Flight is diverted - Seeking Advice
May 5, 2019, 9:48 am
#1
Original Poster
Join Date: May 2019
Programs: American Airline
Posts: 12
Flight is diverted - Seeking Advice
Dear FTers,
Would appreciate your advice on the following situation. Thanks for your help!
I was supposed to travel on a non-stop flight from LGA to ROA. The trip was scheduled to arrive at 1:20 pm. Due to flight cancellation, I was rebooked to connect at CLT. The flight was delayed and finally departed at 5:20 pm. The pilot attempted to land at ROA three-times, however, unsuccessful. The plane was eventually diverted to LYH and landed at 7:20 pm ET. The pilot told us that the radio system was broken and technically the plane lost communication. There was no communication on how we were supposed to get to our final destination. LYH airport also was closed at that time and there was no bus arrangement provided by AA. Most passengers were forced to rent a car to get to their final destination. I contacted American that night to get a reimbursement of the rental car, the agent told me instead that I should submit a request for a refund for the trip. Relied on that message, I submitted a request the following week. American denied the request and cited the reason for the diversion as weather-related. It's my bad for booking this trip on Amex Platinum vs. Chase Reserve. What would you recommend I respond to AA? Any advice would be greatly appreciated.
Would appreciate your advice on the following situation. Thanks for your help!
I was supposed to travel on a non-stop flight from LGA to ROA. The trip was scheduled to arrive at 1:20 pm. Due to flight cancellation, I was rebooked to connect at CLT. The flight was delayed and finally departed at 5:20 pm. The pilot attempted to land at ROA three-times, however, unsuccessful. The plane was eventually diverted to LYH and landed at 7:20 pm ET. The pilot told us that the radio system was broken and technically the plane lost communication. There was no communication on how we were supposed to get to our final destination. LYH airport also was closed at that time and there was no bus arrangement provided by AA. Most passengers were forced to rent a car to get to their final destination. I contacted American that night to get a reimbursement of the rental car, the agent told me instead that I should submit a request for a refund for the trip. Relied on that message, I submitted a request the following week. American denied the request and cited the reason for the diversion as weather-related. It's my bad for booking this trip on Amex Platinum vs. Chase Reserve. What would you recommend I respond to AA? Any advice would be greatly appreciated.
May 5, 2019, 10:49 am
#4
Join Date: May 2006
Location: SAN
Programs: Lots of faux metal
Posts: 6,422
Dear FTers,
Would appreciate your advice on the following situation. Thanks for your help!
I was supposed to travel on a non-stop flight from LGA to ROA. The trip was scheduled to arrive at 1:20 pm. Due to flight cancellation, I was rebooked to connect at CLT. The flight was delayed and finally departed at 5:20 pm. The pilot attempted to land at ROA three-times, however, unsuccessful. The plane was eventually diverted to LYH and landed at 7:20 pm ET. The pilot told us that the radio system was broken and technically the plane lost communication. There was no communication on how we were supposed to get to our final destination. LYH airport also was closed at that time and there was no bus arrangement provided by AA. Most passengers were forced to rent a car to get to their final destination. I contacted American that night to get a reimbursement of the rental car, the agent told me instead that I should submit a request for a refund for the trip. Relied on that message, I submitted a request the following week. American denied the request and cited the reason for the diversion as weather-related. It's my bad for booking this trip on Amex Platinum vs. Chase Reserve. What would you recommend I respond to AA? Any advice would be greatly appreciated.
Would appreciate your advice on the following situation. Thanks for your help!
I was supposed to travel on a non-stop flight from LGA to ROA. The trip was scheduled to arrive at 1:20 pm. Due to flight cancellation, I was rebooked to connect at CLT. The flight was delayed and finally departed at 5:20 pm. The pilot attempted to land at ROA three-times, however, unsuccessful. The plane was eventually diverted to LYH and landed at 7:20 pm ET. The pilot told us that the radio system was broken and technically the plane lost communication. There was no communication on how we were supposed to get to our final destination. LYH airport also was closed at that time and there was no bus arrangement provided by AA. Most passengers were forced to rent a car to get to their final destination. I contacted American that night to get a reimbursement of the rental car, the agent told me instead that I should submit a request for a refund for the trip. Relied on that message, I submitted a request the following week. American denied the request and cited the reason for the diversion as weather-related. It's my bad for booking this trip on Amex Platinum vs. Chase Reserve. What would you recommend I respond to AA? Any advice would be greatly appreciated.
May 5, 2019, 11:09 am
#5
FlyerTalk Evangelist
Join Date: Nov 2003
Location: Wesley Chapel, FL
Programs: American Airlines
Posts: 30,004
May 5, 2019, 1:11 pm
#7
Suspended
Join Date: Sep 2006
Programs: AAdvantage PP
Posts: 13,913
If LYH was closed than who met the flight. If it was a contract worker than likely they had no info as far as alternative transportation. Was there anyone around that represented AA? Surely the crew got some kind of instructions.
May 5, 2019, 1:20 pm
#8
FlyerTalk Evangelist
Join Date: Apr 2001
Location: MEL CHC
Posts: 21,016
Too often on FT the word force is used when the word chose should be used.
Force
make (someone) do something against their will.
"she was forced into early retirement"
synonyms: compel, coerce, make, constrain, oblige, impel, drive, necessitate, pressurize, pressure, press, push; More
make (someone) do something against their will.
"she was forced into early retirement"
synonyms: compel, coerce, make, constrain, oblige, impel, drive, necessitate, pressurize, pressure, press, push; More
May 5, 2019, 1:24 pm
#9
Join Date: Sep 2008
Posts: 7,875
I suspect some passengers chose to rent a car.
Too often on FT the word force is used when the word chose should be used.
https://dictionary.cambridge.org/dic.../english/force
Too often on FT the word force is used when the word chose should be used.
https://dictionary.cambridge.org/dic.../english/force
"she was forced into early retirement"
How is that forced? Same way here as forced. Did she have a gun pointed to her head?
May 5, 2019, 2:38 pm
#12
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,573
AA's responsibility when a flight is diverted -- regardless of the reason for the diversion -- is set forth in the conditions of carriage:
"Delays caused by us
If the delay is our fault or you're diverted to another city, and we don't board before 11:59 p.m. local time on your scheduled arrival day, we'll arrange an overnight stay or cover the cost of an approved hotel, if available." (Emphasis added.)
Presumably, AA would be responsible for getting the diverted passengers from LYH to ROA the next day -- by bus or otherwise.
I'd suggest that the OP attempt to recoup the cost of car rental by pointing out to AA that had the OP not rented a car, AA would have been on the hook for overnight lodging at LYH, per AA's own conditions of carriage.
"Delays caused by us
If the delay is our fault or you're diverted to another city, and we don't board before 11:59 p.m. local time on your scheduled arrival day, we'll arrange an overnight stay or cover the cost of an approved hotel, if available." (Emphasis added.)
Presumably, AA would be responsible for getting the diverted passengers from LYH to ROA the next day -- by bus or otherwise.
I'd suggest that the OP attempt to recoup the cost of car rental by pointing out to AA that had the OP not rented a car, AA would have been on the hook for overnight lodging at LYH, per AA's own conditions of carriage.
Last edited by guv1976; May 5, 2019 at 2:50 pm
May 5, 2019, 5:24 pm
#13
Join Date: Apr 2006
Location: ASE
Programs: UA 1MM, AA1MM PLTPRO, Hertz PC, National EXC, Hyatt Explorist, Hilton/Marriott Gold, IHG Platinum
Posts: 3,357
I'd submit a refund request for this leg with Amex. Clearly you didn't get what you paid for, and AA denying the refund request is ridiculous.
May 5, 2019, 5:57 pm
#14
Join Date: Oct 2015
Location: NT Australia
Programs: QF WP
Posts: 4,160
AA's responsibility when a flight is diverted -- regardless of the reason for the diversion -- is set forth in the conditions of carriage:
"Delays caused by us
If the delay is our fault or you're diverted to another city, and we don't board before 11:59 p.m. local time on your scheduled arrival day, we'll arrange an overnight stay or cover the cost of an approved hotel, if available." (Emphasis added.) (my emphasis further added).
"Delays caused by us
If the delay is our fault or you're diverted to another city, and we don't board before 11:59 p.m. local time on your scheduled arrival day, we'll arrange an overnight stay or cover the cost of an approved hotel, if available." (Emphasis added.) (my emphasis further added).
May 5, 2019, 6:08 pm
#15
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,573
I have to assume that the alternate transport to the ticketed destination must depart from the diversion airport before 2359; otherwise, the provision would be (nearly) meaningless.