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AA Reservation Cancelation Mishap  
User currently offlineJetBlueAUS From United States of America, joined Apr 2006, 1145 posts, RR: 8
Posted (7 years 5 months 2 weeks 4 days 7 hours ago) and read 1803 times:

On July 11, I flew IAH-DFW-MTJ. The flights were great. However, on the DFW-MTJ the pilots recieved a bogus weather report and said that the weather in MTJ was 98 degrees, and they couldn't legally land the plane in that weather. (Weird, right?) Well, they cancelled the flight. Well... later on, they rescheduled it after AA had contacted the pilots saying that the weather was really only 84 degrees. Well, when AA cancelled our flight they cancelled our DFW-MTJ reservation. Now - I am in MTJ, and just checked my AA Frequent Flyer account and it says that my reservation has been cancelled. Now it seems like I can't get back to IAH unless I buy another ticket. Should I just go to the airport and talk to a check-in agent tomorrow? I am not calling the 1-800 number, that will take ages.


Not all of us can be heroes, some of us can only stand on the sidewalk and clap as they go by.
15 replies: All unread, jump to last
 
User currently offlineIkramerica From United States of America, joined May 2005, 21589 posts, RR: 59
Reply 1, posted (7 years 5 months 2 weeks 4 days 7 hours ago) and read 1788 times:

Yes, go tomorrow. There will be a record of the reservation. But I would also call them now, just put the phone on speaker and wait to talk to someone. They can and will fix it over the phone...


Of all the things to worry about... the Wookie has no pants.
User currently offlineFLY2LIM From United States of America, joined May 2004, 1188 posts, RR: 10
Reply 2, posted (7 years 5 months 2 weeks 4 days 7 hours ago) and read 1788 times:

Quoting JetBlueAUS (Thread starter):
On July 11, I flew IAH-DFW-MTJ. The flights were great. However, on the DFW-MTJ the pilots recieved a bogus weather report and said that the weather in MTJ was 98 degrees, and they couldn't legally land the plane in that weather. (Weird, right?) Well, they cancelled the flight. Well... later on, they rescheduled it after AA had contacted the pilots saying that the weather was really only 84 degrees. Well, when AA cancelled our flight they cancelled our DFW-MTJ reservation. Now - I am in MTJ, and just checked my AA Frequent Flyer account and it says that my reservation has been cancelled. Now it seems like I can't get back to IAH unless I buy another ticket. Should I just go to the airport and talk to a check-in agent tomorrow? I am not calling the 1-800 number, that will take ages.

The only thing that I notice about this whole thread is that you are assuming a lot. AA has flown you to MTJ, as stated in the "contract" you purchased, known as your ticket. They have an obligation to fly you back since, as you claim, you have done nothing to violate your end of the contract. You could, in theory, show up the day of your flight and they'd have to accomodate you, but it could take a long time and you could miss that flight. Your seats have probably been reassigned, etc. I would go to the airport counter as soon as possible (I think you fly back on Saturday) and take care of this problem. Give yourself ample time. I think you underestimate the 800 number. They always resolve my issues, often better than expected. You'd have an answer right away if you called tonight.
By the way, where's MTJ?
Good luck,

FLY2LIM



Faucett. La primera linea aerea del Peru.
User currently offlineJetBlueAUS From United States of America, joined Apr 2006, 1145 posts, RR: 8
Reply 3, posted (7 years 5 months 2 weeks 4 days 7 hours ago) and read 1779 times:

Quoting FLY2LIM (Reply 2):
By the way, where's MTJ?

Montrose, CO.

I'll try it all tomorrow. I'm pretty tired to call tonight. I'll just head to the airport in the morning, its only 5 minutes away.



Not all of us can be heroes, some of us can only stand on the sidewalk and clap as they go by.
User currently offlineArcrftLvr From United States of America, joined Nov 2006, 826 posts, RR: 0
Reply 4, posted (7 years 5 months 2 weeks 4 days 7 hours ago) and read 1772 times:

I would trying calling now rather than changing it at the airport. It will save you a headache if you are trying to correct the issue the day of the flight, especially if for some reason the return flight is full and the can't/won't accommodate you.

Good luck...


User currently offlineJetBlueAUS From United States of America, joined Apr 2006, 1145 posts, RR: 8
Reply 5, posted (7 years 5 months 2 weeks 4 days 7 hours ago) and read 1766 times:

I'm calling... I don't want to deal with it.


Not all of us can be heroes, some of us can only stand on the sidewalk and clap as they go by.
User currently offlineIkramerica From United States of America, joined May 2005, 21589 posts, RR: 59
Reply 6, posted (7 years 5 months 2 weeks 4 days 7 hours ago) and read 1764 times:

Quoting JetBlueAUS (Thread starter):
(Weird, right?)

It might have had something to do with not being able to take off again. Hot + high + ERJ = trouble. But the runway is pretty long, so not sure if 98 degrees + 10000 feet runway is really that restrictive. Maybe an ERJ expert knows?



Of all the things to worry about... the Wookie has no pants.
User currently offlineJetBlueAUS From United States of America, joined Apr 2006, 1145 posts, RR: 8
Reply 7, posted (7 years 5 months 2 weeks 4 days 7 hours ago) and read 1751 times:

Quoting Ikramerica (Reply 6):
It might have had something to do with not being able to take off again. Hot + high + ERJ = trouble. But the runway is pretty long, so not sure if 98 degrees + 10000 feet runway is really that restrictive. Maybe an ERJ expert knows?

Yeah, it was a CRJ.

I'm on the phone with an AA representative now, I'm on hold. Haha, oh well... just as long as I can get home. I've had some recent trouble with AA, and it really stinks because they are really a decent airline and I always enjoy their on board service.

About a week and a half ago I was flying CLL-DFW, and my flight was cancelled. They rebooked me on the 6:25PM flight but it was cancelled too. (I was originally on the 2:55PM flight) Well, AA was really nice and rerouted me on Continental from CLL-IAH-DFW. They even said since you've been here since the 2:55PM flight, your flight's on us. Well, the CLL-IAH was about 10 minutes late, and my IAH-DFW flight was about 2 hours late. Which was okay, everyone was nice about it. (AA and CO). Terrible weather in Dallas.

Now, this happened... I am no where near saying that I will never fly AA again, I just hate that this happened. Especially since they upgraded me to First on my IAH-DFW flight for $45 bucks!   There workers have been really nice lately too.

[Edited 2007-07-14 07:24:14]


Not all of us can be heroes, some of us can only stand on the sidewalk and clap as they go by.
User currently offlineIkramerica From United States of America, joined May 2005, 21589 posts, RR: 59
Reply 8, posted (7 years 5 months 2 weeks 3 days 21 hours ago) and read 1648 times:

You think that's bad, as a kid in 1987 at new years (jan 3), my family went to Australia on AA and QF on one ticket. EWR-SFO-SYD, MEL-SYD-SFO-EWR.

On the return, there was an issue with the QF flight MEL-SYD, so QF and UA combined their flight to get people to SYD. Everything seemed fine. We got onto the SYD-SFO flight.

Come to SFO, we find out AA had canceled the rest of our tickets, because we "failed to take one leg of our journey." On the holiday weekend, there were no seats, and AA was not very good about fixing their error.

They split up our family, sending my 17 year old brother on one flight direct to EWR, and me and my mom and sister on another flight via DFW, and made me sit in a jumpseat to DFW.

It was a very stressful trip for a Mom with 3 kids, all thanks to an AA screwup.

Nice to see AA is still canceling tickets by mistake.

Let us know how it turned out if you can.



Of all the things to worry about... the Wookie has no pants.
User currently offlineN822ME From , joined Dec 1969, posts, RR:
Reply 9, posted (7 years 5 months 2 weeks 3 days 21 hours ago) and read 1646 times:

Happens if they didn't do the protection right.

If you wait until check-in to let them know, you may find yourself without a seat. Call in advance, you may have to wait on hold, but you'll stand a better chance of getting your original res back.

And $45 to upgrade a what, 40 minute flight? You're the kind of customer AA must like.


User currently offlineJetBlueAUS From United States of America, joined Apr 2006, 1145 posts, RR: 8
Reply 10, posted (7 years 5 months 2 weeks 3 days 17 hours ago) and read 1517 times:

Quoting Ikramerica (Reply 8):
Let us know how it turned out if you can.

Everything's fine, the representative was very helpful. He reinstated my previous itinerary. I leave the 16th.



Not all of us can be heroes, some of us can only stand on the sidewalk and clap as they go by.
User currently offlineBNinMSY From United States of America, joined Nov 2005, 332 posts, RR: 0
Reply 11, posted (7 years 5 months 2 weeks 3 days 16 hours ago) and read 1433 times:

It's all about how the agents that worked your DFW-MTJ flight closed the flight at departure. Evidently the didn't do it properly.

Every airline should have the efficient, professional and helpful staff that AA has in reservations - I think if you phone them - they will see the situation as it is and reinstate you right away.

BTW, if you had used a SABRE powered travel agency they would have seen this happen instantly and fixed the issue the day or day after it happened. Just a thought - for what it's worth.

I hope you are home by now... and had a pleasant trip!

(I also give high marks for WN REservations - very professional, helpful and efficient!)


User currently offlineAnalog From United States of America, joined Jul 2006, 1900 posts, RR: 1
Reply 12, posted (7 years 5 months 2 weeks 3 days 7 hours ago) and read 1295 times:

Quoting BNinMSY (Reply 11):
I also give high marks for WN REservations - very professional, helpful and efficient!)

Unless the weather gets messed up and you have to wait 20-30 minutes to talk to a person to get flight status info. Where are the automated systems when you need them?


User currently offlineFLY2LIM From United States of America, joined May 2004, 1188 posts, RR: 10
Reply 13, posted (7 years 5 months 2 weeks 3 days 6 hours ago) and read 1267 times:

Quoting Ikramerica (Reply 8):
You think that's bad, as a kid in 1987 at new years (jan 3), my family went to Australia on AA and QF on one ticket. EWR-SFO-SYD, MEL-SYD-SFO-EWR.

Don't mean to spoil your party, but isn't going back TWENTY years a bit excessive? Reservations systems, the entire airline, and several other factors have since changed significantly. I often wonder if some people (and I am NOT implying you are, just in general) don't go out of their way to bash AA.

Quoting JetBlueAUS (Reply 10):
Everything's fine, the representative was very helpful. He reinstated my previous itinerary. I leave the 16th.

You're welcome! I knew they'd take care of you. What you don't specify is whether or not the 16th was the date of your intended return. You had mentioned Saturday as they day you were going to the airport. Does this represent a 2 day delay, or did they send you back on the original return date? I know you say "previous itinerary" but I'm not sure it's on the original date.

Quoting JetBlueAUS (Reply 7):
About a week and a half ago I was flying CLL-DFW, and my flight was cancelled. They rebooked me on the 6:25PM flight but it was cancelled too. (I was originally on the 2:55PM flight) Well, AA was really nice and rerouted me on Continental from CLL-IAH-DFW. They even said since you've been here since the 2:55PM flight, your flight's on us. Well, the CLL-IAH was about 10 minutes late, and my IAH-DFW flight was about 2 hours late. Which was okay, everyone was nice about it. (AA and CO). Terrible weather in Dallas.

Don't forget to email customer service detailing the inconvenience caused by two cancelations. They should be sending you something, like a travel voucher, for your inconvenience, particularly if you have any sort of "status" with them.

As an added note, we bought tickets on AA back in October, 2006 for a cruise we are taking next week. Well, one of the parties had an operation in January and, because of that, is unable to travel. I wrote an email to customer service requesting a refund, MINUS the penalty fee, which we were willing to pay. They wrote back saying they would refund the fare PLUS they would waive the penalty fee. We were not cheating them, my relative truly cannot travel, but it didn't take much to convince them. Sometimes, if you ask nicely ...


FLY2LIM



Faucett. La primera linea aerea del Peru.
User currently offlineIkramerica From United States of America, joined May 2005, 21589 posts, RR: 59
Reply 14, posted (7 years 5 months 2 weeks 3 days 5 hours ago) and read 1249 times:

Quoting FLY2LIM (Reply 13):
Don't mean to spoil your party, but isn't going back TWENTY years a bit excessive?

I wasn't bashing anyone. I story is a story. Reality is reality.

If you want to read intent into the truth, that's your right. But all I posted was another story of an airline canceling a reservation based on a canceled segment of one flight being misreported as passengers "failing to fly" just as the OP has had happen.

And since Sabre was around 20 years before my experience (actually, even longer), so it is relevant. And it was Sabre who decided our seats should be resold to other holiday travelers after QF didn't report our substitute flight correctly.

If anything, it shows that even with all the new technology in place in 2007, the same exact problems can happen if nobody has properly addressed the underlying issues in all that time:

human error compounded by a computer system that doesn't ask follow up questions...  Wink



Of all the things to worry about... the Wookie has no pants.
User currently offlineJetBlueAUS From United States of America, joined Apr 2006, 1145 posts, RR: 8
Reply 15, posted (7 years 5 months 2 weeks 2 days 19 hours ago) and read 1175 times:

Quoting FLY2LIM (Reply 13):
You're welcome! I knew they'd take care of you. What you don't specify is whether or not the 16th was the date of your intended return. You had mentioned Saturday as they day you were going to the airport. Does this represent a 2 day delay, or did they send you back on the original return date? I know you say "previous itinerary" but I'm not sure it's on the original date.

The 16th is the day of my intended return. I was going to go to the airport on Saturday to get everything straightened out but I just called them Friday night, late. Sorry for not clarifying.

Quoting FLY2LIM (Reply 13):
Don't forget to email customer service detailing the inconvenience caused by two cancelations. They should be sending you something, like a travel voucher, for your inconvenience, particularly if you have any sort of "status" with them.

I might do that, but I think AA's travel voucher was them paying for me to fly on Continental to get to DFW that night.



Not all of us can be heroes, some of us can only stand on the sidewalk and clap as they go by.
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