American Airlines Experience

[2BOYMOM]

For those of you that have had a similar experience, how did you deal with this? What compensation did you receive from AA?

Story:

Our flight was scheduled to leave RDU at 3:04pm Wednesday, Feb 16. We were late boarding because the plane was late arriving from the previous flight. When we did board, we sat on the plane at the gate until almost 4:30pm. We didn't arrive in Miami until almost 6:30pm, causing us to miss our connecting flight (to Orlando), which was around 6pm. We were told to go immediately to the gate which the next Orlando flight was leaving from (schedule to depart around 7:45pm). We arrived at the gate and had already been put on stand-by. There were a remarkable amount of people from various other flights on stand-by also. We were told we were "too far down on the list" and were not able to board this flight. We were given hotel vouchers, meal vouchers and were told to be back at the airport in the am and we would be on stand-by for the 7am flight. Well, to make a long story short, my DS12 and I did get on this flight, but my DH and my DS15 did not. DS12 and I sat in Orlando airport for 4 hours waiting for DS15 and DH to finally get on a flight and arrive. The AA employees were not being nasty by any means, but they did have a remarkable "that's life" attitude.

We are requesting compensation from AA for our first night's room charge at All Star Sports (which didn't happen) and for our first day park tickets. We didn't arrive at EPCOT until almost 5pm that day. I had to cancel our PS and I was so tired by that time, I don't even remember what we did. I would also like to receive some extra Advantage Miles for our time and trouble (and the fact we wore the same clothes for 2 days!).

Any suggestions?


Kim

 

[CarolA]

You are probably not going to get the compensation. They compensated you for the night that is pretty much all you are going to get. (Did you consider just renting a car and driving from Miami? I have done that when Miami gets backed up!)

 

[2BOYMOM]

Yes, I did want to do that but we had no idea how long of a drive it was. The AA representative was saying "it's about a 5 hour drive". It was past 8:30pm at that time and my DH didn't want to drive. We did find out later that it wasn't 5 hours, but much less. Not sure why she told us that, maybe didn't want us insisting they pay for rental car??

It was just an ugly, ugly experience and not a great way to start our much anticipated trip. I guess it is pretty much the norm though for airlines to overbook flights (which all of these flights were).

 

[gw_lit]

If the delays were caused by weather (even in other cities, i.e. your plane from RDU was delayed because of weather in New York prevented it from leaving LaGuardia, or there were weather delays earlier in the day in Miami and things got backed up), you're not entitled to any compensation from the airlines. A nicely worded letter to customer service may gain you some extra frequent flyer miles, but don't expect cash, if you would get anything it will be vouchers to be used on a future flight.

Since you accepted hotel and meal vouchers, the airline is considering that you accepted compensation for your delay. This isn't unique to American Airlines, it happens on all of them.

 

[2BOYMOM]

It wasn't weather. The plane from RDU was leaking some type of fluid and they repaired it while everyone sat on the plane for over 1 hour.

I don't want to make any $$ from them, I just think we should be compensated for the $$ we lost because of them. AA doesn't have a phone number to call anymore when you have a "situation". You now have to e-mail (which my DH has done) or fax them. When DH called the main AA number he was informed that they no longer have a customer service phone number because people where on hold for so long and they because even more angry. Sorry, I just found that funny!

 

[dudspizza]

I don't know the answer to this, but does AA have agreements with other airlines where they could have put you on another carrier to get you to your destination?

Many times the legend carriers have this type of agreement.... obviously they didn't offer this, so maybe it wasn't an option.

This sounds like a horrible way to start a vacation and I wouldn't wish it on anyone. This is one of the reasons so many people are upset with the airline industry. If airlines were more customer service oriented... maybe they would be making more money!

Duds

 

[gw_lit]

Since it was a maintenance delay, you may be entitled to something then. I didn't mean to imply your were trying to make money off of the situation. I know its a frustrating situation, especially when you lose vacation time.

You may want to take time to send a letter by mail also.

American Airlines Customer Relations
Mail Drop 2400
P.O. Box 619612
Dallas/Ft. Worth Airport, TX 75261-9612

And of course, I do find it quite ironic that customer service by phone was so bad that they had to discontinue it.

 

[2BOYMOM]

I didn't mean to imply your were trying to make money off of the situation.

No, problem, I didn't take it that way.

If airlines were more customer service oriented... maybe they would be making more money!

We should have just driven from home (9 1/2 hours). Would have arrived much sooner and saved much $$$! Think I'll keep that in mind next time.

I think one of the worse things was having to wear the same clothes for 2 days (I did have my make-up though)! Our luggage did arrive in Orlando without us. Guess I'm lucky for that.

 

[CarolA]

You may get lucky. My experience with AA is that customer service is low on thier list. I have abandoned them it at all possible.

 

[2BOYMOM]

Thanks, I'll let you know what happens!




Kim

 

[Cora]

Kim,
I assume you didn't have trip insurance? Hope this works out...AA is awful at customer service, I hope you are the exception to the rule.

 

[Okiemom]

We flew 5 years ago on AA and the flight from Orlando back to OK was overbooked. I had purchased my seats 9 months out, 5 of us, so we were seating 3 and 2 in the rows. Well, they switched to a different plane and we were separated 3 different places. I had to put my youngest son with teenager daughter, middle daughter with dad, and me by my lonely self by 2 college guys. It was yuck. I asked the girl at the AA check-in, could we not at least get us in just 2 groups. She answered, " I should feel lucky I even have a seat!", EXCUSE ME!!! I paid full price , 9 months out, and I should feel lucky I have a seat! Lucky for her, I am not a "blow up type" person, but I thought that was a stupid statement to say.
Two years ago, flew SW.
This Nov. we are doing AA again, since I have enough miles to get us there, but I really am praying we have better luck this time.