Feb 13, 2019, 9:36 am
Last edit by: JDiver
Questions about, guide to, and listing of, compensation (2019, master thread)
Welcome to the "2019 Guide to, and listing of, compensation" thread!
NOTE: AA Flight Attendants are issued Samsung Galaxy Note handheld devices. These are equipped with the iSolve app, which enables flight attendants to offer AAdvantage members on-the-spot compensation in the form of AAdvantage miles when specific inconveniences happen inflight. Those inflight inconveniences might include such things as inflight entertainment issues, broken seats or meal shortages. link to article by By Lewis Lazare, Chicago Business Journal, Jan 9, 2018
If compensation is not generated onsite or 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:
ARCHIVE: 2018 Questions about, guide to, and listing of, compensation
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 2019 about, guide to, listing of, compensation (master thd)
Apr 22, 2019, 4:00 pm
#76
Join Date: Jul 2004
Location: Live: IWI; Work: DCA/Everywhere; Play: LAS/SJU/MLE
Programs: AA EXP, DL PM, Hyatt Glob, Marriott Ambassador/LTP, Nat'l Exec Elite, LEYE Gold
Posts: 6,670
I'm going to guess that OP is referring to Japan Airlines and really means NRT or HND instead of JAL. It's the only plausible interpretation of OP's post.
OP, if there's an alternate (acceptable) flight from any NYC area airport to BOS, call AA and they should move your parents onto that flight even if saver award seats are not available.
OP, if there's an alternate (acceptable) flight from any NYC area airport to BOS, call AA and they should move your parents onto that flight even if saver award seats are not available.
Apr 22, 2019, 4:10 pm
#77
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
I'm going to guess that OP is referring to Japan Airlines and really means NRT or HND instead of JAL. It's the only plausible interpretation of OP's post.
OP, if there's an alternate (acceptable) flight from any NYC area airport to BOS, call AA and they should move your parents onto that flight even if saver award seats are not available.
OP, if there's an alternate (acceptable) flight from any NYC area airport to BOS, call AA and they should move your parents onto that flight even if saver award seats are not available.
Could also ask to go to LGA which likely has plenty of options to BOS.
Apr 22, 2019, 6:34 pm
#78
Join Date: May 2005
Location: PHX
Programs: AA Gold, WN A+ & CP, HH Diamond, Hyatt Platinum, National Executive Elite
Posts: 3,246
I'm going to guess that OP is referring to Japan Airlines and really means NRT or HND instead of JAL. It's the only plausible interpretation of OP's post.
OP, if there's an alternate (acceptable) flight from any NYC area airport to BOS, call AA and they should move your parents onto that flight even if saver award seats are not available.
OP, if there's an alternate (acceptable) flight from any NYC area airport to BOS, call AA and they should move your parents onto that flight even if saver award seats are not available.
Apr 23, 2019, 9:20 am
#79
Original Poster
Join Date: Sep 2014
Posts: 2,531
I booked my parents on miles JAL-NYC-BOS in First. The NYC-BOS leg was cancelled and AA could not accommodate until the next day and they needed to be back that night. Are they entitled to any compensation since the re-book was more than 12 hours after the original flight?
I was thinking no, since the JAL-NYC is the same miles as JAL-NYC-BOS. Thanks. :-D
I was thinking no, since the JAL-NYC is the same miles as JAL-NYC-BOS. Thanks. :-D
That's completely separate from compensation, which they may or may not give depending on (a) what caused the delay and (b) where they were flying from (what is JAL?)
Apr 24, 2019, 12:15 am
#80
Join Date: Jan 2017
Location: PHX
Programs: AA EXP, Hyatt Something-ist, Bombay Sapphire
Posts: 69
Advice appreciated...
Date: 3/20/19
Status: EXP
Fare Class: I
Flight: PEK > LAX
Situation: Incoming flight arrives on time from LAX. About 1hr before departure, flight is delayed 1.5hrs, then 4hrs, then 6hrs, then 15.5hrs delayed, then cancelled. CK handler comes into lounge to collect her CK and tells us a mechanical issue has cancelled our flight. I call EXP line and am rebooked onto a Cathay Pacific flight (win, but I misconnected in HKG). Arrival to LAX 26hrs late. File a complaint, and AA calls to say it was a weather related cancellation (inbound struck by lightning?).. goodwill gesture of 7,500 miles. I declined the agent's offer because it was an insult of my time and money wasted. I had an onward flight booked on Delta that I paid a SDFC, then a cancel fee too. I requested reimbursement for those costs. Am I screwed?
Date: 3/20/19
Status: EXP
Fare Class: I
Flight: PEK > LAX
Situation: Incoming flight arrives on time from LAX. About 1hr before departure, flight is delayed 1.5hrs, then 4hrs, then 6hrs, then 15.5hrs delayed, then cancelled. CK handler comes into lounge to collect her CK and tells us a mechanical issue has cancelled our flight. I call EXP line and am rebooked onto a Cathay Pacific flight (win, but I misconnected in HKG). Arrival to LAX 26hrs late. File a complaint, and AA calls to say it was a weather related cancellation (inbound struck by lightning?).. goodwill gesture of 7,500 miles. I declined the agent's offer because it was an insult of my time and money wasted. I had an onward flight booked on Delta that I paid a SDFC, then a cancel fee too. I requested reimbursement for those costs. Am I screwed?
Apr 24, 2019, 8:13 am
#81
Join Date: May 2004
Location: Boston
Programs: Hotels: Golden Airlines: B6 Mosiac
Posts: 313
My Brain is Fried. They were flying ON JAL! NRT-NYC-BOS on a First Class Award ticket. I couldn't get NRT-BOS.
They said due to maintenance.
https://flightaware.com/live/flight/...240Z/KJFK/KBOS
They said due to maintenance.
https://flightaware.com/live/flight/...240Z/KJFK/KBOS
Apr 24, 2019, 8:15 am
#82
Join Date: May 2004
Location: Boston
Programs: Hotels: Golden Airlines: B6 Mosiac
Posts: 313
I'm going to guess that OP is referring to Japan Airlines and really means NRT or HND instead of JAL. It's the only plausible interpretation of OP's post.
OP, if there's an alternate (acceptable) flight from any NYC area airport to BOS, call AA and they should move your parents onto that flight even if saver award seats are not available.
OP, if there's an alternate (acceptable) flight from any NYC area airport to BOS, call AA and they should move your parents onto that flight even if saver award seats are not available.
They said due to maintenance and coundnlt' rebook them until morning and they needed to get back that night.
https://flightaware.com/live/flight/...240Z/KJFK/KBOS
Apr 24, 2019, 8:16 am
#83
Join Date: May 2004
Location: Boston
Programs: Hotels: Golden Airlines: B6 Mosiac
Posts: 313
Did you parents take AA up on their reaccomodation or did they find their own way to BOS? If the latter, they are due a refund for the NYC-BOS which may, as you suggest, be $0 / 0 miles.
That's completely separate from compensation, which they may or may not give depending on (a) what caused the delay and (b) where they were flying from (what is JAL?)
That's completely separate from compensation, which they may or may not give depending on (a) what caused the delay and (b) where they were flying from (what is JAL?)
Apr 24, 2019, 8:48 am
#84
Original Poster
Join Date: Sep 2014
Posts: 2,531
As for compensation / good will gesture, I'd expect between $50 and $200 per person for an overnight delay caused by a mechanical cancellation. YMMV.
Apr 24, 2019, 9:26 am
#85
In Memoriam, FlyerTalk Evangelist
Join Date: Jun 2000
Location: Benicia CA
Programs: Alaska MVP Gold 75K, AA 3.8MM, UA 1.1MM, enjoying the retired life
Posts: 31,849
I had an onward flight booked on Delta that I paid a SDFC, then a cancel fee too. I requested reimbursement for those costs. Am I screwed?
There's a blog this morning that might interest you:American Will Still Protect You If You’re Flying on Separate Tickets and Things Go Wrong
Apr 24, 2019, 11:24 pm
#86
Join Date: Sep 2000
Location: Los Angeles, CA
Programs: AA EXP, UA Silver, Marriott LT Titanium
Posts: 189
WiFi Down Entire Flight - Offered 10K AA Miles Compensation (to merge)
Completed a JFK-LAX flight tonight and the WiFi did not work the entire flight (the wireless entertainment function worked fine).
After multiple restart attempts, I was informed that I would be issued 10K miles as a goodwill gesture in recognition of the service outage. I had never been offered this before and was impressed.
The outage kept me from getting some work done, but I do appreciate the gesture.
Have others seen this often, or is it rare?
After multiple restart attempts, I was informed that I would be issued 10K miles as a goodwill gesture in recognition of the service outage. I had never been offered this before and was impressed.
The outage kept me from getting some work done, but I do appreciate the gesture.
Have others seen this often, or is it rare?
Apr 25, 2019, 2:08 am
#87
Join Date: Jun 2013
Location: Roswell, GA
Programs: AA EXP 2.8m,Lifetime PLT, Hilton Diamond, IHG PlLT, SPG Gold
Posts: 3,191
Be more impressed after you get the miles
Apr 25, 2019, 3:37 am
#88
Join Date: Nov 2017
Posts: 108
Similarly, my IFE didn’t work LAX-AKL a few months ago. Purser came by to apologize and give me 10k miles as an apology.
Got the miles in my account in about 4-5 days even though system told her 30 days.
Got the miles in my account in about 4-5 days even though system told her 30 days.
Apr 25, 2019, 3:55 am
#89
Suspended
Join Date: May 2013
Location: NYC
Programs: DL Diamond, AAdvantage EXP, Hyatt Explorist, HHonors Diamond, Avis First
Posts: 7,344
JFK-MIA on the 763 and Panasonic WiFi didn't work (shocker) and I really had work to do so I actually wrote in and got 7,500 miles. Yesterday ORD-LGA and Viasat WiFi was totally down (wireless IFE worked though). Didn't bother complaining since the work day was pretty much over and the flight was so short.
Apr 25, 2019, 6:51 am
#90
Join Date: Feb 2013
Location: DCA
Posts: 7,769
Just out of curiosity, how frequently does Panasonic wifi actually work for you? I've never gotten it to do anything but log in and produce errors and load screens. Oh, and take my payment of course. This is across several flights and three devices. Mercifully I don't run into it that often (mostly very good Viasat product on my routes) but my experience has been such that I wonder if it's somehow me, because this couldn't possibly be a commercially viable product if it's how it operates much of the time. (To their credit, I've been able to get refunds from Panasonic - NOT by writing into AA).