Jan 4, 2020, 8:31 am
Last edit by: Prospero
Welcome to the "2020 & 2021 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).
For further information on the new “ISolve” app on FA tablets allowing them to issue bonus miles compensation, see here.
In keeping with tradition, we'd like to ask members to report their compensation in the following format:
• Please, do NOT post names of non-management employees, in accordance with FlyerTalk TOS (q#69) "Respect the privacy of non-management travel service employees by not referring to them by name."
• 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):
• The U. S. Department of Transportation's official policy regarding compensation for delays or cancellations is as follows (thanks to hillrider for posting):
• Flights to/from/within Europe carry specific compensation rights, as outlined at: http://ec.europa.eu/transport/passen.../en/index.html
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:
https://www.flyertalk.com/forum/american-airlines-aadvantage/1956110-archive-questions-2019-about-guide-listing-compensation-master-thd.html]ARCHIVE: 2019 Questions about, guide to, and listing of, compensation [/url]
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
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).
For further information on the new “ISolve” app on FA tablets allowing them to issue bonus miles compensation, see here.
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
• Please, do NOT post names of non-management employees, in accordance with FlyerTalk TOS (q#69) "Respect the privacy of non-management travel service employees by not referring to them by name."
• 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:
https://www.flyertalk.com/forum/american-airlines-aadvantage/1956110-archive-questions-2019-about-guide-listing-compensation-master-thd.html]ARCHIVE: 2019 Questions about, guide to, and listing of, compensation [/url]
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
Questions about, guide to, listing of, compensation (master thread - 2020 on)
Feb 20, 2020, 5:36 am
#18
Join Date: Jul 2011
Location: North America
Posts: 2,265
Somewhere betwen 13,200 and 17,600 sounds about right to me. 10,000 isn't bad ... but 15,000 would have likely not left a sour taste in your mouth. If it is important to you, shoot them an email. If not, let it go.
Feb 20, 2020, 5:37 am
#19
Suspended
Join Date: Dec 2009
Location: En Route
Programs: Many
Posts: 6,798
I was going to call EXP. My gf was behind me in 4A and her IFE was also broken and they offered her nothing (BA OWE).
Feb 20, 2020, 5:42 am
#20
Join Date: Jul 2011
Location: North America
Posts: 2,265
Good luck. Let us know how it goes. She should definitely get some miles as well, that's not right. Hope it works out for both of you.
Feb 20, 2020, 6:41 am
#21
Join Date: May 2003
Programs: OW Emerald
Posts: 1,452
No right or wrong answer here, but I think 10K more than enough. They should also have offered a tablet for use during the flight.
Feb 20, 2020, 7:30 am
#23
Join Date: Aug 2010
Location: LAX
Programs: AA Lifetime Gold but PlatPro thanks to LPs
Posts: 4,439
Yes, your IFE should have been in working order, and yes, you should be compensated.
However, it is well known that IFE can go down. Rather than sit through a long flight with nothing to do but read the airline magazine it's a really great idea to bring your own IFE on board with you.
I always have my iPad with Kindle books and a Sudoku puzzle book. Rarely, if ever, do I use the airplane IFE.
However, it is well known that IFE can go down. Rather than sit through a long flight with nothing to do but read the airline magazine it's a really great idea to bring your own IFE on board with you.
I always have my iPad with Kindle books and a Sudoku puzzle book. Rarely, if ever, do I use the airplane IFE.
Feb 20, 2020, 7:54 am
#24
Suspended
Join Date: May 2013
Location: NYC
Programs: DL Diamond, AAdvantage EXP, Hyatt Explorist, HHonors Diamond, Avis First
Posts: 7,344
Same thing happened on the 772 on a long haul....10K miles proactively offered to me via iSolve.
It actually ended up being fine....I drank a lot of wine while reading an US Weekly I happened to have and passed out.....woke up right before landing haha.
It actually ended up being fine....I drank a lot of wine while reading an US Weekly I happened to have and passed out.....woke up right before landing haha.
Feb 20, 2020, 8:09 am
#25
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,241
Flew LHR-DFW a couple of years ago and the entire 77W IFE/wifi was down. Was proactively given 10k miles or thereabouts by AA customer service. Flight wasn't too bad as everyone in the J cabin was passing around whatever we had with us, such as magazines and books so we could share.
I did write to AA CS after as well, not in search of additional comp, but to provide feedback on the process. The IFE was down in JFK before the aircraft even left for LHR and then spent many hours on the ground in LHR prior to our flight during which period AA did not tell us diddly-squat. We only found out after boarding. AA should have made announcements in the boarding area and lounge which would have allowed many of us to go stock up on a few extra books.
I did write to AA CS after as well, not in search of additional comp, but to provide feedback on the process. The IFE was down in JFK before the aircraft even left for LHR and then spent many hours on the ground in LHR prior to our flight during which period AA did not tell us diddly-squat. We only found out after boarding. AA should have made announcements in the boarding area and lounge which would have allowed many of us to go stock up on a few extra books.
Feb 20, 2020, 8:19 am
#26
FlyerTalk Evangelist
Join Date: Nov 2003
Location: Wesley Chapel, FL
Programs: American Airlines
Posts: 30,005
Feb 20, 2020, 8:36 am
#27
Join Date: Jun 2013
Location: Roswell, GA
Programs: AA EXP 2.8m,Lifetime PLT, Hilton Diamond, IHG PlLT, SPG Gold
Posts: 3,191
OP, what would you like AA to give you?
if you feel the 10K was not enough... you can always email AA CS and see what they are willing to give.
remember what you paid for a J seat, is not going to really play that much in terms of comp
if you feel the 10K was not enough... you can always email AA CS and see what they are willing to give.
remember what you paid for a J seat, is not going to really play that much in terms of comp
Feb 20, 2020, 9:52 am
#28
Join Date: Mar 2015
Location: Austin, TX - AUS
Programs: AA Platinum, Hilton, Hyatt, IHG, Marriott
Posts: 1,625
You actually got 10k miles as compensation? AA is being generous here. That's more than what many people get, which is a "sorry for the inconvenience" note.
Feb 20, 2020, 9:53 am
#29
Join Date: Mar 2016
Location: SAN
Programs: AA CK, Hyatt Globalist
Posts: 839
Yes, your IFE should have been in working order, and yes, you should be compensated.
However, it is well known that IFE can go down. Rather than sit through a long flight with nothing to do but read the airline magazine it's a really great idea to bring your own IFE on board with you.
I always have my iPad with Kindle books and a Sudoku puzzle book. Rarely, if ever, do I use the airplane IFE.
However, it is well known that IFE can go down. Rather than sit through a long flight with nothing to do but read the airline magazine it's a really great idea to bring your own IFE on board with you.
I always have my iPad with Kindle books and a Sudoku puzzle book. Rarely, if ever, do I use the airplane IFE.
Feb 20, 2020, 10:30 am
#30
Suspended
Join Date: Sep 2006
Programs: AAdvantage PP
Posts: 13,913
Yes, your IFE should have been in working order, and yes, you should be compensated.
However, it is well known that IFE can go down. Rather than sit through a long flight with nothing to do but read the airline magazine it's a really great idea to bring your own IFE on board with you.
I always have my iPad with Kindle books and a Sudoku puzzle book. Rarely, if ever, do I use the airplane IFE.
However, it is well known that IFE can go down. Rather than sit through a long flight with nothing to do but read the airline magazine it's a really great idea to bring your own IFE on board with you.
I always have my iPad with Kindle books and a Sudoku puzzle book. Rarely, if ever, do I use the airplane IFE.