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
Jan 12, 2018, 8:01 am
#1
Senior Moderator and Moderator: American AAdvantage & TravelBuzz
Original Poster
Join Date: Nov 2007
Location: BOS
Programs: AA EXP, Marriott Titanium
Posts: 10,417
ARCHIVE: Questions for 2018 about, guide to, listing of, compensation
Welcome to the 2018 version of the compensation thread!
For reference, the most-recently archived thread can be found here: https://www.flyertalk.com/forum/amer...solidated.html
Thanks! /AAdvantage moderator team
For reference, the most-recently archived thread can be found here: https://www.flyertalk.com/forum/amer...solidated.html
Thanks! /AAdvantage moderator team
Last edited by JY1024; Jan 12, 2018 at 4:31 pm
Jan 12, 2018, 8:01 am
#2
Join Date: Jun 2013
Posts: 84
2018 Questions about, guide to, and listing of, compensation (consolidated)
My luggage was lost traveling from Romania to Portland, Oregon (OTP-LHR on British followed by American to DFW-PDX), I arrived December 2nd, filed the property questionnaire on the 7th of December. I spent over 5 hours on the phone with various agents - I actually gave them a matching luggage number that the office in Romania located as a match in London - and nothing happened, no lugagge. Called again today January 12 and asked for compensation - email arrives within an hour that the luggage was found and I should provide delivery address. Agent working on this - Tonia - never available, never returning calls.
At this point, if my luggage does get delivered over a month after submitting the questionnaire, do they owe compensation? I had perishable items that must have rotten in the luggage, bought new clothes and cosmetics, etc. What can I reasonably expect?
At this point, if my luggage does get delivered over a month after submitting the questionnaire, do they owe compensation? I had perishable items that must have rotten in the luggage, bought new clothes and cosmetics, etc. What can I reasonably expect?
Jan 12, 2018, 1:15 pm
#3
Join Date: Jan 2018
Programs: SUPGirlz
Posts: 1
Not getting a vegan meal is horrible AA, i feel upset for sure!
I just waited on hold for AA reservations for 30 min to ask for a vegan meal as we have 2 AA flights tomorrow and was told neither flight has an option to replace the meal and snack for vegan. Being really bummed, I asked, and there is no credit for food to buy in the airplane or airport or discount. So, they will serve dead animals to everyone around us and us nothing. This is not being the airline of the future for me with policies like this. 
Jan 12, 2018, 1:51 pm
#4
Join Date: Aug 2012
Programs: AA PLT, SPG Gold
Posts: 2,405
I just waited on hold for AA reservations for 30 min to ask for a vegan meal as we have 2 AA flights tomorrow and was told neither flight has an option to replace the meal and snack for vegan. Being really bummed, I asked, and there is no credit for food to buy in the airplane or airport or discount. So, they will serve dead animals to everyone around us and us nothing. This is not being the airline of the future for me with policies like this.
Which flights? And special meal requests need to be made 24h in advance IIRC. Some airlines even require 48h but I think AA only requires 24h advance notice.
Jan 12, 2018, 5:45 pm
#5
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
I just waited on hold for AA reservations for 30 min to ask for a vegan meal as we have 2 AA flights tomorrow and was told neither flight has an option to replace the meal and snack for vegan. Being really bummed, I asked, and there is no credit for food to buy in the airplane or airport or discount. So, they will serve dead animals to everyone around us and us nothing. This is not being the airline of the future for me with policies like this.
You should actually check any airline’s website some time before flying to determine their meal policies. AA only provides special meals on long haul flights, specified on their website. See https://www.flyertalk.com/forum/amer...solidated.html (Link) for particulars and links.
Jan 12, 2018, 5:50 pm
#6
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,247
I just waited on hold for AA reservations for 30 min to ask for a vegan meal as we have 2 AA flights tomorrow and was told neither flight has an option to replace the meal and snack for vegan. Being really bummed, I asked, and there is no credit for food to buy in the airplane or airport or discount. So, they will serve dead animals to everyone around us and us nothing. This is not being the airline of the future for me with policies like this.
You aren't missing much.
Jan 12, 2018, 6:12 pm
#7
Join Date: Jul 2010
Location: SFO
Programs: AA EXP
Posts: 5,270
Sorry for your experience. I suppose you've learned that customers with special meal preferences are such a minuscule fraction of the population that airlines can afford to lose some of their business.
Jan 12, 2018, 6:18 pm
#8
Join Date: Sep 2003
Location: Minneapolis, MN
Programs: My opinions are not those of AA or any affiliates of AMR Corp.
Posts: 2,096
The pax who pre-order the Asian Vegetarian meal are very pleased with the option. I've served it several times and each time it's pre-ordered, I (almost) hope the pax doesn't show so I can try it as it looks and smells very appetizing. 
As others have stated, AA requires any pre-ordered meal to be made at least 24hrs before scheduled departure. Best practice is to ensure you use the AA.COM website and not a third party website (Expedia, Travelocity, etc) as they often do not talk properly to AAs reservation...even when there is an option to 'pre-select' a meal on third party sites, it often doesn't translate over to the AA Sabre system.
FAs will know if you have pre-ordered a meal as it will be both on the Tablet as well as the Final Paperwork which is received prior to door closing. So if you say that you have pre-ordered a special meal, and the FA says it's not listed on our paperwork/tablet, 98% of the time, it was either ordered within 24hrs of departure so it doesn't get catered, or the reservation was done via a third party website. (very few times I have received a special meal when someone wasn't actually listed for the flight, but was re-accommodated from another flight)
Also, many frequent travelers have learned that if their plans change (changing to a different flight), and they pre-ordered a meal, often times that pre-selected meal doesn't get transferred to the new flight.
As others have stated, AA requires any pre-ordered meal to be made at least 24hrs before scheduled departure. Best practice is to ensure you use the AA.COM website and not a third party website (Expedia, Travelocity, etc) as they often do not talk properly to AAs reservation...even when there is an option to 'pre-select' a meal on third party sites, it often doesn't translate over to the AA Sabre system.
FAs will know if you have pre-ordered a meal as it will be both on the Tablet as well as the Final Paperwork which is received prior to door closing. So if you say that you have pre-ordered a special meal, and the FA says it's not listed on our paperwork/tablet, 98% of the time, it was either ordered within 24hrs of departure so it doesn't get catered, or the reservation was done via a third party website. (very few times I have received a special meal when someone wasn't actually listed for the flight, but was re-accommodated from another flight)
Also, many frequent travelers have learned that if their plans change (changing to a different flight), and they pre-ordered a meal, often times that pre-selected meal doesn't get transferred to the new flight.
Jan 12, 2018, 6:56 pm
#9
Join Date: Nov 2003
Location: JFK/LGA
Programs: AA EXP/5 MM, BA Blue Bayou, HH LT Diamond
Posts: 5,827
.
Jan 13, 2018, 1:11 pm
#10
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,247
That said, nothing prepared me for the special vegetarian meal on JAL a few months ago. Flying NRT-CGK, I swear they served me wet cardboard molded into patty like objects.
Jan 26, 2018, 12:39 pm
#11
Join Date: Mar 2012
Location: DCA
Programs: American AAdvantage EXP, World of Hyatt Explorist, Marriott Rewards Titanium, MGM Rewards Gold
Posts: 428
I have quite an interesting compensation issue, but not surprising given the rapid decline in customer service.
I took a flight back in May to Paris and back. On the return, the flight was delayed due to maintenance. I filed for EU 261/2004 compensation, but was denied. I dropped this and let it be after the denial was received.
This past November, I flew from New Orleans to Los Angeles, which suffered issues due to the catering problems ex-LAX. For this, we were promised vouchers, that did not come automatically. I wrote into Customer Relations, and have several emails back and forth, I was finally issued a voucher for the lack of catering onboard.
Last month, I received an email informing me that after changes to the EU regulations and an internal audit, that I was going to be given the EU 261/2004 compensation (still awaiting the check at this time).
Earlier this week, I went to use the voucher from the November New Orleans - LAX flight, but upon clicking the link to the eVoucher, I found that this was now invalid. I wrote into Customer Relations, and was told that the voucher was marked invalid as I was given EU 261/2004 compensation. The agent is clearly not understanding that these are 2 separate issues, even with providing all of the reference numbers from the emails of each issue, which were both different.
What would be the best way to get my voucher reinstated and for customer relations to properly understand their mistake here? Right now, I seem to just be going around in endless circles with them. Thoughts?
I took a flight back in May to Paris and back. On the return, the flight was delayed due to maintenance. I filed for EU 261/2004 compensation, but was denied. I dropped this and let it be after the denial was received.
This past November, I flew from New Orleans to Los Angeles, which suffered issues due to the catering problems ex-LAX. For this, we were promised vouchers, that did not come automatically. I wrote into Customer Relations, and have several emails back and forth, I was finally issued a voucher for the lack of catering onboard.
Last month, I received an email informing me that after changes to the EU regulations and an internal audit, that I was going to be given the EU 261/2004 compensation (still awaiting the check at this time).
Earlier this week, I went to use the voucher from the November New Orleans - LAX flight, but upon clicking the link to the eVoucher, I found that this was now invalid. I wrote into Customer Relations, and was told that the voucher was marked invalid as I was given EU 261/2004 compensation. The agent is clearly not understanding that these are 2 separate issues, even with providing all of the reference numbers from the emails of each issue, which were both different.
What would be the best way to get my voucher reinstated and for customer relations to properly understand their mistake here? Right now, I seem to just be going around in endless circles with them. Thoughts?
Jan 26, 2018, 2:42 pm
#12
Join Date: Jan 2018
Programs: AA, SPG, United, Delta, Hyatt,
Posts: 3
Panel fell on regional AA flight, blocking exit row
Flew last night from CMH to ORD. Upon landing, a giant panel fell over the exit rows. The response from AA has been, "shrug. It happens."
Jan 26, 2018, 2:45 pm
#13
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
What exactly would you have done differently if your were the Captain and had been advised of it?
Your aircraft had landed and was hopefully taxiing to the terminal. What else to do besides offload passengers and repair it?
As the crew said, "it happens,"
Your aircraft had landed and was hopefully taxiing to the terminal. What else to do besides offload passengers and repair it?
As the crew said, "it happens,"
Jan 26, 2018, 2:45 pm
#14
Join Date: Oct 2006
Programs: AA EXP
Posts: 1,635
Just wondering what response you expected. Were you asking for compensation?
Jan 26, 2018, 2:47 pm
#15
Join Date: Jan 2018
Programs: AA, SPG, United, Delta, Hyatt,
Posts: 3
Honestly, yes. I feel like that was a serious safety threat and we should have been compensated for being on a plane with this issue. We also had a pretty rough landing so it wasn't exactly a moot point.