tonytifao
Posts: 788
Joined: Wed Mar 02, 2005 10:22 pm

What Is Wrong With AA?

Mon Nov 27, 2006 3:06 pm

A.net friends,

After a horrible trip to Brazil with AA, another horrible trip with AA. Can anyone give me suggestions on what to do?

I was scheduled on AA (American Eagle) MIA-ORF. Boarding time was 7:55pm, flight time 8:25pm. I was across the gate in the Admirals Club. I was at the gate at 7:58pm (the time shown on my cell phone, they are usally in sync with airport times) when I was denied boarding. The agent was rude and said the flight was closed. This happened when a sign just behind him clearly said: "Flights close 17 min before departure time".

I'm Platinum Executive with AA and have received horrible treatment. The best they could do is put me thru DFW and DFW-ORF tomorrow morning. They will not give me hotel.

Am I at fault here?

And let me briefly describe what happened a week earlier with AA from JFK to GRU. My bag was delayed 2 1/2 days. When it arrived, $1000 worth of clothes and items were missing from my bag. Including a suit to a wedding.

Why won't anyone assume any responsibility?

Thanks,
Tony
 
HPAEAA
Posts: 875
Joined: Mon May 08, 2006 7:24 am

RE: What Is Wrong With AA?

Mon Nov 27, 2006 3:14 pm

Quoting Tonytifao (Thread starter):
I was scheduled on AA (American Eagle) MIA-ORF. Boarding time was 7:55pm, flight time 8:25pm. I was across the gate in the Admirals Club. I was at the gate at 7:58pm (the time shown on my cell phone, they are usally in sync with airport times) when I was denied boarding. The agent was rude and said the flight was closed. This happened when a sign just behind him clearly said: "Flights close 17 min before departure time".

Bull, AA flights close 10 minutes prior to departure, the flight was probably oversold... and he just bumped you off... I would have called for the sup sight on scene... currently I'd write what you just wrote into AA customer relations... let them research it... I'd ask for denied boarding compensation and reimbursement for the hotel... see what they do...

Quoting Tonytifao (Thread starter):
And let me briefly describe what happened a week earlier with AA from JFK to GRU. My bag was delayed 2 1/2 days. When it arrived, $1000 worth of clothes and items were missing from my bag. Including a suit to a wedding.

need to file a pilfrage report with AA within 24 hours domesticly.. can't recall the INTL requirements... they are liable for the pilfrage... write seperatly to AA Customer relations regarding this loss.... Last trip out of LGA someone stole an IPOD from my bag... unforunatly it is exempt from their liability... to their credit though Corperate Security did contact me to get the S/N and the details of checkin and so on to investigate....
Why do I fly???
 
ikramerica
Posts: 13730
Joined: Mon May 23, 2005 9:33 am

RE: What Is Wrong With AA?

Mon Nov 27, 2006 3:18 pm

AA (Eagle) at MIA has done that to me. Closed the flight very early, and I was only latish due to a very late connection. Their excuse "your plane showed on the ground and you weren't here..."

Well, we were not at the gate. Just on the ground. For 20 minutes, waiting for AA to get around to waving us in and putting the jetway up. Then I ran as quick as I could with a heavy carry on across multiple terminals (excuse the cart? nowhere to be found...).

AA Eagle were very rude (it was my fault, after all), then called the arrival gate to confirm that I wasn't lying. When they realized I wasn't, they drove me to the plane, only to deny me boarding because the plane was already weighed and fuel calculated.

Didn't want to help until I forced them to put me onto USAirExpress (non-weather related denied boarding due to missed connection with no same carrier alternative within 4 hours). US treated me way better, very nice and helpful. That was a sort of culmination of many bad AA experiences in a row and I've barely flown them since.

And I wasn't an Exec plat, just a lowly 500k+ mile FF member who's so "senior" I have an older AAdvantage number format...
Of all the things to worry about... the Wookie has no pants.
 
tonytifao
Posts: 788
Joined: Wed Mar 02, 2005 10:22 pm

RE: What Is Wrong With AA?

Mon Nov 27, 2006 3:47 pm

Quoting HPAEAA (Reply 1):
Bull, AA flights close 10 minutes prior to departure, the flight was probably oversold... and he just bumped you off... I would have called for the sup sight on scene... currently I'd write what you just wrote into AA customer relations... let them research it... I'd ask for denied boarding compensation and reimbursement for the hotel... see what they do...

I was going to call a sup on duty, but I had only 15 min to get my ticket reissued to DFW/ORF. When I got to DFW, they did not want to provide me with a Hotel.

At AA, no one seems to have any authority to do anything.

Quoting HPAEAA (Reply 1):
need to file a pilfrage report with AA within 24 hours domesticly.. can't recall the INTL requirements... they are liable for the pilfrage... write seperatly to AA Customer relations regarding this loss.... Last trip out of LGA someone stole an IPOD from my bag... unforunatly it is exempt from their liability... to their credit though Corperate Security did contact me to get the S/N and the details of checkin and so on to investigate....

What are they liable for? One of the items stolen was a brand new iPod I was taking as a gift to my sister.

Thanks you all for the support.
 
tonytifao
Posts: 788
Joined: Wed Mar 02, 2005 10:22 pm

RE: What Is Wrong With AA?

Mon Nov 27, 2006 3:56 pm

One more thing, I would say 50% of employees at AA I have talked to lack common sense.

I recently emailed AA customer relations about a flight I had that was 3 hours late due to "loading cargo" and he replies to me: "Sorry you missed your connection due to weather". This just annoys me so much.

I'm just so frustrated with AA. I've spent over 75k dollars in tickets alone this year with them and this is the kind of service I get.
 
HPAEAA
Posts: 875
Joined: Mon May 08, 2006 7:24 am

RE: What Is Wrong With AA?

Mon Nov 27, 2006 4:01 pm

Quoting Tonytifao (Reply 3):
I was going to call a sup on duty, but I had only 15 min to get my ticket reissued to DFW/ORF. When I got to DFW, they did not want to provide me with a Hotel.

At AA, no one seems to have any authority to do anything.

hmm.. ok... I missed the original routing.. however after a quick fact check on AA.com I don't think it matters... I understand.. I would have brought the issue up with AA in DFW.. since in DFW you would have been dealing with AA not AE.. doesn't sound like much a difference but trust me there is a big difference... anyways.. MIA is screwed up with AE.. I know they use the bus boarding method for some flights... which might be their response.. either way I think customer relations is owed a letter... trust me the CSM's at AA have authority...

Quoting Tonytifao (Reply 3):
What are they liable for? One of the items stolen was a brand new iPod I was taking as a gift to my sister.

http://www.aa.com/content/travelInfo...JNBSKHMQBFFSWVMD?anchorEvent=false
that's a quick summary of what their liable for... IPODS are categorized under the "electronic Items" clause which exempts them... however clothing items including your suit should be covered...

Hope this helps msg me if you have any other ??'s

In responce to your other post:
I wouldn't say that they lack common sence... I would say that they lack the freedom to do what the need... AA in a way to me respembles the GM's and the Ford's of the world.. they need to overhaul the mgt employee relations and encourage independant thinking... sometime they don't encourage the employee to ask the how and why questions that are needed to get the job done... but that's my soap box...

[Edited 2006-11-27 08:05:45]
Why do I fly???
 
tonytifao
Posts: 788
Joined: Wed Mar 02, 2005 10:22 pm

RE: What Is Wrong With AA?

Mon Nov 27, 2006 4:12 pm

I'm ready to take AA to court in Brazil and I believe I can win. I'm going to sue AA for "danos morais" (Moral Damages) for all the trouble they have given me. Anyone can search the Brazilian justice department and see over 100 cases given to the passengers. Passengers are awarded between 10000-20000 reais (5k-10k dollars).

Consumer rights in Brazil prevails over the Warsaw Convention. I'm so sick of them not assuming any responsibility.
 
tonytifao
Posts: 788
Joined: Wed Mar 02, 2005 10:22 pm

RE: What Is Wrong With AA?

Mon Nov 27, 2006 9:35 pm

Does anyone know if there is an AA Customer Service desk inside DFW terminal?
 
IADLHR
Posts: 612
Joined: Wed Apr 27, 2005 10:25 pm

RE: What Is Wrong With AA?

Mon Nov 27, 2006 10:13 pm

While I have not flown on AA in quite some time due to situations like this. This post is also not the only story, about AA, I have heard or read recently. One thing does come to mind though is if any of the rude employees who dont seem to get it or cant do anything, are they oin fact AA employees or employees of an outsourced company? The answer to that question might provide some insight into the mindset of the employees. I have some friends who flew NW recently and have some stories to tell along this line. It all came out, in the end, that the NW "employees" were in fact from an outsourced company.
 
User avatar
RedTailDTW
Posts: 603
Joined: Tue Oct 24, 2006 12:08 pm

RE: What Is Wrong With AA?

Mon Nov 27, 2006 10:39 pm

The stupidest delay ive ever had on AA is that our plane from ORD-TUS was delayed almost 45 minutes because of a leaky coffee maker after already going through a 1 hour delay for weather.
Airlines Flown: AA, CO, HP, MQ, NW, RP, UA, US, WN, YX / Aircraft Flown: 737-200/300/700/800, 757-200/300, 777-200, A319/A320/A321, DC-9-30/50, DC-10-40, ERJ 140/145, E170, MD80/83/90
 
FutureFO
Posts: 2811
Joined: Sat Oct 06, 2001 10:58 pm

RE: What Is Wrong With AA?

Mon Nov 27, 2006 11:10 pm

Big question is whether or not they are still bussing people out to the planes in MIA or are they on jetways or hardstands at the gate. Years ago it was a bus operation. However you should have been provided a hotel and I hate to say it but Eagle is a wholly owned operation under the AMR banner. Therefore they have no idea what is really happening.
I Don't know where I am anymore
 
goingboeing
Posts: 4727
Joined: Sat Dec 04, 1999 1:58 am

RE: What Is Wrong With AA?

Mon Nov 27, 2006 11:20 pm

Quoting Tonytifao (Thread starter):
Why won't anyone assume any responsibility?

Because since your bags are unlocked and handled by the TSA prior to being handled by AA ground employees, you really don't have any way of proving it was AA employees who took the items.

One other thing...did you by any chance let on to any of the AA employees that you dealt with that you feel that they lacked common sense? Either directly or thru sarcasm? If you did, you most likely immediately shut down any hopes of getting them to help you further - would you be inclined to help someone who just said you lacked common sense?
 
cjpark
Posts: 1194
Joined: Sat Feb 12, 2005 1:46 am

RE: What Is Wrong With AA?

Mon Nov 27, 2006 11:23 pm

Quoting HPAEAA (Reply 1):
need to file a pilfrage report with AA within 24 hours domesticly.. can't recall the INTL requirements... they are liable for the pilfrage... write seperatly to AA Customer relations regarding this loss.... Last trip out of LGA someone stole an IPOD from my bag... unforunatly it is exempt from their liability... to their credit though Corperate Security did contact me to get the S/N and the details of checkin and so on to investigate....

Most likely it was not the airlines fault. More likely the customs inspectors in Sao Paulo got to you or the TSA inspectors in LGA got to you one or the other.

Why were you carrying valuables in your check in luggage anyway?
"Any airline that wants to serve the [region] can go to DFW today and fly anywhere they want," WN spokesman Ed Stewart
 
MDorBust
Posts: 4914
Joined: Fri Sep 30, 2005 10:10 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 12:37 am

Quoting Tonytifao (Reply 6):
I'm ready to take AA to court in Brazil and I believe I can win.

For an action that happened in the US?

No you can't.
"I KICKED BURNING TERRORIST SO HARD IN BALLS THAT I TORE A TENDON" - Alex McIlveen
 
777FlyGuy
Posts: 139
Joined: Wed Nov 22, 2006 12:29 am

RE: What Is Wrong With AA?

Tue Nov 28, 2006 12:45 am

Quoting Tonytifao (Thread starter):
After a horrible trip to Brazil with AA, another horrible trip with AA. Can anyone give me suggestions on what to do?



Quoting Tonytifao (Reply 4):
Tonytifao From Brazil, joined Mar 2005, 166 posts, RR: 0
Reply 4, posted Mon Nov 27 2006 07:56:50 UTC+1 (8 hours 44 minutes 45 secs ago) and read 704 times:


One more thing, I would say 50% of employees at AA I have talked to lack common sense.



Quoting Tonytifao (Reply 4):
I'm just so frustrated with AA. I've spent over 75k dollars in tickets alone this year with them and this is the kind of service I get.

Think it might be time to find a new preferred carrier since you feel AA is so terrible? Why would you continually put up with them if they are so bad???
 
AIR757200
Posts: 1466
Joined: Mon Jul 17, 2000 8:30 am

RE: What Is Wrong With AA?

Tue Nov 28, 2006 12:59 am

Quoting HPAEAA (Reply 1):
Bull, AA flights close 10 minutes prior to departure, the flight was probably oversold...

If you have not checked-in, pre-reserved seats are subject to cancellation unless you have checked in at least 30 minutes before scheduled departure. American does not guarantee to provide any particular seat on the aircraft.

For flights wholly within and departing from the U.S., you must already be checked in and present at the departure gate at least 15 minutes prior to scheduled departure time to retain your reservation and a seat.

From the 15 minute point, you can be denied boarding and even considered a "No Show" if not physically on board when the flight closes 10 minutes prior to departure.

Just an FYI, AA flight schedules operate by the times provided by SABRE, therefore when referencing airport times, who knows if any particular airport matches AA's SABRE time to the exact second.
 
AA767400
Posts: 1889
Joined: Tue Jan 23, 2001 2:04 am

RE: What Is Wrong With AA?

Tue Nov 28, 2006 1:08 am

Quoting Tonytifao (Reply 6):
I'm ready to take AA to court in Brazil and I believe I can win. I'm going to sue AA for "danos morais" (Moral Damages) for all the trouble they have given me. Anyone can search the Brazilian justice department and see over 100 cases given to the passengers. Passengers are awarded between 10000-20000 reais (5k-10k dollars).

Now I understand why there are so many unhappy passengers on those GRU flights. As if the 2-5-2 seating was not bad enough, they also get their bags stolen. All makes sense now.

Quoting IADLHR (Reply 8):
This post is also not the only story, about AA, I have heard or read recently

And it is also not the only story about CO,UA,US,DL,YX,AC,MX,AR,RG, and so on.

I think that due to AA being largest airline in this region, it tends to get the blunt of issues. But I think that someone is going to have an issue at one point, one way or another with every airline. But especialy American carriers.
"The low fares airline."
 
AA787823
Posts: 696
Joined: Wed Nov 08, 2006 11:27 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 2:13 am

Tony,
Sorry to hear of your troubles at AA. As a dedicated AA employee, I personally want to thank your for your business and I do AApreciate you. I am sorry for the difficulties you expierienced on your recent trip. If I can do anything to help you please e mail me through a.net or send a PM. EP passengers and Brazil are very important markets to us.
I continually try to do the right thing for our customers, but sometimes I am over-ruled by higher powers. It is frustrating.
F.U.R.P.....Families Under Reduced Pay
 
User avatar
TVNWZ
Posts: 1652
Joined: Fri Feb 17, 2006 9:28 am

RE: What Is Wrong With AA?

Tue Nov 28, 2006 2:33 am

Quoting AIR757200 (Reply 15):
If you have not checked-in, pre-reserved seats are subject to cancellation unless you have checked in at least 30 minutes before scheduled departure. American does not guarantee to provide any particular seat on the aircraft.

For flights wholly within and departing from the U.S., you must already be checked in and present at the departure gate at least 15 minutes prior to scheduled departure time to retain your reservation and a seat.

From the 15 minute point, you can be denied boarding and even considered a "No Show" if not physically on board when the flight closes 10 minutes prior to departure.

He is EP and was at the club. Part of the club perk is supposedly you don't have to rush to the gate. My bet is they just gave his seat to an antsy standby at the gate. Happens all the time with AE I am told, unfortunately.
 
PH-TVH
Posts: 52
Joined: Sat May 26, 2001 1:07 am

RE: What Is Wrong With AA?

Tue Nov 28, 2006 2:49 am

Quoting RedTailDTW (Reply 9):
The stupidest delay ive ever had on AA is that our plane from ORD-TUS was delayed almost 45 minutes because of a leaky coffee maker after already going through a 1 hour delay for weather.

The Coffee maker is an Item in the MEL, because pilots can't fly without coffee. LOL
 
nrcnyc
Posts: 82
Joined: Fri Apr 15, 2005 5:50 am

RE: What Is Wrong With AA?

Tue Nov 28, 2006 3:31 am

eh, AA is too big to categorize as good or bad with out any real data from a representative sample. My general feeling with AA is summed up by a flight I took JFK-BGI in First class which I paid for. I know its a lesuire market so its fine that the interior of the 757 was worn down and the seats were not all that comfortable for first class. The ticket cost about 900 dollors each way so its not a premium first class market. However when the F/A asked if I wanted anything else, I asked for some nuts. He replied "No," curtly and walked away very quickly. I would say that is my typical experience on AA, but thats hardly scientific.
 
jrosa
Posts: 351
Joined: Fri Jun 03, 2005 11:06 am

RE: What Is Wrong With AA?

Tue Nov 28, 2006 3:37 am

Quoting MDorBust (Reply 13):
For an action that happened in the US?

No you can't.

Yes he can, according to Brazilian torts statutes he can and it is very likely that he will win the case. AA screwed things with him and he is a Brazilian citizen who bought an airline ticket in Brazil and whose flight departed from Brazil, so according to Brazilian statutes AA will have to defend itself in Brazilian courts.
 
AIR757200
Posts: 1466
Joined: Mon Jul 17, 2000 8:30 am

RE: What Is Wrong With AA?

Tue Nov 28, 2006 3:44 am

Quoting TVNWZ (Reply 18):
He is EP and was at the club. Part of the club perk is supposedly you don't have to rush to the gate.

Part of the club perk EP's enjoy is that you have time to spend in the lounge rather than at the gate, prior to boarding. While I do understand he is an EP and we certainly do appreciate his business, AG/PL/EP's still adhere to the same check-in rules and seat cancellations.

I'm simply reviewing procedure and not doubting his claim of what happened.
 
tonytifao
Posts: 788
Joined: Wed Mar 02, 2005 10:22 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 3:44 am

Quoting MDorBust (Reply 13):
For an action that happened in the US?

No you can't.

My baggage report happened in Brazil. I can take them to court there.
 
MDorBust
Posts: 4914
Joined: Fri Sep 30, 2005 10:10 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 3:49 am

Quoting Jrosa (Reply 21):
Yes he can, according to Brazilian torts statutes he can and it is very likely that he will win the case.

Wait a second.

You're saying that according to Brazilian law, he can sue an American company for actions in the United States, in regards to a flight entirely contained within the United States, in Brazil?

Are there any other Brazilian laws that violate the national sovereignty of the United States?

Quoting Jrosa (Reply 21):
...bought an airline ticket in Brazil and whose flight departed from Brazil,

Last time I checked an MIA - ORF flight was from Miami, Florida (in the United States) to Norfolk, Virginia (also in the United States). DFW is also inside the United States (reconquista not withstanding).
"I KICKED BURNING TERRORIST SO HARD IN BALLS THAT I TORE A TENDON" - Alex McIlveen
 
tonytifao
Posts: 788
Joined: Wed Mar 02, 2005 10:22 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 3:51 am

Quoting AIR757200 (Reply 15):
For flights wholly within and departing from the U.S., you must already be checked in and present at the departure gate at least 15 minutes prior to scheduled departure time to retain your reservation and a seat.

From the 15 minute point, you can be denied boarding and even considered a "No Show" if not physically on board when the flight closes 10 minutes prior to departure.

I was checked in 3 hours prior to flight. I was waiting for the flight just across D35 (AE gate) at the Admirals Club in D Terminal.

When I complained, they had no explanation. ZERO. They didn't say anything. She just looked down on the computer and started rebooking me.
 
atlaaron
Posts: 973
Joined: Mon Apr 24, 2006 11:30 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 3:53 am

Quoting FutureFO (Reply 10):
Big question is whether or not they are still bussing people out to the planes in MIA

As of last month yes. I flew EYW-MIA and was bussed, it was a cold morning in MIA and the bus had no heat, was lovely.
 
MDorBust
Posts: 4914
Joined: Fri Sep 30, 2005 10:10 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 3:58 am

Quoting Tonytifao (Reply 25):
I was checked in 3 hours prior to flight. I was waiting for the flight just across D35 (AE gate) at the Admirals Club in D Terminal.

Something stinks with your story.

You were checked in three hours early, but they gave away your seat three minutes after boarding started?

Every flight I've ever seen there has been a big line of passengers three minutes after boarding starts. I've never seen a flight boarded in three minutes. Not even a Saab 340.

Something isn't being told here.
"I KICKED BURNING TERRORIST SO HARD IN BALLS THAT I TORE A TENDON" - Alex McIlveen
 
tonytifao
Posts: 788
Joined: Wed Mar 02, 2005 10:22 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 4:03 am

Quoting MDorBust (Reply 24):
Last time I checked an MIA - ORF flight was from Miami, Florida (in the United States) to Norfolk, Virginia (also in the United States). DFW is also inside the United States (reconquista not withstanding).

Sorry. MIA-ORF was another incident. My first incident happened JFK-GRU.

Do you guys want to see some links to Brazilian justice law suit filings againsta Iberia, Alitalia, AA, Delta, United and were all granted to passengers? I can post them here. They are public information.
 
tonytifao
Posts: 788
Joined: Wed Mar 02, 2005 10:22 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 4:08 am

Quoting MDorBust (Reply 27):
Something stinks with your story.

You were checked in three hours early, but they gave away your seat three minutes after boarding started?

Every flight I've ever seen there has been a big line of passengers three minutes after boarding starts. I've never seen a flight boarded in three minutes. Not even a Saab 340.

Something isn't being told here.

There is nothing wrong with the story. It wasn't just me, but other passengers. I was there at 7:58pm, not a minute later, not a minute earlier. She had nothing to say. They knew they were wrong.
 
777FlyGuy
Posts: 139
Joined: Wed Nov 22, 2006 12:29 am

RE: What Is Wrong With AA?

Tue Nov 28, 2006 4:10 am

Quoting MDorBust (Reply 27):
Quoting Tonytifao (Reply 25):
I was checked in 3 hours prior to flight. I was waiting for the flight just across D35 (AE gate) at the Admirals Club in D Terminal.

Something stinks with your story.

You were checked in three hours early, but they gave away your seat three minutes after boarding started?

Every flight I've ever seen there has been a big line of passengers three minutes after boarding starts. I've never seen a flight boarded in three minutes. Not even a Saab 340.

Something isn't being told here

I gotta agree. There's always two sides to a story, and in these threads, airlines usually come out on the bad end of most of the posts.
 
tonytifao
Posts: 788
Joined: Wed Mar 02, 2005 10:22 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 4:13 am

Quoting 777FlyGuy (Reply 30):
I gotta agree. There's always two sides to a story, and in these threads, airlines usually come out on the bad end of most of the posts.

Sorry to say guys, I really was there. I would not be here complaining or whinnig about this if I wasnt sure I was right.

I fly every week and I knwo problems happen, but this one was just not right.
 
AUA747
Posts: 110
Joined: Sun Jul 02, 2006 10:41 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 4:48 am

Quoting 777FlyGuy (Reply 14):
Think it might be time to find a new preferred carrier since you feel AA is so terrible? Why would you continually put up with them if they are so bad???

In our case, we don't have choice if you want to go to MIA or anywhere in FL AA is the most convinient since they are the only one flying AUA-MIA. You could go through ATL or CLT with DL or US but that involves approx. 6hrs vs a 2 1/2hr non-stop flight. SInce there are no competition on AUA-MIA and AUA-SJU the fares can be very high and with a bad service.
 
turpentyine
Posts: 131
Joined: Sun Mar 19, 2006 3:04 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 5:12 am

i know someone who works ramp for AA. He told me this story once. A plane came in. Him and his crew started unloading it. Midway their sup. stops them and tells them to go to another plane to do wutever they had to do there. After about an hour the sup.tells them to go back to the old plane which is still sitting there half unloaded just the way they had left it. My friend asks the sup. something along the lines of what about all these people waiting for all their bags and sup. replies: "Dont worry we are the biggest in the world they'll fly us again." There is AA customer service in a nutshell for you.

[Edited 2006-11-27 21:19:27]

[Edited 2006-11-27 21:21:28]
 
tonytifao
Posts: 788
Joined: Wed Mar 02, 2005 10:22 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 5:22 am

Quoting AUA747 (Reply 32):
In our case, we don't have choice if you want to go to MIA or anywhere in FL AA is the most convinient since they are the only one flying AUA-MIA. You could go through ATL or CLT with DL or US but that involves approx. 6hrs vs a 2 1/2hr non-stop flight. SInce there are no competition on AUA-MIA and AUA-SJU the fares can be very high and with a bad service.

Agree.

I have to say that AA flight crew I've experience most of the time were outstanding. It's the ground personal that is driving me crazy.
 
tonytifao
Posts: 788
Joined: Wed Mar 02, 2005 10:22 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 6:04 am

I just got a call from AA Customer Relations. They were returning my call. I was told I would be reimbursed for all my items (including electronics) because it was an international flight.

I hope I this is true  Smile
 
MRA
Posts: 31
Joined: Wed Mar 02, 2005 2:35 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 6:34 am

Quoting MDorBust (Reply 24):
Wait a second.

You're saying that according to Brazilian law, he can sue an American company for actions in the United States, in regards to a flight entirely contained within the United States, in Brazil?

Are there any other Brazilian laws that violate the national sovereignty of the United States?

AA would be considered doing business in Brasil if they are selling tickets within Brasil, even if the flights in question occurred outside of Brasil.

The same concept of jurisdiction applies within the US; I would imagine that anyone or entity that is considered conducting business within Brasil is subject to potential law suits.
"Yeah, well, you know, that's just, like, your opinion, man." - The Dude
 
albird87
Posts: 566
Joined: Mon Jul 10, 2006 7:15 am

RE: What Is Wrong With AA?

Tue Nov 28, 2006 6:56 am

Quoting AA787823 (Reply 17):
As a dedicated AA employee, I personally want to thank your for your business and I do AApreciate you. I am sorry for the difficulties you expierienced on your recent trip. If I can do anything to help you please e mail me through a.net or send a PM.

Hey can u then give me an upgrade then on my flight from MAN - ORD then?? Big grin Big grin
but seriously are you willing to take some harrasement then for your airlines faults??
I mean i am a long customer for AA but in the past couple of years i think that the service on AA has dropped incredibly and it is such a shame. Also it seems that a lot of there flights across the atlantic (MIA-LHR is the most i travel on) are full but they still seem to drop ther service!!!
 
777STL
Posts: 2770
Joined: Mon Dec 13, 2004 8:22 am

RE: What Is Wrong With AA?

Tue Nov 28, 2006 7:03 am

Quoting Turpentyine (Reply 33):
i know someone who works ramp for AA. He told me this story once. A plane came in. Him and his crew started unloading it. Midway their sup. stops them and tells them to go to another plane to do wutever they had to do there. After about an hour the sup.tells them to go back to the old plane which is still sitting there half unloaded just the way they had left it. My friend asks the sup. something along the lines of what about all these people waiting for all their bags and sup. replies: "Dont worry we are the biggest in the world they'll fly us again." There is AA customer service in a nutshell for you.

That's ridiculous. You can't judge an airline based off of one supposed incident that you heard second hand.

Don't like AA, then don't fly 'em. What's the point in bitching about it?
PHX based
 
MDorBust
Posts: 4914
Joined: Fri Sep 30, 2005 10:10 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 7:06 am

Quoting Mra (Reply 36):
AA would be considered doing business in Brasil if they are selling tickets within Brasil, even if the flights in question occurred outside of Brasil.

The same concept of jurisdiction applies within the US; I would imagine that anyone or entity that is considered conducting business within Brasil is subject to potential law suits.

So if I were to purchase an item from New York over the phone or through the internet they would charge Texas sales tax since I'm in Texas right?

...


Right?

Wrong.

Sorry, it's a no go. The purchase of a ticket is the transaction of a contract, not the delivery of services. The services were delivered in the US and are therefore under the jurisdiction of the US. The only grounds he would have in a Brazilian court is on the claim of his luggage on the GRU flight. Which has apparently been resolved.
"I KICKED BURNING TERRORIST SO HARD IN BALLS THAT I TORE A TENDON" - Alex McIlveen
 
CM767
Posts: 450
Joined: Thu Dec 16, 2004 11:58 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 7:07 am

I got a "Talk to the Hand" from an AA on a counter when I asked for a hotel when my plane broke down, she refuse to listen to me because she insisted that the cancellation was weather related. Fortunately I found other agent that was more understanding and actually checked and indeed the cancellation was mechanical.

I have found employees on American that go out of the way to make you feel comfortable and welcome, but I had many with an attitude that makes my wonder why I am flying on AA?, and yes not all are like that but remember what a bad apple can do to the lot.

For years I was loyal to AA despite CM and somehow CO being my home airlines. I have changed to CO/CM and the difference on the service is notable, my impression is that employees on CO and CM really appreciate my business.
But The Best Thing God Has Created Is A New Day
 
CM767
Posts: 450
Joined: Thu Dec 16, 2004 11:58 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 7:08 am

Quoting 777STL (Reply 38):
Don't like AA, then don't fly 'em. What's the point in bitching about it?

Thanks for the advice, will do.
But The Best Thing God Has Created Is A New Day
 
MRA
Posts: 31
Joined: Wed Mar 02, 2005 2:35 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 7:16 am

Quoting MDorBust (Reply 39):
So if I were to purchase an item from New York over the phone or through the internet they would charge Texas sales tax since I'm in Texas right?

...


Right?

Wrong.

Sorry, it's a no go. The purchase of a ticket is the transaction of a contract, not the delivery of services. The services were delivered in the US and are therefore under the jurisdiction of the US. The only grounds he would have in a Brazilian court is on the claim of his luggage on the GRU flight. Which has apparently been resolved.

I am not saying that the US does not have jurisdiction, but that Brasil may also have jurisdiction as well. If AA is marketing and selling a service / product / whatever (such as a flight) then yes, it would not matter where the services are actually performed or delivered. It works the same on the state level in the US. If a company is specifically targeting individuals in the state of California (through marketing campaigns, for example) for services rendered completely in the state of New York, a resident of California would have the right to sue the company in California and New York.
"Yeah, well, you know, that's just, like, your opinion, man." - The Dude
 
jrosa
Posts: 351
Joined: Fri Jun 03, 2005 11:06 am

RE: What Is Wrong With AA?

Tue Nov 28, 2006 7:17 am

Quoting Mra (Reply 36):
AA would be considered doing business in Brasil if they are selling tickets within Brasil, even if the flights in question occurred outside of Brasil.

The same concept of jurisdiction applies within the US; I would imagine that anyone or entity that is considered conducting business within Brasil is subject to potential law suits.

Thanks for answering correct that one for me!  bigthumbsup 

Quoting MDorBust (Reply 39):
Sorry, it's a no go. The purchase of a ticket is the transaction of a contract, not the delivery of services. The services were delivered in the US and are therefore under the jurisdiction of the US. The only grounds he would have in a Brazilian court is on the claim of his luggage on the GRU flight. Which has apparently been resolved.

I will not get in further detail, but the US domestic flight was part of the ticket he bought in Brazil, so AA was doing business in Brazil and Brazilian courts can hear this case. It happens all the time and there are tons of judicial decisions granting it to customers.
 
jetdeltamsy
Posts: 2688
Joined: Tue Nov 14, 2000 11:51 am

RE: What Is Wrong With AA?

Tue Nov 28, 2006 7:23 am

Quoting HPAEAA (Reply 1):
flight was probably oversold... and he just bumped you off... I would have called for the sup sight on scene...

I think you're wrong. It is correct that all AA flights close 10 minutes, not 17, prior to departure.

As for "called for the sup on the scene", Sup's don't come up for stuff like that. Agents are expected, trained and quite able to handle it.

AA is now using a policy of "last booked, first bumped", disregarding the long time policy of last to check-in, first bumped. ... at least at O'Hare.

It is the policy of the company to deny boarding based on this method. An agent, while I won't say it never happens, does not have the option of just denying the last to get on the plane. It simply doesn't (or at least isn't supposed) to work like that.

And as for demanding a Sup, how ridiculous. If he broke the rules, he broke the rules. Sups have better things to do that deal with unreasonable customers.
Tired of airline bankruptcies....EA/PA/TW and finally DL.
 
CodyKDiamond
Posts: 100
Joined: Wed Nov 15, 2006 10:28 am

RE: What Is Wrong With AA?

Tue Nov 28, 2006 7:23 am

Get this AA Horror story:

AA447 MIA-LAS B757-223

My mom and I flew to Vegas for the weekend. We had 2 First seats on the 75, MD-80, and business on the 777. AA.COM had a malfunction and booked 6 roundtrip tkts. at 12,000US. I sat first on the 752 and the empty seat next to me was my mom's but the gate agent said that someone was sitting there because he was too busy getting his friends on board. Doors Closed, seat is still empty. Turns out he did not give my mom a boarding pass and she was technically not on board according to the manufest. So they tossed her in coach where I went later. Then the armrest broke. My seatbelt broke. The plane was dirty (N658AA). The F/A stepped on my glasses on purpose! We got first on the M80(LAS-LAX) and business/coach on the 772.

[Edited 2006-11-27 23:26:05]
 
kevi747
Posts: 991
Joined: Sat Apr 14, 2001 5:59 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 7:37 am

Quoting CodyKDiamond (Reply 45):
The F/A stepped on my glasses on purpose!

Yeah, OK.  sarcastic 
"Reality has a well-known liberal bias." --Stephen Colbert
 
tonytifao
Posts: 788
Joined: Wed Mar 02, 2005 10:22 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 7:48 am

Here is a link of a lawsuit against TAP Air Portugal. It's in portuguese, but you might be able to translate it.

http://www.tjmg.gov.br/juridico/jt/i...=extravio+vars%F3via&tipoMarcacao=

The result of it is:

"Por estas razões, dou parcial provimento ao apelo, para reduzir o valor da condenação dos danos morais para R$ 4.500,00 (quatro mil e quinhentos reais)." About $2100 US dollars. You can find other in the range of $5k-10k US dollars.


you can search for tons and tons of lawsuits like this.
 
jetdeltamsy
Posts: 2688
Joined: Tue Nov 14, 2000 11:51 am

RE: What Is Wrong With AA?

Tue Nov 28, 2006 7:49 am

Quoting Tonytifao (Thread starter):
Why won't anyone assume any responsibility?

That's simple. THE ONLY THING AN AIRLINES GUARANTEES IS THAT THEY WILL TRANSPORT YOU BETWEEN TWO POINTS FOR A SPECIFIC FARE. That's it. EVERYTHING ELSE IS OPTIONAL, and at their discretion.

They do not guarantee the actual flight or routing you will ultimately take, or even which airline will actually transport you. They do not guarantee the seat you pre-reserve. They do not guarantee your bags will arrive when you do. They do not guarantee meals, available toilets, food or beverage service or anything else. They don't guarantee anything except the price. That's it.

There are specific government rules that spell out what they must do for you if the involuntarily deny you boarding on a flight for which you hold a confirmed reservationi. But my guess from how you described the scene is they considered you late and that makes you ineligible for Involuntary Denied Boarding Compensation.

Their customer service plans spell out what they will do and not do, but the Contract of Carriage supercedes the CSP and alas, it guarantees not a thing.

And so, they are not going to take responsibility for anything. They should morally, but they aren't required legally.

It's a rough world, and the airlines don't give a hoot about you. They go to great lengths to try to make you FEEL like they care for you, but they are all about making $$$. If it doesn't make money, they don't do it. Period. They will walk all over you, while being as sweet as sugar to your face, to make money off of you. That's just the bottom line.

Now you claim to be "Platinum Executive". It's Executive Platinum. Their policy is to NOT deny boarding to Executive Platinums when oversales occur and I'd vigorously point that out if it happens again. Ask for Lead Agent if the Agent persists. They also don't bump children under 18, military personnel on orders (some agents include those not on orders as well), the elderly, the disabled or anyone the agents feels will endure extreme hardship from being bumped..like people traveling to a funeral or to medical treatment. There are other scenarios as well, but I'm just not thinking of them.

[Edited 2006-11-27 23:56:06]
Tired of airline bankruptcies....EA/PA/TW and finally DL.
 
tonytifao
Posts: 788
Joined: Wed Mar 02, 2005 10:22 pm

RE: What Is Wrong With AA?

Tue Nov 28, 2006 7:51 am

Quoting 777STL (Reply 38):
Don't like AA, then don't fly 'em. What's the point in bitching about it?

Thanks for the advice.

I have canceled my Hawaii and Brazil trip with AA for next 2 weeks. Total of US$4833 loss for American Airlines. Every little counts these days. I rebooked myself with Delta.