked and still made it to my destination on time.
- Compensation - AA has offered $400 worth of vouchers
- Comments - Vouchers were offered after I submitted an official complaint several days ago.
Dec 19, 2017, 11:06 am
#334
Join Date: Jul 2015
Location: DFW
Posts: 522
Compensation for delayed flight
My wife was flying ORD-MAN when the plane had a mechanical problem and had to land at YYT. The plane landed around 5AM local time and the rescue flight won't depart until around 8PM local time. She will arrive at the destination about 24hr late. Because of this delay, we've had to rebook a few things and lost out on two train tickets.
Should I expect any compensation from AA? Is a mechanical problem considered an "extraordinary circumstance"?
Should I expect any compensation from AA? Is a mechanical problem considered an "extraordinary circumstance"?
Dec 19, 2017, 12:00 pm
#335
Join Date: Sep 2016
Location: LAX/BUR, RDU
Programs: DL SM, AAdvantage, SPG
Posts: 1,360
I've gotten compensation from AA due to a mechanical problem related diversion, so they'll probably throw some miles (or a voucher?) at you as a "goodwill gesture."
Feel free to check out the following thread of compensation; maybe others have experienced something similar
https://www.flyertalk.com/forum/amer...solidated.html
Feel free to check out the following thread of compensation; maybe others have experienced something similar
https://www.flyertalk.com/forum/amer...solidated.html
Dec 19, 2017, 12:08 pm
#336
Join Date: Oct 2007
Location: San Jose, Costa Rica
Programs: AAdvantage Platinum
Posts: 1,894
AA should provide meal vouchers for those 15 hours spent at YYT, although with no presence there, I'm not sure how that would work. Would they make arrangements through WestJet? Other than that, compensation would be in the form of miles and (maybe) a voucher for future travel. I doubt it will come in the form of reimbursement for the lost train tickets.
Dec 19, 2017, 12:09 pm
#337
FlyerTalk Evangelist
Join Date: Jul 2010
Programs: AA
Posts: 14,727
As you reference "extraordinary circumstances" I'm guessing you are hoping for EC261 compensation. A mechanical problem isn't extraordinary circumstances under EC261 but EC261 doesn't apply to an AA flight from ORD to MAN (it would apply to an AA flight from MAN to ORD). As FlyerWx said above, your wife might get some miles or a small voucher from AA. Sometimes AA is proactive in offering it, but if your wife hasn't seen anything proactively from them in a few days, then I would write in using the website.
Dec 19, 2017, 12:11 pm
#338
FlyerTalk Evangelist
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,190
Extraordinary circumstance is the language of EU261 compensation rules, which do not apply here: AA is neither a European carrier nor did your flight depart from a European origin.
Dec 19, 2017, 12:13 pm
#339
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,369
AA should provide meal vouchers for those 15 hours spent at YYT, although with no presence there, I'm not sure how that would work. Would they make arrangements through WestJet? Other than that, compensation would be in the form of miles and (maybe) a voucher for future travel. I doubt it will come in the form of reimbursement for the lost train tickets.
Dec 19, 2017, 12:22 pm
#340
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
In your complaint to them, you should mention the train tickets and their value.
The squeaky wheel gets the grease
Under EU 261 you would have gotten some expenses and 600 Euro each....... Unfortunately, that only applies to AA on departures fro EU.
So, given equal costs and similar comfort levels, take a European carrier when going TO Europe
From Europe, all carriers would have to pay.
On May 28, 2017, I scored double compensation due to a delay on BA that caused me to buy a new ticket on Finnair, and the Finnair flight made me miss a connection at ORD
If I had been able to reach BA, they would have transferred my ticket to Finnair and I would have only gotten 600 Euro instead of 1200.. Thank you BA for being unreachable.........
The squeaky wheel gets the grease
Under EU 261 you would have gotten some expenses and 600 Euro each....... Unfortunately, that only applies to AA on departures fro EU.
So, given equal costs and similar comfort levels, take a European carrier when going TO Europe
From Europe, all carriers would have to pay.
On May 28, 2017, I scored double compensation due to a delay on BA that caused me to buy a new ticket on Finnair, and the Finnair flight made me miss a connection at ORD
If I had been able to reach BA, they would have transferred my ticket to Finnair and I would have only gotten 600 Euro instead of 1200.. Thank you BA for being unreachable.........
Dec 19, 2017, 12:56 pm
#341
Join Date: Jul 2015
Location: DFW
Posts: 522
As you reference "extraordinary circumstances" I'm guessing you are hoping for EC261 compensation. A mechanical problem isn't extraordinary circumstances under EC261 but EC261 doesn't apply to an AA flight from ORD to MAN (it would apply to an AA flight from MAN to ORD). As FlyerWx said above, your wife might get some miles or a small voucher from AA. Sometimes AA is proactive in offering it, but if your wife hasn't seen anything proactively from them in a few days, then I would write in using the website.
AA sent all passengers to a hotel via bus and gave them some food at the hotel.
Last edited by poisson; Dec 19, 2017 at 1:03 pm
Dec 19, 2017, 1:19 pm
#342
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Do not use the word "compensation" as there is no compensation due.
AA will likely provide a customer service gesture in the form of a few miles. I had a responsibility to handle food and the daytime hotel was a nice thing and luckily available.
The consequential losses for train tickets and the like should be submitted to your wife's travel insurance under your travel interruption policy. Those will be paid in cash (check).
AA will likely provide a customer service gesture in the form of a few miles. I had a responsibility to handle food and the daytime hotel was a nice thing and luckily available.
The consequential losses for train tickets and the like should be submitted to your wife's travel insurance under your travel interruption policy. Those will be paid in cash (check).
Dec 20, 2017, 8:36 am
#343
Join Date: Jul 2015
Location: DFW
Posts: 522
Good news. My wife already received an email that 20K AA miles have been applied to her account. We didn't even need to contact them.
This is honestly why we usually try to fly AA. They have nice planes, good customer service, and can make a bad situation good.
This is honestly why we usually try to fly AA. They have nice planes, good customer service, and can make a bad situation good.
Dec 22, 2017, 1:33 pm
#344
Join Date: Jul 2017
Location: PHL
Programs: AAdvantage EXP
Posts: 67
12/15/17 AA 4431 DCA-PHL. Weather delays of 5 hours. After (finally) reaching PHL, I waited for over an hour for my luggage. Made online complaint to AA, received 7500 miles.
Jan 12, 2018, 4:25 pm
#345
Senior Moderator and Moderator: American AAdvantage & TravelBuzz
Original Poster
Join Date: Nov 2007
Location: BOS
Programs: AA EXP, Marriott Titanium
Posts: 10,414
Please follow the discussion in our 2018 version of the thread here: https://www.flyertalk.com/forum/amer...solidated.html
Thanks! /Moderator
Thanks! /Moderator