Will AA give me trouble about a $1300 hotel refund request?
Mar 11, 2024, 9:48 pm
#1
Original Poster
Join Date: Feb 2002
Posts: 3,904
Will AA give me trouble about a $1300 hotel refund request?
Long story but here is short version.
-ELH-CLT-DCA.
-ELH-CLT ready for on-time departure. Couldn't get door closed. Try to get on-call mechanic to airport. It takes him 4 hours to get to the airport.
-This was sitting on the plane. He shows up and immediately fixes the problem but crew is now out of hours.
-According to ELH agent this has never happened there before (overnight delay). They are really scrambling. It's now Saturday night on a small island at the height of spring break.
-AA ELH manages to find "cottages" for some people but then run out.
-They tell us to find our own hotels. By now it's night.
-The only hotel was $1300/night and required a taxi from the airport to the dock and then a water taxi. Repeat next day to get back to airport.
-The crew happened to be sent to the hotel too.
-ELH agent tells us to find own hotel. I specifically ask if there is a limit (not there was a choice and you could not stay in the little airport overnight) and was told they didn't think so.
-Any advice when I submit expenses to AA? It was literally this or spend the night on the street.
And don't get me started about the next day. Extra section schedule for 8am but departed at 1:30pm.
-ELH-CLT-DCA.
-ELH-CLT ready for on-time departure. Couldn't get door closed. Try to get on-call mechanic to airport. It takes him 4 hours to get to the airport.
-This was sitting on the plane. He shows up and immediately fixes the problem but crew is now out of hours.
-According to ELH agent this has never happened there before (overnight delay). They are really scrambling. It's now Saturday night on a small island at the height of spring break.
-AA ELH manages to find "cottages" for some people but then run out.
-They tell us to find our own hotels. By now it's night.
-The only hotel was $1300/night and required a taxi from the airport to the dock and then a water taxi. Repeat next day to get back to airport.
-The crew happened to be sent to the hotel too.
-ELH agent tells us to find own hotel. I specifically ask if there is a limit (not there was a choice and you could not stay in the little airport overnight) and was told they didn't think so.
-Any advice when I submit expenses to AA? It was literally this or spend the night on the street.
And don't get me started about the next day. Extra section schedule for 8am but departed at 1:30pm.
Mar 11, 2024, 9:59 pm
#2
Join Date: May 2008
Location: PHL (kinda, no airport is really close)
Programs: AA Exp, but not sure for how long. Enterprise Platinum woo-hoo!
Posts: 4,551
It's hard to imagine that they won't give you an argument, but it seems like a unique situation.
It was clearly Mx so they are obligated to provide lodging. Usually they give you a voucher at the airport. My personal opinion is that once they decided to not do that, they gave up the right to cost-control it. I'm not saying that they should pay for a $25K/night suite at Caesar's Palace if it had been Vegas, but I'd put the "burden of proof" on them to prove the cost was excessive.
It was clearly Mx so they are obligated to provide lodging. Usually they give you a voucher at the airport. My personal opinion is that once they decided to not do that, they gave up the right to cost-control it. I'm not saying that they should pay for a $25K/night suite at Caesar's Palace if it had been Vegas, but I'd put the "burden of proof" on them to prove the cost was excessive.
Mar 11, 2024, 10:22 pm
#3
FlyerTalk Evangelist
Join Date: Aug 2012
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Just send the receipt with a very concise explanation of what happened. Flight xyz was delayed, agent instructed passengers to find hotels, this was the only hotel available, here is the receipt.
Mar 11, 2024, 11:25 pm
#4
Join Date: Dec 2012
Location: Phoenix, AZ
Programs: Starwood Gold, Hilton Gold, Mariott Gold, AMEX Plat, US CP
Posts: 273
I think you will have a big problem unfortunately. Anytime I've booked my own hotel after a AA maintenance meltdown, they always come back with the maximum rate for your aea is $115.00 per night so that is all we will reimburse for. Hopefully this is not the case for you.
Will
Will
Mar 11, 2024, 11:27 pm
#5
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Location: Not here; there!
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I think that it is also important to note that the OP stayed at the same property as the crew. That is something that AA should be able to verify.
Mar 12, 2024, 5:44 am
#8
Join Date: Jan 2009
Location: OKC
Programs: IHG Spire, National Exec, AA Plat
Posts: 2,274
And I'm sure AA gets a much better rate than the guy that has to book at the last minute with no corporate affiliation, unfortunately.
Mar 12, 2024, 6:01 am
#9
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Mar 12, 2024, 8:39 am
#11
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Posts: 16,857
Hope you were able to book via AA Hotels, earn some nice pile of LPs and maybe 10X RDM with an executive card 
I have no experience with situations like this, but hopefully you kept documentation that can help prove that nothing else was available. E.g. screenshots from hotel booking apps. I suspect if AA refuses to pay and you file a complaint with the DOT, they will eventually end up paying.
I have no experience with situations like this, but hopefully you kept documentation that can help prove that nothing else was available. E.g. screenshots from hotel booking apps. I suspect if AA refuses to pay and you file a complaint with the DOT, they will eventually end up paying.
Mar 12, 2024, 9:07 am
#12
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You're likely in for a battle over the amount. The CoC is also not your friend here.
https://www.aa.com/i18n/customer-ser...f-carriage.jsp
If they do offer reimbursement, it may be at their typical rate in that city.
If the disruption 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. We don’t guarantee reimbursement for hotel expenses if you book directly without written authorization from American Airlines.
https://www.aa.com/i18n/customer-ser...f-carriage.jsp
If they do offer reimbursement, it may be at their typical rate in that city.
Mar 12, 2024, 9:19 am
#13
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Mar 12, 2024, 10:55 am
#14
Join Date: Jan 2009
Location: OKC
Programs: IHG Spire, National Exec, AA Plat
Posts: 2,274
You're likely in for a battle over the amount. The CoC is also not your friend here.
https://www.aa.com/i18n/customer-ser...f-carriage.jsp
If they do offer reimbursement, it may be at their typical rate in that city.
https://www.aa.com/i18n/customer-ser...f-carriage.jsp
If they do offer reimbursement, it may be at their typical rate in that city.
Mar 12, 2024, 11:02 am
#15
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$1300 hotel room!? Wow I've never even heard of a hotel room that expensive. Were there no other lower priced options? Did you have travel insurance? I feel for you because AA is going to tell you to pound sand and reimburse you on some established "market rate". Good luck.