This week the Compensation Clinic case is from a LoyaltyLobby reader’s issue with American Airlines due to IAD-LAX flight cancellation.
Here’s the information that the reader sent me:
– Award ticket booked using AA miles HEL-LHR (AY) LHR-IAD (BA) IAD-LAX (US). J/J/F.
– IAD-LAX flight cancelled.
– Rebooked on UA IAD-SAN in Y (downgraded). SAN was requested by me as it was my final destination.
– Got a $100 voucher (per attached email) and no other compensation or miles reimbursement
Here’s the response from AA:
Thank you for contacting Customer Relations. On behalf of US Airways and the new American Airlines, we appreciate the opportunity to address your concerns.
I’m sorry you encountered delays during your travel with us. I understand how frustrating this must have been. Our records show that mechanical issues were the cause of these difficulties and this is not something we take lightly. Safety is our first priority in these situations as well as getting our passengers to their destinations as quickly as possible. Again, I’m truly sorry for this disappointing experience.
As a gesture of goodwill and to encourage your continued business, we’ve made arrangements for an eVoucher (via a separate email) for you to use toward the purchase of a ticket to travel with us.
In view of the details you recounted, we have forwarded your request to our Passenger Refunds department for their review and consideration of any applicable refund for your downgrade in class of service due to your reaccommodation on United Airlines. Once the adjustment is processed by the accounting specialists in that department, a credit will be issued to your credit card account. Depending on your bank billing cycles, it could take up to 2 cycles for the credit to be reflected on a statement. In addition, you can track the status of your refund via AA.com at the following link:https://www.refunds.aa.com (please allow 2 business days before checking).
American Airlines mailed a $100 transportation voucher to the reader that is living in Barcelona. The voucher can only be used towards AA flights. How is he supposed to use it?
I have never been impressed with American Airlines customer relations. They only tend to get it when you file complaint via DOT or Small Claims case against the airline.
The airline tends to always blame “mechanical issues” that could be avoided by having adequate maintenance and some slack in the case airframe must be taken out for repairs.