AA ignores oneworld protection when mech causes delay
Sep 2, 2019, 11:54 am
#1
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AA ignores oneworld protection when mech causes delay
https://onemileatatime.com/american-ruined-my-trip/
anyone see see this story from OMAAT? Seems Mike was in the right here according to AA policy but they refused to honor separate oneworld ticket protections in a way that wouldn’t result in him missing his return ticket as well.
what should he have done in this situation? You escalate this 4x and are told no protections when you’re clearly protected, what then? Can’t charge back on the credit card for the Iberia long haul itinerary since it’s AA’s fault, they refuse to provide a refund. What then? Lawsuit? Should he have taken the offered flight that would cause him to miss his return then deal with getting home once there?
anyone see see this story from OMAAT? Seems Mike was in the right here according to AA policy but they refused to honor separate oneworld ticket protections in a way that wouldn’t result in him missing his return ticket as well.
what should he have done in this situation? You escalate this 4x and are told no protections when you’re clearly protected, what then? Can’t charge back on the credit card for the Iberia long haul itinerary since it’s AA’s fault, they refuse to provide a refund. What then? Lawsuit? Should he have taken the offered flight that would cause him to miss his return then deal with getting home once there?
Sep 2, 2019, 12:52 pm
#2
Join Date: Aug 2012
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https://onemileatatime.com/american-ruined-my-trip/
anyone see see this story from OMAAT? Seems Mike was in the right here according to AA policy but they refused to honor separate oneworld ticket protections in a way that wouldn’t result in him missing his return ticket as well.
what should he have done in this situation? You escalate this 4x and are told no protections when you’re clearly protected, what then? Can’t charge back on the credit card for the Iberia long haul itinerary since it’s AA’s fault, they refuse to provide a refund. What then? Lawsuit? Should he have taken the offered flight that would cause him to miss his return then deal with getting home once there?
anyone see see this story from OMAAT? Seems Mike was in the right here according to AA policy but they refused to honor separate oneworld ticket protections in a way that wouldn’t result in him missing his return ticket as well.
what should he have done in this situation? You escalate this 4x and are told no protections when you’re clearly protected, what then? Can’t charge back on the credit card for the Iberia long haul itinerary since it’s AA’s fault, they refuse to provide a refund. What then? Lawsuit? Should he have taken the offered flight that would cause him to miss his return then deal with getting home once there?
Sep 2, 2019, 1:06 pm
#3
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I'm not 100% sure that AA violated their policy here. Does it matter that neither ticket was issued on AA stock? (I honestly don't know.) And AA ultimately did offer to get the passenger to DBV. The fact that the passenger would have gotten to DBV too late to catch his return flight might not matter: the passenger did not have a connection in DBV; rather, DBV was his point of turnaround.
Last edited by guv1976; Sep 2, 2019 at 3:11 pm
Sep 2, 2019, 1:28 pm
#4
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I'm not 100% sure that AA violated there policy here. Does it matter that neither ticket was issued on AA stock? (I honestly don't know.) And AA ultimately did offer to get the passenger to DBV. The fact that the passenger would have gotten to DBV too late to catch his return flight might not matter: the passenger did not have a connection in DBV; rather, DBV was his point of turnaround.
Sep 2, 2019, 1:33 pm
#5
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There is no current written policy that protects in separate PNRs, only if in same PNR. There once was, but it changed earlier this year (or late last).
Sep 2, 2019, 1:47 pm
#6
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Sep 2, 2019, 2:12 pm
#7
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Sep 2, 2019, 2:25 pm
#8
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Thank you Jon. How do we point it out to someone (with AA) so they can find it. Is there a specific site or manual?
And if I understand your tweet, there has been language added re change in connecting city not allowed?
And if I understand your tweet, there has been language added re change in connecting city not allowed?
Sep 2, 2019, 3:01 pm
#9
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The first question, I actually have to ask what section of their webref that's in for direction-to-agent purposes.
Sep 2, 2019, 3:02 pm
#10
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Both IB and the fact that these were avios tickets are red herrings.
Day of travel made this AA's issue and the method of payment does not change anything. Once it was AA's problem, it was AA's policies.
Day of travel made this AA's issue and the method of payment does not change anything. Once it was AA's problem, it was AA's policies.
Sep 2, 2019, 3:13 pm
#11
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The confusing thing to me is what AA is supposed to do with the "same connecting point" language. It would seem to be within policy not to route the passenger PHX-PHL-DBV, for example, or PHX-LHR-DBV, because the original itinerary, taken together, is PHX-HNL-etc...Are they supposed to re-route the passenger from the origin of the first ticket as directly as possible to the connecting point on the second ticket? Or treat the origin of the second ticket as the connecting point?
Sep 2, 2019, 3:15 pm
#12
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who says you cant learn something new any more
I would have thought that all AA was responsible for was to get the OP to HNL since that was the final destination of their tkt, and even if the OP had a 2nd tkt on AA out of HNL that since it was a different tkt then the one that ran into the problem that AA was under no obligations to say simply put the OP on an AA flight from PHX instead. Yet go figure AA would have to take care of the OP as long as the next tkt was also a OW flight
I would understand AA was responsible had it all been on 1 tkt but not if more then 1
Good info to know
I would have thought that all AA was responsible for was to get the OP to HNL since that was the final destination of their tkt, and even if the OP had a 2nd tkt on AA out of HNL that since it was a different tkt then the one that ran into the problem that AA was under no obligations to say simply put the OP on an AA flight from PHX instead. Yet go figure AA would have to take care of the OP as long as the next tkt was also a OW flight
I would understand AA was responsible had it all been on 1 tkt but not if more then 1
Good info to know
Sep 2, 2019, 3:20 pm
#13
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Well, the second part, I -think- that was added a pretty good time ago (presumably (but really speculation on my part) around the time they removed it from public-facing page(s)) Not sure when that condition was added exactly.
The first question, I actually have to ask what section of their webref that's in for direction-to-agent purposes.
The first question, I actually have to ask what section of their webref that's in for direction-to-agent purposes.
Sep 2, 2019, 3:22 pm
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