Jan 12, 2018, 4:29 pm
Last edit by: JDiver
The 2019 compensation master thread is here.
Questions about, guide to, and listing of, compensation (2018, master thread)
Welcome to the "2018 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:
2017 Questions about, guide to, and listing of, compensation (consolidated)
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: Questions for 2018 about, guide to, listing of, compensation
Nov 25, 2018, 9:39 am
#181
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
What is it you want by way of compensation?
If it is a customer service gesture you are looking for, why not ask for that.
If it is a customer service gesture you are looking for, why not ask for that.
Nov 25, 2018, 9:42 am
#182
Join Date: Aug 2008
Location: San Francisco
Programs: AA EXP; Marriott BonVoy Titanium Elite, Marriott LT Plat.
Posts: 1,717
no - but I’ve had great results using getservice.com - received comp for about 6 flights in the past year from American. there is a thread about the service somewhere ......
https://www.getservice.com
https://www.getservice.com
Last edited by Microwave; Nov 25, 2018 at 9:55 am
Nov 25, 2018, 9:43 am
#183
FlyerTalk Evangelist
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,190
I've had 30 years of AA flying, many years as Plat (but never EXP), including J RTW and CirPac fares. There have been many mechanical delays. Never - never - has AA issued compensation without me asking for it.
Nov 25, 2018, 9:55 am
#184
Join Date: Sep 2002
Location: Thousand Oaks, Ca., USA
Programs: AA Lifetime Plat; Bonvoy Titanium Lifetime Elite;Hyatt Globalist; HHonors Diamond; United Silver
Posts: 8,315
I have gotten it a couple times, both were longer delays than 2.5 hours.
Nov 25, 2018, 9:59 am
#185
Join Date: Jun 2011
Location: Denver, CO
Programs: American Airlines Executive Platinum; HHonors Diamond;Emerald Club Executive Elite
Posts: 285
Flew the same PHX-KOA flight on 11/11. Delayed about 9 hours while waiting on a replacement plane. Received an unsolicited email the next day with 8,000 miles for the inconvenience. As a side note, those junker planes need to be retired.
Nov 25, 2018, 10:09 am
#186
Join Date: Aug 1999
Location: Denver,CO, USA
Posts: 846
I second that on getting rid of those 757s. I had a bad feeling when I booked the flights.
Nov 26, 2018, 2:50 pm
#187
Join Date: Jan 2013
Posts: 1,435
Wife and I had a 6:30 pm flight on Nov 13, LAX-LHR in J (award ticket). We were in row 7 and had boarding passes printed out the day before (both printouts showed row 7).
On the morning of the 13th, I received a call from AA asking if we would switch to a later flight (it was 7:45, only 75 minutes later). They offered us $600 each. I said let me check with my wife, and I will call them back. When I went home to discuss options with wife, we logged in to see which seats might be available on the later flight, and (long story short) I noticed that on the original flight, we were now seated in row 4. This was an obvious equipment change, and Row 4 was right behind the galley. This is a major no-no for me on overnight flights.
So we decided to take the bump. I called back AA, and I began by asking about the equipment change and my seats changing without any notice. She put me on hold for a long time, maybe 15 full minutes. Came back to say the equipment changed months ago and I was informed. I said no. Number 1, the equipment must have changed this morning, because I have boarding passes in my hand that show row 7. Number 2, months ago the only change i received was that they moved departure back an hour.
Anyway, I told her we want to accept the bump that was offered, and she said we now have to do that at LAX, not over the phone. Okay fine.
Got to LAX, and I spoke to an agent inside the flagship club. She said she could switch me to the later flight, but she saw nothing in our record about the $600 (each!) compensation. She suggested I take the bump, and bring it up with AA after my trip. So we took the bump without compensation (yet) and now we're back. I realize this is now gonna be a longshot, but do you think AA kept records of the original offer they called to make?
The first agent I spoke to made the offer, The second one knew about the offer but couldn't do it over the phone, The third one had no record at all. Any tips on how to best approach this? Thank you.
On the morning of the 13th, I received a call from AA asking if we would switch to a later flight (it was 7:45, only 75 minutes later). They offered us $600 each. I said let me check with my wife, and I will call them back. When I went home to discuss options with wife, we logged in to see which seats might be available on the later flight, and (long story short) I noticed that on the original flight, we were now seated in row 4. This was an obvious equipment change, and Row 4 was right behind the galley. This is a major no-no for me on overnight flights.
So we decided to take the bump. I called back AA, and I began by asking about the equipment change and my seats changing without any notice. She put me on hold for a long time, maybe 15 full minutes. Came back to say the equipment changed months ago and I was informed. I said no. Number 1, the equipment must have changed this morning, because I have boarding passes in my hand that show row 7. Number 2, months ago the only change i received was that they moved departure back an hour.
Anyway, I told her we want to accept the bump that was offered, and she said we now have to do that at LAX, not over the phone. Okay fine.
Got to LAX, and I spoke to an agent inside the flagship club. She said she could switch me to the later flight, but she saw nothing in our record about the $600 (each!) compensation. She suggested I take the bump, and bring it up with AA after my trip. So we took the bump without compensation (yet) and now we're back. I realize this is now gonna be a longshot, but do you think AA kept records of the original offer they called to make?
The first agent I spoke to made the offer, The second one knew about the offer but couldn't do it over the phone, The third one had no record at all. Any tips on how to best approach this? Thank you.
Last edited by cheaptom; Nov 27, 2018 at 10:58 am
Nov 28, 2018, 4:22 pm
#188
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
I want to say at least once but no more than that in the old days (2006) I got unprompted compensation for a mechanical delay but I certainly haven't heard of such things happening these days.
Dec 3, 2018, 9:00 am
#189
Join Date: Apr 2016
Posts: 17
Ticket not issued | Denied check-in - Compensation?
Hi all,
I had a ticket on a flight from RDU via CLT to FLL, booked with American Airlines. This flight was canceled due to inclement weather at RDU and I was rebooked via the AA phone hotline to a Delta flight on the next day, leaving RDU at 6:30am and connecting through ATL with an estimated time of arrival at 10:44am in FLL.
When I reached the airport at RDU at 5:15am, more than an hour before departure, I could not use the machine to check-in for the Delta flight because the ticket had originally been issued by AA, so I had to go to the Special Services counter. When I reached the front of the line at approx. 5:40am, I was advised by Delta that the ticket had not been issued by AA, and that I would need to have the ticket reissued by AA before Delta could accept me on the flight.
I directly went to the AA ticket counter but was not attended until 5:58am. The lady at the counter advised me that I she would need to issue the ticket, and that I should have come to her in the first place.
Since I had to check a bag and Delta check-in and baggage acceptance time at RDU is 30 minutes prior departure, I was denied check-in for my booked flight. I was subsequently rebooked to fly from RDU via PHL to FLL on AA, arriving in FLL at 1:44 pm, that is, a delay of 3 hours.
I had never been advised during the rebooking process on the phone that I would need to go to the AA counter at RDU to issue the rebooking. I addition, I was able to see the Delta flight when looking up my booking on the AA app with my name and reference number. Hence, I could reasonably assume that I would have a confirmed ticket for the Delta flight.
AA admits the fact that the telephone agent made a booking error but claims this does not trigger IDB compensation. Instead, I was offered a voucher of $100, which is clearly less than what I expect. Customer service stands firm that this is all they can do.
Do I have any right to compensation, or is this bad luck and I am stuck with the delay and the little compensation they offered?
Thanks for your advice, Lars
I had a ticket on a flight from RDU via CLT to FLL, booked with American Airlines. This flight was canceled due to inclement weather at RDU and I was rebooked via the AA phone hotline to a Delta flight on the next day, leaving RDU at 6:30am and connecting through ATL with an estimated time of arrival at 10:44am in FLL.
When I reached the airport at RDU at 5:15am, more than an hour before departure, I could not use the machine to check-in for the Delta flight because the ticket had originally been issued by AA, so I had to go to the Special Services counter. When I reached the front of the line at approx. 5:40am, I was advised by Delta that the ticket had not been issued by AA, and that I would need to have the ticket reissued by AA before Delta could accept me on the flight.
I directly went to the AA ticket counter but was not attended until 5:58am. The lady at the counter advised me that I she would need to issue the ticket, and that I should have come to her in the first place.
Since I had to check a bag and Delta check-in and baggage acceptance time at RDU is 30 minutes prior departure, I was denied check-in for my booked flight. I was subsequently rebooked to fly from RDU via PHL to FLL on AA, arriving in FLL at 1:44 pm, that is, a delay of 3 hours.
I had never been advised during the rebooking process on the phone that I would need to go to the AA counter at RDU to issue the rebooking. I addition, I was able to see the Delta flight when looking up my booking on the AA app with my name and reference number. Hence, I could reasonably assume that I would have a confirmed ticket for the Delta flight.
AA admits the fact that the telephone agent made a booking error but claims this does not trigger IDB compensation. Instead, I was offered a voucher of $100, which is clearly less than what I expect. Customer service stands firm that this is all they can do.
Do I have any right to compensation, or is this bad luck and I am stuck with the delay and the little compensation they offered?
Thanks for your advice, Lars
Dec 3, 2018, 9:04 am
#190
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: 100,409
According to USA DOT regulations, it can only be an IDB if the flight is oversold. There's no reason to believe that this flight didn't depart with your seat empty. Hence no IDB compensation. IIRC the DOT rules also require that the passenger be ticketed and checked in before the deadline, present at the gate before the deadline, etc.
Dec 3, 2018, 9:14 am
#191
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
Sorry for the inconvenience --- particularly when you got there early enough to deal with it.
I'm not blaming you but when AA interlines me, I usually stay on the line until I can see it as ticketed on the UA or DL app.
And personally, considering this was a weather delay and they attempted to interline you, I'd consider $100 to be fair compensation.
I'm not blaming you but when AA interlines me, I usually stay on the line until I can see it as ticketed on the UA or DL app.
And personally, considering this was a weather delay and they attempted to interline you, I'd consider $100 to be fair compensation.
Dec 3, 2018, 9:16 am
#192
FlyerTalk Evangelist
Join Date: Dec 2000
Location: PHL, NYC
Programs: AA PLT, DL SLV, UA SLV, MR LTT, HH DIA
Posts: 10,067
The agent likely booked the seats on Delta but didn't finalize ticketing. Their mistake effectively delayed you 3 hours past your scheduled arrival on DL. I think $100 voucher is not a terrible offering for a 3 hour delay.
Dec 3, 2018, 11:16 am
#193
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
There is no compensation. Thus, anything AA does is a voluntary customer service gesture. OP is free to ask for more, but AA these days has pretty set amounts based on a series of factors. $100 for this seems to be a typical mid-range.
As a caution to others and having nothing to do with AA, always make sure that you have an e-ticket number (not PNR) for the new carrier, DL in this case. That is the only way of knowing that your ticket was pushed to the other carrier. If this happens while you are physically at the airport, have an agent print a paper ticket or FIM for you. While that is a throwback to 25 years ago and you are SOL if you lose that paper ticket, there is then nothing to louse up.
As a caution to others and having nothing to do with AA, always make sure that you have an e-ticket number (not PNR) for the new carrier, DL in this case. That is the only way of knowing that your ticket was pushed to the other carrier. If this happens while you are physically at the airport, have an agent print a paper ticket or FIM for you. While that is a throwback to 25 years ago and you are SOL if you lose that paper ticket, there is then nothing to louse up.
Dec 3, 2018, 11:26 am
#194
Join Date: Apr 2016
Posts: 17
Good to know, thanks for the feedback. I guess as a European I am used to EU261 and therefore have different expectations as to what an airline should provide and pay. Thanks for explaining the US situation then!
Lars
Lars
Dec 3, 2018, 11:36 am
#195
A FlyerTalk Posting Legend
Join Date: Jan 2002
Posts: 44,597
The original cancellation also looks like something which would not provide for compensation - although of course the airline would be responsible for providing meals , accommodation and incidentals