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  • Report:  #1356199

Complaint Review: American Airlines - Internet

Reported By:
Sandra - Canandaigua, New York, USA
Submitted:
Updated:

American Airlines
Internet, USA
Categories:
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My daughter had a flight scheduled for Monday, February 13th (Buffalo to Philadelphia) at 6:00 a.m.   She needed to get back to school after visiting friends in Buffalo.  At 6:02 a.m. on February 11th she received notification that that flight had been cancelled.  She rescheduled for a 5:50 p.m. flight on Sunday, February 12th (losing a day of her trip).  She received several notification on Sunday that flight was delayed but to go to the airport.  After waiting in the airport for over 4 hours, she was told the flight was cancelled due to mechanical difficulties with the flight.  She was rescheduled for the 6:00 a.m. flight (which all of a sudden was re-instated) on February 13th (her original flight).  She was told that flight was going to be delayed until 7:30 a.m., but to still get to the airport at 4:00 a.m. just in case it did leave on time at 6:00 a.m.  Of course, it didn't it left a 7:50 a.m.   I feel strongly that she should be compensated for this!  They gave her 10,000 miles -- really?  She had taxi costs, food costs, and she lost a lot of her personal time for flights that were delayed not due to weather!  Very very poor customer service.  When you try contacting American Airlines, you can not talk to anyone on the phone -- you have to email them.  They are polite -- but to the point that there is not other way to escalate the decision!  I will never fly them again!  Thanks.



2 Updates & Rebuttals

American Airllines

#2Author of original report

Thu, February 16, 2017

She did not pay for the trip with miles, she paid $350 -- but they chose to compensate her with miles which means absolutely nothing to her (10,000 miles gets you Nothing). She lost a whole day with the friends that she went to visit because she spent Sunday afternoon/evening in the airport instead of with friends (Sunday was NOT the day she planned to travel back but because of the cancellation, and school committments, she had to book the Sunday flight after the Monday morning cancellation).  She also paid for a taxi back and forth and THEN AGAIN Monday when she went back to the airport for the second time. She is a college student with limited funds!   My point is that she was FORCED to reschedule because of Mondays cancellation, THEN they cancel her rescheduled Sunday flight, AND THEN the Monday flight was re-instated and still late!  In the years I have travelled typically airlines would compensate you vouchers for mechanical type issues  -- yes, that is a expectation I have and most people would feel the same way (I get weather is beyond their control).  Customer satisfaction doesn't seem to matter to them anymore. 


Robert

Irvine,
California,
USA
Entitled Much?

#3Consumer Comment

Thu, February 16, 2017

This isn't a case of them not giving her any compensation, it is that the compensation they offered is NOT what you wanted and in some strange "entitlement" mentality think she is somehow entitled to what YOU think.

In the end she was delayed to her final destination on her return trip by about 2 hours from the originally scheduled time. Now, to get to that point was quite a bit of changes, and she did lose a couple of hours and shuffling but again in the end the result was she was about 2 hours late on her return trip.

So for this they offered her what is equivalent to the number of miles required to fly one-way from Buffalo to Philadelphia on most days(it looked to vary between 7500 and 10,000 miles with an advanced purchase). In effect giving her a free trip, or a credited equivalent toward a longer or more popular flight.

Now, why would they give her miles? Perhaps she paid for this trip with miles? In which case this is perfectly

logical that she gets the credit in the same way it was paid for. Perhaps she is a frequent flyer that already has an account.

Out of curiosity how much of a "voucher" would have satisfied YOU for YOUR DAUGHERTS's delay?

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